Terms
TERMS & CONDITIONS
Papaya Guide
TABLE OF CONTENTS
- General Terms
- Booking Process
- Payment Terms
- Booking Validity (60 Days)
- Scheduling & Communication
- Customer Date Changes
- Group Discount & Repricing
- Booking Modifications
- Booking Cancellations
- Refund Process
- No-Show Policy
- Responsibilities
- Service Provider Date Changes & Inability to Perform
- Limitation of Liability
- Quality Guarantee & Customer Support
- Force Majeure
- Governing Law & Dispute Resolution
- Contact Information
1. GENERAL TERMS
1.1. These Terms & Conditions ("Terms") govern the use of the Papaya Guide website and services operated by Papaya Guide ("Papaya Guide", "we", "us", "our").
1.2. Papaya Guide is an online booking platform that connects customers ("Customer", "you") with independent local service providers ("Service Provider", "Partner") offering experiences, excursions, lessons, and related services in the Dominican Republic.
1.3. By completing a booking on our website, you confirm that you have read, understood, and agree to be bound by these Terms.
1.4. Papaya Guide is not the direct provider of the services listed on the website. Services are provided by independent Service Providers.
2. BOOKING PROCESS
2.1. Customers select a service and complete the booking online via the Papaya Guide website. A booking is completed once it is successfully booked and paid for on the website.
2.2. After successful payment, the Customer is provided with access to:
- a booking confirmation email,
- a unique confirmation code,
- contact details of the Service Provider,
- basic instructions for scheduling and using the service.
2.3. All booking details, including the confirmation code, Service Provider contact details, and service instructions, are accessible in the Customer's user profile under “Orders” and “Show Order”.
2.4. The confirmation code is unique, non-transferable, and valid for one-time use only. The Customer is required to provide the confirmation code to the Service Provider at the time of service delivery in order to redeem the booking. A service is considered completed after the Service Provider confirms the confirmation code in the Papaya Guide system.
3. PAYMENT TERMS
3.1. All payments are made online via secure payment provider (e.g. Stripe).
3.2. Prices shown on the website are final unless otherwise stated and include all applicable taxes.
3.3. Papaya Guide collects payment on behalf of the Service Provider and releases payment to the Service Provider after the service has been confirmed as completed in the system.
3.4. Papaya Guide does not store Customers' payment card details.
4. BOOKING VALIDITY (60 DAYS)
4.1. Each booking is valid for 60 days from the date of purchase, unless otherwise stated in the service description.
4.2. It is the Customer's responsibility to ensure that the service is scheduled and completed within the validity period.
4.3. Bookings not used within the 60-day period expire automatically and are non-refundable.
4.4. In case of dispute regarding whether a service was used, Papaya Guide reserves the right to verify the situation by contacting the Customer and Service Provider, and to request evidence (such as communication records or confirmation code redemption logs). The decision is at Papaya Guide's sole discretion.
4.5. For Stays (accommodation services and accommodation packages), different conditions may apply for using and completing the booked service. These conditions, such as a longer booking period or specific dates, are stated in the service description of the relevant service. In such cases, the conditions stated in the service description apply instead of the 60-day period.
5. SCHEDULING & COMMUNICATION
5.1. After completing a booking, the Customer is responsible for contacting the Service Provider directly to arrange the date and, where applicable, the time of the service.
5.2. Papaya Guide recommends contacting the Service Provider as soon as possible after booking, or once the Customer knows their preferred date, in order to ensure availability and smooth planning.
5.3. Once a date is agreed, the Service Provider is required to enter the scheduled service date into the Papaya Guide system.
5.4. The Customer will be able to see the scheduled service date in their user profile, in the order details under each booked service as the "Scheduled date".
5.5. Papaya Guide may monitor scheduled dates and changes for quality control and administrative purposes.
6. CUSTOMER DATE CHANGES
6.1. Once a service date has been scheduled with the Service Provider, any request to change the date or time is subject to the Service Provider's availability and approval.
6.2. To request a date change:
- Contact your Service Provider directly to check availability for a new date
- If the Service Provider agrees to the change, they will update the scheduled date in our system
- You will see the updated date in your user profile, in the order details under each booked service as the "Scheduled date"
6.3. All date changes must remain within the original 60-day booking validity period.
6.4. If the Service Provider is unable or unwilling to accommodate a date change, you may cancel your booking in accordance with Section 9 (Booking Cancellations).
7. GROUP DISCOUNT & REPRICING
7.1. Group discount is applied based on the number of adult participants purchased in a single order. Child participants are not counted toward the minimum threshold, as child prices are already discounted. Group discount thresholds and amounts are specified on the service page at the time of booking.
7.2. All participants included in the booking must use the service on the same date and at the same time. One unique confirmation code is generated for the entire group.
7.3. If participants wish to use the service on different dates or at different times, they must create separate bookings. Each booking will generate its own confirmation code.
7.4. If the number of participants is reduced below the minimum threshold for a group discount, the group discount will no longer apply and the booking will be repriced at the standard rate for the updated number of participants.
8. BOOKING MODIFICATIONS
8.1. What Is a Modification
A modification is a change to your existing booking that does not involve cancelling a service or reducing the number of participants. The only modification available is adding participants to your booking.
8.2. Adding Participants
8.2.1. You may request to add participants to an existing booking, subject to Service Provider capacity and availability.
8.2.2. Additional participants will be charged at the applicable price at the time of addition. No administrative fee applies when adding participants.
8.2.3. Group discounts do not apply retroactively. If your original booking received a group discount, newly added participants will be charged at the standard rate unless otherwise agreed by Papaya Guide.
8.2.4. As an alternative to adding participants to an existing booking, the Customer may simply create a new booking for additional participants. Each booking generates its own confirmation code. The same service date may be arranged with the Service Provider, subject to availability.
8.3. How to Request Adding Participants
To request to add participants, contact Papaya Guide at order@papayaguide.com.
Your request must include:
- your order number,
- service name, and
- the number of participants you wish to add.
Papaya Guide will confirm availability with the Service Provider and provide a
payment link if applicable. Once payment is received, your booking will be updated.
Note: All modification requests must be submitted to Papaya Guide. Service Providers are not authorized to process booking modifications.
8.4. Updating Customer Information
8.4.1. You may update your personal details (name, email, phone number) directly in your customer account profile at any time.
8.4.2. Transfer of bookings to another person is not permitted. Bookings are non-transferable.
8.5. What Is NOT a Modification
Changing to a different service or Service Provider is not a modification.
8.5.1. A booking is valid only for the specific service(s) selected at the time of purchase.
8.5.2. If you wish to book a different service, you must cancel your original booking in accordance with Section 9 (Booking Cancellations) and create a new booking.
8.5.3. Changing the scheduled service date is not a modification and is handled separately under Section 6 (Customer Date Changes).
9. BOOKING CANCELLATIONS
9.1. What Is a Cancellation
A cancellation occurs when you:
- cancel your entire booking (all services and participants), or
- remove one or more participants from a service, or
- cancel one or more services while keeping other services in your booking active.
Removing participants or services is referred to as a partial cancellation.
9.2. When Cancellation Is Possible
9.2.1. Cancellations are permitted if requested at least 72 hours before the scheduled service date entered in the system.
9.2.2. Cancellations requested less than 72 hours before the scheduled service date are not permitted and no refund is available.
9.2.3. Date changes may still be possible if less than 72 hours remain before the scheduled service date, subject to Service Provider approval and availability (see Section 6. Customer Date Changes).
9.3. How to Cancel
To request a cancellation, you must contact Papaya Guide at order@papayaguide.com.
Your cancellation request must include:
- your order number, and
- a clear statement of what you wish to cancel (the entire booking, specific participants, or specific services).
A cancellation request is considered effective only once it has been received and confirmed by Papaya Guide.
Note: All cancellation requests must be submitted to Papaya Guide. Service Providers are not authorized to process cancellations or issue refunds.
9.4. Administrative Fee
For all cancellations (full or partial), an administrative fee applies to cover transaction processing costs (payment gateway fees, refund processing, and administrative handling):
- 7% of the cancelled or refunded amount (minimum fee: USD 10, maximum fee: USD 140)
Refund = cancelled or refunded amount minus administrative fee.
Refunds are processed via the original payment method within 7–10 business days (see Section 10. Refund Process).
9.5. Partial Cancellation (Removing Participants or Services)
A partial cancellation occurs when you remove one or more participants from a service, or cancel one or more services while keeping other services in your booking active.
Removing Participants:
9.5.1. If you reduce the number of participants, the booking will be recalculated based on the updated number of participants and the applicable price for that group size.
9.5.2. If the recalculation results in a refund, an administrative fee in accordance with Section 9.4. will be deducted from the refund. Net refund = refund amount minus administrative fee.
9.5.3. If the recalculation results in an additional payment (for example, due to loss of a group discount), you may choose to:
- accept the adjusted booking price and pay the price difference (no administrative fee applies), or
- cancel the entire booking, in which case an administrative fee applies in accordance with Section 9.4.
Removing Entire Service(s):
9.5.4. If you cancel one or more services while keeping others, the value of the cancelled service(s) is determined.
9.5.5. An administrative fee in accordance with Section 9.4. will be deducted from the refund. Net refund = cancelled service value minus administrative fee.
9.5.6. The remaining services in your booking continue as originally booked.
10. REFUND PROCESS
10.1. Approved refunds are processed via the original payment method.
10.2. Refund processing time is typically 7–10 business days after the cancellation is confirmed by Papaya Guide, depending on the payment provider.
10.3. Payment processing fees charged by third-party providers are non-refundable.
11. NO-SHOW POLICY
11.1. Failure to appear at the scheduled service time without prior cancellation is considered a no-show.
11.2. In case of a no-show:
- the full booking amount is forfeited,
- no refund is available,
- the booking is considered used and invalid.
11.3. In case of dispute regarding attendance, confirmation code redemption in the Papaya Guide system and/or Service Provider's records will serve as proof of attendance or non-attendance. Papaya Guide reserves the right to contact the Customer and Service Provider to verify the situation and may request additional evidence (such as communication records, photos, or written confirmation) before making a final decision.
12. RESPONSIBILITIES
12.1. Papaya Guide Responsibilities
Papaya Guide is responsible for:
- operating the booking platform,
- secure payment processing,
- providing service descriptions as supplied by Service Providers,
- booking confirmation and confirmation code system reliability,
- providing customer support,
- processing cancellations and refunds per our policies,
- monitoring service quality and managing Service Providers on the platform.
12.2. Service Provider Responsibilities
Service Provider is responsible for:
- actual delivery of the service as described at the time of booking,
- service quality and safety,
- communication with the Customer,
- scheduling and availability,
- compliance with local laws and regulations,
- entering scheduled dates and confirming services in the system.
12.3. Service Provider IS NOT Authorized to
- process booking modifications,
- cancel bookings,
- issue refunds.
All modifications and cancellations must be handled exclusively by Papaya Guide.
13. SERVICE PROVIDER DATE CHANGES & INABILITY TO PERFORM
13.1. Date Changes by Service Provider
The Service Provider may request a date change only due to unforeseen circumstances beyond their reasonable control, including but not limited to:
- unfavourable weather conditions posing safety risks,
- technical failures (e.g., vehicle breakdown, equipment malfunction),
- sudden health or medical emergencies,
- force majeure events (as defined in Section 16).
The Service Provider must contact the Customer directly as soon as the issue arises to propose and agree upon a new date. Once agreed, the Service Provider must update the scheduled date in the Papaya Guide system without delay.
13.2. Customer's Rights in Case of Date Change
In the event of a date change under Section 13.1, the Customer may:
- accept the new date, or
- decline the change and request cancellation by contacting Papaya Guide at order@papayaguide.com. An administrative fee applies in accordance with Section 9.4.
13.3. Inability to Perform or to Provide an Alternative Date
Service Providers are not authorized to cancel services booked through Papaya Guide. However, if a Service Provider is unable to provide an alternative date for the service and the booking cannot be completed, the Service Provider must immediately notify the Customer and Papaya Guide at order@papayaguide.com. In such cases, the Customer is entitled to a full refund (100%) without any administrative fee. This applies regardless of the reason for the Service Provider's inability to perform the service. Refunds will be processed via the original payment method within 7–10 business days (see Section 10. Refund Process).
13.4. Papaya Guide's Role
Papaya Guide is not responsible for date changes or cancellations initiated by the Service Provider. Papaya Guide's role is limited to:
- facilitating communication between the Customer and Service Provider,
- processing refunds in accordance with this policy,
- monitoring Service Provider conduct and maintaining quality standards on the platform (see Section 15. Quality Guarantee & Customer Support).
14. LIMITATION OF LIABILITY
14.1. Papaya Guide does not provide the services directly and is not liable for the acts, omissions, or conduct of Service Providers.
14.2. Papaya Guide is not responsible for any issues, losses, or damages, including but not limited to:
- personal injury or death,
- property damage or loss,
- accidents or medical emergencies,
- cancellations or delays caused by Service Providers,
- weather conditions,
- force majeure events,
- Customer's failure to follow instructions or safety rules.
15. QUALITY GUARANTEE & CUSTOMER SUPPORT
15.1. Papaya Guide monitors Service Providers to maintain consistent service quality standards on the platform.
15.2. Customer Support Before Service
If you experience any issues before the service begins, such as communication problems with the Service Provider, repeated cancellation and rescheduling of the agreed service date by the Service Provider, or the Service Provider's failure to appear or respond, you must contact Papaya Guide within 24 hours of the issue arising at order@papayaguide.com. We will assist you in resolving the situation.
15.3. Service Provider Responsibility
Once the service has begun, the Service Provider is responsible for service delivery, quality, safety, and conduct.
15.4. Reporting Service Quality Issues
If you wish to report a service quality issue or Service Provider misconduct that occurred during the service, you may contact Papaya Guide at order@papayaguide.com within 48 hours after service completion, providing your order number, service name and a clear description of the issue.
15.5. How Papaya Guide Handles Complaints
Papaya Guide will review all reported issues and may take appropriate action against the Service Provider, including but not limited to:
- issuing a warning,
- temporary suspension from the platform,
- restricting specific personnel from providing services,
- terminating cooperation with the Service Provider.
The specific measures taken depend on the nature, severity, and frequency of the issue. Papaya Guide is not obligated to provide financial compensation to the Customer for issues arising during service delivery. The Service Provider is the direct provider of the service and bears full legal responsibility for service quality, safety, and delivery. Any claims for damages, compensation, or liability must be directed to the Service Provider.
15.6. Customer's Right to Seek Compensation
If the Customer believes they are entitled to compensation due to a Service Provider's misconduct or failure to deliver the service as described at the time of booking, the Customer may contact the Service Provider directly to request a resolution, or pursue legal action against the Service Provider in accordance with applicable law.
Papaya Guide may assist in facilitating communication between the Customer and Service Provider but is not responsible for the outcome of such negotiations or legal actions.
16. FORCE MAJEURE
16.1. Neither Papaya Guide nor the Service Provider shall be held liable for failure or delay in performance caused by events beyond reasonable control, including but not limited to technical failures, weather conditions, strikes, governmental actions, pandemics, natural disasters, other unfavourable conditions or safety concerns.
16.2. In such cases, reasonable efforts will be made to reschedule the service or provide an alternative solution.
17. GOVERNING LAW & DISPUTE RESOLUTION
17.1. These Terms are governed by and construed in accordance with the laws of the Slovak Republic.
17.2. Any disputes arising from these Terms or your use of our services shall be resolved through good faith negotiation. If negotiation fails, disputes shall be resolved exclusively through the courts of the Slovak Republic or through binding arbitration as determined by Papaya Guide.
17.3. By completing a booking, you consent to the exclusive jurisdiction and venue of these courts or arbitration proceedings.
17.4. Dispute Resolution Process
If you disagree with our decision regarding a complaint, cancellation request, or refund, you may submit a formal written dispute to order@papayaguide.com within 14 days of receiving our decision. We will review your dispute and provide a final decision within 30 days. Our final decision is binding and concludes the dispute resolution process.
18. CONTACT INFORMATION
Papaya Guide
Email for booking-related inquiries: order@papayaguide.com
Email for general questions: info@papayaguide.com
Website: www.papayaguide.com
Last updated: [01.01.2026]