Acceptable Use Policy

This Acceptable Use Policy ("Policy") describes activities that are not allowed when using the Trip Zen platform, its APIs, integrations, white-label deployments and related services (the "Service") provided by TripZen DWC-LLC ("Trip Zen", "we" or "us"), and this website. It applies to every Trip Zen customer, its authorized users and anyone else who accesses the Service through a customer's account ("you").

This Policy forms part of the SaaS Licensing Terms and each customer's agreement with Trip Zen. Customers are responsible for making sure their users and contractors comply with it, and for addressing misuse by anyone they allow to access the Service.

The examples in this Policy are not exhaustive. Conduct that is similar in purpose or effect to a prohibited activity may also be treated as a violation.

You must not use the Service to:

• Sell or advertise travel products without the licenses, registrations, accreditations, bonds or insurance required where you operate or sell.
• Sell travel products in breach of sanctions, export controls or consumer protection laws, or to people, organizations or destinations you are legally prohibited from dealing with.
• Sell products you are not authorized to sell under your supplier agreements, or outside the markets, channels or pricing conditions those agreements allow.
• Hide mandatory fees, taxes or material conditions from travelers, or use deceptive pricing, bait-and-switch offers or false claims of scarcity.
• Facilitate human trafficking, the exploitation of children, sex tourism, wildlife trafficking or any other activity that causes serious harm.

You must not use the Service to:

• Create fraudulent, fictitious, speculative or duplicate bookings, including bookings made to hold inventory without a genuine intention to purchase.
• Use stolen or unauthorized payment details, commit chargeback fraud or launder money.
• Manipulate rates, commissions, markups, refunds or cancellation rules to obtain money or benefits you are not entitled to.
• Create or alter booking records, vouchers, invoices or reports to mislead suppliers, travelers, tax authorities or Trip Zen.
• Carry out phishing or identity theft, or collect travelers' personal or payment data under false pretenses.

You must not:

• Misrepresent who supplies a travel product, the terms that apply to it or your relationship with its supplier.
• Present yourself as a supplier, operator, hotel, transport company or other brand you do not represent, or use their trademarks without permission.
• Alter or falsify supplier content, confirmations, vouchers or tickets.
• State or imply that Trip Zen supplies travel products, acts as the seller to your customers or endorses your business, unless your agreement with Trip Zen says so.
• Publish fake reviews, ratings, testimonials or endorsements.

You must not:

• Scrape, crawl or harvest data from the Service or supplier content by automated means other than the APIs and methods Trip Zen provides.
• Exceed or try to get around rate limits, quotas, usage limits or plan restrictions, including by spreading traffic across multiple accounts or API keys.
• Send excessive or unnecessary requests, such as large volumes of availability searches with no genuine booking intent, that degrade performance for suppliers or other customers.
• Cache, store, redistribute or resell supplier content, availability or rates beyond what your agreements and Trip Zen documentation allow.
• Publish, share or sell API keys or credentials, embed them in public code, or let unauthorized parties use them.
• Use the Service or data obtained through it to build, train or benchmark a competing product without Trip Zen's written permission.

You must not:

• Access or attempt to access accounts, data, systems or networks without authorization, including other customers' data.
• Probe, scan, penetration-test or otherwise test the vulnerability of the Service or this website without Trip Zen's prior written permission.
• Bypass or disable authentication, access controls, bot protection, encryption or other security measures.
• Upload, transmit or link to viruses, ransomware, spyware or other malicious code.
• Carry out or facilitate denial-of-service attacks, or otherwise interfere with the integrity or performance of the Service.
• Intercept, monitor or tamper with data or communications that are not intended for you.

You must not:

• Send unsolicited bulk or commercial messages by email, text message, messaging apps or any other channel in breach of anti-spam or marketing laws.
• Send marketing to travelers without any consent the law requires, or ignore opt-out requests.
• Use branded email, voucher or customer-facing features to send misleading, deceptive or phishing messages.
• Harass, threaten, defame or abuse any person, including travelers, suppliers and Trip Zen staff.
• Submit spam, automated or false enquiries through the forms on this website.

You must not:

• Upload, publish or distribute content, such as images, descriptions, logos or reviews, that infringes copyright, trademark, privacy, publicity or other rights.
• Publish content that is unlawful, fraudulent, defamatory, obscene, hateful, violent or discriminatory, or that promotes illegal activity.
• Process personal data through the Service without a lawful basis, or process sensitive personal data unless your agreement with Trip Zen allows it and you comply with the law that applies.
• Configure white-label pages, domains or communications that impersonate another business or are designed to confuse travelers.

You must not:

• Resell, sublicense, rent, lease, time-share or otherwise provide access to the Service to third parties, unless your agreement with Trip Zen expressly permits it, for example under an approved white-label or reseller arrangement.
• Share user accounts or credentials between individuals, or create accounts to exceed the number of users in your plan.
• Get around technical or contractual limits on users, bookings, transactions, travel products, environments or geographic coverage.
• Access the Service after your subscription has been suspended or terminated, or through another customer's account.
• Decompile, reverse engineer or copy the Service, except where the law permits this despite this restriction.

Trip Zen may investigate suspected violations of this Policy. When we find or reasonably suspect a violation, we may take action that is proportionate to its seriousness and to the risk to the Service, suppliers, travelers or others, including:

• Contacting you and asking you to remedy the issue within a set time.
• Removing or disabling specific content, integrations, API keys or features.
• Applying rate limits or other technical restrictions.
• Suspending affected users, accounts or the Service, as described in the SaaS Licensing Terms.
• Terminating your subscription for serious or repeated violations.
• Informing affected suppliers, payment providers or other parties where necessary to prevent harm, and reporting unlawful activity to, or cooperating with, law enforcement and regulators.

Where practical and lawful, we will tell you about the action we take and give you an opportunity to respond. We may act without prior notice when needed to prevent harm, protect the security of the Service or comply with the law.

Trip Zen is not obliged to monitor use of the Service, and choosing not to act in one case does not waive our right to act in another. Fees remain payable during a suspension caused by a violation, and your responsibility for losses caused by a violation is governed by your agreement with Trip Zen.

If you believe someone is using the Trip Zen platform or this website in breach of this Policy, for example through a fraudulent travel offer, misuse of a supplier brand, spam or a security incident, please tell us.

1. 1

   Contact us

   Email [email protected] or use our Contact page. On the contact form, choose the "Other" topic. Report security vulnerabilities through the process on our Security page.

2. 2

   Include the details

   Describe what happened, when and where you saw it, with links, screenshots, booking references or message headers where available. Never send payment card numbers or passwords.

3. 3

   We review your report

   We review reports in good faith and may contact you for more information. To protect everyone involved, we may not be able to share the outcome of an investigation.

If you are a traveler with a question about a booking, please contact the travel business you booked with. Trip Zen provides technology to travel businesses and cannot change or cancel bookings on their behalf.

We may update this Policy to address new risks, services or legal requirements. The "Last updated" date at the top of this page shows the current version, and continued use of the Service after an update takes effect means you accept the updated Policy.