Protection Plus
Protection up to $1 million
Protection Plus screens your guests and then offers protection against damages up to $1 million during their stay. The protection amount is based on the results of the screening.
How does it work?
When a booking is made in your system, we automatically run our basic screening on your guests and mark them as ‘Approved,’ ‘Flagged,’ or ‘Rejected.’
Approved: The guest’s email and phone number have been verified and they were not found on our internal watchlist. They will be protected for up to $1,000,000.
Flagged: The guest’s email and/or phone number were not verifiable, but they were not found on our internal watchlist. They will be protected for up to $5000 unless their details can be fixed.
Rejected: The guest was found on our internal watchlist and the booking will not be protected.
Once the guest arrives for their stay, we will charge you a small protection fee. If the guest is rejected or they cancel their booking ahead of time, we will not charge you.
If any damages occur during their stay, you report them through your Truvi dashboard. Our Resolutions Team will respond to the incident submission within three business days.
Pricing Table
Fees per Booking and Protection Amounts
| Currency | Protection fee per booking | Protection - Flagged Guest | Protection - Approved Guest |
|---|---|---|---|
| GBP | 10 | 5,000 | 1,000,000 |
| USD | 12.50 | 5,000 | 1,000,000 |
| EUR | 12.50 | 5,000 | 1,000,000 |
| AUD | 17.50 | 7,500 | 1,500,000 |
| CAD | 17.50 | 7,500 | 1,500,000 |
| ZAR | 230 | 90,000 | 18,000,000 |
Terms & Conditions
The terms set out here govern the Short-Term Rental (STR) Protection Plus Service (“Protection Plus”) provided by Truvi Technologies Ltd (“Truvi”) to Hosts. These terms may be amended, modified, or updated from time to time at Truvi’s sole discretion. Any changes will be effective immediately upon posting the revised terms on Truvi’s Platforms. It is the Host’s responsibility to review these terms periodically to stay informed of any updates and your continued use of the Service shall be deemed acceptance of any updated terms. These terms are to be read in conjunction with any other required Truvi Service for Protection Plus and are an addendum to the same.
1. WHAT IT IS
1.1. Protection Plus provides a mediation and resolution plan that guarantees the effectiveness of Truvi’s Screening Services. Its goal is to resolve incidents for Hosts with the first response time to communicate with the Host being three (3) Business Days.
1.2. Protection Plus is designed to prepare for and anticipate any potential Guest Property Damage.
1.3. If any Property Damage occurs, Truvi provides the Host with protection based on the values as displayed on Truvi’s Platform. The Host is protected for Property Damage that is Accidental Damage or Malicious Damage or Theft.
1.4. Under Protection Plus, Hosts can bypass carrying out the dispute and resolution process themselves with Guests because of Truvi’s Adjudication Service. This allows Hosts to focus on future Guests.
2. HOW IT WORKS
2.1. When using Truvi’s Platform or API, Hosts can apply the subscribed Service to any qualifying Booking. Additionally, that Booking must be pulled through to the same Platform or API.
2.2. A Truvi Screening Service is mandatory for Protection Plus to be applicable. The Screening must result in a status of either “Approved” or “Flagged” for Protection Plus to apply to the Booking.
2.3. Subject to the terms of Protection Plus (as amended from time to time), for any Bookings where a Guest fails to meet their liability, Truvi will reimburse the Host for any qualifying Property Damage.
2.4. No Payments made by Truvi under this plan shall release, reduce, and/or waive any liability of a Guest relating to Property Damage.
2.5. Any Payment by Truvi to the Host under this plan transfers a Guest’s liability such that it becomes a liability to Truvi rather than to the Host.
2.6. Any Payment under Protection Plus will be determined at Truvi’s sole discretion.
3. STATUS, FEES, AND PROTECTION
3.1. The Fee chargeable for Protection Plus shall be outlined on the Platform and/or in the Host’s Order Form.
3.2. The Host will only be charged if the relevant Guest has been assigned either an “Approved” or “Flagged” status.
3.3. If the Booking receives a status of “Rejected” or is “Cancelled”, the Fee associated with Protection Plus shall either not be charged or refunded in the following calendar month’s invoice.
3.4. Any protection amount depends on the Booking status:
3.4.1. For “Approved” Bookings: Truvi provides protection up to the value specified on the Truvi’s Platform.
3.4.2. For “Flagged” Bookings: The protection amount is up to the value specified on the Truvi’s Platform.
3.4.3. For “Rejected” Bookings: There is no protection provided.
3.5. The maximum Truvi may pay under Protection Plus is the lower of the maximum value displayed on Truvi’s Platform OR up to the insured value for the Property which has suffered Property Damage, whichever is lower.
3.6. No further Host payment is required for Protection Plus other than the Fee listed in the Host’s Order Form.
4. HOST OBLIGATIONS
4.1. The Host shall undertake the duty to introduce and prominently display the details of the Screening Service to Guests in appropriate locations, including by reference to Truvi’s Privacy Policy. These locations may include the property listing itself or the Host’s official website.
5. HOST WARRANTY
The Host agrees and warrants that:
5.1. they have permission from the owner of the Property or any relevant third party involved in the facilitation of the Booking to utilise Protection Plus.
5.2. will notify Truvi immediately if they receive any payment, hold that payment on trust for Truvi and make payment to the account nominated in writing by Truvi.
5.3. will be entitled to pursue Guest for anything over and above amount paid out under Protection Plus.
6. NO INSURANCE
6.1. Any Payment by Truvi in relation to these terms for Protection Plus is discretionary and reliant on Truvi’s sole discretion. If we do not remit any Payments, we shall notify the Client in writing. Our decision to make or not make a Payment is final.
7. LIMITATIONS AND EXCLUSIONS
7.1. If the Screening is not completed, Protection Plus is no longer applicable to the Booking.
7.2. Truvi bears no liability to the Host for any Booking that has not received an “Approved” or “Flagged” status. Truvi shall not be held liable for any damage resulting from errors or omissions in information, instructions, or scripts provided by the Host in connection with the Service. Truvi assumes no responsibility for actions taken at the Host’s discretion.
7.3. The Guest remains liable for all Property Damage caused by their action or inaction.
7.4. Truvi is entitled to pursue the Guest in respect of the Property Damage, if we have paid out to the Host, and the Host is not entitled to pursue the Guest for the same Property Damage. If the Host recovers any sums from the Guest, the Host holds those sums on trust for Truvi, shall notify Truvi, and shall transfer those funds to the account nominated by Truvi in writing.
7.5. Truvi will not make any Payment under Protection Plus in respect of any:
7.5.1. unpaid Booking;
7.5.2. Acts of Nature;
7.5.3. Property Damage which cannot be proved to have been caused by a Guest during a Booking;
7.5.4. Cosmetic Damage or Wear and Tear;
7.5.5. Property Damage from any Party which took place with the Host’s consent;
7.5.6. bodily injury or other loss suffered by a Host or Guest;
7.5.7. alternative accommodation costs for the Guest or Host;
7.5.8. interruption of business, loss of market and/or loss of use of the Property or consequential loss of income;
7.5.9. Property Damage which was caused by any pet (other than a service animal).
7.6. Protection Plus is only applicable to Bookings of less than 90 days. If a Booking exceeds 90 days, then the Fee for Protection Plus is chargeable every 90 days until the Booking has ceased. The Host must adhere to their local letting laws for short-term rentals and ensure each Booking is within the mandatory maximum duration. Truvi shall not be liable for any breach by the Host in failing to adhere to the laws of their jurisdiction.
7.7. Any Property is eligible for Protection Plus unless it is located in a country that the UK Foreign and Commonwealth Office has determined is not suitable for travel on the day the Booking begins.
7.8. Truvi will not be liable to make any Payment under Protection Plus which:
7.8.1. would breach economic, financial or trade sanctions imposed under the law of the country in which these terms are governed by; or
7.8.2. would breach economic, financial or trade sanctions imposed by the United Kingdom.
8. TRUVI ADJUDICATION SERVICE
8.1. The Host and the Guest will be given an opportunity to submit relevant evidence to the Truvi Adjudication Service before a finding is made.
8.2. To quantify the Guest’s liability, Truvi may take into account certain factors including but not limited to the following:
8.2.1. the cost of rebuilding or repairing the Property Damage to a condition equal to but not better or more extensive than the condition at the start of the Booking;
8.2.2. depreciation based on the expected lifetime of the item(s) within a rental environment, that has suffered Property Damage; and/or
8.2.3. any financial contribution which has been made towards the Property Damage by the Guest and/or any third party, including from the sale of any item which has suffered Property Damage and any relevant Deposit Management Service.
8.3. The Host and the Guest acknowledge and agree that the decision of the Truvi Adjudication Service is final and binding upon them and constitutes final determination of any Charges due and payable by the Guest in respect of the Booking.
8.4. This does not impact the right of the Host or the Guest to bring independent legal proceedings in respect of a Booking should they wish to challenge the final decision of the Truvi Adjudication Service.
9. REPORTING DAMAGES AND PROTECTION PAYMENT
9.1. For a Host to qualify for a potential Payment under Protection Plus, the following conditions must be satisfied:
9.1.1. the Booking was “Approved” or “Flagged”;
9.1.2. all reasonable steps are and/or have been taken by the Host to mitigate the costs of any Property Damage;
9.1.3. the Host agrees to provide whatever assistance is required by Truvi and/or its partners in order to:
a. assess the Property Damage; and
b. pursue a Guest for their liability.
9.2. Failure to meet the conditions set out in Clause 9.1 may result in a Payment Request being declined or reduced, as determined by Truvi.
9.3.To submit a Payment Request, the Host must declare Property Damage to Truvi within 14 days of the Guest’s check-out date, and thereafter present all requested evidence, which may include:
9.3.1. timestamped photographs immediately before and after the Booking showing the Property Damage;
9.3.2. the Guest’s consent to the Guest Agreement provided by Truvi, or reasonable steps taken to include the Guest Agreement within the Host’s terms, must be shown;
9.3.3. formal police reports of the event (as appropriate);
9.3.4. original invoices;
9.3.5. quotation(s) or estimate for replacement/repair; and
9.3.6. submission of the Host’s or the owner’s own home valid insurance schedule for the Property.
9.4. In certain circumstances Truvi may require the Host to make an insurance claim before any Payment can be considered.
9.5. Truvi will make first contact with the Host within three (3) Business Days following a request for Payment.
9.6. Truvi commits to give feedback within five (5) Business Days in case there is missing information. Only after all missing pieces of information have been submitted and/or clarified, Truvi will consider the incident eligible for assessment. From this point onwards, Truvi commits to a resolution timeframe of thirty (30) Business Days**.**
9.6.1. Reaching a resolution means Truvi has assessed the incident and reached a conclusion as to the extent of the damage and what Protection Plus can provide for.
10. SETTLEMENT
10.1. Truvi reserves the right to reimburse the Host (whether in full or part) in respect of Property Damage which occurred during a Booking. Any Payments made under Protection Plus are to be determined by Truvi.
10.2. Any Payment will be made by electronic transfer to the account details provided by the Host within 5 Business Days of agreeing any Payment.
10.3. Any Payment will be paid in the currency of the location of the Property Damage unless, under Truvi’s sole discretion, Truvi elects to pay in a different currency.
11. DAMAGE IN EXCESS OF PLAN GUARENTEE
11.1. Truvi shall not be liable for any amount exceeding the maximum protection value on Truvi’s Platform.
11.2. Truvi will only invoice up until the maximum protection value listed on Truvi’s Platform for the Booking.
12. CHARGE RECOVERY
12.1. Where the relevant Truvi Service Terms and Conditions permit, Truvi may offer to purchase any Charges from the Host as a debt.
12.2. Where this offer is accepted by the Host, the Host and the Guest agree that the Charges due and payable by the Guest shall be assigned to Truvi and Truvi’s account and that Truvi may take ownership of the recovery process and may pursue the Guest in respect of the Charges in its own right.
13. GENERAL
13.1. These terms 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 England and Wales. The Host agrees to submit to the exclusive jurisdiction of the English courts.
13.2. The unenforceability or invalidity of any clause in these terms shall not have an impact on the enforceability or validity of any other clause.
13.3. Notices under these terms will be in writing and delivered by email. Any notice sent by email will be deemed received eight hours after the email is sent, unless or in the event notification of non-delivery is received.
APPENDIX
INTERPRETATION
- The definitions and rules of interpretation which apply in this agreement:
“Accidental Damage” means unforeseen and unintentional damage to any Property, its fixtures and/or fittings, or its Contents caused by a Guest during a Booking. For the avoidance of doubt, this does not include wilful or deliberate action or inaction, Cosmetic Damage, Wear and Tear or Acts of Nature;
“Acts of Nature” means (but is not limited to) earthquakes and weather-related events such as hurricanes and tornadoes;
“Approved” means a status allocated to a Booking with no significant risks identified following Verification;
“Booking” means a confirmed stay that has been submitted to Truvi;
“Business Day” means a day other than a Saturday, Sunday or public holiday in England when banks in London are open for business;
“Cancelled” means any Bookings which are cancelled before the Guest checks in and subsequently notified to Truvi by the Host;
“Charges” means any lawful charges levied against the Guest in respect of their use of the Property during the Booking;
“Contents” means household goods and other personal property contained within a Property, including art, antiques and collectable items. For the avoidance of doubt, this does not include:
a. animals including pets and livestock;
b. currency, cheques, credit cards, postal orders, travellers’ cheques, money orders, crossed bankers’ drafts, current postage stamps, gift vouchers or tokens, customer redemption vouchers, travel tickets precious metal in bullion form, notes or securities
c. jewellery, watches, gemstones, handbags, furs,unless in the case of b) and c) above, the items are stored in a locked safe inaccessible to Guests;
“Cosmetic Damage” means damage that does not impact the likelihood of a Property receiving a Booking, or adversely impact the functionality of the Property’s fixtures and/or fittings, or its Contents. By way of example (but not limited to) damage that consists solely of scratches, scuffs, marks or dents;
“Deposit Management Service” means deposit or waiver Services provided by Truvi, which can be purchased either by the Host or the Guest to protect a Booking;
“Fees” means the charges or costs associated with completed transactions. These Fees are specified for each subscribed Service in the Order Form.
“Flagged” means a status allocated to a Booking after risks have been identified following Verification;
“Guest” means both the lead guest who makes a Booking and any accompanying occupants;
“Guest Agreement" means the governing terms in place between the Guest, the Host and Truvi;
“Home Standards” refers to a set of standards and best practices that ensures a Listing is safe, fully functional and as advertised, including but not limited to:
a. appropriate sleeping areas, hot and cold running water, and a functional sewage system;
b. adequate protection of the Property, including locks and/or other security devices (as appropriate); and
c. functioning utilities, such as wifi, air conditioning and heating (as advertised);
“Host” (also “Client”) means an approved accommodation property advertiser who is advertising approved Listings on a recognised STR Platform;
“Listing” (also “Property”) means any residential property (including but not limited to campervans, boats, mobile homes, and any other impermanent structures), which a Host has the legal and/or contractual right to offer to Guests and which complies with Home Standards;
“Malicious Damage” means damage that is not Accidental Damage;
“Order Form” means the documentation that is a schedule to this Agreement and details the Services the Client is subscribing to;
“Party” means a social gathering of people who have been invited into the Property by the Guests, which typically involves eating, drinking, and entertainment, including any gathering where the number of Guests in the Property is greater than the Property's stated capacity;
“Payment” (also “Protection Payment”) means any payment made by Truvi on behalf of a Guest or Host in response to a Payment Request under Protection Plus;
“Payment Request” means a formal request for a Payment to be made by Truvi in accordance with Protection Plus;
“Platform” means any digital interface through which Truvi provides its Services;
“Property” see “Listing” definition;
“Property Damage” means the damage caused to any Property, its fixtures and/or fittings, or its Contents, caused by the actions or inactions, whether accidental, deliberate or otherwise, of a Guest (or any accompanying occupants) during a Booking. For the avoidance of doubt, this does not include Cosmetic Damage and/or Wear and Tear;
“Rejected” means a status allocated to a Booking when significant risks have been identified following Verification;
“Services” means the Services provided by Truvi to the Client under these terms and as outlined in the Order Form;
“Theft” means intentional stealing by a Guest from the Property during a Booking, as well as stealing that has occurred due to the actions and/or inactions of a Guest. For an incident of Theft to be raised under these terms, the Host must submit to Truvi proof of the existence of the Content in the Property before the Booking (such as timestamped pictures or invoices) and proof of the absence of the Content during or after the Booking (such as videos or timestamped pictures). Truvi also requires the Host to file a police report and submit that as evidence to Truvi. In cases where the Guest is not the alleged thief but is presumably at fault due to negligence, the same evidence mentioned above is required, along with proof that the Guest agreed to take preventive measures. In certain circumstances, Truvi may require the Host to make an insurance claim before any Payment under these terms for an incident involving Theft can be considered.
“Truvi” (also the “Company”) means Truvi Technologies Limited and/or any Group Company. Truvi shall also mean Truvi.com and any other Truvi branded websites, web pages, mobile websites (collectively, the “Site”), and any mobile applications (the “App”) owned and or operated by Truvi;
“Truvi Adjudication Service” means a mechanism used by Truvi to resolve Property Damage related disputes between Hosts and Guests;
“Verification” means the protocols and processes performed by Truvi in order to allocate a status to any Booking, can also be referred to as “Screening”;
“Wear and Tear” means the type of gradual deterioration to a Property’s fixtures and/or fittings, or its Contents which could reasonably be expected through normal usage over time.
2. Clause, schedule and paragraph headings shall not affect the interpretation of these terms.
3. A reference to a company shall include any company, corporation or other body corporate, wherever and however incorporated or established.
4. Unless the context otherwise requires, words in the singular shall include the plural and in the plural shall include the singular.