Terms of service

1. About these terms

These terms govern your use of the reTrippr marketplace ("reTrippr", "we", "us"). By creating an account, listing a holiday, or making a purchase, you agree to them. If you do not agree, please do not use the service.

2. Who can use reTrippr

You must be at least 18 and able to enter into a binding contract. Sellers must complete identity verification before any funds can be released to them by our regulated payment provider (Stripe).

3. What reTrippr does — and does not do

reTrippr is a classifieds marketplace and payment intermediary. We help a buyer and a seller transfer an existing package-holiday booking; the payment is processed and held securely by our regulated payment provider (Stripe) until that transfer is complete. reTrippr is not a tour operator, travel agent or package organiser: we do not sell, arrange or organise holidays. The holiday is provided by the original operator, and the contract for it remains with that operator. Any ATOL or other protection is provided by the operator, not by reTrippr.

4. Listing a holiday (sellers)

You may only list a booking that you are entitled to transfer, made with an operator we support. You must provide accurate information, and your asking price must not exceed the price you originally paid. We check each booking for transferability before it goes live and may decline or remove any listing.

5. Buying a holiday (buyers)

The price shown includes reTrippr's buyer fee. When you purchase, your payment is processed by our regulated payment provider (Stripe) and held securely. The booking is transferred into your name through the operator's name-change process. You are responsible for checking the holiday details suit you before purchase.

6. Payments and protection

Payments are processed by our regulated payment provider (Stripe) and held securely. Funds are released to the seller only when the transfer is confirmed complete.

7. Cancellations and refunds

When a sale completes, the seller arranges the operator's official name change to move the booking into the buyer's name. The payment is held securely by our regulated payment provider and released to the seller once the transfer is confirmed. A reserve may be held for a short period after departure and then released to the seller. Until the operator confirms the name change and any balance is settled, the person transferring and the person receiving the booking are jointly responsible to the operator for any outstanding balance and the transfer fee (Package Travel Regulations 2018, regulation 9) — which is why sellers must either confirm their booking is paid in full, or disclose it as part paid and state the outstanding balance. A part-paid sale takes one of two disclosed forms: the seller commits to clearing the balance with the operator before the transfer completes, or the buyer knowingly takes over the remaining payment schedule (in which case the price is capped at what the seller has already paid, and the balance is owed to the operator directly, not through reTrippr). A listing's payment status, and any balance a buyer would take over, are always shown before purchase.

reTrippr's fee is non-refundable if you cancel. If a buyer cancels before the name change begins, the buyer is refunded the holiday price, but the reTrippr buyer fee is not returned. If a seller withdraws from a confirmed sale, the seller is not entitled to a refund or credit of any reTrippr fee for that sale, and the buyer is refunded in full.

Refunds not caused by your cancellation return the fee. Where a refund is due for another reason — for example, the booking cannot be transferred into the buyer's name, or the sale otherwise fails through no fault of the party being refunded — that party is refunded in full, including the reTrippr fee.

Once a booking has been transferred into the buyer's name, the reTrippr fee has been earned and refunds are exceptional; see our refund policy for detail.

After the transfer completes. Once the booking is in the buyer's name, the buyer's contract for the holiday is with the package organiser. reTrippr is not responsible for cancellations or changes outside our control after that point — including the holiday being cancelled, changed or otherwise affected by the operator — and those matters sit with the holiday package provider under the package contract. We always recommend buyers purchase travel insurance as soon as the booking is in their name.

8. Your legal cancellation rights (distance selling)

The holiday itself is sold to you by a private individual, not by a business, so the statutory 14-day cancellation right under the Consumer Contracts Regulations 2013 does not generally apply to that purchase — those rights cover purchases from traders, and services for a specific date or period (such as a dated holiday) are excluded from the cancellation right in any event. Your protection instead comes from the refund scheme in section 7: you can request a refund at any time before the booking is handed over, which in most cases is more generous than the statutory minimum.

reTrippr's own service — facilitating the sale in return for our fee — is a service contract concluded at a distance, and you have a statutory right to cancel it within 14 days. By listing or buying, you expressly request that we begin performing that service immediately, and you acknowledge that once it has been fully performed (the transfer is complete) the right to cancel it is lost. If you cancel before the service is fully performed, section 7 sets out what is refunded; where the Regulations entitle us to a proportionate amount for the service already provided, we never deduct more than the reTrippr fee.

9. Fees

Our fees are set out on the pricing page and shown before you commit to a transaction. You confirm you have read and agree to these terms at checkout before any payment is taken. reTrippr's fee is non-refundable where you choose to cancel a transaction; where a refund is due for another reason (for example, the booking cannot be transferred), the fee is returned with your payment, as set out in section 7.

10. Acceptable use

You must not use reTrippr unlawfully, list bookings you cannot transfer, misrepresent a holiday, attempt to take payment outside the platform, or interfere with the service. We may suspend or close accounts that breach these terms.

11. Our responsibility

reTrippr is responsible for operating the marketplace and the payment-protection and transfer process described above. We are not responsible for the holiday itself, the operator's performance, or matters outside our reasonable control. In particular, once a transfer has completed successfully, any cancellation or change to the holiday outside our control is the responsibility of the holiday package provider, not reTrippr — we always recommend purchasing travel insurance. Nothing in these terms limits liability that cannot be limited by law.

12. Your data

We handle personal data as described in our privacy policy.

13. Complaints

If something has gone wrong, email [email protected] with "Complaint" in the subject line. We will acknowledge your complaint within 2 working days and aim to give you a final response within 8 weeks.

We are not required to belong to an alternative dispute resolution (ADR) scheme and are not currently a member of one. If we cannot resolve your complaint, we will tell you so and confirm at that point whether we are prepared to use ADR. (The EU's online dispute resolution platform was discontinued in 2025, so no ODR platform applies.) None of this affects your legal rights, including your right to bring a claim in court.

14. Changes, law and contact

We may update these terms; material changes will be notified. These terms are governed by the law of England and Wales. Questions? See our contact page.