Question 1

What is Triplona?

Accepted Answer

Triplona is a global marketplace that connects travellers with independent providers of stays, hotels, rides, dining, hire, media, experiences, events and travel-agent services — in one trusted place.

Question 2

How do I register on Triplona?

Accepted Answer

Getting started

Question 3

What should I do if I am stuck during registration?

Accepted Answer

Getting started

Question 4

I haven't received my confirmation email. What should I do?

Accepted Answer

Check your inbox, then your Spam, Junk or Promotions folder. Confirm you registered with the correct email address, wait a few minutes and try the resend option. If you still cannot confirm your email, open a support ticket.

Question 5

How do I complete my profile?

Accepted Answer

Add your public name, legal name, profile photo or business logo, phone number, country, preferred language, county or province, town or district, a short bio and your tax PIN where applicable. Keep the details consistent with your verification documents.

Question 6

Do I need an account to browse?

Accepted Answer

Getting started

Question 7

Which countries and languages are supported?

Accepted Answer

Triplona is a global marketplace and supports English, Swahili, Arabic, Portuguese, French and Spanish, with more added over time. Prices are auto-converted to your local currency.

Question 8

What can I book for a trip?

Accepted Answer

Travelling with Triplona

Question 9

How do I ask for a ride?

Accepted Answer

Open a ride listing and say where you are going. Drivers nearby send you their price, you compare them and accept the one you want. The fare shown is a guide from distance and time — what you finally agree with the driver is between the two of you, and you pay the driver directly.

Question 10

How do stays and hotels work?

Accepted Answer

Pick your dates and number of guests, read the house rules and cancellation terms on the listing, then send a request. The host confirms in chat and the booking appears in My bookings with its own timeline — requested, confirmed, in progress, completed.

Question 11

Can I order food?

Accepted Answer

Travelling with Triplona

Question 12

What if I cannot find what I need?

Accepted Answer

Travelling with Triplona

Question 13

What are conferences on Triplona?

Accepted Answer

Live audio and video rooms you can host or join on the platform — useful for briefing a group, meeting an agent or running an event session. The host can record their own copy, and after a room ends the roster and chat are hidden from members unless the host keeps them for reference.

Question 14

Why do some towns show more places than others?

Accepted Answer

Destination counts on the home page are live provider inventory grouped by the exact town and country on each published listing. A town appears once at least one provider there is live, so the numbers rise as more providers join.

Question 15

Is Triplona only about travel?

Accepted Answer

No. Alongside travel there is a wider marketplace — goods, recipes, books, media and creative work, property and land, plus hire and professional services. Any verified member can sell or offer in the categories their account is approved for.

Question 16

How does a trade order work?

Accepted Answer

For goods, recipes, books, property and land you negotiate in chat, the seller raises an invoice with the agreed figure, and both sides work through the stages — negotiating, invoiced, agreed, paid, shipped, delivered, completed. Each stage is timestamped so there is a shared record if a question arises later.

Question 17

Can I sell in more than one category?

Accepted Answer

Yes. One provider subscription covers every category your account is approved for. Admins can also approve extra categories for you after looking at your profile and documents — a travel agent may, for example, be approved for airport transfers, tours, corporate travel and accommodation.

Question 18

Can a company sell, not just a person?

Accepted Answer

Global marketplace & trade

Question 19

Does Triplona handle the money for a sale?

Accepted Answer

No. Buyer and seller agree the payment method between themselves. The only money that moves through Triplona is the provider subscription and any optional boost.

Question 20

Which currency am I seeing?

Accepted Answer

Prices are shown in the currency of the country on the listing, with an approximate value in your own currency where the two differ. What you actually pay is the provider's own price in their currency.

Question 21

Can I register as a business instead of a person?

Accepted Answer

Yes. At sign-up choose "A person" or "A business". A business enters its legal business name exactly as it appears on its registration certificate. Your own name stays on the account as the person representing the business; the business name is kept separately and checked against the certificate.

Question 22

How does business verification work?

Accepted Answer

Upload the business registration document, confirm you are authorised to act for the business by accepting the representative declaration, and enter the code sent to your own email. Triplona then reviews it. Once verified, your listings show under the business.

Question 23

Can I switch between individual and business later?

Accepted Answer

Yes. In Verification & Documents choose "Change to Business/Company" (or back to individual). An administrator or your Business Development Officer can also start the switch for you and fill in details, but nothing is submitted until you accept the declaration and give the code from your own email. Your account and listings are kept.

Question 24

Can I drag and drop my files?

Accepted Answer

Yes. Anywhere you see an upload button — documents, profile photo, listing photos, company logo or cover — you can drag a file onto it instead of clicking.

Question 25

What documents do I need for verification?

Accepted Answer

Depending on your role or business you may need a National ID or passport, business permit or incorporation certificate, vehicle logbook, PSV licence or matatu permit, hotel or tourism licence, health certificate, KRA PIN certificate or other relevant documents. A National ID or passport is mandatory for individual verification. Only submit documents relevant to your role or business.

Question 26

What format should my verification document be?

Accepted Answer

JPG, PNG or PDF, up to 5 MB. Make sure the document is clear, complete and readable, with nothing important hidden by glare, blur or poor lighting.

Question 27

Can I replace a verification document?

Accepted Answer

Verification & roles

Question 28

How do I add a role to my account?

Accepted Answer

Verification & roles

Question 29

What is a Triplona Business Development Officer?

Accepted Answer

A Business Development Officer is a Triplona-approved member who may approach potential hosts, explain Triplona, distribute authorised marketing materials, and assist hosts with registration and onboarding. They have no general admin powers and cannot approve a host, accept terms or declarations for a host, or control the host's account.

Question 30

How do I become a Business Development Officer?

Accepted Answer

Verification & roles

Question 31

Can a Business Development Officer accept for a host or collect money?

Accepted Answer

No. The host's own verified email receives authorization, terms and declaration codes, and only the host can authorize assistance or accept host obligations. An officer may not collect, receive, hold, transfer or control money for Triplona, request unauthorized payments, collect booking payments for Triplona, create unauthorized commissions, charges or deposits, make unauthorized commercial arrangements, claim authority Triplona has not granted, or divert clients or transactions. Any remuneration between Triplona and an officer is agreed separately outside the website.

Question 32

How do I get the verified badge?

Accepted Answer

Verification & roles

Question 33

How do I create a listing?

Accepted Answer

Once your registration and verification requirements are complete, open Listings, choose New listing, pick the category that matches your service, add your title, description, location and key details, set pricing and availability where applicable, upload clear photographs, review everything and submit or publish.

Question 34

Which category should I choose?

Accepted Answer

Choose the category that best represents what you offer: Homestays & Hostels, Hotels & Guesthouses, Transport & Vehicle Hire, Restaurants & Dining, Tours & Experiences, Travel Agencies, Photography & Videography, or Events & Equipment Hire. Hotels remain separate from private stays; taxi and vehicle hire are service types under Transport & Vehicle Hire. If you are unsure, contact support through the platform.

Question 35

How do I add photos to my listing?

Accepted Answer

Open your listing editor and add clear photographs that accurately represent what you offer. Good photos are well lit, show the actual service, property, product or experience, include several useful views, and avoid misleading editing.

Question 36

Can I create a company page?

Accepted Answer

Listings & businesses

Question 37

Can I list in more than one category?

Accepted Answer

Yes. A single provider subscription lets you list across every eligible category — for example a photographer can also list a car-hire service or a stay.

Question 38

How long does approval take?

Accepted Answer

New listings go into moderation and are usually reviewed within 24 hours. Approval means the listing meets our marketplace rules — it is not an endorsement of the underlying service.

Question 39

How are booking payments made?

Accepted Answer

Bookings & payments

Question 40

Are there any booking fees for travellers?

Accepted Answer

No. Travellers and guests use Triplona free of charge. Providers pay a flat subscription — there is no commission per booking.

Question 41

How do cancellations and refunds work?

Accepted Answer

Cancellation and refund rules are set by the provider on each listing. Please read them before you book. If something goes wrong, raise it with the provider first through the on-platform chat.

Question 42

Can I record a payment my customer made directly?

Accepted Answer

Yes. If you use TripBooks you can record an external payment — M-Pesa, bank transfer, cash, mobile money or another agreed method. It is stored as a member-recorded transaction and does not mean Triplona processed the payment.

Question 43

What should I do if I have a dispute?

Accepted Answer

Bookings & payments

Question 44

How does Triplona membership work?

Accepted Answer

Membership

Question 45

When does my membership become active?

Accepted Answer

Membership becomes active once your payment has been confirmed. Where payment is made by mobile money or bank transfer, activation follows confirmation of that payment.

Question 46

What happens when my membership expires?

Accepted Answer

Your account and records remain. Provider features tied to an active membership — including financial exports in TripBooks — may be restricted until you renew. Nothing you have saved is deleted.

Question 47

How do I cancel my subscription?

Accepted Answer

Membership

Question 48

What is TripBooks?

Accepted Answer

TripBooks

Question 49

Do I have to use TripBooks?

Accepted Answer

No. TripBooks is optional and you can keep using Triplona normally without it. If you later want an easier way to organise your business records, you can switch it on from your account.

Question 50

Can I add my Triplona bookings to TripBooks?

Accepted Answer

Yes. Eligible Triplona transactions can be offered for recording, and you confirm details such as customer, amount, payment status, payment method, accounting category and tax treatment. A booking is never treated as accounting revenue simply because it exists on Triplona.

Question 51

Can I use an existing Triplona customer on an invoice?

Accepted Answer

Yes, where the customer is available to you through an authorised Triplona relationship. Search by name, email, phone or customer reference and select the existing customer instead of creating a duplicate. Customers who are not on Triplona can be added as external customers.

Question 52

Can I change a customer's name on an invoice?

Accepted Answer

The customer's underlying Triplona identity stays unchanged. If you need a different name for a particular document, use the document-specific customer name option — it changes only the name shown on that document.

Question 53

Can I create invoices and receipts?

Accepted Answer

Yes. Invoices and receipts can carry your business name, logo or text-based business name, customer details, document number, description, amount, tax, currency, payment information and a booking reference where applicable.

Question 54

What financial reports are available?

Accepted Answer

Profit & Loss, Balance Sheet, Trial Balance and a separate list of unrecorded Triplona activity. Reports are built only from bookkeeping records you have posted; unrecorded Triplona activity is shown separately and is never treated as accounting revenue.

Question 55

What can TripBooks actually do?

Accepted Answer

TripBooks

Question 56

What do the three levels cost?

Accepted Answer

TripBooks

Question 57

Does Triplona connect to my bank or file my tax?

Accepted Answer

No. Nothing is imported from a bank, no payment is ever confirmed for you, and there is no iTax or eTIMS connection. You reconcile against your own statement, and you or your accountant do the filing. Every figure comes from what you entered.

Question 58

How do I fix a record I posted by mistake?

Accepted Answer

You never delete or edit a posted record. You reverse it, giving a short reason: an opposite record is filed to cancel it out and both stay in your books with the reason saved on each, so the trail explains itself.

Question 59

How does TripBooks handle assets and loans?

Accepted Answer

Register a vehicle, machine or piece of equipment with its cost, expected trade-in value and lifespan, and the monthly wear-and-tear is filed for you — never twice for the same month. Loans get a full repayment schedule, and the part falling due within the next year is moved into current portion of long-term debt so your balance sheet separates short-term from long-term properly.

Question 60

Can I add my accountant or a colleague?

Accepted Answer

Yes. Search for a registered Triplona member and add them straight away as Manager, Accountant or Staff, or send an email invitation with an acceptance link to somebody from outside. Only the owner and managers see who is online and what each person has been doing; invited people see only their own activity and no delete controls.

Question 61

Is each business kept separate?

Accepted Answer

Yes. Accounts, payment details, documents and reports belong to the business you are working in. Nothing from one business shows up in another, and you switch between them at the top of the finance pages.

Question 62

Should my outside business and my Triplona work sit together?

Accepted Answer

That is your choice. You can show your own business only, your Triplona activity only, or both — the setting changes what is offered for recording, never what is already in your books.

Question 63

Can I download my financial reports?

Accepted Answer

Financial exports are available to active or paid-up members, covering documents such as Profit & Loss, Balance Sheet, Trial Balance, invoices, receipts, customer statements and transaction reports. Members whose membership is inactive can continue to view their records, but export may be restricted.

Question 64

What happens to TripBooks if my membership expires?

Accepted Answer

Your records stay exactly as they are and remain viewable. Export and download of financial documents may be restricted until your membership is active again.

Frequently asked questions

Getting started

Travelling with Triplona

Global marketplace & trade

Verification & roles

Listings & businesses

Bookings & payments

Membership

TripBooks

Referrals & rewards

Trust, safety & communication

Support tickets & getting help

Account & support

Phones & access

Money, payments & commission

Is Triplona genuine?

Business Development Officers & assisted setup

Stays, homes & hotels

Taxi, car hire & transport

Tours, events & media

Why choose Triplona?

Still have a question?