Security Policy

USERS REFUND POLICY TERMS

These terms and conditions govern the Trepr’s User Refund Policy (the User Refund Policy) available to Seekers who request travel services listed by a Traveler through the Trepr platform (the "Site"), suffer a Service Issue and the obligations of the Traveler associated with the User Refund Policy.


  1. Service Issue. A Service Issue means any one of the following but accepted to certain degree (which is up to Trepr’s discretion):

    1. the Traveler of the travel Service
      • cancels a request shortly before the scheduled start of the service, or
      • fails to provide the Seeker with the reasonable travel service (e.g., by providing the status or by communicating delay if any).

    2. the description of the travel service in the listing on the Site is materially inaccurate with respect to:
      • the extent of travel service (e.g., incorrect source & destination, misleading package or project details, incorrect location specified for project etc.),
      • special conditions or features represented in the listing description are not provided as agreed upon
      • Damaged, stolen or undelivered items reported in any of travel services.

    3. at the start of the Seeker’s service, the travel service:
      • User doesn’t report on time
      • Traveler delegates another person to serve without prior approval or notice
      • Information provided by Member is mismatching.

  2. The User Refund Policy. If you are a Seeker and suffer a Service Issue, we agree, at our discretion, to either

    • reimburse you up to the amount paid by you through the Site, as determined by Trepr in our discretion, depending on the nature of the Service Issue suffered or

    • use our reasonable efforts to seek alternative traveler and serve your travel service request which in our determination is reasonably comparable to the travel services described in your original request in terms of number of services, nature of the service, and cost involved. All determinations of Trepr with respect to the User Refund Policy, including without limitation the size of any refund, shall be final and binding on the Seekers and Travelers.


  3. Conditions to Claim a Service Issue. Only a Seeker may submit a claim for a service Issue. If you are a Seeker, in order to submit a valid claim for a service Issue and receive the benefits with respect to your request, you are required to meet each of the following conditions:

    • you must bring the Service Issue to our attention in writing (Trepr.com/contact) or via telephone and provide us with information (including photographs or other evidence) about the travel service and the circumstances of the Service Issue within 24 hours after the completion of your travel service, and must respond to any requests by us for additional information or cooperation on the Service Issue.

    • you must not have directly or indirectly caused the Service Issue (through your action, omission or negligence).

    • you must have used reasonable efforts to try to remedy the circumstances of the Service Issue with the Traveler prior to making a claim for a Service Issue.


  4. Minimum Quality Standards, Traveler Responsibilities and Reimbursement to Seeker. If you are a Traveler, you are responsible for ensuring that the travel services you list on the Site meet basic expectations and minimum quality standards regarding communication, status notification, courtesy call or action and do not present a seeker with Service Issues. During the 24-hour period following the Seeker’s service, Travelers should be available, or make a third-party available, in order to try, in good faith, to resolve Seeker issues.

    If you are a Traveler, and if

    • Trepr determines that a Seeker has suffered a Service Issue related to a travel service listed by you and

    • Trepr either reimburses that Seeker any amount up to the amount paid or no amount quoted by the Seeker through the Site for the travel service or provides an alternative travel service to the Seeker, you agree to reimburse Trepr up to the amount paid by Trepr within 10 days of Trepr’s request. All determinations of Trepr with respect to the User Refund Policy, including without limitation the size of any refund to the Seeker, shall be final and binding on the Seekers and Travelers. You also agree that in order for you to reimburse Trepr up to the amount paid/negotiated by Trepr, Trepr may off-set or reduce any amounts owed by Trepr to you by this amount. Trepr also has the authority to charge traveler’s payment method, even without your consent, for an amount that you owe to Seeker for any loss incurred due to Service Issue. If the Seeker remains for part or all of the travel service despite the Service Issue, the Seeker will receive a refund that will reduce the amount of the Service Fees ultimately paid to you. If the Seeker has found an alternative travel service, you may lose part or all of the travel service Fee payment for the request and you may be responsible for reasonable additional costs incurred for the inconvenience caused or charges that caused Seeker to find alternative travel service.


    The rights of the Seekers under the User Refund Policy supersede the cancellation policy established by a Traveler. If you dispute the Service Issue you may notify us in writing (Trepr.com/contact) or via telephone and provide us with information (including photographs or other evidence) disputing the claims regarding the Service Issue, provided you must have used reasonable and good faith efforts to try to remedy the Service Issue with the Seeker prior to disputing the Service Issue claim. You agree that all determinations of Trepr with respect to the Service Issue shall be final and binding on the Seekers and Travelers regardless of your submission of a dispute against such Service Issue. In the event of one or more Service Issues, Trepr, in its discretion, may elect to take additional actions. These actions include, but are not limited to, negatively affecting your listing ranking, automated reviews indicating Service Issues, cancelling future bookings, suspending or removing the listing of the travel service or imposing penalties or fees for the administrative burden associated with the Service Issues.


  5. General Provisions.

    1. No Assignment/No Insurance. This User Refund Policy is not intended to constitute an offer to insure, does not constitute insurance or an insurance contract, does not take the place of insurance obtained or obtainable by the Seeker, and the Seeker has not paid any premium in respect of the User Refund Policy. The benefits provided under this User Refund Policy are not assignable or transferable by you.

    2. Modification or Termination. Trepr reserves the right to modify or terminate this User Refund Policy, at any time, in its sole discretion, and without prior notice. If Trepr modifies this User Refund Policy, we will post the modification on the Site or provide you with notice of the modification and Trepr will continue to process all claims for Service Issues made prior to the effective date of the modification.

    3. Entire Agreement and Definitions. This User Refund Policy constitutes the entire and exclusive understanding and agreement between Trepr and you regarding the User Refund Policy and supersedes and replaces any and all prior oral or written understandings or agreements between Trepr and you regarding the User Refund Policy. Capitalized terms not otherwise defined herein shall have the meaning set forth in the Trepr Terms of Service.

    4. Controlling Law. This User Refund Policy will be interpreted in accordance with the laws of the United Kingdom, without regard to its conflict-of-law provisions.

    5. Limitation of Liability. IN NO EVENT WILL TREPR’S AGGREGATE LIABILITY ARISING OUT OF OR IN CONNECTION WITH THIS TREPR POLICY TERMS, EXCEED THE AMOUNT OF THE TRAVEL SERVICE FEES / QUOTE FOR PEOPLE, PACKAGE AND PROJECT SERVICES COLLECTED BY TREPR FROM THE SEEKER. SOME JURISDICTIONS DO NOT ALLOW THE EXCLUSION OR LIMITATION OF LIABILITY FOR CONSEQUENTIAL OR INCIDENTAL DAMAGES, SO THE ABOVE LIMITATION MAY NOT APPLY TO YOU.

      YOU ACKNOWLEDGE AND AGREE THAT, BY POSTING A LISTING OR REQUESTING A travel SERVICE OR OTHERWISE USING THE SITE, SERVICES AS A TRAVELER OR A SEEKER, YOU ARE INDICATING THAT YOU HAVE READ, AND THAT YOU UNDERSTAND AND AGREE TO BE BOUND BY THESE POLICY TERMS.


  6. Contacting Trepr. If you have any questions about the User Refund Policy, please contact Trepr at http://Trepr.com/contact.


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