LAGO is a marketplace that connects guests with independent water-experience operators. These terms explain how the platform works, what you can expect from a booking, and what we expect from you.
Activity waivers, rental agreements, and product-specific requirements may apply in addition to these terms.
1. Welcome to LAGO
These Guest Terms of Service are an agreement between you and Lago Inc. ("LAGO," "we," "us," or "our"). They apply when you browse LAGO, create an account, contact an operator through LAGO, or book an experience.
LAGO provides the marketplace, booking tools, payment support, and customer service. The operator named on the listing is an independent business responsible for delivering the experience, equipment, staff, permits, insurance, and on-water decisions.
2. Using LAGO
You must provide accurate information and keep your account details current. You are responsible for activity on your account and for keeping your sign-in details private.
You must be old enough to enter a contract where you live. If you are booking for a child or another guest, you confirm that you have permission to do so and that you will share the information they need to participate safely.
Do not misuse the platform, interfere with another person’s booking, copy listings without permission, submit false information, or use LAGO for unlawful activity.
3. Listings and bookings
Each listing should show the operator, experience details, meeting point, dates or times, price, guest requirements, and cancellation rules. Read those details before you book. Some operators may require an activity waiver, rental agreement, ID, licence, age confirmation, or other acknowledgement.
A booking is confirmed only after LAGO or the operator sends a confirmation. The confirmation and the details shown at checkout are the record of what you booked. If we spot a clear listing or pricing error, we may contact you to correct it or cancel and refund the affected booking.
Operators can update availability, meeting instructions, or safety requirements. We will share material changes with you using the contact details on your booking.
4. Payments
Prices, taxes, platform fees, deposits, and any additional charges are shown before you submit a booking. Your payment is processed through LAGO and its payment partners. We do not store your full card number.
By submitting payment, you authorize the displayed amount. A deposit, damage hold, fuel charge, late-return charge, or other operator charge may apply when the listing says so. The operator must explain those charges before they apply.
If a payment fails or is reversed, we may pause or cancel the booking. Please contact support before starting a chargeback so we can try to resolve the issue.
5. Changes, cancellations, and refunds
The cancellation policy attached to your specific booking controls the refund you receive. Policies can differ between operators and products, so the policy shown on the listing and checkout matters more than a general example on this site.
Operators may cancel, reschedule, or change an experience for weather, water conditions, equipment issues, staffing, closures, or other safety reasons. When that happens, the operator’s published policy and LAGO’s Cancellation & Refund Policy explain the available options.
You can review the general approach on our Cancellation & Refund Policy page. If your booking is affected, use the support link in your confirmation so we can help.
6. Safety and participation
Water activities can involve real risks, including changing weather, currents, falls, collisions, cold water, and equipment failure. Follow the operator’s instructions, arrive prepared, wear required safety equipment, and tell the operator about anything that could affect your participation.
An operator can refuse participation or end an experience when a guest is unprepared, impaired, unsafe, medically unable to participate, or not meeting an age, licence, or other stated requirement. A refusal for safety or a missed requirement may not qualify for a refund unless the applicable policy says otherwise.
This page does not replace an activity waiver or rental agreement. Read and sign any additional operator terms before you participate.
7. LAGO’s role
LAGO does not own or operate the boats, watercraft, docks, vehicles, or other equipment listed by operators. The operator is responsible for the experience and for meeting the laws and safety requirements that apply to its business.
We work to keep listings and booking tools useful, but we cannot promise that every listing will always be available, error-free, or a perfect fit for your plans. Nothing in these terms removes a right or protection that the law does not allow us to exclude.
8. Reviews and messages
Reviews should be honest, relevant, and based on a real booking. By posting a review, photo, or message, you give LAGO permission to display it to help other guests, while keeping your ownership of your content. Do not post personal information about someone else without permission.
We may remove content that is misleading, abusive, discriminatory, unsafe, unrelated to the booking, or otherwise violates these terms.
9. Changes and contact
We may update these terms when the platform or the law changes. We will post the updated version and change the date above. The version in effect when you book will generally apply to that booking, unless the law requires otherwise.
These terms are intended to be governed by the laws of Ontario and the applicable laws of Canada, while preserving any mandatory consumer protections that apply where you live or where the experience takes place.
Questions about a booking or these terms? Contact LAGO through our Support & Contact page.
Need help? Contact LAGO Support