Service Agreement — Partner and the customer
Version 2026-08-29
1. Parties and purpose
This agreement is entered into between Partner ("the provider") and the person making the booking ("the customer"), and governs the water-sports activity booked through Keonda. Keonda is not a party to this agreement: it acts as an intermediary and payment facilitator between the two parties.
2. Price and what is included
The price shown at the time of booking is final and includes the services, equipment and insurance described in the listing. Anything not expressly listed as included — transport, accommodation, photographs, extra material — is not included. Payment is taken at the time of booking and the provider receives it after the activity has been delivered.
3. Meeting point, schedule and equipment
The customer must show up at the stated meeting point at the agreed time. The provider supplies the technical equipment described in the listing and is responsible for it being in good condition. Arriving late may shorten the session without any right to a refund, and the provider may refuse participation for safety reasons where lateness makes safe delivery impossible.
4. Participant requirements
The customer declares that every participant meets the requirements stated on the listing (minimum age, ability to swim, physical condition) and undertakes to inform the provider in advance of any medical condition, injury, medication, pregnancy or allergy relevant to the activity. Participants who are minors require authorisation from a parent or guardian. The provider may refuse participation, without a refund, to anyone who has withheld relevant information or who shows up under the influence of alcohol or drugs.
5. Risks inherent to the activity
The customer acknowledges being informed that water sports involve inherent risks that cannot be entirely eliminated — waves, currents, wind, marine life, contact with the board or with other participants — and accepts those risks voluntarily. The customer undertakes to follow the instructor's instructions at all times. This clause does not exclude the provider's liability for its own negligence, for defective equipment or for failure to comply with safety regulations, nor does it limit any statutory right of the customer as a consumer.
6. Insurance and first aid
The provider holds civil liability insurance covering the activity and has staff trained in first aid and rescue during sessions. This insurance does not replace the customer's own health or accident insurance, which the customer is advised to hold. Any incident must be reported to the provider before leaving the site so that it can be recorded.
7. Cancellations and force majeure
Cancellation by the customer is governed by the deadlines and refund percentages shown on the listing at the time of booking. If the provider judges that the sea or weather doesn't allow the activity to be delivered safely, it may propose new dates through the platform; the customer is free to accept it or keep the cancellation with a full refund, at no cost either way. Deciding whether conditions are safe is the provider's responsibility, without prejudice to Keonda checking the day's weather forecast as part of its verification system.
8. Image rights and personal data
The provider processes the customer's data solely in order to deliver, invoice and give support for the booked activity, and keeps it for the periods required by law. The customer may exercise their rights of access, rectification, erasure, objection and portability by writing to the provider. Photographs or video in which the customer is identifiable will only be published with the customer's separate and specific consent, which may be withdrawn at any time.
9. Rental deposit
Where the listing states it, the customer places a deposit managed by Keonda as security for the rented equipment. The customer and the provider must scan the delivery and return QR codes and, where the listing requires it, complete the equipment's photo record — this is the evidence used in the event of a disagreement. Outside cases of non-return, theft, return more than one hour late, or demonstrable damage from improper use, the deposit is returned to the customer in full. The conditions for using the deposit and the dispute procedure are governed by Keonda's terms.
10. Incidents during the activity
The confirmation code the provider scans when the activity starts proves that the customer and provider actually met. If the activity is never delivered, it must be reported through the Keonda platform within the stated window, with the corresponding geolocation when it is a no-show. The other party has a short window to respond; if they don't, the case goes to Keonda for review instead of automatically being decided in the reporter's favour, and any circumstances that may have prevented a timely reply are taken into account. A false statement about location or presence at the meeting point, or an admission of facts that never happened, can lead to the claim being denied and, where applicable, the account of whoever made it being suspended on Keonda.