Refund and Dispute Policy
Effective date: August 2026
This policy explains how refunds work for Pamoja Trips platform purchases and clarifies the limits of refunds for external payments.
Two kinds of payments
It is important to distinguish between:
- Pamoja Trips platform purchases — Explorer publishing fee, Organizer publishing fee, and Professional subscription.
- External payments — payments sent directly to an organizer, a vendor, or recorded as already completed.
Platform purchases
The following applies to Explorer, Organizer, and Professional purchases paid through Stripe.
How to request a refund
Refund requests should be submitted to support@PamojaTrips.com with the information below.
Required purchase information
- Purchaser name and account email
- Transaction date and amount
- Plan or trip purchased
- Payment reference (such as a Stripe receipt or transaction ID)
- Reason for the request
Review timeline
Pamoja Trips aims to review complete requests within 5 business days. Approved Stripe refunds are returned to the original payment method and may take approximately 5–10 business days to appear, depending on the customer's bank or card issuer.
Circumstances that may qualify
- A confirmed duplicate charge for the same trip.
- A charge for a trip that could not be published due to a confirmed platform error.
- Cases required by applicable consumer-protection law.
Circumstances that generally do not qualify
- Change of mind after a trip has been successfully published.
- Dissatisfaction with content an organizer created themselves.
- Requests for external payments made outside the platform.
Duplicate-charge handling
If a duplicate charge is confirmed, we will refund the duplicate.
Fraud or unauthorized-charge reporting
Report suspected unauthorized charges immediately to support@PamojaTrips.com. We may coordinate with Stripe and your card issuer.
Refund destination
Approved refunds are returned to the original payment method used at checkout.
Chargeback / dispute contact process
If you believe a charge is incorrect, contact us at support@PamojaTrips.com before initiating a chargeback. We will attempt to resolve it promptly.
External payments
Payments to organizers and third-party vendors are completed outside of Pamoja Trips. Pamoja Trips helps coordinate and record payment status but does not process, receive, hold, transfer, or guarantee those funds.
Refund requests involving external organizer or vendor payments must be resolved with the person or vendor who received the money. $Pamoja Trips does not control those funds and cannot reverse, guarantee, or refund them.
Contact
Questions? Visit our Contact & Support page.