Palmabook Global Experience Quality Standards & Host Policy
v6.4 – 2025
Official Framework for Experiences, Events, and Host Compliance on Palmabook.com
Last Updated: October 2025
Palmabook.com (“Palmabook,” “we,” “our,” or “us”) is an independent travel-technology and hospitality discovery platform operated by Palmabook Holdings, Inc., a Delaware (USA) corporation.
This Policy defines the standards, rights, and obligations applicable to all hosts (“Hosts”), guests (“Guests”), and third-party suppliers offering experiences and events (“Experiences”) through Palmabook.com or through authorized third-party distribution channels where applicable.
1. Scope and Purpose
1.1. This Policy applies to all Experience listings published, marketed, or promoted through Palmabook.com.
1.2. It establishes mandatory quality, safety, and compliance criteria to protect Guests, Hosts, and the integrity of the Palmabook platform.
1.3. By submitting or operating an Experience, the Host confirms full understanding and acceptance of this Policy.
2. Authenticity and Cultural Integrity
2.1. Experiences must be based on genuine local culture, expertise, nature, or a demonstrable professional skillset.
2.2. Copy-paste itineraries, resold tours, and generic agency products are prohibited unless explicitly authorized in writing by Palmabook.
2.3. The Host must personally conduct or directly supervise the activity.
2.4. All descriptions, photos, inclusions, and pricing must reflect the real Experience offered.
2.5. Palmabook may request verification materials, including proof of ownership/authorization, certifications, or a short video presentation.
2.6. Target authenticity rating: minimum average of 4.8 / 5 (where ratings are available).
3. Host Professionalism and Safety
3.1. Hosts must complete identity verification and account validation when required by Palmabook.
3.2. Activities involving vehicles, boats, sports, wildlife, altitude, water, or elevated risk require valid permits (if applicable) and evidence of appropriate third-party insurance.
3.3. A safety briefing must be provided before each session.
3.4. Hosts must maintain written records of inspections and basic emergency procedures (where relevant).
3.5. Any incident involving injury, safety risk, or significant disruption must be reported to Palmabook within 24 hours.
3.6. Palmabook reserves the right to suspend or deactivate any listing for safety non-compliance.
4. Experience Design and Value
4.1. Each Experience must include a detailed itinerary, inclusions/exclusions, meeting information, and any requirements (age, fitness, equipment).
4.2. Duration may vary by no more than fifteen (15) minutes from the advertised time, except for force majeure or safety reasons.
4.3. Hidden fees or mandatory on-site charges are not permitted unless clearly disclosed in advance.
4.4. Group sizes must comply with the capacity declared in the listing and with applicable local rules.
4.5. The Experience must deliver fair market value consistent with the advertised rate and stated inclusions.
5. Guest Comfort and Logistics
5.1. Meeting points must be accurate, safe, and reasonably accessible.
5.2. Parking and transportation details must be provided where applicable.
5.3. Equipment and materials must be clean, functional, and safe.
5.4. For Experiences exceeding two (2) hours, Hosts should plan breaks and (where relevant) access to water/refreshments.
5.5. Listings should be available in at least English and one local language where feasible.
6. Communication and Transparency
6.1. Hosts must respond to Guest messages within six (6) hours during active booking windows where messaging is available.
6.2. The applicable cancellation policy (Flexible, Moderate, or Strict) must appear in each listing where Palmabook controls booking terms.
6.3. A Host-initiated cancellation may trigger a refund and may affect listing visibility and Host performance scoring.
6.4. Guests receive confirmation and contact details according to the booking channel used (Palmabook-managed or authorized third-party).
6.5. Complaints should be submitted within twenty-four (24) hours of the activity start time or check-in equivalent, unless local law requires otherwise.
7. Sustainability and Ethics
7.1. Experiences must respect local communities, wildlife, and environments.
7.2. Exploitation, discrimination, harassment, or environmental harm is strictly forbidden.
7.3. Hosts using local suppliers and sustainable practices may earn a “Green” designation where available.
7.4. Ethical or environmental violations may lead to permanent suspension.
8. Legal and Financial Compliance
8.1. Hosts must comply with local legal, tax, licensing, and regulatory requirements.
8.2. For Palmabook-managed services, payments are processed through PCI-DSS Level 1 certified payment service providers.
8.3. For bookings completed on authorized third-party platforms, payments, refunds, chargebacks, and financial obligations are handled exclusively by the platform where the transaction is completed, under that platform’s terms.
8.4. Prices must include applicable taxes or clearly specify exclusions where required.
8.5. Hosts must provide receipts or invoices when required by law.
8.6. Palmabook may delay or withhold payouts for verification, compliance checks, or fraud prevention where Palmabook manages payouts.
9. Insurance, Coverage, and Liability
9.1. Palmabook does not provide insurance coverage for Hosts or Guests.
9.2. Hosts are solely responsible for maintaining appropriate insurance coverage according to local law and the risk profile of the Experience.
9.3. For bookings completed on authorized third-party platforms, any protection programs, insurance, or coverage are governed solely by the terms of the platform where the booking is completed.
9.4. Nothing in this Policy replaces mandatory consumer protections under applicable law.
10. Dispute Resolution and Authority
10.1. Palmabook reviews disputes related to Palmabook-managed services, listings quality, Host compliance, and platform conduct.
10.2. For transactions completed on authorized third-party platforms, dispute resolution, refunds, and compensation are governed by the policies of the platform where the transaction occurred. Palmabook may assist with coordination and evidence where appropriate, but does not supersede third-party platform decisions.
10.3. Palmabook may take enforcement actions (including delisting) against Hosts for policy violations regardless of the booking channel.
11. Refund Framework
11.1. Refunds for Palmabook-managed bookings are governed by the listing’s stated cancellation policy (Flexible, Moderate, or Strict) and applicable law.
11.2. Verified non-performance or safety-related cancellations may qualify for a full refund for Palmabook-managed bookings.
11.3. For bookings completed on third-party platforms, refunds are governed by that platform’s policies and processes.
11.4. Where Palmabook issues refunds for Palmabook-managed transactions, refunds are returned via the original payment method within seven (7) business days, unless a longer period is required by law or banking rails.
12. Quality Audits and Compliance Monitoring
12.1. All new listings may be reviewed within seventy-two (72) hours prior to publication, subject to volume and verification needs.
12.2. Listings rated below 4.6 for sixty (60) consecutive days may be paused, deprioritized, or removed.
12.3. Fraudulent reviews, duplicate listings, or misleading descriptions are grounds for immediate termination.
12.4. Automated systems may monitor satisfaction, response times, cancellations, and dispute frequency.
13. Host Conduct and Professional Behavior
13.1. Hosts must maintain respectful, professional communication with Guests.
13.2. Harassment, discrimination, or solicitation outside approved channels is forbidden.
13.3. For Palmabook-managed bookings, all transactions must occur through Palmabook-approved payment flows. For third-party platform bookings, transactions must occur through that platform.
13.4. Misuse of personal data or manipulation of reviews results in permanent delisting.
13.5. Palmabook enforces a zero-tolerance policy for misconduct.
14. Host Performance Dashboard
14.1. Palmabook may provide Hosts with a dashboard showing ratings, earnings, response rates, and compliance metrics.
14.2. Low-performing listings may receive alerts and may be deprioritized or suspended if issues persist.
15. Enforcement and Penalties
Palmabook reserves the right to enforce this Policy and impose penalties, including legal action where appropriate.
| Violation | Action | Reinstatement |
|---|---|---|
| Fraudulent or fake listing | Permanent removal | None |
| Rating below 4.6 for 60 days | Temporary suspension | Quality re-evaluation |
| Missing safety/permit documents | 7-day deactivation | Submission of proof |
| Unresolved dispute over 30 days (Palmabook-managed) | Account freeze | Compliance clearance |
16. Legal Framework and Jurisdiction
16.1. This Policy forms part of Palmabook’s Terms of Service.
16.2. Hosts must comply with local laws applicable to the location where the Experience occurs.
16.3. This Policy and Palmabook’s platform terms are governed by the laws applicable to Palmabook Holdings, Inc. (Delaware, USA), except where mandatory local consumer protection laws apply.
16.4. Palmabook is an independent entity and is not sponsored, endorsed, or operated by any third-party booking platform or travel service provider.
17. Data Protection and Privacy
17.1. Palmabook complies with applicable data protection laws, including where relevant: GDPR (EU), CCPA (California), and applicable local privacy laws.
17.2. Palmabook does not sell personal data.
17.3. Data access, correction, or deletion requests: dpo@palmabook.com.
18. Final Decision Clause (Palmabook-Managed Only)
18.1. For Palmabook-managed bookings and services, cancellations, disputes, and claims are governed by Palmabook’s internal review process and applicable law.
18.2. For transactions completed on authorized third-party platforms, the third-party platform’s policies govern the transaction outcome.
18.3. Palmabook retains the right to enforce Host compliance on Palmabook (including delisting) regardless of booking channel.
19. Contact Information
Palmabook Trust & Safety Department
Palmabook Holdings, Inc. (Delaware, USA)
Email: partners@palmabook.com
Website: https://palmabook.com
20. Legal Notice
Palmabook.com is an independent travel-technology platform.
For Palmabook-managed services, financial transactions are processed through PCI-certified payment service providers.
Palmabook does not provide insurance coverage; Hosts are responsible for compliance with local laws and obligations.
All rights reserved.
Copyright © 2025 Palmabook Holdings, Inc.
Palmabook Global Experience Quality Standards & Host Policy v6.4 (2025)