Introduction to Terms of Use
Welcome to Pavilion Bookings! These Terms of Use (“Terms”) outline the rules and guidelines for using our platform. They define the rights and responsibilities of all users, including those who list properties (referred to as “Owners”) and those who book and inquire about properties. Pavilion Bookings may also be referred to as “we,” “us,” “our,” or “the Pavilion Bookings platform” throughout these Terms. By using Pavilion Bookings, you agree to comply with these Terms. Please read them carefully to understand the standards we uphold to ensure a safe and transparent environment.
Acceptance of Terms
By accessing and using Pavilion Bookings, you agree to comply with and be bound by these Terms of Use (“Terms”), forming a legally binding agreement between you and Pavilion Bookings. These Terms govern your access to and use of the Pavilion Bookings platform, and your acceptance also acknowledges our Privacy Policy and Non-Discrimination Policy and Payment Terms.
Pavilion Bookings is a platform that connects users to short-term rental listings. Users can create and publish listings, render them inactive, or delete them. These users are referred to as “Owners” or “Hosts”.Additionally, all users can search, book, pay for listings, and communicate directly with Owners for inquiries, making their booking process more convenient. Users who engage in these activities are referred to as “Guests.”
Pavilion Bookings serves as an intermediary platform and does not own or directly manage any properties listed. We are not a travel agency, real estate broker, or insurer. However, we may temporarily hold payments to ensure fair transactions and to maintain a trustworthy environment.
Pavilion Bookings reserves the right to modify these Terms at any time. We will notify users of significant changes, and continued use of the platform following any update constitutes acceptance of the revised Terms. Users are encouraged to review these Terms periodically.
Users must meet specific eligibility criteria, such as age requirements and successful ID verification, to access Pavilion Bookings. By using our platform, you confirm that you meet these requirements.
The latest version of these Terms will always be accessible on our website and mobile app for reference.
If you do not agree with these terms, please refrain from using Pavilion Bookings.
Eligibility to Use the App
To ensure a safe, fair, and transparent environment, Pavilion Bookings requires users to meet specific eligibility criteria before accessing core features of the platform. By using Pavilion Bookings, you agree to meet and maintain these standards:
1. Identity Verification: All users must successfully complete an identity verification process through our trusted third-party provider, Dojah. This includes:
• Accepted Forms of ID: Users must verify their identity using one of the following government-issued identification methods: National Identification Number (NIN), Bank Verification Number (BVN), or Driver’s License.
• Liveness Check: As part of verification, users must perform a liveness check to confirm that the submitted details are authentic and correspond to the user’s identity.
Accuracy of Information: Users are responsible for ensuring all submitted information is correct and up-to-date. Inaccurate information may result in restricted access or indefinite account suspension.
2. Age Requirement: Pavilion Bookings is intended for individuals aged 18 and above. By using the platform, you confirm that you are of legal age to enter binding agreements under Nigerian law.
3. Location Restriction: At this time, Pavilion Bookings is available only to users within Nigeria. We require that all users be Nigerian residents and have verified Nigerian identification.
4. Conditional Access to Key Features: Pavilion Bookings allows general browsing access to all users; however, core functionalities are limited to verified users who meet these eligibility criteria. Only verified users can:
• Book listings
• Publish listings for others to view
• Engage in transactions on the platform
Failure to meet these requirements will prevent users from performing essential actions, as Pavilion Bookings is committed to maintaining a secure environment for all participants.
Guest Responsibilities
As a guest on Pavilion Bookings, you have the ability to search for listings based on key criteria such as location, dates, property type (apartment, house, etc.), and amenities. If you have any questions or concerns about a listing, you can directly inquire with the listing Owner to ensure the property aligns with your needs.
Before booking, guests are required to provide a safety contact, someone who can be contacted in case of emergencies during the stay.
Guests are responsible for the following:
• Accurate Booking Information: Ensure that all booking details, including your dates, location, and preferences, are accurate before confirming your booking.
• Inquiries: You are to ask the listing Owner any questions before confirming your booking to clarify any concerns and ensure the listing meets your needs.
• Payment Breakdown: To confirm a booking, you are required to make full payment, which includes:
• Listing Fee: The nightly rate for the property.
• Caution Fee: A refundable deposit to cover any potential damages. This will be refunded after check-out, subject to the condition of the property.
• Service Fee: A service fee applied to the total booking amount to cover platform management costs.
• Full Access to Property Details: Once your booking is confirmed and payment is processed, you will receive the full details of the property, including the exact address, the Owner’s contact information, and any other necessary information.
• Liability for Damages: Guests are fully liable for any damages caused during their stay. If the Owner determines that damage has occurred, the caution fee may be retained, and will be provided to the Owner to help cover the cost of repairs or damages. In serious cases, this may result in the permanent seizure of the caution fee and the additional request of a damage fee. Albeit Guests and Owners are at a free will to resolve any disputes without involving the Pavilion Bookings Team.
• Respectful Communication: Engage in respectful and clear communication with the Owner during your stay. Address any concerns or requests promptly.
• Compliance with Platform Policies: Abide by Pavilion Bookings’ policies, including the Non-Discrimination Policy, and respect the listing’s Owner house rules.
• Report Issues: Promptly report any issues or discrepancies with your booking or the listing to Pavilion Bookings.
• Check In And Check Out Process: A booking grants a limited license to enter, occupy, and use the accommodation. Guests are required to log their check-in within the app by using the check-in pin provided to them, and similarly, they must use a check-out pin upon departure. This process ensures payments to the Host and initiates caution fee refunds.
The Host reserves the right to re-enter the accommodation during the stay if necessary, permitted by the booking contract, and within legal guidelines. If a guest stays beyond checkout, the Host may require them to vacate, potentially with overstay penalties, as allowed by law. Additionally, guests must not exceed the allowed maximum occupancy.
Owner Responsibilities
Owners on Pavilion Bookings are users who create, publish, and manage listings on the platform. By listing a property, Owners agree to uphold specific responsibilities that help maintain a secure and reliable experience for all users.
Owner Responsibilities Include:
1. Accurate Property Descriptions:
• Provide complete and accurate information for each listing, including property type, location, amenities, photos, pricing, and any restrictions. Misrepresentation or misleading details are strictly prohibited and can lead to immediate eviction from the platform.
2. Property Maintenance:
• Ensure the property is clean, safe, and in good condition before each booking. Address any maintenance needs promptly and notify guests in advance of any issues that could affect their stay.
3. Timely Responses:
• Respond promptly to guest inquiries and booking requests. Clear and timely communication helps create a positive guest experience and builds trust within the community.
4. Compliance with Local Laws:
• Ensure that your listing complies with local laws and regulations, including any permits, zoning requirements, or registration obligations relevant to short-term rentals.
5. Respect for Guest Privacy:
• Respect guest privacy and confidentiality. Do not enter the property during a guest’s stay without prior consent, except in emergencies or for essential maintenance, and notify guests in advance where possible.
6. Damage Reporting and Claims:
• Assess the property after each stay and report any damage promptly through the appropriate channels on Pavilion Bookings. If a guest’s caution fee is to be withheld for damages, the Owner must provide evidence to support the claim.
7. Cancellation and Refund Policies:
• Adhere to the platform’s cancellation and refund policies. Owners must communicate any cancellation as early as possible and are encouraged to avoid unnecessary cancellations to maintain reliability for guests.
8. Non-Discrimination:
• Owners must follow Pavilion Bookings’ Non-Discrimination Policy, treating all guests fairly regardless of tribe, religion, gender, or other protected characteristics.
9. Safety Compliance:
• Ensure that the property meets basic safety standards, including but not limited to emergency exits, to create a safe environment for guests.
10. Guest Safety and Emergency Preparedness:
• Provide guests with necessary safety instructions, emergency contact details, and any property-specific instructions.
11. Liability:
As a listing owner, you acknowledge that your property may involve certain risks for guests, and you are fully responsible for ensuring the safety and suitability of your listing. By listing your property on Pavilion Bookings, you accept the responsibility for any mishaps, accidents, or injuries that may occur during a guest’s stay. It is essential that you take all necessary precautions to ensure that your space is safe and meets legal standards. Guests may choose to participate in activities at your property, but the associated risks are assumed by both you and your guests.
11. Timely Access for Guests:
• Ensure that guests have smooth and prompt access to the property at the agreed check-in time. Delays or barriers to entry are discouraged, as they can impact the guest experience. Owners should coordinate with guests to confirm entry details in advance and avoid prolonged wait times.
12. Check In And Check Out Process: A booking grants a limited license to enter, occupy, and use the accommodation. Guests are required to log their check-in within the app by using the check-in pin provided to them, and similarly, they must use a check-out pin upon departure. This process ensures payments to the Host and initiates caution fee refunds.
“Owners” reserve the right to re-enter the accommodation during the stay if necessary, permitted by the booking contract, and within legal guidelines. If a guest stays beyond checkout, the Host may require them to vacate, potentially with overstay penalties, as allowed by law. Additionally, guests must not exceed the allowed maximum occupancy.
Cancellations, Refunds, and No-Show Policies
At Pavilion Bookings, we provide Owners the flexibility to choose from four cancellation policies, each designed to balance the needs of both Owners and Guests. The selected policy is clearly displayed to Guests prior to booking, allowing them to make informed decisions.
Cancellation Policy Options:
1. Flexible:
• Guests who cancel at least 1 day before check-in will receive a full refund of the booking fee. Cancellations made within 1 day of check-in are not eligible for a refund, ensuring the Owner receives full payment for the booking.
2. Moderate:
• Guests who cancel at least 3 days before check-in will receive a full refund. If canceled within 3 days of check-in, Guests will receive an 80% refund of the booking fee, and the Owner will retain the remaining 20% as a cancellation fee.
3. Strict:
• Guests who cancel at least 7 days before check-in will receive a full refund. If canceled within 7 days of check-in, Guests will be refunded 50% of their booking fee, and the Owner will receive the other 50% as a cancellation fee.
4. Non-Refundable:
• For bookings with this policy, no refunds are provided once the booking is confirmed, regardless of when the cancellation occurs. This ensures that the Owner receives full payment if the Guest cancels.
No-Show Policy:
In cases where a Guest does not arrive by the scheduled check-in time, the Owner can report a no-show through the Pavilion Bookings platform. Upon receiving the no-show report, Pavilion Bookings will attempt to contact the Guest within 24 hours. If there is no response, Pavilion Bookings will process the full payment to the Owner. Additionally, the Guest’s caution fee will be refunded, as it covers potential damages rather than occupancy.
Additional Notes:
• Refund Timing: Refunds are typically processed to your account on Pavilion Bookings within 24 hours to 48 hours depending on the refund need and are available for withdrawal to the user's bank account.
• Owner’s Responsibility: Owners are expected to honor all bookings unless an unavoidable circumstance arises. Repeated cancellations may affect an Owner’s standing on Pavilion Bookings.
• Caution Fee: This refundable deposit is processed separately from the booking fee and is only released once the property is inspected post-checkout to cover any potential damages caused during the stay.
Acceptance of Cancellation Policies:
By completing a booking, the Guest acknowledges and agrees to the cancellation policy associated with the selected listing. This means that, in the event of a cancellation, the Guest understands they are bound by the terms of the chosen policy, as displayed at the time of booking. The Guest agrees to forfeit any applicable fees if the booking is canceled within the specified timeframes or under the conditions outlined in the policy.
Damage Fees and Notification:
Guests are responsible for maintaining the condition of the property throughout their stay. In the event of any damage—whether accidental or intentional—the Guest must immediately notify the Owner to arrange a resolution without needing Pavilion Bookings’ involvement.
If the Owner identifies damage after checkout, they have 24 hours to report it to Pavilion Bookings. Upon receiving a damage report, Pavilion Bookings will temporarily withhold the Guest’s caution fee to conduct a fair investigation.
• Confirmed Damages: If our investigation confirms the Guest is responsible, the withheld caution fee will be transferred to the Owner to cover repair costs. If the caution fee is insufficient, an additional damage fee will be charged to the Guest within the app.
• Additional Payment Requirement: The Guest must pay any remaining balance promptly to cover all damage-related costs. Failure to do so may result in Pavilion Bookings taking legal action against the Guest.
• Disputes and Fair Resolution: Pavilion Bookings reserves the right to mediate disputes where necessary, ensuring a balanced approach that respects both parties.
Safety Contact Requirement
For enhanced security, Pavilion Bookings requires all guests to provide a safety contact before they can confirm a booking. This contact should be a trusted individual whom Pavilion Bookings or relevant authorities can reach in case of emergencies during your stay.
Requirements for Safety Contact:
• The safety contact should be someone who is readily available during your stay dates.
• You must provide the contact’s full name and phone number.
• By providing a safety contact, you confirm they are aware and consent to being listed as your emergency contact.
Usage of Safety Contact Information:
The safety contact will only be reached in emergency situations where your safety may be at risk. This information will not be used for any other purpose and will be handled in compliance with our data protection practices.
Account Termination:
Users have the right to terminate their account at any time, provided they have withdrawn all funds, have no active bookings or reservations, and no outstanding payments or damage fees. Once these conditions are met, the account can be deleted. Pavilion Bookings reserves the right to suspend or terminate an account if these conditions are not fulfilled or if the user violates any part of the Terms of Service.
User Feedback and Suggestions:
By submitting feedback, suggestions, or other content to Pavilion Bookings, you grant us a worldwide, perpetual, royalty-free license to use, modify, and incorporate your feedback into our services. You acknowledge that Pavilion Bookings is under no obligation to compensate you for any suggestions or feedback provided. All feedback and suggestions will be considered the property of Pavilion Bookings.
Privacy of Communications:
Communications between users on Pavilion Bookings may be accessed by Pavilion Bookings’ administrators if deemed necessary, but they are not actively monitored. These communications may only be reviewed for investigative purposes, such as resolving disputes or ensuring compliance with the Terms of Service. Pavilion Bookings will make reasonable efforts to maintain user privacy but reserves the right to review and disclose communications as required by law or for business operations.
Dispute Resolution:
In the event of a dispute, users are encouraged to report the issue directly within the Pavilion Bookings app or contact us via support@pavilionbookings.com. Pavilion Bookings will make reasonable efforts to resolve disputes between the involved parties. If a resolution cannot be reached, the dispute will be handled in accordance with the applicable laws and regulations of the federal republic of Nigeria.
No Waiver:
Any failure by Pavilion Bookings to enforce any provision of these Terms of Service or exercise any right under these Terms shall not be deemed a waiver of such provision or right. Pavilion Bookings retains the right to enforce any provision of these Terms at any time, even if a prior failure to enforce the provision has occurred.
Referral Program:
Pavilion Bookings offers a referral program where users can earn bonuses by referring new users to the platform. The following terms apply to the referral program:
• Referral Bonus for Guests: You will earn 4% of your referee’s first completed booking as a Guest, within 60 days of their registration.
• Referral Bonus for Owners: You will earn 2% of your referee’s first completed reservation as an Owner, within 90 days of their registration.
• Cashback for Referees: Your referees will receive a 4% cashback on their first completed booking as a Guest, within 60 days of their registration.
These bonuses will be credited to your account upon completion of the referred user’s relevant booking.
Limitation of Liability:
While we strive to provide a reliable platform, Pavilion Bookings cannot be held responsible for any direct, indirect, or unexpected damages that might arise from using our services. This includes any property damage, financial loss, or personal harm. By using our platform, you acknowledge and accept responsibility for your actions and ensure you comply with the relevant laws.
Indemnity:
You agree to protect and hold Pavilion Bookings and our partners harmless from any claims, damages, or expenses that result from your use of the platform or failure to follow these terms. This includes covering any legal fees that might arise from such matters.
Miscellaneous
Governing Law:
These terms will be governed by and construed in accordance with the laws of Nigeria. Any disputes will be subject to the exclusive jurisdiction of the Nigerian courts.
Amendments:
Pavilion Bookings reserves the right to modify or update these Terms of Use at any time. Any changes will be communicated to users, and the revised terms will be effective immediately upon posting.
Severability:
If any provision of these terms is found to be unenforceable or invalid, the remainder of the terms will continue to be in full effect.
Force Majeure:
Pavilion Bookings will not be held liable for any failure to perform due to circumstances beyond its reasonable control, including but not limited to natural disasters, government actions, or technical failures.
Assignment:
Pavilion Bookings reserves the right to assign or transfer its rights and obligations under these terms to any party at any time without notice to you.
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Content Use and License:
By submitting or uploading content, including but not limited to images, text, or reviews, you grant Pavilion Bookings a worldwide, royalty-free, and transferable license to use, modify, and distribute your content for marketing, promotional, and other business purposes. You acknowledge that all such content may be reused by Pavilion Bookings without any further consent or compensation.