Booking terms and conditions

The purpose of this document is to inform our clients of YOUHOMEY's terms and conditions of operation. The terms of engagement for our services will be set out in a contract document to be signed between clients and YOUHOMEY, which will expand on and detail some of the points covered here. Wherever there is a conflict, the signed contractual terms shall prevail. For this reason, this document focuses on explaining the conditions and procedure for contracting the service. These terms apply to all distribution channels through which YOUHOMEY is advertised.

1.- Contracting procedure

This document will be made public so that clients can easily access this information.

The contracting procedure is deemed to begin the moment the client contacts YOUHOMEY by phone, email, or through portals where YOUHOMEY is advertised, with the privacy policy applying from that exact moment.

YOUHOMEY considers both landlords and tenants to be clients, and therefore this same treatment applies to both at the different stages of their relationship with YOUHOMEY.

YOUHOMEY provides its clients with a database of accommodation featuring extensive information and photographic material, videos, floor plans and virtual tours, designed to help the tenant find the most suitable accommodation. All information provided (descriptions, photos, features, services and availability) belongs to YOUHOMEY and is made available to clients solely for evaluation purposes. This information may be shared by the client with other people under the same conditions, and only by sharing links to our pages.

Rental prices for apartments on the YOUHOMEY website are indicative and may vary depending on the time of year or the conditions of the request and contracting process. Offers with the prices quoted during the negotiation period expire after 24 hours. They may only remain unchanged if the booking payment has been made and the conditions on which the offer was based have not changed.

1.1.- Pre-booking procedure

To begin the process of renting a property through Youhomey, the interested party must pay a fixed amount of €500 as a pre-booking fee. This amount secures the pre-booking of the selected property and initiates the document verification process and, where applicable, a physical viewing of the property.

Should the pre-booking party unilaterally decide not to proceed with formalising the booking within the established period, they will forfeit the entire amount paid as a pre-booking fee, with no right to claim or receive a refund.

For this purpose, the pre-booking party will have a period of forty-eight (48) hours from confirmation of the pre-booking to submit the required documentation. Failure to meet this deadline will, for all purposes, be considered an express waiver of the booking, with the resulting forfeiture of the amount indicated.

If YOUHOMEY unilaterally decides not to formalise the booking, it must return the full amount received as a pre-booking fee to the pre-booking party.

The pre-booking does not constitute a tenancy agreement and does not grant the pre-booking party any right of use or possession over the property.

1.2.- Booking procedure

YOUHOMEY establishes a booking method whereby information is requested from the client in order to draw up the booking contract, which is signed via digital signature and which our agents will also explain before any payment is made.

YOUHOMEY requires payment of a booking fee. This payment must be made in order to receive confirmation that the apartment has been booked. The booking amount may differ for each apartment and period and should be checked with the sales agent responsible for the flat.

1.3.- Payment and collection methods

For online payment, YOUHOMEY uses secure card payment procedures provided by Caixabank through Sermepa/Redsys, which are integrated into our portals. You can find information about this provider at http://www.redsys.es

YOUHOMEY offers various online payment systems, by credit card, STRIPE and bank transfer, with the client responsible for all financial charges arising from these payments.

1.4.- Receipt of the contract and remaining rent payments

YOUHOMEY will send the client the contracts for digital signature, specifying the payment method and the following rent payments due during the fixed-term contract. YOUHOMEY provides a help centre on the website where we answer the most frequently asked questions.

If the apartment is managed by YOUHOMEY or belongs to YOUHOMEY, the booking payment, move-in payment and periodic payments will be made directly to YOUHOMEY.

1.5.- Payment of the administration fee

In all cases, for seasonal tenancy agreements, YOUHOMEY charges a fee equivalent to one month's rent plus VAT. This fee will only be charged if the client ultimately formalises the booking contract.

Administration fees will be charged to the client every time they formalise a booking contract. WITHOUT EXCEPTION.

1.6.- Change policy

YOUHOMEY cannot guarantee the availability of an apartment in response to a client's request to change dates.

1.7.- Cancellation and/or no-show policy

The booking amount is non-refundable in the event of cancellation.

1.8.- Apartment check-in and check-out times

The client is required to communicate their arrival time at the apartment at least 2 days in advance. Given the varied locations of the accommodations, YOUHOMEY cannot guarantee that its agent will be present at check-in if the client does not provide this information.

YOUHOMEY sets a mandatory check-out time from the apartment before 12:00.

At YOUHOMEY we offer you different options for collecting your apartment keys.

Office check-in (free): you can collect the keys at no additional cost directly at our office within the following hours: Monday to Friday, 10:30am to 6:00pm.

Key delivery at the apartment (with additional cost): if you prefer our team to meet you and hand over the keys directly at the apartment, this service always involves an additional cost, which varies depending on the day and time of your arrival. The rates are as follows:

• Monday to Friday (8:00am to 9:00pm): the cost is €25.
• Monday to Friday (10:30pm to 6:00am): the cost is €50.
• Saturdays, Sundays and public holidays (all day): the cost is €100.

Important: we recommend planning your arrival in advance and letting us know your approximate time so we can coordinate the handover as efficiently as possible.

This fee must be paid in cash to the sales agent at the time of check-in.

At the time of check-in, Youhomey will verify that the agreed payments are reflected in the account; if payments are not confirmed 2 hours before the scheduled appointment, it will be automatically cancelled.

For check-out, the tenant must leave the keys inside the property, making sure to lock the front door. Failure to do so will result in a penalty of €500.

2.- During your stay

2.1.- Rent payment

Monthly rent must be paid between the 1st and 5th of the month; in the event of a late payment, a penalty of €200 per day of delay will apply, as stipulated in the contract.

For contracts that do not start on the first day of the month, the amount paid will be the proportional days of the month from the start of the contract plus the following month's rent. Example: if your contract starts on 15 October, you must pay for 16 days of October plus the rent for November. In subsequent months, you will pay the full rent as agreed in your contract.

2.2.- Occupants

YOUHOMEY does not allow overnight stays by people who are not named on the tenancy agreement.

2.3.- Rules of conduct

Our apartments are located in residential buildings. We require our guests to behave appropriately. Do not make excessive noise or play music too loudly. If neighbours complain or the police have to be called, you must vacate the apartment with no right to compensation or refund of amounts paid, due to breach of contract. Please remember that disruptive or unsanitary activities, parties, and pets without express authorisation are NOT permitted.

YOUHOMEY takes care of its apartments; they are cleaned before your arrival and after your departure. However, if the apartment is found to be excessively dirty, we reserve the right to deduct from the deposit/bond the amount necessary to cover the cost of additional cleaning.

YOUHOMEY asks tenants to ensure good ventilation in the property to prevent damp; if evidence is found that this is not being done, it will result in a penalty of €500.

2.4.- Issues in the property

The tenant will be responsible for minor repairs due to wear and tear from ordinary use; minor repairs are those, or the replacement of items in the property, that meet the requirements set out in article 21.4 of the LAU (Spanish Urban Leases Act), and whose cost does not exceed 25% of the rent established in the tenancy agreement.

The tenant must report any issues exceeding 25% of the rent established in the tenancy agreement through our help centre. Issues that do not meet the requirements set out in article 21.4 of the LAU will be disregarded.

In the event of emergencies (flooding, fire and/or power outage), these must be reported through our help centre. Any form submission not related to the situations mentioned above will be disregarded.

3.- Legal

3.1.- Type of contract

YOUHOMEY offers its clients only seasonal tenancy agreements for use other than as a permanent residence.

This contract is governed by the will of the parties and, failing that, by the provisions of Title III of the LAU 1994 and, on a supplementary basis, by the provisions of the Civil Code (arts. 1, 2.1, 3 and 4.3 LAU). In any case, and in accordance with the provisions of art. 4.1 LAU, the common provisions contained in Title IV (deposit and formalisation of the tenancy) and Title V (tenancy proceedings) of the LAU shall apply mandatorily.

3.2.- Invoices

YOUHOMEY issues invoices for the concept of administration fees.

YOUHOMEY manages apartments belonging to private individuals who have no knowledge of, capacity for, or interest in handling quarterly VAT returns and, therefore, does not accept business clients or self-employed clients who require an invoice, and only accepts private individuals. It is the client's responsibility to inform us in advance of their need for an invoice before making a booking.

3.3.- Liability

Neither YOUHOMEY nor the apartment owners will be liable for damage that may occur during your stay in the apartment, including, without limitation, personal injury, death or loss, whether due to fire, theft or flooding, or due to the client's personal actions or negligence, unauthorised access to the apartment by another person, or misuse of the items included in the accommodation.

In the event that you have a confirmed booking and YOUHOMEY is unable to accommodate you in the apartment of your choice, YOUHOMEY's liability shall be limited to providing you with accommodation in an apartment of similar characteristics or a full refund of the amounts paid.

At YOUHOMEY, we strive to accurately describe our apartments. Should any dispute arise regarding the description of the apartment, YOUHOMEY's liability shall be limited to refunding the amounts paid, minus the cost of the nights already stayed, should you decide not to stay in the apartment.

3.4.- Dispute resolution

Any dispute regarding our services shall be governed by Spanish law and submitted to the Courts and Tribunals of Madrid, or to the Madrid Court of Arbitration (Law 60/2003, of 23 December, on Arbitration (BOE No. 309/12/2003)).