Guide Fulfillment Policy Agreement

Platform Name: Kalotrip Registration Platform

Operator: Kalotrip (the “Platform”)

Legal Entity: 1001 STORYS PTE. LTD.

1. Purpose and Scope

Welcome to Kalotrip.

This Kalotrip Guide Fulfillment Policy Agreement (the “Agreement”) applies to all guides, driver-guides, local experience providers, and other service providers who have registered with and been approved by Kalotrip and who accept bookings, service requests, or other assignments through the Platform (collectively, “Guides” or “you”).

This Agreement sets out the service standards, fulfillment obligations, cancellation and modification rules, payment requirements, safety responsibilities, complaint-handling procedures, and consequences of non-compliance applicable to Guides.

By accepting a booking, confirming a service request, or commencing any service through Kalotrip, you acknowledge that you have read, understood, and agreed to comply with this Agreement.

This Agreement forms part of the Kalotrip Terms of Service and other applicable Platform policies. If there is any inconsistency between this Agreement and specific terms applicable to a particular booking or service, the more specific terms shall prevail, unless otherwise required by applicable law.

2. Definitions

For the purposes of this Agreement:

2.1 Platform

“Platform” means the Kalotrip website, applications, administrative systems, and any other related online services provided by Kalotrip.

2.2 Guide

“Guide” means any individual, sole proprietor, business, or other lawful service provider who has registered with and been approved by Kalotrip to provide services to Travelers.

2.3 Traveler

“Traveler” means a user who books, purchases, requests, or receives Guide services through Kalotrip, including any accompanying persons included in the relevant booking.

2.4 Booking

“Booking” means a Guide service reservation submitted through Kalotrip and confirmed by the relevant parties, including the agreed service date, time, location, number of Travelers, service content, duration, price, and any special requirements.

2.5 Fulfillment

“Fulfillment” means the Guide’s performance of the agreed services at the agreed time and location and in accordance with the terms of the Booking and applicable Platform rules.

3. Acceptance and Confirmation of Bookings

3.1 Review Before Accepting a Booking

Before accepting a Booking, the Guide must confirm that:

• the Guide is available on the requested date and time;
• the service location falls within the Guide’s service area;
• the number of Travelers is within the Guide’s service capacity;
• the Guide can provide the required language service;
• the itinerary or requested service is reasonably practicable;
• there are no known visa, documentation, transportation, weather, regulatory, or other issues that would materially prevent performance; and
• the Guide possesses any license, qualification, permit, or authorization required by applicable law.

3.2 Acceptance Constitutes a Commitment to Perform

Once a Guide accepts a Booking, the Guide is expected to fulfill the Booking in accordance with its agreed terms.

Except where agreed by the Traveler and Kalotrip, or where cancellation is caused by force majeure or another reasonable and unavoidable circumstance, the Guide must not arbitrarily cancel, refuse to perform, or materially change the agreed service.

3.3 No Conflicting Bookings

A Guide must not accept another booking, engagement, or work arrangement that materially conflicts with an existing confirmed Booking.

If a conflicting commitment results in late arrival, early departure, failure to perform, or reduced service quality, the Guide may be considered responsible for a fulfillment failure.

4. Pre-Service Confirmation Obligations

The Guide must make reasonable preparations before the scheduled service.

Depending on the Booking, this may include:

1. confirming the number of Travelers;
2. confirming the meeting time and location;
3. confirming the Traveler’s contact information;
4. reviewing the planned route or service content;
5. understanding reasonable special requirements communicated by the Traveler;
6. reminding Travelers of any required identification documents, tickets, clothing, or other necessary items;
7. checking relevant weather, traffic, attraction opening status, or local conditions; and
8. notifying the Traveler and Kalotrip promptly if the original itinerary is likely to become impracticable.

A Guide must not knowingly fail to disclose a material issue that may significantly affect performance of the Booking.

5. Punctuality and Communication

5.1 Timely Arrival

The Guide must arrive at the agreed meeting location by the agreed time and should allow a reasonable margin for local traffic or other foreseeable delays.

5.2 Expected Delay

If the Guide expects to arrive late due to traffic, weather, an emergency, or another reason, the Guide must promptly:

1. contact the Traveler;
2. provide an estimated arrival time;
3. notify Kalotrip where reasonably practicable; and
4. make reasonable efforts to minimize disruption to the Traveler’s itinerary.

5.3 Traveler Cannot Be Reached

If the Guide arrives at the agreed location on time but cannot contact the Traveler, the Guide must make reasonable attempts to contact the Traveler through approved communication channels and retain relevant communication records.

The Guide must not immediately treat the Traveler as a no-show and leave without completing the reasonable waiting and contact procedures applicable to the Booking.

Applicable waiting periods and no-show arrangements will be governed by the Booking terms and Kalotrip’s cancellation and refund policies.

6. Service Fulfillment Standards

6.1 Performance in Accordance with the Booking

The Guide must provide services in accordance with the agreed:

• date;
• start time;
• duration;
• service location;
• service language;
• service content; and
• other special requirements.

6.2 Professional Conduct

The Guide must communicate and interact with Travelers in a professional, courteous, friendly, and respectful manner.

The Guide must not engage in harassment, intimidation, discrimination, threats, insults, abusive behavior, or other materially inappropriate conduct.

6.3 No Unauthorized Reduction of Service Time

Except where requested by the Traveler, required for safety reasons, caused by force majeure, or otherwise mutually agreed, the Guide must not arrive materially late, leave early, or otherwise shorten the agreed service duration without proper cause.

6.4 No Unauthorized Material Changes

The Guide must not cancel, replace, or materially change the core elements of the agreed service without the Traveler’s consent.

Where a change is reasonably necessary because of weather, traffic restrictions, attraction closures, safety risks, or other objective circumstances, the Guide must explain the reason and, where reasonably possible, provide a suitable alternative.

7. No Unauthorized Price Increases or Additional Charges

Unless clearly disclosed in the Booking or expressly agreed by the Traveler in advance, the Guide must not:

1. increase the agreed service price at the last minute;
2. require additional service charges;
3. require mandatory tips or gratuities;
4. impose undisclosed transportation, ticket, meal, or other charges; or
5. threaten to stop providing services unless the Traveler pays additional amounts.

If reasonable additional expenses arise during the trip that were not included in the original Booking, the Guide must disclose the nature and amount of such expenses to the Traveler and obtain the Traveler’s agreement before incurring them whenever reasonably practicable.

8. Shopping, Additional Spending, and Commissions

Guides must not force, deceive, threaten, or otherwise improperly pressure Travelers into shopping, purchasing optional activities, or making additional purchases.

Where shopping, dining, activities, or other paid experiences form part of the Booking, they must be provided in accordance with the information disclosed in the Booking.

Without the Traveler’s express consent, a Guide must not:

1. force a Traveler to enter a particular shop or business;
2. reduce service quality because a Traveler refuses to make a purchase;
3. threaten to stop or disrupt the service because a Traveler refuses to purchase something;
4. intentionally mislead a Traveler regarding a recommendation in order to obtain undisclosed material financial benefits; or
5. collude with a merchant to misrepresent prices, services, or products.

Any restaurant, merchant, attraction, or experience recommendation must be based on truthful and reasonable information and must not be fraudulent or materially misleading.

9. No Off-Platform Circumvention

For Travelers, Bookings, or business opportunities obtained through Kalotrip, Guides must not intentionally circumvent Kalotrip’s payment systems, policies, protections, or commercial arrangements.

Unless expressly permitted by Kalotrip, a Guide must not:

1. ask a Traveler to cancel a Kalotrip Booking and transact privately;
2. direct a Traveler to make payment outside Kalotrip in order to bypass the Platform;
3. privately collect fees that are required to be processed through Kalotrip;
4. use false cancellations, false refunds, or similar methods to evade Platform rules; or
5. collude with a Traveler to create false Bookings, reviews, refunds, or transaction records.

Ordinary social communication, voluntary gratuities, or legitimate offline expenses expressly permitted by Kalotrip will not automatically constitute a violation, provided they are not used to circumvent the Platform’s transaction mechanisms.

10. No Unauthorized Guide Substitution

A Booking accepted by a Guide should generally be fulfilled personally by that Guide.

Without the prior approval of Kalotrip and, where applicable, the Traveler, the Guide must not:

• transfer the Booking to another Guide;
• arrange for a friend, relative, colleague, or third party to perform the service; or
• use a person whose identity or qualifications materially differ from the Guide profile shown to the Traveler.

If illness, accident, emergency, or another reasonable circumstance prevents the Guide from personally performing the service, the Guide must notify Kalotrip promptly.

Any substitute Guide must be approved by Kalotrip and, where appropriate, accepted by the Traveler before providing services.

11. Guide Cancellations

11.1 Cancellation by the Guide

Once a Booking has been confirmed, the Guide must make reasonable efforts to perform the service.

If cancellation becomes necessary, the Guide must notify Kalotrip as soon as possible and provide an accurate explanation.

A Guide must not cancel an existing confirmed Booking merely to accept a higher-paying Booking, another private engagement, or a conflicting personal arrangement.

11.2 Emergencies

If the Guide is unable to perform because of any of the following circumstances, the Guide must notify Kalotrip promptly and, where reasonably requested, provide supporting information:

• sudden illness or injury;
• a serious emergency involving an immediate family member;
• major transportation disruption;
• natural disaster;
• government restrictions;
• war, civil unrest, or major public safety events; or
• other serious circumstances beyond the Guide’s reasonable control.

11.3 Frequent Cancellations

Where a Guide repeatedly cancels confirmed Bookings without reasonable cause, or where cancellations materially affect Travelers or Platform operations, Kalotrip may:

• reduce booking priority;
• restrict or suspend the Guide’s ability to accept new Bookings;
• require the Guide to undergo further review; or
• terminate the Guide’s relationship with Kalotrip.

12. Traveler Cancellations and Booking Modifications

Where a Traveler requests cancellation, rescheduling, an increase in party size, an extension of service duration, a change of service location, or a material itinerary modification, the Guide must process the request through Kalotrip or another communication method approved by the Platform.

Any change affecting the Booking price, refund amount, Guide payout, or cancellation fee will be governed by the cancellation policy, refund policy, and other Platform rules applicable to that Booking.

A Guide must not independently promise refunds, compensation, or additional charges that materially conflict with Platform rules.

13. Extensions of Service

If a Traveler requests additional service time, the Guide may decide whether to accept the extension based on availability.

Any additional fee should be clearly communicated and agreed before the extended service begins and processed in accordance with applicable Kalotrip procedures.

A Guide is not required to provide material additional service beyond the agreed Booking without compensation, but must not intentionally delay the original itinerary for the purpose of generating additional charges.

14. Traveler Safety and Emergencies

Guides must take reasonable care for Traveler safety within the scope of the services they provide.

A Guide must not:

1. knowingly take Travelers into an area presenting an obvious and unreasonable danger;
2. encourage Travelers to engage in clearly illegal or dangerous conduct;
3. provide regulated or high-risk activities without the qualifications or authorization required by law; or
4. intentionally conceal a material safety risk known to the Guide.

If an accident, injury, missing person incident, major dispute, or other emergency occurs, the Guide must, as appropriate:

1. prioritize personal safety;
2. contact local police, emergency medical services, fire departments, or other appropriate authorities where necessary;
3. notify Kalotrip as soon as reasonably practicable;
4. preserve relevant information and communication records where appropriate; and
5. cooperate with subsequent investigations or insurance claims.

In an emergency, protection of life and personal safety takes priority over completion of the original itinerary.

15. Alcohol, Drugs, and Serious Misconduct

While providing services, a Guide must not:

1. consume alcohol to an extent that affects the Guide’s ability to perform the service safely and professionally;
2. use or possess illegal drugs or prohibited substances;
3. provide services while intoxicated, impaired by drugs, or otherwise clearly unfit to work; or
4. engage in sexual harassment, violence, threats, or other serious misconduct toward Travelers.

Kalotrip may immediately suspend or terminate a Guide’s eligibility in the event of serious misconduct and may take further action where appropriate.

16. Legal Qualifications and Local Regulations

Each Guide is responsible for ensuring that the services they provide comply with applicable laws and regulations in the jurisdiction where the services are performed.

Where local law requires a Guide license, driver’s license, commercial permit, business registration, insurance policy, or other authorization, the Guide must obtain and maintain such qualification in valid status.

Where driving services are provided, the Guide must also ensure that:

• the Guide holds a valid and appropriate driving license;
• the vehicle is lawfully permitted for the intended use;
• the vehicle is maintained in a reasonably safe condition; and
• all legally required insurance coverage is maintained.

Kalotrip may require the Guide to submit relevant documentation and may periodically re-verify such documentation.

17. Protection of Traveler Personal Information

Personal information obtained during the fulfillment of a Booking, including a Traveler’s name, phone number, hotel address, itinerary, passport or identification information, photographs, and other personal data, may only be used to the extent necessary to perform the relevant Booking or provide related services.

Without the Traveler’s consent or another lawful basis, a Guide must not:

1. sell or disclose Traveler information to unrelated third parties;
2. use Traveler information for unrelated commercial marketing;
3. publicly disclose private Traveler information on social media;
4. use Traveler photographs for commercial promotion; or
5. use Traveler contact information for harassment or unrelated purposes.

After completion of the Booking, sensitive Traveler information should not be retained longer than reasonably necessary, except where retention is required by law, necessary for dispute resolution, or otherwise supported by a legitimate business purpose.

18. Photographs and Social Media

Without the Traveler’s consent, a Guide must not publish photographs, videos, recordings, or other content that identifies the Traveler on:

• Instagram;
• Facebook;
• TikTok;
• YouTube;
• Xiaohongshu;
• WeChat Moments;
• personal websites; or
• any other public social media or marketing channel.

Where a Traveler expressly agrees to photography or publication, the Guide must respect the scope of the Traveler’s authorization.

19. Completion of Service and Fulfillment Evidence

After completing a Booking, the Guide must confirm completion in accordance with Platform procedures.

If a dispute arises, Kalotrip may request reasonable evidence of fulfillment, including:

• communications with the Traveler;
• records showing arrival at the meeting location;
• itinerary communications;
• service time records;
• photographs lawfully obtained;
• transportation or ticket receipts; or
• other information reasonably demonstrating performance.

The Guide must not falsify, alter, fabricate, or intentionally conceal material fulfillment evidence.

20. Complaints and Dispute Handling

Where a Traveler submits a complaint regarding a Guide’s services, Kalotrip may investigate the Booking and its fulfillment.

The Guide must reasonably cooperate with the investigation and provide requested explanations and supporting evidence.

Kalotrip may consider:

• the Booking details;
• communications between the parties;
• service duration;
• fulfillment evidence;
• the Traveler’s complaint;
• the Guide’s explanation;
• third-party evidence; and
• Platform records.

Where Kalotrip reasonably determines that there has been a failure to provide services, material delay, unauthorized cancellation, material deviation from the Booking, unauthorized price increase, forced spending, unauthorized Guide substitution, or another fulfillment issue, Kalotrip may take reasonable remedial action.

Such measures may include:

• providing the Traveler with a full or partial refund;
• adjusting the amount payable to the Guide;
• requiring the Guide to bear reasonable losses for which the Guide is legally responsible;
• issuing a warning;
• reducing account or profile visibility;
• restricting or suspending the ability to accept Bookings;
• requiring additional training or review;
• suspending the Guide’s account; or
• terminating the Guide’s relationship with Kalotrip.

Any determination will take into account the nature and seriousness of the issue, actual losses, the Guide’s fulfillment history, and applicable law.

21. Guide Payments and Settlement

The amount payable to the Guide, Platform fees, settlement periods, payment methods, and applicable taxes will be governed by the relevant Booking details, Guide dashboard, settlement rules, or separate agreements between the parties.

Where a Booking is subject to a refund, complaint, fulfillment dispute, or suspected fraud, Kalotrip may, to the extent permitted by applicable law and Platform rules, temporarily withhold settlement of the relevant amount until the necessary investigation has been completed.

Where only part of the agreed service has been performed, payment may be reasonably adjusted based on the actual level of fulfillment.

Guides are responsible for any personal income tax, business tax, or other tax obligations imposed on their service income, except where Kalotrip is legally required to withhold or remit such taxes.

22. Material Breaches

The following conduct may constitute a material breach of this Agreement:

1. failure to appear for a Booking without reasonable cause;
2. repeated last-minute cancellations without reasonable cause;
3. submission of false identity documents or professional qualifications;
4. unauthorized substitution of another person to perform the service;
5. forced shopping or forced spending;
6. fraud or intentional misrepresentation;
7. unauthorized price increases or abusive additional charges;
8. fraudulent transactions intended to obtain money from the Platform, Travelers, or third parties;
9. serious harassment, threats, violence, or discrimination;
10. providing services while materially impaired by alcohol or drugs;
11. intentionally endangering Traveler safety;
12. serious violations of Traveler privacy;
13. fraudulent circumvention of the Platform;
14. falsification of fulfillment evidence; or
15. any other serious illegal conduct or material harm to the rights and interests of Travelers or Kalotrip.

In the event of a material breach, Kalotrip may immediately suspend the Guide’s account, revoke Guide eligibility, terminate cooperation, and reserve the right to pursue any remedies available under applicable law.

23. Force Majeure

Where a Booking cannot be performed as originally planned because of an earthquake, flood, typhoon, extreme weather, fire, war, terrorist activity, civil unrest, epidemic, government action, major transportation disruption, emergency attraction closure, or another event that could not reasonably have been foreseen, avoided, or overcome, the parties should communicate promptly and make reasonable efforts to minimize losses.

Depending on the circumstances, Kalotrip may coordinate:

• rescheduling;
• itinerary changes;
• substitute arrangements;
• partial refunds;
• cancellation of the Booking; or
• other reasonable solutions.

A party relying on force majeure or another serious emergency should notify the relevant parties as soon as reasonably practicable and provide reasonable supporting information if requested by Kalotrip.

24. Platform Policies and Other Agreements

In addition to this Agreement, Guides must comply with all applicable Kalotrip policies and agreements, including:

• Terms of Service;
• Privacy Policy;
• Cancellation and Refund Policy;
• Pricing and Settlement Rules;
• Guide Code of Conduct;
• Safety Policies; and
• other service-specific rules published by Kalotrip.

Where different policies conflict, the more specific rule applicable to the relevant matter shall generally prevail, unless otherwise required by applicable law.

25. Amendments to This Agreement

Kalotrip may amend this Agreement from time to time in response to changes in laws and regulations, business development, service models, operational requirements, or risk-management needs.

The updated Agreement will be published through the Platform.

Where an amendment materially affects Guides’ rights or obligations, Kalotrip will provide reasonable notice through a website notice, in-platform notification, email, or another appropriate method.

By continuing to accept new Bookings or use the relevant services after the updated Agreement becomes effective, you agree to be bound by the updated Agreement, except where otherwise required by applicable law.

26. Governing Law and Dispute Resolution

The formation, validity, interpretation, performance, and dispute resolution of this Agreement shall be governed by the laws of [Insert Jurisdiction].

Any dispute arising out of or in connection with this Agreement should first be resolved through good-faith consultation between the parties.

If the dispute cannot be resolved through consultation, either party may submit the dispute to [Insert Competent Court or Arbitration Institution] for resolution.

27. Contact Us

If you have any questions regarding this Agreement, Booking fulfillment, complaints, or Platform policies, please contact us at:

Brand / Operator: Kalotrip
Legal Entity: 1001 STORYS PTE. LTD.
Email: official@kalotrip.com
Address: 6 SHENTON WAY #37-03 OUE DOWNTOWN SINGAPORE (068809)