Terms and Conditions

1. Introduction and Scope

1.1 Agreement Overview

These Supplier Terms and Conditions (the "Agreement") constitute a legally binding contract between Kipgo Pvt. Ltd, a company incorporated under the laws of Pakistan ("Kipgo", "we", "us", or "our"), and you, the individual or legal entity registering as a service provider on our platform ("Supplier", "you", or "your").

By completing the supplier registration process, creating listings, or otherwise accessing supplier-facing features of the Kipgo platform, you acknowledge that you have read, understood, and agree to be bound by this Agreement in its entirety.

1.2 Platform Purpose and Authorisation

Kipgo operates a comprehensive online travel marketplace that connects travelers ("Customers") with local tourism service providers across Pakistan. By registering as a Supplier on the Platform, you expressly authorise Kipgo to act on your behalf to facilitate all aspects of the booking process, including but not limited to: collecting and processing payments from Customers, managing booking confirmations and cancellations, handling refunds and disputes, processing payouts to your designated bank account, and communicating with Customers regarding bookings. This authorisation is essential for the Platform to operate and is a condition of your participation as a Supplier.

The platform enables Suppliers to create and manage service listings, receive confirmed bookings from Customers, communicate with Customers regarding bookings, receive payouts for completed services, and build reputation through verified reviews.

1.3 Relationship of Parties

Kipgo acts solely as a technology platform facilitating connections between Suppliers and Customers. Nothing in this Agreement creates any partnership, joint venture, employment, franchise, or agency relationship between Kipgo and any Supplier. Suppliers are independent service providers who operate independently and at their own risk, enter into direct service contracts with Customers, bear full responsibility for service delivery, and maintain all required licenses, permits, and insurance.

1.4 Incorporated Documents

This Agreement incorporates by reference the Privacy Policy, Content Guidelines, and Dispute Resolution policy, which form an integral part of your contractual obligations.

You are required to review and comply with all incorporated documents. In the event of any conflict between this Agreement and any incorporated document, this Agreement shall prevail unless the incorporated document explicitly states otherwise.

2. Definitions

Unless otherwise expressly defined, the following terms shall have the meanings set forth below throughout this Agreement:

3. Supplier Registration

3.1 Eligibility Requirements

To register as a Supplier on the Platform, you must meet all of the following criteria:

• (a)Be at least eighteen (18) years of age if registering as an individual
• (b)Possess full legal capacity to enter into binding contracts under Pakistani law
• (c)Hold all licenses, permits, and authorizations required under applicable law to offer the services you intend to list
• (d)Have authority to bind the legal entity you represent, if registering on behalf of a company or organization
• (e)Not be subject to any suspension, debarment, or blacklist status by any regulatory body, tourism authority, or this Platform

3.2 Registration Process

The registration process requires submission of information including but not limited to: full legal name and contact details (email, phone number), business name and type (if applicable), valid government-issued identification (CNIC for Pakistani nationals, passport for foreign nationals), business registration documents (for registered entities), bank account details for payout purposes (IBAN, account title), National Tax Number (NTN) if registered with FBR, physical business address and operational regions, and selection of supplier category.

3.3 Accuracy of Information

You represent and warrant that all information submitted during registration and subsequently is true, accurate, complete, and current. You agree to promptly update any information that changes. Kipgo is not responsible for any errors, misdirected payouts, failed communications, or other consequences arising from inaccurate or outdated registration information.

3.4 Single Account Policy

Each legal entity or individual may maintain only one Supplier account. Creating multiple accounts to circumvent platform policies, manipulate visibility, or avoid suspension is strictly prohibited and will result in immediate termination of all associated accounts without possibility of payout for pending earnings.

4. Account Approval

4.1 Verification Process

All Supplier registrations are subject to verification and approval by Kipgo. The verification process may include review of submitted documentation for completeness and authenticity, verification of identity documents against government databases, confirmation of bank account ownership, phone or video verification calls, on-site inspections for accommodation providers, and background checks as deemed necessary.

4.2 Approval Timeline and Notification

Supplier applications are typically reviewed and processed within 12 to 24 hours of submission, though this timeframe is not guaranteed and may vary based on verification complexity and volume.

Upon approval, you will receive an email notification confirming your account status along with your assigned commission rate. Once approved, you may immediately begin creating Listings and accessing all supplier features within the Dashboard.

4.3 Effect of Suspension

When a Supplier account is suspended, Dashboard access is immediately revoked and all active Listings are automatically deactivated and removed from public view. However, existing confirmed bookings remain valid and must be honored.

Upon reactivation of a suspended account, Listings are restored to their original statuses prior to suspension, and Dashboard access is reinstated.

4.4 Discretionary Approval

Kipgo reserves the absolute right to approve or reject any Supplier application at its sole discretion, without obligation to provide detailed reasons. Factors that may influence approval include but are not limited to: completeness of documentation, verification results, service quality indicators, market conditions, and platform capacity.

4.5 Account Security

You are solely responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. You must immediately notify Kipgo of any unauthorized access or security breach. Kipgo shall not be liable for any loss arising from unauthorized use of your account where such use resulted from your failure to protect your credentials.

5. Supplier Types

5.1 Supplier Categories

The Platform recognizes five distinct Supplier categories, each with specific permissions and listing types. Stays include hotels, guesthouses, homestays, and other accommodation providers who may create Room listings. Tour Operators are registered tour companies and agencies who may create Tour and Trek listings. Rentals are vehicle rental businesses who may create Car and Bike listings. Activity Providers are adventure and recreational activity operators who may create Activity listings. Tour Guides are individual guides offering personalized experiences who may create Experience listings.

5.2 Category Selection

You select your Supplier category during the registration process based on the nature of services you intend to offer. You may only create Listings within the categories permitted for your Supplier type. Requests to change Supplier category must be submitted to Kipgo support and are subject to additional verification.

6. Listing Creation

6.1 Listing Requirements

Each Listing must accurately and completely describe a single service offering and include, at minimum: a clear, descriptive title; an accurate and comprehensive description of the service; complete pricing information including all mandatory fees; original photographs that accurately represent the service; clear inclusions and exclusions; geographic location and meeting points (where applicable); and duration, itinerary, or other service-specific details.

6.2 Photography Standards

All photographs must be original images of the actual service, location, vehicle, or accommodation; be owned by you or properly licensed for commercial use; accurately represent the current condition and appearance; and be free of text overlays, watermarks, logos, or promotional banners.

Prohibited: AI-generated images, stock photos without proper licensing, images from other businesses, screenshots of promotional materials, and any images that misrepresent the service.

6.3 Content Accuracy

All Listing content must be truthful, accurate, and not misleading. Descriptions must not contain exaggerations, false claims, or material omissions. Kipgo reserves the right to edit, correct, or remove Listings that contain inaccurate or misleading information.

6.4 Amenities and Features

For accommodation providers (Stays), you must only select amenities that are actually present and available at your property. Selecting amenities you do not have—such as marking "Swimming Pool" or "Air Conditioning" when these are not available—is considered misrepresentation and may result in customer disputes, negative reviews, refunds at your expense, and potential account suspension. If an amenity becomes temporarily unavailable, you must update your property profile immediately to reflect the current state of your property.

6.5 Prohibited Content

Listings may not contain contact information encouraging off-platform communication (phone numbers, WhatsApp, social media handles), links to external websites or booking platforms, discriminatory language or content, illegal services or activities, or competitor references or disparaging remarks.

7. Listing and Edit Approval

7.1 New Listing Approval

All new Listings (except Rooms) are subject to review and approval before becoming visible to Customers. The review process includes verification of content accuracy, photography quality, pricing reasonableness, compliance with Content Guidelines, and proper categorization.

Listing reviews are typically completed within 1 to 3 business days, though this timeframe is not guaranteed and may vary based on review volume and complexity. Upon approval, your Listing immediately becomes live and available for booking on the Platform, and you will receive an email notification confirming the approval.

7.2 Room Listings Exception

Room listings do not require approval and become live immediately upon creation. This operational flexibility is provided to accommodate the dynamic nature of accommodation inventory. However, this exception carries heightened responsibility: Stay providers must ensure all Room content strictly adheres to Content Guidelines and Platform policies. Abuse of this privilege through posting inappropriate, misleading, or policy-violating content will result in immediate content removal, account suspension, and potential permanent termination.

7.3 Listing Edit Process

For Tours, Treks, Activities, Experiences, Cars, and Bikes, edits to existing Listings require approval before taking effect. While your edit is under review, the original Listing remains live and bookable. Upon approval, your Listing is updated with the new content; upon rejection, the original remains unchanged and you will receive feedback explaining why.

Edit reviews are typically completed within 1 to 3 business days, though this may take longer during peak seasons or high submission periods. You will receive an email notification when your edit is approved or rejected. Room listings are exempt from this process and may be edited without approval.

7.4 Edit Policy

We strongly encourage Suppliers to submit accurate and complete Listings from the outset. Frequent edits create administrative burden and delay approval times for everyone. Legitimate reasons for edits include seasonal pricing adjustments, updated itineraries, new photography, or genuine operational changes. However, submitting incomplete Listings and filling in details through multiple edits, making trivial changes, or repeatedly resubmitting rejected content without addressing feedback is discouraged.

Kipgo monitors edit patterns across all accounts. Suppliers who demonstrate excessive or frivolous editing may receive a warning, face temporary restrictions on submitting edits, or in severe cases, have their Listings or account suspended. Our goal is to maintain a fair and efficient review process for all Suppliers.

7.5 Availability Updates

Availability and calendar changes do not require approval and take effect immediately. This enables Suppliers to respond to operational needs in real-time.

7.6 Listing Statuses

Listings may exist in the following statuses: In Review (submitted and awaiting approval), Live (approved and visible to Customers), Deactivated (temporarily disabled by you but can be reactivated), Deleted (removed from your account and not recoverable by you), or Not Approved (declined with feedback requiring revision).

7.7 Listing Deactivation and Deletion

You may deactivate any live Listing at any time. Deactivated Listings are removed from search results and new bookings are disabled, but existing confirmed bookings must still be honored. You may reactivate a deactivated Listing at any time without requiring re-approval, unless you make content changes.

You may delete a Listing only if it has no pending or confirmed bookings. Deleted Listings are immediately removed from your Dashboard, search results, and all public-facing areas of the Platform. You cannot recover or reactivate a deleted Listing.

Data Retention: When you delete a Listing, Kipgo retains the underlying data indefinitely in our records. This retention is necessary to maintain the integrity of historical bookings, financial records, payout calculations, customer reviews, dispute resolution records, and regulatory compliance. The retained data is not visible to you or to Customers but may be accessed by Kipgo for operational, legal, or audit purposes.

8. Pricing

8.1 Price Setting

Suppliers are solely responsible for setting prices for their Listings. All prices must be entered in Pakistani Rupees (PKR). The Platform may display converted prices to international Customers for their convenience. Kipgo may process Customer payments in any currency, including PKR for local transactions and USD or other currencies for international transactions. All Supplier payouts are processed in Pakistani Rupees (PKR). By listing services on the Platform, you authorise Kipgo to process Customer payments in any currency and convert funds to PKR for your payouts at prevailing exchange rates where applicable.

8.2 Base Price

The "Base Price" is the primary price displayed for your Listing across the Platform, search results, and any marketing channels. For Tours, Treks, Activities, and Experiences, this is typically the adult per-person rate. For Rooms, this is the nightly rate. For Cars and Bikes, this is the daily rental rate. The Base Price serves as the reference price for Customers when browsing and comparing Listings.

8.3 Price Inclusions

Listed prices must include all mandatory fees and charges. Additional charges not disclosed in the Listing may not be collected from Customers after booking. Optional add-ons and extras must be clearly identified with their associated prices.

8.4 Pricing Structures by Listing Type

The Platform supports different pricing structures depending on the listing type:

Tours, Treks, Activities, and Experiences: Per-person pricing with tiered rates based on participant category. You must set a base price tier (e.g., "Adults" with an age range and per-person price). You may optionally add secondary price tiers for different categories such as Children, Seniors, Students, or Infants, each with their own age range and pricing. Add-ons may be configured as per-person or per-booking charges.

Cars and Bikes: Simple daily rental rates. You set a single price per day, with optional add-ons that may be charged per-day or per-booking (e.g., GPS device, child seat, helmet).

Rooms: Nightly rates. You set a price per night and may optionally offer breakfast at an additional per-person charge. Room availability is managed by specifying the number of rooms available on each date.

You are responsible for configuring accurate pricing during listing creation and maintaining it over time.

8.5 Price Parity

You agree not to offer lower prices for identical services on other platforms, your own website, or through direct bookings for the same dates. Price undercutting undermines platform integrity and constitutes a material breach of this Agreement.

8.6 Fair Pricing Review

Kipgo reserves the right to review and flag Listings with pricing that appears significantly above market rates, appears designed to manipulate search rankings, or may harm Customer trust. Such Listings may be temporarily hidden pending Supplier adjustment.

9. Availability Management

9.1 Calendar Maintenance

You are required to maintain accurate and up-to-date availability for all active Listings. Deliberate misrepresentation of availability to attract bookings is a material breach of this Agreement.

9.2 Marking Available Dates

For most listing types, you mark dates as available to accept bookings. Dates not marked as available will not be bookable by Customers. You are responsible for keeping your availability calendar current and accurate.

9.3 Availability by Listing Type

Group Tours and Treks: Specific departure dates with limited slots. When a booking is confirmed, available slots are automatically decremented. When a booking is cancelled, slots are automatically restored.

Rooms: Daily availability with room counts. When a booking is confirmed, the available room count is automatically decremented. When a booking is cancelled, room count is automatically restored for those dates (except check-out date).

Private Tours, Activities, Experiences, Cars, and Bikes: For these listing types, you are responsible for manually updating availability after each booking. If a date is booked, you must remove it from your available dates to prevent double-bookings.

9.4 System Limitations

While Kipgo employs automated availability management for Group Tours, Treks, and Rooms, we are not responsible for any system glitches, technical failures, or errors that may result in incorrect availability adjustments. You remain ultimately responsible for monitoring and correcting your availability as needed.

9.5 Overbooking Prevention

The Platform employs atomic database operations to prevent overbooking from concurrent reservation attempts. However, you remain responsible for ensuring your external availability (if any) is synchronized with the Platform.

10. Bookings

10.1 Booking Confirmation

Bookings made through the Platform are automatically confirmed upon successful payment. You agree to honor and fulfill all confirmed Bookings in accordance with the Listing description at the time of booking.

10.2 Booking Notification

Upon each confirmed Booking, you will receive notification via email and Dashboard alert. You are responsible for monitoring these channels and acknowledging Bookings promptly.

10.3 Listing Snapshot

At the time of Booking, the Platform captures a complete snapshot of the Listing details, including pricing, description, inclusions, and Supplier information. This snapshot preserves the exact terms agreed upon by the Customer and serves as the binding service agreement between you and the Customer. It is displayed on the booking details page accessible to both parties, included in booking confirmation emails and downloadable PDFs, and provides the basis for dispute resolution.

10.4 Service Delivery Obligation

You are solely responsible for delivering the booked service in the manner, time, location, and quality described in the Listing snapshot. Kipgo does not assume any liability for service quality, delays, safety incidents, or Customer dissatisfaction.

10.5 No-Show and Service Failure

Failure to deliver a booked service without proper cancellation will be treated as a service failure and may result in full refund to the Customer, forfeiture of the associated Payout, account suspension or termination, and reporting to relevant tourism authorities in severe cases.

11. Cancellations

11.1 Cancellation Windows

The Platform maintains configurable cancellation windows for each listing type. The default cancellation window is seven (7) days before the service start date. The cancellation deadline is calculated automatically and displayed to both Customers and Suppliers at the time of booking.

11.2 Customer Cancellations

Customers may cancel bookings before the cancellation deadline for a full refund. The cancellation is processed automatically, and the Customer receives their money back. Since the service was not rendered, no payout is generated for cancelled bookings.

Cancellations requested after the deadline has passed are generally not eligible for refund, as you may have already made preparations for the booking. However, Kipgo recognises that exceptional circumstances can arise, such as medical emergencies affecting the Customer or their immediate family, natural disasters or severe weather making travel impossible, government travel restrictions or advisories issued after booking, death in the Customer's immediate family, or other documented emergencies beyond the Customer's control.

In such cases, Kipgo may, at its sole discretion, approve a full or partial refund even after the cancellation deadline. The decision considers the nature of the emergency, supporting documentation provided, and how close to the service date the cancellation occurs. When a post-deadline refund is approved: if a full refund is approved, the Customer receives a complete refund and your payout for this booking is cancelled; if a partial refund is approved, the Customer receives a partial refund (the amount determined by Kipgo based on circumstances) and your payout is reduced by that refund amount, with the remaining balance processed in the next payout cycle.

You will be notified via email or Dashboard notification whenever a post-deadline refund is processed for one of your bookings, including the reason and the impact on your payout.

11.3 Supplier Cancellations Before Deadline

While both Suppliers and Customers have the technical ability to cancel bookings before the cancellation deadline, Suppliers are strongly discouraged from initiating cancellations. Supplier cancellations negatively impact Customer experience and platform trust. You should only cancel before the deadline under genuine exceptional circumstances such as Force Majeure events, severe weather conditions affecting safety, government travel restrictions or advisories, documented medical emergencies, or verified safety concerns.

Supplier-initiated cancellations trigger automatic notification to the Customer and initiate the refund process.

11.4 Supplier Cancellations After Deadline

If you need to cancel a booking after the cancellation deadline has passed, you must contact Kipgo support immediately. Post-deadline cancellations require manual review and approval. You must provide documentation supporting the exceptional circumstances requiring cancellation. Kipgo will work with both parties to resolve the situation appropriately.

11.5 Cancellation Penalties

Repeated or unjustified Supplier cancellations may result in reduced visibility in search results, warning notices on your profile, temporary suspension of listing privileges, or permanent removal from the Platform.

12. Commission Structure

12.1 Commission Model

Kipgo retains a percentage-based commission from each Booking as compensation for platform services. Commission rates are set individually for each Supplier during the approval process and may vary by listing type. Your commission rate is visible in your Dashboard under Profile > Account and is subject to change with reasonable notice.

12.2 Commission Calculation

Commission is calculated as follows:

Commission Amount = (Booking Total × Commission Rate) / 100

Supplier Payout = Booking Total - Commission Amount

Commission is calculated on the final booking amount after any discounts or coupon applications.

12.3 Commission Rate Changes

Kipgo may modify commission rates with at least fourteen (14) days written notice via email and Dashboard notification. All commission rate changes are recorded internally for audit purposes. If you do not agree to a commission rate change, you may terminate this Agreement as provided in Section 24.

12.4 What Commission Covers

Commission covers platform hosting and maintenance, customer acquisition and marketing, payment processing, customer support, booking management tools, and the review and rating system.

13. Coupons

13.1 Overview

Suppliers may create promotional coupon codes to offer discounts on their Listings. Coupons are an optional marketing tool that you can use to attract Customers, reward loyalty, or run seasonal promotions. By creating a coupon, you agree to honor the stated discount for all valid redemptions during the coupon's active period.

13.2 Financial Responsibility

You bear full financial responsibility for all discounts offered through your coupons. Coupon discounts are deducted from the booking total before Kipgo's commission is calculated, meaning you absorb the entire discount amount. Kipgo does not subsidize, match, or contribute to any Supplier-created promotions. You should carefully consider the financial impact before creating coupons, particularly high-value or unlimited-use promotions.

13.3 Restrictions and Prohibited Practices

To protect both Suppliers and Customers from unreasonable promotions, percentage discounts are capped at 30%, and flat discounts require a minimum booking amount of at least three times the discount value.

You may not use coupons to engage in deceptive pricing practices, including artificially inflating base prices before applying discounts, creating misleading "limited time" promotions that run indefinitely, or offering discounts that result in prices significantly below reasonable market value. Kipgo reserves the right to deactivate coupons and take action against accounts that abuse the coupon system.

13.4 Visibility

Coupons designated as public will be displayed on your Listing pages. Private coupons are not displayed publicly and are intended for direct distribution through your own marketing channels. You are responsible for any promotional claims you make about your coupons outside the Platform.

14. Payouts and Payments

14.1 Payment Collection

Kipgo collects payments from Customers on behalf of Suppliers. When a Customer completes a booking, Kipgo processes the payment and holds the funds until payout conditions are met. This payment collection model ensures secure transactions and simplifies the booking process for both parties.

14.2 Payout Timeline

Upon booking completion, your payout immediately appears in the Payouts section of your Dashboard and is automatically assigned to the relevant batch based on the due date. A holding period (typically 3 days) applies after completion, after which payouts are processed weekly on Mondays and funds are transferred to your registered bank account.

Payout processing may be delayed due to bank holidays, public holidays, strikes, or other circumstances beyond Kipgo's control. In such cases, payouts will be processed on the next available business day.

14.3 Payout Statuses

Each payout progresses through the following statuses: Upcoming means the payout is scheduled for a future batch and the holding period may still be active. Pending means the holding period is complete and the payout is included in the current or next batch awaiting processing. Processed means funds have been successfully transferred to your bank account. Hold means the payout is temporarily held due to a dispute, investigation, or verification issue. Cancelled means the payout was cancelled due to refund, chargeback, or policy violation.

14.4 Payout Statements

For each processed batch, a Payout Statement is generated and made available in your Dashboard. The statement includes a complete breakdown of all bookings included in the batch, the gross amount for each booking, commission deductions, and the net payout amount. Payout Statements serve as your record of earnings and may be used for accounting and tax purposes.

14.5 Payout Notifications

You will receive email notifications and Dashboard notifications when payouts are processed and funds have been transferred to your bank account.

14.6 Bank Account Requirements

You must provide valid bank account details before receiving your first payout. The account must be a Pakistani bank account with valid IBAN, in the name matching your registered identity or business name, and active and able to receive domestic transfers.

Bank account changes require verification and admin approval. Kipgo does not support payouts to mobile wallets (such as JazzCash, Easypaisa, or similar services). Only traditional bank accounts are accepted for payout purposes.

14.7 Payout Holds

Kipgo may temporarily hold payouts in situations including pending dispute resolution, suspected fraud or policy violation, customer complaint investigation, invalid or unverified bank details, or regulatory or legal requirements.

14.8 No Off-Platform Payments

You are strictly prohibited from soliciting, accepting, or encouraging Customers to make payments outside the Platform for any booking made or intended to be made through the Platform. Violation of this provision is a material breach resulting in immediate account termination and forfeiture of pending payouts.

14.9 Payout Discrepancies

While Kipgo strives for accuracy in all payout calculations and transfers, mistakes can occur on either side. You are responsible for reviewing your Payout Statements and verifying that the amounts received match your records. If you identify any discrepancy—whether an underpayment or overpayment—you must notify Kipgo within 30 days of the payout date by opening a support ticket.

In cases where Kipgo has transferred more than the correct amount due to system error, calculation mistake, or any other reason, you agree to return the excess amount promptly upon notification. Kipgo reserves the right to deduct overpaid amounts from future payouts. Failure to report known overpayments or refusal to return excess funds may be considered a breach of this Agreement.

Similarly, if Kipgo identifies an underpayment, the difference will be included in your next scheduled payout batch. We encourage all Suppliers to maintain their own records and reconcile regularly with the Payout Statements provided in the Dashboard.

15. Communication

15.1 Messaging System

The Platform provides an integrated messaging system for communication between Suppliers and Customers regarding confirmed bookings. Each booking has a dedicated conversation channel.

15.2 Communication Standards

All communications with Customers must be professional, courteous, relevant to the booking, timely and responsive, and conducted through the Platform messaging system.

15.3 File Sharing

You may share files (images, documents) with Customers through the messaging system. A limit of 15 files per conversation applies to prevent system abuse.

15.4 Prohibited Communications

You may not use the messaging system to share personal contact information for off-platform communication, solicit off-platform bookings or payments, send marketing or promotional messages unrelated to the booking, harass, threaten, or use inappropriate language, or share third-party contact information.

15.5 Platform Notifications

Kipgo communicates with Suppliers through two notification channels:

In-App Notifications: Real-time alerts delivered to your Dashboard for new bookings, customer messages, payout updates, review notifications, question submissions, and system announcements. Notifications are accessible via the notification bell icon and include direct links to relevant sections.

Email Notifications: Important updates sent to your registered email address, including account status changes, booking confirmations and cancellations, listing approval and rejection notifications, payout processing confirmations, new customer messages, new questions on your Listings, and dispute resolution outcomes.

15.6 Notification Responsibilities

You are responsible for maintaining a valid, accessible email address and regularly monitoring both your Dashboard notifications and email inbox. Failure to respond to time-sensitive notifications (such as booking confirmations or dispute inquiries) may negatively impact your account standing. Kipgo is not liable for any consequences arising from unread or missed notifications.

16. Reviews

16.1 Review System

Customers who complete a Booking may leave a review and star rating for the Supplier. Reviews are collected via secure, time-limited tokens sent after service completion.

16.2 Review Display

Approved reviews are displayed publicly on your Listings and profile. Kipgo does not edit or suppress legitimate reviews, even if negative, unless they violate platform policies (e.g., contain hate speech, false factual claims, or spam).

16.3 Supplier Responses

You may publicly respond to reviews through the Dashboard. Responses must be professional and constructive. Aggressive, defensive, or retaliatory responses may be removed.

16.4 Review Manipulation

The following activities are strictly prohibited and will result in account termination: creating fake accounts to post reviews, offering incentives for positive reviews, asking friends, family, or staff to post reviews, threatening or coercing Customers regarding reviews, posting negative reviews on competitors, and engaging in review trading with other Suppliers.

17. Questions and Answers

17.1 Q&A System

Customers may submit questions about your Listings. Questions and your answers are displayed publicly after moderation to help future Customers make informed decisions.

17.2 Response Requirements

You should respond to Customer questions promptly and accurately. Unanswered questions may negatively affect Customer confidence and conversion rates.

17.3 Answer Review

Answers are subject to moderation before public display to ensure they meet content standards and do not contain prohibited information (contact details, off-platform solicitation, etc.).

18. Customer Data and Privacy

18.1 Data Access

Upon booking confirmation, you will have access to certain Customer data necessary for service delivery, including the Customer's name, country of residence, phone number (if provided), booking details and preferences, and group size and composition.

18.2 Data Use Restrictions

Customer data may only be used for the purpose of fulfilling the booked service. You are prohibited from adding Customers to marketing lists or mailing lists, sending promotional communications after service completion, selling, sharing, or transferring Customer data to third parties, using Customer data for purposes unrelated to the booking, or storing Customer data in personal systems beyond service fulfillment needs.

18.3 Sensitive Document Handling

Customers may share sensitive legal and personal documents through the messaging system for booking purposes, including but not limited to national identity cards (CNIC), passports, visas, and other official documents (particularly from foreign tourists requiring documentation for permits or registrations). You must treat all such documents with absolute confidentiality and privacy. These documents must only be used for the specific purpose for which they were shared, must not be stored beyond the duration necessary for service fulfillment, must not be shared with any third party except as legally required, and must be permanently deleted after service completion unless retention is legally mandated.

18.4 Data Security

You must implement reasonable security measures to protect Customer data from unauthorized access, disclosure, or loss. You must notify Kipgo within twenty-four (24) hours of discovering any data breach or unauthorized access to Customer information.

18.5 Compliance

You must handle all Customer data in compliance with applicable Pakistani data protection laws and regulations.

19. Intellectual Property

19.1 Supplier Content Ownership

You retain ownership of original content you create and upload to the Platform, including photographs, descriptions, and branding materials, subject to the license granted below.

19.2 License to Kipgo

By uploading content to the Platform, you grant Kipgo a non-exclusive, royalty-free, worldwide, sublicensable license to display content on the Platform and related marketing channels, reproduce and distribute content for promotional purposes, modify content for formatting, display optimization, or platform requirements, and syndicate content to third-party distribution channels.

19.3 Content Warranties

You represent and warrant that all content you upload is owned by you or properly licensed for commercial use, does not infringe any copyright, trademark, or other intellectual property rights, does not violate any third-party rights, and complies with all applicable laws.

19.4 Platform Ownership

All rights, title, and interest in the Kipgo Platform, including its design, software, algorithms, interfaces, and documentation, remain the exclusive property of Kipgo. You may not copy, modify, reverse engineer, or create derivative works from any Platform components.

20. Platform Integrity

20.1 Off-Platform Activity

You are strictly prohibited from encouraging Customers to book directly or through other platforms, sharing contact information in Listings or messages for off-platform communication, accepting payments outside the Platform for Platform bookings, or offering different prices for the same service off-platform.

20.2 Fraudulent Activity

The following activities constitute fraud and will result in immediate termination: creating fake or misleading Listings, listing services you cannot or do not intend to provide, manipulating availability to artificially create urgency, creating fake bookings or reviews, and providing false documentation during registration.

20.3 Conduct Standards

You and your staff must treat all Customers with respect and professionalism, not discriminate based on race, religion, nationality, gender, or other protected characteristics, maintain safe environments and practices, and comply with all health and safety regulations.

20.4 Reputation Protection

You may not engage in any public activity, including social media posts, that damages the reputation, credibility, or legal standing of Kipgo. False accusations, defamation, or incitement against Kipgo may result in legal action.

21. Compliance

21.1 Licensing and Permits

You are solely responsible for obtaining and maintaining all licenses, permits, and authorizations required to operate your business and provide the services you list, including but not limited to tourism registration and permits, transport operation licenses, accommodation registration, adventure activity certifications, health and safety compliance, and insurance coverage.

21.2 Tax Obligations

You are solely responsible for determining, reporting, and paying all applicable taxes, including income tax, sales tax, and any tourism-related levies. Kipgo does not provide tax advice. You should consult with qualified tax professionals regarding your obligations.

21.3 Insurance

You are strongly encouraged to maintain appropriate insurance coverage for your operations, including liability insurance, vehicle insurance (for rentals), and any coverage required by law for your service type.

22. Limitation of Liability

22.1 Platform Role

Kipgo acts solely as a technology platform facilitating connections between Suppliers and Customers. Kipgo is not a party to the service contract between you and any Customer.

22.2 No Guarantee

Kipgo does not guarantee any specific number of views, bookings, or earnings, continuous or uninterrupted Platform availability, accuracy of information provided by Customers, or Customer conduct.

22.3 Liability Cap

In the event of any proven fault or negligence by Kipgo, total liability shall not exceed the Commission received by Kipgo from the disputed Booking. No indirect, punitive, consequential, or special damages shall apply.

22.4 Service Liability

Kipgo is not liable for the quality, safety, or execution of services you provide, injuries, accidents, or property damage occurring during service delivery, actions or omissions of your staff or contractors, Customer dissatisfaction with your services, or weather, road conditions, or other external factors.

23. Indemnification

You agree to defend, indemnify, and hold harmless Kipgo, its officers, directors, employees, agents, and affiliates from and against any and all claims, damages, losses, liabilities, costs, and expenses (including reasonable legal fees) arising from or related to your Listings, content, or services, your breach of this Agreement, claims by Customers relating to your service delivery, violation of any applicable law or regulation, infringement of intellectual property rights, misuse of Customer data, and personal injury or property damage caused by your operations.

24. Suspension and Termination

24.1 Voluntary Termination

You may terminate this Agreement at any time by submitting a written request to support@gokipgo.com. Before termination, all pending bookings must be honored or properly cancelled, all outstanding obligations must be fulfilled, and pending payouts will be processed according to normal schedule.

24.2 Kipgo Termination Rights

Kipgo may suspend or terminate your account immediately, with or without notice, if you breach any provision of this Agreement, receive repeated verified customer complaints, engage in fraudulent or illegal activity, attempt off-platform bookings or payments, damage platform reputation or integrity, or fail to meet ongoing eligibility requirements.

24.3 Effect of Termination

Upon termination, all Listings will be removed from public view and Dashboard access will be revoked. Outstanding payouts (not subject to holds) will be processed within 14 business days. Obligations arising before termination survive, and indemnification obligations continue indefinitely.

25. Disputes

25.1 Support Ticket System

All disputes, complaints, and issues must be submitted through Kipgo's support ticket system accessible via the Dashboard or by emailing support@gokipgo.com. The support ticket system is the sole channel for formal dispute resolution.

25.2 Customer Disputes

Disputes between you and Customers regarding bookings, service quality, or refunds must be raised via support ticket. Upon receiving a dispute, Kipgo support will review the claim and request evidence from both parties. Both Supplier and Customer will have opportunity to provide documentation and statements. Kipgo will make a determination based on the evidence provided, the Listing snapshot, and platform policies. Resolution timeframes vary based on dispute complexity but Kipgo aims to resolve disputes within 7-14 business days.

25.3 Resolution Authority

In disputes between Suppliers and Customers, Kipgo's determination shall be binding on both parties regarding Platform-related matters (refunds, payouts, account status) unless overruled by a competent court of law.

25.4 Dispute Outcomes

Following investigation, Kipgo will resolve each dispute in one of three ways. If resolved in Supplier's favour, the Customer's claim is rejected based on the evidence provided, no refund is issued, and your payout proceeds normally with no negative impact on your account standing. If resolved in Customer's favour with full refund, the Customer's claim is upheld, they receive a complete refund, and your payout for this booking is cancelled entirely. If resolved in Customer's favour with partial refund, the Customer's claim is partially upheld, they receive a refund for a portion of their payment as determined by Kipgo, and your payout is reduced by the refund amount with the remaining balance processed in the next cycle.

All dispute resolutions are recorded with timestamps, reasoning, and supporting evidence for audit purposes. You will receive notification of the outcome via email.

For detailed information about the dispute resolution process, payout holds during disputes, and how to respond to disputes, please refer to our comprehensive Dispute Resolution Policy.

25.5 Supplier-Kipgo Disputes

Disputes between you and Kipgo regarding commission, payouts, account status, or interpretation of this Agreement should first be raised via support ticket. If the matter cannot be resolved through support channels, either party may pursue legal remedies.

25.6 Legal Jurisdiction

This Agreement shall be governed by and construed under the laws of Pakistan. Any legal proceedings arising from this Agreement shall be subject to the exclusive jurisdiction of the courts of Karachi, Pakistan.

26. Amendments and Updates

26.1 Policy Revisions

Kipgo may amend these Terms and Conditions at any time by posting an updated version on the Platform. You will be notified via email and/or Dashboard alerts of material changes.

26.2 Binding Effect

Continued use of the Platform after changes are posted constitutes binding acceptance of the revised Terms. If you do not agree to material changes, you may terminate this Agreement as provided in Section 24.

26.3 Notice Period

For material changes that significantly affect your rights or obligations, Kipgo will provide at least thirty (30) days advance notice before the changes take effect.

27. General Provisions

27.1 Entire Agreement

This Agreement, together with all incorporated documents, constitutes the entire agreement between you and Kipgo regarding the subject matter hereof. No oral or written statements outside this Agreement shall be binding.

27.2 Severability

If any provision of this Agreement is found to be invalid, illegal, or unenforceable, the remaining provisions shall continue in full force and effect.

27.3 Force Majeure

Neither party shall be liable for failure to perform due to events beyond its reasonable control, including but not limited to natural disasters, acts of terrorism, war, civil unrest, government actions, pandemics, or severe weather conditions.

27.4 Assignment

You may not assign or transfer this Agreement without Kipgo's prior written consent. Kipgo may assign this Agreement in connection with a merger, acquisition, sale of assets, or restructuring.

27.5 Waiver

Failure by either party to enforce any provision of this Agreement shall not constitute a waiver of that provision or the right to enforce it at a later time.

27.6 Language

This Agreement is executed in English. Any translated versions are provided for convenience only and are not legally binding in case of conflict with the English version.

27.7 Contact Information

For questions regarding this Agreement or to submit requests, contact:

Email: support@gokipgo.com
Website: www.gokipgo.com