Terms of Service

Terms of Service

Last Updated: January 2026

These Terms of Service ("Terms") constitute a legal agreement between you and OnsStay ("Company," "we," "us," or "our"). By accessing or using the OnsStay website, mobile application, or services, you agree to be bound by these Terms.

1. User Accounts

To use certain features of OnsStay, you must create an account. You agree to:

• Provide accurate, current, and complete information
• Maintain the confidentiality of your password and account information
• Accept responsibility for all activities under your account
• Notify us immediately of any unauthorized access
• Comply with all applicable laws and regulations

We reserve the right to suspend or terminate accounts that violate these Terms.

2. Booking & Reservations

Guest Responsibilities

• You are responsible for ensuring the property meets your needs
• You must comply with all property rules and local regulations
• You are liable for any damage caused during your stay
• Maximum occupancy limits must be respected
• Noise restrictions and quiet hours must be observed

Host Responsibilities

• Properties must be clean, safe, and as described
• All amenities advertised must be functional
• Hosts must provide accurate check-in instructions
• Hosts must respond to guest inquiries within 24 hours
• Hosts must maintain property standards throughout the booking

3. Payments

• All prices are displayed in AED (United Arab Emirates Dirham)
• Prices include accommodation but may exclude service fees and taxes
• Payment must be completed before booking confirmation
• We accept major credit cards and digital payment methods
• All transactions are processed securely through encrypted channels
• Tamara Pay Later is available for eligible bookings (Shariah-compliant)

4. Cancellation Policy

OnsStay offers four cancellation policy tiers that hosts can choose from when listing their property. Each tier defines the guest's cancellation rights — how much time they have to cancel and what refund they receive. For detailed information, please visit our Cancellation Policy page.

Guest Cancellation Rights

Key Points

• Hosts select their preferred cancellation policy tier when listing their property. The chosen tier is displayed on the listing so guests can review it before booking.
• Refunds are either 100%, 50%, or 0% depending on the tier and when the guest cancels.
• The person who initiates the cancellation is responsible for any applicable payment gateway charges. If the guest cancels with no refund (0%), no gateway charges apply since no refund is processed.
• Refunds can be credited instantly to your OnsStay Wallet, or processed to your original payment method within up to 15 business days.
• Force majeure events (government restrictions, natural disasters, health emergencies) qualify for full refunds regardless of policy tier.
• For detailed cancellation scenarios and refund calculations, see our Cancellation Policy and Refund Policy pages.

5. User Conduct

You agree not to:

• Engage in harassment, discrimination, or abusive behavior
• Post false, misleading, or defamatory content
• Attempt to bypass security measures or access unauthorized areas
• Engage in illegal activities or violate local laws
• Spam, phishing, or distribute malware
• Infringe on intellectual property rights
• Resell or transfer bookings without authorization
• Engage in fraudulent activities or payment disputes

6. Limitation of Liability

OnsStay's liability is limited to the amount paid for the booking in question. We are not responsible for:

• Property conditions not disclosed by hosts
• Third-party actions or host misconduct
• Service interruptions or technical issues
• Loss of data or unauthorized access
• Injuries or accidents at properties

7. Dispute Resolution

In case of disputes:

1. Contact our support team at support@design.onsstay.com
2. Provide detailed information and supporting documentation
3. We will investigate and respond within 7 business days
4. If unresolved, disputes may proceed to mediation or arbitration
5. Both parties agree to binding arbitration under UAE law