Partner Terms, Standards & Policy

These terms apply to every business participating in the HausLink ecosystem — accommodation operators listed on HausLink Marketplace and every partner in the HausLink Partner Network. Section 1 (the HausLink Standards) and Section 2 (General Terms) apply to everyone. Section 3 adds the specific terms for your category.

1. The HausLink Standards

The Standards are identical for every property, operator and partner. They are the basis on which HausLink verifies, keeps or removes a partner.

1. Integrity

Honest information, honest pricing, honest availability and honest representation. What a traveller sees is what a traveller gets.

2. Reliability & dependability

Partners do what they say they will do. A confirmed service is a commitment, not an intention.

3. Customer-first service

The traveller experience comes before excuses. Solve the problem first, explain afterwards.

4. Punctuality — no habitual "PNG time"

Being on time and answering quickly are part of the standard, not a bonus. Agreed times are kept; delays are communicated immediately.

5. Accountability & professionalism

Own mistakes, communicate quickly and fix problems. Professional conduct with travellers, staff, HausLink and other partners at all times.

6. Quality over quantity

HausLink would rather work with fewer dependable partners than hundreds that damage the brand. Listing is a privilege earned by performance.

7. Represent PNG well

Every property, operator and partner is an ambassador for Papua New Guinea. Conduct reflects on the whole country, not just one business.

2. General Terms — all partners and operators

Accuracy: all business details, services, pricing, inclusions, exclusions, availability, photos and videos must be accurate, current and owned or licensed by you.
Licensing & compliance: you must hold and maintain every licence, permit, registration, certification and insurance required by PNG law for the services you offer, and provide evidence on request.
Responsiveness: enquiries, bookings and requests must be answered within 24 hours. Repeated non-response is grounds for suspension.
Pricing conduct: no hidden fees, no on-arrival price increases and no charging travellers more than the quoted or published price.
Safety & duty of care: services must be delivered safely, with competent staff, roadworthy or seaworthy equipment and a workable plan when something goes wrong.
Guest data: traveller information may be used only to deliver the requested service. It may never be sold, shared or used for unrelated marketing.
Conduct: harassment, discrimination, intoxication on duty, dishonesty, bribery and any exploitation of travellers, children or staff results in immediate removal.
Independence: partners are independent businesses. HausLink connects, verifies and coordinates — it does not employ partner staff and is not the provider of partner services.
Reviews & feedback: travellers may review services honestly. Pressuring, incentivising or retaliating against reviewers is prohibited.
Verification & review: HausLink verifies, approves, may request changes to and may reject, suspend or remove any profile, service or listing that falls below the Standards.
Changes: HausLink may update these Terms and the Standards. Continued participation after an updated version is published constitutes acceptance.

3. Category-specific terms

The section for your category applies in addition to the Standards and the General Terms. If you operate in more than one category, every relevant section applies.

Accommodation Operators (Properties)

Rooms, facilities, amenities and photos must reflect the property as it is today — no photos of rooms that no longer exist or of another property.
Rates, taxes and extra charges must be published accurately, and confirmed bookings must be honoured at the confirmed rate.
Availability must be kept current. Overbooking, walking a guest without equivalent alternative accommodation, or cancelling a confirmed booking without cause is a serious breach.
Rooms must be clean, secure, lockable, with working lights, water and the advertised power and internet arrangements disclosed honestly.
Check-in and check-out times must be honoured and staffed as published; late arrivals arranged in advance must be accommodated.
Guest safety and privacy must be protected, including secure key control and a clear emergency and after-hours contact.
Booking enquiries received through HausLink Marketplace must be answered within 24 hours, and the applicable HausLink Marketplace commission on completed stays applies as set out in the Marketplace Terms.

Tours & Experiences

Guides must be competent, briefed and physically present for the experience sold — no undisclosed substitution.
Itineraries, durations, difficulty, fitness requirements and what is included or excluded must be stated clearly before booking.
Landowner, village, provincial and site permissions and fees must be arranged and disclosed in advance.
Safety briefings, first aid capability, communications and a documented plan for weather, injury or breakdown are mandatory.
Departures may only be cancelled for genuine safety or force-majeure reasons; travellers are informed immediately and refunded or rescheduled fairly.

Transport & Mobility

Drivers must be licensed, sober, competent and appropriately dressed; vehicles and boats must be registered, insured, roadworthy or seaworthy and clean.
Airport pickups must be at the terminal before the agreed time, with the traveller name clearly displayed and the driver reachable by phone.
Quoted fares are final; waiting time, tolls or extra stops must be disclosed before travel.
Life jackets, spare fuel, communications and a breakdown plan are required for boat and long-distance transfers.
No overloading, no unauthorised additional passengers and no route changes without the traveller’s agreement.

Food & Attractions

Food handling, hygiene and health requirements must be met, with allergen and dietary information given honestly on request.
Published opening hours, menus and entry prices must be accurate and kept current.
Cultural sites and performances must be presented with the consent of, and fair benefit to, the custodian community.

Creators & Media

Only original or properly licensed material may be supplied; usage rights granted to HausLink and to the featured business must be stated in writing.
Consent is required before filming or photographing people, communities, sacred sites or private property; drone flights must comply with PNG aviation rules.
Content must represent the subject truthfully — no misleading edits, borrowed footage or images from other destinations.
Agreed delivery dates and file formats must be met.

Travel Services

Fares, fees, schedules, baggage rules and change or cancellation conditions must be disclosed accurately before payment.
Client funds must be handled responsibly and bookings confirmed with the actual supplier before confirmation is given to a traveller.
Schedule changes, delays and cancellations must be communicated to the traveller and to HausLink without delay.

Tourism Partners & Institutions

Information, statistics and destination guidance shared with HausLink must be accurate and attributable.
Endorsements, logos and joint branding may be used only within the scope agreed in writing.
Community and provincial engagement must be respectful and mutually beneficial.

Security & Traveller Protection

Licensed security operations only, with vetted, trained and identifiable personnel and lawful use of force limits.
Coordination with RPNGC and other authorities where required, and no representation as police or a government agency.
Traveller movements, itineraries and personal details are strictly confidential.
Guaranteed response times and escalation contacts must be real, staffed and answerable 24/7 where advertised.

Medical & Emergency Care

Registered facilities and registered practitioners only, operating strictly within their scope of practice.
Patient confidentiality and medical privacy are absolute; information is shared only with the patient’s consent or where law requires.
Costs, payment requirements and insurance acceptance must be explained before treatment where clinically possible.
HausLink coordinates access to care and is not a medical provider; clinical decisions rest solely with the provider.

Medevac & Emergency Aviation

Valid air operator certification, airworthy aircraft, current crew certification and appropriate medical escort capability are mandatory.
Activation procedures, coverage area, aircraft availability and cost basis must be stated honestly, including known limitations at night or in poor weather.
Every activation and outcome must be documented and shared with the receiving facility and the traveller’s nominated contact.

Visa & Immigration Assistance

Requirements, processing times, fees and the real likelihood of approval must be presented accurately — never guaranteed.
Documents must never be falsified, and no payment may be offered or facilitated to influence an official decision.
Passports and personal documents must be handled securely and returned promptly.

Travel Insurance

Cover, exclusions, limits, deductibles and claim procedures must be disclosed in plain language before purchase.
Only products the partner is licensed or authorised to distribute may be offered.
Claims support must be provided as advertised, with a reachable contact during an incident.

Telecommunications & Connectivity

Coverage, data allowances, speeds, validity periods and activation requirements must be described accurately, including areas with no service.
Registration of SIM or eSIM services must follow PNG regulatory requirements.
Traveller identity documents collected for registration must be protected and not reused for any other purpose.

Airport & Traveller Assistance

Staff must be present before the agreed arrival or departure time, identifiable, and reachable by phone.
Flight changes must be monitored, and the traveller and HausLink informed of any impact immediately.
No unofficial fees, no soliciting travellers outside the agreed service, and no handing a traveller to an unvetted third party.

4. HausLink Commercial Model

Commission applies to completed bookings generated through HausLink. HausLink does not charge partners for receiving enquiries. Booking commission is separate from contracted supplier rates, marketing and visibility products, and HausLink package margin — one does not imply another. Repeat Flow, the Founding Partner Program and promotional campaigns remain separate products.

Accommodation Operator: HausLink booking commission: 5%. Commission applies to completed bookings generated through HausLink.
Tour, Activity, Guide & Cultural Experience Operator: HausLink booking commission: 10%. Commission applies to completed bookings generated through HausLink.
Vehicle Hire, Transfers & Tourism Transport: HausLink booking commission: 10%. Commission applies to completed bookings generated through HausLink. HausLink Admin may approve a negotiated lower rate where required.
Restaurants, Food & Attractions: HausLink commission: 0% by default. No commission applies to normal walk-in or referral visits. For a pre-booked dining experience or a packaged experience, a negotiated commission or contracted net rate may apply.
Content Creators & Media: HausLink commission: 0% by default. HausLink charges creators no commission. Affiliate or referral rewards for confirmed HausLink bookings may be offered separately in future.
Airlines & Travel Services: HausLink commission: 0% by default. Airlines default to 0% unless a negotiated airline or commercial agreement exists. Agent commission, group, net or incentive fares are recorded by HausLink Admin only where agreed.
Strategic & Institutional Partner: HausLink commission: 0%. No HausLink commission applies.
Traveller Care / Operational Supplier: HausLink referral commission: 0%. No HausLink referral commission applies. Commercial arrangements are managed under negotiated supplier/service terms.
Traveller Care / Operational Supplier: HausLink referral commission: 0%. No HausLink referral commission applies. Commercial arrangements are managed under negotiated supplier/service terms.
Traveller Care / Operational Supplier: HausLink referral commission: 0%. No HausLink referral commission applies. Commercial arrangements are managed under negotiated supplier/service terms.
Traveller Care / Operational Supplier: HausLink referral commission: 0%. No HausLink referral commission applies. Commercial arrangements are managed under negotiated supplier/service terms.
Traveller Care / Operational Supplier: HausLink referral commission: 0%. No HausLink referral commission applies. Commercial arrangements are managed under negotiated supplier/service terms.
Traveller Care / Operational Supplier: HausLink referral commission: 0%. No HausLink referral commission applies. Commercial arrangements are managed under negotiated supplier/service terms.
Traveller Care / Operational Supplier: HausLink referral commission: 0%. No HausLink referral commission applies. Commercial arrangements are managed under negotiated supplier/service terms.

5. How HausLink handles breaches

First concern: HausLink raises the issue directly and records it on the partner file.
Repeated or serious concern: the profile is suspended from the public directory while it is reviewed.
Unresolved, dishonest or unsafe conduct: the partner is removed from HausLink and any verification badge is withdrawn.
Immediate removal applies to safety endangerment, dishonesty about money, exploitation, or abandoning a traveller.

6. Acceptance

Partners and operators accept these terms during onboarding by ticking the agreement checkbox. The accepted version is recorded against the partner profile. Where HausLink publishes an updated version, continued participation constitutes acceptance of it.

Questions about these terms: sales@hauslink.online.