Terms & Conditions

These Guest Terms of Agreement (Guest Terms) are a binding agreement between you and QEMBARA EXPERIENCES PRIVATE LIMITED, a company incorporated in Singapore with Company Unique Entity (UEN) Number 202645696M (Qembara, we, us or our), governing your use of the Qembara website, application and related marketplace services (Platform). Platform-use notices and lawful access restrictions apply when you access the Platform. Contractual obligations apply after conspicuous notice and your affirmative acceptance. Each confirmed Booking creates a separate Experience Contract between the Booking Guest and the identified Host on the Experience Contract Terms in section 7, the confirmed Listing, Booking Confirmation and applicable Cancellation and Refund Policy.

By creating a Guest account or using a feature that requires acceptance, you agree to these Guest Terms. At checkout, you separately agree to the Experience Contract Terms, confirmed Listing details, Total Price, cancellation terms, Payment Terms and Cancellation and Refund Policy. The Privacy Policy is made available as a notice; Qembara will request separate consent where consent is required. No acceptance or optional-purchase checkbox will be pre-selected. The final action button will clearly state that selecting it creates an obligation to pay.

These Guest Terms are provided in English. Do not accept them or complete a booking unless you understand the information presented. This does not limit any language-related right required by law.

The following Platform policies also apply where relevant and are published on the Platform: Payment Terms, Cancellation and Refund Policy, Pricing & Fee Policy, Currency Policy, Community Standards, Safety & Incident Policy, Reviews & Content Policy, Complaints & Dispute Resolution Policy, Privacy Policy and Cookie Policy. The Host Terms, Host Code of Conduct and Listing & Prohibited Activities Policy govern Hosts and are published so that Guests can see the standards Hosts must meet.

Booking means a reservation confirmed by a Booking Confirmation.

Booking Confirmation means Qembara’s written confirmation, issued on the Host’s behalf, that a Booking Request has been accepted and an Experience Contract has been formed between the Booking Guest and the Host.

Booking Guest means the Guest who submits the Booking Request and contracts with the Host for the Booking.

Booking Request means an unconfirmed request to reserve an Experience.

Experience means an activity, tour, workshop, class, meal, event, transport component or other service listed through Qembara and supplied by a Host.

Experience Contract means the contract between the Booking Guest and the Host formed when a Booking is confirmed, comprising the Standard Experience Contract Terms in section 7, identified by version in the Booking record, the confirmed Listing, the Booking Confirmation, the applicable Cancellation and Refund Policy and any lawful transaction-specific term authorised by the Host under section 8.3 of the Host Terms.

Guest means a person who browses, submits a Booking Request, makes a Booking or participates in an Experience.

Host means the independent third-party supplier identified in the Listing and Booking Confirmation who offers and is contractually responsible to the Booking Guest for delivering the Experience.

Host Amount means the Experience price the Host sets and the Booking Guest owes the Host, collected by Qembara as the Host’s limited payment-collection agent. It includes every unavoidable Host charge and Host taxes where applicable, but excludes the Qembara Guest Service Fee and charges payable to another disclosed supplier.

Listing means the page on the Platform that describes an Experience.

Material Issue means a failure that prevents delivery as booked, creates a serious undisclosed safety risk, makes the Experience materially unsafe, or makes it materially different from the confirmed description.

Participant means any person included in a Booking.

Qembara Guest Service Fee means the fee, if any, charged by Qembara to the Guest for its marketplace services, set per market and shown before payment.

Total Price means the total amount accepted at checkout, comprising the Host Amount, Qembara Guest Service Fee, applicable taxes and identified third-party charges or selected extras, less any valid discount or credit.

Capitalised terms not defined in these Guest Terms have the meanings given in the Host Terms and Payment Terms.

Qembara operates a marketplace that enables independent Hosts to list Experiences and Guests to discover and book them. When Qembara issues a Booking Confirmation on the Host’s behalf, a contract for the Experience is formed directly between the Booking Guest and the Host. Qembara is not a party to that Experience Contract and does not itself supply, own, manage or control the Experience, except where a Listing expressly identifies Qembara as the supplier.

Qembara currently offers Experiences in Indonesia, Malaysia, Saudi Arabia and Singapore. Experiences labelled “Muslim friendly” or “Halal options available” are subject to section 15.

Neither Qembara nor a Host is the general agent, employee, franchisee, partner or joint venturer of the other. Each Host appoints Qembara only for the booking, confirmation, communication, collection, refund, payout-adjustment, cancellation, claims and administrative functions expressly stated in the Host Terms and this contractual suite. The Host authorises Qembara to form and administer Bookings on its behalf and to make binding administrative determinations concerning Platform refunds, credits, Payouts and account action. The Host remains responsible for Listing accuracy and the quality, safety, legality, licensing, insurance and delivery of the Experience. Any review, badge or identity check is limited to the scope disclosed on the Platform and is not a guarantee, certification or endorsement.

Search order may reflect relevance to your search criteria or preferences, price, availability, Listing quality and completeness, Guest ratings and reviews, Host responsiveness, reliability and cancellation history, safety and compliance record, and popularity. Any paid or sponsored prominence will be clearly labelled. If Qembara displays a verification or trust badge, the Platform will explain what was checked, the material limitations of that check and, where relevant, whether the check remains current.

You must be at least 18 to create a Guest account. You may make a Booking only if you are at least 21 years old, have legal capacity to contract, provide accurate information, are not prohibited by law from using the Platform and are not subject to an active Qembara restriction. A person under 21 may participate only if the Listing permits it, the person is included in an eligible adult's Booking and all required consent and supervision are provided.

You must keep your account, contact and payment information accurate; protect your credentials; review Booking communications; and promptly report suspected unauthorised access. You must not use another person's identity, transfer your account or use another account to bypass a restriction.

Unless Qembara expressly agrees otherwise, Bookings are for personal or consumer use. If Qembara permits a business or mixed-purpose Booking, the Booking Guest remains responsible for authority to book and payment, but no mandatory consumer protection is waived merely because an employer reimburses the cost.

Before checkout, the Platform will prominently display material information reasonably needed to decide whether to book, including the Host’s legal name; trading name, if any; country or principal place of business; business-registration details where applicable; a Qembara-managed service channel; the Experience description; date; local start time; duration; location or meeting point; Participant limits; inclusions and exclusions; accessibility, age and identification rules; required clothing or equipment; known material risks; allergy or dietary information; Total Price and its components; currency; payment timing; cancellation, late-arrival and no-show rules; and any disclosed maximum damage amount. The Booking Confirmation will preserve the Host identity shown when the contract was formed. An undisclosed material requirement will not justify refusal or reduce a remedy.

You must review the displayed information and decide whether the Experience is suitable for you and your Participants. Qembara requires Hosts to provide materially accurate and complete information, but the Host remains responsible for the Experience and its Listing. If information appears incomplete or inconsistent, contact Qembara Support before booking.

An Experience Contract between you and the Host is formed when Qembara, acting within the Host’s express authority, successfully sends the Booking Confirmation to your designated email address or makes it available in your Guest account and sends an electronic notification. Before then, a Booking Request remains Pending while Host acceptance and any required payment authorisation are obtained. Unless a different period is prominently disclosed before submission, a Booking Request expires after 24 hours. If it is rejected or expires, Qembara will promptly release any authorisation or refund any collected amount under the Payment Terms.

If email delivery fails, Qembara will make the Confirmation available in the Guest account and use a reasonable alternative contact method where available. A failed notification does not permit payment retention where Qembara cannot reasonably make the Booking known or available. The Booking record will retain the Host identity, confirmed Listing, checkout wording, applicable contractual documents and electronic acceptance evidence.

The Booking Confirmation will identify the Booking reference; Host’s legal and trading name; Host country or principal place of business; applicable registration details; Qembara-managed service channel; Experience; date and local start time; Participant count; location or meeting instructions; Host Amount; Qembara Guest Service Fee; taxes; third-party charges; Total Price; transaction currency; applicable cancellation terms; and the governing law and dispute route for the Experience Contract. Review it promptly and report any apparent error.

The Experience Contract Terms in section 7, confirmed Listing, Booking Confirmation and Cancellation and Refund Policy constitute and form part of the Experience Contract between you and the Host. Neither Qembara nor the Host may impose a new material term after confirmation unless you expressly agree. These Guest Terms continue to govern your separate relationship with Qembara.

7.1 Incorporation and parties. These standard Experience Contract Terms are incorporated into every confirmed Booking and bind the Booking Guest and the Host identified at checkout and in the Booking Confirmation. Qembara is not a party to that Experience Contract unless the Listing expressly identifies Qembara as the supplier.

7.2 Host obligations. The Host must deliver the confirmed Experience with reasonable care and skill, materially as described, at the confirmed time and place, using appropriately qualified personnel and in compliance with applicable law, permits, licences, safety requirements, insurance obligations, confirmed accessibility arrangements and the Cancellation and Refund Policy.

7.3 Guest obligations. The Booking Guest must pay the Total Price, provide materially accurate booking information, communicate confirmed requirements to Participants, comply with section 13 and ensure that Participants understand material safety and participation requirements. Each Participant remains responsible for their own conduct.

7.4 Qembara’s Host-authorised role. The Host authorises Qembara to communicate acceptance, issue and update Booking Confirmations, collect the Host Amount, administer changes and cancellations, make administrative determinations under the contractual suite, issue qualifying refunds, adjust or withhold Host Payouts, facilitate complaints and communicate notices on the Host’s behalf.

7.5 Changes, cancellation and remedies. The Host and Guest are bound by sections 10–13 and the Cancellation and Refund Policy. A Host cancellation, no-show, material lateness, Material Issue or event beyond reasonable control produces the remedy stated there. Qembara’s administrative determination binds the Host and Guest for Platform refund, credit and Payout administration, without finally deciding civil liability.

7.6 Host substitution and subcontracting. The Host may use another delivery person only if permitted by the Listing, appropriately qualified and lawful, and not materially adverse to safety, quality or the essential character of the Experience. A material substitute requires the Guest’s prior agreement. The Host remains responsible for every person used to perform the Experience.

7.7 Claims and liability. Each party remains responsible for loss caused by its breach, negligence, misrepresentation or unlawful conduct, subject to applicable law and any damage limit clearly disclosed before checkout. Nothing limits a mandatory consumer right or liability that cannot lawfully be limited. The Host must not impose an undisclosed waiver, deposit, liability limit or Participant term.

7.8 Communications and notices. Booking communications and contractual notices may be given through Qembara’s approved channels. Notice delivered by Qembara within the Host’s stated authority is treated as notice from or to the Host, as applicable.

7.9 Governing law and disputes. The Experience Contract is governed, and disputes may be pursued, as stated in section 29 and the Booking Confirmation, without excluding any mandatory consumer forum or protection. The parties should first use Qembara’s complaint-facilitation process where reasonably practicable, but this does not prevent urgent or statutory action.

7.10 Participants. A Participant who is not the Booking Guest may rely on the Host’s safety and delivery obligations to the extent permitted by the law governing the Experience Contract, but only the Booking Guest may change or cancel the Booking.

You may include another person only if authorised to provide the information needed for that Participant. You must communicate confirmed requirements and safety instructions, provide accurate Participant information and pay the amounts accepted at checkout. Each Participant is responsible for their own conduct. You are not automatically liable for every act of another Participant; your liability arises only from your own breach, misrepresentation or failure to communicate information you expressly agreed to communicate, or as otherwise required by law.

Before payment, Qembara will separately display: (a) the Experience price owed to the Host (Host Amount), which Qembara collects as the Host's limited payment-collection agent; (b) any Qembara Guest Service Fee owed to Qembara as principal; (c) applicable taxes and the party for whom Qembara collects them, where required; (d) identified third-party charges or selected extras and their supplier; (e) discounts or credits; and (f) the Total Price and transaction currency. Valid payment through Qembara or a Qembara-designated collection channel discharges the corresponding obligation to the Host or identified recipient. A payment service provider processes payments only in the legal role disclosed for the applicable launch market and is not treated as the Host's collection agent merely because it processes a transaction. The Host must not collect the same amount again.

The Host appoints Qembara as its limited collection agent for the Host Amount. Qembara receives the Qembara Guest Service Fee for its own account and may deduct any Host Service Fee from the Host Payout under the Host Terms. Taxes and third-party charges are collected in the capacity disclosed at checkout and on the applicable receipt or tax document. Qembara’s settlement obligation to the Host is independent of your discharged payment obligation. Authorisation, capture, exchange rates, receipts, tax documents, failed payments, chargebacks and refunds are governed by the Payment Terms.

Prices are calculated in the currency in which the Host sets the Host Amount and may be displayed in your selected display currency, as explained in the Currency Policy. The transaction currency in which you are charged is shown before payment and recorded in the Booking Confirmation. You are charged in your selected display currency where it is SGD, SAR, MYR or IDR and the currency of the Host Amount can be converted to it; in every other case you are charged in Singapore dollars (SGD). Any other currency shown is an estimate at the rate displayed at checkout. The amount shown at checkout in the transaction currency is fixed when you pay. Your card issuer may apply its own conversion rate or fee.

Qembara will not charge a disputed damage claim without your separate authorisation or another lawful contractual basis. If Qembara identifies a manifest pricing error before the Experience—meaning an error a reasonable person would recognise as clearly incorrect—it will explain the error and offer you the choice to accept the corrected price or cancel for a full refund. Qembara will not charge the corrected price without your express agreement.

The separate Cancellation and Refund Policy forms part of each Booking and governs cancellation deadlines, refund entitlement and calculation, service charges, taxes, extras, partial-group cancellation, credits, rescheduled Bookings, rounding, no-shows and processing timelines. Deadlines use the local time at the Experience location.

Each Listing uses one of two standard cancellation settings. Flexible – 24 hours is the default: cancel at least 24 hours before the local start time for a full refund. Advance Preparation – 72 hours applies only to Listings Qembara has approved because of documented material advance preparation, committed non-recoverable cost or constrained capacity: cancel at least 72 hours before the local start time for a full refund. A full refund on a Guest cancellation within the deadline includes the Qembara Guest Service Fee. After the deadline, the Host Amount and Qembara Guest Service Fee are normally non-refundable, but you may ask the Host for an exception and the Cancellation and Refund Policy and mandatory law still apply. The setting and deadline are shown before payment and preserved in the Booking Confirmation.

A requested change takes effect only when the Host accepts it, any price difference is paid or refunded, and Qembara issues an updated Booking Confirmation on the Host’s behalf.

If the Host cancels, or no part of the Experience can be delivered for a reason that entitles you to a full refund under the Cancellation and Refund Policy, a full refund means 100% of the monetary amounts actually charged through Qembara for the affected Experience, including the Host Amount, associated Qembara Guest Service Fee, taxes and Experience-specific extras or third-party charges included in Qembara checkout. Unrecoverable supplier, acquiring or payment-processing costs do not reduce that Guest-facing full refund. Qembara will initiate an approved monetary refund within 2 business days after the cancellation is recorded or Qembara determines that the refund is due. Bank or payment-provider posting may take longer. You may instead choose a suitable alternative, another date or Qembara credit; Qembara will not substitute credit or rebooking for money without your agreement.

The Host authorises Qembara to cancel a Booking, issue a qualifying refund, adjust or withhold a Payout, and recover or offset a Host-funded refund under the Host Terms and Payment Terms. Once Qembara determines that a Guest refund qualifies, Qembara will pay that refund without waiting to recover any Host-funded portion. Host recovery is a separate Qembara-Host matter and does not reduce or delay the approved Guest refund. If the Host cancels, fails to appear or materially fails to deliver, Qembara will notify you promptly and provide reasonable rebooking assistance. A substitute Host or material change requires your agreement. Qembara will state and settle any price difference. If you reject the alternative or none is available, the applicable monetary refund remains available.

Unless a different threshold is prominently disclosed before checkout because of the Experience type, a Host who is more than 15 minutes late will be treated as a potential Material Issue. Whether the Host can be contacted is relevant to the remedy but does not by itself prevent a Material Issue arising. The remedy will reflect the waiting time, shortened duration, ability to complete the essential Experience, the quality of the Host’s communications and any reasonable alternative accepted by you. A Host may not ask you to cancel on the Host's behalf.

A minor operational change is permitted only if it does not materially reduce value, safety, accessibility or the essential character of the Experience. If a material change is proposed, Qembara will seek your agreement. If you do not agree, you may cancel for a full refund.

An Experience may be affected by severe weather meeting any disclosed location-specific threshold, natural disaster, government prohibition or material warning, civil disruption, evacuation, emergency closure, transport shutdown, serious public-health event or another unavoidable circumstance beyond reasonable control. This excludes insufficient staffing, overbooking, missing permits, poor scheduling, avoidable maintenance and ordinary supplier failure. Guest-only transport disruption is governed by the disclosed cancellation rules unless mandatory law or the Cancellation and Refund Policy provides otherwise.

Where the disruption is temporary, Qembara may offer rescheduling, but you retain any applicable monetary-refund right. If no part is delivered, the default is a full monetary refund unless you choose rebooking or credit. If part is lawfully and safely delivered before interruption or evacuation, any proportionate remedy will reflect the value safely received. Host preparation costs do not reduce a Guest refund where the contractual suite grants a full refund. Nominal, abandoned or materially unsafe performance does not defeat a full-refund entitlement.

Report a Material Issue through Qembara Support as soon as reasonably possible, preferably while the Experience is still taking place, so the issue can be corrected and evidence preserved. Submit any refund request within 72 hours after the Material Issue occurs. The 72-hour period is not an automatic bar to a remedy where an emergency, incapacity, lack of access or another reasonable circumstance prevented timely reporting.

Provide the Booking reference, a description, relevant times and communications, available photographs or receipts and the remedy requested. Qembara may review Platform records, seek information from both you and the Host and facilitate resolution under the Cancellation and Refund Policy. A remedy may include correction by the Host, continuation, rescheduling, a partial refund or a full refund. Any partial refund must reasonably reflect the undelivered part, seriousness of the issue and available evidence.

Reports concerning a Host no-show, an Experience due to start the same day or an immediate safety issue will be handled through the urgent-support route displayed with the Booking. Qembara will prioritise live reports, attempt to contact the Host promptly and communicate the available continuation, replacement or refund options. The ordinary complaint targets in section 27 do not delay day-of-Experience action.

Qembara may make a binding administrative determination for Platform refunds, credits, Payouts and account action within the authority granted by the Host. It will provide a brief explanation. You may request one review within 14 calendar days of the determination if relevant information was overlooked, the decision appears inconsistent with policy or you provide material new information. Qembara aims to complete the review within 14 calendar days. An administrative determination does not finally decide civil liability between you and the Host and does not prevent either party pursuing contractual, statutory or court remedies.

You and each Participant must arrive on time; bring required identification, clothing and equipment; follow reasonable safety instructions; comply with law and venue rules; respect people, communities and property; supervise minors and persons requiring assistance; and comply with cultural, religious, dress, photography or recording requirements only where they are lawful, objectively connected to the Experience or venue, prominently disclosed before Booking, consistently applied and non-discriminatory. Unless a different rule is prominently disclosed before checkout because the Experience is time-critical, you have a 15-minute grace period after the confirmed start time, and the Host must try to contact you through the Platform before treating you as a no-show.

A Host may refuse admission or end participation where reasonably necessary and proportionate because a person presents a material safety risk, is intoxicated or materially impaired, threatens or harasses others, discriminates, damages property, refuses reasonable safety instructions, brings an unauthorised Participant or seriously breaches these Guest Terms. Refund entitlement will be assessed under the Cancellation and Refund Policy and applicable law.

Qembara’s Community Standards apply to every Guest, Participant and Host. A Host must not refuse a Booking, impose different terms or treat anyone less favourably because of race, ethnicity, nationality, religion, disability, sex, age or another characteristic protected by applicable law, except for a participation restriction, such as a women-only, men-only or family-only Experience, that is lawful in the Experience location, necessary for a legitimate safety, privacy or safeguarding purpose, proportionate, stated in the Listing title, shown before booking, applied consistently and approved by Qembara where required, as set out in section 11 of the Host Terms and section 3 of the Community Standards.

Some Experiences involve physical activity, food, transport, outdoor conditions, tools, animals or other inherent risks. Review the disclosed risks, assess your ability to participate, use required safety equipment and stop if you reasonably believe conditions are unsafe. The Host is responsible for operating lawfully, taking reasonable safety measures and accurately disclosing known material risks. Qembara’s marketplace controls do not transfer the Host’s delivery responsibilities to Qembara.

A Host who refuses admission, ends participation or proposes a substitute delivery person must promptly notify Qembara, record the reason and preserve relevant evidence. Any substitute must be appropriately qualified and must not materially reduce the Experience. Qembara may facilitate the refund or other remedy required under the applicable policy; the Host remains responsible for the underlying delivery decision and must not apply discriminatory or undisclosed requirements.

Qembara does not provide insurance to Guests, Participants or Hosts. A Booking does not include travel, medical, accident, personal liability, property, cancellation or activity insurance unless the Listing expressly identifies insurance independently provided by the Host or another third party.

You are responsible for deciding whether to obtain personal insurance. The Host must maintain all legally required insurance and licences. For a regulated or higher-risk category, Qembara will require current evidence before publication and may automatically suspend a Listing when evidence expires. A badge will state the check performed, verification date, material limitations and currency of the evidence. Qembara does not guarantee that insurance will respond to a particular event.

If food or drink is involved, disclose relevant allergies or dietary requirements by the stated deadline. A request is confirmed only when the Host, through Qembara, confirms it can accommodate the request. The Host is responsible for materially accurate food information, applicable food-safety requirements and any accommodation confirmed in the Booking.

Where a Listing is labelled “Muslim friendly” or “Halal options available”, the Listing will state what the label covers for that Experience, such as halal food, an alcohol-free venue, prayer-time scheduling or prayer facilities. Unless the Listing states that food is certified by a named halal-certification authority, a halal label reflects the Host’s own representation. Qembara uses three labels: Halal-certified (Qembara has checked a current certificate from a recognised authority, such as MUIS in Singapore or BPJPH in Indonesia); Halal options (the Host states halal food is available, but it is not independently certified); and Alcohol-free (no alcohol is served during the Experience).

Submit accessibility questions before booking. Qembara or the Host may request information reasonably needed to assess an accommodation. Not every Experience can meet every requirement. If a specific arrangement is confirmed and not provided, that may be a Material Issue.

Where transport is included, the Host or other disclosed transport provider is responsible for applicable driver, vehicle, licensing, insurance and safety requirements. The Listing must disclose material pickup and transport conditions. Unless the Listing expressly states otherwise, Qembara does not operate or insure the transport. Where an Experience crosses an international border, such as between Singapore and Batam, the Listing will disclose before booking the route, the transport operator, who arranges and pays for the tickets and the passport, visa, immigration and customs requirements. You are responsible for holding valid travel documents and meeting entry requirements. A refusal of entry or boarding caused by your own documents or admissibility is not a Host failure, and any refund is assessed under the Cancellation and Refund Policy.

Use Qembara's approved channels for Booking communications where available. Do not send unlawful, abusive, threatening or discriminatory messages; request unnecessary sensitive information; use another user's data for unsolicited marketing; or move a transaction off the Platform primarily to avoid Qembara's charges, records or safeguards.

A transaction arranged separately outside Qembara is not a Qembara Booking and may not receive Qembara's payment records, support or Booking remedies. Qembara may review Platform communications only where lawful and reasonably necessary for support, safety, fraud prevention, enforcement or legal compliance, as described in the Privacy Policy.

Qembara will never ask you to pay by bank transfer, cash, gift card, cryptocurrency or a payment link sent by message or email outside the Platform. A Host may collect an amount offline only where the Listing expressly discloses the amount, recipient and method before checkout. If anyone, including a person claiming to be a Host or Qembara, asks you to pay any other way, do not pay and report it to Qembara Support.

Reviews must reflect a genuine Experience and must not contain unlawful, defamatory, deceptive, discriminatory, confidential or irrelevant material. You retain ownership of submitted content and grant Qembara a non-exclusive, worldwide, royalty-free licence to host, reproduce, format and display it to operate the Platform and, in a fair and context-preserving form, in Qembara-owned websites, newsletters, organic social channels and promotional compilations. Qembara will obtain separate consent for paid advertising or identifiable Guest imagery where required.

Only the Booking Guest for a genuine Booking may submit a public review and rating, once per Booking and within 30 calendar days after the Experience; other Participants may report concerns directly to Qembara. Qembara’s Reviews & Content Policy explains review eligibility, score calculation, incentives, conflicts of interest, moderation and removal. Qembara may remove a review only under those standards or where required by law; it will not edit a review to change its meaning. Reviews express individual opinions and are not guarantees of identical future performance.

Qembara will obtain separate consent before using identifiable Guest content in paid advertising or before a Host uses identifiable photographs or recordings for promotion where consent is required. Content involving minors, private spaces, religious sites or sensitive locations must not be captured or published without all required permissions. Qembara may moderate content under its published standards; criticism alone is not a reason for removal.

Qembara and its licensors own the Platform, software, brand, design and Qembara-created content. Hosts and other users retain their rights in their content. You may use Platform materials only for personal use connected with browsing, booking and participating. You must not copy, scrape, reverse engineer, republish or commercially exploit protected materials except as permitted by law or with written permission.

You must not use Qembara for unlawful or fraudulent activity; provide materially false information; impersonate another person; interfere with security; endanger people; intentionally damage property; make a knowingly false refund or payment claim; or use Platform information to solicit transactions intended to avoid Qembara's charges or controls.

Qembara or its regulated payment provider may conduct identity, fraud, sanctions or restricted-transaction screening only where legally required or reasonably permitted for lawful Platform and payment operations. A Booking may be delayed, rejected or cancelled where required by law or a competent authority.

A Host must report visible damage within seven calendar days after the Experience. Latent damage that could not reasonably have been discovered earlier must be reported within seven calendar days after discovery and no later than 30 calendar days after the Experience. The Host must evidence the damage, responsibility, ownership, age, prior condition, repairability and reasonable repair or depreciated replacement cost. Ordinary wear and tear is excluded, and repair is preferred where reasonable.

Qembara will notify you and normally allow seven calendar days to respond. Qembara may facilitate the exchange of evidence and communicate an outcome under the disclosed claim process, but it does not determine legal liability between you and the Host. Qembara will not charge a disputed claim without your separate authorisation or another lawful basis. The Host retains any right it may have to pursue a claim directly against you, subject to the Experience Contract and applicable law.

Before checkout, Qembara will display any maximum damage amount and state whether it is a platform-facilitation cap: the most a Host may request through Qembara. It is not a deposit and Qembara will charge it only with your consent. No claim may include wear and tear, lost income, punitive amounts or an undisclosed deposit. A reasonable good-faith dispute will not by itself justify suspension.

Promotional codes and Qembara credits are subject to the terms shown when issued, including validity, expiry and eligible use. Unless mandatory law requires otherwise, they are non-transferable, have no cash value and cannot be combined unless stated. If a Host cancels, any reusable credit applied will be restored and any monetary amount paid will be refunded unless you choose another remedy.

Qembara may restrict an account, cancel access to a Booking or suspend Platform access where reasonably necessary to protect a person, address a material fraud or security risk, comply with law, investigate materially inaccurate information or respond to a serious or repeated breach. Qembara will coordinate with the Host on any resulting Booking outcome. Unless fraud, intentional misconduct or a serious breach by you is established, a Qembara-initiated cancellation will receive the refund applicable under the Cancellation and Refund Policy. Where legally permitted and appropriate, Qembara will provide notice and a brief explanation.

Qembara applies the balance of available evidence solely as an administrative standard. If a material allegation remains inconclusive, it will not be treated as fraud or intentional misconduct and the no-fault refund outcome in the Cancellation and Refund Policy applies. Any Guest-fund hold must be necessary, proportionate and limited to 30 calendar days, unless law or a competent authority requires longer. Qembara will not hold Guest funds indefinitely.

You may request review of an account restriction, Qembara-initiated Booking cancellation or content decision through Qembara Support within 14 calendar days of the determination. Urgent safeguards may remain during review, but Qembara aims to complete an urgent review within 48 hours and an ordinary review within 14 calendar days.

Qembara does not guarantee uninterrupted or error-free Platform availability. It may change or discontinue Platform functions for legal, security or operational reasons. This will not remove rights already accrued under a confirmed Booking. Qembara remains responsible for its own Platform, booking, payment-facilitation and support obligations.

Nothing excludes or limits liability for fraud or fraudulent misrepresentation; wilful misconduct; death or personal injury caused by negligence where limitation is prohibited; an agreed or finally determined refund; unauthorised payment processing or misuse of payment credentials; breach of confidentiality or data-protection obligations; deliberate concealment of a known serious safety issue; grossly negligent handling of a confirmed emergency; reckless disregard of a reported material safety risk; breach of mandatory consumer rights; or any liability that cannot lawfully be limited.

Subject to that rule, Qembara is responsible for providing its Platform, booking, payment-facilitation and support services with reasonable care. The Host—not Qembara—is responsible for the Listing and for supplying the Experience. Qembara is not liable for a Host’s act, omission, quality, safety, legality, suitability, delay, cancellation or non-performance merely because the Host uses the Platform, but nothing in this clause excludes liability arising from Qembara’s own negligence, misrepresentation, breach of these Guest Terms or non-excludable legal duty.

To the extent permitted by law, Qembara is not liable for indirect or consequential loss that was not reasonably foreseeable when the relevant contract was formed, or for loss of profit, business, goodwill or opportunity arising from use wholly outside personal or consumer purposes.

For any other claim arising from Qembara’s services for a Booking, Qembara’s aggregate liability for the same event or series of connected events is limited to the greater of the Qembara Guest Service Fee attributable to that Booking or SGD 150. For a claim unrelated to a Booking, Qembara’s aggregate liability is limited to SGD 150. These limits apply only to the extent they are reasonable and enforceable under applicable law. The Host’s liability for the Experience is governed by the Experience Contract and applicable law.

These Guest Terms do not remove or reduce any mandatory consumer right. If a provision conflicts with mandatory law, the mandatory rule prevails and the remaining provisions continue. Any statutory cancellation, refund, information or dispute right applies independently of Qembara's commercial policies.

Qembara processes personal data in accordance with Singapore’s Personal Data Protection Act 2012 and other applicable data-protection laws, as described in the Privacy Policy. You may contact Qembara’s Data Protection Officer using the details in section 31. The Privacy Policy is a notice and is not blanket consent to every processing activity. Where consent is the appropriate legal basis, Qembara will request it separately. Qembara may share information with a Host, payment provider or service provider where reasonably necessary to administer a Booking, process payment, deliver the Experience, address a complaint or safety concern, prevent fraud or comply with law. Guests and Hosts must not misuse personal data obtained through Qembara.

Contact Qembara through the Help Centre or the durable contact details in section 31. Day-of-Experience and Host no-show support operates 24 hours a day, 7 days a week, through in-app chat and a phone/WhatsApp line; times use the Experience’s local time (Singapore UTC+8, Malaysia UTC+8, Indonesia (Batam) UTC+7, Saudi Arabia (Riyadh) UTC+3) with an initial response target of 15 minutes for a first live response. If live support is unavailable, use the in-app “Report an urgent issue” form; reports are time-stamped, preserve your refund position and are handled as a priority. For an immediate safety incident, move to safety and contact the relevant local emergency service first (Singapore: 999 police, 995 ambulance and fire; Indonesia: 112; Saudi Arabia: 911; Malaysia: support@qembara.com); Qembara is not an emergency service.

Qembara aims to acknowledge an ordinary complaint within two business days and provide a substantive response within 14 calendar days, or explain why more time is needed. These service targets do not limit urgent action or mandatory deadlines. Support is provided in English, Bahasa Indonesia, Bahasa Melayu and Arabic. The Complaints & Dispute Resolution Policy explains the full complaints process, including independent review of Qembara’s decisions and the outside options that remain available to you.

Qembara may send Booking and legal notices to your registered email address and, where suitable, your account inbox or verified telephone number. A notice is treated as received when delivered to the designated address or made available in the account and an email notification is sent, unless Qembara receives a delivery-failure notice. Keep your contact details current.

Qembara may update these Guest Terms for legal, security, operational or Platform changes. Qembara will show the new effective date and give reasonable notice of material changes where required. Changes apply prospectively. The Guest Terms accepted for a Booking continue to govern that Booking unless you expressly accept the updated terms or immediate application is legally required. Qembara will not use an update to reduce an accrued refund, consumer right or confirmed Booking benefit.

These Guest Terms and disputes between you and Qembara are governed by Singapore law, without removing mandatory protection applicable at your residence. Unless the Booking Confirmation states another law that has an objective connection to the transaction, the Experience Contract is governed by the law of the country where the Experience principally occurs, subject to mandatory consumer law. The applicable law and available Host-dispute route will be shown before payment and preserved in the Confirmation.

Before court proceedings against Qembara, contact Qembara Support and allow a reasonable opportunity to resolve the matter. Either party may use an available consumer dispute-resolution or mediation process, such as the Consumers Association of Singapore (CASE) or the Small Claims Tribunals of Singapore where eligible. Subject to mandatory rights, Singapore courts have non-exclusive jurisdiction over disputes with Qembara. A dispute with the Host may be brought through the dispute route shown at checkout and in the Confirmation or before any court or consumer forum whose jurisdiction cannot lawfully be excluded.

If a provision is invalid or unenforceable, it will be modified only to the minimum extent necessary and the remaining provisions will continue. A delay in enforcing a right is not a waiver. You may not transfer a Booking or your rights without Qembara's consent. Qembara may transfer its rights and obligations as part of a genuine restructuring, merger, financing or sale, provided mandatory consumer protections are not reduced.

Payments, refunds, disputes, liability, privacy, intellectual property, content licences and provisions concerning prior conduct survive account closure where necessary to give them effect.

Contractual priority is: (1) mandatory law; (2) a more favourable transaction-specific commitment; (3) the Booking Confirmation and confirmed Listing for transaction facts; (4) the Cancellation and Refund Policy for cancellation and refund entitlement; (5) the Experience Contract Terms in section 7 for the Guest–Host relationship; (6) the Payment Terms for payment mechanics; and (7) these Guest Terms for the Guest–Qembara relationship. Qembara will retain a tamper-evident record of the exact Host identity, Listing, terms, policy text and checkout acceptance applicable to each Booking.