Draft status
These terms are a working draft for attorney review. They should not be treated as final public legal terms until reviewed and approved by qualified counsel.
Draft for attorney review
Draft Terms of Service
Rules for guests, owners, bookings, support, evidence, and platform use.
Not final legal terms
This document is a planning draft. It should be reviewed, revised, and approved by qualified counsel before TrustStay uses it as public legal policy.
Purpose
Create a complete starting point for the final TrustStay terms.
Attorney focus
Confirm marketplace/platform role and liability limits.
Confirm user eligibility, account rules, moderation rights, and dispute language.
Confirm payment/refund wording before live Stripe payments are enabled.
Confirm anti-discrimination, accessibility, and fair-treatment obligations for owners and guests.
Platform role
TrustStay provides a booking, listing, support, photo-evidence, and dispute-review workflow between guests and owners. Owners are responsible for the accuracy, safety, cleanliness, legality, availability, and condition of their listings. TrustStay does not own, inspect, operate, or control listed properties unless expressly stated in final reviewed terms.
Accounts and truthful information
Users must provide accurate account, contact, booking, and listing information.
Users are responsible for maintaining account security.
TrustStay may restrict, suspend, or ban accounts for fraud, misleading information, abusive conduct, fake evidence, payment abuse, unsafe behavior, or policy violations.
Bookings and availability
A booking may be subject to listing approval, owner payout readiness, turnover photo verification, guest account completion, availability checks, and payment authorization. TrustStay may block or cancel booking activity when a listing, guest, owner, payment, or account is under review.
Evidence and dispute review
Owners may be required to submit current room and turnover photos.
Guests may be required to submit arrival photos and a written explanation before requesting refund review.
TrustStay may review photos, timestamps, booking data, messages, support tickets, account history, AI/photo risk labels, and admin notes.
Submitting misleading, old, unrelated, altered, or fraudulent evidence may lead to rejected claims and account moderation.
Payments, demo mode, and Stripe testing
Demo mode simulates escrow, refund, and payout activity for testing. Stripe test mode may be used to test payment, refund, and connected-account flows without live money movement. Live production payment terms must reference the actual payment processor, Stripe Connect configuration, refund mechanics, payout timing, chargebacks, taxes, platform fees, and marketplace responsibilities.
Refund review
TrustStay should avoid promising automatic refunds. Guests may request refund review with timely evidence. Final refund decisions may depend on evidence, policy terms, payment-provider limits, timing, owner response, booking status, safety concerns, and legal requirements.
Limitations and disclaimers
Final terms should include attorney-approved language covering platform availability, third-party services, user-generated content, listing accuracy, property risks, payment provider errors, indirect damages, maximum liability, and the difference between support review and emergency services.
Review note
After counsel finalizes this document, update the matching public TrustStay policy page and keep this legal-review draft archived for launch records.