We connect guides and customers → Keyguides Connect helps match guides with customers and travel companies but doesn’t directly provide or manage the tours.
You manage your own bookings → Guides set availability, prices, cancellation terms, and handle refunds directly with customers.
Payments are secure → All payments go securely via Stripe, into the guides account and a 15% service fee automatically paid to the platform.
Verification available → Guides can link their profiles to professional associations, and status is displayed clearly once verified.
Code of conduct required → Everyone using the platform must follow clear rules about professionalism and respect.
You’re responsible for your account → Keep your login secure, information accurate, and maintain good conduct.
Cancellation policies matter → Guides set their own refund rules. If none are provided, customers get full refunds (minus Stripe fee) if they cancel 15+ days in advance.
Resolving disputes → Customers and guides should resolve issues directly. If unresolved, Keyguides can help mediate but isn’t responsible.
We’re not liable for tour outcomes → Guides operate independently. We provide technology but don’t control tour quality, cancellations, or guide performance.
Questions? We’re here! → Contact us at hello@keyguides.com if you need help or clarification.
BY USING OUR PLATFORM, YOU AGREE TO THESE TERMS – PLEASE READ THEM CAREFULLY.
Welcome to Keyguides Connect. These Terms of Service govern your use of our platform and form a legally binding agreement between you and us.
Keyguides Connect is a digital marketplace connecting professional guides with individual customers and travel industry partners (including Destination Management Companies, cruise operators, and travel agencies). We do not offer guiding services directly, nor do we act as an employer or manager of guides.
Definitions
“Platform” refers to the Keyguides Connect platform and related services.
“Guide” means any individual offering professional guiding services through the Platform.
“Customer” refers to any individual booking a guide via the Platform.
“Partner” means any business entity such as a Destination Management Company, cruise operator, or travel agency using the Platform.
“Booking” means a confirmed reservation made between a Customer and a Guide.
Key Points:
- Keyguides Connect functions solely as an intermediary for bookings and payments.
- All guides are independent service providers responsible for their own compliance, insurance, and conduct.
- Bookings constitute a direct contract between the customer and the guide.
- Payments are processed securely via Stripe.
- Disputes should be resolved between the customer and guide, with optional mediation from Keyguides Connect.
- We reserve the right to amend these Terms at any time, with notification provided for material changes.
Keyguides Connect provides a neutral platform designed to facilitate connections between guides, customers, and partners. We do not take any responsibility for the delivery, quality, legality, or safety of the services provided by guides, nor do we verify their qualifications, licences, or insurance. However, we do offer functionality that allows guides to associate themselves with recognised organisations or certification bodies. It is important to note that we are not a party to any contract between a guide and a customer and assume no responsibility for the fulfilment of such agreements.
Guides have the option to verify themselves by affiliating with recognised certification bodies or professional associations. Where such an affiliation exists, the guide’s profile may appear as “pending” until the association is confirmed or approved. All guides using the platform are subject to our Code of Conduct, which sets out expectations regarding professional behaviour, communication standards, and compliance with applicable laws and regulations.
Guides and users agree to adhere to the principles of professionalism, respect, accuracy of representation, and compliance with applicable laws and regulations. Breach of the Code may result in suspension or removal from the platform.
Users must be at least 18 years of age to create an account on Keyguides Connect. All information provided during account registration must be accurate and kept up to date. Users are responsible for maintaining the confidentiality of their login credentials and for all activities that occur under their account. Keyguides Connect reserves the right to suspend or terminate access to the platform in the event of suspected fraudulent activity, non-compliance with these Terms, or misuse of the platform.
Keyguides Connect reserves the right to suspend or terminate a user’s access to the platform at any time and without notice if the user breaches these Terms, engages in unlawful behaviour, or acts in a manner deemed harmful to the integrity of the platform or its users. Upon termination, all rights granted to the user under these Terms shall immediately cease.
7.1 Guides are required to maintain accurate and up-to-date availability on their profiles, including regular calendar updates. They bear full responsibility for responding to customer enquiries in a timely and professional manner, and for managing all aspects of bookings, including cancellations and refund processing. Guides must also ensure that they hold appropriate insurance coverage and remain fully compliant with all applicable local laws, tax obligations, and regulatory requirements. Furthermore, each guide is responsible for defining and clearly displaying their individual cancellation and refund policies within their profile.
7.2 Customers are responsible for reviewing a guide’s profile, including but not limited to their credentials, affiliations, and stated terms and conditions, prior to confirming a booking. By proceeding with a booking, the customer agrees to be bound by the guide’s specific terms, including any provisions relating to cancellations and refunds. Customers acknowledge and accept that all payments, refunds, and dispute resolutions are to be handled directly between themselves and the guide.
7.3 Partners utilising the Keyguides Connect platform may post guiding opportunities via the designated Partner Portal. All partners agree to establish a booking price in conjunction with an agreed platform fee to be negotiated with Keyguides. Partners are additionally subject to the terms and conditions set forth in separate Partner Agreements, which govern invoicing, payment schedules, and other commercial arrangements.
All financial transactions on the Keyguides Connect platform are processed securely via Stripe. A service and application fee of fifteen percent (15%) is applied to each booking. This fee, which includes applicable Stripe transaction charges (typically ranging from 2.5% to 3.5%), is deducted from the guide’s total payout. Keyguides Connect does not assume liability for any variations in Stripe’s fees, which are governed by Stripe’s own terms and may vary depending on the transaction type, region or country.
Partners are responsible for establishing the final booking price in consultation with Keyguides and for agreeing to any additional platform fees that may apply. Invoicing arrangements for partners, including Destination Management Companies (DMCs), may be subject to separately negotiated terms as outlined in their respective Partner Agreements.
In the event of a cancellation by the guide, the guide is obligated to notify the customer as soon as reasonably practicable. Customers may be entitled to a refund, subject to the cancellation policy specified by the guide at the time of booking.
For cancellations initiated by the customer, the refund terms shall be governed by the individual guide’s stated cancellation policy. In circumstances where no specific cancellation policy is provided by the guide, the default policy shall apply, entitling the customer to a full (100%) refund provided that the cancellation is made no fewer than fifteen (15) calendar days prior to the scheduled tour date.
It is important to note that Stripe processing fees are non-refundable. A standard deduction of between 2.5% and 3.5% may be applied to all cancellations, regardless of which party initiates the cancellation.
In the case of a no-show by the customer, no refund shall be issued unless otherwise stated in the guide’s policy. Conversely, if the guide fails to appear, the customer may request a refund in accordance with the terms set forth in the guide’s cancellation policy.
In the event of a dispute between a Customer and a Guide, the parties agree to follow a structured three-step resolution process. First, the customer shall make direct contact with the guide to raise the issue. Second, the guide is expected to respond and attempt to resolve the matter in good faith within a timely manner. Third, if the dispute remains unresolved, either party may request optional mediation facilitated by Keyguides Connect.
While Keyguides Connect may, at its discretion, offer support in mediating disputes, it takes no obligation to resolve such matters or to intervene beyond facilitating communication.
All content, trademarks, software, features, and functionality on the Keyguides Connect platform are the exclusive property of Keyguides AS or its licensors. Users may not copy, modify, distribute, sell, or lease any part of our services or software without express written permission. User-generated content remains the property of the user, but by uploading content to the platform, the user grants Keyguides Connect a non-exclusive, royalty-free licence to use, display, and distribute such content solely for the purpose of operating the service.
By uploading content, including images, the Guide represents and warrants that they have all necessary rights, licences, and permissions to upload such content and grant the licence described herein. Keyguides Connect shall not be held responsible for any unauthorised use of third-party content by Users.
All personal data collected and processed by Keyguides Connect is handled in accordance with our Privacy Policy and applicable data protection laws, including the General Data Protection Regulation (GDPR). By using the platform, users consent to the collection and use of their data as outlined in the Privacy Policy.
Keyguides Connect shall not be held liable for any injury, loss, damage, expense, or inconvenience arising from or in connection with bookings made via the platform. The execution, quality, legality, safety, and delivery of guiding services rest entirely with the individual guide, who operates as an independent service provider. Keyguides Connect does not supervise, vet, or assume responsibility for the conduct, performance, or availability of any guide.
Customers are strongly encouraged to obtain appropriate travel and cancellation insurance to protect against unexpected disruptions, including illness, travel delays, or other unforeseeable events.
Keyguides Connect expressly disclaims all liability for:
Service failures, cancellations, or any form of non-performance by guides;
Delays, disruptions, or losses resulting from force majeure events, including natural disasters, strikes, political unrest, or other events beyond the control of the guide or platform;
Technical issues or errors in payment processing managed through Stripe or other third-party providers;
Inaccuracies, omissions, or misrepresentations in guide profiles, which are the sole responsibility of the individual guide;
Temporary outages, maintenance, or platform interruptions, whether planned or unplanned.
As a technology platform, Keyguides Connect provides digital tools to facilitate communication, booking, and payment processing, but does not participate in or guarantee the outcome of any service arranged through the platform. All users accept that they engage with the platform and its features at their own risk.
Keyguides Connect reserves the right to amend, update, or revise these Terms of Service at any time and without prior notice. Any material changes to the Terms will be communicated to users via email or through a prominent notification on the platform. It is the responsibility of users to review such updates when notified. Continued access to or use of the platform following any such changes shall constitute full acceptance of the revised Terms.
If any provision of these Terms is found to be invalid or unenforceable under applicable law, such provision shall be deemed severed and the remainder of the Terms shall remain valid and enforceable. These Terms constitute the entire agreement between the parties concerning the use of the platform and supersede any prior agreements or understandings.
These Terms of Service shall be governed by, and construed in accordance with, the laws of Norway. Any dispute, controversy, or claim arising out of or in connection with these Terms, the platform, or any services facilitated through Keyguides Connect shall fall under the exclusive jurisdiction of the Norwegian courts. By using the platform, all parties irrevocably submit to the authority of these courts for the resolution of any such matters.
For questions or concerns about these Terms of Service, please contact us at: hello@keyguides.com