TripShock Partner Policy & Best Practices Guide

1. Pricing Updates Must Be Submitted in Writing

Unless you are one of our very few remaining non-integrated partners, all pricing changes must first be updated in your reservation system, as TripShock pulls pricing data directly from there in most cases. However, it is equally important to notify us by email whenever pricing is changed so we can verify and confirm those updates on your TripShock listing.

To ensure accuracy and protect both parties, we do not accept pricing updates by phone. All pricing updates must be submitted via email to ensure accuracy, accountability, and a written record of the request. This policy helps prevent miscommunication and ensures your pricing reflects exactly what you intend.

To submit a pricing update, please email: [email protected].

2. Calendar Management & Availability

All schedule and availability updates must be made directly in your reservation system. This ensures the information TripShock displays to guests is current and accurate.

However, it’s your responsibility to also check your TripShock listing regularly to confirm that your calendar is syncing properly. If your reservation system and TripShock listing don’t match, you may encounter:

• Overbookings
• Missed trips
• Refunds and cancellation fees
• Decreased listing visibility

Frequent review of your listing helps prevent errors and protects both your revenue and your reputation.

3. Guest Order Modifications

TripShock is unable to modify orders once they are placed. If a guest wants to:

• Add more tickets
• Change the tour time or date
• Switch to another product

The original order must be canceled and rebooked.

We will never cancel a booking within your stated cancellation window without your approval, except in cases where rebooking is required and authorized. If you see a cancellation you didn’t approve, it was likely rebooked by our team for the same guest, based on your policy.

4. Review Policy: Feedback, Not Flawlessness

TripShock believes in transparency and values guest feedback. Here’s how we manage reviews:

• We do not delete reviews solely because they are negative. Partners are encouraged to respond constructively to clarify misunderstandings and educate future guests.
• Reviews that are off-topic, irrelevant, abusive, or written by no-shows may be removed at our discretion.
• If you believe a review violates our content policy, please contact us to have it reviewed.

Guest feedback is an opportunity—not a threat—and partners who engage respectfully tend to earn more trust and future bookings.

You can view and respond to reviews by logging into:

Guest feedback is an opportunity—not a threat—and partners who engage respectfully tend to earn more trust and future bookings.

You can view and respond to reviews by logging into:

• The Partner App
• TripShock Extranet

Need help or have questions about a review? Email us at: [email protected].

5. Credit Card Disputes: Timely Response is Critical

When a guest files a credit card dispute, TripShock will immediately contact you for supporting documentation. To protect your revenue:

• You will be given a strict deadline to submit the required materials.
• If documentation is not received on time, we will be forced to submit the dispute without it—and may lose the chargeback.
• In those cases, TripShock is not liable for the chargeback amount.e.g., banking details or email)

For guidance on preventing and responding to disputes, please refer to our full blog article: Dealing with Credit Card Disputes, Chargebacks, and How to Avoid Them Altogether.

6. Cancellation Policy & Partner Fees

To maintain a positive guest experience and protect the integrity of our marketplace, TripShock has implemented the following cancellation policy:

TripShock Cancellations Must Be Handled by Our Support Team

Cancelling or refunding a booking in your reservation system does not cancel or refund the TripShock customer.

All cancellation requests for TripShock guests must be communicated directly to our Support Team.

Contact Support to cancel or refund a booking:

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

$30 Cancellation Fee Policy

Effective September 15, 2024, partners will be charged a $30 cancellation fee per order if cancellations are due to the following:

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

This fee helps offset the time and resources required to handle guest communication, refunds, and platform corrections.

Fee Waivers & Exceptions

We will waive the first violation per product under this policy.

No fee will be charged if the cancellation is due to:

• Weather-related concerns
• Mechanical or maintenance issues
• API or technial failure
• TripShock agent error

Failure to notify TripShock of cancellations can result in additional action, including reduced visibility or removal from the platform.