Refund & Cancellation Policy

Last updated: July 29, 2025

This policy outlines the terms governing cancellations, refunds, and related procedures for all bookings made on the Trevo platform (homes, hotels, and adventures). It applies to all users, guests, hosts, hotels, and experience providers, in accordance with Moroccan consumer protection law.

1. Cancellation Policies by Product Type

A. Homes

Trevo offers hosts 4 cancellation models, clearly displayed on the listing page:

Flexible

  • Full refund if cancelled ≥ 1 day before check-in
  • If cancelled < 1 day: 1 night charged, rest refunded

Moderate

  • Full refund if cancelled ≥ 5 days before check-in
  • If cancelled < 5 days: 1 night charged + 50% of remaining nights refunded

Limited

  • Full refund ≥ 14 days before check-in
  • 50% refund if cancelled between 7–14 days
  • No refund < 7 days

Firm

  • Full refund ≥ 30 days before check-in
  • 50% refund if cancelled between 7–30 days
  • No refund < 7 days

B. Long-Term Home Stays (≥ 28 nights)

Firm Long Term

  • Full refund ≥ 30 days before check-in
  • No refund for first 30 nights if cancelled < 30 days

Strict Long Term

  • Full refund if cancelled within 48h of booking and ≥ 28 days before check-in
  • No refund for first 30 nights after that

C. Hotels

Trevo works with hotel partners who choose between:

Non-Refundable

  • Best price, but no refund after booking

Refundable

  • Guest pays a premium (e.g. +5%) for the option to cancel until a specified time (e.g. 6 PM on arrival day)
  • After that: charge for first night or full stay, as defined by the hotel

Accidental Booking Protection

  • If enabled, cancellations within 24h of booking are fully refunded

D. Adventures

  • Standard cancellation window: guests may cancel up to 24h before the experience start time for a full refund
  • No refund within 24h of the experience start

2. Refund Method & Timing

  • All refunds are processed via Payzone, our secure payment partner
  • Refunds are made to the original payment method
  • Moroccan banks may take up to 15 business days to display refunded amounts
  • Trevo does not hold funds once the refund has been issued

3. Host Damage Protection

(To be defined with the team)

Trevo is working on a Host Protection Program to cover eligible damages caused by guests...

4. Force Majeure Events

Trevo, guests, hosts, hotels, and providers are not liable for cancellations caused by extraordinary events beyond their control, including:

  • Natural disasters (earthquake, flood, fire)
  • Governmental travel restrictions or curfews
  • Epidemics, pandemics, or declared public emergencies
  • Airport closures, political instability, or war
  • Severe weather or utility outages

Trevo may override cancellation policies and issue full or partial refunds at its discretion based on documentation and impact severity. This is done in alignment with Moroccan law.