Code of Conduct

This Code applies to every person who accesses or uses the Velo Platform, including Guests, Tour Guides, and anyone acting on their behalf or accompanying them in connection with a tour. It applies to all interactions that take place through the Velo Platform, as well as to conduct that occurs in person before, during, or after a Tour Service where that conduct relates to your use of the Velo Platform.

Tour Guides are responsible for ensuring that any team members, co-guides, or assistants they involve in delivering a Tour Service also understand and follow this Code.

Treat every member of the VELO community the way you would want to be treated. This means:

• communicating politely and professionally, even when you disagree or when plans do not go as expected;
• respecting each other’s time, including by arriving on time, responding to messages promptly, and giving as much notice as possible if something changes;
• respecting personal boundaries, privacy, and property; and
• being patient and understanding with people from different backgrounds, cultures, and levels of travel experience.

Safety is a shared responsibility between Guests and Tour Guides. You agree to:

• comply with all applicable laws, regulations, permits, and licensing requirements relevant to a Tour Service;
• never participate in a Tour Service while impaired by alcohol or drugs in a way that could endanger yourself or others;
• follow reasonable safety instructions given by a Tour Guide, and disclose any health conditions, accessibility needs, or risks that are relevant to your safe participation;
• refrain from any activity that places another person at unreasonable risk of harm; and
• stop an activity and seek help if you reasonably believe that continuing would be unsafe.

Tour Guides are additionally responsible for designing and delivering tours that are reasonably safe, for carrying any insurance or certifications required by law, and for being prepared to respond appropriately in an emergency.

VELO is for everyone. You must not refuse service to, harass, or otherwise treat any person unfavourably on the basis of race, colour, ethnicity, national origin, ancestry, citizenship, religion, sex, gender identity or expression, sexual orientation, marital or family status, age, disability, or any other characteristic protected by applicable law.

Tour Guides may set reasonable, clearly stated requirements that are necessary for the safe and lawful delivery of a tour (for example, minimum age requirements or fitness levels for a physically demanding activity), provided those requirements are applied consistently and are not used as a pretext for discrimination.

Trust is the foundation of the VELO marketplace. You agree to be truthful and accurate in all of your dealings on the Velo Platform, including by:

• providing accurate identity, account, and contact information;
• for Tour Guides, describing your tours, qualifications, pricing, inclusions, and cancellation policies honestly and completely, and delivering the experience you advertised;
• for Guests, providing accurate booking details such as group size, travel dates, and any special requirements; and
• never impersonating another person or misrepresenting your affiliation with any person or organization.

Reviews and ratings help the community make informed decisions, so they must be genuine. You must not:

• write false, misleading, or retaliatory reviews, or reviews about experiences you did not have;
• offer, solicit, or accept any incentive in exchange for a review, or pressure another user to leave or change a review; or
• use reviews to post content that is discriminatory, harassing, or otherwise prohibited by this Code.

Keep your communications and transactions on the Velo Platform. You agree to:

• use the Velo Platform’s messaging tools respectfully and only for purposes related to listings and Tour Services;
• make and accept all payments for Tour Services exclusively through the Velo Platform, and never arrange, request, or accept off-platform payments, as further described in our Terms of Use; and
• refrain from sending spam, unsolicited marketing, or repeated unwanted contact, and from soliciting personal contact information to move a relationship off the platform.

Handle other people’s personal information with care. You must only use information you obtain through the Velo Platform — such as a Guest’s contact details or a Tour Guide’s location — for the purpose of arranging and delivering the relevant Tour Service. Do not record, photograph, or share images of other Guests, Tour Guides, or third parties without their consent where such consent is required, and never disclose another person’s personal information without authorization. Our handling of your information is described in our Privacy Policy.

Tours take place in real neighbourhoods, cultural sites, and natural environments. You agree to:

• be a considerate visitor by respecting local customs, sacred or culturally sensitive sites, residents, and other businesses;
• follow posted rules at the places you visit and avoid trespassing or unauthorized access;
• avoid causing damage to property, wildlife, or the environment, and dispose of waste responsibly; and
• treat animals humanely and refrain from activities that cause unnecessary harm to wildlife or ecosystems.

The following conduct is strictly prohibited anywhere on or in connection with the Velo Platform, whether directed at a Guest, a Tour Guide, VELO personnel, or any third party:

• harassment, bullying, threats, intimidation, stalking, or hateful, discriminatory, or demeaning language or behaviour;
• violence, or any sexual misconduct, sexual harassment, or unwelcome physical contact;
• any illegal activity, including the sale, possession, or use of illegal drugs or unlawful weapons during a Tour Service;
• fraud, scams, deceptive practices, chargeback abuse, or any attempt to circumvent the Velo Platform’s payment system;
• creating fake or duplicate accounts, manipulating reviews, or evading suspensions or enforcement actions;
• endangering the safety of others, including reckless conduct or ignoring reasonable safety instructions;
• damaging, misusing, or stealing property belonging to another user or third party; and
• using the Velo Platform to facilitate human trafficking, exploitation, the endangerment of minors, or any other serious harm.

The Velo Platform is intended for individuals 18 years of age or older. Where minors lawfully participate in a Tour Service as part of a Guest’s group, they must be accompanied and supervised by a responsible adult at all times. Any conduct that exploits, endangers, or sexualizes a minor is absolutely prohibited and will be reported to the appropriate authorities.

If you experience or witness conduct that violates this Code, please report it. You can contact us using the details in Section 15, or through the reporting and support tools available on the Velo Platform. In an emergency, or where someone’s safety is at immediate risk, contact local emergency services first.

We take all reports seriously and will handle them as confidentially as reasonably possible. Retaliation against anyone who makes a good-faith report or assists with an investigation is itself a violation of this Code.

VELO may take any action it considers appropriate in response to a violation of this Code, in its sole discretion and in accordance with our Terms of Use. Depending on the severity and circumstances, this may include:

1. issuing a warning or requiring corrective action;
2. removing content, listings, reviews, or ratings that violate this Code;
3. limiting, suspending, or permanently terminating access to the Velo Platform or your Account;
4. withholding, reversing, or denying payments or refunds where permitted under the Terms of Use; and
5. reporting conduct to law enforcement or other authorities where appropriate.

VELO is not obligated to take any particular action and the examples above are not exhaustive.

We may update this Code from time to time to reflect changes in our community, services, or legal obligations. When we make material changes, we will provide notice through the Velo Platform or by other reasonable means. Your continued use of the Velo Platform after changes take effect signifies your acceptance of the updated Code.

If you have questions about this Code, or wish to report a concern or violation, please contact us: