TREOVANA Terms and Conditions
1. About TREOVANA
TREOVANA is a digital platform that helps Customers discover, book, pay for, and manage activities, experiences, tours, and related services offered by independent service providers (“Partners”).
TREOVANA provides the platform technology, booking process, payment process, communication tools, Electronic Tickets (E-Tickets), support, and the rules necessary to operate the marketplace.
Unless otherwise stated, activities at the destination are carried out by the Partner or Provider responsible for the relevant service.
By creating an account, accessing, or using TREOVANA services, you are deemed to have read and agreed to these Terms and Conditions and any other policies that are clearly stated to apply to your use of the platform or your transactions.
2. Roles of TREOVANA and Partners
TREOVANA operates the platform and establishes rules regarding use of the platform, booking, payments, refunds, communication, support, security, and user protection mechanisms.
Partners are responsible for the accuracy of activity information provided to TREOVANA and for the delivery of services at the destination in accordance with the activity description, schedule, Meeting Point, facilities, participant requirements, and other information applicable to the booking.
In certain circumstances, an activity may be delivered by a Provider working with or managed by a Partner. TREOVANA continues to distinguish between the Partner as the party using the platform and the Provider as the party operationally delivering the service where these are different parties.
TREOVANA remains responsible for its own obligations as the platform operator and does not use these Terms to remove consumer rights provided under applicable law.
Partners may also be subject to the TREOVANA Partner Terms, Partner Agreement, or other applicable Partner-specific terms. These Customer Terms do not replace obligations that specifically apply to Partners.
3. Customer Accounts and User Information
Customers must have an authenticated TREOVANA account in order to complete a booking.
TREOVANA may provide registration, verification, or authentication processes designed to be as simple as reasonably possible while still meeting the platform’s security and operational requirements.
Customers must provide accurate, complete, and usable information for bookings, including their name, email address, telephone number, country, and relevant participant information where required.
Customers are responsible for maintaining the security of their account, password, devices, and credentials used to access TREOVANA.
TREOVANA may use email verification, OTP, phone number verification, session checks, or other security mechanisms to confirm authorized access to an account or booking.
Customers should contact TREOVANA promptly if they become aware of or suspect unauthorized use of their account.
TREOVANA may restrict or suspend access to an account where there are indications of fraud, misuse, security threats, violations of these Terms, or other reasons reasonably necessary to protect the platform and its users.
Restriction or termination of account access does not automatically remove rights that a Customer has lawfully acquired in relation to existing bookings, refunds, or previous transactions.
4. Activity Information and Pricing
Information regarding activities, schedules, Meeting Points, duration, participants, what is included or excluded from the service, pricing, change policies, special requirements, and other relevant information is displayed on the activity page or during the booking process.
Customers are responsible for reviewing this information before completing a transaction.
Prices and applicable transaction charges will be displayed before the Customer confirms payment.
If TREOVANA charges or displays a Transaction Handling Fee, that fee must be disclosed transparently before payment is completed.
Prices, availability, schedules, and activity terms may change before a transaction is completed.
Once a booking has been created, the transaction terms stored in TREOVANA’s system may serve as the reference for that booking.
5. Booking and Partner Approval
Successful payment does not necessarily mean that an activity has been immediately confirmed by the Partner.
After successful payment, a booking may have a status of Pending Partner Approval or another status indicating that a Partner decision is still required.
A Partner may approve the booking, provide Partial Approval where the feature and booking conditions permit, or reject the booking in accordance with the applicable rules.
The Partner’s decision period follows the terms displayed or stored for the relevant booking.
If the Partner rejects the booking or does not make a decision within the applicable period, TREOVANA will process the booking resolution, refund, or other applicable action in accordance with the transaction policy.
A booking is considered Confirmed once it has met the confirmation requirements applicable within the system.
An Electronic Ticket becomes available or is issued after the booking has met the requirements for confirmation.
6. Payments
Payments are processed through the payment methods shown as available on the payment page.
TREOVANA may use one or more third-party payment service providers that have been approved and activated on the platform.
Available payment methods may vary depending on currency, payment method, payment provider configuration, Customer location, or other operational factors.
Card details or other sensitive payment information collected directly through secure components operated by payment service providers are not stored by TREOVANA unless specifically required, permitted, and protected in accordance with applicable law.
Customers must review the price, payment method, fees, and total transaction amount before confirming payment.
A payment method that is not shown as available is not considered supported merely because a payment provider may technically offer that method.
7. Electronic Tickets and Check-in
After a booking is confirmed, TREOVANA may issue one or more Electronic Tickets based on the activities or items included in the booking.
An Electronic Ticket may contain a QR code, Ticket ID, Booking ID, activity name, Partner or Provider, lead Customer, schedule, number of participants, Meeting Point, instructions, and other information required to use the service.
Customers must protect their Electronic Tickets and QR codes from unauthorized use.
QR codes are the primary method of check-in where available.
Partners or TREOVANA may use a valid manual check-in process as a fallback where the QR code cannot be used or operational circumstances require it.
Electronic Tickets must not be modified, duplicated for abusive purposes, unlawfully resold, or used to obtain services to which the Customer is not entitled.
8. Schedule Changes and Rescheduling
The right to reschedule depends on the activity rules, schedule, availability, applicable deadlines, Partner approval where required, and the policy stored with the booking.
TREOVANA may provide self-service rescheduling for eligible bookings.
If the change results in a price difference, the Customer may be required to pay the additional amount or may receive a refund of the difference in accordance with the applicable transaction rules.
Rescheduling does not remove the Customer’s right to an available resolution if the Partner is ultimately unable to provide the service as agreed.
9. Cancellation by the Customer
For activities using TREOVANA’s standard cancellation policy, refunds of the service value generally depend on the timing of the cancellation in relation to the activity date:
- cancellation at least two days before the activity date may be eligible for a 100% refund of the refundable service value;
- cancellation one day before the activity date may be eligible for a 50% refund;
- cancellation on the activity date may result in a 0% refund.
These terms apply unless the activity page, Partner agreement, or stored booking terms provide another valid policy that has been communicated to the Customer.
The Transaction Handling Fee for a voluntary cancellation by the Customer may be non-refundable where this has been disclosed transparently before the transaction.
The policy stored with the booking serves as the primary reference for that transaction.
10. Cancellation or Service Failure Not Caused by the Customer
If the Partner rejects the booking, the Partner or Provider is unable to provide the service, materially inaccurate information was provided, TREOVANA cancels the transaction for reasons within TREOVANA’s responsibility, or another circumstance exists that entitles the Customer to a full refund under the applicable policy, the Customer may receive a refund in accordance with their rights.
Where a full refund applies, the refund may include 100% of the service value and any eligible Transaction Handling Fee.
TREOVANA or the Partner may offer an alternative activity or rescheduling where available.
The Customer is not required to accept an alternative where the applicable policy gives the Customer the right to choose a refund.
11. Refunds
TREOVANA determines refund eligibility and the refund amount based on the stored transaction terms, price components, reason for cancellation, booking status, and policies applicable to the transaction.
Refunds may be processed through the payment service provider where the payment method supports it or through another lawful method, including a manual bank transfer where necessary.
If the Customer’s bank account information is required, TREOVANA will request the necessary information through an appropriate and secure channel.
A delay by the Customer in providing bank account information does not by itself remove an approved refund entitlement.
Operational costs associated with a manual transfer will not be unilaterally deducted from the Customer’s refund unless such charges have been lawfully and transparently disclosed in advance.
The time required to receive a refund may be affected by the payment service provider, bank, transfer method, business days, and third-party processes outside TREOVANA’s direct control.
12. Absence, Late Arrival, Safety, and Participant Responsibilities
Customers are responsible for arriving at the specified location and time and for meeting participant requirements communicated before the booking.
Customers are also responsible for ensuring that other participants included in the booking understand the relevant requirements.
Failure to attend (No-show) or late arrival that prevents participation in the activity may result in the Customer not being eligible for a refund.
The Partner, Provider, or TREOVANA may refuse or stop participation where there are safety concerns, violations of activity requirements, dangerous behavior, unlawful conduct, or other circumstances that could reasonably endanger participants, Partners, staff, the public, or property.
13. Communication Between Customers, Partners, and TREOVANA
Before a booking is Confirmed, questions from Customers to Partners about an activity must be submitted through the communication mechanism provided by TREOVANA.
Before confirmation, personal email addresses, telephone numbers, or WhatsApp numbers of Customers and Partners are not disclosed to one another unless specifically required and permitted by TREOVANA.
TREOVANA may act as an intermediary for the delivery of messages before a booking is confirmed.
After a booking is Confirmed, relevant operational telephone numbers or WhatsApp contact details may be made available to parties responsible for fulfilling the booking for purposes such as coordination, the Meeting Point, check-in, operational changes, or other service-delivery needs.
Contact information obtained through a booking may only be used for the performance or resolution of that booking.
Customers and Partners must not use contact information obtained through TREOVANA to intentionally divert an existing booking, future booking, or repeat booking away from TREOVANA for the purpose of avoiding the platform’s rules, fees, protections, or processes.
A Customer’s email address does not need to be disclosed to the Partner for service delivery unless there is a legitimate need and such disclosure is specifically permitted by the TREOVANA system.
14. Reviews and Customer Content
Eligible Customers may submit ratings and reviews based on activities they have actually completed.
Reviews must be based on genuine experience and must not contain false information, threats, spam, privacy violations, illegal material, or content that infringes the rights of others.
TREOVANA may moderate content in accordance with platform rules, including holding, rejecting, hiding, or otherwise taking action against content where there is a valid basis to do so.
Partners cannot alter a Customer’s rating or the content of a Customer review.
TREOVANA may display a Customer’s name in the format provided by the system or allow the Customer to use an available anonymous display option.
15. Prohibited Use and Action Against Accounts
Customers must not misuse accounts, payment systems, refunds, reviews, vouchers, promotions, APIs, Electronic Tickets, QR codes, security systems, or other TREOVANA features.
Customers must also not:
- commit or attempt fraud;
- create false or manipulative transactions;
- attempt to obtain a refund to which they are not entitled;
- attempt to access data belonging to another Customer, Partner, or account without authorization;
- modify URLs, IDs, tokens, or system requests to obtain unauthorized access;
- interfere with the service or system;
- use unauthorized automation;
- upload malicious software;
- exploit bugs or platform vulnerabilities; or
- use TREOVANA for unlawful activities.
TREOVANA may issue warnings, restrict features, suspend accounts, terminate access, or take other proportionate measures where there are violations, fraud, misuse, or security threats.
Action against an account does not automatically remove rights that the Customer has lawfully acquired from previous transactions.
16. Intellectual Property Rights
The TREOVANA name, trademarks, logos, systems, designs, software, editorial content, documentation, and other materials owned by TREOVANA are protected under applicable law.
Partner content remains subject to the rights of its respective owner.
By providing materials to TREOVANA for publication, the content owner grants TREOVANA the permissions necessary to display, distribute, translate, reformat, and promote those materials in connection with the provision of TREOVANA services, subject to the applicable agreement and law.
Customers do not obtain ownership rights over TREOVANA’s technology, trademarks, or content merely by using the platform.
17. System Disruptions and Circumstances Beyond Reasonable Control
TREOVANA seeks to keep its services available and to process transactions accurately.
However, digital services may experience maintenance, service provider failures, network disruptions, payment-system failures, natural disasters, government restrictions, extreme weather conditions, or other circumstances beyond reasonable control.
TREOVANA will take reasonable steps to restore the service and resolve affected bookings or transactions.
This provision does not remove refund obligations or consumer rights that continue to apply based on the cause and circumstances of the transaction.
18. Limitation of Liability
Any limitation of liability in these Terms applies only to the extent permitted under Indonesian law.
TREOVANA does not limit liability that cannot lawfully be excluded or limited.
For services delivered at the destination, the Partner or Provider is responsible for the actual delivery of activities within its responsibility.
TREOVANA is responsible for its own obligations as the platform operator, including processes under TREOVANA’s control.
Nothing in these Terms is intended to remove rights granted to Customers under consumer protection laws or other applicable laws.
19. Privacy and Personal Data
The processing of personal data is further governed by the TREOVANA Privacy Policy, which is a separate document and an important part of the use of TREOVANA services.
The Privacy Policy explains, among other things, the data collected, purposes of processing, parties that may receive data, retention, security, and Customer rights under applicable law.
Customers are responsible for reviewing the Privacy Policy before using the service or providing personal data to TREOVANA.
Note for Admin entry: once pasted into the Legal editor, the text “TREOVANA Privacy Policy” may be linked to /privacy using the rich-text link tool when available.
20. Changes to These Terms, Support, and Resolution of Issues
TREOVANA may update these Terms to reflect changes in services, operations, security, technology, or law.
Each version has a version number and effective date managed through TREOVANA’s Legal system.
Material changes will be communicated in a reasonable manner where appropriate.
For transactions that have already been created, relevant rights and obligations must not be arbitrarily changed retroactively where such changes would disadvantage the Customer and conflict with applicable law or policy.
The booking terms stored in TREOVANA’s system remain the reference where TREOVANA retains them for the relevant transaction.
If an issue arises in connection with delivery of an activity, Customers are encouraged to first use the available coordination channel with the Partner for operational service issues that can reasonably be resolved directly.
For payment, refund, account, security, dispute, or other issues that cannot be resolved directly, Customers may use TREOVANA’s official support channels.
TREOVANA may act as a mediator where appropriate based on the nature of the issue and the available evidence.
These Terms are governed by the laws of the Republic of Indonesia.
Nothing in these issue-resolution provisions limits the Customer’s right to use consumer protection mechanisms or dispute-resolution procedures available under applicable law.
21. Contact
Questions regarding bookings, payments, refunds, use of the platform, or these Terms may be submitted by email to support@treovana.com or through TREOVANA’s official support channels available on the platform.