LAGO gives independent operators tools to present experiences, manage availability, accept bookings, and communicate with guests. This agreement sets the operating standards for that relationship.
This agreement works alongside any written commercial arrangement between LAGO and your business.
1. Your relationship with LAGO
This Operator Agreement is between you or the business you represent and Lago Inc. You operate as an independent business. You are not an employee, partner, joint venturer, or agent of LAGO, and you do not have authority to make promises on LAGO’s behalf.
You are responsible for the experience you list, the people you employ or engage, the equipment you use, and the laws that apply to your business and location.
2. Eligibility and legal compliance
You must provide accurate business, contact, ownership, insurance, licence, and payout information. Keep it current and tell LAGO promptly when something changes.
You must obtain and maintain the permits, registrations, insurance, licences, safety certifications, vessel documents, access permissions, tax registrations, and other approvals required for your business. LAGO may ask for proof before activating or continuing a listing.
3. Your listings
Your listing must describe the experience honestly, including what is included, what guests need to bring, capacity, duration, meeting point, age and licence requirements, accessibility, equipment, pricing, taxes or fees, and known limitations.
Keep availability, pricing, photos, descriptions, contact details, and cancellation rules accurate. Do not accept a booking you cannot safely or lawfully fulfill. Do not include content that is false, discriminatory, unsafe, infringing, or misleading.
4. Bookings, changes, and refunds
Honor confirmed bookings and provide the experience as listed. Communicate promptly when you need guest information, a reschedule, a cancellation, or a change to the plan.
Set clear cancellation, weather, reschedule, no-show, damage, and rental terms before a product is bookable. Apply those terms consistently and do not ask a guest to pay outside the agreed checkout flow or waive a legal right.
When an experience cannot safely operate, make a timely decision and work with LAGO on the available refund or reschedule option.
5. Safety and incidents
You control the day-of safety decision. Provide appropriate equipment, instructions, supervision, emergency planning, and qualified staff for the experience. Verify guest requirements when your product requires age, licence, certification, ID, or a waiver.
Report accidents, injuries, serious complaints, missing equipment, law-enforcement contact, or other material incidents to LAGO as soon as reasonably possible. Preserve relevant records and cooperate with a safety or fraud review.
6. Payments, fees, and payouts
LAGO or its payment partner collects the customer payment shown at checkout and sends payouts according to your commercial arrangement and the payout settings in your account. Platform fees, payment processing, reserves, refunds, disputes, taxes, and adjustments may be deducted or held as described in that arrangement.
Do not collect an additional amount from a guest unless the listing, rental terms, or a clearly disclosed change allows it. You are responsible for your own tax reporting and business records.
7. Guest information
Use guest information only to deliver, support, or legally document the booking. Protect it, limit access to people who need it, and do not sell it, add guests to a separate marketing list without permission, or contact them about unrelated offers.
Return or delete guest information when you no longer need it, subject to records you must keep by law or for a genuine dispute.
8. Content and reviews
You give LAGO a non-exclusive permission to display and adapt the photos, descriptions, logos, and other content you provide so we can operate and market the marketplace. You confirm that you have the rights and permissions needed to provide it.
Do not manipulate reviews, pressure guests for a positive review, retaliate against a guest for honest feedback, or post private guest information. LAGO may remove content or pause a listing that breaks these standards.
9. Insurance and responsibility
Maintain insurance that is appropriate for your activities, equipment, staff, location, and legal obligations. LAGO may require evidence of coverage or additional safety information before approving an operator or product.
You are responsible for claims, losses, injuries, damage, fines, and costs caused by your business, staff, equipment, listing, or failure to meet this agreement. Nothing here removes a responsibility that the law does not allow you to remove.
10. Account changes and suspension
LAGO may pause a listing, hold a payout, limit account access, or end the relationship when information is missing, a payment is disputed, a safety or legal concern arises, a listing is misleading, or the agreement is broken. We will provide notice where practical and work to protect affected guests.
You can ask support to review a restriction and provide relevant information.
11. Changes and contact
We may update this agreement as the marketplace or legal requirements change. We will post the current version and update the date above. The version you accepted generally applies to the relationship unless a written commercial arrangement says otherwise.
This agreement is intended to be governed by the laws of Ontario and the applicable laws of Canada, subject to any mandatory law that applies to your business or location.
Questions about operator terms? Contact LAGO through Operator Support.
Need help? Contact LAGO Support