Terms and Conditions of Use
For customers booking activities on Guidestination
1. Purpose
These Terms and Conditions of Use ("Terms") apply when you book an activity through Guidestination ("Guidestination", "we", "us", "the Platform"). By making a booking, you agree to these Terms.
2. Definitions
• Activity: a tourism or leisure service listed on the Platform.
• Provider: the business or professional that operates and delivers the Activity.
• Booking: a reservation confirmed through the Platform.
• MoR (Merchant of Record): the entity that accepts payment and handles payment obligations for a transaction, including confirmation, refunds, and payment disputes.
3. Role of the Platform & Providers
3.1 Marketplace role. The Platform lets you discover, compare, and book Activities offered by Providers.
3.2 Service delivery. The Provider is solely responsible for delivering the Activity, including quality, safety, staffing, equipment, and operations.
3.3 Compliance. Providers must hold and maintain all licenses, permits, certifications, and insurance required to operate legally. The Platform may request proof of compliance and may suspend listings if documents are missing or invalid.
4. Payment Role (by Country)
Payment setup depends on the country of the booking.
4.1 France (FR) — Provider sells directly (Stripe Connect).
• The Provider is the seller for payment acceptance.
• Payments are processed to the Provider’s Stripe Connect account (the statement descriptor may show the Provider name and/or checkout descriptor).
• The Platform deducts its agreed commission.
4.2 Thailand (TH) — Merchant of Record model.
• Guidestination is the Merchant of Record (MoR) for payment acceptance.
• Payments are processed by Guidestination through methods offered at checkout (the statement descriptor may show "Guidestination" or the checkout descriptor).
• The Provider remains solely responsible for service delivery and legal compliance (including licenses and insurance).
• Guidestination pays the Provider after activity completion under the Provider terms and Platform payout rules.
5. Booking & Payment Process
5.1 Payment timing. Payment is usually due at booking unless checkout states otherwise.
5.2 Booking confirmation. After successful payment, you receive a confirmation with Activity details and instructions.
5.3 Price transparency. The total price, including any mandatory taxes or fees, is shown before you confirm payment.
5.4 Payment security. Payments are processed by trusted payment partners. You agree to complete required verification steps (for example, 3D Secure).
6. Client Responsibilities
By booking an Activity, you agree to:
6.1 Provide accurate booking and payment information.
6.2 Review the Activity description, eligibility, and requirements before booking.
6.3 Follow Provider rules (schedule, meeting point, dress code, and safety rules).
6.4 Arrive on time. Late arrival may result in partial participation or denied access without refund, depending on Provider policy.
6.5 Follow safety instructions and behave respectfully. You are responsible for your conduct and any damage you cause.
7. Platform Responsibilities
The Platform commits to:
7.1 Provide booking and payment infrastructure (including acting as MoR in Thailand where applicable).
7.2 Display Activity information based on data provided by Providers.
7.3 Offer customer support and assist with eligible refund and dispute handling under these Terms.
7.4 Show clear prices and cancellation terms at checkout.
8. Cancellation & Refund Policy
Refund eligibility follows the cancellation policy shown at checkout and the circumstances below.
8.1 Client cancellations (example: "Flexible Policy"). Unless checkout says otherwise:
• Cancellation at least 48 hours before the Activity: full refund
• Cancellation less than 48 hours before the Activity: no refund
No-shows are non-refundable unless required by law or expressly stated at checkout.
8.2 Provider cancellations. If the Provider cancels, you may choose (where available):
• a full refund, or
• rescheduling (subject to availability).
The Platform is not responsible for your additional costs (for example, transport or accommodation).
8.3 Weather / force majeure. If the Activity cannot safely or reasonably proceed (for example, severe weather), rescheduling or a refund may be offered based on the policy and circumstances.
8.4 Refund processing. If Guidestination is MoR (Thailand), refunds are processed by Guidestination to the original payment method. If the Provider sells directly (France), refunds are processed through the payment flow for that booking, and the Platform may assist.
9. Issues During an Activity & Claims
9.1 You may request a full or partial refund if:
• the Activity is materially different from its description,
• the Provider is more than 20 minutes late and you cannot reasonably participate,
• the Activity presents a significant health or safety risk,
• the Activity is not delivered.
9.2 Claim deadline. Submit refund requests within 48 hours of the scheduled Activity time, with relevant evidence (for example, photos or messages). The Platform reviews claims under the booking policy, these Terms, and applicable law.
10. Payment Disputes / Chargebacks
10.1 Please contact the Platform first so we can try to resolve the issue before you file a chargeback, where possible.
10.2 If a chargeback is filed, the Platform (as MoR where applicable) may request additional information and may limit account privileges in cases of fraud or abuse.
11. Liability
11.1 Provider liability. Providers are solely responsible for delivering Activities and for their quality, safety, and legality.
11.2 Platform liability (limited). The Platform does not physically operate Activities. Our role is to operate the marketplace and payment flows (including refund and dispute handling where applicable). Nothing in these Terms excludes liability that cannot be excluded by law.
11.3 Personal belongings. You are responsible for your belongings. Neither the Platform nor the Provider is liable for loss or theft unless required by law.
12. Client Account
12.1 You may create an account to manage bookings.
12.2 You are responsible for keeping your login credentials secure and for activity on your account.
13. Suspension and Termination
The Platform may suspend or close your account for:
• breach of these Terms,
• false or misleading information,
• fraudulent or abusive behavior,
• repeated misuse of refunds or chargebacks.
14. Data Protection
The Platform processes personal data in line with applicable data protection laws and our Privacy Policy for booking management, customer support, fraud prevention, and service improvement.
15. Intellectual Property
All Platform content (including text, images, trademarks, branding, and interface elements) is protected by intellectual property laws. You may not copy or distribute it without authorization, except as allowed by law.
16. Governing Law and Jurisdiction
These Terms are governed by the law of the jurisdiction where the Platform operates for the relevant booking, unless mandatory consumer protection rules require otherwise. Disputes are submitted to the competent courts.
17. Acceptance
By completing a booking, you confirm that you have read, understood, and accepted these Terms.
Last updated: 2026-02-23
If you have any questions about these terms, please contact us at support@guidestination.com