Terms of Service

Version 2026-09, effective 9 September 2026

1. Who we are and what these terms cover

1.1 These website terms are issued by Premium SmartStay Home Rental L.L.C, a limited liability company licensed by the Dubai Department of Economy and Tourism under licence 1164028 ("SmartStay", "we", "us" or "our"). Our registered address is Office 301, RNA Resources Building, Al Quoz Third, Dubai, United Arab Emirates. Contact us at legal@smartstay.me.

1.2 These terms govern use of smartstay.me, book.smartstay.me and any other website or online service that expressly links to these terms as its terms of use (the "Website"). They cover browsing, enquiries, submissions and use of our online tools. Please read them before using the Website. If you do not agree, do not use the Website; you may contact us directly about an existing booking or agreement.

1.3 We operate and manage holiday homes and provide related services. We may perform services through companies in our group and authorised service providers. The company identified in your applicable guest, owner or other service agreement is the contracting party for that service. A reference to the group does not make every group company a party to your contract or responsible for another company's obligations.

2. Your booking or owner agreement

2.1 A holiday-home stay is governed by the guest rental agreement supplied for the booking, titled "Holiday Home Guest Check-in Document and Rental Agreement", together with the booking confirmation and the other terms incorporated into that agreement. Those documents govern matters such as acceptance, payment, cancellation, deposits, occupancy, house rules, access, damage, remedies and disputes. Their own provisions determine the priority between them, including the treatment of bookings made through third-party platforms.

2.2 These website terms do not replace or amend an existing guest rental agreement, introduce additional stay charges, or change a confirmed booking's cancellation policy. Review the applicable documents before making a booking or payment. You can request a review copy of the guest rental agreement through your booking contact or at legal@smartstay.me.

2.3 Property management and owner relationships are governed by the signed Property Management Agreement, any applicable addendum and the Owner Standard Terms incorporated into that agreement. Submitting an owner enquiry, requesting an estimate or browsing the Website does not itself appoint us to manage a property or bind either party to a management agreement.

2.4 If these website terms conflict with the agreement governing a particular booking or service, that agreement controls the booking or service. Mandatory law always applies. The Privacy Policy explains personal-data processing; accepting website or booking terms is not, by itself, consent to optional marketing or tracking.

3. Enquiries, prices and confirmation

3.1 An enquiry, availability search, estimated return or automated acknowledgement of a message is not a confirmed booking, guaranteed quotation or acceptance of an instruction. Confirmation and acceptance occur in accordance with the applicable booking or service process and agreement.

3.2 Before confirmation, availability and prices may change. Read the price breakdown, currency, taxes, fees, payment requirements and cancellation terms shown for the specific booking. A headline or indicative price may depend on dates, duration, occupancy and the services selected. Any binding quotation is subject to its stated validity period and terms.

3.3 We may correct errors in Website information. An error does not give us an unrestricted right to increase a confirmed price, cancel an existing booking or avoid a legal obligation. Any correction affecting a confirmed booking will be handled under its agreement, applicable platform rules and mandatory law.

3.4 Photographs, descriptions and amenity information relate to the listing and circumstances stated. Ask us about any feature essential to your decision before booking. Nothing in these terms permits misleading descriptions or removes your rights concerning material information supplied for a booking.

3.5 Estimates of occupancy, rental income or investment performance are estimates based on the assumptions stated, not guarantees. A binding commitment exists only where expressly included in the applicable written agreement.

4. Accurate information and authority

4.1 Provide accurate, complete and current information, and correct material errors promptly. If you act for another person or an organisation, you must have authority to make the enquiry, submit their information or give the relevant instruction. Do not impersonate someone or submit false ownership, identity or payment information.

4.2 A person making a booking or entering an agreement must have the legal capacity and authority required for it and meet any eligibility requirements stated for the service. This Website is not intended for children to make bookings independently.

4.3 We may request information reasonably necessary to verify an enquiry, booking, authority, identity or payment, or to comply with law. Any consequence for an existing booking of incomplete verification is governed by its agreement and applicable rules.

5. Permitted use and security

5.1 You may use the Website to obtain information about our services, make genuine enquiries and manage authorised transactions. Keep any account credentials, guest-portal links, access codes and other confidential information supplied to you secure. Tell us promptly if you suspect their misuse. You are responsible for actions you authorise and for taking reasonable care of access credentials; this does not make you automatically liable for fraud outside your control.

5.2 You must not use the Website to commit fraud or another unlawful act; upload malicious code; attempt unauthorised access; bypass security or access restrictions; disrupt services; harvest personal data; submit abusive, threatening or unlawful material; make sham reservations; or use automated tools to extract or commercially reuse Website content without our written permission, except where applicable law permits it.

5.3 We may restrict Website access where reasonably necessary to address misuse, security, legal requirements or a material breach of these terms. A restriction on Website access does not itself terminate an existing booking or service agreement or remove rights under it. Contact us directly if access is restricted and you need help with an existing transaction.

6. Content and intellectual property

6.1 Website text, photographs, designs, branding and other content belong to us or our licensors, except where identified otherwise. You may view the Website and save or print reasonable copies for your own enquiry, booking or records. You must retain relevant ownership notices and must not misrepresent the source.

6.2 Commercial reproduction, republication, sale, licensing or reuse of our content requires permission unless the law permits the use. You may share an ordinary link to a public page provided it does not imply endorsement, misrepresent our relationship, bypass access controls or present our content as yours. Use of our branding to imply an affiliation requires written permission.

6.3 You retain rights in material you submit. You give us the permission reasonably needed to receive, store, reproduce and use it to answer your enquiry, provide the requested service, administer our relationship and handle relevant complaints or claims. This does not grant a general right to publish private correspondence, identity documents or personal photographs for advertising. Personal data is handled under the Privacy Policy and applicable law.

7. Third-party services and online assistance

7.1 Booking platforms, payment services, maps, communications tools and other third-party services may be used or linked through the Website. Their own terms and privacy information apply to their independent services. A link does not mean we endorse every statement on the linked site or control its availability or security. Our use of a service provider does not remove obligations for which we remain legally responsible.

7.2 Online assistance may include automated or AI-assisted responses. Such responses do not amend an agreement, waive an amount due or authorise a refund unless confirmed through an authorised process or otherwise binding under applicable law. Ask our team to confirm information that is material to a booking or instruction. Nothing in this clause excludes responsibility that cannot lawfully be excluded for information provided on our behalf.

7.3 Use the payment and communication routes identified for your booking. Verify an unexpected request to change bank details, transfer money or disclose sensitive information through a contact route you already know to be ours. Do not send full payment-card photographs, security codes or account passwords through ordinary enquiries or chat.

8. Availability of the Website

8.1 We take reasonable care in operating the Website, but do not promise continuous availability, compatibility with every device, or freedom from every error or harmful third-party act. We may maintain, change or withdraw Website features. Contact us directly if a technical problem prevents you from dealing with an existing booking or agreement.

8.2 You are responsible for your own internet connection, devices and reasonable security precautions. We are not responsible for failures caused solely by systems outside our control, except to the extent the law or your applicable agreement makes us responsible.

9. Responsibility for loss

9.1 Nothing in these terms excludes or limits liability for fraud, fraudulent misrepresentation, gross fault, wilful misconduct, death or personal injury, or any liability, remedy or consumer right that cannot lawfully be excluded or limited. This includes applicable duties concerning personal data, accurate information and the services we provide.

9.2 Where you use the Website for business purposes, and subject to clause 9.1, we are not liable under these website terms for indirect or consequential loss, or loss of profit, revenue, opportunity or business arising from Website use, to the extent that exclusion is lawful.

9.3 Liability concerning accommodation, property management or another contracted service is governed by the applicable agreement and mandatory law. The Website's availability limitations do not reduce obligations under those agreements. These website terms do not impose a separate monetary cap on a guest's or owner's contractual claim.

9.4 We retain any right available under applicable law to recover reasonable, documented loss directly caused by fraudulent, unlawful or deliberate misuse of the Website. This does not create a contractual penalty or make you responsible for loss caused by our own fault, and we will not recover the same loss twice.

10. Changes and interpretation

10.1 We may update these terms by publishing a revised version and effective date. Changes apply prospectively to Website use, subject to any notice or consent required by law. They do not retrospectively amend an existing booking or service agreement. Keep a copy of the documents that apply to your transaction.

10.2 If a provision is unenforceable, it is ineffective only to the extent necessary; the remaining provisions continue where they can operate independently. A delay in exercising a right does not, by itself, waive that right.

11. Law, complaints and contact

11.1 These website terms are governed by the federal laws of the United Arab Emirates and the laws applicable in the Emirate of Dubai. Subject to mandatory jurisdiction and consumer-protection rules, the onshore Dubai Courts have jurisdiction over disputes concerning these website terms. This does not change the dispute provisions of a guest or owner agreement or restrict access to a competent regulator or authority.

11.2 Send Website questions, legal notices or complaints to legal@smartstay.me, including the relevant booking or agreement reference where available. Notices under an existing agreement must follow that agreement's notice provisions.