Support

After you pay (or claim a free ticket) each ticket gets its own QR code. It's in your email and under My tickets in your dashboard. Show it on your phone at the door and the host scans it. Each ticket works once.

The ticket price, plus a booking fee of 4.6% (at least KES 20) on each paid ticket, shown before you pay. Some hosts absorb the fee, and a host's first paid event has none, in which case the price you see is all you pay. Free tickets have no fee.

Each event shows its own refund policy before you buy, and you can cancel tickets from My tickets, where you see the exact refund first. A full refund includes the booking fee. When only part of the ticket price comes back, the fee is not refunded. If the host cancels the event, you are refunded, fee included, less the payment processing charge.

Stock is checked again the moment your payment lands. If the last tickets went to someone else a second earlier, you are refunded automatically, less the payment processing charge like every refund, and told straight away.

ID-verified leaders. A host's first event is checked by our team before it goes live, then their later events go live straight away. Events are limited to 500 tickets for now.

Open the event from My events and tap Open check-in. Scan each guest's QR code with your phone camera, or type their ticket code. A ticket that was already scanned, cancelled or is for a different event is refused with a clear message, and you see a live count of who has arrived.

Like trips, the money is held safely. An order whose tickets were all scanned at the door is paid as soon as the host closes the event, or after it ends if they do not close it. Any other order is paid 24 hours after the event ends, which leaves time for problems. If a guest reports a problem, the payout waits until we've looked at it.

You can pay with an M-PESA request on your phone: after you press Reserve you choose M-PESA, enter your Safaricom number and we send a payment request to your phone. Enter your PIN to pay, and the page moves on by itself once the payment arrives. Or choose Card to pay on our secure payment page (handled by Paystack), where you can also pay by M-Pesa or bank. The M-PESA request is not offered for gift vouchers; those use the payment page. We never see or store your card details or M-Pesa PIN.

If you did not finish paying, nothing was charged, and an unfinished payment is cleared automatically after 30 minutes. If you did pay (you have an M-Pesa message), wait a few minutes: we check with M-Pesa and Paystack automatically and confirm your booking. If it is still not confirmed after 15 minutes, write to us with the M-Pesa receipt number and we will sort it out.

When you pay for a spot, your money goes into TwendeTrips' account, not directly to the leader. (A few verified companies, and some independent organisers the team has vetted itself, are paid directly instead: your payment is split as you make it, our fee to us and the rest to the company's own account, and the company is responsible for refunds. Your cancellation policy and your rights are the same.) Once a trip is confirmed to run we may pay the leader 60% of their share early, so they can plan and pay suppliers. The last 40% is paid after the trip meets: the leader ticks off each guest who arrived and marks check-in complete, and we pay the rest 15 minutes after that. Everyone ticked in is told, so if you were marked as there but were not, you can report it (the sooner the better, ideally within those 15 minutes) and we will look into it. That never changes your rights: if the trip does not run you are refunded from our own funds (less the payment processing charge). If you report a problem before the final payment is sent, we keep it on hold while we look into it.

There is no booking fee on top. The price you see on a trip is the price you pay. The organiser pays our fee out of what they earn, and it covers secure payment, refund protection and our support. Verified agencies share it with you: they pay 50% of it themselves, so you pay less. Some trips, from new leaders on our launch offer, carry no booking fee at all, and the trip page says so.

Yes, up to 8 spots in one booking, and you pay for all of them. If your friends would rather pay for themselves, use the friends option below.

Yes. When you reserve your spot, choose "Friends paying for themselves?" and pick how many spots to hold. You pay only for your own spot, then share the link we give you (there's a WhatsApp button). Each friend opens it, signs in, and pays for one spot as their own booking, with their own emergency contact and their own cancellation and refund.

Held spots are kept for 24 hours from your payment, or until the trip's booking cutoff if that comes sooner. After that, any spot nobody has paid for goes back to the trip for anyone to book, and we tell you how many friends made it. You are never charged for a friend's spot. If a friend pays just after their hold ended and the trip has filled up in the meantime, they're refunded in full automatically, with nothing deducted.

Some leaders allow it. If they do, you'll see a deposit option at checkout. You can pay the rest all at once or in parts of at least KES 1,000. The leader sets the date the balance is due, and you see it before you pay. We remind you 3 days and 1 day before, and on a longer plan we suggest a schedule and nudge you if you fall behind. If the balance is not paid in full by then, your spot is released for someone else and the leader keeps what you have paid.

Some trips, for example ones with park or conservancy entry fees, charge different prices depending on who you are. Pick the one that honestly applies to you at checkout. The leader or the park may ask for proof.

It is optional, but it means your leader can reach someone if they can't reach you on the trip. Only the leader of that trip can see it, other travellers never do, and we delete it 12 months after the trip ends. If the leader requires a waiver, it covers the risks specific to that trip.

Leaders can close bookings a set number of hours before departure so they can plan their final headcount. Once that time has passed you can't book, even if spots remain.

It depends on the trip's cancellation policy, which you see on the trip page and before you pay. Cancel any time from your dashboard, the refund is automatic and shows you the exact amount first. Until the trip is confirmed to run you can cancel and get your money back. After that the policy decides: a full refund includes our booking fee, and when only part of the price comes back the fee is not refunded. You are always refunded, fee included, if the leader cancels or the trip doesn't reach its minimum numbers. Every refund is paid back less the payment processing charge, which is what Paystack charged on your payment and does not return to us (usually about 1.5% for M-Pesa and 2.9% for cards). If you paid with an M-PESA request on your phone, the refund goes back to that same phone, less the same kind of charge. The cancel screen shows the exact amount before you confirm.

The leader picks one of five policies for their trip, and you see it before you pay. Flexible: Full refund up to 48 hours before. Best for short-notice trips and events. Moderate: Full refund up to 3 days before, half back up to 24 hours before. Standard: Full refund up to 14 days before, half back from 7 to 14 days. Strict: Full refund up to 30 days before, half back from 14 to 30 days. No refunds: Bookings are not refundable if the traveller cancels. The policy you booked under is the one that applies to you, even if the leader changes it later. Whatever the policy, you are always refunded if the leader cancels or the trip doesn't reach its minimum numbers, less the payment processing charge (see the next answer).

Open your dashboard, find the booking, and choose "Cancel this booking". It shows the exact refund before you confirm. Refunds go back the way you paid and can take a few days to appear, depending on your bank or mobile money provider.

Every trip with a minimum shows a confirm-by time on its page. If the minimum isn't reached by then, the leader can run the trip with the people who booked (you are told, and you can still cancel for a full refund for 48 hours) or cancel it. If the leader does nothing, we cancel it and refund everyone, automatically, shortly after the confirm-by time. Same if the leader cancels for any reason.

Spots your friends haven't paid for yet are released straight away. Friends who already paid keep their own bookings, and each of them can cancel on the usual refund policy.

The leader must tell you. If the change is significant and you don't accept it, contact us and we'll help sort out a fair outcome.

Trending is real demand: trips with at least two spots paid for in the last 14 days, or that are at least half full, and still bookable. Leaving soon is the soonest departures you can still book. Featured is a badge a leader pays for, shown in its own filter. Paying for Featured never changes where a trip ranks or whether it appears in Trending.

Save is a bookmark for trips you like. Watchlist is for trips you're seriously considering but not ready to commit to. When you're signed in, both follow your account across devices, and for a trip you saved or watch we tell you when a spot opens on a full trip, and once when it's down to 3 spots.

When a trip is full you can join its waitlist. If a spot opens up we email you straight away. It's first come, first served, so whoever books first gets it.

Only people who took a trip can review it, once per booking, after it has ended. We email you a reminder the day after. Leaders can't review their own trips.

Use the Contact page, or tap "Get help with this booking" under any booking in your dashboard, which attaches the booking for you. You get a request number straight away, and a person on our team replies by email and on a page of its own that you can come back to. Every request is read by a person, and you can write back on the page to add more. If you wrote without signing in, keep the link in your email. You can also see all your requests from your account menu under My support requests. In an emergency on a trip, call 999 or 112 first.

Yes. Chat with the leader opens once you've booked, so leaders are talking to confirmed travellers.

Find a Buddy lets you post where you're headed and what you're into, to meet people planning something similar. Posting is free. To connect with the author of a post, each of you pays KES 249: you pay when you send your message, and they pay when they accept it. We never show anyone's address until both have paid, and then we email each of you the other's. If they decline or do not answer within 7 days, you are refunded (less the payment processing charge). Declining costs the poster nothing. A trip request tells leaders where you'd like a trip to go, and any leader can choose to plan it.

You can ask for a quote. Open Vehicle hire from the footer or from a trip's page, pick a vehicle company, and send your route, dates and number of people. They reply to you directly. We do not take payment for the hire, so the price and terms are between you and the owner.

Yes. Bicycles are listed in the same Vehicle hire directory: pick Bicycle as the type, say how many bikes you have, whether helmets and locks come with them, and a price per hour or per day. Travellers and trip leaders ask for a quote in the same way, and you agree the hire and payment directly. Bikes are ridden at the hirer's own risk and we don't inspect or insure them.

Yes to both. Pick Motorbike as the type, say how many motorbikes you have, and tick whether a rider comes with it (a boda boda ride) or the hirer rides. Motorbikes need the same licences and insurance description as other vehicles, and it is never shown publicly. When you list, choose whether you are a business or brand (your name and logo) or an individual. An individual types their full name, which is kept private, and the public sees only their first name and the first letter of their surname, marked as an individual owner. You never upload licence or insurance documents; you only describe them in a line or two.

No. We review each business before it is listed, but we do not inspect vehicles or drivers. Ask the owner for their licence and insurance before you pay, and use common sense with deposits.

Only the vehicle owner you send the request to. It is never shown publicly.

Open Vehicle hire from the footer, or My vehicle hire from your account menu, and fill in your business details, the areas you cover and each vehicle. We review it, usually within a day or two. The first 30 days after approval are free, then it is KES 499 for each 30 days to stay visible.

From the Plan and payment tab of your vehicle hire dashboard, by M-Pesa or card. It is paid in advance and never renews by itself. We email you 5 days before it ends. If it runs out, your listing is hidden until you pay again. Your details and quote requests are kept.

Open My vehicle hire, then Quote requests, and tap Send a quote on the request. Enter the total price, what it includes and, if you like, how long the offer stands. They get it by email with your phone number, and it is saved on the request so you can edit it until they confirm they hired you.

Only someone who asked that owner for a quote, received a price and then tapped I hired them, and only once the trip date has arrived. Each hire can be reviewed once. Reviews show a first name, the stars and the comment, and an owner can't remove them.

No. A leader asks for quotes the same way a traveller does and pays the owner directly. If a vehicle is part of what a trip includes, the leader prices it into the trip.

ID Verified is the minimum bar to list a trip: real ID checked, a phone number on file, and the M-Pesa name matched. Trusted Leader means 3+ trips run here with a 4.5+ rating.

Not yet. Right now TwendeTrips verifies trip leaders before they can list, since they're the ones responsible for a trip. Traveller identity verification is on our roadmap, but isn't required to book a spot today.

No. Verification confirms a leader is a real person. It doesn't mean we've inspected the trip, a vehicle, a guide's qualifications, or the leader's permits and insurance. Those are the leader's responsibility, so read the trip details, check what's included, and consider travel insurance.

No. Each leader sets and publishes their own meeting point, and handles transport as part of what's included in their trip (or not). TwendeTrips doesn't book, drive or insure any vehicle. Our Vehicle hire directory only helps you find an owner and ask for a quote, and you arrange and pay them directly.

We confirm your report within 2 working days, ask both sides for their account and evidence (at least 3 days each to reply), and aim to decide within 7 days of having what we need. A refund is likely if the trip did not run, was materially different from its listing, was unsafe, or the cancellation policy was not followed. We do not usually refund a change of mind after the policy deadline. The leader's payout stays on hold while we look, and you can ask us to review a decision within 14 days. The full wording is in section 10 of the Terms.

In an emergency, call 999 or 112 first. For anything else, talk to your leader. If you can't sort it out, email support@twendetrips.com as soon as you can. We normally pay the leader 60% early once a trip is confirmed and the last 40% as soon as the leader marks check-in complete (which never changes your rights), and if you report a problem before the payment is sent we keep it on hold while we look into it.

Sign up, then verify your identity: a national ID, driving licence or passport, a selfie, and your phone number, plus a real profile photo. You tick a box agreeing to the identity check. An automated check reads your ID and compares your selfie to prepare a recommendation, but a person on our team always reviews every verification and makes the decision, usually within a day. Once approved you can list trips.

Yes. When you become a leader you get a short link of your own, like twendetrips.com/l/your-name, that shows all your trips and events on one page. It goes live once you are verified. Find it on your dashboard Overview, where you can copy it, share it, download its QR code, make a separate link for each place you post it and see how many people opened it. You can change the name in it, and links you already shared keep working.

Once your trip is confirmed to run (its minimum group has booked), you can be paid 60% of your share before the trip, the same for every leader. If you are an individual and need more for a hotel deposit or other costs, use Need money sooner? in your Payouts tab: you can ask for up to 90%, we answer each request, and it never depends on the date, only on the minimum being reached. Ask before you take the early payment, because a trip has one early payout. The last 40% follows as soon as you mark check-in complete. It goes out automatically within minutes, or you can press Get paid now on your dashboard. A leader's first trip, and very large payouts, are checked by our team first. If the trip then does not run, travellers are refunded and the early money is taken back from your later payouts.

Set the minimum group size to 1. The trip is shown as Guaranteed to run, there is no confirm-by date, and travellers are covered by your cancellation policy from the first booking. If you then cancel, everyone is refunded.

We email you 3 days and 1 day before your confirm-by time (7 days before departure by default, closer for trips starting soon, and you can pick your own date). After it, you can run the trip with the people who booked (lower the minimum on the trip, or tap Run with the people who booked in My trips) or cancel it. Everyone who had already booked is told and can cancel for a full refund for 48 hours. If you do nothing, we cancel and refund everyone 48 hours after the deadline, or 6 hours before departure if that is sooner. New bookings pause while you decide.

Choose Something else (not on the list) and write in a few words what it is, for example Pottery weekend. Travellers see your words on the listing, and people can find it under Other when they browse. If several leaders ask for the same type, we add it as a proper category.

TwendeTrips can't decide that for you, and it matters. Kenya's Tourism Act says nobody may carry out the tourism activities it lists without a licence from the Tourism Regulatory Authority (TRA), and operating without a required licence is an offence. If you run trips for gain or reward, ask TRA whether you need one before you take payment. Our free Leader Workbook explains what to check and links the official sources.

Yes. List under your existing brand name, same as you would on Instagram or WhatsApp. Verification still checks the real person behind the account (ID, phone number, M-Pesa name match), not just a business name, so travellers know a real person is accountable for the trip even when it's listed under a brand.

We send your money to the payout method you saved under Payments and payouts: M-Pesa, Till, Paybill, or bank. Check those details carefully, because a payout sent to the wrong place can't be recovered. You are paid in two parts. Once your trip is confirmed to run, 60% of your share goes out before the trip. The last 40% goes out as soon as you tick off everyone who came on the guest list and mark check-in complete (never before the meeting time). If you never mark check-in complete, the last part follows 24 hours after the trip ends. A booking that was refunded isn't paid out, and early money is taken back from your later payouts if the trip does not run. See Early payouts in the Terms.

Our fee (8% on the first KES 20,000 of the price per person, 5% on the next KES 80,000 and 3% above KES 100,000) is taken from your payout on each booking, so price your trip to include it. Travellers pay exactly the price you list. If we have marked you as a verified agency, the fee is shared: the traveller pays 50% of it on top of your price and the other 50% is taken from your payout. A free trip needs a one-time KES 500 listing fee to publish. Featuring a trip is optional and costs KES 1,000 for 7 days.

In the trip form, choose Flexible, Moderate, Standard, Strict or No refunds. Travellers see it before they pay, and each booking keeps the policy it was made under, so changing it later only affects new bookings. If your trip starts soon, the form warns you when a policy would never allow a full refund.

Once a trip is live its price is locked, so a traveller always pays what they saw. If you made a mistake, you can correct the price once, and only while nobody has booked or reserved the trip. After that, or once anyone books, it is locked for good. You can still edit other details. For any other price change, publish a new trip. A trip can be archived only while nobody has booked it.

For KES 1,000 your trip gets a Featured badge and appears in the Featured filter for 7 days. It's only for trips that can still be booked, and it never changes where your trip ranks in search.

Each published trip in My trips shows how many times it was viewed (and how many this week), how many people saved it, how many spots are booked, and once it has 20 views, what share of views became bookings. Open "Share links" on a trip to make a labelled link for each place you share it, such as WhatsApp status or your Instagram bio, and see which one brings views and bookings. The numbers are anonymous and your own visits aren't counted.

For your own trips only: their name, phone number, emergency contact, number of spots, price category and check-in. Use it only to run that trip, keep it confidential, and delete it when you no longer need it.

They're stored privately and are never shown to anyone. An automated tool reads the ID and compares your selfie with it, and only authorised staff can open the files. We ask for your consent first. We use them only to confirm you're the person on the ID. Read the full detail in the Privacy Policy.

Only the leader of a trip you've booked or joined the waitlist for. No other users see it.

Email support@twendetrips.com from the address on your account and tell us what you need. We reply within 30 days. Some records, such as payments, have to be kept for tax reasons, and we keep those in minimal form.

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