Booking Policies

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, and United Kingdom

Only individuals located in these countries may access and use our website and services. TrueBookings works hard to expand geographically, but as of now, access is restricted to users in the countries listed above. We reserve the right to verify your location and may restrict or terminate access if you are not located in an approved country.

TrueBookings operates as a marketplace platform, not as a merchant of record. This means:

• You (the property owner/host) are the legal merchant of record and the legal seller of your accommodation services
• TrueBookings is NOT the merchant of record - we are a technology platform that facilitates transactions
• TrueBookings provides platform services and facilitates transactions between you and guests
• You are responsible for all legal obligations as the service provider and merchant of record
• All legal and financial responsibilities for the sale of accommodation services rest with you, the host

Guest Cancels

• Follows cancellation policy (Flexible/Moderate/Strict/Super Strict)
• May receive partial or no refund based on timing
• No processing fees deducted from refund
• Refund amount depends on cancellation timing

Host Cancels

• Guest receives full refund of accommodation (including VAT on accommodation)
• Service fee and VAT on service fee are not refunded
• No additional fees deducted from refund
• Refund processed automatically

• Flexible: Free cancellation up to 24 hours before check-in
• Moderate: Free cancellation up to 5 days before check-in
• Strict: Free cancellation up to 7 days before check-in
• Super Strict: Free cancellation up to 14 days before check-in

• Your booking is subject to the cancellation policy that was active when you made your reservation
• If the host changes their policy after your booking, your original policy still applies
• No refunds are available after check-in time (3:00 PM on check-in day)
• No processing fees for refunds

• All refunds are processed with no additional fees
• Full refund amount is returned to your original payment method
• Refunds are processed automatically within 5-10 business days
• Example: $100 booking → Full refund amount $100.00

• Use the "Cancel Booking" button in your booking dashboard
• Or contact support at hello@truebookings.net
• Refunds are processed within 5-10 business days to your original payment method

• Hosts must provide valid reasons for cancellation
• Guests receive full refund of accommodation (including VAT on accommodation) when host cancels
• Service fee and VAT on service fee are not refunded
• No additional fees deducted from refund
• Hosts may face penalties for frequent cancellations

• Natural disasters or severe weather events
• Government travel restrictions or advisories
• Serious illness or death in the family
• Military deployment or government orders
• Property safety issues or maintenance problems

• Payment is processed immediately upon booking
• Booking is confirmed instantly - no waiting for host approval
• Guests receive confirmation email with property details
• Host receives notification of the new booking
• Host contact information is shared 24 hours before check-in

• Service fee: 5% for domestic bookings (host and guest in same country) or 8% for international bookings (different countries)
• Payment processing: Included in service fee
• Security deposit: May be required by host (separate from booking fee)
• Cleaning fee: Set by host (if applicable)
• Refund processing: No fees (full refund amount returned)

• Primary guest must be at least 18 years old
• Valid government-issued photo ID required
• ID must match the name on the booking
• International guests must provide passport or equivalent

• Email address verification
• Phone number verification
• Government ID verification (when required)
• Payment method verification

• Previous violations of house rules or policies
• Incomplete or inaccurate profile information
• History of property damage or disruptive behavior
• Failure to provide required verification documents

• Respect quiet hours and neighborhood rules
• Keep the property clean and tidy
• Report any damages immediately
• Follow check-in and check-out procedures
• Respect maximum guest limits
• No smoking unless explicitly allowed
• No parties or events without host permission

• Provide accurate property descriptions and photos
• Maintain clean and safe accommodations
• Respond to guest inquiries within 24 hours
• Provide clear check-in instructions
• Address maintenance issues promptly
• Respect guest privacy

While TrueBookings may provide address information through the platform as a service, the ultimate responsibility for ensuring guests receive accurate address information rests with the host.

Hosts must:

• Provide accurate and complete property addresses in their listings
• Ensure guests receive the correct address information before check-in
• Provide detailed check-in instructions including the full address
• Respond promptly to guest inquiries about property location
• Update address information if the property location changes

• Clean and well-maintained accommodations
• Accurate photos and descriptions
• All advertised amenities must be functional
• Reliable internet connection (if advertised)
• Working heating and cooling systems
• Clean linens and towels provided

• Wheelchair accessibility (when applicable)
• Clear pathways and doorways
• Accessible bathroom facilities
• Visual and auditory accessibility features
• Accurate accessibility information in listings

• Regular cleaning between guests
• Prompt repair of reported issues
• Regular safety equipment inspections
• Seasonal maintenance and updates
• Emergency contact availability

• Working smoke detectors and carbon monoxide detectors
• Fire extinguisher available
• Emergency contact information provided
• Safe electrical and plumbing systems
• Clear emergency exit routes

• Race, color, ethnicity, or national origin
• Religion or religious beliefs
• Gender, gender identity, or sexual orientation
• Age or disability status
• Marital status or family status
• Political affiliation or beliefs

• Accept bookings from all qualified guests
• Provide equal service to all guests
• Use objective criteria for guest selection
• Respect guest privacy and dignity
• Report any discriminatory behavior

• Respect host property and privacy
• Follow all house rules and local laws
• Communicate respectfully with hosts
• Report any safety or discrimination concerns
• Leave honest and constructive reviews

• Contact hello@truebookings.net immediately
• Provide detailed information about the incident
• Include any relevant documentation or evidence
• We will investigate and take appropriate action

• Contact host first for immediate issues
• Contact our support team for unresolved issues
• Document all problems with photos and descriptions
• We may mediate disputes between guests and hosts
• Refunds may be provided for valid complaints

• Reviews must be based on actual stays
• No personal attacks or inappropriate content
• Reviews are moderated for accuracy
• Both guests and hosts can leave reviews

Hosts are responsible for:

• Registering for VAT/sales tax in their country if they exceed applicable thresholds - TrueBookings does not do this for hosts
• Acquiring and maintaining their own VAT registration - this is the host's sole responsibility
• Paying VAT on their rental income to tax authorities - TrueBookings does not pay VAT on behalf of hosts
• Filing and paying all required tax returns
• Complying with local rental tax regulations
• Maintaining proper tax records and documentation

This includes but is not limited to:

• Tourist taxes or visitor taxes imposed by local municipalities or governments
• City taxes or accommodation taxes
• Occupancy taxes or bed taxes
• Any other local, regional, or national taxes applicable to short-term rental income
• Determining the correct tax rates and collection requirements for the property location
• Collecting these taxes from guests when required by law
• Remitting collected taxes to the appropriate tax authorities
• Maintaining records of tax collection and remittance

TrueBookings does not:

• Determine which taxes apply to rental income
• Collect tourist taxes, city taxes, or other local taxes on behalf of hosts
• Remit any taxes to tax authorities on behalf of hosts (except VAT collection as described above)
• Provide tax advice or guidance on tax obligations

• Local taxes may be added to booking totals
• Tax rates vary by location and property type
• Taxes are calculated and displayed before booking
• Hosts are responsible for tax compliance
• Guests may be required to pay taxes upon arrival

• Security deposit: Typically $500 (refundable, returned within 7 days if no damages)
• Cleaning fee: Typically $100 (one-time fee)
• Pet fee: Typically $75 (if pets are allowed)
• Extra guest fee: Typically $25 per person per night (beyond base occupancy)
• Early check-in fee: Typically $50 (if available)
• Late check-out fee: Typically $50 (if available)

• Payments processed through Stripe
• Secure encryption for all transactions
• Multiple payment methods accepted
• Automatic currency conversion available
• Payment receipts provided for all transactions
• Refund processing: No fees (full refund amount returned)

• Hosts must have proper permits and licenses
• Properties must meet local safety codes
• Tax collection and reporting requirements
• Zoning and land use regulations

• Personal information is encrypted and secure
• Payment information is processed securely
• We don't sell your personal data
• You can request data deletion at any time