Trust & Safety

Emergency contacts in China

For any immediate threat to life, health, or safety, call local emergency services first. These nationwide numbers are free to call.

• 110

  Police

  Crime, theft, or immediate police assistance

• 120

  Ambulance

  Medical emergencies

• 119

  Fire

  Fire and rescue

• 122

  Traffic accidents

  Road traffic emergencies

• Your embassy or consulate

  Lost passports, consular assistance, and legal emergencies abroad

• Seeo support

  Booking problems, host issues, and safety reports — support@seeotravel.com

Once everyone is safe, tell Seeo what happened so we can help with your booking — contact support.

1. Our Approach to Trust & Safety

Seeo seeks to support a trustworthy marketplace by using measures that may include:

• identity and account verification
• Host and Listing review
• safety standards
• secure payment systems
• Platform messaging
• Traveler reviews and ratings
• fraud and abuse detection
• reporting and investigation procedures; and
• account or Listing enforcement

The specific measures used may vary depending on the User, Experience, location, and level of risk involved.

No verification, screening, review, badge, safety process, or other Seeo measure can eliminate all risks or guarantee the identity, qualifications, conduct, reliability, or future behavior of any User.

2. Host Verification and Listing Review

Seeo may require Hosts to provide information or documentation before publishing or maintaining an Experience.

Depending on the Experience, this may include:

• identity information
• contact information
• business information
• licenses or permits
• Experience details
• safety information
• insurance information; and
• other documentation reasonably required by Seeo

Seeo may review, request additional information concerning, or verify certain information provided by a Host.

However, verification means only that the applicable verification process was completed.

It does not constitute an endorsement, certification, warranty, or guarantee by Seeo regarding:

• the Host's identity or background
• the Host's qualifications
• the legality of an Experience
• the accuracy of a Listing
• the existence or adequacy of insurance
• the safety of equipment or premises
• the quality of an Experience; or
• the future conduct or performance of a Host

Hosts remain responsible for complying with applicable laws, licensing requirements, safety obligations, and Seeo policies.

3. Host Safety Responsibilities

Hosts are responsible for providing Experiences safely and professionally.

Hosts are expected to:

• provide accurate and complete information about their Experiences
• disclose material risks and participation requirements
• comply with applicable laws and regulations
• obtain and maintain required licenses and permits
• maintain legally required or applicable insurance
• use reasonably safe equipment, vehicles, facilities, and locations
• provide appropriate safety instructions
• use appropriately qualified personnel where necessary
• communicate material changes affecting safety or participation
• maintain reasonable emergency procedures; and
• take appropriate action when conditions make an Experience unsafe

Hosts must not knowingly provide an Experience where doing so would create an unreasonable safety risk.

Additional requirements may apply to certain categories of Experiences.

4. Traveler Safety Responsibilities

Travelers are responsible for reviewing available information before Booking and deciding whether an Experience is appropriate for themselves and other Participants included in their Booking.

Travelers should:

• review the full Listing before Booking
• review age, health, fitness, skill, and other participation requirements
• read applicable safety disclosures
• follow reasonable Host safety instructions
• use required safety equipment
• arrive appropriately prepared for the Experience
• provide accurate information reasonably necessary for safe participation
• disclose relevant accessibility, dietary, allergy, or health information where necessary for safety
• comply with applicable laws
• behave responsibly and respectfully; and
• avoid participating while impaired where impairment may create a safety risk

Travelers should not participate in an activity they reasonably believe is unsafe or unsuitable for them.

Certain Experiences may require a separate waiver, assumption-of-risk agreement, medical declaration, guardian consent, or other safety acknowledgment.

5. Secure Payments

Seeo uses or may use established third-party payment providers to process payments through the Seeo Platform.

Travelers and Hosts should use authorized Seeo payment methods where required.

Users should not:

• provide payment-card information through messages
• send payment to unknown third parties
• follow suspicious payment links
• agree to unauthorized off-platform payment arrangements intended to circumvent Seeo systems; or
• provide financial account credentials to another User

Payment providers may use security, authentication, and fraud-prevention measures to protect transactions.

Seeo does not guarantee that fraud or unauthorized activity can always be prevented.

Specific payment, refund, cancellation, and payout rules are governed by the applicable Booking terms and Seeo policies.

6. Platform Communications

Where available, Seeo encourages Travelers and Hosts to communicate through Seeo's messaging tools.

Using Platform communications can help maintain a record of information such as:

• meeting points
• schedules
• Booking changes
• participation requirements
• special requests; and
• other Booking-related communications

Users should exercise caution before sharing unnecessary personal information.

You should not send:

• payment-card details
• passwords
• banking credentials
• government identification documents; or
• other sensitive information

through ordinary messages unless Seeo specifically provides a secure method and requests the information for a legitimate purpose.

Seeo may process Platform communications where permitted by applicable law for purposes including customer support, fraud prevention, Trust & Safety, dispute resolution, and enforcement of Seeo policies.

7. Respectful Conduct

Seeo expects Travelers and Hosts to treat one another, local communities, Seeo personnel, and other Participants with respect.

Users must not engage in conduct involving:

• violence or credible threats of violence
• harassment
• intimidation
• stalking
• sexual harassment or exploitation
• unlawful discrimination
• hate-based abuse
• fraud
• theft
• deliberate property damage
• dangerous conduct
• illegal activity; or
• other serious misconduct

Hosts must accurately represent their Experiences and honor confirmed Bookings.

Travelers must respect applicable Host rules, follow reasonable instructions, and avoid behavior that materially disrupts an Experience.

More detailed requirements may be provided in Seeo's Community Standards.

8. Prohibited and Restricted Experiences

Certain Experiences may not be permitted on Seeo.

Others may be permitted only if additional safety, licensing, insurance, or documentation requirements are satisfied.

Seeo may prohibit or restrict Experiences involving circumstances such as:

• illegal activities
• unlawful weapons or dangerous materials
• unlicensed regulated services
• unsafe transportation
• dangerous interactions with animals
• activities involving significant physical or environmental risk
• medical or health-related services requiring professional licensing
• exploitation or abuse
• activities that violate wildlife or environmental protection laws; or
• other activities that Seeo determines present unacceptable legal, safety, or Platform-integrity risks

Seeo may request additional documentation before allowing a restricted Experience to be listed.

Seeo may refuse, suspend, or remove an Experience where required documentation is not provided or where Seeo reasonably determines that the Experience presents unacceptable risk.

Additional details may be provided in Seeo's Prohibited & Restricted Activities Policy.

9. Reviews and Community Feedback

Traveler reviews and ratings may help the Seeo community evaluate Experiences.

Reviews should reflect genuine experiences.

Users may not:

• fabricate reviews
• manipulate ratings
• pressure another User to provide a particular rating
• offer undisclosed compensation for positive reviews; or
• retaliate against another User for providing honest feedback

Seeo may investigate unusual review activity and may remove reviews that violate Seeo policies.

Reviews are opinions submitted by Users and do not constitute Seeo verification or guarantees.

10. Reporting Safety Concerns

If you experience or observe conduct that appears unsafe, fraudulent, abusive, or inconsistent with Seeo policies, please report it to Seeo.

Reports may relate to matters including:

• unsafe Host practices
• serious Listing inaccuracies
• harassment
• threats
• discrimination
• fraud
• theft
• injury
• property damage
• suspicious accounts
• illegal activity; or
• other Trust & Safety concerns

Reports may be submitted through available Seeo reporting tools or by contacting:

support@seeotravel.com

When reporting an incident, provide relevant information where reasonably possible, such as:

• Booking number
• Host or Experience
• date and location
• description of the incident; and
• relevant photographs, messages, or other supporting information

Seeo may request additional information as part of an investigation.

Submitting a report does not guarantee a particular outcome.

11. Emergency Situations

Seeo is not an emergency-response service.

If you or another person is facing an immediate threat to life, physical safety, or property, contact the appropriate local emergency service first.

After addressing the immediate emergency, you may contact Seeo to report the incident and obtain available Booking or Platform assistance.

Seeo customer support cannot replace:

• police
• fire departments
• ambulance services
• hospitals
• rescue services; or
• other emergency authorities

12. Safety Incidents

Hosts and Travelers should promptly report serious safety incidents relating to an Experience.

Depending on the circumstances, Seeo may:

• request information from involved Users
• preserve relevant Platform records
• temporarily suspend a Listing
• temporarily restrict an account
• cancel future Bookings
• facilitate communications
• provide Booking-related support
• request documentation
• refer Users to appropriate authorities; or
• take other measures reasonably appropriate under Seeo policies

Where appropriate and legally permitted, Seeo may cooperate with law enforcement, regulators, emergency authorities, payment providers, insurers, or other relevant parties.

13. Investigations

Seeo may investigate suspected violations of:

• these Trust & Safety standards
• the Terms of Service
• Host Terms
• Community Standards
• applicable Booking terms; or
• other Seeo policies

An investigation may include reviewing:

• Platform communications
• Booking records
• Listing information
• User reports
• photographs or videos
• payment information
• identity information
• documentation submitted by Hosts
• User history; and
• other information reasonably relevant to the investigation

Where permitted by law, Seeo may take temporary protective measures while an investigation is ongoing.

Seeo is not required to disclose confidential investigative methods, internal risk assessments, or information concerning another User where disclosure would be inappropriate or legally restricted.

14. Enforcement

Seeo may take action where we reasonably determine that a User, Listing, or Experience violates Seeo policies or presents a safety, fraud, legal, or Platform-integrity risk.

Actions may include:

• warning a User
• requesting corrective action
• requiring additional verification
• requesting licenses, insurance, or other documentation
• restricting Platform functionality
• removing Content
• temporarily suspending a Listing
• permanently removing a Listing
• canceling Bookings
• restricting an account
• suspending an account
• permanently terminating an account; or
• taking other measures reasonably necessary to protect the Platform or its Users

Seeo may take immediate action without prior notice where reasonably necessary to address an urgent safety, fraud, legal, or security concern, subject to applicable law.

Where required by law and appropriate under the circumstances, Seeo may provide notice or an opportunity to request review of an enforcement action.

15. No Guarantee of Safety

Safety measures can reduce risk but cannot eliminate it.

Seeo does not guarantee the safety, legality, quality, suitability, identity, qualifications, conduct, or reliability of any Host, Traveler, Experience, location, equipment, vehicle, or other third party.

Hosts are independent service providers responsible for providing their Experiences.

Travelers remain responsible for evaluating whether an Experience is suitable for them and for exercising reasonable judgment while traveling and participating.

Verification, reviews, safety standards, reporting tools, customer support, investigations, or enforcement actions do not create a guarantee that misconduct, accidents, fraud, or other harmful events will not occur.

The allocation and limitation of legal responsibility relating to Hosts, Travelers, Experiences, and the Seeo Platform are further described in the Seeo Terms of Service.

16. Privacy

Safety reports and investigations may involve personal information.

Seeo processes personal information relating to Trust & Safety matters in accordance with the Seeo Privacy Policy and applicable law.

For legitimate safety, fraud-prevention, legal, or enforcement purposes, Seeo may retain certain records even after a User deletes an account where permitted or required by applicable law.

17. Changes to This Policy

Seeo may update this Trust & Safety Policy from time to time to reflect changes in:

• Platform services
• safety practices
• Experience categories
• legal requirements
• enforcement practices; or
• operational needs

The current version will display the applicable Last Updated date.

Material changes may be communicated through the Seeo Platform or other appropriate methods.

18. Contact Us

For general Trust & Safety concerns:

support@seeotravel.com

For urgent safety concerns relating to an active Booking, use any dedicated Seeo safety-support channel made available through the Platform.

For immediate threats to life or physical safety, contact local emergency services first.