Supplier Agreement

01 — The summary

• Listing is free. No setup fee, no monthly fee, no minimum bookings.
• We charge 12–15% commission on completed bookings only. Standard rate is 12%. Multi-day journeys and group bookings are 15%.
• You set your own price. What you set is what travelers pay; Orchao's commission is built in transparently.
• We pay you within 72 hours of a completed experience, provided no complaint is open. Into your Lao bank account, in kip.
• Travelers can pay the balance directly to you (cash, LOCA Pay, BCEL One, EZyKip, U-Money). We hold only the deposit (15% for 1–4 day bookings, 30% for 5+ day bookings). You receive the balance directly.
• Our default cancellation policy is trip-length-matched and significantly more generous to travelers than Viator or Intrepid. You can set stricter custom terms if your service requires it.
• You can leave any time, with no exit fee. You own your customer relationships — we don't lock them down.
• If a traveler complains, the payout for that booking is paused while our compliance team assesses it — fast, and with your side heard. If you genuinely didn't deliver what you sold, you authorize us in advance to refund the traveler and recover that amount from your payout. If the complaint isn't substantiated, you're paid in full. You can appeal any decision once. See Sections 05 and 11.

Everything below is the same rules, written more precisely.

02 — Who can list

To list on Orchao, you must be:

• A licensed Lao National Tour Guide (where required by the Lao Ministry of Information, Culture and Tourism for the experience type)
• A registered Lao tour operator, transport company, hotel, or sole-proprietor service provider
• Holder of any other licenses required for your specific service (e.g., commercial vehicle licenses for drivers, boat operator licenses for captains, hospitality licenses for accommodation)
• In good standing — no unresolved legal or tax issues at the time of application
• Holder of liability insurance appropriate to your service, where Lao law requires it

Orchao reserves the right to verify any of the above before activating a listing, and to request renewed verification annually or when laws change.

03 — Your agreement

By listing on Orchao, you (the "Supplier") and Brother Tours Co., Ltd. trading as Orchao ("Orchao") enter into a non-exclusive distribution agreement (the "Supplier Agreement"). The terms on this page form part of that agreement, alongside any service-specific terms you accept during listing (the "Individual Service Agreement").

Orchao is operated as a division of Brother Tours Co., Ltd., a Lao-owned tour operator licensed in the Lao People's Democratic Republic. References to "Orchao" throughout this agreement refer to Brother Tours Co., Ltd. operating under the Orchao brand. Supplier payouts may appear on bank statements under the Brother Tours Co., Ltd. name.

This is a commercial agreement between independent parties. You are not Orchao's employee, agent, or franchisee. You operate independently and remain solely responsible for the experiences you deliver.

04 — Listings & pricing

What you provide

• Accurate description of the experience or service
• Real, current photos (originals, not stock — we will reject stock imagery)
• Pricing in LAK (we will display in USD/EUR/GBP/etc. for travelers at current rates)
• Availability calendar, updated honestly
• Cancellation policy (default 24-hour, or your own custom policy disclosed at booking)
• Languages you operate in, group size limits, age restrictions, accessibility notes

Price parity (light)

We don't require absolute price parity across all your distribution channels. We do ask that your Orchao price is no higher than your direct or other-OTA price for the same product. This is to maintain traveler trust in the platform.

If you offer a lower price on your own website, that's fine — we don't compete with your direct relationships. If you offer a lower price on Viator or GetYourGuide, that's a problem because travelers comparing platforms will conclude Orchao is more expensive.

Quality of your listing

Orchao may edit listing copy for clarity, grammar, or consistency with our editorial style. We will not change pricing, terms, or material descriptions without your approval.

05 — Commission & payouts

Our commission rate

For comparison, Viator and GetYourGuide typically charge suppliers 20–30% commission. Our model exists because we believe lower commission is the right structural answer, not the heroic one.

Payment processing fee

On bookings where the payment is collected through the Platform, a payment processing fee is deducted from your payout, in addition to commission. This covers the non-recoverable cost charged by the payment gateway (card networks, online wallets) to move money — a cost the gateway charges on the original payment and does not return when a refund is later issued.

Orchao charges a single blended processing rate. The gateway's own cost differs by payment method — international cards cost more to process than Lao mobile wallets — but rather than pass that variance on to you, Orchao applies one fixed rate to every supplier and absorbs the difference itself. This means the processing fee you are charged is predictable and the same whatever payment method the traveler chooses. The current blended rate is published in your supplier portal and shown on the listing screen.

Charging a payment processing fee to the supplier is standard practice across booking platforms — GetYourGuide, for example, deducts a processing fee from supplier payouts in the same way. It is why travelers are never charged a processing fee on a refund: the cost sits in the platform's fee structure, not in the traveler's refund. The blended rate is passed through at Orchao's average cost — it is not additional margin for Orchao.

• The processing fee applies only to Platform-collected payments (card and online wallet). It does not apply to balances the traveler pays you directly in cash.
• It is a single fixed rate — it does not change with the traveler's choice of card or wallet.
• It is shown as a separate, itemized line on every payout statement in your supplier portal — never bundled or hidden.

What you receive

The booking flow depends on the trip length:

For 1–4 day bookings (15% deposit at booking):

1. Traveler pays the full booking price on Orchao (e.g., USD 100).
2. We charge a 15% deposit at booking (USD 15).
3. The traveler pays the remaining 85% (USD 85) on or before the day of the experience — either through the Platform or directly to you (cash, LOCA Pay, BCEL One, EZyKip, U-Money).
4. From the deposit we hold (USD 15), Orchao retains our commission of 12% on the total booking (USD 12), and pays you the remaining USD 3.
5. If the traveler paid the balance to you directly (USD 85), you keep that in full — no further commission is taken.
6. If the traveler paid the balance through the Platform, we transfer it to you within 72 hours of the experience being marked complete, less any payment processing fees, provided no complaint is open.

For 5+ day bookings (30% deposit at booking):

1. Traveler pays the full booking price on Orchao (e.g., USD 2,000 for a 7-day journey).
2. We charge a 30% deposit at booking (USD 600).
3. The traveler pays the remaining 70% (USD 1,400) on or before day one — either through the Platform or directly to you.
4. From the deposit we hold (USD 600), Orchao retains our commission of 15% on the total booking (USD 300, the multi-day commission rate), and pays you the remaining USD 300.
5. If the traveler paid the balance to you directly (USD 1,400), you keep that in full.
6. If the traveler paid the balance through the Platform, we transfer it within 72 hours of the experience being marked complete, provided no complaint is open.

In short: we hold a deposit, you receive most of the customer's money directly, and we pay the rest fast — once the experience is confirmed delivered.

Payout schedule

• Direct-to-Supplier balance: received immediately, in cash or wallet, on the day of the experience
• Platform-collected balance: paid to your Lao bank account within 72 hours of the experience being marked complete
• Deposit settlement: paid alongside the platform-collected balance, or in the next payout cycle if balance was collected direct

The 72-hour window exists for a reason: it is the period during which a traveler can raise a complaint about the experience (see Section 11). It protects both sides — it gives genuine issues time to surface before money has moved, and it gives you certainty that, once that window closes clean, the payment is final.

Payout holds during a complaint

If a traveler raises a complaint about an experience, the payout for that booking is frozen as soon as the complaint is opened, and stays frozen until our compliance team closes the case. This applies to the platform-collected balance and the deposit settlement for that specific booking. Your other bookings and payouts are unaffected.

• If the complaint is not substantiated, the hold is released and you are paid in full in the next payout cycle.
• If the complaint is substantiated, the refund amount our compliance team approves is deducted before payout — see "Refund recovery" below.

Refund recovery — your authorization

This clause is important; please read it carefully before you list.

When our compliance team assesses a traveler complaint and determines that you did not deliver the experience as structured, described, and sold, Orchao will refund the traveler. You authorize Orchao, in advance, to recover that refund amount by one or more of the following, at our discretion:

• deducting it from the frozen payout for the booking in question;
• deducting it from any other payout owed to you; or
• invoicing you directly, payable within 7 days, if no payout is available to offset against.

By accepting these Supplier Terms, you give Orchao your standing, advance consent to make these deductions, and you agree they may be made by our compliance team's decision without requiring your separate, case-by-case agreement and without prior notice. This is what allows us to refund a traveler quickly and fairly when an experience genuinely failed — without your money having to leave the platform first and be chased afterwards.

Recoverable amount. Where a refund is due because of a confirmed service failure on your part, Orchao refunds the traveler the full amount they paid, with no fee deducted from the traveler. The amount Orchao recovers from you is the traveler refund plus the non-recoverable payment processing cost on that booking — because both are real costs caused by the failed booking. This applies only to substantiated supplier-side failures. It does not apply where the refund results from a traveler's own cancellation, weather, or force majeure — in those cases nothing is recovered from you beyond the normal commission treatment.

This is not a power we use lightly, and it is bounded by safeguards: every deduction follows a documented compliance assessment in which your account of events is requested and considered (see Section 11), every deduction is itemized in your supplier portal with the reason and the evidence relied on, and you may appeal once to Orchao management for a final review. If an appeal succeeds, the amount is returned to you in full in the next payout cycle.

Currency and bank details

Payouts are in LAK to a Lao bank account (BCEL, LDB, JDB, ACLEDA, or any locally licensed bank). USD payouts to overseas accounts are available by arrangement, subject to Lao Central Bank rules.

Taxes

You are responsible for your own income tax, VAT, and any other Lao tax obligations on your earnings. Orchao provides you with annual earnings statements you can use for tax filing. We do not withhold tax on your behalf.

06 — Bookings & fulfillment

When a traveler books your experience:

1. You receive a notification by WhatsApp and email with the traveler's name, group size, languages, and any special requirements within 5 minutes of booking confirmation.
2. You must confirm or decline the booking within 4 hours during business hours, 12 hours overnight. Auto-confirm is available for established listings.
3. You contact the traveler directly via WhatsApp the day before the experience to confirm pickup details, meeting point, and final logistics.
4. You deliver the experience as described in the listing.
5. After the experience, you mark the booking complete in the supplier portal so we can process payouts.

If you must decline a booking after confirmation — for genuine operational reasons — you should contact us immediately so we can rebook the traveler with another supplier or process a refund. Pattern declining will result in lower listing visibility and may lead to listing suspension.

Delivering what you sold

You must deliver each experience as it is described in your listing and as you committed it to the traveler — the itinerary, the inclusions, the duration, the vehicle or boat, the language, the group size. The listing is the promise. A material gap between what was sold and what was delivered is a service failure, and is handled under Section 11.

Responding to a complaint

If a traveler raises a complaint, you must respond to Orchao customer support immediately, and in any case within 24 hours of our first contact about it. Speed matters: a fast response often lets us fix the problem in real time — sending a replacement, correcting logistics — and protects both your reputation and your payout. If you do not respond within 24 hours, our compliance team will assess and decide the case on the evidence available, including the traveler's account, without your input.

07 — Cancellation policy

The default policy (trip-length-matched)

Unless you specify otherwise, your listings use Orchao's default cancellation policy. The cancellation window matches the length of the trip booked, capped at 5 days:

What you keep: When a traveler forfeits a deposit, you receive your share of it (the deposit minus our commission) as compensation for the held slot and your committed time. We pay this in the next payout cycle.

Custom cancellation policies

For experiences that justify stricter terms — premium private journeys with major upfront supplier costs, large groups, experiences requiring rare permits, chartered boats — you may set a custom policy with longer notice windows. Custom policies must be:

• Reasonable and proportionate to the resources you commit at booking
• Clearly disclosed on the booking page before the traveler confirms
• Within the bounds of any applicable consumer protection law in the traveler's country

You may also set more lenient policies (e.g., free cancellation up to 12 hours before for a flexible day tour). We don't require you to use the default — only to disclose whatever policy you choose.

Why our default is more generous than industry standard

For comparison: Intrepid Travel and G Adventures charge travelers 100% of trip cost for cancellations within 30 days of a multi-day departure. Viator and GetYourGuide default to 100% within 24 hours.

Our default policy charges a maximum of 30% even for a 5+ day cancellation made the day before departure. This is deliberately more traveler-friendly because:

• Travelers cancel less often when they know the cancellation cost is bounded
• Generous terms compete on trust, which is our core positioning
• The deposit you keep typically covers your committed costs for shorter bookings

If your specific service has higher upfront costs (e.g., you've prepaid hotels for a 10-day route), use a custom policy to recover those. The default is a floor, not a ceiling.

Supplier-initiated cancellations

If you cancel a confirmed booking, the traveler receives a full refund of all amounts paid. We may seek reimbursement from you for:

• Payment processing fees not refunded by the processor
• Compensation costs if we rebook the traveler with another supplier at a higher rate
• Reasonable customer-service costs in cases of repeated supplier-initiated cancellations

Genuine force-majeure cancellations (weather, illness, vehicle breakdown) do not incur these fees, provided you give us reasonable notice and assist with the traveler's alternative arrangements.

08 — Quality standards

To maintain trust in the platform:

• You must operate safely, in compliance with Lao law, and with all required permits and insurance
• You must treat every traveler — regardless of nationality, race, gender, religion, sexual orientation, disability, or political view — with equal respect
• You must respond to traveler messages within reasonable timeframes (typically within 4 hours during operating times)
• You must keep your availability calendar accurate
• You must not solicit travelers booked through Orchao for direct bookings of the same experience on the same date (you may invite them to return for future bookings directly, after the original experience is complete)
• Average traveler ratings below 4.0/5 across more than 10 reviews may result in a quality review, training requirements, or — in extreme cases — listing removal

09 — No exclusivity

This is a non-exclusive arrangement. You may:

• List the same experiences on Viator, GetYourGuide, Klook, or any other platform
• Operate your own direct booking website
• Accept walk-up bookings, agency referrals, or any other distribution channel

We will never require exclusivity and we will never penalize you for working with other platforms. Our model assumes you have multiple channels — we just want to be the one that serves you best.

10 — Data & customer relationships

Travelers who book through Orchao remain Orchao's customers for the purpose of that booking. We share their contact details with you for the explicit purpose of fulfilling the experience.

You may not use traveler contact details for:

• Marketing your other services outside of the originally booked experience
• Selling traveler data to third parties
• Soliciting reviews on platforms other than Orchao without the traveler's clear consent

You may:

• Stay in touch with travelers personally if they share their personal contact (your personal WhatsApp, email, or social) and invite you to
• Accept direct bookings from former Orchao travelers for future experiences, after the original booking is complete
• Reference your work with travelers in your own marketing, with their permission and without disclosing their personal information

11 — Complaints, disputes & resolution

This section explains what happens when a traveler raises a complaint about an experience you delivered. It mirrors the process travelers see in our Booking Terms, so both sides operate under the same rules.

The process

1. A traveler must raise a service-failure complaint with Orchao customer support within 72 hours of the problem occurring — measured from when the failure happens, and excluding any period the traveler genuinely could not reach us (no signal, mid-trek, medical). This 72-hour window matches the standard used by major booking platforms. Complaints raised after that window cannot be guaranteed a refund and are reviewed only at Orchao's discretion — except for safety incidents, injury, fraud, or overcharging, which have no deadline.
2. We notify you immediately and ask for your account of what happened. You must respond within 24 hours. If you do not, our compliance team decides the case on the evidence available, including the traveler's account, without your input.
3. Our compliance team reviews both sides — the traveler's complaint, your response, photos, messages, booking records — and measures the gap between what was sold and what was delivered.
4. We act immediately where a live fix is possible, or otherwise complete our assessment and decision within 24 hours of the case opening.
5. The outcome — real-time fix, free reschedule, partial refund, full refund, or no action — is decided case by case, proportionate to the failure.
6. You may appeal once to Orchao management for a final decision. A successful appeal returns any deducted amount to you in full in the next payout cycle.

How refunds are funded

Refunds resulting from a substantiated supplier-side service failure — you didn't show up, the experience was materially shorter or different from the listing, a promised inclusion was missing, the vehicle or boat was not as booked, the description was materially inaccurate, or you charged more than the agreed price — are recovered from you. As set out in Section 05 ("Refund recovery"), you have given Orchao your advance authorization to recover these amounts from the frozen payout for the booking, from other payouts owed to you, or by direct invoice — by our compliance team's decision, without requiring your separate case-by-case agreement and without prior notice. Every such deduction is itemized with its reason and evidence in your supplier portal, and remains subject to your right of appeal.

Refunds resulting from a customer-side issue — the traveler decided not to go, weather they personally didn't like, a change of plans — are absorbed by Orchao's deposit retention. You keep your share; nothing is recovered from you.

Payout freeze during a complaint

While a complaint is open, the payout for that booking is frozen (see Section 05). It is released in full if the complaint is not substantiated, or released net of the approved refund if it is. This is how we keep traveler refunds fast without making honest suppliers wait: the money stays on the platform only as long as a genuine question is open about that one booking.

Why this is fair to you

These rules cut both ways in your favor. The 72-hour traveler deadline — the booking-platform standard — means you are not exposed to stale complaints weeks after a trip. The requirement that we hear your side means no refund is taken against you unheard. The appeal right means a wrong decision can be corrected. And a clean 72-hour window with no complaint means your payment is final and certain.

12 — Suspension & termination

Either party may end this Supplier Agreement at any time, for any reason, with 30 days' written notice. Bookings already confirmed at the time of termination must be honored.

Orchao may immediately suspend or terminate a listing without notice if:

• The supplier loses required licenses or permits
• The supplier is found to have misrepresented an experience
• The supplier behaves illegally, dangerously, or in serious breach of these terms
• Repeated quality issues remain unresolved after a quality review
• The supplier solicits a chargeback or attempts to bypass the platform on a confirmed booking

On termination, Orchao will pay all earnings due within 30 days, less any pending refunds or disputed amounts.

13 — Insurance & liability

You represent and warrant that:

• You hold all licenses, permits, and insurance required by Lao law for the experiences you offer
• Your vehicles, vessels, and equipment are properly maintained and legally roadworthy / seaworthy
• Your personnel are trained and competent to deliver the experiences as described
• You will deliver experiences in accordance with industry-standard practices and applicable safety regulations

Orchao acts as a booking platform. We are not liable for the operational delivery of your services. To the extent permitted by Lao law, you indemnify Orchao against claims arising from your operations, your personnel, your vehicles, or your premises, except to the extent caused by Orchao's own negligence.

14 — Contact

For all supplier-related questions:

Email: partners@orchao.com WhatsApp (supplier line): +856 20 XX XXX XXX Office: Brother Tours Co., Ltd. (trading as Orchao), Vientiane, Lao PDR

Want to become a partner? Listing is free. We charge a small commission only when you complete a booking. To apply, visit the become a partner page and submit your details. We typically respond within 48 hours.

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This Supplier Agreement is governed by the laws of the Lao People's Democratic Republic. Disputes between Orchao and a Supplier that cannot be resolved through direct negotiation will be subject to mediation in Vientiane, and failing resolution, to the exclusive jurisdiction of the courts of Vientiane.

© 2026 Orchao, a division of Brother Tours Co., Ltd. · Reg. No. [BT-REG-NUMBER] · Vientiane, Lao PDR