Terms and Conditions

Introduction

Terms governing the use of the City by Locals marketplace by travelers.

Effective Date: July 1, 2026 · Version 1.0

1. Introduction and Acceptance

These Traveler Terms of Service ("Terms") constitute a legally binding agreement between you ("Traveler", "you", or "your") and Adam Raber, an individual based in Buenos Aires, Argentina, operating under the trade name "City by Locals" ("City by Locals", "we", "us", or "our").

By creating an account, submitting a booking request, or making any payment through the City by Locals platform (the "Platform"), you acknowledge that you have read, understood, and agree to be bound by these Terms. If you do not agree to these Terms, do not use the Platform.

You must be at least 18 years old to create an account or make a booking on the Platform. An adult Traveler may include minors in the party and is responsible for their supervision and participation.

2. What City by Locals Is — and Is Not

City by Locals is an online marketplace that connects travelers with independent local guides who design and deliver private, personalized travel experiences. City by Locals is not a tour operator, travel agent, or travel agency.

City by Locals does not organize, supervise, control, employ, or participate in the delivery of any Tour Experience. Each Guide is an independent contractor who operates their own business and is solely responsible for the Tour Experiences they offer.

When you book a Tour Experience through the Platform, you enter into two separate and independent relationships:

A relationship with City by Locals, governed by these Terms, for access to the Platform's booking facilitation services; and

A Tour Agreement directly with the Guide, for the delivery of the Tour Experience.

City by Locals is not a party to your Tour Agreement with the Guide. Your rights and remedies regarding the Tour Experience itself are against the Guide, not City by Locals.

3. Definitions

"Platform" means the City by Locals website, mobile application, booking system, and all related technology and services.

"Guide" means an independent contractor who has been approved by City by Locals to offer Tour Experiences through the Platform.

"Tour Experience" or "Tour" means a private, personalized travel experience designed and delivered by a Guide, as described in the Guide's Listing.

"Listing" means a Guide's public profile page on the Platform, including all tour descriptions, itineraries, pricing, and related content.

"Booking" means a confirmed reservation for a Tour Experience, created when the Guide accepts the Traveler's booking request and the Traveler pays the Reservation Fee.

"Tour Fee" means the amount charged by the Guide for the Tour Experience, paid directly by the Traveler to the Guide on the day of the Tour.

"Reservation Fee" means the fee charged by City by Locals to the Traveler for the booking facilitation services provided through the Platform, collected online at the time of Booking confirmation.

4.1 How Bookings Work

The booking process on the City by Locals Platform works as follows:

You select a Tour Experience and submit a booking request by providing your travel details, party size, date, time, and pickup point. No payment is collected at this stage.

The Guide reviews your request and may accept, reject, or propose changes. City by Locals does not guarantee that any Guide will accept your request.

If the Guide accepts your request, you will receive a payment link for the Reservation Fee only. Your Booking is confirmed once you complete this payment.

The Tour Fee is paid directly to the Guide on the day of the Tour. City by Locals does not collect, hold, or process the Tour Fee.

4.2 The Reservation Fee

The Reservation Fee is charged by City by Locals in consideration for the booking facilitation services provided through the Platform, including the presentation of Guides and Tour Experiences, booking request technology, communication tools, and booking confirmation.

The Reservation Fee is separate from, and does not form part of, the Tour Fee charged by the Guide. The Reservation Fee is earned by City by Locals upon confirmation of the Booking, except as expressly provided in Section 6 (Cancellation and Refund Policy).

Because the Reservation Fee compensates City by Locals exclusively for booking facilitation services already performed, disputes regarding the quality, execution, cancellation, or performance of a Tour do not, by themselves, entitle the Traveler to a refund of the Reservation Fee.

4.3 Tour Fee

The Tour Fee is agreed between you and the Guide and is stated in the Guide's Listing at the time of Booking. The Tour Fee is paid directly to the Guide on the day of the Tour, prior to commencement of the Tour Experience.

City by Locals is not responsible for, and does not guarantee, the collection of the Tour Fee. Any dispute regarding the Tour Fee is between you and the Guide.

4.4 Tour Agreement and Personal Performance

When a Guide accepts your Booking request, a Tour Agreement is formed directly between you and the Guide. City by Locals is not a party to that agreement.

The Guide's personal performance of your Tour Experience is an essential element of the Tour Agreement. The Guide you booked is the Guide who will conduct your Tour. Guides are not permitted to send a substitute or delegate your Tour to another person without your express prior agreement. If you are informed that a substitute guide has been arranged without your consent, please notify City by Locals immediately at hello@citybylocals.com.

5. City by Locals Traveler Commitment

While City by Locals is not a party to your Tour Agreement with the Guide, we are committed to your experience on our Platform:

Free cancellation: Cancel more than 24 hours before the scheduled start of your Tour and your Reservation Fee will be refunded in full.

No charge until confirmed: Your Guide reviews and accepts your request before any payment is collected. You will never be charged the Reservation Fee unless a Guide has confirmed your Booking.

Pay your Guide directly: There is no middleman and no markup on the Tour Fee. Your Guide receives 100% of the Tour Fee directly from you on the day of the Tour.

You are covered: If your Guide cancels your confirmed Booking or fails to appear, City by Locals will work to find you a suitable alternative guide. If no suitable alternative is available or if you do not accept the proposed alternative, City by Locals will refund your Reservation Fee in full.

These commitments apply to the Reservation Fee only and do not extend to the Tour Fee paid directly to the Guide.

6.1 Cancellation by the Traveler

If you cancel a confirmed Booking:

More than 24 hours before the scheduled start of the Tour: City by Locals will refund the Reservation Fee in full.

24 hours or less before the scheduled start of the Tour: the Reservation Fee is non-refundable.

Cancellations must be submitted through the Platform. City by Locals does not control or administer the Tour Fee. Any refund of amounts paid directly to the Guide is subject to the Guide's own cancellation policy.

6.2 Cancellation by the Guide

If a Guide cancels a confirmed Booking, City by Locals will make reasonable efforts to find a suitable alternative guide for your Tour. If no suitable alternative is available or if you do not accept the proposed alternative, City by Locals will refund your Reservation Fee in full.

6.3 Guide No-Show

If your Guide fails to appear at the agreed meeting point within 30 minutes of the scheduled Tour start time, City by Locals will make reasonable efforts to find a suitable alternative. If no suitable alternative is available or if you do not accept the proposed alternative, City by Locals will refund your Reservation Fee in full upon written notification to City by Locals within 24 hours of the scheduled Tour start.

6.4 Force Majeure

Neither City by Locals nor the Guide shall be liable for cancellations caused by circumstances beyond their reasonable control, including natural disasters, government actions, public health emergencies, or severe weather. In such cases, City by Locals will work in good faith to facilitate rescheduling. Refunds of the Reservation Fee in force majeure situations will be assessed on a case-by-case basis.

6.5 Refund Processing

Approved refunds of the Reservation Fee will be processed to the original payment method within 5 to 10 business days. Processing times may vary depending on your financial institution.

7.1 Accuracy of Information

You agree to provide accurate, complete, and current information when creating your account and submitting a booking request, including your party size, pickup location, and any special requirements.

7.2 Punctuality

You are responsible for arriving at the agreed pickup location on time. If you fail to appear at the agreed time and location without having cancelled the Booking in advance, the Tour may be considered a no-show and you will not be entitled to a refund of the Tour Fee or the Reservation Fee.

7.3 Payment of Tour Fee

You agree to pay the Tour Fee to the Guide prior to the commencement of the Tour Experience, in the amount stated in the confirmed Booking. Failure to pay the Tour Fee may result in the Guide's refusal to commence or continue the Tour.

7.4 Personal Belongings

You are solely responsible for the safekeeping of your personal belongings throughout the Tour Experience. Neither City by Locals nor the Guide shall be liable for the loss, theft, or damage of any personal property during the Tour, including items left in vehicles, accommodation, or public spaces.

7.5 Conduct

You agree to treat Guides with respect and to comply with the Guide's reasonable instructions during the Tour. City by Locals reserves the right to suspend or terminate your account if you engage in abusive, discriminatory, or unlawful conduct toward any Guide.

7.6 Minors

If your party includes minors (persons under the age of 18), you represent that you are the parent or legal guardian of such minors, or that you have obtained the consent of their parent or legal guardian to participate in the Tour Experience. You assume full responsibility for the supervision and safety of minors in your party.

8.1 City by Locals Not Liable for Tour Performance

City by Locals expressly disclaims all liability for:

the quality, safety, accuracy, or performance of any Tour Experience;

any injury, accident, illness, loss, theft, or damage to persons or property during or in connection with a Tour;

any failure by a Guide to deliver the Tour Experience as described in the Listing;

the accuracy of any information in a Guide's Listing, including venue opening hours, admission requirements, religious or public holidays, or route conditions;

any dispute between you and a Guide regarding the Tour or the Tour Fee;

the conduct, acts, or omissions of any Guide.

8.2 Disclaimer of Warranties

THE PLATFORM IS PROVIDED ON AN "AS IS" AND "AS AVAILABLE" BASIS WITHOUT WARRANTIES OF ANY KIND, EXPRESS OR IMPLIED.

8.3 Cap on Liability

TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, CITY BY LOCALS' TOTAL LIABILITY TO YOU FOR ANY CLAIM ARISING UNDER THESE TERMS SHALL NOT EXCEED THE AMOUNT OF THE RESERVATION FEE PAID BY YOU IN CONNECTION WITH THE SPECIFIC BOOKING TO WHICH THE CLAIM RELATES.

8.4 Indemnification

You agree to indemnify and hold harmless Adam Raber and any contractors, service providers, or agents acting on his behalf in connection with City by Locals from and against any claims, damages, losses, and expenses arising out of or relating to your use of the Platform, your breach of these Terms, or your conduct during a Tour Experience.

9. Disputes with Guides

Any dispute regarding the Tour Experience, the Tour Fee, or the Guide's performance must be resolved directly between you and the Guide. City by Locals is not a party to such disputes.

City by Locals may, at its sole discretion, assist the parties in communicating and seeking an amicable resolution. Any such assistance shall not create any obligation or liability for City by Locals.

If you experience a serious issue with a Guide, you are encouraged to report it to City by Locals at hello@citybylocals.com. City by Locals reserves the right to suspend or remove any Guide from the Platform based on verified reports of misconduct.

10. Intellectual Property

All content on the Platform created by or for City by Locals is owned by Adam Raber or used by him under license. Content submitted by Guides is the property of the respective Guide. City by Locals does not warrant the accuracy or completeness of any Guide-submitted content.

11. Privacy

City by Locals collects, uses, stores, and shares personal information as described in its Privacy Policy, available at https://www.citybylocals.com/privacy. The Privacy Policy explains how personal information is processed and the rights and choices available to users.

12.1 Informal Resolution

Before initiating any formal dispute resolution process, you agree to contact City by Locals at hello@citybylocals.com and attempt to resolve the dispute informally within 30 days.

12.2 Complaints and Court Proceedings

The Traveler may submit a complaint to any consumer-protection authority or other competent authority available under applicable law.

If the dispute cannot be resolved informally, either party may bring the claim before a court with jurisdiction under applicable law.

12.3 Mandatory Consumer Rights

Nothing in these Terms limits or waives any mandatory consumer right, remedy, protection, or jurisdiction available to the Traveler.

13. Governing Law

These Terms are governed by the laws of the Argentine Republic. However, nothing in these Terms deprives a Traveler of any mandatory consumer protection available under the laws of the Traveler's country, state, province, or place of residence.

14.1 Entire Agreement

These Terms, together with the Privacy Policy, constitute the entire agreement between you and City by Locals with respect to your use of the Platform as a Traveler.

14.2 Amendments

City by Locals reserves the right to modify these Terms at any time. Your continued use of the Platform after notice of changes constitutes your acceptance of the modified Terms.

14.3 Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.

14.4 Contact

For any questions regarding these Terms, please contact:

Adam Raber

Operating under the trade name City by Locals

Buenos Aires, Argentina

Email: hello@citybylocals.com

Website: https://www.citybylocals.com