Terms of Service

Effective Date: January 1, 2024

Refund, Cancellation, & Dispute Policies -

This Refund Policy explains how we will assist with a reservation and how we handle refunds when a supplier or user cancels a reservation or another Travel Issue disrupts a booking.

What happens if a Supplier cancels before the trip

If a Supplier cancels a reservation anytime before the trip start date, their guest will automatically receive a full refund. If a Supplier cancels 30 days or less before the trip start date, and the guest contacts us, we will also assist the guest with finding comparable or better packages.

What happens if a User cancels before the trip

In the event that a user decides to cancel their booking before the trip, PAIGOS has established a comprehensive policy to address various scenarios. If the cancellation is made within 30 days of the trip start date, users are eligible for a full to partial refund, depending on the specific package details and cancellation options listed for the supplier on the package page. However, it's important to note that some bookings may not permit full refunds due to irretrievable costs associated with exclusive tours, special arrangements, or other non-refundable components explicitly outlined in the package description.

Let's consider a scenario: Suppose a user has booked a travel package that includes non-refundable components such as exclusive tours or special arrangements. If the user cancels before the 30-day window, PAIGOS will calculate the eligible refund based on the amount previously set by the supplier for refundable components in the package. This ensures a fair and transparent approach, considering the diverse nature of travel packages.

For packages explicitly stating full refunds, users have the flexibility to cancel and receive a complete refund, provided the cancellation is made at least 30 days before the scheduled trip start date. However, it's crucial to emphasize that under no circumstances will a refund be granted for cancellations made within 30 days of the trip start date. To mitigate the impact of unforeseen circumstances leading to cancellations, users are strongly recommended to consider obtaining travel insurance, offering an additional layer of protection for such situations.

What happens if another Travel Issue disrupts a stay

Other Travel Issues must be reported to us no later than 72 hours after discovery. If we determine that a Travel Issue has disrupted the reservation, we will provide a full or partial refund and, depending on the circumstances, may assist the guest with finding comparable or better package options. The amount refunded depends on the severity of the Travel Issue, the impact on the guest, the portion of the stay affected, and whether the guest had to vacate the set package itinerary. If the guest decides to vacate the package itinerary and bookings because of the Travel Issue and contacts us we will offer assistance with finding comparable or better options/packages through other companies on our platform for the remaining nights of the stay but are not responsible for any new costs that may incur after vacating original package itinerary.

What Travel Issues are covered

The term "Travel Issue" refers to these situations:

  • Supplier cancels the reservation prior to trip start date.

  • Supplier fails to provide access to the accommodations, tours, and transportation.

  • Accommodations are not habitable at check-in for any of the following reasons:

    • They are not reasonably clean and sanitary, including bedding and towels.

    • They contain safety or health hazards.

    • They contain pests.

  • The listing contains a material inaccuracy such as:

    • Incorrect number of rooms (e.g. suites, hotel rooms, and bedrooms).

    • Incorrect location of the accommodation (location area not previously listed in the description).

What Travel Issues are NOT covered

  1. Force Majeure Events: Instances of force majeure events, such as natural disasters, political unrest, or global pandemics, which may impact travel but are beyond the control of both the user and supplier. We recommend travel insurance for such events.

  2. User Cancellations: Users can cancel packages up to 30 days before the trip start date for a full to partial refund. Some bookings may not allow partial refunds due to incurred costs. In such cases, users can receive a partial refund based on the supplier-set amount. For packages offering full refunds, cancellations are accepted up to 30 days before the trip. No refunds are allowed for cancellations made within 30 days of the trip start date. It is advised to consider travel insurance for cancellations within 30 days of the trip date.

  3. Changes in User Preferences: If users want to change the package or package itinerary previously set with the supplier upon booking based on new user preferences after the booking is confirmed.

  4. Additional Costs After Package Vacation Disruption: PAIGOS is not responsible for any new costs incurred by users if they decide to vacate the original package itinerary due to a Travel Issue.

  5. Travel Insurance Recommendations: We encourage users to consider purchasing travel insurance to cover unforeseen circumstances not explicitly addressed in the terms. We are partnered with several insurance companies and these companies can be found on this page here.

How claims work

To be eligible for a refund, the guest who made the reservation may submit a claim by filling out our claim user form or contacting us via email at support@paigos.app. Claims must be made to us no later than 72 hours after discovery of the Travel Issue and supported by relevant evidence such as photographs/video or confirmation of the conditions by the Supplier. We will determine whether a Travel Issue has occurred by evaluating available evidence.

How this Policy affects Suppliers

If a Supplier cancels a stay or another Travel Issue disrupts a stay, the Supplier will either receive no payout or will have their payout reduced by the amount of the refund to their guest.

In most circumstances, we will attempt to confirm a guest’s claim with their Supplier. Suppliers can also dispute a Travel Issue by filling out our supplier claim form or contacting us via email at admin@paigos.app.

Other things to be aware of

This Policy applies to all reservations made on or after the Effective Date. When this Policy applies, it controls and takes precedence over the reservation’s cancellation policy. Before submitting a claim, whenever feasible, the guest must notify the Supplier and try to resolve the Travel Issue directly with their Supplier. In connection with resolving the issue, guests can request refunds directly from Suppliers through their chat inbox. We may reduce the amount of any refund or adjust any rebooking assistance under this Policy to reflect any refund or other relief provided directly by a Supplier. As part of providing assistance, we may, but are not obligated to, pay for or contribute to the cost of new accommodations, tours/excursions, transportation, and anything relating to your original package inclusions. We may also provide guests with the option of applying the value of a canceled reservation to new packages, or of receiving travel credit, in lieu of getting a cash refund.

Where a guest demonstrates that timely reporting of a Travel Issue was not feasible, we may allow for late reporting of the Travel Issue under this Policy. Travel Issues that are caused by guests not booked or listed on our platform, co-travelers, or their invitees or pets are not covered by this Policy. Submitting a fraudulent claim violates our Terms of Service and may result in account termination.

Our decisions under this Policy are binding but do not affect other contractual or statutory rights that may be available. Any right that guests or Hosts may have to initiate legal action remains unaffected. This Policy is not insurance and no premium has been paid by any guest or Supplier. All rights and obligations under this Policy are personal to the booking guest and Suppliers of the reservation and may not be transferred or assigned. Any changes to this Policy will be made in accordance with our Terms of Service. This Policy applies to all aspects and activities included in reservations.

Terms and Conditions of Promotions:

PAIGOS may occasionally offer promotions, discounts, or special offers. The terms and conditions of each promotion will be clearly communicated during the promotional period. Users are encouraged to review and understand the specific terms related to any ongoing promotions before participating.

Transaction Currency:

All transactions on the PAIGOS platform are conducted in the currency specified during the booking process. Users should be aware of the designated transaction currency when making reservations or payments.

Security Capabilities and Policy for Transmission of Payment Card Details:

At PAIGOS, the security of users' payment information is a top priority. We employ robust security measures and follow industry best practices to ensure the safe transmission of payment card details. Our platform utilizes encryption technology to protect sensitive information during transactions, providing a secure environment for users to make payments.