Terms of Service

Last updated: March 17, 2025

Welcome to Buenro!

Buenro is a platform designed to transform online connections into real-world encounters. Through our platform, Buenro offers users services to facilitate organizing and joining group-bookings of short-term rental of properties, while easily handling invitations, communication and cost splitting. We believe in fostering genuine connections through shared experiences in real life. The app is accessible only for users 21 and older.

These Terms of Service "TOS" govern all financial transactions made through the Buenro platform, including bookings, reservations, processing payments, and utilizing any promotional credits or discounts. They apply to all users who engage in such transactions on the platform.

These TOS are in addition to, and should be read in conjunction with, our Terms of Use (TOU), which govern the general use of the Buenro platform and apply to all users, regardless of whether they engage in financial transactions.

By initiating or completing a financial transaction on the Buenro platform, you agree to be bound by these TOS, our TOU, and our Privacy Policy.

IF YOU DISAGREE WITH ANY PART OF THESE TERMS, YOU MAY NOT PROCEED WITH ANY FINANCIAL TRANSACTIONS ON THE PLATFORM.

Definition of Terms

• "App" or " Platform": Refers to the Buenro mobile application and any associated websites, services, and content.
• "User": Means any individual who accesses or uses the App.
• "Content": Includes text, images, videos, audio, and any other materials generated, provided, or displayed on the App.
• "Booking": Refers to the reservation of a property or service by a Curator for a private group rental facilitated through the App.
• "Property": Refers to any accommodation listed on the App.
• "Property Manager": Refers to any User or 3rd Party Provider who lists a Property on the App.
• "Guest": Refers to any User who is participating in a group rental of a Property Booked through the App.
• "Group": Refers to the Curator and other Guests, including Plus Ones, who are part of a group- rental of a Property that is Booked by the Curator
• "Curator": Refers to a type of Guest for a Booking who agrees to assume full contractual responsibility for organizing and managing the Booking's assigned Group before and during the dates of the contracted Booking. The Curator is the counterparty of the contract with the Property Manager for the specific Booking.
• "Inviter": Refers to a type of Guest who has sent an invitation to a Plus One / +1 and agrees to assume full financial responsibility for their portion of the Reservation costs on behalf of themselves and the invited +1 if the invitation is accepted.
• "Joining a Group": Refers to when Guests that are not the Curator elect to be added to an existing Booking initiated by a Curator. Joining a Group may entail obligations by the Guests.
• "Plus One / +1": Refers to a type of Guest who has received and accepted an invitation to join a Reservation with an Inviter.
• "Services": Refers to the features, tools, resources, and content provided by Buenro through its Platform. Buenro acts solely as a facilitation platform and is not the owner, manager, or operator of properties and does not provide rental, accommodation, or hospitality services.
• "Third-Party Providers": Refers to external companies or individuals that provide services used by the App (e.g., payment processors, mapping services).
• "Reservation": Refers to Users participation in the group stay rental of a Property, including the payment for their respective share of the cost. Users in the Curator role will have initiated a Booking of the Property, while non-Curator Guests will participate in the group stay by Joining a Group.

Roles and Responsibilities

Curator

A Curator is a User who takes the lead in organizing and managing a booking for a group. This includes assuming financial and legal responsibility for the booking and ensuring all payments are made in accordance with these Terms of Service.

Financial Responsibilities of the Curator:

• Payment Obligation: The Curator is responsible for ensuring the full payment for the Reservation is collected and processed through the Buenro platform and our 3rd party payment processor. This includes their own share of the cost as well as the shares of any other users in the group.
• Payment Authorization: By curating a booking, the Curator authorizes Buenro to charge their provided payment method for the total cost of the booking, including their own share and when booking a Full Home, the shares of other group members, in accordance with the payment schedule outlined in these Terms of Service.
• Accuracy of Payment Information: The Curator is responsible for providing accurate and up-to-date payment information. Any errors or issues with the payment information may result in delays or cancellation of the booking.
• Refunds and Cancellations: The Curator is responsible for understanding and adhering to the cancellation policy associated with the booking. Any refunds or cancellations will be processed in accordance with the Property Manager's policy and these Terms of Service.
• Disputes and Chargebacks: The Curator is responsible for resolving any payment disputes or chargebacks that may arise in connection with the booking. Buenro will assist in resolving such disputes to the extent possible, but the ultimate responsibility lies with the Curator.

Leaving the Curator Role:

• Option to Leave: The Curator may choose to leave the Curator role for a specific Booking through the App. They may do this either by canceling their participation in the Property Booking, or canceling the entire Booking of the group. For a booking to continue for the rest of the Group, another Guest in the group must assume the Curator role.
• Implications of Leaving: The Curator understands that a booking cannot be confirmed without a user taking on the Curator role. If the original Curator leaves the role, each Guest in the group will be notified and given 24h to take over the Curator role. If no Guests take over - and therefore there is no Curator replacement - the reservation will be canceled and the corresponding cancellation policy according to the time of cancellation will apply.
• Refunds:
  • If the Curator leaves before the Booking is confirmed, they will be refunded the full amount held by the payment processor.
  • If the Curator leaves after the Booking is confirmed and a replacement Curator is found, the Curator's 2. Buenro Fees will be refunded. The booking costs will not be refunded.

Other Responsibilities:

In addition to the financial responsibilities outlined above, the Curator also has other responsibilities related to managing the booking and ensuring a positive experience for all group members. These responsibilities are detailed in our Terms of Use, House Rules, and include communication, coordination, damage reporting, and enforcing house rules.

Waivers:

• Liability for Other Users" Payments: The Curator acknowledges that Buenro is not responsible for guaranteeing payment from other users in the group. The Curator assumes the risk that other users may fail to make their payments on time or at all.
• Liability for Property and Experience: The Curator acknowledges that Buenro is not the provider of the accommodation or experience being booked. Buenro acts as a platform to facilitate the reservation. While Buenro may provide support via customer service, the Guest agrees that any issues or disputes related to the property or experience itself should be addressed directly with the Property Manager, and Buenro is not responsible for resolving such issues.

Guest

A Guest is a User who joins a group rental booking curated by another User (the Curator). This involves agreeing to the terms of the reservation and fulfilling the financial obligations associated with their participation. Guests may be Inviters or Plus Ones as defined below. Non-Curator Guests should not be construed to have separate bookings from the Booking organized by the Curator.

Financial Responsibilities of the Guest:

• Payment Obligation: If the Guest is responsible for paying for their portion of the reservation, they must complete the checkout process with a valid payment method to secure their place.
• Payment Authorization: By joining a booking and providing payment information, the Guest authorizes Buenro to charge their payment method for their share of the reservation cost, including any applicable fees and taxes.
• Accuracy of Payment Information: The Guest is responsible for providing accurate and up-to-date payment information. Any errors or issues with the payment information may result in delays or cancellation of the reservation.
• Refunds and Cancellations: The Guest is responsible for understanding and adhering to the cancellation policy associated with the booking. Any refunds or cancellations will be processed in accordance with the property manager's policy and these Terms of Service.
• Disputes and Chargebacks: The Guest is responsible for resolving any payment disputes or chargebacks that may arise in connection with their participation in the reservation. Buenro will assist in resolving such disputes to the extent possible, but the ultimate responsibility lies with the Guest.

Joining and Leaving Groups

Joining a Group:

• Invitations: Guests may be invited to a reservation by the Curator or another Guest. In some cases, the Inviter may cover the cost of the reservation for the Guest.
• Automatic Confirmation: If the Inviter covers the cost, the Guest's place will be automatically secured upon joining the group.
• Plus One: The same process applies if the Guest is invited as a "Plus One."
• Singular Booking: Bookings are made by the Curator for the entire Property rental. Payments from Guests are not for a separate individual booking of a room but for their financial contribution to the private group rental booked by the Curator.

Leaving a Reserved Booking:

• Option to Leave: Guests can leave a reservation before it is confirmed
• Implications of Leaving: The Guest understands that a booking cannot be confirmed without all participants securing their places. If a Guest leaves and no replacement is found, the reservation may be canceled.
• Refunds:
  • If the Guest leaves before the booking is confirmed, the full amount held by the payment processor will be released.
  • If the Guest leaves after the booking is confirmed, their Buenro Fees will be refunded. The reservation costs will not be refunded.
  • If the Curator leaves and no Guest assumes the Curator role, the Property Manager's cancellation policy will apply.

Other Responsibilities:

In addition to the financial responsibilities outlined above, the Guest also has other responsibilities related to participating in the reservation and ensuring a positive experience for all group members. These responsibilities are detailed in "Explore, Property Information" of our Terms of Use, House Rules, and include communication, respecting house rules, and ensuring the safety and security of the property.

Waivers:

• Liability for Off-App Transactions: Buenro is not a party to and is not liable for any financial transactions or agreements made between users outside of the platform. This includes any arrangements between an Inviter and a Plus One regarding payment for their place in a reservation.
• Liability for Property and Experience: The Guest acknowledges that Buenro is not the provider of the accommodation or experience being booked or reserved. Buenro acts as a platform to facilitate the booking process. While Buenro may provide support via customer service, both the Inviter and Plus One agree that any issues or disputes related to the property or experience itself should be addressed directly with the property manager, and Buenro is not responsible for resolving such issues.

Inviter and Plus One / +1

An Inviter is a Guest who chooses to invite another user "Plus One" or "+1" to a reservation and assumes financial responsibility for both their own participation and the Plus One's participation.

Financial Responsibilities of the Inviter:

• Payment Obligation: The Inviter is responsible for ensuring the full payment for both their own place and the Plus One's place in the reservation is collected and processed through the Buenro platform.
• Payment Authorization: By inviting a Plus One, the Inviter authorizes Buenro to charge their provided payment method for the total cost of both places in the reservationg, including any applicable fees and taxes.
• Accuracy of Payment Information: The Inviter is responsible for providing accurate and up-to-date payment information. Any errors or issues with the payment information may result in delays or cancellation of the reservation.

Refunds and Cancellations: The Inviter is responsible for understanding and adhering to the cancellation policy associated with the reservation. Any refunds or cancellations will be processed in accordance with the property manager's policy and these Terms of Service. The Inviter is responsible for managing any refunds or cancellations related to both their own place and the Plus One's place.

Disputes and Chargebacks: The Inviter is responsible for resolving any payment disputes or chargebacks that may arise in connection with the reservation, including those related to the Plus One's participation. Buenro will assist in resolving such disputes to the extent possible, but the ultimate responsibility lies with the Inviter.

Plus One: A Plus One is a user invited to a reservation by an Inviter. The Plus One is not financially responsible for their participation in the reservation.

Financial Responsibilities of the Plus One:

• No Payment Obligation: The Plus One is not required to make any payments for their participation in the reservation, as the Inviter has assumed financial responsibility.
• Payment Information: : The Plus One may be required to provide payment information to secure their place in the reservation, but their payment method will not be charged.

Leaving a Reservation:

• Inviter Leaving:
  • Before Confirmation: If an Inviter leaves a group or reservation before confirmation, both their place and the Plus One's place will be removed from the group. The group will need to find replacements for both places to confirm the booking reservation, but neither the Inviter nor the Plus One is obligated to find replacements.
  • After Confirmation: If an Inviter leaves a reservation after it is confirmed, the Inviter is subject to the cancellation policies of Buenro wherein only 2. Buenro Fees may be refunded.
• Plus One Leaving:
  • Before Confirmation: If a Plus One leaves a reservation before it is confirmed, the Inviter will still be responsible for the cost of both places in the reservation.

Other Responsibilities and Waivers:

• Other Responsibilities: Both the Inviter and Plus One have responsibilities related to participating in the reservation as Guests and ensuring a positive experience for all group members. These responsibilities are detailed in "Explore, Property Information" of our Terms of Use under the Guest Responsibilities and include communication, respecting house rules, and ensuring the safety and security of the property.
• Waivers:
  • Liability for Off-App Transactions: Buenro is not a party to and is not liable for any financial transactions or agreements made between users outside of the platform. This includes any arrangements between an Inviter and a Plus One regarding payment for the reservation.
  • Liability for Property and Experience: Both the Inviter and Plus One acknowledge that Buenro is not the provider of the accommodation or experience being booked or reserved. Buenro acts as a platform to facilitate the booking process. While Buenro may provide support via customer service, both the Inviter and Plus One agree that any issues or disputes related to the property or experience itself should be addressed directly with the property manager, and Buenro is not responsible for resolving such issues

Payment Processing Methods and Processes

Overview of the Payment Process

Buenro aims to make booking accommodations as seamless as possible. Here's a typical payment process for a successful reservation:

1. Find a Property: You find a property you'd like to curate a group for, or an open Group stay you'd like to join.
2. Proceed to Payment: You're directed to the payment page where you provide your payment details.
3. Secure Payment Processing: Buenro uses secure 3rd-party payment processors to handle your payment information.
4. Payment Authorization: You authorize Buenro to charge your payment method for your share of the reservation cost and our third-party payment processor confirms the payment can be made by the elected payment method.
5. Confirmation and Payment Capture:
   • If you are joining a group that is not yet full, then your place in the reservation is confirmed upon successful payment method verification. The cost will be held by the payment processor but not charged to your account until the group is complete. In the meantime - while the group is not yet full - the booking will be considered a Pending Booking.
   • If you are joining as the final member required to complete a group, your place is confirmed by the payment processor capturing the funds on your payment method immediately, and all group members' held payments are also immediately captured and processed.
6. Booking Confirmation: Once the group is full, the booking is considered confirmed, and the Property Manager's policies regarding modifications, cancellations, and refunds come into effect.
7. Enjoy Your Stay: You receive a confirmation and can look forward to your upcoming trip!

Fees and Charges

Buenro strives to be transparent about the fees and charges associated with reservation accommodations on our platform. Here's a breakdown of the costs you might see during checkout:

1. Contribution to the Rental Payment
• This is your portion to the group rental of the property, typically displayed as the total price for Booking dates.
• If the Property has additional fees for the rental, Guests will also see these costs allocated to the members of the group.
• The Property Manager decides on the price and can change it, especially depending on things like the time of year or special events. We don't control these prices, so the price you see when you pay is the price you'll pay. Buenro is not responsible for the prices set by Property Managers or any changes they make.
• The price displayed at the time of payment capture is the final price that applies to your reservation.
• Each Guest's contribution to the payment does not serve as a separable booking from the group rental.
2. Buenro Fees
• We charge a small fee to help keep Buenro running smoothly. This covers things like keeping the platform up-to-date, making sure your payments are secure, and helping you with any questions or problems.
• These fees can change a bit depending on what you're reserving and where you're going.
• You'll always see these fees clearly before you pay, and they're part of the total reservation cost.
3. Credits, Promotions and Discounts
• You may be able to apply promotion or discount codes to your reservation to receive discounts on the accommodation price or Buenro fees.
• These codes are typically earned through rewards programs, referrals, or partnerships.
• Promotional prices or discounts may be subject to specific terms and conditions and may not be combined with other offers.
• The use of promotion and discount codes is subject to the terms and conditions outlined in our Terms of Use.
4. Taxes
• Taxes may be applicable to your reservation depending on the location of the property and local regulations.
• Buenro will calculate and display any applicable taxes during the checkout process.
• You are responsible for paying all applicable taxes related to your reservation and providing accurate tax information if requested

Additional Information

• No Hidden Fees: Buenro does not charge any hidden fees. All fees and charges will be clearly displayed during the checkout process before you confirm your place in a reservation.
• Fee Disputes: If you have any disputes or discrepancies related to fees or charges, please contact Buenro customer support.

Booking, Reservations and Payment Status

• Join a Group Requested/Reserved: When you request to join a Group, it means your spot is reserved because you've completed the payment process. The group isn't complete yet, and we'll only put a temporary hold on your payment, not a full charge.
• Pending Reservations: If the group isn't full yet, you'll find your reservation on the "Pending" page. There, you'll see all the details, like the price of each night, Buenro's fees, and taxes, and when the group needs to be finalized.
• Payment Status: Sometimes you might see "Paid by Curator" or "Paid by Inviter." That means someone else is taking care of your part of the reservation cost.
• Booking Confirmed: Once all the places in the booking are filled and everyone has completed their payments, the booking is officially confirmed. Other groups with pending bookings for the property on the same dates will be canceled. From here on out, the terms and conditions set by the Property Manager take effect.
• Booking Canceled: Sometimes a group doesn't fill up within 7 days, another group confirms the booking before yours, or maybe the group decides to cancel. If that happens, the booking will be canceled, and any money we were holding will be released back to everyone's payment methods, pending a review in case of any issues or disputes.

Payment Methods

Buenro accepts the following payment methods:

• Major credit cards (Visa, Mastercard, American Express)
• Debit cards
• Other payment methods that may be enabled from time to time by our 3rd-party payment processor

Payment Processing

• Payment Authorization: By providing your payment information, you authorize Buenro to charge your selected payment method for the total amount due for your portion of the Reservation.
• Payment Hold: Our 3rd-party payment processor will create a temporary hold on your payment method to ensure you have sufficient funds to cover your share of the reservation. This hold does not result in an actual charge (Payment Capture) until the booking is confirmed.
• Payment Captured: The process where funds that were previously authorized and held by the third-party payment processor are collected and charged to the user's account. This completes the payment transaction and transfers the funds to Buenro to confirm the booking.
• Payment Schedule: The payment schedule for a booking will be clearly displayed during the checkout process.
• Currency: All payments are processed in Euros. If your payment method uses a different currency, our 3rd-party payment processor and/or your bank or card issuer may apply foreign transaction fees.
• Payment Security: Buenro takes reasonable steps to protect your payment information during transmission and storage. However, we cannot guarantee the security of your data against all potential threats, and you acknowledge that you provide your payment information at your own risk. Buenro maintains PCI DSS compliance and uses Stripe's SDKs which leverages secure payment infrastructure and hardware-level security features. Payment information is tokenized directly on your device using industry-leading encryption standards. While we maintain these rigorous security standards, no method of electronic transmission or storage is 100% secure, and you acknowledge that you provide your payment information subject to these inherent limitations.

Modifications, Cancellations, and Refunds

Modifying Your Reservation

Life happens, and sometimes you need to make changes to your travel plans. Here's how you can modify your reservation on Buenro:

• Inviting a Plus One: You can invite another user to join your reservation as your Plus One. If they accept, you'll be responsible for covering the cost of their stay.
• Canceling a Plus One Invite: You can cancel a Plus One invite that hasn't been accepted yet. If they have already accepted, you cannot cancel the Plus One invite. Only the invited Plus One may decline the invitation, and you may request your Plus One to do that for you via off-platform communication channels.
• Leaving a Group: You can cancel your reservation and leave a group at any time.
  • If you're the Curator: Keep in mind that the group will need to find a new Curator to keep the booking going. We've covered the details of this in the "Roles and Responsibilities" section.
• Cancellation Policies
• If a booking is still pending, your funds will automatically be released from the payment hold.
• Once a booking is confirmed, any changes or cancellations will follow Buenro's cancellation policies followed by the Property Manager's cancellation policies. We can't guarantee refunds after this point, so it's important to check those policies carefully.

Cancellations and Refunds

• If you cancel your participation in a reservation before it's confirmed or the group does not fill up by the deadline, or another group completes a booking before yours, any payments you've made will be automatically released from payment hold on your original payment method.
• These refunds are processed by our 3rd party provider and typically appear in your account within a few business days, though the exact timing may depend on your bank or card issuer.

• Once a booking is confirmed, the Property Manager's cancellation policy applies to a full booking cancellation and Buenro’s cancellation policy applies to room cancellations. You can find this policy on the property page or in your reservation confirmation.
• Buenro is not a party to the Property Manager's cancellation policy and cannot guarantee any refunds after a booking is confirmed.
• If you need to cancel a confirmed booking, you can cancel through the House Dashboard area of the app.
• Buenro may assist in facilitating communication between you and the Property Manager, but we are not responsible for the outcome of any cancellation or refund requests.

• In rare cases, Buenro may need to cancel a booking due to unforeseen circumstances, such as the property becoming unavailable or a significant error in the listing information.
• If Buenro cancels a booking, you will receive a full refund for any payments made.

• The Property Manager also has the right to cancel a booking in certain situations, such as if the Guest violates the property's rules or if there are issues with the property that make it uninhabitable.
• If the Property Manager cancels a booking, their cancellation policy will apply, and Buenro is not responsible for any refunds or alternative accommodations.

Dispute Resolution

• Pending Bookings: For any disputes related to refunds or cancellations for pending bookings, please contact Buenro customer support.
• Confirmed Bookings: For any disputes related to cancellations or modifications for confirmed bookings, you will need to contact us directly via the in-app Support Chat.

3rd Party Providers

Buenro utilizes third-party payment processors to facilitate secure and efficient payment transactions on the platform. These processors may include, but are not limited to, companies such as Stripe.

Buenro acts as a platform connecting users with Property Managers for booking accommodations. While we facilitate the payment process, we are not a payment processor.

By providing your payment information on the Buenro platform, you authorize Buenro and its designated third-party payment processors to charge your selected payment method for the total amount due for your reservation, including accommodation fees, Buenro fees, and any applicable taxes.

Buenro reserves the right to change third-party payment processors at any time without prior notice. We will endeavor to select reputable and secure processors to handle your payment information.

Buenro is not responsible for any errors, delays, or actions of third-party payment processors that may affect the payment process. This includes, but is not limited to:

• Declined transactions
• Incorrect payment amounts
• Data security breaches
• Chargebacks or disputes

You are responsible for:

• Providing accurate and up-to-date payment information.
• Resolving any disputes or issues directly with the payment processor if necessary.
• Understanding and adhering to the terms and conditions of the third-party payment processor ourselves. We rely on third-party providers to handle the secure processing and transfer of funds..

Buenro makes no guarantees regarding the availability, reliability, or security of third-party payment processing services. You acknowledge that you use these services at your own risk.

Governing Law and Dispute Resolution

Governing Law: These Terms of Service shall be governed by and construed in accordance with the laws of Estonia, without regard to its conflict of laws principles.

Dispute Resolution: Any dispute arising out of or relating to these Terms of Service or your use of the App shall be settled by binding arbitration in accordance with the rules of the Estonian Chamber of Commerce and Industry.

Changes to the Terms

Right to Modify: Buenro reserves the right to modify these Terms of Service at any time in its sole discretion. Any changes to the Terms will be effective immediately upon posting the updated Terms on the App.

Notification of Changes: Buenro may notify you of material changes to the Terms by email or through the App. Your continued use of the App following the posting of any changes constitutes your acceptance of the modified Terms.

Entire Agreement

These Terms of Service, together with the Terms of Use and Privacy Policy, constitute the entire agreement between you and Buenro relating to your access to and use of the App and supersede all prior or contemporaneous communications and proposals, whether oral or written.

Contact Information

If you have any questions or concerns about these Terms of Service, please contact Buenro at: legal@buen.ro.