Checkin Hero Terms & Conditions
3.1.1. A Property is deemed inaccessible when:
a) the Host fails to provide the Guest with clear instructions; or
b) instructions have been provided by the Host, but the Guest is unable to enter the Property. This could be for any number of reasons, such as someone is present in the Property, the keybox is broken, there is no key within the keybox, etc.
3.1.2. A Listing failure will include:
a) a lower sleeping capacity than declared in the Listing when the Booking was made;
b) broken or seriously damaged key fixtures and fittings, such as a bed;
c) the interior of the Listing is not protected from rain;
d) there is an unexpected animal or pet present at the Property not disclosed when the Booking was made;
e) no electricity or functional lighting;
f) no running water;
g) no hot water;
h) no working refrigerator if advertised in the Listing;
i) absence of functional cooking element such as an oven, stove, or microwave if advertised in the Listing;
j) presence of pests;
k) non-functional sewage system;
l) no functional bathtub or shower where either has been declared in the Listing;
m) significant leak or water damage;
n) the inability to secure the building for the Guest’s safety;
o) unsafe electrical wiring with live wires exposed out of walls or ceilings;
p) soiled beds, significant mould on surfaces including but not limited to walls and carpets; and
q) overflowing, unemptied refuse bins.
3.1.3. This list is exhaustive and does not include minor failings, such as a failed light bulb or a window which may be difficult to open.
3.1.4. Each Listing is unique. To safeguard Checkin Hero from any misuse, we will meticulously evaluate any Check-In Issues related to unique Listings including but not limited to camping, glamping, eco stays. The assessment will be based on the Check-In Issue raised and the description of the booked Listing to ascertain if the guest qualifies for reimbursement under Checkin Hero.
4.1.1. Document the Issue: the Guest should take photos or videos to evidence the serious Check-In Issue they have encountered.
4.1.2. Contact Truvi: the Guest must contact Truvi’s resolutions team within 24 hours of checking in to the Property and must not have stayed the night. Contact should be made via the designated link found in their Checkin Hero confirmation email.
4.1.3. Submission of evidence: through the designated link, the Guest shall submit for review all relevant evidence, including but not limited to communications between the Host and the Guest regarding the Check-In Issues, photographs or videos documenting the issue, and proof of booking for alternative accommodation.
4.1.4. Review of submission: Truvi’s resolution team will then review the evidence provided by the Guest to, amongst other things:
a) verify the legitimacy of the Check-In Issue;
b) liaise with the Host, as required; and
c) request any missing information, such as further evidence or additional information required.
5.1.1. Inaccessible Listing:
For those Listings which are inaccessible, Truvi may pay up to £/$/€75, or the equivalent currency of the original booking, for each Guest affected per night up to three (3) nights, or until the issue has been resolved, whichever is lower. Truvi will cover a maximum of £/$/€ 1500 or the Total Cost of Booking, whichever is lower.
5.1.2. Listing Failure:
For those Listings which are inaccurately described or have a Listing Failure, Truvi may pay up to £/$/€75, or the equivalent currency of the original booking, for each Guest affected per night for the first three (3) nights, or until the issue has been resolved, whichever is lower. Truvi will cover a maximum of £/$/€ 1500 or the Total Cost of Booking, whichever is lower.
5.2. In cases where a booking involves multiple Guests, we shall require evidence to confirm the presence of the specified number of affected guests. Only affected Guests are eligible to receive reimbursement under the Checkin Hero – any Guests who were part of the Booking but for some reason did not attend the Property will not be deemed eligible.
5.3. If the Guest is deemed ineligible under Checkin Hero for whatever reason (e.g. due to late reporting), no reimbursement will be made.
6.2. The Guest acknowledges and agrees that the decision of the Truvi Adjudication Service is final and binding upon them and constitutes final determination of any Payment due and payable to the Guest in respect of the Booking with Checkin Hero service.
6.3. This does not impact the right of the Host or the Guest to bring independent legal proceedings in respect of a Booking should they wish to challenge the final decision of the Truvi Adjudication Service.
7.2. The Guest acknowledges that abuse of Checkin Hero or any terms relating to it will result in ineligibility to receive reimbursement.
7.3. Any Payment by Truvi in relation to these terms is discretionary and reliant on Truvi’s sole discretion. If we do not remit any Payments, we shall notify the Guest in writing. Our decision to make or not make a Payment is final.
8.2. The unenforceability or invalidity of any clause in these terms shall not have an impact on the enforceability or validity of any other clause.
8.3. Notices under these terms will be in writing and delivered by email. Any notice sent by email will be deemed received eight hours after the email is sent, unless or in the event notification of non-delivery is received.
“Booking” means, a confirmed stay;
“Business Day” means a day other than a Saturday, Sunday or public holiday in England when banks in London are open for business;
“Guest” means both the lead guest who makes a Booking and any accompanying occupants;
“Host” means an accommodation property advertiser who is advertising a Listings on a recognised STR Platform;
“Listing” (also “Property”) means any residential property (including but not limited to campervans, boats, mobile homes, and any other impermanent structures), which a Host has the legal and/or contractual right to offer to Guests and which complies with Home Standards;
“Property” see “Listing” definition;
“Platform” means (or “STR Marketplace”) means a recognised short-term rental platform or marketplace, such as (but not limited to) Airbnb, Booking.com or VRBO, also including www.truvi.com;
“Truvi” means Truvi Technologies Limited and/or any Group Company. Truvi shall also mean truvi.com and any other Truvi branded websites, web pages, mobile websites (collectively, the “Site”), and any mobile applications (the “App”) owned and or operated by Truvi;
“Truvi Adjudication Service” means a mechanism used by Truvi to resolve Checkin Hero related issues between Hosts and Guests;
“Total Cost of Booking” means a collective amount of prepaid, forfeited, non-refundable payments or deposits made towards a booking;
2. Clause, schedule and paragraph headings shall not affect the interpretation of these terms.
3. A reference to a company shall include any company, corporation or other body corporate, wherever and however incorporated or established.
4. Unless the context otherwise requires, words in the singular shall include the plural and in the plural shall include the singular.