Effective 3 October 2026 · Last updated 3 October 2026
These terms are the agreement between you and TwendeTrips (twendetrips.com), which is operated by Twyenova Limited, a company registered in Kenya (company number PVT-ZE1AMOP6). In these terms “TwendeTrips”, “we”, “us” and “our” mean Twyenova Limited. By creating an account, booking a trip or listing a trip, you agree to them and to our Privacy Policy. If you do not agree, please do not use TwendeTrips.
In these terms, a “traveller” is someone who books or wants to book a trip, and a “leader” is a person or business that lists and runs trips.
TwendeTrips is an online marketplace. It lets independent trip leaders list group trips and lets travellers find, book and pay for them. We provide the platform, the booking and payment tools, identity verification of leaders, and a place to hold payments safely until a trip has run.
We are not the trip operator. Each trip is organised and run by its leader, who is an independent person or business and not our employee, agent or partner. When you book, your agreement to take part in the trip is with the leader. We are not a party to it, except that we hold and release the payment as these terms describe. We do not run, supervise, insure or inspect trips.
What verification means. We check that a leader is a real person by looking at their identity documents. That does not mean we have checked a trip's safety, a vehicle, a guide's qualifications, or the leader's permits, licences or insurance. Those are the leader's responsibility.
We may add new kinds of listings over time, such as other group experiences and gatherings. These terms apply to them too, and where a new kind needs extra rules we will publish them.
You can sign up with an email and password or with Google. Keep your sign-in details to yourself and tell us at once if you think someone else has used your account, because you are responsible for what happens under it. One person should have one account. Do not let anyone else use yours.
You book by choosing the number of spots, your price category, any add-ons, and paying at checkout. Prices are in Kenyan shillings. Some trips have different prices for citizens, residents and non-residents, and you must pick the one that honestly applies to you. You must give an emergency contact, and accept the waiver if the leader requires one. A booking is confirmed only when your payment is confirmed. You cannot book a trip you lead yourself.
If the leader allows deposits, you can pay a part now and the rest before the trip. You can pay the rest all at once or in parts of at least KES 1,000, as often as you like. The leader sets the date the balance is due, and it is shown before you pay. We remind you 3 days and 1 day before, and on a longer plan we also suggest a payment schedule and nudge you if you fall behind it. If the balance has not been paid in full by that date, your spot is released for someone else and the leader keeps what you have paid.
You can pay in two ways, depending on the trip or event. With an M-PESA request, you enter your Safaricom number, M-PESA sends a payment request to your phone, and you pay by entering your PIN; the money goes to our M-PESA Paybill. Or you can pay on our secure payment page, handled by Paystack, by M-Pesa (including Till), card or bank. A booking is paid one way from start to finish: if your first payment is an M-PESA request, the balance of a deposit booking is an M-PESA request too, and any refund goes back to the same phone. The M-PESA request is not offered when you use a gift voucher; those use the payment page. The checkout shows the trip price, our booking fee and any add-ons before you pay. The booking fee is 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. Some trips carry no booking fee at all (see the launch offer for new leaders), and the checkout then says so. We never see your card details or M-Pesa PIN. If you start a payment and do not finish it, we clear it automatically after 30 minutes and you are not charged.
We take your payment and do not pay it to the leader at the time of booking. A trip's money reaches the leader in two parts. Once a trip is confirmed to run, we may pay the leader 60% of their share early so they can plan and pay suppliers (see Section 6.4A). A leader who is an individual can also ask us for a larger early payment, for example for a hotel deposit, once the trip has reached its minimum; we decide each request, and whatever is paid early is taken off the last payment. The last 40% is paid after the trip meets: the leader ticks off each guest who arrived on the trip's guest list and marks check-in complete, and we pay the last part straight after that, and never before the meeting time. Every guest who was ticked in is told, so that anyone marked as there who was not can report it; we look into every report, and hold the payment if it has not been sent yet, or take it back from the leader's later payouts. If a leader never marks check-in complete, we pay the last part after the trip's end date, and never before 24 hours after the trip's last day. Events have no early payment. An order whose tickets were all scanned at the door is paid as soon as the host closes the event, or as soon as the event ends if they do not close it, and never before its last scan. Any other order is paid after the event ends, with the same 24 hour wait. This never changes your rights: if the trip does not run, or you are entitled to a refund under the cancellation policy, we refund you from our own funds (less the payment processing charge, Section 5) and recover any early payment from the leader. You can raise a problem with us at any time until the payment has been sent to the leader, and if you do we keep it on hold while we look into it. Separately, when a leader changes their payout details, payments to the new details wait 24 hours (about 45 minutes when details are added for the first time) as a safety check against account takeover.
Some organisers are paid directly: verified companies, and a few independent organisers whom the TwendeTrips team has vetted itself. On their trips and events, your payment is split by our payment provider as you make it: our fee comes to us and the rest goes straight to the organiser's own bank account, Till or Paybill, so we do not hold that money. The trip page and your booking say so. Your rights do not change: the cancellation policy shown before you pay still applies, and if you are entitled to a refund, the company sends it. We email the company and our support team follows up with it, and the company has 48 hours to send the refund. If it does not, we step in and pay you ourselves.
When you reserve your own spot you can also hold extra spots for friends who will pay for themselves. You pay only for your own spot. The held spots are kept for 24 hours from your payment, or until the trip's booking cutoff if that comes first, and each friend pays for their spot through the link you share. Any held spot not paid for in time goes back to the trip automatically. You are never charged for a friend's spot. If a friend pays after their hold has ended and the trip has since filled up, their payment is refunded in full automatically.
Follow the leader's reasonable instructions and the rules of any park, venue or operator. Outdoor and adventure trips carry real risks, including injury, illness, weather and wildlife. By booking you accept the risks that are a normal part of the trip. We strongly recommend travel and medical insurance. In an emergency call 999 or 112 first.
You can review a trip once it has ended, if you took part in it, and once per booking. Reviews must be honest and about your own experience. We may remove reviews that break these terms.
You can post a Find a Buddy request or a trip request for free. Posts are public, so do not include anything you want kept private. Connecting with the author of a buddy post costs each of you a fee, shown before you pay (currently KES 249 each). The person who wants to join pays it when they send their message. The poster sees the message, and the two of you only get each other's email once the poster accepts and pays the same fee. If the poster declines, does not answer within 7 days, or closes the post, the sender is refunded less the payment processing charge. We never share anyone's email before both have paid. You can join the waitlist for a full trip, and save or watch trips. If you do, we may tell you when a spot opens or the trip is nearly full. Meeting a buddy you found here is your own decision and your own responsibility, so take sensible precautions.
Each trip has its own cancellation policy. The leader chooses one of five published options (Flexible, Moderate, Standard, Strict, or No refunds), and it is shown on the trip page and again before you pay. The policy in force when you booked is the one that applies to your booking, even if the leader changes it later. For example, under Standard you receive a full refund 14 or more days before departure, 50% from 7 to 14 days, and nothing inside 7 days, while under Flexible you receive a full refund up to 48 hours before departure. Trips listed before policies became selectable follow Standard.
Always a refund of everything you paid our booking fee included, whichever policy applies, if the leader or host cancels the trip or event, or the trip fails to reach its published minimum group size. Like every refund, it is paid back less the payment processing charge (see "The booking fee, and the payment processing charge, when you cancel" below).
If the leader reports an important change A leader must tell us when something important about a booked trip changes, such as a hotel cancelling, a different place or route, or a new date. Every traveller with a booking is told at once, and each can cancel for a full refund (less the payment processing charge, as with every refund) for 7 days from the notice, whatever the cancellation policy says. The window ends at least 6 hours before departure. Anyone who stays accepts the change. If a trip cannot run as planned at all, the leader cancels it and everyone is refunded.
Minimum group size A trip with a minimum is confirmed once that many travellers have booked, and until then you can cancel for everything back. Each such trip has a confirm-by time shown on its page. If the minimum has not been reached by then, the leader may run the trip with the people who booked (lowering the minimum), or cancel it. If the leader does nothing, we cancel the trip and refund everyone, our booking fee included (less the payment processing charge), shortly after the confirm-by time (48 hours, or 6 hours before departure if that is sooner). New bookings pause while a trip is past its confirm-by time without having reached its minimum. If a leader lowers the minimum after you booked and that confirms the trip, you can still cancel for a full refund for 48 hours (or until 6 hours before departure, if sooner) and we will tell you. A leader who has already planned a trip and will run it whatever happens can set the minimum to 1, and the trip is shown as guaranteed to run.
The booking fee, and the payment processing charge, when you cancel Every refund, for any reason (you cancel, the leader cancels, or the trip does not reach its minimum), is paid back less the payment processing charge: what Paystack charged on your payment, which Paystack does not return when we refund. It is usually about 1.5% for M-Pesa and 2.9% for cards and it is shown before you confirm. We do not cover it. A payment you made with an M-PESA request on your phone is refunded to that same phone through M-PESA, less the same kind of charge. Wherever these terms say a full refund or that you are refunded in full, they mean everything you paid less that charge, except where we say nothing is deducted. A full refund includes our booking fee. That includes the case where the fault is ours: if the last spot or tickets went to someone else as you paid, or the trip had closed, you are refunded automatically, less the same charge. Before a trip is confirmed to run (its minimum group has not yet booked) you can cancel at any time for everything back. Once it is confirmed, the leader's cancellation policy decides how much comes back. When only part of the price comes back, our booking fee is not refunded, because the booking has already been processed and held for you. The dashboard shows you the exact amount, and any fee that is kept, before you confirm. We send every refund within 48 hours, usually within minutes. After that, how fast it shows depends on your bank or M-Pesa. If a refund cannot be sent, nothing is cancelled: your booking stays as it was and you can try again or write to us. A job checks refunds every hour, and if one is stuck or fails, our team is told and sends it by hand.
Cancel any time from your dashboard, no need to contact anyone. The refund is calculated and processed automatically from the policy of your booking, and the dashboard shows you the exact amount before you confirm. Refunds go back to the way you paid and may take a few days to show, depending on your bank or mobile money provider. A spot you cancel is released and can be booked by someone else.
Every booking is cancelled on its own terms. If you held spots for friends and you cancel, the spots your friends have not yet paid for are released straight away, and friends who already paid keep their own bookings and the refund tiers that apply to them.
Events and tickets follow the same rules, with the event start in place of departure. The host chooses the refund policy and you see it before you buy. Cancelling an order cancels every ticket on it, and its QR codes stop working. If the host cancels the event, every ticket is refunded (less the payment processing charge). If a host changes the time or place after you bought and it no longer works for you, contact us and we will help sort out a fair outcome.
If a leader materially changes a trip after you booked, such as the date, destination or what is included, they must tell you. If the change is significant and you do not accept it, contact us and we will help sort out a fair outcome.
To list trips you must complete identity verification (Section 3 of our Privacy Policy explains how it works) and add a real profile photo. You may list under your own name or a business name, but a real, verified person must be accountable for the account.
You are the traveller's contract partner for the whole trip, including the hotels, vehicles and other suppliers you book. If a supplier cancels or changes, that is your responsibility: find an equal replacement and report the change (Section 5), or cancel the trip. We may ask you to confirm that your suppliers are booked, and we may make that confirmation a condition for the early payout. If you have already been paid early for a trip that then does not run, what you were paid is taken from your later payouts.
A company or agency signs up as a company, not through one person's ID. It sends its certificate of registration or incorporation, its KRA PIN certificate and its Tourism Regulatory Authority licence, and names a contact person. Our team reads them, and approval makes the account a verified agency. Only a company can be a verified agency. When it signs up, the company agrees to the following.
A company's payouts go only to a bank account, Till or Paybill in the company's own name, never to a personal M-Pesa number. We record the licence's expiry date and remind the company 30 days and 7 days before it. Once it has expired, the company cannot publish new trips until it sends the renewed licence. Trips already live and bookings already made are not affected.
Direct payment. A verified company whose papers are approved and which has saved its own bank account, Till or Paybill is paid directly: after its payout details have settled for 24 hours, direct payment switches on by itself, and we can stop it for a company at any time. A traveller's or ticket buyer's payment on the company's (or, for an individual we know, the organiser's) trips and events is split by our payment provider as it is made: our fee goes to us, and the rest is settled to the bank account, Till or Paybill in the company's own name, which also bears the payment processing charge. Our payment provider sends each payment to that account on its own settlement schedule, usually within 2 working days of the payment (weekends and bank holidays do not count). We then hold no money for those bookings, so refunds are the company's responsibility. When a traveller is owed a refund, including when a trip is cancelled, we email the company and the refund goes to our support desk. The company has 48 hours to send it to the traveller. If it does not, we may pay the traveller from our own balance, and the company then owes us that money and repays it. We never pay these refunds from our balance on our own before that. A booking paid with an M-PESA request goes to our Paybill and cannot be split, so even for a company paid directly it is held by us and the company's share is sent to it afterwards, like any other organiser's, with refunds handled by us. We can switch direct payment off for new bookings at any time, and it switches off by itself if the company changes its payout account, until we have checked the new one.
Once a trip is published its price is locked, so a traveller always pays what they saw. There is one exception: if a leader made a mistake, they can correct the price of a paid trip once, and only while nobody has booked or reserved it. After that one correction, or from the first booking, the price cannot change again. You can edit other details, such as a typo or an updated note. A trip can be archived only while nobody has booked it. To change the price in any other way, publish a new trip.
You receive the trip price and any add-ons you set. 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. We send your money to the payout method you saved (M-Pesa, Till, Paybill or bank), 60% early once your trip is confirmed to run and the last 40% after check-in (Section 6.4A). You can take the early part yourself with Get paid now. Events: an order whose tickets were all scanned at the door is paid as soon as you close the event (or after it ends), and any other order 24 hours after it ends. Make sure those details are correct, because we cannot recover a payout sent to the wrong place. If a booking is refunded, you are not paid for it. You are responsible for your own taxes on what you earn.
Only ID-verified leaders can host events and sell tickets. You must hold any permit, licence or approval the event needs (for example from the county government or the police for a public gathering, music copyright licences, and liquor or food licences), and you are responsible for the safety of everyone who attends and for admitting only people with a valid ticket. You choose who pays our fee on each paid ticket. Ticket prices and that choice are locked once the event is published. You can add ticket types and raise quantities after that, but not lower a quantity below what has sold. Your first event is reviewed before it goes live. For now an event is limited to 500 tickets. Your earnings are paid out after the event ends and the hold period has passed, like trips. A ticket QR code can be used once, and you are responsible for checking guests in.
You will see travellers' names, phone numbers and emergency contacts so that you can run the trip safely. Use this only to run that trip and to contact travellers about it, keep it confidential and secure, do not share it or use it to market to people, and delete it when you no longer need it. Misusing it can lead to your account being removed and may break the law.
What it is. The vehicle hire directory lists independent vehicle owners (vans, 4x4s, minibuses, buses, motorbikes, bicycles) so trip leaders and travellers can ask them for a quote. TwendeTrips only lists them and passes your request on. We do not own, operate, drive, insure, inspect or book any vehicle, and we are not a party to any hire between you and an owner.
Hire is arranged and paid outside TwendeTrips. A quote request is a message, not a booking. The price, the contract, the deposit and the payment are agreed directly between you and the owner, so none of it is covered by our escrow, our refund rules or our payout hold. Ask for the owner's licences, insurance and written terms before you pay anyone.
The name, phone number, optional email, route, dates, number of people and note you enter are sent to that owner only, so they can reply. Do not send requests as a way to harass or spam owners. We limit how many requests one person can send in an hour.
Quotes and reviews. An owner can send a price from their dashboard. A price is an offer between you and the owner, not a TwendeTrips price or a booking. Only someone who asked for a quote, received one and said they hired that owner can review them, once the trip date has arrived. Reviews must be honest and about the hire. We may hide a review that breaks these terms, is abusive, or looks fake, and an owner cannot remove or edit a review.
Bicycles. Bicycle owners are listed the same way and the same rules apply: we only pass on your request, and the hire, price, deposit and payment are between you and the owner. A bicycle is ridden at the hirer's own risk. Owners must keep their bikes roadworthy and say what is included (for example helmets and locks), and hirers are responsible for riding safely and for returning the bike in the agreed condition. We do not inspect or insure any bicycle.
Motorbikes (boda boda). Motorbike owners and riders are listed the same way and the same rules apply: we only pass on your request, and the hire, the ride, price and payment are between you and the owner or rider. A motorbike is a higher risk way to travel. Owners must hold the licences, permits and insurance that apply to carrying a passenger or hiring out a motorbike, must provide a helmet for every rider and passenger where they say they do, and must keep the motorbike roadworthy. Hirers must hold a valid licence for the motorbike if they ride it themselves. We do not inspect or insure any motorbike.
Listing as a business or as an individual. You can list as a business or brand (your own name and logo) or as an individual. An individual gives their full name, which is kept private, and the listing shows only their first name and the first letter of their surname, and is marked as an individual owner. The same rules and the same fee apply to both.
The first 30 days after approval are free. After that, to stay visible you pay KES 499 in advance for each 30 days, by M-Pesa or card through Paystack. It is never renewed automatically. Paying early adds days on top of the time you have left. If your time runs out your listing is hidden until you pay again, and nothing else about your account changes. Because the fee buys visibility for a set period, it is not refunded once the period has started, except where required by law or where we wrongly hid or suspended you.
| Fee | Who pays | Amount |
|---|---|---|
| Booking fee | The trip organiser, taken from their payout. Travellers pay the listed price | 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. A leader's first few trips may carry no booking fee at all, and we may agree a different rate with a leader in writing; the fee shown at checkout is always the one that applies |
| Free trip listing fee | Leader, once per free trip | KES 500, to publish a trip that costs travellers nothing |
| Vehicle hire listing | Vehicle owner | The first 30 days after approval are free, then KES 499 for each 30 days to stay visible, paid in advance. It is not renewed automatically |
| Feature a trip | Leader, optional | KES 1,000 for 7 days. Adds a Featured badge and its own filter. It never changes where a trip ranks |
| Buddy connection fee | Each person: the one who wants to join when they send a message, and the poster when they accept | KES 249 each, shown before paying. Refunded to the sender, less the processing charge, if the poster declines or does not answer |
| Event ticket fee | Guest on top by default, or the host if they choose to absorb it | 4.6% of each paid ticket, at least KES 20. Free tickets and free events carry no fee. A host's first paid event carries no fee (the launch offer): the host receives the ticket price less the cost of the payment itself |
Fees are shown before you pay. We may change fees for the future, and a change never affects a booking already made.
Gift vouchers are only on sale while they are switched on. These rules apply to every voucher we have sold.
If you break these terms we may remove content, cancel bookings and refund affected travellers, hold payouts that are in question, suspend or close your account, and report serious matters to the authorities.
You keep ownership of what you post (photos, descriptions, reviews, messages). You give TwendeTrips a free, non-exclusive licence to show, store and promote it on the platform and in our marketing of it, for as long as it is on the platform. You promise you have the right to post it and that it does not infringe anyone's rights or break the law. The TwendeTrips name, logo and design belong to us.
If something goes wrong on or about a trip, talk to the other person first. If you cannot sort it out, tell us as soon as you can at support@twendetrips.com, or with the report option on your booking. You can do this at any time until the payment has been sent to the leader (see Section 4.3).
We may refund you in full or in part, or pay the leader, depending on what happened. These are the situations we treat as a good reason for a refund:
We do not usually refund for a change of mind after the policy deadline, for something the trip page said was not included, for weather or other events outside the leader's control where the trip ran as far as it safely could, or for a late arrival or missed pickup that was the traveller's own doing. We may ask a leader for proof that the trip ran as listed, such as photos, messages, receipts or the attendance list.
Our decision is about the payment we hold. It does not stop either of you taking the matter further elsewhere, including under Kenyan consumer law. If you think we decided wrongly, reply to the decision email within 14 days and we will look at it again.
TwendeTrips is provided as it is and as available. We work to keep it running and accurate, but we do not promise it will always be uninterrupted or error-free.
Because trips are run by independent leaders, we are not responsible for what happens on a trip, or for a leader's or traveller's acts or omissions, including injury, loss, damage, delay or cancellation, to the fullest extent the law allows. Our total responsibility to you for any claim connected with TwendeTrips is limited to the amount you paid through the platform in the 12 months before the claim, or KES 10,000, whichever is higher. We are not responsible for indirect or consequential loss.
Nothing in these terms limits any right you have under Kenyan consumer law, or our responsibility for anything the law does not allow us to limit.
You can stop using TwendeTrips at any time, and ask us to delete your account by emailing support@twendetrips.com. Bookings still in progress must be completed or cancelled first. We may suspend or close an account that breaks these terms or puts others at risk. Sections that by their nature continue, such as payments owed, refunds, confidentiality of traveller information, and the limits on our responsibility, continue after your account ends.
These terms are governed by the laws of Kenya. If you have a complaint about us, email support@twendetrips.com first and we will try to put it right. If we cannot, the courts of Kenya have jurisdiction.
We may update these terms, for example when we add features or the law changes. We will change the “Last updated” date and, for significant changes, email registered users before they take effect. Changes apply to bookings made after they take effect. Using TwendeTrips after a change takes effect means you accept the updated terms.
Questions about these terms: support@twendetrips.com. Phone: 0184 131 112. TwendeTrips is operated by Twyenova Limited (company number PVT-ZE1AMOP6). Office: Coral Bells, Thindigua, Kiambu Road. Post: P.O. Box 2793-00100, Nairobi, Kenya.
