Serendipity Terms and Conditions
Introduction
These general terms and conditions (hereinafter, “Terms and Conditions”) regulate access and use of the Serendipity website (hereinafter, “Website”), as well as the contracting of services and experiences offered by Serendipity (hereinafter, “we”, “our” or “the company”). By using our Website or contracting our services, you (hereinafter, “Client”) agree to comply with these Terms and Conditions. It is recommended that you read them carefully and review them periodically as they may be modified without prior notice.
2. Definitions
To facilitate the understanding of these Terms and Conditions, the following definitions are established:
- “Customer”: Natural or legal person who contracts the services offered by Serendipity.
- “Supplier”: Third parties selected by Serendipity to provide the services and products included in the contracted experiences.
- “Experience”: A set of services, products or activities offered by Serendipity, which may include accommodation, transportation, recreational activities, among others.
- “Contract”: Formal agreement between the Client and Serendipity for the provision of experience services.
- “Third parties”: Any person or entity that is not a party to this Agreement, including but not limited to Suppliers.
- Object of the Contract
The purpose of these Terms and Conditions is to establish the bases and conditions under which Serendipity provides its intermediation services in the organization and management of personalized experiences. Serendipity facilitates the contracting of services provided by selected Providers, guaranteeing the quality and safety of the experiences.
- Scope of Services
Serendipity acts as an intermediary between the Client and the Suppliers. Although we carry out a rigorous selection of Providers to guarantee the quality of the experiences, Serendipity does not assume direct responsibility for the services provided by third parties, unless expressly indicated otherwise.
4.1. Intermediation Services
Serendipity provides intermediation services, coordinating the booking and contracting of experiences with selected Providers. Serendipity’s responsibilities include:
- Supplier Selection: We carry out an exhaustive selection process to ensure that all Suppliers meet the required quality and safety standards.
- Coordination of Experiences: We are in charge of coordinating all logistical aspects related to the experiences, from the reservation to the completion of the service.
- Customer Service: We offer continuous support before, during and after the experience to resolve any incident or query.
4.2. Limitations of Liability
Serendipity will not be responsible for:
- Damage, loss or injury suffered by the Customer as a result of the negligence or default of a Supplier.
- Errors or omissions in the information provided by the Suppliers.
- Non-compliance by Suppliers, including but not limited to cancellation of services, changes in itineraries or modifications in the availability of experiences.
- Force majeure events that prevent the provision of services, such as natural disasters, armed conflicts, health emergencies, among others.
- Reservation Conditions
Experience bookings with Serendipity are subject to the following conditions:
5.1. Reservation Process
Reservations must be made through our Website, by email, or through third-party platforms authorized by Serendipity. The Client must provide the information required for the reservation, including but not limited to, personal data, experience preferences, and payment method.
5.2. Reservation Confirmation
Once the Client has made the reservation request and the corresponding payment, Serendipity will send a confirmation by email that will include the details of the contracted experience. This confirmation constitutes acceptance of the contract and the Client’s obligation to comply with the Terms and Conditions.
5.3. Payments
Payment for experiences must be made in full at the time of booking, unless otherwise agreed. Serendipity accepts various forms of payment, including credit cards, bank transfers, and other methods available on our Website.
5.4. Prices
Experience prices are subject to change without prior notice. The final price will be confirmed at the time of booking and will be reflected in the booking confirmation. In case of significant changes in prices after confirmation of the reservation, the Client will have the right to cancel the reservation without penalty.
5.5. Taxes and Fees
All prices indicated include applicable taxes, unless otherwise indicated. Serendipity reserves the right to apply additional charges for local fees, government taxes or other items required by applicable law.
- Cancellation and Refund Policy
Cancellation of reservations and refund requests are subject to the following conditions:
6.1. Cancellation by the Client
- Cancellation in advance: If the Client cancels the experience more than 48 hours before the start date, they will be entitled to a full refund, less a 10% administration fee.
- Late Cancellation: Cancellations made within 48 hours prior to the start of the experience will not be refundable, except in exceptional circumstances (e.g. serious illness, family emergencies).
- Modifications: The Client may request modifications to the reservation, such as changes in dates or adjustments in the number of participants, more than 48 hours in advance. Serendipity will do its best to accommodate such requests but does not guarantee availability.
6.2. Cancellation by Serendipity
Serendipity reserves the right to cancel any experience for safety reasons, adverse weather conditions, or any other circumstances beyond its control. In such cases, the Client will be entitled to a full refund or reschedule the experience at a later date.
6.3. Refund Procedure
Refunds will be processed within 14 business days of cancellation confirmation. The refund will be made using the same payment method used for the original reservation, unless otherwise agreed.
- Obligations of the Client
By contracting the services of Serendipity, the Client agrees to comply with the following obligations:
7.1. Compliance with Standards and Policies
The Client agrees to comply with all applicable laws, regulations and policies during participation in the experiences. This includes, but is not limited to, safety standards, local regulations, and Provider policies.
7.2. Physical and Mental Conditions
It is the Client’s responsibility to ensure that their physical and mental state is adequate to participate in the contracted experience. Serendipity will not be liable for any damages, injuries or losses resulting from participation in experiences for which the Client is not fit.
7.3. Insurance
It is strongly recommended that the Client takes out appropriate insurance to cover accidents, illnesses, cancellations and other possible risks associated with participation in the experiences. Serendipity will not be responsible for any costs arising from the Client’s lack of insurance coverage.
7.4. Property Damage
The Client will be responsible for any damage, loss or damage caused to the Provider’s property during the experience. This includes, but is not limited to, damage to facilities, equipment or any other property owned by the Supplier.
- Serendipity Responsibilities
Serendipity is committed to the following responsibilities:
8.1. Supplier Selection
We carry out a rigorous selection of Providers to ensure that all experiences offered meet the highest standards of quality and safety. We maintain a continuous evaluation and supervision process to ensure that Suppliers meet our expectations.
8.2. Quality Guarantee
We strive to ensure that all experiences meet Customer expectations. In the event that the Customer is not satisfied with the experience, Serendipity will investigate the complaint and take any necessary corrective action.
8.3. Dispute Mediation
In the event of any dispute between the Client and a Supplier, Serendipity will act as an intermediary to facilitate an amicable resolution. Although Serendipity assumes no responsibility for the actions of Providers, we will do our best to ensure a fair resolution.
9. Intellectual Property
All content, design, logos, text, graphics, images, and other materials available on the Serendipity Website are the property of the company or its licensors, and are protected by applicable intellectual property laws. The Client may not use, reproduce, distribute, modify, or create derivative works from the content of the Website without the prior written authorization of Serendipity.
10. Confidentiality and Data Protection
Serendipity is committed to protecting the privacy and confidentiality of Client’s personal information in accordance with applicable data protection laws and regulations. The personal information provided by the Client will be used exclusively for the provision of the contracted services, and will not be shared with third parties without the express consent of the Client, except in cases permitted by law.
11. Jurisdiction and Applicable Legislation
These Terms and Conditions shall be governed by and construed in accordance with the laws of Australia. Any dispute arising in connection with these Terms and Conditions shall be subject to the exclusive jurisdiction of the competent courts of Brisbane, Queensland, Australia.
12. Modifications to the Terms and Conditions
Serendipity reserves the right to modify these Terms and Conditions at any time without prior notice. Modifications will come into effect immediately upon publication on the Website. The Client is recommended to regularly review the Terms and Conditions to stay informed of any changes.
13. Acceptance of Terms and Conditions
By using the Serendipity Website or contracting our services, the Client declares that he or she has read, understood and accepted these Terms and Conditions in their entirety. If the Client does not agree with any provision of these Terms and Conditions, they must refrain from using the Website and contracting the services of Serendipity.