These Terms govern (i) your use of Stey’s international websites and the Stey guest app (together, the “Platform”), and (ii) direct bookings and related guest services you purchase from Stey through the Platform.

1) Who we are (contracting party)

For direct bookings and Platform services, your contract is with:
Stey Nordics AS (org. no. 932 047 233)
Rådhusgata 23, 0158 Oslo, Norway
Contact: [support email] | Emergency phone (property): [number]

Stey operates hotels in multiple countries. Property-specific information (address, check-in arrangements, rules, fees) is shown in the booking flow and/or in-property information.

2) Scope

These Terms cover:

• browsing and using the Platform;

• direct bookings made on the Platform (website or app);

• on-property and in-app services (e.g., upgrades, late checkout, laundry, parking, paid amenities) purchased through the Platform or charged to your folio;

• Stey community features where users can post content (“UGC”).

Bookings via third parties/OTAs: If you book through an OTA, your booking contract is primarily governed by the OTA’s terms and the rate conditions you accepted there. These Terms still apply to your use of the Platform and to any direct purchases you make through the Platform.

3) Other documents that form part of your contract

The following documents form part of your agreement and may be property- or rate-specific:

• Booking & Rate Conditions shown before you pay (cancellation/no-show/payment schedule, deposits/prepayment, change rules).

• Payment Conditions shown at checkout (including pre-authorisation for incidentals where applicable).

• House Rules (property-specific), available at: [link placeholder].

• Privacy Policy and Cookie Policy: [links placeholder].

If there is a conflict, the Booking & Rate Conditions for your stay prevail for stay-specific matters.

4) Using the Platform and accounts

4.1 Account optionality. You can browse without an account. A Stey account is required for direct bookings and certain guest features (e.g., digital access, messaging, community).
4.2 One account per person. You may not create multiple accounts or share/sell an account.
4.3 Security. Keep credentials and device access secure. Tell us promptly if you suspect unauthorised use.
4.4 Eligibility. You must have legal capacity to enter into a contract. If you book for others, you confirm you have authority to do so and that they will comply with applicable rules.

5) Identity verification

Where required by law, property policy, or for fraud/security reasons, we may request identity verification (including government ID) before or during your stay, or to enable self check-in/digital access. If verification is required and cannot be completed, we may refuse or cancel self check-in/digital access and provide a reasonable alternative process where available (e.g., front desk verification).

6) Direct bookings

6.1 How a booking is formed. A direct booking is confirmed when you receive booking confirmation (in-app, email, or both).
6.2 Information accuracy. You must provide accurate guest details. You are responsible for errors (e.g., incorrect contact details preventing access message delivery).
6.3 Rates and availability. Rates depend on dates, room type, occupancy, and conditions. Obvious pricing mistakes may be corrected or the booking cancelled with a refund of amounts paid.

7) Prices, payments, deposits, and pre-authorisations

7.1 Payment processor. Payments are processed by a third-party payment service provider (“PSP”). Stey does not store or process your full card details directly.
7.2 Payment timing. Prepayment, deposits, pay-at-property, and similar arrangements depend on your Booking & Rate Conditions shown before purchase.
7.3 Pre-authorisations / incidentals. We may place a pre-authorisation (often up to the first night or another stated amount) to cover incidentals/damages as described in the checkout conditions and/or property information. Release timing depends on the PSP and your bank.
7.4 Currency and taxes/fees. Currency and included/excluded taxes/fees are shown at checkout. Local mandatory fees (if any) may be collected at property if stated.

8) Cancellations, no-shows, changes, refunds

8.1 Rate-specific rules. Cancellation, changes, and no-show fees depend on the rate you selected and are shown in your Booking & Rate Conditions before payment.
8.2 Refund method. Approved refunds are issued to the original payment method only, where permitted by the PSP and applicable law.
8.3 Processing times. We process refunds within a reasonable time; actual crediting depends on your PSP/bank.

Note on statutory withdrawal rights (EU). For accommodation services for a specific date/period, the statutory “14-day withdrawal right” generally does not apply under EU consumer rules (exception for accommodation and related services for specific dates/periods).

9) Check-in/out, digital access, and service continuity

9.1 Access method. Stey properties use PIN code access. Delivery method (in-app display, email/SMS, or front desk issuance) depends on the property process.
9.2 If digital access fails. If you cannot access due to a technical issue, contact: (i) front desk, (ii) in-app support/contact, or (iii) emergency phone shown for the property. We will use reasonable efforts to restore access or provide a practical alternative (e.g., manual issuance).
9.3 House rules and conduct. You must follow House Rules and staff instructions (safety, noise, occupancy limits, etc.). Repeated or serious breaches may result in removal from the property and/or additional charges as permitted by law and disclosed rules.

10) On-property and additional services

Additional services purchased through the Platform or charged to your folio (upgrades, late checkout, paid amenities, etc.) are governed by the terms shown at purchase/charge time and applicable House Rules/property policies.

11) Community and user-generated content (UGC)

11.1 Your responsibility. You are responsible for content you post (text, images, profile info, comments, etc.). Do not post unlawful, infringing, defamatory, hateful, or privacy-violating content, or spam.
11.2 License to operate the service. You grant Stey a non-exclusive, worldwide, royalty-free licence to host, store, reproduce, display, and distribute your UGC only as needed to operate, improve, and promote the community feature and the Platform (including moderation, backups, and making UGC visible to other users according to your settings).
11.3 No sale of UGC. We do not sell your UGC to third parties for unrelated purposes.
11.4 Moderation and takedown. We may remove or restrict UGC that violates these Terms, House Rules, or applicable law, or where required by authorities.
11.5 Retention and deletion. We may retain copies of UGC for legal compliance, security, and backups. If you delete content, some residual copies may remain for a limited time in backups.

12) Acceptable use of the Platform

You must not:

• attempt to break security, scrape, reverse engineer, or disrupt the Platform;

• misuse access codes or attempt unauthorised entry;

• upload malware or abuse messaging/notifications.

13) Third-party services and links

The Platform may integrate or link to third-party services (including the PSP). Third parties may have their own terms and privacy practices. We are not responsible for third-party services outside our reasonable control.

14) Intellectual property

Stey and its licensors own the Platform and related IP. You receive a limited, personal, revocable licence to use the Platform for its intended purposes. You may not copy, modify, distribute, or reverse engineer the Platform except where permitted by mandatory law.

15) Changes to the Platform and to these Terms

15.1 Platform changes. We may update or modify the Platform for security, legal, and operational reasons.
15.2 Terms changes. We may update these Terms. If changes materially affect your rights or obligations, we will provide reasonable notice in the Platform and/or via email (where we have it). Changes generally apply prospectively. Your continued use after the effective date indicates acceptance.

16) Disclaimers and liability

16.1 Consumer rights preserved. Nothing in these Terms limits mandatory consumer rights under applicable law.
16.2 Platform provided “as is”. We aim for high availability but do not guarantee uninterrupted operation.
16.3 Liability. To the extent permitted by law, Stey is not liable for indirect or consequential losses. For direct losses, Stey’s liability is limited to what applicable law allows, taking into account the nature of the service and your contract (including any mandatory local rules for accommodation services).

17) Indemnity (limited)

If you breach these Terms or misuse the Platform and this causes Stey to incur losses (e.g., third-party claims), you may be required to reimburse Stey to the extent permitted by applicable law.

18) Termination

We may suspend or terminate your account access if you materially breach these Terms or if necessary for security, legal compliance, or to prevent harm. Where practical, we will provide notice and a path to remedy. Termination of Platform access does not automatically cancel confirmed bookings (booking cancellation is governed by Booking & Rate Conditions).

19) Governing law and disputes

19.1 Governing law. These Terms are governed by Norwegian law.
19.2 Jurisdiction (consumers). If you are a consumer, you may also have the right to bring proceedings in the courts of your country of residence under applicable consumer jurisdiction rules.
19.3 ODR platform. The EU Online Dispute Resolution platform has been discontinued as of 20 July 2025.

20) Language

These Terms may be provided in multiple languages (English, Norwegian, Swedish, and later French). If there is a conflict in translation, the English version prevails to the extent permitted by applicable law.

21) Contact

Customer support: [support email]
Postal address: Stey Nordics AS, Rådhusgata 23, 0158 Oslo, Norway