Cancellation and Refund Policies

Cancellation Policy

If a TRAVEL ASSISTANT CANCELS PRIOR to beginning a trip that has already been confirmed by both parties:

Certain penalties may apply. Because cancellations disrupt Travel Clients' plans and impact confidence in the Trip Trustees community, the following penalties may apply at the discretion of Trip Trustees:

Cancellation fee

* If cancelled less than 14 days before the start date of the trip, we may collect $50 depending on the surrounding circumstances.

You agree that Trip Trustees may collect cancellation fees imposed pursuant to these Terms. Trip Trustees will consider your cancellation as a payment authorization, and may withhold applicable fees from future payouts or charge fees to your Payment Method on file.

Account suspension. If the Travel Assistant cancels 2 trips within a 12-month period, Trip Trustees reserves the right to deactivate their listing.

The Travel Client will have 2 options:

1) Transfer the Total Client Fees to a new Trip Request.
The amount paid is available to use toward a new Trip Request. Once you've found a new Travel Assistant, we'll apply your original payment to your new Trip Request and apply credits if applicable. The Travel Client will be responsible for any difference in the Total Client Fee that arises from the new Travel Assistant’s higher daily rate.

2) Get a full refund
Simply let us know and we will issue a Full Refund in accordance with our Travel Client Refund Policy.

If a TRAVEL CLIENT CANCELS PRIOR to beginning a trip that has already been confirmed by both parties.

Trip Trustees will refund the Travel Client Total Fees, minus the Travel Client Service Fee. Any nominal transaction fees incurred by 3rd party payment transactions will be charged to the Travel Client.

If a TRAVEL ASSISTANT CANCELS a trip that is past the start date and ALREADY IN PROGRESS.

Trip Trustees will refund the Total Fees to the Travel Client, minus the Travel Client Service Fee, minus the Travel Facilitator Fee for services already rendered as set forth herein:

In the case of a mid-trip cancellation by the Travel Assistant, and:

(i) it does not qualify as an Extenuating Circumstance, the Travel Client is responsible for the Travel Facilitator Fee, pro-rated hourly up to the time that the Travel Assistant cancels (based on a 24-hour day), but not for the cost of returning the Travel Assistant back to the trip’s planned completion destination.

(ii) it qualifies as an Extenuating Circumstance, the Travel Client is responsible for the Travel Facilitator Fee, prorated through the full day that the Travel Assistant cancels, but not for the cost of returning the Travel Assistant back to the trip’s planned completion destination.

Trip Trustees will work to find an alternate Travel Assistant to meet the Travel Client at their current location, and/or apply credits to the Travel Client’s account, if applicable.

If a TRAVEL CLIENT CANCELS a trip that is past the start date and ALREADY IN PROGRESS.
Trip Trustees will refund the Total Fees to the Travel Client, minus the Travel Client Service Fee, minus the Travel Facilitator Fee for services already rendered as set forth herein:

In the case of a mid-trip cancellation by the Travel Client, and:

(i) it does not qualify as an Extenuating Circumstance, the Travel Client is responsible for the cost of returning the Travel Assistant back to the trip’s planned completion destination, as well as any Travel Facilitator Fees that accrue up to and including the day that the Travel Assistant arrives back at the planned completion destination, at the Travel Assistant’s full-day rate;

(ii) it qualifies as an Extenuating Circumstance, the Travel Client is responsible for the cost of returning the Travel Assistant back to the trip’s planned completion destination but the Travel Client is only responsible for the Travel Facilitator Fee, pro-rated hourly up to the time that the Travel Client cancels (based on a 24-hour day);

(iii) it is due to a qualifying Travel Issue, the Travel Client is responsible for the Travel Facilitator Fee, pro-rated hourly up to the time that the Travel Client cancels (based on a 24-hour day), but not for the cost of returning the Travel Assistant back to the trip’s planned completion destination.


If Trip Trustees Cancels a confirmed Trip Request.

If Trip Trustees determines for any reason that it is necessary to cancel a confirmed Trip Request made via the Trip Trustee Platform, you agree that Trip Trustees will not incur any liability for such cancellations.


Refund Policy
All determinations with respect to the Refund Policy including without limitation, the type and amount of compensation shall be at Trip Trustees’ discretion and final and binding.
By using the Trip Trustees Platform, you are indicating that you have read and that you understand and agree to be bound by this Refund Policy.
In addition to non-Travel Issue related refunds, our Refund Policy also addresses Travel Clients who have paid Total Client Fees and who suffer a Travel Issue (as defined below):
“Travel Issue” means any one of the following:

the Travel Assistant’s Listing is materially inaccurate with respect to:
the scope of the Travel Facilitator Services being fraudulent or grossly different from that listed in the Travel Assistant’s listing, and causing a clear and imminent danger to the Travel Client, and as determined by Trip Trustees.
any gross negligence by the Travel Assistant based on information provided in a police report or other such official evidence or documentation, and as determined by Trip Trustees.

at the start of the Trip, the Travel Assistant or Travel Client is not of acceptable hygiene or health and poses safety or health hazards that would reasonably be expected to adversely affect the safety or health of the other Trip Trustees Member, and as determined by Trip Trustees.
Conditions to Claim a Travel Issue
To submit a valid claim for a Travel Issue and receive resolution assistance, you are required to meet each of the following conditions:
you must have exercised reasonable efforts to remedy the Travel Issue with the Travel Assistant prior to making a claim to Trip Trustees;

you must be the Travel Client that booked the Trip;

you must bring the Travel Issue to the attention of Trip Trustees in writing (email is acceptable) or via telephone and provide us with information (including photographs, police reports or other evidence) of the circumstances surrounding the Travel Issue (i) as soon as possible after the Travel Issue is discovered, or (ii) initiated within 24 hours after the completion of the trip;

you must not have directly or indirectly caused the Travel Issue (through action, omission or negligence); and

you must respond to any requests from Trip Trustees for additional information.

To assist us in placing a hold on the Travel Assistant's payout while a Travel Issue is pending, please contact us within 24 hours of the incident. The Travel Assistant will be paid the Travel Facilitator Fee in-full 24 hours after the scheduled completion of the trip, after which, refunds to the Travel Client may depend upon recovering said monies from the Travel Assistant.

Post Trip overpayments:

If, as a Travel Assistant, it is determined that you have been over paid, or paid for Travel Facilitator Services not rendered, in dispute due to a Travel Issue, or for any other reason such including but not limited to an accounting error, you agree that Trip Trustees will be entitled to recover the amount of any such refund from you, including by subtracting the amount from any future payouts or by charging your payment method on file.

General Provisions
No Assignment/No Insurance:
This Refund Policy is not intended to constitute an offer to insure, does not constitute insurance or an insurance contract, and does not take the place of insurance obtained or obtainable independently by the Travel Client or Travel Assistant. Neither the Travel Client, nor the Travel Assistant pay any premiums through the Trip Trustees’ platform. The benefits of resolution assistance provided under our Refund Policy are not assignable or transferable.
Modification or Termination:
Trip Trustees reserves the right to modify or terminate this Refund Policy at any time, at its sole discretion. If Trip Trustees modifies this Refund Policy, we will post the modification on the Trip Trustees Platform or provide you with notice of the modification and Trip Trustees will continue to process all claims for Travel Issues made prior to the effective date of the modification.
Entire Agreement. This Refund Policy constitutes the entire and exclusive understanding and agreement between Trip Trustees and you and supersedes and replaces any and all prior oral or written understandings or agreements between Trip Trustees and you regarding the Refund Policy.
Contacting Trip Trustees 
Please make reasonable efforts to communicate the other Trip Trustees Member via the electronic messaging means provided on the Trip Trustees platform. We will be able to verify this in your account.

If you have any questions about these Terms please contact Trip Trustees.
Trip Trustees
2355 Centerville Road #12461
Tallahassee, FL 32308-9998

(850) 391-8040
[email protected]


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American seniors aspire to travel.

Trip Trustees provides older Americans a connection to local Travel Assistants who display trust and reliability, from their careers in civic duty service and leadership in their own community.

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