Requests and responsibilities

Contact Tripand support through Contact Us, Telegram or WhatsApp, quoting the order reference and describing the issue. Tripand reviews the request, coordinates with the provider and informs you of the outcome. Do not send passwords or payment credentials.

Request cancellation or a refund through Tripand. Tripand coordinates with the provider and arranges approved refunds of funds it received. Service-specific cancellation conditions and any deductions must be disclosed before payment; mandatory consumer rights remain applicable. These terms do not introduce a fixed cancellation penalty or a new refund deadline.

Unconfirmed or cancelled services

If a booking cannot be confirmed, Tripand arranges a refund of the funds received for it. If a confirmed service is cancelled by the provider or materially changed in a way you cannot reasonably accept, Tripand coordinates an available alternative with your agreement or a refund of the affected amount, subject to applicable mandatory law.

Customer cancellations and no-shows

Cancellation, late arrival, no-show and missing-document cases are reviewed under the conditions disclosed for the order before payment and mandatory law. No automatic forfeiture of the entire payment is created by this policy. Contact support promptly if travel plans change.

Refund method and payment errors

Approved refunds normally use the original payment method where possible. Tripand communicates the amount, method and expected processing time before initiating the refund; timing depends on the relevant payment service. For a cryptocurrency refund, the asset, amount and destination or service are confirmed before execution. There is no automatic promise to recalculate at the current market rate.

For an underpayment, overpayment or incorrect transfer, provide the order reference and transaction identifier to support for verification. Do not send a second payment without clarifying how the first payment has been allocated.

Exceptional events and existing orders

Weather, border decisions and other external events are reviewed with the provider under the order conditions and mandatory law. This does not remove Tripand responsibility for its own obligations. Revised policies do not retrospectively alter conditions accepted for existing orders.