Customer Terms
Terms for booking and receiving services
These Holiday PA Terms for Customers govern your use of the Holiday PA platform to search for, book, and receive Services from Service Providers. By booking or receiving a Service through Holiday PA, you agree to these Customer Terms.
These terms supplement Holiday PA's general Terms of Service and anything applicable from Payment and Payouts Overview. Except as explicitly stated otherwise, all provisions of the general Terms of Service apply to Customers and their bookings. If there is any conflict between the general Terms of Service and these Customer Terms, these Customer Terms will control with respect to your bookings and receipt of Services.
1. Booking a Service
To book a Service on Holiday PA, you must have a registered account and provide accurate booking information. When booking a Service, you acknowledge and agree that:
- You have read and understood the Service description, including any requirements, restrictions, or inherent risks
- You and any guests in your booking meet all stated requirements (such as minimum age, fitness level, or skill requirements)
- You will comply with any special instructions or preparation requirements
- The Service Provider is an independent professional, not an employee or agent of Holiday PA
- You are entering into a direct contractual relationship with the Service Provider
Important Note
Holiday PA facilitates the booking and payment process but is not a party to the service agreement between you and the Service Provider.
2. Payment for Services
Payment Processing
All payments are processed through Holiday PA's payment partner, Stripe. When you book a Service:
- Your payment method will be charged the full amount upon booking confirmation
- Payment is held by Holiday PA and released to the Service Provider per our payout schedule
- You authorise Holiday PA to process payments on behalf of the Service Provider
- A platform service fee is included in the total price shown
For more information, see our Payment and Payouts Overview.
Additional Charges
Service Providers may charge additional fees for:
- Extra services requested during your booking
- Damages to property or equipment during service delivery
- Special requests or customisations not included in the original booking
These additional charges must be processed through the Holiday PA platform when the Service Provider has this capability enabled.
Currency and Conversion
Prices are displayed in the currency selected during booking. Currency conversion fees charged by your bank or payment provider are your responsibility.
3. Receiving Services
Your Responsibilities When Receiving Services
When receiving Services booked through Holiday PA, you agree to:
- Be present and available at the service location (typically your accommodation) at the scheduled time
- Provide accurate headcount and participant information
- Follow all safety instructions provided by the Service Provider
- Treat the Service Provider and any of their staff, equipment, or property with respect
- Comply with all applicable laws and regulations
- Not request the Service Provider to violate any laws, regulations, or safety standards
- Not attempt to book future services directly with the Service Provider outside of Holiday PA
Guest Conduct
You are responsible for the conduct of all guests in your booking. This includes ensuring that:
- All guests are aware of and comply with service requirements
- Minors are properly supervised by authorised adults
- All guests treat the Service Provider professionally and respectfully
Safety and Risk Assumption
You acknowledge that some Services may involve inherent risks. By booking such Services, you:
- Voluntarily assume these inherent risks
- Acknowledge that you have considered your own abilities and health conditions
- Agree to follow all safety instructions and use required safety equipment
- Will inform the Service Provider of any relevant medical conditions or limitations
4. Cancellations and Refunds
Standard Cancellation Policy
Unless otherwise specified in the Service listing, the following cancellation policy applies:
Your Cancellations:
- Cancellations within 48 hours of service start time: 50% refund
- All other cancellations after booking acceptance: Full refund
- Pending bookings: Full release of payment hold if cancelled before acceptance
Service Provider Cancellations:
- All Service Provider cancellations: Full refund including any platform fees
For complete details, see our Cancellation Policy.
Exceptions for Full Refunds
You may cancel and receive a full refund regardless of timing if:
- The Service Provider cannot be reached through Holiday PA messaging
- The Service Provider fails to arrive within 15 minutes of the scheduled time
- The Service Provider is unprepared to deliver the service as described
- The service substantially differs from what was advertised
- You discover a serious safety issue that the Service Provider cannot resolve
You must contact Holiday PA within 24 hours of discovering any such issues.
Major Disruptive Events
Special cancellation rights apply during Major Disruptive Events as defined in our Cancellation Policy, including natural disasters, government travel restrictions, and public health emergencies affecting the service location.
5. Reviews and Feedback
Posting Reviews
After completing a Service, you may post a review of your experience. Reviews must:
- Be based on your actual experience with the Service
- Be fair, honest, and constructive
- Not contain discriminatory, offensive, or defamatory content
- Not include personal information about the Service Provider
- Comply with Holiday PA's Content Guidelines
Impact of Reviews
Your honest feedback helps other customers make informed decisions and helps Service Providers improve their offerings. Holiday PA uses reviews as one factor in maintaining quality standards on the platform.
6. Disputes with Service Providers
Direct Resolution
We encourage you to first attempt to resolve any issues directly with the Service Provider through Holiday PA's messaging system. Many issues can be resolved through direct communication.
Holiday PA Support
If direct resolution is unsuccessful, you may open up a dispute directly or contact Holiday PA support. To be eligible for our assistance:
- Report the issue within 24 hours of the scheduled service time
- Provide documentation of the issue (photos, messages, etc.)
- Have attempted initial resolution with the Service Provider
- Not have initiated a chargeback with your payment provider
Resolution Process
Holiday PA will:
- Review the information provided by both parties
- Attempt to mediate a fair resolution
- Make a determination based on our policies and the evidence provided
- Process any applicable refunds per our policies
Our determination is final, and you agree to waive any claims against Holiday PA related to our dispute resolution decisions.
7. Travel Considerations
Travel Documentation
You are solely responsible for:
- Maintaining valid passports and travel documents
- Obtaining necessary visas or permits
- Meeting vaccination or health requirements
- Complying with immigration and customs regulations
Service cancellations due to your failure to maintain proper documentation are subject to the standard cancellation policy.
Local Laws and Customs
You agree to:
- Respect local laws, customs, and cultural sensitivities
- Dress appropriately for the service and location
- Follow any location-specific rules or restrictions
- Not engage in illegal activities during services
Insurance
While not required, we strongly recommend that you maintain appropriate travel insurance covering:
Holiday PA is not responsible for any losses that could have been covered by travel insurance.
8. Privacy and Communications
Information Sharing
By booking a Service, you consent to Holiday PA sharing with the Service Provider:
- Your name and contact information
- Guest count and any special requirements
- Information necessary for service delivery
- Emergency contact information when relevant
Communications
You agree to:
- Respond to Service Provider communications about your booking
- Check for updates or changes to your booking
- Keep communication professional and service-related
For complete details about how we handle your information, see our Privacy Policy.
Marketing Communications
With your consent, we may send you:
- Recommendations for services at your destination
- Special offers from Service Providers
- Holiday PA updates and newsletters
You may opt out of marketing communications at any time.
9. Prohibited Conduct
You agree not to:
- Make false or fraudulent bookings
- Use the platform to solicit Service Providers for off-platform transactions
- Harass, threaten, or abuse Service Providers or their staff
- Damage property or equipment during services
- Leave false or misleading reviews
- Create multiple accounts to circumvent restrictions or policies
- Use the platform for any illegal purposes
- Resell or commercially exploit services without authorisation
- Violate the privacy or rights of Service Providers
Violations may result in account suspension, cancellation of bookings, and/or legal action.
10. Liability and Indemnification
Assumption of Risk
You acknowledge and agree that:
- Services are provided by independent Service Providers, not Holiday PA
- Some services involve inherent risks that cannot be eliminated
- You voluntarily assume all risks associated with your participation
- Holiday PA is not liable for the acts or omissions of Service Providers
Release of Liability
To the maximum extent permitted by law, you release Holiday PA from all claims related to:
- The quality, safety, or legality of services
- Personal injury or property damage during services
- Service Provider cancellations or no-shows
- Disputes with Service Providers
- Force majeure events affecting services
Indemnification
You agree to indemnify and hold harmless Holiday PA, its affiliates, and their respective officers, directors, and employees from any claims, damages, or losses arising from:
- Your use of the platform or receipt of services
- Your violation of these terms or applicable laws
- Your negligence or misconduct during services
- Claims by your guests or travel companions
11. Special Provisions for Minors
Bookings Involving Minors
When booking services involving minors (under 18):
- You must have legal authority to make bookings on their behalf
- You are responsible for their supervision and safety
- You must ensure they meet all service requirements
- You accept liability for their actions during services
Age-Restricted Services
Some services have minimum age requirements. You acknowledge that:
- Age restrictions are set by Service Providers for safety reasons
- Misrepresenting a minor's age may result in service denial without refund
- Service Providers may request proof of age
- You are responsible for understanding and complying with age restrictions
12. Account Security
You are responsible for:
- Maintaining the confidentiality of your login credentials
- All activities that occur under your account
- Immediately notifying Holiday PA of unauthorised use
- Ensuring your account information remains accurate and current
Holiday PA is not liable for losses resulting from unauthorised account access due to your failure to maintain security.
13. Modifications to These Terms
Holiday PA may modify these Customer Terms at any time. We will notify you of material changes via email or platform notification. Your continued use of the platform after changes become effective constitutes acceptance of the modified terms.
14. Termination
Your Right to Terminate
You may stop using Holiday PA at any time and may delete your account directly through your account settings.
Holiday PA's Right to Terminate
We may suspend or terminate your account if you:
- Violate these terms or other Holiday PA policies
- Engage in fraudulent or illegal activities
- Repeatedly violate cancellation policies
- Receive multiple Service Provider complaints
- Pose a safety risk to Service Providers or other users
Effect of Termination
Upon termination:
- Pending bookings may be cancelled
- You remain liable for any outstanding payments
- Reviews you've posted remain on the platform
- You lose access to your booking history
15. Applicable Law and Disputes
These Customer Terms are governed by the same law and dispute resolution procedures as specified in Holiday PA's general Terms of Service. By agreeing to these terms, you consent to the jurisdiction and venue specified in the general Terms of Service.
16. Final Provisions
Severability
If any provision of these Customer Terms is found invalid or unenforceable, the remaining provisions continue in full force and effect.
Survival
Provisions that by their nature should survive termination (including but not limited to liability limitations, indemnification, and dispute resolution) remain in effect after termination of these terms or your account.