Terms of service

These terms govern your use of Nestay, an online marketplace where hosts list places to stay and guests book them. By creating an account or making a booking you agree to them, so please read them before you do either.

1. Who we are, and what we do

Nestay operates the platform. We are not a party to any booking between guests and hosts: that contract is between them. Our role is to run the marketplace: to publish listings, process payments, and provide support when something goes wrong.

This distinction matters. We do not provide, inspect, or vouch for what hosts offer, and we do not guarantee that a listing is accurate, or that either side will keep to what they agreed.

2. Your account

You must be at least 18 years old to hold an account. You are responsible for the accuracy of the information on your profile, for keeping your password confidential, and for everything done through your account.

Tell us promptly if you believe someone else has accessed your account. We may suspend an account while we investigate a security concern, a payment issue, or a suspected breach of these terms.

3. Listings and host obligations

Hosts are responsible for the accuracy of their listings, including the description, photographs, price, and availability. If you sell on Nestay you confirm that you have the legal right to offer what you list, and that doing so complies with the law and any rules that apply to you.

Hosts must honor confirmed bookings. Canceling a confirmed booking lets the guest down, and repeated cancellations may lead to reduced visibility in search or removal from the marketplace.

4. Bookings, prices, and fees

Prices are set by hosts and shown inclusive of the fees we add before you confirm. You will always see the full amount payable before you commit to a booking.

We may charge guests a service fee, and deduct a commission from each host payout. Both are disclosed before you pay. Taxes may be collected where we are required to do so.

5. Cancellations and refunds

If the host cancels a confirmed booking, the guest receives a full refund. If what you booked is materially different from its listing, contact us promptly and we will review the booking and may issue a refund.

6. Payments and payouts

Payments are processed by our payment provider. We do not store full card details. Hosts are paid out once the booking is paid and complete, less our commission.

Hosts must supply accurate payout and tax information. We may withhold a payout where we suspect fraud, or where we are required to do so by law.

7. Reviews

Reviews must be based on genuine first-hand experience of a booking. We do not edit reviews for tone, but we will remove content that is discriminatory, threatening, off-topic, or written to manipulate ratings.

Offering an incentive in exchange for a favorable review is not allowed on either side.

8. Acceptable use

You agree not to use Nestay to break the law, harass or discriminate against other users, misrepresent yourself or what you offer, or scrape the platform. You also agree not to take payment off-platform in order to avoid our fees, because doing so removes the protections that both sides rely on.

We may remove content, restrict features, or close an account that breaches these terms.

9. Liability

Nestay is provided as-is. To the extent the law allows, we are not liable for the conduct of guests or hosts, for the quality, safety, or legality of anything offered, or for indirect or consequential loss. Nothing here limits liability that cannot lawfully be limited, including for death or personal injury caused by our negligence.

10. Changes to these terms

We may update these terms as the marketplace changes. If a change is material we will give notice before it takes effect. Continuing to use Nestay after that date means you accept the updated terms.

11. Contact

Questions about these terms can go to our support team through the Help link in your account.