Carmen

Carmen Terms of Service and Membership

Effective

These Terms govern Carmen’s websites, applications and household travel membership. Your agreement is with Long Game Ventures Inc, operating as Carmen, at 759 Waller Street, San Francisco, CA 94117, United States. Contact support@gowithcarmen.com for membership, cancellation, support or complaints.

You accept these Terms when you affirmatively agree to them in an account, membership or order flow that identifies them. A membership order controls its stated plan, household, price and service period. The Privacy Policy explains information handling; accepting these Terms does not replace a separate consent required for a particular use of information. Mandatory consumer rights remain available.

The account holder must be at least 18 and able to enter a contract. Member covers the account holder, one partner and dependent children in the household. Adults manage the account and requests; household coverage does not create a child account. You must have authority to supply another traveler’s information or approve an action for them.

Keep contact, traveler and payment information accurate, protect your account and promptly report unauthorized access. Do not use Carmen unlawfully, misuse another person’s information, impersonate others, interfere with the service or bypass access controls.

Carmen combines AI-assisted research and supported actions with human travel assistance. We help plan trips, organize authorized travel information, make recommendations and assist with supported reservations and changes. Available supplier integrations and actions can vary.

Urgent travel assistance is staffed 24 hours a day, seven days a week through the member’s existing Carmen messaging thread. This is not a guarantee of an immediate reply, a supplier’s availability or a particular outcome. Carmen does not replace emergency services; contact the appropriate local emergency service when necessary.

AI and third-party information can be incomplete or wrong. Quotes and recommendations are not confirmed reservations. Carmen remains responsible for the reasonable care and skill required for its own service. An AI or supplier outage does not remove our human-assistance commitments or refund obligations.

Member costs US$3,000 per household per year. The first 100 eligible households pay US$2,000 for their first year. A later term is offered at the price disclosed before its purchase.

The paid year starts after onboarding is complete and Carmen confirms activation in writing. We do not charge the annual fee before that point. The membership confirmation identifies the household, activation and expiry dates, amount paid and applicable terms.

Flights, hotels, meals, experiences, insurance, taxes, deposits, supplier penalties and other travel purchases are separate. We disclose any additional Carmen fee and the total applicable charge before you approve it.

Membership does not automatically renew. We invite you to purchase a new annual term, ordinarily about 30 days before expiry, with its price and dates. You are charged only after affirmatively purchasing that new term.

Email support@gowithcarmen.com to end membership or decline renewal. No reason or retention call is required. Unless you ask for an earlier end or a refund applies, service continues through the paid term. Removing the app or disconnecting an account does not itself cancel travel reservations.

You may request a full refund of your first membership fee within 14 days of activation. This does not cancel or refund separately approved travel purchases. After that period, early termination ordinarily does not create a prorated membership refund, except for a refund promised here or required by law.

Where EU or UK distance-contract withdrawal rights apply, you may also withdraw by an unequivocal statement within 14 days after the contract is concluded, or any longer applicable period. Refunds due on statutory withdrawal are made within 14 days of notice. Starting service does not by itself waive those rights. We do not deduct a service-use charge from our separate promised full initial-fee refund. Rules for a date-specific travel booking do not automatically govern the annual membership.

You authorize research and supported work within your instructions. Connecting an account, storing a card or asking for a trip plan does not authorize a purchase.

Before a booking, paid change, fee-bearing cancellation, points redemption or other material financial commitment, Carmen obtains your explicit approval of the action, travelers, price or spending limit and material supplier terms. A continuing authorization must separately identify its scope, limits and duration and how to withdraw it. An amount above your approved limit needs new approval.

You may withdraw an instruction before it is acted on. We will explain if it has already created a commitment. An action completed within your authority may remain subject to supplier charges. These Terms do not appoint Carmen as your general agent for unrelated contracts.

Before an approved transaction, we identify the supplier and, where relevant, the booking agency or merchant taking payment, together with material payment, cancellation, refund, change and no-show terms. Carmen arranges or assists with supported bookings on your behalf unless a separate agreement identifies a different role. This does not exclude responsibility imposed on Carmen by agency, package-travel or consumer law.

A reservation is confirmed only when the relevant provider confirmation or ticket is obtained. Prices and availability can change before confirmation. Supplier terms govern their services subject to applicable law; Carmen remains responsible for its own errors and obligations. We assist with supported changes and refunds but cannot guarantee a supplier’s decision.

Provider commissions or referral compensation, and any separate fee charged to you, are disclosed where applicable. We provide any registration, agency or other booking disclosure required for the transaction.

Check the traveler details and material terms shown for approval, and tell us promptly about an error. You remain responsible for passports, visas, entry eligibility and health requirements applicable to you. We help with supported research and reminders but cannot issue government permissions or guarantee admission.

You retain rights in information and content you provide. You grant Carmen the limited permission to store, process, reproduce and transmit that information and generated results as needed to carry out your requested service, maintain your preferences, provide support and protect the service, subject to the Privacy Policy and your choices.

Connecting a third-party account permits only the access you grant and supported actions you authorize. It does not approve unrelated actions, purchases or public disclosure. Third-party platform terms and charges can also apply.

Carmen does not use private travel information, messages or connected-account information to train generalized AI models. Processing a task with an AI model, retrieving relevant information and remembering your preferences are separate activities. Feedback does not waive confidentiality or authorize generalized-model training on the underlying private records. Google-derived data remains subject to Google’s Limited Use restrictions.

As between you and Carmen, you retain or receive any transferable rights Carmen has in results generated for you. This does not transfer Carmen’s software, branding or third-party material, or promise that an AI result is exclusive or copyrightable. Publicity, testimonials and use of private trips or photographs in advertising require separate permission.

We contact you about your account, travel, approvals and security through the channels you choose. Messaging services can apply their own terms and charges; message and data rates may apply.

Marketing is subject to separate choices and any required consent. Marketing consent is not a condition of membership. You may stop marketing while continuing requested service communications through an available channel. We give required notice and obtain required consent before recording a call.

We may restrict access or decline a request when reasonably necessary for security, unlawful activity, abusive conduct, a material breach or unpaid fees. Where practical, we explain and allow a reasonable opportunity to resolve the issue.

If Carmen ends a paid membership for convenience or permanently stops the included service, we refund the unused prepaid fee on a prorated basis. A material service failure or reduction that is not promptly remedied can also entitle you to end the affected service and receive an appropriate refund, alongside mandatory remedies. Any lawful deduction following your material breach must reflect reasonable losses without double recovery.

Ending membership, changing a supplier reservation and deleting personal information are separate actions. Outstanding authorized supplier charges remain payable.

Carmen provides its own service with reasonable care and skill. Independent providers are responsible for their services, subject to any responsibility the law places on Carmen.

To the extent permitted by law, we exclude indirect or consequential losses and business losses arising from personal use. Subject to the exceptions below, Carmen’s total liability is limited to the greater of US$100 or the membership fees paid or payable for the 12 months before the event giving rise to the claim.

These limits do not apply to fraud, willful misconduct, gross negligence, death or personal injury caused by negligence, refunds expressly owed, unauthorized transactions, or a liability or remedy the law does not allow us to limit. Mandatory travel, privacy and consumer protections remain available.

We may update these Terms and provide notice of material changes. A change does not retroactively authorize an action or reduce an accrued right. Where new agreement or consent is required, we obtain it before applying the relevant change. If a material change prevents delivery of the purchased service, the termination and refund provisions above apply.

California law governs, subject to mandatory protections in your place of residence. Disputes may be brought in competent state or federal courts in San Francisco, California, without restricting a consumer’s legally protected right to proceed elsewhere. There is no mandatory arbitration or class-action waiver.

If part of these Terms is unenforceable, the rest continues where legally possible. Nothing restricts an honest review, lawful complaint, chargeback or regulator contact. Send questions, cancellations or complaints to support@gowithcarmen.com, or write to Long Game Ventures Inc, 759 Waller Street, San Francisco, CA 94117, United States.