Applicability of the Terms & Conditions
Any use of our website and/or services, as a website visitor, a guest, a guide, a host, or a service provider, constitutes an agreement to all terms and conditions and warrants that users understand, agree to and accept all terms and conditions contained here.
Service providers as well as guests using services by Vines & Pearls are in compliance with the below-stated Code of Conduct, as part of these Terms & Conditions.
Definitions
In the present Terms & Conditions, these terms are used and defined as follows:
Suppliers:
Guides, hosts, and service providers that offer their services on Vines & Pearls are the suppliers of Vines & Pearls offerings. Vines & Pearls guides, hosts, and service providers are defined as suppliers when they receive bookings from Vines & Pearls customers.
Guests:
Guests are the customers of Vines & Pearls that book and/or use services provided by our suppliers.
Legal entity
Vines & Pearls is a private company registered in Vilnius Lithuania.
Reservations (for Guests)
All reservations made via Vines & Pearls (on website, via email or other communication channels such as social media) are automatically transferred to suppliers depending on their availability. Vines & Pearls is obliged to convey the request to the related suppliers in 24 hours, if the request takes more than 24 hours Vines & Pearls is not liable for delays caused by the suppliers provided that said delays will be notified to the guests in the earliest convenience.
The reservations on Vines & Pearls are automatically confirmed at the time and date chosen for the requested experience or services. This does not prevent Vines & Pearls from requesting a change of time or date.
On Request, bookings are subject to confirmation based on the availability of the suppliers. Guests are committing to their payment, and Vines & Pearls guarantees that the reservation will be either confirmed or denied within 48 hours.
A reservation is only valid when confirmed by Vines & Pearls via e-mail.
Guests are made aware of Vines & Pearls’ cancellation policy.
Reservations (for Suppliers)
All reservations made by guests via Vines & Pearls engage the suppliers to provide the service booked.
Suppliers understand that cancellations and transfers have a negative impact on guests’ satisfaction and might affect the business relationship.
Suppliers are committed to delivering the services themselves and cannot pass their duties to third parties that are not known to Vines & Pearls unless there is explicit written consent from Vines & Pearls.
Suppliers are committed to quality standards and delivering the services as communicated to the guests on Vines & Pearls website and distribution channels.
In case there are complaints regarding the quality of the services received, the refunds and compensation for the guests have shared responsibility between Vines & Pearls and our suppliers, provided that the level of liability which can be imposed on the supplier does not amount to intent or gross negligence.
Suppliers are made aware of Vines & Pearls cancellation policy.
Payments
When making a reservation, guests have to pay the full amount in advance. Guests pay Vines &Pearls the full amount stated on the website which is paid to the related supplier within 72 hours after the reserved event has taken place in a satisfactory manner, while deducting the Vines & Pearls fee.
By accepting these Terms & Conditions, the supplier enters into an agreement with Vines & Pearls determining that Vines & Pearls is authorized to negotiate or conclude the sale of the services provided by the supplier on behalf of the supplier.
Applicable taxes
Suppliers invoice Vines & Pearls for the services Vines & Pearls purchases from suppliers on behalf of the guests.
It’s a supplier’s sole responsibility to determine which taxes are applicable and required to comply with the applicable local tax law and pay any corresponding taxes. Suppliers undertake and agree that they will pay such taxes in time and in compliance with the applicable local tax law.
Proprietary Material
Vines & Pearls content may not be used or copied without explicit authorization from Vines & Pearls. All text, graphics, editorial content, data, formatting, graphs, designs, HTML, look and feel, photographs, music, sounds, images, software, videos, designs, typefaces and other content (collectively “Proprietary Material”) on this website is owned by Vines & Pearls, or is used with the owner’s permission. This Proprietary Material is protected in all forms, media and technologies. Users may not copy, download, use, redesign, reconfigure, or retransmit anything from this website without Vines & Pearls’ prior written permission.
Warranties
Vines & Pearls does not warrant that this website and/or our services will be uninterrupted or error-free. It may correct, modify, amend, enhance, improve and make any other changes to the website and services at any time or discontinue displaying or providing any content or features without a notice to any user. Vines & Pearls will not be responsible for any kind of inconveniences, technical errors or missing contents on the website as long as these conditions do not objectively affect the provision of services to the clients and the clients do not suffer from any material damages.
Disclaimer
We do our very best to make sure all the information we provide you is 100% correct. However, as we are human beings too, errors are made. We hereby disclaim all warranties and conditions with regard to the use of our website and/or services, including, but not limited to the availability, reliability, or quality of our website and services, the events distributed through us, including the nature and quality of the events, and is not and shall not be responsible for any error, fault or mistake of any and all content and information received through our suppliers, guests or partners on our website. While we endorse the quality of the services provided to you by our agency, we do not in any way commercially endorse or promote any item or product that might be mentioned in any content available on our website; including videos and/or photos (this does not include the products which are promoted by Vines & Pearls exclusively on its website).
Liability
Vines & Pearls’ responsibility is limited to facilitating the availability of our website, application and services. All liability and responsibility from any potential damages during the physical provision of the said services by the suppliers and/or third parties rests solely on the suppliers providing the related services. Vines & Pearls’ liability for damages, in any case, shall be limited to the amount paid by guests.
Except as provided herein, in no event shall Vines & Pearls be liable for any indirect, special, incidental or consequential damages of any kind, whether in an action of negligence or other tortuous actions resulting from or arising out of participation in any of the events hosted by the suppliers, unless there is a direct causal link between the damages and gross negligence or intent on the side of Vines & Pearls.
Code of Conduct for Vines & Pearls Suppliers:
Suppliers working with Vines & Pearls are expected to adhere to and respect the Code of Conduct for Vines & Pearls suppliers. This Code of Conduct contains quality standards as well as basic requirements for providing services to the guests of Vines & Pearls.
I. Quality Standards
- Expertise: knowing your topics in-depth, extra research and preparation work can make a world of difference.
- Customer service: be attentive to your guests and be fully present during the experience. Pay attention to your guests’ needs: specific groups (elderly, children, persons with disabilities) may need special care.
II. Basic requirements
Professional behavior
- Being available and reachable by both the guests and the office, in particular for any urgent or time-sensitive issue, and around the time of a booking.
- Having an appropriate and professional presentation and outfit, respecting hygiene standards.
- Communicating with guests and Vines & Pearls in a polite and respectful manner.
- Respecting the commitment that is a booking. Unforeseen situations can of course happen, but being late, canceling, or not showing up to a booking without informing your guests and without a valid reason is not acceptable. In this case, the related supplier should be directly liable for any direct and indirect damages and claims suffered by Vines & Pearls.
- Avoiding any inappropriate behavior such as smoking during a tour.
Brand loyalty
Vines & Pearls’ suppliers represent the Vines & Pearls brand and are therefore expected to respect the following limitations:
- Vines & Pearls bookings should always be private. Unless specifically stated otherwise, or requested by Vines & Pearls with the agreement of all parties, groups from different bookings cannot be mixed, and no other participants but the guests are allowed to join.
- Experiences must always be led by the suppliers of the booking, suppliers should never send another person to fill in for a booking.
- Suppliers must refrain from expressing negative feelings about Vines & Pearls, or complaining about the company or any of its parties in front of the guests or on public platforms. All complaints and feedback should be addressed directly to the Vines & Pearls team.
- Remain impartial and keep a service mind and a calm temper when interacting with guests.
- Suppliers should not discuss remuneration with guests. The suppliers should refrain from requiring any other paid services as part of their performance to your guests. Any other sales or optional services must be solely based on the guests’ choice and must be offered with Vines & Pearls express consent. The suppliers will not ask for any payments or extra performances from guests on behalf of Vines & Pearls under no condition.
Safety
Suppliers commit to maintaining high standards of safety and security when providing a service to guests. The following standards apply:
- Suppliers should always avoid unsafe situations and assess tour activities for potential hazards or critical points.
- Informing guests of relevant safety procedures when necessary, keeping the relevant emergency numbers and being aware of the closest medical facilities is a must.
- Suppliers must never be intoxicated on a tour/experience. Drinking alcohol is forbidden if wine or beer tastings are not included in the tour for guests.
In addition, hosts commit to never purchasing an alcoholic drink for a minor. - Possession or use of illegal drugs on tour is prohibited.
- Emotional or intimate involvement with any guest – whether real or perceived, and as assessed by Vines & Pearls in its sole discretion, will lead to the instant termination of our services.
- Vines & Pearls suppliers are in a position of trust and are expected to act accordingly at all times while interacting with our guests.
- Suppliers should never enter guests’ hotel rooms to avoid any possible misunderstandings or misinterpretations.
Code of Conduct for Vines & Pearls’ Guests
- Respect the professionalism of their service providers
- To not behave in an offensive, aggressive, threatening, harassing, racist, or xenophobic nature, or with sexual connotations, inciting violence, discrimination or hatred towards their service providers and surrounding people
- To not to try to bypass the online booking system of the Platform and arrange a tour without booking it directly via Vines & Pearls
- To respect local customs and rules & regulations provided by Vines & Pearls, suppliers or/and third parties
