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Terms of Service

Legal terms

Terms of Service

Terms of Service for Non-European Users

Section 23 of these Terms contains an arbitration agreement and class action waiver that apply to all claims brought against TLH in the United States. Please read them carefully.

Last Updated: 8 December, 2022

Thank you for using TLH!

These Terms of Service (“Terms”) are a binding legal agreement between you and TLH that govern your right to use the websites, applications, and other offerings from TLH (collectively, the “TLH Platform”). When used in these Terms, “TLH,” “we,” “us,” or “our” refers to the TLH entity set out on Schedule 1 with whom you are contracting.

The TLH Platform offers an online venue that enables users (“Community Members”) to publish, offer, search for, and book services. Community Members who publish and offer services are “Heroes” and Community Members who search for, book, or use services are “Neighbors.” Heroes offer Services (“Services”),  “Hero Services,” and each Hero Service offering, is a “Listing”). You must register an account to access and use many features of the TLH Platform, and must keep your account information accurate. As the provider of the TLH Platform, TLH does not own, control, offer or manage any Listings or Hero Services. TLH is not a party to the contracts entered into directly between Heroes and Neighbors, nor is TLH a personnel agency or insurer. TLH is not acting as an agent in any capacity for any Community Member, except as specified in the Payments Terms of Service (“Payment Terms”). To learn more about TLH’s role see Section 16.

We maintain other terms and policies that supplement these Terms like our Privacy Policy, which describes our collection and use of personal data, and our Payments Terms, which govern any payment services provided to Community Members by the TLH payment entities (collectively “TLH Payments“).

If you are a Hero, you are responsible for understanding and complying with all laws, rules, regulations and contracts with third parties that apply to your Hero Services.

Table of Contents

Neighbor Terms

  1. Our Mission.
  2. Searching and Booking on TLH.
  3. Cancellations, Issues, Refunds and Booking Modifications.
  4. Your Responsibilities and Assumption of Risk.

Hero Terms

  1. Heroing on TLH.
  2. Managing Your Listing.
  3. Cancellations, Issues, and Booking Modifications.
  4. Taxes.

General Terms

  1. Reviews.
  2. Content.
  3. Fees.
  4. TLH Platform Rules.
  5. Termination, Suspension and other Measures.
  6. Modification.
  7. Resolving Complaints and Damage Claims.
  8. TLH’s Role.
  9. Community Member Accounts.
  10. Disclaimer of Warranties.
  11. Limitations on Liability.
  12. Indemnification.
  13. Contracting Entities.
  14. United States Governing Law and Venue.
  15. United States Dispute Resolution and Arbitration Agreement.
  16. Miscellaneous.

Schedule 1 – Contracting Entities

Neighbor Terms

  1. Our Mission.

Our mission is to create a world where you can belong anywhere. From cabins to castles to cooking classes, browse through millions of Listings to find the ones that fit the way you like to travel. Learn more about a Listing by reviewing the description and photos, the Hero profile, and Neighbor reviews. If you have questions, just message the Hero.

  1. Searching and Booking on TLH.

2.1 Searching. You can search for Hero Services by using criteria like the type of Hero Service, travel destination, travel dates, and number of Neighbors. You can also use filters to refine your search results. Search results are based on their relevance to your search and other criteria. Relevance considers factors like price, availability, Reviews, customer service and cancellation history, popularity, previous trips and saved Listings, Hero requirements (e.g. minimum or maximum nights), and more. Learn more about search results in our Help Center.

2.2 Booking. When you book a Listing, you are agreeing to pay all charges for your booking including the Listing price, applicable fees like TLH’s service feeoffline feestaxes, and any other items identified during checkout (collectively, “Total Price”). You are also agreeing that TLH via TLH Payments may charge the Payment Method (as defined in the Payment Terms) used to book the Listing in order to collect Damage Claim (as defined in Section 15) amounts. When you receive the booking confirmation, a contract for Hero Services (a “Reservation”) is formed directly between you and the Hero. In addition to these Terms, you will be subject to, and responsible for complying with, all terms of the Reservation, including without limitation, the cancellation policy and any other rules, standards, policies, or requirements identified in the Listing or during checkout that apply to the Reservation. It is your responsibility to read and understand these rules, standards, policies, and requirements prior to booking a Listing.Be aware that some Heroes work with a co-Hero or as part of a team to provide their Hero Services.

2.3 Service Reservations. An Service Reservation is a limited license to enter, occupy, and use the Service. The Hero retains the right to re-enter the Service during your stay, to the extent: (i) it is reasonably necessary, (ii) permitted by your contract with the Hero, and (iii) consistent with applicable law. If you stay past checkout, the Hero has the right to make you leave in a manner consistent with applicable law, including by imposing reasonable overstay penalties. You may not exceed the maximum number of allowed Neighbors.

2.4 Reservations for Experiences and Other Hero Services. An Experience or other Hero Service Reservation entitles you to participate in, attend, or use that Hero Service. You are responsible for confirming that you, and anyone you invite, meet minimum age, proficiency, fitness, or other requirements. You are responsible for informing the Hero of any medical or physical conditions, or other circumstances that may impact your ability to participate, attend, or use the Hero Service. Except where expressly authorized, you may not allow any person to join a Hero Service unless they are included as an additional Neighbor during the booking process.

  1. Cancellations, Travel Issues, Refunds and Booking Modifications.

3.1 Cancellations, Travel Issues, and Refunds. In general, if as a Neighbor you cancel a Reservation, the amount refunded to you is determined by the cancellation policy that applies to that Reservation. But, in certain situations, other policies take precedence and determine what amount is refunded to you. If something outside your control forces you to cancel a Reservation, you may be eligible for a partial or full refund under our Extenuating Circumstances Policy. If the Hero cancels, or you experience a Travel Issue (as defined in our Neighbor Refund Policy), you may be eligible for rebooking assistance or a partial or full refund under the Neighbor Refund Policy. Different policies apply to certain categories of Listings; for example Experiences Reservations are governed by the Experiences Neighbor Refund Policy. See each Additional Legal Term or Policy for details about what is covered, and what refund applies in each situation.

3.2 Booking Modifications. Neighbors and Heroes are responsible for any booking modifications they agree to make via the TLH Platform or direct TLH customer service to make on their behalf (“Booking Modifications“), and agree to pay any additional amounts, fees, or taxes associated with any Booking Modification.

  1. Your Responsibilities and Assumption of Risk.

4.1 Your Responsibilities. You are responsible and liable for your own acts and omissions and are also responsible for the acts and omissions of anyone you invite to join or provide access to any Service, Experience or other Hero Service. For example, this means: (i) you are responsible for leaving an Service (and related personal property) in the condition it was in when you arrived, (ii) you are responsible for paying all reasonable Damage Claim amounts necessary to cover damage that you, your Neighbor(s), or your pet(s) cause to an Service, and (iii) you must act with integrity, treat others with respect, and comply with applicable laws at all times. If you are booking for an additional Neighbor who is a minor or if you bring a minor to a Hero Service, you must be legally authorized to act on behalf of the minor and you are solely responsible for the supervision of that minor.

4.2 Your Assumption of RiskYou acknowledge that many activities carry inherent risks and agree that, to the maximum extent permitted by applicable law, you assume the entire risk arising out of your access to and use of the TLH Platform and any Content (as defined in Section 10), including your stay at any Service, participation in any Experience, use of any other Hero Service, or any other interaction you have with other Community Members whether in person or online. This means it is your responsibility to investigate a Hero Service to determine whether it is suitable for you. For example, Hero Services may carry risk of illness, bodily injury, disability, or death, and you freely and willfully assume those risks by choosing to participate in those Hero Services.

Hero Terms

  1. Heroing on TLH.

5.1 Hero. As a Hero, TLH offers you the right to use the TLH Platform to share your Service, Experience, or other Hero Service with our vibrant community of Neighbors – and earn money doing it. It’s easy to create a Listing and you are in control of how you Hero – set your price, availability, and rules for each Listing.

5.2 Contracting with Neighbors. When you accept a booking request, or receive a booking confirmation through the TLH Platform, you are entering into a contract directly with the Neighbor, and are responsible for delivering your Hero Service under the terms and at the price specified in your Listing. You are also agreeing to pay applicable fees like TLH’s service fee (and applicable taxes) for each booking. TLH Payments will deduct amounts you owe from your payout unless we and you agree to a different method. Any terms, policies or conditions that you include in any supplemental contract with Neighbors must: (i) be consistent with these Terms, our Additional Legal TermsPolicies, and the information provided in your Listing, and (ii) be prominently disclosed in your Listing description.

5.3 Independence of Heroes. Your relationship with TLH is that of an independent individual or entity and not an employee, agent, joint venturer, or partner of TLH, except that TLH Payments acts as a payment collection agent as described in the Payments Terms. TLH does not direct or control your Hero Service, and you agree that you have complete discretion whether and when to provide Hero Services, and at what price and on what terms to offer them.

  1. Managing Your Listing.

6.1 Creating and Managing Your Listing. The TLH Platform provides tools that make it easy for you to set up and manage a Listing. Your Listing must include complete and accurate information about your Hero Service, your price, other charges like cleaning fees, resort fees, offline fees, and any rules or requirements that apply to your Neighbors or Listing. You are responsible for keeping your Listing information (including calendar availability) and content (like photos) up-to-date and accurate at all times. We recommend that you obtain appropriate insurance for your Hero Services and suggest you carefully review policy terms and conditions including coverage details and exclusions. You may only maintain one Listing per Service, but may have multiple Listings for a single property if it has multiple places to stay. Any offer of an Experience is subject to our Additional Terms for Experience Heroes.

6.2 Know Your Legal Obligations. You are responsible for understanding and complying with any laws, rules, regulations, and contracts with third parties that apply to your Listing or Hero Services. For example: Some landlords and leases, or homeowner and condominium association rules, restrict or prohibit subletting, short-term rentals and/or longer-term stays. Some cities have zoning or other laws that restrict the short-term rental of residential properties. Some jurisdictions require Heroes to register, get a permit, or obtain a license before providing certain Hero Services (such as short-term rentals, longer-term stays, preparing food, serving alcohol for sale, guiding tours, or operating a vehicle). In some places, the Hero Services you want to offer may be prohibited altogether. Some jurisdictions require that you register Neighbors who stay at your Service. Some jurisdictions have laws that create tenancy rights for Neighbors and additional obligations for Heroes. For example, some places have landlord-tenant, rent control, and eviction laws that may apply to longer stays. Check your local rules to learn what rules apply to the Hero Services you plan to offer. Information we provide regarding legal requirements is for informational purposes only and you should independently confirm your obligations. You are responsible for handling and using personal data of Neighbors and others in compliance with applicable privacy laws and these Terms, including our Hero Privacy Standards. If you have questions about how local laws apply you should always seek legal advice.

6.3 Search Ranking. The ranking of Listings in search results on the TLH Platform depends on a variety of factors, including these main parameters:

  • Neighbor search parameters (e.g. number of Neighbors, time and duration of the trip, price range),
  • Listing characteristics (e.g. price, calendar availability, number and quality of images, Reviews, type of Hero Service, Hero status, age of the Listing, average Neighbor popularity),
  • Neighbor booking experience (e.g. customer service and cancellation history of the Hero, ease of booking),
  • Hero requirements (e.g. minimum or maximum nights, booking cut-off time), and
  • Neighbor preferences (e.g. previous trips, saved Listings, location from where the Neighbor is searching).

Search results may appear different on our mobile application than they appear on our website. TLH may allow Heroes to promote their Listings in search or elsewhere on the TLH Platform by paying an additional fee. More information about the factors that determine how your Listing appears in search results, our current promotional programs (if any), and how we identify promoted Content can be found in our Help Center.

6.4 Your Responsibilities. You are responsible and liable for your own acts and omissions and are also responsible for the acts and omissions of anyone you allow to participate in providing your Hero Services. You are responsible for setting your price and establishing rules and requirements for your Listing. You must describe any and all fees and charges in your Listing description and may not collect any additional fees or charges outside the TLH Platform except those expressly authorized by our Offline Fee Policy. Do not encourage Neighbors to create third-party accounts, submit reviews, provide their contact information, or take other actions outside the TLH Platform in violation of our Off-Platform Policy.

6.5 Heroing as a Team or Organization. If you work with a co-Hero or Hero as part of a team, business, or other organization, the entity and each individual who participates in providing Hero Services is responsible and liable as a Hero under these Terms. If you accept terms or enter into contracts, you represent and warrant that you are authorized to enter into contracts for and bind your team, business or other organization, and that each entity you use is in good standing under the laws of the place where it is established. If you perform other functions, you represent and warrant that you are authorized to perform those functions. If you instruct TLH to transfer a portion of your payout to a co-Hero or other Heroes, or to send payments to someone else, you must be authorized to do so, and are responsible and liable for the payment amounts and accuracy of any payout information you provide.

6.6 Your Assumption of RiskYou acknowledge that Heroing carries inherent risks and agree that you assume the entire risk arising out of your access to and use of the TLH Platform, offering Hero Services, or any interaction you have with other Community Members whether in person or online. You agree that you have had the opportunity to investigate the TLH Platform and any laws, rules, regulations, or obligations that may be applicable to your Listings or Hero Services and that you are not relying upon any statement of law made by TLH.

  1. Cancellations, Travel Issues, and Booking Modifications.

7.1 Cancellations and Travel Issues. In general, if a Neighbor cancels a Reservation, the amount paid to you is determined by the cancellation policy that applies to that Reservation. As a Hero, you should not cancel on a Neighbor without a valid reason under our Extenuating Circumstances Policy or applicable law. If you cancel on a Neighbor without such a valid reason, we may impose a cancellation fee and other consequences. If: (i) a Neighbor experiences a Travel Issue (as defined by the Neighbor Refund Policy), (ii) an Extenuating Circumstance arises, or (iii) a Reservation is cancelled under Section 13 of these Terms, the amount you are paid will be reduced by the amount we refund or otherwise provide to the Neighbor, and by any other reasonable costs we incur as a result of the cancellation. If a Neighbor receives a refund after you have already been paid, or the amount of the refund and other costs incurred by TLH exceeds your payout, TLH (via TLH Payments) may recover that amount from you, including by offsetting the refund against your future payouts. You agree that TLH’s Neighbor Refund PolicyExtenuating Circumstances Policy, and these Terms preempt the cancellation policy you set in situations where they allow for the cancellation of a Reservation and/or the issuance of refunds to Neighbors. If we reasonably expect to provide a refund to a Neighbor under one of these policies, we may delay release of any payout for that Reservation until a refund decision is made. If you Hero an Experience please note that the Experience Cancellation PolicyExperiences Neighbor Refund Policy and different cancellation fees and consequences apply to your Reservations. See each Policy for details about what is covered, and what your payout will be in each situation.

7.2 Booking Modifications. Heroes and Neighbors are responsible for any Booking Modifications they agree to make via the TLH Platform or direct TLH customer service to make on their behalf, and agree to pay any additional amounts, fees or taxes associated with a Booking Modification.

  1. Taxes.

8.1 Hero Taxes. As a Hero, you are responsible for determining and fulfilling your obligations under applicable laws to report, collect, remit, or include in your price any applicable VAT or other indirect taxes, occupancy taxes, tourist, income, or other taxes (“Taxes“).

8.2 Collection and Remittance by TLH. In jurisdictions where TLH facilitates the collection and/or remittance of Taxes on behalf of Heroes, you instruct and authorize TLH to collect Taxes on your behalf, and/or to remit such Taxes to the relevant Tax authority. Any Taxes that are collected and/or remitted by TLH are identified to Community Members on their transaction records, as applicable. TLH may seek additional amounts from Community Members (including by deducting such amounts from future payouts) in the event that the Taxes collected and/or remitted are insufficient to fully discharge that Community Members’ tax obligations, and you agree that your sole remedy for Taxes collected by TLH is a refund from the applicable Tax authority. You acknowledge and agree that we retain the right, with prior notice to affected Community Members, to cease the collection and remittance of Taxes in any jurisdiction for any reason.

8.3 Tax Information. In certain jurisdictions, Tax regulations may require that we collect and/or report Tax information about you, or withhold Taxes from payouts to you, or both. If you fail to provide us with documentation that we determine to be sufficient to support any such obligation to withhold Taxes from payouts to you, we may withhold payouts up to the amount as required by law, until sufficient documentation is provided. You agree that TLH may issue on your behalf invoices or similar documentation for VAT, GST, consumption or other Taxes for your Hero Services to facilitate accurate tax reporting by you, our Neighbors, and/or their organizations.

General Terms

  1. Reviews.

After each Hero Service, Neighbors and Heroes will have an opportunity to review each other. Your Review must be accurate and may not contain any discriminatory, offensive, defamatory, or other language that violates our Content Policy or Review Policy. Reviews are not verified by TLH for accuracy and may be incorrect or misleading.

  1. Content.

Parts of the TLH Platform enable you to provide feedback, text, photos, audio, video, information, and other content (collectively, “Content”). By providing Content, in whatever form and through whatever means, you grant TLH a non-exclusive, worldwide, royalty-free, irrevocable, perpetual, sub-licensable and transferable license to copy, modify, prepare derivative works of, distribute, publish and otherwise exploit, that Content, without limitation. If Content includes personal information, our Privacy Policy describes how we use that personal information. Where TLH pays for the creation of Content or facilitates its creation, TLH may own that Content, in which case supplemental terms or disclosures will say that. You are solely responsible for all Content that you provide and warrant that you either own it or are authorized to grant TLH the rights described in these Terms. You are responsible and liable if any of your Content violates or infringes the intellectual property or privacy rights of any third party. Content must comply with our Content Policy and Nondiscrimination Policy, which prohibit, among other things, discriminatory, obscene, harassing, deceptive, violent, and illegal content. You agree that TLH may make available services or automated tools to translate Content and that your Content may be translated using such services or tools. TLH does not guarantee the accuracy or quality of translations and Community Members are responsible for confirming the accuracy of such translations.

  1. Fees.

TLH may charge fees (and applicable Taxes) to Heroes and Neighbors for the right to use the TLH Platform. More information about when service fees apply and how they are calculated can be found on our Service Fees page. Except as otherwise provided on the TLH Platform, service fees are non-refundable. TLH reserves the right to change the service fees at any time, and will provide Community Members notice of any fee changes before they become effective. Fee changes will not affect bookings made prior to the effective date of the fee change. If you disagree with a fee change you may terminate this agreement at any time pursuant to Section 13.2.

  1. TLH Platform Rules.

12.1 Rules. You must follow these rules and must not help or induce others to break or circumvent these rules.

  • Act with integrity and treat others with respect
    • Do not lie, misrepresent something or someone, or pretend to be someone else.
    • Be polite and respectful when you communicate or interact with others.
    • Follow our Nondiscrimination Policy and do not discriminate against or harass others.
  • Do not scrape, hack, reverse engineer, compromise or impair the TLH Platform
    • Do not use bots, crawlers, scrapers, or other automated means to access or collect data or other content from or otherwise interact with the TLH Platform.
    • Do not hack, avoid, remove, impair, or otherwise attempt to circumvent any security or technological measure used to protect the TLH Platform or Content.
    • Do not decipher, decompile, disassemble, or reverse engineer any of the software or hardware used to provide the TLH Platform.
    • Do not take any action that could damage or adversely affect the performance or proper functioning of the TLH Platform.
  • Only use the TLH Platform as authorized by these Terms or another agreement with us
    • You may only use another Member’s personal information as necessary to facilitate a transaction using the TLH Platform as authorized by these Terms.
    • Do not use the TLH Platform, our messaging tools, or Community Members’ personal information to send commercial messages without the recipient’s express consent.
    • You may use Content made available through the TLH Platform solely as necessary to enable your use of the TLH Platform as a Neighbor or Hero.
    • Do not use Content unless you have permission from the Content owner or the use is authorized by us in these Terms or another agreement you have with us.
    • Do not request, make, or accept a booking or any payment outside of the TLH Platform to avoid paying fees, taxes or for any other reason. See our Offline Fee Policy for exceptions.
    • Do not require or encourage Neighbors to open an account, leave a review, complete a survey, or otherwise interact, with a third party website, application or service before, during or after a Reservation, unless authorized by TLH.
    • Do not engage in any practices that are intended to manipulate our search algorithm.
    • Do not book Hero Services unless you are actually using the Hero Services.
    • Do not use, copy, display, mirror or frame the TLH Platform, any Content, any TLH branding, or any page layout or design without our consent.
  • Honor your legal obligations
    • Understand and follow the laws that apply to you, including privacy, data protection, and export laws.
    • If you provide us with someone else’s personal information, you: (i) must do so in compliance with applicable law, (ii) must be authorized to do so, and (iii) authorize us to process that information under our Privacy Policy.
    • Read and follow our Terms, Additional Legal TermsPolicies, and Standards.
    • Do not organize or facilitate unauthorized parties or events. You are responsible and liable for any party or event during your Reservation that violates our rules for parties and events, as incorporated by reference herein.
    • Do not use the name, logo, branding, or trademarks of TLH or others without permission.
    • Do not use or register any domain name, social media handle, trade name, trademark, branding, logo, or other source identifier that may be confused with TLH branding.
    • Do not offer Hero Services that violate the laws or agreements that apply to you.
    • Do not offer or solicit prostitution or participate in or facilitate human trafficking.

12.2 Reporting Violations. If you believe that a Member, Listing or Content poses an imminent risk of harm to a person or property, you should immediately contact local authorities before contacting TLH. In addition, if you believe that a Member, Listing or Content has violated our Standards, you should report your concerns to TLH. If you reported an issue to local authorities, TLH may request a copy of that report. Except as required by law, you agree that we are not obligated to take action in response to any report.

12.3 Copyright Notifications. If you believe that Content on the TLH Platform infringes copyrights, please notify us in accordance with our Copyright Policy.

  1. Termination, Suspension and other Measures.

13.1 Term. The agreement between you and TLH reflected by these Terms is effective when you access the TLH Platform (for example to create an account) and remains in effect until either you or we terminate the agreement in accordance with these Terms.

13.2 Termination. You may terminate this agreement at any time by sending us an email or by deleting your account. TLH may terminate this agreement and your account for any reason by giving you 30 days’ notice via email or using any other contact information you have provided for your account. TLH may also terminate this agreement immediately and without notice and stop providing access to the TLH Platform if you breach these Terms, you violate our Additional Legal Terms, or Policies, you violate applicable laws, or we reasonably believe termination is necessary to protect TLH, its Community Members, or third parties. If your account has been inactive for more than two years, we may terminate your account without prior notice.

13.3 Member Violations. If (i) you breach these Terms, our Additional Legal TermsPolicies, or our Standards, (ii) you violate applicable laws, regulations, or third-party rights, or (iii) TLH believes it is reasonably necessary to protect TLH, its Community Members, or third parties; TLH may, with or without prior notice:

  • suspend or limit your access to or use of the TLH Platform and/or your account;
  • suspend or remove Listings, Reviews, or other Content;
  • cancel pending or confirmed bookings; or
  • suspend or revoke any special status associated with your account.

For minor violations or where otherwise appropriate as TLH determines in its sole discretion, you will be given notice of any intended measure by TLH and an opportunity to resolve the issue. You may appeal actions taken by us under this Section by contacting customer service. If a Reservation is cancelled under this Section, the amount paid to the Hero will be reduced by the amount we refund or otherwise provide to the Neighbor, and by any other costs we incur as a result of the cancellation.

13.4 Legal Mandates. TLH may take any action it determines is reasonably necessary to comply with applicable law, or the order or request of a court, law enforcement, or other administrative agency or governmental body, including the measures described above in Section 13.3.

13.5 Effect of Termination. If you are a Hero and terminate your TLH account, any confirmed booking(s) will be automatically cancelled and your Neighbors will receive a full refund. If you terminate your account as a Neighbor, any confirmed booking(s) will be automatically cancelled and any refund will depend upon the terms of the Reservation’s cancellation policy. When this agreement has been terminated, you are not entitled to a restoration of your account or any of your Content. If your access to or use of the TLH Platform has been limited, or your TLH account has been suspended, or this agreement has been terminated by us, you may not register a new account or access or use the TLH Platform through an account of another Member.

13.6 Survival. Parts of these Terms that by their nature survive termination, will survive termination of this agreement, including Sections 2 through 26.

  1. Modification.

TLH may modify these Terms at any time. When we make material changes to these Terms, we will post the revised Terms on the TLH Platform and update the “Last Updated” date at the top of these Terms. We will also provide you with notice of any material changes by email at least 30 days before the date they become effective. If you disagree with the revised Terms, you may terminate this agreement immediately as provided in these Terms. If you do not terminate your agreement before the date the revised Terms become effective, your continued access to or use of the TLH Platform will constitute acceptance of the revised Terms.

  1. Resolving Complaints and Damage Claims.

If a Member provides valid evidence that you, your Neighbor(s), or your pet(s)damaged the complaining Member’s real or personal property, or real or personal property the complaining Member is responsible for, including consequential damages, (“Damage Claim“), the complaining Member can notify TLH and/or seek compensation through the Resolution Center. You will be notified of the Damage Claim and given an opportunity to respond. If you agree to pay, or if the Damage Claim is escalated to TLH and TLH determines in its sole discretion that the Damage Claim is valid and you are responsible for the Damage Claim, TLH via TLH Payments can collect the amount of the Damage Claim from you. You agree that TLH may seek to recover from you under any insurance policies you maintain and that TLH may also pursue against you any remedies it may have available under applicable law, including referral of the matter to a collections agency, and/or pursuit of available causes of action and/or claims against you. You agree to cooperate in good faith, provide any information TLH requests, execute documents, and take further reasonable action, in connection with Damage Claims, Member complaints, claims under insurance policies, or other claims related to your provision or use of Hero Services.

  1. TLH’s Role.

We offer you the right to use a platform that enables Community Members to publish, offer, search for, and book Hero Services. While we work hard to ensure our Community Members have great experiences using TLH, we do not and cannot control the conduct of Neighbors and Heroes. You acknowledge that TLH has the right, but does not have any obligation, to monitor the use of the TLH Platform and verify information provided by our Community Members. For example, we may review, disable access to, remove, or edit Content to: (i) operate, secure and improve the TLH Platform (including for fraud prevention, risk assessment, investigation and customer support purposes); (ii) ensure Community Members’ compliance with these Terms; (iii) comply with applicable law or the order or requirement of a court, law enforcement or other administrative agency or governmental body; (iv) address Content that we determine is harmful or objectionable; (v) take actions set out in these Terms; and (vi) maintain and enforce any quality or eligibility criteria, including by removing Listings that don’t meet quality and eligibility criteria. Community Members acknowledge and agree that TLH administers its Additional Legal TermsPolicies (such as our Extenuating Circumstances Policy) and Standards (such as basic requirements for Heroes), including decisions about whether and how to apply them to a particular situation, at its sole discretion. Community Members agree to cooperate with and assist TLH in good faith, and to provide TLH with such information and take such actions as may be reasonably requested by TLH with respect to any investigation undertaken by TLH regarding the use or abuse of the TLH Platform. TLH is not acting as an agent for any Member except for where TLH Payments acts as a collection agent as provided in the Payments Terms.

  1. Member Accounts.

You must register an account to access and use many features of the TLH Platform. Registration is only permitted for legal entities, partnerships and natural persons who are 18 years or older. You represent and warrant that you are not a person or entity barred from using the TLH Platform under the laws of the United States, your place of residence, or any other applicable jurisdiction. You must provide accurate, current, and complete information during registration and keep your account information up-to-date. You may not register more than one account or transfer your account to someone else. You are responsible for maintaining the confidentiality and security of your account credentials and may not disclose your credentials to any third party. You are responsible and liable for activities conducted through your account and must immediately notify TLH if you suspect that your credentials have been lost, stolen, or your account is otherwise compromised. If and as permitted by applicable law, we may, but have no obligation to (i) ask you to provide identification or other information, (ii) undertake checks designed to help verify your identity or background, (iii) screen you against third-party databases or other sources and request reports from service providers, and (iv) obtain reports from public records of criminal convictions or sex offender registrations or their local equivalents.

  1. Disclaimer of Warranties.

We provide the TLH Platform and all Content “as is” without warranty of any kind and we disclaim all warranties, whether express or implied. For example: (i) we do not endorse or warrant the existence, conduct, performance, safety, quality, legality or suitability of any Neighbor, Hero, Hero Service, Listing or third party; (ii) we do not warrant the performance or non-interruption of the TLH Platform; and (iii) we do not warrant that verification, identity or background checks conducted on Listings or Community Members (if any) will identify past misconduct or prevent future misconduct. Any references to a Member or Listing being “verified” (or similar language) indicate only that the Member or Listing or TLH has completed a relevant verification or identification process and nothing else. The disclaimers in these Terms apply to the maximum extent permitted by law. If you have statutory rights or warranties we cannot disclaim, the duration of any such statutorily required rights or warranties, will be limited to the maximum extent permitted by law.

  1. Limitations on Liability.

Neither TLH (including its affiliates and personnel) nor any other party involved in creating, producing, or delivering the TLH Platform or any Content will be liable for any incidental, special, exemplary or consequential damages, including lost profits, loss of data or loss of goodwill, service interruption, computer damage or system failure or the cost of substitute products or services, or for any damages for personal or bodily injury or emotional distress arising out of or in connection with (i) these Terms, (ii) the use of or inability to use the TLH Platform or any Content, (iii) any communications, interactions or meetings you may have with someone you interact or meet with through, or as a result of, your use of the TLH Platform, or (iv) publishing or booking of a Listing, including the provision or use of Hero Services, whether based on warranty, contract, tort (including negligence), product liability or any other legal theory, and whether or not TLH has been informed of the possibility of such damage, even if a limited remedy set out in these Terms is found to have failed of its essential purpose.

Except for our obligation to transmit payments to Heroes under these Terms, or make payments under the TLH Hero Damage Protection or Japan Hero Insurance, in no event will TLH’s aggregate liability for any claim or dispute arising out of or in connection with these Terms, your interaction with any Community Members, or your use of or inability to use the TLH Platform, any Content, or any Hero Service, exceed: (A) to Neighbors, the amount you paid as a Neighbor during the 12-month period prior to the event giving rise to the liability, (B) to Heroes, the amount paid to you as a Hero in the 12-month period prior to the event giving rise to the liability, or (C) to anyone else, one hundred U.S. dollars (US$100).

These limitations of liability and damages are fundamental elements of the agreement between you and TLH. If applicable law does not allow the limitations of liability set out in these Terms, the above limitations may not apply to you.

  1. Indemnification.

To the maximum extent permitted by applicable law, you agree to release, defend (at TLH’s option), indemnify, and hold TLH (including TLH Payments, other affiliates, and their personnel) harmless from and against any claims, liabilities, damages, losses, and expenses, including, without limitation, reasonable legal and accounting fees, arising out of or in any way connected with: (i) your breach of these Terms (including any supplemental or additional terms that apply to a product or feature) or our

Additional Legal Terms,  Policies or Standards, (ii) your improper use of the TLH Platform, (iii) your interaction with any Member, stay at an Service, participation in an Experience or other Hero Service, including without limitation any injuries, losses or damages (whether compensatory, direct, incidental, consequential or otherwise) of any kind arising in connection with or as a result of such interaction, stay, participation or use, (iv) your failure, or our failure at your direction, to accurately report, collect or remit Taxes, or (v) your breach of any laws, regulations or third party rights such as intellectual property or privacy rights.

  1. Contracting Entities.

Based on your country of residence or establishment and what you are doing on the TLH Platform, Schedule 1 below sets out the TLH entity with whom you are contracting. If we identify through the TLH Platform, an TLH entity other than the one set out on Schedule 1 as being responsible for a product, feature or transaction, the TLH entity so identified is your contracting entity with respect to that product, feature or transaction. If you change your country of residence or establishment, the TLH company you contract with (as set out on Schedule 1) and the applicable version of the Terms of Service will be determined by your new country of residence or establishment, from the date on which your country of residence or establishment changes.

  1. United States Governing Law and Venue.

If you reside or have your place of establishment in the United States, these Terms will be interpreted in accordance with the laws of the State of California and the United States of America, without regard to conflict-of-law provisions. Judicial proceedings (other than small claims actions) that are excluded from the arbitration agreement in Section 23 must be brought in state or federal court in San Francisco, California, unless we both agree to some other location. You and we both consent to venue and personal jurisdiction in San Francisco, California.

  1. United States Dispute Resolution and Arbitration Agreement.

23.1 Application. This Arbitration Agreement only applies to you if your country of residence or establishment is the United States. If your country of residence or establishment is not the United States, and you nevertheless attempt to bring any legal claim against TLH in the United States, this Arbitration Agreement will apply for determination of the threshold issue of whether this Section 23 applies to you, and all other threshold determinations, including residency, arbitrability, venue, and applicable law.

23.2 Overview of Dispute Resolution Process. TLH is committed to participating in a consumer-friendly dispute resolution process. To that end, these Terms provide for a two-part process for individuals to whom this Section 23 applies: (1) an informal negotiation directly with TLH’s customer service team (described in paragraph 23.3, below), and if necessary (2) a binding arbitration administered by the American Arbitration Association (“AAA”). You and TLH each retain the right to seek relief in small claims court as an alternative to arbitration.

23.3 Mandatory Pre-Arbitration Dispute Resolution and Notification. At least 30 days prior to initiating an arbitration, you and TLH each agree to notify the other party of the dispute in writing and attempt in good faith to negotiate an informal resolution. You must send your notice of dispute to TLH by mailing it to TLH’s agent for service: CSC Lawyers Incorporating Service, 2710 Gateway Oaks Drive, Suite 150N, Sacramento, California 95833. TLH will send its notice of dispute to the email address associated with your TLH account. A notice of dispute must include: the party’s name and preferred contact information, a brief description of the dispute, and the relief sought. If the parties are unable to resolve the dispute within the 30-day period, only then may either party commence arbitration by filing a written Demand for Arbitration (available at www.adr.org) with the AAA and providing a copy to the other party as specified in the AAA Rules (available at www.adr.org).

23.4 Agreement to ArbitrateYou and TLH mutually agree that any dispute, claim or controversy arising out of or relating to these Terms or the applicability, breach, termination, validity, enforcement or interpretation thereof, or any use of the TLH Platform, Hero Services, or any Content (collectively, “Disputes”) will be settled by binding individual arbitration (the “Arbitration Agreement”). If there is a dispute about whether this Arbitration Agreement can be enforced or applies to our Dispute, you and TLH agree that the arbitrator will decide that issue.

23.5 Exceptions to Arbitration Agreement. You and TLH each agree that the following causes of action and/or claims for relief are exceptions to the Arbitration Agreement and will be brought in a judicial proceeding in a court of competent jurisdiction (as defined by Section 22): (i) any claim or cause of action alleging actual or threatened infringement, misappropriation or violation of a party’s copyrights, trademarks, trade secrets, patents, or other intellectual property rights; (ii) any claim or cause of action seeking emergency injunctive relief based on exigent circumstances (e.g., imminent danger or commission of a crime, hacking, cyber-attack); or (iii) a request for the remedy of public injunctive relief; or (iv) any individual claim of sexual assault or sexual harassment arising from your use of the TLH Platform or Hero Services. You and TLH agree that the remedy of public injunctive relief will proceed after the arbitration of all arbitrable claims, remedies, or causes of action, and will be stayed pending the outcome of the arbitration pursuant to section 3 of the Federal Arbitration Act.

23.6 Arbitration Rules and Governing Law. This Arbitration Agreement evidences a transaction in interstate commerce and the Federal Arbitration Act governs all substantive and procedural interpretation and enforcement of this provision. The arbitration will be administered by AAA in accordance with the Consumer Arbitration Rules and/or other AAA arbitration rules determined to be applicable by the AAA (the “AAA Rules“) then in effect, except as modified here. The AAA Rules are available at www.adr.org. In order to initiate arbitration, a completed written demand (available at www.adr.org) must be filed with the AAA and provided to the other party, as specified in the AAA rules.

23.7 Modification to AAA Rules – Arbitration Hearing/Location. In order to make the arbitration most convenient to you, TLH agrees that any required arbitration hearing may be conducted, at your option: (a) in the U.S. county where you reside; (b) in San Francisco County; (c) via phone or video conference; or (d) if all parties agree, by solely the submission of documents to the arbitrator.

23.8 Modification of AAA Rules – Attorney’s Fees and Costs. Your arbitration fees and your share of arbitrator compensation shall be governed by the AAA Rules and, where appropriate, limited by the AAA Consumer Rules. If such costs are determined by the arbitrator to be excessive, TLH will pay all arbitration fees and expenses. Either party may make a request that the arbitrator award attorneys’ fees and costs upon proving that the other party has asserted a claim, cross-claim or defense that is groundless in fact or law, brought in bad faith or for the purpose of harassment, or is otherwise frivolous, as allowed by applicable law and the AAA Rules.

23.9 Arbitrator’s Decision. The arbitrator’s decision will include the essential findings and conclusions upon which the arbitrator based the award. Judgment on the arbitration award may be entered in any court with proper jurisdiction. The arbitrator may award any relief allowed by law or the AAA Rules, but declaratory or injunctive relief may be awarded only on an individual basis and only to the extent necessary to provide relief warranted by the claimant’s individual claim.

23.10 Jury Trial Waiver. You and TLH acknowledge and agree that we are each waiving the right to a trial by jury as to all arbitrable Disputes.

23.11 No Class Actions or Representative Proceedings. You and TLH acknowledge and agree that, to the fullest extent permitted by law, we are each waiving the right to participate as a plaintiff or class member in any purported class action lawsuit, class-wide arbitration, private attorney general action, or any other representative or consolidated proceeding. Unless we agree in writing, the arbitrator may not consolidate more than one party’s claims and may not otherwise preside over any form of any class or representative proceeding. If there is a final judicial determination that applicable law precludes enforcement of the waiver contained in this paragraph as to any claim, cause of action or requested remedy, then that claim, cause of action or requested remedy, and only that claim, cause of action or requested remedy, will be severed from this agreement to arbitrate and will be brought in a court of competent jurisdiction. In the event that a claim, cause of action or requested remedy is severed pursuant to this paragraph, then you and we agree that the claims, causes of action or requested remedies that are not subject to arbitration will be stayed until all arbitrable claims, causes of action and requested remedies are resolved by the arbitrator.

23.12 Severability. Except as provided in Section 23.11, in the event that any portion of this Arbitration Agreement is deemed illegal or unenforceable, such provision will be severed and the remainder of the Arbitration Agreement will be given full force and effect.

23.13 Changes to Agreement to Arbitrate. If TLH changes this Section 23 after the date you last accepted these Terms (or accepted any subsequent changes to these Terms), you may reject that change by sending us written notice (including by email) within 30 days of the date the change is effective. Rejecting a new change, however, does not revoke or alter your prior consent to any earlier agreements to arbitrate any Dispute between you and TLH (or your prior consent to any subsequent changes thereto), which will remain in effect and enforceable as to any Dispute between you and TLH.

23.14 Survival. Except as provided in Section 23.12 and subject to Section 13.6, this Section 23 will survive any termination of these Terms and will continue to apply even if you stop using the TLH Platform or terminate your TLH account.

  1. China Governing Law and Dispute Resolution.

24.1 China Domestic Transactions. If you reside or have your place of establishment in China, and are contracting with TLH China, these Terms and this Section 24.1 are governed by the laws of the People’s Republic of China. In this situation, any dispute arising from or in connection with these Terms or use of the TLH Platform shall be submitted to the China International Economic and Trade Arbitration Commission (“CIETAC”) for arbitration which shall be conducted in accordance with the Commission’s arbitration rules in effect at the time of applying for arbitration. The arbitral award is final and binding upon both parties. The tribunal shall consist of three (3) arbitrators. The seat of the arbitration shall be Beijing. The language of the arbitration shall be English.

24.2 Cross-border Transactions. If you reside or have your place of establishment in China, and are contracting with TLH, Inc., TLH Travel, LLC, TLH Ireland UC, or any other non-China entity, these Terms and this Section 24.2 are governed by the laws of Singapore. In this situation, any dispute arising out of or in connection with these Terms or use of the TLH Platform, including any question regarding the existence, validity or termination of these Terms, shall be referred to and finally resolved by arbitration administered by the Singapore International Arbitration Centre (“SIAC”) in accordance with the Arbitration Rules of the Singapore International Arbitration Centre (“SIAC Rules”) for the time being in force, which rules are deemed to be incorporated by reference in this clause. The seat of the arbitration shall be Singapore. The Tribunal shall consist of three (3) arbitrators. The language of the arbitration shall be English.

24.3 Without Limitation Provisions. The above Sections 24.1 and 24.2 are expressed to be without regard to conflict of laws provisions and shall not be construed to limit any rights which TLH may have to apply to any court of competent jurisdiction for any order requiring you to perform or be prohibited from performing certain acts and other provisional relief permitted under the laws of Singapore, the People’s Republic of China, or any other laws that may apply to you.

  1. Brazil Governing Law and Venue. If you reside or have your place of establishment in Brazil, these Terms will be interpreted in accordance with the laws of Brazil, without regard to conflict-of-law provisions. Legal proceedings that you are able to bring against us arising from or in connection with these Terms may only be brought in a court located in Brazil.
  2. Rest of World Dispute Resolution, Venue and Forum, and Governing Law. If you reside or have your place of establishment outside of the United States, China, and Brazil, this Section applies to you and these Terms will be interpreted in accordance with Irish law. The application of the United Nations Convention on Contracts for the International Sale of Goods (CISG) is excluded. If you are acting as an individual consumer and if mandatory statutory consumer protection regulations in your country of residence contain provisions that are more beneficial for you, such provisions shall apply irrespective of the choice of Irish law. As an individual consumer, you may bring any judicial proceedings relating to these Terms before the competent court of your place of residence or the competent court of TLH’s place of business in Ireland. If TLH wishes to enforce any of its rights against you as a consumer, we may do so only in the courts of the jurisdiction in which you are a resident. If you are acting as a business, you agree to submit to the exclusive jurisdiction of the Irish courts.
  3. Miscellaneous.

27.1 Other Terms Incorporated by Reference. Our Hero Damage ProtectionJapan Hero Insurance TermsNeighbor Refund PolicyExperiences Neighbor Refund PolicyContent PolicyNondiscrimination PolicyExtenuating Circumstances PolicyAdditional Legal TermsPoliciesStandards and other supplemental policies and terms linked to in these Terms apply to your use of the TLH Platform, are incorporated by reference, and form part of your agreement with TLH.

27.2 Interpreting these Terms. Except as they may be supplemented by additional terms, conditions, policies, guidelines, standards, and in-product disclosures, these Terms (including those items incorporated by reference) constitute the entire agreement between TLH and you pertaining to your access to or use of the TLH Platform and supersede any and all prior oral or written understandings or agreements between TLH and you. These Terms do not and are not intended to confer any rights or remedies upon anyone other than you and TLH. If any provision of these Terms is held to be invalid or unenforceable, except as otherwise indicated in Section 23.11 above, such provision will be struck and will not affect the validity and enforceability of the remaining provisions. Where the word “will” is used in these Terms it connotes an obligation with the same meaning as “shall.”

27.3 No Waiver. TLH’s failure to enforce any right or provision in these Terms will not constitute a waiver of such right or provision unless acknowledged and agreed to by us in writing. Except as expressly set forth in these Terms, the exercise by either party of any of its remedies under these Terms will be without prejudice to its other remedies under these Terms or otherwise permitted under law.

27.4 Assignment. You may not assign, transfer or delegate this agreement or your rights and obligations hereunder without TLH’s prior written consent. TLH may without restriction assign, transfer or delegate this agreement and any rights and obligations hereunder, at its sole discretion, with 30 days’ prior notice.

27.5 Notice. Unless specified otherwise, any notices or other communications to Community Members permitted or required under this agreement, will be provided electronically and given by TLH via email, TLH Platform notification, messaging service (including SMS and WeChat), or any other contact method we enable and you provide. If a notification relates to a booking or Listing in Japan, you agree and acknowledge that such notifications via electronic means in lieu of a written statement, satisfies TLH’s obligations under Article 59 (1) of the Japanese Housing Service Business Act.

27.6 Third-Party Services. The TLH Platform may contain links to third-party websites, applications, services or resources (“Third-Party Services”) that are subject to different terms and privacy practices. TLH is not responsible or liable for any aspect of such Third-Party Services and links to such Third-Party Services are not an endorsement.

27.7 Google Terms. Some translations on the TLH Platform are powered by Google. Google disclaims all warranties related to the translations, express or implied, including any warranties of accuracy, reliability, and any implied warranties for merchantability, fitness for a particular purpose and non-infringement. Some areas of the TLH Platform implement Google Maps/Earth mapping services, including Google Maps API(s). Your use of Google Maps/Earth is subject to the Google Maps/Google Earth Additional Terms of Service.

27.8 Apple Terms. If you access or download our application from the Apple App Store, you agree to Apple’s Licensed Application End User License Agreement.

27.9 TLH Platform Content. Content made available through the TLH Platform may be protected by copyright, trademark, and/or other laws of the United States and other countries. You acknowledge that all intellectual property rights for that Content are the exclusive property of TLH and/or its licensors and agree that you will not remove, alter or obscure any copyright, trademark, service mark or other proprietary rights notices. You may not use, copy, adapt, modify, prepare derivative works of, distribute, license, sell, transfer, publicly display, publicly perform, transmit, broadcast or otherwise exploit any Content accessed through the TLH Platform except to the extent you are the legal owner of that Content or as expressly permitted in these Terms. Subject to your compliance with these Terms, TLH grants you a limited, non-exclusive, non-sublicensable, revocable, non-transferable license to (i) download and use the Application on your personal device(s); and (ii) access and view the Content made available on or through the TLH Platform and accessible to you, solely for your personal and non-commercial use.

27.10 TLH.org. TLH.org is a nonprofit corporation exempt from income taxation under U.S. Internal Revenue Code Section 501(c)(3), operating as a public charity. TLH.org is not owned or controlled by TLH. TLH.org administers a number of charitable programs that benefit our Hero and Neighbor communities and the public.

27.11 Force Majeure. TLH shall not be liable for any delay or failure to perform resulting from causes outside its reasonable control, including, but not limited to, acts of God, natural disasters, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, accidents, pandemics, epidemics or disease, strikes or shortages of transportation facilities, fuel, energy, labor or materials.

27.12 Emails and SMS. You will receive administrative communications from us using the email address or other contact information you provide for your TLH account. Enrollment in additional email subscription programs will not affect the frequency of these administrative emails, though you should expect to receive additional emails specific to the program(s) to which you have subscribed. You may also receive promotional emails from us. No fee is charged for these promotional emails, but third-party data rates could apply. You can control whether you receive promotional emails using the notification preferences in your account settings. Please note that you will not be able to take advantage of certain promotions if you disable certain communication settings or do not have an TLH account. In the U.S. if you consent to receive SMS (text messages) from us, you will be subject to our SMS Terms.

27.13 Contact Us. If you have any questions about these Terms please email us.

Schedule 1 – Contracting Entities

YOUR PLACE OF RESIDENCE OR ESTABLISHMENT: YOUR ACTIVITY ON THE TLH PLATFORM: TLH CONTRACTING ENTITY: CONTACT INFORMATION:
United States Booking or offering certain hotels or traditional Services, where TLH Travel, LLC is identified in the checkout or listing process. TLH Travel, LLC 888 Brannan Street, San Francisco, CA 94103, United States
Booking or offering Services located in the United States for stays of 28 nights or more where TLH Stays, Inc. is identified in the checkout or listing process. TLH Stays, Inc. 888 Brannan Street, San Francisco, CA 94103, United States
All other activities. TLH, Inc. 888 Brannan Street, San Francisco, CA 94103, United States
European Economic Area, Switzerland or the United Kingdom Booking or offering certain hotels or traditional Services, where TLH Travel, LLC is identified in the checkout or listing process. TLH Travel, LLC 888 Brannan Street, San Francisco, CA 94103, United States
Booking or offering Services located in the United States for stays of 28 nights or more where TLH Stays, Inc. is identified in the checkout or listing process. TLH Stays, Inc. 888 Brannan Street, San Francisco, CA 94103, United States
All other activities. TLH Ireland UC 8 Hanover Quay, Dublin 2, Ireland
China (which for purposes of these Terms, refers to the People’s Republic of China and does not include Hong Kong, Macau and Taiwan) Booking or offering certain hotels or traditional Services, located outside of China, where TLH Travel, LLC is identified in the checkout or listing process. TLH Travel, LLC 888 Brannan Street, San Francisco, CA 94103, United States
Booking or offering Services located in the United States for stays of 28 nights or more where TLH Stays, Inc. is identified in the checkout or listing process. TLH Stays, Inc. 888 Brannan Street, San Francisco, CA 94103, United States
Booking or offering of any other Hero Service, located outside China. TLH Ireland UC 8 Hanover Quay, Dublin 2, Ireland
Booking or offering Services located in China that are subject to the Domestic Business Travel Service Services additional terms. TLH Information Technology (Tianjin) Co., Ltd. YO-16102, Baoyuan Building, 16th Floor, No. 3699 Xinhua Road,Tianjin Pilot Free Trade Zone (Central Business District)
All other activities. TLH Internet (Beijing) Co., Ltd. (“TLH China”) 01B, Unit 1401, 14th Floor, East Tower, World Financial Center, No.1, East Third Ring Middle Road Chaoyang District, Beijing, China 100020
Japan Booking or offering certain hotels or traditional Services, where TLH Travel, LLC is identified in the checkout or listing process. TLH Travel, LLC 888 Brannan Street, San Francisco, CA 94103, United States
Booking or offering Services located in the United States for stays of 28 nights or more where TLH Stays, Inc. is identified in the checkout or listing process. TLH Stays, Inc. 888 Brannan Street, San Francisco, CA 94103, United States
Booking or offering any other Hero Service, located outside Japan. TLH Ireland UC 8 Hanover Quay, Dublin 2, Ireland
All other activities. TLH Global Services Limited 25-28 North Wall Quay, Dublin 1, D01 H104, Ireland
Brazil* Any booking, offering Services, or any other activity. TLH Plataforma Digital Ltda. Rua Aspicuelta 422, conjunto 51, CEP: 05433-010, São Paulo – SP – Brazil
All other countries and territories Booking or offering certain hotels or traditional Services, where TLH Travel, LLC is identified in the checkout or listing process. TLH Travel, LLC 888 Brannan Street, San Francisco, CA 94103, United States
Booking or offering Services located in the United States for stays of 28 nights or more where TLH Stays, Inc. is identified in the checkout or listing process. TLH Stays, Inc. 888 Brannan Street, San Francisco, CA 94103, United States
All other activities. TLH Ireland UC 8 Hanover Quay, Dublin 2, Ireland

* Beginning April 1, 2022, TLH Plataforma Digital Ltda. shall be the Contracting Entity for all Community Members whose place of residence or establishment is in Brazil.

Terms of Service for European Users

As a consumer who resides in the EEA you can access the European Commission’s online dispute resolution platform here: https://ec.europa.eu/consumers/odr. Please note that TLH is not committed nor obliged to use an alternative dispute resolution entity to resolve disputes with consumers. The European Commission’s online dispute resolution platform is not available for residents of Switzerland or the United Kingdom.

Section 24 of these Terms contains an arbitration agreement and class action waiver that applies to all claims brought against TLH in the United States. Please read them carefully.

Last Updated: February 10, 2022

Thank you for using TLH!

These Terms of Service for European Users (“Terms”) are a binding legal agreement between you and TLH that govern your right to use the websites, applications, and other offerings from TLH (collectively, the “TLH Platform”). When used in these Terms, “TLH,” “we,” “us,” or “our” refers to the TLH entity set out on Schedule 1 with whom you are contracting.

The TLH Platform offers an online venue that enables users (“Community Members”) to publish, offer, search for, and book services. Community Members who publish and offer services are “Heroes” and Community Members who search for, book, or use services are “Neighbors.” Heroes offer Services (“Services”), activities, excursions and events (“Experiences”), and a variety of travel and other services (collectively, “Hero Services,” and each Hero Service offering, a “Listing”). You must register an account to access and use many features of the TLH Platform, and must keep your account information accurate. As the provider of the TLH Platform, TLH does not own, control, offer or manage any Listings, Hero Services, or tourism services. TLH is not a party to the contracts entered into directly between Heroes and Neighbors, nor is TLH a real estate broker, travel agency, insurer or an organiser or retailer of travel packages under Directive (EU) 2015/2302. TLH is not acting as an agent in any capacity for any Member, except as specified in the Payments Terms of Service (“Payment Terms”). To learn more about TLH’s role see Section 16.

We maintain other terms and policies that supplement these Terms like our Privacy Policy, which describes our collection and use of personal data, and our Payments Terms, which govern any payment services provided to Community Members by the TLH payment entities (collectively “TLH Payments“).

If you Hero, you are responsible for understanding and complying with all laws, rules, regulations and contracts with third parties that apply to your Hero Services.

Table of Contents

Neighbor Terms

  1. Our Mission.
  2. Searching and Booking on TLH.
  3. Cancellations, Travel Issues, Refunds and Booking Modifications.
  4. Your Responsibilities.

Hero Terms

  1. Heroing on TLH.
  2. Managing Your Listing.
  3. Cancellations, Travel Issues, and Booking Modifications.
  4. Taxes.

General Terms

  1. Reviews
  2. Content.
  3. Fees.
  4. TLH Platform Rules.
  5. Termination, Suspension and other Measures.
  6. Modification of these Terms.
  7. Resolving Complaints and Damage Claims.
  8. TLH’s Role.
  9. Member Accounts.
  10. Disclaimer.
  11. Liability.
  12. Indemnification.
  13. Contracting Entities.
  14. Applicable law and Jurisdiction.
  15. Miscellaneous.
  16. United States Dispute Resolution and Arbitration Agreement.

Additional Terms Specific to Business Heroes

  1. Business Users.
  2. Termination, Suspension and other Measures.
  3. Complaints Handling and Mediation.
  4. Access to Data.
  5. Additional Distribution Channels.

Schedule 1 – Contracting Entities

Neighbor Terms

  1. Our Mission.

Our mission is to create a world where you can belong anywhere. From cabins to castles to cooking classes, browse through millions of Listings to find the ones that fit the way you like to travel. Learn more about a Listing by reviewing the description and photos, the Hero profile, and past Neighbor reviews. If you have questions, just message the Hero.

  1. Searching and Booking on TLH.

2.1 Searching. You can search for Hero Services by using criteria like the type of Hero Service, travel destination, travel dates, and number of Neighbors. You can also use filters to refine your search results. Search results are based on their relevance to your search and other criteria. Relevance considers factors like price, availability, Reviews, customer service and cancellation history, popularity, previous trips and saved Listings, Hero requirements (e.g. minimum or maximum nights), and more. Learn more about search results in our Help Center.

2.2 Booking. When you book a Listing, you are agreeing to pay all charges for your booking including the Listing price, applicable fees like TLH’s service feeoffline feestaxes and any other items identified during checkout (collectively, “Total Price”). You are also agreeing that TLH via TLH Payments may charge the Payment Method (as defined in the Payment Terms) used to book the Listing in order to collect Damage Claim (as defined in these Terms) amounts. When you receive the booking confirmation, a contract for Hero Services (a “Reservation“) is formed directly between you and the Hero. In addition to these Terms, you will be subject to, and responsible for complying with, all terms of the Reservation, including without limitation, the cancellation policy and any other rules, standards, policies, or requirements identified in the Listing or during checkout that apply to the Reservation. It is your responsibility to read and understand these rules, standards, policies, and requirements prior to booking a Listing. Be aware that some Heroes work with a co-Hero or as part of a team to provide their Hero Services.

2.3 Service Reservations. An Service Reservation is a limited license to enter, occupy and use the Service. The Hero retains the right to re-enter the Service during your stay, to the extent: (i) it is reasonably necessary, (ii) permitted by your contract with the Hero, and (iii) consistent with applicable law. If you stay past checkout, the Hero has the right to make you leave in a manner consistent with applicable law, including by imposing reasonable overstay penalties. You may not exceed the maximum number of allowed Neighbors.

2.4 Reservations for Experiences and Other Hero Services. An Experience or other Hero Service Reservation entitles you to participate in, attend, or use that Hero Service. You are responsible for confirming that you, and anyone you invite, meet minimum age, proficiency, fitness or other requirements. You are responsible for informing the Hero of any medical or physical conditions, or other circumstances that may impact your ability to participate, attend or use the Hero Service. Except where expressly authorized, you may not allow any person to join a Hero Service unless they are included as an additional Neighbor during the booking process.

  1. Cancellations, Travel Issues, Refunds and Booking Modifications.

3.1 Cancellations, Travel Issues, and Refunds. In general, if you cancel a reservation, the amount refunded to you is determined by the cancellation policy that applies to that reservation. But, in certain situations, other policies take precedence and determine what amount is refunded to you. If something outside your control requires you to cancel a reservation, you may be entitled to a partial or full refund under our Extenuating Circumstances Policy. If the Hero cancels, or you experience a Travel Issue (as defined in our Neighbor Refund Policy), you may be entitled to rebooking assistance or a partial or full refund under our Neighbor Refund Policy. Different policies apply to certain categories of Listings; for example Experiences reservations are governed by the Experiences Neighbor Refund Policy. See each Additional Legal Term or Policy for details about what is covered, and what refund applies in each situation. You may appeal a decision by TLH by contacting ourcustomer service.

3.2 Booking Modifications. Heroes and Neighbors are responsible for any booking modifications they agree to make via the TLH Platform or direct TLH customer service to make on their behalf (“Booking Modifications“), and agree to pay any additional amounts, fees or taxes associated with any Booking Modification.

  1. Your Responsibilities.

You are responsible for your own acts and omissions and are also responsible for the acts and omissions of anyone you invite to join or provide access to any Service or Experience. For example, this means: (i) you are responsible for leaving an Service (and related personal property) in the condition it was in when you arrived, (ii) you are responsible for paying all Damage Claim amounts necessary to cover damage that you, your Neighbor(s), or your pet(s) cause to an Service, and (iii) you must act with integrity, treat others with respect and comply with applicable laws at all times. If you are booking for an additional Neighbor who is a minor or if you bring a minor to a Hero Service, you must be legally authorized to act on behalf of the minor and you are solely responsible for the supervision of that minor.

Hero Terms

  1. Heroing on TLH.

5.1 Hero. As a Hero, TLH offers you the right to use the TLH Platform to share your Service, Experience, or other Hero Service with our vibrant community of Neighbors – and earn money doing it. It’s easy to create a Listing and you are in control of how you Hero – set your price, availability, and rules for each Listing.

5.2 Contracting with Neighbors. When you accept a booking request, or receive a booking confirmation through the TLH Platform, you are entering into a contract directly with the Neighbor, and are responsible for delivering the Hero Service under the terms and at the price specified in your Listing. You are also agreeing to pay applicable fees like TLH’s service fee (and applicable taxes) for each booking. TLH Payments will deduct amounts you owe from your payout unless we and you agree to a different method. Any terms or conditions that you include in any supplement contract with Neighbors must: (i) be consistent with these Terms, our

Additional Legal TermsPolicies, and the information provided in your Listing, and (ii) be prominently disclosed in your Listing description.

5.3 Independence of Heroes. Your relationship with TLH is that of an independent individual or entity and not an employee, agent, joint venturer or partner of TLH, except that TLH Payments acts as a payment collection agent as described in the Payments Terms. TLH does not direct or control your Hero Service and you understand that you have complete discretion whether and when to provide Hero Services and at what price and on what terms to offer them.

  1. Managing Your Listing.

6.1 Creating and Managing Your Listing. The TLH Platform provides tools that make it easy for you to set up and manage a Listing. Your Listing must include complete and accurate information about your Hero Service, your price, other charges like cleaning fees, resort fees, offline fees, and any rules or requirements that apply to your Neighbors or Listing. You are responsible for your acts and omissions as well as for keeping your Listing information (including calendar availability) and content (like photos) up-to-date and accurate at all times. We recommend that you obtain appropriate insurance for your Hero Services and suggest you carefully review policy terms and conditions like coverage details and exclusions. You may only maintain one Listing per Service, but may have multiple Listings for a single property if it has multiple places to stay. Any offer of an Experience is subject to our Additional Terms for Experience Heroes.

6.2 Know Your Legal Obligations. You are responsible for understanding and complying with any laws, rules, regulations and contracts with third parties that apply to your Listing or Hero Services. For example: Some landlords and leases, or homeowner and condominium association rules, restrict or prohibit subletting, short-term rentals and/or longer-term stays. Some cities have zoning or other laws that restrict the short-term rental of residential properties. Some jurisdictions require Heroes to register, get a permit, or obtain a license before providing certain Hero Services (such as short-term rentals, longer-term stays, preparing food, serving alcohol for sale, guiding tours or operating a vehicle). In some places, the Hero Services you want to offer may be prohibited altogether. Some jurisdictions require that you register Neighbors who stay at your Service. Some jurisdictions have laws that create tenancy rights for Neighbors and additional obligations for Heroes. For example, some places have landlord-tenant, rent control, and eviction laws that may apply to longer stays. Check your local rules to learn what rules apply to the Hero Services you plan to offer. Information we provide regarding legal requirements is for informational purposes only and you should independently confirm your obligations. You are responsible for handling and using personal data of Neighbors and others in compliance with applicable privacy laws and these Terms, including our Hero Privacy Standards. If you have questions about how local laws apply you should always seek legal advice.

6.3 Search Ranking. The ranking of Listings in search results on the TLH Platform depends on a variety of factors, including these main parameters:

  • Neighbor search parameters (e.g. number of Neighbors, time and duration of the trip, price range),
  • Listing characteristics (e.g. price, calendar availability, number and quality of images, Reviews, type of Hero Service, Hero status, age of the Listing, average Neighbor popularity),
  • Neighbor booking experience (e.g. customer service and cancellation history of the Hero, ease of booking),
  • Hero requirements (e.g. minimum or maximum nights, booking cut-off time), and
  • Neighbor preferences (e.g. previous trips, saved Listings, location from where the Neighbor is searching).

Search results may appear different on our mobile application than they appear on our website. TLH may allow Heroes to promote their Listings in search or elsewhere on the TLH Platform by paying an additional fee. More information about the factors that determine how your Listing appears in search results, our current promotional programs (if any) and how we identify promoted Content can be found in our Help Center.

6.4 Your ResponsibilitiesYou are responsible for your own acts and omissions and are also responsible for the acts and omissions of anyone you allow to participate in providing your Hero Services. You are responsible for setting your price and establishing rules and requirements for your Listing. You must describe any and all fees and charges in your Listing description and may not collect any additional fees or charges outside the TLH Platform except those expressly authorized by our Offline Fee Policy. Do not encourage Neighbors to create third-party accounts, submit reviews, provide their contact information, or take other actions outside the TLH Platform in violation of our Off-Platform Policy.

6.5 Heroing as a Team or Organization. If you work with a co-Hero or Hero as part of a team, business or other organization, the entity and each individual who participates in providing Hero Services, is responsible and liable as a Hero under these Terms. If you accept terms or enter into contracts, you represent and warrant that you are authorized to enter into contracts for and bind your team, business or other organization, and that each entity you use is in good standing under the laws of the place where it is established. If you perform other functions, you represent and warrant that you are authorized to perform those functions. If you instruct TLH to transfer a portion of your payout to a co-Hero or other Heroes, or send payments to someone else, you must be authorized to do so, and are responsible and liable for the payment amounts and accuracy of any payout information you provide.

  1. Cancellations, Travel Issues, and Booking Modifications.

7.1 Cancellations and Travel Issues. In general, if a Neighbor cancels a reservation, the amount paid to you is determined by the cancellation policy that applies to that reservation. As a Hero, you should not cancel on a Neighbor without a valid reason under our Extenuating Circumstances Policy or applicable law. If you cancel on a Neighbor without such a valid reason, we may impose a cancellation fee and other consequences. If: (i) a Neighbor experiences a Travel Issue (as defined by the Neighbor Refund Policy), (ii) an Extenuating Circumstance arises, or (iii) a reservation is cancelled under Section 13 of these Terms, the amount you are paid will be reduced by the amount we refund or otherwise provide to the Neighbor, and by any other reasonable costs we incur as a result of the cancellation. If a Neighbor receives a refund after you have already been paid, or the amount of the refund and other costs incurred by TLH exceeds your payout, TLH (via TLH Payments) may recover that amount from you, including by offsetting the refund against your future payouts. You agree that TLH’s Neighbor Refund PolicyExtenuating Circumstances Policy, and these Terms preempt the cancellation policy you set in situations where they allow for the cancellation of a Reservation and/or the issuance of refunds to Neighbors. If we reasonably expect to provide a refund to a Neighbor under one of these policies, we may delay release of any payout for that Reservation until a refund decision is made. If you Hero an Experience please note that the Experience Cancellation PolicyExperiences Neighbor Refund Policy and different cancellation fees and consequences apply to your Reservations. See each Policy for details about what is covered, and what your payout will be in each situation. You may appeal a decision by TLH by contacting our customer service.

7.2 Booking Modifications. Heroes and Neighbors are responsible for any Booking Modifications they agree to make via the TLH Platform or direct TLH customer service to make on their behalf, and agree to pay any additional amounts, fees or taxes associated with a Booking Modification.

  1. Taxes.

8.1 Hero Taxes. As a Hero, you are responsible for determining and fulfilling your obligations under applicable laws to report, collect, remit or include in your price any applicable VAT or other indirect taxes, occupancy taxes, tourist, income or other taxes (“Taxes“).

8.2 Collection and Remittance by TLH. In jurisdictions where TLH facilitates the collection and/or remittance of Taxes on behalf of Heroes, you instruct and authorize TLH to collect Taxes on your behalf, and/or to remit such Taxes to the relevant Tax authority. Any Taxes that are collected and/or remitted by TLH are identified to Community Members on their transaction records, as applicable. TLH may seek additional amounts from Community Members (including by deducting such amounts from future payouts) in the event that the Taxes collected and/or remitted are insufficient to fully discharge that Community Members’ tax obligations, and you agree that your sole remedy for Taxes collected by TLH is a refund from the applicable Tax authority. You acknowledge and agree that we retain the right, with prior notice to affected Community Members, to cease the collection and remittance of Taxes in any jurisdiction for any reason.

8.3 Tax Information. In certain jurisdictions, Tax regulations may require that we collect and/or report Tax information about you, or withhold Taxes from payouts to you, or both. If you fail to provide us with documentation that we determine to be sufficient to support any such obligation to withhold Taxes from payouts to you, we may withhold payouts up to the amount as required by law, until sufficient documentation is provided. You agree that TLH may issue on your behalf invoices or similar documentation for VAT, GST, consumption or other Taxes for your Hero Services to facilitate accurate tax reporting by our Neighbors and their organizations.

General Terms

  1. Reviews.

After each Hero Service, Neighbors and Heroes will have an opportunity to review each other. Your Review must be accurate and may not contain any discriminatory, offensive, defamatory, or other language that violates our Content Policy or Review Policy. Reviews are not verified by TLH for accuracy and may be incorrect or misleading.

  1. Content.

Parts of the TLH Platform enable you to provide feedback, text, photos, audio, video, information and other content (“Content”). By providing Content, in whatever form and through whatever means, you grant TLH a non-exclusive, worldwide, royalty-free, sub-licensable and transferable license, for the term of the protection of the rights so licensed, to access, use, store, copy, modify, prepare derivative works of, distribute, publish, transmit, stream, broadcast, and otherwise exploit in any manner such Content to provide and/or promote the TLH Platform, in any media or platform, known or unknown to date and in particular on Internet and social networks. If Content includes personal information, such Content will only be used for these purposes if such use complies with applicable data protection laws in accordance with our Privacy Policy. Where TLH pays for the creation of Content or facilitates its creation, TLH may own that Content, in which case supplemental terms or disclosures will say that. You are solely responsible for all Content that you provide and warrant that you either own it or are authorized to grant TLH the rights described in these Terms. You are responsible and liable if any of your Content violates or infringes the intellectual property or privacy rights of any third party. Content must comply with our Content Policy and Nondiscrimination Policy, which prohibit, among other things, discriminatory, obscene, harassing, deceptive, violent and illegal content. You agree that TLH may make available services or automated tools to translate Content and that your Content may be translated using such services or tools. TLH does not guarantee the accuracy or quality of translations and Community Members are responsible for confirming the accuracy of such translations.

  1. Fees.

TLH may charge fees (and applicable Taxes) to Heroes and Neighbors for the right to use the TLH Platform. Any applicable fees are disclosed to Heroes before publishing a listing and to Neighbors before making a booking. More information about when service fees apply and how they are calculated can be found on our Service Fees page. Except as otherwise provided on the TLH Platform, service fees are non-refundable.

  1. TLH Platform Rules.

12.1 Rules. You must follow these rules and must not help or induce others to break or circumvent these rules.

  • Act with integrity and treat others with respect
    • Do not lie, misrepresent something or someone, or pretend to be someone else.
    • Be polite and respectful when you communicate or interact with others.
    • Follow our Nondiscrimination Policy and do not discriminate against or harass others.
  • Do not scrape, hack, reverse engineer, compromise or impair the TLH Platform
    • Do not use bots, crawlers, scrapers or other automated means to access or collect data or other content from or otherwise interact with the TLH Platform.
    • Do not hack, avoid, remove, impair, or otherwise attempt to circumvent any security or technological measure used to protect the TLH Platform or Content.
    • Do not decipher, decompile, disassemble or reverse engineer any of the software or hardware used to provide the TLH Platform.
    • Do not take any action that could damage or adversely affect the performance or proper functioning of the TLH Platform.
  • Only use the TLH Platform as authorized by these Terms or another agreement with us
    • You may only use another Member’s personal information as necessary to facilitate a transaction using the TLH Platform as authorized by these Terms.
    • Do not use the TLH Platform, our messaging tools, or Community Members’ personal information to send commercial messages without their express consent.
    • You may use Content made available through the TLH Platform solely as necessary to enable your use of the TLH Platform as a Neighbor or Hero.
    • Do not use Content unless you have permission from the Content owner or the use is authorized by us in these Terms or another agreement you have with us.
    • Do not request, make or accept a booking or any payment outside of the TLH Platform to avoid paying fees, taxes or for any other reason. See our Offline Fee Policy for exceptions.
    • Do not require or encourage Neighbors to open an account, leave a review, or otherwise interact, with a third party website, application or service before, during or after a reservation, unless authorized by TLH.
    • Do not engage in any practices that are intended to manipulate our search algorithm.
    • Do not book Hero Services unless you are actually using the Hero Services.
    • Do not use, copy, display, mirror or frame the TLH Platform, any Content, any TLH branding, or any page layout or design without our consent.
  • Honor your legal obligations
    • Understand and follow the laws that apply to you, including privacy, data protection, and export laws.
    • If you provide us with someone else’s personal information, you: (i) must do so in compliance with applicable law, (ii) must be authorized to do so, and (iii) authorize us to process that information under our Privacy Policy.
    • Read and follow our Terms, Additional Legal TermsPolicies and Standards.
    • Do not organize or facilitate unauthorized parties or events. You are responsible and liable for any party or event during your reservation that violates our rules for parties and events, as incorporated by reference herein.
    • Do not use the name, logo, branding, or trademarks of TLH or others without permission.
    • Do not use or register any domain name, social media handle, trade name, trademark, branding, logo or other source identifier that may be confused with TLH branding.
    • Do not offer Hero Services that violate the laws or agreements that apply to you.
    • Do not offer or solicit prostitution or participate in or facilitate human trafficking.

12.2 Reporting Violations. If you believe that a Member, Listing or Content poses an imminent risk of harm to a person or property, you should immediately contact local authorities before contacting TLH. In addition, if you believe that a Member, Listing or Content has violated our Standards, you should report your concerns to TLH. If you reported an issue to local authorities, TLH may request a copy of that report. Except as required by law, we are not obligated to take action in response to any report.

12.3 Copyright Notifications. If you believe that Content on the TLH Platform infringes copyrights, please notify us in accordance with our Copyright Policy.

  1. Termination, Suspension and other Measures.

13.1 Term. The agreement between you and TLH reflected by these Terms remains in effect until either you or we terminate the agreement in accordance with these Terms.

13.2 Termination. You may terminate this agreement at any time by sending us an email or by deleting your account. TLH may terminate this agreement for any reason by giving you 30 days’ notice via email or using any other contact information you have provided for your account. TLH may also terminate this agreement immediately and without prior notice and stop providing access to the TLH Platform if (i) you materially breach these Terms or our Additional Legal Terms, or Policies, (ii) you violate applicable laws, or (iii) such action is necessary to protect the personal safety or property of TLH, its Community Members, or third parties (for example in the case of fraudulent behavior of a Member), or (iv) your account has been inactive for more than two years.

13.3 Member Violations. If (i) you breach these Terms, our Additional Legal TermsPolicies, or our Standards, (ii) you violate applicable laws, regulations or third party rights, (iii) you have repeatedly received poor Reviews or TLH otherwise becomes aware of or has received complaints about your performance or conduct, (vi) you have repeatedly cancelled confirmed bookings or failed to respond to booking requests without a valid reason, or (vii) such action is necessary to protect the personal safety or property of TLH, its Community Members, or third parties, TLH may:

  • suspend or limit your access to or use of the TLH Platform and/or your account;
  • suspend or remove Listings, Reviews, or other Content;
  • cancel pending or confirmed bookings; or
  • suspend or revoke any special status associated with your account.

In case of non-material violations or where otherwise appropriate, you will be given notice of any intended measure by TLH and an opportunity to resolve the issue, unless such notification would (i) prevent or impede the detection or prevention of fraud or other illegal activities, (ii) harm the legitimate interests of other Community Members or third parties, or (iii) contravene applicable laws.

13.4 Legal Mandates. TLH may take any action it determines is reasonably necessary to comply with applicable law, or the order or request of a court, law enforcement or other administrative agency or governmental body, including the measures described above in Section 13.3.

13.5 Effect of Termination. If you are a Hero and terminate your TLH account, any confirmed booking(s) will be automatically cancelled and your Neighbors will receive a full refund. If you terminate your account as a Neighbor, any confirmed booking(s) will be automatically cancelled and any refund will depend upon the terms of the Listing’s cancellation policy. When this agreement has been terminated, you are not entitled to a restoration of your account or any of your Content. If your access to or use of the TLH Platform has been limited, or your TLH account has been suspended, or this agreement has been terminated by us, you may not register a new account or access or use the TLH Platform through an account of another Member.

13.6 Appeal. If TLH takes any of the measures described in this Section 13 you may appeal such a decision by contacting our customer service.

  1. Modification of these Terms.

When we propose changes to these Terms, we will post the revised Terms on the TLH Platform and update the “Last Updated” date at the top of these Terms. We will provide you with notice of the proposed changes by email at least thirty (30) days before the date they become effective. If the proposed changes to these Terms are material, you will be asked to explicitly accept the revised Terms. Such notice will also inform you about your right to reject the proposed changes, the timeframe to do so, and your right to terminate the Agreement at any time before the effective date of the proposed changes as provided in these Terms. In case of (i) non-material changes to these Terms which do not affect its essential provisions, in particular, provisions defining the nature and scope of the services provided by TLH, or (ii) changes that are required by law, a legally binding court decision, or binding order of a competent authority, your continued use of the TLH Platform after the effective date of the proposed changes will constitute acceptance of the revised Terms.

  1. Resolving Complaints and Damage Claims.

If a Member provides valid evidence that you, your Neighbor(s), or your pet(s) culpably damaged the complaining Member’s real or personal property, or real or personal property the complaining Member is responsible for, including consequential damages, (“Damage Claim”), the complaining Member can notify TLH and/or seek compensation through the Resolution Center. You will be notified of the Damage Claim and given an opportunity to respond. If you agree to pay, or if the Damage Claim is escalated to TLH and TLH determines under consideration of any applicable statutory rules on the burden of proof that the Damage Claim is valid and you are responsible for the Damage Claim, TLH via TLH Payments can collect the amount of the Damage Claim from you. TLH may also pursue against you any remedies it may have available under applicable law, including referral of the matter to a collections agency, and/or pursuit of available causes of action and/or claims against you. You agree to cooperate in good faith, provide any information TLH requests, execute documents, and take further reasonable action, in connection with Damage Claims, Member complaints, claims under insurance policies, or other claims related to your provision or use of Hero Services. You may appeal a decision by TLH by contacting our customer service. Any decisions made by TLH in relation to a Damage Claim do not affect your contractual and statutory rights. Your right to take legal action before a court of law remains unaffected.

  1. TLH’s Role.

We offer you the right to use a platform that enables Community Members to publish, offer, search for, and book Hero Services. When Community Members make or accept a booking, they are entering into a contract directly with each other. TLH is not and does not become a party to or other participant in any contractual relationship between Community Members. TLH is not acting as an agent for any Member except for where TLH Payments acts as a collection agent as provided in the Payments Terms. While we work hard to ensure our Community Members have great experiences using TLH, we do not and cannot control the conduct or performance of Neighbors and Heroes and do not guarantee (i) the existence, quality, safety, suitability, or legality of any Listings or Hero Services or (ii) the truth or accuracy of any Listing descriptions, Reviews, or other Content provided by Community Members. You acknowledge that TLH has no general obligation to monitor the use of the TLH Platform and verify information provided by our Community Members, but has the right to review, disable access to, remove, or edit Content to: (i) operate, secure and improve the TLH Platform (including for fraud prevention, risk assessment, investigation and customer support purposes); (ii) ensure Community Members’ compliance with these Terms; (iii) comply with applicable law or the order or requirement of a court, law enforcement or other administrative agency or governmental body; (iv) address Member Content that we determine is harmful or objectionable; (v) take actions set out in these Terms; and (vi) maintain and enforce any quality or eligibility criteria, including by removing Listings that don’t meet quality and eligibility criteria. Where we remove or disable Content, we will notify a Member and provide the reasons for such a measure, unless such notification would (i) prevent or impede the detection or prevention of fraud or other illegal activities, (ii) harm the legitimate interests of other Community Members or third parties, or (iii) contravene applicable laws. You may appeal such a decision by contacting our customer service. Community Members agree to cooperate with and assist TLH in good faith, and to provide TLH with such information and take such actions as may be reasonably requested by TLH with respect to any investigation undertaken by TLH regarding the use or abuse of the TLH Platform.

  1. Member Accounts.

You must register an account to access and use many features of the TLH Platform. Registration is only permitted for legal entities, partnerships and natural persons who are 18 years or older. You represent and warrant that you are not a person or entity barred from using the TLH Platform under the laws of the United States, your place of residence, or any other applicable jurisdiction. You must provide accurate, current, and complete information during registration and keep your account information up-to-date. You may not register more than one account or transfer your account to someone else. You are responsible for maintaining the confidentiality and security of your account credentials and may not disclose your credentials to any third party. You must immediately notify TLH if you suspect that your credentials have been lost, stolen, or your account is otherwise compromised. You are responsible and liable for activities conducted through your TLH Account, unless such activities are not authorized by you and you are not otherwise negligent (such as failing to report the unauthorized use or loss of your credentials). If and as permitted by applicable law, we may, but have no obligation to (i) ask you to provide identification or other information, (ii) undertake checks designed to help verify your identity or background, (iii) screen you against third-party databases or other sources and request reports from service providers, and (iv) obtain reports from public records of criminal convictions or sex offender registrations or their local equivalents.

  1. Disclaimer.

We do not endorse or warrant the existence, conduct, performance, safety, quality, legality or suitability of any Neighbor, Hero, Hero Service, Listing or third party and we do not warrant that verification, identity or background checks conducted on Community Members (if any) will identify past misconduct or prevent future misconduct. Any references to a Member being “verified” (or similar language) indicate only that the Member or TLH has completed a relevant verification or identification process and nothing else. We are not responsible for outages or disruptions of the Internet and telecommunications infrastructure which are beyond our control and can lead to interruptions in the availability of the TLH Platform. TLH may, temporarily and under consideration of the Community Members’ legitimate interests (e.g. by providing prior notice), restrict the availability of the TLH Platform or certain features thereof, if this is necessary in view of capacity limits, the security or integrity of our servers, or to carry out maintenance measures that ensure the proper or improved functioning of the TLH Platform.

  1. Liability.

TLH is liable under statutory provisions for intent and gross negligence by us, our legal representatives, directors, or other vicarious agents. The same applies to the assumption of guarantees or any other strict liability, or in case of a culpable injury to life, limb, or health. For any negligent breaches of essential contractual obligations by us, our legal representatives, directors, or other vicarious agents TLH’s liability is limited to the typically occurring foreseeable damages. Essential contractual obligations are such duties of TLH in whose proper fulfillment you regularly trust and must trust for the proper execution of the contract. Any additional liability of TLH is excluded.

  1. Indemnification.

To the maximum extent permitted by applicable law, you agree to release, defend (at TLH’s option), indemnify, and hold TLH (including TLH Payments, other affiliates, and their personnel) harmless from and against any claims, liabilities, damages, losses, and expenses, including, without limitation, reasonable legal and accounting fees, arising out of or in any way connected with: (i) your breach of these Terms (including any supplemental or additional terms that apply to a product or feature) or our

Additional Legal TermsPolicies, or Standards, (ii) your improper use of the TLH Platform, (iii) your interaction with any Member, stay at an Service, participation in an Experience or other Hero Service, including without limitation any injuries, losses or damages (whether compensatory, direct, incidental, consequential or otherwise) of any kind arising in connection with or as a result of such interaction, stay, participation or use, (iv) your failure, or our failure at your direction, to accurately report, collect or remit Taxes, or (v) your breach of any laws, regulations or third party rights such as intellectual property or privacy rights. The indemnification obligation only applies if and to the extent that the claims, liabilities, damages, losses, and expenses have been adequately caused by your culpable breach of a contractual obligation.

  1. Contracting Entities.

Based on your country of residence or establishment and what you are doing on the TLH Platform, Schedule 1 below sets out the TLH entity with whom you are contracting. If we identify through the TLH Platform, an TLH entity other than the one set out on Schedule 1 as being responsible for a product, feature or transaction, the TLH entity so identified is your contracting entity with respect to that product, feature or transaction. If you change your country of residence or establishment to a country outside of the EEA, Switzerland or the United Kingdom, the TLH company you contract with and the applicable version of the Terms of Service will be determined by your new country of residence or establishment, from the date on which your country of residence or establishment changes.

  1. Applicable law and Jurisdiction.

These Terms are governed by and construed in accordance with Irish law. If you are acting as a consumer and if mandatory statutory consumer protection regulations in your country of residence contain provisions that are more beneficial for you, such provisions shall apply irrespective of the choice of Irish law. As a consumer, you may bring any judicial proceedings relating to these Terms before the competent court of your place of residence or the competent court of TLH’s place of business in Ireland. If TLH wishes to enforce any of its rights against you as a consumer, we may do so only in the courts of the jurisdiction in which you are a resident. If you are acting as a business, you agree to submit to the exclusive jurisdiction of the Irish courts.

  1. Miscellaneous.

23.1 Other Terms Incorporated by Reference. Our Hero Damage ProtectionJapan Hero Insurance TermsNeighbor Refund PolicyExperiences Neighbor Refund PolicyContent PolicyNondiscrimination PolicyExtenuating Circumstances PolicyPoliciesStandards and other supplemental policies and terms linked to in these Terms apply to your use of the TLH Platform, are incorporated by reference, and form part of your agreement with TLH.

23.2 Interpreting these Terms. Except as they may be supplemented by additional terms, conditions, policies, guidelines, standards, and in-product disclosures, these Terms constitute the entire agreement between TLH and you pertaining to your access to or use of the TLH Platform and supersede any and all prior oral or written understandings or agreements between TLH and you. These Terms do not and are not intended to confer any rights or remedies upon anyone other than you and TLH. If any provision of these Terms is held to be invalid or unenforceable, except as otherwise indicated in Section 24.11 below, such provision will be struck and will not affect the validity and enforceability of the remaining provisions.

23.3 No Waiver. TLH’s failure to enforce any right or provision in these Terms will not constitute a waiver of such right or provision unless acknowledged and agreed to by us in writing. Except as expressly set forth in these Terms, the exercise by either party of any of its remedies under these Terms will be without prejudice to its other remedies under these Terms or otherwise permitted under law.

23.4 Assignment. You may not assign, transfer or delegate this agreement or your rights and obligations hereunder without TLH’s prior written consent. TLH may without restriction assign, transfer or delegate this agreement and any rights and obligations hereunder, at its sole discretion, with 30 days’ prior notice. Your right to terminate this agreement at any time pursuant to Section 13.2 remains unaffected.

23.5 Notice. Unless specified otherwise, any notices or other communications to Community Members permitted or required under this agreement, will be provided electronically and given by TLH via email, TLH Platform notification, messaging service (including SMS and WeChat), or any other contact method we enable you to provide. If a notification relates to a booking or Listing in Japan, you agree and acknowledge that such notifications via electronic means in lieu of a written statement, satisfies TLH’s obligations under Article 59 (1) of the Japanese Housing Service Business Act.

23.6 Third-Party Services. The TLH Platform may contain links to third-party websites, applications, services or resources (“Third-Party Services”) that are subject to different terms and privacy practices. TLH is not responsible or liable for any aspect of such Third-Party Services and links to such Third-Party Services are not an endorsement.

23.7 Google Terms. Some translations on the TLH Platform are powered by Google. Google disclaims all warranties related to the translations, express or implied, including any warranties of accuracy, reliability, and any implied warranties for merchantability, fitness for a particular purpose and non-infringement. Some areas of the TLH Platform implement Google Maps/Earth mapping services, including Google Maps API(s). Your use of Google Maps/Earth is subject to the Google Maps/Google Earth Additional Terms of Service.

23.8 Apple Terms. If you access or download our application from the Apple App Store, you agree to Apple’s Licensed Application End User License Agreement.

23.9 TLH Platform Content. Content made available through the TLH Platform may be protected by copyright, trademark, and/or other laws of the United States and other countries. You acknowledge that all intellectual property rights for that Content are the exclusive property of TLH and/or its licensors and agree that you will not remove, alter or obscure any copyright, trademark, service mark or other proprietary rights notices. You may not use, copy, adapt, modify, prepare derivative works of, distribute, license, sell, transfer, publicly display, publicly perform, transmit, broadcast or otherwise exploit any Content accessed through the TLH Platform except to the extent you are the legal owner of that Content or as expressly permitted in these Terms. Subject to your compliance with these Terms, TLH grants you a limited, non-exclusive, non-sublicensable, revocable, non-transferable license to (i) download and use the Application on your personal device(s); and (ii) access and view the Content made available on or through the TLH Platform and accessible to you, solely for your personal and non-commercial use.

23.10 TLH.org. TLH.org is a nonprofit corporation exempt from income taxation under U.S. Internal Revenue Code Section 501(c)(3), operating as a public charity. TLH.org is not owned or controlled by TLH. TLH.org administers a number of charitable programs that benefit our Hero and Neighbor communities and the public.

23.11 Force Majeure. TLH shall not be liable for any delay or failure to perform resulting from causes outside its reasonable control, including, but not limited to, acts of God, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, accidents, epidemics or disease, strikes or shortages of transportation facilities, fuel, energy, labor or materials.

23.12 Emails and SMS. You will receive administrative communications from us using the email address or other contact information you provide for your TLH account. Enrollment in additional email subscription programs will not affect the frequency of these administrative emails, though you should expect to receive additional emails specific to the program(s) to which you have subscribed. You may also receive promotional emails from us. No fee is charged for these promotional emails, but third-party data rates could apply. You can control whether you receive promotional emails using the notification preferences in your account settings. Please note that you will not be able to take advantage of certain promotions if you disable certain communication settings or do not have an TLH Account. In the U.S. if you consent to receive SMS (text messages) from us, you will be subject to our SMS Terms.

23.13 Contact Us. If you have any questions about these Terms please email us.

  1. United States Dispute Resolution and Arbitration Agreement.

24.1 Application. This Arbitration Agreement only applies to you if your country of residence or establishment is the United States. If your country of residence or establishment is not the United States, and you nevertheless attempt to bring any legal claim against TLH in the United States, this Arbitration Agreement will apply for determination of the threshold issue of whether this Section 24 applies to you, and all other threshold determinations, including residency, arbitrability, venue, and applicable law.

24.2 Overview of Dispute Resolution Process. TLH is committed to participating in a consumer-friendly dispute resolution process. To that end, these Terms provide for a two-part process for individuals to whom this Section 24 applies: (1) an informal negotiation directly with TLH’s customer service team (described in paragraph 24.3, below), and if necessary (2) a binding arbitration administered by the American Arbitration Association (“AAA”). You and TLH each retain the right to seek relief in small claims court as an alternative to arbitration.

24.3 Mandatory Pre-Arbitration Dispute Resolution and Notification. At least 30 days prior to initiating an arbitration, you and TLH each agree to notify the other party of the dispute in writing and attempt in good faith to negotiate an informal resolution. You must send your notice of dispute to TLH by mailing it to TLH’s agent for service: CSC Lawyers Incorporating Service, 2710 Gateway Oaks Drive, Suite 150N, Sacramento, California 95833. TLH will send its notice of dispute to the email address associated with your TLH account. A notice of dispute must include: the party’s name and preferred contact information, a brief description of the dispute, and the relief sought. If the parties are unable to resolve the dispute within the 30-day period, only then may either party commence arbitration by filing a written Demand for Arbitration (available at www.adr.org) with the AAA and providing a copy to the other party as specified in the AAA Rules (available at www.adr.org).

24.4 Agreement to ArbitrateYou and TLH mutually agree that any dispute, claim or controversy arising out of or relating to these Terms or the applicability, breach, termination, validity, enforcement or interpretation thereof, or any use of the TLH Platform, Hero Services, or any Content (collectively, “Disputes”) will be settled by binding individual arbitration (the “Arbitration Agreement”). If there is a dispute about whether this Arbitration Agreement can be enforced or applies to our Dispute, you and TLH agree that the arbitrator will decide that issue.

24.5 Exceptions to Arbitration Agreement. You and TLH each agree that the following causes of action and/or claims for relief are exceptions to the Arbitration Agreement and will be brought in a judicial proceeding in a court of competent jurisdiction (as defined by Section 22 of the Terms of Service for Non-European Users): (i) any claim or cause of action alleging actual or threatened infringement, misappropriation or violation of a party’s copyrights, trademarks, trade secrets, patents, or other intellectual property rights; (ii) any claim or cause of action seeking emergency injunctive relief based on exigent circumstances (e.g., imminent danger or commission of a crime, hacking, cyber-attack); or (iii) a request for the remedy of public injunctive relief; or (iv) any individual claim of sexual assault or sexual harassment arising from your use of the TLH Platform or Hero Services. You and TLH agree that the remedy of public injunctive relief will proceed after the arbitration of all arbitrable claims, remedies, or causes of action, and will be stayed pending the outcome of the arbitration pursuant to section 3 of the Federal Arbitration Act.

24.6 Arbitration Rules and Governing Law. This Arbitration Agreement evidences a transaction in interstate commerce and the Federal Arbitration Act governs all substantive and procedural interpretation and enforcement of this provision. The arbitration will be administered by AAA in accordance with the Consumer Arbitration Rules and/or other AAA arbitration rules determined to be applicable by the AAA (the “AAA Rules“) then in effect, except as modified here. The AAA Rules are available at www.adr.org. In order to initiate arbitration, a completed written demand (available at www.adr.org) must be filed with the AAA and provided to the other party, as specified in the AAA rules.

24.7 Modification to AAA Rules – Arbitration Hearing/Location. In order to make the arbitration most convenient to you, TLH agrees that any required arbitration hearing may be conducted, at your option: (a) in the U.S. county where you reside; (b) in San Francisco County; (c) via phone or video conference; or (d) if all parties agree, by solely the submission of documents to the arbitrator.

24.8 Modification of AAA Rules – Attorney’s Fees and Costs. Your arbitration fees and your share of arbitrator compensation shall be governed by the AAA Rules and, where appropriate, limited by the AAA Consumer Rules. If such costs are determined by the arbitrator to be excessive, TLH will pay all arbitration fees and expenses. Either party may make a request that the arbitrator award attorneys’ fees and costs upon proving that the other party has asserted a claim, cross-claim or defense that is groundless in fact or law, brought in bad faith or for the purpose of harassment, or is otherwise frivolous, as allowed by applicable law and the AAA Rules.

24.9 Arbitrator’s Decision. The arbitrator’s decision will include the essential findings and conclusions upon which the arbitrator based the award. Judgment on the arbitration award may be entered in any court with proper jurisdiction. The arbitrator may award any relief allowed by law or the AAA Rules, but declaratory or injunctive relief may be awarded only on an individual basis and only to the extent necessary to provide relief warranted by the claimant’s individual claim.

24.10 Jury Trial Waiver. You and TLH acknowledge and agree that we are each waiving the right to a trial by jury as to all arbitrable Disputes.

24.11 No Class Actions or Representative Proceedings. You and TLH acknowledge and agree that, to the fullest extent permitted by law, we are each waiving the right to participate as a plaintiff or class member in any purported class action lawsuit, class-wide arbitration, private attorney general action, or any other representative or consolidated proceeding. Unless we agree in writing, the arbitrator may not consolidate more than one party’s claims and may not otherwise preside over any form of any class or representative proceeding. If there is a final judicial determination that applicable law precludes enforcement of the waiver contained in this paragraph as to any claim, cause of action or requested remedy, then that claim, cause of action or requested remedy, and only that claim, cause of action or requested remedy, will be severed from this agreement to arbitrate and will be brought in a court of competent jurisdiction. In the event that a claim, cause of action or requested remedy is severed pursuant to this paragraph, then you and we agree that the claims, causes of action or requested remedies that are not subject to arbitration will be stayed until all arbitrable claims, causes of action and requested remedies are resolved by the arbitrator.

24.12 Severability. Except as provided in Section 24.11, in the event that any portion of this Arbitration Agreement is deemed illegal or unenforceable, such provision will be severed and the remainder of the Arbitration Agreement will be given full force and effect.

24.13 Changes to Agreement to Arbitrate. If TLH changes this Section 24 after the date you last accepted these Terms (or accepted any subsequent changes to these Terms), you may reject that change by sending us written notice (including by email) within 30 days of the date the change is effective. Rejecting a new change, however, does not revoke or alter your prior consent to any earlier agreements to arbitrate any Dispute between you and TLH (or your prior consent to any subsequent changes thereto), which will remain in effect and enforceable as to any Dispute between you and TLH.

24.14 Survival. Except as provided in Section 24.12, and subject to Section 13.6 of the Terms of Service for Non-European Users this Section 24 will survive any termination of these Terms and will continue to apply even if you stop using the TLH Platform or terminate your TLH Account.

Additional Terms Applicable to Business Users

If you are a Business User as defined in Section 25 of these Terms, the following additional terms will apply to you:

  1. Business Users.

You are a “Business User” for the purposes of these Terms if (i) your place of residence or establishment is within the EEA or the United Kingdom, (ii) you fully meet the definition of a ‘business user’ outlined in Article 2 (1) of Regulation (EU) 2019/1150 on promoting fairness and transparency for business users of online intermediation services (“Platform to Business Regulation”), and (iii) you have notified TLH that you are a Business User by adding your business details to your TLH account. You are responsible for keeping your business details accurate and up to date.

  1. Termination, Suspension and other Measures.

In case we take any of the measures according to Section 13.2 and 13.3, you will be given the opportunity to clarify the facts and circumstances leading to such a measure in the framework of our internal complaint-handling process as described in Section 27.

  1. Complaints Handling and Mediation.

We want to be transparent about how we handle complaints and aim to treat all Business Users fairly. Our Help Center explains how you can access our internal complaint-handling system and what you can expect as a Business User when you make a complaint in relation to issues falling under the remit of Article 11 (1) of the Platform to Business Regulation. It also sets out the details of the mediation service that you can use in the event that such a complaint is not resolved.

  1. Access to Data.

Business Users have access to personal and other data in their TLH account and Hero dashboard which is provided by the Business User, their Neighbors or generated through the use of the TLH Platform and which is necessary for the performance of their Hero Services as well as aggregated information about searches, bookings and the performance of their listings. Our Privacy Policy sets out the categories of personal data and other data we collect, how we use, process, disclose and retain it, and how you can access it and exercise your data rights.

  1. Additional Distribution Channels.

TLH operates an affiliate program through which Listings may be featured on third party websites, such as those for online travel sites, media outlets, loyalty programs, and search aggregators. Listings may also appear in advertisements for TLH published on third party websites from time to time.

Schedule 1 – Contracting Entities

YOUR PLACE OF RESIDENCE OR ESTABLISHMENT: YOUR ACTIVITY ON THE TLH PLATFORM: TLH CONTRACTING ENTITY: CONTACT INFORMATION:
European Economic Area, Switzerland or the United Kingdom Booking or offering certain hotels or traditional Services, where TLH Travel, LLC is identified in the checkout or listing process. TLH Travel, LLC 888 Brannan Street, San Francisco, CA 94103, United States
Booking or offering Services located in the United States for stays of 28 nights or more where TLH Stays, Inc. is identified in the checkout or listing process. TLH Stays, Inc. 888 Brannan Street, San Francisco, CA 94103, United States
All other activities. TLH Ireland UC 8 Hanover Quay, Dublin 2, Ireland


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