Fees and Booking Policy
We understand that your vacation itinerary is always subject to change. As such, we commit to providing you with a flexible booking policy. Below are our policies relating to fees, amendments, cancellations and refunds. It is at our sole discretion to amend these policies from time to time and it is your responsibility to regularly check the Site to determine if there have been changes.
“Course Fees” means the amount that is due by a Guest in exchange for that Guest’s Experience. The Host alone and not Awake Determines these amounts. The Host may in his or her sole discretion decide to include in these amounts any additional fee the Host determines that he or she has to collect.
“Service Fees” means the fee that Awake charges a Guest for the use of its online platform, which is calculated as a percentage of the applicable Course Fees. The Service Fees will be displayed to the Guest when the Guest is asked whether to send a booking request to a Host.
“Host Fees” means the fee that Awake charges a Host for the use of its online platform, which is calculated as a percentage of the applicable Course Fees. The Host Fees will be displayed to the Host when the Host is asked whether to confirm or reject a booking request from a prospective Guest.
“Total Fees” means collectively the Course Fees, Service Fees and the Host Fees.
Bookings and Financial Terms for Hosts
If you are a Host and a booking is requested for your Experience via the Site, Application and Services, you will be required to either confirm or reject the booking request within the Booking Request Period, otherwise the booking request will be automatically cancelled unless you have otherwise indicated that your booking type can be made instantly to which you will not be required to confirm a booking and the guest can directly proceed to complete the payment for the Experience. When a booking is requested via the Site, Application and Services, we will share with you (i) the first and last name of the Guest who has requested the booking, (ii) a link to the Guest’s Awake Account profile page, (iii) an indication that the name that the Guest provided to Awake when the Guest became a Member matches the name that the Guest provided to the SNSs to which the Guest has linked his or her Awake Account if any, so that you can view such information before confirming or rejecting the booking request. When you confirm a booking requested by a Guest, Awake will send you an email, text message or message via the Application confirming such booking, depending on the selections you make via the Site, Application and Services.
Methods of payment: Paypal, cash and credit: Guests may choose any of three options provided on the Awake Site, Application and Services to purchase their Experience - Paypal, Credit/Debit card, Cash.
Paypal: We accept Paypal. All payments transacted through Paypal are subject to a Paypal fee. The Paypal fee and its refund policy may change from time to time at the discretion of Paypal. If you would like to know more about Paypal fees, please refer to the Paypal website. Awake will collect the Total Fees once the Guest has received a booking confirmation and/or makes an instant booking and completes the payment process of the Total Fees and will initiate payment of the Experience Fee (less Awake’s Host Fees) to the Host (except to the extent that a refund is due to the Guest).
Credit/Debit Card: Guests can also choose to make payments via the use of credit/debit card. Awake will collect the Total Fees once the Guest has received a booking confirmation and/or makes an instant booking and completes the payment process of the Total Fees and will initiate payment of the Experience Fee (less Awake’s Host Fees) to the Host (except to the extent that a refund is due to the Guest).
Cash: Awake also makes provision for guests to pay by Cash. In such a case, the guests will be required to pay the Service Fee and Host Fee via Paypal or Credit/Debit card to Awake via the Site, Application and Services and will be required to pay in Cash directly to the Host the Total Fee less Service Fee and Host Fee. The guest shall be directly responsible of the payments of such amount to the host and Awake shall not be responsible for the Guest honouring such payments.
The time it takes for the Host to receive payouts may depend upon the method for receiving payouts chosen by the Host. Some methods involve the use of third-party payment processors, who may impose their own additional charges for the use of their services on the Host, including by deducting their charges from the payout amount.
If you owe or agree to pay any amount to Awake (whether as a result of your bookings or actions as a Host or otherwise), then Awake may (but is not obliged to) withhold the amount owing to Awake from any payout amounts due to you as a Host, and use the withheld amount to set off the amount owed by you to Awake. If Awake does so, then your obligation to pay Awake will be extinguished to the extent of the amount withheld by Awake, and Awake will cease to owe to you any obligations (including, but not limited to, any obligation to pay you) with respect to the amount withheld.
Appointment of Awake as Limited Payment Collection Agent for Host
Each Host hereby appoints Awake as the Host’s limited payment collection agent solely for the purpose of accepting the Accommodation Fees from Guests.
Each Host agrees that payment made by a Guest through Awake, shall be considered the same as a payment made directly to the Host, and the Host will make the Experience available to the Guest in the agreed-upon manner as if the Host has received the Course Fees. Each Host agrees that Awake may, in accordance with the cancellation policy selected by the Host and reflected in the relevant Listing, (i) permit the Guest to cancel the booking and (ii) refund to the Guest that portion of the Course Fees specified in the applicable cancellation policy. Each Host understands that as Awake accepts payments from Guests as the Host’s limited payment collection agent and that Awake’s obligation to pay the Host is subject to and conditional upon successful receipt of the associated payments from Guests. Awake does not guarantee payments to Hosts for amounts that have not been successfully received by Awake from Guests. In accepting appointment as the limited authorized agent of the Host, Awake assumes no liability for any acts or omissions of the Host.
Please note that Awake does not currently charge fees for the creation of Listings. However, you as a Host acknowledge and agree that Awake reserves the right, in its sole discretion, to charge you for and collect fees from you for the creation of Listings. Please note that Awake will provide notice of any Listing fee collection via the Site, Application and Services, prior to implementing such a Listing fee feature.
Bookings and Financial Terms for Guests
The Hosts, not Awake, are solely responsible for honoring any confirmed bookings and making available any Experience reserved through the Site, Application and Services. If you, as a Guest, choose to enter into a transaction with a Host for the booking of an Experience, you agree and understand that you will be required to enter into an agreement with the Host and you agree to accept any terms, conditions, rules and restrictions associated with such Experience imposed by the Host. You acknowledge and agree that you, and not Awake, will be responsible for performing the obligations of any such agreements, that Awake is not a party to such agreements, and that, with the exception of its payment obligations hereunder, Awake disclaims all liability arising from or related to any such agreements. You acknowledge and agree that, notwithstanding the fact that Awake is not a party to the agreement between you and the Host, Awake acts as the Host’s payment collection agent for the limited purpose of accepting payments from you on behalf of the Host. Upon your payment of the Total Fees to Awake, your payment obligation to the Host for the Course Fees is extinguished, and Awake is responsible for remitting the Course Fees (less the Host Fees), in the manner described in these Terms. In the event that Awake does not remit any such amounts as described in these Terms, such Host will have recourse only against such Awake entity.
The Total Fees payable will be displayed to a Guest before the Guest sends a booking request to a Host. As noted above, the Host is required to either confirm or reject the booking request within the Booking Request Period, otherwise the requested booking will be automatically cancelled.
You as a Guest agree to pay Awake for the Total Fees for any booking requested in connection with your Awake Account if such requested bookings are confirmed by the applicable Host or in the case when the booking is instant and you complete the payment process thereafter. Please note that Awake cannot control any fees that may be charged to a Guest by his or her bank and Awake disclaims all liability in this regard.
You, the Guest also agree to the payment methods as detailed in this agreement and hereby accept to all obligations set forth under the agreement.
Cancellation and refunds
If as a Guest, you cancel your paid booking before the stipulated deadline before the start of the course as indicated in the Host’s cancellation policy available at the time of booking, you will be refunded the Total Fees less the Service Fees and transaction costs if applicable. Under circumstances where you cancel a paid booking after the stipulated deadline of cancellation (without a Host penalty), the cancellation policy of the Host contained in the applicable Listing will apply to such cancellations. The Service Fees is non-refundable regardless of the cancellation policy set out by the Host.
If a host cancels a paid booking made via the Site, Application or Services, Awake will refund the Total Fees for such booking to the applicable Guest within a commercially reasonable time of the cancellation. Under such circumstances, the Host will be liable to cover all additional costs associated with the cancellation including and not limited to transaction fees if applicable of such transactions.
If, as a Host, you cancel a confirmed booking, Awake may apply penalties or consequences to you or your Listing, including (i) publishing an automated review on your Listing indicating that a reservation was cancelled, (ii) keeping the calendar for your Listing unavailable or blocked for the dates of the cancelled booking, or (iii) imposing a cancellation fee (to be withheld from your future payouts). You will be notified of the situations in which a cancellation fee applies before you decide to cancel.
If as a Guest, you have selected to purchase an Experience via the Cash method and hence make a cancellation, you shall not be refunded the amount paid electronically. The applicable stipulated time for which a Guest is entitled to a refund under a online payment will not apply if the Guest selects to make the payment via Cash.
If a host cancels a paid Cash booking made via the Site, Application or Services, Awake will refund the Service Fees and Host Fees for such booking to the applicable Guest within a commercially reasonable time of the cancellation. Under such circumstances, the Host will be liable to cover all additional costs associated with the cancellation including and not limited to transaction fees if applicable.
Awake’s online platform facilitates bookings between Guests and Hosts who may prefer to pay and to receive payments in different currencies which may require foreign currency conversions to accommodate these differing currencies. Although the Awake platform allows users to view the price of an Experience in a number of currencies, payments made on the Awake platform will eventually be converted in Singapore Dollars which will be processed at a foreign currency conversion rate determined by DBS. This rate generally refers to the amount of one currency that must be paid to buy a certain amount of another currency at a given time. For example, if it costs US$125.00 to buy €100.00, the currency conversion rate of US dollars to Euros would be 1.25, and the currency conversion rate from Euros to US dollars would be 0.8. Currency conversion rates will vary from time to time.
Please note that your payment company (for example, your credit or bank card issuer) will use a currency conversion rate for and may impose a currency conversion fee on your payment or payout, if your card or bank account is denominated in a currency that is different from the Booking Currency or the Payout Currency respectively. Similarly, third-party payment processors may also use a currency conversion rate for or impose a currency conversion fee on your payment or payout. All of these currency conversion rates and fees are not controlled by or known to Awake.