Terms of service

What Kalena is

Kalena is a marketplace: it lists stays, tours and transfers operated by independent third parties (hotels, resorts, beach fales, tour companies and transfer operators across Samoa, Fiji and the wider Pacific), and lets you book them directly. Kalena is not the hotelier, tour guide or driver — the operator you book is solely responsible for providing the accommodation, tour or transfer you paid for, to the standard described on its listing.

For a stay, tour or transfer you book and pay for directly through Kalena's own checkout, Kalena acts as the booking intermediary and, because payment is currently processed through Kalena's own Stripe or PayPal account rather than paid directly to the operator, Kalena is the merchant of record on your card or PayPal statement for that charge [OWNER TO CONFIRM: this reflects that per-operator split payouts (Stripe Connect) are not yet wired; revisit this paragraph once they are]. For an activity booked through Viator rather than Kalena's own checkout, Viator is the merchant of record and Viator's own terms apply to that purchase.

Pricing

The first price you see for a bookable stay, tour or transfer is the full price you pay — it already includes Kalena's commission and any payment processing cost. We do not add mandatory fees at checkout that were not shown to you first. If your card or wallet is billed in a different currency than the one displayed, that is a payment-processing limitation for currencies our processors cannot charge directly (we convert and disclose this before you pay), not a change to the price you agreed to.

Cancellation and changes

Cancellation, refund and date-change terms are set by each operator and shown on that product's own listing page before you book — they vary by property and by tour/transfer operator, so check the specific policy for what you are booking rather than assuming a single site-wide rule. [OWNER TO CONFIRM: a default fallback policy for the rare listing with no stated cancellation terms] If you believe a booking was cancelled or changed other than as described on the listing, contact us (see Contact below) and we will help resolve it with the operator.

Payment

Card and digital-wallet payments are processed by Stripe or PayPal. Your card details are entered directly into their secure, PCI-DSS compliant checkout and never reach Kalena's servers — Kalena never sees or stores your card number.

Reviews

Guest reviews on Kalena are never incentivised, never filtered for sentiment, and never written by staff. Every guest who completes a stay is invited to review it on the same terms.

AI features

Kalena's trip-planning concierge is an AI assistant and identifies itself as such. It can suggest itineraries and estimated costs, but a price is only final once it is shown on a specific product's checkout page — an estimate from the concierge is not a quote you can hold. Third-party AI assistants may also read Kalena's public catalogue through a read-only interface to answer travellers' questions; that interface cannot book, hold or pay for anything on your behalf.

Acceptable use

Don't use Kalena to scrape, resell or misrepresent our listings, to submit fraudulent bookings or payments, or to harass an operator or another guest. We may suspend access for accounts that do.

Liability

Because the stay, tour or transfer you book is provided by an independent operator, Kalena is not liable for the operator's acts or omissions in delivering it — including safety, quality, or a change the operator makes on the ground. Travel by its nature carries risk (weather, sea conditions, road conditions); we recommend travel insurance. Nothing in these terms excludes a liability that cannot be excluded under Samoan law.

Governing law

These terms are governed by the laws of Samoa. Any dispute arising from them is subject to the non-exclusive jurisdiction of the courts of Samoa.

Changes to these terms

We may update these terms as Kalena changes. We will update the "Last updated" date above when we do; continued use of the site after a change means you accept the updated terms.

Contact

Questions about these terms, or about a booking, go to contact@kalena.fun.