Tripshepherd Booking Terms & Cancellation Policy

Status: Draft — pending review by legal counsel. This document describes how the platform actually processes bookings today and the policy we apply to refunds, cancellations, and rescheduling. The Operator-specific cancellation window shown at checkout is what is contractually applied; this document explains the framework.

These Booking Terms apply to every booking made through Tripshepherd. They sit alongside our Terms of Use, Privacy Policy, and the Tour Participation Waiver. Where there is a conflict, the document with the most specific terms for the situation controls.

1. Who you are booking with

Tripshepherd is a technology platform that powers tours operated by independent businesses ("Operators"). When you make a booking, you are entering an agreement with the Operator to deliver the experience. Tripshepherd processes the booking, collects payment on the Operator's behalf, and supports the booking with messaging, ETA, check-in, and operational tooling.

The cancellation window, refund eligibility, and any Operator-specific rules shown at checkout are set by the Operator and form part of your booking contract. The framework in this document applies unless the Operator has set stricter or more generous rules.

2. Booking confirmation

A booking is confirmed only after:

1. you complete checkout and accept these Booking Terms;
2. your payment authorisation succeeds;
3. you receive an emailed booking confirmation with a booking reference number.

Until you receive a confirmation, no booking exists, and seats remain available to other customers. If your payment is authorised but the booking fails (for example because availability disappeared during checkout), we will reverse the authorisation or issue a refund.

3. Pricing, currency, taxes, and fees

• Currency. Each tour is priced in the currency selected by the Operator and displayed at checkout. Your card may convert to your local currency at a rate set by your card issuer or wallet, which may include a foreign-exchange fee.
• Taxes. Where required by law, applicable taxes (sales tax, GST, HST, VAT, occupancy tax) are calculated at checkout and added to the price. Tax rates depend on the location of the tour and on tax rules in effect at the time of booking.
• Service fees and surcharges. Any platform service fee, processing fee, or third-party surcharge is shown before you pay.
• Promo codes. Promo codes have an expiry and may be limited by tour, date, or quantity. Misuse may result in cancellation of the discount or the booking.

Prices may change at any time, but the price displayed at the moment of booking and shown in your confirmation is the price you pay.

4. Payment

• Payment is taken in full at booking confirmation unless the checkout page explicitly offers a deposit or pay-on-arrival option.
• We process payments through third-party processors, currently Stripe.
• The charge appears on your statement under a descriptor that identifies Tripshepherd or the Operator.
• We do not store your full card number; payment data is stored by the payment processor.
• Currency conversion charges, foreign transaction fees, or wallet processing fees imposed by your bank or wallet are not collected by us and not refundable by us.

If your payment is declined, the booking will not be created. If a previously successful payment is later reversed (for example due to a chargeback), the related booking may be cancelled and your participation may be refused.

5. Cancellation by you

Default cancellation framework. Each tour has its own cancellation window shown at checkout. This document sets the framework that applies to all bookings. The Operator's specific window controls.

5.1 Standard window

Unless the tour page or your confirmation says otherwise, our standard framework is:

• More than 24 hours before the tour start time — you may cancel for a full refund of the amounts you paid through the Platform.
• Less than 24 hours before the tour start time — refunds are at the discretion of the Operator and may be reduced or denied, except where required by law.

5.2 How to cancel

You can cancel by:

• using the "Cancel booking" option in your account or in your booking confirmation email;
• replying to your booking confirmation;
• contacting Operator support via the channels listed in your confirmation.

We confirm cancellations by email. The cancellation takes effect at the time we record the request.

5.3 Refund timing

Refunds are issued to the original payment method through the same processor used to charge. Settlement times depend on your bank or card issuer and typically take 5 to 10 business days to appear on your statement. Refunds in a foreign currency may differ from the original charge due to exchange-rate movement.

6. Cancellation by the Operator

The Operator may cancel a booking for reasons including:

• severe or unsafe weather, sea, or road conditions;
• equipment, vehicle, or staff unavailability;
• venue or attraction closure or capacity reduction;
• public-health restrictions or government orders;
• minimum-participant requirements not met;
• safety, regulatory, or operational reasons.

Where the Operator cancels, we will:

• notify you as soon as reasonably possible using the contact details on the booking;
• offer you, where available, the option to reschedule to another date or experience of equivalent value;
• otherwise, refund you in full to the original payment method.

The Operator is not liable for additional, indirect, or consequential expenses you may have incurred (for example travel, accommodation, or non-refundable third-party costs) except where required by law.

7. Rescheduling

Where rescheduling is offered:

• it is subject to availability of the new date, time, and tour;
• it must be requested through the Platform or via Operator support;
• price differences (if any) are charged or refunded against the original payment method;
• where the new tour or date is materially different (for example a different city, attraction, or product), it may be processed as a cancellation followed by a new booking.

Some bookings (especially OTA-originated bookings, see Section 11) cannot be rescheduled and must be cancelled and rebooked.

8. Late arrival and no-show

Tour start times are firm. If you arrive late or miss the start:

• the Operator will, where reasonably possible, integrate you into the tour in progress, but cannot delay other guests or change route logic;
• if you arrive after the latest practical join point, you are treated as a no-show;
• no-show bookings are non-refundable, except where required by law.

To avoid being treated as a no-show, please arrive at least 10 minutes before the start time and confirm your presence with the guide using the meeting instructions in your confirmation.

9. Group bookings, minors, and waivers

• A booking organiser may book seats on behalf of other adults, but each adult participant signs the Tour Participation Waiver separately before the tour begins. A booking organiser cannot sign for other adults.
• Minors cannot participate unless the guardian section of the waiver is completed in full before the tour begins, by a parent or legal guardian.
• For tours that involve food or beverages, allergies and dietary restrictions disclosed at booking are passed to the Operator and the guide. Please disclose them at booking, not at the door.

10. Changes to the experience

Operators may make minor changes to the route, order of stops, vehicles, or guides for reasons including weather, traffic, attraction availability, queue times, or operational needs. The core character of the experience will be preserved. If the change is so substantial that it materially reduces the value of what you booked, you may cancel for a refund.

11. Bookings made through OTAs and resellers

If you booked through an online travel agency or reseller (for example Viator, GetYourGuide, Bokun, FareHarbor, or Trip.com), the cancellation policy and refund process of that channel applies and is administered by the channel, not by Tripshepherd. You should contact the channel where you booked for cancellations or refunds. We support the Operator with operational evidence (manifest, check-in, communications) to resolve disputes raised through those channels, as described in the Tour Participation Waiver and Privacy Policy.

12. Chargebacks and disputes

If you have an issue with a booking, contact us first — most issues are resolved faster directly. Where you initiate a chargeback before contacting us:

• we may share booking, communication, check-in, and waiver evidence with your bank, card network, or dispute-resolution body to defend the charge;
• bookings linked to an active dispute may be paused until the dispute is resolved;
• repeated, unjustified chargebacks may lead to suspension of your account under the Acceptable Use Policy.

13. Currency, refunds, and tax adjustments

• Refunds are made in the same currency as the original charge. Differences caused by exchange-rate movement between the original charge and the refund are not made up by us.
• Refundable taxes are returned proportionally with the refund. Non-refundable taxes (where the destination jurisdiction does not allow refund) are not returned.
• Service fees, processing fees, or non-refundable third-party fees disclosed at checkout may be retained where the cancellation is initiated by you.

14. Communications about your booking

We will send essential booking communications by email, SMS, push notification, and in-app message. These include confirmations, reminders, weather or itinerary updates, ETA / pickup coordination, and check-in instructions. They are not promotional and you cannot opt out without losing the ability to receive critical operational information about the booking.

You can manage marketing communications separately in your account settings.

15. If something goes wrong on the tour

If something goes wrong during the tour (safety incident, lost property, complaint), please:

• speak to your guide or the on-site Operator team first — most issues are resolved on the spot;
• if a complaint cannot be resolved at the time, raise it with the Operator's support team within seven (7) days of the tour, with photos, names, and timestamps where possible;
• copy info@tripshepherd.com if you would like the Platform team to assist.

16. Liability

Tripshepherd's role is the technology platform; the Operator delivers the tour. The limitation of liability set out in our Terms of Use applies to your use of the Platform. The Tour Participation Waiver governs participation risk and Operator liability.

17. Changes to these Booking Terms

We may update these Booking Terms from time to time. Material changes will be communicated through the Platform or by email, and the "Effective" date and version on this page will be updated. Bookings made before a material change continue to be governed by the version of the Booking Terms in effect at the time of booking, unless the change is required by law or is more favourable to you.

18. Contact

For booking and refund support, contact the Operator listed on your confirmation, or:

• Email: info@tripshepherd.com
• Phone: 1-888-961-6584