Terms & Conditions
Last Updated: 12 August 2026 | Effective: 12 August 2026
These Terms and Conditions ("Terms") are a legally binding agreement between you and Suaka, operated by Bridging Mountains Limited, a company registered in England and Wales, company number 15925967 ("Suaka", "we", "us"). By accessing or using the Suaka platform (www.suaka.com and related apps) you confirm you have read, understood, and agree to be bound by these Terms and our Privacy Policy.
1. Definitions
- “Platform” — the Suaka website, mobile applications, and associated services.
- “Owner” — 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 an Owner on the Platform.
- “Booking” — a confirmed reservation of a Listing by a Tenant.
- “Base Rent” — the rent for the property only, excluding all Suaka fees, any Security Deposit, and any upsell service charge. Base Rent includes electricity, gas, water, Wi-Fi, and the cleaning and pool service stated on the Listing; a Tenant is never billed separately for these.
- “Total Booking Charge” — Base Rent + Tenant Fee (10%) + Transaction Fee (2.5%), being 112.5% of Base Rent, plus any upsell service charge included in the Booking. “Total Amount Payable” — the Total Booking Charge plus any Security Deposit.
- “Services” — optional add-on services arranged by Suaka (such as transfers, scooter rental, and extra cleaning) and 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 Owner and Tenant. Suaka does not own, manage, control, or insure any listed property. Suaka inspects a property to verify Listing accuracy at a point in time before it goes live; this does not warrant the property's ongoing condition during the tenancy. The legal tenancy exists directly between Owner 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 Owner or Tenant. All risk, obligation, and liability relating to a property and its tenancy rest entirely with the Owner, who is solely responsible for the property, its compliance with applicable law, and any loss, damage, injury, or claim arising from it. The Owner 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; Owners 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, using an approved third-party identity verification provider.
5. Owner 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 an Owner cancels, the Owner Cancellation Penalty Policy applies automatically. If a Listing uses manual approval and the Owner does not respond to a booking request within 48 hours, Suaka may accept the Booking on the Owner's behalf based on the availability shown on the Owner's calendar.
- 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 Owner 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.
- Keep the Suaka calendar accurate and current at all times.
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 amount due under the selected payment plan before check-in.
- Treat the property with reasonable care and respect all house rules set by the Owner.
- 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, subject to the cap in Section 8.
- 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:
| Fee / Charge | Party | Amount | When Collected |
|---|---|---|---|
| Tenant Fee | Tenant | 10% of monthly Base Rent | With balance payment |
| Transaction Fee | Tenant | 2.5% of monthly Base Rent | With balance payment |
| Owner Fee | Owner | 5% of monthly Base Rent | Deducted from Owner payout |
| Balance Due | Tenant | Full Total Booking Charge | 48 hrs before check-in |
| Agent Commission | Agent (paid by Suaka) | 2% of Base Rent | After Tenant check-in confirmed |
Total Booking Charge = Base Rent + 10% Tenant Fee + 2.5% Transaction Fee, being 112.5% of Base Rent, plus any upsell service charge. Example: $4,000 rent → Total Booking Charge = $4,000 + $400 + $100 = $4,500, payable under the selected payment plan. Upsell service charges are shown separately before booking and are refunded in full where the service has not been delivered, regardless of who cancels. The Owner receives Base Rent less the 5% Owner Fee.
Multi-Month Payment
For bookings of 2 or 3 months, Tenants choose a payment plan at checkout:
| Plan | Description | When Paid |
|---|---|---|
| Upfront (Full Pre-payment) | All months' rent + Tenant Fee + Transaction Fee paid in full before check-in | Balance due 48 hrs before check-in |
| Monthly Billing | Month 1 paid before check-in; each subsequent month auto-billed on the check-in anniversary | Month 1: 48 hrs before check-in. Later months: monthly anniversary |
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
A Security Deposit is set per villa by the Owner, capped at one month's Base Rent, and may be zero. It is held by Suaka in a designated client account and returned within 14 calendar days of check-out, less any approved damage. Where approved damage exceeds the deposit, or where no deposit is held, 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.
Damage liability cap
Suaka will not charge a Tenant's saved payment method more than the greater of the Security Deposit held or one month's Base Rent. Where an approved damage claim exceeds that amount, the excess is a matter between the Owner and the Tenant directly; Suaka will provide the documentation but will not collect it.
On checkout with no damage and nothing else outstanding: no charge is made, and any Security Deposit held is released back to the Tenant in full within 14 calendar days of checkout.
On checkout with damage: the Owner 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 Owner.
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
| When the cancellation is received | Charge (% of Total Booking Charge) | Tenant receives |
|---|---|---|
| Within 24 hours of booking, where check-in is more than 7 days away | No charge | 100% refund |
| 30 days or more before check-in | 10% | 90% refund |
| 14 to 29 days before check-in | 25% | 75% refund |
| 7 to 13 days before check-in | 50% | 50% refund |
| 48 hours to 6 days before check-in | 60% | 40% refund |
| Less than 48 hours before check-in, or after check-in | 70% | 30% refund |
The Tenant Fee is non-refundable outside the 24-hour window above. The Security Deposit is refunded in full in every case, whoever cancels and whenever; it is never used to pay a cancellation charge. Upsell service charges are refunded in full where the service has not been delivered. Where a cancellation happens after check-in, all percentages in this table are calculated only on the value of nights the Tenant has not stayed; nights already lived in are not refunded and are not penalised.
10. Owner Cancellation Penalty Policy
If an Owner cancels a confirmed Booking, the following automatic penalties apply. Penalties are deducted from the Owner's pending payout or future earnings on the Platform:
| Cancellation timing | Penalty to Owner (% of Total Booking Charge) | Tenant compensation |
|---|---|---|
| 30 days or more before check-in | 10% | Full refund of all amounts paid, plus the Security Deposit, plus rebooking support |
| 14 to 29 days before check-in | 25% | Full refund of all amounts paid, plus the Security Deposit, plus rebooking support |
| 7 to 13 days before check-in | 50% | Full refund of all amounts paid, plus the Security Deposit, plus priority rebooking support |
| 48 hours to 6 days before check-in | 60% | Full refund of all amounts paid, plus the Security Deposit, plus priority rebooking support |
| Less than 48 hours before check-in, or at any point after check-in | 70% of the Total Booking Charge attributable to nights not stayed | Full refund for nights not stayed, plus the Security Deposit, plus priority rebooking at no extra cost |
Where a cancellation happens after check-in, all percentages above are calculated only on the value of nights the Tenant has not stayed. Nights already lived in are not refunded and are not penalised.
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 Owner's penalty funds to cover any price difference.
Penalty exceptions: penalties may be waived if the Owner 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 Owner approval and availability. All modification requests must be submitted through 'My Bookings' at least 7 days before the proposed change date. The Owner has 48 hours to respond; no response is treated as a decline, and the Tenant keeps the original booking with no fee. The Tenant Fee and Transaction Fee are 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 Owner. 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 Owners 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 Owner consent.
- Uploading malicious software or attempting unauthorised access.
- Owners: soliciting off-platform payments will result in immediate permanent suspension.
15. Intellectual Property
All Platform content is owned by or licensed to Suaka. Owners 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. This section governs the relationship between Suaka and its users. The tenancy itself, between Owner and Tenant, is governed by Indonesian law with jurisdiction in Bali, as set out in the Rental Contract.
17. Changes to Terms
Material changes will be notified via email or platform notification at least 30 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 Limited (company number 15925967) | Email: info@suaka.com | Phone: +62 819-9542-8302 | Website: www.suaka.com | Registered office: Spitalfields House, Stirling Way, Borehamwood, Hertfordshire, WD6 2FX, United Kingdom
By creating an account or making a booking, you acknowledge that you have read and agree to these Terms in full.
Owner Payouts
The Owner Payout is 95% of Base Rent for the period being paid. Payouts are released 32 hours after the Tenant's check-in has been confirmed. On Monthly Billing, each subsequent month is released 32 hours after that month's charge succeeds. The Security Deposit is never included in a payout.
Because payouts are released only after check-in, a cancellation before check-in occurs before any payout has been made. Where a stay ends early after check-in, or where an Owner cancels after check-in and the Tenant is refunded for nights not stayed, the Owner shall repay to Suaka the difference between the amount paid and the amount the Owner is entitled to retain for the nights actually stayed. Suaka may recover that difference by deduction from any pending or future payout, or by direct invoice payable within 14 days.
Suaka, operated by Bridging Mountains Limited, registered in England and Wales, company number 15925967. info@suaka.com | +62 819-9542-8302 | www.suaka.com