Safety and Incident Policy

This Policy explains Qembara’s expectations for preventing, responding to and reporting safety incidents connected with an Experience or use of the Platform. It applies before, during and after a Booking where the 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; property damage; privacy or photography incidents; suspected crime; and another event that creates a credible risk of harm.

This Policy complements the Guest Terms, Host Terms, Privacy Policy, Cancellation and Refund Policy, Payment Terms, confirmed Listing and Booking Confirmation. It does not replace local emergency services, professional medical advice, applicable law or a venue’s lawful emergency procedures.

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. 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 an Experience as risk-free, guarantee personal safety, provide emergency or medical services, or provide insurance unless a separate, express and verified statement says otherwise. 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

• Assess reasonably foreseeable risks before accepting Bookings and whenever the activity, route, venue, equipment, weather, law or delivery team changes.
• Accurately disclose known material risks, physical demands, accessibility conditions, age limits, required skills, food or allergy considerations, clothing, equipment, cultural expectations and photography restrictions before Booking.
• Use appropriately qualified personnel; maintain equipment and venues; comply with applicable permits, licensing, food, transport, fire, child-safeguarding, occupational and other safety requirements; and maintain legally required insurance.
• Prepare a practical emergency plan, know local emergency contacts, identify exits or safe meeting points where relevant, and ensure Host personnel understand their roles.
• Give a proportionate safety briefing before the activity, provide required protective equipment, monitor changing conditions and stop or modify delivery when continuing would create an unreasonable risk.
• Do not describe an Experience as “100% safe,” “risk-free,” “safe for everyone,” “child-safe,” “fully accessible” or use another unsupported guarantee. Public wording must describe actual conditions and preparation needs.

3.2 Guest and Participant responsibilities

• Review the Listing, preparation and suitability information; provide materially accurate information requested for safe participation; and raise relevant accessibility, allergy, dietary or other needs by the stated deadline.
• Bring disclosed identification, clothing or equipment; arrive fit to participate; follow reasonable safety and venue instructions; supervise minors or persons requiring assistance; and respect cultural, religious, privacy and photography requirements.
• Stop and alert the Host if conditions appear unsafe. A Guest should not participate while materially impaired or engage in violence, threats, harassment, discrimination, unlawful conduct or reckless behaviour.

3.3 Qembara responsibilities

• Provide structured listing fields and review controls for preparation, suitability and cultural information; maintain a reporting route; triage reports; protect relevant records; and take proportionate Booking, Listing or account action.
• Avoid safety guarantees and clearly distinguish public preparation information from private internal risk and incident records.

Report a safety concern as soon as reasonably possible, preferably while the Experience is still active or within 24 hours after discovery, so Qembara can help contain the issue and preserve evidence. This target is 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:

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

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

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

• prioritise immediate welfare and encourage contact with emergency or specialist services;
• contact the Guest, Host or other relevant person through approved channels;
• pause, cancel or relocate an active Experience where reasonably necessary;
• temporarily restrict a Listing, Booking, payout or account while a material risk is assessed;
• request and preserve relevant records;
• facilitate practical assistance, rebooking, cancellation or a refund under the applicable policy;
• require corrective action or evidence before a Listing reopens;
• warn, suspend or remove a Listing or account for serious, repeated or unresolved breaches; and
• refer or respond to competent authorities where required or lawfully appropriate.

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

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

Guests and Hosts must cooperate honestly, preserve relevant evidence and must not fabricate, delete, manipulate or pressure another person’s account. 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 internal review where relevant information was overlooked, material new evidence exists or the decision appears inconsistent with policy. Qembara’s Platform decision does not finally 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 a person who makes or supports a good-faith safety report, seeks help, preserves evidence or participates in an investigation. Retaliation, intimidation, review manipulation or pressure to withdraw a report may result in separate Platform action.

Incident information will be handled under the Privacy Policy and restricted to persons with a legitimate operational, legal, safeguarding, insurance or authority need. Qembara will collect only information reasonably relevant to the response; use secure approved channels; apply role-based access; and retain records only for the applicable safety, dispute, fraud, insurance, legal and regulatory purposes.

A Booking is not consent to be photographed or recorded. 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 communications on a serious incident may be made only by Qembara’s authorised spokesperson.

A safety report does not automatically establish refund entitlement, Host fault or Guest fault. Qembara will apply the Cancellation and Refund Policy, Guest Terms, Host Terms and available evidence. Nominal, abandoned or materially unsafe performance does not defeat an otherwise qualifying remedy. 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. The Host must maintain legally required insurance and any category-specific insurance required by Qembara. 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. Serious conduct may justify immediate action without a prior warning. Enforcement will be applied consistently and without unlawful discrimination.

Qembara may update this Policy prospectively for legal, safety, operational or product changes. The version applicable to a confirmed Booking will be retained with the Booking record where it affects contractual or remedial administration. Mandatory rights and authority-reporting duties are not limited by this Policy.