Trust & safety
Booking with confidence, by design
Kaia connects you with real, independent operators across Costa Rica. Here's exactly what protects you when you book and pay through the platform.
Verified local operators
Every operator goes through a review before their listings go live — business or guide information is checked, and ICT-certified operators display a verification badge on their profile. Certification isn't required to list, but it's always shown clearly when it applies.
Payment held in escrow
When you pay for a confirmed booking, Kaia holds the funds — the operator is not paid out until the experience is marked completed. If a booking is rejected or cancelled before that point, any amount charged is refunded automatically.
Secure payment options
Pay by card, Apple Pay, or Google Pay through Stripe, with SINPE Móvil for Costa Rican bank accounts, or crypto checkout if you prefer it. Kaia never stores your full card details — payment processing is handled by our payment providers.
Human support for disputes
If something goes wrong — a no-show, a mismatched experience, a cancellation dispute — our support team steps in to mediate between you and the operator, including issuing refunds when warranted.
Reviews from real, completed bookings
Only travelers who paid for and completed a booking can leave a review for that experience. There's no way to buy or fake a review on Kaia — what you read reflects trips that actually happened.
Kaia is a marketplace, not a tour operator — every experience is delivered by an independent local operator or guide. Kaia facilitates the booking, payment, and support around it.