🇬🇧 Tenant Policy(v2.0)

Article 1. Purpose

These Terms of Use, Tenant Regulations (hereinafter referred to as “Terms,” “Policies,” or “Regulations”) constitute a binding legal contract between Enko Withers Co., Ltd. (hereinafter referred to as the “Company”) and members regarding the rights and obligations of members in relation to the use of the website (https://stay.enko.kr), the host-only website (https://host.enko.kr), mobile applications (iOS/Android), and all other online and mobile environments provided by the Company (collectively referred to as the “Platform”).

These Terms apply to all members (including tenants and hosts) who use the Platform and also apply to contracts, payments, communications, and other related services made through the Platform.

In particular, these Terms aim to clarify the principles and detailed regulations applicable to contracts concluded before and after August 29, 2025, in connection with the change in the payment system (Stripe → Toss Payments).

By accessing or using the Platform, members are deemed to have agreed to these Terms.

Article 2. Scope of Application and Version Classification

The classification of contracts and applicable versions under these Terms is as follows:

1. V1 (Stripe): Contracts with completed payment through Stripe before August 29, 2025.
2. V2 (Toss Payments): Contracts with completed payment through Toss Payments on or after August 29, 2025.

• The contract date and applicable version are determined based on the payment completion time recorded on the platform server (KST) and the PG (Payment Gateway) used at that time.
• For transactions processed via the Bravo Korea partner app, the V1 rules shall apply at all times irrespective of the payment date, as the channel is technically developed and operated on the Stripe system.
• The detailed scope of application and effective date of these Terms (v2.0) shall be governed by Article 49 (Effective Date).

Article 3. Definitions

The main terms used in these Terms are defined as follows:

1. Tenant: A person who agrees to these Terms and enters into or intends to enter into a lease contract with a host through the Platform.
   • Includes prospective tenants before the contract is finalized, and the term “Guest” used in past documents or within the service shall be interpreted with the same meaning.
2. Host: A person (lessor) who provides rental space to tenants through the Platform and enters into and performs lease contracts.
   • Includes individuals, corporations, or their agents.
3. Member: A collective term for tenants and hosts, referring to all customers using EnkoStay’s services.
4. Enko Withers / EnkoStay / Company / Platform: The service provider that offers technical systems and an exchange platform for property listing, search, contracts, secure payments, and multilingual communication to facilitate lease contracts between tenants and hosts.
   • The Company is not a contracting party and does not directly intervene in the contents or performance of individual contracts.
5. System / Service / Platform: Refers collectively to the online/mobile environments operated and managed by the Company.
   • Tenant website: https://stay.enko.kr
   • Host website: https://host.enko.kr
   • Mobile applications (iOS, Android official apps)
6. Stay/House (Accommodation): Rental spaces listed on the Platform, regardless of naming (e.g., “House,” “Stay”), meaning any place a tenant may occupy/use under a lease contract.
   • Includes independent housing units, private rooms in shared housing, apartments, houses, or other legally rentable spaces.

Article 4. Definitions of Payment and Fees

The definitions of payment and fee-related terms are as follows:

1. Monthly Rent: The rental fee payable by the tenant to the host for residing in the rental space.
2. Utility Fee: Fees payable to the host covering utilities and management costs arising from the rental space.
   • Includes electricity, water, gas, and common facility maintenance costs. For convenience, it may be temporarily fixed and billed together with rent.
   • Fixed utility fees are reasonably calculated based on past usage averages and management records. Only when specified in the contract or Platform that “additional charges may apply for excess usage” may hosts charge additional amounts if actual usage exceeds the fixed utility fee.
3. Total Rent: Monthly Rent + Utility Fee.
4. Usage Amount: The total of the rent received by the host from the tenant through the Company (including Monthly Rent and Utility Fee) and the Host Service Fees (all additional service charges imposed by the host, such as bedding rental fees and move-out cleaning fees).
5. Tenant Service Fee: The Platform usage fee paid by the tenant in addition to the Total Rent and Host Service Fees, including system usage fees, secure payment service fees, and customer support service fees. Where these Terms refer simply to “fee” or “service fee,” such reference shall mean the Tenant Service Fee under this item, unless the context clearly indicates the Host Service Fee.
6. Host Service Fee: The Platform usage fee received by the Company from the host as consideration for the host’s use of the Platform to conclude and perform lease contracts with tenants and to receive settlements.
7. Host Service Charge: Separate paid services provided by the host (e.g., move-out cleaning, bedding rental).
   • Bedding Rental Fee: A bedding rental package provided by the host during the tenancy, available as a paid optional service.
     • Only hosts holding an accommodation business license may provide such services.
   • Move-out Cleaning Fee: Cost incurred for cleaning (dust removal, basic tidying, etc.) after a tenant vacates, arising from the tenant’s ordinary residential use, performed by the host to prepare for the next tenant. However, if contamination, damage, or waste disposal exceeding normal use occurs due to the tenant’s intent or negligence, the host may charge actual repair/maintenance costs in addition to the move-out cleaning fee.
8. Total Payment Amount: Total Rent + Tenant Service Fee + Host Service Charge.
9. Initial Payment: The first payment made at contract signing.
10. Cumulative Payment: The total amount paid by the tenant to date.
11. Remaining Payment: The amount the tenant is obligated to pay in the future.
12. Tenant Penalty: Amount charged when the tenant breaches obligations or terminates the contract early.
13. Host Penalty: Amount charged when the host breaches obligations or terminates the contract early.
14. Initial Payment (Initial): In installment plans for contracts of 90 nights or more, the first payment made at contract signing. Subsequent payments are made every 30 nights for the designated rent and fees.
15. Installment Payment (Monthly): For contracts of 90 nights or more, payments are divided into 30-night (monthly) installments after the initial payment.
16. Lump-sum Payment (Fully): For contracts shorter than 90 nights, the full rent and fees are paid at once upon contract signing.
17. Business Day: A day on which the Company normally provides its services, excluding Saturdays, Sundays, and statutory public holidays.
18. Escrowed Settlement Amount: The portion of the tenant’s payment that is temporarily held by the Company in escrow until it is settled to the host.
19. Settlement Amount: The amount paid by the Company to the host, calculated by summing the rent, additional service charges, and other amounts arising from the host’s contract with the tenant through the Platform, and then deducting fees, refunds, penalties, and other charges.
20. Outstanding Balance: A state in which the amount receivable by the host has not been finalized or its payment has been deferred due to a tenant’s non-payment, payment failure, refund processing, imposition of penalties, dispute handling, or similar reasons.

Article 5. Role and Responsibilities of the Platform

1. The Platform is a service that provides online systems and technical infrastructure to facilitate contracts between hosts and tenants. The Platform is not a licensed real estate broker under the Licensed Real Estate Agents Act and does not act as a contracting party, agent, or guarantor.
   • The Platform does not engage in negotiation, mediation, or modification of contract terms, nor does it assume any obligation to verify or guarantee the accuracy of property information.
   • The Platform provides technical systems to display property listings and enable tenants to review and select such information, as well as secure communication channels.
2. The Platform provides escrow payment systems, contract drafting tools, and multilingual communication support for contracts between hosts and tenants.
3. The Platform’s role is limited to information exchange and technical support and does not include the following:
   • Recommending or prioritizing certain listings (except for advertising products or objective sorting/search functions)
   • Price negotiation or determination of contract terms
   • Entering into contracts on behalf of hosts or tenants
4. The Platform is limited to providing technical systems to display property information and locations. It does not conduct on-site inspections, nor does it verify safety or suitability.
5. The Platform does not intervene in specific contract terms (price, duration, special conditions). All contract terms are determined solely by mutual agreement between the parties.
6. As an e-commerce intermediary, the Platform is legally obligated to take necessary measures in cases of legal violations, fraud, or serious safety risks.
   • Such measures are the Platform’s statutory obligations as an e-commerce intermediary, not as a real estate broker.
   • General contractual disputes between users are to be resolved directly between the parties.

Article 6. Limitation of Liability and Disclaimer

1. The Company is not a contracting party in lease agreements between hosts and tenants and shall not be liable for accommodation conditions, contract non-performance, transaction results, disputes, or damages beyond what is prescribed by law.
2. Accuracy and truthfulness of property information (photos, descriptions, pricing, etc.) provided by hosts are the responsibility of the hosts. The Company does not guarantee such information.
3. The Company shall not be liable for service interruption or non-performance of contracts due to force majeure, including natural disasters, war, epidemics, government regulations, or communication failures.
4. Unless caused by willful misconduct or gross negligence, the Company shall not be liable for unavailability of services due to system errors, maintenance, or failures.
5. Unless otherwise required by law, the Company’s maximum liability shall be limited to the lesser of (i) the total service fees paid by the tenant in the past 12 months, or (ii) KRW 100,000.

Article 7. Rights of the Platform

The Company shall have the following rights:

1. Suspend accounts, halt contracts, reject postings, unlist properties, or restrict exposure if violations of these Terms or Policies are confirmed or reasonably suspected.
2. Modify, delete, unlist, or restrict exposure of false, exaggerated, or inappropriate listings, reviews, or postings.
3. Refuse or cancel contracts in cases of legal/policy violations or when user safety is at risk.
4. Initiate dispute resolution procedures in cases of legal violations, fraud, safety threats, or as otherwise deemed necessary.
5. Collect, analyze, and utilize usage data within the scope permitted by law for service quality improvement and security.
6. Impose or adjust fees for the use of services.
7. Upon a host’s request, claim or settle damages or restoration costs arising from tenant contract violations, facility/equipment damage, or prohibited acts. The Company may charge such amounts through registered payment methods or offset them against deposits/escrow funds to be introduced in the future.
8. Monitor or investigate member activities, postings, contracts, and transaction information for service operation, security, fraud prevention, risk assessment, customer support, or policy enforcement. The Company may request supporting documents and good-faith cooperation from members.
9. Add, modify, or suspend service features as needed. In cases of major disruptions to essential functions such as payment or contract confirmation, the Company shall promptly restore or provide reasonable alternatives.
10. If it is objectively confirmed that a tenant no longer resides at the premises due to a breach of contract, unauthorized vacancy, or extended lack of communication, the Company may take necessary actions, such as reporting residency changes. Such actions shall be conducted within the scope of the host’s express authorization and pursuant to applicable laws.

Article 8. Duties and Responsibilities of Tenants

Tenants must faithfully perform the following obligations:

1. Fully review property information, pricing, host rules, conditions, and refund policies before entering into a contract and comply with them after signing.
2. Since the Platform provides short-term rentals and not accommodation services under the Public Health Control Act, tenants must procure their own daily necessities, bedding, and consumables. However, hosts holding a lodging business license may provide such items in accordance with applicable laws.
3. Communicate with hosts in good faith using the communication channels provided by the Platform.
4. Use the property with the duty of care of a good manager and avoid damaging or losing facilities/equipment.
   • Maintain cleanliness and hygiene inside the property
   • Avoid neglecting electronic devices
   • Dispose of trash and food waste properly
   • Prevent accidents (fire, water leaks) and report immediately
   • Return facilities/equipment in the same condition as at the start of the contract upon move-out (the property must be vacated in a restored condition)
5. Ensure the accuracy and truthfulness of all information submitted through the Platform.
6. Cooperate with safety management or legal compliance activities (e.g., gas meter checks, fire safety inspections) requested by the host.
7. Do not sublease the property or use it for commercial or illegal purposes.
8. Avoid disturbing neighbors or other tenants (e.g., noise, disputes).
9. Immediately report emergencies (fire, crime, major facility breakdowns) to both the host and the Platform.
10. Obtain prior host approval if a third party other than the contracted tenant will reside long-term.
11. Permit host entry in cases of legal/safety inspections or necessary repairs with prior notice.
12. If socially recognized essential rules (e.g., no smoking, prohibition of illegal acts, fire prevention) are violated and the contract is canceled, the tenant shall bear penalties and non-refund liability as stipulated in these Terms and the individual contract.
13. Maintain lawful residency status in Korea, with all legal responsibilities for failure resting with the tenant.
14. Provide accurate documentation of lease purpose and related evidence. False or omitted information may result in restriction or termination of the contract.
15. Acknowledge and assume general living risks (illness, injury, theft, fire, etc.) associated with accommodation use, and take reasonable responsibility for accompanying persons’ conduct.
16. Where the host or the Platform incurs damages or additional costs (repair costs, cleaning costs, waste disposal costs, fines, etc.) due to reasons attributable to the tenant, the host may charge such costs to the tenant by submitting objective materials (photos, estimates, etc.). After verifying such materials, the Company shall notify the tenant of the claimed amount, and the tenant may raise an objection within 3 business days from the date of notice. If no objection is raised, the Company may proceed with automatic charging through the tenant’s registered payment method, and the tenant shall be deemed to have consented thereto.
17. Tenants shall faithfully pay the rent, maintenance fees, and all other amounts due under the contract on each scheduled payment date. All payments, including rent, must be made within the specified deadlines, and tenants shall not delay such payments without a justifiable reason.

Article 9. Rights of Tenants

Tenants shall have the following rights:

1. Use the property during the contract period as stipulated in the contract and these Terms.
2. Request explanations regarding property information, fees, refund policies, host rules, or other matters necessary for contract performance before or after entering into a contract.
3. Receive facilities/services guaranteed by the contract or Terms during the lease.
4. Request appropriate measures such as repair, replacement, or refund in cases of serious defects in the property or services.
5. Receive prior notice and reasonable explanations when host entry is required for legal/safety inspections or repairs.
6. Have personal and contract information protected under applicable laws and Platform policies.
7. Apply for dispute resolution or mediation under these Terms.
8. Reject monetary charges or rules not stipulated in the contract or these Terms without prior knowledge or consent.
   • However, socially recognized essential rules (e.g., no smoking, legal compliance, safety rules) apply regardless of notice.

Article 10. Duties and Responsibilities of Hosts

Hosts must faithfully perform the following obligations:

1. Provide accurate information that reflects the actual condition of the rental property and services, and refrain from false or exaggerated descriptions.
   • Property information must clearly state the furniture, appliances, and services actually provided.
   • Non-essential decorative items (e.g., vases, paintings, tablecloths) shall not be considered contractual non-performance. However, photos must reasonably reflect the actual state of the property, and misleading photography techniques (props, angles, editing) that create significantly different impressions are discouraged.
   • If material discrepancies occur in essential contract elements (address, size, essential furniture/appliances), tenants may cancel the contract without penalty.
   • Hosts without a lodging business license may not list items they are legally prohibited from providing (e.g., daily necessities, bedding, consumables). Misrepresentation or false advertising in this regard shall render the host fully responsible for related disputes.
2. Faithfully perform the contract and maintain at least the minimum management standards:
   • Provide the property in a clean state upon move-in
   • Ensure essential utilities (electricity, water, gas, heating, etc.) function properly and perform necessary repairs
   • Install and inspect safety equipment (e.g., fire extinguishers, smoke detectors)
3. In cases of serious defects in the property or services, provide appropriate compensation measures such as repair, replacement, alternative accommodation, or rent reduction.
4. Respond faithfully to reasonable tenant requests and refrain from discrimination or unfair treatment.
5. Clearly disclose contract modifications, cancellations, and refund conditions in advance; hosts are liable for any omissions or misrepresentations.
6. Ensure the accuracy and truthfulness of all information submitted via the Platform.
7. Provide necessary documents for lawful tenant residency (e.g., lease contract, proof of residence) and cooperate in administrative procedures.
8. Obtain prior consent from the tenant before entering the property.
9. Disclose additional fees or special rules clearly before the contract is signed. If any such fee or rule is newly disclosed after the contract, it shall take effect only with the tenant’s written consent or consent given through the Platform. If the tenant does not consent, such fee or rule shall not apply.
   • However, socially recognized essential rules apply regardless of notice and may be enforced.
     • Socially recognized essential rules mean minimum rules that anyone would generally expect, such as no smoking, prohibition of illegal acts, fire prevention, and cooperation with hygiene/safety inspections. Special rules based on regional or cultural customs or the host’s personal convenience are not included.
     • The scope of any sanction the host imposes on the tenant shall not exceed the scope of compensation for the damage actually incurred.
   • If a contract is canceled due to nondisclosure, the host shall compensate the Platform and tenant for monetary damages incurred.
   • The host shall not charge or pass on the Host Service Fee imposed by the Company to the guest under a separate heading. Itemizing the Company’s fee as a separate line item in the charges billed to the guest is prohibited.
10. For the purpose of settlement and the issuance of supporting documentation, the host shall accurately register and maintain the following information required by the Company. The host shall be responsible for any delay in settlement or failure to issue documentation resulting from missing entries, failure to apply, or erroneous entries.
    • Business registration number or resident registration number (depending on the host type)
    • Host type classification (business / individual / foreigner, etc.)
    • Mobile phone number and email address
    • Selection of documentation type (tax invoice / cash receipt for business proof / cash receipt for personal income deduction)
    • Whether documentation is requested (opt-in / opt-out)
    • Settlement-receiving account information and identity verification
    • For settlements finalized while the host’s information is missing, not applied for, or erroneously entered, retroactive issuance of documentation shall not be possible, and the host shall bear any resulting disadvantage.
11. For a fair review by EnkoCare, the host must fulfill the following upon a tenant’s move-out and secure objective supporting materials:
    • Inspect for damage immediately upon move-out and claim compensation from the tenant
    • Record and retain supporting materials such as photos/videos with a verifiable capture date and time, and checklists
    • In the event of a tenant’s non-payment, file a claim within 3 days including the move-out date (cases exceeding the deadline are excluded from support eligibility)
12. Re-registering, as a new listing, a property that is objectively and substantially identical (in address, floor plan, photos, etc.) to a listing that has been suspended from exposure or made private is prohibited. The Company shall treat such a listing as identical to the existing listing, and even where the purpose is to evade negative reviews/ratings or accumulated sanctions, the Company may apply the same measures by treating it as a continuous, identical listing carrying the existing listing’s evaluation and sanction history.

Article 11. Rights of Hosts

Hosts shall have the following rights:

1. Rent and host service fees paid by the tenant during the contract period shall be settled through the Platform and remitted to the host.
2. Hosts may request entry into the property with prior notice to tenants in cases of legal/safety inspections, repairs, or other reasonable causes.
3. In cases of tenant contract violations, facility/equipment damage, or prohibited acts, hosts may demand compensation or restoration pursuant to these Terms and applicable laws. If tenants breach these Terms or laws, hosts may terminate the contract and demand move-out under the procedures set forth herein.
4. Hosts may request only the minimum amount of tenant information reasonably necessary to verify contract performance, subject to compliance with laws and privacy protection standards.
5. Hosts may request dispute resolution or mediation through the Platform in cases of serious issues or necessity.
6. If tenants violate these Terms or laws, hosts may terminate the contract and demand move-out.

Article 12. Member Account Management

1. Members shall provide and maintain accurate and up-to-date information during account creation and use and may not use identifiers infringing on others’ names or rights.
2. Passwords and login credentials must be managed with the duty of care of a good manager.
3. If account theft or unauthorized use is suspected, members must immediately notify the Company and follow its guidance.
4. Members shall bear any losses resulting from delayed notification or negligent account management.
5. A member whose account has been permanently suspended may not register as a new member. The Company may verify circumvented registrations through monitoring, and where a circumvented registration is confirmed or reasonably suspected, the Company may restrict such registration or suspend the use of the account.

Article 13. Indemnification and Disclaimer

1. If a member causes the Company damages due to violation of these Terms or laws, infringement of third-party rights, provision of false information, or misuse of the Platform, or if a third party files a claim or lawsuit against the Company for such reasons, the member shall indemnify and hold harmless the Company and its officers/employees, and compensate the Company for all damages and costs (including reasonable attorney’s fees).
2. This provision does not apply to damages caused by the Company’s willful misconduct or gross negligence.
3. The Company may participate in defense and settlement of such disputes, and members shall not enter into settlements with third parties without the Company’s prior written consent.

Article 14. Calculation of Rent

Rent shall be calculated based on the following:

1. V1 (Stripe): Contracts with completed payment via Stripe before August 29, 2025.
   • Rent is calculated based on the tenant’s actual number of nights stayed.
   • The minimum contract length for new contracts is 14 nights.
   • For full monthly stays, monthly rent applies.
   • For partial stays, the following formula applies:
     • Daily Rent × Number of Nights Stayed
     • Daily Rent = Monthly Rent ÷ 30
   • Examples:
     • 2025.01.01 ~ 2025.01.31 (30 nights): Partial stay → Daily rent × 30 nights
     • 2025.01.01 ~ 2025.02.01 (31 nights): Full stay in January → Monthly rent applied for January
     • 2025.01.15 ~ 2025.02.14 (30 nights): Partial stay → Daily rent × 30 nights
     • 2025.01.15 ~ 2025.04.14 (90 nights): January and April partial stay → Daily rent applied; February and March full stay → Monthly rent applied
2. V2 (Toss Payments): Contracts with completed payment via Toss Payments on or after August 29, 2025.
   • Rent is based on actual nights stayed.
   • Monthly rent is calculated based on 30 nights.
   • The minimum contract length for new contracts is 14 nights.
   • For stays in units of 30 nights → Monthly Rent applies.
   • For partial periods that fall short of or exceed 30 nights → Daily Rent × Number of Nights applies.
     • Daily Rent = Monthly Rent ÷ 30
       • Examples:
         • 2025.01.01 ~ 2025.01.30 (29 nights): Stay of less than 30 nights → Daily rent × 29 nights
         • 2025.01.01 ~ 2025.01.31 (30 nights): Monthly rent applied
         • 2025.01.01 ~ 2025.02.01 (31 nights): Monthly rent + 1 night at daily rate
         • 2025.01.15 ~ 2025.02.14 (30 nights): Monthly rent applied

Article 15. Contract Procedure

Tenants shall follow the procedures set by these Terms and Company regulations to conclude contracts:

1. Member registration
2. Selection of rental property and period of use
3. Tenant’s payment completion
4. Sending contract request to the host
5. Host’s approval of the request

Article 16. Payment Methods

1. Payments shall, in principle, be made by credit/debit card. Bank transfers may be allowed only in limited circumstances.

Article 17. Payment Classifications

1. V1 (Stripe): Contracts with completed payment via Stripe before August 29, 2025.

• Less than 90 nights: Lump-sum payment.
• 90 nights or more: Installments — Initial payment followed by monthly rent.
  • Initial Payment = Rent from move-in date to end of following month + Service Fee + Host Service Fees.
  • If move-in starts on the 1st, the calculation applies until the end of that month.

2. V2 (Toss Payments): Contracts with completed payment via Toss Payments on or after August 29, 2025.

• Less than 90 nights: Lump-sum payment.
• 90 nights or more: Installments — Initial payment followed by monthly rent.
  • Initial Payment = First 30 nights’ Rent + Service Fees + Host Service Fees.

3. If the Tenant fails to pay the monthly rent or maintenance fees within the designated due date under the installment payment structure, a late penalty calculated at an annual rate of 5% shall be imposed on the overdue amount. The penalty shall accrue on a daily basis and be totaled based on the actual number of overdue days.

Article 18. Contract Period and Usage Time

1. Once the host approves the request, a bilateral lease contract is deemed established for the rental space and period.
2. The lease contract is concluded with specified start and end dates, during which the tenant has the right to use the rental property.
3. Standard move-in time is 15:00 (3 PM), and standard move-out time is 11:00 AM, considering moving logistics.
4. Move-in and move-out times are recommendations and may be adjusted by agreement of host and tenant, provided the start or end dates of the contract are not altered.
5. Any agreed changes to times must be recorded/submitted in the Platform system (chat, contract, etc.). Unrecorded agreements are not recognized in case of disputes.

Article 18-1. Payment of Rent and Arrears

1. Delinquency is defined as any instance where the tenant fails to pay the rent or the scheduled payment amount in full, including cases where only a portion of the due amount is paid.
2. If a tenant fails to pay the overdue amount within 7 days of the scheduled payment date shown on the platform, late fees will begin to accrue. After 14 days, it will be considered a material breach of contract, resulting in the restriction of additional services within the platform. In such cases, the host will be guided through the contract termination process, and upon reaching the next payment date, a notice of termination will be issued in accordance with Article 640 of the Civil Act.
3. If a tenant delays the payment of rent, the Company may request the overdue amount plus late payment damages within the limits permitted by relevant laws and regulations.
4. Termination of the contract under this Article shall take effect when the host’s intent to terminate reaches the tenant through the platform’s system.

Article 19. Prohibition of Direct Transactions and Sanctions

1. Tenants must comply with the Platform’s payment and settlement procedures. It is prohibited to induce or conduct direct transactions outside the Platform. Examples include:
   • Proposing or requesting direct bank transfers or cash payments to the host
   • Attempting to conclude contracts or make payments through other services/channels outside the Platform
   • Demanding or inducing that contracts be concluded only outside the Platform
   • Exchanging personal contact details (phone number, email, SNS accounts, etc.) for the purpose of direct transactions outside the Platform
   • Accepting a host’s request for a direct transaction
   • Inducing or accepting payment outside the Platform for additional rent or other costs arising from a contract extension or change of period
2. Detection Channels and Confirmation. Direct-transaction violations are identified through the following channels, and the Company confirms and finalizes the violation based on objective supporting materials such as system records and reported information.
   • The Company’s own monitoring: system monitoring of message patterns, conduct inducing channels outside of payment, signs of contact exchange, etc.
   • Reports or complaints filed by hosts or third parties
3. Notice and Explanation Procedure
   1. Where a direct-transaction violation is objectively confirmed, the Company may give the guest prior written notice (email, alert message, etc.) of the violation, the specific grounds, the intended sanctions, and the method and deadline for explanation.
   2. The guest may file a written objection or submit explanatory materials to the Company within 7 days of receiving the notice.
   3. The Company shall review the guest’s explanation within a reasonable period and decide on the final sanction, and any intended sanction shall be held in abeyance while the explanation procedure is in progress.
4. The Company may impose sanctions only where direct-transaction circumstances are confirmed, or where a member fails to correct the behavior after notice or repeatedly violates the rule.
   • The Company shall notify the violation and intended sanctions, granting 7 days for explanation.
   • If the explanation is deemed unjustified, sanctions will be imposed depending on severity:
     • First violation: Warning or partial service restriction
     • Second violation: Temporary account suspension
     • Third or repeated violation: Permanent account suspension
5. Civil Liability and Survival of Claims
   • The prohibition on direct transactions applies regardless of whether a separate contract document is executed, and a guest who violates it and thereby causes damage to the Company shall bear civil liability therefor (including the imposition of contractual penalties).

Article 19-1. Sanctions for Tenant Non-Cooperation and Inappropriate Conduct

Purpose: This Article aims to consolidate and organize the grounds for sanctions that were dispersed across individual provisions, and to consistently establish the Company’s sanction standards and procedures for tenants falling under any of the following:

• Failing, without reasonable cause, to cooperate with or neglecting to comply with the Company’s legitimate guidance, policy application, or sanction measures
• Repeatedly causing the same or similar matters, thereby impairing the normal operation of the Platform or the interests of other users
• Engaging in inappropriate conduct, such as abusive language, threats, or sexual harassment, toward the Company’s operating personnel or support staff

1. Non-Acceptance of / Non-Cooperation with Policies

• Refusing or ignoring, three or more times without reasonable cause, matters guided by the Company based on the Terms and Policies
• Responding uncooperatively, without reasonable cause, to sanctions imposed by the Company based on the Terms and Policies (warnings, service usage restrictions, suspension of refund processing, etc.)
• Repeatedly failing, without reasonable cause, to respond to the Company’s requests for materials and explanation
• Repeatedly causing disputes/complaints of the same or similar type, thereby impeding normal Platform operation

2. Inappropriate Conduct Toward Company Staff

• Abusive language, insults, defamation of character, or personal attacks against officers/employees
• Threats, intimidation, or equivalent statements
• Sexual harassment and discriminatory remarks (including discrimination based on nationality, gender, age, appearance, etc.)
• Obstructing normal customer service through repeated, malicious claims regarding the same matter
• Attempting to expose officers’/employees’ personal information or private details

3. Stepwise Sanctions

1. First: Written warning and request for correction, with notice that subsequent sanctions may be imposed if the matter is not corrected without reasonable cause
2. Second: If not corrected within 3 business days, restriction of account use for a certain period and restriction of eligibility to make new bookings/contract requests
3. Third or more: Permanent account suspension and termination of support services. Ongoing contracts shall be wound up according to the procedures set by the Company

4. Immediate Measures The Company has a duty to protect customer-service workers under the Occupational Safety and Health Act and other relevant laws, and where a tenant engages in conduct constituting non-cooperation or inappropriate behavior, the Company may take the following immediate measures without prior warning. Depending on the severity of the matter, this includes permanent suspension and legal action.

1. Suspending the response, ending the call, or closing the ticket
2. Restricting account use for a certain period or permanently
3. Lawful follow-up measures under the Occupational Safety and Health Act

5. Company Staff Protection Authority

• To protect the normal performance of its staff’s duties, the Company may end a response without prior warning where a tenant engages in any conduct under Paragraphs 2 and 3 of this Article. The Company shall record and retain such facts and may use them as supporting evidence for imposing sanctions under this Article.

6. Application Procedure

1. The Company shall record the violation with objective materials (messages, call recordings, emails, etc.) and notify the tenant.
2. The tenant shall be granted 3 days for explanation. However, “Immediate Measures” are not subject to this item, for the purpose of the safety and protection of officers/employees.
3. If the explanation is unjustified or not submitted, the stepwise sanctions set out in this Article may be imposed.

Article 20. Deemed Agreement to the Terms

1. Upon completing payment and contract, tenants are deemed to have fully understood and agreed to these Terms, service details, host’s rental conditions, and refund regulations.
2. Tenants must review and agree to these Terms, service details, host’s rental conditions, and refund regulations prior to payment. Use of the service and completion of payment shall be deemed as consent.
3. These Terms, the service details, the host’s rental conditions, and the refund regulations are already set out in these Terms. Accordingly, even where a tenant completes payment or a contract without reviewing them, the fact that the tenant did not review them or was unaware of their contents shall not constitute grounds to refuse the application of these Terms or to object to matters deemed consented to under Paragraphs 1 and 2. The responsibility to review these Terms in advance rests with the tenant.

Article 21. Contracts by Minors

1. Tenants under the age of 19 must obtain legal guardian consent to enter into contracts.
2. Contracts concluded without guardian consent may be invalidated or canceled upon request by the tenant, guardian, or host.
3. Contract cancellations under this Article shall follow the same penalty and refund rules as ordinary cancellations.
4. The Platform and host may verify guardian consent and may require submission of supporting documents such as IDs, family relation certificates, or consent forms.
5. If guardian consent is not confirmed or if the tenant fails to provide proof within a reasonable period despite requests, the contract may be terminated. Any resulting liability lies with the minor or their guardian.

Article 22. Rejection of Contracts

1. If the host cannot accept a contract request for the requested period, the host must inform the tenant with a valid reason.
2. If a host does not respond within 24 hours of a tenant’s request, the request is automatically rejected and the tenant receives a full refund.
   1. However, if the period from the time of the contract request to the move-in date is less than 24 hours, the request is automatically rejected immediately if the host does not respond by 00:00 (midnight) on the move-in date, and the tenant receives a full refund.
3. If a host repeatedly rejects contracts without valid reasons, the Company may impose sanctions such as reduced exposure, blocking availability on the calendar, or account restrictions, in accordance with its internal policies.

Article 23. Host-Initiated Contract Cancellation

1. Once a host has accepted, the host may not unilaterally cancel the contract.
2. If the host cancels the contract due to the host’s own circumstances, the host shall bear the penalty.
   • Host’s duplicate booking
   • Host’s simple change of mind
   • Expiration of the host’s own lease term
   • Building malfunction (electricity, boiler, etc.) and resulting repairs, construction, or interior work
3. If a host cancels a contract prior to move-in, the tenant shall receive a full refund of the total payment (including fees).
4. If a host unilaterally terminates the contract during the lease period or induces early tenant move-out, the tenant shall be refunded all rent and fees for the remaining period, excluding already-occupied days.
5. If a tenant is notified by a host that the property cannot be provided, the tenant must not cancel directly through the Platform; instead, the host must request the cancellation through the Platform.
6. The Company may assist in finding alternative housing where possible, but if the tenant declines re-contracting, a refund shall apply.
7. Cancellations due to force majeure (natural disasters, government orders, etc.) shall follow the Force Majeure provisions herein.
8. Refunds and assistance under this Article are processed based on the Platform server (KST) notification time.

Article 24. Contract Cancellation (Before Move-in)

1. Tenants may cancel contracts themselves via My Page prior to move-in without requiring host agreement.
2. Cancellation penalties apply as specified in these Terms and are automatically settled through the Platform.
3. Cancellation and penalty calculations are based on the Platform’s recorded cancellation request receipt time (server time, KST).
4. Network delays or device errors shall not be accepted as valid grounds for timing adjustments.
5. Mid-stay early termination or contract shortening shall follow the contract modification provisions of these Terms.

Article 25. Refund Policy

1. Penalties are calculated according to contract type.
2. Service fees are separate from host penalties and are not included in penalty amounts.
3. If the tenant's cumulative payment is less than the penalty, the tenant must pay the shortfall.
4. Unused host services (e.g., bedding package, cleaning fees) shall be fully refunded.
5. After the free cancellation period, service fees are non-refundable if cancellation is due to tenant reasons.
6. Service fees are generally non-refundable unless an exemption reason applies.
7. Once the tenant-host contract has ended, refunds may no longer be requested.

Article 26. Penalty Policy

1. V1 (Stripe): Contracts completed before August 29, 2025 via Stripe.
   • Penalties are calculated based on total rent.
   • Cancellation penalties are as follows:
     • 61+ days before move-in: None
     • 60–31 days before: 10% of total rent
     • 30–8 days before: 20% of total rent
     • 7–4 days before: 30% of total rent
     • 3–1 day before: 50% of total rent
     • Within 24 hours of move-in: 70% of total rent
2. V2 (Toss Payments): Contracts completed on or after August 29, 2025 via Toss Payments.
   • Penalties are calculated based on one month’s rent (30 nights).
   • If the contract is 30 nights or less, penalties are calculated based on the total rent portion of the amount paid.
   • Cancellation penalties are as follows:
     • 45+ days before move-in: None
     • 44–31 days before: 10% of monthly rent
     • 30–15 days before: 50% of monthly rent
     • 14–8 days before: 70% of monthly rent
     • 7 days before to move-in/no-show: 100% of monthly rent
3. If a tenant modifies a contract (extension/shortening) and then cancels shortly after, penalties are calculated based on the original contract date, applying whichever is less favorable between the original and modified terms.

Article 27. Refund of Service Fees & Free Cancellation

1. V1 (Stripe): Contracts completed before August 29, 2025 via Stripe.
   • Cancellation 61+ days before move-in and within 7 days of payment (including payment date/time): Service fee refunded.
   • Cancellation within 60 days of move-in and within 24 hours after payment: Service fee refunded.
   • Cancellations within 24 hours of move-in are not eligible for free cancellation; penalties apply.
2. V2 (Toss Payments): Contracts completed on or after August 29, 2025 via Toss Payments.
   • Within 24 hours after payment (excluding the 24 hours before the move-in time, KST): None (Full refund including service fee).
     • However, where the contract request is made on the day before the move-in date, a full refund shall be available only until 14:59 KST on the day before move-in.
   • Even if cancellation is made within 24 hours after payment, free cancellation does not apply where the time of cancellation falls within 24 hours of the default check-in time of the move-in date set in the Company’s system (KST) — i.e., when move-in is very imminent — and a penalty (100% of monthly rent) shall be imposed.
   • The Tenant service fee(=Platform service fee) is non-refundable after 24 hours have elapsed from the payment time.

Article 28. Standard for Calculating Cancellation/Refund Timing

1. “X days before” refers to cancellation requests received prior to the scheduled move-in time (default 15:00 KST) on the respective date.
2. “Within 24 hours” refers to 24 hours from the payment timestamp, and does not apply from the day before move-in.
3. All timing calculations are based on the Platform server timestamp (KST). Network delays or device errors are not accepted.

Article 29. Grounds for Waiver of Tenant Penalties and Fees

1. Force Majeure Events
   • Natural disasters (earthquakes, volcanic eruptions, typhoons, etc.)
   • War or other situations of social upheaval
   • Inability to use the accommodation due to orders or regulations issued by the government or public authorities
   • Matters concerning the definition, scope of application, review criteria, required documents, scope of penalty waiver, contract modification, and compensation claim procedures under this paragraph shall be governed by Article 29-2 (Force Majeure).
2. Events Attributable to the Host
   • Cancellation of the contract due to circumstances on the host’s part
   • Events for which the host bears responsibility, such as duplicate bookings, cessation of operations, or inability to provide accommodation
3. In order to receive a waiver of penalties and fees on the grounds set forth above, supporting documents sufficient to substantiate the relevant grounds must be submitted.

Article 29-1. Force Majeure

Paragraph 1. Definition of Force Majeure

For the purposes of this Article, "force majeure" refers to a situation in which the performance of a contract is objectively impossible due to external causes beyond the reasonable control of the parties, and applies to the following cases:

1. Events That Qualify
   • Unforeseeable natural disasters and severe weather emergencies (earthquakes, volcanic eruptions, typhoons, etc.)
   • War, armed conflict, or situations of social upheaval
   • Inability to use the accommodation due to orders or regulations issued by the government or public authorities
2. Events That Do Not Qualify
   • Any weather or natural variations, and all accompanying conditions, that ordinarily occur or are reasonably foreseeable due to the climate, terrain, season, natural environment, or other regional characteristics of the relevant area.
     • Examples of foreseeable weather conditions include, but are not limited to:
       • Hurricane season in a specific region,
       • Seasonal snowstorms and cold waves in the Northern Hemisphere during winter,
       • Recurring wet and dry seasons,
       • Strong winds and heavy rainfall during typhoon season,
       • Seasonal flood periods with a high risk of flooding,
       • Heavy snowfall, extreme heat, drought, fog, hail, sandstorms, and other weather phenomena that are ordinarily foreseeable on a regional or seasonal basis
   • Unexpected injury or illness
   • Obligations arising from government orders, such as jury duty or court appearances
   • Disruptions to transportation, such as airline bankruptcy, flight cancellations, transportation strikes, or road closures due to maintenance
   • Reservations made at a time when the relevant force majeure event had already been publicly announced or was objectively recognizable
   • Where the tenant's point of departure and destination are outside the area directly affected by the force majeure event, restrictions on operations at transit or transfer points alone shall not constitute force majeure.

Paragraph 2. Force Majeure Effective Date

Upon the occurrence of a force majeure event, the Company shall separately determine the force majeure effective date, taking into account the nature, scale, and scope of impact of the event. The determined effective date shall be communicated through official notices, and the force majeure waiver review shall apply only to reservations made prior to such effective date.

Paragraph 3. Required Documents

All of the following documents must be submitted in their entirety for the review of penalty and fee waivers on the grounds of force majeure. If any document is missing or the supporting evidence is insufficient, the case shall be excluded from the eligibility review.

1. Official flight cancellation notice from the airline clearly stating the reason for cancellation: An official announcement from the airline or an individual cancellation notice for the relevant flight that specifies the concrete reason for cancellation (war, airspace closure, natural disaster, government order, etc.). Notices that merely state "flight cancelled" without further detail shall not be accepted.
2. Actual airline ticket for the booked flight: An e-ticket or booking confirmation that shows the passenger name, departure city, destination city, date of travel, and flight number. The actual date of ticket issuance and the current ticket status (Cancelled) must also be verifiable. The issuance date serves to confirm whether the booking was made prior to the occurrence of the force majeure event, and the ticket status serves to verify whether the flight was actually cancelled.
3. Proof of airline ticket refund completion issued by the card company or payment gateway (PG): A card cancellation receipt confirming that the airline ticket payment was actually cancelled and refunded. A refund confirmation screen from the airline's own system shall not be recognized as proof issued by the card company or payment gateway.
4. Documentation confirming the absence of alternative flights: At least one of the following: an official announcement from the airline confirming that no alternative flights to Korea are available, records of inquiries to customer service (chat or email), or a notice of unavailability of alternative flights.
5. In cases of contract cancellation due to force majeure events other than flight cancellations: Official documents issued by a public authority or an authorized body that objectively substantiate the occurrence of the event and the impossibility of fulfilling the contract. Examples include evacuation orders, entry bans, or movement restriction notices issued by the government or local authorities; official disaster declarations from disaster and safety authorities; quarantine orders from medical institutions; and airport or port closure notices. Unofficial materials such as news reports, personal statements, or social media posts shall not be accepted as standalone evidence.

Paragraph 4. Scope of Penalty Waiver

1. Where all required documents have been submitted and it has been objectively demonstrated that check-in is impossible:
   • If all documents are submitted prior to the check-in date, the reservation shall be processed as a cancellation.
     • A full refund shall be issued. In addition to the penalty waiver, the platform service fee shall also be waived.
   • If all documents are submitted during the stay period, the date of submission shall be deemed the check-out date, and the reservation shall be processed as an early termination.
     • Period from check-in date to early termination date: Non-refundable (funds retained by the host)
     • Period from early termination date to the original check-out date: Partial refund
     • The platform service fee shall be charged at only 10% of the pro-rated rent for the recalculated period resulting from the delay in document submission and explanation, and the remaining period of non-occupancy shall be subject to a partial refund in the same manner.

Paragraph 5. Contract Modification Due to Force Majeure Events

1. Date Change: Only when the original flight has been cancelled due to a force majeure event but an alternative flight is available, the tenant may change the check-in date once without penalty, subject to the host's prior consent. If the tenant requests a date change two or more times for the same reason, the host's separate consent is also required; if the host does not consent, the request shall be treated as a contract cancellation and the cancellation and refund provisions of these Terms shall apply.
2. Duration Change: Since a reduction in the contract period (number of nights) directly affects the host's revenue, the host's separate consent is entirely required for any change in duration.
3. If the host does not consent to the date change, the tenant may only proceed through the contract cancellation process rather than contract modification, in which case the penalty waiver provisions of this Article shall apply for the review.
4. If no alternative flight is available and the performance of the contract itself is impossible, the case shall be processed as a contract cancellation rather than a date change, and the penalty waiver shall be determined after submission of all required documents and completion of the review.
5. If the tenant cancels the contract after changing the check-in date pursuant to this paragraph, Article 27, Paragraph 3 shall apply mutatis mutandis, and the less favorable standard between the original contract and the modified contract shall be applied.

Paragraph 6. Miscellaneous

1. Where the force majeure waiver review results in a partial refund, or where the event does not qualify as force majeure, the tenant and host may voluntarily negotiate a mutually acceptable resolution, such as additional refunds or reservation date changes.
2. Any refund exceeding the amount calculated under this Article shall be entirely at the host's discretion, and the Company shall neither intervene in nor guarantee the fulfillment thereof.
3. If the parties are unable to reach an agreement or negotiations break down, the Company shall apply the standards calculated under these Terms and this Article as the final determination.

Paragraph 7. Guidance on Compensation Claim Procedures

1. Where the event does not qualify as force majeure, the appropriate parties for claiming compensation for losses arising from flight cancellations or delays are the relevant airline and the individual's travel insurance; the Company shall bear no obligation to provide compensation therefor.
2. The Company may cooperate within a reasonable scope, such as providing necessary reservation-related documentation, to assist the tenant in filing a compensation claim with the airline or insurance company.

Article 30. Exclusions from Penalty and Fee Exemption

The following do not qualify for penalty or fee exemptions:

1. Simple change of mind or personal reasons
2. Forced eviction due to prohibited conduct such as violent acts, crimes, indoor smoking
3. Entry denial or visa refusal (considered personal reasons; tenants must confirm visa and entry conditions in advance)
4. Flight cancellations or changes due to weather (contract changes must be requested instead of cancellation)
5. Partial reductions may be possible if agreed with the host.

Article 31. Contract Modification

Contract modification refers to shortening or extending the lease term at the tenant’s request.

1. Early Move-in: Advancing the contract start date. Upon agreement with the host and a request to the Platform, the Platform may charge the guest the pro-rated amount, and it is confirmed upon completion of payment.
2. Extension: Postponing the contract end date. Requests must be made and paid through the Platform, effective only after host approval.
   • Additional rent is charged for the extended period.
   • Extensions are considered separate new contracts and may be canceled or modified independently.
   • General cancellation/modification rules apply to extensions.
3. Delayed Move-in: Postponing the contract start date. Must be notified to the host in advance.
4. Early Move-out: Terminating the contract before the original end date.
   • If the tenant requests an early move-out, the host has a duty to negotiate within a reasonable scope, and once approved, the standard penalty rules of these Terms apply. The penalty may be reduced or waived by agreement with the host.
   • If the tenant moves out unilaterally without consent, it is deemed abandonment, and the full already-contracted rent (monthly rent, etc.) may be charged. In this case, the refund rules do not apply.
   • The host must immediately report the unauthorized move-out to the Platform, and the Company shall proceed with the relevant claim procedures after verification.
5. Change of Move-in Date Before Occupancy
   • Shortening the Lease Term: If a tenant wishes to shorten the contract period before the move-in date, prior approval from the host is mandatory. The host may refuse the change request on the grounds of infringement on reliance interests associated with a long-term contract.
   • Options upon Refusal: If the host refuses the change, the tenant may either maintain the original contract or terminate it in accordance with the Cancellation/Penalty provisions of these Terms and Conditions. Alternatively, the tenant may adjust the dates by paying a penalty under the Early Checkout provisions after moving in.
   • Approval with Conditions: Even if the host approves the request to shorten the term, the host may present a separate Change Penalty (or Change Fee) as a condition for approval to compensate for operational losses resulting from the change in period.

Article 32. Procedure for Contract Modification

1. Except for extensions, all modifications may be finalized freely through prior agreement between tenant and host.
2. To ensure smooth service and prevent disputes, both parties must notify the Platform of agreed modifications.
3. Failure to provide documents or notification despite Platform requests may disadvantage the non-complying party in refund/penalty calculations.
4. The Platform only records and manages contract modifications and does not validate or intervene in their substance.

Article 33. Refund Calculation for Contract Modification

1. Refund = (Cumulative Paid Amount – Penalty).
2. Additional payments may be required depending on the cumulative amount paid.
3. Host services already provided (bedding package, move-out cleaning fees, etc.) are non-refundable.
4. Even after modification, amounts already paid are non-refundable, unless an exemption applies under these Terms.
5. Refunds are not available once the tenant-host contract ends.
6. Upon termination of the contract, the platform service fee shall waive the fee for the unused remaining period, and shall only be imposed at the platform commission rate on the amount already paid and the penalty fee.

Article 34. Penalty for Contract Modification

1. Penalties for modification are calculated using the following formula:
   • (Initial Total Rent – New Total Rent) × Penalty Rate

Article 35. Delayed Move-in Policy

1. Tenants may move in later than the contract start date if they notify the host in advance.
2. Rent for the delayed period is not refundable.
3. However, if the host consents separately, such rent may be refunded.

Article 36. Early Move-out Policy

1. Desired Move-out Date: The date the tenant actually wishes to vacate.
2. Declaration Date: The date the tenant officially notifies the host of intent to move out early.
3. Penalty Rules:(Updated: Nov 11, 2025)
   1. Installment Payment (Contracts of 90+ Nights)
      • Declaration Made 60 Days or More Prior to the Desired Move-out Date
        • No Termination Fee shall be imposed.
        • The Tenant shall be responsible only for the rent corresponding to the Actual Period of Stay, calculated on a daily pro-rata basis.
      • Declaration Made Within 60 Days of the Desired Move-out Date
        • A Termination Fee equivalent to one month of rent shall be imposed.
        • The Tenant shall be responsible for the rent corresponding to the Actual Period of Stay, calculated on a daily pro-rata basis.
        • However, if the Declaration Date falls within 60 days of the original Contract End Date, no refund shall be issued.
   2. Full Upfront Payment (Contracts of Less than 90 Nights)
      • Early Move-out: No Refund
4. Note
   • Platform Fee: If any penalty fee is incurred, the Platform Service Fee will also be charged additionally.
   • Negotiation: The penalty fee may be adjusted with the host’s explicit consent.

Article 37. Contract Extension

1. Definition: Contract extension means postponing the contract end date to continue residing in the same property.
2. Extension Request Procedure:
   • Tenants must request and pay for the extension through the Platform.
   • The extension becomes effective once the host approves the request.
   • Extension requests can be made via the contract history on My Page, and may be approved only if no existing or other contract exists for the requested period.
3. Payment Conditions:
   • If the extension is less than 60 nights: full rent and fees must be paid at the time of contract.
   • If the extension is 60 nights or more: first payment followed by installments every 30 nights.
   • Additional rent applies for the extended period; approval is granted only after payment confirmation.
4. Contract Relationship:
   • Extension is treated as a separate, independent contract.
   • Each contract (original and extended) can be canceled or modified independently, subject to the cancellation/modification rules applicable at the relevant time.

Article 38. Definition of Dispute and Resolution Procedure

1. Disputes between tenants and hosts include disagreements over contract terms, property condition, services, monetary claims, and other issues during contract execution.
2. Even if not explicitly listed under dispute clauses, violations of rights, obligations, or responsibilities specified in these Terms are also considered disputes.
3. If negotiations fail, disputes are handled through the Company’s resolution procedure. The Company is not a contracting party but acts only as a mediator.
4. Step 1: Direct Negotiation (Mandatory)
   • Parties must attempt to resolve disputes directly first. Claims without such attempts may not be recognized.
   • Using Platform messages is recommended for transparency and future reference.
5. Step 2: Formal Filing with Dispute Center
   • If negotiation fails, either party may file a dispute with the Company’s Dispute Center.
   • Photo, video, invoices, and other objective evidence must be submitted. Claims may be limited if the filing deadlines specified in each provision are missed.
6. Step 3: Mediation by the Company
   • The Company reviews claims and evidence and initiates mediation within 3 business days of filing.
   • Timelines may be extended if additional documentation or fact-checking is required.
7. Step 4: Final Decision and Settlement
   • The Company determines refunds, compensation, or settlements based on evidence and policies.
   • Unreasonable claims or those lacking reasonable evidence may be dismissed, and the Company’s decision becomes the final standard where the parties fail to reach agreement.
   • The Company notifies each party of its decision, and settlements are reflected accordingly.

Article 39. Tenant-Initiated Disputes

1. Before Move-in
   • Tenants must carefully review property details (location, price, amenities, refund policies, house rules, etc.) before signing. A tenant who fails to fulfill this review duty may not request a refund on the grounds of a simple change of mind.
   • Hosts must accurately disclose property details. False/misleading listings, omission of major information, or adding new rules without tenant consent after the contract are prohibited.
   • Tenants may cancel without penalty in the following cases:
     • Host adds new rules not disclosed at booking.
     • Essential contract conditions such as property location, size, amenities, and services materially differ from actual.
     • Advertised descriptions (e.g., “10 minutes”) are significantly misleading compared to reality (e.g., 25+ minutes).
   • When requesting cancellation, tenants must immediately secure evidence (photos, videos, etc.) and file with the Company within 72 hours of booking or within 24 hours of discovery.
2. At Move-in (Within 24 Hours)
   • If, after move-in, cleanliness deficiencies, poor hygiene, major facility failure, or a material mismatch between the listing and the actual property (address, amenities, facilities, etc.) is found, tenants must immediately secure evidence (photos, videos, etc.) and first request correction from the host within 24 hours.
   • Hosts must promptly fix issues or, where necessary, propose an alternative property. Essential utilities (electricity, water, gas, heating, cleanliness) must be repaired within 24 hours, and general furniture/appliances must, in principle, have repairs commenced within 48 hours and be completed within a reasonable time.
   • If the host fails to respond within 24 hours, or if the normal use of the property remains impossible despite measures taken, tenants may request a refund or alternative accommodation support from the Company within 72 hours of occurrence. Disputes not raised within the deadline may be limited as to refund/compensation requests due to the difficulty of securing evidence.
   • Where a dispute is filed, the Company shall recognize the rent up to the filing date as the amount scheduled for settlement to the host, but the actual settlement shall be adjusted according to the dispute outcome. Even if the tenant stayed at the property, if it is proven that the normal residence guaranteed under the contract was impossible, the rent for that period shall be refunded; if the property was usable but caused inconvenience, the Company may recognize only reasonable compensation such as a rent reduction. Rent after the filing date is held until the dispute concludes.
   • The tenant or host must submit relevant materials and their position within 24 hours for urgent matters or 72 hours for general matters from the date of the Company’s request; failure to submit within the deadline shall be deemed insufficient proof of the facts and may result in an unfavorable decision.
   • If, during dispute handling, the tenant unilaterally moves out while the host’s correction/improvement process or the Company’s mediation procedure is in progress, the tenant’s intent to resolve the dispute shall be deemed insufficiently demonstrated, which may work unfavorably in the refund/compensation decision. This shall not apply, however, where a ground constituting a “critical issue” as defined in this Article is proven by objective materials such as photos/videos, and the Company recognizes that normal residence is impossible.
   • If the host fails to respond within a reasonable time to a critical issue arising on the move-in day, the tenant may immediately request mediation from the Company.
     • A “critical issue” means a situation severe enough that the tenant cannot normally move in and use the property. Examples include:
       • A state of cleanliness so poor as to exceed ordinary levels, making residence significantly difficult from a hygiene standpoint (e.g., trash left behind, severe foul odor, large quantities of a previous tenant’s items remaining)
       • Provision of a property materially different from the contract (mismatched address/location, different rental space)
       • Cases where essential move-in information such as the access code, key, or detailed address is missing or incorrectly provided, preventing the tenant from moving in
   • If the host does not improve the issue or propose an appropriate alternative, the tenant may request a refund or alternative accommodation support from the Company. However, the Company does not guarantee the provision of alternative accommodation and supports it within a possible scope. If alternative accommodation cannot be provided, the refund procedure applies first.
3. During Tenancy
   • Where a failure or interruption of facilities/services guaranteed under the contract, or a host’s non-performance of duty, occurs during the tenancy, the tenant must immediately request correction from the host, secure evidence such as photos/videos, and request correction from the host within 48 hours of becoming aware of the issue.
     • Representative examples include:
       • Failure of essential utilities (electricity, water, gas, heating).
       • Failure of included furniture/appliances (washing machine, refrigerator, bed).
       • Structural defects (serious leaks/mold, pest/security issues).
       • Host entering the property without the tenant’s consent.
     • This excludes failures or damage caused by the tenant’s intent or gross negligence.
   • The host must immediately commence the resolution process, and:
     • For essential utilities (electricity, water, gas, heating), begin repairs within 24 hours and complete within a reasonable time.
     • For general facilities such as furniture/appliances, begin repairs within 7 business days and complete within a reasonable time.
   • If the host does not respond within 24 hours despite the tenant’s correction request, or if a state in which normal residence is impossible persists or recurs despite improvement efforts, the tenant may request a refund/compensation or alternative accommodation support from the Company within 72 hours of the issue arising. Disputes not raised within the deadline may be limited as to refund/compensation requests due to the difficulty of securing evidence.
   • Where a dispute is filed, the Company shall recognize the rent up to the filing date as the amount scheduled for settlement to the host, but the actual settlement shall be adjusted according to the dispute outcome. Even if the tenant is in residence, if it is proven that normal residence is impossible, the rent for that period shall be refunded; if normal residence is possible but inconvenience was caused, the Company may recognize only reasonable compensation such as a rent reduction. Rent after the filing date is held until the dispute concludes.
   • The tenant or host must submit relevant materials and their position within 24 hours for urgent matters or 3 business days for general matters from the date of the Company’s request; failure to submit within the deadline shall be deemed insufficient proof of the facts and may result in an unfavorable decision.
4. After Move-out
   • Tenants cannot request new refunds or compensation after move-out.

Article 40. Host-Initiated Disputes

1. Before Move-in
   • If a tenant provides false information or intends to use the property for a purpose different from the contract (e.g., accompanying persons exceeding the maximum occupancy, commercial use, illegal stay), the host may terminate the contract, in which case the tenant shall bear penalties under the contract-cancellation penalty provisions of these Terms.
   • If, after the contract, a tenant demands excessive special terms or rent reductions without valid reason, making contract performance difficult, the host may request the Company to file a dispute, and whether to terminate the contract and impose penalties shall be decided at the Company’s discretion.
   • If a tenant causes a serious risk of crime or a safety hazard, the host may terminate the contract by submitting objective evidence and may claim penalties if necessary.
2. During Tenancy
   • Where normal rental operation becomes impossible due to the tenant’s breach of contractual obligations, rule violations, illegal acts, etc., the host must secure objective evidence such as photos/videos/message records and request correction from the tenant within 24 hours.
   • If the tenant fails to respond within 48 hours of receiving the correction request, or repeatedly continues the violation, the host may request the Company to file a dispute.
   • Representative grounds include:
     • The tenant violating property rules specified or agreed at the time of contract (no smoking, no pets, etc.).
     • The tenant having a third party reside long-term in excess of the contracted maximum occupancy.
     • The residency status of the tenant or an accompanying person being found to be illegal or false.
     • The tenant causing a serious safety risk such as crime, violence, or facility destruction.
   • Even in cases not specified in the above provisions, where a tenant causes a material disruption to normal rental operation through conduct beyond a socially reasonable scope (e.g., persistent excessive noise/disturbance, intentional destruction of facilities), this is deemed a breach of contract and the host may request the Company to file a dispute.
   • The Company may review both parties’ materials and decide on necessary measures such as contract termination and the imposition of penalties.
3. After Move-out
   • If the tenant damages or heavily soils the property, or if non-payment or additional costs arise, the host may charge such costs on that basis.
   • The host must secure objective evidence such as photos/videos within 72 hours after move-out and submit it to the Company together with materials such as repair estimates and cleaning fee receipts.
   • The Company may, at the host’s request and with both parties’ agreement, proceed with payment processing on their behalf, and the tenant may raise an objection within 3 business days. If no objection is raised within the deadline, the claim may be finalized.
   • The Company reviews the claimed amount and supporting materials and may adjust them within a reasonable scope.
   • If the tenant fails to pay the costs within the designated period from the date the claim is finalized, the Company may automatically process the payment through the tenant’s registered payment method; this shall be deemed the tenant’s prior consent, given by agreeing to these Terms, to the Company’s authority to execute payment when a ground attributable to the tenant arises.
   • However, minor wear and scratches from ordinary living use and standard-level cleaning costs are not subject to a claim.

Article 41. Principles of Compensation (Between Parties)

1. Direct Loss Only: Limited to actual direct losses such as repair costs, cleaning costs, and alternative housing costs, and the amount of loss shall be calculated based on the reasonable market rate ordinarily required for restoration. The claiming party must submit objective materials such as estimates and receipts, and for claims that significantly exceed the market rate or are excessive, the Company may adjust them to a reasonable scope or request additional materials such as multiple estimates, and any portion attributable to aging or pre-existing defects shall be excluded from the calculation.
2. Exclusion of Indirect Losses: Indirect or special losses such as lost business due to contract cancellation, emotional damages, and opportunity costs are not covered.
3. Cap on Liability: Compensation cannot exceed actual direct loss.
4. Procedure: Once a dispute is finalized, the Company shall process settlement, additional charges, or refunds within 10 business days, in accordance with the parties’ agreement or the Company’s mediation decision.

Article 42. Compensation, Service Fees, and Recourse (When Host at Fault)

1. If urgent action is needed for safety, health, or crime, the Company may advance costs for relocation, temporary housing, medical support, etc., to protect the tenant.
2. Such compensation is paid by the Company temporarily, but the Company exercises its right of recourse against the party clearly at fault to claim the relevant amount.
3. The Company may deduct such costs from settlements first and demand additional payment if insufficient.
4. The Company’s compensation cannot exceed the actual direct costs incurred.

Article 43. Intellectual Property Rights

1. All rights in the Platform, services, database, software, design, text, images, and logos belong to Enko Withers Co., Ltd. or rightful owners.
2. Tenants may not reproduce, distribute, transmit, publicly display, or create derivative works without prior written consent.
3. Tenants must ensure they hold rights to, or have secured lawful title for, any content uploaded to the Platform and not infringe third-party rights.

Article 44. Review Policy

1. EnkoStay’s reviews consist of tenant feedback and host responses, aiming to mutually respect and protect the rights of both parties in a balanced manner.
2. Tenants may write reviews from the point at which half of the total residence period has passed since the move-in date.
3. Hosts may respond to tenant reviews.
4. Reviews written by tenants are publicly displayed on the web page, and hosts may not arbitrarily delete or hide them.
   • However, a host wishing to delete a review may request the Company to do so, and the Company reviews whether to delete it through its screening process. The Company does not confine its judgment to particular expressions in the review, but determines eligibility by comprehensively considering the entire content of the review and the circumstances of its writing.
5. Hosts may not coerce tenants into manipulating ratings or solicit them to write fake reviews.
   • The Company may impose disadvantages for violations.
6. Reviews falling under the following are deleted or made private without notice after an administrator’s confirmation:
   • Explicit sexual content or profanity
   • Hate, anti-social, or unethical remarks targeting a specific host or tenant, or content that is clearly written to harm the other party as evident from the objective circumstances
   • Content unrelated to rental use
   • False content clearly different from objective facts or reviews that distort facts
7. Copyright of reviews and ratings written by tenants belongs to the author.
   • Tenants grant the Company a non-exclusive, perpetual, royalty-free license for service operation, quality control, and promotion.
   • External commercial advertising use requires separate tenant consent.
   • Tenants warrant reviews do not infringe others’ rights. The Company may hide/remove content suspected of violating laws or infringing rights.

Article 45. Individual Contracts and Relationship with These Terms

1. These Terms serve as the minimum standard for tenant protection. Tenants and hosts may create separate written agreements.
2. If the individual contract differs from these Terms, the individual contract prevails only if:
   • It was agreed in writing (including electronic documents) or in a clear manner before or at the time of contract.
   • Both parties have confirmation or supporting records (Platform messages, emails, etc.).
3. Individual agreements are invalid and these Terms prevail if:
   • They impose conditions less favorable to the tenant than the minimum standard of these Terms.
   • They violate applicable laws or administrative guidelines.
4. If an individual agreement is more favorable to the tenant, it is valid as long as it does not conflict with laws.
5. If the existence of an individual agreement is unclear or there is no supporting evidence in case of a dispute:
   • The tenant and host must first attempt direct negotiation.
   • If negotiation fails, the Company applies its standard refund policy.
6. The Company does not bear refund, compensation, or mediation responsibility for matters arising solely from individual agreements.

Article 46. General Provisions

1. These Terms constitute the entire agreement between the Company and members, superseding all prior oral or written agreements.
2. Failure or delay by the Company to enforce any right under these Terms does not constitute a waiver.
3. Members may not assign or delegate rights or obligations under these Terms to third parties without prior written consent from the Company.
4. Notices from the Company take effect upon delivery to the member’s registered email, Platform notifications, or other appropriate means.
5. If any part of these Terms is found invalid, illegal, or unenforceable, the remaining provisions remain effective.

Article 47. Governing Law and Jurisdiction

1. These Terms are governed by the laws of the Republic of Korea.
2. In the event of a dispute related to these Terms, the competent court at the Company’s principal place of business shall have exclusive jurisdiction for the first instance.

Article 48. Amendments and Effective Date

1. The Company may amend these Terms within the scope permitted by law.
2. Amendments must be announced at least 7 days in advance, specifying effective date and reasons.
   • However, for unfavorable or material changes, notice must be given at least 30 days in advance.
3. Announcements are made via Platform notices or email.
4. Amended Terms apply only to contracts executed after the effective date.
5. If a member consents, the amended Terms may also apply to existing contracts.

Article 49. Effective Date

1. These Terms (v2.0) take effect on June 15, 2026 (KST).

Article 50. Contact

1. All inquiries regarding these Terms may be sent to:stay_support@enko.kr

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