Terms & Conditions

1. Definitions

• "Platform" — the Suaka website, mobile applications, and associated services.
• "Host" — a property owner or authorised manager who lists a property on the Platform.
• "Tenant" — a user who books a listed property via the Platform.
• "Agent" — an authorised referral partner registered under the Suaka Agent Referral Programme.
• "Listing" — a property advertised by a Host on the Platform.
• "Booking" — a confirmed reservation of a Listing by a Tenant.
• "Base Rent" — the total monthly rental amount only, excluding the Suaka Tenant Fee.
• "Total Booking Charge" — Base Rent + Tenant Fee (10%). This is the full amount payable by the Tenant.
• "Services" — add-on services (cleaning, chef, pool maintenance, etc.) booked via the Platform.

2. Eligibility

You must be at least 18 years of age to use the Platform. By registering you warrant that: (a) all registration information is accurate; (b) you have legal capacity to enter binding contracts; (c) you will comply with all applicable laws including Indonesian immigration regulations and UK consumer protection laws. Suaka may suspend or terminate any account that violates these representations.

3. Platform Role & Limitation of Liability

Suaka operates exclusively as a technology marketplace and payment facilitator. Suaka is NOT a party to the rental agreement between Host and Tenant. Suaka does not own, manage, control, or insure any listed property, and does not inspect, guarantee, or accept responsibility for the condition, safety, legality, or suitability of any Listing. The legal tenancy exists directly between Host and Tenant. Suaka does not sign, witness, or endorse individual rental agreements between users; any such contract is a separate agreement to which Suaka is not party. To the fullest extent permitted by law, Suaka disclaims all liability arising from any Booking, Listing, property, or the conduct of any Host or Tenant. All risk, obligation, and liability relating to a property and its tenancy rest entirely with the Host, who is solely responsible for the property, its compliance with applicable law, and any loss, damage, injury, or claim arising from it. The Host shall indemnify and hold Suaka harmless against any such claim.

4. Accounts & Registration

• All users must provide accurate, complete, and current information during registration.
• Passport or government-issued ID upload is mandatory for Tenants and Agents; Hosts must provide ID plus proof of property ownership or authority.
• One account per individual or legal entity.
• Users are responsible for maintaining the confidentiality of their login credentials.
• Users must promptly notify Suaka of any unauthorised access to their account.
• Suaka may verify identity via automated check or manual review within 24 hours.

5. Host Obligations

• Ensure all Listing information is accurate, current, and not misleading.
• Comply with all applicable Indonesian health, safety, zoning, and short/medium-term rental regulations.
• Permit Suaka's on-site inspection and verification team to visit the property prior to listing.
• Honour all confirmed Bookings. If a Host cancels, the Host Cancellation Penalty Policy applies automatically.
• Maintain the property in the condition represented in the Listing throughout the Tenant's stay. Not contact or communicate with the Tenant directly; all communication between Host and Tenant is managed through Suaka.
• Not access the property during the rental term without 24 hours' prior written notice given through Suaka, except in a genuine emergency.
• Not solicit or accept off-platform payments. Violation will result in immediate account suspension.
• Declare all rental income to relevant tax authorities.

6. Tenant Obligations

• Provide accurate personal information including valid passport details.
• Comply with Bali visa and immigration requirements for the full duration of the stay.
• Pay the Total Booking Charge (Base Rent + 10% Tenant Fee) in full before check-in.
• Treat the property with reasonable care and respect all house rules set by the Host.
• Not sublet or otherwise transfer occupancy rights to any third party.
• Report any damage or maintenance issues to Suaka promptly and within 24 hours of discovery. The Tenant authorises Suaka to charge the Tenant's saved payment method for the cost of any documented damage caused during the stay.
• Vacate the property by the agreed check-out time (11:00AM by default, unless otherwise confirmed in writing).

7. Fees & Payment Structure

All amounts are displayed in USD. The fee structure is as follows:

*Total Booking Charge = Base Rent + 10% Tenant Fee. Example: $4,000 rent → Total = $4,000 + $400 = $4,400, payable in full before check-in. The Host receives Base Rent less the 5% Host Fee.

Multi-Month Payment

For bookings of 2 or 3 months, Tenants will follow this payment plan at checkout:

Failure to pay within 48 hours of the due date may result in early termination of the Booking per the Cancellation Policy.

8. Damage & Cost Recovery

Suaka does not collect a security deposit. Instead, the Tenant authorises Suaka to charge the Tenant's saved payment method after checkout for the cost of any documented damage caused during the stay.

• On checkout with no damage: no charge is made and no further action is required.
• On checkout with damage: the Host must submit photographic evidence and itemized cost receipts to Suaka within 48 hours of checkout.
• Tenants have 7 calendar days from checkout to dispute a proposed charge. Suaka will issue a final ruling within 14 business days. Approved amounts are charged to the Tenant's saved payment method and paid to the Host.
• Tenants must report any pre-existing damage within 24 hours of check-in or it may be assumed to have occurred during the stay.

9. Cancellation & Refund Policy — Tenant-Initiated

10. Host Cancellation Penalty Policy

If a Host cancels a confirmed Booking, the following automatic penalties apply. Penalties are deducted from the Host's pending payout or future earnings on the Platform:

• Minimum penalty fee: USD $50, even for low-cost bookings.
• Tenant receives a full refund including the Tenant Fee paid.
• Where applicable, Suaka will assist the Tenant in finding a comparable or better alternative property at no additional cost to the Tenant, using the Host's penalty funds to cover any price difference.
• Penalty exceptions: penalties may be waived if the Host provides verifiable documentation of a genuine emergency (e.g., certified medical emergency, documented property damage making the property uninhabitable). Suaka has sole discretion to accept or reject exception requests.
• Repeated cancellations (2+ in any 12-month period) will result in listing suspension pending review.

11. Modification Policy

Tenants may request booking modifications subject to Host approval and availability. All modification requests must be submitted through 'My Bookings' at least 7 days before the proposed change date. The Tenant Fee is recalculated on the revised Base Rent. Reducing the stay duration is treated as a partial cancellation and the Cancellation Policy in §9 applies to the cancelled portion. Suaka does not guarantee approval of any modification request.

12. Reviews

After checkout, both parties receive an automatic review request. Reviews must be submitted within 7 days of checkout. Reviews are published after both parties submit, or after the 7-day window closes (blind review). Reviews must be honest, first-hand, and comply with Suaka's content standards. Suaka may remove reviews containing defamatory, discriminatory, false, or incentivised content. Removed reviews are flagged and the relevant account may be suspended.

13. Property Misrepresentation

If a Tenant believes the property materially differs from the Listing description, the Tenant must report this to Suaka within 24 hours of check-in via the in-app support system with photographic evidence. Suaka will review the claim and may offer: (a) a full refund and assisted relocation; (b) a partial refund; or (c) resolution through remediation by the Host. Claims raised after 24 hours of check-in will not qualify for a misrepresentation refund. Minor aesthetic differences do not constitute material misrepresentation.

14. Prohibited Conduct

• Using the Platform for any unlawful purpose.
• Circumventing Suaka's payment system to conduct off-platform transactions (applies to both Hosts and Tenants).
• Creating fake listings, reviews, or accounts.
• Harassing, threatening, or discriminating against other users.
• Subletting or re-listing any Suaka-booked property without written Host consent.
• Uploading malicious software or attempting unauthorised access.
• Hosts: soliciting off-platform payments will result in immediate permanent suspension.

15. Intellectual Property

All Platform content is owned by or licensed to Suaka. Hosts grant Suaka a non-exclusive, royalty-free licence to display listing media (photos, videos, 3D tours) for the duration of their listing. Users may not reproduce, distribute, or create derivative works without prior written consent from Suaka.

16. Governing Law & Disputes

These Terms are governed by the laws of England and Wales, United Kingdom. Disputes shall first be submitted to Suaka's internal dispute resolution process. If unresolved within 30 days, disputes proceed to binding arbitration under LCIA rules. Either party may seek urgent injunctive relief from a court of competent jurisdiction.

17. Changes to Terms

Material changes will be notified via email or platform notification at least 14 days before taking effect. Continued use of the Platform after the effective date constitutes acceptance of the revised Terms.

18. Contact

Suaka — operated by Bridging Mountains Ltd. | Email: info@suaka.com | Phone: +44 7794 881342 | Website: www.suaka.com | Registered office: Spitalfields House, Stirling Way, Borehamwood, Hertfordshire, WD6 2FX, United Kingdom