Terms and Conditions

HOLA GUIDES

TRAVELER TERMS OF SERVICE

Terms governing bookings and tour experiences purchased from Hola Guides

Effective Date: August 14, 2026 | Version 2.0

1. Introduction and Acceptance

These Traveler Terms of Service ("Terms") constitute a legally binding agreement between you ("Traveler", "you", or "your") and Hola Guides LLC, a Wyoming limited liability company ("Hola Guides", "we", "us", or "our").

By creating an account, submitting a booking request, or making any payment through the Hola Guides platform (the "Platform"), you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree to these Terms, do not use the Platform.

These Terms apply to all travelers who use the Platform, regardless of how they access it (web, mobile, or otherwise).

2. About Hola Guides and the Guides

Hola Guides sells private, personalized travel experiences that are designed and delivered by independent local guides. When you book a Tour Experience through the Platform, Hola Guides is your counterparty for that Booking and is the merchant of record: you purchase the Booking from, and pay, Hola Guides.

The Tour Experience itself is delivered by an independent Guide engaged by Hola Guides. Each Guide operates their own business and is responsible for how the Tour is designed and delivered. Hola Guides does not itself supervise or control the manner in which a Guide delivers a Tour.

As the merchant of record, Hola Guides handles your payment, refunds, and any payment disputes for the Booking, as described in these Terms.

3. Definitions

"Platform" means the Hola Guides website, mobile application, booking system, payment features, and all related technology and services.

"Guide" means an independent contractor approved by Hola Guides to offer Tour Experiences through the Platform.

"Tour Experience" or "Tour" means a private, personalized travel experience designed and delivered by a Guide, as described in the Guide's Listing.

"Listing" means a Guide's public profile page on the Platform, including tour descriptions, itineraries, pricing, and related content.

"Booking Total" or "Price" means the total price you pay to Hola Guides for a Booking, as shown at checkout before you confirm.

"Booking" means a confirmed reservation for a Tour Experience, created when the Guide accepts your request and you pay the Booking Total.

4. The Booking Process

4.1 How Bookings Work

The booking process works as follows:

You select a Tour Experience and submit a booking request with your travel details, party size, date, time, and meeting point.

Your request is sent to the Guide for review. No payment is collected at this stage.

The Guide may accept, reject, or propose changes. Hola Guides does not guarantee that any Guide will accept your request.

If the Guide accepts, you pay the Booking Total online through the Platform. Your Booking is confirmed once you complete this payment.

4.2 Price

The price shown for a Booking at checkout is the total price you pay to Hola Guides for that Booking. It is displayed in full before you confirm, and no additional fees are added afterward, except for any optional extras you agree with the Guide directly and at your own discretion.

4.3 Payment

You pay the total price to Hola Guides online at the time of Booking, through our third-party payment processor. You do not pay the Guide separately, except for any optional extras you agree with the Guide directly and at your own discretion. Hola Guides does not store your full payment card details.

4.4 Your Booking Contract

When a Guide accepts your request and you pay the Booking Total, your Booking is confirmed and forms a contract between you and Hola Guides for the Tour Experience. The Tour is then delivered on Hola Guides' behalf by the independent Guide, in accordance with the itinerary, meeting point, duration, and inclusions described in the Listing.

5. Cancellations and Refunds

The following cancellation and refund rules apply to your Booking. All percentages refer to the total price you paid for the Booking.

5.1 Free Cancellation

You may cancel a confirmed Booking free of charge up to 48 hours before the confirmed start time of the Tour and receive a full refund of the Booking Total. The 48-hour window is calculated exactly, to the hour and minute, using the local time zone of the place where the Tour takes place.

5.2 Late Cancellation

If you cancel less than 48 hours before the confirmed start time, 60% of the total price is refunded to you and the remaining 40% is non-refundable. For example, on a USD 350 Booking, USD 210 is refunded to you and USD 140 is non-refundable.

5.3 Cancellation by the Guide

If a Guide cancels your confirmed Booking, you receive a full refund of the Booking Total. Hola Guides will make reasonable efforts to notify you promptly but does not guarantee the availability of an alternative Guide for the same date or destination.

5.4 If the Tour Does Not Take Place

If the Tour does not take place because you did not appear at the meeting point at the confirmed time without having cancelled in advance, 60% of the total price is refunded to you and the remaining 40% is non-refundable.

5.5 Force Majeure and Refund Processing

Refunds in force-majeure situations are assessed on a case-by-case basis. Approved refunds are returned to your original payment method, typically within 5 to 10 business days, depending on your financial institution.

5.6 Cancellation by Hola Guides

Hola Guides may cancel a confirmed Booking if the Guide becomes unavailable, is removed from the Platform, or for any other reason. If Hola Guides cancels your Booking, you receive a full refund of the total price. Where possible, Hola Guides will offer you an alternative Guide or date, which you are free to accept or decline.

6. Traveler Responsibilities

6.1 Accuracy of Information

You agree to provide accurate, complete, and current information when creating your account and submitting a booking request, including your party size, meeting point, and any special requirements.

6.2 Punctuality

You are responsible for arriving at the agreed meeting point on time. If you fail to appear without having cancelled in advance, the Tour may be treated as not performed and refunds will be handled as set out in Section 5.4.

6.3 Personal Belongings

You are solely responsible for the safekeeping of your personal belongings throughout the Tour. Neither Hola Guides nor the Guide shall be liable for the loss, theft, or damage of any personal property during the Tour.

6.4 Conduct

You agree to treat Guides and other participants with respect and to comply with the Guide's reasonable instructions during the Tour. Hola Guides reserves the right to suspend or terminate your account if you engage in abusive, discriminatory, or unlawful conduct.

6.5 Minors

If your party includes minors (persons under the age of 18), you represent that you are the parent or legal guardian of such minors, or have obtained the consent of their parent or legal guardian, and you assume full responsibility for their supervision and safety during the Tour.

7. Limitation of Liability

7.1 Independent Guides and Assumption of Risk

The Tour Experiences sold through the Platform are delivered by independent Guides. To the maximum extent permitted by applicable law, Hola Guides is not liable for injury, accident, illness, loss, theft, or damage to persons or property occurring during or in connection with a Tour, or for the acts, omissions, or conduct of any Guide or third party during a Tour. You understand that travel and guided activities carry inherent risks, and you participate voluntarily and assume those risks. This Section does not exclude any liability that cannot be excluded under applicable law.

7.2 Disclaimer of Warranties

THE PLATFORM IS PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED. HOLA GUIDES DOES NOT WARRANT THAT THE PLATFORM WILL BE UNINTERRUPTED, ERROR-FREE, OR FREE OF HARMFUL COMPONENTS.

7.3 Cap on Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, HOLA GUIDES' TOTAL LIABILITY TO YOU FOR ANY CLAIM ARISING UNDER THESE TERMS SHALL NOT EXCEED THE BOOKING TOTAL PAID BY YOU IN CONNECTION WITH THE SPECIFIC BOOKING TO WHICH THE CLAIM RELATES.

7.4 Indemnification

You agree to indemnify, defend, and hold harmless Hola Guides LLC, its members, officers, employees, and agents from and against any claims, damages, losses, and expenses (including reasonable attorneys' fees) arising out of or relating to your use of the Platform, your breach of these Terms, or your conduct during a Tour Experience.

8. Support and Complaints

If you have any issue with a Booking or a Tour Experience, contact Hola Guides at hello@holaguides.com. As the merchant of record, Hola Guides handles refunds and payment disputes in accordance with these Terms, and will address complaints about the Tour with the relevant Guide.

Hola Guides takes the conduct of Guides seriously and reserves the right to suspend or remove any Guide based on verified reports of misconduct.

9. Intellectual Property

All content on the Platform created by Hola Guides, including text, graphics, logos, and software, is the property of Hola Guides LLC and is protected by applicable intellectual property laws. You may not reproduce, distribute, or create derivative works from such content without our prior written consent. Content submitted by Guides is the property of the respective Guide.

10. Privacy

Hola Guides collects, uses, and protects your personal information in accordance with its Privacy Policy, available at holaguides.com/privacy. By using the Platform, you consent to the collection and use of your information as described in the Privacy Policy. Hola Guides complies with applicable data protection laws, including the California Consumer Privacy Act (CCPA) where applicable.

11. Dispute Resolution

11.1 Informal Resolution

Before initiating any formal dispute resolution process, you agree to contact Hola Guides at hello@holaguides.com and attempt to resolve the dispute informally. Hola Guides will make reasonable efforts to resolve the dispute within 30 days.

11.2 Binding Arbitration

If informal resolution is unsuccessful, any dispute, claim, or controversy arising out of or relating to these Terms, or the breach, termination, or validity thereof, shall be resolved by binding arbitration administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules. The arbitration shall be conducted in the State of Wyoming, and the language of the arbitration shall be English.

11.3 Waiver of Class Action

YOU AGREE THAT ANY DISPUTE RESOLUTION PROCEEDINGS WILL BE CONDUCTED ONLY ON AN INDIVIDUAL BASIS AND NOT AS PART OF A CLASS, CONSOLIDATED, OR REPRESENTATIVE ACTION. YOU WAIVE THE RIGHT TO PARTICIPATE IN ANY CLASS ACTION PROCEEDING AGAINST HOLA GUIDES.

11.4 Exceptions

Notwithstanding the foregoing, either party may seek emergency injunctive or other equitable relief in any court of competent jurisdiction to prevent irreparable harm pending arbitration.

12. Governing Law

These Terms shall be governed by and construed in accordance with the laws of the State of Wyoming, United States of America, without regard to its conflict of law provisions.

13. General Provisions

13.1 Entire Agreement

These Terms, together with the Privacy Policy, constitute the entire agreement between you and Hola Guides with respect to your use of the Platform as a Traveler.

13.2 Amendments

Hola Guides reserves the right to modify these Terms at any time. You will be notified of material changes via email or through the Platform. Continued use of the Platform after notice constitutes acceptance of the modified Terms.

13.3 Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

13.4 No Waiver

Failure by Hola Guides to enforce any provision shall not constitute a waiver of its right to enforce such provision in the future.

13.5 Contact

For any questions regarding these Terms, please contact:

Hola Guides LLC · Email: hello@holaguides.com · Website: holaguides.com