Terms of Service

1. Acceptance of Terms

By accessing or using Tayoly ("the Platform"), you agree to be bound by these Terms of Service ("Terms"). If you do not agree to these Terms, you must not use the Platform. We may update these Terms from time to time; continued use after changes constitutes acceptance of the revised Terms.

2. Service Description

Tayoly is a marketplace platform that connects multilingual speakers ("Guides") with people seeking language guidance ("Seekers") for both online and in-person support. The Platform facilitates matching, communication, scheduling, and payment processing between Guides and Seekers.

Tayoly acts as an intermediary marketplace. We do not employ Guides, nor do we directly provide language guidance services. Guides are independent service providers responsible for the quality of their own services. Tayoly's role is to facilitate connections, process payments, and provide safety features.

The Platform supports six categories of guidance: Tourist Guide, Hospital Accompaniment, Shopping Translation, Life Admin, Language Learning Partner, and Quick Help. Both online and in-person engagements are supported.

3. User Accounts

3.1 Registration

You must be at least 18 years old to create an account. You may register using an email address and password, or through a supported social login provider (Google, LINE, Apple). You agree to provide accurate and complete information during registration and to keep your account information current.

3.2 Identity Verification

Tayoly uses progressive identity verification to build trust:

• Tier 0 -- Email and social login verification (required for all users at registration)
• Tier 1 -- Phone number verification via SMS OTP (required before first booking)
• Tier 2 -- Government ID and passive selfie liveness check via Stripe Identity (required for Guides before first in-person engagement; incentivized for Seekers)

You agree to complete the required verification tier for your intended use of the Platform. Providing fraudulent identity documents or impersonating another person is grounds for immediate account termination.

3.3 Account Security

You are responsible for maintaining the security of your account credentials. You must not share your password or allow others to access your account. Notify us immediately at support@tayoly.com if you suspect unauthorized access to your account.

4. User Conduct

When using the Platform, you agree to:

• Treat all users with respect and professionalism
• Provide accurate information in your profile, bookings, and reviews
• Communicate only through the Platform's messaging system (do not exchange personal contact information outside the Platform)
• Comply with all applicable local, national, and international laws
• Not use the Platform for any unlawful, harassing, discriminatory, or fraudulent purpose
• Not attempt to circumvent Platform fees by arranging direct payments outside the system
• Not create multiple accounts or use automated tools to access the Platform

Violations of these rules may result in progressive discipline: warnings, temporary suspension, mandatory policy review, or permanent account termination.

5. Engagements and Bookings

5.1 Request-to-Book Model

All engagements use a Request-to-Book process. Seekers send booking requests describing their needs, preferred schedule, and meeting details. Guides review requests and may accept, decline, or propose modifications. An engagement is confirmed only when both parties agree to the terms.

5.2 Request Board

Seekers may post requests on the public Request Board. Posts include the task category, language pair, preferred date and time, location (for in-person tasks), and description. Guides may respond to board posts. Accepting a response creates an engagement subject to these Terms.

5.3 Cancellation

Before payment capture, either party may cancel freely. After payment has been captured, cancellation policies apply based on timing. We encourage rescheduling over cancellation. Repeated cancellations may affect your account standing and matching visibility.

5.4 Completion

After a session, both parties are asked to confirm completion. If both confirm (or after a timeout auto-accept period), the engagement is marked as completed and payment is released. Either party may raise a dispute before completion confirmation.

6. Payments

6.1 Payment Processing

All payments are processed through Stripe Connect. By using the Platform, you agree to Stripe's Connected Account Agreement and Stripe's Terms of Service. Accepted payment methods include credit/debit cards, PayPay, and bank transfers.

6.2 Escrow Model

Tayoly uses an escrow payment model. When a Seeker books an engagement, the payment amount is captured and held by the Platform through Stripe. Funds remain in escrow until the engagement is completed and confirmed. The escrow lifecycle follows this sequence:

1. Payment is authorized and captured at booking confirmation
2. Funds are held in escrow during the engagement
3. Upon completion confirmation (by both parties or auto-accept timeout), the transfer to the Guide is scheduled
4. The Platform commission is deducted and the remaining amount is paid out to the Guide's connected Stripe account

6.3 Platform Commission

Tayoly charges a percentage-based commission on each completed engagement. The commission rate is displayed before booking confirmation. The commission is deducted from the Guide's gross payment before payout.

6.4 Refunds

Refund eligibility depends on the cancellation timing and the circumstances. Pre-service cancellations may qualify for full or partial refunds. For disputed engagements, refunds are determined through the dispute resolution process described in Section 9.

6.5 Guide Payouts

Guides must set up a Stripe Connected Account and provide valid bank account details to receive payouts. Payouts are processed automatically after engagement completion. If a payout fails (e.g., invalid bank details), the Guide's payout capability may be temporarily restricted until the issue is resolved.

7. Safety Obligations

7.1 In-Person Safety Features

For in-person engagements, the Platform provides safety features including geofence check-in/check-out, Share My Trip secure links, and masked communications. While we strongly recommend using these features, the safety of in-person meetings ultimately depends on the judgment and actions of both participants.

7.2 Meeting Locations

In-person sessions should take place in public, well-trafficked locations. The Platform recommends safe meeting points such as cafes, train stations, and other public spaces. Users should not meet at private residences for initial engagements.

7.3 Masked Communications

All user-to-user communication must occur through the Platform's messaging system. Personal phone numbers, email addresses, and social media accounts should not be exchanged. The Platform masks all personal contact information to protect user privacy and safety.

7.4 Safety Reporting

If you experience or witness a safety concern during an engagement, you must report it using the Safety Report feature. Safety reports are distinct from quality reviews and are treated with higher priority. Filing a safety report triggers an investigation by our team. False safety reports may result in account restrictions.

7.5 Platform Duty of Care

Tayoly acknowledges its duty of care (善管注意義務) to provide reasonable safety measures for users. This includes identity verification, safety features, and responsive investigation of safety reports. However, Tayoly cannot guarantee the conduct of individual users and is not liable for the actions of Guides or Seekers beyond the scope of its duty of care.

8. Reviews and Ratings

8.1 Double-Blind Review System

After each completed engagement, both the Guide and Seeker may submit a review. Reviews are double-blind: neither party can see the other's feedback until both have submitted their reviews or until the 14-day review window expires. This prevents retaliation and encourages honest feedback.

8.2 Review Integrity

Reviews must be tied to a verified, completed engagement (identified by a transaction ID). Each user may submit one review per engagement. The following are prohibited:

• Incentivized reviews (offering compensation for positive reviews)
• Review gating (selectively soliciting reviews based on expected sentiment)
• Fake reviews (submitting reviews for engagements that did not occur)
• Retaliatory reviews (submitting negative reviews in response to the other party's feedback)

These rules comply with FTC guidelines on endorsements and reviews.

8.3 Bifurcated Feedback

Quality reviews (rating the service experience) are separate from safety reports (reporting safety concerns). A poor quality review does not constitute a safety report, and vice versa. Both types of feedback serve different purposes and are handled through different processes.

9. Dispute Resolution

9.1 Dispute Process

If a dispute arises regarding an engagement, either party may initiate the dispute resolution process before confirming completion. The process involves:

1. The disputing party submits a dispute with supporting details
2. Both parties are invited to provide evidence and their account of events
3. The Platform reviews the evidence and makes a determination
4. The resolution may result in a full refund to the Seeker, full payment to the Guide, or a split settlement

9.2 Chargebacks

If a Seeker initiates a chargeback through their payment provider, the Platform will attempt to resolve the matter through Stripe's dispute process. Guides should respond to chargeback notifications promptly and provide relevant evidence. Pending transfers may be reversed during chargeback investigations.

10. Intellectual Property

The Platform, including its design, features, content, and underlying technology, is owned by Tayoly. You may not copy, modify, distribute, or reverse-engineer any part of the Platform without our prior written consent.

Content you submit to the Platform (profile information, reviews, messages) remains yours, but you grant Tayoly a non-exclusive, worldwide license to use, display, and distribute this content as necessary to operate the Platform.

11. Limitation of Liability

To the maximum extent permitted by applicable law, Tayoly is not liable for:

• The quality, accuracy, or reliability of services provided by Guides
• Loss or damage arising from interactions between users, except where caused by a breach of our duty of care
• Indirect, incidental, or consequential damages arising from use of the Platform
• Service interruptions, data loss, or technical failures beyond our reasonable control

Nothing in these Terms limits liability for fraud, gross negligence, or any liability that cannot be excluded under applicable law. Our total liability for any claim shall not exceed the fees paid by you to the Platform in the 12 months preceding the claim.

12. Account Termination

You may close your account at any time by contacting support@tayoly.com. Outstanding engagements and payment obligations must be resolved before account closure.

We may suspend or terminate your account for violations of these Terms, including but not limited to: providing false identity information, repeated cancellations, safety violations, fraud, or harassment. Our progressive discipline process includes warnings, temporary suspensions, mandatory policy review, and permanent termination. Immediate termination without prior warning may apply in cases involving fraud, serious safety violations, or illegal activity.

Upon termination, certain data will be retained as required by law (see our Privacy Policy for retention periods).

13. Governing Law

These Terms are governed by the laws of Japan. Any disputes arising from these Terms or your use of the Platform shall be subject to the exclusive jurisdiction of the Tokyo District Court as the court of first instance.