Terms & Conditions

Registration & Identity

Creating a TREKX account requires a valid email address, a secure password managed through Clerk-backed authentication, and agreement to these Terms and the TREKX Privacy Policy. You must provide accurate, complete, and up-to-date identity information during registration and checkout. The following registration practices are not permitted:

• Using a disposable, temporary, or anonymous email service to avoid account-related communications or to circumvent platform rules.
• Providing false, misleading, or impersonated identity information including names, addresses, or contact details.
• Creating multiple accounts for the same individual to exploit promotions, the return system, or the review system.
• Creating accounts on behalf of other individuals without their knowledge and explicit consent.
• Registering accounts using automated bots, scripts, or services.

Your account enables a personalised experience that includes your order history, earned TREKX Points, account activity timeline, saved preferences, guide reading history, product review management, and access to the return portal. Features are enabled progressively based on platform activity — for example, review eligibility requires a delivered order containing the specific product being reviewed.

Account Security

You are responsible for maintaining the confidentiality and security of your account credentials. TREKX recommends the following practices to protect your account:

• Use a strong, unique password not shared with any other online service.
• Enable any additional verification features provided by Clerk, such as multi-factor authentication.
• Sign out of TREKX on shared, public, or borrowed devices after each session.
• Contact support@trekx.com immediately if you suspect your account has been accessed without your authorisation.
• Do not share your login credentials, session cookies, or account access with third-party applications claiming to offer enhanced TREKX functionality.

TREKX applies rate limiting to login attempts, checkout submissions, review submissions, and API endpoints. If rate limiting is triggered by automated tools, bots, or scripted requests, your access may be throttled or blocked. Specific rate limit thresholds are not disclosed publicly to prevent circumvention by bad actors.

Suspension & Termination

TREKX may restrict, suspend, or permanently close accounts involved in abuse, fraud, review manipulation, payment misuse, harassment, or any activity that threatens the integrity of the platform, its customers, or its team. The following actions may trigger account restriction or termination:

• Repeated review manipulation, including submitting reviews for products not ordered, using secondary accounts to inflate product ratings, or coordinating fake reviews.
• Checkout abuse such as using promotional codes outside their intended scope, exploiting points redemption logic, or placing orders without genuine purchase intent.
• Return abuse such as fraudulently claiming damage, defect, or wrong item to obtain refunds.
• Credential stuffing, account brute force, or any automated attempt to gain unauthorised account access.
• Attempting to access or exploit admin-only routes, admin APIs, or administrative functions not available to the customer account role.
• Sharing admin credentials or exporting customer data outside the scope of legitimate, authorised platform operations.
• Harassing, threatening, or abusing other customers, TREKX staff, or third parties through any platform communication channel.

When an account is closed, associated records including orders, reviews, refund requests, points balance, and activity history may be deleted, anonymised, or retained depending on applicable data retention obligations, financial record requirements, fraud investigation needs, and dispute resolution requirements. TREKX will communicate any records that must be retained and the reason for retention.

Product Information

The TREKX product catalogue is organised into four experience-level collections: Basecamp (beginner-friendly gear for first adventures), Core (essential equipment for regular outdoor use), Explore (performance gear for serious trekking and climbing), and Ascent (expedition-grade equipment for technical mountain objectives). Each product may include a name, collection badge, category, description, tagline, technical specifications, deep-dive feature details, linked guide articles, available colours, available sizes, product images, and special badges such as New, Bestseller, Rave Reviews, Sale, or Limited.

TREKX aims to keep product information accurate and current. However, product details including descriptions, specifications, prices, availability, imagery, and badge status may be updated without notice. Product images are provided to represent appearance and function but may differ from the actual product due to device display calibration, photography lighting, image angle, and natural material variation. TREKX does not warrant that product descriptions are error-free, complete, reliably up to date, or suitable for every customer's specific use case.

Some products are part of bundle kits that combine multiple components under a single product record. Bundle availability depends on the availability of all included components. If one component becomes unavailable, the bundle itself may become unavailable even if other components are in stock. TREKX may update bundle configuration and component availability as stock changes.

Inventory & Stock

Product availability is determined by product-level inventory and, for products with colour or size variants, by variant-level stock. A product may be available in one variant and out of stock in another. Availability displayed on the storefront reflects the most recently updated stock count but may not account for concurrent checkout activity.

Adding an item to your cart does not reserve inventory. Inventory is checked and confirmed during the checkout process when your order is submitted. If a product or variant selected in your cart becomes out of stock between the time you add it and the time you submit your order, you will be notified and that item may be removed from your order or the checkout may be prevented until stock is resolved.

TREKX does not guarantee that any specific product, colour variant, or size will be available at any particular time. Restock timing, limited availability, and product discontinuation are operational decisions made by the TREKX team and may occur without advance notice.

Prices & Currency

Product prices on the TREKX storefront may be displayed in the display currency selected in your account or session preferences. Supported display currencies include USD, EUR, GPB, AUD, CAD, JPY, and CNH. Currency conversion for display purposes is based on configured rate data and may not reflect live interbank exchange rates. The final payment currency and confirmed total are displayed on the checkout payment step before you authorise payment.

Prices may change at any time without prior notice. Promotional pricing, percentage discounts, seasonal sale pricing, bundle pricing, and free shipping thresholds may be applied, updated, or removed at TREKX's discretion. If a promotional price expires between the time you view a product and the time you proceed to checkout, the current applicable price will be shown at checkout.

Where an obvious pricing or stock error occurs — such as a product listed at a price significantly below reasonable market cost due to a technical or data entry error — TREKX reserves the right to cancel any orders placed at the erroneous price and to refund any payment collected within 30 days. TREKX will promptly contact affected customers and arrange refunds where required.

TREKX Points

TREKX Points are a platform loyalty reward earned on qualifying purchases. Points are calculated based on the eligible order subtotal, which excludes shipping costs, taxes, and any points discount already applied at checkout. Under the current configured earn rate, approximately 100 points are awarded for qualifying spend of 33.50 USD (or the equivalent at the applicable display currency conversion rate).

Points may be redeemed at checkout in fixed increments of 1,000 points per redemption unit, up to a maximum of 10,000 points per checkout transaction. For example, a balance of 3,500 points allows a maximum redemption of 3,000 points, leaving 500 points in your account. Each 1,000 points redeemed applies a proportional monetary discount to the checkout total.

The following rules govern the TREKX Points programme:

1. Points are non-transferable and may not be exchanged for cash or any other form of currency outside TREKX.
2. Points have no independent monetary value and may not be sold, gifted, traded, or transferred between customer accounts.
3. Points earned on a returned or fully refunded product may be reversed at the time the return is approved and the refund is processed.
4. If a refund restores payment to the original method, TREKX will recalculate points earned on the returned portion and remove any excess points from your balance.
5. Points-only orders — where the full order total is covered by points redemption — may be processed without requiring a payment method where the platform configuration supports it.
6. TREKX reserves the right to adjust, correct, suspend, or terminate points balances in cases of account closure, suspected abuse, promotional error, or changes to the rewards programme with reasonable notice where material changes are made.

Supported Payment Methods

TREKX uses Stripe Payment Element to support multiple payment methods during checkout. Available payment options may include major credit and debit cards (Visa, Mastercard, American Express), digital wallets (Apple Pay, Google Pay), buy-now-pay-later services (Klarna), PayPal, Amazon Pay, Stripe Link for saved payment credentials, and additional payment methods supported by Stripe in your region.

Payment method availability varies by region, device, browser, Stripe configuration, and the customer's account eligibility with the relevant payment provider. TREKX does not guarantee that all listed payment methods are available for all customers in all locations. If your preferred method is unavailable, please use an alternative supported method or contact support@trekx.com for assistance.

All payment processing is handled by Stripe. TREKX does not collect, process, store, or transmit raw payment card data at any point. By completing payment through the TREKX checkout, you also agree to Stripe's Terms of Service and Privacy Policy in addition to these Terms.

Order Creation

When checkout completes successfully and payment is confirmed by Stripe, TREKX creates an order record containing your name, email address, shipping address, selected products, quantities, variant selections (colour and size where applicable), shipping method, shipping cost, order total, TREKX Points earned, points redeemed, points discount amount, payment intent reference, and initial fulfilment status. An order confirmation email is sent to the address associated with your TREKX account.

Your completed orders appear in the Orders page where you can view line items, track fulfilment status progression, access the return portal once an order is delivered, and reference order details for customer support enquiries. If any product in your order becomes unavailable after payment is confirmed, TREKX will contact you to arrange a full or partial refund.

Fulfillment Automation

TREKX uses automated fulfilment scheduling to progress orders through their lifecycle based on the shipping method selected at checkout. The estimated automated fulfilment schedule is:

1. Standard shipping: Order created (Day 0) → Processing begins the next day at 07:00 UTC → Shipped three days after processing at 07:00 UTC → Delivered two days after shipping at 12:00 UTC.
2. Fast shipping: Order created (Day 0) → Processing begins the next day at 07:00 UTC → Shipped the same day as processing begins at 12:00 UTC → Delivered the following day at 12:00 UTC.

Automated fulfilment timing is a best-effort operational estimate and does not constitute a legally binding delivery guarantee unless a specific applicable consumer protection law or written policy provision says otherwise. Actual delivery may be affected by carrier delays, customs processing, severe weather, address complications, and other factors outside TREKX's reasonable control. Transactional email notifications are dispatched at each automated status transition.

Manual Updates & Admin Tools

Administrators may manually update an order's fulfilment status at any time through the admin order detail interface. A manual update pauses the automated fulfilment scheduler for the affected order to prevent conflicting automatic progressions after a manual intervention. Each status change — whether automated or manual — is recorded in the order's fulfilment history log with a timestamp, the new status, and whether the change originated from the automation system or an administrator action.

Administrators have access to comprehensive order records displaying all line items, selected variant details, shipping information, customer data, Stripe payment reference, TREKX Points data, fulfilment history, and any associated refund or return requests. Administrators can update fulfilment status, pause or resume automation for individual orders, and view related refund records directly from the order record.

TREKX does not permit orders to move backward in the fulfilment timeline (e.g. from Shipped back to Processing) through automated means. The platform enforces a forward-only progression model in automated fulfilment to prevent unintended status reversals that could confuse customers or trigger duplicate email notifications.

Eligibility & Return Window

Delivered orders may be submitted for return within 30 days of the original order date. Return eligibility is determined by the order date, the fulfilment status (must be delivered), and whether the specific product has already been included in a previous return request. Products outside the 30-day return window, products associated with cancelled orders, and products already refunded through a previous return are not eligible for return through the standard portal.

To initiate a return, navigate to the Orders page, select the eligible order, and click Request a Return. The return portal will display eligible products for the return request. You must select a return reason from the available options and choose a resolution type. Only one product may be submitted per return request. If multiple products from the same order require return, a separate return request must be submitted for each after the first request is processed.

The following return reasons are available when submitting a request:

Refund Process

When a return request is submitted with a refund-to-original-payment-method resolution, the TREKX team reviews the request and may approve or reject it based on the reason provided, the product condition described, the return eligibility window, and the return policy in effect at the time of the order. Approved refunds are processed back to the original payment method used at checkout, subject to any applicable adjustments for partial refunds.

Refund processing timelines depend on Stripe payment processing, the customer's original payment method, and the customer's card issuer or bank. TREKX will send email notifications when a refund is approved and when the refund is confirmed as processed. TREKX Points earned on refunded products may be reversed as part of the refund calculation. The refund amount will reflect the actual cash paid for the returned item after accounting for any points discount applied at the original checkout.

TREKX administrators may request additional information before approving or rejecting a return. Returns may be rejected where the eligibility requirements are not met, where fraud or systematic abuse is suspected, or where the return reason cannot be substantiated. Email notification of the decision will be sent to the address associated with the order.

Exchange Process

Exchange requests allow you to return a product and request a replacement in a different available size or colour. Exchange availability depends on the returned product having size or colour options — products without selectable variants do not support exchange requests. Only one product may be included in an exchange request. If multiple products require exchange, each must be submitted as a separate request.

When submitting an exchange, you select your preferred replacement size and optionally a replacement colour from the options listed for that product in the return portal. TREKX will process the exchange after reviewing and approving the return request. The replacement product is fulfilled as a new order record and progresses through the standard automated fulfilment workflow. TREKX Points are not earned on exchange fulfilment orders.

If the requested exchange variant is unavailable when the exchange is processed, TREKX will contact you to discuss alternatives including a refund to the original payment method, selection of an alternative available variant, or credit in the form of TREKX Points where operationally appropriate.

Review Eligibility

Product reviews on TREKX are restricted to verified purchasers. To submit a review, you must hold an active TREKX account, have placed an order containing the specific product you are reviewing, and that order must have reached delivered status. Only one review per product per customer account is permitted. Attempting to submit multiple reviews for the same product using different accounts, or circumventing the verified purchase eligibility check, is a violation of these Terms and may result in account suspension.

Reviews must include a star rating between 1 and 5 and a review title. A written description is optional but strongly encouraged to help other customers make informed decisions. Review content should reflect honest, genuine personal experience with the product. The following content is not permitted in reviews:

• Personal attacks, threats, or harassment directed at other customers, TREKX staff, or third parties.
• Competitor product names used in a defamatory or promotional context.
• False or unsubstantiated claims about product safety, performance, or legality.
• Promotional content advertising competing products, services, or platforms.
• Personally identifiable information about yourself or any third party.
• Any content that violates applicable law, including defamatory statements, hate speech, and incitement to violence.

Moderation & Removal

Reviews submitted by real customers are held in a pending state until reviewed and approved by a TREKX administrator. Pending reviews are not publicly visible and do not contribute to a product's average rating until approved. Demo seed reviews may be pre-approved for platform testing, analytics population, and demonstration purposes — these are explicitly marked as demonstration data.

TREKX may decline to approve, flag, or remove a review that contains content violating these standards. If a review is removed after initial approval, the submitting customer will receive an email notification identifying the general category of the moderation reason. Removed reviews no longer contribute to the product's public average rating. TREKX may also allow customers to delete their own approved review from the product page where the platform UI supports self-removal.

If you believe a review has been removed in error, contact support@trekx.com within 14 days of receiving the removal notification. Include your account email, the product name, the review title, and a brief explanation of why you believe the removal was incorrect. TREKX will review the request and provide a decision within 10 business days.

Prohibited Conduct

By using TREKX, you agree not to engage in any of the following:

1. Attempting to gain unauthorised access to admin-only pages, admin APIs, order management tools, account management functions, or any platform feature not made available to the customer account role.
2. Using automated tools, bots, scripts, or services to submit checkout requests, review submissions, return requests, account registrations, newsletter signups, or contact form messages at volumes that strain or disrupt the platform.
3. Reverse-engineering, decompiling, scraping, crawling, or extracting proprietary code, product data, customer data, guide content, or pricing data from the TREKX platform without written permission.
4. Submitting false, misleading, fabricated, or incentivised reviews or star ratings.
5. Systematically purchasing and returning products without genuine intent to keep them, or coordinating similar behaviour across multiple accounts.
6. Using TREKX accounts, platform features, or payment capabilities to facilitate fraud, money laundering, or any activity that violates applicable law.
7. Uploading, injecting, or embedding malicious code, scripts, payloads, or content through any platform input including review fields, contact form fields, address fields, or profile fields.
8. Using TREKX customer data, product listings, images, pricing, or guide content for commercial purposes — including re-publishing, reselling, or creating derivative commercial content — without prior written permission from TREKX.
9. Impersonating TREKX staff, other customers, or any third party through any platform communication channel.

Content Standards

Any content you submit to TREKX — including product reviews, contact form messages, return request notes, address fields, and profile information — must comply with the following standards:

• Content must be accurate, honest, and not intentionally misleading.
• Content must not contain hate speech, discriminatory language, or incitement targeting individuals or groups based on protected characteristics.
• Content must not include personally identifiable information about identifiable third parties without their explicit consent.
• Content must not violate the copyright, trademark, or other intellectual property rights of any third party.
• Content must not include sexually explicit, obscene, or graphic violence material.
• Content must not be crafted to deceive, spam, manipulate platform logic, or undermine the experience of other users.

TREKX reserves the right to remove, reject, edit, or withhold any content that violates these standards without prior notice and without obligation to provide detailed justification. Serious or repeated violations may result in account suspension or permanent termination.