Safety and Incident Policy

This Safety & Incident Policy of QEMBARA EXPERIENCES PRIVATE LIMITED, a company incorporated in Singapore with Company Unique Entity (UEN) Number 202645696M (Qembara, we, us or our), applies before, during and after a Booking where a matter may affect a Guest, Participant, Host, Host personnel, venue, community or Qembara user.

It covers injury or illness; unsafe conditions; violence, threats, harassment or discrimination; sexual misconduct; missing persons; child or vulnerable-person safeguarding; food or allergy events; fire, weather, transport or activity incidents, including incidents during an Experience that crosses an international border; property damage; privacy or photography incidents; suspected crime; and any other event that creates a credible risk of harm.

This Policy uses the defined terms in the Guest Terms, Host Terms and Payment Terms. It is provided in English. This does not limit any language-related right required by law.

The Host, not Qembara, ordinarily supplies and controls the Experience. The Host remains responsible for lawful delivery, competent personnel, required licences and insurance, known-risk disclosure, reasonable precautions and immediate on-site response, as stated in sections 16 to 18 of the Host Terms. Qembara provides marketplace, booking, administrative and support functions and may take proportionate Platform action to protect users and preserve an investigation.

Qembara does not certify any Experience as risk-free, guarantee personal safety, provide emergency or medical services, or provide insurance, as stated in section 14 of the Guest Terms. A Listing review, identity check, badge or incident response is limited to the scope described and is not a safety certification or endorsement.

3.1 Host responsibilities. Each Host must:

Assess risk: keep a documented risk assessment and safe operating plan, and review it before accepting Bookings and whenever the activity, route, venue, equipment, weather, law or delivery team changes.

Disclose accurately: state known material risks, physical demands, accessibility conditions, age limits, required skills, food and allergy information, clothing, equipment, cultural expectations, photography restrictions and, for cross-border Experiences, the route, transport operator and travel-document requirements, before Booking.

Comply and insure: use appropriately qualified personnel; maintain equipment and venues; hold every licence and permit required; and maintain the insurance required by law and by the Host Insurance and Licensing Schedule under section 17 of the Host Terms.

Prepare for emergencies: keep a practical emergency plan, know local emergency contacts, identify exits or safe meeting points, and make sure Host personnel understand their roles.

Brief and monitor: give a proportionate safety briefing, provide required protective equipment, monitor changing conditions, and stop or modify the Experience when continuing would create an unreasonable risk.

Avoid guarantees: never describe an Experience as “100% safe”, “risk-free”, “safe for everyone”, “child-safe” or “fully accessible”, or make another unsupported guarantee. Describe actual conditions and preparation needs instead.

3.2 Guest and Participant responsibilities. As stated in section 13 of the Guest Terms, Guests and Participants must:

Prepare: review the Listing and suitability information, give materially accurate information needed for safe participation, and raise accessibility, allergy, dietary or other needs by the stated deadline.

Participate safely: bring the disclosed identification, clothing and equipment; arrive fit to participate; follow reasonable safety and venue instructions; supervise minors and persons requiring assistance; and respect cultural, religious, privacy and photography requirements.

Speak up: stop and alert the Host if conditions appear unsafe. Do not participate while materially impaired, and do not engage in violence, threats, harassment, discrimination, unlawful conduct or reckless behaviour.

3.3 Qembara responsibilities. Qembara provides structured Listing fields and review controls for preparation, suitability and cultural information under the Listing & Prohibited Activities Policy; maintains the reporting routes in sections 4 and 5; triages reports; protects relevant records; and takes proportionate Booking, Listing or account action. Qembara avoids safety guarantees and keeps internal risk and incident records separate from public Listing information.

1. Move to safety: move away from immediate danger if it is safe to do so. Do not take action that creates further risk.

2. Call emergency services: contact local emergency services immediately where there is danger to life, serious injury, violence, fire, a missing person or another emergency in progress (Singapore: 999 police, 995 ambulance and fire; Indonesia: 112; Saudi Arabia: 911; Malaysia: support@qembara.com).

3. Follow responders: follow the instructions of emergency responders. A Host should pause or end the Experience, account for Participants where reasonably possible and give only assistance within their training and capability.

4. Tell Qembara: once immediate needs are addressed, report the incident through the urgent-support route shown with the Booking.

5. Preserve information: keep relevant information without obstructing emergency care, compromising safety or unlawfully recording another person.

Qembara’s urgent support operates 24 hours a day, 7 days a week, through in-app chat and a phone or WhatsApp line, with a target first response of 15 minutes, as stated in section 27 of the Guest Terms. If live support is unavailable, use the in-app “Report an urgent issue” form; reports are time-stamped and handled as a priority. Support is provided in English, Bahasa Indonesia, Bahasa Melayu and Arabic. Qembara is not an emergency service and cannot dispatch emergency responders.

Report a safety concern through Qembara Support as soon as reasonably possible, preferably while the Experience is still taking place, so Qembara can help contain the issue and preserve evidence. Hosts must report a serious incident within 24 hours, as stated in section 16 of the Host Terms and the Host Code of Conduct. A Guest who is seeking a refund must also submit the request within 72 hours under section 12 of the Guest Terms. These time limits are not an automatic bar to support or a remedy where emergency, incapacity, fear, lack of access, delayed discovery or another reasonable circumstance prevented earlier reporting.

A report should include, where safely and lawfully available: the Booking reference; the date, time, location and Experience; the people affected and a safe way to contact the reporter; what happened, the immediate action taken and whether emergency services or another authority attended; any continuing welfare or risk concerns; and relevant Platform messages, photographs, video, receipts, witness details or official reference numbers. Do not endanger anyone, enter a restricted area or record secretly where unlawful merely to obtain evidence.

A person may report through Qembara without first confronting the other party where that would be unsafe, inappropriate or could compromise evidence. For ordinary service issues with no safety concern, a Guest may first ask the Host to correct the issue and contact Qembara if it remains unresolved.

Anyone, including a person without a Qembara account, may report a safety or safeguarding concern by writing to support@qembara.com. Reports involving a child or vulnerable person should be marked “Safeguarding” and are handled as a priority under section 8.

Qembara assesses the apparent seriousness, immediacy, vulnerability of affected persons, continuing exposure and available information. Depending on the circumstances, Qembara may:

Protect welfare: prioritise immediate welfare and encourage contact with emergency or specialist services.

Make contact: contact the Guest, Host or other relevant person through approved channels.

Intervene in an active Experience: pause, cancel or relocate it where reasonably necessary.

Restrict temporarily: restrict a Listing, Booking, Payout or account while a material risk is assessed. Any Payout hold is limited to the exposure and follows section 9 of the Payment Terms.

Preserve evidence: request and preserve relevant records.

Arrange remedies: facilitate practical assistance, rebooking, cancellation or a refund under the Cancellation and Refund Policy.

Require correction: require corrective action or evidence before a Listing reopens.

Enforce: warn, suspend or remove a Listing or account for serious, repeated or unresolved breaches.

Involve authorities: refer to or respond to competent authorities where required or lawfully appropriate.

Interim action is precautionary and does not by itself establish fault. Qembara limits a restriction to what is reasonably necessary, reviews it as information develops and releases undisputed funds or access when the exposure no longer justifies the restriction.

Qembara aims for a fair, timely and trauma-informed review proportionate to the incident. It may consider Platform records, Listing disclosures, Booking information, communications, photographs, video, witness accounts, emergency or authority references, Host procedures and corrective evidence, and will usually give affected parties a reasonable opportunity to respond, unless urgent action or law requires otherwise.

Guests and Hosts must cooperate honestly and preserve relevant evidence, and must not fabricate, delete or manipulate evidence or pressure another person. Qembara may withhold information where disclosure could endanger a person, reveal sensitive personal data, compromise an investigation, breach legal privilege or violate law.

Where lawful and safe, Qembara will explain the main basis for a final Platform decision. A materially affected user may request one review within 14 calendar days of the determination where relevant information was overlooked, material new evidence exists or the decision appears inconsistent with policy. Qembara aims to complete an urgent review within 48 hours and an ordinary review within 14 calendar days, as stated in section 22 of the Guest Terms and section 15 of the Host Terms. Qembara’s Platform decision does not determine criminal, regulatory or civil liability.

Reports involving a child, vulnerable person, sexual misconduct, trafficking, exploitation, domestic abuse, stalking, credible threats, weapons, hate conduct or serious violence receive restricted handling and specialist escalation. Do not confront an alleged offender, promise secrecy, conduct an amateur interview or ask a child or survivor to repeat unnecessary detail. Address immediate safety and contact the appropriate emergency or safeguarding authority where required.

Qembara prohibits retaliation against anyone who makes or supports a good-faith safety report, seeks help, preserves evidence or takes part in an investigation. Retaliation, intimidation, review manipulation or pressure to withdraw a report may lead to separate Platform action.

Incident information is handled under the Privacy Policy and restricted to people with a legitimate operational, legal, safeguarding, insurance or authority need. Qembara collects only information reasonably relevant to the response, uses secure approved channels and role-based access, and keeps records for the periods in section 11 of the Privacy Policy: minor matters for a shorter, case-specific period, and serious incident, fraud and claim evidence until final resolution and the end of the claims period, with six-monthly review.

A Booking is not consent to be photographed or recorded, as stated in section 15 of the Privacy Policy. Images of injured persons, children, private spaces, identification or medical information must not be shared publicly or used for marketing. Users must not post incident details that unlawfully identify, shame, threaten or expose another person. Public or media statements about a serious incident may be made only by Qembara’s authorised spokesperson.

A safety report does not automatically establish a refund entitlement or anyone’s fault. Qembara applies the Cancellation and Refund Policy, Guest Terms, Host Terms and the available evidence. Nominal, abandoned or materially unsafe performance does not defeat an otherwise qualifying remedy, and an unsafe or unexpectedly unusable venue is a Material Issue under section 7 of the Cancellation and Refund Policy. Once Qembara approves a Guest refund, it will not wait for Host recovery.

Qembara does not provide travel, medical, accident, personal liability, property, cancellation or activity insurance. Hosts must maintain the insurance required by law and section 17 of the Host Terms. Users remain free to report an incident to an insurer or pursue rights that cannot lawfully be excluded.

Qembara may apply education, warning, corrective action, conditions, monitoring, Booking cancellation, Listing suspension, account restriction or removal according to severity, recurrence, cooperation, remediation and continuing risk, as set out in the Host Code of Conduct, Listing & Prohibited Activities Policy and Community Standards. Serious conduct may justify immediate action without a prior warning. Enforcement is applied consistently and without unlawful discrimination.

Qembara may update this Policy for legal, safety, operational or product changes and will show the new effective date and archive earlier versions. The version applicable to a confirmed Booking is kept with the Booking record where it affects contractual or remedial administration. Mandatory rights and authority-reporting duties are not limited by this Policy.

For questions about this Policy, contact support@qembara.com or the Help Centre. For urgent matters, use the routes in section 4.