Terms of Service

Welcome to Nuvastay. These Terms of Service ("Terms") constitute a legally binding agreement between you and Nuvastay S.L. ("Nuvastay", "we", "us", or "our") governing your access to and use of the Nuvastay website, mobile application, and all associated services (collectively, the "Platform").

By creating an account, accessing the Platform, or making a booking, you confirm that you have read, understood, and agree to be bound by these Terms and our Privacy Policy. If you do not agree with any part of these Terms, you must not use the Platform. These Terms apply to all users including guests, hosts, and visitors.

Nuvastay is an online marketplace that connects individuals seeking to book accommodation ("Guests") with property owners or managers offering short-term rentals ("Hosts"). Nuvastay acts as an intermediary between Hosts and Guests and is not a party to the rental agreement between them.

Nuvastay is not a real estate broker, hotel, or travel agency. We do not own, manage, operate, or control any of the properties listed on the Platform. All listings are created and managed by independent Hosts. Nuvastay does not endorse any listing, Host, or Guest, and makes no representations about the quality, safety, legality, or suitability of any property. We reserve the right to modify, suspend, or discontinue any aspect of the Platform at any time without notice.

To use the Platform you must be at least 18 years of age, have the legal capacity to enter into binding contracts under applicable law, and provide accurate, current, and complete registration information. You are responsible for maintaining the confidentiality of your account credentials and for all activities that occur under your account. Notify Nuvastay immediately of any unauthorized use.

Users may not create multiple accounts or share accounts with others. Nuvastay may suspend or terminate duplicate or fraudulent accounts without notice. We may require identity verification before making a booking or listing a property. Failure to complete verification may result in restricted access to the Platform.

When you submit a booking request, you are making an offer to rent the property at the stated price and for the specified dates. A binding reservation is created only when the Host confirms your request and payment is successfully processed. Guests are responsible for reviewing all listing details, house rules, and property descriptions before booking.

Changes to confirmed bookings must be agreed upon by both Guest and Host through the Platform and may affect the total price. Guests must adhere to the check-in and check-out times specified in the listing — early arrivals or late departures require prior written agreement and may incur additional charges. Hosts may set minimum stay requirements, which are clearly indicated in each listing.

Each listing is subject to a cancellation policy set by the Host and clearly displayed before booking. Flexible policy: full refund up to 24 hours before check-in (minus service fees); the first night is non-refundable after that. Moderate policy: full refund up to 5 days before check-in; 50% of remaining nights refunded after that. Strict policy: full refund only within 48 hours of booking if check-in is at least 14 days away; no refund thereafter except in extenuating circumstances. Non-refundable listings offer a discounted rate in exchange for no refund after confirmation.

In the event of serious illness, natural disaster, government-imposed travel restrictions, or other extraordinary events beyond either party's control, Nuvastay may in its discretion issue full or partial refunds outside the standard cancellation policy, subject to supporting documentation. Nuvastay's service fee is non-refundable in all cases, except where a full refund is warranted due to Platform error or Host misrepresentation.

As a Guest, you agree to treat the property and its contents with care and respect, leaving it in the same condition as you found it upon arrival. You must comply with the Host's house rules, which may include restrictions on smoking, pets, additional guests, noise levels, and parking. You must not exceed the maximum occupancy stated in the listing, and must not use the property for any commercial, illegal, or disruptive purpose including unauthorized events or subletting.

You are financially responsible for any damage caused to the property beyond normal wear and tear. Some Hosts require a security deposit, held by Nuvastay against potential damages. Host damage claims must be submitted within 48 hours of check-out with supporting evidence; unclaimed deposits are released to the Guest after this window. Nuvastay may charge the payment method on file for damages.

As a Host, you represent and warrant that you are the lawful owner of the property or have the legal right and authorization to list and rent it on the Platform. Your listing must comply with all applicable local laws, regulations, zoning ordinances, homeowner association rules, and lease or mortgage agreements. The property must meet all applicable health and safety standards, including functioning smoke detectors and carbon monoxide detectors where legally required.

All listing descriptions, photos, and amenities must be accurate and not misleading. You must honor confirmed bookings and not cancel accepted reservations without cause. You are responsible for collecting and remitting any applicable occupancy taxes, tourist taxes, or local levies. Hosts who consistently maintain high ratings, low cancellation rates, and fast response times may qualify for Nuvastay's Superhost designation, which provides increased visibility on the Platform.

Guests pay Nuvastay the total booking amount — nightly rate multiplied by the number of nights, plus applicable cleaning fees, Nuvastay service fee, and taxes — at the time of booking or shortly after Host confirmation. Nuvastay disburses the Host's portion (total minus the host service fee) approximately 24 hours after Guest check-in, subject to payout processing times.

Guest service fees are typically 6–12% of the booking subtotal and are displayed before payment confirmation. Host service fees are typically 3% of the booking subtotal and are deducted before payout. All fees are subject to change with reasonable advance notice; changes do not affect existing confirmed bookings. All transactions are processed in the currency displayed at checkout. Nuvastay may collect and remit occupancy taxes on behalf of Hosts where legally required.

After each completed stay, both Guests and Hosts are invited to leave a review. Reviews must be honest, relevant to the stay, and comply with Nuvastay's content guidelines. Prohibited content includes defamatory, discriminatory, or harassing language; content unrelated to the actual stay; personal information about the other party; and threats or extortion.

By submitting a review, you grant Nuvastay a perpetual, worldwide, royalty-free license to display, reproduce, and distribute that content on the Platform and in promotional materials. Nuvastay does not edit reviews for content but may remove those that violate our guidelines. Reviews are not verified for accuracy and Nuvastay is not responsible for their content.

You agree not to circumvent the Platform to conduct transactions directly with Hosts or Guests in order to avoid Nuvastay's fees or protections. You must not create fake or misleading listings, profiles, or reviews, use another person's account, or impersonate any person or entity. Discrimination based on race, color, national origin, religion, sex, gender identity, disability, or any other protected characteristic is strictly prohibited.

Additional prohibited activities include scraping or harvesting Platform data without authorization, introducing malware or malicious code, engaging in price manipulation or fraudulent chargebacks, using the Platform for any commercial purpose without prior written consent, and any action that violates applicable law, regulation, or third-party rights. Violations may result in immediate account suspension or termination, removal of listings, forfeiture of payouts, and referral to law enforcement authorities.

The Nuvastay Platform — including its design, code, trademarks, logos, interface, and original content — is the exclusive property of Nuvastay S.L. and is protected by applicable intellectual property laws. You are granted a limited, non-exclusive, non-transferable, revocable license to access and use the Platform solely for its intended purpose as a user.

This license does not permit you to copy, reproduce, modify, or create derivative works from Platform content; sell, sublicense, or commercially exploit any part of the Platform; or reverse-engineer, decompile, or disassemble any Platform software. By uploading photos, descriptions, or other content to the Platform, you grant Nuvastay a non-exclusive, worldwide, royalty-free license to use, display, and distribute that content in connection with providing and promoting the Platform.

To the maximum extent permitted by applicable law, Nuvastay shall not be liable for any indirect, incidental, special, consequential, or punitive damages arising from your use of the Platform; the conduct or actions of Hosts, Guests, or third parties; the accuracy, completeness, or legality of listings; loss or damage to personal property during a stay; or any interruption, error, or security breach affecting the Platform. Nuvastay's total liability shall not exceed the total service fees paid by you to Nuvastay in the 12 months preceding the claim.

You agree to defend, indemnify, and hold harmless Nuvastay and its officers, directors, employees, and agents from any claims, damages, losses, liabilities, and expenses arising out of or related to your use of the Platform, your violation of these Terms, or your violation of any rights of a third party. The Platform is provided on an "as is" and "as available" basis without warranties of any kind, either express or implied.

In the event of a dispute between a Guest and a Host, both parties should first attempt to resolve it directly. If no resolution is reached within 72 hours, either party may escalate to Nuvastay's Resolution Center. Nuvastay will review the evidence submitted by both parties and issue a final determination, which both parties agree to respect.

Any dispute arising from or related to these Terms or your use of the Platform shall first be submitted to informal negotiation. If not resolved within 30 days, disputes shall be resolved through binding arbitration in Madrid, Spain, under Spanish arbitration law, except where prohibited by local consumer protection laws. To the extent permitted by law, you agree to resolve disputes with Nuvastay on an individual basis only, and not as part of a class, collective, or representative action.

These Terms shall be governed by and construed in accordance with the laws of Spain, without regard to its conflict of law provisions. Any legal proceedings not subject to arbitration shall be brought exclusively in the courts of Madrid, Spain.

If you are a consumer residing in the European Union, you may also benefit from any mandatory consumer protection provisions of the law of the country in which you reside, regardless of the choice of law clause above.

Nuvastay reserves the right to modify these Terms at any time. When we make material changes, we will notify you by email and by posting a notice on the Platform at least 15 days before the changes take effect. Your continued use of the Platform after the effective date of the revised Terms constitutes your acceptance of those changes.

If you do not agree with the revised Terms, you must stop using the Platform and may close your account. We recommend reviewing these Terms periodically. For any questions or legal inquiries, please contact us at legal@nuvastay.com.