Customer Terms and Conditions

1. About these terms

Who we are. Discover Live is the brand name of Discover.live, Inc. In these terms, “we,” “us” and “our” mean Discover.live, Inc. “You” means the person or organization that uses our website or buys our services.

What these terms cover. Our website at www.discover.live, our live video tours, our subscriptions, our private tours and Experience Vouchers, Adora, and our Online Travel Club. Together, we call these our “services.” A “tour” is a live video experience led by one of our local experts, or a recording of one.

Features vary by tour. Not every feature described in these terms is available on every tour. Examples are Adora, live captions and translation, polls and quizzes, postcards and recordings. Where a feature is available on a tour, these terms apply to its use.

Agreeing to these terms. By using our website, or by buying or joining our services, you agree to these terms and to our Privacy Policy at www.discover.live/privacy-policy. If you do not agree, please do not use our services.

Who can use our services. You must be at least 18 years old to create an account or make a purchase. If you buy for an organization, you confirm that you have the authority to agree to these terms for it.

Changes to these terms. We may update these terms from time to time. When we do, we post the new version on our website. The version posted there is the one in effect, and it applies from the day we post it. If you keep using our services after that, you accept it.

Changes to our services. We may change, add or stop a feature of our services. If a change would reduce what you have already paid for, we will tell you at least 30 days before it takes effect. If you do not want to continue, you may cancel, and we will refund what you paid for the period after the change takes effect.

2. Subscriptions

This section applies to you if you buy a subscription.

What a subscription is. A subscription gives you a set number of live tours each month, which you choose from our calendar. The plans, and what each one includes, are shown on our website or in your quote.

Sites and remote connections. A site subscription is for one group of participants gathered at one location and watching on one shared screen. A remote connection is one device or one phone line used to join the site’s tours from home. Members of the same household can share one device. Remote connections are added to a site subscription and follow that site’s tour calendar.

Paying online. If you subscribe on our website, you pay monthly by credit card, Apple Pay or Google Pay. We charge the first month when you subscribe, and each month after that until you cancel. You pay the price shown when you subscribe, plus any taxes that apply. We will tell you before any price change takes effect.

Paying by invoice. An organization can pay by invoice, for a year at a time. Payment is due 30 days after the invoice date. We accept payment by ACH or by check, and the invoice shows where to send it.

Cancelling. You can cancel at any time.

If you pay monthly, you can cancel yourself in your account dashboard. Your subscription ends at the end of the month you have already paid for. We do not refund a month that has started.
If you paid by invoice for a year, email hello@discover.live with the subject line “Subscription Service Cancellation.” Tell us the name and email address on the account and the subscription you want to end. We refund the months you have not used.

Booking and swapping tours. You book your tours in your account. You may swap a booked tour for another tour at any time. If you cancel a booked tour and do not swap it, that tour is lost. It does not carry over to another month.

3. Private tours, Experience Vouchers and other products

This section applies to purchases other than subscriptions, such as a private tour for your group or an Experience Voucher.

Price and payment. Our prices are listed on our website or given in a quote. We may change our listed prices, and we may correct a pricing mistake. You pay in full when you book, before the tour is delivered. You pay on our website, by the payment methods shown there. An organization may pay for its tours by ACH or by check, where we have agreed to that with the organization.

Custom requests. You can ask for a custom tour or another product outside our main offerings. We will quote a separate price for it.

If you cancel. You may cancel a booked tour for any reason and receive a refund, if you email hello@discover.live at least 14 days before the scheduled date.

If we cancel. If we cancel a tour because of weather, an unforeseeable condition or an event beyond our control, we will offer to reschedule it, or give you a full or partial refund, as we decide. If we cancel for any other reason, we refund you.

If a private tour starts late on our side. If a technical or other unexpected problem on our side delays the start of a private tour, we will either run the full tour with a later start and finish, or reschedule it for a date and time we agree with you. A rescheduled tour takes place in the same location, within 60 days of the original date.

Late starts on your side. If the start of a tour is delayed by more than 15 minutes for a reason that is not ours, we may cancel it without a refund. Every tour ends at its scheduled time.

Experience Vouchers. Experience Vouchers have their own terms, the Discover Live Experience Voucher Terms and Conditions. Those terms apply in addition to these, and they control if the two conflict.

4. Taking part in a tour

What you need. A screen and an internet connection, or a phone to call in. You are responsible for your own equipment and connection. Tours run on Zoom, through a link we give you.

Start and end times. Tours start and end at the scheduled time. Subscription tours are shared by many groups, so we cannot move one to suit a single customer. If a problem on our side interrupts or cancels a subscription tour, our service guarantee in Section 6 applies. Private tours are covered in Section 3.

How to behave. We ask every participant to follow these rules.

Do not record or download any part of a tour.
Do not contact our local experts directly, and do not offer them payment.
Do not use our services for anything unlawful.
Do not charge your own guests or members for access to a tour, unless we have agreed in writing.
Treat our local experts and our team with respect. If a participant is rude, abusive or threatening, we may end the tour without a refund and end this agreement.

Your use only. Our services are for your own use, or for the group or organization you bought them for. An organization may tell its own members and community about its tours. For any other public promotion of our services, please ask for our written consent first.

Your account. The information you give us must be correct and complete. You are responsible for keeping your account details private, and for what happens under your account.

5. Adora, our AI travel companion

What Adora is. Adora is an AI assistant. It can greet you, chat with you about the tour and the destination, answer questions, and help with technical problems before and during a tour. We may add to or change what Adora does.

Using Adora is your choice. You do not have to use Adora, and you can stop at any time.

Adora is AI, and it can be wrong. Adora’s answers are generated by AI. We do not promise that they are accurate or complete. Please do not rely on Adora alone for an important decision.

Use Adora responsibly. Do not use Adora for anything unlawful or harmful, and respect the privacy and rights of other people.

How Adora works. Adora runs on Google’s Gemini AI service, which processes chat and caption text to give answers and translations. Our Privacy Policy explains what Adora keeps. We do not use your conversations with Adora to train AI models. We may review them to run and improve our services.

Who owns what. We own Adora and the technology behind it. What you say to Adora remains yours. You give us permission to use it to run and improve our services. We will not publish your words, or use them in our marketing, without your permission.

6. Our service commitment, and its limits

Our service guarantee for subscribers. If a subscription tour is cancelled or interrupted for a reason on our side, we either run it again at a time we choose, or return that tour to your monthly allotment so you can book another. Either way, you do not lose a tour.

Support. Our Customer Service Team is available before and during every tour. You can reach us at hello@discover.live or +1 646-694-8178.

Events beyond our control. We are not responsible for a failure or delay caused by something beyond our reasonable control. Examples are an earthquake, storm, flood or other extreme weather, fire, war or the threat of it, a pandemic, a strike, a regional internet outage, an interruption of the live video service, a transportation failure, equipment failure caused by extreme weather, or a threat to a local expert’s safety. In those cases we may cancel a tour, and we owe no cancellation penalty.

What we do not promise. Apart from the commitments in these terms, we provide our website and services “as is” and “as available.” To the extent the law allows, we make no other warranties, express or implied. That includes warranties of merchantability, fitness for a particular purpose, quality, accuracy, completeness, security, reliability, availability, title and non-infringement. We do not promise that our website or services will be free of errors, interruptions or harmful components, or that they will meet your needs.

Information on our website. We offer the information on our website for general purposes. It may be out of date, and you rely on it at your own risk. We are not responsible for content provided by other people, or for other websites we link to.

7. Our content, your content, and the Online Travel Club

Our content. Our tours, recordings, marketing materials, brochures and written content, and our names, logos and trademarks, belong to us or to those who license them to us. You may not copy, share, broadcast, sell, change or profit from them without our written permission, except as these terms allow. This rule continues after this agreement ends.

What you post. Our website includes places where you can post, such as the Online Travel Club. What you post is not confidential, and other users can see it. You keep ownership of it. You give us, and those who work with us, permission to use, copy, display and share it in order to run our services. We will ask before we use your words or your story in our marketing. You confirm that you have the right to post it, and you are responsible for it.

Rules for what you post. Your posts must follow the law. They must not:

be defamatory, obscene, abusive, harassing, hateful or violent;
promote sexually explicit material, violence, or discrimination based on race, sex, religion, nationality, disability, sexual orientation or age;
infringe anyone’s intellectual property or other rights, including the right to privacy;
deceive anyone, or promote or assist anything illegal;
be likely to upset, embarrass, alarm or annoy another person;
impersonate anyone, or misstate who you are or who you are connected with;
advertise or sell, including contests and other promotions;
suggest that they come from us or are endorsed by us, when they do not.

What we may do. We may remove or refuse a post for any reason. If someone claims that a post violates their rights, we may tell them who posted it, and we may cooperate with law enforcement. We may suspend or close the account of anyone who breaks these rules.

Links to our website. You may link to our home page in a way that is fair and legal, does not harm our reputation, and does not suggest that we endorse you.

8. Messages from us

Service messages. We send you messages about your account, your bookings and your tours.

Marketing messages. We send marketing messages only to people who have signed up on our website, for our newsletter or for our Online Travel Club, and who agreed to receive them. You can stop them at any time. Use the unsubscribe link in a message, or contact us at hello@discover.live.

Participants who join through an organization. If you join a tour through a link from a senior center, library or other organization, we do not collect your contact details, and we do not send you marketing, unless you choose to give us your information and agree to receive our marketing messages.

9. Public agencies and cooperative purchasing customers

This section applies to you if you are a government agency, a tribal government, a public school or library, or another public body. It also applies if you buy from us under a cooperative purchasing contract.

Your contract comes first. If these terms conflict with your cooperative purchasing contract, or with a purchase order of yours that we have accepted, the contract or purchase order controls.

Pricing. You pay the price in your contract or quote. It will not be more than the contract’s not-to-exceed rate.

Indemnity and governing law. The promise in Section 10 to defend and protect us, and the choice of New York law and courts in Section 12, apply to you only as far as the law that governs you allows.

Data protection. We will work with you on the data protection terms you need. You may ask us to keep no data from your tours. All data in or about each of your tours is then deleted as soon as the tour ends.

10. Liability, indemnity and ending the agreement

Limit on our liability. To the extent the law allows, we are not liable to you or anyone else for lost profits, loss of use, interruption of business, or any direct, indirect, incidental or consequential damages, even if we were told they were possible. Our total liability under these terms is limited to the amount you have paid us under them. Some places do not allow some of these limits. Where that is so, our liability is limited as far as the law allows.

Your promise to us. To the extent the law allows, you agree to defend and protect us, and our shareholders, officers, employees, contractors, suppliers and local experts, against claims, losses and costs, including attorney’s fees, that arise from your use of our services, your breach of these terms, or a claim that our service harmed you or someone else. This promise continues after this agreement ends.

When we may end or suspend. We may suspend or end your access to our services, including if you break these terms or the law. If we end a paid subscription for any reason other than your breach of these terms, we will refund what you paid for the period after it ends. You may stop using our services and ask us to close your account at any time, by writing to hello@discover.live. A paid subscription ends as Section 2 describes.

Unlawful use. You may use our website only for lawful purposes. You may not use it to harm or exploit minors, to send spam or other promotional material without our consent, to impersonate us or anyone else, or to damage the website or interfere with other people’s use of it.

Time limit for claims. Any claim arising from these terms or our website must be started within one year after it arises. After that, it is permanently barred.

Legal costs. In any legal action under these terms, the winning side is entitled to recover its attorney’s fees and costs.

11. In-person tours with a local expert

This section applies if you ask us to introduce you to a local expert for an in-person tour. It took effect on December 20, 2025.

We make the introduction only. We introduce you to the local expert by email. We receive a referral fee from the local expert for that introduction. The fee is for the introduction, not for the tour. Our part is complete when the introduction email is sent.

Your agreement is with the local expert. For in-person services, the local expert is an independent contractor, and is not our employee or agent. Any in-person tour is a private arrangement between you and the local expert.

Payment. You pay the local expert directly. We are not responsible for refunds or payment disputes.

Your risk. You take part in in-person services at your own risk. To the fullest extent New York law allows, you release us from all liability for bodily injury, death, loss of belongings, emotional distress and loss of enjoyment.

Limit. Our liability for any claim arising from a referral is limited to the referral fee we received for that introduction.

12. General terms and how to contact us

Governing law. The laws of the State of New York govern these terms, without regard to its conflict of law rules. Any legal action must be brought in the State of New York, and you agree to the jurisdiction of its courts.

Outside the United States. We are based in the United States. We do not claim that our website is appropriate or available everywhere. If you use it from another country, you are responsible for following your local laws.

Entire agreement. These terms and our Privacy Policy are the entire agreement between you and us about our services. They replace any earlier agreement or understanding. They are to be read according to their fair meaning, not for or against either side.

If part of these terms cannot be enforced. The rest still applies, and that part is enforced as far as the law allows.

No waiver. If we do not enforce a term once, we may still enforce it later.