Terms of service for guests

Vacantrix is the website vacantrix.com and the related services. The operator is Vacantrix Digital LLC, Wyoming, USA (the "Service", "we").

The Service is an information intermediary: we publish listings created by property owners, show them to guests and pass your request to the owner. We do not own or manage any property, we do not provide accommodation services, and we are not a landlord, tour operator, travel agent, carrier, guide or insurer.

This document is a public offer. By ticking the consent box when you send a request you accept it in full. If you disagree with any clause, do not send a request.

The rental agreement is concluded directly between you and the owner of the property. The Service is not, and does not become, a party to that agreement — and this is true even where the request, the messages, the confirmation, the invoice and the reminders all passed through the Service. Owners are not our employees, representatives, agents, contractors or joint venture partners.

You may use the Service if you are at least 18 years old and have the legal capacity to enter into a rental agreement.

We: publish the listings and prices provided by the owner; accept your request and pass it to the owner; hold the selected dates while the owner replies; provide messaging with the owner before a booking; notify you of confirmation or refusal; respond to your enquiries.

We do not: take payment for the stay; hold or refund money; take or hold a security deposit; guarantee any refund; act as arbitrator in a dispute about the quality of the property or about damage; answer for the owner's acts or for the condition of the property.

Owner verification is limited. We collect identity documents and documents evidencing the owner's rights to the property, and we cross-check the information provided. The "verified" mark means that and nothing more. It is not a confirmation that renting the property is lawful, that the property is safe, that it matches the description and photographs, that the owner holds the required licences and permits, or that the owner acts in good faith. Verification is carried out in the interest of the Service and creates no guarantee in your favour.

How listings are ranked. By default results are sorted by: match with your dates, number of guests and filters; then by completeness and freshness of the listing, owner verification status, guest ratings and the owner's response speed. There is no paid placement in the results. If it is introduced, such listings will be labelled.

We aim to keep the Service running without interruption, but we do not guarantee uninterrupted or error-free operation: maintenance, failures and downtime are possible.

You pay the owner directly — by transfer to the owner's account, in cash on arrival, or by another method stated by the owner. Payment for the stay, the prepayment and the deposit do not pass through the Service; we do not receive, hold or refund them.

The payment schedule, the amount of the prepayment, the balance and the deposit, and the refund terms are set by the owner. They are stated in the listing and in the booking confirmation email. Payment documents and receipts are issued by the owner.

There is no guest service fee.

A request to transfer money to "Vacantrix", to a staff member personally, to a private card unrelated to the listing, or in cryptocurrency is a sign of fraud. Do not pay and tell us at booking@vacantrix.com.

A request is not yet a booking. A booking exists once the owner has confirmed the request and you have received the confirmation.

After a request is sent, the selected dates are held for 24 hours while the owner replies. If there is no reply, the hold is released.

The contact details of the owner and the guest are disclosed to each other after the booking is confirmed. Before that, exchanging phone numbers, email addresses and messenger links through the Service's messaging is not allowed.

You are responsible for the accuracy of the data in your request: name, dates, number of guests, contacts. You are responsible for your own acts and omissions and for the acts of everyone staying with you, including minors and invited guests.

You undertake to observe the house rules stated in the listing, the laws of Thailand and immigration requirements, and to give the owner your passport details for the immigration notification (form TM.30) — this is the owner's statutory duty and it cannot be performed without your data.

The number of people staying may not exceed the number in the booking. Subletting, parties, commercial use of the property and admitting third parties without the owner's consent are not allowed.

Cancellation and date-change terms are set by the owner and stated in the listing. They are applied by the owner, not by the Service.

If the owner cancels a confirmed booking, settlement takes place between you and the owner under those terms. We may help you find a replacement and contact the owner, but we are not obliged to do so, we do not refund money on the owner's behalf and we do not compensate your costs.

Neither you, nor the owner, nor the Service is liable for non-performance caused by force majeure: natural disasters, epidemics, acts of public authorities, border closures, flight cancellations, communication and power outages.

The deposit is taken and returned by the owner. A dispute about the amount of damage, retention of the deposit, the condition of the property or the quality of cleaning is a dispute between you and the owner. The Service has no obligation to review or resolve such a dispute and assumes no obligation as to its outcome.

Any claim relating to the property, the stay, safety, or injury and property damage is to be brought against the owner.

You may complain to us about an owner or a listing through the contact form or by writing to booking@vacantrix.com. We acknowledge receipt within 3 business days and inform you of the outcome within 30 calendar days. As a result we may request an explanation from the owner, require the listing to be corrected, hide the property or block the owner. This procedure does not include compensation of your losses.

A review may be left only by a guest with a completed booking, after the check-out date and within 180 days of it. There are no unsolicited reviews on the site.

We do not write or edit reviews on behalf of users and we do not change ratings. We may decline to publish or may remove a review that contains insults, third parties' personal data, advertising, links to other platforms, knowingly false statements, or matter unrelated to the stay.

Reviews are translated into other languages automatically and the original is available on the page. We are not responsible for the accuracy of machine translation.

Texts, photographs, prices, rules and cancellation terms are prepared by the owner, who is solely responsible for their accuracy and for keeping them up to date. We assume no obligation to verify listing content, the accuracy of the stated location, or whether the photographs reflect reality.

We endeavour to reproduce the owner's photographs accurately, but processing, compression and differences between screens cause deviations in colour, sharpness and framing. The Service bears no responsibility for such deviations.

The Service's materials are protected by law. Copying the listing database, automated data collection, circumventing technical restrictions and using the Service for bulk messaging are prohibited.

We process your data in accordance with our Privacy Policy. Depending on where you are, you may have rights under the privacy laws of a US state (for example, the CCPA in California) or under international regulations (for example, the PDPA in Thailand).

To handle your request we pass to the owner your name, contacts, dates and party composition. After that transfer the owner uses the data independently and answers for it as a separate data controller — we neither control nor answer for the owner's actions.

Part of the processing takes place outside Thailand: email, messengers, hosting, automatic translation. By sending a request you consent to such cross-border transfer to the extent necessary for the Service to operate.

The Service is provided "as is". We make no warranties, express or implied, as to the availability of the Service or as to the legality, safety, quality, suitability, performance or conduct of any owner, guest, listing, property or third party. You assume the risk arising out of your choice of accommodation and your stay in it.

The Service is not liable for: the acts and omissions of the owner; the condition, safety and legality of the property; injury, death or damage to property; cancellation of a booking or refusal of check-in; money not received or not refunded; the property failing to meet your expectations; interruptions of electricity, water and internet; weather and natural events; transport problems and the acts of third parties.

The Service does not in any circumstances compensate indirect losses: lost profit, the cost of flights, transfers and other related expenses, the value of a spoiled holiday, moral damage, loss of data, business opportunities or goodwill.

Send requests without intending to book, give other people's data, or use the Service for fraud.

Arrange payment with the owner outside the terms of the listing: such arrangements leave you without the Service's support.

Insult owners or staff, make threats, spread knowingly false statements, or manipulate reviews.

Collect data automatically, copy listings, or place an excessive load on the Service.

In the event of a breach we may restrict access to the Service and decline requests without giving reasons.

A dispute about the stay is a dispute with the owner. Any claim related to the booking, the payment, the prepayment, the balance, the deposit and its return, cancellation and refunds, check-in and check-out, the condition, safety and legality of the property, the quality of the stay and the owner's conduct is brought against the owner — the person who received the payment and confirmed the booking. The owner is your counterparty under the rental agreement (clause 1.4).

The Service takes no part in such a dispute. The Service is not a party to the rental agreement, is not liable for the owner's obligations, does not act as arbitrator, mediator, guarantor or surety, does not consider the merits of a dispute, does not establish fault, does not award or pay compensation, does not hold money as security for claims, and is not a defendant, co-defendant or third party in claims arising out of the stay. Joining the Service to such a dispute creates no obligations towards you beyond those expressly set out in section 10.

The owner's details, so that the claim has an addressee. Upon a written request to booking@vacantrix.com we tell the guest of the booking, within 10 working days, the owner's details available to us: name or company name, contact details and, where available, details from the documents confirming the owner's rights to the property. The scope of the details is limited by applicable data protection law.

What the Service does instead of a dispute. A complaint about an owner or a listing is handled in the manner and within the time limits of clause 6.3. At the request of a court, the police or another competent authority, and upon a reasoned request of a party to the dispute, we provide the records of the booking itself: the listing text as of the date of the request, the correspondence held in the Service, the confirmation and the invoice. Providing such records does not make the Service a party to the dispute.

Claims against the Service itself — about the operation of the site, the transmission of a request, the processing of personal data and any other claims — follow a pre-action claim procedure. The claim is sent by email to booking@vacantrix.com and must state your name and contacts, the booking or request number, a description of the circumstances, the specific remedy sought and supporting documents. We reply within 15 calendar days and consider the claim within no more than 60 calendar days from receipt; for that period the limitation period is suspended and the dispute is not referred to court before it expires. The Service's liability for such claims is limited by section 10.

This offer is governed by the law of the United States. A claim against the Service that is not resolved through the claim procedure is heard by the courts of the United States at the location of the Service, unless mandatory consumer protection rules of your country provide otherwise. The choice of law and forum in this clause concerns the relationship with the Service only: the law and the forum for a dispute with the owner are determined by your agreement with the owner and by the law of the place where the property is located.

Each claim is considered individually. The claims of different users are not consolidated into one proceeding, to the extent permitted by applicable law.

If any provision of this offer is held invalid, the remaining provisions remain in force and the invalid provision is replaced by the closest permissible one in meaning.

We may amend this offer. A new version is published on this page with its version date; we announce material changes at least 15 calendar days before they take effect.

Earlier versions are retained. The version in force at the moment your request was sent applies to that request: its number is recorded together with your consent, the time, your IP address and device data.