Last Updated: June 19, 2025
1. Introduction
Welcome to BnStay.com ("Platform," "Website," "we," "us," or "our"). These Terms and Conditions ("Terms") govern your access to and use of the BnStay.com website and services operated by BnStay, with registered office in Portugal.
By accessing or using our Platform, you ("User," "Customer," "you," or "your") agree to be bound by these Terms. If you do not agree to these Terms, please do not use our Platform.
Our Platform provides booking services for:
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Hotels and accommodation
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Unique spaces and vacation rentals
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Car rental services
2. Definitions
"Booking" means a reservation made through our Platform for accommodation or car rental services.
"Provider" means hotels, property owners, car rental companies, and other service providers offering services through our Platform.
"Services" means all booking, reservation, and related services provided through our Platform.
"Personal Data" means any information relating to an identified or identifiable natural person, as defined under the General Data Protection Regulation (GDPR).
3. Eligibility and Account Registration
3.1 Age Requirement
You must be at least 18 years old to make a booking through our Platform. Users under 18 must be accompanied by a parent or legal guardian who accepts full responsibility for the booking.
3.2 Accurate Information
You agree to provide accurate, current, and complete information during the booking process and to update such information as necessary to maintain its accuracy.
3.3 Account Security
You are responsible for maintaining the confidentiality of any account credentials and for all activities that occur under your account.
4. Booking Process and Confirmation
4.1 Booking Request
All bookings made through our Platform constitute a request for services. A booking is not confirmed until you receive a confirmation email from us or the Provider.
4.2 Availability
All prices and availability are subject to change until your booking is confirmed and payment is processed.
4.3 Booking Confirmation
Upon successful booking, you will receive a confirmation email containing booking details, voucher (if applicable), and Provider contact information.
4.4 Direct Contract
By making a booking, you enter into a direct contract with the Provider. BnStay acts as an intermediary facilitating the booking process.
5. Accommodation Services
5.1 Check-in and Check-out
Standard check-in times are typically after 3:00 PM and check-out before 11:00 AM, unless otherwise specified by the Provider.
5.2 Property Descriptions
We strive to ensure accuracy in property descriptions, photos, and amenities. However, minor variations may occur, and we recommend confirming specific details with the Provider.
5.3 Occupancy Limits
The number of guests must not exceed the maximum occupancy stated in the booking confirmation. Additional guests may result in booking cancellation or extra charges.
5.4 Property Rules
Guests must comply with all property rules, local laws, and regulations. Violation may result in immediate termination of stay without refund.
6. Car Rental Services
6.1 Driver Requirements
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Valid driver's license from your country of residence or International Driving Permit
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Minimum age as specified by the car rental provider (typically 21-25 years)
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Credit card in the driver's name for security deposit
6.2 Vehicle Use
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The vehicle must be driven only by authorized drivers listed in the rental agreement
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Use is restricted to personal, non-commercial purposes
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Smoking, pets, and excessive passengers are prohibited unless specifically permitted
6.3 Fuel Policy
Vehicles must be returned with the same fuel level as at pickup, unless otherwise specified. Refueling charges will apply if returned with less fuel.
6.4 Insurance and Damage
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Basic insurance is typically included
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Additional coverage options may be available at extra cost
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Renters are responsible for damages, theft, or loss not covered by insurance
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Any accidents must be reported immediately to local authorities and the rental provider
6.5 Return Conditions
Vehicles must be returned at the agreed location, date, and time. Late returns may incur additional daily rates and penalties.
7. Pricing and Payment
7.1 Prices
All prices displayed include applicable taxes unless otherwise stated. Prices are quoted in Euros (€) or as otherwise indicated.
7.2 Payment Methods
We accept major credit cards and other payment methods as displayed on our Platform. Payment processing is handled securely through certified payment providers.
7.3 Currency Conversion
If your payment is processed in a currency different from the displayed price, conversion rates and fees may apply as determined by your bank or card issuer.
7.4 Additional Charges
Additional charges for services not included in the booking (such as city taxes, resort fees, or extras) are payable directly to the Provider.
8. Cancellation and Modification Policy
8.1 Consumer Rights (EU Customers)
EU customers have the right to cancel distance contracts within 14 days of booking without giving reason, except where the service has been fully performed or accommodation is for a specific date.
8.2 Accommodation Cancellations
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Free Cancellation: Where offered, cancellation is free up to the specified deadline
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Non-refundable Bookings: No refund is available for cancellations
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Partial Refund: Some bookings may offer partial refunds subject to cancellation fees
8.3 Car Rental Cancellations
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Cancellations more than 48 hours before pickup: typically free
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Cancellations within 48 hours: may incur cancellation fees
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No-show: full charges apply
8.4 Modification Requests
Modifications to bookings are subject to availability and may incur additional charges. Contact our customer service for assistance.
8.5 Force Majeure
In cases of extraordinary circumstances (natural disasters, pandemics, government restrictions), special cancellation policies may apply.
9. Customer Support and Complaints
9.1 24/7 Support
We provide customer support 24 hours a day, 7 days a week for urgent booking-related issues.
9.2 Complaint Resolution
If you have a complaint about services received, please contact us within 30 days of your stay or rental period. We will investigate and respond within 14 days.
9.3 Provider Issues
For issues directly related to Provider services, you should first contact the Provider directly. We will assist in resolving disputes where possible.
10. Data Protection and Privacy
10.1 GDPR Compliance
We comply with the General Data Protection Regulation (GDPR) and other applicable data protection laws.
10.2 Data Collection
We collect personal data necessary to process bookings, provide customer service, and improve our services.
10.3 Data Sharing
Personal data is shared with Providers as necessary to fulfill bookings and may be shared with service providers who assist in Platform operations.
10.4 Your Rights
Under GDPR, you have rights including access, rectification, erasure, portability, and objection to processing of your personal data.
10.5 Data Retention
We retain personal data only as long as necessary for the purposes for which it was collected or as required by law.
11. Intellectual Property
11.1 Platform Content
All content on our Platform, including text, graphics, logos, and software, is our property or licensed to us and protected by intellectual property laws.
11.2 User Content
By submitting reviews, photos, or other content, you grant us a non-exclusive license to use such content for Platform operations and marketing purposes.
11.3 Restrictions
You may not copy, modify, distribute, or create derivative works from our Platform content without express written permission.
12. Limitation of Liability
12.1 Platform Role
BnStay acts as an intermediary between you and service Providers. We are not responsible for the actual provision of accommodation or car rental services.
12.2 Service Quality
We do not guarantee the quality, safety, or legality of services provided by Providers, nor the accuracy of Provider information.
12.3 Limitation of Damages
To the maximum extent permitted by law, our liability is limited to the amount you paid for the booking through our Platform.
12.4 Exclusions
We are not liable for indirect, incidental, consequential, or punitive damages arising from your use of our Platform or services.
13. Prohibited Uses
You agree not to use our Platform to:
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Violate any applicable laws or regulations
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Infringe upon intellectual property rights
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Submit false, misleading, or fraudulent information
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Interfere with Platform security or functionality
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Make speculative or false bookings
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Use automated systems to access the Platform without permission
14. Travel Insurance and Recommendations
14.1 Insurance Recommendation
We strongly recommend purchasing comprehensive travel insurance to protect against trip cancellation, medical emergencies, and other unforeseen circumstances.
14.2 Health and Safety
You are responsible for ensuring you meet all health, vaccination, and travel document requirements for your destination.
15. Dispute Resolution
15.1 Governing Law
These Terms are governed by Portuguese law and the laws of the European Union.
15.2 Jurisdiction
Disputes shall be subject to the exclusive jurisdiction of Portuguese courts, except where EU consumer protection laws provide otherwise.
15.3 Alternative Dispute Resolution
EU customers may access the European Commission's Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr/
15.4 Mediation
We encourage resolution of disputes through mediation before pursuing legal action.
16. Changes to Terms
16.1 Updates
We may update these Terms from time to time to reflect changes in our services, legal requirements, or business practices.
16.2 Notification
Material changes will be communicated via email or Platform notice at least 30 days before taking effect.
16.3 Continued Use
Your continued use of the Platform after changes take effect constitutes acceptance of the updated Terms.
17. Severability
If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions shall continue in full force and effect.
18. Contact Information
BnStay Customer Service
Email: support@bnstay.com
Phone: +351 282 094 501 (24/7 support available)
Email: privacy@bnstay.com
For complaints or inquiries regarding these Terms or our services, please contact us using the information provided above.
By using the BnStay.com Platform, you acknowledge that you have read, understood, and agree to be bound by these Terms and Conditions.
