Payment Protection Policy


  1. We provide the Payment Protection Policy (the “Policy”) to Travelers who pay online using our Payment Platform for rental of Properties. If you do not agree to the terms and conditions of the Policy, then you have no right to obtain reimbursement or claim any other rights under the Policy. We may revise this Policy at any time and at our sole discretion by amending the applicable web page on the Website or by publishing notices elsewhere on the Website.
  2. To qualify for reimbursement under this Policy, You must ensure that:
    1. Your claim falls within one or more of the Covered Circumstances (as defined below);
    2. You paid for the rental on the Site’s Payment Platform alone;
    3. You took all what we consider to be the appropriate steps to resolve the issue with the Owner;
    4. You are the person who made the Booking; and
    5. You comply with all other requirements under the Policy.
  3. The maximum amount in aggregate that We will reimburse You under this Policy (the “Coverage Limit”) is the lower of:
    1. The total amount You paid through the Payment Platform for the rental (the “Qualifying Payment”);
    2. USD$10,000/£8,000/€9,000 (depending on the currency in which You paid).
  4. You cannot qualify for reimbursement under the Policy if You have requested a chargeback from Your payment card company, or You have opened a dispute with PayPal in relation to part or all of Your Qualifying Payment. If We have disbursed Your payment before You make a claim, then You will need to provide Us with evidence that You have attempted to claim reimbursement from the Owner, Your bank, or payment card issuer, as applicable.
  5. We will reimburse You for Your losses up to the Coverage Limit, provided that You meet the claim requirements described above, and one or more of the following “Covered Circumstances” applies:
    1. Fraudulent Advertisement: the Owner does not own or manage the Property, or is not the authorized agent of the Property’s owner, or the Property is not legally permitted to be rented.
    2. Compromised Owner Account: the personal email address of the Owner or the Owner’s account with Us has been compromised by a fraudulent individual purporting to be the true Owner to induce You to pay.
    3. Inaccessible Property: You have paid for the Property in compliance with the Rental Agreement, and You have complied with the Owner’s terms and conditions, but You have been denied entry to the Property as a result of intentional and wrongful conduct of the Owner (which is deemed to include as a result of the Owner’s bankruptcy, insolvency, or fraudulent activity), or the Property is not in fact for rent. You will not be covered for any delay in accessing the Property during the rental period. You must notify Us of this condition no later than the first day of Your expected rental period.
    4. Misrepresented Property: the Property has Material Differences or Defects (as defined in Section 10.6) compared with the advertised Property, and: (i) You are unable to rent the Property as intended; (ii) You describe and provide photographic evidence of the Material Differences or Defects; and (iii) You notify the Owner and Us of this condition no later than the first day of Your rental period.
  6. The meaning of “Material Differences or Defects” shall be determined at Our sole discretion and, among other exceptions, it shall not cover cleanliness of the Property; minor differences in the location of the Property advertised and the actual location of the Property; the presence or availability of local attractions; or maintenance issues with amenities or services.
  7. We will not provide any reimbursement for loss of funds due to circumstances that are not included in the Covered Circumstances. For clarification, We will not cover losses in any of the following circumstances (which is not an exhaustive list):
    1. Any indirect losses; losses associated with travel arrangements, such as airfare or other transportation costs; opportunity losses; contractual losses; consequential losses; losses due to the weather or natural disasters; any losses other than the Qualifying Payment (subject to the Coverage Limit).
    2. If We or the Owner offer You alternative accommodation in lieu of the Property, and You accept the alternative accommodation (which will be inferred if You stay at least one night at such alternative accommodation), You will not be able to claim, in respect of any sums paid, for the original Property.
    3. Any damage deposits or other funds paid to the Owner using the Platform that are not returned due to damage or non-compliance with the Owner’s Rental Agreement and/or cancellation policy.
    4. Any payments made in cash, by check, or wire transfer, or using any other type of payment service other than via the Payment Platform.
    5. If You have a close personal connection with the Owner, for example, You are friends or members of the same family.
    6. Payments You make after We notify You that the Property listing is being used to commit fraud or has been removed from the Website.
    7. In relation to a Property with Material Differences or Defects, where You fail to notify Us no later than the first day of Your rental period and You do not vacate the Property by midnight local time on the day of check-in.
  8. To make a claim under the Policy, You must take the following steps within the time periods described in Section 8, 8.1) – 8.4).
    1. Inform Us of the problem no later than the first day of Your rental period by telephone. The telephone number is: +90 212 361 9331.
    2. Send a completed Claim Form to Us with proof of identification and a detailed description of the circumstances surrounding Your claim so that We receive it within 14 days of the first day of Your rental period.
    3. Submit the Claim Form via email to Alternatively, You can print the form and submit the form by post. Please telephone or email Us to request the applicable address for submission.
    4. If the issue is due to fraudulent activity, You must obtain a police crime reference number/case number in relation to such issues and print it on the Claim Form. Details of how to obtain a crime reference number/case number are included on the Claim Form.
  9. We shall complete the reimbursement claim process in a reasonable time frame (generally within four weeks) and will keep You informed of any decisions or additional documentation required to process Your claim.
  10. At Our sole discretion, We shall make all decisions regarding claim and documentation requirements and eligibility under the Policy. Our decisions shall be final and binding on You.