Legal Terms

Rescheduling and Refund Policy

This Rebooking and Refund Policy outlines how we handle reservations and refunds when unexpected circumstances affect your event or booking on Tripletake.

Customer Rescheduling

In the event a customer needs to reschedule, a reschedule request must be made by the customer to the vendor(s). If all vendors agree, then the event can be rescheduled. In the event one or multiple vendors are unable to reschedule, there will be an option to cancel vendors that can not reschedule. If the event is within the cancelation window, a full refund shall be given.

In the event is outside of the cancellation window, then a partial refund may be issued given the following guidelines:

• 100% Refund if booking was within 48 hours
• Less than 7 days before event - No Refund

Vendor/Venue Cancellation Before Event

If a vendor or venue cancels your booking before your event date, you will automatically receive a full refund. If a vendor or venue cancels within 30 days of your event, and you contact us, we will assist you in finding comparable or superior alternatives.

Vendor/Venue Event Handoff

If a vendor has an unexpected issue before the event they will be able to hand the event over to another vendor in the same area of service. The price of the original quote will be honoured by the new vendor and the customer will be under no additional financial responsibility due to the change of vendor. The customer will be notified of the change of vendor and have up to 48 hours to cancel the quote should they not be in agreement. Refunds will be issued based on the normal cancellation policy listed above.

Handling Event Issues

Any issues related to vendors, venues, or the event itself not meeting the advertised or agreed-upon standards should be reported to us no later than 72 hours after discovery. If we determine that such an issue has disrupted your event experience, we will provide a full or partial refund and, depending on the circumstances, may assist the customer in finding comparable or better alternatives. The amount refunded depends on the severity of the issue, its impact on the event, the portion of the event affected, and whether the customer chooses to continue or cancel the event.

Covered Event Issues:

Issues include, but are not limited to, instances where:

• Vendors or venues cancel reservations before your event date.
• Venues fail to provide access to the accommodations or services.
• Vendors or venues fail to disclose essential information or conditions.
• Vendors fail to deliver the agreed services.
• Listings contain inaccuracies, such as incorrect venue type, location, missing amenities.

Submitting a Claim

To be eligible for rebooking assistance or a refund, the customer must submit a claim to us no later than 72 hours after discovering the Issue, supported by relevant evidence like photographs or confirmation by the vendor, venue, or event organizer. We will evaluate the available evidence to determine whether an Event Issue has occurred.

Impact on Vendors/Venues

If a vendor, venue, or event organizer cancels a reservation or another Event Issue disrupts an event, the provider may receive no payout or may have their payout reduced by the amount refunded to the customer. In most cases, we will attempt to confirm a customer's claim with the provider, and providers may dispute an Event Issue by contacting us.

Additional Notes

This policy applies to all reservations made on or after the Effective Date and takes precedence over the reservation's cancellation policy when applicable.

Before submitting a claim, the customer must make a reasonable effort to notify the vendor, venue, or event organizer and attempt to resolve the issue directly.

We may reduce any refund or rebooking assistance to reflect any direct relief provided by the service provider.

Where a customer demonstrates that timely reporting of an Event Issue was not feasible, we may allow for late reporting.

Event Issues caused by customers, or their invitees or pets are not covered.

Submitting a fraudulent claim violates our Terms of Service.

Our decisions under this policy are binding but do not affect other contractual or statutory rights available to customers or hosts.

For questions and claims, please Contact Us.