CaptainBook — Terms and Conditions of Service

Publisher: CaptainBook I.K.E. Registered office: Petrou Protopapadaki 13, 84300 Naxos, Greece Establishment: CaptainBook I.K.E. is established solely in Greece and operates from the European Union. VAT / TIN: EL801577488 — Registered with the Tax Authority Office of Naxos, Greece Contact: info@captainbook.io — Tel. +30 6949 453 468 / +30 6944 052 525 Website / Service: https://captainbook.io (the "Site"), the CaptainBook web application, mobile apps, APIs, plugins, widgets, marketplace and related services (together, the "Service").

Version: 1 — Prepared: 14 August 2026 — Effective date: 1 September 2026 for accounts created on or after that date; 1 October 2026 for accounts existing before it (Section 21.15)

This is the first version of the CaptainBook Terms published under CaptainBook's versioned terms system. It supersedes all previously published terms. Internal drafting history to v3.2 is retained separately and is not part of this Agreement.

IMPORTANT — PLEASE READ CAREFULLY. This is a binding legal agreement between you and CaptainBook I.K.E. ("CaptainBook", "we", "us", "our"). It contains disclaimers of warranties, limitations of liability, a minimum committed term for annual billing, automatic renewal, plan-upgrade provisions, an express waiver of the right of withdrawal, mandatory dispute-resolution provisions and a time limit on claims. By creating an account, accessing the Site, or using the Service you accept these Terms in full, including all Appendices. If you do not agree, do not use the Service.

KEY COMMERCIAL TERMS — PLEASE READ BEFORE YOU SUBSCRIBE. (1) Your billing cycle decides your commitment. Monthly billing has no minimum term — it runs from month to month and you may cancel at any time, with effect from the end of the month in progress. Annual billing carries a minimum committed term of twelve (12) months, charged in advance, which cannot be ended early for convenience. (2) Automatic renewal. An annual Subscription renews automatically for a further twelve (12) months unless you cancel before the renewal date; a monthly Subscription continues from month to month until cancelled. We will remind you at least 30 days before each annual renewal. (3) Recurring payment. You authorise us to charge the same payment method you used for your first payment, automatically and without further authorisation, on each billing date until the Subscription ends. (4) No refunds. Subscription fees are non-refundable; if you cancel an annual Subscription you keep full access until the end of the term you have paid for, but no part of the fee is refunded. (4a) Stopping payment is not cancelling. If you want to stop paying, you must cancel (Section 19.2.3). Letting a card expire or fail does not cancel your Subscription, and fees keep falling due until you do (Section 19.2.6). (5) Right of withdrawal. By taking immediate access to the Service you expressly request immediate performance and waive any right of withdrawal (Section 4.6). These provisions are set out in full in Section 7 and Section 19.

Contents

Main terms

  1. Definitions
  2. Scope and role of CaptainBook
  3. Eligibility, account and security
  4. The Service, plans, trials and term
  5. Plan allowances, overage and upgrades
  6. Add-ons, SMS, WhatsApp, AI assistants and AI tokens
  7. Fees, taxes and payment
  8. Provider, Guest and Reseller relationships
  9. Acceptable use
  10. Third-party services and integrations
  11. Service levels and support
  12. Intellectual property
  13. Data protection and GDPR compliance
  14. Confidentiality
  15. User data and backups
  16. Warranties and disclaimer
  17. Indemnification
  18. Limitation of liability
  19. Term, renewal, suspension and termination
  20. Governing law, disputes and jurisdiction
  21. General
  22. European Union regulatory compliance

Appendices

1. Definitions

Term Meaning
Agreement / Terms These Terms and Conditions together with all Appendices, schedules, order forms and policies referenced in or linked from them (including the Privacy Policy and Cookie Policy).
Provider Any tour, activity, rental or experience operator that holds a CaptainBook account in order to sell or manage bookings.
Reseller Any agent, OTA, affiliate or third party that places bookings on behalf of Providers through the Service.
Guest An end-customer who purchases or requests a booking of a Provider's experience.
You / your The Provider, Reseller or Guest that is party to this Agreement, as the context requires.
Booking A confirmed reservation made through the Service for a Provider's experience.
Counted Booking A Booking that counts towards the Annual Online Volume Allowance, as defined in Section 5.2.
Online Volume The aggregate gross value of Counted Bookings in a Subscription Year, net of amounts refunded to Guests through the Service, as defined in Section 5.2.
Allowance The Annual Online Volume Allowance included in your plan (Section 5.1 and Appendix A).
Subscription A recurring paid plan for access to the Service (Starter, Extended, Ultra, Corporate, or a Legacy Plan).
Corporate The custom-scoped plan agreed in an order form.
Initial Term For annual billing, the first period of twelve (12) months beginning on the Subscription Start Date. Monthly-billed Subscriptions have no Initial Term and run from month to month (Section 19.1.2).
Renewal Term For annual billing, each successive period of twelve (12) months following the Initial Term, arising automatically under Section 19.2. For monthly billing, each successive one-month period.
Term The Initial Term together with each Renewal Term. For monthly billing, the monthly period then in progress.
Subscription Start Date The date on which your first paid Subscription begins — being the date you first subscribe to a paid plan or, where a free trial applies, the date the trial converts to a paid plan under Section 4.3.
Subscription Year Each successive period of twelve (12) months beginning on the Subscription Start Date and on each anniversary of that date. The Subscription Year is co-extensive with the Initial Term and each Renewal Term.
Billing Currency The currency in which your Subscription is invoiced by CaptainBook — EUR (€), USD ($), GBP (£), CAD (CA$), RON (lei), PLN (zł), AUD (A$) or JPY (¥) — selected at sign-up. This is distinct from the currencies in which you sell to your own Guests, which are not limited to this list (Section 7.8.1). All amounts expressed in money — subscription prices, add-on prices, SMS rates and OTA connectivity charges — are set independently for each Billing Currency and are not currency conversions of one another (Appendix A.1). The Annual Online Volume Allowance is the exception: it is a single euro figure converted at a fixed rate, so the included booking volume is equivalent in every currency (Section 5.1 and Appendix A.1.1).
Designated Payment Method The payment method on which your first payment for the Subscription was successfully charged, and any replacement or updated payment method under Section 7.8.
Connected Stripe Account The Provider's own Stripe account connected to the Service for the processing of Guest payments.
Token A unit of AI processing consumed by the Service's AI-assisted features, as defined in Appendix F.
Resource A bookable or assignable asset or unit managed in the Service — for example a guide, vehicle, vessel, room, equipment set or staff unit.
Third-Party Services Software, APIs, payment processors, hosting, analytics, communications, AI models, mapping, automation and workflow platforms, distribution channels and any other services operated by third parties that the Service uses, integrates with, or that you connect to your account — including services added after the date of this Agreement (Section 10.1.1).

2. Scope and role of CaptainBook

2.1 CaptainBook is a Software-as-a-Service platform that allows Providers to publish experiences, manage inventory and Resources, distribute across sales channels, take Bookings, communicate with Guests, and process related payments through third-party payment processors.

2.2 CaptainBook makes the Service available as a technology intermediary and, where applicable, a limited payment collection agent of the Provider for the sole purpose of accepting payments from Guests or Resellers on the Provider's behalf. CaptainBook is not the owner, operator, seller, organiser, guide, insurer or supplier of any experience, activity, tour, rental, vessel, equipment or venue offered by a Provider.

2.3 Any contract for the supply of an experience is entered into directly between the Provider and the Guest (or, where applicable, the Reseller). CaptainBook is not a party to such contracts and has no responsibility for their performance.

2.4 CaptainBook does not control, endorse or guarantee the accuracy, completeness, legality, safety or suitability of any listing, price, description, image, review, media, waiver, or Provider itself. Use of any Provider's products and services is at the Guest's own risk.

2.5 CaptainBook is not a bank, payment institution, e-money institution, insurer, tax agent or travel agent, and does not provide legal, tax, insurance or financial advice.

3. Eligibility, account and security

3.1 You must be at least 18 years old and have the legal authority to bind yourself (and, if applicable, the entity you represent) to this Agreement.

3.1.1 The Service is offered to businesses. By subscribing you confirm that you are acting in the course of your trade, business, craft or profession and not as a consumer, and that you are subscribing for the purposes of that business. CaptainBook relies on that confirmation in setting its prices, its terms and the way the Service is sold.

3.1.2 Where, despite 3.1.1, you are held to be a consumer under mandatory law, nothing in this Agreement deprives you of the protection of that law, and Sections 4.6, 20.4 and 22.5 apply.

3.2 You must provide accurate, current and complete information at sign-up and keep it up to date, including a monitored billing and administrative e-mail address. Notices under Section 5 (allowance and overage) are sent to that address, and the deadlines in Section 5 run from deemed receipt under Section 21.4 — the working day after despatch. Failure to maintain a monitored address does not suspend those deadlines.

3.3 Speculative, false, misleading or fraudulent listings or Bookings are prohibited.

3.4 You are responsible for maintaining the confidentiality of your credentials and for all activity that occurs under your account, whether or not authorised by you. We strongly recommend enabling multi-factor authentication where offered. Notify us at info@captainbook.io without undue delay if you suspect any unauthorised access, credential leak or security incident.

3.5 You are responsible for your users — employees, contractors, agents, sub-accounts and API clients — and for their compliance with this Agreement.

4. The Service, plans, trials and term

4.1 The Service is provided on the plan you select at sign-up or subsequently change to. Current commercial plans, allowances, included features and add-on prices are set out in Appendix A. The pricing page published at captainbook.io from time to time prevails in the event of any inconsistency with Appendix A.

4.1.1 Plan range. The standard plans are Starter, Extended and Ultra. Corporate is a custom-scoped plan agreed in an order form. Legacy Plans are earlier plans no longer offered to new customers, which continue to apply to the accounts onboarded under them in accordance with Section 4.2 and Appendix B.

4.1.2 Billing cycle and commitment. The billing cycle you select determines your commitment. Monthly billing has no minimum term: the Subscription runs from month to month and may be cancelled at any time with effect from the end of the monthly period in progress. Annual billing carries a minimum committed term of twelve (12) months, charged in advance, and renews automatically for successive twelve-month terms. This applies to Starter, Extended and Ultra, and to Corporate unless its order form says otherwise. See Sections 19.1 to 19.3 and Section 7.2.

4.2 Legacy Plans. Providers and Resellers onboarded under an earlier plan (including the Experience Provider and Reseller Agreement — the "Legacy Reseller Plan" — reproduced in Appendix B) continue to be governed by the pricing and commission terms of that legacy plan for as long as it applies to them, and by these Terms with respect to all other subject matter. Where a legacy plan is silent, these Terms apply. Where a legacy plan conflicts with these Terms on a commercial point (fees, commission percentages), the legacy plan prevails. Where the conflict is on a non-commercial point (liability, disputes, intellectual property, data protection, acceptable use, service levels), these Terms prevail.

4.3 Free trial. New Providers may be entitled to a 14-day free trial as advertised on the Site. Trial accounts may be subject to reduced allowances and feature limits, and are excluded from the SLA in Appendix C.

Unless you cancel before the trial ends, your account automatically converts to the paid plan you selected and your Designated Payment Method is charged for the first billing period. Where you selected annual billing, the twelve-month Initial Term under Section 19.1.3 begins on the date of conversion. Where you selected monthly billing, the Subscription runs from month to month from that date and no minimum term arises. We will remind you by e-mail before the trial ends. If you do not wish to be charged, you must cancel within the trial period.

4.4 Changes to the Service. We may add, modify, deprecate or withdraw features in order to maintain, improve, secure or comply with law. Where a change materially reduces a documented feature of your plan, we will use reasonable efforts to give at least 30 days' notice, and you may terminate the affected Subscription without penalty at the effective date of the change.

4.5 Beta features. Features labelled beta, preview, pilot or experimental are provided as-is, may change or be withdrawn without notice, are excluded from the SLA in Appendix C, and are excluded from any service-level or availability commitment.

4.6 Right of withdrawal — express request for immediate performance and waiver.

4.6.1 The right of withdrawal under Directive 2011/83/EU applies only to consumers. You confirm under Section 3.1.1 that you subscribe in the course of your business, in which case no right of withdrawal arises and this Section does not apply to you. It applies only where, despite that confirmation, you are a consumer within the meaning of that Directive — in which case you would ordinarily have fourteen (14) days from the conclusion of the contract in which to withdraw.

4.6.2 Express request and waiver. The Service is made available to you immediately on registration, on the same basis as domain names, licence keys and other digital services supplied for immediate use. By registering, and by taking access to the Service, you request that performance begins immediately and accept that you thereby lose any right of withdrawal once the Service has been made available to you.

Where a free trial applies, you may in any event leave at any time during the trial without paying anything (Section 4.3). A withdrawal period, if one applied to you, would run from the same date and would expire at or about the time the trial ends.

4.6.3 If the waiver does not apply. If and to the extent the waiver in 4.6.2 is held ineffective and you withdraw within the fourteen-day period, you shall pay an amount proportionate to the Service supplied up to the point at which you informed us of your withdrawal, in accordance with Article 14(3) of Directive 2011/83/EU, and we will refund the balance of any prepaid fee within fourteen (14) days of being informed.

4.6.4 Nothing in this Section limits any right that cannot be waived or excluded under mandatory law.

5. Plan allowances, overage and upgrades

This Section describes a plan-upgrade mechanism. If you exceed your plan's Allowance and do not respond to our notice within 7 working days, we will move your Subscription to the next higher plan and you will be charged the higher price. Please read Sections 5.7 to 5.9 carefully.

5.1 Annual Online Volume Allowance

Each paid plan includes an Allowance of Online Volume per Subscription Year:

Plan Annual Online Volume Allowance Overage rate on the excess
Starter €35,000 3%
Extended €100,000 2%
Ultra €300,000 1%
Corporate As agreed in the order form As agreed in the order form

The Allowance is denominated in euro for every customer, whatever currency you are invoiced in. Where a Booking is taken in a currency other than the euro, its value is converted to euro in order to measure Online Volume (Section 5.2). Overage rates apply only to volume above the Allowance, and only from the point described in Section 5.5 onwards.

5.2 What counts towards the Allowance

A Booking is a Counted Booking, and its value counts towards your Online Volume, only where both of the following are true:

Where both conditions are met, the full gross value of the Booking counts — including taxes, extras and any fees charged to the Guest — regardless of how much of the Booking was paid through the Connected Stripe Account, and regardless of what that payment was for. A deposit, a part-payment, a balance or a tip processed through that account each satisfy limb (b), and in every case it is the full gross value of the Booking that counts, not the amount paid. Amounts refunded to the Guest through the Service are deducted from Online Volume in the month the refund is processed.

Bookings in another currency. Your Allowance is denominated in euro (Section 5.1). Where a Booking is taken in any other currency, its value is converted to euro for the purpose of measuring Online Volume, at the exchange rate published by CaptainBook and applying at the time the Booking is counted. That rate is available on request and is applied consistently across all customers invoiced in the same Billing Currency. Conversion is for measurement only — it does not change the amount you charge your Guest, the amount you receive, or the currency of any payout. If you believe a converted value is incorrect, Section 5.4.3 applies.

5.3 What does not count towards the Allowance

For the avoidance of doubt, the following are excluded from Online Volume:

These exclusions do not affect any per-booking channel fee that may separately apply to OTA Bookings under Appendix A.

5.4 Measurement, records and the Subscription Year

5.4.1 Online Volume accumulates from the first day of each Subscription Year and resets to zero on each anniversary of your first paid Subscription start date.

5.4.2 A live usage indicator showing Online Volume consumed against your Allowance is available in your account. You are responsible for monitoring it.

5.4.3 CaptainBook's records and metering are the reference for determining Online Volume, absent manifest error. If you believe a measurement is incorrect, notify us within 30 days of the relevant invoice and we will review it in good faith.

5.4.4 Anti-avoidance. You must not structure, split, re-route or mis-classify Bookings — for example by re-entering online Bookings as manual Bookings, by routing payments away from the Connected Stripe Account, or by fragmenting a single Booking — with the purpose or effect of avoiding the Allowance or any fee. Where we reasonably determine this has occurred, we may recalculate your Online Volume on the basis of the true position and invoice accordingly.

5.5 Grace commission on exceeding the Allowance

From the moment your cumulative Online Volume in a Subscription Year exceeds your Allowance, a grace commission of 3% applies to all Online Volume above the Allowance, on every plan. The grace commission continues to apply until the earliest of:

5.6 Notice

We will notify you by e-mail to your billing and administrative address without undue delay after your Allowance is exceeded. The notice will state the date the Allowance was passed, the Online Volume recorded, the grace commission that has begun to apply, the options available to you under Section 5.7, and the calendar date on which the 7 working day period expires, calculated from deemed receipt under Section 21.4.

5.7 Your choice — within 7 working days

Within seven (7) working days of the date on which our notice is deemed received under Section 21.4 — the working day after despatch — you may elect one of the following:

(a) Upgrade to a higher plan. The higher plan's Allowance applies from the effective date of the upgrade. Online Volume already accrued in the current Subscription Year carries over and counts against the higher Allowance. The difference between the two subscription prices is charged pro rata for the remainder of the ongoing billing month, and the full price of the higher plan applies from the following billing month. The grace commission under Section 5.5 ceases to accrue from the effective date, and no overage is charged unless and until the higher Allowance is itself exceeded.

(b) Remain on your current plan on a commission basis. Your current plan and subscription price continue unchanged. Online Volume above the Allowance is charged at your plan's overage rate — Starter 3%, Extended 2%, Ultra 1% — for the remainder of the Subscription Year. This rate replaces the 3% grace commission from the effective date of your election. Where your plan's overage rate is lower than the grace rate, the reduction applies prospectively only and does not entitle you to a refund of grace commission already accrued.

Elections are made through your account or by written notice to info@captainbook.io, and take effect on the working day following receipt.

5.8 If you do not respond — upgrade to the next plan

If we receive no election within seven (7) working days of deemed receipt of our notice (Section 21.4), we will move your Subscription to the next higher plan with effect from the eighth working day, and will confirm the change to you in writing. The difference between the two subscription prices is charged pro rata for the remainder of the ongoing billing month, and the full price of the higher plan applies from the following billing month. The higher Allowance applies from the same date and accrued Online Volume carries over against it.

You may downgrade after an upgrade under this Section by using Section 5.11 — noting that a downgrade takes effect immediately and produces account credit rather than a refund (Section 5.11.2) — but a downgrade below the plan whose Allowance your actual Online Volume has already exceeded will re-trigger this Section.

5.9 Ultra and Corporate

5.9.1 Ultra is the highest standard plan and there is no higher standard plan to which an Ultra Subscription can be moved under Section 5.8. Where an Ultra customer exceeds the Ultra Allowance, the 3% grace commission applies under Section 5.5, we give notice under Section 5.6, and within 7 working days the customer may elect either (a) to move to Corporate terms on a custom basis agreed in an order form, or (b) to continue on Ultra with the 1% overage rate for the remainder of the Subscription Year.

5.9.2 If no election is received within 7 working days, option (b) applies by default — the Ultra overage rate of 1% applies to the excess for the remainder of the Subscription Year. We will contact you separately to discuss Corporate terms. No Corporate Subscription is created without a signed or electronically accepted order form.

5.9.3 Corporate allowances, overage rates and upgrade mechanics are as agreed in the applicable order form, which prevails over this Section 5 to the extent of any conflict.

5.10 Reset and subsequent Subscription Years

At the start of each new Subscription Year the Allowance resets and Online Volume returns to zero. You pay the subscription fee only, with no overage commission, until the Allowance is exceeded again — at which point Sections 5.5 to 5.9 apply afresh. Overage commission does not carry forward between Subscription Years.

5.11 Downgrades

A downgrade takes effect immediately, not at the end of the period you have paid for. The unused part of what you have paid becomes credit on your account, not a refund — and credit is only worth anything while you remain a customer.

5.11.1 When it takes effect. You may downgrade to a lower plan at any time. The downgrade takes effect immediately on confirmation. The features, limits and Allowance of your previous plan end at that moment, even where you have already paid for the remainder of the billing period or Term.

5.11.2 What happens to what you have already paid. The unused portion of the fee you have already paid for the current billing period or Term is calculated pro rata and applied as a credit to your account. That credit is not a refund: it is set against your future invoices for the Service, automatically and until it is used up.

5.11.3 The credit has no cash value. It is not payable to you in money, cannot be transferred, and is not exchangeable. If your Subscription is cancelled or terminated, no further invoices are issued, the credit is not paid out, and its value is lost. A credit that is not used is therefore worth nothing to you. If you are considering leaving the Service, cancelling rather than downgrading may be the better course — you keep your current plan until the end of the period you have paid for (Section 19.2.4).

5.11.4 Worked example. You are on Ultra, billed annually, and downgrade to Extended four months into the Term. Extended applies from that moment and Ultra's features and Allowance end. The value of the remaining eight months of Ultra, less the Extended fee for that period, is credited to your account and reduces your future invoices. If you cancel two months later, the part of that credit still unused is not refunded.

5.11.5 Plan limits apply at once. Lower plan feature limits — experiences, users, Resources, SMS, WhatsApp and Token allowances — apply from the effective date. You are responsible for bringing your account within those limits, and content or configuration exceeding them may become unavailable until you do.

5.11.6 Allowance. The lower plan's Annual Online Volume Allowance applies from the effective date, and Online Volume already accrued in the current Subscription Year counts against it. Where your accrued Online Volume already exceeds the lower plan's Allowance, Sections 5.5 to 5.8 apply afresh — see Section 5.8.

5.11.7 Retention offers. Where CaptainBook offers a plan change as an alternative to cancellation, this Section applies to it in the same way. The offer will state the new price, and you will be shown the price before the change is made.

5.12 Invoicing of overage

Grace commission and overage commission are calculated monthly in arrears on the Online Volume recorded above the Allowance in that month, invoiced together with your next subscription invoice, and are exclusive of VAT and other applicable taxes.

6. Add-ons, SMS, WhatsApp, AI assistants and AI Tokens

6.1 Experiences are fixed

The number of experiences included in each plan is fixed and cannot be increased by purchasing an add-on. To publish more experiences you must upgrade to a higher plan.

6.2 Additional Resources

Resources beyond your plan's included allocation may be purchased as an add-on, on every plan, at the price published for your Billing Currency in Appendix A.4. Resource add-on prices are set independently per currency and are not conversions of one another. Additional Resources are charged with your subscription invoice, pro-rated in the month they are added, are non-refundable, and may be removed with effect from your next billing period.

6.3 SMS

6.3.1 Included monthly SMS allowances are set out in Appendix A. Unused SMS do not carry over to the following month and have no cash value.

6.3.2 SMS sent above the included allowance are charged at the per-SMS rate published for your Billing Currency in Appendix A.4, billed monthly in arrears. SMS rates are set independently per currency and are not conversions of one another.

6.3.3 Message segments. Carriers split long messages. A message exceeding the standard segment length (160 GSM-7 characters, or 70 characters where the message contains non-GSM characters such as accented or non-Latin script or emoji) is transmitted as multiple segments and is charged as multiple SMS. You are responsible for the length and character set of the templates you configure.

6.3.4 Delivery depends on carriers, destination-country regulations, sender-ID registration requirements and recipient handsets, none of which are within our control. We do not guarantee delivery, delivery time or sender-ID presentation, and SMS delivery is excluded from the SLA in Appendix C.

6.3.5 You are solely responsible for obtaining and recording the consents required to send SMS to your Guests and for compliance with anti-spam, telemarketing and electronic-communications law in each destination.

6.4 AI Tokens

6.4.1 Granted Tokens. Each plan includes a monthly grant of Tokens: Starter 500, Extended 2,000, Ultra 5,000 (Corporate as agreed). Granted Tokens are credited at the start of each billing month, expire at the end of that billing month, do not carry over, have no cash value and are not refundable or exchangeable.

6.4.2 Purchased Tokens. Additional Tokens may be purchased at any time on a consumption basis, with no upper limit, at the price published in your account at the time of purchase. Purchased Tokens are charged when purchased and are non-refundable.

6.4.3 Order of consumption. Purchased Tokens are consumed first. Granted Tokens are consumed only once your Purchased Token balance is exhausted. You acknowledge and accept the consequence of this ordering: because Granted Tokens expire monthly and do not carry over, while Purchased Tokens do not expire, a customer holding a Purchased Token balance may not consume some or all of the monthly Granted Tokens before they expire, and no credit, refund, extension or carry-over is due in respect of Granted Tokens that expire unused.

6.4.4 Validity. Purchased Tokens do not expire while your Subscription remains active and in good standing. All Token balances, purchased and granted, are forfeited without compensation on termination or expiry of the Subscription.

6.4.5 Nature of Tokens. Tokens are a unit of account for metering AI processing. They are not a currency, security, deposit or stored-value instrument, carry no cash value, are non-transferable between accounts and are not redeemable for money. Consumption is measured by our metering, which is the reference absent manifest error, and reflects both input and output processing by the underlying model providers.

6.4.6 Token pricing, grant levels and metering ratios may change on 30 days' notice. Changes do not affect Purchased Tokens already credited to your balance.

6.4.7 Further detail on Token use, fair use and prohibited AI uses is set out in Appendix F.

6.5 WhatsApp

The "personal WhatsApp" connection in Section 6.5.7 is not supported by WhatsApp for business use, and the number you connect may be restricted or permanently banned by WhatsApp's anti-abuse systems. Read 6.5.7 before enabling it.

6.5.1 What the Service does

Where you enable it, the Service sends booking notifications — confirmations, reminders, cancellations, waitlist alerts and similar transactional messages — to Guests over WhatsApp, and where you have the feature, receives and displays Guest replies. Messages are sent through one of three delivery routes, selected automatically for your account in the following order of preference:

Where a WhatsApp message cannot be delivered, the Service will where possible fall back to SMS, which is charged as an SMS under Section 6.3. Delivery over WhatsApp is not guaranteed by any route.

6.5.2 Allowances and charges

Included monthly WhatsApp message allowances are set out in Appendix A. Unused allowance does not carry over and has no cash value. Messages above the included allowance are charged at the rate published for your Billing Currency in Appendix A.4, billed monthly in arrears. CaptainBook's metering is the reference for message counts, absent manifest error, and Section 5.4.3 applies to a query.

Charges levied by Meta in respect of your own WhatsApp Business Account are a matter between you and Meta and are not included in CaptainBook's fees (Section 7.5).

6.5.3 Consent, opt-out and your obligations as sender

6.5.3.1 You are the sender. Whichever route is used, the messages are your communications to your Guests. You are solely responsible for obtaining and recording the consent required to message each recipient on WhatsApp, and for compliance with WhatsApp's and Meta's policies, the ePrivacy Directive as implemented in each destination, and any applicable anti-spam or electronic communications law.

6.5.3.2 Opt-out. The Service records opt-outs arising from a Guest replying with a stop keyword, using an opt-out link, asking your support team, or being blocked at Meta's end, and will not send further WhatsApp messages to a Guest who has opted out. You must not attempt to circumvent an opt-out, including by re-adding a contact, sending from a different connected number, or moving the recipient to another channel for the same message.

6.5.3.3 You must not use WhatsApp messaging through the Service to send marketing, promotional or prospecting messages unless the template category permits it, the recipient has given the consent that category requires, and CaptainBook has enabled marketing templates for your account.

6.5.4 Templates and message content

WhatsApp requires business-initiated messages to use templates approved by Meta. CaptainBook submits notification templates for approval on your behalf and will tell you their status. CaptainBook does not control whether Meta approves a template, how long approval takes, or whether an approved template is later disabled or re-categorised. Where a template is unavailable, notifications are sent by another channel where one is configured. Approval is not an endorsement of the content by CaptainBook or by Meta.

6.5.5 Your own WhatsApp Business Account (BYO WABA)

6.5.5.1 Where you connect your own WhatsApp Business Account, you are the account holder. The account, the telephone number, the Meta Business Manager account and the relationship with Meta are yours. You are responsible for maintaining them, for the credentials you provide to CaptainBook, for your quality rating and messaging limits, and for all fees Meta charges you.

6.5.5.2 CaptainBook never asks for, and you must never provide, your WhatsApp two-factor authentication PIN.

6.5.5.3 Meta may restrict, suspend, downgrade or terminate your WhatsApp Business Account, or change its pricing, templates or policies, at any time. Those are matters between you and Meta. Section 10.2 applies and CaptainBook accepts no liability for them.

6.5.6 CaptainBook's central WhatsApp Business Account

6.5.6.1 Where enabled for your account, and where you have neither a BYO WABA nor a paired personal WhatsApp, CaptainBook may send your notifications from its own WhatsApp Business Account as a last-resort sender, so that your Guests are still reached.

6.5.6.2 In that case the messages are sent from a CaptainBook number and CaptainBook is the sender of record to Meta. Because your messaging behaviour then affects an account shared with other customers, we may suspend or withdraw your access to the central account immediately where your messaging generates blocks, complaints, a quality-rating decline, or any Meta enforcement action, or where we reasonably believe it may do so. Withdrawal of central sending is not a termination of the Service, and notifications will fall back to another channel.

6.5.6.3 Use of the central account is a convenience and is not guaranteed. It is excluded from the SLA in Appendix C, and we may withdraw it generally on notice under Section 4.4.

6.5.7 Personal WhatsApp connection — special terms

This Section applies only if CaptainBook has approved a personal WhatsApp connection for your account. It carries risks that do not arise on the other routes.

6.5.7.1 How it works, and what it is not. A personal WhatsApp connection pairs an ordinary WhatsApp account to the Service by scanning a QR code, in the same way as linking a desktop or web device. It does not use Meta's official WhatsApp Business API. It is a linked-device connection operated through a gateway CaptainBook runs.

6.5.7.2 Approval and withdrawal. The connection is available only on request and only where CaptainBook has approved your account for it. We may refuse, suspend or withdraw approval at any time, with or without reasons, including where we consider the connection presents a risk to the recipient, to you, to CaptainBook or to the Service.

6.5.7.3 Risk of restriction or permanent ban — your acknowledgement. You acknowledge and accept that:

You accept these risks in full. To the maximum extent permitted by law, CaptainBook has no liability for the restriction, suspension, banning or loss of any WhatsApp account or number, for any message not delivered, for any message history lost, or for any consequence of any of these — including lost bookings, lost revenue and reputational harm. Section 18 applies and this Section is an express allocation of that risk.

6.5.7.4 Use a dedicated business number. You must connect a number used for your business. If you connect a number that you also use personally, you do so at your own risk and accept the consequences in 6.5.7.3(c).

6.5.7.5 Scope of access, and your instruction to us. A linked-device connection is not limited by WhatsApp to business conversations. By pairing an account you instruct CaptainBook to receive, process and store the messages, contacts and media that WhatsApp makes available to that linked device in order to provide the Service.

You are responsible for what that scope includes. You must not pair an account whose conversations you are not entitled to disclose to CaptainBook, and you warrant that you have the authority to give this instruction. CaptainBook will process that data only as necessary to provide the Service, in accordance with Appendix E, and will not use it for any other purpose. You remain the Controller of all of it, including of any conversation that is not related to a Booking and of any individual who is not your Guest.

6.5.7.6 No warranty and no service level. The personal WhatsApp connection is provided as-is and as-available. It is excluded from the SLA in Appendix C, from any availability commitment, and from the warranty in Section 16.2.

6.5.7.7 Indemnity. Your indemnity in Section 17.1 applies to any claim arising from a personal WhatsApp connection, including a claim brought by any person whose messages, contacts or personal data were made available to CaptainBook through it.

6.5.7.8 Where this is processed. The gateway that operates a personal WhatsApp connection runs on CaptainBook-operated servers located in Germany, within the European Union. The messages, contacts and media that WhatsApp makes available to the linked device are processed there, and CaptainBook does not transfer them outside the EEA. The WhatsApp service itself is operated by Meta under your own agreement with Meta, and messages necessarily pass through Meta's systems before reaching the gateway; that processing is outside CaptainBook's control.

6.5.8 Suspension of WhatsApp messaging

We may suspend WhatsApp messaging on your account immediately, without suspending the rest of the Service, where required by Meta or WhatsApp, where messaging generates complaints or blocks, where we reasonably suspect a breach of this Section or of Appendix D, or where continuing would put CaptainBook's own Meta relationship at risk. Section 19.4 otherwise applies.

6.6 AI Sales Assistant

The AI Sales Assistant talks to your Guests and can create Bookings. It is AI-generated and can be wrong. Bookings it creates are binding on you, and answers it gives are given on your behalf. Read 6.6.3 and 6.6.4 before enabling it.

6.6.1 What it is

The AI Sales Assistant is an AI-powered assistant you may embed on your own website, alongside or in place of the booking widget. It is not enabled by default on any plan. It is available on every paid plan, but operates only where you have configured it and switched it on, and it stops when you switch it off. Where you enable it, it may answer Guests' questions about your experiences, guide them through choosing and booking, create Bookings, and send e-mails to Guests in connection with those Bookings. It draws its answers from the product, availability, pricing and policy information in your account.

6.6.2 It is your sales channel, and you are the trader

6.6.2.1 You choose whether to deploy the Assistant, and configure it before it goes live. It operates on your website, under your branding, as your sales channel. As with every other channel, the contract for the experience is between you and the Guest; CaptainBook is not a party to it (Section 2.3), and you are the trader for consumer-law purposes (Section 22.5).

6.6.2.2 Answers the Assistant gives are given on your behalf, and are treated as your statements to the Guest for the purposes of your contract with them and of consumer law.

6.6.3 It can be wrong

6.6.3.1 The Assistant is probabilistic. It may state a price, an availability, an inclusion, a restriction, a meeting point, a cancellation policy or a safety requirement incorrectly, incompletely or in a way you would not have chosen, and it may do so confidently.

6.6.3.2 The accuracy of what it says depends on the information in your account. You are responsible for keeping your product descriptions, prices, availability, options and policies accurate, complete and current, and for configuring the Assistant's scope and tone. Where your underlying information is wrong, incomplete or ambiguous, the Assistant's answers will be too.

6.6.3.3 You are responsible for monitoring what the Assistant says on your website. Conversation transcripts are available in your account. Where you become aware that it is answering incorrectly on a material point, you must correct the underlying information or disable the Assistant.

6.6.3.4 To the maximum extent permitted by law, CaptainBook gives no warranty that the Assistant's answers are accurate, complete or suitable, and disclaims liability for decisions taken by you or by a Guest in reliance on them. Sections 16 and 18 apply.

6.6.4 Bookings the Assistant creates are binding on you

6.6.4.1 A Booking created by the Assistant is a Booking made through the Service and is binding on you in the same way as any other Booking, whether or not it reflects what you would have agreed had you handled the enquiry yourself.

6.6.4.2 Where a Booking is created on incorrect terms — a wrong price, a date you cannot serve, an inclusion you do not offer — resolving it with the Guest is your responsibility, in accordance with your own terms and applicable consumer law. CaptainBook is not a party to that contract and has no obligation to honour, amend, cancel or refund it.

6.6.4.3 If you are not willing to be bound by Bookings created without your prior review, do not enable the Assistant's booking capability, or configure it so that Bookings it creates require your confirmation before they are accepted.

6.6.4.4 Bookings created by the Assistant count towards your Annual Online Volume Allowance on the same basis as any other Booking (Section 5.2), and attract the same fees.

6.6.5 Telling Guests they are talking to an AI

6.6.5.1 The Assistant identifies itself as an automated assistant. You must not configure, rename or present it in a way that represents it as a human, and must not remove or obscure that disclosure.

6.6.5.2 This gives effect to Article 50 of Regulation (EU) 2024/1689 (the Artificial Intelligence Act), which requires that individuals are informed when they are interacting with an AI system. Where you customise the Assistant's name, persona or messages, you remain responsible for ensuring the disclosure remains clear and accurate in each market in which you sell (Section 22.6.2).

6.6.6 A route to a human

You must maintain a reasonable means for a Guest to reach a human — an e-mail address, telephone number or contact form — and must not use the Assistant as the sole means of contact. Where a Guest asks to speak to a person, raises a complaint, or raises a safety, accessibility or medical matter, the Assistant is configured to direct them to you, and you are responsible for responding.

6.6.7 E-mails the Assistant sends

E-mails the Assistant sends to Guests are sent on your behalf, from the sender identity configured on your account, and are your communications for the purposes of Section 8, Appendix D and applicable electronic-communications law. You are responsible for their content, for any consent required, and for honouring opt-outs. The Assistant is not a marketing tool: it must not be used to send unsolicited commercial communications.

6.6.8 Consumer protection

Where the Guest is a consumer, you remain responsible for pre-contractual information, price transparency including all mandatory charges and taxes, the accuracy of any statement about availability or scarcity, cancellation and withdrawal rights, and the fairness of your own terms (Section 22.5). The Assistant does not discharge any of those obligations, and you must satisfy yourself that the information it presents meets them.

6.6.9 Data protection

6.6.9.1 Guest conversations with the Assistant — including anything a Guest types into it — constitute personal data processed by CaptainBook as your Processor under Appendix E. They are transmitted to the model providers listed in Annex E-2.1, which act as CaptainBook's sub-processors for this purpose.

6.6.9.2 You must configure the Assistant so that it does not invite Guests to provide special category data (Article 9 GDPR) — health conditions, allergies, dietary or mobility needs — through free-text conversation. Where you need that information, collect it through the dedicated fields provided for the purpose (Section 13.7.1).

6.6.9.3 Conversation transcripts are retained for the period set out in Annex E-1 and Section E.7, and are available to you in your account.

6.6.9.4 No solely automated decisions with legal effect. The Assistant executes the Guest's own request to book. It does not evaluate, score or profile the Guest, and availability and price are determined by the rules you configure rather than by any assessment of the individual. Section 13.5.3 is unaffected.

6.6.10 Metering, availability and withdrawal

Use of the Assistant consumes AI Tokens as set out in Section 6.4 and Appendix F. The Assistant depends on third-party model providers, and its availability, latency and content policies are outside our control; it is excluded from the SLA in Appendix C (Appendix C.4(f)). We may suspend or withdraw the Assistant, or any of its capabilities, under Sections 4.4 and 10.7, and immediately where its operation on your website presents a risk to Guests, to you or to CaptainBook.

6.7 AI Assistant for operators

This Assistant does not only answer questions — it changes your account. It can create, edit and delete products, availabilities, pricing and other records, including in bulk, and not every action can be undone. Read 6.7.3.

6.7.1 What it is

The AI Assistant for operators is an AI-powered chat available inside the Service, and in the mobile app, through which you and your users can query and manage your account in ordinary language. It carries out what you ask by calling the same documented interfaces described in Section 10.9, and is subject to the same limits.

It is distinct from the AI Sales Assistant in Section 6.6, which faces your Guests on your own website. This Assistant faces you, and acts on your account.

The Assistant is available on the Starter, Extended, Ultra and Corporate plans. It is not available on a Legacy Plan (Appendix B).

6.7.2 It acts as you, and cannot exceed your permissions

6.7.2.1 The Assistant acts as the signed-in user. It can do only what that user could do unaided: it is bound by the same plan entitlements, the same role and permission checks, and the same business-unit scope, and it cannot be used to obtain access a user does not otherwise have.

6.7.2.2 Actions taken through the Assistant are your actions. They are attributed to the signed-in user in the record of activity on your account, and Section 3.4 applies to them in full.

6.7.3 It can change and delete your data

6.7.3.1 Where you ask it to, the Assistant can create, modify and delete records in your account, including in bulk and in a single instruction — for example removing availability across a date range, or changing pricing across a set of experiences.

6.7.3.2 Not every action can be undone. Some records can be restored after deletion; others, including availability, cannot. You are responsible for satisfying yourself that an instruction is correct before you confirm it, and for the consequences of an instruction that was ambiguous, broader than you intended, or given in error.

6.7.3.3 Where an action is destructive or affects records in bulk, the Assistant is designed to describe what it is about to do and ask you to confirm before doing it. Confirming is your decision, and CaptainBook is not responsible for an action you confirmed.

6.7.3.4 We strongly recommend exporting or otherwise recording anything you cannot afford to lose before instructing bulk changes. Section 15.1 applies: you remain responsible for maintaining your own copies of business-critical data.

6.7.4 It can misunderstand you

The Assistant is probabilistic. It may misinterpret an instruction, act on a wider set of records than you meant, apply a change to the wrong period, or report an outcome inaccurately. To the maximum extent permitted by law, CaptainBook gives no warranty that it will interpret an instruction as you intended, and disclaims liability for actions taken on a misunderstood instruction that you confirmed. Sections 16 and 18 apply.

6.7.5 Content in your account is data, not instruction

Your account contains text written by Guests, by your staff and by connected third-party channels — booking notes, messages, customer names and product descriptions imported from OTA channels. The Assistant may read that content in the course of answering you. It is data, and CaptainBook does not warrant that it is free of text designed to influence the Assistant's behaviour. This is a further reason to read what the Assistant proposes before confirming a destructive or bulk action.

6.7.6 Data protection

Your conversations with the Assistant, and the account data it reads in order to answer, are processed by CaptainBook as your Processor under Appendix E, and are transmitted to the model providers listed in Annex E-2.1 as CaptainBook's sub-processors. Do not paste into the Assistant any personal data you are not permitted to disclose to a third-party processor, and do not use it to process special category data outside the fields provided for that purpose (Section 13.7.1).

6.7.7 Metering, availability and withdrawal

Use of the Assistant consumes AI Tokens as set out in Section 6.4 and Appendix F. It depends on third-party model providers, whose availability, latency and content policies are outside our control, and it is excluded from the SLA in Appendix C (Appendix C.4(f)). We may suspend or withdraw it, or any of its capabilities, under Sections 4.4 and 10.7.

6.8 Notifications and delivery

6.8.1 What the Service sends

The Service sends notifications by e-mail, and where enabled by SMS, WhatsApp and push notification — to your Guests (booking confirmations, tickets and vouchers, reminders, changes and cancellations) and to you and your users (new and changed Bookings, operational alerts, invoices, and the notices described in Sections 5.6, 7.10 and 19.2.5).

6.8.2 Delivery is not guaranteed

6.8.2.1 Delivery of any notification depends on systems outside our control — the recipient's mailbox provider and its spam, reputation and content filtering; mailbox capacity; carriers, destination-country regulations and handsets; device and operating-system settings for push notifications; and, where you use your own sending domain, its DNS and authentication configuration (Section 10.2).

6.8.2.2 We do not guarantee that any notification will be delivered, that it will be delivered within any period, or that it will appear in a recipient's primary inbox. Notification delivery is excluded from the SLA in Appendix C (Appendix C.4(e)) and no service credit arises from a notification that is not delivered.

6.8.2.3 Where a message is rejected as undeliverable, the address or number may be suppressed to protect sending reputation, and later messages to it may not be attempted. Suppression is reported in your account, and correcting the address is your responsibility.

6.8.3 The Service is the record, not the notification

6.8.3.1 A Booking, a change and a cancellation take effect in the Service, whether or not any notification about it was delivered. A confirmed Booking is confirmed even if the Guest never received the confirmation e-mail, and a cancellation is effective even if the notification failed.

6.8.3.2 You must not rely on notifications as your only means of knowing what has happened on your account. The authoritative record is in the Service, and you are responsible for checking it. Where your business depends on acting on a new Booking, you must have a means of seeing it that does not depend on a message arriving.

6.8.3.3 Where a Guest did not receive a notification about their Booking, resolving it with them — including any consequence of their not attending — is a matter between you and the Guest under Section 8.1. CaptainBook is not a party to that contract.

6.8.4 Your addresses, and notices to you

6.8.4.1 You must maintain an accurate, working and monitored e-mail address for billing and administrative notices, and keep your users' addresses current (Section 3.2).

6.8.4.2 Notices we are required to give you under this Agreement are effective when sent to the address on your account, in accordance with Section 21.4, whether or not you open, read or receive them. This includes the allowance and overage notices in Section 5.6, notice of failed payment and late payment under Section 7.10, and the renewal reminder in Section 19.2.5. Failure to maintain a monitored address does not suspend a deadline or discharge an obligation.

6.8.4.3 We keep a record of the notices we send to you and, where our provider reports it, their delivery status. That record is available to you on request.

6.8.5 Fallback between channels

Where a WhatsApp message cannot be delivered, the Service will where possible fall back to SMS, and the SMS is charged as an SMS (Section 6.5.1 and Appendix A.4). There is no fallback for e-mail, and no fallback applies where a Guest has opted out of a channel or where no alternative contact detail is held.

7. Fees, taxes and payment

7.1 Subscription fees. Subscription fees are charged in advance for each billing period and are non-refundable, in whole or in part, except where a refund is required by mandatory law or expressly provided for in Section 4.6.3, 17.3, 19.5.1, 19.6 or E.4.3 of these Terms. No refund or credit is due for partial billing periods, for periods in which you did not use the Service, for features you did not use, for downgrades taking effect at a later date, or for Bookings that did not materialise.

7.2 Billing cycle. The billing cycle you select determines both when you pay and what you commit to:

Where a month does not contain the corresponding day, the charge is taken on the last day of that month.

7.3 Usage and overage fees. Grace commission, overage commission, additional Resources, SMS above allowance and Purchased Tokens are charged as set out in Sections 5 and 6 and Appendix A. Usage and overage fees are charged in arrears, in addition to the subscription fee, and are also non-refundable.

7.4 Per-booking channel fees. Depending on plan and channel of sale, per-booking fees apply to OTA-channel Bookings as set out in Appendix A. These are separate from, and additional to, the Allowance mechanics in Section 5.

7.5 Third-party fees NOT included. Prices published by CaptainBook are exclusive of:

7.6 Taxes on Bookings. You (Provider) are solely responsible for determining, collecting, reporting and remitting all applicable taxes on the experiences you sell, including VAT/GST, tourism taxes, environmental and port taxes and withholding taxes. CaptainBook does not act as tax agent or tax adviser and does not calculate, collect or remit your taxes on your behalf.

7.7 Taxes on our fees. Our fees are exclusive of VAT and other applicable taxes, which will be added where required. Where you are established in the EU outside Greece and provide a valid VAT identification number, the reverse-charge mechanism may apply. You are responsible for the accuracy of the tax status and identification numbers you provide.

7.8 Currency. Fees are invoiced in your Billing Currency. Booking-related fees may be deducted directly from Booking amounts at settlement.

7.8.1 Where we do not invoice in your trading currency. You may sell to your own Guests in currencies in which CaptainBook does not invoice. Where the currency you operate in is not an available Billing Currency, we invoice you in the corresponding currency below. This affects only how CaptainBook invoices you; it does not change the currency in which you charge your own Guests, and it does not convert your Guests' payments.

You operate in We invoice you in
Czech koruna (CZK) EUR
UAE dirham (AED) USD
Mexican peso (MXN) USD
Any other currency that is not an available Billing Currency EUR

The plan price and add-on prices that then apply to you are those published for the Billing Currency in which we invoice you. Your Allowance is the euro figure in Section 5.1, converted to that currency at a fixed rate (Appendix A.1.1).

7.9 Recurring payment authorisation — the Designated Payment Method

7.9.1 Your authorisation. By subscribing to a paid plan you authorise CaptainBook, and its payment processor acting on its behalf, to charge the Designated Payment Method automatically, on a recurring basis and without further authorisation from you, for: (a) each monthly or annual subscription charge falling due during the Term; (b) all usage, add-on, SMS, Token and overage charges; (c) any price adjustment arising from an upgrade under Section 5.7 or 5.8; and (d) any other amount properly due under this Agreement.

7.9.2 The same payment method. The Designated Payment Method is the payment method on which your first payment for the Subscription was successfully charged. Each subsequent charge during the Term, and during each Renewal Term, is taken from that same payment method, unless you replace it under 7.9.4 or an updated credential is obtained under 7.9.5.

7.9.3 Nature of the authorisation. This is a mandate for merchant-initiated recurring transactions. You may be required to complete strong customer authentication when the Designated Payment Method is first registered or charged; subsequent charges are taken on the strength of that initial authentication. The authorisation remains in force for the whole of the Term and each Renewal Term, and until all amounts due under this Agreement have been paid in full.

7.9.4 Your obligation to maintain a valid method. You must keep a valid, funded and authorised payment method registered at all times during the Term. If the Designated Payment Method expires, is cancelled, is blocked or is declined, you must register a replacement without undue delay, and that replacement becomes the Designated Payment Method. Failure to maintain a valid payment method does not suspend, reduce or discharge your payment obligations and is a breach of this Agreement.

7.9.5 Updated credentials. You authorise us and our payment processor to use card account updater or equivalent services provided by card schemes and issuing banks to obtain updated card details automatically where a card is reissued, renewed or replaced, and to continue charging the updated credential as the Designated Payment Method.

7.9.6 Failed charges and retries. If a charge is declined we may re-present it, and may attempt any other payment method you have registered. Section 7.10 then applies. Fees, penalties or interest imposed by your bank or card issuer as a result of a failed or re-presented charge are your responsibility.

7.9.7 Amount and notice. Subscription instalment amounts are fixed for the duration of each Term, subject to Section 7.13. Usage, overage and add-on amounts vary by month; the amount to be charged is shown in your account and on the invoice issued to your billing address at or before the time of charging.

7.9.8 Withdrawal of authorisation. You may withdraw this authorisation, or instruct your bank or card issuer to block recurring charges, at any time. Doing so does not terminate the Subscription. Where you are billed annually it does not discharge your obligation to pay for the committed Term; where you are billed monthly the Subscription continues until you cancel it under Section 19.2.3. Any amount we are then unable to collect becomes immediately due for payment by bank transfer against invoice, and Section 7.10 applies.

7.10 Late payment. If an invoice is not paid by its due date, or a charge to the Designated Payment Method fails and is not remedied, we may, after giving you notice and a reasonable opportunity to cure, (i) suspend your access to the Service until the balance is cleared, (ii) apply statutory default interest under Greek law implementing Directive 2011/7/EU on combating late payment in commercial transactions, and (iii) recover reasonable collection and recovery costs. Suspension for non-payment does not end the Term, does not discharge fees already accrued, and does not entitle you to service credits under Appendix C.

7.11 Disputed invoices. You must notify us of any disputed amount within 30 days of the invoice date, with reasons. Undisputed amounts remain payable on the due date. We will not suspend the Service for a bona fide disputed amount while we are reviewing it in good faith.

7.12 Refunds to Guests. Refunds to Guests are governed by the Provider's cancellation and refund policy. CaptainBook has no discretion to grant, withhold or dispute Guest refunds unless required by law or by its payment processor. Payment-processing fees on refunded transactions may not be recoverable from the processor and remain payable by the Provider unless the processor's terms provide otherwise.

7.13 Chargebacks. The Provider bears the financial and evidential responsibility for chargebacks and payment disputes on its Connected Stripe Account. We may provide booking records to assist, but we do not represent the Provider in a dispute and do not guarantee its outcome.

7.14 Price changes. Your subscription price is fixed for the duration of the Initial Term and of each Renewal Term. We may change subscription prices, plan features, allowances, overage rates, add-on prices or Token prices on at least 30 days' notice before your renewal date, and the change takes effect from the start of the next Renewal Term or monthly period. If you do not accept the change, you may prevent renewal by cancelling under Section 19.2 before the renewal date; continued use into the Renewal Term constitutes acceptance. Usage-based rates that are not part of the subscription price — overage and grace commission, SMS, WhatsApp, additional Resources and Tokens — may be changed on 30 days' notice at any time. Where such a change takes effect during a committed annual Term and you do not accept it, you may terminate the affected usage-based service without penalty by notice before the change takes effect; your Subscription is otherwise unaffected.

8. Provider, Guest and Reseller relationships

8.1 Providers are solely responsible for honouring Bookings — including Bookings about which no notification was delivered (Section 6.8.3) — delivering their experiences safely and lawfully, communicating with Guests, holding all required licences, permits, certifications and insurance, and complying with all applicable law — including consumer, package-travel, transport, maritime, safety, employment, accessibility and data-protection law.

8.2 Providers must publish clear and accurate terms and conditions for their experiences (including cancellation, no-show, weather, safety and waiver policies) and must ensure Guests agree to them before booking. Providers are responsible for the content and enforceability of any digital waiver they issue through the Service; CaptainBook provides the tooling only and gives no assurance that a waiver is valid or enforceable in any jurisdiction.

8.3 Providers acknowledge that use of CaptainBook's marketplace or reseller network may create additional commission obligations to Resellers, as set out in the applicable plan or Reseller arrangement.

8.4 Resellers must be authorised to distribute the experiences they list, must not misrepresent inventory, prices or availability, and must comply with any additional Reseller terms notified by CaptainBook or by the Provider.

8.5 Reseller and marketplace terms. CaptainBook is currently rebuilding its local marketplace. Separate Reseller and Marketplace Terms will be published and, once published and accepted, will govern participation in the marketplace and the reseller network. Until then, Appendix H is reserved, and the marketplace-related provisions of the Legacy Reseller Plan (Appendix B) continue to apply to Providers and Resellers already onboarded under it.

9. Acceptable use

Your use of the Service is subject to the Acceptable Use Policy in Appendix D, which forms part of this Agreement. Breach of the Acceptable Use Policy is a material breach of this Agreement and may result in immediate suspension under Section 19.4.

10. Third-party services and integrations

10.1 The Service relies on, and integrates with, independent third-party services. The following list is illustrative and non-exhaustive, and will change over time as integrations are added, replaced or withdrawn:

10.1.1 Future integrations. CaptainBook will continue to add integrations, connectors, apps, plugins, AI models, analytics tools and other Third-Party Services. Any such addition is treated in the same way as the services listed above: it forms part of the "Third-Party Services" defined in Section 1 and is governed by this Section 10, by Appendix E where it processes personal data on our behalf, and by Appendix G where it sets cookies or similar technologies. No amendment to this Agreement is required to add a Third-Party Service, but where a new service processes personal data on our behalf it becomes a sub-processor and the notice and objection procedure in Section E.4.3 applies.

10.1.2 Two categories. It matters which of the two categories an integration falls into:

A current list of CaptainBook-engaged sub-processors is maintained at Annex E-2.

10.2 Your own accounts, your own responsibility. You may connect your own third-party accounts — for example your own Stripe account, your own Google Analytics or Tag Manager container, your own OTA channel accounts, your own e-mail sending domain, your own domain name. You alone are responsible for (i) reading and complying with those third parties' terms, (ii) configuring, funding and securing those accounts, (iii) paying all fees due to those third parties, and (iv) any interruption, loss, penalty, hold, freeze, reserve or regulatory action arising from them. CaptainBook is not responsible for the availability, performance, pricing, policy decisions, account decisions, holds, freezes, reserves, chargebacks, penalties, payout timing, tax reporting or data handling of any Third-Party Service or of any account you hold with one.

10.3 Stripe in particular. Payments are processed by Stripe under the Provider's own direct agreement with Stripe. Stripe's fees, settlement timing, reserve policies, onboarding and KYC/AML requirements, risk decisions and account terminations are matters between the Provider and Stripe. CaptainBook has no authority over them and accepts no liability in respect of them. Where Stripe suspends, restricts or terminates a Provider's account, the Provider remains liable for CaptainBook subscription and usage fees.

10.4 Fees are separate. Fees charged by Third-Party Services — including Stripe processing fees, carrier and telephony fees, Google Maps Platform usage above free tiers, and charges attributable to your consumption of AI features — are in addition to CaptainBook's fees and are billed by, or passed through from, the third party.

10.5 AI features. Certain features (content assistance, summarisation, translation, dynamic pricing suggestions, AI reporting) rely on OpenAI, Anthropic or such other model providers as we may engage from time to time under Section 10.1.1. AI output is probabilistic and may be inaccurate, incomplete, biased or unsuitable for a given use case. You are responsible for reviewing AI output before publishing or relying on it, and for ensuring that inputs you submit do not violate third-party rights or contain data you are not permitted to share with a model provider. CaptainBook does not warrant the accuracy of AI output and, to the maximum extent permitted by law, disclaims liability for decisions made in reliance on it. See Appendix F.

10.6 Google, tags and cookies. Where you enable Google Tag Manager, Google Analytics 4, Google Maps Platform or similar, you are the operator of those integrations for your own website and are responsible for the disclosures, consent banners and lawful bases required in your jurisdiction. CaptainBook provides the technical hooks only. See Appendix G.

10.7 Changes to Third-Party Services. We may add, remove or replace Third-Party Services at any time to maintain, improve or secure the Service, subject to the sub-processor change process in Appendix E. Where a Third-Party Service is withdrawn by its provider, changes its terms or pricing, deprecates an API, or ceases to be available on commercially reasonable terms, we may withdraw or replace the corresponding feature. Section 4.4 applies where this materially reduces a documented feature of your plan.

10.8 Automation platforms and customer-connected integrations

10.8.1 The Service supports connection to automation and workflow platforms — including Zapier, Make.com, webhooks, the CaptainBook API, and comparable iPaaS, no-code and workflow tools — and to any other third-party application you choose to authorise.

10.8.2 Where you authorise such a connection, you instruct CaptainBook to transmit data, including Guest personal data, to a destination that you control and that CaptainBook does not control, monitor or audit. By making the connection you confirm that you have the authority and the lawful basis to do so.

10.8.3 In respect of any such connection:

10.8.4 Credentials and scope. You must protect API keys, tokens and webhook secrets, grant the minimum scope necessary, and revoke access promptly when a connection is no longer required or when a person with access leaves your organisation. We may revoke a credential that we reasonably believe is compromised, is being used in breach of Appendix D, or is generating traffic that threatens the stability of the Service.

10.8.5 No endorsement. Listing, supporting or documenting an integration is not an endorsement of the third party, and does not make CaptainBook a party to your agreement with it.

10.9 Operator API, CLI API and MCP access

10.9.1 The interfaces. The Service exposes several programmatic interfaces, each with its own entitlement in Appendix A:

CaptainBook's own AI Assistant for operators (Section 6.7) uses these interfaces on your behalf. Section 10.9.4 applies to assistants you connect, not to that one.

10.9.2 Access tokens and least privilege. Access is by token, and each token carries an explicit set of abilities. You must issue the narrowest set of abilities sufficient for the task, keep tokens confidential, and revoke them promptly when a connection is no longer required or a person with access leaves your organisation (Section 10.8.4).

A token carrying write abilities can create, modify and permanently delete your products, availabilities and pricing, including in bulk and in a single call. Issue write tokens only where a write is genuinely required, and prefer read-only tokens for anything that reads.

10.9.3 Every call made with your token is your act. This applies whether the call was made by a person, by a script, or by an AI assistant or agent acting on your behalf — including where it acted autonomously, misinterpreted an instruction, or acted on content it had read. Section 3.4 applies.

10.9.4 AI assistants and MCP clients are your integrations, not ours. Where you connect an AI assistant, agent or MCP client to the Service, you instruct CaptainBook to make your data — including Guest personal data — available to a destination that you control and that CaptainBook does not control, monitor or audit. The provider of that assistant is engaged by you, under your own account and your own contract, and is not a CaptainBook sub-processor (Annex E-2.2). You are the Controller of that data from the point it leaves the Service, and Section 10.8.3 applies to it in full, including the responsibility for lawful basis, transparency, international transfers and data minimisation.

This is distinct from the AI features CaptainBook itself provides under Section 10.5 and Appendix F, where CaptainBook engages the model provider as its own sub-processor.

10.9.5 Tool output is data, not instruction. Data returned by these interfaces includes content supplied by Guests, by your staff and by connected third-party channels — booking notes, names, messages, product descriptions and similar. CaptainBook does not review that content and does not warrant that it is safe for an automated system to act upon. Where you permit an assistant or agent to take actions rather than only to read, you are responsible for the actions it takes, including where the content it processed was crafted to influence its behaviour. We recommend read-only tokens for assistant and agent connections.

10.9.6 Limits, availability and change. Rate limits, result-size limits and fair-use limits are published in the developer documentation and apply to all three interfaces; Appendix F.2 and F.3 apply. Throttling or blocking for exceeding a published limit is an Excluded Event under Appendix C.4(c). We may version, change, deprecate or withdraw an interface, or any tool it exposes, under Sections 4.4 and 10.7.

10.9.7 Logging. We record calls made to these interfaces, including the identity of the token used, for security, abuse prevention, billing and support. Those records are handled in accordance with Section 13 and Appendix E.

11. Service levels and support

Availability targets, service credits, support channels, response targets and maintenance windows are set out in the Service Level Agreement in Appendix C, which forms part of this Agreement. Service credits under Appendix C are your sole and exclusive financial remedy for failure to meet an availability target.

12. Intellectual property

12.1 Our IP. The Service, including all software, code, algorithms, models, designs, user interfaces, documentation, trademarks, logos and the "CaptainBook" name, is owned by CaptainBook I.K.E. and/or its licensors and is protected by copyright, trademark and other laws. Except for the limited rights granted in Section 12.2, no rights are granted to you.

12.2 Licence to you. Subject to your compliance with this Agreement and payment of all fees, CaptainBook grants you a limited, non-exclusive, non-transferable, non-sublicensable, revocable licence to access and use the Service during your Subscription for your internal business purposes (or, for Guests, for personal booking purposes).

12.3 Your Content. You retain ownership of the content you submit (listings, descriptions, images, media, prices, availability, waivers, customer data — "Your Content").

12.3.1 Licence. You grant CaptainBook a worldwide, non-exclusive, royalty-free, transferable, sublicensable licence to host, store, reproduce, adapt, edit, crop, re-format, translate, transmit, display and distribute Your Content for the purposes of:

12.3.2 Your warranty. You warrant that you own, or hold all rights necessary to grant, the licence in 12.3.1 — including the rights of any photographer, videographer, agency, contractor or other third party who created Your Content — and that you have obtained every consent, model release and permission required from any identifiable individual appearing in Your Content for it to be used as described in 12.3.1, including in advertising. Your indemnity in Section 17.1(b) applies to any claim arising from Your Content.

12.3.3 Fair use and takedown. CaptainBook will not misrepresent the origin of Your Content or present it in a way that is materially misleading about your business. You may ask us to stop using a specific item of Your Content in CaptainBook's own advertising by writing to info@captainbook.io; we will withdraw it from campaigns within our control within 30 days. Copies already distributed through third-party platforms, printed materials or press may persist, and we are not obliged to recall them.

12.3.4 Duration. The licences in 12.3.1(a) and (b) end when Your Content is deleted or your Subscription ends, save for residual copies in backups and for records we must retain by law. The licence in 12.3.1(c) continues in respect of materials already created or published, but CaptainBook will not create new advertising featuring Your Content after your Subscription ends.

12.3.5 Your name and logo. CaptainBook may identify you as a customer and use your business name, logo and trade marks for the purpose of stating that fact — on its website, in customer lists, in materials and presentations, and in press. This does not permit CaptainBook to suggest that you endorse or recommend the Service beyond your factual use of it. You may withdraw this permission at any time by writing to info@captainbook.io, and we will stop new use within 30 days.

12.4 Aggregated data. We may generate and use anonymised, aggregated statistical data derived from use of the Service (which does not identify you, your Guests or any individual) to operate, improve and benchmark the Service. This data is owned by CaptainBook.

12.5 Feedback. If you provide feedback, ideas or suggestions, you grant CaptainBook a perpetual, irrevocable, royalty-free licence to use them without restriction and without obligation to you.

12.6 Notice and action — reporting illegal or infringing content. CaptainBook operates a notice-and-action mechanism in accordance with Article 16 of Regulation (EU) 2022/2065 (the Digital Services Act) and Greek law implementing Directive (EU) 2019/790 on copyright in the Digital Single Market.

12.6.1 How to notify. If you believe that content hosted on the Service is illegal, or infringes your intellectual property rights, send a notice to info@captainbook.io marked "Notice and Action". To allow us to act, your notice should contain: (a) a sufficiently substantiated explanation of why you consider the content illegal or infringing; (b) a clear indication of the exact electronic location of the content, such as the URL or booking reference; (c) your name and e-mail address, except where the content concerns an offence relating to the sexual abuse or exploitation of children, in which case a notice may be submitted anonymously; and (d) a statement confirming your good-faith belief that the information in the notice is accurate and complete.

12.6.2 What we do. We will confirm receipt without undue delay, assess the notice in a timely, diligent, non-arbitrary and objective manner, and notify you of our decision and of the redress options available. Where we remove or disable access to content, we will give the affected user a statement of reasons in accordance with Article 17 of the Digital Services Act, unless the law requires otherwise.

12.6.3 Counter-notice and complaints. A user whose content has been removed or whose account has been restricted may contest the decision by e-mail to info@captainbook.io within six months, giving reasons. We will review the complaint and reverse the decision without undue delay where it was unfounded. This does not affect any right to pursue the matter before a court, or before an out-of-court dispute settlement body certified under Article 21 of the Digital Services Act.

12.6.4 Misuse and repeat infringers. We may suspend, for a reasonable period and after prior warning, the processing of notices from a person who frequently submits manifestly unfounded notices, and the account of a user who frequently provides manifestly illegal content.

12.6.5 No US notice regime. CaptainBook is established solely in Greece and is not subject to the US Digital Millennium Copyright Act. Any reference to a DMCA notice procedure in a legacy CaptainBook agreement is superseded by this Section 12.6.

13. Data protection and GDPR compliance

13.1 Applicable law and commitment

13.1.1 CaptainBook I.K.E. is established in Greece and processes personal data in accordance with Regulation (EU) 2016/679 (the General Data Protection Regulation, "GDPR"), Greek Law 4624/2019 implementing it, Directive 2002/58/EC (the ePrivacy Directive) as implemented in Greece, and the decisions and guidance of the Hellenic Data Protection Authority (Αρχή Προστασίας Δεδομένων Προσωπικού Χαρακτήρα) and of the European Data Protection Board.

13.1.2 CaptainBook's lead supervisory authority is the Hellenic Data Protection Authority, Kifissias 1-3, 115 23 Athens, Greece. You and any data subject have the right to lodge a complaint with that authority or with the supervisory authority of your habitual residence or place of work.

13.1.3 Personal data is handled in accordance with our Privacy Policy and, where CaptainBook acts as processor, the Data Processing Agreement in Appendix E, both of which form part of this Agreement.

13.2 Roles of the parties

13.2.1 With respect to the personal data of Guests, end-customers and prospects submitted to, or generated through, the Service by a Provider or Reseller, the Provider or Reseller is the Controller and CaptainBook is the Processor. Appendix E is the Article 28 GDPR contract governing that relationship.

13.2.2 With respect to the account, contact and billing data of the Provider or Reseller itself, Site and product telemetry, security logs, and processing for fraud prevention, invoicing and statutory record-keeping, CaptainBook is a Controller. That processing is described in the Privacy Policy.

13.2.3 Neither party acts as the other's joint controller unless the parties expressly agree an arrangement under Article 26 GDPR in writing before the relevant feature is used.

13.3 Principles applied

CaptainBook processes personal data in accordance with the principles in Article 5 GDPR: lawfulness, fairness and transparency; purpose limitation; data minimisation; accuracy; storage limitation; integrity and confidentiality; and accountability. We maintain records of processing activities under Article 30, apply data protection by design and by default under Article 25, and carry out data protection impact assessments under Article 35 where a processing operation is likely to result in a high risk to individuals.

13.4 Lawful bases where CaptainBook is Controller

Purpose Lawful basis
Providing the Service and performing this Agreement Article 6(1)(b) — performance of a contract
Invoicing, accounting and statutory record-keeping Article 6(1)(c) — legal obligation
Security, fraud prevention, abuse detection and service improvement Article 6(1)(f) — legitimate interests
Product analytics and non-essential cookies Article 6(1)(a) — consent, where required by the ePrivacy Directive
Direct marketing to business contacts Article 6(1)(f) or Article 6(1)(a), depending on the channel and jurisdiction

13.5 Data subject rights

13.5.1 Data subjects have the rights of access, rectification, erasure, restriction of processing, data portability, objection, and the right not to be subject to a decision based solely on automated processing producing legal or similarly significant effects (Articles 15 to 22 GDPR), and the right to withdraw consent at any time without affecting the lawfulness of processing before withdrawal.

13.5.2 Where CaptainBook is the Processor, requests from Guests must be handled by you as Controller; we will refer the data subject to you and assist as set out in Section E.5. Where CaptainBook is the Controller, requests may be sent to info@captainbook.io and will be answered within one month, extendable by two further months for complex requests.

13.5.3 Automated decision-making. The Service does not subject Guests to decisions based solely on automated processing producing legal or similarly significant effects within the meaning of Article 22 GDPR. AI-assisted features, including dynamic pricing suggestions, are decision-support tools; the Provider makes the decision (Appendix F.5.4). The AI Sales Assistant executes a Guest's own request to book and does not evaluate, score or profile the Guest (Section 6.6.9.4).

13.6 Your obligations as Controller

Where you are the Controller, you must: establish and document a valid lawful basis for each processing purpose you instruct; provide Guests with the Article 13 and 14 information notices; obtain and record any consents required, including for marketing, SMS and cookies on your own website; honour data subject rights; keep your own Article 30 records; and notify your supervisory authority and affected data subjects of a personal data breach where required. Your detailed obligations are set out in Section E.3.

13.7 Special category and children's data

13.7.1 Some Providers collect health, allergy, dietary, mobility or emergency-contact information from Guests for safety reasons. Such data is special category data under Article 9 GDPR. Where you collect it you are the Controller, you are responsible for establishing both an Article 6 lawful basis and an Article 9 condition, and you must use only the fields provided for that purpose and not free-text fields.

13.7.2 The Service is not directed at children. Where a Booking includes a minor, the Provider is responsible for ensuring that the information provided about that minor is limited to what is necessary and is supplied by a person with parental responsibility. Where consent is the lawful basis and the data subject is a child, Article 8 GDPR and the applicable national age threshold apply — in Greece, 15 years.

13.8 Sub-processors and international transfers

You authorise the sub-processors listed in Annex E-2. Personal data is hosted primarily in the European Union, including the gateway used for the personal WhatsApp connection, which runs on CaptainBook-operated servers in Germany. Where a transfer to a third country is necessary, it is made under the European Commission's Standard Contractual Clauses or another Chapter V GDPR safeguard, with a transfer impact assessment where required. Full detail is in Sections E.4 and E.9.

13.9 Security and breach notification

13.9.1 We implement the technical and organisational measures described in Annex E-3, as required by Article 32 GDPR. No online service is completely secure, and you acknowledge the residual risk inherent in transmitting data over the internet.

13.9.2 Where CaptainBook is the Processor, we will notify you of a personal data breach without undue delay and in any event within 48 hours of becoming aware of it (Section E.6). Where CaptainBook is the Controller, we will notify the Hellenic Data Protection Authority within 72 hours where required by Article 33, and affected data subjects where required by Article 34.

13.10 Data protection contact

Data protection enquiries: info@captainbook.io, marked "Data Protection".

CaptainBook has assessed whether it is required to appoint a Data Protection Officer under Article 37 GDPR and has concluded that it is not. CaptainBook is not a public authority; its core activity is the provision of booking and operations software, not the large-scale processing of special category data nor the regular and systematic monitoring of data subjects on a large scale. Where special category data is present in the Service it is collected at the discretion of individual Providers for safety purposes, through defined fields, and is processed by CaptainBook as Processor on those Providers' instructions. CaptainBook keeps this assessment under review and will appoint a Data Protection Officer, and publish the contact details in the Privacy Policy, if its processing changes such that Article 37 applies.

14. Confidentiality

14.1 Each party may receive information of the other that is non-public and marked or reasonably understood to be confidential ("Confidential Information"). The receiving party will use it only to perform under this Agreement and will protect it with at least the care it uses for its own confidential information, and no less than reasonable care.

14.2 Confidential Information does not include information that (a) is or becomes public without breach, (b) was lawfully known before disclosure, (c) is independently developed without use of the Confidential Information, or (d) is lawfully received from a third party without a duty of confidence.

14.3 Disclosure required by law, regulation or court order is permitted, provided the receiving party gives, where lawful and practicable, prompt notice to the disclosing party.

14.4 These obligations continue for three (3) years after termination, and indefinitely for trade secrets and personal data.

15. User data and backups

15.1 We maintain the data you transmit to the Service in order to operate the Service, and we perform routine backups as described in Annex E-3. You remain responsible for the data you transmit and for maintaining your own copies of business-critical data. Export functionality is available in the Service, subject to plan limits.

15.2 Subject always to Section 18.3, and to the maximum extent permitted by applicable law, CaptainBook's liability for loss or corruption of your data is limited as set out in Section 18, and our sole obligation in the event of loss or corruption caused by us is to use commercially reasonable efforts to restore the data from the most recent available backup.

15.3 On termination, you may export your data for 30 days from the effective date of termination. After that period we may delete Your Content and account data in accordance with Annex E-1, save where a longer retention is required by law.

16. Warranties and disclaimer

16.1 Each party warrants that it has full power and authority to enter into this Agreement.

16.2 CaptainBook warrants that it will provide the Service with reasonable skill and care and in accordance with the SLA in Appendix C.

16.3 EXCEPT AS EXPRESSLY SET OUT IN THIS AGREEMENT, THE SERVICE, THE SITE AND ALL CONTENT ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED. CAPTAINBOOK DISCLAIMS ALL IMPLIED WARRANTIES, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, NON-INFRINGEMENT, ACCURACY, UNINTERRUPTED OR ERROR-FREE OPERATION AND SECURITY. WE DO NOT WARRANT THAT THE SERVICE WILL MEET YOUR REQUIREMENTS, THAT DEFECTS WILL BE CORRECTED, OR THAT THE SERVICE OR ITS SERVERS ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS.

16.4 CaptainBook makes no representations or guarantees regarding the condition, legality, safety, insurance, suitability, availability or quality of any Provider, Guest, Reseller, experience or Booking, and gives no warranty as to the accuracy of AI-generated output.

16.5 Nothing in this Section limits any non-excludable statutory right of a consumer.

17. Indemnification

17.1 You will defend, indemnify and hold harmless CaptainBook I.K.E., its affiliates, officers, directors, employees and agents from and against any third-party claim, action, demand, loss, liability, cost or expense (including reasonable legal fees) arising out of or relating to: (a) your use of the Service; (b) Your Content; (c) any experience, Booking or transaction between you and any Provider, Guest or Reseller; (d) your breach of this Agreement, of any law, or of the rights of any third party; (e) your Third-Party Services and any accounts you connect, including your Connected Stripe Account; (f) tax obligations that are yours under Section 7; or (g) your use of, or reliance on, AI-generated output.

17.2 We will promptly notify you of any such claim, allow you to control the defence with counsel reasonably acceptable to us, and provide reasonable cooperation at your expense. You may not settle any claim in a way that admits liability on our part, imposes obligations on us or requires payment by us, without our prior written consent.

17.3 Our indemnity. We will defend you against any third-party claim that the Service, as provided by us and used in accordance with this Agreement, infringes that third party's intellectual property rights, and will pay damages finally awarded or agreed in settlement. This indemnity does not apply to claims arising from Your Content, from modifications not made by us, from combination with anything not supplied by us, or from use in breach of this Agreement. If the Service becomes, or we believe it may become, the subject of such a claim, we may at our option procure the right to continue using it, modify or replace it, or terminate the affected Subscription with a pro-rata refund of prepaid fees.

18. Limitation of liability

18.1 NO INDIRECT DAMAGES. TO THE MAXIMUM EXTENT PERMITTED BY LAW, NEITHER PARTY WILL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, LOST REVENUES, LOST BUSINESS, LOSS OF GOODWILL OR LOSS, CORRUPTION OR RECREATION OF DATA, WHETHER IN CONTRACT, TORT (INCLUDING NEGLIGENCE), STATUTE OR OTHERWISE, AND WHETHER OR NOT ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

18.2 CAP. THE AGGREGATE LIABILITY OF CAPTAINBOOK ARISING OUT OF OR RELATING TO THIS AGREEMENT OR THE SERVICE IN ANY TWELVE (12) MONTH PERIOD WILL NOT EXCEED THE GREATER OF (i) THE TOTAL SUBSCRIPTION AND USAGE FEES ACTUALLY PAID BY YOU TO CAPTAINBOOK IN THE SIX (6) MONTHS IMMEDIATELY PRECEDING THE FIRST EVENT GIVING RISE TO LIABILITY, OR (ii) €500 (or the equivalent in your Billing Currency).

18.3 CARVE-OUTS. Nothing in this Agreement excludes or limits liability that cannot be excluded or limited by law, including liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, for a party's payment obligations, for your indemnity obligations under Section 17.1, or for either party's breach of Section 14 (Confidentiality).

18.4 THIRD PARTIES. CaptainBook has no liability for the acts, omissions, downtime, security, pricing, decisions, holds, freezes, reserves, chargebacks, penalties or termination decisions of any Third-Party Service, including Stripe, AWS, Mixpanel, Intercom, OpenAI, Anthropic and Google.

18.5 ALLOCATION OF RISK. The limitations in this Section reflect the allocation of risk between the parties and are an essential basis of the bargain. They apply even if a limited remedy fails of its essential purpose.

19. Term, renewal, suspension and termination

Annual billing carries a minimum committed term of twelve (12) months and renews automatically for further twelve-month terms. Monthly billing has no minimum term and may be cancelled at any time with effect from the end of the month in progress.

19.1 Term

19.1.1 This Agreement starts when you first accept it, or first use the Service, whichever is earlier.

19.1.2 Monthly billing — no minimum term. A Subscription billed monthly runs from month to month. It continues until cancelled, and may be cancelled at any time with effect from the end of the monthly billing period then in progress. You keep full access until that date, and no further subscription charge is taken after it.

19.1.3 Annual billing — twelve-month committed term. A Subscription billed annually is for a minimum committed term of twelve (12) months — the Initial Term — beginning on the Subscription Start Date. The full twelve-month fee is charged in advance, and the Subscription cannot be terminated for convenience before the end of that term (Section 19.3.1).

19.1.4 Where a free trial applies, the Initial Term (annual billing) or the first monthly period (monthly billing) begins on the date the trial converts to a paid plan (Section 4.3).

19.1.5 Corporate Subscriptions are for the term stated in the applicable order form. Where the order form is silent, annual billing carries the twelve-month term in 19.1.3 and monthly billing runs from month to month under 19.1.2.

19.2 Automatic renewal

19.2.1 Annual billing. At the end of the Initial Term, and at the end of each Renewal Term, the Subscription renews automatically for a further committed term of twelve (12) months, on the plan, features and billing cycle then in effect, and at the price notified under Section 7.14.

19.2.2 Monthly billing. The Subscription continues automatically from month to month until cancelled.

19.2.3 To cancel, you must do so before the renewal date. No minimum notice period applies — a cancellation received at any time up to and including the day before the renewal date is effective. Cancel from within the Service, or by written notice to info@captainbook.io.

19.2.4 Cancellation takes effect at the end of the then-current Term — the end of the monthly period in progress where you are billed monthly, or the end of the twelve-month term where you are billed annually. You retain full access until that date and remain liable for usage charges incurred up to it. Fees already paid are not refunded (Section 19.3.5).

19.2.5 Renewal reminder. We will send a reminder to your billing and administrative e-mail address at least thirty (30) days before each annual renewal date, stating the renewal date and the price that will apply. For monthly billing, each invoice serves as notice of the following month. Failure to send or to receive a reminder does not by itself prevent renewal, but does not prejudice any right you have under mandatory law.

19.2.6 Stopping payment is not cancellation.

Your Subscription continues until it is cancelled in one of the ways set out in Section 19.2.3, or terminated under Section 19.5 or 19.6. None of the following cancels your Subscription:

Where any of these happens and you have not cancelled, the Subscription remains in force and the subscription fee continues to fall due for each billing period, whether or not you use the Service in that period and whether or not your access has been suspended under Section 19.4. Those amounts remain payable, together with statutory default interest and recovery costs under Section 7.10.

Cancelling is free, immediate and takes one step — from within the Service, or by e-mail to info@captainbook.io. If you are unsure whether your Subscription is still running, ask us before you stop paying.

19.3 Cancellation and the committed term

19.3.1 Annual billing — no termination for convenience during the Term. You may not terminate an annually billed Subscription for convenience during the Initial Term or a Renewal Term. You may cancel at any time to prevent the next renewal under Section 19.2.3, and you retain full access until the end of the term you have paid for. Sections 19.6 (termination by you for cause) and 4.4 (material feature reduction) are unaffected.

19.3.2 Monthly billing — cancel at any time. There is no committed term. Cancelling ends the Subscription at the end of the monthly billing period in progress, and no further subscription charge is taken.

19.3.3 Usage charges survive cancellation. In both cases you remain liable for usage, overage, add-on, SMS and Token charges already incurred up to the effective date of cancellation. These are invoiced in arrears in the ordinary way and may be charged after the Subscription has ended.

19.3.4 Where you have ceased paying, we may suspend access under Section 19.4. Suspension does not reduce any amount already accrued.

19.3.5 No refund of prepaid fees. Where you cancel an annually billed Subscription, no refund or credit is due for the unexpired part of the term; you keep full access until the term ends. Refunds are due only in the circumstances set out in Sections 4.6.3, 17.3, 19.5.1, 19.6 and E.4.3.

19.3.6 Downgrades are governed by Section 5.11: they take effect immediately, and the unused portion of what you have paid becomes account credit rather than a refund, which is lost if the Subscription is later cancelled or terminated (Section 5.11.3). An upgrade may be made at any time and takes effect immediately under Section 5.7, with the price difference charged pro rata; an upgrade does not restart an annual Term unless we expressly agree otherwise in writing.

19.4 Suspension

19.4.1 We may suspend all or part of the Service immediately where (a) required by law, a regulator, a court or a Third-Party Service; (b) there is a credible security, fraud or abuse risk to the Service, to us or to other users; (c) you materially breach Appendix D (Acceptable Use); or (d) fees remain unpaid after notice under Section 7.10. We will restore the Service promptly once the cause is resolved.

19.4.2 Suspension does not end your Subscription. While suspended, your Subscription remains in force, your account and all of your data are retained rather than deleted, your telephone numbers, integrations and configuration are preserved, and the subscription fee continues to fall due for each billing period. Suspension does not reduce the fees payable, does not discharge fees already accrued, and does not entitle you to service credits under Appendix C.

19.4.3 We are not obliged to terminate. Section 19.5.2(b) gives us the right to terminate where fees remain unpaid, but it is a right and not an obligation. We may leave a Subscription in force and continue to invoice it, so that your account and data are preserved for your return. If you do not want that, cancel under Section 19.2.3.

19.5 Termination by CaptainBook

19.5.1 We may terminate this Agreement or your access for convenience on 14 days' written notice. Where we do so other than for a reason listed in 19.5.2, we will refund the prepaid fees attributable to the unexpired part of the Term and, where you are billed monthly, no further instalments will be charged after the termination date.

19.5.2 We may terminate immediately, with no refund and (for annual billing) with all sums for the remainder of the Term remaining payable, where (a) you materially breach and fail to cure within 14 days of notice, or immediately where the breach is not capable of cure; (b) fees remain unpaid 30 days after the due date; (c) there is suspected fraud, abuse or illegality; (d) termination is required by law or by a Third-Party Service; or (e) you become insolvent, enter administration or liquidation, or cease to trade.

19.6 Termination by you for cause

You may terminate immediately on written notice if we materially breach this Agreement and fail to cure within 30 days of your notice. In that case the Term ends on the termination date, no further subscription charges are payable, and we will refund prepaid fees attributable to the unexpired part of the Term.

19.7 Effect of termination

On termination or expiry:

19.8 Reactivation of a suspended or lapsed account

19.8.1 Where your access has been suspended, or your Subscription terminated, for non-payment, we will retain your account and data for the periods set out in Section 15.3 and Appendix E.7 so that you can return.

19.8.2 To reactivate, all outstanding amounts must be paid in full first — including every subscription fee that fell due while the account was suspended, all usage and overage charges, statutory default interest under Section 7.10, and any reasonable recovery costs. We may require payment by bank transfer, and may require a valid payment method to be registered before access is restored.

19.8.3 We are not obliged to reactivate an account, and may decline where amounts remain outstanding, where the account was terminated under Section 19.5.2, or where a chargeback was raised against us.

19.8.4 You must not open a new account to avoid amounts outstanding on an existing one. Where you do, we may treat the new account as continuing the old one, invoice the outstanding amounts to it, suspend it under Section 19.4, or decline to provide the Service. This is a breach of Appendix D.

19.8.5 Nothing in this Section requires you to pay for any period after a cancellation that was validly made under Section 19.2.3.

20. Governing law, disputes and jurisdiction

20.1 Governing law. This Agreement is governed by the laws of Greece, without regard to conflict-of-laws principles. The United Nations Convention on Contracts for the International Sale of Goods is expressly excluded. CaptainBook is established solely in Greece and this Agreement is drafted to Greek and European Union law. Where you are established or resident outside the European Union, this choice of law does not deprive you of the protection of any mandatory rule of the law of your own country that applies notwithstanding a choice of law.

20.2 Escalation and informal negotiation. Before commencing formal proceedings, the parties will attempt in good faith to resolve the dispute through written informal negotiation for at least 25 days from the first written notice of the dispute.

20.3 Jurisdiction. Subject to Section 20.4, the parties submit to the exclusive jurisdiction of the courts of Naxos, Greece, or, where a matter falls within their subject-matter competence under Greek procedural law, the courts of Athens, Greece. Each party waives objections based on lack of personal jurisdiction or forum non conveniens. Either party may seek injunctive or other urgent interim relief in any court of competent jurisdiction.

20.4 Consumers. Nothing in this Section deprives a Guest acting as a consumer of the protection of the mandatory rules of the country of their habitual residence, including the right to bring proceedings before the courts of that country. Consumers in the EU may also use the EU Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.

20.5 Time bar. Any claim arising out of or relating to this Agreement or the Service must be commenced within two (2) years after the cause of action accrued, failing which it is permanently barred, unless a longer period is required by mandatory law.

21. General

21.1 Changes to this Agreement. We may modify this Agreement from time to time. Material changes will be notified to account holders at least 30 days before they take effect, and the current version will be published on the Site. Continued use after the effective date constitutes acceptance. Changes are not retroactive unless we expressly say so and the law permits it.

21.2 Order of precedence. In the event of conflict, the following order applies: (1) mandatory rules of Greek and European Union law, and Section 22 where it gives effect to them; (2) a signed order form or Corporate agreement; (3) the Data Processing Agreement (Appendix E) in respect of personal data; (4) these main terms; (5) Appendices A, C, D, F, G; (6) Appendix B (Legacy Plan), subject to Section 4.2.

21.3 Electronic communications and signatures. You consent to receive notices, agreements, invoices and disclosures electronically, by e-mail or through the Service, and agree that electronic acceptance and signature satisfy any legal requirement of a signed writing.

21.4 Notices. Notices to CaptainBook: info@captainbook.io, and by post to CaptainBook I.K.E., Petrou Protopapadaki 13, 84300 Naxos, Greece. Notices to you: the billing and administrative e-mail address on your account, or in-product notification. E-mail notices are deemed received on the next working day after despatch.

21.5 Assignment. You may not assign or transfer this Agreement without our prior written consent, not to be unreasonably withheld. We may assign it in connection with a merger, acquisition, reorganisation or sale of all or substantially all of our assets.

21.6 Independent contractors. The parties are independent contractors. Nothing creates an agency (other than the limited payment-collection agency in Section 2.2), partnership, joint venture or employment relationship.

21.7 Force majeure. Neither party is liable for delay or failure to perform (other than payment obligations) caused by events beyond its reasonable control, including natural disasters, war, terrorism, riots, embargoes, strikes, epidemics or pandemics, governmental action, or failures of the internet, telecommunications, power or Third-Party Services.

21.8 Severability. If any provision is found unenforceable, the remainder remains in full force and the unenforceable provision is modified to the minimum extent necessary to make it enforceable.

21.9 No waiver. Failure to enforce a provision is not a waiver of the right to enforce it later.

21.10 No third-party beneficiaries. Except as expressly stated, no person other than the parties has any right to enforce this Agreement.

21.11 Entire agreement. This Agreement, together with the Privacy Policy, the Appendices, and any order form, is the entire agreement between the parties on its subject matter and supersedes all prior agreements and understandings.

21.12 Language. This Agreement is concluded in English. Translations are provided for convenience; the English version prevails.

21.13 Trademarks. "CaptainBook" and the CaptainBook logo are trademarks of CaptainBook I.K.E. Names of third parties are trademarks of their respective owners, and nothing in this Agreement transfers ownership of them — save that Section 12.3.5 grants CaptainBook a limited, revocable licence to use a customer's name and logo to identify it as a customer.

21.14 Copyright. © 2021–2026 CaptainBook I.K.E. All rights reserved.

21.15 Transitional provision — when this version takes effect. This is the first version of these Terms published under CaptainBook's versioned terms system, and it replaces all previously published terms.

Where a Legacy Plan applies to an account, Section 4.2 and Appendix B continue to govern its commercial terms after this version takes effect.

22. European Union regulatory compliance

CaptainBook I.K.E. is established solely in Greece and operates from the European Union. This Section gives effect to the European Union law that applies to CaptainBook and to its customers in the EU. Where any provision of this Agreement is inconsistent with a mandatory rule of law that applies to you — whether of EU law or, for customers outside the EU, of your own country — that rule prevails and this Agreement is read accordingly. Section 22.11 addresses customers outside the European Union.

22.1 Platform-to-Business Regulation (EU) 2019/1150

Where CaptainBook provides online intermediation services to a Provider established in the EU that offers experiences to consumers in the EU, Regulation (EU) 2019/1150 on fairness and transparency for business users of online intermediation services ("P2B") applies. The following provisions give effect to it and, to the extent of any inconsistency, prevail over Sections 19.4, 19.5 and 21.1.

22.1.1 Plain and intelligible terms. These Terms are drafted in plain and intelligible language and are available at all times, including before the conclusion of the contract, at captainbook.io.

22.1.2 Changes to these Terms. We will give at least 15 days' notice of any change to these Terms, on a durable medium, and a longer period where the change requires you to make technical or commercial adaptations. During the notice period you may terminate this Agreement without penalty and without being bound by the remainder of the Term under Section 19.3. You may waive the notice period by an express, unambiguous statement. Section 21.1 provides a longer 30-day notice period, which continues to apply.

22.1.3 Restriction, suspension and termination. Where we restrict or suspend the provision of the Service to you, we will give you a statement of reasons on a durable medium before or at the time the restriction or suspension takes effect. Where we terminate the provision of the Service to you, we will give a statement of reasons and at least 30 days' notice. The notice period does not apply where we are subject to a legal or regulatory obligation to terminate, where we exercise a right of termination for an imperative reason under national law, or where we can demonstrate that you have repeatedly infringed these Terms. Section 19.5.2 is read subject to this paragraph.

22.1.4 Grounds for suspension and termination. The grounds on which we may restrict, suspend or terminate are set out exhaustively in Sections 19.4 and 19.5 and in Appendix D.3.

22.1.5 Ranking. Where the CaptainBook marketplace ranks or orders experiences, the main parameters determining ranking and the reasons for their relative importance will be published in the marketplace documentation and in Appendix H when it is issued. Where a Provider can influence ranking against direct or indirect remuneration, this will be disclosed.

22.1.6 Access to data. A description of the technical and contractual access that Providers have to data generated through the Service — including booking, customer and performance data — is set out in Sections 12.3, 15.1 and 15.3, and in the export functionality available in the Service.

22.1.7 Complaints and mediation. Complaints may be sent to info@captainbook.io marked "P2B Complaint" and will be handled promptly, proportionately and free of charge, with the outcome communicated to you in plain language. CaptainBook is a small enterprise within the meaning of Article 11(5) and Article 12(5) P2B and is therefore currently exempt from the obligation to operate a formal internal complaint-handling system and to identify mediators in these Terms. We remain willing to engage in good faith in mediation. If CaptainBook ceases to qualify as a small enterprise, these Terms will be updated to identify two mediators in accordance with Article 12 P2B.

22.1.8 No differentiated treatment. Where CaptainBook offers its own experiences or those of an entity it controls, any differentiated treatment in ranking, access to data or conditions of access will be disclosed. CaptainBook does not currently offer its own experiences.

22.2 Digital Services Act — Regulation (EU) 2022/2065

22.2.1 To the extent CaptainBook provides hosting services or acts as an online platform, it complies with the Digital Services Act. The notice-and-action mechanism, statements of reasons, internal complaint handling and out-of-court dispute settlement are set out in Section 12.6.

22.2.2 Single point of contact. For authorities, users and recipients of the Service: info@captainbook.io. Communications may be made in Greek or English.

22.2.3 Traceability of traders. Where required by Article 30 of the Digital Services Act, we will obtain and verify before allowing a Provider to offer experiences to consumers through the marketplace: name, address, telephone number, e-mail, payment account details, identification document or equivalent, trade register details where applicable, and a self-certification of compliance with EU law. You must supply this information promptly on request and keep it up to date, and we may suspend the offering of your experiences until you do.

22.2.4 CaptainBook is not designated as a Very Large Online Platform and the additional obligations applicable to such platforms do not apply.

22.3 Payment flows and tax reporting

22.3.1 CaptainBook does not hold, receive, control or settle Guest funds. Payments for Bookings are processed by Stripe, under the Provider's own Stripe account, established by the Provider under the Provider's own direct agreement with Stripe. Funds move from the Guest to the Provider's Stripe account and are settled by Stripe to the Provider's bank account. CaptainBook is not a party to that flow, is not a payment institution, e-money institution or payment intermediary, and does not act as a merchant of record.

22.3.2 Consequently, CaptainBook does not collect, verify or report seller information or consideration to any tax authority, and does not consider itself a reporting platform operator for the purposes of Council Directive (EU) 2021/514 ("DAC7") in respect of the software services described in this Agreement. Where Stripe or any other payment processor has reporting obligations of its own in respect of the Provider's account, those are matters between the Provider and that processor.

22.3.3 You are solely responsible for your own tax position, including registration, invoicing, the calculation, collection, declaration and remittance of VAT/GST, tourism, environmental and port taxes, income and corporate tax, and any platform or marketplace reporting obligation that applies to you. Section 7.6 applies.

22.3.4 Change of circumstances. If CaptainBook's operating model changes — in particular if CaptainBook begins to receive or settle Guest funds, or if the CaptainBook marketplace connects Providers with Guests in a way that brings CaptainBook within the definition of a reporting platform operator — CaptainBook will notify affected Providers, will publish the information it is required to collect, and Providers will supply that information promptly on request. Nothing in 22.3.2 is a representation that no reporting obligation will ever arise.

22.3.5 Each party will provide the other with reasonable cooperation and information required to satisfy a tax authority request relating to the Service.

22.4 Package Travel Directive (EU) 2015/2302

22.4.1 CaptainBook is a technology provider, not a travel organiser, retailer or facilitator of linked travel arrangements, and does not assume the obligations of an organiser under Directive (EU) 2015/2302.

22.4.2 You are responsible for determining whether the combination of services you sell constitutes a package or a linked travel arrangement, and for complying with the resulting obligations — including pre-contractual information, the standard information forms, and the mandatory insolvency protection required by Article 17 of the Directive.

22.4.3 Nothing in the Service, including its cart, bundling, cross-sell or upsell functionality, should be taken as advice on whether a package has been created. If in doubt, take your own legal advice before combining services.

22.5 Consumer protection

22.5.1 Where a Guest is a consumer, the Provider is the trader for the purposes of Directive 2011/83/EU on consumer rights, Directive 2005/29/EC on unfair commercial practices as amended by Directive (EU) 2019/2161, and Directive 93/13/EEC on unfair terms. The Provider is responsible for pre-contractual information, price transparency, cancellation and withdrawal rights, and the fairness of its own terms.

22.5.2 Where the Service displays reviews, the Provider is responsible for ensuring that any statement that reviews originate from consumers who have actually used the experience is accurate, and for the processes used to verify this (Annex I to Directive 2005/29/EC).

22.5.3 Where a Provider applies personalised pricing based on automated decision-making, it must inform consumers of that fact as required by Article 6(1)(ea) of Directive 2011/83/EU. Use of CaptainBook's dynamic pricing features does not discharge that obligation.

22.5.4 Right of withdrawal for organised trips. Contracts for accommodation, transport, car rental, catering or leisure services provided on a specific date or period are generally exempt from the consumer right of withdrawal under Article 16(l) of Directive 2011/83/EU. The Provider is responsible for assessing whether the exemption applies to its own offering.

22.6 Artificial Intelligence Act — Regulation (EU) 2024/1689

22.6.1 Certain features of the Service use general-purpose AI models supplied by third parties (Section 10.5). CaptainBook acts as a deployer, and where it makes AI-assisted features available under its own name — including the AI Sales Assistant in Section 6.6 — as a provider, of AI systems that are not classified as high-risk. Where you embed the Assistant on your own website you are also a deployer in respect of your use of it, and Section 6.6.5 sets out the transparency obligations that follow.

22.6.2 Transparency. Where you use AI-assisted features to generate or materially alter text, images or other content that is published to Guests, you are responsible for any disclosure required by Article 50 of the Regulation, including informing individuals that they are interacting with an AI system where that is not obvious, and marking synthetic content where required.

22.6.3 You must not use AI-assisted features for any practice prohibited by Article 5 of the Regulation, including subliminal or manipulative techniques, exploitation of vulnerabilities, social scoring, or emotion inference in the workplace. See Appendix D.2(v) to (x).

22.6.4 CaptainBook will provide reasonable information to enable you to meet your own obligations under the Regulation in respect of features you deploy.

22.7 Accessibility — Directive (EU) 2019/882

22.7.1 The European Accessibility Act applies to e-commerce services provided to consumers. CaptainBook works towards conformity of the booking widget, hosted checkout and customer-facing interfaces with the harmonised accessibility requirements, taking the EN 301 549 standard as its reference.

22.7.2 You remain responsible for the accessibility of your own website, of the templates, colours, fonts, images and alternative text you configure, and of any customisation you apply to the widget. Customisations that reduce contrast, remove labels or disable assistive-technology support are your responsibility.

22.7.3 CaptainBook will publish an accessibility statement for the booking widget, hosted checkout and customer-facing interfaces at captainbook.io. Accessibility questions may be sent to info@captainbook.io.

22.8 Geo-blocking — Regulation (EU) 2018/302

CaptainBook does not block or limit access to the Service, or apply different general conditions of access, on the basis of a customer's nationality, place of residence or place of establishment within the EU, except where required by law. Providers are responsible for their own compliance with the Regulation in respect of the experiences they sell.

22.9 Electronic commerce and information society services

CaptainBook provides information society services within the meaning of Directive 2000/31/EC as supplemented by the Digital Services Act. The information required by Article 5 of that Directive — legal name, geographic address, contact details, trade register and VAT identification — appears at the head of this Agreement and in the Site footer.

22.10 Late payment in commercial transactions

Interest and recovery costs for late payment between undertakings are applied in accordance with Greek law implementing Directive 2011/7/EU (Section 7.10).

22.11 Customers outside the European Union

22.11.1 CaptainBook invoices in a number of currencies, including CAD and AUD, and has customers established outside the European Union. CaptainBook remains established solely in Greece and does not maintain an establishment, branch or fixed place of business in any other country.

22.11.2 Mandatory local law. Where you are established or resident outside the European Union, the choice of Greek law in Section 20.1 does not deprive you of the protection of any mandatory rule of your own country's law that applies notwithstanding a choice of law. In Australia this includes the consumer guarantees under the Australian Consumer Law, which cannot be excluded; in Canada it includes applicable federal and provincial consumer protection legislation.

22.11.3 Indirect taxes. Our fees are exclusive of all indirect taxes, including Australian GST and Canadian GST/HST. Where CaptainBook is required to register for and charge such a tax, it will be added to your invoice. Where you are a business registered for that tax, you may be required to account for it yourself under the applicable reverse-charge or equivalent mechanism, and you are responsible for the accuracy of any registration number you give us. Section 7.7 applies.

22.11.4 Sections 22.1 to 22.10 give effect to European Union law. They apply to you to the extent that the relevant instrument applies to your relationship with CaptainBook.

Appendix A — Plans, Allowances and Fees

Summary as at the date of this Agreement. The pricing page published at captainbook.io prevails in the event of any inconsistency. All prices exclude VAT/GST and other applicable taxes, and exclude Stripe and other Third-Party Service fees (Section 7.4).

A.1.0 Prices by Billing Currency

Set independently per currency. Not conversions of one another. The price that applies to you is the one published for the Billing Currency you selected at sign-up.

Monthly price

Billing Currency Starter Extended Ultra
EUR €49 €199 €349
USD $54 $219 $382
GBP £42 £169 £294
CAD CA$74 CA$309 CA$525
RON 249 lei 999 lei 1,739 lei
PLN 215 zł 859 zł 1,509 zł
AUD A$80 A$329 A$569
JPY ¥8,200 ¥33,300 ¥58,400

Annual price — charged in full in advance, carries the 12-month committed term (Section 19.1.3). Paying annually saves approximately 15% against twelve monthly charges at the monthly price.

Billing Currency Starter Extended Ultra
EUR €492 €2,028 €3,552
USD $552 $2,244 $3,900
GBP £423 £1,728 £3,000
CAD CA$756 CA$3,156 CA$5,340
RON 2,554 lei 10,200 lei 17,748 lei
PLN 2,196 zł 8,772 zł 15,396 zł
AUD A$828 A$3,360 A$5,808
JPY ¥82,300 ¥339,000 ¥593,700

Corporate pricing is agreed in an order form.

JPY is a zero-decimal currency — amounts are expressed in whole yen and are not subdivided.

Where you operate in a currency CaptainBook does not invoice in, Section 7.8.1 sets out the Billing Currency we invoice you in instead.

Annual Online Volume Allowances by currency are in Section 5.1. Add-on and usage prices by currency are in A.4.

A.1 Plan comparison

Starter Extended Ultra Corporate
Price and Allowance See A.1.0 See A.1.0 See A.1.0 Custom
Overage rate above Allowance 3% 2% 1% Per order form
Experiences (fixed) 10 50 100 Custom
User accounts 3 10 Unlimited Custom
Resources included 1 5 20 Custom
Partners / affiliates — 20 Unlimited Custom
Direct channel fee 0% 0% 0% Custom
Major OTA fee — Adventuro, GetYourGuide, Google Things To Do, Project Expedition and Viator 0% 0% 0% Custom
Other OTA channel fee — all other connected channels (see A.1.2) 3.5% 3% 2.25% Custom
SMS included / month — 100 500 Custom
WhatsApp messages included / month 50 200 750 Custom
AI Tokens granted / month 500 2,000 5,000 Custom
Digital waivers — 2 (unlimited signatures) 10 (unlimited signatures) Custom
Staff training — 1 hour 3 hours Custom
Support Email / chat Email / chat Email / chat / phone, dedicated account manager Custom
AI Sales Assistant (Section 6.6) Yes — opt-in Yes — opt-in Yes — opt-in Custom
AI Assistant for operators (Section 6.7) Yes Yes Yes Custom
Operator API access — — Yes Custom
Zapier and Make.com — — Yes Custom
CLI API Yes Yes Yes Custom
MCP — statistics server Yes Yes Yes Custom
MCP — inventory server Yes Yes Yes Custom
Free trial 14 days 14 days 14 days By arrangement
Minimum committed term Annual 12 months · Monthly none Annual 12 months · Monthly none Annual 12 months · Monthly none Per order form
Renewal Automatic — 12 months (annual) or monthly Automatic — 12 months (annual) or monthly Automatic — 12 months (annual) or monthly Per order form

Subscription prices and OTA connectivity charges are set separately in each Billing Currency and are not conversions of the EUR price. The price that applies to you is the one published for your Billing Currency at the time you subscribe, and it is fixed for the duration of each Term under Section 7.14. Your Allowance is not set this way: it is a single euro figure converted at a fixed rate, so the included booking volume is equivalent in every currency (Section 5.1 and A.1.1).

Prices are taken from CaptainBook's published pricing. Appendix A states that the pricing page prevails in the event of any inconsistency.

A.1.2 Connected channels

Major OTAs — no CaptainBook channel fee (0%): Adventuro, GetYourGuide, Google Things To Do, Project Expedition and Viator.

Other connected channels — charged at your plan's Other OTA channel fee: Civitatis, Ctrip, Headout, Klook, Marketing Greece, Musement, Tiqets, Travel Curious and Triparound.

Distribution-only integrations — no channel fee: TourPublish. This integration publishes your product and availability information; Bookings are not received through it, so no per-booking channel fee applies.

The CaptainBook marketplace is CaptainBook's own channel, not a third-party OTA. Marketplace Bookings count towards your Annual Online Volume Allowance under Section 5.2(a) where they are paid through your Connected Stripe Account, and any marketplace or reseller commission is governed by Section 8 and Appendix H.

Channels are added and withdrawn over time. The current list, and which fee applies to each, is published in your account.

A.1.1 How currency works

Item Currency treatment
Subscription price Set independently per currency (A.1.0). Not conversions of one another.
Annual Online Volume Allowance Converted from the euro figure at a fixed rate (Section 5.1), so the included booking volume is equivalent in every currency.
Additional Resource add-on Set independently per currency (A.4).
SMS above allowance Set independently per currency (A.4).
Per-product OTA integration add-on Set independently per currency (A.4).
Other OTA channel fee A percentage of booking value — currency-neutral. Starter 3.5%, Extended 3%, Ultra 2.25%.
Overage and grace commission Percentages — currency-neutral.
AI Tokens Granted allowances are unit counts, not amounts of money. Purchased Token prices are published per currency in your account.

Your Billing Currency is selected at sign-up. All invoices, charges to your Designated Payment Method, allowances and usage charges are denominated in that currency. We do not convert between currencies, and a change of Billing Currency takes effect only from the start of a new Term.

A.2 Included features by plan

Starter — mobile app, AI reporting, channel manager, resource manager, discount codes, Google Analytics 4, website builder, e-mail notifications, unlimited customer support, CLI API and MCP access (Section 10.9). No partners/affiliates, no SMS, no digital waivers.

Extended — everything in Starter, plus partners and affiliates, multi-widgets, cart management, Google Tag Manager, custom thank-you pages, integrated digital waivers, plugins, SMS allowance, dedicated staff training.

Ultra — everything in Extended, plus unlimited user accounts and partners, Operator API access, Zapier and Make.com integration, dedicated account manager, phone support, higher SMS and waiver allowances.

Corporate — tailor-made scope, limits, integrations, onboarding and commercial terms, agreed in an order form.

A.3 Annual Online Volume Allowance — summary of the mechanic

This table summarises Section 5. Section 5 governs in the event of any inconsistency.

Stage What happens
1. Allowance exceeded A 3% grace commission starts to apply to Online Volume above the Allowance, on every plan.
2. Notice We e-mail your billing and administrative address, stating the date, the volume, the grace commission and the deadline.
3. Your choice — 7 working days (a) Upgrade to a higher plan — higher Allowance applies, accrued volume carries over, price difference charged pro rata for the ongoing month, grace commission stops. (b) Stay on your plan on a commission basis — excess charged at Starter 3% / Extended 2% / Ultra 1% for the rest of the Subscription Year.
4. No answer in 7 working days We move you to the next higher plan from the 8th working day and confirm it in writing, price difference charged pro rata for the ongoing month. For Ultra, there is no higher standard plan — the 1% Ultra overage rate applies instead, and we contact you about Corporate.
5. Annual reset Allowance resets on the Subscription Year anniversary. Subscription fee only, no overage, until the Allowance is exceeded again.

Counts towards the Allowance: Bookings created via your website, a CaptainBook widget, a CaptainBook-hosted checkout, or the marketplace, and on which at least one payment — of any size and for any purpose, including a deposit or a tip — was processed through your Connected Stripe Account. The full gross booking value counts, not the amount paid, net of refunds. The Allowance is the euro figure in Section 5.1, converted to your Billing Currency at a fixed rate (Appendix A.1.1).

Does not count: OTA and channel-manager Bookings; manual, phone, e-mail and walk-in Bookings; Bookings with no payment through your Connected Stripe Account; test Bookings.

A.4 Add-ons and usage charges

Prices by Billing Currency — set independently, not conversions of one another:

Billing Currency Additional Resource / month SMS above allowance WhatsApp above allowance Per-product OTA integration / month
EUR €10 €0.10 €0.10 €14.99
USD $11 $0.11 $0.11 $19.99
GBP £9 £0.09 £0.09 £14.99
CAD CA$16 CA$0.16 CA$0.16 CA$22.99
RON 50 lei 0.50 lei 0.50 lei 79.99 lei
PLN 45 zł 0.50 zł 0.50 zł 64.99 zł
AUD A$17 A$0.17 A$0.17 A$24.99
JPY ¥1,700 ¥19 ¥19 ¥2,510
Item Notes
Additional Resource All plans. Pro-rated in the month added. Non-refundable. Removable from the next billing period.
Experiences Not available as an add-on — the experience count is fixed per plan. Upgrade to increase it.
SMS above allowance Billed monthly in arrears. Long messages are split into multiple segments and charged as multiple SMS (Section 6.3.3) — so a single long message can cost more than the per-message rate shown.
WhatsApp above allowance Charged per message, billed monthly in arrears (Section 6.5.2). Where a WhatsApp message cannot be delivered and falls back to SMS, the SMS is charged as an SMS and not as a WhatsApp message. Meta's own charges on a BYO WhatsApp Business Account are separate and are not included.
Per-product OTA integration All plans, for certain OTA integrations. Charged per product per month.
AI Tokens (purchased) Price published in your account. Purchasable on consumption, no upper limit. Non-refundable. Consumed before granted Tokens (Section 6.4.3). Do not expire while the Subscription is active.
AI Tokens (granted) Included — Starter 500 / Extended 2,000 / Ultra 5,000 per month. Expire monthly, no carry-over.

A.5 Term, billing and other conditions

Term and commitment (Sections 7.2 and 19)

Other conditions

Appendix B — Legacy Plan: Experience Provider and Reseller Agreement

This Appendix reproduces, for continued application to Providers and Resellers onboarded under it, the "Experience Provider and Reseller Agreement" and its associated "General Delivery Terms". Where this Appendix conflicts with the main body of these Terms, Section 4.2 governs which prevails: the legacy plan prevails on commercial points, these Terms prevail on non-commercial points.

The Annual Online Volume Allowance mechanic in Section 5, and the SLA in Appendix C, do not apply to a Legacy Reseller Plan account unless and until that account migrates to a current plan.

Of Section 6, the following do not apply to a Legacy Reseller Plan account: the plan-based provisions on experiences and additional Resources (6.1 and 6.2), AI Tokens (6.4), WhatsApp (6.5), the AI Sales Assistant (6.6) and the AI Assistant for operators (6.7). Section 6.8 (notifications and delivery) does apply, as does Section 6.3 in respect of any SMS the account sends.

SCOPE OF THIS APPENDIX. This Appendix preserves the commercial terms of the Legacy Reseller Plan — the service fee and reseller commission — for the accounts onboarded under it. The original signed agreement contained provisions referring to United States law (a DMCA notice procedure, the U.S. Children's Online Privacy Protection Act, hosting of data in the United States, and arbitration under the rules of the American Arbitration Association). None of those provisions applies to CaptainBook or to any CaptainBook customer, and they are not reproduced here. CaptainBook I.K.E. is established solely in Greece and is subject exclusively to Greek and European Union law. For every account, current and legacy: data protection is governed by Section 13 and Appendix E; notice and action on illegal or infringing content is governed by Section 12.6; disputes are governed by Section 20; and EU regulatory compliance is governed by Section 22. The original signed agreement remains the historical record of what each legacy customer accepted.

B.1 Legacy Reseller Plan — commercial terms

B.2 General Delivery Terms (legacy)

Important notice (legacy). The legacy General Delivery Terms were entered into as a binding legal agreement. Where those legacy clauses conflict with these Terms on a non-commercial point, these Terms prevail (Section 4.2).

Scope. The legacy terms and conditions, together with all updates, supplements, additional terms and any of CaptainBook's rules and policies, applied to the CaptainBook website (CaptainBook.io), any mobile-optimised version, any version made available on an authorised third-party website, the CaptainBook call centre, and all other interactive features, services and communications provided by CaptainBook (the "Service"). They applied to any Provider, Reseller or Guest, however the Service was accessed or used. By accessing the website or using the Service, the user accepted the legacy agreement. CaptainBook reserved the right to modify or amend the legacy agreement from time to time without notice; continued use following the posting of changes meant acceptance; unless CaptainBook provided specific notice, no changes were retroactive. The user acknowledged that CaptainBook.io was not a party to any agreements between Providers, Resellers and Guests, had no control over the conduct of Providers or their services, and disclaimed any and all liability associated with the use of Providers' services.

How the Service works. The Service could be used to facilitate the listing of a Provider's services and the booking of those services by Guests or Resellers. CaptainBook.io made available a platform or marketplace for Guests, Resellers and Providers to meet online and make a reservation (a "Booking"). CaptainBook.io was not an owner or operator of the Provider or any associated rental property — including but not limited to boats and equipment — nor a provider of the underlying activities, classes or tours, and did not own, sell, furnish, provide, rent, manage or control a Provider's products and services. CaptainBook.io's responsibilities were limited to (a) facilitating the availability of the Service to make Bookings and (b) serving as the limited agent of each Provider for the purpose of accepting payments from Guests or Resellers on behalf of the Provider.

Legacy service fee. The original agreement described the fee as a 4% commission on any confirmed transaction from a Provider or Reseller website, paid by the Guest as a service fee, which the Provider could incorporate into the price shown to the customer. The operative terms are those in B.1 above, which state what triggers the fee, how it is calculated and who bears it.

Bookings — user warranties. As a condition of use of the Service, the user warranted that: they were 18 years old or older, whether as a Guest or as a Provider or Reseller representative; they possessed the legal authority to create a binding legal obligation; they would use the Service only to make legitimate listings and Bookings for themselves or for another person for whom they were legally authorised to act; they would not make speculative, false or fraudulent listings or Bookings; they would inform such other persons about the terms and conditions applying to the Bookings, including all applicable rules and restrictions, and obtain their agreement to be bound; and all information supplied was true, accurate, current and complete. As a Provider, the user accepted to be part of the CaptainBook B2B marketplace and guaranteed at least a commission of 10% on any successful booking coming from the reseller network, plus a 4% fee to CaptainBook as a service fee. The user would not use the Service to contact a Provider, Reseller or Guest and then complete the transaction without using the Service, attempt to circumvent any obligation to pay a fee to CaptainBook.io, or make Bookings in anticipation of demand. The user would safeguard their account information and would be responsible for any use of their account by themselves and by anyone else.

Disclaimer as to Provider content and services. The user acknowledged that CaptainBook did not control the content contained in any listings or Booking and made no representations or guarantees about the condition, legality or suitability of any product or service offered by a Provider. CaptainBook was not responsible for, and disclaimed any and all liability related to, any and all listings, Bookings and Providers' products and services. The use of a Provider's products and services was at the Guest's own risk. Providers, not CaptainBook.io, were solely responsible for honouring any Bookings and making available any products and services reserved through the Service. The user agreed and understood that they might be required to enter into an agreement with the Provider and that the Booking was contingent upon agreeing to accept any terms, conditions, rules and restrictions imposed by the Provider. The user acknowledged and agreed that they, and not CaptainBook.io, would be responsible for performing the obligations of any such agreements, and that CaptainBook.io was not a party to such agreements.

Delivery instructions. After sign-up, CaptainBook.io software was instantly available online. After signing up, a confirmation e-mail was sent to allow immediate use of the software.

Termination / access restriction. CaptainBook.io reserved the right, in its sole discretion, to terminate access to the CaptainBook.io platform and the related services, or any portion thereof, at any time. A termination letter with 14 days' notice was sent before account closure.

Copyright and trademark notices. All contents of the CaptainBook.io website were copyright CaptainBook I.K.E. and its suppliers, all rights reserved. The names of actual companies and products mentioned may be the trademarks of their respective owners. The example companies, organisations, products, people and events depicted were fictitious, and no association with any real company, organisation, product, person or event was intended or should be inferred. Any rights not expressly granted were reserved.

Privacy and data protection. For all accounts, current and legacy, the data-protection position is governed by Section 13 and Appendix E of these Terms and by the current Privacy Policy.

Intellectual property notices. Reporting of illegal or infringing content is governed by Section 12.6 of these Terms (notice and action under the Digital Services Act) for all accounts, current and legacy.

Dispute resolution. For all accounts, current and legacy, and for all current, renewed and future engagements, disputes are governed by Section 20 of these Terms — Greek law, informal negotiation for 25 days, exclusive jurisdiction of the courts of Naxos (or Athens where competent), and a two-year time bar. The arbitration options in the original legacy agreement are not offered and do not apply.

User data. CaptainBook maintained certain data transmitted to the Site for the purpose of managing the Site, as well as data relating to the user's use of the Site. Although CaptainBook performed regular routine backups of data, the user was solely responsible for all data they transmitted or that related to any activity undertaken using the Site, and agreed that CaptainBook would have no liability for any loss or corruption of such data, waiving any right of action against CaptainBook arising from such loss or corruption.

Electronic communication, transactions and signatures. Visiting the website, the related platform and app, sending e-mails and completing online forms constituted electronic communications. The user consented to receive electronic communications and agreed that all agreements, notices, disclosures and other communications provided electronically, via e-mail and on the Site, satisfied any legal requirement that such communication be in writing. The user agreed to the use of electronic signatures, contracts, orders and other records, and to electronic delivery of notices, policies and records of transactions initiated or completed by CaptainBook or via the Site, waiving any rights or requirements under any statutes, regulations, rules, ordinances or other laws requiring an original signature, delivery or retention of non-electronic records, or payments or the granting of credits by any means other than electronic means.

Contact (legacy). To resolve a complaint regarding the Site, or to receive further information regarding use of the website and platform: info@captainbook.io, Mob. +30 6949 453 468, Mob. +30 6944 052 525.

Appendix C — Service Level Agreement (SLA) and Support Policy

This Appendix forms part of the Agreement and applies to paid Subscriptions on the Starter, Extended, Ultra and Corporate plans that are in good standing. It does not apply to free trials, beta features, Legacy Reseller Plan accounts, or accounts suspended for non-payment or breach.

C.1 Definitions for this Appendix

Term Meaning
Covered Service The CaptainBook web application, the booking widget, the booking API and the checkout flow.
Monthly Uptime Percentage (Total minutes in the calendar month − Downtime minutes) ÷ Total minutes in the calendar month, expressed as a percentage.
Downtime A period during which the Covered Service is wholly unavailable to substantially all customers, as measured by our monitoring, excluding Excluded Events.
Excluded Event Any event listed in C.4.
Service Credit A credit against a future invoice, calculated under C.5.
Working day Monday to Friday, excluding Greek public holidays.
Business hours 09:00–18:00 Europe/Athens (EET/EEST) on working days.

C.2 Availability commitment

Plan Monthly Uptime Percentage target
Starter 99.5%
Extended 99.5%
Ultra 99.9%
Corporate 99.9%, or as agreed in the order form

Availability is measured per calendar month using CaptainBook's monitoring systems, which are the reference absent manifest error. Aggregated availability data is available on request.

C.3 Planned maintenance

C.3.1 Planned maintenance is scheduled outside peak booking hours wherever possible, normally between 02:00 and 05:00 Europe/Athens.

C.3.2 We will give at least 48 hours' notice of planned maintenance expected to cause an interruption, by e-mail and/or in-product notice.

C.3.3 Planned maintenance within the notified window does not count as Downtime, up to a maximum of 4 hours per calendar month. Planned maintenance exceeding that limit counts as Downtime.

C.3.4 Emergency maintenance — required to address a security vulnerability, a data-integrity risk or an imminent failure — may be performed without advance notice. We will notify you as soon as reasonably practicable. Emergency maintenance does not count as Downtime, provided it does not exceed 2 hours per calendar month in aggregate.

C.4 Excluded events

Downtime does not include unavailability caused by:

C.5 Service Credits

If we do not meet the Monthly Uptime Percentage target for your plan, you may claim a Service Credit calculated as a percentage of the subscription fee paid for the affected calendar month for the affected Covered Service:

Monthly Uptime Percentage achieved Service Credit
Below target but ≥ 99.0% 5%
≥ 95.0% but < 99.0% 10%
≥ 90.0% but < 95.0% 25%
< 90.0% 50%

Claim procedure. To claim, e-mail info@captainbook.io within 30 days of the end of the affected month, with the subject line "SLA Credit Claim", stating the dates and times of the unavailability, the affected functionality and any logs or evidence you hold. We will respond within 15 working days.

Conditions and limits.

C.6 Support

C.6.1 Channels and hours

Plan Channels Hours
Starter E-mail, in-app chat Business hours
Extended E-mail, in-app chat Business hours
Ultra E-mail, in-app chat, telephone, dedicated account manager Business hours; extended cover for P1 incidents
Corporate As agreed in the order form As agreed

Support is provided in English. Other languages may be available but are not guaranteed.

C.6.2 Severity levels and first-response targets

Severity Description Starter / Extended Ultra / Corporate
P1 — Critical Covered Service wholly unavailable, or Bookings or payments cannot be taken at all, with no workaround. 4 business hours 2 hours, 24/7
P2 — High Major function materially impaired for many users; workaround difficult. 8 business hours 4 business hours
P3 — Medium Function impaired for some users; reasonable workaround available. 2 working days 1 working day
P4 — Low Question, cosmetic issue, documentation or feature request. 3 working days 2 working days

These are first-response targets, not resolution targets. We will use commercially reasonable efforts to resolve issues according to severity, but we do not commit to a resolution time. Severity is assigned by CaptainBook acting reasonably, taking your assessment into account.

C.6.3 Your responsibilities

To be entitled to the targets above you must: report the issue through a supported channel; provide sufficient detail to reproduce it, including account, URL, timestamps, screenshots and steps; nominate a technical contact who is reasonably available; and apply any workaround or fix we provide within a reasonable period.

C.6.4 Out of scope

Support does not cover: development of custom code, themes or integrations; third-party software you have installed; training beyond the hours included in your plan; recovery of data lost through your own act or omission; migration of data from or to another system beyond documented import/export tools; or advice on legal, tax, insurance or regulatory questions.

C.7 Escalation

If you are not satisfied with the handling of a P1 or P2 incident, you may escalate by e-mail to info@captainbook.io with the subject line "Escalation", stating the ticket reference. Ultra and Corporate customers may escalate through their account manager. We will respond with a named owner and an action plan within one working day.

C.8 Backup, retention and continuity

Backup frequency, retention and recovery objectives are described in Annex E-3. Nothing in this Appendix creates a guarantee of data recovery beyond the measures described there and in Section 15.

C.9 Changes to this SLA

We may update this Appendix on 30 days' notice. Changes reducing a target or credit take effect at your next renewal.

Appendix D — Acceptable Use Policy (AUP)

This Appendix forms part of the Agreement and applies to every user of the Service. Breach is a material breach of the Agreement and may result in immediate suspension under Section 19.4.

D.1 General

You must use the Service lawfully, honestly and in a manner that does not harm CaptainBook, other users, Guests or third parties. You are responsible for the conduct of everyone using the Service through your account.

D.2 Prohibited activities

You must not, and must not permit any third party to:

Legality and rights

Security and integrity

Commercial integrity

Communications

Data

AI features

Resources

D.3 Enforcement

D.3.1 We may investigate suspected breaches and may remove or disable access to content, restrict features, apply rate limits, suspend the account, or terminate the Agreement, in each case proportionately to the breach.

D.3.2 Where practicable and where it does not increase risk to the Service, other users or a third party, we will give notice and an opportunity to cure before suspending. Where the breach involves fraud, illegality, a security risk, or a risk of harm to a person, we may act immediately and notify afterwards.

D.3.3 We may report suspected criminal activity to law enforcement and cooperate with lawful investigations.

D.3.4 You may appeal an enforcement decision by e-mail to info@captainbook.io. We will review and respond within 10 working days.

D.4 Reporting abuse

Report suspected abuse, security vulnerabilities or illegal content to info@captainbook.io. Please include enough detail for us to investigate. We ask security researchers to give us a reasonable period to remediate before any public disclosure.

Appendix E — Data Processing Agreement (DPA)

This Appendix forms part of the Agreement and applies where CaptainBook processes personal data on behalf of a Provider or Reseller. It is intended to satisfy Article 28 of Regulation (EU) 2016/679 ("GDPR") and, where applicable, the UK GDPR and the Swiss FADP. In the event of conflict with the main body of these Terms in respect of personal data, this Appendix prevails (Section 21.2).

E.1 Roles and scope

E.1.1 You are the Controller of personal data relating to Guests, end-customers, prospects and your own staff that you or your users submit to, or generate through, the Service. CaptainBook is the Processor of that data.

E.1.2 CaptainBook is a Controller in respect of your account, contact and billing data, Site and product telemetry, security logs, and data processed for the purposes of fraud prevention, invoicing, statutory record-keeping and improving the Service. That processing is described in the Privacy Policy.

E.1.3 Where CaptainBook and you determine purposes jointly in respect of a specific feature, the parties will agree the arrangement required by Article 26 GDPR in writing before that feature is used.

E.2 Processor obligations

CaptainBook will:

E.3 Controller obligations

You will:

E.4 Sub-processors

E.4.1 You give general written authorisation for CaptainBook to engage sub-processors. The current list is at Annex E-2.

E.4.2 CaptainBook will impose on each sub-processor, by written contract, data protection obligations no less protective than those in this Appendix, and remains fully liable to you for the performance of each sub-processor's obligations.

E.4.3 CaptainBook will give at least 30 days' notice before adding or replacing a sub-processor, by e-mail to your billing and administrative address and by publishing an updated version of these Terms with the revised Annex E-2, taking effect no earlier than 30 days after that notice. You may object on reasonable data-protection grounds within 30 days of notice. If the parties cannot resolve the objection in good faith, you may terminate the affected part of the Service without penalty, with a pro-rata refund of prepaid fees for the unused period, as your sole remedy.

E.4.4 Where a change of sub-processor is required urgently for security or continuity reasons, CaptainBook may make it immediately and notify you as soon as practicable.

E.5 Data subject rights

E.5.1 If CaptainBook receives a request from a data subject relating to data processed on your behalf, it will not respond substantively but will, without undue delay, refer the data subject to you and notify you, unless prohibited by law.

E.5.2 The Service provides self-service functionality for access, rectification, erasure, restriction, portability and objection. You will use that functionality in the first instance. Where a request cannot be fulfilled through it, CaptainBook will provide reasonable assistance; assistance materially exceeding routine support may be charged at our then-current professional services rate, notified in advance.

E.6 Personal data breach

E.6.1 CaptainBook will notify you without undue delay, and in any event within 48 hours, after becoming aware of a personal data breach affecting personal data processed on your behalf.

E.6.2 The notification will describe, to the extent known: the nature of the breach, the categories and approximate number of data subjects and records concerned, the likely consequences, the measures taken or proposed, and a contact point. Where information is not available at once, it will be provided in phases without undue further delay.

E.6.3 CaptainBook will take reasonable steps to contain and remediate the breach and will cooperate with you in your assessment and any notification to a supervisory authority or to data subjects. You remain responsible for notifying your supervisory authority and data subjects where required.

E.6.4 Notification of a breach is not an acknowledgement of fault or liability.

E.7 Retention, return and deletion

E.7.1 Personal data processed on your behalf is retained for the duration of your Subscription.

E.7.2 On termination or expiry you may export your data for 30 days (Section 15.3). At the end of that period, or earlier on your written instruction, CaptainBook will delete the personal data from active systems within 30 days, and from backups in accordance with the backup rotation described in Annex E-3, after which the data is irretrievably deleted.

E.7.3 CaptainBook may retain personal data where required by law (including tax and accounting records), and will continue to protect it in accordance with this Appendix for as long as it is retained.

E.7.4 Contract and dispute records. Records evidencing acceptance of these Terms, attempts to cancel a Subscription, renewal notices sent, and retention offers made or accepted are retained by CaptainBook for twenty-four (24) months from the event they record, as Controller, for the establishment, exercise and defence of legal claims — including payment disputes and chargebacks, whose windows run to approximately 18 months from the transaction. The lawful basis is Article 6(1)(f) GDPR (legitimate interests), and Article 17(3)(e) GDPR applies to requests for erasure of those records. These records name individuals only to the extent necessary to identify who accepted or acted, and are deleted at the end of that period. The published terms text itself is retained indefinitely as an immutable, fingerprinted record.

E.8 Audit

E.8.1 CaptainBook will make available the information necessary to demonstrate compliance with Article 28 GDPR, including relevant certifications, third-party audit reports and completed security questionnaires, where available.

E.8.2 Where that information is insufficient, you may audit, or appoint an independent auditor who is not a competitor of CaptainBook to audit, once per twelve-month period, on 30 days' written notice, during business hours, subject to confidentiality, and in a manner that does not disrupt the Service or compromise the data of other customers. You bear the cost, unless the audit reveals a material breach by CaptainBook, in which case CaptainBook bears its own reasonable costs.

E.8.3 More frequent audits may be conducted where required by a supervisory authority or following a personal data breach affecting your data.

E.9 International transfers

E.9.1 Personal data is primarily hosted in the European Union, including the gateway used for the personal WhatsApp connection under Section 6.5.7, which runs on CaptainBook-operated servers in Germany. Certain sub-processors listed in Annex E-2 process data in the United States or other third countries.

E.9.2 Where personal data is transferred outside the EEA to a country without an adequacy decision, the transfer is made under the European Commission's Standard Contractual Clauses (Decision (EU) 2021/914), which are hereby incorporated by reference, with Module Two (Controller to Processor) applying between you and CaptainBook and Module Three (Processor to Processor) applying between CaptainBook and its sub-processors, together with the UK International Data Transfer Addendum and the Swiss adaptations where relevant.

E.9.3 For the purposes of the Standard Contractual Clauses: the data exporter is you, the data importer is CaptainBook; the governing law is that of Greece; the forum is the courts of Greece; Annexes I, II and III of the Clauses are populated by Annexes E-1, E-3 and E-2 respectively; and the optional docking clause applies.

E.9.4 CaptainBook will carry out transfer impact assessments where required and will notify you if it becomes unable to comply with the Clauses.

E.10 Liability

Each party's liability under this Appendix is subject to the limitations and exclusions in Section 18, save to the extent those limitations are not permitted by applicable data protection law. Nothing in this Appendix limits a data subject's rights under Article 82 GDPR.

E.11 Duration

This Appendix takes effect on the effective date of the Agreement and remains in force for as long as CaptainBook processes personal data on your behalf.

Annex E-1 — Details of processing

Item Detail
Subject matter Provision of the CaptainBook booking and operations platform.
Duration The term of the Subscription, plus the retention periods in E.7.
Nature and purpose Hosting, storage, organisation, retrieval, transmission, display, analysis and deletion of personal data for the purpose of creating and managing bookings, taking payments, communicating with Guests, scheduling Resources, issuing waivers and tickets, reporting, and providing support.
Categories of data subjects Guests and their party members; the Provider's staff, guides and users; Reseller and partner contacts; prospective customers who begin a booking.
Categories of personal data Identification and contact data (name, e-mail, telephone, postal address, country, language); booking data (experience, date, time, party size, pick-up point, price, status); payment metadata (processor reference, last four digits, payment status — full card data is processed by Stripe and is not stored by CaptainBook); communication data (messages, SMS, WhatsApp and e-mail logs, delivery and opt-out status, support tickets); where a personal WhatsApp account is paired under Section 6.5.7, the messages, contacts and media that WhatsApp makes available to a linked device on that account, which the Controller instructs CaptainBook to process and which may include conversations unrelated to a Booking; waiver and signature data; device, log and usage data (IP address, browser, timestamps, identifiers); staff scheduling data. Where CaptainBook acts as Controller (E.1.2): terms-acceptance records (identity of the accepting user, timestamp, document fingerprint, locale served), subscription cancellation records (including any reason given), renewal notices sent, and retention offers made or accepted — retained for 24 months under E.7.4.
Special categories Only where the Controller chooses to collect them for safety or accessibility reasons — for example health conditions, allergies, dietary requirements, mobility needs, emergency contacts, and in some cases identity or age documentation. The Controller is responsible for the Article 9 condition and must use the fields provided for the purpose.
Frequency Continuous, for the duration of the Subscription.
Retention For the term of the Subscription, then as set out in E.7. Statutory retention for invoicing and accounting records applies independently.
Transfers As described in E.9 and Annex E-2.

Annex E-2 — Sub-processors

This Annex is the authoritative list of CaptainBook's sub-processors. It is published as part of these Terms and Conditions, and is versioned and fingerprinted with them, so the list in force on any given date can be established later. It is updated in accordance with E.4.3.

This Annex has three parts, and only the first is a list of sub-processors:

E-2.1 CaptainBook's sub-processors

Sub-processor Purpose Processing location Transfer mechanism
Amazon Web Services, Inc. Cloud hosting, storage, databases, backups EU (primary); US for certain managed services SCCs where applicable
Anthropic, PBC AI-assisted features (content, summarisation, translation, reporting) US SCCs; no training on customer data under the applicable API terms
Customer.io (Peaberry Software, Inc.) Lifecycle and transactional messaging to contacts EU / US SCCs
Fotaflo Inc. Tour and activity photography, where the Provider enables it. May include photographs of identifiable Guests US SCCs
Functional Software, Inc. (Sentry) Application error monitoring. Exception context may include identifiers and request data US SCCs
Google LLC (Firebase) Push notification delivery; device tokens EU / US SCCs
Google LLC / Google Cloud EMEA Limited Google Maps Platform (maps, geocoding); Google Cloud infrastructure services EU / US SCCs
Hetzner Online GmbH Hosts the CaptainBook-operated gateway servers used for the personal WhatsApp connection (Section 6.5.7), which process the messages, contacts and media that WhatsApp makes available to a linked device EU (Germany) Not applicable — processed within the EEA
Intercom, Inc. Customer messaging, in-app chat and support ticketing EU / US SCCs
ipdata LLC IP geolocation for security, fraud prevention and regional defaults; processes IP addresses US SCCs
Mailgun (Sinch) Transactional e-mail delivery, booking confirmations and notifications, and delivery-event tracking EU / US SCCs
Meta Platforms Ireland Limited WhatsApp message delivery via the WhatsApp Business Platform, where you use CaptainBook's central WhatsApp Business Account (Section 6.5.6) EU (Ireland) / US SCCs where applicable. Where you connect your own WhatsApp Business Account, Meta is engaged by you under your own agreement and is not a CaptainBook sub-processor
Mixpanel, Inc. Product analytics and usage measurement EU / US SCCs
OpenAI, L.L.C. AI-assisted features (content, summarisation, translation, reporting) US SCCs; no training on customer data under the applicable API terms
Pusher Ltd Real-time channels for in-product booking and messaging events EU Not applicable — processed within the EEA
Sistemi ICT S.r.l. (Fattutto) Electronic invoicing for Italian Providers, including Guest invoice data. Engaged only where a Provider explicitly enables the integration; it is not enabled by default for any account. Onward transmission to the Italian exchange system (SDI) is a disclosure required by law — see E-2.3 EU (Italy) Not applicable — processed within the EEA
Slack Technologies (Salesforce, Inc.) Internal operational alerting, which may reference booking, account or dispute details EU / US SCCs
Stripe, Inc. Payment processing (Provider's own connected account) EU / US SCCs; Stripe acts as an independent controller for its own compliance purposes
Twilio Inc. Transactional SMS and telephony delivery US / global carrier network SCCs

CaptainBook's own invoicing. CaptainBook engages Pelatologio (pelatologio.gr, Greece) to issue its own invoices to customers and to transmit them to the Greek myDATA platform. That processing concerns the account, contact and billing data of the customer, for which CaptainBook is Controller under E.1.2, and is described in the Privacy Policy. It is not processing of Guest personal data on your behalf, and Pelatologio is therefore not a sub-processor for the purposes of this Appendix.

E-2.2 Services you engage

The following are engaged by the customer, under the customer's own account and contract, and are not CaptainBook sub-processors. The customer is the Controller in respect of them (Sections 10.2 and 10.8):

Service Why it is not a sub-processor
Zapier, Inc. Connected by the customer to route data out of the Service into destinations the customer controls. CaptainBook has no visibility of, or control over, the downstream automation chain.
Make.com (Celonis SE / Integromat s.r.o.) As above.
Other iPaaS, no-code, webhook and API-connected applications As above. Includes any application the customer authorises against the CaptainBook API.
The customer's own AI assistant, agent or MCP client — and the model provider behind it Connected by the customer to read data out of the Service through the MCP servers or the CLI API. The assistant and its model provider are engaged under the customer's own account and contract; CaptainBook has no visibility of, or control over, what the assistant does with the data or where it is processed (Section 10.9.4).
The customer's own Google Analytics 4 / Google Tag Manager / gtag.js container Deployed under the customer's own Google account and contract (Appendix G.3.3).
The customer's own OTA and channel-manager accounts Contracted directly between the customer and the channel.
The customer's own Stripe account Contracted directly between the customer and Stripe (Sections 10.3 and 22.3).
The customer's own e-mail sending domain or provider Contracted directly by the customer.

E-2.3 Independent controllers and other recipients

The following receive or send personal data in connection with the Service but determine their own purposes, or receive it because the law requires disclosure. They are not CaptainBook sub-processors, CaptainBook does not instruct them, and the sub-processor change procedure in E.4.3 does not apply to them.

Party Role Why it is not a sub-processor
OTA, channel-manager and search distribution platforms — Adventuro, Civitatis, Ctrip, GetYourGuide, Google Things To Do, Headout, Klook, Marketing Greece, Musement, Project Expedition, Tiqets, Travel Curious, Triparound and Viator A Guest books on the OTA's own platform; the OTA transmits the resulting booking to the Service, and receives availability and product data in return The OTA is contracted by the Provider, not by CaptainBook, and determines its own purposes. It holds its own relationship with the Guest, under its own privacy notice, and is frequently the merchant of record. CaptainBook operates the connection but does not instruct the OTA
Stripe, Inc. (in part) Payment processing Stripe acts as an independent controller for its own regulatory, fraud-prevention and anti-money-laundering purposes, in addition to its role in E-2.1
Meta Platforms Ireland Limited (in part) WhatsApp message delivery Where the Provider connects its own WhatsApp Business Account (Section 6.5.5), Meta is engaged by the Provider under the Provider's own agreement
Independent Authority for Public Revenue (AADE) — myDATA Electronic transmission of invoicing data required by Greek tax law A public authority receiving a disclosure required by law, not a processor acting on CaptainBook's instructions
Agenzia delle Entrate — Sistema di Interscambio (SDI) Electronic transmission of invoicing data required by Italian tax law, where a Provider has enabled the Fattutto integration A public authority receiving a disclosure required by law, not a processor acting on CaptainBook's instructions

Future sub-processors

CaptainBook will engage further sub-processors as the Service develops. Each addition or replacement follows the procedure in Section E.4.3: at least 30 days' notice by e-mail and by publishing an updated version of these Terms carrying the revised Annex, with a right for the Controller to object on reasonable data-protection grounds and, failing resolution, to terminate the affected part of the Service without penalty and with a pro-rata refund. Every published version of these Terms remains retrievable, so the sub-processors in force at any past date can be established.

Annex E-3 — Technical and Organisational Measures

CaptainBook maintains, at minimum, the following measures. They may be updated to reflect improvements, but not in a way that materially reduces the level of protection.

Access control

Encryption

Network and infrastructure security

Application security

Logging and monitoring

Backup and continuity

Incident response

Personnel

Vendor management

Data minimisation and deletion

Appendix F — Fair Use and AI Token Policy

This Appendix forms part of the Agreement. It supplements Section 6.

F.1 Purpose

Plans described as "unlimited" — for example unlimited user accounts, unlimited partners or unlimited support — are offered on a fair-use basis, so that one customer's usage does not degrade the Service for others. This Appendix sets out what fair use means.

F.2 Fair use principles

F.2.1 Usage is fair where it is consistent with the normal operation of a tour, activity or rental business of comparable size, and is generated by genuine human users and genuine Bookings.

F.2.2 Usage is not fair where it involves: automated or scripted generation of accounts, listings, Bookings or messages; load testing without prior written authorisation; sustained API traffic materially exceeding documented rate limits; storage of media or files unrelated to your listings and Bookings; use of the Service as a general-purpose file store, CDN, database or backup target; or sharing a single account across what are in substance separate businesses.

F.2.3 Where usage materially exceeds fair use, we will contact you, explain the position and propose a remedy — a higher plan, an add-on, or a rate limit. We will only restrict or throttle without prior contact where the usage threatens the stability or security of the Service.

F.3 Documented limits

Rate limits for the API, widget, webhooks and bulk operations are published in the developer documentation. They may change on reasonable notice. Exceeding them may result in throttling or temporary blocking, which is an Excluded Event under Appendix C.4(c).

F.4 AI Tokens — how they work

F.4.1 What a Token is. A Token is a unit of account by which CaptainBook meters AI processing consumed by AI-assisted features. It reflects both the input submitted to, and the output generated by, the underlying model providers, according to the metering ratio published in your account. A Token is not a currency, security, deposit or stored-value instrument.

F.4.2 Granted Tokens. Each plan includes a monthly grant: Starter 500, Extended 2,000, Ultra 5,000 (Corporate as agreed). Granted Tokens:

F.4.3 Purchased Tokens. Tokens may be purchased at any time, on consumption, with no upper limit, at the price published in your account. Purchased Tokens are charged at the time of purchase, are non-refundable, and do not expire while your Subscription remains active and in good standing.

F.4.4 Order of consumption — important. Purchased Tokens are always consumed first. Granted Tokens are consumed only after your Purchased Token balance reaches zero.

You acknowledge and accept that, as a direct consequence of this ordering:

Your live Token balances — purchased and granted, with the expiry date of the current grant — are displayed in your account. You are responsible for monitoring them.

F.4.5 Forfeiture. All Token balances, purchased and granted, are forfeited without compensation on termination or expiry of the Subscription, and on suspension for breach that leads to termination.

F.4.6 Metering. CaptainBook's metering records are the reference for Token consumption, absent manifest error. Query a consumption record within 30 days of the relevant invoice and we will review it in good faith.

F.4.7 Changes. Token prices, grant levels and metering ratios may change on 30 days' notice. Changes do not affect Purchased Tokens already credited to your balance.

F.5 AI use requirements

F.5.1 AI output is probabilistic. It may be inaccurate, incomplete, outdated, biased or unsuitable. You must review AI output before publishing it, sending it to a Guest, or relying on it for a pricing, safety, operational or commercial decision.

F.5.2 You are responsible for ensuring that content you submit to AI features does not infringe third-party rights and does not contain personal data or confidential information that you are not permitted to disclose to a third-party processor.

F.5.3 Prohibited AI uses are listed in Appendix D.2(v) to (x).

F.5.4 Dynamic pricing suggestions, demand forecasts and AI reporting are decision-support tools only. You remain solely responsible for the prices you publish and for compliance with pricing, consumer and competition law.

F.5.5 AI features depend on third-party model providers. Their availability, latency, content policies and rate limits are outside our control, and AI feature availability is excluded from the SLA (Appendix C.4(f)).

Appendix G — Cookies and Tracking Technologies

This Appendix forms part of the Agreement and supplements the Cookie Policy published on the Site.

G.1 Categories used by CaptainBook

Category Purpose Examples
Strictly necessary Authentication, session management, load balancing, security, fraud prevention, cart and checkout state. Cannot be switched off. Session and CSRF tokens, load-balancer affinity
Functional Remembering language, currency, region and interface preferences. Locale and currency preference
Analytics / performance Understanding feature usage and diagnosing errors, to improve the Service. Mixpanel; Google Analytics 4 and the global site tag (gtag.js) where enabled
Support and messaging Operating in-app chat and support history. Intercom
Marketing Measuring campaigns and attribution on the CaptainBook website only. Set only with consent where required

G.2 Consent

G.2.1 On the CaptainBook website, non-essential cookies are set only where consent is required and has been given, through the consent banner. Consent may be withdrawn at any time through the cookie settings link in the footer.

G.2.2 Strictly necessary cookies are set on the basis of legitimate interests / the ePrivacy exemption and do not require consent.

G.3 Your responsibilities as a Provider

G.3.1 Where you embed the CaptainBook booking widget on your own website, or use a CaptainBook-hosted website or checkout under your own branding, you are the operator of that website for cookie and ePrivacy purposes.

G.3.2 You are responsible for: displaying a compliant cookie banner and privacy notice; obtaining and recording consent where required in your visitors' jurisdictions; configuring any consent management platform to gate non-essential tags; and disclosing the cookies set by the widget and by any tags you deploy.

G.3.3 Where you enable Google Tag Manager, the global site tag (gtag.js), Google Analytics 4, advertising or conversion pixels, or any other tag or script through the Service, those tags are deployed by you, under your own accounts and your own contracts with the relevant providers. They are not CaptainBook sub-processors (Sections 10.2 and 10.8, and Annex E-2). You are responsible for their lawful basis, configuration, IP anonymisation or equivalent settings, data-sharing settings, consent gating and retention. The same applies to any tag or script deployed by a future integration you enable.

G.3.4 CaptainBook provides the technical means to deploy such tags but does not review, approve or monitor what you deploy, and accepts no liability for it.

G.4 Do Not Track and global privacy signals

Where technically feasible, the Service honours recognised opt-out signals on the CaptainBook website. Behaviour on your own website depends on your configuration.

G.5 Changes

Cookie names, providers and durations change over time. The Cookie Policy published on the Site is the current reference.

Appendix H — Reseller and Marketplace Terms (reserved)

Reserved. CaptainBook is currently rebuilding its local marketplace. Separate Reseller and Marketplace Terms will be published and, once published and accepted by the relevant party, will be incorporated into this Agreement as this Appendix H and will govern:

Until Appendix H is published:

End of document.