1. Definitions

"StayWorld Bookings" / "Platform" / "we" / "us"

StayWorld Bookings, the mobile application and associated web services operated under Ugandan law.

"Guest" / "you"

Any registered user of the Platform who initiates, requests, or completes a booking for a property or service listed by a Partner.

"Partner" / "Host"

A registered property owner, manager, or service provider who lists accommodation or services on the Platform.

"Booking"

A confirmed or pending reservation of a listed service or accommodation between a Guest and a Partner, facilitated through StayWorld Bookings.

"Instant Booking"

A booking that is automatically confirmed upon submission without requiring manual approval from the Partner, subject to availability.

"Service Fee"

Any applicable fee charged by StayWorld Bookings for facilitating a transaction, as disclosed at checkout.

"Total Amount"

The sum of the base price, cleaning fee, resort fee, applicable taxes, tourism levies, and any selected add-ons shown before booking confirmation.

2. Who May Book - Eligibility

To make a booking on StayWorld Bookings, you must:

• Be at least 18 years of age. Persons under 18 may only use the Platform under the direct supervision and legal responsibility of a parent or legal guardian who accepts these terms on their behalf.
• Have a valid, active StayWorld Bookings account with a verified email address.
• Have legal capacity to enter into binding agreements under the laws of your country of residence and the Republic of Uganda.
• Not be subject to a current Platform suspension or ban.
• Comply with all applicable export control and sanctions laws, including those of Uganda, the United Nations, and the European Union.

3. Profile Completeness Requirement

To protect Partners and maintain trust and safety on the Platform, all Guests must have a 100% complete profile before making a booking. A complete profile includes:

• Full legal name (first name and last name)
• Gender (Male or Female, as recorded on your profile)
• Date of birth / age
• Current location (city, district, country)
• Profile photo (recommended but not mandatory)

This requirement exists to ensure accountability, build trust between Guests and Partners, and comply with Uganda's Computer Misuse Act 2011 provisions on user identity verification in online commerce.

Any booking submitted via the web booking page with a linked account will be validated against this requirement server-side. Incomplete profiles will be rejected with an opportunity to complete the profile before proceeding.

4. How Bookings Work

4.1 Booking Request

When you submit a booking for a non-instant property, you are making a binding offer to the Partner. The Partner has the right to accept or decline the request within the timeframe specified in the listing (typically 24–48 hours). Until the Partner confirms, no contract is formed between you and the Partner.

4.2 Booking Confirmation

A binding contract between you and the Partner is formed when:

• For instant booking properties: at the moment of successful booking submission.
• For request-based properties: when you receive a written confirmation from the Partner via the Platform.

StayWorld Bookings will send a confirmation email to the address registered on your account (or provided at checkout) containing your booking reference, dates, and applicable terms.

4.3 Booking Reference

Each confirmed booking is assigned a unique Booking Reference (e.g., BK-XXXXXXXX). You must retain this reference for check-in, disputes, and support requests.

4.4 Accuracy of Information

You are solely responsible for the accuracy of all information provided during booking, including dates, guest counts, special requests, and contact details. StayWorld Bookings accepts no liability for losses arising from inaccurate information provided by Guests.

5. Instant Booking

Properties marked with the ⚡ Instant Booking badge are automatically confirmed upon successful submission. By submitting an instant booking:

• You enter into an immediately binding reservation contract with the Partner.
• The cancellation policy of the listing applies from the moment of confirmation.
• You acknowledge that the property's availability was accurate at the time of submission but may in rare circumstances require modification by the Partner. The Partner must notify StayWorld Bookings and you within 2 hours if they cannot honour an instant booking.

In the event a Partner fails to honour a confirmed instant booking, StayWorld Bookings will use reasonable efforts to assist you in finding alternative accommodation. StayWorld Bookings's liability in such cases is limited to the facilitation assistance and any verifiable direct costs, not to exceed the Total Amount paid.

6. Pricing, Fees & Payment

6.1 Price Accuracy

Prices displayed on the Platform are set by Partners and are shown in Ugandan Shillings (UGX) unless otherwise agreed. StayWorld Bookings does not guarantee currency exchange rates for international Guests. The price you see at checkout is the Total Amount you agree to pay.

6.2 Applicable Taxes & Levies

Prices may or may not include applicable Value Added Tax (VAT) at the current Uganda Revenue Authority rate (currently 18% VAT per the Value Added Tax Act, Cap. 349, Laws of Uganda), tourism levies, or local government taxes. The checkout screen will specify which taxes are included. If taxes are not included in the displayed price, they may be collected by the Partner at check-in.

6.3 Payment

Payments are currently processed through mobile money (MTN MoMo, Airtel Money) or other payment methods available at checkout. By providing payment information, you represent that:

• You are authorised to use the payment method presented.
• The payment information you provide is accurate and complete.
• You will not attempt to circumvent payment obligations through chargebacks without first exhausting the dispute process described in Section 10.

6.4 Payment to Partners

StayWorld Bookings facilitates booking transactions. Payment arrangements (advance payment, deposit, or pay at property) are as specified at the time of booking. Where deposits are required, they are non-refundable except as expressly stated in the cancellation policy.

6.5 Currency Fluctuation

StayWorld Bookings is not responsible for losses arising from exchange rate fluctuations between booking and payment, or between payment and refund.

7. Cancellations & Refunds

7.1 Cancellation Policy Types

• Flexible: Full refund if cancelled at least 24 hours before check-in. No refund within 24 hours.
• Moderate: Full refund if cancelled at least 48 hours before check-in. No refund within 48 hours.
• Strict: 50% refund if cancelled 72+ hours before check-in. No refund within 72 hours.
• Non-Refundable: No refund under any circumstance once the booking is confirmed.
• Long-Term: First 30 days of stay are non-refundable. Remaining nights refundable if cancelled 30+ days in advance.

7.2 How to Cancel

Cancellations must be submitted through the StayWorld Bookings app or the booking management page at stayworld-bookings.web.app/manage-booking. Verbal or informal cancellations are not accepted.

7.3 Refund Processing

Where a refund is due, it will be processed within 5–14 business days depending on your payment provider. International refunds may take up to 21 days. Refunds are issued in the original payment currency. StayWorld Bookings is not responsible for bank fees deducted during refund processing.

7.4 Force Majeure

In the event of extraordinary circumstances beyond reasonable control - including but not limited to natural disasters, declared states of emergency by the Government of Uganda, pandemic-related travel restrictions, or armed conflict - StayWorld Bookings may, at its sole discretion, enable a temporary extenuating-circumstances waiver that overrides the standard cancellation policy. StayWorld Bookings's decision on such waivers is final.

7.5 No-Show Policy

If you fail to check in on the confirmed date without prior cancellation, you will be marked as a no-show. The Partner's no-show policy (as stated in the listing) will apply. No-shows are generally treated as non-refundable regardless of the cancellation policy.

7.6 Partner-Initiated Cancellations

If a Partner cancels a confirmed booking, StayWorld Bookings will:

• Notify you immediately via email and in-app notification.
• Process a full refund of any amounts paid, including deposits, within 5 business days.
• Use reasonable efforts to assist in finding alternative accommodation.

StayWorld Bookings's liability for Partner-initiated cancellations is limited to refund facilitation and direct costs actually paid to StayWorld Bookings. Consequential losses (e.g., non-refundable flights) are not covered by StayWorld Bookings.

8. Guest Conduct & House Rules

By making a booking, you agree to:

• Comply with all house rules specified by the Partner in the listing.
• Treat the property and its contents with reasonable care and respect.
• Not exceed the maximum number of guests specified in the booking.
• Not use the property for any illegal purpose, including but not limited to activities prohibited under the Penal Code Act, Cap. 120, Laws of Uganda, or any other applicable law.
• Respect quiet hours and neighbour rights as stipulated by the Partner.
• Not engage in harassment, intimidation, or abusive behaviour toward Partners, their staff, or other guests.
• Check out by the specified time. Late check-out without prior written agreement from the Partner may incur additional charges.

Violation of house rules may result in immediate eviction by the Partner, forfeiture of the booking amount, and suspension of your StayWorld Bookings account.

9. Damage & Liability

9.1 Guest Liability for Damage

You are financially responsible for any damage caused to a property or its contents during your stay, including damage caused by other guests or persons you invited to the property. Damage liability extends to:

• Physical damage beyond normal wear and tear.
• Theft of property items.
• Damage caused by smoking in a non-smoking property.
• Bringing animals to a no-pet property.

9.2 Damage Reporting

Partners must report and document any damage claim through the StayWorld Bookings platform within 72 hours of Guest check-out. StayWorld Bookings will facilitate the dispute process but does not guarantee recovery of damage costs from Guests. Partners and Guests are encouraged to carry their own insurance.

9.3 Security Deposits

Where a security deposit is required, it is held and managed per the terms agreed at checkout. Disputes over deposit deductions are handled through the StayWorld Bookings dispute process (Section 10).

10. Disputes Between Guests & Partners

10.1 Good-Faith Resolution

In the event of a dispute between you and a Partner, you agree to first attempt to resolve the matter directly through the StayWorld Bookings in-app messaging system in good faith for a minimum of 48 hours before escalating to StayWorld Bookings.

10.2 StayWorld Bookings Mediation

If direct resolution fails, either party may submit a formal dispute to StayWorld Bookings via support@stayworld.app or contact-support. StayWorld Bookings will review the evidence provided by both parties and issue a non-binding determination within 10 business days.

10.3 Scope of StayWorld Bookings's Role

StayWorld Bookings acts as a marketplace intermediary and not as a party to the booking contract between Guests and Partners. Our determinations in disputes are made in good faith and are advisory in nature. For legally binding resolution, parties may seek recourse through the courts of Uganda or through arbitration as specified in Section 15.

11. Platform Liability Limitations

To the maximum extent permitted by the Consumer Protection Guidelines (Uganda) and applicable international law:

• StayWorld Bookings is a technology platform connecting Guests and Partners. We do not own, operate, manage, or control any listed property.
• StayWorld Bookings is not liable for the accuracy, completeness, or quality of listing information provided by Partners.
• StayWorld Bookings is not responsible for personal injury, property damage, illness, death, or any loss arising from your stay at a Partner property, except to the extent caused directly by StayWorld Bookings's own gross negligence or wilful misconduct.
• StayWorld Bookings's total aggregate liability to any Guest in connection with any booking shall not exceed the Total Amount paid for that specific booking.
• StayWorld Bookings shall not be liable for indirect, incidental, punitive, or consequential damages, including but not limited to loss of profits, loss of data, or loss of goodwill.

12. Data & Privacy

StayWorld Bookings collects and processes your personal data (including name, gender, contact details, and booking history) in accordance with our Privacy Policy and the Data Protection and Privacy Act 2019, Laws of Uganda.

By making a booking, you consent to StayWorld Bookings sharing necessary booking details (your name, contact information, check-in dates, and guest count) with the relevant Partner for the sole purpose of facilitating your stay. Partners are bound by StayWorld Bookings's Partner agreement to handle your data lawfully and confidentially.

13. Prohibited Activities

The following activities are strictly prohibited and may result in immediate account termination and referral to law enforcement:

• Using the Platform for money laundering, fraud, or any violation of Uganda's Anti-Money Laundering Act 2013.
• Making fraudulent bookings or providing false identity information.
• Threatening, harassing, or discriminating against Partners or their staff on the basis of race, ethnicity, religion, gender, disability, or any other protected characteristic under Uganda's Equal Opportunities Commission Act 2007.
• Using a property for any illegal purpose, including commercial sex work, drug trafficking, or unlicensed commercial activities.
• Hosting events or parties beyond the approved guest count without explicit prior written consent from the Partner.
• Scraping, reverse engineering, or misusing the StayWorld Bookings platform or its data.
• Attempting to circumvent payment obligations or initiating fraudulent chargebacks.

14. Account Suspension & Termination

StayWorld Bookings reserves the right to suspend or permanently terminate your account, without prior notice where necessary to prevent harm, if you:

• Violate this Policy, the Terms of Service, or any applicable law.
• Engage in fraudulent, abusive, or threatening conduct toward Partners or StayWorld Bookings staff.
• Accumulate verified negative reviews indicating a pattern of disrespect for house rules or property.
• Fail to pay amounts lawfully owed to Partners following a confirmed booking.

Account termination does not extinguish any existing financial obligations arising from confirmed bookings.

15. Contact & Complaints

If you have questions, concerns, or complaints regarding a booking or this Policy, please contact us through any of the following channels:

StayWorld Bookings reserves the right to amend this Policy at any time. Material changes will be notified to registered users via email and in-app notification at least 14 days before the change takes effect. Continued use of the Platform after the effective date constitutes acceptance of the updated Policy.