Fee & Booking Policy

Last updated on 31 st March 2017

Your vacation itinerary is always subject to change. As such, all Local Experts on our platform commit to help you with a flexible booking policy. Below are our marketplace policies relating to fees, amendments, cancellations and refunds. It is at our sole discretion to amend these policies from time to time. When we make material changes to the policies, we will provide you with notice as appropriate under the circumstances and it is your responsibility to regularly check the Websites to determine if there have been changes.

Guest Service Fee

For every booking made by the Customers, LokaLocal charges a Guest Service Fee of 6% upon confirmation of booking. Processing fee shall be deducted directly from the amount paid to us, and it is non-refundable in all circumstances, unless the Services are cancelled by the Local Experts.

Processing fee is used for our marketplace maintenance and geographical expansion to serve you better.

Payment

Our Websites and Services accept Paypal and credit/debit cards supported by Paypal. All payments transacted through Paypal are subject to a Paypal fee which will be borne by the Local Experts.

Amendment policy

Our Local Experts commit to help all amendments to bookings made at least 48 hours before the tour are free of charge. To maintain the high quality of service provided, our Local Experts are unable to process amendments less than 48 hours in advance. Booking value is subject to changes after the amendment, and you shall be required to make immediate payment for the additional sum, if any. Any refund arising from amendment will be processed according to Refund Policy below. Details subject to amendment include:

Time and date of tour
Number of people

We are working on providing more amending options and shall update our policy in due course.

Payment

When a Local Expert makes a listing for a Local Service on the LokaLocal.com, Local Expert can list a price for the Local Service. The Local Expert may decide to offer the Local Service for free, or to make the price dependent on a variable, such as the number of Customers taking part in the relevant Local Service. A booking made by the Customer for the Local Service is an acceptance of the price listed.

Once a booking is accepted, the Customer and Local Expert agree to enter into a contract, and the Customer shall pay to the designated account of LokaLocal via the payment method as provided above (please refer to the paragraph “Payment”). Third-parties may or may not charge a transaction fee for making such payment. You agree to be fully liable for any such transaction fee.

In the event where the Customers have requested for a refund of the amount paid for a booking, LokaLocal – in its sole discretion – shall decide on the merits of such claim. LokaLocal shall have the full and unilateral power to determine on the Customer’s entitlement to a refund.

If the payout is in a different currency, then LokaLocal reserves the right to apply the proper exchange rate to the amount due.

Cancellation and refund policy

A cancellation of an accepted booking for the Local Services by a Customer will result in a penalty payable by the Customers for purposes of compensating any relevant party affected by the cancellation including LokaLocal and/or the Local Experts, as follows:

  • A cancellation of an accepted Local Service by a Customer up to 8 days before the scheduled commencement of the Local Service: a penalty of 10% of the agreed price of the Local Services shall be payable by the Customer for breach of contract. The Customers will be entitled to refund of 90% of the agreed price for the Local Services.
  • A cancellation of an accepted Local Service by a Customer up to 3 days (72 hours) but less than 7 days before the scheduled commencement of the Local Service: a penalty of 50% of the agreed price of the Booking shall be payable by the Customer for breach of contract. The Customers will be entitled to refund of 50% of the agreed price for the Local Services.
  • A cancellation of an accepted Local Service by a Customer 3 working days or less before the scheduled commencement of the Local Service: a penalty of 100% of the agreed price of the Booking shall be payable by the Customer for breach of contract. No refund will be provided.

Coupons will no longer be valid, if the amount of penalty for breach of contract exceeds the agreed fees Customers should pay for. After deduction of a penalty (where applicable), any balance for the respective booking will be refunded to Customers’ bank account within 7 working days after cancellation.

Any request for cancellation and refunds arising from any amendment or cancellation of booking shall be communicated to LokaLocal via email at hello@lokalocal.com in accordance to the terms for cancellation and refund as provided above or notified to the parties from time to time. The Customer shall receive confirmation from LokaLocal communicating that the cancellation has been attended. If the Customer does not receive the said confirmation, the Customer must contact LokaLocal as soon as possible via email at hello@lokalocal.com. Fund transfer will be processed within seven (7) working days from the email date.

If you have any questions about our policies, you can either refer to our FAQ section or email us at hello@lokalocal.com.

No penalty shall be payable by the Customers in case of force majeure, which shall mean in this context: any reason beyond the reasonable control or predictability of the Customers, including, but not limited to, hostilities, political unrest, terrorism attack, natural disaster, pestilence, severe weather, technical problems of transportation, last-minute changes to the timetable of (public) transportation by its operator, strikes, industrial action, change in official travel advise resulting in a warning by a government (or NGO such as the WHO) against making the intended travel, or any other general situation beyond the responsibility and control of the Customers that results in a clear prohibitive effect on using and accessing the Local Services, provided that Customers duly evidences such event. In case it is disputed whether a situation of force majeure has actually occurred, LokaLocal shall – in its sole discretion- decide on this. LokaLocal decision shall be final and binding on Users.

In any event of force majeure, any coupon used by a Customer to make such booking shall remain valid. In case of cancellation by a Local Experts, the Customer agrees that he shall not be entitled to any compensation, damages, reimbursement or other sum, except the refund stipulated above.

LokaLocal reserves the right to request the Customers to cancel any Local Services booked if necessary. Any cancellation by LokaLocal shall result in a full refund to the Customer and the refund shall be remitted to the Customer within 7 working days after cancellation. Any coupon used by a Customer to make such booking shall remains valid. In the event of a cancellation by LokaLocal, the Customers agree that they shall not be entitled to any compensation, damages, reimbursement or other sum, except for the refund stipulated above.

The refund policy and cancellation policy have been consolidated to avoid repetition and to ensure that the terms are easily understood.

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