Payment & refunds

1. Who provides the services and accepts payment

Peakly is the operator of an electronic trading platform. The tours themselves are conducted by guides and tour companies registered on the platform (Sellers). The legal status of the platform is set out in Section 4 of the Offer.

The Operator's activity is not subject to licensing. Peakly is not a payment institution, a payment system operator or an electronic money issuer: the acceptance and transfer of funds are carried out by licensed payment providers and banks.

2. What exactly you are paying for

What you pay for is a booking of a place on a tour (hike) listed on the platform: a specific tour, a specific date, and the stated number of participants. What is and is not included in the price is stated on the tour page.

The service is intangible; no goods are delivered. Upon successful payment you receive an electronic ticket with a QR code in your personal account; the same ticket is presented to the guide at the meeting point.

3. Price and currency

3.1. All prices are stated, and all settlements are made, in Uzbek soums (UZS).

3.2. The price of a tour is set by the Seller. It may differ between dates.

3.3. The price shown on the tour page at the moment the booking is placed is final for that booking and is not changed unilaterally after payment.

3.4. The platform commission and the acquiring fee are already included in the displayed price. You pay a single amount — the one you see on the payment screen.

3.5. Peakly charges no additional fees for using the service, placing a booking or accepting payment. The bank that issued your card may charge its own fee under its agreement with you; such amounts are not received or controlled by Peakly.

3.6. Promo codes apply on the terms announced when they are issued, are not exchangeable for money, and may be cancelled in the event of abuse.

4. Payment methods

Payment is made by cashless means through payment providers. The current list of available methods is displayed on the payment page at the moment the booking is placed.

Cash payment. Certain guides allow payment in cash directly to them. In that case settlement takes place between you and the guide, Peakly does not take part in it, no escrow is applied, and the platform does not provide refunds — cancellation and refund terms are agreed by you with the guide. Everything else in this document applies only to cashless payment through the platform.

We accept

5. How payment works

1. You choose a tour and a date and specify the number of participants.
2. You fill in the participants' details and confirm the booking — the places are reserved and the booking is set to "awaiting payment".
3. You proceed to payment and choose a payment service.
4. You confirm the payment in the payment provider's interface and complete 3-D Secure authentication on the side of your card issuer — with a one-time code sent by SMS, a push notification in your bank's app, or another method used by your bank (see Section 6).
5. Upon successful payment the booking is set to "Paid", and you receive a notification and an electronic ticket with a QR code in your personal account.
6. If the payment fails, the booking is set to "payment failed" and the reserved places are released. No money is debited in that case; if a debit did occur, the payment is refunded automatically by the payment provider.

An incomplete payment creates no obligations: a place is held for you only for the time allotted for payment.

6. Payment security

6.1. Your card details are entered on the side of the payment provider or the bank and are processed in accordance with the PCI DSS security standard.

6.2. Peakly does not receive, store or transmit the card number, expiry date or CVV/CVC. The platform sees only the fact, the amount and the status of the payment.

6.3. The connection to the website is secured by TLS (HTTPS).

3-D Secure

6.4. All bank card payments are processed using the 3-D Secure protocol (Verified by Visa, Mastercard Identity Check, as well as the confirmation mechanisms of the national payment systems UzCard and HUMO). This is an international standard of additional cardholder authentication that prevents a payment from being made by a third party who has learned the card details.

6.5. In practice this works as follows: after entering the card details you are redirected to the page of your card-issuing bank (or to its mobile app), where you confirm the transaction — with a one-time code from an SMS or a push notification, a code in your bank's app, biometrics, or another method used by your bank. Only after successful confirmation is the payment debited and the booking set to "Paid".

6.6. 3-D Secure authentication is performed by the issuing bank and the payment provider. Peakly takes no part in the check and neither sees nor stores one-time confirmation codes.

6.7. If confirmation fails (the code was not entered, it expired, or the bank declined the transaction), the payment is not made, no money is debited, and the booking is set to "payment failed". You may retry the payment or choose another method. The reason for the decline is communicated by the issuing bank — Peakly does not receive it.

6.8. Whether 3-D Secure confirmation is available depends on your card's settings at the issuing bank. If your card is not enrolled in the service, please contact your bank.

6.9. Peakly may suspend a transaction and request confirmation where there are signs of fraud or unauthorised use of a payment instrument.

6.10. The processing of your personal data is described in the Privacy Policy.

7. Confirmation of payment

7.1. Upon successful payment, an electronic ticket with a QR code appears in your personal account — it constitutes confirmation of the booking.

7.2. A fiscal receipt is generated and delivered in the manner prescribed by the legislation of the Republic of Uzbekistan.

7.3. Your payment history, amounts and statuses are available in the "My bookings" section of your personal account.

8. Escrow of funds

8.1. The money you pay is held in escrow — retained by the Operator until the conditions for payout to the guide arise. Escrow is carried out pursuant to Article 24 of the Law of the Republic of Uzbekistan "On Electronic Commerce".

8.2. The purpose of escrow is to make it possible to refund you if the tour did not take place, was cancelled, or was delivered with a material breach of its terms.

8.3. Payout timelines for the guide:

8.4. The claims window is 24 hours after completion of the tour. This is precisely the period during which the funds are still held by the platform: if you have any complaints about how the tour was conducted, submit your claim before those 24 hours expire — the dispute will then be considered against funds that are still with the platform, rather than after the fact.

8.5. If a claim is submitted within that window, the payout to the guide is suspended until the review is completed — but for no longer than 15 business days. Depending on the outcome, the funds are either released to the guide or refunded to you in full or in part (clause 9.4).

8.6. No interest accrues on escrowed funds; escrow does not constitute a bank deposit.

9. Cancellation and refund amounts

9.1. Cancellation on your initiative

Default rules (apply unless more favourable terms have been set for the guide or for the specific tour — see clause 9.5):

Where cancellation occurs more than 48 hours in advance, the platform commission is not withheld — only the acquiring fee already withheld by the bank and the payment provider when the payment was accepted, and which they generally do not return, is deducted from the refunded amount.

9.2. Cancellation on the guide's initiative

If the guide cancels the tour — for any reason, including insufficient group size — you are refunded 100% of the amount paid, including the platform commission and the acquiring fee. The schedule in clause 9.1 does not apply in that case. In addition, you may claim from the guide compensation for documented losses.

9.3. Force majeure and decisions of public authorities

If the tour cannot be conducted due to force majeure or a prohibition by a competent authority, you are refunded 100% of the amount paid less the expenses actually incurred and documented by the guide. The platform commission is not withheld.

9.4. The tour does not match its description

If the services actually delivered materially fail to match the tour description (the route was changed, something stated as included was not provided, safety conditions were not observed), you may submit a claim through the service within 24 hours after completion of the tour. Peakly reviews it under Section 18 of the Offer and may issue a partial or full refund out of the escrowed funds.

9.5. Individual cancellation terms

The schedule in clause 9.1 sets the default terms. The actual cancellation terms may differ, and they are configurable at two levels:

• at guide level — a single cancellation policy applying to all of that guide's tours;
• at individual tour level — a policy of that specific tour, which takes precedence over the guide's policy.

Both the threshold periods (for example, 72 hours instead of 48) and the refund amounts for each threshold may be changed, as may the number of thresholds itself — up to and including free cancellation at any time before the start.

One restriction applies: individual terms may only be more favourable to you than the default ones. Terms that worsen your position compared with clause 9.1 are not permitted on the platform and are not applied.

The cancellation policy applicable to your booking is displayed on the tour page and on the checkout screen — before payment, and after the booking is placed it is available on the booking page in your personal account. It forms part of the terms of the booking and cannot be changed after payment — the policy that was in effect when your booking was placed is the one that applies to it.

10. How to request a refund

1. Open the "My bookings" section of your personal account, select the booking and click "Cancel booking". The system will show you the refund amount under the applicable policy before you confirm the cancellation.
2. If a refund is due, provide the bank details for the transfer: the recipient's full name, the bank's name, the MFO code and the account number. You can save these details to your profile so you do not have to enter them again.
3. Confirm the cancellation. A refund request is created automatically and enters processing; its status is visible in your personal account.
4. If the guide cancelled the tour, the refund request is created automatically — all you need to do is provide your bank details: the platform will ask for them by notification and via a pop-up the next time you sign in.

If you are unable to cancel through your personal account, write to support@peakly.uz or to Telegram @peakly_help_bot, quoting your booking number. A call to the support line is accepted as an initial contact, but written bank details will be required in order to transfer the funds.

11. Refund time frames

11.1. Peakly reviews the request and decides on the refund within 3 business days of receiving it together with complete bank details.

11.2. The transfer is made within no more than 10 (ten) business days of the refund decision.

11.3. The actual crediting time depends on the recipient's bank and the payment provider and may be up to 30 calendar days.

11.4. If the request is rejected, or the refund amount differs from what you expected, you will receive a notification with the reasons.

12. Claims and disputes

12.1. Before going to court, the parties follow the pre-action claims procedure. A claim is sent to info@peakly.uz or via the feedback form; the review period is 10 business days from receipt.

12.2. The procedure for handling claims and resolving disputes is set out in detail in Section 18 of the Offer.

12.3. This document does not limit your rights under the Law of the Republic of Uzbekistan "On Protection of Consumer Rights". Any terms that impair consumer rights compared with the legislation are invalid to that extent.

12.4. If you believe a debit was erroneous or unauthorised, report it to Peakly support and to your bank as soon as possible — a card transaction is disputed through the issuing bank.

13. Changes to this document

Peakly may amend this document. A new version is published on this page with the date indicated. Bookings already placed are governed by the version that was in effect when the booking was placed.

14. Related documents

• Public Offer — full terms of booking, payment, cancellation and refunds
• Terms of Use
• Privacy Policy
• Contacts · FAQ