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 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 9

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 10

Can I replace a verification document?

Accepted Answer

Verification & roles

Question 11

How do I add a role to my account?

Accepted Answer

Verification & roles

Question 12

How do I get the verified badge?

Accepted Answer

Verification & roles

Question 13

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 14

Which category should I choose?

Accepted Answer

Choose the category that best represents what you offer: Stays & Homes (including hotels within the accommodation offering), Taxi & Car Operators, Restaurants & Dining, Hire & Services, Photographers & Media, Tours & Experiences, Events & Conferences, or Travel Agents. If you are unsure, contact support through the platform.

Question 15

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 16

Can I create a company page?

Accepted Answer

Listings & businesses

Question 17

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 18

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 19

How are booking payments made?

Accepted Answer

Bookings & payments

Question 20

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 21

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 22

Can I record a payment my customer made directly?

Accepted Answer

Yes. If you use My Finances 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 23

What should I do if I have a dispute?

Accepted Answer

Bookings & payments

Question 24

How does Triplona membership work?

Accepted Answer

Membership

Question 25

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 26

What happens when my membership expires?

Accepted Answer

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

Question 27

How do I cancel my subscription?

Accepted Answer

Membership

Question 28

What is My Finances?

Accepted Answer

Members & My Finances

Question 29

Do I have to use My Finances?

Accepted Answer

No. My Finances 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 30

Can I add my Triplona bookings to My Finances?

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 31

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 32

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 33

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 34

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 35

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 36

What happens to My Finances 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.

Question 37

How do referrals work?

Accepted Answer

Invite people using your referral link. The person joins through your link, completes registration and any required verification or qualifying activity, and the referral is then assessed against the applicable reward conditions. Your current status is shown in the referral section of your account.

Question 38

When do I receive my referral reward?

Accepted Answer

Rewards depend on the requirements of the current programme — a referral may need to complete specific qualifying actions before a reward unlocks. Check your referral progress and reward status in your account.

Question 39

What is the Founding Partner programme?

Accepted Answer

Referrals & rewards

Question 40

Is Triplona responsible for referral abuse?

Accepted Answer

Self-referrals, duplicate accounts and fake bookings are prohibited and will be reversed. Repeat abuse leads to account suspension.

Question 41

Why should I keep everything on Triplona?

Accepted Answer

On-platform chat gives both sides a durable, auditable record. If a dispute or safety concern arises, we can only help when the conversation happened on Triplona. Off-platform dealing is against our rules.

Question 42

How does Triplona protect my data?

Accepted Answer

Triplona International Limited is registered with the Office of the Data Protection Commissioner (ODPC), Kenya, as a Data Controller. We encrypt data in transit, restrict admin access, and only collect information needed to run the marketplace.

Question 43

How do I report a suspicious listing or user?

Accepted Answer

Trust, safety & communication

Question 44

How do I get further help?

Accepted Answer

Account & support

Question 45

How do I delete my account?

Accepted Answer

Account & support

Question 46

I'm locked out of my account — what now?

Accepted Answer

Account & support

Frequently asked questions

Getting started

Verification & roles

Listings & businesses

Bookings & payments

Membership

Members & My Finances

Referrals & rewards

Trust, safety & communication

Account & support

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