LEGAL
Terms and conditions of service
Terms and conditions
Effective Date: May 22, 2025
IMPORTANT! THIS IS A BINDING LEGAL AGREEMENT. PLEASE READ CAREFULLY BEFORE USING THE SERVICE.
This Agreement governs the use of the CaptainBook.io website, platform, and services (collectively the "Service"). By using the Service, you agree to these Terms and Conditions, including updates, policies, and additional terms posted on our website (the "Agreement"). This Agreement is entered into by CaptainBook I.K.E. ("CaptainBook", "we", "our", or "us") and applies to all users, including but not limited to experience Providers, Resellers, and Guests ("you" or "your").
Definitions
Provider – a business that lists experiences on CaptainBook.
Widget – embeddable booking component generated by the platform.
Resource – a boat, guide, vehicle, or other inventory unit whose availability is managed.
Stopper / Critical / Major / Minor Incident – severity categories defined in §24.
Business Day – Monday-Friday, 09:00 – 17:00 EET, excluding Greek public holidays.
Table of Contents
How the Service Works
Subscription Plans, Usage Limits, and Billing
Commission Fees and Payment Handling
Account Use and Obligations
Feature Limits and Fair Use
Support, Training, and Account Management
Software Delivery and Access
Termination and Suspension
Intellectual Property Rights
Data Privacy and Processing (GDPR Compliant)
Metered Billing & Add-Ons
Warranty Disclaimer & Limitation of Liability
Governing Law and Dispute Resolution
Electronic Signatures & Communications
Custom Enterprise Agreements
Contact Information
GTC Scope of Application
Contractual Subject Matter and Scope of Services
Channel Manager / Distribution Tools
Provider’s Rights of Use
Rights to Use the App
Provider Obligations and Responsibilities
Violation of Contractual Obligations
Service Level Agreement (SLA)
Confidentiality / Retention
Amendment of the GTC
Force-Majeur
Final Provisions
1. How the Service Works
CaptainBook.io provides a Software-as-a-Service (SaaS) platform enabling Providers to list and manage bookable experiences. CaptainBook acts solely as an intermediary and limited payment collection agent for the purpose of facilitating reservations and collecting payments on behalf of Providers.
CaptainBook does not own, operate, or manage any experiences, venues, or related services and disclaims all liability related to Provider offerings.
2. Subscription Plans, Usage Limits, and Billing
CaptainBook.io offers three subscription tiers. All subscriptions include a 14-day free trial. After the trial, billing occurs monthly or annually, depending on your selection. see the pricing page for up-to-date information.
Additional Charges:
OTA Integration (Viator, GetYourGuide): €14.99/product/month
Inventory setup fee (optional): €249
Legacy Plans: Customers on legacy plans (prior to May 22, 2025) will continue to be charged a 4% commission on each direct booking unless explicitly migrated to one of the current subscription tiers.
Revenue Enforcement: If your direct booking revenue exceeds the cap of your selected plan, CaptainBook will notify you via platform alerts. Continued excess will trigger automatic upgrade to the appropriate plan tier.
All subscription fees are non-refundable. This includes charges for unused periods, downgrades, or mid-cycle cancellations.
3. Commission Fees and Payment Handling
Direct Bookings: 0% commission across all plans (except legacy as noted)
OTA Bookings:
Starter: 3.5%, Extended: 3%, Ultra: 2.5%
Payment Processing: via Stripe. Stripe fees apply as per Stripe's pricing structure.
Booking Fee Absorption Settings: Each Provider can configure for each widget whether fees are absorbed by the Provider or passed on to the Guest. This setting is customizable per widget.
4. Account Use and Obligations
You agree to:
Be 18 years or older and legally capable of entering into binding agreements
Provide accurate, current, and complete account and business information
Not use the Service for speculative or fraudulent purposes
Not bypass platform fees or feature restrictions
Maintain the confidentiality and security of your login credentials
CaptainBook is not liable for third-party content or services. Bookings are subject to Provider terms. CaptainBook does not guarantee service availability, legality, or quality.
5. Feature Limits and Fair Use
Your access to features—including user accounts, resources, experiences, widgets, SMS messages, waivers, and AI tools—is subject to the limits specified in your active plan. If your usage consistently exceeds limits, CaptainBook reserves the right to:
Offer upgrade recommendations
Apply additional usage fees
Suspend features pending upgrade
6. Support, Training, and Account Management
Starter/Extended: Email and chat support only
Ultra: Priority support includes phone access + dedicated account manager
Training Sessions: Extended: 1 hour | Ultra: 3 hours
7. Software Delivery and Access
Access is granted immediately upon signup
Activation email and onboarding resources will be sent to your registered email address
8. Termination and Suspension
CaptainBook reserves the right to suspend or terminate your access for:
Breach of these Terms
Attempted fraud or abuse
Non-payment or excessive unpaid overages
You may terminate your subscription at any time; however, no refunds will be issued.
9. Intellectual Property Rights
All rights, title, and interest in and to the Service—including software, content, and branding—remain the exclusive property of CaptainBook I.K.E. or its licensors. Use does not grant ownership.
10. Data Privacy and Processing (GDPR Compliant)
CaptainBook processes your personal and business data to deliver Services in accordance with GDPR.
Data may be transferred outside the EEA with adequate safeguards
A Data Processing Addendum (DPA) is available upon request for EU customers
For more, review our Privacy Policy at captainbook.io/legal/privacy-policy
11. Metered Billing & Add-Ons
Add-on usage such as SMS messaging is metered. Overages are billed monthly. SMS rates vary depending on:
Destination country
Local phone carrier fees
Current rates are published in your dashboard and may be updated without prior notice.
12. Warranty Disclaimer & Limitation of Liability
The Service is provided "as is" and "as available." CaptainBook makes no warranties—express or implied—regarding uptime, results, or performance.
To the maximum extent allowed by law, CaptainBook shall not be liable for:
Loss of bookings or revenue
Errors from third-party integrations
Service interruptions or data loss
Your sole remedy is to discontinue use of the Service.
13. Governing Law and Dispute Resolution
Jurisdiction: Naxos, Greece
Governing Law: Greek Law
Disputes shall be resolved via binding arbitration where applicable
Legal claims must be brought within 3 years of arising
14. Electronic Signatures & Communications
By using the platform, you agree to:
Receive all communications electronically
Conduct transactions and sign contracts via digital means
15. Custom Enterprise Agreements
For corporate customers or enterprise partners, CaptainBook may enter into direct agreements that supersede or supplement the terms stated herein. These agreements will be provided in writing and shall be treated as binding appendices to this standard Agreement. By using the platform, you acknowledge and accept that any signed agreement between you and CaptainBook shall be enforceable in conjunction with these terms.
16. Contact Information
For support, legal notices, or data inquiries:
CaptainBook I.K.E.
17. GTC Scope of Application
CaptainBook I.K.E, located in Naxos, Greece, provides a software-as-a-service platform and mobile app ("the Services") for experience providers and distribution partners. These General Terms and Conditions (GTC) are part of all user agreements, including both Providers and Distribution Partners.
The Services are intended solely for business use by entrepreneurs as defined under the Greek Civil Code. Consumer use is not permitted.
Any conflicting terms proposed by a Provider or Distribution Partner are invalid unless expressly accepted in writing by CaptainBook.
18. Contractual Subject Matter and Scope of Services
The contract is formed by mutual agreement, including these GTC, any specific user agreement, and related appendices. It may be formalized via registration on the platform or by a signed agreement.
Services include a white-label cloud booking system (SaaS), API, optional mobile app, and additional features depending on plan level. The system can be embedded on the Provider’s website and customized visually.
Providers receive access credentials for account administration and user role creation within their subscription limits.
Distribution Partners (e.g., LRN or DMOs) may connect and manage multiple Providers within their assigned scope, under a separate agreement.
CaptainBook may modify or enhance its software and infrastructure during the contract period, so long as core functionalities remain available and service usability is not materially degraded.
Use of third-party integrations and tools (e.g., Google Analytics, Zapier, Redeam) is governed by separate agreements directly between the Provider and those service providers.
19. Channel Manager / Distribution Tools
CaptainBook provides tools for distributing products via third-party channels. Any agreement and contractual relationship with those channels remains between the Provider and the external distributor.
Fees for use of the channel manager and third-party tools (where applicable) will be disclosed in the platform or agreed contractually.
CaptainBook only acts as a facilitator for such integrations and disclaims any liability for performance or disputes related to external tools or distributors.
20. Provider’s Rights of Use
Providers receive a limited, non-exclusive, non-transferable, and non-sublicensable right to use the platform and tools for their internal business operations, for the duration of their subscription.
Except where explicitly allowed, Providers may not reverse engineer, resell, reproduce, modify, or transfer the platform or its components.
CaptainBook retains all ownership and intellectual property rights in the platform, brand, and supporting tools.
21. Rights to Use the App
If CaptainBook provides the Provider with access to a mobile app, the Provider is granted a non-exclusive, non-transferable, and time-limited license for internal business use only.
The app may only be installed and used on devices owned or controlled by the Provider or its authorized personnel. Redistribution, modification, or sublicensing is prohibited.
Upon termination of the agreement, the Provider must uninstall and delete all copies of the app.
22. Provider Obligations and Responsibilities
Providers are responsible for maintaining accurate and up-to-date listings, schedules, pricing, and content within their booking environment.
Providers agree to fulfill any booking accepted via the platform and to honor cancellation and refund policies as disclosed.
Providers are solely responsible for customer support and legal compliance regarding their offerings, including consumer rights, tax laws, and local regulations.
Providers agree not to bypass the Service for the purpose of avoiding platform fees, such as completing transactions off-platform.
23. Violation of Contractual Obligations
In the event of a violation of these terms, CaptainBook reserves the right to suspend or limit access to certain features or terminate the Provider’s account.
Providers remain responsible for all due fees and liabilities incurred up to the date of suspension or termination.
24. Service Level Agreement (SLA)
CaptainBook aims for 99% uptime annually (excluding scheduled maintenance). In the event of service disruption:
Stopper incidents (50%+ booking failure): Temporary solution within 4 hours, permanent fix within 24 hours.
Critical issues (10–50% booking failure): Solution within 2 hours, fix within 2 business days.
Major issues (management function impaired): Solution within 24 hours, fix within 5 business days.
Minor issues (display or UX errors): Fix within 15 business days.
Maintenance is typically conducted during off-peak hours and announced in advance.
Severity | Definition | Response Clock | Resolution Target | Credit* |
|---|---|---|---|---|
Stopper | ≥ 50 % booking failures | 24 × 7 | Temp ≤ 4 h; Perm ≤ 24 h | 20 % MRC |
Critical | 10–50 % booking failures | 24 × 7 | Temp ≤ 2 h; Perm ≤ 2 BD | 10 % MRC |
Major | Admin function impaired | Business Hours | Work-around ≤ 24 h; Fix ≤ 5 BD | 5 % MRC |
Minor | Cosmetic / low impact | Business Hours | Next release | – |
Target Uptime: 99 % per calendar month (measured via status page).
*Credits capped at 100 % of Monthly Recurring Charge.
Planned maintenance ≤ 4 h/month (48 h notice) and force-majeure (§27) excluded.
Credit claims filed within 30 days of month-end.
25. Confidentiality / Retention
Each party shall keep all confidential information strictly confidential and not disclose it to any third party without prior written consent, except as legally required or for contractual performance.
Confidential obligations survive the termination of this Agreement.
26. Amendment of the GTC
CaptainBook reserves the right to update these terms with notice. If no objection is raised within 6 weeks of the update, the amended terms will become binding.
27. Force-Majeur
Neither party liable for events beyond control (e.g., disasters, war, pandemic). If > 60 days, either party may terminate with 15-day notice.
28. Final Provisions
If any provision is invalid or unenforceable, the remainder of the Agreement shall remain in effect.
Greek law governs this Agreement. Venue for any disputes shall be Naxos, Greece.
This Agreement supersedes prior terms unless a signed custom agreement is in place, in which case the signed agreement will act as an appendix.
By continuing to use the Service, you confirm your acceptance of these Terms and Conditions.
