General Terms & Conditions

Applicability of the General Terms and Conditions
Any use of our website and/or services, whether as a website visitor, guest, or host, constitutes an agreement with all terms and ensures that users understand, agree with, and accept all conditions outlined herein.

Hosts on the platform and guests utilizing the platform adhere to the Sjjerpa Code of Conduct, which is an integral part of these General Terms and Conditions.

Terms and Definitions
In these General Terms and Conditions, the following terms are used and defined as follows:

HOSTS: Hosts are providers of Sjjerpa offerings. Sjjerpa hosts are defined as such when their profile appears online on the platform, and they can receive bookings through Sjjerpa.

GUESTS: Guests are customers of Sjjerpa using the platform to make a reservation or communicate with local hosts.

Legal Entity Sjjerpa is a private sole proprietorship registered in the Netherlands, with offices located in Rotterdam, the Netherlands. It is registered with the Chamber of Commerce in Eindhoven under number 90221613.

Reservations (for Guests) All reservations made through Sjjerpa (on the website or app) are automatically transferred to the requested host.

Direct Confirmation means that the reservation is automatically confirmed for the chosen time and date with the requested host. This does not prevent Sjjerpa from requesting a change of host, time, or date.

On Request Reservations are subject to the host's confirmation based on their availability or that of the activity or tickets, if relevant. Guests commit to their payment, and Sjjerpa guarantees that the reservation will be confirmed or rejected within 48 hours.

A reservation is only valid when confirmed by Sjjerpa via email.

Guests making a reservation with Sjjerpa understand our cancellation policy.

Reservations (for Hosts) All reservations made by guests through Sjjerpa obligate hosts to provide the booked service. Hosts understand that cancellations and changes negatively impact guest satisfaction and will affect their performance on the platform. Sjjerpa hosts are informed of the cancellation policy.

Guarantees Sjjerpa does not guarantee that this website and/or our services will be uninterrupted or error-free. We reserve the right to make corrections, changes, additions, improvements, and other modifications to the website and services or cease the display or provision of content or features without notice to a user.

Disclaimer We strive to ensure that all information we provide is 100% accurate. However, as we are also human, mistakes happen. Hereby, we disclaim all warranties and conditions regarding 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 offered through us, including the nature and quality of the events, and we are not responsible and will not be responsible for any error, deficiency, or mistake in all content and information received through our users, including by hosts or travelers. We do not endorse any entity, product, or service mentioned in any user-generated content available on our website.

Liability Sjjerpa's responsibility is limited to facilitating the availability of our website, application, and services. Participation in any of the events organized by hosts is at your own risk. Sjjerpa's liability for damages will be limited to the amount paid by guests. Except as stated herein, Sjjerpa shall in no event be liable for any indirect, special, incidental, or consequential damages of any kind, whether in an action of negligence or other torts arising out of or in connection with participation in any of the events organized by hosts.

Issues and Complaints We will assist you in case of problems or complaints where possible. In case of a complaint about, or issue with the platform, the app, or services, please contact Sjjerpa to resolve the problem. In case of a complaint about an event, you agree to contact Sjjerpa within 1 day of the complaint arising and agree to cooperate openly with Sjjerpa and assist Sjjerpa. You also agree to provide information to Sjjerpa and take actions reasonably requested by Sjjerpa. As a host, you agree that in the event of a no-show or unsatisfactory deviations in the event caused by you, the guest will be refunded, and you will not receive payment. As a guest, you understand that in the event of a no-show or failure to complete/interruptions during the event caused by you, you as a guest are responsible for any damages up to the paid amount.

In case of any damage claims or other complaints related to the event exceeding the paid amount, Sjjerpa will mediate to find a reasonable solution between the traveler and host.

Any claim or complaint against Sjjerpa regarding the service must be filed immediately but in any case within 14 days after the conclusion of the reserved event. Any claim or complaint filed after the 14-day period may be rejected, and the claimant will lose their right to any (damage or cost) compensation.

To the extent permitted by law, these General Terms and Conditions and the provision of our services shall be governed by and construed in accordance with Dutch law, and any dispute arising from these General Terms and our services shall be submitted exclusively to the competent court in Rotterdam, the Netherlands.

Code of Conduct for Sjjerpa Hosts Sjjerpa hosts are expected to adhere to the Sjjerpa Hosts Code of Conduct and respect it. The Sjjerpa Hosts Code of Conduct includes quality standards and basic requirements for hosts.

I. Quality Standards Guest quality at Sjjerpa is defined by the following standards:

Passion Passionate hosts are the heart of Sjjerpa. Our promise to travelers is to provide them with a unique experience led by hosts who are passionate about the subject, have a personal connection to it, and possess in-depth knowledge. As a host, you are expected to share this passion with your guests:

  • Know your subjects in-depth; additional research and preparation can make a world of difference.
  • Be fully present during the experience; avoid distractions, such as your mobile phone.
  • Be open and receptive to feedback from guests and Sjjerpa.

Authenticity Sjjerpa hosts aim to share the genuine soul of their city/place and provide an authentic experience to guests. Offer an authentic experience by sharing a unique perspective, revealing hidden gems, and providing unique access to your guests. Remember that guests booked you because they want to experience something they cannot do on their own!

Connection Connecting cultures, nature, and people is our mission. Connect with your guests at every step of their Sjjerpa journey. Before meeting the guests:

  • Be available to reassure your guests and answer their questions; they may need additional information or simply reassurance that they have chosen the right host and experience.
  • If changes are needed in the route or plan for the experience, communicate this clearly to your guests. Ensure they are comfortable with the changes. During the experience:
  • Pay attention to the needs of your guests; specific groups (elderly, children, persons with disabilities) may require special care.
  • Provide explanations facing your guests and take breaks to ensure everyone in the group is engaged and interested.
  • Be aware of cultural differences, understanding that different people expect different behaviors and have different sensitivities. Stay curious and keep an open mind. After the experience:
  • Follow up on the experience and share additional information and tips with the guests; it can make a significant difference!

Failure to meet these standards will result in incompatibility to work as a Sjjerpa host. If you need additional support or guidance, we are here for you! Contact our team to receive assistance and resources.

II. Hosting Requirements The following requirements are minimum standards hosts must meet to maintain a Sjjerpa profile. Any violation of these requirements will result in a performance violation and may lead to removal from the platform.

Professionalism Hosts are expected to respect the following professional standards:

  • Be available and accessible to both guests and the office, especially for urgent or time-sensitive issues and around the time of a booking.
  • Have a suitable and professional presentation and outfit, respecting hygiene standards.
  • Communicate with guests and Sjjerpa in a polite and respectful manner.
  • Fulfill the commitment that a booking is. Unforeseen situations can naturally occur, but being late, canceling, or not showing up for a booking without informing your guests and without a valid reason is not acceptable.
  • Avoid inappropriate behavior, such as smoking during a tour.

Brand Loyalty

Sjjerpa hosts represent the Sjjerpa community and are therefore expected to respect the following restrictions:

  • Sjjerpa tours must always be private. Unless expressly stated otherwise or requested by Sjjerpa with the consent of all parties, groups from different bookings should not be mixed, and no participants other than the guests may join the experience.

  • Experiences must always be led by the host of the booking; hosts should never send another person to fulfill a booking.

  • Hosts must refrain from expressing negative feelings about Sjjerpa or complaining about the company or any of its parties in the presence of guests or on public platforms. All complaints and feedback should be directed to the Sjjerpa team.

  • Be aware of your online presence and adjust your privacy settings accordingly. Consider the Sjjerpa image when sharing your social profiles.

  • Use the Sjjerpa platform sincerely to promote your profile and offer experiences to guests, but refrain from using the Sjjerpa platform for conducting other business activities with guests (e.g., attempting to bypass the online booking system) or with other hosts.

  • Remain impartial and maintain a service-oriented attitude and calm temperament when interacting with guests.

  • Hosts may not ask for tips and may not discuss compensation with guests.


Hosts commit to maintaining high standards of safety and security when offering a service to guests. The following standards apply:

  • Sjjerpa hosts must always avoid unsafe situations and assess tour activities for potential hazards or critical points.
  • Informing guests about relevant safety procedures when necessary, keeping track of relevant emergency numbers, and being aware of the nearest medical facilities is a must.
  • Hosts should never be intoxicated during a tour/experience. Drinking alcohol is prohibited unless wine or beer tastings are included in the tour for guests (e.g., Wine & Tapas tour).
  • Additionally, hosts commit to never purchasing alcoholic beverages for a minor.
  • Possession or use of illegal drugs during a tour will result in immediate removal from the Sjjerpa platform.
  • Emotional or intimate involvement with a guest - whether real or perceived and as judged by Sjjerpa at its discretion - leads to immediate removal from the platform. Sjjerpa hosts are in a position of trust and are expected to behave appropriately at all times during a tour.
  • Hosts must never enter the hotel rooms of guests to prevent possible misunderstandings or misinterpretations.

Code of Conduct for Sjjerpa Guests

Sjjerpa connects guests with local hosts worldwide, offering authentic experiences and building bridges between cultures. To ensure that the created connections are mutually beneficial and respectful, every use of the Sjjerpa platform must adhere to our Code of Conduct, where users agree to:

  1. Respect the professionalism of their local host.
  2. Refrain from behaving in an offensive, aggressive, threatening, defamatory, racist, or xenophobic manner, or with sexual connotations, incite violence, discrimination, or hatred against their local host and the surrounding people.
  3. Not attempt to bypass the platform's online booking system and arrange a tour without booking it on the platform.
  4. Contact a Sjjerpa host for purposes other than:
    • Arranging details of the booking for a Sjjerpa experience.
    • Organizing details of the meeting with the host.
    • Asking for local tips & advice.
    • Respecting local customs, rules, and regulations.

Sjjerpa Services to Guests

Sjjerpa is an online platform for travelers who want to connect with local residents worldwide to offer them the most excellent dining experiences, tours, and activities. We are a marketplace where demand (travelers) meets supply (local hosts).

Through our website, travelers can book experiences, tours, and activities with local hosts worldwide. By making a reservation through our platform, guests enter into a direct contractual relationship with the host they are booking with. From the moment the booking is made, Sjjerpa acts solely as an intermediary between the guest and the host. Sjjerpa is not a party to any agreement between the guest and the host and is not liable for any (attributable) failure or other damage arising from this relationship.

At least one person aged 18 or older must be present during the experience for every booking.

Sjjerpa Services to Hosts

Sjjerpa is an online platform for local residents who want to connect with travelers from around the world to offer them the most excellent dining experiences, tours, and activities. We are a marketplace where demand (travelers) meets supply (local hosts).

Sjjerpa provides local hosts and guides the opportunity to offer tours and activities to guests through the platform (website and app) and through collaborations with other businesses. Sjjerpa promotes the host's profile, as well as offerings, and helps them succeed in their pursuit as a Sjjerpa host.

Diversity, Equality, and Inclusion

By providing access to different cultures and everything the world has to offer, we hope to inspire people to learn, create equality in compensation for local hosts, and increase awareness and empathy to bring about positive change. This intention underlies everything we do.

We believe that celebrating the diversity of our local host community, all our guests, and our team will make the world a better place.