Terms of use
Last updated : 2026-07-28
Terms of Use — Fenua'p
Last updated: July 2026 — effective upon publication in the Application.
1. Purpose and acceptance
These terms of use (the "Terms") govern access to and use of the Fenua'p application (the "Application"), a platform connecting users (the "Customers") with independent providers (the "Providers") offering transport, food and delivery, accommodation and activity services in French Polynesia. Creating an account or using the Application constitutes full and unreserved acceptance of the Terms. If you do not accept them, you must refrain from using the Application.
2. Fenua'p's role — intermediation platform
Fenua'p acts solely as a technical intermediary that connects the parties. Fenua'p is neither a carrier, nor a restaurateur, nor an accommodation provider in the hotel sense, nor an activity organizer: each service is entered into directly between the Customer and the relevant Provider, who alone bears responsibility for its performance. At no point does Fenua'p become a party to the service contract.
3. Accounts
3.1. Creating an account requires a valid email address and accurate information, which you undertake to keep up to date. 3.2. The account is personal; you are responsible for the confidentiality of your credentials and for any activity carried out from your account. Any fraudulent use must be reported without delay through the in-app support. 3.3. You may delete your account at any time from the Application (Settings); deletion entails erasure of data under the conditions set out in the Privacy Policy.
4. Services and orders
4.1. The descriptions, availability, photographs and ratings displayed are provided by the Providers under their own responsibility. 4.2. A request (ride, order, booking) constitutes an offer by the Customer, which the Provider remains free to accept or decline. The service contract is formed at the moment the Provider accepts. 4.3. The Customer undertakes to be present at the agreed place and time, to provide accurate address information, and to behave respectfully towards Providers.
5. Prices, fees and payment
5.1. Prices are displayed in Pacific francs (F CFP), inclusive of all taxes where applicable. 5.2. For taxi rides, the prices applied do not exceed the maximum rates set by the regulations in force in French Polynesia (order No. 1540 CM of 6 September 2023 for Tahiti and Moorea), including regulatory surcharges and supplements. 5.3. Payment is made using the methods offered in the Application at the time of the request: payment in cash to the Provider or by bank card, as well as any other electronic payment method offered. The available payment methods are indicated before confirmation. 5.4. Where an electronic payment is used, it may be processed by a licensed payment services provider; the funds corresponding to the service are remitted to the Provider in accordance with the conditions of that provider. 5.5. Service, delivery and/or booking fees may apply; their amount is displayed in the Application before any ride, order or booking is validated. Fenua'p may change the nature and amount of these fees, the information being provided in the Application before any transaction and without retroactive effect on transactions already confirmed. 5.6. A summary receipt for each service is available in the Application and issued in accordance with the applicable regulations.
6. Cancellations
6.1. Cancellation conditions are displayed before confirmation. Unless stated otherwise: a request that has not yet been accepted may be cancelled free of charge; after acceptance, the Customer and the Provider endeavour to notify each other as soon as possible via the Application. 6.2. If the Provider cancels (including due to weather or force majeure), the Customer is informed in the Application together with the reason; no amount is due for a service that was not performed and not paid for, and any amount already paid by electronic payment is refunded. 6.3. Abusive or repeated cancellations, in either direction, may result in suspension of the account.
7. Prohibited conduct
The following are prohibited in particular: using the Application for unlawful purposes; payment or identity fraud; circumventing the platform to the detriment of its safety mechanisms; abusive, discriminatory or dangerous statements or conduct; any interference with the operation of the Application (mass extraction, reverse engineering, obstruction). Fenua'p may suspend or terminate the account of an infringing user, after notice except in cases of urgency.
8. Reviews
Reviews may only be submitted following a service actually performed through the Application. They must be honest and respectful. Fenua'p may remove a review that is manifestly fraudulent, abusive or unrelated to the service.
9. Liability
9.1. Fenua'p uses reasonable means to ensure the availability and security of the Application, without any guarantee that it will be free of interruption. 9.2. Fenua'p may not be held liable for the performance of the services, which is the exclusive responsibility of the Providers, nor for indirect damages. 9.3. Nothing in these Terms excludes any liability that may not be limited by law.
10. Identity verification
10.1. For bookings that expose a Provider to a risk of material damage — in particular accommodation and vehicle rental — Fenua'p may make confirmation conditional on prior verification of the User's identity. 10.2. Verification relies on providing a valid official identity document (national identity card, passport or residence permit) and, where applicable, a verification photograph. The surname, given names and date of birth declared must match exactly those shown on the document. 10.3. The User warrants the accuracy of the information and documents provided. Providing a forged document, or one belonging to a third party, is a serious breach justifying immediate suspension of the account, without prejudice to legal proceedings. 10.4. Documents are stored securely with restricted access, for the sole purposes of fraud prevention and dispute handling, under the conditions and for the periods set out in the Privacy Policy. 10.5. Where verification does not succeed, the booking concerned may be refused. No sum is payable on that basis.
11. Damage, security deposit and claims
11.1. The User is liable for damage caused, directly or by the persons they host or accompany, to property made available by a Provider (accommodation, vehicle, equipment), beyond normal wear and tear. 11.2. The Provider may require a security deposit. Its amount and the terms for its return are disclosed to the User before booking. Fenua'p neither collects nor holds this deposit: it is settled directly between the User and the Provider. 11.3. Any damage claim must be reported within seventy-two (72) hours of the end of the service, through the Application's messaging, together with supporting evidence (dated photographs, report, quotation). 11.4. Fenua'p acts as an intermediary: it may put the parties in contact, pass on the evidence provided and suspend an account in the event of manifest or repeated abuse. It does not stand in for the parties and does not arbitrate the dispute. 11.5. Failing an amicable agreement, the dispute lies between the User and the Provider, under the conditions of article 15.
12. Intellectual property
The Application, its visual identity, its trademarks and its content (excluding user and Provider content) are protected. Any unauthorized reproduction is prohibited. The cultural motifs used in the Application are drawn from public-domain heritage sources, credited in the "Licenses & attributions" section.
13. Personal data
The processing of personal data is described in the Privacy Policy, accessible in the Application, which forms an integral part of these Terms.
14. Amendments
Fenua'p may amend the Terms. Any substantial amendment is brought to users' attention in the Application and made subject to their acceptance; continued use after acceptance constitutes consent to the version in force.
15. Governing law and disputes
These Terms are governed by the law applicable in French Polynesia. In the event of a dispute, the parties shall seek an amicable solution through the in-app support. Failing that, the dispute falls within the jurisdiction of the competent courts of Papeete, subject to mandatory rules of jurisdiction.
16. Contact
In-app support (Account → Help & support) or by email: [email protected].