TripShock Partner Cancellation Policy & Fee Guide

1. TripShock Cancellations Must Go Through Our Support Team

If a partner cancels or refunds an order in their reservation system, this action does not cancel or refund the TripShock customer. TripShock is a third-party platform, and we do not receive automatic updates from supplier dashboards.

To cancel or refund a TripShock booking, you must notify our Support Team directly. Cancellations made on your side will not reflect on the customer’s end without our involvement, which can result in negative guest experiences and chargebacks.

To cancel or refund a TripShock order, contact us via:

• Email: [email protected]
• Phone: 850-424-5125 (Option 3)
• Live Chat: partners.tripshock.com

2. Supplier-Initiated Cancellation Fee Policy

Starting September 15, 2024, TripShock began charging partners a $30 fee per canceled order in the following situations:

• Trip unavailable
• Captain or crew unavailable
• Overbooking
• Minimums not met

This fee helps offset customer service, operational, and reputational costs incurred by last-minute supplier cancellations.

Fee Waiver for First Violation:

We understand the transition to this policy takes adjustment. For each product, we will waive the first violation.

3. When Fees Will Not Be Charged

You will not be charged a cancellation fee if the cancellation is due to:

• Weather or safety conditions
• Equipment failure or emergency maintenance
• API or technical errors
• A mistake by a TripShock agent

Please be sure to communicate the reason for cancellation when you notify us, so we can document it accurately and apply the appropriate policy.

4. Repeated Cancellations

TripShock reserves the right to monitor patterns of cancellations. If cancellations become frequent and proper notification is not provided, additional action may be taken, including:

• Ongoing fees
• Reduced visibility on the TripShock platform
• Potential removal of listings

We’re here to help you avoid these outcomes. Please contact us if there are operational challenges we can support you with.

5. Changes to Customer Orders

TripShock is unable to modify customer orders once they are placed. If a customer wishes to:

• Add additional tickets
• Change their date or time
• Switch to another product

The original order must be canceled and rebooked. In these cases, we will always request your approval before canceling a reservation inside your cancellation window.

If you see a cancellation you didn’t authorize, it’s likely the customer’s order was canceled and immediately rebooked per your terms. These cancellations will not result in a fee.

6. Summary of Partner Responsibilities

• Notify TripShock directly for any cancellations or refunds—do not rely on your reservation software to update us.
• Be proactive in communicating issues to avoid cancellation fees.
• Maintain accurate availability to avoid overbooking or last-minute changes.
• Keep us informed if you need operational support or are seeing patterns of issues.