Terms of service

1. General provisions

1.1. These Terms of Service (the “Terms”) govern the relationship that arises from using the Asuu.Travel online platform, owned and operated by Asuu Tseg App LLC. This covers booking, offering, paying for and receiving payment for travel services through the Platform.

1.2. The Terms apply to everyone who uses the Platform, including travellers and service providers. Provisions that apply only to travellers or only to service providers say so.

1.3. You accept these Terms by ticking the box “I accept the Terms of service and the Privacy policy” when you register. Acceptance given electronically has the same force as a written agreement. For visitors who have not registered, sections 16, 17 and 21 apply to their use of the Platform. If you do not accept the Terms, you cannot register on the Platform, make bookings or offer services.

1.4. Section 25 sets out the version of the Terms and how they are changed.

2. Definitions

2.1. In these Terms the following words have the meanings below:

• “Asuu Tseg App LLC”, “we” or “us” means the legal entity registered in Mongolia under registration number 4291263 that owns and operates the Platform;
• “Asuu.Travel” or the “Platform” means the asuu.travel website, user accounts, the service providers' management areas (the “panels”) and the online services provided through them;
• “User” or “you” means an individual who has registered on or is using the Platform;
• “Traveller” means a user who is booking or has booked a service through the Platform;
• “Service provider” means, collectively, the guides, places to stay, tour companies and Counterparties registered on the Platform, and insurers once registration for that type opens on the Platform (for Counterparties, only sections 1–5, 7 and 16–26 of these Terms apply);
• “Guide” means an individual who leads and guides travellers;
• “Place to stay” means a herder family's ger, camp, resort, holiday resort, guest house, hot-spring sanatorium, hotel or a similar place that receives and accommodates travellers;
• “Tour company” means a company registered in Mongolia that operates in travel and tourism;
• “Insurer” means a legal entity licensed in Mongolia to provide travel insurance;
• “Counterparty” means a taxpayer individual or legal entity that is linked through the Platform to a service provider with that provider's consent and that receives the payouts due to that service provider;
• “Booking” means the record, numbered with the prefix “AB-”, that a traveller creates through the Platform to receive a specific service provider's service on specific days or on a specific departure;
• “Request” means a booking that is awaiting the service provider's answer;
• “Calendar” means the schedule showing each of a guide's days as “Open”, “Closed” or unmarked, and each night of each unit type of a place to stay as open, closed or out of season;
• “Trip” means the service provided under a paid booking: the guide's days, the nights at a place to stay, or taking part in a departure;
• “Package” means a tour offer of a guide or a tour company with a fixed route, a number of days and a price for each age category;
• “Departure” means a package announced with a specific start date and a specific number of seats;
• “Seat” means the possibility for one traveller to take part in a departure;
• “Interest” means a traveller's expression of interest in a package, stating the dates wanted and the number of travellers;
• “Night” means one night's stay at a place to stay; “check-in date” and “check-out date” mean the first and last day of a booking at a place to stay (the check-out date does not count as a night);
• “Staff member” means a manager or employee whom the owner of a place to stay or a tour company has invited into its panel;
• “Guide–company link” means a link made on the Platform between a tour company and a guide with the consent of both;
• “Total price” means the price of the service, fixed when the booking is sent, that the traveller pays;
• “Amount paid” means the sum of the money Asuu Tseg App LLC actually received towards a booking's total price and any amount transferred from an earlier booking under section 13;
• “Commission” means the part of the total price that Asuu Tseg App LLC keeps as its fee for the Platform's service;
• “Advance” means the part, calculated as an agreed percentage of the total price and not exceeding the amount due to the service provider, that is transferred to the service provider on the trip start date;
• “Balance” means the amount due to the service provider less the advance;
• “Penalty” means the contractual penalty a service provider pays to Asuu Tseg App LLC under 11.4 for cancelling a paid booking;
• “Refund” means transferring money paid by the traveller back to the traveller under these Terms;
• “Cancellation fee” means the part that is not refunded when the traveller cancels, under 10.3;
• “Trip start date” means the first day stated in the booking and, for a place to stay, the check-in date;
• “Trip end date” means the last day stated in the booking and, for a place to stay, the check-out date;
• “Review” means the 1 to 5 stars, the written comment, or both, that a traveller gives a service provider for a booking;
• “Working day” means Monday to Friday, except public holidays and days off set by Mongolian law.

2.2. Dates and time periods in these Terms are counted in Ulaanbaatar time. Dates are written as year-month-day (YYYY-MM-DD), for example 2026-10-01.

3. The role of Asuu.Travel and the relationship between the parties

3.1. Asuu.Travel is an online platform that connects travellers with service providers and organises bookings and payments. Asuu Tseg App LLC does not provide travel services itself and does not sell them in its own name. We let travellers book through the Platform, receive the booking payment as the service provider's agent, and transfer it to the service provider or refund it to the traveller under these Terms.

3.2. The travel service is provided by the service provider named in the booking. That service provider is fully responsible for the quality, safety and lawfulness of the service. Once a booking is confirmed, a relationship for providing that service arises between the traveller and the service provider.

3.3. Asuu Tseg App LLC undertakes to:

• a) run the Platform and record and keep booking information accurately;
• b) receive travellers' payments and make refunds under these Terms;
• c) keep its commission and transfer the amount due to a service provider to that provider's Counterparty;
• d) check service providers' registration details and documents, within the scope set out in 3.6, before publishing them on the Platform;
• e) receive and handle complaints under section 23.

3.4. The traveller pays for a booking made through the Platform only to Asuu Tseg App LLC. By paying in this way the traveller fully discharges the obligation to pay the service provider for that booking, and the service provider may not demand that payment from the traveller again. Do not pay the service provider directly for the booking. The refund rules of these Terms do not apply to money paid outside the Platform.

3.5. A service provider is an independent party, not an employee or agent of Asuu Tseg App LLC. A service provider may work with other organisations at the same time and take bookings outside the Platform. However, 6.5 applies to travellers who booked through the Platform.

3.6. At registration we check that the documents a service provider submits are complete, are within their validity period and match the registration details. This check does not fully guarantee that the documents are genuine, and we do not monitor a service provider's activity continuously. “Approved” or “verified” means only that the service provider passed this check; it is not a guarantee of the quality of the service or of the service provider's conduct.

3.7. The Platform shows which types of service can be booked through it. When booking opens for a new type of service, these Terms apply to it in the same way. Any conditions specific to that service are shown on the booking page.

4. Account, age requirement and security

4.1. To register and book on the Platform you must be at least 18 years old and have full legal capacity. By registering you confirm that you meet this requirement.

4.2. If a person under 18 takes part in a trip, their parent, guardian or another adult responsible for them makes the booking from their own account. That adult is responsible for the minor throughout the trip.

4.3. When you register you enter your name in Latin letters exactly as it appears in your passport, your email address and a password. The information you give must be accurate and complete. If it changes, update it in “My account”. This information is used for your bookings and travel documents.

4.4. Each person has one account. With one account you can book as a traveller, register as a service provider and register a Counterparty.

4.5. After you register we send a verification link to your email address. You must verify your email address before you can book, pay, cancel a booking, fill in the refund form, write a review, add photos to the gallery, comment on news, express interest in a package, accept a staff invitation or register as a service provider. The link is valid for a limited time. If it has expired, you can request a new one.

4.6. You must not disclose your password to others or let others use your account. Actions taken through your account are treated as yours. This does not apply where it is established that your account was used, through no fault of yours, because of a security breach on the Platform. If you suspect that your account has been used without permission or that your password has leaked, change your password at once and tell us at info@asuu.travel.

4.7. A user booking on behalf of family members, friends or members of a group must be authorised to act for them. That user must make these Terms and the Privacy policy known to them and is responsible for their compliance with the Terms.

5. Registering as a service provider and verification

5.1. A user with a verified email address can register as a service provider from the “Become a service provider” page. A user may hold only one guide registration but may register several places to stay and several tour companies. As for Counterparties, a user may register one individual Counterparty and several legal-entity Counterparties.

5.2. The service provider fills in its core information accurately and completely in Mongolian and English and attaches the documents required in the panel (for example a national ID card, passport, guide licence or certificate, state registration certificate or power of attorney).

5.3. A registration application goes through these stages:

• Draft — the service provider is filling in its information;
• Pending — the service provider has completed and submitted all required information and Asuu Tseg App LLC is checking it. To edit its information at this stage, the service provider withdraws the application;
• Approved — Asuu Tseg App LLC has checked and accepted the information and documents;
• Rejected — Asuu Tseg App LLC has rejected the application or revoked an approval given earlier. The reason is shown in the panel. The service provider may complete what is missing and submit again.

5.4. Only a service provider that is “Approved” and “Active” (not suspended or banned under section 20) is shown publicly on the Platform and takes bookings.

5.5. After registration is approved, only Asuu Tseg App LLC can change the service provider's core personal and registration details (surname, given name, registration number, legal-entity name and the like). If such details change, the service provider tells us.

5.6. Asuu Tseg App LLC may ask for additional documents and may refuse to approve a registration. It may also revoke an approval given earlier, stating the reason.

5.7. Service providers' documents such as national ID cards, passports and guide licences are not published on the Platform. Only the authorised Asuu Tseg App LLC staff who carry out verification see them.

5.8. By registering as a service provider you accept the provisions of these Terms that apply to service providers. Accepting these Terms electronically has the same force as a written agreement, and sections 5–7 and 11, including the agreement on penalties, apply directly to service providers. The service provider authorises Asuu Tseg App LLC to receive payments for bookings made through the Platform on the service provider's behalf, to make refunds under these Terms and to deduct commission, penalties and refund amounts. Asuu Tseg App LLC may also sign a separate written agreement with a service provider. Where such an agreement differs from these Terms, the agreement prevails for that service provider.

5.9. A user registering a legal entity (a tour company, an organisation-type place to stay or a legal-entity Counterparty) confirms that they are authorised to represent that legal entity. On registration, the legal entity is deemed to have accepted the provisions of these Terms that apply to service providers. If it turns out that the user had no authority to represent it, the user who registered is personally responsible for the obligations under these Terms.

5.10. The owner of a place to stay or a tour company may invite managers and staff into its panel by email address. A staff member acts on the owner's behalf, for example answering and cancelling bookings and confirming that a trip has ended, and the owner is responsible for its staff members' actions as if they were its own. The owner may change a staff member's role and end their access at any time.

5.11. A guide–company link is made when a tour company invites a guide by the guide's number, or a guide applies to a company, and the other side agrees. Either side may end the link at any time. When a linked guide is to lead a departure of the company's package, those days are held in the guide's calendar.

6. Service providers' obligations

6.1. A service provider must:

• a) keep the information, photos, prices and service descriptions it publishes on the Platform accurate and up to date;
• b) keep its calendar in line with reality;
• c) accept or decline requests within the time shown on the Platform;
• d) provide the service of a confirmed booking on the days in the booking and as described in its listing;
• e) keep valid the permits, licences and certificates its activity requires;
• f) comply with Mongolian law and safety rules;
• g) pay income tax and meet its other legal obligations itself;
• h) answer travellers' complaints and Asuu Tseg App LLC's enquiries without delay.

6.2. The calendar day states mean:

• “Open” — the service provider has agreed in advance to take bookings on that day. A booking whose days are all “Open” moves straight to “Awaiting payment” without further consent from the service provider. On an “Open” day the service provider may set a surcharge within the limit shown on the Platform;
• “Closed” — no bookings or requests are accepted;
• Unmarked — the traveller sends a request, and the service provider accepts or declines it;
• Nights at a place to stay — the place to stay keeps each night of each unit type as open or closed and sets its season. No bookings are taken for closed nights or nights outside the season. A booking for open nights moves straight to “Awaiting payment”;
• Seats on a departure — while enough seats remain and sales have not closed, the booking moves straight to “Awaiting payment”.

6.3. A service provider does not use days that have a confirmed booking for any other purpose and does not sell the service on those days to anyone else. Calendar notes may be visible to travellers, so the service provider does not write personal information in them.

6.4. A service provider who declines a request writes the reason. The traveller sees the reason. Requests not answered within the time shown on the Platform close automatically. Repeatedly failing to answer requests is a ground for measures under section 20.

6.5. A service provider must not arrange the service of a booking, with the traveller who made it through the Platform, around the Platform, take payment for it outside the Platform, or suggest that the traveller pay outside the Platform. It must not charge extra for services included in the booking. Additional services not included in the booking are agreed clearly with the traveller in advance.

6.6. The traveller's contact details that become visible to the service provider after payment (18.2) are used only to provide the service of that booking and are protected under the Law on Personal Data Protection. The same applies to a service provider's staff members.

6.7. A service provider does not cancel a confirmed booking without good reason. If cancelling cannot be avoided, it cancels as early as possible from the panel, writing the reason. Section 11 then applies. If a departure is cancelled, all of its active bookings are cancelled, and section 11 applies to each booking.

6.8. For a booking whose days were all “Open”, or a request the service provider has accepted, changes to the calendar do not affect that booking until the payment deadline ends. If the traveller pays on time, the service provider must provide the service or cancel under section 11.

6.9. At the trip's ending moment (8.12) the service provider, or its staff member, confirms from the panel that the trip has ended. The transfer of the balance under 7.4 requires this confirmation, or the period set in 8.12 to have passed.

7. Commission, payouts and Counterparties

7.1. As its fee for the Platform's service, Asuu Tseg App LLC keeps a set percentage of a booking's total price as commission. The commission is not charged to the traveller on top of the price, and it includes the applicable taxes.

7.2. The commission rate is either the general rate that applies equally to all service providers or a rate agreed with that service provider. The commission and advance rates that apply to a service provider are shown on the “Settlement” page of its panel.

7.3. The commission and advance rates in force when a booking is sent apply to that booking unchanged. If the rates change later, the calculation for bookings already made does not change.

7.4. The amount due to the service provider is the total price less the commission. Where an advance has been agreed, the advance is transferred on the trip start date. The balance (or the whole amount, where no advance has been agreed) is scheduled for transfer on the morning after both the traveller and the service provider have confirmed under 8.12 that the trip has ended. A side that has not confirmed within 3 days of the trip end date is deemed to have confirmed. If the traveller has reported a problem under 8.13, the balance is not transferred until Asuu Tseg App LLC has decided. All amounts due to service providers are paid by bank transfer, with the booking number in the transaction description. The day the money reaches the account depends on the bank's working hours and interbank transfer rules.

7.5. The amount due to a service provider is transferred only to an “Approved” and “Active” Counterparty linked to it. A service provider without such a Counterparty may take bookings, but the amount due to it waits until such a Counterparty is linked. No interest accrues while it waits.

7.6. Linking and unlinking a Counterparty follows these rules:

• the service provider sends a link request using the Counterparty's registration number, or sends an invitation, and the link is made once the Counterparty agrees;
• the Counterparty is verified in the same way as a service provider;
• if the bank details of an approved Counterparty change, payouts are paused until it is verified again;
• from the moment a service provider asks to unlink its Counterparty, no payouts are made to it. This continues until the request is resolved and the service provider resumes payouts. In a dispute, Asuu Tseg App LLC talks to both sides and decides.

7.7. The Counterparty is responsible for the tax and other legal obligations relating to the payouts it receives. If the law requires Asuu Tseg App LLC to withhold or report tax, we withhold that tax and transfer the remaining amount.

7.8. If the traveller cancels under 10.3 a) (with 3 or more days left before the trip start date), the payment for that booking is not transferred to the service provider. If the traveller cancels with fewer than 3 days left, the amount due to the service provider is transferred on schedule.

7.9. A service provider's penalties and any amounts it must repay under 7.11 are deducted from the next payout to it. If there is no payout to deduct from, Asuu Tseg App LLC may claim the amount under the procedure set by law. If the penalties and amounts to repay fully cover the payout, that payout is not transferred by bank and the settlement is closed by the deduction.

7.10. If a traveller makes a complaint about a booking, Asuu Tseg App LLC may hold back the payout for that booking until the complaint is resolved. Any amount refunded to the traveller because of the complaint is deducted from the amount due to the service provider.

7.11. If, after the advance has been transferred, the booking is cancelled under section 11 or a refund is made to the traveller under 11.7, the service provider repays to Asuu Tseg App LLC the advance received, or the part of it that relates to the service not provided. We may deduct that amount from the next payout under 7.9. If, through an error of Asuu Tseg App LLC or of the bank, one payout is transferred twice, or the bank executes a transfer that had been cancelled, the service provider returns the excess received as we notify it. Until it is returned, we may deduct that amount from the next payout under 7.9.

8. Booking process

8.1. The traveller chooses a service provider or a departure and enters the following in the booking form:

• when booking a guide: the first and last day of the trip (both days are included in the booking) and the number of travellers (not more than the maximum the guide has set);
• when booking a place to stay: the check-in and check-out dates, the unit type, the number of units and the number of travellers, and, where a unit priced per person may be taken whole, that option;
• for a departure: the number of travellers in each age category;
• a booking message to the service provider (optional).

8.2. How long one booking may last and how far ahead it may be made must fit within the Platform's limits. If the dates chosen go beyond these limits, the Platform may shorten them to fit. So please check the dates shown on the booking page after you send the booking. Bookings cannot be made for past days. A place to stay may set a minimum and a maximum number of nights. Sales of a departure close 3 days before the trip start date.

8.3. The total price is calculated and fixed at the service provider's prices in force at the moment the booking is sent. The fixed price does not change afterwards. If the service provider changed its price after you opened the form, the price at the moment of sending applies, not the one shown on the form, and it is shown on the booking page in “My bookings”. Check the total price on the booking page before you pay. If the price does not suit you, you can cancel free of charge under 10.2.

8.4. What happens next depends on the type of booking:

• guide: if any day is “Closed” or held for another booking, the booking cannot be made. If every chosen day is “Open”, the booking moves straight to “Awaiting payment”. If any day is unmarked, the booking becomes a request (“Requested”) and goes to the guide. If the guide accepts it within the time shown on the Platform, it moves to “Awaiting payment”; if the guide declines, it moves to “Declined”. If there is no answer, it moves to “Expired”;
• place to stay: if the number of units wanted is free on every chosen night, the booking moves straight to “Awaiting payment”; otherwise the booking cannot be made;
• departure: if enough seats remain and sales have not closed, the booking moves straight to “Awaiting payment”. A traveller holds one active booking per departure.

8.5. A booking that is “Awaiting payment” must be paid within the time shown on the booking page. A booking not paid in time closes as “Expired”. The payment deadline for a departure does not go beyond the day its sales close.

8.6. The same days, nights or seats go to the booking whose payment is confirmed first. Sending a request, or the service provider accepting it, does not hold the days for that traveller. Other unpaid bookings for the same days move to “Unavailable” and close.

8.7. As soon as payment is confirmed, the booking moves to “Confirmed” and the traveller and the service provider are notified. From then on each side sees the other's contact details as set out in 18.2.

8.8. A traveller cannot hold two “Requested”, “Awaiting payment” or “Confirmed” bookings with the same service provider for overlapping days at the same time.

8.9. Once the trip end date has passed, the booking moves to “Completed” automatically. The “Completed” status does not prove that the service was properly provided; that is established through the confirmation and problem procedure in 8.12 and 8.13.

8.10. The booking's status, deadlines, payment and refund information are shown in “My bookings”. Booking statuses:

• Requested — waiting for the service provider's answer;
• Awaiting payment — the traveller must pay;
• Confirmed — paid, and the days are held for the traveller;
• Completed — the trip is over;
• Declined — the service provider declined the request;
• Expired — the answer or the payment did not come in time;
• Unavailable — another booking paid for the same days first;
• Cancelled — cancelled by the traveller, the service provider or Asuu Tseg App LLC;
• Lost — another booking took the days before the payment arrived, so the payment is refunded in full.

8.11. By sending a booking and paying for it you accept these Terms as in force on the day the booking is sent (25.5), including the cancellation and refund rules in sections 10–13.

8.12. At the trip's ending moment — at 12:00 on the trip end date or, for a place to stay, one hour before the check-out time — the Platform sends the traveller and the service provider a “Trip ending” notice. The traveller can confirm that the trip ended well (“Trip completed successfully”), give stars, add photos to the gallery, send feedback or report a problem. The service provider, or its staff member, confirms from the panel that the trip has ended. As soon as both sides have confirmed, or if a side has not answered within 3 days of the trip end date, the booking's settlement is closed under 7.4.

8.13. If the traveller considers that the service was not provided, or was provided materially differently from the booking, the traveller reports what happened with the “Report a problem” button in “My bookings”, from the time the “Trip ending” notice arrives until the balance is transferred to the service provider. As soon as a problem is reported, the balance is not transferred, and the service provider and Asuu Tseg App LLC are notified. On the basis of both sides' explanations and evidence, Asuu Tseg App LLC makes one of the following decisions within the time set in section 23: a penalty on the service provider not exceeding the balance, a refund to the traveller not exceeding the amount paid, both, or neither. The decision and its reasons are notified to both sides and shown on the booking page. A problem found after the balance has been transferred is raised as a complaint under section 23.

9. Prices, currency and payment

9.1. Service providers set the prices of their services. The total price of a guide booking is the sum of the price of each booked day and any surcharge for “Open” days, and does not depend on the number of travellers. The total price of a booking at a place to stay is the sum of the price of each night: for a unit priced per unit, the unit price multiplied by the number of units; for a unit priced per person, the per-person price multiplied by the number of travellers (or, if taken whole, the whole-unit price multiplied by the number of units); any surcharge or discount set for that night is included. The total price of a departure is the sum of each age category's price multiplied by the number of travellers in that category.

9.2. All prices are stated, and all payments are made, in Mongolian tögrög (₮, MNT). We do not accept payment in US dollars or any other currency. A US dollar figure shown next to a price is calculated at an approximate rate, is for information only and is not the amount payable.

9.3. If you pay from an account in a foreign currency, your bank may convert the amount at its own rate and charge a fee. Asuu Tseg App LLC does not set that rate or fee and earns nothing from them.

9.4. The total price shown on the Platform is the final amount the traveller pays. It includes the Platform's commission and applicable taxes, and no fee is added on top of it. The amount withheld when a booking is cancelled is set out in section 10. The price covers only the services stated on the service provider's page and in the booking. Unless stated otherwise, transport, meals, places to stay, entrance tickets, permits, insurance and personal expenses are not included.

9.5. Except as set out in 9.7, payment is made only by the means offered on the booking's payment page (for example a QPay QR code or a bank app). When card payment becomes available, card details are entered only on the bank's payment page. Asuu Tseg App LLC does not see or store card details.

9.6. When you press “Pay”, the booking's days are held for you for a short time until the payment is made. The hold time is shown on the payment page. If the payment does not arrive within that time, the days are released. If the booking's payment deadline has not passed, you can start the payment again.

9.7. A payment counts as made only when the payment institution confirms it. Sending a transaction receipt or a screenshot does not mean the payment is confirmed. In exceptional cases Asuu Tseg App LLC may check a transfer made, on written instructions sent from info@asuu.travel, to an account in Asuu Tseg App LLC's name, and record it against the booking. Payments made to a service provider's or a private individual's account do not count as payment on the Platform.

9.8. Pay only from that booking's payment page in “My bookings”. Never give anyone your card number, PIN or one-time password (19.6).

9.9. If another booking took the booking's days before the payment arrived, the booking becomes “Lost” and the amount paid is refunded in full. If a payment arrives for a closed booking, or a booking is paid twice, that payment is refunded in full. If more than the total price was paid, the excess is refunded. Refunds are made under section 12.

9.10. Payment receipts are issued in accordance with the law.

10. Cancellation by the traveller

10.1. The traveller cancels a booking from “My bookings”.

10.2. An unpaid booking (status “Requested” or “Awaiting payment”) can be cancelled at any time at no cost.

10.3. When the traveller cancels a paid booking, the following applies:

• a) if 3 or more calendar days remain from the cancellation date to the trip start date, 85 percent of the amount paid is refunded. The rest is the cancellation fee and stays with Asuu Tseg App LLC. It is pre-estimated compensation for Asuu Tseg App LLC's cost of processing the booking, the payment and the refund;
• b) if fewer than 3 calendar days remain, the amount paid is not refunded. In that case the amount due to the service provider is transferred under 7.8.

10.4. The days remaining are counted in calendar days from the cancellation date to the trip start date (2.2). Example: a trip starts on 2026-10-10 and the traveller paid 1,000,000 ₮. If the traveller cancels on 2026-10-07 or earlier, 850,000 ₮ is refunded. If the traveller cancels on 2026-10-08 or 2026-10-09, nothing is refunded.

10.5. From the trip start date onwards the traveller cannot cancel a paid booking through the Platform. If, for reasons of their own, the traveller does not turn up, arrives late, leaves before the trip ends or does not use all of the booked service, the payment is not refunded. If the traveller could not use the service through the service provider's fault, 11.7 applies.

10.6. Before you cancel, the Platform shows the refund percentage and amount. After cancellation the service provider is notified.

10.7. Refunds are made under section 12.

11. Cancellation by Asuu Tseg App LLC or the service provider

11.1. A service provider may cancel a booking that is “Awaiting payment” or “Confirmed” from its panel before the trip start date. It must write the reason, which the traveller sees. From the trip start date onwards only Asuu Tseg App LLC can cancel the booking. If a departure is cancelled, all of its active bookings are cancelled, and 11.3 and 11.4 apply to each paid booking.

11.2. Asuu Tseg App LLC may cancel an active booking (status “Requested”, “Awaiting payment” or “Confirmed”) at any time, including after the trip has started, on these grounds:

• a) the service provider can no longer provide its service, or its registration has been suspended or banned;
• b) a risk has arisen to the life, health or safety of the traveller or the service provider;
• c) force majeure as described in section 22 has occurred;
• d) there are grounds to believe there has been fraud or a serious breach of these Terms;
• e) a technical error on the Platform caused a price, date or service provider details to be shown clearly wrong;
• f) the law requires it.

11.3. If Asuu Tseg App LLC or the service provider cancels a paid booking, 100 percent of the amount paid is refunded to the traveller. Instead of a refund, the traveller may move that money to a booking for another service (section 13).

11.4. If a service provider cancels a paid booking, the payment for that booking is not transferred to it, and a penalty may be charged to it. The penalty equals a set percentage of the booking's total price; the percentage and the amount are shown in the panel before cancelling. The penalty is deducted from the next payout to the service provider (7.9). The penalty is never charged to the traveller or deducted from the refund.

11.5. If a service provider cancels an unpaid booking or declines a request, no money changes hands. The traveller is notified.

11.6. A cancelled booking may cause the traveller other costs (flights, transport, bookings at places to stay, visa costs and the like). Asuu Tseg App LLC is not liable for such costs beyond the limit set out in section 21.

11.7. If it is established that the service provider did not provide the service of a confirmed booking at all, the booking is treated as cancelled by the service provider and 11.3 and 11.4 apply. If the service was provided only in part, or materially differently from the booking, the traveller reports a problem under 8.13, and Asuu Tseg App LLC decides whether to refund the traveller the amount relating to the part not provided and whether to charge the service provider a penalty.

12. Refund procedure

12.1. Refunds are made in these cases:

• a) the traveller cancelled under 10.3 a) — 85 percent of the amount paid;
• b) Asuu Tseg App LLC or the service provider cancelled a paid booking and the traveller chose a refund instead of moving the money to another service — 100 percent of the amount paid;
• c) the booking became “Lost”, a payment arrived for a closed booking, or a booking was paid twice or overpaid — 100 percent of that payment, or the excess paid;
• d) when moving to another service, the new booking's total price was lower than the amount transferred — the difference;
• e) Asuu Tseg App LLC decided to make a refund under 8.13 or 11.7 — the amount stated in the decision.

12.2. To receive a refund the traveller fills in the refund form on the Platform, giving the bank, the account number and the account holder's name to receive the money.

12.3. We transfer the refund in Mongolian tögrög to the account given in the form. Refunds are not made by reversing the QPay or bank card transaction.

12.4. The traveller must enter accurate information in the form. The account holder must be the traveller or the person who made the payment; otherwise we ask for additional confirmation. Asuu Tseg App LLC is not responsible if a transfer is delayed or goes to the wrong account because of incorrect information the traveller entered. Where necessary we may confirm the account holder and ask for more information.

12.5. We transfer the refund as soon as possible after receiving a completed form. When the money reaches the account depends on interbank transfer rules.

12.6. After the money is transferred, we notify the traveller by email, and the refund status is shown on the booking page.

12.7. One refund is made per payment. If you think a refund is delayed, contact us under section 23.

12.8. Asuu Tseg App LLC pays its own bank's transfer fees. When money is transferred to a bank account abroad, intermediary and receiving bank fees and currency conversion may reduce the amount received.

13. Changing a booking and moving to another service

13.1. A booking's dates and number of travellers cannot be changed on the Platform. If a change is needed, the traveller cancels the booking under section 10 and books again.

13.2. The traveller may contact us about a change. We may look at possible solutions with the service provider but do not guarantee a change.

13.3. During the trip the service provider may change the route or schedule because of weather, road conditions or safety. In that case the service provider offers a similar alternative where possible. If the change is material and the traveller does not agree to it, the traveller tells us under section 23, and 11.7 applies.

13.4. Under 11.3 the traveller may move the money to a booking for another service on the Platform instead of taking a refund. 13.5–13.8 then apply.

13.5. Unless the traveller has asked for a refund, the amount paid for the cancelled booking appears in the traveller's next booking form as an amount to be applied. By sending that booking the traveller is deemed to have chosen to move the money. To choose a refund while a booking using that amount is still pending, the traveller first cancels that booking. The amount applied and any amount to pay are shown in the booking form.

13.6. The transferred amount covers the new booking's total price up to the cancelled booking's total price plus 15 percent of it; Asuu Tseg App LLC bears this additional 15 percent. The price difference is settled as follows:

• if the new booking's total price is lower than the cancelled booking's total price, the difference is refunded under section 12;
• if the new booking's total price is up to 15 percent higher than the cancelled booking's total price, the traveller pays nothing more;
• if it is higher than that, the excess is shown in the booking form as the amount to pay, and the traveller pays it under section 9.

13.7. Once the traveller asks for a refund, the option to move to another service ends. Once the new booking is confirmed, the original booking's payment is not refunded, but the price difference under 13.6 is.

13.8. When a booking paid wholly or partly with a transferred amount is cancelled, sections 10 and 11 apply to the total amount paid, including the transferred amount.

14. Traveller's obligations

14.1. The traveller must:

• a) meet the document and permit requirements for themselves and fellow travellers and bear the related costs. These include passports, visas, border-zone permits, permits for specially protected areas, and health and vaccination requirements;
• b) tell the service provider in advance about anything that affects the service (special dietary needs, mobility limitations, health conditions and the like). General information may be written in the message when sending the booking. Health information is given only to the extent the service requires, directly to the service provider by phone after payment;
• c) arrive at the agreed place and time;
• d) follow the service provider's lawful safety instructions;
• e) respect Mongolian law, local customs, herder households and private property;
• f) not harm the environment: take rubbish away, not disturb wildlife or livestock, not damage pasture or soil, and follow the rules of specially protected areas;
• g) not unlawfully take away historical and cultural monuments, palaeontological finds, or rare plants and animals;
• h) treat the service provider and other travellers with respect and not harass or insult them.

14.2. Travel in Mongolia can involve risks such as long distances, remote areas, limited access to medical care, horse riding, contact with livestock and changeable weather. We therefore recommend travel and health insurance that covers your trip activities.

14.3. The service provider may refuse to serve a traveller, or stop the service, if the traveller has endangered their own or others' life or health, is under the influence of alcohol or drugs, has not followed safety instructions, or has acted unlawfully. If such a ground is established, the payment is not refunded. If the traveller considers the refusal unjustified, they may complain under section 23. If the complaint is upheld, 11.7 applies.

14.4. The traveller is liable under the law for damage they cause through their own fault to the property of the service provider or third parties.

14.5. The traveller does not write other people's personal information or unnecessary sensitive information in the booking message or other communications.

15. Reviews and comments

15.1. A review contains 1 to 5 stars, a comment, or both. Only the traveller of a paid booking with status “Confirmed” or “Completed” can write a review. One review is written per booking. The review is given to the guide, place to stay or tour company named in the booking.

15.2. A comment can be written from the trip start date. Stars can be given from the moment the “Trip ending” notice under 8.12 is sent. Both can be edited within 30 days of the trip end date, and this deadline is shown on the booking page. Stars once given cannot be removed by the traveller on the Platform, only changed.

15.3. A review is published as soon as it is written. The service provider's public page shows your account name, the month of the trip, the stars and the comment. Reviews cannot be published anonymously, so please keep this in mind before writing one.

15.4. A review must reflect your real experience and your own opinion. The following content is not allowed:

• a) false or misleading information;
• b) other people's personal information (phone numbers, addresses, email addresses and the like);
• c) insulting, threatening or discriminatory language;
• d) advertising and links;
• e) unlawful content or content that infringes others' rights.

15.5. The service provider may write one public reply to a review and edit it. The reply must be respectful and meet the requirements of 15.4.

15.6. Asuu Tseg App LLC may hide from the public a review that breaches these Terms. The traveller is told the reason. If the breach has been remedied, the review may be published again.

15.7. A service provider's average rating is calculated only from published reviews with stars. Hidden reviews and comment-only reviews do not count towards the average.

15.8. Service providers must not offer incentives for reviews, put pressure on travellers to review, review their own service or arrange fake reviews.

15.9. Suggestions and complaints about reviews and replies are made under section 23.

15.10. You may ask for your review, or the name shown with it, to be deleted by writing to info@asuu.travel. The request is handled under the Law on Personal Data Protection.

16. User content and intellectual property

16.1. You keep the rights to the content you post on the Platform (information, photos, descriptions, reviews, replies and the like).

16.2. By posting content you grant Asuu Tseg App LLC a non-exclusive, royalty-free, worldwide right to use it. This right covers storing, displaying, copying, resizing, reformatting and translating the content to run the Platform and to promote the service concerned and the Platform. The right lasts while the content is on the Platform and for any retention period required by law.

16.3. You confirm that you have the right to use the content you post, that you have the consent of the people shown in photos, and that your content does not infringe others' intellectual property or personal rights.

16.4. Asuu Tseg App LLC may hide content that breaches the law or these Terms, require it to be corrected, or remove it from the Platform.

16.5. The Asuu.Travel name and logo, the site design, the software, the texts and images we prepared and the structure of the database belong to Asuu Tseg App LLC or its licensors. Except where the law allows, they may not be copied, modified, distributed or used commercially without our written permission.

16.6. We may use your suggestions and feedback about the Platform without any obligation or payment.

16.7. Photo gallery. A user with a verified email address may add up to 10 photos at a time, with a caption and the aimag, to the gallery about a guide, place to stay, tour company, package or news item registered on the Platform. Photos are published immediately. The uploader chooses whether to show their name, may edit the caption and may delete the photo. The service provider that is the subject of the photo (or its staff member) and Asuu Tseg App LLC may hide a photo that breaches the rules, stating the reason; a hidden photo is published again only by Asuu Tseg App LLC. The uploader must have obtained the consent of the people shown in the photo themselves (16.3).

16.8. News comments. A user with a verified email address may comment on a news item and chooses whether to show their name. Comments are published immediately, and the requirements of 15.4 apply to them. Asuu Tseg App LLC may hide a comment that breaches the rules, stating the reason.

17. Prohibited conduct

17.1. When using the Platform you must not:

• a) create fake accounts, or create accounts or make bookings in someone else's name without authority;
• b) use another person's means of payment or personal information without permission;
• c) write fake reviews or use reviews to harass others;
• d) enter calendar, price or service information to mislead;
• e) arrange a booked service around the Platform or take payment outside the Platform, as described in 6.5;
• f) post unlawful, insulting, obscene or hate-inciting content, or content that infringes others' intellectual property;
• g) harass or threaten other users, service providers or Asuu Tseg App LLC staff;
• h) bypass the Platform's protections, access restrictions or bot checks;
• i) collect information with automated programs or scripts, or overload the Platform;
• j) spread malicious code or interfere with the Platform's operation or security;
• k) open a new account in place of a restricted or banned one;
• l) use the Platform for unlawful purposes.

17.2. A breach of this section leads to measures under section 20. The person in breach is liable for the damage caused.

18. Personal data

18.1. Asuu Tseg App LLC processes your personal data in accordance with the Law on Personal Data Protection and the Privacy policy (asuu.travel/en/privacy). The Privacy policy sets out why data is collected, how long it is kept, who it is shared with and your rights. When you register you accept the Privacy policy together with these Terms.

18.2. During a booking the following information is shown to the parties concerned:

• when a booking is sent, the service provider sees the traveller's name, the number of travellers and the booking message;
• after payment, the service provider sees the traveller's email address and phone number (if entered), and the traveller sees the service provider's phone number;
• a service provider's staff member sees this information in the same way as the owner.

18.3. Service providers' documents are stored with restricted access as set out in 5.7.

18.4. The Platform uses Google reCAPTCHA to protect registration forms from automated programs. Google's privacy policy and terms of service apply to it.

18.5. Platform data and files may be stored and processed on cloud servers located outside Mongolia. Details are set out in the Privacy policy.

19. Notices and communication

19.1. Asuu Tseg App LLC sends the main notices about bookings, payments, refunds, reviews and account security to your registered email address. Booking status and refund information is also shown on the booking page and in the panel on the Platform.

19.2. Notices are sent in the language you have chosen for the site or, where the notice is not prepared in that language, in English.

19.3. A notice sent to your registered email address is treated as delivered to you. Please keep your email address active and up to date, and check your spam folder.

19.4. When you change a verified email address, an approval link is sent to your current address. After the address changes, you verify the new address again.

19.5. Booking, payment and security notices are an essential part of the service, so you cannot opt out of them while your account is active. Marketing messages are sent only with your consent.

19.6. Asuu Tseg App LLC will never ask for your password, card details or one-time password by email, phone or message. Do not give them to service providers or to anyone claiming to contact you on our behalf either. If you receive such a request, do not reply, and tell us at info@asuu.travel.

19.7. You can contact us at info@asuu.travel or by phone on +976 86085522 (26.6).

20. Restricting, suspending and closing accounts

20.1. Asuu Tseg App LLC may restrict, temporarily suspend, close or ban the account of a user or service provider where:

• a) these Terms have been breached seriously or repeatedly;
• b) false information or forged documents were submitted;
• c) there are grounds to believe fraud or unlawful acts were committed;
• d) a risk was created to others' life, health or property or to the Platform's security;
• e) a service provider has repeatedly failed to answer requests, repeatedly cancelled bookings without good reason, failed to provide its service, or been the subject of repeated justified complaints;
• f) the law or a competent authority requires it.

20.2. Where the law allows and it does not harm security, we tell you the reason. For service providers the reason is shown in the panel. If you consider the decision unjustified, you may complain under section 23.

20.3. A suspended service provider is not shown publicly on the Platform and receives no new bookings or requests. A banned service provider's information is kept to prevent it from registering again.

20.4. Asuu Tseg App LLC reviews the existing bookings of a suspended or banned service provider case by case and, where necessary, cancels them under section 11.

20.5. A user asks for their account to be closed by writing from their registered email address to info@asuu.travel. We handle the request in accordance with the Law on Personal Data Protection and the Privacy policy. If active bookings, refunds or service provider settlements are not yet finished, the account is not closed until they are. Booking and payment information that the law requires us to keep is kept for the period set by law, even after the account is closed.

20.6. Restriction or closure of an account does not release anyone from obligations that arose earlier, such as payments, penalties or compensation for damage.

21. Limitation of liability and indemnity

21.1. Asuu Tseg App LLC is responsible for the obligations set out in 3.3.

21.2. Asuu Tseg App LLC is not liable for:

• a) the quality of the service provided by a service provider, the service provider's acts or omissions, or injury or damage they cause;
• b) the accuracy of the information service providers publish on the Platform (beyond the check described in 3.6);
• c) damage caused by force majeure as described in section 22;
• d) damage caused by the traveller's own fault, including damage from breaching these Terms, the law or safety instructions;
• e) failures of third-party services such as banks, payment institutions, the internet or electricity;
• f) lost income, damage from missed flights and other indirect or consequential loss.

21.3. Asuu Tseg App LLC's total liability in connection with a booking does not exceed the amount the traveller paid us for that booking.

21.4. The limitations in this section do not apply to:

• a) damage Asuu Tseg App LLC causes intentionally or through gross negligence;
• b) harm to life or health caused through Asuu Tseg App LLC's fault;
• c) our unlawful disclosure of personal data;
• d) other cases where the law forbids limiting liability, including the rights the Law on Consumer Rights Protection gives travellers;
• e) our obligation to make refunds under these Terms.

21.5. We try to keep the Platform running without interruption or error. However, maintenance, updates and technical failures may interrupt it temporarily, so we give no such guarantee.

21.6. If a third party brings a claim against Asuu Tseg App LLC on the following grounds, the user concerned compensates us, under the law, for the resulting damage, costs and compensation paid to others:

• a) the user, through their own fault, breached these Terms or the law;
• b) the user posted content that infringes others' rights;
• c) the claim concerns the service a service provider itself provided (in which case that service provider compensates us).

22. Force majeure

22.1. Force majeure means circumstances beyond the parties' control that could not be foreseen or prevented. These include natural disasters; snowstorms and dust storms of abnormal severity that make safe travel impossible; dzud; floods; fires; earthquakes; pandemics; quarantine; decisions of state authorities; border or road closures; war and civil unrest. They also include widespread outages of electricity, the internet, banks or payment systems.

22.2. A party that cannot perform its obligations because of force majeure is not liable for that. That party tells the other party as soon as possible. Force majeure does not release anyone from the obligation to refund payments received under these Terms.

22.3. If force majeure makes the trip impossible, the traveller or the service provider tells us. The service provider does not cancel the booking itself in such a case. If it is established that force majeure has made it impossible to provide the service, Asuu Tseg App LLC cancels the booking. When we cancel in this way, the traveller is offered a full refund or a move to another service under 11.3, and no penalty is charged to the service provider.

22.4. If the service can still be provided and the traveller decides to cancel the booking, section 10 applies.

23. Complaints

23.1. Complaints about the Platform, bookings, payments, refunds, service providers or reviews are made to info@asuu.travel or by phone on +976 86085522.

23.2. Please include in your complaint:

• your name and registered email address;
• the booking number (AB-…), if any;
• a description of the problem and the dates;
• supporting evidence (photos, transaction receipts and the like);
• the solution you want.

23.3. Report problems that arise during the trip at once, without waiting for the trip to end. That way we can help resolve them in time.

23.4. We reply to a complaint within 3 working days of receiving it. If further investigation is needed, our reply states the time needed to resolve it.

23.5. To resolve a complaint we may ask the service provider for explanations and evidence. The service provider provides them promptly.

23.6. If you are not satisfied with the decision on your complaint, the dispute is resolved under section 24.

24. Governing law and disputes

24.1. These Terms are interpreted and applied under the laws of Mongolia, including the Civil Code, the Law on Consumer Rights Protection and the Law on Personal Data Protection.

24.2. The parties first seek to settle any dispute relating to these Terms by negotiation, following the procedure in section 23.

24.3. If no agreement is reached, the dispute is resolved by the competent court of Mongolia.

24.4. This section does not limit your legal right to apply to the state authority responsible for consumer protection.

24.5. Disputes about a service between a traveller and a service provider are settled between them. Asuu Tseg App LLC may help resolve the dispute but does not become a party to it beyond its obligations under these Terms.

24.6. This section does not limit rights that the law of the country where you habitually live gives consumers and that cannot be excluded by contract.

25. Changes to the Terms and versions

25.1. Asuu Tseg App LLC may change these Terms because of changes in the law or in the Platform's services, the addition of new types of service, or to maintain security.

25.2. Every version of the Terms is numbered. The number of the version in force and the date it took effect are shown on this page.

25.3. A new version is published on this page. It takes effect from the date stated on the page. Changes that reduce the rights of travellers or service providers or increase their obligations are announced on the Platform and by email to registered addresses at least 14 days before they take effect. Changes required by law may take effect sooner.

25.4. If you keep using the Platform after a new version takes effect, you are deemed to accept it. If you do not accept it, you may stop using the Platform and have your account closed free of charge under 20.5. 25.5 applies to bookings made earlier.

25.5. Each booking is governed by the version of the Terms in force when it was made.

25.6. The number of the Terms version you accepted at registration and the date you accepted it are recorded on the Platform.

26. Miscellaneous and contact

26.1. The relationship between the parties is governed by these Terms, the Privacy policy, the conditions shown on the booking and payment pages, and any written agreement between Asuu Tseg App LLC and a service provider. In case of conflict they apply in this order: the written agreement (for that service provider only), the specific conditions shown on the booking page, then these Terms. Conditions on the booking page do not reduce the rights these Terms give the traveller.

26.2. If any provision of the Terms becomes invalid, the other provisions remain in force.

26.3. If Asuu Tseg App LLC does not exercise a right under these Terms at a given time, this does not mean it has waived that right.

26.4. A user may not transfer rights and obligations under these Terms to others without our consent. Asuu Tseg App LLC may transfer its rights and obligations in a reorganisation or succession.

26.5. The Terms may be published in several languages. If the language versions differ, the Mongolian text prevails. However, a difference in translation does not reduce your legal rights, and unclear provisions are interpreted in the traveller's favour.

26.6. Contact:

• Asuu Tseg App LLC (Asuu.Travel)
• Registration number: 4291263
• Address: Asuu Tseg App LLC building, Khiimori Garden, 24th khoroolol, 10th bag, Darkhan sum, Darkhan-Uul aimag, Mongolia
• Phone: +976 86085522
• Email: info@asuu.travel
• Website: asuu.travel