Terms of Service

1Acceptance of Terms

By creating an account on Lunavia ("Platform"), you agree to be bound by these Terms of Service ("Terms"), our Privacy Policy, and all applicable Vietnamese laws. If you do not agree to these Terms, you may not use the Platform.

These Terms constitute a legally binding agreement between you (the "User") and Sea You Travel JSC ("Company", "we", "us"), the operator of the Lunavia platform.

2Platform Description

Lunavia is a B2B tour operations management and guide marketplace platform. It enables Tour Operators and Travel Agencies to manage tours, discover qualified Tour Guides, and coordinate tour operations through a structured digital workflow.

Lunavia acts as a platform intermediary — we facilitate connections and provide operational tools, but we are not a party to the contractual relationship between Tour Operators and Tour Guides for specific tour engagements.

3User Accounts & Roles

The Platform supports the following user roles:

Tour Operator (Hybrid)

Licensed tour companies that create and manage tours. Operator accounts manage both in-house guide teams and freelance marketplace guides.

Travel Agency

Agencies that organize tours and require verified guide services through the marketplace.

Tour Guide (Freelance)

Independent tour guides who apply for or are assigned to tours through the marketplace. Guides may also work as in-house contracted guides for specific operators.

You agree to provide accurate, current, and complete information during registration and to maintain your account security. You are responsible for all activity under your account.

4KYC/KYB Verification Requirements

⚠️ Verification is Mandatory

Access to core platform features (marketplace browsing, tour creation, guide applications) requires successful completion of identity verification. Unverified accounts have limited functionality.

By submitting verification documents, you agree that:

All submitted documents are authentic, unaltered, and legally valid
You are the person or authorized representative depicted in the documents
Submitting fraudulent, forged, or stolen documents is a criminal offense and will result in immediate account termination and potential legal action
We reserve the right to re-verify your identity at any time
Verification approval or rejection is at our sole discretion

For details on how verification documents are stored and processed, please refer to our Privacy Policy, Section 3.

5Tour Operator Obligations

As a Tour Operator or Travel Agency, you agree to:

Hold valid business registration and travel licenses as required by Vietnamese law
Provide accurate tour details, including dates, compensation, requirements, and itineraries
Maintain sufficient wallet balance to cover guide compensation for published tours
Respond to guide applications within a reasonable timeframe
Ensure the safety and well-being of guides during tour operations
Not engage in discriminatory hiring practices based on gender, age, ethnicity, or religion
Process guide payments promptly upon tour completion
Report any incidents, emergencies, or safety concerns through the Platform

6Tour Guide Obligations

As a Tour Guide, you agree to:

Provide accurate professional qualifications, language abilities, and experience
Only apply for tours for which you are genuinely qualified and available
Honor accepted assignments — cancelling after acceptance may result in trust score penalties
Arrive at designated meeting points on time and complete tours professionally
Follow the operator's tour itinerary and safety guidelines
Report emergencies immediately using the Platform's SOS feature
Not solicit operators or tourists for off-platform bookings
Maintain professional conduct at all times while representing an operator's brand

7Marketplace Conduct

All users agree to the following marketplace conduct rules:

Do not create duplicate or fake accounts
Do not manipulate trust scores or reviews through fraudulent activity
Do not engage in price collusion, market manipulation, or anti-competitive behavior
Do not harass, threaten, or discriminate against other users
Do not scrape, crawl, or programmatically extract data from the marketplace
Do not circumvent the Platform to avoid paying platform fees
Respect the privacy of other users — do not share contact information obtained through the Platform with unauthorized third parties

Violations may result in trust score penalties, temporary suspension, or permanent account termination.

8Payments & Financial Terms

Subscription Plans

Lunavia offers tiered subscription plans (Free, Starter, Pro, Elite) with different features and platform fee rates. Plan details and pricing are available on our Pricing Page.

Platform Fees

Lunavia charges a platform fee on tour transactions, varying by subscription tier (1.5% – 5%). Fees are deducted automatically from transactions.

Wallet System

All financial transactions occur through the Platform's wallet system. Top-ups and withdrawals are processed by our finance team. The Platform does not integrate directly with third-party payment gateways at this time.

Refunds & Disputes

In the event of a dispute, either party may file a dispute through the Platform. Our administrative team reviews evidence and makes binding decisions. Refund policies depend on cancellation timing and fault determination.

9Trust & Safety

Lunavia implements a comprehensive Trust & Safety framework, including:

Trust Score System — Algorithmic scoring based on verified behavior, reviews, reliability, and platform activity
Verification Badges — Visual indicators of KYC/KYB approval status
Red Flag System — Automated warnings for guides with repeated no-shows or policy violations
Real-Time Monitoring — Operator Command Center for live tour oversight
Emergency Reporting (SOS) — Immediate incident escalation capabilities during active tours
Audit Trail — Complete logging of all tour execution events for accountability

We take all safety reports seriously. Making false safety reports is a serious violation and will result in account penalties.

10Intellectual Property

The Lunavia platform, including its design, code, branding, and content, is the intellectual property of Sea You Travel JSC. You may not reproduce, distribute, or create derivative works of Platform content without our written consent.

Content you upload (tour descriptions, profile information, reviews) remains your property, but you grant us a non-exclusive license to display and use it within the Platform's operations.

11Limitation of Liability

Lunavia is a platform intermediary. To the maximum extent permitted by law:

We are not responsible for the actions, quality of service, or conduct of Tour Operators or Tour Guides outside the Platform
We do not guarantee the outcome of any tour arranged through the Platform
Our total liability shall not exceed the amount of Platform fees paid by you in the preceding 12 months
We are not liable for indirect, incidental, or consequential damages

12Termination

We may suspend or terminate your account if you:

Violate these Terms of Service
Submit fraudulent verification documents
Engage in harassment, discrimination, or unsafe behavior
Accumulate excessive policy violations (tracked through Trust Score)
Attempt to circumvent Platform security or fees

You may also voluntarily terminate your account at any time through your account settings. Upon termination, outstanding financial obligations must be settled.

13Governing Law & Disputes

These Terms are governed by the laws of the Socialist Republic of Vietnam. Any disputes arising from or related to these Terms shall be resolved through negotiation first. If negotiation fails, disputes shall be submitted to the competent courts in Ho Chi Minh City, Vietnam.

14Changes to Terms

We reserve the right to modify these Terms at any time. Material changes will be communicated via email and Platform notifications at least 30 days before taking effect. Continued use of the Platform after changes take effect constitutes acceptance of the revised Terms.