Partner policy for D&B Multiservices
Turismo
This policy sets out the terms for hotels, guesthouses, vehicle rental companies, tour guides, restaurants, and event organisers (“Partners”) participating on the D&B Multiservices Turismo platform in São Tomé and Príncipe.
Scope and definitions
Platform: D&B Multiservices Turismo’s marketplace connecting travellers to Partner services.
Partner: Any business offering services (accommodation, transport, tours, dining, events) through the Platform.
Booking: A confirmed reservation or purchase made via the Platform.
Platform service fee: The fee charged by the Platform for facilitating Bookings.
Fees and payment
Service fee: A platform service fee of 2% applies to the gross value of each Booking made through the Platform.
Settlement: The Platform will remit Booking proceeds to Partners net of the 2% service fee.
Timing: Standard settlement: within 7 business days after service delivery or guest check-out, unless otherwise agreed in writing.
Currency: Payments are processed in the currency displayed at checkout; exchange differences are borne by the Partner.
Taxes: Partners are responsible for assessing, collecting, reporting, and remitting all applicable taxes (e.g., VAT, municipal or tourism taxes).
Invoices: Partners authorize the Platform to issue self-billing statements reflecting Bookings, fees, adjustments, and net payouts.
Adjustments: Chargebacks, refunds, cancellations, or fraud-related reversals will be deducted from future payouts or invoiced to the Partner if insufficient funds exist.
Late payments: Any amounts due to the Platform (e.g., negative balances) must be settled within 10 business days; late amounts may accrue reasonable administrative charges.
Partner obligations
Accuracy: Provide complete, accurate, and up-to-date listings, prices, availability, and service descriptions.
Compliance: Operate with all required licenses, permits, insurance, and legal compliance (including health, safety, transport, and tourism regulations).
Service quality: Deliver services as described, on time, and to professional standards; address customer issues promptly and respectfully.
Pricing parity: Offer prices and availability equal to or better than publicly available direct channels, unless a prior written exception is agreed.
Responsiveness: Acknowledge Platform and customer communications within 24 hours for operational matters and 48 hours for non-urgent issues.
Cancellations: Notify the Platform immediately of any changes, overbookings, or cancellations; collaborate on guest relocation or alternatives where feasible.
Booking, cancellations, and refunds
Policies: Partners must publish clear cancellation, modification, and refund terms; these become binding once displayed on the Platform.
Guest-initiated changes: Refunds or modifications are processed per the Partner’s published policy.
Partner-initiated cancellations: If the Partner cancels, the Partner bears reasonable costs (e.g., guest relocation, rate difference) as coordinated with the Platform.
No-shows: Handled according to the Partner’s published policy; documentation may be required.
Disputes: Provide evidence (e.g., logs, messages, photos) upon request to resolve Booking disputes.
Content and branding
License: Partners grant the Platform a non-exclusive, royalty-free license to use Partner trademarks, logos, images, descriptions, and rates to market services.
Standards: Content must be accurate, lawful, non-infringing, and free of misleading claims; Partners are responsible for rights to all media provided.
Updates: Partners must keep content current; the Platform may edit for formatting without altering meaning.
Data protection and privacy
Customer data: Use customer data solely to fulfill Bookings and provide agreed services; do not sell or misuse customer data.
Security: Maintain reasonable administrative, technical, and physical safeguards to protect data.
Compliance: Adhere to applicable data protection laws; promptly notify the Platform of any data incident affecting Platform-originated customer data.
Conduct and compliance
Legal standards: No unlawful, discriminatory, fraudulent, or harmful practices.
Health and safety: Maintain appropriate safety measures, hygiene standards, and insurance coverage relevant to services offered.
Reviews: Do not manipulate ratings or reviews; encourage genuine feedback only.
Platform rights
Verification: The Platform may request documentation to verify legality, quality, pricing, and availability.
Suspension: The Platform may suspend or remove listings for non-compliance, poor performance, or risk concerns.
Updates: The Platform may update technical or operational requirements; Partners agree to reasonable cooperation.
Liability and indemnity
Partner responsibility: Partners are solely responsible for the delivery and safety of their services and for obligations to customers.
Indemnity: Partners agree to indemnify and hold harmless the Platform from claims arising out of Partner services, content, or legal non-compliance.
Limitation: To the maximum extent permitted by law, the Platform’s liability to the Partner is limited to the total service fees paid by the Partner in the preceding 6 months.
Term, termination, and survival
Term: This policy applies from the date the Partner begins listing on the Platform.
Termination: Either party may terminate with 14 days’ written notice; immediate termination may occur for material breach, illegality, or risk to customers.
Survival: Fee obligations, indemnities, data and confidentiality duties, and dispute terms survive termination.
Dispute resolution and governing law
Good-faith resolution: Parties will attempt to resolve disputes through good-faith discussions within 15 days of notice.
Escalation: If unresolved, disputes may proceed to mediation or competent courts in São Tomé and Príncipe.
Law: Governed by the laws of São Tomé and Príncipe.
Amendments and notices
Updates: The Platform may amend this policy with notice; continued use after the effective date constitutes acceptance.
Notices: Provided via registered email or the Partner portal and deemed received within 2 business days.
Acceptance
By listing services on D&B Multiservices Turismo, the Partner acknowledges and agrees to this Partner Policy, including the 2% platform service fee. If you need custom terms (e.g., special settlement cycles or negotiated rates), contact us to arrange a written addendum.