Version v1.0, effective 2026-08-31. The official language of the Terms is English; any translation is provided for convenience only.
KOMASHI — MODULE E · SCHEDULE 1 (PLATFORM GUIDELINES)
Parent agreement. These Guidelines form part of the Komashi Acceptable Use Policy (Module E), which is incorporated into the Komashi General Terms of Service (Module 0) and into each set of Role Terms. Capitalized terms not defined here have the meanings given in Module E and Module 0.
Schedule version: v1.0 Schedule effective date: 2026-08-31 Published at: https://komashi.com/legal/guidelines
What these Guidelines are. The Acceptable Use Policy says what you must not do. These Guidelines say how to do things well, and give the practical detail behind the AUP's rules. They are written mainly for Providers, but Section 6 applies to Partners and Section 7 to End Users.
How they are enforced. A breach of these Guidelines is treated as a breach of the AUP and is handled through the enforcement ladder in Section 4 of Module E — normally a warning first, with immediate measures reserved for the severe cases listed in AUP Section 4.2. Where these Guidelines and the AUP appear to conflict, the AUP governs, and nothing in these Guidelines widens the grounds on which Komashi may restrict, suspend, or terminate an Account beyond those already set out in the AUP and in Section 12 of Module 0.
Amendment. These Guidelines may be amended in accordance with Section 4 of Module 0 (advance notice and grace period for material changes). The version in force at the time of the conduct governs that conduct.
1. Your Provider presence
1.1. Describe what you actually sell. Your service descriptions must match what the End User will receive: what is included, how long it lasts, where it takes place, and anything the End User must bring or do. If a service has a prerequisite (a fitness level, an age limit, a licence, a medical condition to disclose), say so in the description, not after the booking.
1.2. Show the real, total price. The price shown must be the total the End User pays, including taxes. If something is genuinely optional and priced separately, name it and price it before checkout. Do not add unavoidable charges late in the flow — this is one of the fastest ways to generate a consumer complaint and it is a live regulatory target across the EU.
1.3. Use images you have the right to use, and that show the real thing. Stock images of a different studio, a different apartment, or a different vehicle are misleading even where they are legally licensed. If an image is illustrative rather than the actual item, label it.
1.4. Keep your availability honest. Do not list availability you cannot honour. Repeated cancellation by a Provider after a booking is confirmed is treated under AUP Section 2.3 as a misleading practice, not as an operational mishap.
1.5. Keep your contact details working. End Users must be able to reach you. An unmonitored inbox or a dead phone number is a breach of Section 6.3 of the Provider Terms, because your complaint handling is your responsibility, not Komashi's.
2. Your identity and your status
2.1. Tell us truthfully whether you act as a business. Section 1.3 of the Provider Terms requires you to say whether you offer your services in the course of a trade, business, craft or profession. We show this to End Users, because it determines what consumer rights they have against you. Getting it wrong misleads them.
2.2. Keep it current. If you start operating as a business, or stop, tell us. Your status is a question of fact and it can change.
2.3. Do not present yourself as Komashi. You may say you use Komashi. You may not say or imply that Komashi provides, endorses, guarantees, or is responsible for your services (AUP Section 2.8). If you use our name or marks, follow the brand guidance at https://komashi.com/legal/brand.
2.4. Hold the licences your activity needs. If your service requires a licence, registration, permit, or professional qualification anywhere you operate, hold it before you list. This is your obligation under Section 6.2 of the Provider Terms and we do not verify it for you.
3. Invoicing, tax, and money
3.1. Configure your invoicing correctly before you sell. Your time zone, invoicing currency, VAT and tax settings, and invoice templates are yours to set (Provider Terms Section 6.4a). An invoice issued wrongly because of your configuration is your liability, including towards tax authorities.
3.2. Do not issue invoices that do not correspond to a real transaction. Fictitious, duplicated, or self-dealing invoices are prohibited under AUP Section 2.3, and under Section 4.1c of the Provider Terms Komashi may disregard them when calculating your rate band. This includes invoices issued to reach a lower commission tier or to consume the free allowance.
3.3. Payment is between you and your End User. Komashi is not in the money flow and cannot issue, process, or guarantee a refund of anything an End User paid you. Your refund and cancellation policy is yours, must be published before purchase, and must comply with the law that applies to your customers (Provider Terms Section 6.3).
3.4. Handle chargebacks yourself. A chargeback or payment dispute is between you, your End User, and the Payment Provider. Do not direct End Users to Komashi for it.
4. How to treat your End Users
4.1. Answer them. Respond to questions and complaints about your services within a reasonable time. If you cannot deliver, say so early rather than at the door.
4.2. Honour the rights they have. Where your End Users are consumers, they may have withdrawal rights, statutory guarantees, and other protections under their own national law. These are theirs by law, not favours you grant, and they apply regardless of what your own policy says.
4.3. Do not use their data for anything they did not agree to. You are the controller of your End Users' personal data (Provider Terms Section 7.1). Marketing to them, exporting their details, or passing them to third parties requires your own lawful basis and your own privacy notice.
4.4. If you switch on analytics or AI features, you own that decision. Where you enable Google Analytics, Microsoft Clarity, or an AI feature on your presence, you are responsible for consent, for telling visitors in your privacy notice, and for the transfer position (Provider Terms Section 6.7). Do not enter into an AI feature any data you are not entitled to disclose, including health data and anything covered by professional secrecy.
5. QR codes and access
5.1. QR codes are tickets, not payment instruments. They identify a booking or grant access. They never initiate a payment.
5.2. Do not reuse, duplicate, or bulk-generate them. A QR code belongs to the booking it was issued for.
5.3. Check them at the point of use. If you accept a code that has already been used, altered, or transferred, that is your operational decision and its consequences are yours.
6. If you are a Partner
6.1. Refer honestly. Describe Komashi accurately. Do not promise pricing, features, or results that do not exist, and do not present yourself as Komashi or as speaking on Komashi's behalf.
6.2. No self-referrals, no fake referrals, no incentivised sign-ups. Referring yourself, entities you control, or accounts created to generate commission is prohibited (AUP Section 2.7) and reverses the commission.
6.3. No spam. Unsolicited bulk messaging, misleading advertising, and bidding on Komashi's brand terms in a way that misleads are all prohibited. Follow the brand guidance at https://komashi.com/legal/brand.
6.4. Disclose that you are a partner. Where you recommend Komashi and stand to earn from it, say so. In several jurisdictions this is a legal requirement, not just good manners.
7. If you are an End User
7.1. Your contract is with the Provider. Komashi supplies the software; the Provider supplies the service and is responsible for it.
7.2. Do not misuse QR codes or accounts. Sharing, selling, or altering a code, or using someone else's account, is prohibited.
7.3. Report problems to the right place. Problems with a service go to the Provider. Problems with the Platform itself go to Komashi at info@komashi.com.
8. Reporting a problem with someone else's content or conduct
Anyone can report a suspected breach of the AUP or of these Guidelines to info@komashi.com or through the report form in the Komashi support system. You do not need an account to do it.
The full procedure is in Sections 3.1 to 3.6 of Module E — what to put in a report, what we do with it, and how we handle intellectual-property notices and counter-notices. In short, tell us what is wrong and why, and exactly where to find it: the precise link, not just the Provider's name. Give us your name and email so we can come back to you and tell you the outcome — the one exception is a report about offences against children, which you may send anonymously.
A person reviews every report; nothing here is decided by an automated filter. We act under Section 4 of Module E, and if we take a measure against someone because of your report, they receive a written statement of reasons under Section 4.3b. We do not otherwise disclose enforcement details to reporters unless the law requires it.