Returns & Refunds For The Stayful Airbnb Mastery Academy

Definitions and legal references

Personal Data (or Data)

Any information that directly, indirectly, or in connection with other information — including a personal identification number — allows for the identification or identifiability of a natural person.

Usage Data

Information collected automatically through this Website (or third-party services employed in this Website), which can include: the IP addresses or domain names of the computers utilized by the Users who use this Website, the URI addresses (Uniform Resource Identifier), the time of the request, the method utilized to submit the request to the server, the size of the file received in response, the numerical code indicating the status of the server’s answer (successful outcome, error, etc.), the country of origin, the features of the browser and the operating system utilized by the User, the various time details per visit (e.g., the time spent on each page within the Website) and the details about the path followed within the Website with special reference to the sequence of pages visited, and other parameters about the device operating system and/or the User’s IT environment.

User

The individual using this Website who, unless otherwise specified, coincides with the Data Subject.

Data Subject

The natural person to whom the Personal Data refers.

Data Processor (or Data Supervisor)

The natural or legal person, public authority, agency or other body which processes Personal Data on behalf of the Controller, as described in this privacy policy.

Data Controller (or Owner)

The natural or legal person, public authority, agency or other body which, alone or jointly with others, determines the purposes and means of the processing of Personal Data, including the security measures concerning the operation and use of this Website. The Data Controller, unless otherwise specified, is the Owner of this Website.

This Website

The means by which the Personal Data of the User is collected and processed.

Service

The service provided by this Website as described in the relative terms (if available) and on this site/Website.

European Union (or EU)

Unless otherwise specified, all references made within this document to the European Union include all current member states to the European Union and the European Economic Area.

Cookies

Small sets of data stored in the User’s device.

Legal information

This privacy statement has been prepared based on provisions of multiple legislations, including Art. 13/14 of Regulation (EU) 2016/679 (General Data Protection Regulation).

This privacy policy relates solely to this Website, if not stated otherwise within this document.

Privacy Policy of MWB Stays Ltd

This Website collects some Personal Data from its Users.

Owner and Data Controller

Zac Harrison & Martyn Butler

.

Owner contact email: zac@stayful.co.uk

Types of Data collected

Among the types of Personal Data that this Website collects, by itself or through third parties, there are: first name, last name, phone number, company name, email address, website, Cookies, Usage Data and Data communicated while using the service.

Complete details on each type of Personal Data collected are provided in the dedicated sections of this privacy policy or by specific explanation texts displayed prior to the Data collection.Personal Data may be freely provided by the User, or, in case of Usage Data, collected automatically when using this Website.Unless specified otherwise, all Data requested by this Website is mandatory and failure to provide this Data may make it impossible for this Website to provide its services. In cases where this Website specifically states that some Data is not mandatory, Users are free not to communicate this Data without consequences to the availability or the functioning of the Service.Users who are uncertain about which Personal Data is mandatory are welcome to contact the Owner.Any use of Cookies – or of other tracking tools – by this Website or by the owners of third-party services used by this Website serves the purpose of providing the Service required by the User, in addition to any other purposes described in the present document and in the Cookie Policy, if available.

Users are responsible for any third-party Personal Data obtained, published or shared through this Website and confirm that they have the third party’s consent to provide the Data to the Owner.

Mode and place of processing the Data

Methods of processing

The Owner takes appropriate security measures to prevent unauthorised access, disclosure, modification, or unauthorised destruction of the Data.The Data processing is carried out using computers and/or IT enabled tools, following organisational procedures and modes strictly related to the purposes indicated. In addition to the Owner, in some cases, the Data may be accessible to certain types of persons in charge, involved with the operation of this Website (administration, sales, marketing, legal, system administration) or external parties (such as third-party technical service providers, mail carriers, hosting providers, IT companies, communications agencies) appointed, if necessary, as Data Processors by the Owner. The updated list of these parties may be requested from the Owner at any time.

Legal basis of processing

The Owner may process Personal Data relating to Users if one of the following applies:

Users have given their consent for one or more specific purposes. Note: Under some legislations the Owner may be allowed to process Personal Data until the User objects to such processing (“opt-out”), without having to rely on consent or any other of the following legal bases. This, however, does not apply, whenever the processing of Personal Data is subject to European data protection law;

provision of Data is necessary for the performance of an agreement with the User and/or for any pre-contractual obligations thereof;

processing is necessary for compliance with a legal obligation to which the Owner is subject;

processing is related to a task that is carried out in the public interest or in the exercise of official authority vested in the Owner;

processing is necessary for the purposes of the legitimate interests pursued by the Owner or by a third party.

In any case, the Owner will gladly help to clarify the specific legal basis that applies to the processing, and in particular whether the provision of Personal Data is a statutory or contractual requirement, or a requirement necessary to enter into a contract.

Place

The Data is processed at the Owner’s operating offices and in any other places where the parties involved in the processing are located.

Depending on the User’s location, data transfers may involve transferring the User’s Data to a country other than their own. To find out more about the place of processing of such transferred Data, Users can check the section containing details about the processing of Personal Data.

Users are also entitled to learn about the legal basis of Data transfers to a country outside the European Union or to any international organisation governed by public international law or set up by two or more countries, such as the UN, and about the security measures taken by the Owner to safeguard their Data.

If any such transfer takes place, Users can find out more by checking the relevant sections of this document or inquire with the Owner using the information provided in the contact section.

Retention time

Personal Data shall be processed and stored for as long as required by the purpose they have been collected for.

Therefore:

Personal Data collected for purposes related to the performance of a contract between the Owner and the User shall be retained until such contract has been fully performed.

Personal Data collected for the purposes of the Owner’s legitimate interests shall be retained as long as needed to fulfill such purposes. Users may find specific information regarding the legitimate interests pursued by the Owner within the relevant sections of this document or by contacting the Owner.

The Owner may be allowed to retain Personal Data for a longer period whenever the User has given consent to such processing, as long as such consent is not withdrawn. Furthermore, the Owner may be obliged to retain Personal Data for a longer period whenever required to do so for the performance of a legal obligation or upon order of an authority.

Once the retention period expires, Personal Data shall be deleted. Therefore, the right to access, the right to erasure, the right to rectification and the right to data portability cannot be enforced after expiration of the retention period.

The purposes of processing

The Data concerning the User is collected to allow the Owner to provide its Services, as well as for the following purposes: Contacting the User, Interaction with live chat platforms and Analytics.

Users can find further detailed information about such purposes of processing and about the specific Personal Data used for each purpose in the respective sections of this document.

Detailed information on the processing of Personal Data

Personal Data is collected for the following purposes and using the following services

Analytics

The services contained in this section enable the Owner to monitor and analyze web traffic and can be used to keep track of User behavior.

Google Analytics (Google Inc.)

Google Analytics is a web analysis service provided by Google Inc. (“Google”). Google utilises the Data collected to track and examine the use of this Website, to prepare reports on its activities and share them with other Google services.Google may use the Data collected to contextualise and personalise the ads of its own advertising network.

Personal Data collected: Cookies and Usage Data.

Place of processing: United Kingdom

Contacting the User

Contact form (this Website)

By filling in the contact form with their Data, the User authorises this Website to use these details to reply to requests for information, quotes or any other kind of request as indicated by the form’s header.

Personal Data collected: company name, email address, first name, last name, phone number and website.

Interaction with live chat platforms

This type of service allows Users to interact with third-party live chat platforms directly from the pages of this Website, for contacting and being contacted by this Website support service.If one of these services is installed, it may collect browsing and Usage Data in the pages where it is installed, even if the Users do not actively use the service. Moreover, live chat conversations may be logged.

Tawk.to Widget (tawk.to ltd.)

The Tawk.to Widget is a service for interacting with the Tawk.to live chat platform provided by tawk.to ltd.

Personal Data collected: Cookies, Data communicated while using the service and Usage Data.

Place of processing: United Kingdom – Privacy Policy.

Cookies

Cookies are files with small amount of data, which may include an anonymous unique identifier. Cookies are sent to your browser from a website and stored on your computers hard drive. Like many websites, we use “cookies” to collect information. You can instruct your browser to refuse all cookies or to indicate when a cookie is being sent. However, if you do not accept cookies, you may not be able to use some portions of our Site.

We use cookies on Stayful.co.uk to make sure we give you the best experience possible on the site. If you continue browsing the site without changing your settings, we will assume that you’re happy to receive all cookies on this website. If you would like to change your cookie settings at any time here are instructions how to do this for a variety of browsers (however blocking all cookies will have a negative impact with website usability):

Chrome:  https://support.google.com/chrome/answer/95647?hl=enFirefox: https://support.mozilla.org/en-US/kb/enable-and-disable-cookies-website-preferencesOpera: http://www.opera.com/help/tutorials/security/cookies/Internet Explorer: https://support.microsoft.com/en-gb/help/17442/windows-internet-explorer-deletemanage-cookiesSafari: https://support.apple.com/kb/PH21411Edge: https://privacy.microsoft.com/en-us/windows-10-microsoft-edge-and-privacy

Security

The security of your Personal Information is important to us, but remember that no method of transmission over the Internet, or method of electronic storage is 100% secure. While we strive to use commercially acceptable means to protect your Personal Information, we cannot guarantee its absolute security due to the nature of the process.

The rights of Users

Users may exercise certain rights regarding their Data processed by the Owner.

In particular, Users have the right to do the following:

Withdraw their consent at any time. Users have the right to withdraw consent where they have previously given their consent to the processing of their Personal Data.

Object to processing of their Data. Users have the right to object to the processing of their Data if the processing is carried out on a legal basis other than consent. Further details are provided in the dedicated section below.

Access their Data. Users have the right to learn if Data is being processed by the Owner, obtain disclosure regarding certain aspects of the processing and obtain a copy of the Data undergoing processing.

Verify and seek rectification. Users have the right to verify the accuracy of their Data and ask for it to be updated or corrected.

Restrict the processing of their Data. Users have the right, under certain circumstances, to restrict the processing of their Data. In this case, the Owner will not process their Data for any purpose other than storing it.

Have their Personal Data deleted or otherwise removed. Users have the right, under certain circumstances, to obtain the erasure of their Data from the Owner.

Receive their Data and have it transferred to another controller. Users have the right to receive their Data in a structured, commonly used and machine readable format and, if technically feasible, to have it transmitted to another controller without any hindrance. This provision is applicable provided that the Data is processed by automated means and that the processing is based on the User’s consent, on a contract which the User is part of or on pre-contractual obligations thereof.

Lodge a complaint. Users have the right to bring a claim before their competent data protection authority.

Details about the right to object to processing

Where Personal Data is processed for a public interest, in the exercise of an official authority vested in the Owner or for the purposes of the legitimate interests pursued by the Owner, Users may object to such processing by providing a ground related to their particular situation to justify the objection.

Users must know that, however, should their Personal Data be processed for direct marketing purposes, they can object to that processing at any time without providing any justification. To learn, whether the Owner is processing Personal Data for direct marketing purposes, Users may refer to the relevant sections of this document.

How to exercise these rights

Any requests to exercise User rights can be directed to the Owner through the contact details provided in this document. These requests can be exercised free of charge and will be addressed by the Owner as early as possible and always within one month.

Additional information about Data collection and processing

Legal action

The User’s Personal Data may be used for legal purposes by the Owner in Court or in the stages leading to possible legal action arising from improper use of this Website or the related Services.The User declares to be aware that the Owner may be required to reveal personal data upon request of public authorities.

Additional information about User’s Personal Data

In addition to the information contained in this privacy policy, this Website may provide the User with additional and contextual information concerning particular Services or the collection and processing of Personal Data upon request.

System logs and maintenance

For operation and maintenance purposes, this Website and any third-party services may collect files that record interaction with this Website (System logs) use other Personal Data (such as the IP Address) for this purpose.

Information not contained in this policy

More details concerning the collection or processing of Personal Data may be requested from the Owner at any time. Please see the contact information at the beginning of this document.

How “Do Not Track” requests are handled

This Website does not support “Do Not Track” requests.To determine whether any of the third-party services it uses honor the “Do Not Track” requests, please read their privacy policies.

Information To The Academy Policy

The information held under the “Airbnb Mastery Academy” is the sole owner of Harrison Partners Property limited, any attempts to steal this information would be considered intellectual property theft and will face prosecution.

Changes to this privacy policy

The Owner reserves the right to make changes to this privacy policy at any time by giving notice to its Users on this page and possibly within this Website and/or – as far as technically and legally feasible – sending a notice to Users via any contact information available to the Owner. It is strongly recommended to check this page often, referring to the date of the last modification listed at the bottom.

Should the changes affect processing activities performed on the basis of the User’s consent, the Owner shall collect new consent from the User, where required.

Property Management Terms & Conditions

hereafter referred to as the Property.

The agreement is in effect from for a fixed period of 3 months followed by a rolling monthly period and agrees to the terms and conditions.

Agent Responsibilities

1. The owner agrees that the agent will fully manage the property and listing. This includes the following:

a. To co-ordinate with a cleaning team to arrange cleaning, including a laundry service of bed linen and towels.

b. To fully manage the listings which include the following services: guest communication, guest vetting, implementation of a dynamic pricing strategy, responding to guest reviews and marketing on other websites.

c. To respond to and resolve any guest complaints in a timely and acceptable manner with the aim of resolving any guest issues, minimising refunds and avoiding negative reviews.

d. Marketing on websites such as Airbnb, Booking.com, VRBO and the agent's direct booking website.

e. Make the owner aware of any damages caused by guests.

f. Make the owner aware of any maintenance issues as they arise.

g. To provide the owner with bed and bath linen if this has been requested and paid for.

h. Manage all payments from the different websites and platforms. The owner will be paid monthly and reservation statements sent.

i. The agent's operational hours 8:30 am –11:00 pm 7 days a week.

j. Attempt to claim damages from guests with assistance from the owner for example providing receipts for replacement items, furniture etc.

k. Unless explicitly stated otherwise consumables including toilet paper, black

bin bags, washing up liquid, sponges, and hand wash will be purchased and replenished each month by the agent. The cost of this will include the cost of the products and an hourly rate to cover labour. Charged at £20 an hour for approx 1 hour.

2. The agent will provide the owner with an account on their channel manager so that the owner may see any upcoming bookings and the price that they have been charged.

3. The owner agrees to provide sole use of the property to the agent to avoid any double bookings and so that it may be managed effectively.

4. If the owner wishes to block any dates, this will be possible through their account on the agents' channel manager.

5. The agent is able to supply bed and bath linen on request and a quote will be provided and must be agreed by both parties before purchase.

Owner Responsibilities

The owner agrees that they are responsible for the following:

1. To ensure each property is handed over in a good, safe, and lettable condition, with

the appropriate certification incl. gas and electric certificates.

2. The owner is responsible for keeping up to date with these safety and regulatory

requirements and a gas safety certificate is to be provided once every 12 months.

Electrical will be advised on your current certificate usually every 5 years.

3. To provide all essential items at the property – Please see the checklist provided.

4. To provide at least 3 sets of bed and bath linen per bed/guest.

5. To provide the agent with the signed contract and agreed calendar availability.

6. To ensure you have given the agent the appropriate information about the property

and operational manuals/ instructions (i.e. how to operate the heating, electrics etc.)

7. A minimum of 2 Sets of Keys and fobs – 1 for Guests, and one emergency set which

is to be kept on site in a separate lock box or secure location, not accessible to guests with the main set.

8. To use their channel manager account to track their bookings and calendar availability.

Cleaning

1. The owner agrees that the agents' cleaners will carry out the cleaning. All changeover cleans will be charged to the guest where possible. Where this is not

possible such as additional cleans, deep cleans, oven cleans, or larger properties the owner will be charged some of or all of this cost.

2. Where linen is brought in and not hired the agent will provide a laundry service. The

owner must provide three sets of bedding and towels for the total capacity of the property.

3. If extras such as shampoos and shower gels are required, then these can be

provided, upon request, and the cost will be charged to the owner. The agent can provide these, or the owner may arrange to purchase them and have them taken to the property.

4. At each changeover, the agent will ensure the property is cleaned to the expected standards, all dirty linen is washed, new linen is provided and beds made, supplies are restocked, and any damage or maintenance issues are reported.

5. Each property will be subject to a periodic deep clean based on usage, to keep on top of standards and reviews. This will include an oven clean, skirting boards, and pulling out all the furniture and interior windows.

6. The agent aims to negotiate the best price for cleaning and changeovers given current market conditions.

7. If the full cost of the cleaning cannot be passed onto the guest and it is not possible to negotiate a lower rate or find a supplier offering a lower rate then any difference will be payable by the owner.

8. For guests staying long term, the agent will conduct periodic cleaning services at least twice a month. Additionally, deep cleaning will be scheduled as and when necessary.

Damages and Maintenance

1. The agent cannot state that any guest introduced will never damage the property or its contents. However, the agent will make every endeavour to safeguard the owner's interests, for example by collecting signed terms and conditions, excluding pets where necessary, collecting and checking the inventory of the property regularly, and collecting government ID.

2. The owner should be aware that it is impossible to avoid normal wear and tear on the property and the contents. It is unrealistic to expect any guest, no matter how responsible, to treat a let property as they would their own. It must be noted that the agent will use any bond or damage deposit to repair the property where necessary to maintain the standard of the agreement entered by both parties.

3. Should any maintenance issues arise with your property; the agent will endeavour to address these issues during normal operational hours. Any maintenance issue received outside of core hours will be addressed during operational hours.

4. The agent is a coordination service only, the agent does not take any responsibility or liability for contractors, delayed appointments or issue warranties with any works undertaken. It is advised that the owner take out separate home care policies for boilers, plumbing and electrical faults.

5. The agent will authorise small fixes promptly to ensure the booking is preserved and revenue is maximised. The owner will receive timely notifications regarding these authorisations. The owner agrees to authorise maintenance works of up to £300 per issue, without prior consent. This is to speed up the maintenance co-ordination process.

6. For maintenance issues less than £300 there will be no quotes provided beforehand.

This is because contractors charge a minimum call out fee to attend a property and therefore providing a quotation would be more costly than having the work undertaken on the first visit. They would charge a call out fee to quote, then have to wait for authorisation and then re-attend the property at a later date, causing double charging and delays. Maintenance works need to be undertaken in a timely manner to avoid bad reviews and inconvenience to the new guests arriving.

7. The cost of damages and maintenance will remain the owner's responsibility. The agent will endeavour to inform the owner of these as soon as possible but will work to undertake any repairs and maintenance promptly so that bookings are not interrupted, and negative reviews are avoided.

8. The owner gives authority to the Agent to carry out repairs to the value of £100 without prior consultation should work be required.

9. If the owner has preferred tradespeople, they will provide details to the agent at the start of this agreement.

10. Where possible, the agent will seek to claim the cost of any damages from the guest or through the booking platform, such as AirBnb.

Waste Management

1. If your property is not in an apartment block, it is your responsibility to manage the disposal of bins. We recommend organising private waste collection services from a company called Business Waste. Failure to arrange this contract may result in the need for us to find alternative private collectors, which can be significantly more expensive. In such cases, the additional cost will be passed on to you.

2. As your property will be used as Serviced Accommodation, there will naturally be more waste/rubbish produced. Please ensure that waste collection schedules are provided and there are adequate waste collection and management facilities available to guests.

3. The agent is not responsible for waste collection however we will help to coordinate this if the correct waste collection provision is in place.

Fire & Safety

1. To provide adequate Fire Blankets for the property.

2. To provide CO2 alarms where required usually if your property has a gas boiler or any live gas supply.

3. Provide an in-depth fire risk assessment specific to your property.

4. Provide on-site first aid kit.

Utilities

1. The owner agrees to set up all utilities in their name or their company name and forward any correspondence to their email or home address.

2. The agent is unable to forward and collect letters on behalf of the owner.

3. Meters where possible should be set up on smart meters. We will provide meter readings once a quarter at your request.

4. Internet will be set up and working before the property can accept bookings, under no circumstances will we deviate from this. If your broadband provider cannot install within a reasonable time frame, then you are required to provide a temporary internet solution such as mobile broadband. Our team do not have the capacity to wait for engineer appointments and router deliveries, this needs to be set up by yourself prior to MWB Stays Ltd taking over. If you are a remote investor and require assistance with internet setups, you will be charged an hourly rate of £20 per hour for the entire duration of the time slot

Exclusions

1. Repair of any damages caused by guests –

a. Airbnb- This must be claimed through the Airbnb host guarantee, Airbnb will

ask for both parties’ version of events and as much evidence as possible. We will need to submit photographs of damages and then receipts and invoices for repairs and replacements. Please note it is becoming increasingly difficult to successfully claim via this channel, we must submit documents and invoices in a timely manner.

b. Booking.com and other OTA’s- This should be claimed via the security deposit. Please be aware the security deposit is a pre-authorisation that is held on a card and not physically taken from the guest’s bank account. We submit photos to the guests and then attempt to capture the deposit up to the pre-authorised amount. However, this can be subject to chargeback via the guest bank.

2. Chargebacks – In a result of a chargeback, the agent is not held responsible for the cost. The cost of additional cleaning, or replacement items will be charged back to you as the owner.

3. Any repairs to communal areas or external doors, door entry systems and access issues. This is down to the owner or freeholder of a block of apartments.

4. Loss of revenue to any of the following: maintenance works, guests overstaying or checking out late, issues with utilities any external factors due to neighbours or disturbance.

5. The agent is unable to provide regular updates regarding specific calendar availability or booking information that is readily available to the owner using their own login.

Charges

1. The agent charges a monthly commission of 15% of gross revenue (once any online travel agent commissions have been deducted) before the cost of sales, i.e., cleaning & linen costs, supplies, and maintenance costs.

2. The owner agrees that software associated with the management of their property is a cost of sale and this will be deducted from the payout.

3. The agent is not currently VAT registered however, once this threshold is met, VAT will be applied on top of the monthly commission.

4. Any additional charges incurred from the property or the management of the property, such as parking fines, chargebacks or cleaning products, will be charged to the owner.

5. The agent is not held responsible for any damages caused by guests.

6. The agent will not charge guests for towels, plates, glasses, and cutlery.

7. In the event of any damages or losses, the agent reserves the right to open a claim.

For claims below £75, the agent may choose not to pursue them, as doing so could

potentially result in a negative review from the guest.

8. The agent will prioritise maintaining positive reviews to ensure the revenue remains unaffected.

9. If the owner specifies that the listing is pet-friendly, the risks associated with this are

understood. Pets are a great addition to your listing and will attract more bookings however there can be risks with fouling and damage to furniture and flooring etc. The agent will hold back deposits where possible for damages but you as the client accept this risk and the fact that not all damages caused by pets may be recoverable.

Penalties

1. The agent will always endeavour to avoid any costs or charges associated with cancellations or relocations. Where this is not possible the owner will be charged the cancellation fees that the platform applies.

2. Any bookings made must be honoured or the owner will be charged £50+VAT per booking cancelled plus the cost of relocation/ cancellation charges from the booking platform.

3. If any maintenance issues are not addressed and the booking must be cancelled the owner will be charged £50+VAT for each booking plus the cost of relocation/ cancellation charges from the booking platform.

Payment

1. The agent agrees to manage all payments from each website and platform on which the property is listed.

2. Payment will be sent monthly, within the first 3 working days of the month, along with a reservation statement.

3. For bookings that overlap multiple months, the owner will be paid monthly based on checkout date.

Termination and repossession of the property

1. Unless the owner specifies that the property is required back on a specific date, the Agent will continue letting and re-letting into the property until they are advised otherwise by the owner. The owner must give at least three months’ notice to ensure all guest bookings can be managed appropriately. Any losses resulting from the owners’ decision to repossess the property will be charged to the owner.

2. The agent reserves the right to terminate the agreement at any time after the fixed term has expired, if your property is receiving consistent bad reviews due to fixtures and fittings, area, condition of the property or general wear and tear and the owner is not willing to upgrade/refresh when required.

3. This agreement may be terminated by the owner or agent by giving notice in writing at least three months in advance but not until after the fixed term has expired. Once the property has guests introduced by the Agent 3 months’ notice in writing must be given by the owner to Agent.

4. Forcibly terminating the agree during the fixed term will incur a fixed penalty of £500 per property.

Property Performance

MWB Stays Ltd are not liable for any loss of investment and do not guarantee any return of investment with properties listed under our management.

MWB Stays Ltd does not guarantee a minimum level of performance in terms of revenue generated for any property listed under our management.

MWB Stays Ltd provides all customers with an estimated performance analysis report based on performing short term rental properties in the nearby area, MWB Stays Ltd are not liable for any losses related to performance in terms of revenue being under this report and is only used for the customer to estimate potential returns.

MWB Stays Ltd does not commit to achieving performance targets or targets set by other businesses or other third party analysis reports.