Good advice about printing everything out and sending it to our attorney! ++rep
Great story by the way, if you have the time- it'd be great if you'd post it more indepth over at the success stories thread: http://www.thefastlanetomillions.com/showthread.php?t=135
As for the type of site we have, our site will be service related, (similar to hotels.com) and we do have a pretty good terms and conditions policy. My main concern is that people are sue happy and I just want to make sure we have our bases covered.
True people are sue happy, always opputunistic people trying to make a buck, unethically of course.
As far as services go, there's not to much liability you will have to worry about. What I've seen is that most people will chock it up as a 'lesson learned' and not use your services anymore. Also, in any services related field, they're not entitled to any more monetary ammounts than what they invested. For instance, they can not pay you $200 for a booking, go on the trip and complain afterwards. The fact that remains in legal proceedings is that they have to prove some type of punitive damage that was caused by your services. This is costly, and time intensive so I would not be so much as worried about that.
I would mainly concern myself with the well-being and satisfaction of my customer, and always offer a compensation package to people that you deem are worthy of the cause. Someone can be upset with you and want to degrade your business/service, but with adequate handling of the situation they can turn a 360 and be advertisement for your customer care ability. Remember, there is no true customer care if there is no issue, it would only be an initial contact and sale.
Best of luck with it either way, and feel free to PM me for contact information if you need anything in the future!
Best,
PerryC