Frequently asked questions

You send a booking request for a date and party size — this does not charge you yet. The operator reviews their real availability and confirms or declines. If they confirm, you pay to lock in the spot; if they decline, nothing is charged. You'll see the status update at every step: request created → pending → confirmed → paid → completed.

Card (Visa, Mastercard, Amex) and Apple Pay / Google Pay through Stripe, SINPE Móvil for payments from Costa Rican bank accounts, and crypto checkout for international travelers who prefer it. You choose the method at checkout; the total and currency are always shown before you confirm.

Your payment is held by Kaia in escrow once the booking is confirmed and paid — the operator is not paid out until after the experience is marked completed. If an operator cancels or a trip doesn't happen as booked, our support team steps in to resolve it, which can include a refund.

Each operator sets their own cancellation policy, shown on the experience page and at checkout before you pay — so you know the terms up front. If an operator cancels or rejects your request after you've paid, you're refunded automatically.

You're booking an independent local operator or guide — Kaia is the marketplace that connects you, handles payment, and provides support if something goes wrong. Kaia does not run tours itself; every experience you see is offered by a real operator based in Costa Rica.

The site works in Spanish and English, with additional languages rolling out over time. Prices are shown in US dollars and Costa Rican colones depending on your settings, and the exact charge amount and currency are always confirmed before you pay.

Apply through operator onboarding with your basic business or guide information. Once reviewed and approved, you build your listing — photos, description, pricing, availability — and it goes live in the marketplace search.

Kaia charges a flat 10% commission on completed, paid bookings. No listing fees, no monthly subscription — you're only charged when you actually get a booking.

Traveler payments are held in escrow by Kaia while the booking is pending and confirmed. Once the experience is marked completed, the payout — minus the 10% commission and processing costs — is released to you.

No — Kaia welcomes ICT-certified operators, established local businesses, and independent guides alike. ICT certification is shown as a verification badge on your profile where it applies, but it is not required to join the marketplace.