GUEST AGREEMENT

This agreement governs the relationship between you (“Guest”), and Stay North Oy (“Host”) in any Booking. You should read this agreement carefully and only continue if you wish to be bound by the agreement in its entirety.

1. BOOKING VALIDATION

1.1. To protect the Host’s interest in the Property, the Guest agrees to complete a Booking Validation. As part of this process, the Guest may be required to verify their identity (ID) in advance of the Booking, including providing accepted photographic ID (if applicable).

1.2. The Host may pass the Guest’s details to a third-party provider such as the Finnish Authorities (as per Finnish Law)

1.3. If Stay North does not receive your payment within the specified timeframe, we will reach out to you and issue at least two reminders. If payment is not received within 5 days of the due date, Stay North reserves the right to cancel the reservation, and any payments made will not be refunded.

1.4. Reservations are contingent upon the successful completion of our guest verification process prior to check-in. Upon booking confirmation, all guests will receive a link to verify their identity by scanning their ID card, in accordance with Finnish law.

1.5. Guests who fail to complete the verification process will not receive the necessary access information. Should guests fail to comply, Stay North retains the right to cancel the reservation in accordance with our cancellation policy.

1.6. The requirement for a security deposit varies depending on the booking source. A pre-authorisation hold of €250, €500, €1000, or €2000—dependent on the property—will be placed on your payment card before or during your stay. This hold will be released no later than 7 days post-check-out, provided no damage is discovered during our post-stay inspection. If you purchase a damage waiver then we will not hold a damage deposit.

1.7. While Stay North aims to ensure all confirmed bookings proceed as planned, we act as an intermediary between property owners and guests. In the rare event that a property owner cancels a reservation, Stay North will endeavour to assist the guest in finding a comparable alternative. However, Stay North shall not be held financially liable for any direct or indirect costs or losses arising from the cancellation by the property owner.

1.8 Host Cancellation Prior to Check-In 

Stay North reserves the right to cancel a confirmed reservation at any time prior to check-in where:

a) a material error in pricing, availability, minimum stay requirements, or booking conditions occurred due to a technical, system, or channel error (including third-party booking platforms);

b) information provided by the Guest is incomplete, inconsistent, misleading, or reasonably indicates a risk of fraud, misuse, or breach of this agreement;

c) Stay North, acting reasonably, identifies a risk to the Property, neighbouring properties, staff, or other guests; or

d) required legal or regulatory obligations applicable to accommodation providers cannot be satisfied.

In such cases, the Guest will be notified without undue delay and any amounts paid will be refunded promptly. Refund of amounts paid shall constitute the Guest’s sole remedy for cancellation prior to check-in, to the extent permitted by applicable law.

2. DAMAGE WAIVER (only applicable if purchased)

2.1. Guests may purchase a Damage Waiver with their booking, which covers accidental damage to the property and its contents up to 500€.

2.2. Conditions

The damage must be reported immediately or as soon as possible to Stay North. Failure to report promptly may void the waiver.

Coverage applies only to accidental damage, not to damage caused by reckless, intentional, or negligent actions.

2.3. Exclusions

The waiver does not cover:

Damages exceeding 500€.

Damage caused by pets (unless permitted), loss or theft of personal items, or unreported damage.

2.4. Liability - Guests are responsible for costs exceeding 500€ or for damages not covered by the waiver.

3. GUEST OBLIGATIONS AND ACKNOWLEDGEMENTS

3.1. The Guest acknowledges they are liable for all Property Damage to the Property during the Booking which was directly or indirectly caused by their own action or inaction.

3.2 Cancellation Policy – Firm 

To secure the reservation, payment is required in accordance with the booking terms displayed at the time of booking.

Cancellations are subject to the following Firm cancellation policy:

• Cancellations made more than 60 days before the scheduled check-in date are eligible for a 100% refund, less non-refundable payment processing fees (approximately 2–3%).

• Cancellations made between 60 and 30 days before the scheduled check-in date are eligible for a 50% refund, less non-refundable payment processing fees (approximately 2–3%).

• Cancellations made less than 30 days before the scheduled check-in date, or failure to arrive, are non-refundable.

Refunds, where applicable, will be processed using the original payment method.

3.3 Payment Disputes

The Guest agrees to raise any disputes relating to charges or payments directly with Stay North in the first instance, before initiating a chargeback, without limiting the Guest’s statutory rights.

3.4. The Guest agrees that any public reviews, comments, or private feedback shall be honest and fair, and not used as a tool to coerce, threaten, or blackmail the Host or Stay North for compensation. If Stay North reasonably believes that a guest is attempting to manipulate the review process or leverage negative feedback for financial gain, it reserves the right to refuse compensation requests and may take appropriate legal steps.

4. PROPERTY USE AND CARE

4.1. With regard to their Booking, the Guest agrees to the following conditions:

4.1.1. To use the Property only as permitted by the Host and always in a reasonable and responsible manner. Parties are strictly prohibited;

4.1.2. To operate any appliance(s), fixtures and fittings in accordance with provided instructions and in a reasonable and careful manner;

4.1.3. To take full responsibility for the conduct and behaviour of any person(s) they have permitted to enter the Property;

4.1.4. To ensure the Property is adequately secured at all times and in accordance with the Property’s house rules;

4.1.5. To take care to avoid blocking or causing damage to drains or sanitary appliances

4.2. For the avoidance of doubt, all obligations in respect of the Property apply equally to any building of which the Property forms part and in relation to any access, parking, or right of way associated with the Property.

5. PROPERTY DAMAGE

5.1. On becoming aware of any Property Damage or similar, the Guest shall act without delay and take all reasonable steps to minimise its effects, including but not limited to, steps to prevent it from worsening and/or causing nuisance to the occupier of any neighbouring premises. The Guest shall report any such Property Damage to the Host as soon as reasonably practicable.

5.2. In accordance with Clause 2.1, the Guest is liable for all Property Damage to, at or in the Property during their Booking which was directly or indirectly caused by their own action or inaction. In addition to any liability for Property Damage, the Guest agrees to compensate the Host for any fees or charges payable, including compensation to occupiers of neighbouring premises caused by the Guest's actions, in actions or their failure to fulfil any of the obligations in this agreement.

5.3. The Guest acknowledges that Stay North may assess the cause and extent of property damage using reasonable professional judgment, particularly in cases where the evidence is not immediately conclusive (e.g., mechanical issues, misuse, or improper handling). Where damage is discovered that reasonably appears to have occurred during the Guest’s stay and has not been reported previously, the Guest agrees to accept financial responsibility. In such instances, the cost may be deducted from the damage deposit, and if the cost exceeds the deposit, an invoice will be issued for the remaining amount. We kindly request that any outstanding balance be settled within 14 days. In cases of non-payment, further steps may be taken to recover the costs, where necessary.

5.4 Presumption of Responsibility 

The Guest acknowledges that any damage, loss, excessive soiling, or missing items discovered during the Booking or within a reasonable period after check-out, and which reasonably appears to have occurred during the Guest’s stay, shall be presumed to have been caused by the Guest or persons permitted by the Guest, unless the Guest provides clear evidence to the contrary.

5.5 Right to Charge Payment Method or Invoice

Where damage, loss, additional cleaning, missing items, or other chargeable costs are identified, Stay North may deduct such costs from any security deposit, charge the Guest’s payment card on file, and/or issue an invoice for any remaining balance. Payment of invoiced amounts is due within fourteen (14) days of issue.

5.6 Evidence and Assessment

The Guest acknowledges that in short-term accommodation settings, absolute proof of fault is not always possible. Stay North may rely on reasonable evidence including inspection reports, photographs, cleaning reports, contractor assessments, system logs, and staff observations when determining responsibility.

6. ADDITIONAL CHARGES

6.1. Cleaning: Stay North expects the property to be left in a reasonable state on departure. If, at Stay North's discretion, additional cleaning is required on departure, the cost of this cleaning will be an additional charge, again invoiced and payable within 7 days.

6.2. Smoking: Smoking is prohibited in all properties. Anyone found to be smoking or evidence of smoking in the properties will incur a 250€ charge by way of Liability to cover the additional costs of cleaning, freshening and airing the Apartment over a 24 hour period. Any damages caused will be charged for in addition to this fee, again invoiced and payable within 7 days.

6.3. Keys: Stay North will issue the guest with one set of keys.

However, if the issued keys are not returned on departure we reserve the right to charge the guest or booker for the replacement of keys or changing the locks. The cost of replacement keys will be 200€. The cost for replacing the locks will be no less than €200.00 whichever Stay North deem the quickest way of gaining access to the property. In such an event, Kotihost also reserves the right to charge the guest for further nights stay should it be the case that we are unable to gain access to the property and re-let it.

6.4. Noise monitoríng: We are committed to keeping our neighbourhoods peaceful and therefore many of our properties have noise monitoring devices to prevent this. However, we do want all our guests to feel welcome and enjoy their time at the property. To avoid negative situations it is very important that we can contact you at any time using the contact number you provided at the time of booking. When the noise has reached above the threshold of 85Db (police siren) the device will sound an alert and ask you to reduce the noise. For the second time, Stay North will need to contact you via the contact details you provided on the booking. If the calls aren’t answered within 10 minutes of repeated attempts, it will result in a call out charge of 500€. Should noise levels stay above the threshold after that, or the device is tampered with in any way then we will take steps to cancel the reservation, and you will be asked to leave the property without a refund. If someone is needed to evict the guests then appropriate charges will be passed on to the guest.

6.5. Call Outs: If the emergency call out number is used to call out Stay North between the hours of 10 pm and 8 am for any purpose other than an emergency, Stay North reserves the right to charge the booker or guest a call out fee of 250€.

6.6. Personal Belongings / Lost Property: Our Properties do not accept any liability in relation to any damage to, or loss of your personal property and belongings except where such damage or loss is caused by the negligence of our properties. It is your responsibility to ensure that you have adequate holiday insurance cover. Lost property will be held for a period of 14 days from the departure date and kept with Stay North's local team. Items will be returned on request. Charges will be passed over to cover the cost of postage and packing. Our Properties do not accept responsibility for the safe carriage of any items returned.

6.7. The number of people permitted to occupy each property is limited to the number of beds. In some properties extra sleeping accommodation can be arranged but must be agreed upon in advance. If the number of people permitted to occupy a property is exceeded, Stay North reserves the right to charge for additional guests at the rate of 200€ per guest per night unless otherwise agreed.

6.8. Guests can check in to their apartment from the time specified on the listing. On arrival please check the Accommodation and accept your stay. The check out time is specified on the listing. Please note you will be charged 250.00€ for checking out late or checking in early without prior arrangement. Key collection details will be provided prior to check-in date and will not be released until this contract has been signed and identification of the lead booking submitted.

Early Departures

In the event that a guest needs to check out prior to the agreed departure date, Stay North will class the departure as the end of the stay and arrange for the property to be cleaned.

7. AGREEMENT

7.1. This agreement sets out the terms on which Stay North provides services in respect of a Booking. By entering into this agreement you also agree to our Website Terms and Privacy and Data Protection policy which you can find at www.staynorth.fi

 It is important that you read this agreement carefully as your continuation through the Booking Validation process constitutes acceptance of these terms and the associated obligations.

7.2. To the extent this agreement is signed by an Agentor representative of a Guest, it is deemed to also bind the Guest and confirms their acceptance to the terms of this agreement.

8. GENERAL

8.1. Notices under this agreement will be in writing and delivered by email. Any notice sent to the Guest by email will be deemed received eight hours after the email is sent, unless or in the event notification of non-delivery is received. This clause does not apply to the service of any proceedings or other documents in any legal action or, where applicable, any arbitration or other method of dispute resolution. 6.2. The unenforceability or invalidity of any clause in this agreement shall not have an impact on the enforceability or validity of any other clause.

8.2. This agreement and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it or its subject matter or formation shall be governed by and construed in accordance with the laws of Finland. The Host and Guest agree to submit to the exclusive jurisdiction of the Finnish courts.

8.3. Force Majeure: Stay North shall not be held liable or deemed in breach of this agreement for any delay or failure in performance resulting from events beyond its reasonable control, including but not limited to natural disasters, government actions, pandemics, strikes, extreme weather, or loss of utilities. In such cases, Stay North will assist in rebooking or rescheduling, subject to availability, but cannot guarantee compensation.