PAYMENTS, CANCELLATIONS, NO-SHOWS & DISPUTES POLICY

Important payment and service arrangement principles

Daittons Destination Support is a platform that connects visitors with Verified Destination Hosts who offer destination support services in their city.

In most cases, hosts listed on Daittons are independent Daittons Partners and not employees of Daittons. This means the actual host service arrangement is usually made between the visitor and the host, even where Daittons has helped facilitate visibility, service requests or matching.

This page explains how payments, cancellations, no-shows and disputes are generally handled on the platform.

1. Payment for host services

In most cases, payment for host services is made directly to the host, unless Daittons expressly states otherwise for a particular service or arrangement.

Visitors and hosts are expected to confirm clearly before support takes place:

• the service being provided
• the price or pricing structure
• the payment method
• whether payment is due before, during or after the service
• whether deposits, waiting time charges or extra charges may apply

Daittons encourages hosts to price within or with reference to Daittons’ fee guidance, but the final host service arrangement is generally concluded directly between the visitor and the host.

2. Daittons Matching fees

Where a visitor uses Daittons Matching, the matching fee payable to Daittons is separate from the fee charged by the host for the actual destination support service.

Unless Daittons expressly states otherwise, paying a Daittons Matching fee does not itself cover the host’s service charges.

3. Daittons fee guidance and host pricing

Daittons provides a fee schedule and pricing guideline for hosts, including starting rates that may differ for Standard Hosts and Elite Hosts.

Hosts remain responsible for discussing and agreeing final pricing with visitors, but they are expected to use Daittons’ fee guidance responsibly and not to price in a way that is misleading, abusive or clearly inconsistent with the platform’s standards without justification.

4. Cancellations by visitors

If a visitor no longer needs the support they requested or booked, they should notify the host as soon as possible.

Where the visitor and host have already agreed on a service and pricing arrangement, the cancellation consequences may depend on factors such as:

• how close to the service time the cancellation happens
• whether the host has already travelled, purchased items, blocked time or incurred costs
• whether the service involved a special arrangement or advance preparation
• whether the visitor had already confirmed a once-off, hourly, daily or package-based arrangement

Daittons encourages visitors and hosts to discuss cancellation expectations clearly before support begins.

5. Cancellations by hosts

Hosts are expected to honour confirmed arrangements and should not cancel without good reason.

If a host must cancel, the host should notify the visitor as soon as possible and should communicate honestly about the reason where appropriate.

Repeated host cancellations, poor reliability or late withdrawal from confirmed arrangements may affect the host’s standing on the platform and may result in reduced visibility, suspension or removal from Daittons.

6. No-shows by visitors

If a visitor fails to appear for a confirmed service without reasonable notice, the host may still be entitled to charge for some or all of the arranged support depending on the circumstances and the arrangement agreed beforehand.

Examples may include:

• airport pickup or station pickup where the host has already travelled to the location
• chauffeur or transport support where time was reserved
• scheduled shopping, accompaniment or assistant support where the host blocked time for the booking
• local verification work already undertaken or prepared for

Visitors should communicate promptly if there are delays, flight changes, cancellations or changes to the plan.

7. No-shows by hosts

If a host fails to show up for confirmed support without reasonable notice or explanation, the visitor should report the matter to Daittons as soon as possible.

No-shows by hosts are treated seriously because they directly affect visitor trust and the credibility of the platform. Daittons may investigate the matter and take action against the host where appropriate.

8. Delays, waiting time and practical changes

Destination support services often involve real-world travel, traffic, timing changes and evolving logistics. Visitors and hosts should communicate clearly if there are delays, schedule changes or practical complications.

Additional charges may apply where this was clearly agreed or reasonably expected, such as:

• extended waiting time at airports or stations
• unplanned additional stops
• late-night changes
• significant route changes
• last-minute add-on support
• urgent same-day adjustments

To avoid disputes, visitors and hosts should discuss these possibilities upfront where relevant.

9. Disputes between visitors and hosts

Because the host service arrangement is usually concluded directly between the visitor and the host, disputes about the service itself, the fee charged, service quality, lateness, no-shows, cancellations or other practical issues may need to be addressed first between the visitor and the host.

However, Daittons may still become involved from a platform oversight, trust and complaint-handling perspective where a complaint affects host conduct, visitor safety, platform integrity or compliance with Daittons’ rules.

10. When Daittons may intervene

Daittons may review complaints, request information or take platform action where issues arise involving matters such as:

• dishonesty or misleading conduct
• serious no-shows or repeated unreliability
• abusive or inappropriate conduct
• safety concerns
• suspected fraud or misconduct
• serious pricing abuse or exploitative behaviour
• misuse of the platform
• disputes that raise broader trust concerns for the Daittons network

Daittons may ask for messages, booking details, proof of payment, screenshots or other relevant information to assess a complaint.

11. Limits of Daittons’ role in disputes

Unless Daittons expressly states otherwise for a specific arrangement, Daittons is generally not the direct provider of the host’s service, not the employer of the host and not automatically a contracting party to the host’s service arrangement with the visitor.

This means Daittons may not always be able to force a refund, reverse a host’s fee decision or guarantee a particular dispute outcome.

However, Daittons may still take action within the platform environment, including warnings, suspension, removal, verification review or other trust-related measures where appropriate.

12. Refunds

Refund entitlement will depend on the nature of the payment and who received it.

If the payment was made directly to the host

Any refund claim will usually need to be addressed primarily with the host, although Daittons may review the complaint from a platform oversight perspective.

If the payment was made directly to Daittons

If Daittons directly charged a fee for a Daittons Matching service or another Daittons-managed service, any refund position relating to that Daittons fee will be determined by Daittons based on the circumstances, the stage reached and the nature of the service already performed.

13. Reporting a problem

If you experience a serious issue involving a host, you should contact Daittons as soon as reasonably possible and provide clear details of the issue, including:

• the host’s name
• the destination involved
• the date of the incident or booking
• the service requested
• what went wrong
• any messages, proof of payment or supporting information available

Prompt reporting helps Daittons assess the matter more effectively.

Final note

Daittons wants destination support to be practical, trustworthy and professionally managed. Clear communication, early confirmation of pricing and fast reporting of problems all help protect both visitors and hosts and strengthen the platform as it grows.