RENT terms of service

Who we are

RENT is operated by SPACE-IZ Ltd, registered in England and Wales with company number 12709068, at Level 39, One Canada Square, Canary Wharf, London, E14 5AB. In these terms “we”, “us” and “SPACE-IZ” mean SPACE-IZ Ltd.

These terms apply when you use either of our RENT apps:

• RENT (RENT: Stays & Venues in the app stores), to find and book stays and event venues, and to arrange viewings of residences in Dubai. In these terms, someone using it is a guest.
• RENT Owner, to list places and venues and manage bookings. Someone using it is a host.

By creating an account or using either app, you accept these terms, so please read them first. Our privacy notice explains what the apps collect and why.

What RENT does, and who you book with

RENT is a marketplace. We provide the apps that bring guests and hosts together. We do not own, manage or let the places and venues listed on it.

When a host accepts your booking, the contract for the stay or the venue is between you and the host. The host is responsible for the place itself: that it matches the listing, that it is safe, and that you can use it as booked. Whether a host is a business or a private individual can affect your legal rights against them.

What we are responsible for is our own part:

• providing and running the apps;
• reviewing listings before guests can see them;
• taking guests’ payments through PayPal, and paying hosts their share; and
• handling refunds, reports and complaints, as described below.

We collect guests’ payments on hosts’ behalf, and pay each host their share by bank transfer, as set out in Payouts.

Inside the apps, listings are grouped into stays, event spaces (venues) and Danube (residences in Dubai). These terms apply to all three.

Your account

You must be at least 18 to hold a RENT account.

You sign in with your mobile number. We send a one-time code to that number by text message, and you enter it in the app. Anyone who can read texts sent to your number can get into your account, so keep your phone and number secure, and tell us promptly if you think someone else has access.

RENT and RENT Owner have separate accounts. If you use both apps with the same mobile number, you have a separate account in each.

Keep your profile accurate. Hosts need a name and a profile photo on their account, and must verify their identity, before they can publish a listing.

Booking a stay or a venue

A listing is an invitation to book, not an offer. When you request a booking, you are making an offer to the host. The host can accept it or decline it. A contract is formed only when the host accepts. It is not formed when you send the request, or when PayPal places a hold on your money.

Stays are booked by the night. A venue is booked by the hour if it has an hourly price, and otherwise by the day; an event that runs over more than one day is charged by the day. You will be told in the app when the host accepts or declines.

Viewings of residences in Dubai work differently. You choose a date and time and enter your contact details. No payment is taken. Your request, with those details, goes to the host, who confirms or declines it.

Prices, fees and taxes

Hosts set their own prices. A stay can have a weekday price and a different price for Friday and Saturday nights. A venue booked by the day can have a different price for Saturdays and Sundays.

On top of the host’s price, we add a service fee and any taxes that apply. Before you pay, the app shows the full price: the host’s price, the service fee, the taxes and the total. You will never be charged more than the total you approve on PayPal.

Listings in the United Kingdom are priced and charged in pounds sterling (GBP). Listings everywhere else, including India and the United Arab Emirates, are priced and charged in US dollars (USD). If you pay in a different currency, PayPal or your bank may convert it and charge you for doing so.

Payment

You pay through PayPal, on PayPal’s own page. You can use your PayPal account or, where PayPal offers it, a debit or credit card. We never receive or store your card details.

When you request a booking, we do not take your money straight away. PayPal places a hold on the total. We take the payment only when the host accepts your request.

• If the host declines, the hold is released and you are not charged.
• If the host does not answer, we remind them. If they still have not answered shortly before PayPal’s hold runs out (29 days after your request), we cancel the request and release the hold.
• PayPal guarantees held money for only 3 days. If a host accepts after that and PayPal cannot take the payment, the booking does not go ahead and you are not charged.

A hold can show in your banking app as a pending payment. How long it takes to disappear after it is released is up to PayPal and your bank, not us.

Viewings of residences in Dubai, and listings without a price, take no payment.

Cancelling, and refunds

If you cancel before the host accepts

Cancel in the app at no cost. No money has been taken, and we release the hold.

If you cancel after the host accepts

Your payment has already been taken, and cancelling does not refund it automatically. Email us at support@space-iz.com with your booking details, and our support team will decide whether to refund you in full or in part.

If the host declines or cancels

If the host declines your request, the hold is released. If an accepted booking is cancelled by the host, you are refunded in full.

How refunds are paid

Refunds go back through PayPal to the account or card you paid with. We email you when a refund has been processed. How long it then takes to reach you is up to PayPal and your bank.

Your statutory cancellation rights

Consumers buying at a distance usually have 14 days to change their mind under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Under regulation 28(1)(b), that right does not apply to bookings of accommodation (other than for living in), or of services related to leisure activities, for a specific date or period. This does not affect your other legal rights.

Hosting

If you list a place or a venue, you promise that:

• you own it, or have the right to let it (including any consent you need from a landlord, lender, freeholder or building manager);
• you have every licence, registration and permission that the law where it is located requires, and you follow local rules on short-term letting and on events;
• your listing is accurate and kept up to date, including its photos, description, address, capacity, prices, house rules and safety information;
• the place is safe and meets the safety rules that apply to it, and you tell guests about anything they need to know to stay safe;
• you will honour the bookings you accept; and
• you are responsible for your own taxes on what you earn, and for your own insurance.

Listings are reviewed. Our team reviews every new listing before guests can see it. Any later change to a listing’s content sends it back for review, and it is hidden from guests until we approve it again. Switching a listing on or off does not. We may reject a listing, or hide it while we look into a concern.

Answer requests promptly. PayPal guarantees a guest’s held payment for only 3 days, so please accept or decline within that time. We remind you before the guarantee ends, and cancel a request that is still unanswered before the hold runs out.

If you need to cancel a booking you have accepted, contact us straight away. The guest will be refunded in full.

Payouts to hosts

For each paid booking, you earn your listing price for that booking. The service fee and the taxes added at checkout are not part of your payout.

A booking’s payout becomes due 24 hours after the stay or event ends. We pay what is due by bank transfer to the primary bank account you have added in RENT Owner, in the currency the guest paid in. You can follow your earnings and payouts in the Wallet. Bank transfers can take a few working days to arrive.

If a guest is refunded, your payout for that booking goes down in proportion. If the refund comes after you have been paid, the amount you owe back is taken off your next payout.

Keep your bank details correct. We are not responsible for a payout sent to the details you gave us.

Reviews, messages and what you post

Guests can review a place after a completed booking, and hosts can reply publicly to reviews of their listings. Reviews and replies must be honest and about the stay or event.

Everything you post, including listings, photos, reviews, replies and messages, must be lawful and accurate. It must not be hateful, harassing, threatening, sexually explicit, violent or discriminatory, and must not contain other people’s personal information without their consent.

You keep ownership of what you post. You allow us to show it in the apps, and to use it to run and promote RENT, for as long as it is published.

Objectionable content and abusive users

We have zero tolerance for objectionable content and abusive users. That includes content of the kinds listed in the previous section, and anyone who harasses, threatens, abuses or defrauds other users or our team.

You can report it to us:

• a listing, with Report This Property on the listing in RENT;
• a photo, with Report this photo (press and hold the photo, or use the flag in full-screen view) in RENT;
• a review, with Report on the review, in either app;
• a chat message, by pressing and holding it and choosing Report message, in either app;
• another user or a whole conversation, with Report in the chat’s ⋮ menu, in either app; and
• anything else by emailing support@space-iz.com with what happened and who was involved.

You can also block another user with Block in the chat’s ⋮ menu. Neither of you can then message the other, and they are not told.

Reviews are also screened automatically. A review containing abusive language is held back until our team has checked it.

Our team reviews every report. Where content breaks these terms, we remove it, and we suspend or permanently close the account that posted it.

We aim to review every report within 24 hours.

Using the apps properly

Please do not:

• use the apps for anything unlawful, or to make fake or fraudulent bookings or listings;
• try to break, probe or overload the apps or the systems behind them, or get at data that is not yours;
• copy or scrape the apps, or use them to build a competing service; or
• open accounts to get around a suspension.

Suspending or closing accounts

We may suspend or close your account, remove your content, or hide or reject your listings, if you break these terms, if we reasonably suspect fraud, or if we have to by law. Where we can, we will tell you why and give you a chance to respond. A suspended account cannot sign in.

If we close your account, we will still refund money that we owe you as a guest, and pay what you are owed as a host, except where these terms or the law say otherwise.

Deleting your account

You can delete your account at any time, in either app or by email. Our support page explains how. After you delete it, you have 30 days to restore it by signing in again with the same mobile number.

A host cannot delete their account while they have a listing that guests can see, or a booking that is waiting for an answer or has been accepted.

We keep some records after deletion, such as payment records, where the law requires it. The privacy notice sets out what we keep.

Our responsibility to you

We do not exclude or limit our liability where it would be unlawful to do so. That includes liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, and for anything else that cannot be excluded under consumer law.

Subject to that, we are responsible for loss you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for loss that is not foreseeable.

The stay or venue itself is provided by the host, and your rights about it are mainly against the host. We are not responsible for what hosts or guests do, or for the condition of a place, but we will help you as set out in these terms.

If you use RENT Owner as a business, we are not liable to you for lost profits, lost business or indirect loss.

We try to keep the apps available, but we cannot promise they will always work without interruption.

Complaints

If something has gone wrong, please tell us first: email support@space-iz.com.

If we cannot resolve it between us, you can take the matter to court. You may also be able to use an alternative dispute resolution scheme.

Changes to these terms, and governing law

We may change these terms, for example to reflect changes to the apps or to the law. The version published here when you make a booking is the one that applies to that booking. We will tell you about significant changes in the apps.

These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can bring proceedings in your own courts. If you are a consumer, you keep the benefit of any consumer protection that applies where you live.

If any part of these terms turns out to be unenforceable, the rest continues to apply.

Contact us

Email support@space-iz.com.

SPACE-IZ Ltd, Level 39, One Canada Square, Canary Wharf, London, E14 5AB. Company number 12709068.