Palmabook Global Experience Quality Standards & Host Policy (v6.3 – 2025)

Official Framework for Experiences, Events, and Host Compliance on Palmabook.com

Palmabook.com (“Palmabook,” “we,” “our,” or “us”) operates as an independent global travel-technology platform fully owned, managed, and administered by Palmabook.com.

This Policy defines the standards, rights, and obligations applicable to all hosts, guests, and third-party suppliers offering experiences and events through Palmabook.com or its authorized distribution partners.

1. Scope and Purpose

This Policy applies to all listings published or promoted through Palmabook.com.


It establishes mandatory quality, safety, and compliance criteria to protect guests, hosts, and the integrity of Palmabook’s platform.
By submitting an experience, the host acknowledges full understanding and acceptance of this Policy.

2. Authenticity and Cultural Integrity

  1. Experiences must be based on genuine local culture, expertise, or nature.

  2. Copy-paste itineraries, resold tours, or generic agency products are prohibited.

  3. The host must personally conduct or directly supervise the activity.

  4. All descriptions, photos, and pricing must reflect the real experience offered.

  5. Palmabook may request verification materials, including proof of ownership or a video presentation.

Minimum average authenticity rating: 4.8 / 5

3. Host Professionalism and Safety

  1. All hosts must pass Palmabook ID verification and account validation.

  2. Activities involving vehicles, boats, sports, or risk require valid permits and third-party insurance.

  3. A safety briefing must be provided before every session.

  4. Hosts must maintain a written record of inspections and emergency procedures.

  5. Any incident must be reported to Palmabook within 24 hours.

Palmabook reserves the right to deactivate any listing for safety non-compliance.

4. Experience Design and Value

  1. Each experience must include a detailed itinerary, inclusions/exclusions, and meeting information.

  2. Duration may vary by no more than fifteen (15) minutes from the advertised time.

  3. Hidden fees or mandatory on-site charges are not permitted.

  4. Group sizes must comply with the capacity declared in the listing.

  5. The experience must deliver fair market value consistent with the advertised rate.

5. Guest Comfort and Logistics

  1. Meeting points must be accurate and accessible.

  2. Parking and transportation details must be provided where applicable.

  3. Equipment and materials must be clean, functional, and safe.

  4. For experiences exceeding two (2) hours, hosts should plan breaks and refreshments.

  5. Listings should be available in at least English and one local language.

6. Communication and Transparency

  1. Hosts must respond to guest messages within six (6) hours.

  2. The applicable Cancellation Policy (Flexible, Moderate, or Strict) must appear in each listing.

  3. A host’s cancellation automatically triggers a refund and review.

  4. Guests receive an automated confirmation and contact details immediately after booking.

  5. Any complaint must be submitted within twenty-four (24) hours of check-in or activity start time.

7. Sustainability and Ethics

  1. Experiences must promote respect for local communities, wildlife, and environments.

  2. Exploitation, discrimination, or environmental harm is strictly forbidden.

  3. Hosts using local suppliers and sustainable practices may earn the Palmabook Green Tag.

  4. Violations of ethical or environmental conduct may lead to permanent suspension.

8. Legal and Financial Compliance

  1. Hosts must comply with local legal, tax, and regulatory requirements.

  2. All payments are processed by PCI-DSS Level 1 certified providers (Stripe, Wise, Mercury, Payoneer).

  3. Prices must include applicable taxes or clearly specify exclusions.

  4. Hosts must provide receipts or invoices when required by law.

  5. Palmabook reserves the right to delay or withhold payouts for verification or audit.

9. Insurance, Coverage, and Liability

  1. Palmabook does not directly provide insurance coverage.

  2. Experiences sold through external platforms (e.g., Booking.com, Expedia, Airbnb) may be covered by those platforms’ own protection programs.

  3. Regardless of such coverage, Palmabook.com retains final authority over refund eligibility, safety disputes, and guest compensation decisions.

  4. Each host is solely responsible for maintaining their own insurance according to local law.

10. Dispute Resolution and Final Authority

  1. All disputes between guests and hosts are reviewed by Palmabook Trust & Safety.

  2. Palmabook has full discretion to interpret evidence, messages, and partner feedback.

  3. External platform resolutions are advisory only and not binding on Palmabook.

  4. All Palmabook decisions are final and enforceable.

  5. Refunds approved under this process will be issued within fourteen (14) days.

11. Refund Framework

  1. Refunds are governed by the listing’s stated cancellation policy (Flexible, Moderate, or Strict).

  2. Verified non-performance or safety-related cancellations qualify for a full refund.

  3. External marketplace refunds are subject to Palmabook’s validation before completion.

  4. Refunds are returned via the original payment method within seven (7) business days.

12. Quality Audits and Compliance Monitoring

  1. All new listings are reviewed within seventy-two (72) hours prior to publication.

  2. Listings rated below 4.6 for sixty (60) consecutive days may be paused or removed.

  3. Fraudulent reviews, duplicate listings, or misleading descriptions are grounds for immediate termination.

  4. Automated systems monitor guest satisfaction, response times, and dispute frequency in real time.

13. Host Conduct and Professional Behavior

  1. All hosts must maintain professional communication and respect for guests.

  2. Harassment, discrimination, or solicitation outside the platform is forbidden.

  3. All transactions must occur exclusively through Palmabook’s secure system.

  4. Misuse of personal data or manipulation of reviews results in permanent delisting.

Palmabook enforces a zero-tolerance policy for misconduct.

14. Host Performance Dashboard

Palmabook provides hosts with a dashboard showing ratings, earnings, response rates, and compliance metrics.
Low-performing listings receive automatic performance alerts and may be deprioritized or suspended if issues persist.

15. Enforcement and Penalties

Violation Action Reinstatement
Fraudulent or fake listing Permanent removal None
Rating below 4.6 for 60 days Temporary suspension Quality re-evaluation
Missing safety or permit documents 7-day deactivation Submission of proof
Unresolved dispute over 30 days Account freeze Compliance clearance

Palmabook reserves the right to impose additional penalties or pursue legal action.

16. Legal Framework and Jurisdiction

  1. This Policy forms part of Palmabook’s Terms of Service.

  2. It is governed by the laws of the country where the experience occurs.

  3. Corporate jurisdiction: Eventbook Inc. (Canada) with operations in Mexico and the Dominican Republic.

  4. Palmabook retains final arbitration authority for all experience-related disputes.

  5. Palmabook is independent and not affiliated with Booking.com B.V., Airbnb, Google, or Expedia.

17. Data Protection and Privacy

Palmabook complies with all applicable data protection laws:

  • GDPR (European Union)

  • CCPA (California Consumer Privacy Act)

  • LFPDPPP (Mexico Federal Data Protection Law)

Palmabook never sells personal data.
Requests for data access, correction, or deletion should be directed to: dpo@palmabook.com.

18. Final Decision Clause

All cancellations, refunds, disputes, and claims are governed by Palmabook’s internal Litigation and Dispute Review Process.
Even when external partner platforms issue refunds or coverage, Palmabook.com maintains the final and exclusive right to approve, adjust, or deny such claims.
Palmabook’s determinations are conclusive and binding.

19. Contact Information

Palmabook Trust & Safety Department
Eventbook Inc. – Palmabook Division
Montreal, Quebec, Canada | Cancún, Quintana Roo, Mexico
Email: support@palmabook.com
Website: https://palmabook.com
Telephone: +1 (450) 809-0906

20. Legal Notice

Palmabook.com is an independent travel-technology platform.
All financial transactions are processed through PCI-certified gateways.

Palmabook provides no direct insurance coverage; hosts are responsible for compliance with their own local laws and obligations.

All rights reserved.

Copyright © 2025 Palmabook.com
Palmabook Global Hospitality Standard v6.3 (2025)