Terms of Service | TrueBookings

1. Acceptance of Terms

By accessing and using the services provided by TrueBookings ("we," "our," or "us"), you accept and agree to be bound by the terms and provision of this agreement.

If you do not agree to abide by the above, please do not use this service.

1.1 Geographic Restrictions

Important: TrueBookings is currently available only to users located in the following countries:

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.

1.2 Individual Accounts Only

Important: TrueBookings accounts are available only to individuals. Company accounts, business accounts, or accounts for any legal entity other than individual persons are not permitted. Each account must be registered to and used by a single individual person. If you are operating on behalf of a company or business, you may not use our platform.

2. Description of Service

TrueBookings provides direct booking website solutions for property owners, including:

Professional booking website designs and templates
Website hosting and maintenance
Domain management services
Booking management and payment processing
Guest communication tools
Admin dashboard and content management
Zero platform fees on bookings

3. User Accounts and Property Ownership

3.1 User Eligibility

To use our services, you must:

Be at least 18 years old (or have parental consent if under 18)
Have the legal capacity to enter into binding agreements
Provide accurate, current, and complete information during registration
Be the legal owner of the property you are listing, or have explicit written permission from the property owner

3.2 Account Creation

To access our services, you must create an account. You agree to provide accurate, current, and complete information during registration, including proof of property ownership when requested.

3.3 Data Usage and Disclosure Permission

By creating an account, you grant TrueBookings permission to:

Host Information: Display your provided details (name, property information, contact details) to potential guests for booking purposes
Guest Information: Share your provided details with hosts when you make bookings, including during messaging and booking management
Platform Operations: Use your information for payment processing, booking management, customer support, and platform functionality
Communication: Contact you regarding bookings, payments, platform updates, and customer support

This permission is essential for the platform's operation and is granted automatically upon account creation.

3.4 Property Ownership Verification

You must be the legal owner of the property you are listing for rental, or have explicit written permission from the property owner to list and rent the property. We reserve the right to request documentation proving property ownership or authorization at any time.

3.5 Account Security

You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account.

3.6 Account Suspension and Termination

We reserve the right to immediately suspend or terminate your account for:

Failure to provide proof of property ownership when requested
Listing properties you do not own or have permission to rent
Violations of these terms of service
Fraudulent activity or misrepresentation
Illegal activities or violations of local rental laws
Any other reason at our sole discretion

4. Payment Terms and Booking Fees

4.1 Service Fee Structure

TrueBookings charges a service fee on guest bookings: 5% for Sweden, 8% for International bookings. This service fee covers our platform services including payment processing, booking management, and customer support.

4.2 Payment Processing and Legal Structure

All payments are processed securely through Stripe. Important Legal Notice: TrueBookings operates as a marketplace platform, not as a merchant of record. You (the property owner) are the legal seller of your accommodation services. TrueBookings facilitates the transaction and provides platform services for a service fee.

4.3 Stripe Connect Transfer Fees

Transfer fees are deducted from your payout amount. When we transfer your accommodation revenue to your Stripe account, Stripe charges a transfer fee of 0.25% + 20p per transfer. This fee is automatically deducted from your payout amount before the transfer is processed. TrueBookings does not pay these transfer fees - they are deducted from your accommodation revenue.

4.4 Refunds

Refunds are provided at our discretion and in accordance with our refund policy.

4A. Tax and VAT Responsibilities

4A.1 VAT and Tax Compliance - Host Responsibility

CRITICAL: You (the host) are solely responsible for acquiring and paying VAT on your rental income. TrueBookings does not handle VAT registration or payment for hosts.

You are responsible for all taxes, VAT, and regulatory compliance related to your property rental business. This includes but is not limited to:

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

Important: TrueBookings may collect VAT on your behalf when you exceed your country's VAT threshold, but you are still solely responsible for ensuring you are properly registered for VAT and for remitting all collected VAT to your tax authorities. TrueBookings does not register you for VAT, does not file your tax returns, and does not pay your VAT obligations - these are entirely your responsibility.

4A.2 Other Taxes and Fees - Host Responsibility

Hosts are solely responsible for determining, collecting, and remitting any applicable tourist taxes, city taxes, occupancy taxes, or other local taxes required by local law for the rental income they earn.

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 your 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 your rental income
Collect tourist taxes, city taxes, or other local taxes on your behalf
Remit any taxes to tax authorities on your behalf (except VAT collection as described in section 4A.2)
Provide tax advice or guidance on your tax obligations

You are solely responsible for understanding and complying with all tax obligations related to your rental income in your jurisdiction. We recommend consulting with a tax professional to ensure full compliance.

4A.3 TrueBookings VAT Collection

TrueBookings may collect VAT on our service fees in accordance with applicable tax laws. When you exceed your country's VAT threshold, we may also collect VAT on your accommodation revenue and include your VAT portion in your payouts. You are responsible for remitting your portion of collected VAT to your tax authorities.

4A.4 Dynamic Pricing and VAT Impact

Guest pricing may vary based on your VAT compliance status. When you are below your country's VAT threshold, guests pay VAT only on our service fee. When you exceed your country's VAT threshold, guests pay VAT on both the service fee and your accommodation revenue. This means the total price guests pay may increase when you exceed your VAT threshold, as additional VAT will be applied to your accommodation revenue.

4A.5 Tax Documentation

You agree to provide accurate tax information and documentation when requested. TrueBookings is not responsible for your individual tax obligations or penalties arising from non-compliance.

4B. Legal Relationship and Business Structure

4B.1 Merchant of Record - Critical Legal Notice

IMPORTANT: THE HOST IS THE MERCHANT OF RECORD, NOT TRUEBOOKINGS.

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
TrueBookings is classified as a "leverantörsskuld" (accounts payable) in our accounting
All legal and financial responsibilities for the sale of accommodation services rest with you, the host

This distinction is critical: As the merchant of record, you are legally responsible for all aspects of the accommodation service you provide, including but not limited to tax obligations, regulatory compliance, guest relations, and any legal disputes arising from your rental business.

4B.2 Your Legal Obligations

As the legal seller of accommodation services, you are responsible for:

All guest relations and service delivery
Compliance with local rental laws and regulations
Tax registration and compliance in your jurisdiction
Insurance coverage for your property and guests
Safety and health code compliance
Any disputes or legal issues arising from your rental business

4B.3 TrueBookings Role

TrueBookings provides:

Platform technology and booking management
Payment processing facilitation (via Stripe)
Customer support for platform-related issues
Marketing and listing services

TrueBookings is NOT responsible for:

Your tax obligations or compliance
Guest satisfaction with your property
Property maintenance or safety
Legal disputes between you and guests

5. Property Listings and Rental Terms

5.1 Accurate Property Information

You must provide accurate, complete, and up-to-date information about your property, including:

Accurate property descriptions and amenities
Current and accurate pricing
Real photographs of the actual property
Correct availability dates
Accurate property location and address

5.1.1 Property Address Disclosure - Host Responsibility

Important: It is the host's responsibility to provide the property address to guests, not TrueBookings' responsibility. 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

While TrueBookings may display address information on the platform, hosts remain solely responsible for ensuring guests have the correct address and can locate the property. TrueBookings is not responsible for any issues arising from incorrect or missing address information.

5.2 Rental Compliance

You agree to comply with all applicable local, state, and federal laws regarding short-term rentals, including:

Obtaining necessary permits and licenses
Paying required taxes and fees
Complying with zoning regulations
Following safety and health codes
Respecting noise ordinances and community guidelines

5.3 Guest Relations

You are responsible for:

Providing a safe and clean property for guests
Responding to guest inquiries in a timely manner
Honoring confirmed bookings
Resolving guest complaints and issues
Maintaining appropriate insurance coverage

6. Acceptable Use

You agree to use our services only for lawful purposes and in accordance with these Terms of Service. You agree not to:

Use the service for any illegal or unauthorized purpose
Violate any applicable laws or regulations
Infringe upon the rights of others
Transmit harmful, offensive, or inappropriate content
Attempt to gain unauthorized access to our systems
List properties you do not own or have permission to rent
Engage in fraudulent booking practices
Discriminate against guests based on protected characteristics

7. Intellectual Property

All content, designs, and software provided by TrueBookings remain our intellectual property. You are granted a limited license to use our services in accordance with these terms.

8. Privacy and Data Protection

Your privacy is important to us. Please review our Privacy Policy, which also governs your use of our services.

8.1 GDPR Compliance

By using our services, you consent to the processing of your personal data as described in our Privacy Policy. You have the right to:

Access your personal data
Correct inaccurate data
Request data portability
Request deletion of your data
Withdraw consent at any time

8.2 Data Breach Notification

In the event of a data breach that may affect your personal information, we will notify you within 72 hours as required by GDPR.

9. Limitation of Liability

TrueBookings shall not be liable for any indirect, incidental, special, consequential, or punitive damages resulting from your use of our services, including but not limited to:

Disputes between property owners and guests
Property damage or personal injury
Booking cancellations or modifications
Payment processing issues
Service interruptions or technical issues

9.1 Platform Liability Limitations

TrueBookings is not responsible for:

User-generated content, messages, or communications between users
False, misleading, or inaccurate information provided by users
Disputes arising from rental agreements between hosts and guests
Property damage, theft, or personal injury occurring at listed properties
Booking cancellations, no-shows, or guest behavior issues
Third-party service failures (Stripe, hosting, etc.)
Technical issues, downtime, or service interruptions
Legal compliance issues in user jurisdictions

9.2 Service Availability

TrueBookings does not guarantee uninterrupted service availability. We reserve the right to suspend or modify services for maintenance, updates, or other operational reasons.

10. Indemnification

You agree to indemnify and hold harmless TrueBookings from any claims arising from your use of our services, including but not limited to:

Property-related disputes or damages
Violations of local rental laws or regulations
Guest complaints or legal actions
Tax-related issues or penalties (including VAT compliance)
Any misrepresentation of property ownership or authorization
Legal consequences of your status as the legal seller of accommodation services
Disputes arising from your rental business operations
Regulatory compliance issues in your jurisdiction

10.1 Tax and VAT Indemnification

You specifically agree to indemnify TrueBookings for any tax-related penalties, fines, or legal consequences arising from:

Your failure to register for VAT/sales tax when required
Your failure to remit collected VAT to tax authorities
Incorrect tax reporting or documentation
Any tax audits or investigations related to your rental business

11. Property Damages and Disputes

TrueBookings is not involved in property damage disputes or financial settlements. All damage-related matters are handled directly between hosts and guests.

11.1 Platform Non-Involvement

TrueBookings does not:

Process damage fees or security deposit deductions
Mediate damage disputes between hosts and guests
Facilitate damage payments or financial settlements
Assess or verify property damage claims
Handle security deposit collection or refunds

11.2 Host and Guest Responsibilities

Property owners and guests are responsible for:

Resolving all damage disputes directly between themselves
Documenting property condition with photos before and after stays
Communicating about damages through the platform's messaging system
Handling financial settlements for damages outside the platform
Contacting local authorities if criminal damage is suspected

11.3 Dispute Resolution

In the event of disputes between property owners and guests, TrueBookings is not responsible for mediating or resolving such disputes. We encourage parties to resolve issues directly or through appropriate legal channels.

12. Modifications

We reserve the right to modify these terms at any time. Continued use of our services constitutes acceptance of any changes.

13. Governing Law

These terms are governed by the laws of Sweden. Any disputes shall be resolved in the courts of Sweden.

14. Contact Information

For questions about these Terms of Service, please contact us at hello@truebookings.net