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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.
The Fenua Holidays platform is published by Fenua Holidays, a single-member simplified joint-stock company (SASU) with a capital of 200,000 XPF.
Registered office: Lotissement Miri N°21 — Résidence Rahiti, Appt 1 — 98718 Punaauia, French Polynesia. Postal address: BP 42199 — 98713 Papeete, Tahiti.
Registered with the Papeete Trade and Companies Register under number 2640 B.R.C.S — TAHITI number: G53243. Legal representative: Renaud Coquille, President.
License B (Excursion Bureau) issued by the French Polynesia Tourism Department — decree n° 2588/PR of December 17, 2025. Financial guarantee: 2,000,000 XPF with the Banque de Tahiti. Professional Liability Insurance: Helvetia (policy n° 92601405).
The "Fenua Holidays" trademark is registered with the INPI under n° 25 5209909 (class 39). Contact: info@fenuaholidays.com.
Fenua Holidays acts exclusively as a matchmaking intermediary between Clients (travelers) and local Providers (accommodations, activities, excursions).
Fenua Holidays is NOT:
The sales contract is formed DIRECTLY between the Client and the selected Provider. Fenua Holidays facilitates the matchmaking, secure payment, and transmission of information, but does not intervene in the performance of tourism services.
Fenua Holidays holds a License B (Excursion Bureau) issued by the French Polynesia Tourism Department, authorizing it to market: tourist accommodations, activities and excursions, ancillary services (transfers, guides, local transport).
Fenua Holidays has established a financial guarantee of 2,000,000 XPF with the Banque de Tahiti, in accordance with regulations applicable to excursion bureaus in French Polynesia. This guarantee protects Clients in the event of the company's financial failure.
Fenua Holidays holds Professional Civil Liability insurance taken out with Helvetia (2026-2027), covering bodily, material, and immaterial damage caused to Clients in connection with the Platform's activity.
Fenua Holidays allows you to book, in French Polynesia:
Accommodations:
Activities & Excursions:
Fenua Holidays does NOT market:
For your international air travel to Tahiti, you must arrange your flights independently through airlines or agencies holding a License A.
Fenua Holidays does not market domestic inter-island flights. The Client books these directly with local airlines; Fenua Holidays may provide information and recommendations on this subject, without acting as a booking intermediary.
By making a booking on the Fenua Holidays Platform (website, mobile application, or via Tiki Bot), the Client declares having fully read these GTCS, accepting them without reservation, and undertaking to comply with them.
The Client also acknowledges having read the specific conditions of the selected Provider, in particular: specific cancellation and refund policy, age or health restrictions for activities, equipment included and excluded, hours and access arrangements.
In the event of a contradiction between Fenua Holidays' general GTCS and the Provider's specific conditions:
The Client declares having the legal capacity to enter into a contract (being of legal age or having parental authorization) and having a valid means of payment in their name.
All accommodations presented on Fenua Holidays display their official classification issued by the French Polynesia Tourism Department, in accordance with Decree n°267 CM of February 12, 2009 and its subsequent amendments.
| Category | Classification |
|---|---|
| Tourist hotels | ⭐⭐ to ⭐⭐⭐⭐⭐ |
| Guesthouses | 🌺 to 🌺🌺🌺 |
Some establishments may hold the Ia Ora label, a voluntary quality certification awarded by Tahiti Tourisme, guaranteeing an enhanced commitment to hospitality, environment, Polynesian culture, and staff training. This label is displayed on the accommodation's listing.
Each Provider is required to declare to Fenua Holidays that it complies with the regulations applicable to its activity in French Polynesia (including, where regulations require it, its declaration or classification with the Tourism Department) and that it holds mandatory insurance. Accommodations not subject to classification, such as certain seasonal rentals, remain bound to comply with the rules applicable to their category. Responsibility for this compliance rests with the Provider.
For the purposes of these GTCS, the following terms have the meaning indicated:
Fenua Holidays reserves the right to amend these GTCS at any time, in particular to comply with regulatory changes, improve services, correct errors, or adapt commercial conditions.
Any substantial amendment is notified to Clients by email and a notice banner on the Platform at least 30 days before it enters into force. Bookings confirmed before the effective date remain subject to the GTCS applicable at the time of booking.
If a Client refuses the new GTCS, they may delete their account (see GTU Art. 7) or stop making new bookings. Bookings already confirmed remain valid until completion.
The Platform offers a search engine allowing you to filter accommodations by: destination (island, archipelago, municipality), dates, capacity (adults and children), accommodation type, classification, budget, available services, wheelchair accessibility.
The Client can ask Tiki Bot for personalized recommendations, discover cultural context, compare several accommodations, and ask questions about included services or cancellation policies.
To book an accommodation:
Fenua Holidays keeps availability up to date via API integration with Providers' systems and a manually updated calendar.
Displayed availability comes from information communicated by Providers; Fenua Holidays is not responsible for an availability error attributable to the Provider (synchronization error, double booking). If unavailability is discovered after payment, Fenua Holidays fully refunds the amounts collected within 5 business days and may, without being obligated to, help the Client find another solution.
Search results, for accommodations and activities alike, only include offers that are published, available and bookable for the dates and number of travelers entered. The Client chooses the display order from the following criteria:
When offers are tied on a criterion, the following criteria apply in the order given, then a fixed order ensures identical display from one results page to the next.
Displayed prices are ALL-INCLUSIVE (tax included). The displayed price = the price paid. No hidden fees. Prices are displayed in XPF with an indicative EUR equivalent.
Prices may be displayed in XPF (reference currency) and in EUR (fixed rate 1 EUR = 119.33 XPF). Final payment is made in XPF via the Banque de Tahiti's secure payment solution. Any conversion applied by the Client's bank may differ slightly.
Prices may vary depending on the period, booking lead time, chosen cancellation policy (Non-refundable = reduced rate), and local events. The final price is the one displayed at the time of confirmation. It cannot subsequently be changed by the Provider except in the event of a manifest error (see 9.5).
In the event of a manifest pricing error, Fenua Holidays reserves the right to cancel the booking and fully refund the Client within 5 business days. The Client is informed by email within 24 hours.
As soon as payment is validated, the Client instantly receives a confirmation email containing: booking number (format FH-HEBERG-XXXXXX), name and contact details of the accommodation, stay dates, room type, number of people, total price paid, applicable cancellation policy, access instructions.
A PDF e-voucher is attached to the confirmation email. The Client must present it (printed or digital version) at check-in. It contains a verification QR code, the booking number, details, and the Client's contact information.
Fenua Holidays simultaneously transmits the booking to the Provider by automatic email, provider interface, and notification SMS (if enabled). The Provider has 24 hours to confirm or report a problem.
If the Provider does not confirm within 24 hours, Fenua Holidays informs the Client and fully refunds the amounts collected within 5 business days. Fenua Holidays may, without being obligated to, help the Client find another solution.
Each Provider (accommodation or activity) sets its own cancellation policy, clearly displayed on the listing before booking, recalled in the summary before payment, and confirmed in the confirmation email.
Since cancellation policies are freely set by each Provider on the Platform, their terms (deadlines, refund percentages, refundable or non-refundable nature) vary from one offer to another. Only the policy displayed on the offer listing, recalled before payment, and confirmed in the confirmation email is authoritative.
During periods of high demand (Heiva in July, Moorea Marathon in August, school holidays), cancellation deadlines may be extended by Providers. These conditions are always displayed on the listing and in the confirmation email.
To cancel a booking, the Client logs into their account, goes to "My Bookings," clicks "Cancel this booking," and confirms. A cancellation confirmation email is sent immediately with the cancellation number, refund amount, and processing time.
Fenua Holidays initiates the refund via its payment solution (Banque de Tahiti) within 48 hours of validation. The credit to the bank account occurs within 5 to 10 business days (up to 14 days for international banks). This timeframe depends on the banking channel, beyond Fenua Holidays' control.
In the event of a no-show, the full booking amount is charged with no possibility of refund, regardless of the chosen cancellation policy.
The Client may request a change (date change, room type, occupants) by contacting support at info@fenuaholidays.com or the Provider directly (contact details in the confirmation email).
Any change is subject to the Provider's acceptance (availability, new dates) and any resulting price adjustment. The change only becomes effective after written confirmation from the Provider.
Bookings with a Non-Refundable policy cannot be changed. Any attempt to make a change is treated as a cancellation with 0% refund.
Fenua Holidays does not charge any handling fee for changes. Some Providers may apply their own fees as stated in their specific conditions.
The maximum capacity of each accommodation is indicated on the product listing and in the confirmation email. This data is provided by the Provider, who is solely responsible for it.
Failure to comply with the maximum capacity may result in the Provider refusing access without refund, or charging a supplement if the Provider agrees to it. The Client must indicate the exact number of people when booking.
If the Client notices a capacity error upon arrival, they contact Fenua Holidays. As the displayed capacity is communicated by the Provider, who is solely responsible for it, Fenua Holidays facilitates finding a solution with the Provider; if the service cannot be provided as booked, the amounts collected are refunded within 5 business days.
Unless expressly stated otherwise in the accommodation's description, organizing parties or events in accommodations is strictly prohibited. Any damage arising in this context is the Client's sole responsibility, who bears the full cost of repairs, where applicable by deduction from the security deposit (Article 15), without prejudice to any further recourse by the Provider.
Services included in the price are clearly identified on the product listing: ✅ "Included" = included in the price (no supplement) / 💰 "Extra" = paid either online at the time of booking or on site, depending on the Provider's configuration.
The Provider may, exceptionally, change included services for reasons beyond its control. It must notify the Client as soon as possible, offer an equivalent replacement service, or grant a discount. Fenua Holidays may act as a mediator.
Some Providers may require a security deposit upon the Client's arrival, separate from the booking paid via Fenua Holidays, to cover any damage or additional consumption.
The deposit is paid directly to the Provider by bank pre-authorization (preferred method, no immediate charge) or in cash. The amount is indicated on the Provider's listing before booking.
For cash deposits: return within 7 calendar days after the end of the stay, minus any justified expenses. For pre-authorizations: automatic release within 7 to 14 days depending on banking timeframes.
The security deposit is a direct transaction between the Client and the Provider. Fenua Holidays informs the Client of its existence and amount, but does not collect, manage, or bear responsibility for disputes relating to the deposit.
Payments are processed by the Banque de Tahiti's secure payment solution, compliant with current banking security standards (3-D Secure authentication). Accepted means: credit cards (Visa, Mastercard, American Express). Available payment methods are presented to the Client at the time of booking.
Payment is collected in XPF (Pacific Franc), the legal currency of French Polynesia. Prices may be displayed for informational purposes in EUR; any conversion applied is the responsibility of the Client's bank and is beyond Fenua Holidays' control.
The total booking amount is charged at the time your booking is confirmed. The specific payment policy is clearly displayed on the product listing before confirmation.
Fenua Holidays receives compensation from partner Providers to fund the Platform's services (booking interface, Tiki Bot, customer support, contribution to the solidarity credit, technical and marketing costs). This compensation is included in the displayed rates and does not result in any additional fee for the Client.
Fenua Holidays NEVER stores your bank details. All payment information is processed and encrypted by the Banque de Tahiti's secure payment solution, in accordance with current banking security standards. Each transaction is subject to fraud prevention measures (3-D Secure authentication).
An electronic invoice is automatically sent to you by email within 24 hours of your payment. It details the total amount paid, booking information, and the contact details of the Provider and Fenua Holidays.
No additional fee is charged to the traveler beyond the amount displayed at the time of booking. Your bank may, however, apply conversion fees according to your banking agreement, beyond Fenua Holidays' control.
Prices are displayed in XPF by default. An indicative display in EUR may be offered. Payment is collected in XPF; any conversion is the responsibility of the Client's bank.
With each booking, Fenua Holidays grants the Client a solidarity credit, funded exclusively from its own margin. This solidarity credit is a benefit with no monetary value: it is neither a currency nor a means of payment, is not convertible to cash, and is not transferable. It allows the Client to support local projects with cultural, environmental, and societal impact in French Polynesia. Detailed terms are set out in the solidarity credit policy available on the Platform.
The solidarity credit is funded exclusively from Fenua Holidays' margin, with no impact on the amount paid to partner Providers or on the price paid by the Client.
Funds allocated to the solidarity credit primarily support local projects selected for their impact:
Fenua Holidays publishes an annual report on the collection and allocation of the solidarity credit, available on fenuaholidays.com. An external audit certified by an independent accountant guarantees the traceability of allocated funds.
To exercise your rights or for any question regarding your data: info@fenuaholidays.com.
In the event of a cancellation eligible for a refund:
The refunded amount depends on the Provider's cancellation policy and the time between cancellation and the service date.
Full refund (100%):
Partial refund:
No refund (0%):
Fenua Holidays' commission follows the same refund policy as the Provider: if the Provider refunds 100%, Fenua Holidays refunds 100% of its commission. If the Provider refunds 50%, Fenua Holidays refunds 50% of its commission. If the Provider refunds nothing, Fenua Holidays does not refund its commission.
In the event of force majeure, Fenua Holidays forwards your request and supporting documents to the Provider, follows up on your case, and refunds its commission if the Provider agrees to the refund. Processing time varies by Provider (generally 7 to 30 days after receipt of supporting documents).
Each activity clearly displays applicable restrictions: minimum and maximum age, incompatible health conditions, required level of physical fitness, necessary technical skills (ability to swim, diving certification...), maximum weight/height, other prohibitions.
The Client declares having read the restrictions, meeting the required criteria, and providing accurate information about their health and abilities. In the event of a false declaration, the Provider may refuse access to the activity without refund.
Certain higher-risk activities (diving, aerial activities, extreme sports) require a medical certificate of no contraindication dated less than 12 months prior. This requirement is indicated on the activity listing. Absence of a certificate = refusal of access without refund.
The Provider reserves the right to assess on site the Client's ability to take part in the activity. The Provider may also refuse or cancel the participation of a Client whose health condition or physical capabilities are incompatible with the requirements of the service, as described in the offer published on the Platform.
In this case:
Fenua Holidays cannot be held liable for a refusal of participation duly justified by the Provider on safety grounds.
Fenua Holidays acts as an intermediary and neither organizes nor performs the activities. In the event of an accident, liability rests with the Provider, who must hold RC Pro insurance. Fenua Holidays cannot be held liable for accidents, except where fault is proven in the selection or listing of the Provider.
All listed Providers must hold valid RC Pro insurance covering bodily injury caused to Clients, material damage to their equipment, and operational civil liability. The Client may request a certificate via info@fenuaholidays.com.
Some Providers may ask the Client to sign a liability waiver before the activity. This waiver cannot exempt the Provider in the event of professional misconduct, negligence, failure to comply with safety standards, or defective equipment.
In the event of an accident during an activity: immediately inform the Provider, have an accident report drawn up, consult a doctor, contact your travel insurance within 24 hours, inform Fenua Holidays at info@fenuaholidays.com. Fenua Holidays may assist the Client with the process and act as a mediator.
The following are considered cases of force majeure in French Polynesia:
Natural events:
Social and political events:
To benefit from cancellation due to force majeure, the Client or Provider must provide official supporting documentation (official notice, administrative decree, alert bulletin, Provider certificate). Without supporting documentation, normal cancellation terms apply.
In the event of proven force majeure, refund terms are defined by each Provider. Fenua Holidays facilitates the transmission of your request and supporting documents.
As an intermediary, Fenua Holidays is responsible only for the proper functioning of the Platform, the correct transmission of information between Clients and Providers, and the initial verification of Providers' regulatory compliance.
Fenua Holidays is NOT liable for the performance of services, damage suffered during stays or activities, the accuracy of information provided by Providers, or direct disputes between Clients and Providers.
Except in the case of gross or willful misconduct on its part, and within the limits permitted by applicable regulations, Fenua Holidays' liability is limited to the amount of the booking concerned. Indirect damages (loss of time, moral prejudice, incidental expenses, loss of earnings) are excluded to the extent permitted by law.
In the event of a major Platform malfunction attributable to Fenua Holidays and resulting in direct harm, Fenua Holidays undertakes to resolve the problem within 24 hours, refund direct expenses upon proof, and offer a 10,000 XPF voucher valid for 12 months.
Fenua Holidays strongly recommends that all travelers take out comprehensive travel insurance before departure. French Polynesia is a remote island destination where medical costs are high, medical repatriation is very expensive (50,000 to 150,000 EUR), and weather hazards are frequent.
Comprehensive travel insurance should cover: medical and hospitalization expenses, medical repatriation, trip cancellation, civil liability, luggage and personal effects, higher-risk activities (verify that diving and extreme sports are covered).
Fenua Holidays is NOT affiliated with insurers and receives no commission on policies taken out.
For any question or complaint:
In the event of a problem with a booking:
In the event of harm attributable to a Provider failure, Fenua Holidays facilitates an amicable resolution between the Client and the Provider; any compensation is the Provider's responsibility. Where the service was not provided, amounts collected by Fenua Holidays are refunded according to the applicable policy.
In accordance with the consumer protection regulations applicable in French Polynesia (French Polynesia Consumer Code and, for provisions expressly extended thereto, corresponding provisions of national law), the Client benefits from the legal guarantee of conformity with the Provider where the service does not match the description or has a defect rendering it unfit for its intended use.
The Client also benefits from the guarantee against hidden defects provided for by the Civil Code applicable in French Polynesia, under the conditions and time limits set by the texts in force.
In the event of a difficulty, contact as a priority: info@fenuaholidays.com. Processing time: acknowledgment within 48 hours, reasoned response within 15 days maximum. If there is no response within 2 months or an unsatisfactory response, you may refer the matter to the mediator.
You may use a free consumer mediation scheme, under the conditions provided by the regulations applicable in French Polynesia.
Médiation Tourisme et Voyage (MTV) — Website: www.mtv.travel — Email: contact@mtv.travel — BP 80 303, 75 823 Paris Cedex 17, France.
Conditions for referral: having first contacted the complaints department, having received an unsatisfactory response or waited more than 2 months, dispute less than one year old. Processing time: 90 days. Free for the consumer.
Consumers domiciled in mainland France
At your choice: the court of your place of residence, or the Papeete Court of First Instance (Fenua Holidays' registered office). Fenua Holidays may only sue you in the court of your place of residence.
Consumers domiciled in French Polynesia
Papeete Court of First Instance, or the Court of First Instance of your island of residence (circuit sessions available).
Consumers domiciled in the European Union (outside France)
Courts of your EU member state of residence (Brussels I bis protection - EU Regulation n°1215/2012), or the Papeete Court of First Instance.
Consumers domiciled outside the European Union
In principle, the Papeete courts have jurisdiction, unless your national legislation requires specific consumer protection.
US / Canada exclusion
Any legal action is time-barred within the periods provided by the regulations applicable in French Polynesia, from the date the dispute-generating fact became known. A written complaint interrupts the limitation period.
If a clause of these GTCS is deemed void or unenforceable, the other clauses remain fully in force. The invalid clause is replaced by a valid clause of equivalent scope. The nullity of a clause does not affect bookings already confirmed, unless the invalid clause constitutes a determining element thereof.
These GTCS are drafted in French (reference language). English translations will be available from launch. The French version alone shall prevail in the event of a discrepancy in interpretation. The Client may select their language via the Platform settings.