These terms apply to everyone using Toudou: visitors, Bookers (customers), and Providers/Organizers (hosts). For hosts, additional host agreements apply in their dashboard.

1. Definitions

Toudou: the company operating the online surprise outing platform "Toudou" (hereafter: "Platform").
Platform: the website(s), app(s), and other online services of Toudou.
Booker / Customer: any consumer or organization booking an Outing or purchasing/using a gift card via Toudou.
Provider / Organizer / Host: the party (company/self-employed) organizing and offering an Outing via Toudou.
Outing: an activity, workshop, experience, or service organized by a Provider, with a (planned) date, location, and price.
Outing Agreement: the agreement established via Toudou between Booker and Provider regarding the Outing.
Direct booking: booking mode where a booking is final immediately after payment.
Reservation (request): booking mode where the Provider must first accept a request before payment is made.
Gift card / Voucher: credit issued by or via Toudou, redeemable on the Platform.
Fee / Commission: the fee Toudou receives per booking from the Provider, as agreed between Toudou and Provider. The commission is withheld from the payout to the Provider.
Payout: the amount Toudou pays out to the Provider after deducting commission and any costs.

2. Applicability

any use of the Platform;
all bookings of Outings made via Toudou;
all relationships between Toudou, Bookers, and Providers, unless expressly agreed otherwise in writing.

For Providers, the host agreement / partner terms shown and digitally accepted in the organizer dashboard also apply. In case of conflict, the host agreement prevails in the relationship between Toudou and Provider.

Deviations from these terms are only valid if expressly agreed in writing with Toudou.

3. Role of Toudou

Toudou operates a mediation platform. Toudou:

facilitates contact and agreements between Bookers and Providers;
is not a party to the Outing Agreement between Booker and Provider;
is not responsible for the execution of the Outing, unless explicitly stated otherwise.

Execution by provider

Toudou is a platform that facilitates bookings. The Provider is responsible for the execution of the Outing. To confirm and reserve your booking, Toudou may share your booking details with the Provider and/or their external reservation system.

Toudou may (via its payment provider, such as Mollie) collect payments on behalf of the Provider and pay them out according to these terms and the host agreement.

Toudou is not a party to the actual execution of the Outing. Toudou is not liable for the (non-)execution, quality, or content of the Outing, except to the extent mandatory law (such as consumer law) provides otherwise.

4. Account, age, and platform use

A personal account is required to book Outings and use certain functionalities. The Booker ensures that all information in the account is correct and up to date.

The Booker declares to be authorized to make bookings. For outings with a minimum age requirement (e.g., alcohol-related activities), the Booker declares that all participants meet this age requirement.

It is not permitted to use the Platform for:

fraud, deception, or making false bookings;
systematically bypassing Toudou (e.g., booking "under the table" to avoid commission);
uploading or distributing illegal, discriminatory, or otherwise unlawful content.

Toudou may block or delete accounts in case of abuse, suspected fraud, or other serious undesirable use.

5. Offer, prices, and VAT

The offer and description of Outings are provided by the Providers. Toudou strives to display the offer as accurately as possible but cannot completely exclude errors or inaccuracies.

Prices that Bookers see on Toudou are inclusive of VAT, unless explicitly stated otherwise for the Outing.

With Direct booking, the price shown on the Platform is charged. With Reservation (request), the final price may fall within a pre-indicated range if configured. The final price is clearly shown and confirmed before payment.

Obvious errors or mistakes in the offer or prices (e.g., a clearly unrealistic price) do not bind Toudou and the Provider. In such cases, the booking can be canceled or adjusted; Toudou will then work with Booker and Provider to find a reasonable solution (e.g., rebooking or refund).

For Outings related to leisure activities on a specific date or period, there is often no statutory right of withdrawal for consumers (no standard "14-day cooling-off period"), insofar as permitted under applicable law. The cancellation policy described below is then leading. This also applies to additional services directly linked to a specific Outing, such as paid add-ons (including but not limited to Flex Ticket, Good Weather Guarantee, and Hint by email), to the extent legally permitted.

6. Booking modes

Direct booking

The Booker selects a date/time, number of people, and any options.
The Booker pays for the Outing directly via Toudou.
After successful payment, the Booker receives a booking confirmation with practical information.
The booking is immediately final (subject to technical errors as mentioned above).

Reservation (request)

The Booker submits a booking request via Toudou.
The Provider must accept this request within the indicated time frame (e.g., within 24 hours; Toudou may operationally use a shorter window, such as 60 minutes).
The Booker only pays after acceptance via a payment link or via the Platform.
If the request is not accepted (in time), the request automatically expires and no booking is established.
Toudou may approach multiple suitable Providers for the same request (e.g., on busy dates). In that case, the first Provider who accepts gets the booking ("first-accept wins"), within the boundaries of agreements with Providers.

7. Cancellation, changes, and no-show (Bookers)

Unless stated otherwise for a specific Outing (in which case that applies), Toudou uses the following standard policy without Flex Ticket:

Up to 4 days (96 hours) before start: 100% of the paid amount is refunded to the Booker or – if indicated in the booking flow – converted into Toudou credit.
24–96 hours before start: in principle no refund. In consultation with Toudou and the Provider, the date can be rescheduled once; Toudou and/or the Provider may charge a reasonable change or administrative fee.
< 24 hours before start or no-show: in principle no refund and the Outing cannot be rescheduled free of charge, unless Toudou and/or the Provider decide otherwise out of courtesy.

Providers may apply a stricter cancellation policy than the minimum described above (e.g., longer periods), as long as this is clearly communicated via the Platform or in the quote. They may not apply a more lenient policy at Toudou's expense unless Toudou agrees.

Changes (e.g., a date or time change) are always in consultation with Toudou and the Provider. Any additional costs will be made known in advance.

If the Provider cancels or significantly changes the Outing (e.g., due to closure, illness, or force majeure), Toudou will work with Booker and Provider to reach a reasonable solution, such as:

an alternative Outing, or
(partial) refund.

Insofar as the cause lies with the Provider (e.g., by not keeping availability up to date or a double booking), Toudou will in principle place the damage with the Provider, in accordance with the host agreement.

For large groups (20+ people) and custom surprises (e.g., from €100 p.p.), different, often stricter cancellation conditions may apply. These are then explicitly stated in the quote and/or booking flow and take precedence over the standard policy above.

Flex Ticket (paid add-on)

For certain Outings, the Booker can choose a "Flex Ticket" as a paid add-on during booking. The content and price of the Flex Ticket are clearly displayed in the booking flow. Unless stated otherwise in the booking flow or for the specific Outing, the following applies with a valid Flex Ticket in addition to the standard policy of article 7:

Up to 24 hours before the start of the Outing: The Booker may reschedule the booking once free of charge to another available date or choose Toudou credit up to the amount paid for the Outing. After conversion to Toudou credit, the original booking expires.
Within 24 hours before start or no-show: The Flex Ticket gives in principle no additional right to refund or rescheduling. Toudou may in individual cases, within reason, deviate and offer an alternative date or (partial) credit, but gives no firm guarantee.

The Flex Ticket does not change the contractual relationship between Booker and Provider, other than as described above. The Flex Ticket is not an insurance product but an additional booking option that increases flexibility around changes and credit.

Good Weather Guarantee (paid add-on)

For certain Outings, the Booker can choose a "Good Weather Guarantee" as a paid add-on during booking. This option is especially intended for Outings where weather has a clear impact on the experience. The exact content and price are shown in the booking flow. Unless stated otherwise, the following applies:

Toudou assesses based on reasonable weather forecasts (e.g., KNMI or comparable sources) whether the expected weather is so bad that the chosen Outing is significantly affected.
If Toudou deems this to be the case, Toudou will contact the Booker in time and offer one of the following solutions: (a) free rescheduling of the Outing to another date, or (b) an alternative (preferably indoor) Outing of comparable nature and value, in consultation with the Booker.
If the Booker refuses the alternative or new date offered by Toudou without reasonable grounds, the right arising from the Good Weather Guarantee lapses and the standard cancellation policy applies.

The Good Weather Guarantee does not give an independent right to cash payment. The option is intended as extra flexibility within the possibilities of Toudou and the Providers.

Paid add-ons (including Hint by Email)

During booking, the Booker can select one or more paid add-ons, such as but not limited to "Hint by email", Flex Ticket, and Good Weather Guarantee. The content and price of these add-ons are described in the booking flow.

Unless stated otherwise for a specific add-on, the following principles apply:

Add-ons are linked to the booking of the Outing and cannot be used or transferred separately.
Upon cancellation of the Outing, add-ons generally follow the booking's cancellation policy, with the understanding that add-ons that have already been (fully or largely) delivered will not be refunded separately. Example: if the Booker has chosen "Hint by email" and the hint email(s) have already been sent, there is no right to refund the costs of this add-on.
Toudou may in individual cases, within reason, decide to offer (partial) credit or another solution, but is not obliged to do so.

8. Payment, payment methods, and refunds

Payment via Toudou is done through reliable services such as Mollie or other supported payment providers.

With Direct booking, the Booker pays directly during booking (e.g., via iDEAL or credit card). With Reservation, the Booker pays after acceptance of the request.

Any refunds (full or partial) are processed within 5-10 business days via the same payment method used for payment. Banks and card issuers may take several business days before a refund is visible in your account.

In case of chargebacks, suspected fraud, or abuse, Toudou may:

offset amounts with outstanding payouts to Providers;
cancel bookings;
block accounts or conduct further investigation.

9. Gift cards & vouchers

Unless stated otherwise on the gift card/voucher, the following applies:

Validity: gift cards and vouchers are valid for 2 years from the issue date. Toudou may voluntarily offer a longer validity.
Use: redeemable on the Platform for available Outings; not redeemable for cash. Remaining value remains available within the validity period.
Loss/expiration: loss, theft, or expiration of validity does not give a right to replacement or payment, unless mandatory law provides otherwise. Toudou will try to accommodate in individual cases within reason (e.g., limited extension) but gives no firm guarantee.
Cessation of activities: should Toudou (temporarily) cease its activities, Toudou will make reasonable efforts to still honor existing gift cards as much as possible, but cannot give an absolute guarantee, except for what mandatory law prescribes.

10. Responsibilities & liability

Provider responsibility

The Provider is responsible for the safe execution of the Outing, the correct permits, insurance, correct VAT handling, and accurate information on the Platform (location, duration, minimum age, risks, etc.).

The Provider keeps availability up to date to prevent double bookings, as further elaborated in the host agreement.

Booker and participant responsibility

The Booker ensures that all participants are suitable for the chosen Outing (e.g., in terms of age, physical demands, health risks).

Participants follow reasonable instructions from the Provider, including regarding safety, clothing, alcohol consumption, and behavior.

If something goes wrong due to the Provider (e.g., double booking)

If an Outing cannot proceed due to an error or shortcoming on the Provider's side (e.g., because availability was not up to date and a double booking occurred), Toudou will work for the Booker to:

find a suitable alternative, or
arrange (partial) refund.

The financial consequences can be attributed to the Provider by Toudou (behind the scenes), in accordance with the host agreement.

Toudou liability

Toudou is only a platform and intermediary. Toudou is not liable for the execution of the Outing by the Provider, except to the extent mandatory consumer law provides otherwise.

To the extent Toudou is nevertheless liable, that liability is limited to:

direct damage that is the direct result of a demonstrable and attributable shortcoming of Toudou, and
up to a maximum of the amount paid by the Booker for the relevant Outing, or – at Toudou's discretion – free rebooking of a comparable Outing.

Toudou is not liable for indirect damage such as consequential damage, lost profit, or missed revenue.

These limitations leave mandatory consumer rights intact.

11. Reviews, content, and intellectual property

Bookers can leave a review after the Outing. Reviews must:

be honest, factual, and respectful;
not contain discriminatory, offensive, or defamatory content.

Toudou may moderate reviews (e.g., intervene in case of abuse, profanity, or privacy-sensitive information) but is not obliged to check every review in advance.

All texts, images, logos, and other content on the Platform are protected by intellectual property rights of Toudou or third parties.

Providers grant Toudou a non-exclusive license to use their name, logo, outing description, and imagery for displaying the offer and for reasonable promotional purposes (e.g., on the website, in newsletters, and on social media), as further elaborated in the host agreement.

12. Privacy and data processing

Personal data of Bookers and Providers is processed in accordance with Toudou's Privacy Policy, as published on the Platform.

Toudou acts as data controller for the data it needs to provide the Platform and matching.

Providers only receive the personal data of participants necessary for executing the Outing. Providers process this data as separate controllers and must themselves comply with applicable privacy legislation (such as the GDPR).

More information about what data is processed, for what purposes, and what rights you have can be found in the Privacy Policy.

13. Complaints

Complaints about the Outing itself should first be reported to the Provider so they can assess and resolve the complaint.

In addition, complaints about the Platform, the booking process, or the handling of complaints can be reported to Toudou via support@toudou.world. Please do this preferably within 14 days after execution of the Outing or after discovering the problem.

Toudou generally responds to complaints within 3 business days and will, where appropriate, mediate between Booker and Provider. Toudou can facilitate (partial) refunds or other solutions on behalf of the Provider without being obliged to financially compensate every complaint.

If you disagree with the handling, you can – as a consumer – also submit a complaint to the competent supervisory authority or submit a dispute to a court.

14. Force majeure

Force majeure means: any circumstance over which a party reasonably has no control and which prevents or seriously hinders the fulfillment of obligations, such as:

extreme weather conditions, natural disasters;
pandemics, government measures, strikes;
power outages, disruptions in internet or payment traffic;
fire, flooding, or other calamities.

In case of force majeure on the part of Toudou, Provider, or Booker, obligations (such as the execution of the Outing) are suspended for the duration of the force majeure, or – if performance becomes permanently impossible – the agreement can be dissolved without liability, with as much respect as possible for consumer rights. Parties will reasonably seek an appropriate solution (e.g., rescheduling or voucher).

15. Changes, language, and validity

Toudou may change these Terms and Conditions from time to time. The most recent version is always available on the Platform, with the date of the last change.

For new bookings, the terms as published on the Platform at the time of booking always apply. For bookings already made, the version that applied at the time of booking applies in principle, unless a change is necessary due to legislation or government regulations.

If a provision in these terms is declared invalid or unenforceable, the remaining provisions remain in full force. The invalid provision is then replaced by a provision that approximates the intention of the original provision as closely as possible.

Toudou primarily targets the Dutch market but may also serve international guests. These terms are drawn up in Dutch; in case of differences between translated versions and the Dutch version, the Dutch text prevails, except for mandatory law in the consumer's country.

16. Applicable law and competent court

Dutch law applies to these Terms and Conditions, the use of the Platform, and all legal relationships arising from it, unless mandatory law provides otherwise.

Disputes that cannot be resolved in mutual consultation will – to the extent legally permitted – be submitted to the competent court in the district where Toudou is established (currently Amsterdam).

Contact

Toudou
E-mail: support@toudou.world
Website: https://www.toudou.world

Toudou Terms & Conditions