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1. Who This Policy Is With

This refund and cancellation policy forms part of the public offer between you (the "Client") and Keeyo, Inc., a corporation organised under the laws of the State of Delaware, United States of America (File Number 10740376), which operates this platform under the Treeple and treeple.kz brands (the "Company").

Terms used here have the meaning given to them in the public offer. In particular, Supplier means the tour operator, guide, carrier or other business that actually delivers the booked service, and Local Operator means the company affiliated with Keeyo, Inc. and established in the Republic of Kazakhstan that handles local coordination, settlement with Suppliers and, at present, the acceptance of online payments on behalf of the Company.

2. Cancellation of a Day Tour or a Short Activity

A booking for a one-day tour, an excursion or an hourly activity may be cancelled or changed no later than 24 hours before the start of the service. If a request reaches us later than that, the Company may decline it, because by that point the Supplier has usually already committed the guide, the vehicle and the entry tickets.

3. Cancellation of a Multi-Day Tour

A booking for a tour lasting more than two days may be cancelled or changed no later than 24 hours before departure, unless the Supplier's own rules set a different deadline. Where the Supplier's rules differ, they are shown on the tour page and at checkout before you pay, and they prevail over this Section.

4. Service Fee on a Refund

Where a refund is due, the Company may retain the service fee for arranging the booking. The amount of that fee is disclosed at checkout before payment; no fee is applied that was not shown to you beforehand.

The service fee is not retained where the cancellation is caused by the Company or by the Supplier — including cancellation, replacement or postponement of the service (Section 6) — or where the law applicable to you as a consumer requires a full refund.

5. Keeping the Amount as Credit

Instead of a refund, the Company may offer to keep the amount you paid as credit towards a future booking. If you accept, no service fee is retained. You may change your mind and ask for the money back at any time while the credit is unused; the refund is then processed on the day of your request, under Section 7.

6. Cancellation, Replacement or Postponement by the Supplier

If the Supplier cancels, replaces or postpones the service, you are entitled to a full refund of the amount paid, including the service fee, or — at your choice — to a transfer to another date or another tour of equivalent value.

The Company processes such a refund once the Supplier has confirmed the cancellation, replacement or postponement. We request that confirmation ourselves; you do not need to obtain it.

7. Unforeseen Circumstances on Your Side

If something outside your control prevents you from travelling — illness, a refused visa, a cancelled flight, a family emergency — write to us no later than 24 hours before the start of the service. We will take your side with the Supplier and seek a refund or a transfer of dates on your behalf. This is a best-efforts undertaking: the final decision rests with the Supplier where its own rules apply, and we will tell you plainly what answer we received.

8. How and Where the Refund Is Paid

A refund is returned to the same payment instrument or account the payment came from. Refunds in cash, or to a third party's account, are not made.

Who processes the payment. Card payments on the Website are processed by Stripe on behalf of Keeyo, Inc. Card details are entered on Stripe's own form and are never stored on the Company's servers. A refund is issued through Stripe against the original charge, so the credit appears on the same card statement as the payment.

Where a payment was accepted by the Local Operator or another payment operator engaged by the Company, acting on behalf of and for the account of Keeyo, Inc., the refund is made through that same operator, and the credit on your statement may show that operator's name. This changes nothing about who owes you the money: the Company remains your counterparty and is responsible for the refund regardless of which entity technically moves the funds.

Bank card refunds normally reach the account within 14 business days of the Company approving them; the exact timing depends on your bank and on the card scheme, and is outside the Company's control.

9. How to Request a Refund

Send your request to support@treeple.kz from the email address, or with the phone number, used for the booking, and include the booking reference. You may also write to us in the messenger you used to book.

We confirm receipt and tell you the outcome within 30 days. If a request is declined, we state the reason and the rule it rests on.

10. Non-Refundable Rates

Certain rates and special offers are non-refundable, non-changeable or both. Where that is so, it is stated on the tour page and at checkout before you pay. If it was not stated before payment, the ordinary rules of this policy apply.

11. Your Rights as a Consumer

Nothing in this policy limits any right you have under the mandatory consumer-protection or traveller-protection law of your country of residence or of the country where the trip takes place. Where such law gives you a broader right to a refund than this policy does, that law prevails.

Questions and complaints: support@treeple.kz, or by post to Keeyo, Inc., 10310 Courtside Lane, Apt C, Boca Raton, FL 33428, USA.

12. Currency and Payment Schedule

All prices on the Website and all charges are in US dollars (USD). If your card is issued in another currency, your bank converts the amount at its own rate and may add its own fee; the Company does not control either.

At checkout you choose how to pay:

• Pay in full now. The whole amount is charged at the moment of booking.
• Deposit now, balance later. 20% of the tour price is charged at the moment of booking and the remaining 80% is charged automatically 7 days before departure, using the card saved during the first payment.
• Card on file. Nothing is charged at the moment of booking. The full amount is charged automatically 7 days before departure, using the card you save at checkout.

The two deferred options are available only while more than 8 days remain before departure, and only if you tick the box authorising the scheduled charge. We record the date, the version of that authorisation and the IP address it came from.

You may cancel a booking before the scheduled charge under Sections 2, 3 and 7 of this policy, and no further money will be taken. If a scheduled charge is declined by your bank, we notify you by email with a link to complete the payment manually, and we retry the charge on the following days. If payment is still outstanding, the Company may treat the booking as cancelled under the applicable cancellation terms.

13. What You Receive After Payment

A booking confirmation with the booking reference is sent to the email address you provided immediately after the payment is authorised, and the booking appears on your order page on the Website.

Where the tour requires confirmation by the Supplier, we confirm availability within 1 business day and tell you the result. If the Supplier cannot confirm, the payment is refunded in full under Section 6.

Practical trip details — meeting point, time, the guide's contact and anything you should bring — are sent no later than 24 hours before departure. The service itself is delivered on the date shown in your booking.

Last updated: 20.09.2026 · Effective date: 20.09.2026 · Version 2.1
Keeyo, Inc., a Delaware corporation · treeple.kz is a brand (DBA) of Keeyo, Inc.