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StaySafe Terms & Conditions
Last Updated: June 2026
Welcome to StaySafe ("StaySafe", "we", "us", "our"), an online accommodation booking platform that connects property owners, managers, agents, and guests. By accessing or using the StaySafe website, mobile application, or related services, you agree to these Terms and Conditions.
1. Definitions
StaySafe means the online booking platform and its associated services.
Guest means any person who searches for, books, or stays at a property listed on StaySafe.
Property Owner means the owner, manager, or authorized representative listing accommodation on StaySafe.
Booking means a reservation made through StaySafe.
Property means any accommodation listed on StaySafe.
Platform means the StaySafe website, mobile application, and associated services.
2. Acceptance Of Terms
By using StaySafe, you confirm that you are at least 18 years old or have permission from a parent or legal guardian, have the legal capacity to enter into binding agreements, and agree to comply with all applicable laws and regulations.
If you do not agree to these Terms and Conditions, you may not use the Platform.
3. StaySafe's Role
StaySafe acts solely as an online marketplace that facilitates bookings between Guests and Property Owners.
- StaySafe does not own, operate, or manage listed properties unless explicitly stated.
- StaySafe is not a party to any accommodation agreement between Guests and Property Owners.
- StaySafe does not guarantee the condition, suitability, legality, or safety of any property.
- StaySafe is not responsible for disputes arising between Guests and Property Owners.
4. User Accounts
Users must provide accurate and complete information, maintain the confidentiality of login credentials, and notify StaySafe immediately of any unauthorized account access.
StaySafe reserves the right to suspend or terminate accounts that contain false information or violate these Terms.
5. Property Listings
Property Owners are responsible for ensuring all property information is accurate, photos accurately represent the property, pricing is correct and up to date, availability calendars are maintained, and they possess all required licenses and permissions.
StaySafe reserves the right to remove any listing that contains false information, violates laws or regulations, or damages the reputation of StaySafe.
6. Bookings
When a booking is confirmed, a legally binding agreement is formed between the Guest and Property Owner. Guests agree to pay all applicable accommodation fees, taxes, cleaning fees, and other charges displayed at checkout. Property Owners agree to provide the accommodation as advertised.
StaySafe may refuse or cancel bookings suspected of fraud or misuse.
7. Payments
Payments may be processed through third-party payment providers. Guests agree that payment details must be valid and authorized, all prices displayed are subject to change until booking confirmation, and applicable service fees may be added during checkout.
StaySafe is not responsible for payment processor outages, delays, or technical issues.
8. Guest Responsibilities
Guests agree to respect the property and surrounding community, follow house rules provided by the Property Owner, not engage in illegal activities, and not exceed maximum occupancy limits.
Guests are liable for damages caused during their stay.
9. Property Owner Responsibilities
Property Owners agree to honor confirmed bookings, provide accommodation matching the listing description, maintain properties in a safe and habitable condition, and comply with all applicable laws and regulations.
Property Owners may be liable for losses caused by inaccurate listings or booking cancellations.
10. Prohibited Activities
Users may not use the Platform for unlawful purposes, upload misleading or fraudulent content, attempt to bypass payment systems, harass other users, or interfere with Platform security.
Violation may result in immediate suspension or termination.
11. Intellectual Property
All StaySafe branding, logos, content, software, and designs remain the property of StaySafe. Users may not copy or reproduce Platform content, reverse engineer Platform software, or use StaySafe branding without written permission.
12. Reviews And Content
Guests may submit reviews following completed stays. Reviews must be truthful and accurate, and must not contain offensive, defamatory, or unlawful content.
StaySafe reserves the right to remove reviews that violate these standards.
13. Limitation Of Liability
To the maximum extent permitted by law, StaySafe shall not be liable for property defects, personal injury, theft or loss of personal belongings, service interruptions, or acts or omissions of Guests or Property Owners.
StaySafe's total liability shall not exceed the amount of fees paid to StaySafe relating to the booking.
14. Indemnification
Users agree to indemnify and hold StaySafe harmless from any claims, damages, liabilities, and expenses arising from breach of these Terms, violation of laws, property damage, or personal injury caused by the user.
15. Privacy
Personal information is processed in accordance with South Africa's Protection of Personal Information Act (POPIA). By using StaySafe, users consent to the collection and processing of information necessary to provide the services.
16. Force Majeure
StaySafe shall not be liable for delays or failures caused by events beyond reasonable control, including natural disasters, government actions, power outages, internet disruptions, pandemics, or civil unrest.
17. Termination
StaySafe may suspend or terminate access to the Platform at any time if these Terms are violated, fraudulent activity is detected, or required information is not provided.
18. Governing Law
These Terms shall be governed by the laws of the Republic of South Africa. Any disputes shall be subject to the jurisdiction of South African courts.
Cancellation & Refund Policy
Standard Guest Cancellation Policy
Flexible: Free cancellation up to 14 days before check-in. 50% refund if cancelled between 7 and 14 days before check-in. No refund within 7 days of check-in.
Moderate: Free cancellation up to 30 days before check-in. 50% refund if cancelled between 14 and 30 days before check-in. No refund within 14 days of check-in.
Strict: Free cancellation up to 60 days before check-in. 50% refund if cancelled between 30 and 60 days before check-in. No refund within 30 days of check-in.
Property Owners may select which cancellation policy applies to their property.
Early Departure
No refunds will be issued for early check-outs, no-shows, unused nights, or guest dissatisfaction unrelated to property defects.
Property Owner Cancellations
If a Property Owner cancels a confirmed booking, Guests will receive a full refund, StaySafe may assist with alternative accommodation, and StaySafe may impose penalties on the Property Owner.
StaySafe Service Fees
Platform service fees may be refundable if a booking is cancelled within the free cancellation period, or retained where permitted by law for completed services.
Force Majeure Refunds
Refunds relating to force majeure events may be determined on a case-by-case basis. StaySafe reserves the right to issue partial refunds, offer travel credits, or facilitate alternative booking arrangements.
Refund Processing Times
- Credit/Debit Cards: 5-10 business days
- EFT Payments: 3-7 business days
- Other Payment Methods: subject to provider processing times
Disputes
Guests must report accommodation issues within 24 hours of check-in. Where appropriate, StaySafe may investigate complaints, request evidence, mediate disputes, and determine reasonable compensation.
StaySafe's decision regarding platform-related disputes shall be final.
Contact Information
StaySafe
Email: support@staysafe.co.za
Website: staysafe.co.za
By using StaySafe, all users acknowledge that they have read, understood, and agreed to these Terms & Conditions and Cancellation & Refund Policy.