Refund & Cancellation Policy

At TripEver we want every booking and membership to be clear, fair, and easy to understand. This policy explains how cancellations and refunds work across our hotel bookings, flight bookings, and TripEver memberships. It applies to all purchases made through tripever.com and the TripEver app.

Charges and refunds are processed in the currency and via the payment method or gateway you used to pay, and refunds are always returned to that same original payment method. Prices may be shown in your local currency for convenience; where the currency you are shown differs from the currency of the actual charge, your bank or payment provider sets any conversion rate and may add a fee. Questions? Our concierge team is available at support@tripever.com or through our Contact page, and typically replies within a few hours.

1. Hotel Bookings

Each hotel rate carries its own cancellation policy, set by the hotel or supplier. That policy is shown to you before you pay and again on your confirmation and voucher.

• Free-cancellation rates — You may cancel free of charge up to the cancellation deadline shown on your booking (in the hotel's local time). Cancel before the deadline and you receive a full refund of the amount you paid us. Cancel after the deadline and a cancellation fee — up to the full booking value — may apply, exactly as stated in your rate's policy.
• Non-refundable rates — These are offered at a lower price in exchange for being non-refundable. Once booked they cannot be cancelled or changed for a refund. Non-refundable rates are clearly labelled before you pay.
• How to cancel — Request a cancellation from your My Bookings page or by contacting our concierge. We process the cancellation with the hotel/supplier and issue any eligible refund.
• Refund timing — Eligible hotel refunds are returned to your original payment method, typically within 5–10 business days after the cancellation is confirmed. Bank processing times may vary.

2. Flight Bookings

Flight cancellations, changes, and refunds are governed by the airline's fare rules for the specific ticket you purchased. These rules are shown before you pay.

• Non-refundable fares — Many economy and promotional fares are non-refundable, or allow only a partial (taxes-only) refund. This is shown clearly at checkout.
• Refundable / flexible fares — Where the fare permits, cancellations and changes are subject to the airline's rules and any applicable airline penalty or fare difference.
• Cancellation / change requests — Submit a request from My Bookings or via concierge. We obtain a live refund/penalty quote from the airline first, so you can confirm the exact amount before proceeding.
• Airline & ticketing fees — Airline-imposed penalties, fare differences, and ticketing fees are deducted from any refund. These are set by the airline and are outside TripEver's control.
• Refund timing — Airline refunds can take longer than hotel refunds. Once the airline releases the refund we return it to your original payment method, typically within 7–20 business days.

3. TripEver Membership

TripEver memberships unlock members-only rates and benefits. Because the core benefit is a discount/access that can be consumed, membership refunds depend primarily on whether a member benefit has been used — not only on how much time has passed.

14-day cooling-off: For all paid memberships you may request a full refund within 14 days of purchase, provided no members-only benefit has been used (i.e. you have not booked at a member rate or otherwise used a membership benefit). This 14-day right applies to the initial purchase only, not to renewals.

Once a benefit is used: If you have used any members-only rate or benefit, the membership is considered consumed and the fee is non-refundable — even within the 14-day window, and even if the associated booking is later cancelled.

Access Pass — single booking · 30-day window

• Grants member rates on a single booking within a 30-day window; it applies automatically at checkout.
• Refundable in full within 14 days only if it has not been used to unlock a member rate.
• Non-refundable once used to book at a member rate — the pass is then fully consumed.
• If the 30-day window lapses unused, the pass expires; contact concierge for goodwill options.

Annual Elite — yearly

• Refundable in full within 14 days of the initial purchase, only if no member benefit has been used in that period. If a member rate was used, the realised discount is deducted from the refund, or the refund is void.
• Auto-renewal — You can cancel at any time from Account → Membership. Cancellation stops future billing and takes effect at the end of your current paid year; the current period is not refunded on a pro-rata basis. Renewal charges are not covered by the cooling-off guarantee.

Founder's Lifetime — one-time

• A one-time payment for permanent access — the cost of access, not a deposit.
• Refundable in full within 14 days only if no member benefit has been used.
• Non-refundable after the 14-day period, or earlier if a member benefit has been used.
• No renewals apply.

4. How Refunds Are Processed

• Refunds are issued to the original payment method (card, or the wallet/account used at checkout).
• Card refunds typically appear within 5–10 business days; airline refunds may take 7–20 business days.
• For payments made in cryptocurrency, refunds are issued to the original wallet at equivalent value where technically possible — contact concierge to arrange.
• Refunds are made in the same currency and to the same payment method or gateway used for the original payment. If the currency shown to you at checkout differs from the currency of the actual charge, your bank or payment provider sets any conversion rate and may apply its own fee, which we do not control.

5. Non-Refundable Items

• Non-refundable hotel rates and airline fares (as labelled at checkout).
• Used membership benefits and consumed Access Passes.
• No-shows and unused bookings where the rate or fare does not permit a refund.
• Third-party, hotel, or airline penalties and fees that are deducted from a refund.

6. Disruptions & Force Majeure

If a hotel, airline, or supplier cancels or materially changes your booking (for example a flight schedule change or a property closure), we will help you obtain any refund or alternative the supplier offers. In events beyond reasonable control — natural disasters, strikes, government actions, and similar — refunds are limited to what the supplier or airline provides.

7. How to Request a Refund

1. Go to My Bookings (hotels/flights) or Account → Membership (memberships), or contact our concierge.
2. We review the applicable rate, fare, or membership terms and confirm any eligible refund amount before proceeding.
3. Approved refunds are issued to your original payment method within the timeframes above.

Contact: support@tripever.com · Contact us · in-app concierge.

8. Your Statutory Rights

Your statutory consumer rights depend on your country of residence and the jurisdiction that applies to your purchase. Nothing in this policy limits any right you have under the applicable law of your own jurisdiction, and where local law grants you a stronger right than this policy, that right applies.

• Change of mind. Many jurisdictions do not grant a mandatory "cooling-off" cancellation period for dated travel services, so change-of-mind cancellations are governed by the cancellation terms shown to you before you paid (set out above and on each booking page). Non-refundable rates are identified as such at the time of booking. The 14-day membership cooling-off described in Section 3 is a goodwill term TripEver offers voluntarily.
• Defective or undelivered services. Regardless of any non-refundable terms, where a service you booked through us is not delivered, is materially not as described, or is defective, you are entitled to have it re-performed correctly or to receive a refund of the amount paid (or the affected part of it), in addition to any remedy available from the underlying travel provider.
• Complaints. For any refund request or complaint, please contact us first (details above); we aim to resolve issues quickly and fairly. If we are unable to resolve your complaint, you may also have the right to escalate to the consumer-protection authority in your jurisdiction.

TripEver operates internationally, with its main office based in the United Arab Emirates. For customers and transactions to which UAE law applies, this policy is consistent with the UAE Federal Law No. 15 of 2020 on Consumer Protection (and its Executive Regulations, Cabinet Decision No. 66 of 2023) and Federal Decree-Law No. 14 of 2023 on Modern Technology-Based Trade; UAE consumers may escalate unresolved complaints to the Ministry of Economy (800 1222) or consumerrights.gov.ae.