Accounts and activities of our Supply Partners may be subject to deactivation or suspension for a range of reasons, each assessed individually by our Quality & Safety team. We aim to ensure a secure and reliable environment for all customers.
What does temporary suspension mean for my activities?
Temporary suspension is an action GetYourGuide takes to maintain the quality of all products listed on GetYourGuide. This measure can be initiated for various reasons, including Trust & Safety concerns, fraud, general quality issues, or high cancellation rates associated with your activities, as specified in Section 14.4 of our Terms and Conditions.
While under suspension, your activities will be unavailable for new bookings. However, most existing bookings may remain valid, and scheduled payouts will typically continue as planned, unless stated otherwise.
What happens during a temporary suspension?
When your activities are temporarily suspended, the following actions will occur:
- No New Bookings: Effective from the suspension date, GetYourGuide will not accept any new bookings for your activities.
- Remnant Active Bookings: Existing bookings may proceed as planned or be subject to specific actions. GetYourGuide reserves the right to cancel these bookings and offer customers either a full refund or alternative services.
- Additional Requests: You may be asked to fulfill specific requirements before your activities can be reinstated.
- Notification: You will receive an email detailing the reasons for the suspension and the subsequent steps. While you have the opportunity to present your case, the final decision is non-negotiable.
What does permanent deactivation mean for my activities?
Permanent deactivation results in the removal of your activities from the GetYourGuide platform and the termination of your agreement with us. This can occur either immediately, in severe cases, or without a specific reason, with a 30-day notice, as outlined in Sections 14.2 and 14.3 of our Terms and Conditions.
What happens after permanent deactivation?
Upon permanent deactivation, the following actions will take place:
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No New Bookings: No new bookings will be accepted for your activities.
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Remnant Active Bookings: Existing bookings may proceed as planned or be subject to specific actions, such as cancellation and refunds to customers.
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Content Removal: All your content and marks will be removed from the GetYourGuide platform.
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Surviving Provisions: As specified in Section 14.5, certain parts of the agreement will continue to be in effect, covering legal obligations, liabilities, and other important aspects.
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Notification: You will receive an email detailing the reasons for the deactivation and the subsequent steps. While you have the opportunity to present your case, the final decision is non-negotiable.
What can I do against a temporary suspension or permanent deactivation?
Yes, you will receive an email notification allowing you to share additional facts. However, GetYourGuide is not bound to execute additional fact finding or reinstate your account.