FAQ

Getting started

How long does setup take? A single tour with payments live takes about 45 minutes. A full catalog with schedules, staff, vehicles, and automation typically takes a few days of part-time work.

Can I import existing data? Yes. Customers, tours, and historical bookings can be imported via CSV or the REST API. For large migrations, contact us and we will help plan the sequence so seat accounting stays correct.

Do I need to replace my website? No. Keep your site and embed the booking widget, or link to your Tripistic booking page. Operators on white-label plans can also serve booking pages from their own domain.

Can I trial it with real bookings? Yes. Trials are fully functional. Connect Stripe in test mode first, verify the flow end to end, then switch to live keys.

Bookings and payments

What happens if two people book the last seat at the same time? Seats are reserved atomically. One booking succeeds, the other is rejected with a clear capacity error. Overbooking cannot occur through the interface or the API.

Does a traveller need an account to book? No. Public booking is guest-friendly. They receive a confirmation link with an unguessable token to view the booking, pay, sign waivers, and see the trip timeline.

What if a traveller pays but the booking still shows pending? The webhook did not reach us. Check the Stripe dashboard webhook log and resend the event. See Payments.

Can I take deposits? Yes — a fixed amount or a percentage, with the balance collected later by payment link.

Who handles traveller refunds? You do. Money moves through your own Stripe account under your cancellation terms. Tripistic records the refund against the booking.

Operations

Can guides use it on a phone? Yes. Manifests, check-in, departure status, and incident reporting are built for phone use in the field.

How do I handle a delayed departure? Set the departure to DELAYED, record the reason and duration, and choose to notify booked travellers. The notice goes out automatically.

Can I schedule drivers separately from guides? Yes. Guides, drivers, and vehicles are assigned independently on each departure.

What happens if I cancel a departure? Every booking on it is released and you are prompted to notify affected travellers. Refunds remain your decision.

CRM and marketing

Is the CRM separate from bookings? No — that is the point. Bookings, payments, messages, waivers, and portal activity all write to the same customer timeline automatically.

Can I send marketing emails? Yes, subject to consent. Consent is stored per customer with its capture timestamp and source, and unsubscribes are honoured permanently.

Can I segment customers? Yes — by tag, spend, booking count, last trip date, tour, source, or company.

AI

What can the AI actually do? Generate multi-day itinerary drafts, surface business insights from your own data, answer questions via search, suggest pricing and demand actions, and summarise operational activity.

Is my data used to train AI models? No. Customer content is not used to train third-party foundation models, and we require the same of our AI subprocessors.

Can I use my own AI provider and key? Yes. Configure OpenAI, OpenRouter, or another supported provider in Settings → AI providers. Usage bills to your account.

Is AI output trustworthy? It is advisory. Review it before sending anything to a traveller or making a commercial decision.

Plans and billing

Can I change plans mid-term? Upgrades apply immediately with a prorated charge. Downgrades apply at the next renewal.

What counts as a seat? Each named member with a login. Guides who only receive manifests without logging in do not consume a seat.

Is there an annual discount? Yes — annual billing saves 20%.

What is your refund policy? See the Refund Policy. Annual plans carry a 30-day full-refund window.

Data, security, and compliance

Where is my data hosted? Managed cloud infrastructure in the US or EU, with EU-only residency available on enterprise plans.

Can I export everything? Yes, at any time. On cancellation your data stays exportable for 30 days.

Are you GDPR compliant? We provide a DPA with Standard Contractual Clauses, subprocessor transparency, and data subject request support. See GDPR Compliance.

Do you store card numbers? No. Card data goes directly to Stripe. See the Security Policy.

Can I get a security review pack? Yes — enterprise teams can request security documentation, control summaries, and completed questionnaires via contact.

White label and agencies

Can I run this under my own brand? Yes, on plans including white label — logo, colours, email identity, PDF branding, custom domains, and a branded portal.

Can I manage client sub-workspaces? Yes, on plans including multi-tenant administration.

Still stuck?

Search the Help Center, browse the documentation, or contact support.