Host Code of Conduct

This Host Code of Conduct of QEMBARA EXPERIENCES PRIVATE LIMITED, a company incorporated in Singapore with Company Unique Entity (UEN) Number 202645696M (Qembara, we, us or our), applies when a Host creates or manages a Listing, communicates with a Guest, prepares and delivers an Experience, handles an incident and follows up after delivery.

The Host remains the independent supplier of the Experience and is responsible for its personnel, venues, equipment, permits, insurance, safety and lawful delivery. A confirmed Booking must be delivered according to the Listing, the Booking Confirmation and the policies recorded for that Booking. This Code uses the defined terms in the Host Terms and Guest Terms. It is provided in English. This does not limit any language-related right required by law.

Be truthful: represent the Host, Experience, people, price, availability, qualifications and material conditions accurately.

Be reliable: honour confirmed Bookings, communicate promptly and deliver what was promised at the agreed time and place.

Keep people safe: identify and control foreseeable risks, use capable personnel and stop delivery when continuing would be unreasonably dangerous.

Respect every Guest: provide dignified, inclusive service without harassment, coercion, retaliation or unlawful discrimination.

Deliver Muslim-friendly hospitality: meet the Qembara Muslim-Friendly Baseline, use labels precisely and respect reasonable faith, modesty, privacy and dietary needs.

Protect privacy and consent: collect only necessary information and respect boundaries, photography choices and confidential records.

Act fairly on the Platform: keep Bookings and payments on Qembara, protect review integrity and cooperate honestly with support and investigations.

Licences and insurance: hold every licence, permit, registration, insurance, certification, venue approval and professional qualification required, as set out in section 17 of the Host Terms and the Host Insurance and Licensing Schedule. Notify Qembara promptly of any expiry, suspension, restriction or material change.

Real identity: use your real legal supplier identity and disclose the Host, co-hosts, assistants, subcontractors and material third-party providers. The person delivering must be the disclosed Host or approved personnel, as stated in section 19 of the Host Terms.

Accurate description: describe the itinerary, duration, local time, meeting point, capacity, language, accessibility, physical demands, age or skill requirements, inclusions, exclusions, equipment, transport, food, allergens, material risks and cancellation setting accurately. For an Experience that crosses an international border, disclose the route, transport operator, who arranges and pays for tickets, and the passport, visa, immigration and customs requirements.

Honest media: use recent, representative images. Do not use editing or AI to add features, conceal risks or misrepresent the venue, Host, food, group, equipment or outcome.

Complete pricing: include every unavoidable Host charge in the Host Amount. Optional extras must be genuinely optional, clearly priced and never imposed after Booking.

Accurate availability: do not knowingly double-book, accept beyond safe capacity or publish dates you cannot fulfil.

The Qembara Muslim-Friendly Baseline is a mandatory eligibility requirement for every Listing, as stated in section 6 of the Host Terms. It is a service-design and disclosure standard, not a test of anyone’s faith and not a religious ruling by Qembara. Hosts of every background may qualify, and Guests of every faith must receive the same respectful service.

4.1 Mandatory baseline. Every Host must:

Respect faith: treat Islamic beliefs, worship, dress and practices respectfully, and never pressure anyone to disclose, adopt or perform a religious belief or practice.

Meet eligibility: not list an Experience where consuming, tasting, preparing, serving or promoting alcohol, pork, lard or non-halal meat is a material activity or included feature.

Disclose food precisely: disclose alcohol used as an ingredient, alcohol served to others at the venue, shared preparation areas or utensils and known cross-contact limitations before Booking.

Prayer: where timing makes prayer relevant, state what time or nearby facility can be accommodated. If no suitable arrangement exists, say so; never promise a prayer space that has not been verified.

Modesty and privacy: disclose dress, changing, spa, swimming, performance, physical-contact, privacy and mixed-gender conditions that may materially affect a Guest’s choice, and deliver any promised private or gender-sensitive arrangement exactly as confirmed.

Consent: obtain specific, freely given and reversible consent before photography, recording or non-essential physical contact. A Booking is never consent to photography, publicity or marketing use.

4.2 Labels and arrangements. Qembara uses the three food and venue labels in section 15 of the Guest Terms, and two confirmed arrangements:

Halal-certified: Qembara has checked a current certificate from a recognised authority, such as MUIS in Singapore or BPJPH in Indonesia, covering the named provider, premises or products. State the certifier and scope, and do not imply the whole Experience is certified.

Halal options: your own statement that halal food is available, with supplier or ingredient information and disclosure of kitchen, utensil and cross-contact limitations. It is not independently certified and must never be shortened to “halal-certified”.

Alcohol-free: no alcohol is served or intentionally used during the Experience. Disclose any venue or third-party limitation.

Prayer arrangement: a verified location, access, cleanliness, privacy and opening time, with any material limitation stated.

Gender-sensitive arrangement: the personnel, space, timing and privacy configuration stated precisely. Any participation restriction must meet the conditions in section 8.

4.3 Prohibited claims and conduct. Do not describe “pork-free”, vegetarian, seafood-only or “no pork added” food as halal. Do not use an expired, revoked, altered, copied or out-of-scope certificate, logo or approval, or display a certification mark without authority. Do not substitute an ingredient, caterer, venue, guide or gender-sensitive arrangement after Booking without prompt disclosure and the Guest’s agreement; failing to deliver a confirmed halal or Muslim-friendly arrangement may be a Material Issue under section 7 of the Cancellation and Refund Policy.

Review the Booking: check the Booking, Participant count and disclosed needs through Qembara, and request only information reasonably necessary for lawful and safe delivery.

Confirm arrangements: check the venue, weather, route, transport, equipment, food, staffing, communications and emergency arrangements, and reassess after any material change.

Control hazards: use clean, maintained and suitable equipment and premises. Remove or isolate hazards that can reasonably be controlled, and disclose inherent or non-obvious risks that remain.

Brief your team: make sure Host personnel understand the Listing, their roles, the emergency plan, Guest boundaries, child safeguards, privacy duties and Muslim-friendly commitments.

Communicate changes: tell the Guest promptly through Qembara about any material change. Do not change the price, date, time, location, provider, essential activity or a significant condition without the Guest’s prior agreement and the remedies in the Cancellation and Refund Policy.

On time and as described: start and end at the advertised time, attend the stated meeting point, remain contactable and provide the promised activity, inclusions and level of service. Arriving more than 15 minutes late may be a Material Issue. Allow Guests a 15-minute grace period and make at least one contact attempt through the Platform before treating a Guest as a no-show, as stated in section 11 of the Host Terms.

Safety instructions: give clear safety instructions, check that required equipment is used, monitor conditions and adjust, pause or end delivery when continuing would create an unreasonable risk.

No pressure: never pressure a Guest to continue, exceed a disclosed ability or accept unwanted contact. Respect withdrawal of consent and provide a safe exit where circumstances allow.

Prohibited conduct: do not deliver while materially impaired, encourage dangerous use of alcohol or substances, carry or use an unlawful, undisclosed or unsafe weapon, or tolerate violence, harassment, sexual misconduct, exploitation or trafficking.

Protect children and vulnerable people: avoid unauthorised private communications, unnecessary isolation or contact, secret-keeping, sexualised conduct, gifts intended to create dependency and collection of unnecessary information about children.

Respect places: respect public places, communities, cultural sites, private property and the environment; follow venue rules; and leave locations clean and undamaged.

When there is immediate danger, move people away from danger where safely possible, contact local emergency services (Singapore: 999 police, 995 ambulance and fire; Indonesia: 112; Saudi Arabia: 911; Malaysia: support@qembara.com), follow responders’ instructions and give reasonable first response within your competence. Qembara support is not a substitute for emergency services.

Report within 24 hours: report any death, serious injury, emergency-service attendance, missing person, safeguarding concern, alleged sexual misconduct, significant property damage, authority attendance or continuing material danger to Qembara immediately after urgent needs are addressed and, wherever reasonably possible, within 24 hours, as stated in section 16 of the Host Terms. Explain any delay.

How to report: use the urgent-support route shown with the Booking. Qembara Support is available 24 hours a day, 7 days a week through in-app chat and a phone or WhatsApp line, in English, Bahasa Indonesia, Bahasa Melayu and Arabic, as described in section 4 of the Safety & Incident Policy.

Preserve evidence: keep relevant messages, attendance records, photographs, equipment and other evidence lawfully and safely. Do not alter records, coach witnesses, pressure a reporter, conduct an amateur interview in a sensitive case or circulate graphic material.

Cooperate: follow the Safety & Incident Policy, cooperate with lawful directions, and record whether any instruction to pause or end an Experience was acknowledged and followed.

No retaliation: never retaliate against a Guest, reporter or witness, or offer money, a refund, credit or another benefit in exchange for silence or withdrawal of a good-faith report.

Dignity: treat every Guest and Participant with dignity. Harassment, hate speech, threats, intimidation, humiliation, stalking, doxxing, sexual misconduct and unwanted religious pressure are prohibited.

Non-discrimination: do not reject, cancel, alter terms or deliver an inferior service because of race, ethnicity, nationality, religion or belief, sex, gender, disability, age, family status or another characteristic protected by applicable law, as stated in section 11 of the Host Terms and section 3 of the Community Standards.

Participation restrictions: a restriction linked to a protected characteristic, such as a women-only, men-only or family-only Experience, is permitted only where it is lawful in the Experience location, necessary for a legitimate safety, privacy or safeguarding purpose, proportionate, stated in the Listing title, disclosed before Booking, applied consistently and approved by Qembara where required.

Accessibility: describe accessibility and activity demands factually. Encourage early notice of support needs, but do not treat late notice as automatic permission to refuse, discriminate or cancel without considering reasonable alternatives.

Use Qembara messaging: use Qembara messaging for Booking communications unless an exception is reasonably necessary for an emergency, accessibility, safe venue access or lawful documentation. An exception never permits off-Platform payment.

Collect only what is needed: do not seek passwords, full payment details or unnecessary identity, health, religion, precise location or child information. Use Guest data only for the Booking, lawful delivery and required records; protect it; and delete or return it when no longer lawfully needed. Never sell, rent or trade Guest or Participant data, as stated in section 20 of the Host Terms.

Report data breaches: notify Qembara at support@qembara.com within 24 hours after becoming aware of a suspected breach affecting Qembara-sourced data, as stated in section 28 of the Host Terms.

Publish with consent: do not publish a Guest’s image, name, contact details, health, identity, religious practice, Booking or incident without the consent or legal authority required.

Protected rights: nothing in this Code prevents anyone from contacting emergency services or an authority, obtaining medical or legal advice, seeking support, preserving or providing evidence, making a protected disclosure or exercising a right that cannot lawfully be restricted.

Stay on Platform: do not divert a Booking or payment off Qembara, request an undisclosed fee or deposit, misuse payment information, manipulate price or availability, create a sham Booking, abuse refunds or credits, collude on a chargeback or exploit a technical error. For 3 months after a Guest’s most recent Booking with you, do not actively solicit that Guest to book off Platform, as stated in section 20 of the Host Terms.

Cancellations: do not ask a Guest to cancel on your behalf. A Host cancellation normally means no Payout and may lead to a cancellation charge under section 14 of the Host Terms. Respond promptly when Qembara asks about a cancellation, claim, refund or Payout: within 15 minutes for a live issue and within three calendar days for an ordinary evidence request (24 hours if urgent), as stated in section 15 of the Host Terms.

Genuine reviews: do not fabricate, buy, exchange, coordinate, incentivise, suppress or threaten a review, or make a refund or benefit conditional on a review, rating, silence or complaint withdrawal, as set out in the Reviews & Content Policy.

Honest records: do not impersonate another person, submit false or altered records, use duplicate accounts to evade action, interfere with evidence or misstate a verification, badge, affiliation or Qembara decision.

Report shortfalls: promptly report and address a material shortfall, lost property, damage, injury, complaint, privacy issue or Muslim-friendly commitment failure. Report visible damage within seven calendar days, under section 23 of the Host Terms.

Keep records: keep business, safety, attendance, transaction and incident records for at least 5 years, or longer where law requires, as stated in section 25 of the Host Terms, and cooperate with lawful refund, safety, quality, tax or regulatory reviews.

Improve: review recurring feedback, cancellations, late starts, incidents, complaints and low ratings, and fix root causes before accepting further Bookings where continuing would repeat a material risk or misrepresentation.

Qembara may assess Listing content, messages, Booking records, Guest reports, Host responses, ratings, incidents, evidence and lawful third-party information. It considers seriousness, immediacy, vulnerability, intent, impact, recurrence, cooperation, remediation and continuing risk. A report or interim restriction does not by itself establish fault.

Depending on the circumstances, Qembara may educate, warn, require correction or training, remove content or a label, cancel a Booking, restrict a Listing or account, pause publication, require evidence, hold a Payout under section 9 of the Payment Terms for up to 30 days (reviewed every 7 days), or suspend or remove a Host. Safety, refund, Payout and conduct decisions are reasoned and recorded separately. Popularity, revenue or Host status never overrides evidence or safety.

Where appropriate and lawful, Qembara will tell the Host the material concern and give a reasonable opportunity to respond. A Host may request one administrative review within 14 calendar days of the determination; Qembara aims to complete an urgent review within 48 hours and an ordinary review within 14 calendar days, as stated in sections 15 and 24 of the Host Terms. Qembara may take immediate or interim action without prior notice where reasonably necessary to protect a person, evidence, the Platform or compliance with law.

Qembara may update this Code for legal, safety, operational or product changes and will show the new effective date and archive earlier versions. Material changes are notified to Hosts as described in section 29 of the Host Terms. For questions, contact support@qembara.com or the Help Centre.