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Terms and Conditions

1. Our Role: The Facilitator

Unbookd (operating at unbookd.com) acts strictly as a facilitator and introductory marketplace. We provide a platform where travelers ("Users") can discover and connect with independent local guides and fixers ("Guides").

  • No Agency: Unbookd is not a travel agent, tour operator, or provider of travel services.
  • The Contract: When you book a guide, you are entering into a direct legal contract with that individual Guide. Unbookd is not a party to that contract. Unbookd's service is strictly limited to the facilitation of an introduction between the Traveler and the Guide. Once the introduction is made and the Guide's fee is placed in escrow, Unbookd's primary service is considered fulfilled. Unbookd does not supervise, direct, or control the Guide's performance.
  • Data Protection: By using our services, you acknowledge that your personal data will be processed in accordance with our privacy policy, which includes the transfer of necessary details to your chosen Guide in Rwanda to facilitate your booking.

2. Scope of Services

Unbookd's service is limited to:

  • Vetting Guides according to our internal "Trust & Safety" protocols.
  • Providing a digital interface for communication.
  • Facilitating payments through a secure escrow system. Unbookd does not sell "Packages." Any itinerary, transport, or accommodation discussed between a User and a Guide is negotiated directly between those two parties. Unbookd does not bundle these services into a single price.

3. Payments & Escrow

  • Price Structure: The total price you see at checkout consists of two distinct parts: (1) the Guide's Fee, which is set independently by the Guide for their time and expertise, and (2) the Unbookd Service Fee, which is charged by us for our platform services, including guide vetting, secure communication, and escrow management.
  • Payment Agency: By completing a booking, you explicitly authorize Unbookd to collect the Guide's Fee as a payment agent on behalf of the Guide. Your legal obligation to pay the Guide is fulfilled once Unbookd receives these funds.
  • Escrow Protection: Unbookd holds the Guide's Fee in a secure escrow account. These funds are only released to the Guide after the travel services have commenced or concluded, as per the specific booking agreement. This ensures your money is protected until the experience begins.
  • Invoicing and Receipts: You will receive a receipt from Unbookd for our Service Fee. For the Guide's Fee, Unbookd will provide a statement reflecting the payment made to the Guide on your behalf for their independent services.

4. Responsibility & Liability

  • Traveler Responsibility: It is the User's sole responsibility to arrange their own flights, visas, and comprehensive travel insurance. Travel insurance is mandatory for all bookings made via the Unbookd platform.
  • Guide Conduct: While we vet our guides, Unbookd is not liable for the acts, errors, omissions, or negligence of any Guide. Unbookd does not act as a guarantor for the Guide's services and makes no warranties regarding the specific quality or outcome of the tour experience.
  • Limitation of Liability: To the maximum extent permitted by UK law, Unbookd shall not be liable for any direct or indirect loss, injury, or damage occurring during a tour or trip.

5. Cancellations & Refunds

  • Cancellations are governed by the specific Guide's policy listed on their profile.
  • The Unbookd Service Fee is generally non-refundable once a booking is confirmed, as it covers the cost of the facilitation and vetting services already provided.

6. Governing Law

These Terms and Conditions and any dispute or claim arising out of them shall be governed by and followed in accordance with the laws of England and Wales. The courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim.