1. Contractual Framework & Our Role

• Reservation Facilitator: Universal Stays (and its parent company, Le Connaisseur Universal Enterprises, Ltd) acts exclusively as a Global Reservation Facilitator and Independent Agent. We provide the digital infrastructure to connect travelers with independent Hosts, Property Owners, Management Property Agencies and Independent Agents.
• Limitation of Responsibility: Universal Stays is NOT the "Host" in the sense of Locar Operator, Universal Stays is not responsible for local administrative, regulatory, or statutory obligations in any jurisdiction, (including but not limited to UK, Portugal, Spain, Italy, France, the UAE, etc). All local compliance obligations are the sole and exclusive responsibility of the Local Physical Operators / Hosts / Property Owners.
• The Local Physical Operator: The "Host" or "Local Physical Operator" is the independent Property Owner, Sublessee or the Local Physical Service Operator of the rental property. The contractual rental relationship for the stay is strictly between the Local Physical Operator and the Guest.

2. Secure Payments & Zeevou Infrastructure

• Payment Gateways: All transactions are processed via secure, PCI-compliant providers such as Stripe, PayPal, or Worldpay.
• Security of Process: These systems guarantee that your financial data is encrypted. Universal Stays does not store full credit card details on its internal servers.
• Payment Authorization: By placing a booking, the Guest authorizes the processing of rental fees and security deposits through these secure third-party channels.
• Refunds & Currency: All prices are displayed in the currency stated on the booking and include applicable taxes unless otherwise specified.

3. Privacy-First & Guest Verification - Biometric-Free Privacy Guaranteed

• We perform Human manual Identity Verification: To maintain the security of our private network, Guests are required to complete a manual identity check via our secure Zeevou-powered portal. This involves uploading a valid Driving License, ID Card, or Passport. Universal Stays is committed to protecting the privacy rights of international travelers; therefore, we do not perform biometric face scans, nor do we collect, process, or store any biometric data.
• Data Minimization: We collect only the essential data required to facilitate the booking. Universal Stays does not engage in proactive data-sharing with governmental institutions unless presented with a legally binding international court order that meets our strict Privacy Policy criteria.
• Self-managing Rental Property Owners, Local Operators, Agencies and Independent Agents - when a reservation is forwarded to you for payment processing and online check-in purposes, the Local Operator must not require any biometric verification or any additional data collection beyond the essential information required for the booking. Any request for facial recognition, fingerprint scanning, or other biometric processing by the Local Operator is strictly prohibited. Guests may refuse any such request without affecting their booking, and Universal Stays retains the right to terminate agreements with Local Operators who violate this Privacy Policy.
• Privacy Advocacy: We enforce legal protection of Guests’ privacy within the Universal Stays platform. Owners and Local Operators shall respect this Privacy Policy and not share any personal Guest data outside the secure Zeevou Network portal. Universal Stays cannot be held liable for any privacy violations or data breaches that occur outside of the Universal Stays platform, or as a result of actions by Local Operators or their third-party partners beyond our control.
• Prohibited Surveillance: Privacy in Properties: Local Physical Operators and Owners are strictly prohibited from installing cameras or surveillance equipment inside the property, or in any areas accessible to Guests, including pools, gardens, terraces, or common walking paths. This prohibition is in strict compliance with the European General Data Protection Regulation (GDPR) and recognized international Rights to Privacy, which protect individuals from unauthorized monitoring and ensure that personal data, including audio/visual recordings, cannot be collected without explicit consent. Violations of this rule may result in immediate termination of the listing on Universal Stays and potential legal consequences under applicable privacy laws.

4. Occupancy & Property Rules

• Occupancy: The number of Guests must not exceed the capacity stated in the confirmation. Unauthorized guests or events are strictly prohibited.
• Local Conduct: Guests must respect the local community. Non-recording noise-monitoring devices may be used by the Local Operator to ensure peace between 22:00 and 09:00.
• Strict Policies: All properties are non-smoking. Pets are only allowed where explicitly stated. Any breach of these rules leads to immediate termination of the stay without a refund.

5. Rental Period & Operational Times

• Standard Schedule: Check-in is typically from 15:00, and check-out is by 09:00/10:00am, unless otherwise specified by the Local Operator in the booking confirmation.
• Unauthorized Extensions: Late check-outs without prior written approval will incur a full day’s rental charge to cover operational and cleaning costs.
• Right of Access : Local Operators or authorised representatives may access the property during the stay only for inspection, safety, or urgent maintenance purposes, respecting Guest convenience.

6. Cancellation & Refund Policy

• Listing Specifics: Each property listing defines its own cancellation policy (Flexible, Moderate, or Non-Refundable). If no specific policy is displayed, the default Non-Refundable policy applies.
• Travel Insurance: We strongly recommend that Guests obtain comprehensive travel and medical insurance to protect against unforeseen situations resulting in cancellations.
• Cancellation by Universal Stays: In exceptional circumstances, Universal Stays may assist in relocation to an equivalent property. Refunds apply only if alternative arrangements are unacceptable.

7. Liability & Force Majeure

• Personal Property: Neither Universal Stays nor the Local Operator, Property Owners, Hosts or Property Management Companies accepts liability for loss or damage to personal belongings. Guests are responsible for personal belongings; left items are at own risk.
• Safe or Lockbox: It is strongly advised that Property Owners, Local Property Management Companies and Local Operators provide a secure safe or lockbox within the holiday property to enhance the protection of Guests’ valuables.
• Facilities: While we maintain high listing standards, we are not responsible for the temporary failure of local public utilities (water, electricity) or internet, etc service providers.
• Force Majeure: Universal Stays, Local Operators, Property Owners, Hosts, and Property Management Companies shall not be held liable for any delays, cancellations, or failures to perform obligations caused by events beyond their reasonable control. This includes, but is not limited to, natural disasters, civil strife, political unrest, acts of terrorism, labour disputes, or extreme weather conditions.
• Non-Liability Clause: Universal Stays is not responsible for property condition, safety, legality, or licensing; this is the Local Operator’s and/or Property Owner responsibility.

8. Property Condition, Damage & Security Deposit

9. Rental Rules & Restrictions

• Residential use only.
• No re-letting, subletting, parties, or events without prior written permission.
• No additional overnight guests without prior authorization from the Local Operator.
• Cot usage is limited to children aged 24 months or less, with linen provided by the Guest.

• Guests must allow reasonable access to the property for inspections, maintenance, or urgent repairs by the Owners, Local Operators, or their authorized representatives.

• Guests must follow all property safety instructions and contact local authorities if necessary.
• Guests should also contact the Local Operator immediately if assistance is required during an emergency.

10. Complaints Procedure

11. Booking Authority & Consent

12. Uncompromising Data Protection for Our Community

• No Automatic Reporting: We do not engage in proactive data-sharing with local or governmental institutions.
• International Legal Standard: Access to any member data requires a verified, legally binding international court order that meets the strict privacy criteria of our Gibraltar jurisdiction.
• Privacy Advocacy: We safeguard your Privacy Rights & Data against unauthorized, illegal administrative inquiries, ensuring that your data is handled with the highest level of professional confidentiality.

13. Governing Law & Jurisdiction

• Local Compliance: Any disputes regarding the physical state of the property or local regulatory compliance must be addressed directly with the Local Operator / Property Management Company / Self-managing Property Owner in the jurisdiction where the property is located.