Trustcom Services
The Trustcom Platform is an online marketplace that enables registered hosts to publish Host Services on the Trustcom Platform (“Listings”) and to communicate and transact directly with customers/clients that are seeking to book such Host Services. Host Services may include the offering of vacation, vehicle rental, or other properties for use (“Accommodations”)
As the provider of the Trustcom Platform, Trustcom does not own, create, sell, resell, provide, control, manage, offer, deliver, or supply any Listings or Host Services, nor is Trustcom an organiser or retailer of travel packages. Hosts alone are responsible for their Listings and Host Services. Trustcom simply provides the platform.
Trustcom Service Fee
Trustcom charges a Trustcom Service Fee (Guest Fee) of 8.172% charged to the guest in addition to the host fees for the booking during the time of booking in consideration for the use of the Trustcom Platform. We charge (booking reservation total amount plus the 8.172% service fee to the client).
The applicable Service Fees will be displayed to a Host and Guest during booking. Trustcom reserves the right to change the Service Fees at any time, and will provide Members adequate notice of any fee changes before they become effective. Such fee changes will not affect any bookings made prior to the effective date of the fee change.
You are responsible for paying any Service Fees that you owe to Trustcom if not deducted upfront. Trustcom will deduct the service fee before remitting the payout to the Host. No other fees are deducted.
Payment Disbursement
Trustcom will send the initial (50%) deposit payments to you immediately after booking reservation via PayPal or M-Pesa. Trustcom typically releases the balance payout (50%) within 24 hours after your guest’s scheduled check-in time. The time it takes for the funds to arrive in your account depends on your payout method and any bank holidays or weekends.
Booking Cancellations & Refunds
If a Host cancels a confirmed booking, the Guest will receive a full refund of the Total Fees for such booking. The Trustcom platform reverses the transaction automatically as if it never happened.
If the reservation is canceled 24 hours or less before check-in, or after check-in, the fee is 50% of the reservation amount for the un-used booked days and nights. If the reservation is canceled more than 24 hours, and 30 days or less, before check-in, the fee is 25% of the reservation amount. This is just to protect the host from lost opportunities and to discourage late cancellations.
Guests can cancel a confirmed booking at any time as per the cancellation policy set by the Host, and Trustcom will refund the amount of the Total Fees due to the Guest in accordance with such cancellation policy. Unless other extreme circumstances exist, any portion of the Total Fees due to the Host under the applicable cancellation policy will be remitted to the Host by Trustcom.
Account Registration
You must register an account (“Trustcom Account”) to access and use certain features of the Trustcom Platform, such as publishing or booking a Listing. If you are registering an Trustcom Account for a business, organization or other legal entity, you represent and warrant that you have the authority to legally bind that entity and grant us all permissions and licenses provided in these Terms.
You can register a free Trustcom Account using an email address and creating a password, or through your account with certain third-party social networking services, such as Facebook or Google account. You have the ability to delist your property at any time as long as your property is not booked.
You must provide accurate, current and complete information during the registration process and keep your Trustcom Account and public Trustcom Account profile page information up-to-date at all times.
Eligibility, Using the Host platform, Verification
In order to access and use the Trustcom Platform or register an account you must be an individual at least 18 years old or a duly organized, validly existing business, organization or other legal entity in good standing under the laws of the country you are established and able to enter into legally binding contracts.
Responsible hosting
We encourage Hosts to think carefully about their responsibilities. Hosting offers rich experiences, but it comes with a certain level of commitment. In addition to the basic requirements that we expect of all Hosts, here are some ways you can be a responsible Host.*
Damage to Property
As a Guest/client, you are responsible for leaving the property in the condition it was in when you arrived or checked in. You are responsible for your own acts and omissions and are also responsible for the acts and omissions of any individuals whom you invite to, or otherwise provide access to, the property.
If a Host claims and provides evidence that you as a Guest have damaged a property or any personal or other property, the Host can seek payment from you through the Trustcom Resolution Center. If a Host escalates a Damage Claim to Trustcom, you will be given an opportunity to respond. If you agree to pay the Host, or Trustcom determines in its sole discretion that you are responsible for the Damage Claim, Trustcom via will collect any such sums from you and/or against the Security Deposit (if applicable) required to cover the Damage Claim. Trustcom host also reserves the right to otherwise collect payment from you and pursue any legal remedies available, including, turning in your information to authorities.
Privacy
Always be mindful of your guests’ privacy. Fully disclose whether there are security cameras or other surveillance equipment at or around your listing. Make sure you are aware of and comply with applicable federal, state, and local laws.
Occupancy
Establish safe occupancy limits—your local government may have guidelines.
Access
Go through your home to identify any areas where guests might trip or fall and either remove the hazard or mark clearly. Fix any exposed wires. Ensure stairs are safe and have railings. Remove or lock up any objects that may be dangerous to your guests.
Child-proofing
Ensure your home is safe for children, or else notify guests of potential hazards.
Building rules
Ensure you relay your building’s common area rules to your guests. You may want to even notify your neighbors that you will have guests, and remind guests not to bother your neighbors (ex: don’t knock on their door or buzz them to let you in).
Smoking
If you don’t allow smoking, we suggest posting signs to remind guests. If you do allow smoking, ensure you have ashtrays available in designated areas.
Parking
Ensure you relay parking rules for your building and neighborhood to your guests.
Noise
Remind guests about keeping noise down. You may want to consider whether you allow babies, pets, or parties. Develop a policy about guests inviting other people over, and ensure your guests are clear about your “party policy.”
Pets
If you allow pets, ensure guests are educated about things like local parks and local customs (ex: cleaning up after your dog). Have a backup plan in case a guest’s pet upsets the neighbors (such as the number of a nearby pet hotel).
House Rules
To avoid surprises, you may want to include the information covered above in your House Rules in your listing profile.
Roommates
If you have roommates, consider a roommate agreement in writing which outlines things like how often you plan to host, how you’ll ensure guests follow House Rules, and even whether you’ll share revenue if that makes sense for you.
Neighbors
Consider whether you should notify your neighbors about your plans to host, along with your plan for how to make sure your guests are not disruptive.
Liability
You acknowledge and agree that, to the maximum extent permitted by law, the entire risk arising out of your access to and use of the Trustcom Platform and Collective Content, your publishing of property or booking of any Listing via the Trustcom Platform, your stay at any Accommodation, or use of listed property participation in any Host Services or use of any other Host Service, or any other interaction you have with hosts or clients whether in person or online remains with you. Neither Trustcom Travel Connections (Trustcom) nor any other party involved in creating, producing, or delivering the Trustcom Platform will be liable for any risks.
Indemnification
To the maximum extent permitted by applicable law, you agree to release, defend, indemnify, and hold Trustcom Travel Connections (Trustcom Ltd), Trustcom officers, directors, employees and Travel consultants, harmless from and against any claims, liabilities, damages, losses, and expenses, including, without limitation, reasonable legal and accounting fees, arising out of or in any way connected with (i) your breach of these Terms or our Policies or Standards, (ii) your improper use of the Trustcom Platform or any Trustcom Services, (iii) your interaction with any host or client, stay at an Accommodation, vehicle rental, other Host Service, including without limitation any injuries, losses or damages (whether compensatory, direct, incidental, consequential or otherwise) of any kind arising in connection with or as a result of such interaction, stay, participation or use, (iv) Trustcom’s Collection and Remittance of Occupancy Taxes, or (v) your breach of any laws, regulations or third party rights.
Dispute Resolution Process
Trustcom is committed to participating in a consumer-friendly dispute resolution process. To that end, these terms provide for a two-party informal process for individuals to resolve issues out of court by arbitration hosted by Trustcom customer service.
Subsidized housing
If you live in public or subsidized housing there may be special rules that apply to you. The manager of the property may be able to answer questions about this.
