Terms of Service

1. What Guidelo is

Guidelo is a marketplace that connects travellers with independent local guides in Lombok, Indonesia. We provide the platform, booking tools, chat and payment handling. The tour itself is provided by the guide, who is an independent professional and not our employee or agent. The contract for each tour is between the traveller and the guide.

2. Accounts

• You must be at least 18 to create an account. Parents or guardians may book for minors.
• Give accurate information and keep your sign-in secure. You are responsible for activity on your account.
• Guides and administrators must use two-factor authentication.

3. Guides

• Guides must provide truthful profiles, identity documents and prices, and must hold any licence, permit or insurance that the law or the activity requires.
• We review identity documents before listing a guide. A "Verified" badge means this review was passed. It is not a guarantee of quality, safety or licensing.
• Guides set their own prices and availability and are responsible for running the tour safely and as described.

4. Booking process

A booking starts as a request. The guide has a limited time to accept or decline (shown on the booking). After acceptance you have a limited time to pay. The booking is confirmed only when payment is received. If a deadline passes, the request expires and any payment arriving late is refunded. All times are Lombok time (WITA).

5. Prices and fees

Prices are in Indonesian rupiah (IDR). Other currencies shown on the site are estimates. The total, including our service fee, is shown before you pay and is the amount you are charged.

6. Payments

Payments are processed by our payment provider Midtrans. Your payment is collected through Guidelo and passed on to the guide after the tour is completed. Do not pay a guide outside Guidelo for a tour you booked here.

7. Cancellations and refunds

• If you cancel before the guide accepts, nothing is charged.
• If you cancel a confirmed booking at least 48 hours before the start, you receive a full refund; between 24 and 48 hours, 50%; less than 24 hours before the start or if you do not show up, no refund.
• If the guide cancels a confirmed booking, you receive a full refund.
• The exact refund is shown before you confirm a cancellation. Refunds go back to the original payment method where possible, otherwise by bank transfer arranged by our team, and can take several business days.

8. During the tour

Outdoor activities such as hiking, snorkelling and boat trips carry real risk, including weather, sea and terrain. Follow your guide's instructions, tell the guide about health conditions that matter, and take part at your own risk. Tours may be changed or cancelled for safety or weather; in that case the refund rules above apply.

9. Reviews

Only travellers with a completed booking can review, within 30 days. Reviews must be honest and based on your own experience. Guides may reply once but cannot edit or remove reviews. We may hide reviews that break these terms (for example abuse, personal data or spam).

10. Chat and keeping bookings on Guidelo

Chat is for arranging the booked tour. Contact details are hidden until the booking is confirmed and the tour is near. Do not use Guidelo to find customers and then take bookings or payments elsewhere; this removes the protection described in these terms and can lead to suspension.

11. Not allowed

• False or misleading information, impersonation, or fake bookings and reviews.
• Harassment, discrimination, illegal activity or anything unsafe.
• Scraping, interfering with the service, or trying to bypass security or contact-hiding.

12. Our responsibility

We provide the platform "as is" and work to keep it available and accurate. As we are not the tour provider, we are not responsible for what guides or travellers do or fail to do. To the extent the law allows, our total liability for any claim connected to a booking is limited to the amount you paid for that booking. Nothing in these terms limits liability that cannot be limited by law, including for death or personal injury caused by negligence or for fraud.

13. Suspension and closing accounts

We may warn, restrict or suspend accounts that break these terms or put others at risk. You can ask us to close your account at any time; bookings already confirmed must still be honoured or cancelled under the rules above.

14. Governing law, changes and contact

These terms are governed by the laws of the Republic of Indonesia. Please contact us first so we can try to resolve a problem together. We may update these terms; the date above shows the current version, and continuing to use Guidelo after a change means you accept it. Email us at guidelolombok@gmail.com.