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In Polynesian, varua means the soul, the spirit of a place. Every island has one. Every journey too. Tell me what you're looking for — I'll help you find yours.
Fenua Holidays SAS is a simplified joint-stock company registered in French Polynesia. Registered office: Lotissement Miri N°21 — Résidence Rahiti, Appt 1 — 98718 Punaauia, French Polynesia. Postal address: BP 42199 — 98713 Papeete — RCS Papeete 2640 B.
TAHITI number: G53243. Share capital: 200,000 XPF. Publication director: Renaud Coquille, President. Contact: info@fenuaholidays.com / Phone: +689 87 70 45 40.
Fenua Holidays holds a License B — Excursion Bureau (decree n° 2588/PR of December 17, 2025), authorizing it to act as a travel agent for the sale of standalone tourism services in French Polynesia.
Fenua Holidays is a digital tourism booking platform specialized in French Polynesia. The Platform allows users to:
Fenua Holidays SAS is a simplified joint-stock company registered in French Polynesia (RCS Papeete 2640 B, TAHITI number G53243, share capital 200,000 XPF). It holds a License B — Excursion Bureau (decree n° 2588/PR of December 17, 2025).
Fenua Holidays has established a financial guarantee of 2,000,000 XPF in accordance with regulations applicable to travel agencies and excursion bureaus in French Polynesia, in the form of a bank guarantee with Banque de Tahiti, protecting clients in the event of the company's financial failure.
Fenua Holidays holds Professional Civil Liability insurance taken out with Helvetia (coverage limit 1,500,000 EUR, policy n° 92601405, valid from 03/03/2026 to 02/03/2027), covering damage that may be caused to third parties in connection with its own activity of operating the Platform and acting as intermediary. Damage occurring during the performance of services (accommodations, activities) falls under the RC Pro insurance of the relevant Provider.
Fenua Holidays acts as a matchmaking intermediary between Users (travelers) and tourism Providers (accommodation providers, activity organizers), without itself being a tourism service provider. Tourism services are provided directly by partner Providers listed on the Platform.
Services covered by the Platform:
Services not covered (exclusions):
For these excluded services, Fenua Holidays may provide information and recommendations, but does not act as a booking intermediary.
These GTU apply to use of the Platform as a digital service. They are supplemented by the General Terms and Conditions of Sale (GTCS — fenuaholidays.com/en/cgv), the Privacy Policy (fenuaholidays.com/en/privacy-policy) and the Legal Notice (fenuaholidays.com/en/legal-notice). Cookies and trackers are detailed in the Privacy Policy.
In the event of a contradiction between these documents, the order of priority is: (1) General Terms and Conditions of Sale, including the specific conditions unique to each Provider, for commercial aspects; (2) General Terms of Use, for technical/usage aspects; (3) Privacy Policy, for personal data; (4) other documents.
Access to and use of the Platform is conditioned on unreserved acceptance of these GTU. By accessing the Platform, creating an account, or making a booking, you acknowledge having read these GTU and undertake to comply with them.
The Platform is reserved for persons with legal capacity to contract (minimum age 18, legal capacity to enter into contracts). Minors may browse the Platform under the supervision of a legal representative, but may not create an account or make a booking without parental authorization. If you act on behalf of a legal entity, you warrant that you have the necessary authority to bind it.
Acceptance of the GTU is evidenced by the mandatory checkbox "I accept the General Terms of Use" when creating an account. Without explicit acceptance, you cannot create an account or make a booking.
These GTU are available at any time on the Platform via the "General Terms of Use" link in the footer. We recommend downloading and keeping a copy of the GTU applicable at the time of your registration.
Fenua Holidays reserves the right to amend these GTU at any time, in particular to adapt them to the evolution of the Platform, comply with legislative changes, improve User protection, or correct errors.
In the event of a substantial amendment, Fenua Holidays informs registered Users, cumulatively, via notification email, an information banner on the Platform, and an update to the "Last updated" date at the top of the GTU. Notice period: minimum 30 days before entry into force for major amendments.
The amended GTU apply automatically to all Users as soon as they enter into force. If you do not accept the new GTU, you have the right to immediately terminate your account without penalty by contacting info@fenuaholidays.com within 30 days of notification. If you continue to use the Platform after the new GTU enter into force, you are deemed to have accepted them.
The GTU applicable to a booking are those in force at the time the booking is confirmed (date payment is validated). Subsequent amendments do not apply retroactively to bookings already confirmed.
Creating a user account is mandatory to make a booking. You may browse the Platform freely, view offers, and interact with Tiki Bot without creating an account. However, booking and payment require an active account.
Step 1 — Required information: last name and first name, valid email address, secure password, country of residence, phone number (recommended).
Step 2 — Acceptance of the GTU and Privacy Policy: mandatory checkbox.
Step 3 — Email address verification: a confirmation email is sent; click the verification link within 48 hours to activate the account. Without verification, the account remains inactive and cannot be used to book.
Your password must be at least 8 characters, with at least 1 uppercase letter, 1 lowercase letter, 1 digit, and 1 special character (e.g., @, #, !, $, %, &). Valid example: Fenua2026!
Fenua Holidays may offer account creation via third-party services (Facebook, Google, Apple). By using this option, you authorize Fenua Holidays to access your public profile information, and you remain subject to Fenua Holidays' GTU and the third-party service's privacy policy. You may disconnect your account from the third-party service at any time.
Only one account per natural person. Creating multiple accounts to circumvent restrictions (multiple reviews, promotion abuse) is strictly prohibited and constitutes grounds for permanent suspension (see Article 10.3).
Creating and managing a user account is entirely free. No subscription or service fee is charged for using the Platform. Only bookings made with Providers give rise to payment, at the displayed price. Fenua Holidays is remunerated exclusively through a commission paid by Providers (see GTCS).
You are solely responsible for the confidentiality of your login credentials and for all actions performed from your account. You undertake to never share your credentials with third parties, log out after each use on a shared device, and immediately report any unauthorized use of your account to info@fenuaholidays.com.
You may modify your account information at any time from "My Account." Changing your email address requires new verification. Certain contractual information (last name, first name) cannot be changed after a booking is confirmed, except for a manifest error reported to customer service.
You can change your password from "My Account" > "Security." If forgotten, use the "Forgot password?" feature; the reset link is valid for 24 hours. If unauthorized access is suspected, Fenua Holidays may ask you to reset your password as a security measure.
Your account retains a complete history of your bookings (confirmed, cancelled, invoices, refund receipts), accessible from "My Bookings" for 3 years from the end of the service. Invoices and accounting records are then retained by Fenua Holidays for 10 years (legal obligation).
Your account displays your accumulated solidarity credit, its history per booking, the allocation of your contributions to local projects, and the projects supported (impact traceability) — see GTCS Article 17.
You may request permanent deletion of your account at any time, via "My Account" > "Settings" > "Delete my account," or by email to info@fenuaholidays.com (subject "Account deletion"). Your account is deactivated within 48 hours and permanently deleted within 30 days (security period).
Deletion results in loss of access to your personal space and history, permanent deletion of your personal data (in accordance with GDPR, see Article 17), limited retention of past booking data for legal retention periods (10 years for accounting records), and loss of unallocated solidarity credit (not convertible to cash).
You cannot delete your account if you have confirmed future bookings. Two options: wait until all your current bookings are complete, or cancel all your future bookings (subject to applicable cancellation policies, see GTCS Article 11) and then delete the account.
Fenua Holidays reserves the right to delete or suspend your account without notice in the event of serious or repeated violation of these GTU, fraudulent use, publication of illicit content, unpaid amounts or repeated disputes, or prolonged inactivity (no login for 3 years). No refund or compensation will be due in the event of deletion for legitimate cause.
Browsing and viewing content is free: viewing offers, comparing prices, reading reviews, cultural information, interacting with Tiki Bot. No account is required for these uses.
Certain features require an account: making a booking, viewing history, publishing a review, viewing solidarity credit, saving favorites, receiving personalized alerts.
Step 1 — Search: select destination, dates, number of travelers, filters.
Step 2 — Comparison: view search results, compare prices, reviews, amenities.
Step 3 — Booking: select dates and options, review summary, create account or log in, secure payment (see GTCS Articles 16-17).
Step 4 — Confirmation: confirmation email with voucher, automatic Provider notification, view in "My Bookings."
Step 5 — After the stay: invitation to leave a review (see Article 13), view solidarity credit and its impact.
You undertake to provide accurate, complete, and up-to-date information (identity matching your official travel documents, valid contact details, bank details you own or are authorized to use). Any deliberate false statement may result in refusal of the booking, its cancellation without refund, or suspension/deletion of your account (see Article 7.4).
You undertake to use the Platform in accordance with applicable French and Polynesian laws and regulations, these GTU, and public morality and order.
You undertake to use the Platform in good faith and fairly, respecting other users, Providers, and Fenua Holidays.
You undertake not to infringe the rights of third parties: intellectual property, image rights and privacy, reputation (defamation, disparagement, insults).
You are responsible for the security of your access: antivirus and firewall, secure connections (avoid unprotected public WiFi for payments), keeping your browser and operating system up to date. Fenua Holidays cannot be held liable for damage resulting from a failure to secure your equipment.
You have an obligation to report to Fenua Holidays any manifestly illicit content you become aware of, by email to info@fenuaholidays.com specifying the URL and the reason. Fenua Holidays undertakes to process any report within 48 business hours (see Article 14).
You undertake not to saturate or overload the servers with excessive automated requests. Using automated tools to massively extract data is strictly prohibited (see Article 10.2).
Fraud and abuse: providing false personal information, using a bank card you are not authorized to use, making fictitious bookings, attempting to circumvent payment or commission systems, creating multiple accounts to abuse promotions.
Security breaches: attempting unauthorized access to servers, introducing viruses/malware, compromising security measures.
Illicit content: defamatory, insulting, discriminatory, or hateful reviews; violent photos/videos or those infringing on privacy; incitement to hatred or violence.
Intellectual property infringement: copying or distributing Platform content without authorization; using the "Fenua Holidays" trademark or logo without written authorization.
Unfair competition: massive scraping to create a competing database; contacting Providers directly to book outside the Platform to avoid commission.
Scraping (automated data extraction) is strictly prohibited: massive extraction of prices, availability, descriptions, or photos; collecting User or Provider information; continuous monitoring of Platform changes. Exception: use of Fenua Holidays' public API (if available) is authorized within the limits of its own terms of use.
Graduated sanctions: warning (email), temporary suspension (7 to 30 days), permanent deletion.
Immediate sanctions (serious violations): immediate deletion without notice in the event of proven fraud, security breach, or serious illicit content; reporting to competent authorities in the event of a criminal offense.
Fenua Holidays reserves the right to take legal action against any user who has caused harm to the Platform, Providers, or other Users.
Tiki Bot is an AI-augmented conversational assistant integrated into the Platform. It answers questions about French Polynesia, recommends destinations and activities, helps build a personalized itinerary, provides practical advice, tells Polynesian legends, and answers questions about bookings.
Base A — cultural and contextual (vector RAG): cultural, historical, and geographical information, traditional legends, qualitative descriptions, general travel advice. Free interpretation authorized, narrative creativity, contextualization to the User's profile.
Base B — strict contractual (SQL + real-time APIs): exact prices, precise capacities, real-time availability, exact cancellation policies, contractual conditions. No interpretation authorized — strict citation with source, complete traceability.
Tiki Bot is a conversational assistant, not a human travel agent. Tiki Bot's recommendations do not constitute a contractual commitment on the part of Fenua Holidays or Providers. Tiki Bot may occasionally provide incomplete or inaccurate answers, particularly regarding Base A data. Only Base B information (prices, capacities, availability, policies) is authoritative and contractually binds the parties at the time the booking is confirmed. You remain responsible for verifying the information provided by Tiki Bot before finalizing a booking.
In the event of a manifest error in a Tiki Bot response concerning contractual data (Base B), you can report it by email to info@fenuaholidays.com; Fenua Holidays undertakes to quickly correct Base B and notify you.
Tiki Bot is supervised by the Fenua Holidays team: continuous monitoring of conversations, automatic escalation to human customer service if Tiki Bot cannot answer, and a right of rectification within 48h via info@fenuaholidays.com in the event of erroneous contractual information.
Conversations with Tiki Bot are recorded in order to detect and correct errors, improve recommendation algorithms, train teams, and provide personalized support (see Article 17). You may request access to your conversation history via "My Account," or their deletion via info@fenuaholidays.com (except data retained under legal retention periods).
You undertake not to attempt to circumvent or manipulate Tiki Bot's responses (prompt injection, jailbreaking), use it for abusive or repetitive requests, massively extract data for a competing commercial purpose, or submit illicit, offensive, or discriminatory questions. In the event of a violation, Fenua Holidays reserves the right to restrict or block your access to Tiki Bot (see Article 10.3).
All content on the Platform is protected by intellectual property rights and is the exclusive property of Fenua Holidays SAS or its partners: the "Fenua Holidays" trademark and Tiki Bot logo, the Provider database, text written by Fenua Holidays, photos and videos, the Platform's design and interface, source code and software, and recommendation and AI algorithms.
Providers listed on the Platform retain intellectual property rights over their own content (descriptions, photos, logos). By agreeing to be listed, they grant the Platform a non-exclusive, worldwide, and royalty-free license to use, reproduce, and distribute their content on the Platform and in Fenua Holidays' communication materials.
You are authorized to view and browse for your personal use, download and print pages for your personal use, and share links on social media. You are NOT authorized to reproduce content for commercial purposes, create a competing database, modify or create derivative works, or use the trademark/logo without written authorization.
If you believe that content published on the Platform infringes your intellectual property rights, you may notify Fenua Holidays via info@fenuaholidays.com with your full contact details, a description of the disputed content, justification of your rights, and a good-faith declaration. Fenua Holidays undertakes to process the request within 7 business days.
User-Generated Content refers to any content published on the Platform: customer reviews, photos and videos, Q&A, comments on blog articles.
Customer reviews are reserved for Users who have made a confirmed booking. You must own or hold distribution rights to photos/videos. Q&A is open to all registered Users. Reviews may be published up to 3 months after the end date of the stay or activity; after this period, publication is no longer possible.
By publishing content, you grant Fenua Holidays a worldwide, non-exclusive, transferable, sublicensable, and royalty-free license to use it, reproduce it, distribute it on the Platform, translate it into other languages, moderate/edit/delete it in the event of a violation, and use it in communication materials with your first name and the first letter of your last name. You remain the owner of your content and may delete it at any time via "My Reviews" (the license ends after deletion, except for content already distributed).
Authorized content: authentic reviews based on your personal experience, constructive and substantiated criticism, decent-quality photos/videos taken during your stay.
Prohibited content: false or fraudulent reviews, defamatory/insulting/discriminatory/hateful content, obscene or violent content, third parties' personal data, advertising links, off-topic content, reviews that are too short (fewer than 50 characters) or meaningless.
Sanctions: refusal to publish (with notification of the reason), removal after publication if reported, account suspension for repeat offenses.
You are solely responsible for the User Content you publish. Fenua Holidays acts as a technical host (within the meaning of the French Digital Economy Trust Act, LCEN) and is not liable a priori for the content of reviews. Fenua Holidays undertakes to moderate content within a reasonable time and to promptly remove any manifestly illicit content (within 48h). By publishing illicit or defamatory content, you personally incur civil and criminal liability and indemnify Fenua Holidays against any third-party claim.
Automated review (immediate): verification of an actual booking, detection of prohibited keywords, detection of suspicious patterns.
Human review (if necessary): triggered upon report, analysis within 48 business hours maximum, reasoned decision (publication, refusal, or removal with notification to the author). Maximum publication delay: 72 business hours after submission.
No verified booking, illicit content, disclosed personal data, off-topic content, empty or too-short review (fewer than 50 characters), spam or advertising links, conflict of interest. In the event of refusal, you receive an email explaining the reason and may submit a revised, compliant version.
Any user may report content they consider illicit by selecting the reason for the report and an optional explanatory comment. The report is reviewed within 48 business hours; the decision is notified to the reporter and the author. Manifestly abusive or repeated reports may result in the suspension of your account (see Article 10.3).
Providers may publish a public reply under a review within 14 days, in a professional, courteous, and constructive tone, with the option to provide factual clarifications, but without personal attacks or disclosure of the client's personal data. Replies are subject to the same moderation rules as reviews.
Fenua Holidays acts as a technical intermediary between Users and Providers. As an intermediary, Fenua Holidays is only responsible for the proper functioning of the Platform, the correct transmission of information, and the initial verification of Providers' regulatory compliance.
Fenua Holidays is not liable for the performance of tourism services, damage suffered during a stay or activity, the accuracy of information provided by Providers, or direct disputes between Users and Providers. In the event of a dispute with a Provider, you must contact them directly in the first instance; Fenua Holidays may facilitate the connection, without substituting itself for the Provider.
Fenua Holidays' liability is limited to direct damages resulting from a proven fault of the Platform in performing its obligations as a technical intermediary. Fenua Holidays cannot be held liable for indirect damages, the consequences of fraudulent use by a third party, service interruptions due to force majeure, or errors in content provided by Providers.
Liability cap: Fenua Holidays' total liability to a User shall not exceed the total amount paid by the User for the booking concerned.
Providers listed on the Platform are solely responsible for the performance of services, the safety of Users, taking out RC Pro insurance, and compliance with Polynesian tourism legislation. Fenua Holidays verifies regulatory compliance at the time of initial listing, but does not guarantee ongoing compliance.
Fenua Holidays holds RC Pro insurance (Helvetia, limit 1,500,000 EUR, geographic exclusions USA/Canada — see GTCS Article 30) covering damage caused to Users solely within the scope of Fenua Holidays' obligations as a technical intermediary. It does not cover damage resulting from the performance of services by Providers.
Fenua Holidays strives to keep the Platform accessible 24/7, subject to maintenance operations and force majeure events. Availability objective: 99% of the time on an annual basis (approximately 3.65 days of cumulative downtime maximum per year).
Regular maintenance is scheduled outside peak usage hours. Users are informed by email and an information banner at least 48 hours in advance of maintenance causing downtime of more than 2 hours. In the event of urgent necessity (security flaw, critical bug), emergency maintenance may be performed without notice.
Fenua Holidays cannot be held liable for interruptions resulting from natural disasters, wars, epidemics, general strikes, government decisions, web hosting provider outages, telecommunications network outages, cyberattacks, or third-party service failures. In the event of a prolonged interruption (more than 24 hours), Fenua Holidays undertakes to communicate regularly and offer alternative solutions where possible.
No compensation will be due in the event of a service interruption, unless the interruption results from a proven gross fault by Fenua Holidays causing direct and certain harm. In such a case, compensation will be limited to the amount of the Fenua Holidays commission deducted from the booking concerned.
Fenua Holidays' processing of personal data — categories of data collected, purposes and legal bases, recipients and subcontractors, retention periods, international transfers, security measures, cookies and trackers — is detailed in the Privacy Policy, available at fenuaholidays.com/en/privacy-policy.
The data controller is Fenua Holidays SAS — Lotissement Miri N°21, Résidence Rahiti, Appt 1, 98718 Punaauia / BP 42199, 98713 Papeete, French Polynesia — Email: info@fenuaholidays.com.
Processing is governed by amended law n° 78-17 of January 6, 1978, applicable in French Polynesia, which applies GDPR rules, as well as by the GDPR itself for persons located in the European Union. The competent supervisory authority is the CNIL (www.cnil.fr).
You have rights of access, rectification, erasure, restriction, objection, portability, withdrawal of consent at any time, and post-mortem directives regarding your data, under the conditions detailed in the Privacy Policy. To exercise your rights: info@fenuaholidays.com — response within 1 month maximum. You may also lodge a complaint with the CNIL (www.cnil.fr/fr/plaintes).
These GTU are subject to French law, applicable in French Polynesia in accordance with its status as an Overseas Collectivity, in particular the French Consumer Code, the French Civil Code, the French Digital Economy Trust Act (LCEN), and the General Data Protection Regulation (GDPR).
In accordance with Articles L.611-1 et seq. of the Consumer Code, you have the right to use a consumer mediator free of charge.
Fenua Holidays' approved mediator: Médiation Tourisme et Voyage (MTV) — Website: www.mtv.travel — Online form: www.mtv.travel/saisir-le-mediateur/ — Postal address: BP 80 303, 75 823 Paris Cedex 17, France — Email: contact@mtv.travel.
Conditions for referral: having first contacted Fenua Holidays customer service, having received an unsatisfactory response or no response for more than 2 months, dispute less than one year old from your initial complaint, not having already gone to court. Mediation is entirely free for you, regardless of the outcome.
Consumers domiciled in mainland France: the court of your place of residence, or the Papeete Court of First Instance — the choice is yours.
Consumers domiciled in French Polynesia: Papeete Court of First Instance, or the court of your island of residence (circuit sessions).
Consumers domiciled in the European Union (outside France): courts of your EU member state of residence (Brussels I bis protection), or the Papeete Court of First Instance.
Consumers domiciled outside the EU: Papeete courts, unless specific consumer protection applies in your country.
These GTU are drafted in French (reference language). Translations into English and other languages may be provided for informational purposes. In the event of a discrepancy in interpretation between language versions, the French version prevails.
If a clause of these GTU is declared void, invalid, or unenforceable by a court decision, the other clauses remain fully in force. The invalid clause will be replaced by a valid clause of equivalent scope, in keeping with the spirit of the GTU.
Email: info@fenuaholidays.com — Phone: +689 87 70 45 40 — Postal address: Fenua Holidays SAS, BP 42199, 98713 Papeete, Tahiti, French Polynesia. Fenua Holidays undertakes to acknowledge receipt of your requests within 48 business hours maximum and to provide a reasoned response within 15 business days maximum.
These GTU also govern use of the Platform by tourism Providers who wish to list their offers.
To be listed, the Provider must be a tourism professional established in French Polynesia, hold a valid tourism license, valid RC Pro insurance, and comply with Polynesian tourism regulations. The Provider submits a request via the dedicated form or by email; Fenua Holidays verifies eligibility; upon acceptance, listing becomes effective after signing the Provider General Terms and Conditions of Sale (a separate document).
Listed Providers benefit from a secure personal space allowing them to create and manage their offers, manage their availability calendar, set their rates and cancellation policies, view and manage bookings, view their statistics, and download their commission invoices. They are responsible for the confidentiality of their credentials and undertake to never share them with unauthorized third parties, log out after each use, and immediately report any unauthorized use.
The Provider undertakes to provide accurate, complete, and up-to-date information about its offers, rates, availability, and cancellation policies. Any misleading information may result in temporary withdrawal of the offer, account suspension, or termination of the partnership (see Provider GTCS).
The Provider undertakes to honor all confirmed bookings, respond promptly to inquiries (recommended timeframe: 24 hours), keep its availability calendar up to date to avoid overbooking, and immediately inform Fenua Holidays and the client in the event of inability to honor a booking.
The Provider undertakes to provide services consistent with published descriptions, comply with applicable safety and hygiene standards, treat clients with courtesy, and resolve complaints constructively and promptly.
The Provider undertakes to maintain RC Pro insurance in force at all times, and to send Fenua Holidays a copy of the certificate upon initial listing and each year thereafter.
Providers may publicly respond to customer reviews published on their listing, in a professional, courteous, and constructive tone, with the option to provide factual clarifications or apologies, but without personal attacks or disclosure of clients' personal data. Replies are subject to the same moderation rules as customer reviews (see Article 14).
The Provider retains intellectual property rights over its content. By agreeing to be listed, it grants the Platform a non-exclusive, worldwide, and royalty-free license to use, reproduce, and distribute its content on the Platform and Fenua Holidays' communication materials. The Provider warrants that it owns or holds rights to all content published, and undertakes to defend and indemnify Fenua Holidays in the event of a third-party claim for intellectual property infringement.
The commercial terms of the partnership (commission, payment terms, exclusivity, termination) are governed by a separate document: the Provider General Terms and Conditions of Sale, available in the Provider area. They supplement these GTU and prevail in the event of a contradiction on commercial aspects.
Temporary suspension (7 to 30 days): failure to update availability in a timely manner, unresolved recurring customer complaints, delay in submitting required documents.
Permanent termination (without notice): serious or repeated violation of the GTU or Provider GTCS, false information about offers, failure to honor confirmed bookings, lack of RC Pro insurance, inappropriate conduct toward clients.
Fenua Holidays notifies the Provider by email specifying the reason and duration; the Provider has a 7-day right of reply before permanent termination. Termination results in immediate removal of offers, retention of bookings in progress (to be honored), and settlement of commissions due under the Provider GTCS.
Email: info@fenuaholidays.com — Phone: +689 87 70 45 40. Response time: 48 business hours (acknowledgment) + 15 business days (reasoned response).