Terms and Conditions

Terms and Conditions

Master Agreement

This agreement is entered into by and between
Twopole Trade and Services LLP (hereinafter referred to as the “Company”), operating under its brand “StayAmi” (hereinafter referred to as “StayAmi”), and the Owner/Vendor (hereinafter referred to as the “Owner”). And Guest/buyer/user (hereinafter referred to as “user”

This agreement outlines the terms and conditions for listing, managing, and transacting properties on the StayAmi platform.

 Key Clauses

1. Force Majeure

• Definition: Force majeure events include natural disasters, wars, pandemics, government actions, or other events beyond reasonable control that prevent the performance of contractual obligations.
• Owner Obligations: Owners must notify StayAmi within 48 hours of a force majeure event impacting their property. They must take all reasonable steps to mitigate the effects.
• Platform Policy: StayAmi reserves the right to refund or reschedule bookings impacted by force majeure events in favor of the users.

2. Modification and Deletion of Listings

• Owners are prohibited from modifying prices of accepted bookings.
• Listings may only be deleted with a 30-day prior written notice to StayAmi. During this notice period:
  • Owners are not permitted to accept new bookings.
  • Pending activities will be verified, and settlements will be completed within 45 days from the notice date.

3. Penalty Provisions

• Violations of the terms, including last-minute cancellations or misleading practices, will incur penalties determined by StayAmi.

4. Content Submission and Usage Guidelines

• Photograph Requirements:
  • Photographs must be unique, genuine, and not copied from other sources.
  • Images must not include human presence and must be free of watermarks or text.
• StayAmi’s Rights Over Content:
  • StayAmi reserves the right to use submitted photographs for promotional purposes.
  • Submitted photographs will be stored indefinitely for marketing and operational use.

5. Payment Process with Owner

• Booking payments will be received by StayAmi and transferred to the Owner’s account 8 hours before guest check-in or at the time of check-in.
• Owners must submit withdrawal requests via their dashboard wallet for payouts.

Revenue Mechanism:

• A revenue-sharing mechanism applies to successful bookings or sales.
• Service fees are deducted automatically from the booking or sales amount.

Transparency:

• • Final prices and applicable fees are transparently reflected on the platform.

Non-Disclosure of Revenue Details:

• • Specific revenue-sharing details are confidential and not disclosed to users or buyers
• Partial Payment and Settlement

Partial Payment Terms:

• • Users may pay a portion of the total booking amount at reservation, with the remaining balance settled on-site.
• StayAmi’s Right to Retain Partial Payments:
  • StayAmi retains all partial payments made, even if the remaining balance is to be settled at the owner’s site.

6. Refund Policy for Owners

• Paid Listings: Payments for listing packages are non-refundable, including paid ad placements and claim listings.
• Exceptions: Refunds may be considered for double payments or technical errors by StayAmi.
• Requests for refunds must be submitted within 7 days, with documentation.

7. Non-Disclosure Agreement (NDA)

• Confidentiality Obligation: Owners shall not disclose, share, or misuse any confidential information, including but not limited to StayAmi’s business processes, user data, pricing strategies, platform policies, or operational procedures.
• Scope of Confidentiality: Confidential information includes all non-public information obtained through the StayAmi platform, irrespective of the format.
• Owners must protect the confidentiality of user data, guest booking details, and any proprietary StayAmi materials.
• Duration: The confidentiality obligation shall remain in effect during the term of this agreement and continue for 5 years after its termination or expiration.
• Consequences of Breach: Any breach of this NDA may result in penalties, including suspension of listings, termination of the agreement, or legal action to recover damages and protect StayAmi’s interests.

8. Cancellation and Refund Policy for Users

• Host Cancellation Policy (When the host cancels the booking):
  • Full Refund Guaranteed to Guest: If the host cancels the reservation (for any reason), the guest will always be entitled to a full refund (including all booking fees).
    • No Penalty for the Guest: The guest will not be penalized if the host cancels the booking, even if it is within 24 hours of check-in.
    • Refund: The full amount paid by the guest will be refunded, including:
      • Reservation cost
      • Cleaning fees
      • Any other fees charged for the booking
      • Exception: Online transaction costs charged by third-party service providers are excluded.
• Refund Percentage for Users/Guest (When the guest cancels the booking):
  • Cancellations made 120 hours or more before check-in: The guest will receive a full refund (excluding applicable service fees).
  • Cancellations made between 96 hours and 72 hours before check-in: The guest will receive an 90% refund (excluding applicable service fees).
  • Cancellations made between 72 hours and 48 hours before check-in: The guest will receive a 85% refund (excluding applicable service fees).
  • Cancellations made between 48 hours and 24 hours before check-in: The guest will receive a 75% refund (excluding applicable service fees).
  • Cancellations made between 24 hours and 12 hours before check-in: The guest will receive a 60% refund (excluding applicable service fees).
  • Cancellations made within 12 hours of check-in: No refund will be issued (as per the host’s cancellation policy).
• Major Disruptive Events Policy (In Case of a Large-Scale Event Affecting the Reservation):
  Covered Scenarios:
  • Public health crises (e.g., pandemics, epidemics).
  • Government-imposed travel restrictions or mandatory evacuation orders.
  • Military or civil unrest impacting the booking location.
  • Utility outages that render the property unusable (e.g., prolonged power or water outages).
  • Natural disasters (e.g., earthquakes, hurricanes, floods).

Rules for Guests/Buyers:

• • Guests are entitled to a full refund, including all charges (e.g., reservation costs, cleaning fees).
  • StayAmi will process the refund directly to the guest’s original payment method.

Rules for Hosts/Owners:

• • Hosts may cancel without penalties, but payouts for the cancelled booking will be forfeited.
  • The forfeited payout ensures that the guest’s refund is processed in full.

Non-Covered Scenarios:

• • Personal issues of the guest or host (e.g., illness, change of plans).
  • Transport disruptions unrelated to a covered event (e.g., flight cancellations).
  • Advisory-level travel guidance or cancelled/rescheduled events tied to the booking.
    In these cases, standard cancellation policies for guests and hosts will apply, including cancellation fees or penalties.

9. Settlement of Cancellation Fees

• Cancellation by Guest (Standard Scenarios):
  • When a guest cancels a booking under normal circumstances:
    • A cancellation fee will be deducted from the guest’s booking amount.
    • After deducting StayAmi’s revenue share and applicable administrative charges, the remaining balance will be settled to the owner as compensation.
    • The guest’s refund will be processed by StayAmi as per the Refund Policy for Users.
• Cancellation by Host (Standard and Last-Minute Scenarios):
  • If a host cancels a booking:
    • For cancellations made less than 12 hours before check-in, a penalty of 20% of the booking amount will be imposed on the host.
    • The penalty will be deducted from the host’s next payout or adjusted against future bookings.
    • The guest will receive a full refund, processed by StayAmi, and no payout will be made to the host for the cancelled booking.

10. No-Show Policy

    A “No-Show” is defined as a confirmed reservation where the guest does not check in, fails to cancel in advance, or is falsely reported as absent despite availing the service.

    To protect against mala fide practices (e.g., off-platform deals or false cancellations made in collusion between the guest and the property owner), the following conditions apply:

    1. Unauthorised Cancellations or Offline Agreements:
       If it is found that a guest availed the service but the booking was cancelled by the owner under the pretense of a No-Show, StayAmi reserves the right to retain the full booking amount, take disciplinary action against the property owner, and impose financial penalties.
    2. Loss of Revenue Due to Collusion:
       Any attempt by the guest and the owner to bypass StayAmi’s platform by settling payments or agreements outside the system will be treated as a violation of policy. This includes, but is not limited to:
       1. Guests availing services without proper check-in.
       2. Cancellations initiated under false pretenses.
       3. Direct negotiations excluding StayAmi.
    3. Safeguarding Guest Interests:
       These rules are also designed to safeguard the genuine interests of guests, ensuring that their rights, reservations, and platform trust are upheld in all cases.
    4. Liability Disclaimer & Refund Policy:
       StayAmi does not hold any responsibility for the guest in case of off-platform dealings or violations of booking terms. In such cases, the refund policy shall not be applicable, and the guest shall forfeit any claim for compensation or service recovery.
    5. Penalties and Suspension:
       Upon detection of such activities, StayAmi reserves the right to:
       1. Retain 100% of the booking amount.
       2. Impose penalties on the property owner.
       3. Suspend or delist properties involved in such violations.

    StayAmi is committed to maintaining fair, transparent, and secure practices. All bookings and payments must be honored exclusively through the StayAmi platform.

     

    Prevention of Off-Platform Deals

To maintain transparency and prevent unfair practices:

• StayAmi.com strictly prohibits any direct discounts or arrangements made between Hosts and guests outside the platform.
• Such actions undermine the integrity of our platform and may result in account suspension or removal for the involved parties.
• Always conduct transactions and communications through StayAmi.com to ensure secure and seamless experiences for all users.

12. Rent-Controlled Properties Not Eligible for Listing

• Properties governed by rent control regulations are not eligible for listing on StayAmi.com. This includes situations where the occupier or tenant manages the property under rent control agreements or claims ownership while settling rent through such arrangements.
• Additionally, original property owners with rent-controlled properties are prohibited from listing these on our platform.
• Ensuring compliance with this policy helps maintain transparency and adherence to local regulations.

Clear Responsibilities

• StayAmi’s Role:
  • StayAmi ensures that refunds are processed to guests promptly in both major disruptive events and standard cancellations.
  • For host-initiated cancellations, StayAmi adjusts payments to ensure guests are refunded and deducts penalties as needed.
• Hosts/Owners’ Role:
  • Hosts must fulfil their booking commitments or provide valid reasons for cancellations.
  • In cases of cancellation, forfeited payouts or penalties will be adjusted as outlined above.
• Guests/Buyers’ Role:
  • Guests are responsible for understanding the cancellation policies applicable to their booking.
  • Refunds are subject to the timing and reason for cancellation, except in cases of major disruptive events.

General Guidelines

• Host Responsibilities:
  • Hosts must maintain accurate and habitable listings.
  • Ensure that the apartment, room, or service delivered matches the description, images, and content provided in the listing.
  • Failure to fulfill reservations without valid reasons may result in penalties, including account suspension or removal.
  • Ensure immediate refunds are processed as per the policy.
  • Communicate with users/guests either through our system or using your own methods.
• Compliance:
  • This refund policy adheres to StayAmi’s commitment to fairness and does not override local regulations or statutory rights.
• Final Decision:
  • All refund decisions are made at the sole discretion of StayAmi.com’s management. Refunds, if approved, will be processed within 14 business days and will be credited back to the original payment method.

By using StayAmi’s platform, all users, hosts, vendors, and advertisers agree to this refund policy. StayAmi reserves the right to modify these terms at any time to reflect changes in our services or policies.

This document does not override local regulations or statutory rights. All decisions are made to ensure fairness for guests and hosts in line with StayAmi’s commitment.