Terms and conditions
Applicability of the Terms & Conditions
Any use of our website and/or services, as a website visitor, a guest or a host, constitutes an agreement to all terms and conditions and warrants that users understand, agree to and accept all terms and conditions contained here.
Hosts on the platform and guests using the platform are in compliance with the Resfeber Code of Conduct, part of these Terms & Conditions.
Terms and Definitions
In the present Terms & Conditions, these terms are used and defined as follows:
Hosts are the suppliers of Resfeber offerings. Resfeber hosts are defined as such when their profile appears online on the platform and they can receive bookings via Resfeber.
Guests are the customers of Resfeber, using the platform to make a reservation or communicate with local hosts.
Reservations (for Guests)
All reservations made via Resfeber (on website or app) are automatically transferred to the host requested.
Instant Confirmation means that the reservation will be automatically confirmed at the time and date chosen and with the requested host. This does not prevent Resfeber from requesting a change of host, time or date.
On Request bookings are subject to the host confirmation based on their availability or the one of the activity or tickets when relevant. Guests are committing to their payment, and Resfeber guarantees that the reservation will be either confirmed or denied within 48 hours.
A reservation is only valid when confirmed by Resfeber via e-mail.
Guests making a reservation with Resfeber understand our cancellation policy.
Reservations (for Hosts)
All reservations made by guests via Resfeber engage the hosts to providing the service booked.
Hosts understand that cancellations and transfers have a negative impact on guests satisfaction and will affect their performance on the platform.
Resfeber hosts are made aware of the cancellation policy.
When making a reservation, you have to pay the full amount in advance. In this case you pay us the full amount stated on the website which is paid to the host, within 72 hours after the reserved event has taken place in a satisfactory manner, while deducting the Resfeber fee payable by the host. As a traveler no additional payments are needed; when the reservation is confirmed by us, all payments are done.
Resfeber will facilitate the payment as a commercial agent on behalf of the host. Therefore, by accepting this Terms & Conditions, the host enters into an agreement with Resfeber determining that Resfeber is authorized to negotiate or conclude the sale of the services provided by the host on behalf of the host.
Once you (being the guest) have made the payment, you have discharged your payment obligation, i.e. there is final settlement of the host's claim on you as a guest.
We provide services to our hosts and therefore we treat the host as our legal customer. We will invoice the host. On this invoice we will state our details, any applicable taxes and details of the service(s) provided by the host to the traveler. As a host you are responsible for providing the traveler with any documentation and/or invoice needed in compliance with the applicable tax law(s).
It’s a host’s sole responsibility to determine which taxes are applicable and required to comply with the applicable local tax law and pay any corresponding taxes. These taxes can include, but are not limited to, taxes such as value added taxes, surcharges, sales taxes, personal or corporate income taxes imposed or any other taxes which are levied upon reservations made through our website or the payment thereof. Hosts represent and warrant that they will pay such taxes in time and in compliance with the applicable tax law.
Resfeber content may not be used or copied without explicit authorization from Resfeber. All text, graphics, editorial content, data, formatting, graphs, designs, HTML, look and feel, photographs, music, sounds, images, software, videos, designs, typefaces and other content (collectively "Proprietary Material") on this website is owned by Resfeber, or is used with the owner’s permission. This Proprietary Material is protected in all forms, media and technologies. Users may not copy, download, use, redesign, reconfigure, or retransmit anything from this website without Resfeber' prior written permission.
Quality of information
While we do our utmost best to verify the quality of the events hosted by our hosts, we cannot guarantee these are flawless and neither can we guarantee that all content on our website is without errors. In the event of misleading representation or misconduct on our website or in the framework of the events held by hosts through our website and/or services, we may decide, in our sole discretion, to credit the traveler with a refund for the reservation amount paid or part thereof and charge the host with this amount. No action of us may be construed as accepting any liability other than as mentioned herein.
When rendering our service, the information we disclose is based on the information provided to us by the hosts. Although we will use reasonable skill and care in performing our service and verify (most of) the hosts we cannot guarantee that all information is accurate, complete and/or correct. Each host remains responsible at all times for the accuracy, completeness and correctness of the (descriptive) information displayed on our platform.
Therefore, use your own best judgment when using any of the services provided by our hosts. Notwithstanding the foregoing, we, including without limitation any content, data and any information related hereto, is provided on an “AS IS” and “AS AVAILABLE” basis, without any warranties of any kind, express or implied, including but not limited to warranties of title or non-infringement or implied warranties of use, merchantability or fitness for a particular purpose or use.
Resfeber does not warrant that this website and/or our services will be uninterrupted or error-free. It may correct, modify, amend, enhance, improve and make any other changes to the website and services at any time or discontinue displaying or providing any content or features without a notice to any user.
We do our very best to make sure all the information we provide you is 100% correct. However, as we are human beings too, errors are made. We hereby disclaim all warranties and conditions with regard to the use of our website and/or services, including, but not limited to the availability, reliability, or quality of our website and services, the events distributed through us, including the nature and quality of the events, and is not and shall not be responsible for any error, fault or mistake of any and all content and information received through our users, including by hosts or travelers. We do not endorse any entity, product or service mentioned in any user generated content available on our website.
Resfeber’ responsibility is limited to facilitating the availability of our website, application and services. The participation in any of the events hosted by the hosts is at your own risk. Resfeber’ liability for damages shall be limited to the amount paid by guests. Except as provided herein, in no event shall Resfeber be liable for any indirect, special, incidental or consequential damages of any kind, whether in an action of negligence or other tortuous actions resulting from or arising out of participation in any of the events hosted by the hosts.
Issues and Complaints
We'll assist you in case of issues or complaints where possible. In case of a complaint about, or issue with the platform, app or services, please contact Resfeber to resolve the problem. In case of a complaint about an event you agree to contact Resfeber within 1 day after the complaint has arisen and you agree to cooperate with and assist Resfeber in good faith. You also agree to provide Resfeber with such information and take such actions as may be reasonably requested by Resfeber. As a host you agree that in case of a no show or dissatisfactory deviations in the event caused by you, the guest will be refunded and you won't receive payment. As a guest you understand that in case of a no show or no completion of/interruptions during the event caused by you, you as a guest are responsible for any damages up to the amount paid.
In case of any damage claims or other complaints related to the event exceeding the amount paid, Resfeber will mediate in finding a reasonable solution between traveler and host.
Any claim or complaint against Resfeber in respect of the service must be promptly submitted, but in any event within 14 days after the reserved event has taken place. Any claim or complaint that is submitted after the 14 days period, may be rejected and the claimant shall forfeit his/her right to any (damage or cost) compensation.
To the extent permitted by law, these T&C’s and the provision of our services shall be governed by and construed in accordance with Dutch law and any and all dispute arising out of these T&C’s and our services shall exclusively be submitted to the competent Court in Rotterdam, The Netherlands.
Code of Conduct for Resfeber Hosts
Resfeber hosts are expected to adhere to and respect the Resfeber Hosts Code of Conduct. The Resfeber Hosts Code of Conduct contains quality standards as well as basic requirements for hosting.
I. Quality Standards
Host quality at Resfeber is defined by the following standards:
Passionate hosts are the heart of Resfeber. Our promise to travelers is to offer them a unique experience, led by hosts that are passionate about the topic of the experience, have a personal connection to it, and deep knowledge of it.
As a host, you are expected to communicate this passion with your guests:
Know your topics in depth, extra research and preparation work can make a world of difference.
Be fully present during the experience, for example avoid getting distracted by your mobile.
Be open and reactive to the feedback you receive from guests and Resfeber.
Resfeber hosts want to share the real soul of their city, offering an authentic experience to guests.
Provide an authentic experience by sharing a unique perspective, unveiling secret gems, providing unique access to your guests. Remember that guests booked you because they are looking to experience something they could not do by themselves!
Connecting cultures and people is our mission. Connect with your guests at all the steps of their Resfeber journey.
Before meeting the guests:
Be available to reassure your guests and answer their questions. They might need some extra information, or simply reassurance that they picked the right host and experience.
If any changes are necessary on the route or plan for the experience, communicate it clearly to your guests. Make sure that they are comfortable with the changes.
During the experience:
Pay attention to your guests' needs: specific groups (elderly, children, persons with disabilities) may need special care.
Face your guests and make pauses when giving an explanation to make sure everyone in the group feels involved and engaged.
Be mindful of cultural differences, remember that different people may expect different behaviors and have different sensitivities. Remain curious and keep an open mind.
After the experience:
Following up on the experience and sharing extra information and tips with the guests can go a long way!
Not meeting these standards will result in an incompatibility to work as a Resfeber host. If you need any extra support or coaching, we are here for you!
II. Hosting requirements
The following requirements are minimum standards that hosts must fulfill to keep a Resfeber profile. Any breach of these requirements will result in a performance breach and may lead in your removal from the platform.
Hosts are required to respect the following professional standards:
Being available and reachable by both the guests and the office, in particular for any urgent or time sensitive issue, and around the time of a booking.
Having an appropriate and professional presentation and outfit, respecting hygiene standards.
Communicating with guests and Resfeber in a polite and respectful manner.
Respecting the commitment that is a booking. Unforeseen situations can of course happen, but being late, cancelling or not showing up to a booking without informing your guests and without a valid reason is not acceptable.
Avoiding any inappropriate behavior such as smoking during a tour.
Resfeber hosts represent the Resfeber community, and are therefore expected to respect the following limitations:
Resfeber tours should always be private. Unless specifically stated otherwise, or requested by Resfeber with the agreement of all parties, groups from different bookings cannot be mixed, and no other participants but the guests are allowed to join.
Experiences must always be led by the host of the booking, hosts should never send another person to fill in for a booking.
Hosts must refrain from expressing negative feelings about Resfeber, or complaining about the company or any of its parties in front of the guests or on public platforms. All complaints and feedback should be addressed directly to the Resfeber team.
Be mindful of your online presence and set your privacy settings accordingly. Keep in mind the Resfeber image when sharing your social profiles.
Use the Resfeber platform genuinely to promote your profile and offer experiences to guests but refrain from using the Resfeber platform to conduct other business with guests (for example by trying to bypass the online booking system) or other hosts.
Remain impartial and keep a service mind and a calm temper when interacting with guests.
Hosts should not solicit tips and do not discuss remuneration with guests.
Hosts commit to maintaining high standards of safety and security when providing a service to guests. The following standards apply:
Resfeber hosts should always avoid unsafe situations and assess tour activities for potential hazards or critical points.
Informing guests of relevant safety procedures when necessary, keeping the relevant emergency numbers and being aware of the closest medical facilities is a must.
Hosts must never be intoxicated on a tour/experience. Drinking alcohol is forbidden if wine or beer tastings are not included in the tour for guests (for example, Wine & Tapas tour).
In addition, hosts commit to never purchasing an alcoholic drink for a minor.
Possession or use of illegal drugs on tour will result in instant removal from Resfeber platform.
Emotional or intimate involvement with any guest – whether real or perceived, and as assessed by Resfeber in its sole discretion, will lead to the instant removal from the platform. Resfeber hosts are in a position of trust and are expected to act accordingly at all times while on a tour.
Hosts should never enter guests’ hotel rooms to avoid any possible misunderstandings or misinterpretations.
Code of Conduct for Resfeber Guests
Resfeber connects guests to local hosts around the world, offers genuine experiences and builds bridges between cultures.
To ensure the connections created are mutually beneficial and respectful, any usage of the Resfeber platform must be in line with our Code of Conduct by which users agree:
1. To respect the professionalism of their local host
2. To not behave in an offensive, aggressive, threatening, harassing, racist or xenophobic nature, or with sexual connotations, inciting violence, discrimination or hatred towards their local host and surrounding people
3. To not to try to bypass the online booking system of the Platform and arrange a tour without booking it on the platform
4. To not contact a Resfeber host for a purpose other than:
- Arranging details of the booking for a Resfeber experience;
- Arranging details of the meeting with the host;
- Asking for local tips & advice
5. To respect local customs and rules & regulations
Resfeber Services to Guests
Resfeber is an online platform for travelers seeking to engage with locals all over the world to offer them the most outstanding eat experiences, tours and activities. We are a marketplace where demand (travelers) meets supply (local hosts).
Through our website, travelers can book experiences, tours and activities with local hosts all over the world.
By making a reservation through our platform, guests enter into a direct contractual relationship with the host with whom they make a reservation. From the point when the booking is made, Resfeber acts solely as an intermediary between the guest and the host. Resfeber is not a party to any agreement between the guest and the host and is not liable for any (attributable) failure to perform or other damages arising out of this relationship.
With every booking it is required that at least on person from 18 years or older is present during the experience.
Resfeber Services to Hosts
Resfeber is an online platform for locals seeking to engage with travelers from all over the world to offer them the most outstanding eat experiences, tours and activities. We are a marketplace where demand (travelers) meets supply (local hosts).
Resfeber offers local hosts and guides the possibility to offer tours and activities to guests via the platform (website and app) as well as through partnerships with other companies.
Resfeber promotes the host's profile as well as offerings and help them succeed in their endeavor as a Resfeber host.
Diversity, Equity and Inclusion
By facilitating access to different cultures and everything the world has to offer, we hope
to inspire people to learn, create equity in pay for local hosts and increase awareness and
empathy to spark positive change. This intention underpins everything we do.
We believe that celebrating the diversity of our local host community, all of
our guests, and our team will make the world a better place.
When you register with us through the Site or Application and when you choose to serve as a host or book as a traveller, or when you wish to contact another visitor via our Site, we will ask you for personal data that can identify you and be used to contact you ("Identity Information"). Identity Information includes, but is not limited to; your name, phone number, email address, home address, but does not include your credit card number or banking information.
2. Processing of personal data
We may process your personal data for the following purposes:
Providing our services
Resfeber might process your personal data to provide its services. For example, personal data is processed in order to set up your Resfeber account, allow you to book an event through, and submit reviews to the Site, App or third-party widgets.
For this purpose, Resfeber processes the following personal data: name, phone number, email address, home address, IP address, Resfeber Account profile data.
Resfeber is allowed to process personal data for this purpose because it is necessary for the execution of the contractual agreement with customers.
Resfeber processes personal data to handle questions and requests. This processing is necessary to provide our services.
For this purpose, Resfeber processes your name and email address and booking information
Resfeber is allowed to process personal data for this purpose because it is necessary for the legitimate interest of Resfeber (or a third party), essentially to enable Resfeber to adequately respond to questions and requests
Resfeber processes personal data for (direct) marketing purposes. This means that Resfeber can contact customers to draw attention to our products.
For this purpose, Resfeber processes the following personal data: website behaviour, IP address, email address, post address, phone number, online identifiers, booking information, location and account information.
Resfeber is allowed to process personal data for this purpose when individuals have given consent or when Resfeber has a legitimate interest to process the personal data. Depending on the ground of processing (legitimate interest versus consent), you have the right to withdraw your consent at any time or have the right to object to the processing of your personal data for direct marketing purposes at any time. The withdrawal or exercise of your right of objection shall not affect the lawfulness of processing prior to the withdrawal or exercise of the right of objection.
3. Categories of recipients
It may be necessary for Resfeber to disclose your personal data whether by law, possibly in the context of litigation, legal process and / or by request from public or governmental authorities within or outside of your country of residence. We may also disclose your personal information if we determine that disclosure is necessary or appropriate for purposes of law enforcement, national security or to prevent or stop any activity we may consider to be, or to pose a risk of being, illegal, unethical or legally actionable.
We will disclose any information about you to our insurance services providers if we consider it necessary in order to protect the property and rights of Resfeber or a third party, and / or to protect the safety of the public or any person.
In order to provide and improve our services, we will share information with third parties when needed.
If you make a booking, Resfeber will share the following information about you with the host: (i) your first and last name, and (ii) a link to your Resfeber Account. This information will enable the host to decide whether to confirm or reject the booking. When a booking is confirmed, we will also share your telephone number with the host. Under no circumstance is your billing information ever shared with a host.
We may employ third party companies and individuals to help improve or facilitate our service, to provide the service on our behalf, to perform Platform-related services, including but not limited to: maintenance services, fraud detection services, database management, web analytics, monitoring and evaluation services.
Your personal information is only processed when an adequate level of protection can be provided.
Your personal information may be disclosed to third parties located outside the European Economic Area (“EEA”), mainly in the US. For such transfers, Resfeber relies on the EU-U.S. Privacy Shield to provide an adequate level of protection for the rights and freedoms of data subjects or Resfeber will take other measures considered adequate to guarantee a safe transfer of your personal data.
6. Your rights and how to exercise them
We respect the exercise of the rights you have in relation to the personal data we process or use.
You can request access to or a copy of your personal data collected and processed by us. You may also request the rectification and removal of personal data or the restriction of the processing of your personal data, if there is a reason for doing so. You also have the right to data portability. You also have the right to object to a processing on grounds relating to your particular situation or against the processing of your personal data for direct marketing purposes. More information on your rights is available at https://autoriteitpersoonsgegevens.nl/nl/onderwerpen/avg-nieuwe-europese-privacywetgeving/rechten-van-betrokkenen.
To exercise these rights, please contact our Privacy team via dpo@Resfeber.com. To prevent misuse, we may ask you to identify yourself. The law determines whether you can exercise a certain right in a given situation. You should therefore bear in mind that we are not always able to execute your right; at full.
Want to delete all your data? We're here to help.
Please contact our customer support team at info@Resfeber.com or send an email directly to our data privacy team at dpo@Resfeber.com.
We take security very seriously.
Resfeber is very concerned with safeguarding your information. We take the appropriate technical and organisational measures to safeguard your personal data. The Site uses a reliable SSL Certificate to make sure your personal data does not fall into the wrong hands.
In the event of any breach of security Resfeber will make any legally required disclosures concerning the breach and the confidentiality, or integrity of your unencrypted electronically stored "personal data" to you via email or via a posting on the Site and Application without unreasonable delay in as far as it is consistent with any legitimate needs of law enforcement and any measures required to determine the scope of the breach and to safeguard the integrity of data.
8. Retention periods
We do not keep your personal data longer than necessary for the purpose of the processing.