Help Centre
Help Centre
Most members reach our concierge team faster than reading a help article — but if you'd like to self-serve, the most-asked questions are below. Anything not covered here, email us directly.
We respond to support email within 30 minutes during business hours and within 2 hours overnight.
Talk to a human
- Email: support@tripever.com
- WhatsApp: Chat on WhatsApp — instant message, 24/7
- Telegram: @TripEverSupportBot — AI-powered support
- Reply to your booking-confirmation email — the thread routes straight to our concierge team.
Common questions
The full FAQ is on our FAQ page. Or jump to specific topics:
- Membership — tiers, billing, cancellation
- Bookings — modifying, cancelling, confirmations
- Payments & refunds — cards, currencies, processing times
- Butler AI — what it can do, privacy, limits
- Account & access — sign-in trouble, security, devices
Membership
What are the TripEver membership tiers?
We offer three tiers: Access Pass (single-booking, 30-day window), Annual Elite (12-month unlimited member rates), and Founder Lifetime (lifetime access plus invitation rights). Each tier shows the same wholesale rates — Annual and Founder remove the booking limits.
Can I cancel my membership?
Yes. Annual Elite can be cancelled any time from your account dashboard — refunds are prorated. Founder Lifetime is non-refundable but transferable to a family member at our discretion. Access Pass expires automatically after the booking it powered.
How do invitations work?
Founder Lifetime members can invite up to 5 people per year onto Annual Elite at a 20% discount. Annual Elite members can refer friends to Access Pass with a credit applied to both accounts. Use the Invitations tab in your account.
Bookings
Can I modify or cancel a booking?
Yes — subject to the supplier's cancellation policy, which is shown at checkout and on your booking confirmation. Most member rates carry free cancellation; some discounted rates are non-refundable. Cancel from your Bookings dashboard or email support@tripever.com.
Are bookings instantly confirmed?
Yes. We use direct supplier APIs (Duffel for flights and Stays, Entravel for hotels) — your booking is confirmed within seconds. The confirmation email and PDF voucher arrive within 1–2 minutes.
Can I book for a group?
Up to 3 rooms or 9 passengers can be booked through the standard checkout. Larger groups should contact our concierge team — we negotiate group rates that beat self-service prices.
Payments & refunds
What payment methods do you accept?
Visa, Mastercard, American Express, Discover, and Diners Club, processed securely through Stripe. We don't store full card numbers. Crypto and bank transfer are not currently supported.
How long do refunds take?
Once we issue the refund, your card issuer typically takes 5–10 business days to surface it. Stripe processes our side within minutes — the lag is on the issuer's end.
Which currencies can I pay in?
You can switch the display currency in the top utility bar (USD / EUR / GBP / AED). Charge currency matches the display currency at the time of payment.
Butler AI
Does Butler AI share my conversations?
No. Conversations with Butler AI are private to your account. We don't train models on them and we don't sell them. Clear your history any time from account settings.
What can Butler AI not do?
Butler AI can't process refunds outside the supplier's policy, override security controls, or take actions that require government ID verification (passport changes, visa issuance). For those, it hands off to our human concierge.
Account & access
How do I reset my password?
Go to /forgot-password, enter your email, and we'll send a reset link valid for 60 minutes. The link is single-use and expires when consumed.
Do you offer two-factor authentication?
2FA via authenticator app is available for admin accounts today. Member-account 2FA is on the roadmap; for now we recommend a strong unique password plus enabling email-confirmation alerts.