Terms & Conditions

1. Introduction and Acceptance

Welcome to Stayz! These Terms and Conditions ("Terms") constitute a legally binding agreement between you ("you", "your", "Guest", or "User") and Stayz LTD ("we", "us", "our", "Stayz", or "Company"), a company registered in England and Wales.

By accessing, downloading, or using the Stayz mobile application ("App"), visiting our website at stayzltd.com ("Website"), or making a booking through our platform, you acknowledge that you have read, understood, and agree to be bound by these Terms, together with our Privacy Policy. If you do not agree to these Terms, you must not use our App, Website, or services.

2. Eligibility and Account Registration

2.1 Age Requirements

You must be at least 18 years old to create an account and make bookings through the App or Website. Although only people 18 or over can make reservations, a child's parent or legal guardian can book additional spots for children who meet the property's minimum age requirement. If you book on behalf of a minor, you represent and warrant that you are the legal guardian of that minor and accept full responsibility for their conduct.

2.2 Account Creation

To access certain features of the App or Website, you must register for an account by providing accurate, current, and complete information. You are responsible for:

• Maintaining the confidentiality of your account credentials
• All activities that occur under your account
• Notifying us immediately of any unauthorized access or security breach

2.3 Account Suspension

We reserve the right to suspend or terminate your account at our sole discretion if you breach these Terms, engage in fraudulent activity, or violate applicable laws.

3. Booking Services

3.1 Nature of Service

Stayz operates as the official direct booking channel for properties owned, managed, or operated by Stayz and affiliated property owners. When you make a booking through the App or Website, you enter into a direct contractual relationship with the property owner (who may be Stayz or a third-party property owner).

3.2 Booking Process

When you make a booking through the App or Website:

• You will receive a booking confirmation via email and in-app/website notification
• All booking details, including cancellation policies, rates, and special conditions, will be clearly communicated before confirmation
• You agree to provide accurate information regarding all guests and special requirements
• You authorize us to charge your payment method for the total booking amount

3.3 Special Discounts

As our direct booking channel, we offer special discounts not available through third-party platforms. These discounts are applied automatically and are subject to availability and specific terms disclosed at the time of booking.

3.4 Property Descriptions

We strive to ensure all property descriptions, amenities, photos, and information are accurate. However:

• Minor variations may occur
• Properties are subject to availability
• We reserve the right to make reasonable substitutions if a property becomes unavailable

3.5 Guest Responsibilities

You agree to:

• Comply with all property rules and regulations
• Respect the property and leave it in the same condition as found
• Not exceed the maximum occupancy limits
• Pay for any damage caused during your stay
• Comply with local laws and regulations
• Not use the property for illegal activities or commercial purposes without prior written consent

4. Pricing and Payment

4.1 Pricing

• All prices are displayed in the currency specified at the time of booking
• Prices include applicable taxes unless otherwise stated
• Prices are subject to change until booking confirmation
• No service fees or commissions are charged on direct bookings through the App

4.2 Payment Processing

• Payments are processed securely through our third-party payment provider, Stripe
• We do not store your full payment card details on our servers
• By providing payment information, you authorize us to charge the total booking amount
• Additional charges (security deposits, resort fees, city taxes) may apply and will be communicated clearly

4.3 Payment Schedule

Payment schedules vary by property and will be clearly communicated during booking:

• Full payment may be required at the time of booking
• Some properties may require a deposit with the balance due before check-in
• Automated payment reminders will be sent via the App, Website, and email

5. Cancellation and Refund Policy

5.1 Cancellation Terms

Cancellation and refund policies vary by property, rate plan, and booking dates. The specific cancellation policy applicable to your booking will be clearly displayed during the booking process and in your confirmation.

5.2 Guest-Initiated Cancellations

• Cancellations must be made through the App, Website, or by contacting our support team
• Cancellation fees apply as per the policy disclosed at booking
• Refunds, where applicable, will be processed within 14 business days to the original payment method
• Processing times may vary depending on your financial institution

5.3 Force Majeure and Exceptional Circumstances

In cases of force majeure events (natural disasters, pandemics, government restrictions, etc.) that prevent travel:

• We will work with you to find alternative solutions (rescheduling, vouchers, or refunds)
• Decisions will be made on a case-by-case basis
• Standard cancellation terms may be waived at our discretion

5.4 Stayz-Initiated Cancellations

We reserve the right to cancel bookings in exceptional circumstances:

• Property becomes uninhabitable or unavailable
• Force majeure events
• Guest violation of these Terms

In such cases, a full refund will be provided for Stayz-initiated cancellations (except for Terms violations).

6. Check-In, Check-Out, and Access

6.1 Check-In/Check-Out Times

• Standard check-in and check-out times are property-specific and communicated in your booking
• Early check-in or late check-out may be available upon request and subject to additional fees
• Access instructions (key codes, lockbox details, etc.) will be provided via the App or Website

6.2 Self-Service Features

The App and Website provide self-service features including:

• Digital access codes
• Check-in/check-out management
• Property information and local guides
• In-stay support and requests

6.3 Access Issues

If you experience any issues accessing the property, contact our 24/7 support immediately through the App, Website, or WhatsApp.

7. AI Assistant and Communication

7.1 AI-Powered Support

Our App and Website feature an AI assistant available through various channels including WhatsApp to help with:

• Booking inquiries and modifications
• Property information
• Check-in/check-out assistance
• General support and recommendations

7.2 AI Limitations

• The AI assistant provides automated responses based on available data
• For complex issues, you may request to speak with a human agent
• We do not guarantee 100% accuracy of AI-generated responses
• Always verify critical information (booking details, payment amounts) in your booking confirmation

7.3 Human Support

You can request human agent support at any time through:

• In-app messaging
• WhatsApp
• Email: [email protected]
• Phone support (details provided in the App)

7.4 Communication Recording

Communications through the App and Website, including AI assistant conversations, may be recorded and monitored for:

• Quality assurance
• Training purposes
• Dispute resolution
• Legal compliance

8. Intellectual Property Rights

8.1 Ownership

All content, features, and functionality of the App and Website, including but not limited to:

• Text, graphics, logos, images, videos
• Software, code, and algorithms
• Design, layout, and user interface
• Trademarks and brand elements

are owned by Stayz LTD or our licensors and are protected by international copyright, trademark, and other intellectual property laws.

8.2 Limited License

We grant you a limited, non-exclusive, non-transferable, revocable license to:

• Download and use the App on your personal device
• Access and use the App and Website for personal, non-commercial purposes

8.3 Restrictions

You may not:

• Copy, modify, or create derivative works of the App or Website
• Reverse engineer, decompile, or disassemble the App
• Remove or alter any copyright, trademark, or proprietary notices
• Use the App or Website for commercial purposes without written permission
• Use automated systems (bots, scrapers) to access the App or Website
• Frame or mirror any part of the App or Website

8.4 User-Generated Content

Any feedback, reviews, or content you submit remains your property, but you grant us a worldwide, perpetual, royalty-free license to use, display, and distribute such content for business purposes.

9. Data Protection and Privacy

9.1 Privacy Policy

Our collection, use, and protection of your personal data is governed by our Privacy Policy, which forms an integral part of these Terms. Please review our Privacy Policy to understand our data practices.

9.2 GDPR Compliance

We are committed to compliance with the EU General Data Protection Regulation (GDPR) and UK Data Protection Act 2018. You have specific rights regarding your personal data as detailed in our Privacy Policy.

9.3 Data Security

We implement appropriate technical and organizational measures to protect your personal data. However, no system is completely secure, and we cannot guarantee absolute security.

10. Third-Party Services and Links

10.1 Third-Party Integrations

Our App and Website integrate with third-party services including:

• Eviivo (Property Management System)
• Stripe (Payment Processing)
• Google Cloud Platform (Hosting)
• Zoho Suite (Customer Support)
• WhatsApp Business Platform (Messaging)

Your use of these services may be subject to their respective terms and privacy policies.

10.2 External Links

The App and Website may contain links to third-party websites. We are not responsible for the content, privacy practices, or terms of these external sites. We encourage you to review their policies before engaging with them.

10.3 No Endorsement

Inclusion of third-party services or links does not constitute our endorsement of such services or their content.

11. Disclaimers and Limitation of Liability

11.1 Service Availability

We strive to ensure the App and Website are available 24/7, but we do not guarantee uninterrupted access. The App and Website may be temporarily unavailable due to:

• Scheduled maintenance
• Technical issues
• Force majeure events
• Third-party service disruptions

11.2 "As Is" Disclaimer

THE APP, WEBSITE, AND ALL SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT WARRANTIES OF ANY KIND, EITHER EXPRESS OR IMPLIED, INCLUDING BUT NOT LIMITED TO IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR NON-INFRINGEMENT.

11.3 Limitation of Liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, STAYZ LTD SHALL NOT BE LIABLE FOR:

• Indirect, incidental, special, consequential, or punitive damages
• Loss of profits, revenue, data, or business opportunities
• Damages arising from your use or inability to use the App or Website
• Damages caused by third-party services or property owners
• Damages exceeding the total amount paid by you for the specific booking in question

11.4 Property Owner Liability

Where properties are owned or operated by third parties, those property owners are responsible for:

• Property condition and safety
• Compliance with local regulations
• Guest issues arising during the stay
• Property-related disputes

11.5 Indemnification

You agree to indemnify and hold harmless Stayz LTD, its officers, directors, employees, and agents from any claims, damages, losses, or expenses (including legal fees) arising from:

• Your breach of these Terms
• Your use of the App or Website
• Your stay at any property
• Your violation of any laws or third-party rights

12. Dispute Resolution

12.1 Governing Law

These Terms shall be governed by and construed in accordance with the laws of England and Wales, without regard to conflict of law provisions.

12.2 Jurisdiction

Subject to the arbitration provision below, you agree to submit to the exclusive jurisdiction of the courts of England and Wales for resolution of any disputes.

12.3 Informal Resolution

Before initiating formal proceedings, you agree to attempt to resolve disputes informally by contacting us at [email protected]. We will attempt to resolve the dispute within 30 days.

12.4 Arbitration (Optional)

For disputes that cannot be resolved informally, parties may agree to binding arbitration under the rules of the London Court of International Arbitration (LCIA), with proceedings conducted in London, England.

12.5 Class Action Waiver

You agree to bring claims only in your individual capacity and not as a plaintiff or class member in any class or representative action.

13. General Provisions

13.1 Entire Agreement

These Terms, together with our Privacy Policy and any additional terms disclosed at booking, constitute the entire agreement between you and Stayz regarding use of the App and Website.

13.2 Modifications

We reserve the right to modify these Terms at any time. Material changes will be communicated via:

• In-app notification
• Website notification
• Email to registered users
• Updated "Last Updated" date at the top of this document

Continued use of the App or Website after changes constitutes acceptance of the modified Terms.

13.3 Severability

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

13.4 Waiver

Our failure to enforce any provision of these Terms shall not constitute a waiver of that provision or any other provision.

13.5 Assignment

You may not assign or transfer your rights under these Terms without our prior written consent. We may assign our rights and obligations without restriction.

13.6 Force Majeure

We shall not be liable for any failure or delay in performance due to circumstances beyond our reasonable control, including but not limited to acts of God, natural disasters, pandemics, war, terrorism, government actions, or internet/telecommunications failures.

13.7 Language

These Terms are provided in English. Any translations are for convenience only. In case of conflict, the English version prevails.

14. Contact Information

For questions, concerns, or notices regarding these Terms, please contact us:

15. Apple App Store and Google Play Store Specific Terms

15.1 App Store Terms

If you download the App from the Apple App Store:

• These Terms are between you and Stayz, not Apple
• Apple has no obligation to provide maintenance or support
• Apple is not responsible for product liability claims
• Apple is not responsible for addressing claims of intellectual property infringement
• Apple and its subsidiaries are third-party beneficiaries entitled to enforce these Terms

15.2 Google Play Store Terms

If you download the App from Google Play Store:

• These Terms are between you and Stayz, not Google
• Google has no obligation or liability regarding the App
• Your use is also subject to Google Play Terms of Service

15.3 In-App Purchases

Any in-app purchases or subscriptions (if applicable) are subject to the respective app store's terms and refund policies.