Refund Policy

Refund eligibility is determined by how far in advance of your scheduled departure you cancel. The following schedule applies to all standard bookings on the Trekka platform:

Cancellations and refund requests are handled directly through your Trekka account. The process is straightforward:

1. Log in to your Trekka account at trekkatravels.com or through the Trekka mobile app
2. Navigate to "My Bookings" from your dashboard
3. Select the specific trip you wish to cancel
4. Click "Cancel Booking" and follow the confirmation prompts
5. Your refund will be calculated automatically based on the schedule above and initiated within 2 hours

Trekka initiates all approved refunds within 2 hours of confirmed cancellation. The time it takes for the funds to reach your account depends on your payment method:

Full Automatic Refund — 100%, No Cancellation Fee

In the following circumstances, you are entitled to a full refund with no cancellation fee applied, regardless of timing:

In some cases, a partial refund may be appropriate — where the service was delivered but fell below the standard that was booked or reasonably expected. Partial refund amounts are determined on a case-by-case basis by Trekka's support team following a review.

Partial refunds may apply in the following situations:

• Service quality significantly below the standard advertised by the transport company
• Vehicle issues affecting passenger comfort but not constituting a safety concern
• Trip delay of between 1 and 3 hours
• Overbooking resolved with an alternative arrangement provided — and the alternative was materially inferior

All refunds are issued to the original payment method used at the time of booking. Trekka does not redirect refunds to a different account, card, or phone number without verification.

If your original payment method is no longer available — for example, a cancelled card or a deactivated mobile money number — please contact our support team at refunds@trekkatravels.com before requesting a cancellation so we can arrange an alternative refund route securely.

Before cancelling, consider modifying your booking instead. Modifications are generally subject to lower fees than cancellations and keep your journey intact.

• Date or time changes — Free if made 48+ hours before departure, subject to seat availability on the new date or time
• Route changes — Permitted based on availability. Any fare difference will be charged or refunded accordingly
• Passenger name changes — Permitted up to 24 hours before departure at no charge

To modify a booking, go to "My Bookings" in your account dashboard and select "Modify Booking" on the relevant trip. If the option is unavailable, contact support at support@trekkatravels.com.

For group bookings of 5 or more passengers, the following specific rules apply:

• Partial cancellations are calculated per individual passenger using the standard refund schedule in Section 1
• The group organiser may cancel individual passengers from the booking without cancelling the entire group reservation
• Individual passenger self-service cancellation within group bookings is built into Trekka's system architecture — full self-service UI will be available post-launch
• For charter or bulk transport bookings, separate terms apply — contact our partnerships team at partners@trekkatravels.com

Bookings made using promotional codes, platform discounts, or special offers are subject to the following additional conditions:

• Some promotional fares are designated as non-refundable — this will be clearly stated at the time of booking before payment is completed
• Where a refund is applicable, it is calculated based on the discounted fare actually paid — not the original full price
• Promotional codes are single-use and cannot be reissued or reapplied after a cancellation
• Trekka platform credits or vouchers issued as compensation are not redeemable for cash

Please review the specific terms of any promotion before completing a discounted booking, as promotional refund terms supersede the general schedule where they are more restrictive.

If you believe a refund decision is incorrect or you have not received a refund you are entitled to, the following process applies:

1. Contact support@trekkatravels.com with your booking reference number and a clear description of the dispute
2. Provide any relevant supporting documents — receipts, photographs, medical documentation, or incident reports
3. Trekka will acknowledge your dispute within 48 hours of submission
4. Full resolution will be provided within 5 business days
5. If your case is unresolved after 5 business days, it is automatically escalated to Trekka's senior management for review

Some transport companies operating on the Trekka platform may have their own refund and cancellation policies that differ from Trekka's general schedule. Where a transport company's policy offers more favourable terms to the passenger — for example, a longer cancellation window or a higher refund percentage — those terms will apply to that booking and will be clearly communicated at the time of booking.

Trekka's general refund schedule acts as the minimum standard. No transport company listed on Trekka may enforce terms less favourable to passengers than those described in this policy.

In the event of circumstances beyond the reasonable control of Trekka or its transport company partners — including but not limited to natural disasters, extreme weather events, acts of war, government restrictions, public health emergencies, or nationwide transport disruptions — special refund or rescheduling arrangements may apply.

In such cases, Trekka will:

• Notify all affected travellers by email as soon as reasonably practicable
• Publish a clear update on the Trekka platform and website outlining the applicable refund or rescheduling options
• Work with transport company partners to offer alternative travel dates or full refunds where the journey cannot be completed

Force majeure events do not affect your right to a full refund where a trip is cancelled by the transport company — that entitlement remains regardless of the reason for cancellation.

For all refund inquiries, cancellation assistance, or dispute submissions, reach out through any of the channels below. Our team is available 24 hours a day, 7 days a week for urgent travel issues.