Guest Terms & Conditions

01 · About these Terms

Your agreement with ExploreIsla

These Guest Terms & Conditions apply when you browse, reserve, purchase or participate in an Experience through ExploreIsla. By completing a booking, you agree to these Terms, the applicable Refund & Cancellation Policy, Privacy Policy and any Experience-specific conditions clearly shown before payment.

If you book for other participants, you are responsible for making the relevant booking information, restrictions and conditions available to them.

02 · Our marketplace role

ExploreIsla connects you with local Providers.

ExploreIsla operates an online marketplace and booking platform for local services and Experiences in Curaçao. These may include massages and wellness treatments, tours, excursions, boat and water activities, cultural activities, food and lifestyle Experiences and other bookable services.

Unless a listing expressly states otherwise, the Experience itself is performed by an independent Provider. The Provider is responsible for operational delivery of its Experience, including appropriate personnel, equipment, licences, qualifications, safety procedures and insurance required for its activities.

ExploreIsla facilitates discovery, booking, payment administration, communication and support and may administer cancellations, refunds and disputes in accordance with the applicable terms.

03 · Before you book

Read the Experience page carefully.

Before completing payment, please check:

• the Experience description and inclusions;
• date, time and duration;
• meeting point or service location;
• number and ages of participants;
• physical, health, age or other participation requirements;
• what you need to bring;
• the cancellation conditions;
• the total price and selected extras; and
• any Experience-specific restrictions.

You are responsible for providing accurate booking information and selecting an Experience that is appropriate for the participants in your party.

04 · Booking confirmation

When your booking becomes confirmed

A booking is confirmed when ExploreIsla issues a booking confirmation after successful completion of the required booking and payment process, unless the listing clearly uses a request-to-book model.

Please review your confirmation promptly. If important booking details appear incorrect, contact ExploreIsla as soon as reasonably possible.

05 · Prices & payments

What you pay

The price displayed during checkout for the selected booking, together with any clearly disclosed taxes, mandatory charges or selected extras, forms the amount payable for the booking.

You authorise ExploreIsla and/or its payment service providers to process the amount shown at checkout using your selected payment method.

A Provider may not require an undisclosed mandatory surcharge in order to deliver the Experience as booked. Optional extras may be offered separately where clearly identified as optional.

Currency conversion, foreign transaction charges or other charges imposed independently by your bank, card issuer or payment provider are outside ExploreIsla's control.

06 · Guest cancellation

Our standard cancellation model

Unless a different cancellation policy is clearly displayed for the specific Experience before you complete payment, the standard ExploreIsla cancellation policy applies.

Cancellation deadlines are calculated using local Curaçao time and the scheduled start time of the Experience.

07 · Experience-specific cancellation

Some bookings may have different conditions.

Private charters, limited-capacity activities, services requiring dedicated staff or transport, Experiences with non-refundable third-party costs and similar bookings may have different cancellation conditions.

A different policy only applies where it is clearly disclosed to you before you complete the booking. Please review the Experience page and checkout information carefully.

08 · Refund timing

How refunds are returned

Approved refunds are generally returned to the original payment method where reasonably possible. ExploreIsla may initiate a refund promptly, but the time required for the funds to appear in your account can depend on the bank, card issuer or payment processor.

Unless required by applicable law, ExploreIsla is not responsible for independent bank processing times, exchange-rate movements or foreign transaction fees imposed by third parties.

09 · Provider cancellation

If your Provider cannot perform

If a Provider cancels or cannot provide a confirmed Experience, ExploreIsla may, depending on the circumstances and availability, offer:

Where the Provider is unable to provide the booked Experience and you do not accept a suitable alternative or reschedule, the affected booking amount will be refunded in full, subject to mandatory applicable law.

10 · Weather & safety

Conditions in Curaçao can affect an Experience.

Outdoor, marine and transport-dependent Experiences may be affected by weather, sea conditions, safety considerations, government instructions, equipment issues or other circumstances outside reasonable control.

Safety decisions may be made by the Provider. If the Provider cancels because conditions are unsafe, you will normally be offered a new date or time, subject to availability, or a full refund for the cancelled Experience.

Bad weather alone does not automatically create a right to a free cancellation where the Provider reasonably confirms that the Experience can safely proceed.

11 · Arrival & no-shows

Please arrive on time.

You are responsible for arriving at the stated meeting point or being available at the agreed service location at the required time.

For mobile services, you must provide accurate location information and reasonable access to the service location. Delays caused by inaccurate addresses, inaccessible premises or Guest unavailability may reduce the available service time.

If you arrive significantly late and the Provider can no longer reasonably provide the booked Experience, the booking may be treated as a no-show and may be non-refundable. For massages and wellness appointments, a late arrival may instead result in a shortened treatment so later appointments are not affected, while the full booking price may remain payable.

If you expect to be late, contact the Provider or ExploreIsla as soon as possible. A Provider is not required to extend the Experience beyond the reserved time where doing so would affect later bookings.

12 · Changes requested by you

Rescheduling is subject to availability.

Requests to change the date, time, location, number of participants or selected Experience are subject to Provider availability and operational requirements.

• More than 48 hours before start: a rescheduling request may generally be accepted free of charge.
• Between 24 and 48 hours before start: a rescheduling request may be accepted at the Provider's discretion.
• Less than 24 hours before start: a rescheduling request may be declined.

A rescheduled booking remains subject to the applicable Refund & Cancellation Policy. ExploreIsla may limit repeated rescheduling intended to avoid an applicable cancellation deadline.

A material change may affect the price or other booking conditions. Any additional amount must be communicated before the change is confirmed.

13 · Participation requirements

Some Experiences have restrictions.

An Experience may have age, height, swimming ability, mobility, health, licence, sobriety or other participation requirements. These should be disclosed on the listing where relevant.

You are responsible for reviewing these requirements and providing accurate relevant information. A Provider may refuse participation where a requirement is not met or where participation would create a material safety risk.

Whether a refund is available in such circumstances depends on the reason for refusal, the information disclosed before booking, the applicable cancellation policy and mandatory law.

15 · Guest conduct

Respect local Providers and other Guests.

You must not engage in conduct that is dangerous, abusive, discriminatory, threatening, fraudulent, unlawful or materially disruptive.

Providers may refuse or stop an Experience where a Guest's conduct creates a material safety risk, involves harassment or abuse, or seriously interferes with delivery of the Experience.

A Guest removed or refused for their own serious misconduct may not be entitled to a refund, subject to applicable law and the specific circumstances.

16 · Alcohol & intoxication

Providers may prioritise safety.

Where an Experience involves vehicles, vessels, water, physical activity, equipment or other meaningful safety considerations, a Provider may refuse participation where intoxication or impairment creates an unreasonable risk.

17 · Minors

Bookings involving children

A parent, guardian or appropriately authorised adult must make or approve bookings for minors where required by applicable law or the Experience conditions.

Certain Experiences may impose minimum ages or require adult supervision. The booking Guest is responsible for reviewing those restrictions before payment.

18 · Guest information

Accurate details matter.

You agree to provide accurate and reasonably complete information needed to administer your booking. ExploreIsla and the Provider are not responsible for avoidable service failures caused by materially incorrect contact, location, participant or booking information supplied by you.

19 · Communications

Booking messages

ExploreIsla and the relevant Provider may contact you about your booking, including confirmations, reminders, meeting instructions, service-location questions, safety information, changes and support.

Operational communications are different from optional marketing communications. Marketing preferences are addressed in the ExploreIsla Privacy Policy.

20 · Privacy

Your personal information

ExploreIsla processes personal information to operate the platform and administer bookings. Relevant booking information may be shared with the Provider where reasonably necessary to deliver the Experience.

21 · Reviews

Share genuine feedback.

After an Experience, ExploreIsla may invite you to submit a rating or review. Reviews should reflect your genuine experience and must not contain unlawful, fraudulent, threatening, discriminatory or knowingly false content.

ExploreIsla may moderate or remove content where reasonably necessary to enforce platform rules or comply with law, but a review will not be removed merely because it is negative.

22 · Problems during an Experience

Tell us as soon as reasonably possible.

If something materially differs from the confirmed booking, raise the issue with the Provider where safe and appropriate and contact ExploreIsla promptly so there is a reasonable opportunity to investigate or help resolve the problem.

ExploreIsla may request reasonable supporting information such as booking communications, photographs or other evidence relevant to the issue.

23 · Payment disputes

Contact us before initiating a chargeback where possible.

If you believe a payment or refund is incorrect, please contact ExploreIsla first so we can investigate. This does not remove any rights you may have through your bank, card issuer, payment provider or applicable law.

Fraudulent or knowingly false chargebacks may result in account restrictions and recovery action where legally permitted.

24 · Promotions

Discounts & promotional codes

Promotions may have additional conditions such as validity periods, eligible Experiences, minimum spend, redemption limits or exclusions. Those conditions form part of the offer when clearly communicated.

Unless otherwise stated or required by law, promotional codes have no cash value and cannot be exchanged for cash.

25 · Platform availability

Technology can occasionally fail.

ExploreIsla aims to provide a reliable booking platform but cannot guarantee uninterrupted or error-free availability at all times. Maintenance, internet outages, third-party systems, payment services and other technical events may affect access.

If a technical issue creates uncertainty about whether a booking was successfully confirmed, contact ExploreIsla before making a duplicate booking.

26 · Provider information

Listings should be accurate.

ExploreIsla requires Providers to provide accurate listing information and may review or format content for the marketplace. Because operational details can change, minor non-material variations may occur.

If a material element of a confirmed Experience changes, ExploreIsla or the Provider should communicate the change and provide an appropriate remedy where required.

27 · Responsibility

A fair allocation of responsibility

ExploreIsla is responsible for its own acts and omissions to the extent required by applicable law. Independent Providers remain responsible for the performance and operational safety of their Experiences to the extent provided by applicable law.

Nothing in these Terms excludes or limits liability, remedies or consumer rights that cannot lawfully be excluded or limited.

ExploreIsla is not responsible for losses caused solely by circumstances outside its reasonable control, except where applicable law provides otherwise.

28 · Personal belongings

Take reasonable care of your property.

You are responsible for taking reasonable care of your personal belongings during an Experience. Responsibility for lost, stolen or damaged property will depend on the circumstances and applicable law.

29 · Force majeure

Events outside reasonable control

Experiences may be affected by hurricanes, severe weather, unsafe sea conditions, natural disasters, government restrictions, widespread infrastructure failures, civil emergencies or other events outside reasonable control.

ExploreIsla and the Provider will determine an appropriate solution in accordance with the booking conditions and applicable law. Depending on the circumstances, this may include rescheduling, an alternative, credit where agreed or a refund.

30 · Changes to these Terms

Terms may evolve with the platform.

ExploreIsla may update these Guest Terms to reflect legal, operational or platform changes. The version applicable to a confirmed booking will generally be the version in effect when the booking was made, unless a change is required by law or is more favourable to you.

31 · Governing law

Curaçao

These Terms are governed by the laws applicable in Curaçao, subject to any mandatory consumer protection rules that apply and cannot lawfully be displaced.

We encourage Guests to contact ExploreIsla first so disputes can be addressed directly. Where a dispute cannot be resolved amicably, it may be submitted to the competent court in Curaçao, subject to mandatory applicable jurisdiction rules.

32 · Electronic booking

Online transactions

ExploreIsla operates electronically. Booking information, contractual information, confirmations and other communications may therefore be provided electronically, subject to applicable requirements for electronic transactions.

Before payment, you should be given a reasonable opportunity to review material booking details and correct input errors through the checkout flow.

33 · ExploreIsla details

Contact us