Provider Terms & Conditions

Part I · The partnership

1. About ExploreIsla

ExploreIsla operates an online booking platform and marketplace connecting Guests with local businesses, independent professionals and operators offering bookable services and experiences in Curaçao.

Experiences may include, among others:

• massages and wellness treatments;
• tours and excursions;
• boat and water activities;
• cultural experiences;
• food and lifestyle experiences;
• recreational activities;
• private experiences; and
• other bookable local services.

ExploreIsla may provide marketing, discovery, booking technology, payment facilitation, customer communication, customer support, cancellation and refund administration and other marketplace services.

Unless expressly stated otherwise, ExploreIsla does not itself perform the Provider's Experience.

02 · Independent status

You remain an independent Provider.

The Provider operates as an independent business or professional. Nothing in these Provider Terms creates an employment relationship, franchise, partnership or joint venture between ExploreIsla and the Provider.

The Provider remains responsible for its own:

• personnel and contractors;
• taxes and statutory obligations;
• equipment and transportation;
• professional qualifications;
• licences and permits;
• insurance;
• health and safety;
• business operations; and
• compliance with applicable law.

The Provider may not bind ExploreIsla or enter into obligations on behalf of ExploreIsla unless expressly authorised in writing.

03 · Joining ExploreIsla

No standard upfront platform fee.

Unless separately agreed otherwise, ExploreIsla does not charge a standard joining fee or monthly subscription fee merely because a Provider is listed on the platform.

04 · Verification

Provider eligibility & verification

ExploreIsla may request information reasonably necessary to verify the Provider, its identity, its business and the services or Experiences it offers.

This may include:

• legal or trading name;
• identification;
• business registration information;
• Curaçao Chamber of Commerce information where applicable;
• bank or payout details;
• licences and permits;
• professional qualifications;
• insurance documentation;
• certificates;
• photographs;
• contact details; and
• other relevant information.

Information supplied to ExploreIsla must be accurate, authentic and kept reasonably up to date.

ExploreIsla may refuse, pause or remove a Provider or listing that cannot satisfactorily complete required verification.

Part II · Commission & pricing

5. ExploreIsla commission

ExploreIsla charges commission on qualifying bookings generated through the platform.

ExploreIsla's standard launch commission rate is 25% of the applicable Booking Value, unless another rate has been agreed with the Provider.

The Provider's actual commission percentage may be specified in the Provider's Commercial Terms, Provider Agreement or Provider Account. An individually agreed rate takes precedence over the standard commercial rate.

ExploreIsla may agree different rates with selected strategic, high-volume, exclusive or other commercial partners.

06 · Booking value

How commission is calculated

Unless the Provider's Commercial Terms specify otherwise, commission is calculated on the retail amount applicable to the booked Experience, subject to any amounts expressly excluded by ExploreIsla.

Taxes, optional extras, promotions, refunds and other charges may be treated in accordance with the Provider's specific Commercial Terms and applicable law.

ExploreIsla will make sufficient booking and payout information available for the Provider to understand the financial calculation applied to its bookings.

07 · Pricing

Clear pricing for Guests

The Provider is responsible for supplying accurate pricing information.

A Provider may not require a Guest to pay additional mandatory charges that were not disclosed before booking.

Any unavoidable charge required to receive the advertised Experience must be clearly disclosed before the Guest completes payment.

Optional upgrades or extras may be offered separately where they are clearly communicated.

Part III · Bookings

8. Confirmed bookings

A confirmed ExploreIsla booking constitutes a commitment by the Provider to deliver the booked Experience.

The Provider must honour the material booking details, including:

• the selected Experience;
• date and time;
• duration;
• number of Guests;
• location or meeting point;
• included items;
• selected options; and
• confirmed price.

A Provider must not cancel a confirmed ExploreIsla booking merely because another customer is willing to pay a higher price.

09 · Availability

Keep your availability accurate.

The Provider is responsible for maintaining accurate availability. Dates and times that cannot be booked should be blocked as soon as reasonably possible.

Where ExploreIsla integrates with a Provider calendar, booking application or availability system, the Provider remains responsible for properly maintaining the underlying availability.

Repeated cancellations resulting from inaccurate availability may lead to reduced visibility, restrictions, suspension or removal.

10 · Completed bookings

When a booking counts as completed

A booking will generally be considered a Completed Booking when:

1. the Experience has been provided;
2. the Guest attends and receives the Experience;
3. a Guest cancellation results in an amount validly retained under the applicable cancellation policy; or
4. the Guest is a legitimate no-show and is not entitled to a refund.

Commission remains payable on amounts validly retained in connection with a Completed Booking.

Part IV · Guest cancellations

11. Standard cancellation policy

Unless different cancellation conditions are clearly approved and displayed for a particular Experience before the Guest completes payment, the standard ExploreIsla policy applies.

Cancellation periods are calculated using local Curaçao time.

12 · Partial cancellation payout

What happens between 24 and 48 hours?

If a Guest receives a 50% refund under the standard cancellation policy, the remaining 50% of the relevant booking amount is treated as the retained amount for payout and commission purposes.

13 · Late cancellations

Less than 24 hours before start

Where a Guest cancels less than 24 hours before the scheduled start time and no refund is due, the booking may be treated as a Completed Booking for payout and commission purposes.

14 · No-shows

When a Guest does not attend

A legitimate Guest no-show may be treated as a Completed Booking where the Guest is not entitled to a refund.

ExploreIsla may request reasonable evidence when a no-show is disputed.

Providers must never falsely classify a Guest as a no-show.

15 · Experience-specific policies

Some Experiences may need stricter terms.

ExploreIsla may approve different cancellation conditions for Experiences with substantial preparation costs, limited capacity, dedicated transportation, staffing, private reservations, non-refundable third-party costs or other legitimate operational reasons.

Any different policy must be clearly displayed to the Guest before payment.

The Provider may not impose undisclosed cancellation terms after the booking has been made.

16 · Exceptional circumstances

Exceptional Guest situations

ExploreIsla may review extraordinary Guest circumstances on a case-by-case basis where reasonably justified by the circumstances, applicable law or a serious service issue.

ExploreIsla may request supporting documentation.

Where reasonably practicable, ExploreIsla will consider the Provider's position before issuing a discretionary refund that materially affects a Provider payout.

Part V · Provider cancellations

17. Providers must honour bookings

Confirmed bookings should only be cancelled by a Provider when reasonably necessary.

Provider cancellations can materially affect a Guest's holiday and damage confidence in both the Provider and ExploreIsla.

A Provider that becomes unable to perform a confirmed Experience must notify ExploreIsla as soon as reasonably possible.

18 · Guest remedy

If the Provider cancels

If a Provider cancels or fails to provide a confirmed Experience, ExploreIsla may offer the Guest:

The Provider is not entitled to a payout for a service it failed to provide.

19 · Avoidable cancellations

Repeated avoidable cancellations have consequences.

Where a Provider cancels a confirmed booking without a valid reason, ExploreIsla may take reasonable action depending on the circumstances.

• warning;
• reduced ranking or visibility;
• temporary booking restrictions;
• recovery of reasonable costs caused by the cancellation;
• cancellation charge;
• suspension; or
• termination.

20 · Valid cancellations

Safety comes first.

ExploreIsla will normally not impose a cancellation charge when the Provider demonstrates a legitimate circumstance reasonably outside its control.

Examples may include:

• dangerous weather or sea conditions;
• hurricane or natural disaster;
• serious unexpected illness or emergency;
• government restrictions;
• serious unavoidable equipment failure;
• significant safety concerns; or
• other genuine force majeure circumstances.

ExploreIsla may request reasonable supporting evidence.

Guest safety always takes priority over avoiding a cancellation.

21 · Provider no-show

A Provider no-show is serious.

Where a Provider fails to attend or perform a confirmed Experience without adequate notice or justification, ExploreIsla may immediately investigate and temporarily suspend the Provider or affected listing.

Repeated or deliberate Provider no-shows may result in permanent removal from ExploreIsla.

Part VI · Payouts

22. Provider payout

Where ExploreIsla collects payment from a Guest, the Provider is entitled to the applicable Provider share of qualifying Completed Bookings after deduction of amounts properly due.

Deductions may include:

• ExploreIsla commission;
• refunds;
• chargebacks;
• agreed fees;
• payment corrections;
• applicable Provider cancellation charges; and
• other amounts properly due under these Terms.

23 · Payout timing

Payout after the Experience.

A future booking does not automatically create an immediate right to payout.

Unless ExploreIsla agrees otherwise, an amount becomes eligible for payout only after the Experience has taken place or the booking has otherwise become a Completed Booking under these Provider Terms.

This allows ExploreIsla to administer cancellations, refunds and payment disputes before funds are released.

24 · Payout cycle

Standard payout schedule

ExploreIsla may operate a twice-monthly standard payout cycle.

The exact payout dates, processing period, currency and payout method will be communicated through the Provider Account or Commercial Terms.

Only eligible bookings that have reached the applicable payout status will be included.

ExploreIsla may introduce different payout schedules for selected Providers or platform plans.

Part VII · Refunds & chargebacks

25. Chargebacks

If a Guest disputes a payment through a bank, card issuer or payment provider, the Provider must reasonably assist ExploreIsla with the investigation.

ExploreIsla may request:

• attendance evidence;
• booking records;
• communications;
• photographs where relevant;
• signed documentation where relevant;
• proof that the service was performed; and
• other relevant information.

Providers must respond within a reasonable deadline communicated by ExploreIsla.

26 · Provider-caused disputes

When the issue is attributable to the Provider

Where a refund or chargeback results from circumstances attributable to the Provider, ExploreIsla may recover the Provider's applicable portion and reasonable associated costs where contractually and legally permitted.

Examples may include:

• failure to provide the booked Experience;
• material misrepresentation;
• unauthorised additional charges;
• fraudulent conduct; or
• failure to reasonably cooperate with a legitimate payment dispute.

27 · Refund recovery

Refunds after payout

If a Provider has already received funds for a booking that is subsequently validly refunded, ExploreIsla may recover the corresponding Provider amount through future payouts or request repayment where legally and contractually permitted.

Part VIII · The ExploreIsla Guest

28. Booking-related communication

Providers may contact Guests where reasonably necessary to perform an ExploreIsla booking.

This may include:

• confirming arrival;
• confirming a meeting location;
• requesting necessary logistical details;
• communicating a delay;
• providing safety information; or
• resolving a booking issue.

Access to Guest information does not provide unrestricted permission to market unrelated services to that Guest.

29 · Anti-circumvention

Do not move ExploreIsla bookings off-platform.

ExploreIsla invests in marketing, content, technology, payment infrastructure and customer acquisition to connect Providers with Guests.

A Provider must not intentionally circumvent ExploreIsla in order to avoid applicable commission.

If a Guest asks the Provider to move an existing ExploreIsla booking off-platform, the Provider should decline.

30 · Your existing customers

Your independent customer base remains yours.

ExploreIsla does not claim commission merely because a person independently has an existing relationship with the Provider.

The anti-circumvention provisions are intended to protect Guests and transactions genuinely generated through ExploreIsla, not to take ownership of the Provider's independent customer base.

Part IX · Service standards

31. Provider quality standards

ExploreIsla is built around reliable, high-quality local Experiences.

Providers are therefore expected to:

• communicate professionally;
• arrive on time;
• provide the advertised Experience;
• treat Guests respectfully;
• maintain appropriate hygiene;
• use suitable equipment;
• follow reasonable safety procedures;
• provide accurate information; and
• deliver a standard consistent with the ExploreIsla listing.

32 · Licences & qualifications

Required documents remain your responsibility.

The Provider is responsible for obtaining and maintaining any licences, permits, registrations and professional qualifications required for its activities.

The Provider must promptly notify ExploreIsla if a material required licence, permit, certification or qualification expires, is suspended or is revoked.

ExploreIsla may suspend the affected listing until the issue is resolved.

33 · Insurance

Appropriate insurance

The Provider is responsible for maintaining insurance appropriate to its activities and any insurance required by applicable law.

Depending on the Experience, appropriate cover may include:

• business liability insurance;
• professional liability insurance;
• vehicle insurance;
• vessel insurance; or
• activity-specific insurance.

ExploreIsla may require evidence of insurance for selected Experience categories.

34 · Safety

Safety is an operational responsibility.

The Provider remains responsible for operational safety and must not knowingly perform an Experience where conditions create an unreasonable risk.

Providers may refuse or discontinue participation where a Guest's conduct, intoxication, disclosed health circumstances or failure to follow reasonable safety instructions creates a material risk.

35 · Massage & wellness

Additional standards for wellness Providers

Massage and wellness Providers must maintain appropriate professional and hygiene standards.

Providers must ensure that personnel performing treatments are appropriately trained and, where legally required, qualified.

Relevant equipment, linens and materials must be appropriately cleaned, sanitised or replaced between Guests.

Providers must professionally consider relevant health information disclosed by a Guest where necessary for safe treatment.

ExploreIsla does not provide medical advice.

Part X · Privacy

36. Guest personal data

Guest information supplied through ExploreIsla may only be used for legitimate purposes connected with the booking or another lawful purpose.

Providers must appropriately protect Guest information.

Providers must not:

• sell Guest information;
• unnecessarily disclose Guest information;
• use Guest data for unrelated purposes;
• add Guests to unrelated marketing lists without an appropriate legal basis; or
• retain personal information longer than reasonably necessary.

37 · Data incident

Notify ExploreIsla promptly.

The Provider must promptly notify ExploreIsla if Guest information received through ExploreIsla is lost, stolen, accidentally disclosed, improperly accessed or otherwise compromised.

The Provider must reasonably cooperate with ExploreIsla in investigating and responding to the incident.

Part XI · Reviews & content

38. Reviews

Providers may not:

• create fake reviews;
• purchase reviews;
• manipulate review scores;
• threaten Guests because of reviews; or
• make compensation conditional on a positive review.

Providers may professionally respond to genuine reviews.

A legitimate negative review will not be removed merely because a Provider disagrees with it.

39 · Provider content

Photos, videos & listing content

Providers may supply ExploreIsla with photographs, videos, descriptions, logos and other materials.

The Provider represents that it owns the material or has sufficient permission to provide and use it.

The Provider grants ExploreIsla a non-exclusive right to use, reproduce, resize, format, display and promote such material for purposes connected with operating and marketing ExploreIsla and the Provider's Experience.

This may include use on:

• ExploreIsla websites and booking pages;
• social media;
• digital advertising;
• email marketing;
• promotional campaigns; and
• other ExploreIsla marketing channels.

The Provider retains ownership of its original intellectual property.

Part XII · Platform management

40. Ranking & visibility

ExploreIsla may determine how Providers and Experiences appear in search results, category pages and promotional placements.

Relevant factors may include:

• availability;
• Guest ratings;
• conversion;
• Provider cancellations;
• responsiveness;
• service quality;
• popularity;
• pricing;
• booking performance;
• relevance; and
• ExploreIsla commercial or editorial considerations.

No Provider is guaranteed a particular ranking or volume of bookings.

41 · Suspension

When ExploreIsla may restrict a listing

ExploreIsla may temporarily restrict a listing or Provider while investigating matters including:

• serious safety concerns;
• suspected fraud;
• significant Guest complaints;
• expired required documentation;
• payment disputes;
• repeated cancellations;
• Provider no-shows;
• privacy incidents; or
• suspected violations of these Provider Terms.

42 · Termination

Ending the Provider relationship

ExploreIsla may terminate a Provider relationship for serious or repeated violations of these Provider Terms.

The Provider may also request to stop accepting future bookings.

Termination does not automatically eliminate obligations concerning existing bookings, outstanding payouts, refunds, chargebacks, Guest complaints, privacy, intellectual property or amounts owed.

43 · Existing bookings

Confirmed Guests still need a resolution.

When a Provider relationship ends, ExploreIsla may determine with the Provider, where appropriate, whether existing bookings should be:

• honoured;
• transferred;
• rescheduled; or
• cancelled and refunded.

Guest safety and the reasonable interests of confirmed Guests will be considered.

Part XIII · Legal

44. Provider responsibility

The Provider is responsible for its own acts and omissions and for the proper performance of its Experience to the extent provided by applicable law.

ExploreIsla remains responsible for its own acts and omissions to the extent required by applicable law.

Nothing in these Provider Terms excludes liability that cannot legally be excluded.

45 · Taxes

Provider tax responsibility

The Provider remains responsible for determining and fulfilling its own applicable tax, accounting, reporting and registration obligations concerning income earned through ExploreIsla.

Where ExploreIsla is legally required to collect, report, withhold or remit amounts or transaction information, the Provider must provide information reasonably required for that purpose.

46 · Changes to commission

Commercial rates may evolve.

ExploreIsla may change its standard commercial commission structure.

A change to an individual Provider's agreed commission rate will be communicated before becoming effective in accordance with the applicable Commercial Terms.

A new commission rate will not retrospectively change the rate applicable to bookings already confirmed unless required by law or expressly agreed.

47 · Changes to these Terms

Updating the Provider Terms

ExploreIsla may update these Provider Terms where reasonably necessary because of legal, commercial, operational or platform changes.

Material changes will be communicated to affected Providers before taking effect where reasonably practicable.

48 · Governing law

Curaçao

These Provider Terms are governed by the laws applicable in Curaçao.

ExploreIsla and the Provider should first attempt in good faith to resolve disputes directly.

Where a dispute cannot be resolved amicably, it may be submitted to the competent court in Curaçao, subject to applicable mandatory law.

49 · Commercial Terms

Provider-specific arrangements

The Provider may receive separate Commercial Terms containing information including:

• Provider commission rate;
• payout method;
• payout frequency;
• currency;
• Experience-specific cancellation conditions;
• agreed promotions;
• negotiated commercial arrangements; and
• other Provider-specific terms.

Where specifically negotiated Commercial Terms conflict with these general Provider Terms, the specifically agreed Commercial Terms prevail to the extent of that conflict.

50 · ExploreIsla details

Business information