General Terms and Conditions

PRIVACY NOTICES

1. SCOPE OF APPLICATION & CONTRACTUAL PARTNERS

1. These General Terms and Conditions ("GTC") apply to all contracts relating to the use of the website, participation in the membership programme and the rental of apartments for accommodation, which are concluded between Limehome GmbH, Rosenheimer Straße 143 a-d, 81671 Munich, including all affiliated companies listed in Section 1.2 ("Limehome") and a customer ("Guest") (collectively "Parties"), as well as for all other services and deliveries provided by Limehome.

These General Terms and Conditions apply exclusively. The Guest's terms and conditions shall only apply, regardless of their respective content, if this has been expressly agreed in advance and at least in text form.

2. The following are affiliated companies of Limehome:

Limehome Germany GmbH

Peter & Peter Boarding House Mitte GmbH

Limehome Spain SL

Limehome Hungary K.F.T.

Limehome Italy S.R.L.

Limehome Portugal Unipessoal L.D.A.

Limehome International GmbH

Limehome Greece Single Member P.C.

Secure Stays Limited

Limehome Switzerland AG

Limehome Czech Republic s.r.o.

Limehome Hospitality UK Ltd.

Limehome Belgium BV

Limehome France SAS

Hello Actividades Turísticas e Hoteleiras S.A.

2. CONCLUSION OF THE CONTRACT

1. By making a reservation, the guest offers to conclude an accommodation contract. If the booked apartment is available, the guest will receive a reservation confirmation from Limehome. By accepting the reservation made by the guest, an accommodation contract is concluded between Limehome and the guest.

2. Offers from Limehome regarding available apartments are subject to change and non-binding. Limehome may refuse to conclude an accommodation contract at its own discretion.

3. There is no entitlement to accommodation services in a specific apartment. Limehome reserves the right to define industry-standard restrictions such as minimum stays, booking guarantees or deposits for specific dates.

3. CANCELLATION, NON-USE OF SERVICES (NO SHOW)

1. A guaranteed reservation is confirmed once payment has been received from the guest. A guaranteed reservation can be cancelled by the guest in accordance with the cancellation policy stated at the time of booking, quoting the reservation number , unless the guest has made a booking without a cancellation option. After the cancellation deadlines have expired, cancellation is no longer possible and Limehome retains the right to the agreed remuneration.

2. If the guest cancels the booking or does not show up in accordance with this provision, Limehome is entitled to reallocate the unused apartment. If the guest has not checked in via the Limehome website by 11 a.m. on the day following the arrival date ("no show"), Limehome will automatically cancel the reservation for the entire booking period.

3. In the case of guaranteed reservations for several days, all subsequent nights from and including the second night will be cancelled in the event of a no-show, and Limehome retains the right to the agreed remuneration.

4. Limehome reserves the right to cancel simple reservations, i.e. reservations for which no payment has yet been received from the guest, at any time if the guest has not fulfilled their payment obligation within the specified period even after being requested to do so by Limehome. The same applies to bookings that can be cancelled free of charge and for which the cancellation period has expired, provided that no payment has been made by the guest at this point in time. In this case, Limehome is entitled to rent the reserved apartment to another party. Furthermore, Limehome is entitled to charge the guest the booking price.

5. For reservations received after 1 p.m. on the day of arrival, the guest has one hour to make the payment in accordance with Section 5.

6. For bookings not made directly through the Limehome website, the cancellation policy of the respective third-party provider applies. All changes and cancellations of bookings must be made through the original booking page.

4. ACCOMMODATION PRICES & OTHER PRICES

1. The prices stated by Limehome at the time of conclusion of the contract apply. The applicable prices are gross total prices and include all statutory taxes, fees and charges. Local charges that are payable by the guest in accordance with the respective municipal law, such as visitor's tax, are not included and will be charged separately.

2. In the event of changes to tax, fee and levy rates, as well as the effective imposition of new taxes, fees and levies previously unknown to the parties, Limehome reserves the right to adjust prices accordingly. In the case of contracts with consumers, this only applies if the period between the conclusion of the contract (booking confirmation) and the contract adjustment exceeds four months.

5. TERMS OF PAYMENT & INVOICE

1. The price of the entire accommodation service booked must always be paid in advance by the guest.

2. Offsetting by the guest is excluded, unless the offsetting relates to an undisputed or legally established claim.

3. Valid payment methods are MasterCard, Visa Card, American Express, GiroPay, Sofortüberweisung – cash payments are excluded.

4. Limehome reserves the right to charge the outstanding amounts to the payment methods provided for any additional fees incurred subsequently due to the use of additional services or violations of the General Terms and Conditions.

5. The guest agrees that invoices will normally always be made available for download or by email. If the guest wishes to receive invoices by post, delivery times may be longer due to home office regulations and organisational reasons. Limehome also reserves the right to comply with requests for a company stamp or signature on the invoice for the reasons stated above.

6. USE OF RESERVED APARTMENTS

1. A reserved apartment is available to the guest from 3 p.m. on the day of arrival until 11 a.m. on the day of departure.

2. Unless otherwise agreed, the keys and, if applicable, code cards provided must be handed over to Limehome or a third party designated by the accommodation provider on the agreed departure date or, if agreed, left in the apartment. If a key or key card provided is lost or not returned upon departure, a fee of EUR 40.00 will be charged. Limehome remains entitled to demand compensation from the guest for any damage incurred as a result, insofar as this exceeds the amount of EUR 40.00. This includes the costs of replacing the affected locking system, insofar as this is necessary for security reasons.

3. Upon request and subject to availability, a late check-out may be arranged with Limehome in advance. If Limehome agrees to a late check-out, Limehome is entitled to charge EUR 10.00 per hour or part thereof for the additional use of the apartment. For departures after 2 p.m., the full daily rate for the apartment will be charged. There is no contractual entitlement to a late check-out.

4. Upon request and subject to availability, an earlier arrival (early check-in) can be arranged with Limehome in advance. If Limehome agrees to an early check-in, Limehome is entitled to charge EUR 10.00 per hour or part thereof for the additional use of the apartment. There is no contractual entitlement to an early check-in.

7. RESALE

1. The resale/rental and/or subletting of booked apartments is prohibited. In particular, the subletting of apartments and/or apartment quotas to third parties at prices higher than the actual apartment prices is not permitted. The assignment or sale of claims against Limehome is also not permitted. In such cases, Limehome is entitled to cancel the booking, in particular if the guest has made false statements to the third party regarding the type of booking or payment when assigning/selling the booking.

2. Use of the apartment for any purpose other than accommodation, in particular any commercial use by the guest, e.g. for prostitution and other illegal services and activities, is expressly prohibited.

8. LIABILITY OF LIMEHOME

1. Limehome shall be liable without limitation for damages for which it is responsible resulting from injury to life, limb or health. Furthermore, Limehome shall be liable for other damages resulting from an intentional or grossly negligent breach of duty by Limehome. In the case of simple negligence, Limehome shall only be liable to a limited extent for foreseeable damage typical for this type of contract, provided that a duty has been breached whose fulfilment is essential for the proper execution of the contract and on whose compliance you as a guest can regularly rely (cardinal duty). A breach of duty by Limehome is equivalent to a breach of duty by its legal representatives, employees or vicarious agents. Further claims for damages are excluded, unless otherwise stipulated in these General Terms and Conditions.

2. Should disruptions or defects occur in the services provided by Limehome, Limehome shall endeavour to remedy the situation upon becoming aware of it or upon immediate notification by the guest. The guest is obliged to contribute to the extent reasonable to remedy the disruption and minimise any possible damage. Furthermore, the guest is obliged to inform Limehome in good time of the possibility of exceptionally high damage occurring.

3. Limehome is liable for items brought into the apartment in accordance with the statutory provisions. The claim expires if the guest does not notify Limehome immediately after becoming aware of the loss, destruction or damage to the item brought into the apartment, unless this delayed notification has no effect on the clarification of the facts. If the guest wishes to bring money, securities and valuables with a value of more than EUR 800.00 or other items with a value of more than EUR 3,500.00 into the apartment, this requires a separate written agreement with Limehome.

4. All claims against Limehome shall generally become time-barred within one year of the start of the statutory limitation period. This shall not apply to claims for damages or other claims arising from injury to life, limb or health and/or due to grossly negligent or intentional breach of duty by Limehome, as well as in the event of breaches of a cardinal obligation within the meaning of Section 8, Paragraph 1.

5. Limehome accepts no liability for lost property. This does not apply to liability due to intentional or grossly negligent breaches of duty by Limehome. Lost property will only be returned on request for a fee and a processing charge of EUR 10.00. Limehome undertakes to store lost property for a period of six months.

9. SECURITY DEPOSIT

1. To secure all claims by Limehome against the guest arising from the accommodation contract, the guest shall provide the following security deposit before taking possession of the apartment:

- In the case of an agreed handover period of less than three months, a security deposit of EUR 200.00.

- In the case of an agreed rental period of three to six months, a security deposit in the amount of one month's rent.

- In the case of an agreed rental period of less than three months, Limehome may pre-authorise the guest's payment card to cover the security deposit. If the security deposit is not paid by the time the apartment is handed over, the guest shall have no claim to the handover of the apartment. If Limehome has nevertheless handed over the apartment to the guest, Limehome shall be entitled to terminate the accommodation contract without notice if the security deposit is not paid within a reasonable grace period set by Limehome.

- Limehome is obliged to settle the deposit within one month of the termination of the accommodation contract.

10. CUSTOMER DATA

1. In order to ensure communication with the guest, Limehome is required to collect the guest's email address and telephone number. To verify the guest's identity, Limehome is entitled, within the legal framework, to request a valid identification document (for domestic guests, an identity card or passport; for foreign guests, a passport) and valid credit card details digitally at check-in.

2. If the identity of a guest cannot be verified beyond doubt due to missing or incorrect documents, Limehome is entitled to cancel the booking.

3. To prevent fraudulent bookings, Limehome uses software solutions that use the requested data (email address, residential address, telephone number, credit card, etc.) to determine a so-called "fraud prevention score" for each guest and identify fraudulent bookings. If the software detects such a booking, Limehome reserves the right to cancel the booking.

11. TERMINATION OF THE ACCOMMODATION CONTRACT

1. Limehome is entitled to terminate the accommodation contract for good cause. Good cause shall be deemed to exist in particular if (i) force majeure or other circumstances beyond Limehome's control make it impossible to fulfil the contract, (ii) apartments are booked culpably under misleading or false information or by concealing essential facts; essential facts may include, but are not limited to, the identity of the guest, their solvency or the purpose of their stay, (iii) Limehome has reasonable grounds to believe that the use of the service may jeopardise the smooth running of the business, the safety or the public reputation of Limehome and its locations, without this being attributable to Limehome's sphere of control or organisation; (iv) the purpose or reason for the stay is unlawful; or (v) in the event of unauthorised resale/subletting and/or referral (see Section 7).

2. Limehome must inform the guest immediately of the exercise of the right of termination.

3. In the event of justified termination by Limehome, the guest shall not be entitled to claim damages.

12. VOUCHERS

1. A voucher purchased from Limehome can only be redeemed for services provided by Limehome. If there is a remaining balance after payment with the voucher, this balance will remain and can be used for further bookings. Vouchers cannot be returned, are not resalable or transferable, and cannot be exchanged for cash. The person ordering the voucher is responsible for providing the correct details (in particular the email address) to which the voucher and invoice are to be sent.

2. Cancellation policy: Declarations regarding vouchers can be revoked within 14 days without giving reasons in any form (letter, fax, email) or, if the voucher is provided before the deadline expires, by returning the voucher. The period begins upon receipt of this instruction in writing, but not before the recipient has received the voucher. To comply with the cancellation period, it is sufficient to send the cancellation or the voucher in good time. The cancellation must be sent to support@limehome.com, keyword: voucher.

13. NO SMOKING IN THE APARTMENT

1. Limehome apartments are non-smoking apartments. Smoking is therefore prohibited in the communal areas, in the apartments and on the balconies and/or terraces. In the event of a violation, Limehome has the right to demand an amount of EUR 200.00 from the guest as compensation for the additional cleaning costs incurred, including any loss of revenue resulting from the inability to rent the apartment. This compensation amount shall be higher if Limehome can prove that the damage was greater.

2. It is prohibited to tamper with or block emergency exits, fire extinguishers or the fire alarm. Violations will result in a penalty fee of EUR 150.00.

14. NO PARTIES IN THE APARTMENT

1. Parties are not permitted in Limehome apartments.

2. In the event of a violation, Limehome has the right to demand compensation from the guest in the amount of EUR 500.00 for the additional cleaning costs incurred, including any loss of revenue resulting from the inability to rent the apartment. This compensation amount shall be higher if Limehome can prove that the damage was greater.

15. DAMAGE OR THEFT

In the event of damage exceeding normal wear and tear or theft, Limehome shall be entitled to charge the guest for the damage as well as the separate costs of repairing the damage, including any loss of revenue resulting from the inability to rent out the apartment.

16. PETS

Pets are not permitted. However, guide dogs, hearing dogs and other comparable service dogs are exempt from this rule. These may be brought along free of charge at any time upon presentation of proof.

17. MAINTENANCE

1. The guest undertakes to treat the apartment, the furnishings and the rooms, facilities and equipment intended for communal use with care and to ensure proper ventilation and heating.

2. The guest also undertakes to check the furnishings for completeness and suitability for use when moving into the apartment and to report any complaints to Limehome immediately.

3. The guest is liable for all damage to the apartment, furnishings and rooms, facilities and equipment intended for shared use that he or his visitors have culpably caused through use contrary to the contract and which cannot be attributed to normal wear and tear. The guest must immediately report any damage to the apartment to Limehome.

4. The apartment is cleaned weekly by Limehome. The guest shall grant the service provider commissioned by Limehome access to the apartment if necessary.

18. GROUP BOOKINGS/CONTINGENCY AGREEMENTS/EVENT TIMES

1. For group bookings of more than five apartments and block booking agreements, separate payment and cancellation terms may apply, as specified in the relevant agreements.

2. Different cancellation periods may apply to bookings during event and trade fair periods. These will be indicated during the booking process and on the booking confirmation.

19. INTERNET USE

1. Limehome provides guests with internet access within the scope of existing technical and operational possibilities. Disruptions, for example due to force majeure, maintenance measures or similar, cannot be ruled out.

2. The guest may not misuse the internet connection. Misuse includes, in particular, the following cases: downloading and distributing copyright-protected content via peer-to-peer sharing platforms, illegal streaming services, and posting, accessing or transmitting content that is relevant under criminal law (in particular Sections 130, 130a, 131 and 184 of the German Criminal Code (StGB)). The guest is obliged to observe the copyrights, patents, names, trademarks and personal rights of third parties when using the internet. Upon first request, the guest shall indemnify Limehome against all claims and demands for damages by third parties, as well as against the costs of legal defence in a reasonable amount, which have been caused by the illegal use of the provided internet connection by the guest or by third parties with the guest's knowledge. This indemnification claim covers in particular claims arising from the infringement of copyrights, patents, names, trademarks and personal rights, as well as violations of data protection laws.

3. The guest is prohibited from passing on the access data for the internet connection to third parties. In the event of a violation, the guest shall be liable to Limehome for all damages caused by the disclosure of the access data.

4. Furthermore, Limehome reserves the right to block the guest's Internet connection in the event of legal violations.

20. CHATBOT

1. We offer a chatbot for users of the website to answer general enquiries and assist with bookings or changes. This service is provided in collaboration with OpenAI Ireland Ltd. and serves to improve your customer experience by processing your enquiries more quickly and efficiently.

2. The chatbot is designed to provide information and support to improve your customer experience. Despite our efforts to ensure accuracy, the answers provided by the chatbot are for informational purposes only and are not legally binding. Limehome therefore makes no guarantees, representations, warranties or other statements regarding the validity, accuracy, reliability and completeness of the content or advice or dialogue content, or regarding the availability or accessibility of the advice offered. Legally binding performance commitments or other legally binding statements in connection with the use of the chatbot are excluded. A distortion of the original content, e.g. due to technical errors during data transmission, cannot be ruled out.

3. The entry or other provision of false, illegal, criminal, abusive, vulgar, defamatory, inflammatory, threatening, offensive, harmful to minors, discriminatory, racist or other content that violates the rights of other persons is prohibited within the scope of use. Users may not use the chat for irrelevant content.

4. The use of the chatbot may involve the collection and processing of personal data. In this case, the processing of personal data is carried out in accordance with our privacy policy.

21. DATA PROTECTION

The data protection provisions can be viewed at: https://www.limehome.com/en/privacy-policy/.

22. LIMEHOME MEMBERSHIP

22.1 Membership in the loyalty programme

1. Eligibility

1.1 Persons eligible for membership are natural persons who:

- have the legal authority to agree to the programme terms and conditions,

- are not already members of the programme,

- have not previously been terminated from the programme,

- are resident in a country where the membership programme is offered.

1.2 The member's registered primary residence is considered their place of residence. Personal and residential details must be accurate and truthful and can be verified upon request.

1.3 There is no legal entitlement to membership. The operator may refuse admission to the membership programme without giving reasons.

2. Start of membership

Membership in the loyalty programme begins after the guest has registered via the website and their account has been created. "Member" refers to a guest participating in the loyalty programme.

3. Communication during membership

3.1 All important updates to the membership programme will be sent to the member's registered email address. Notifications sent to the member's email address are deemed to have been received one working day after dispatch. Members must keep their email address up to date. Limehome accepts no responsibility for misdirected or lost emails and their consequences.

3.2 Limehome may send informative or promotional communications to the member, depending on their specified communication preferences.

3.3 If a member contacts Limehome, Limehome may ask the member to answer security questions to confirm their identity.

4. Membership account

The use of the membership account enables, in particular:

- viewing and changing the contact details stored;

- adding, viewing and changing the billing address;

- adding, viewing and changing payment details;

- viewing bookings and reservations; and

- viewing your booking history and, if necessary, changing current bookings.

Members are obliged to keep their personal data (name, email address, postal address, other information relevant to a booking) up to date at all times and to enter any changes in their membership account. Online availability may be interrupted for reasonable periods of time for maintenance or further development purposes.

5. Advantages of the membership programme

When booking directly online via the membership account, the member receives a 15% discount on their booking. The discount is credited to them immediately during the payment process for the respective booking.

22.2 Changes to the conditions of participation and membership benefits

1. Changes to the conditions of participation

These terms and conditions of participation may be changed in whole or in part by Limehome at any time. In the event of such changes, the interests of the member will be taken into account appropriately. If changes significantly affect the rights and obligations of the member, members will be informed of this by email before the changes come into effect and may object within a reasonable period of time. In addition, it is possible to terminate membership at any time in accordance with Section 22.3.1.1. If participation in the membership programme continues without objection after the changes have come into effect, this means that the member agrees to the new terms and conditions of participation. If a member objects to the change within the specified period, their participation may be terminated by Limehome in accordance with Section 22.3.1.2.

2. Changes to membership benefits

It is expressly clarified that the benefits mentioned in Section 22.1.5 may also be changed unilaterally by Limehome at any time, in whole or in part, in accordance with Section 22.2.1.

22.3 Termination and blocking

1. Ordinary termination

1.1 The member may terminate their membership at any time without notice and without having to give a reason for termination.

1.2 Limehome may terminate the membership without giving reasons, subject to a four-week notice period.

2. Extraordinary termination

Limehome may terminate membership without notice and exclude the member from the membership programme. Good cause shall be deemed to exist in particular in the event of a serious, culpable breach of the General Terms and Conditions by the member.

3. Termination of the programme

Limehome reserves the right to discontinue the membership programme at any time and to terminate the membership agreements with due notice.

22.4 Data protection

Members' data is protected in accordance with the privacy policy, which is available at https://www.limehome.com/en/privacy-policy/.

23. PARKING SPACE BOOKING

1. Guests can book a parking space at selected Limehome locations for a fee.

2. Limehome is not obliged to monitor the parking spaces.

3. Limehome is only liable for loss of or damage to motor vehicles, bicycles or their contents parked or manoeuvred in the parking space in cases of intent or gross negligence. The guest is obliged to report any damage immediately, and in any case before leaving the parking facility. Limehome is not liable for damage caused solely by other guests or other third parties. In the event of third-party fault or force majeure, which makes it impossible to use the booked parking space, the guest is not entitled to the agreed service.

4. By entering the parking facility, the guest assures that he or the driver is in possession of the required driving licence and that the vehicle has the legally required insurance cover until leaving the parking facility.

5. The guest must comply with the general traffic regulations. The provisions of the Road Traffic Regulations (StVO) in their currently valid version apply.

24. FINAL PROVISIONS

1. Amendments and additions as well as the cancellation of the accommodation contract, the acceptance of the application or these General Terms and Conditions must be made in writing. This also applies to the cancellation of this written form clause. Unilateral amendments or additions by the guest are invalid.

2. The place of performance and payment is the location of the accommodation provider.

3. The exclusive place of jurisdiction for commercial transactions is the registered office of the respective Limehome company in accordance with section 1.2.

4. The accommodation and all legal relationships arising therefrom are subject to the law of the country in which the respective Limehome company has its registered office. A guest who is a consumer also enjoys the protection of mandatory legal provisions of the law that would apply without this clause. Otherwise, German law applies. The application of the UN Convention on Contracts for the International Sale of Goods and conflict of laws provisions is excluded.

5. Should individual provisions of these General Terms and Conditions be or become invalid or void, this shall not affect the validity of the remaining provisions. In all other respects, the statutory provisions shall apply.

25. CONSUMER DISPUTE RESOLUTION

Limehome is neither willing nor obliged to participate in dispute resolution proceedings before a consumer arbitration board.

Limehome GmbH | Rosenheimerstr. 143 a-d | D-81671 Munich