Operator Terms

These terms apply when you create a heycupo operator account and use heycupo to take bookings for the experiences, tours, rides or trips your business offers. By clicking "I agree" at sign-up, or by continuing to use your account after a new version is published, you accept these terms.

1. What heycupo provides

heycupo provides software that lets you:

Publish your experiences on booking pages your customers visit directly.
Receive bookings with party size, contact details and payment where applicable.
Take payments through our payment processor, in your own currency, with automatic conversion at the processor's rate when a customer pays in their own currency.
Run the operational side of each trip. Today's manifest, QR ticket scanning, no-show handling, boarding and trip completion.
Issue refunds, charge no-show fees and manage cancellations per the policy you set per experience.
Track your business metrics: bookings, guests, revenue, occupancy.

heycupo is booking infrastructure. We do not send you customers. We do not list your experiences in a marketplace or a search directory. We do not decide which operators our users see. You bring your own customers, through your website, Instagram, Google Maps, hotel partners, flyers or word of mouth, and use heycupo as the rail between them and your trips.

2. Your responsibilities as an operator

You are the business running the actual experience. That means:

You are the merchant of record for every payment made to you through heycupo. heycupo facilitates payments through our payment processor, but the contract with the customer for the experience is yours, the money lands in your merchant account (minus fees), and the tax and invoicing obligations to your customer are yours.
You are responsible for the experience itself: safety, equipment, guides, drivers, vehicles, insurance, licences, permits and regulatory compliance in the jurisdictions you operate in.
You are responsible for your own tax compliance: VAT, income tax, local business registration, reporting of cash and card revenue, and invoicing your customers per your local law. heycupo gives you a monthly statement of the platform fees you paid and the card revenue processed, but heycupo does not file your taxes.
You are responsible for honest representation: the photos, description, meeting point, duration, price and capacity you publish on your heycupo booking pages must match what you actually deliver.
You are responsible for customer service: responding to questions, handling rescheduling requests, issuing refunds per your cancellation policy and cooperating with heycupo on dispute responses.
You are responsible for your merchant account: completing KYC, keeping it in good standing, responding to the processor's own compliance checks and not using it for activities outside what you published on heycupo.

Nothing in these terms makes heycupo an employer, agent or partner of yours. You are an independent business using software.

3. Fees

heycupo makes money two ways:

3.1 Plan fees

You pick a plan when you sign up:

Free: limited experiences, vehicles, team members and bookings per month as shown on the Pricing page. No monthly fee.
Pro and Fleet: higher limits, paid monthly or annually. Prices and limits are on the Pricing page, and you see the exact amount before you upgrade.

If you are a Free operator, you never see a monthly charge from heycupo.

3.2 Commission on card payments

heycupo takes a commission, currently 7%, on every payment a customer makes to you online by card through heycupo. This is the fee for using the payment rail.

heycupo takes 0% commission on:

Cash bookings (no money moves through a card).
No-show fees captured under the card-guarantee payment model.
Cancellation refunds and chargebacks.

The 7% commission is deducted automatically from each card payment before the net amount lands in your merchant account. You see the commission on your heycupo statement and on the underlying transfer from the payment processor.

heycupo may change its commission rate with at least 60 days' notice before a new rate applies to new bookings. Bookings already made continue at the old rate.

3.3 Payment processor fees

The payment processor charges its own processing fees on every card payment, separately from the heycupo commission. Those fees are set by the processor and visible in your processor dashboard. heycupo does not take a share of them.

3.4 Chargebacks

If a customer disputes a card payment, the payment processor's chargeback process applies. The processor typically holds the disputed amount plus a dispute fee until the case is resolved. heycupo refunds the commission on the disputed amount if the dispute is resolved against you (i.e. the customer wins). heycupo keeps the commission if the dispute is resolved in your favour.

heycupo will assemble and submit the standard dispute evidence bundle on your behalf (the booking record, the terms the customer agreed to, timestamps, boarding and completion logs, communication history). Additional evidence specific to the experience, for example photos, driver logs or incident reports, is yours to provide and heycupo will include anything you send.

4. Data, and who owns what

Your operator data (your business profile, experiences, schedules, team members, operational settings) is yours. heycupo stores it, processes it to run the service, and does not use it for anything else. You can export it at any time via the account settings. On termination, heycupo will provide a JSON export on request.

Your customer data (the contact details, booking records and payment metadata of the people who book with you) is also yours, with an important caveat. Under EU GDPR and similar laws, heycupo is a data processor and you are the data controller for your customers' personal data. That means:

heycupo processes customer data only to run the bookings (sending confirmation emails, handling payments, logging boarding events) and per your instructions through the product.
You must have a lawful basis for collecting each customer's data (typically "performance of a contract", the booking itself).
You must respond to customer rights requests (access, deletion, portability) as the controller. heycupo will help you execute them in the product when asked.
You may not use the customer data heycupo stores for purposes other than operating the bookings the customer made, unless you have a separate lawful basis, for example an explicit marketing opt-in you collected yourself.

heycupo's privacy posture and subprocessors are listed in the Privacy Policy. Reading it and passing the relevant details on to your own customers (via your own privacy notice, if you have one) is part of being a data controller.

5. Your content

Experience titles, descriptions, photos, meeting points and terms. Everything you publish on a heycupo booking page stays yours. You grant heycupo a worldwide, non-exclusive, royalty-free licence to store it, display it on your booking pages and show it in product screenshots of your own account. heycupo does not publish your experiences anywhere you haven't explicitly configured. No marketplace, no search directory.

You are responsible for making sure you have the rights to the content you upload. Don't upload photos you don't have permission to use, don't publish experiences for businesses you don't own, and don't use heycupo to sell activities that are illegal in the jurisdictions you operate in.

6. Acceptable use

The short version: run a legitimate adventure, transport or activity business, and you'll be fine. The specific things that can get your account suspended or terminated:

Using heycupo to sell activities that are illegal where you operate (prostitution, drugs, wildlife trafficking, unlicensed regulated services and similar).
Systematically misrepresenting your experiences (fake photos, fake meeting points, fake prices, bait-and-switch).
Using the payment rail to launder money or structure payments to evade financial reporting.
Using heycupo's infrastructure to harass customers, spam or scrape data at scale.
Bypassing heycupo's commission by funnelling card payments you took through heycupo into your own separate merchant account.
Repeated serious violations of heycupo ToS or the payment processor's Connect terms.

heycupo reserves the right to suspend or terminate accounts that violate this section. For non-severe cases heycupo will contact you first and give you a chance to fix it. For severe cases (fraud, illegality, danger) heycupo will suspend immediately and handle notice after.

7. Uptime, warranties, limitation of liability

heycupo makes best effort to keep the service available, but does not provide a formal SLA in v1 of these terms. No money-back-for-downtime credits, no five-nines guarantee. If the service is down, it's our top priority to fix, but your legal recourse is not a product warranty on uptime.

The service is provided "as is". heycupo disclaims all implied warranties (merchantability, fitness for a particular purpose, non-infringement) to the maximum extent permitted by law.

heycupo's total liability to you, for any claim arising out of or connected to your use of the service, is capped at the greater of (a) €500 or (b) the amount you paid heycupo in platform fees and commission in the 12 months preceding the claim. This cap applies in aggregate across all claims, not per claim.

heycupo is not liable to you for:

Loss of bookings, revenue or opportunity arising from downtime, bugs or third-party service outages (payment processor, database, edge network, email providers).
Chargebacks, refunds or no-show fees that don't capture. You bear the risk of your own payment outcomes.
Actions heycupo takes in good faith to comply with the law, including suspending your account on a regulator's order.
Anything a customer does or fails to do. Showing up, paying, complaining or suing you.

Nothing in this section excludes liability that cannot lawfully be excluded. Gross negligence, wilful misconduct, death or personal injury caused by heycupo's negligence, or rights under mandatory consumer law if you are somehow deemed a consumer.

8. Termination

You can close your account any time from your account settings. Your active bookings continue to run (we don't cancel customer bookings on your account closure), and your merchant account keeps flowing for those bookings. After the last active booking is complete, heycupo ceases processing and retains your data per the retention schedule in the Privacy Policy.

heycupo can terminate or suspend your account with 30 days' notice for convenience, or immediately for cause (Section 6). On termination for convenience, heycupo will provide a JSON export of your data on request and will continue processing active bookings through to completion.

On termination by either side, heycupo refunds any prepaid plan fees for periods after the termination date, prorated. Commission already earned on bookings is not refundable.

9. Changes to these terms

heycupo may update these terms. For changes that reduce your rights or increase your fees, heycupo will give you at least 30 days' notice before the new terms apply. For clarifications, typo fixes or additions that don't reduce your rights, the update takes effect immediately and you'll see a notice at your next login.

You can reject a new version by closing your account within the notice period. Continued use after the notice period means you accept the new version.

10. Governing law and disputes

These terms are governed by Portuguese law. Any dispute arising out of these terms that cannot be resolved by direct discussion is subject to the exclusive jurisdiction of the courts of Lisbon, Portugal.

If you are based in another EU country and are somehow deemed a consumer, your local consumer-protection jurisdiction rules override this clause. That is EU law, not a drafting choice.

11. The rest

Entire agreement: these terms plus the Privacy Policy plus any plan-specific terms you agreed to at upgrade form the whole agreement between you and heycupo. Verbal statements by heycupo staff, marketing copy on the landing page and features described in the documentation are not contractual unless they also appear in one of those documents.
Severability: if any clause is unenforceable, the rest still applies.
Assignment: you may not assign these terms to anyone else. heycupo may assign to a successor entity, for example on acquisition or restructuring, and will tell you when it happens.
No waiver: if heycupo doesn't enforce a clause against you once, that's not permission to violate it forever.
Force majeure: neither side is liable for delays or failures caused by events beyond reasonable control.
Notices: heycupo sends notices to the contact email on your account. You send notices to the heycupo email in your account settings.

heycupo. Lisbon, Portugal. Last updated: version v1, effective 2026-04-13.