Terms & Conditions

1. Scope and acceptance

These Terms & Conditions apply to stays at Five Star Escape, including reservations made directly through Five Star Escape and, to the extent permitted, reservations made through Booking.com, Airbnb or another booking platform.

By completing a reservation, completing payment, submitting guest information, checking the applicable acceptance box or proceeding with check-in, the booking guest confirms that they have had the opportunity to read and accept these Terms & Conditions and the House Rules.

The person making the reservation is responsible for ensuring that all members of their group and any approved visitors comply with these Terms.

Where mandatory law or the mandatory rules of the booking platform used for the reservation conflict with these Terms, those mandatory rules prevail only to the extent of that conflict.

2. Reservation and payment

A reservation is only fully confirmed once all required payment has been received and all mandatory pre-arrival requirements have been completed.

For reservations made through Booking.com, card details supplied to Booking.com do not necessarily constitute payment to Five Star Escape. Where Booking.com does not collect the accommodation price on our behalf, payment must be completed separately using the secure payment method provided by Five Star Escape, normally Stripe.

Unless otherwise stated, payment must be completed within 48 hours after the payment request is issued. Five Star Escape may release or cancel an unpaid reservation after the payment deadline.

Due to our remote self check-in operation, cash payment on arrival is generally not accepted.

Guests must never make a payment to a bank account, payment link or person that has not been officially provided or confirmed by Five Star Escape.

3. Guest identification and registration

All overnight guests must be registered in advance.

The booking guest must provide the requested identification or passport information for themselves and all accompanying guests before check-in.

Check-in instructions, access information and lockbox codes may be withheld until:

• payment is complete;
• required guest registration has been completed;
• required identification has been provided; and
• any applicable security authorization requirement has been satisfied.

Unregistered overnight guests are not permitted without prior written approval from Five Star Escape.

4. Occupancy and responsibility for guests

Maximum occupancy is the number stated on the reservation or listing and may never be exceeded without prior written approval.

The booking guest is responsible for the conduct of all persons admitted to the apartment by them, including registered guests, visitors and invitees.

Approval of an additional guest may be subject to the applicable additional-guest rate.

Allowing an unauthorized person to stay overnight, deliberately concealing additional occupants or exceeding maximum occupancy may constitute a serious breach of these Terms.

5. Check-in and check-out

Standard check-in is from 14:00.

Standard check-out is by 11:00.

Early check-in and late check-out are subject to availability and are only valid when confirmed in writing by Five Star Escape.

Remaining in the apartment after the agreed check-out time without authorization may result in additional charges reasonably related to the delay, cleaning disruption or impact on the next reservation.

Where an unauthorized late departure causes significant operational disruption, a charge of up to €250 may apply in addition to documented third-party or guest compensation costs, subject to applicable law and platform rules.

6. Security deposit and card authorization

For direct reservations and other reservations where permitted by the applicable booking platform, Five Star Escape may require a temporary card authorization or security deposit of up to €1,000.

The applicable amount must be disclosed before the authorization is taken.

A card authorization is not automatically a final charge. It temporarily reserves available funds on the guest's payment method.

Authorization duration and release times depend on the payment processor, card network and issuing bank.

Following check-out, the apartment may be inspected before the authorization is released.

Five Star Escape may apply documented amounts from the deposit or authorized funds, where legally and contractually permitted, toward:

• physical damage;
• missing or removed items;
• replacement of keys, locks or access equipment;
• exceptional cleaning or remediation;
• security or safety equipment damage;
• other documented losses arising directly from a guest's breach of these Terms.

Only substantiated amounts may be retained or captured.

Where the final documented amount is lower than the authorization, the remaining balance will be released or refunded.

Where the documented loss exceeds the deposit or authorization, the guest remains responsible for the remaining reasonable amount.

Nothing in this clause permits duplicate recovery of the same loss.

Stripe supports separate authorization and later capture, but authorization validity depends on the payment method and card-network rules.

7. Condition of the property at arrival

Guests are expected to notify Five Star Escape as soon as reasonably possible if they discover:

• existing damage;
• a missing item;
• a malfunction;
• an abnormal condition; or
• a cleanliness or maintenance issue.

For visible pre-existing damage, guests are strongly requested to report the issue as soon as possible after check-in, preferably within two hours, and provide photographs or video where reasonably possible.

Failure to report an obvious issue may be taken into account when investigating damage discovered after the stay, but does not by itself establish responsibility.

8. Damage during the stay

Guests must use the apartment, furniture, equipment and fixtures responsibly.

Any damage, breakage, accident or loss occurring during the stay must be reported to Five Star Escape as soon as reasonably possible and preferably before check-out.

Guests must not attempt significant repairs themselves without authorization.

The guest is responsible for damage beyond reasonable wear and tear caused by:

• the booking guest;
• another registered guest;
• an unauthorized guest;
• a visitor or invitee; or
• a person admitted to the property by the booking guest.

9. Post-stay inspections and evidence

Five Star Escape may inspect the apartment before and after stays.

Where an incident is investigated, evidence may include, where lawfully obtained:

• pre-stay and post-stay photographs or videos;
• cleaning-team inspection records;
• maintenance records;
• contractor assessments;
• repair quotations or invoices;
• inventory records;
• guest communications;
• statements from relevant staff or preceding/following guests; and
• exterior security-camera or doorbell-camera footage.

Guests are entitled to provide relevant evidence of their own when disputing a claim.

Five Star Escape will not knowingly claim costs for damage that cannot reasonably be connected to the applicable stay.

10. Missing or removed property

Furniture, furnishings, linen, cushions, towels, appliances, electronics, keys, decorative items and any other property belonging to Five Star Escape may not be removed from the apartment without written authorization.

Unauthorized removal of property is considered a serious breach of the House Rules.

If an item is missing after check-out, Five Star Escape may request its immediate return.

If the item is returned promptly, undamaged and in its original condition, Five Star Escape may consider the property-loss element resolved.

Where the item is not returned or is returned damaged, its reasonable replacement or repair cost may be charged or claimed.

If unauthorized removal requires substantial investigation, security intervention or administrative handling, an additional security-incident charge of up to €250 may apply where reasonable and permitted.

11. House Rules

• Smoking, vaping and e-cigarette use are prohibited inside the apartment.
• Parties and unauthorized events are prohibited.
• Pets are prohibited unless specifically approved in writing.
• Excessive noise and behaviour that disturbs other residents are prohibited.
• Quiet hours begin at 22:00.
• All overnight guests must be registered in advance.
• The apartment may not be used for illegal activity.
• Guests must not interfere with locks, smoke detectors, fire-safety systems, cameras, internet/network equipment or other safety/security equipment.
• Guests must switch off unnecessary lighting and air-conditioning when leaving the apartment.
• Windows and exterior doors should remain closed while air-conditioning is operating.
• Guests must follow reasonable instructions issued by the residence concerning communal areas, safety and security.

12. Standard €250 violation/remediation charge

The following substantiated serious House Rule violations may result in a standard contractual remediation or incident charge of €250 per incident, subject to applicable law, proportionality and booking-platform rules:

The €250 charge is intended to compensate Five Star Escape for reasonable remediation, inspection, administrative handling, security intervention and operational disruption associated with a substantiated incident.

Where mandatory law requires a lower or more proportionate amount, the charge will be adjusted accordingly.

If actual documented physical repair, cleaning or replacement costs exceed €250, Five Star Escape may claim the reasonable documented amount instead of or, where justified, in addition to the incident charge, but there will be no double recovery for the same cost or loss.

A violation charge will not be imposed merely because Five Star Escape suspects that a rule has been broken. Reasonable supporting evidence must exist.

13. Smoking

Smoking or vaping inside the apartment is strictly prohibited.

Smoking is only permitted in an area specifically indicated as permitted, such as an applicable exterior balcony, provided residence rules allow it and doors/windows remain appropriately closed.

Evidence of indoor smoking may include odor, ash, cigarette waste, burns, smoke-detector events, cleaning evidence or other reasonably reliable evidence.

Indoor smoking may result in the €250 remediation charge plus documented physical damage or specialist cleaning costs exceeding that amount.

14. Noise, nuisance, parties and residence rules

Galaxy Residence is a residential building.

Guests must respect residents and avoid excessive music, shouting, gatherings, hallway disturbances or other unreasonable nuisance.

A verified serious disturbance may include complaints from residents, residence management/security reports, lawful noise-monitor information or other reasonable evidence.

Five Star Escape may issue a warning where appropriate.

A serious incident, repeated violation or unauthorized party may lead to termination of the stay where reasonably necessary and legally permitted.

15. Safety and security equipment

Guests must not cover, disconnect, relocate, disable or interfere with:

• smoke detectors;
• fire equipment;
• door locks;
• lockboxes;
• network equipment used for safety systems;
• exterior security/doorbell cameras; or
• other safety equipment.

Damage or interference may result in the €250 incident charge plus reasonable documented replacement or repair costs.

16. Security cameras and privacy

Five Star Escape may use a disclosed exterior doorbell/security camera monitoring the apartment entrance and/or immediate exterior access area for safety, access verification, incident investigation and property protection.

There are no Five Star Escape security cameras monitoring private interior living or sleeping areas.

Footage will only be used and retained in accordance with applicable privacy requirements and the Five Star Escape Privacy Policy.

For Airbnb reservations, the existence and location of any permitted exterior camera must also be disclosed in the Airbnb listing. Airbnb currently prohibits cameras monitoring interior areas while permitting disclosed exterior/doorbell cameras subject to its rules.

17. Shared residence facilities

The swimming pool, gym, sauna/spa, prayer room, game room, library and other communal facilities are operated and controlled by the residence and not directly by Five Star Escape.

Opening times, eligibility rules, maintenance closures, access conditions and temporary availability may change without notice.

Five Star Escape cannot guarantee uninterrupted availability of communal facilities.

A temporary closure, restriction or change imposed by the residence does not automatically create an entitlement to compensation or refund, except where mandatory law or an applicable booking-platform rule provides otherwise.

Guests must comply with all residence rules.

18. Parking

Parking availability is subject to the reservation and prior confirmation.

A specific private or underground parking space is only included where expressly confirmed.

Guests must not occupy another resident's or reserved parking space.

Public or street parking, where available, is used at the guest's own risk and availability is not guaranteed.

19. Cleaning and condition at departure

Guests are not expected to perform professional cleaning.

However, the apartment must be left in a reasonably tidy condition.

Exceptional conditions significantly beyond normal short-stay use may result in reasonable additional cleaning costs where documented.

Before leaving, guests should:

• return all keys as instructed;
• close doors and windows;
• switch off lighting and air-conditioning;
• remove personal belongings;
• dispose of waste as instructed; and
• leave furniture and inventory inside the apartment.

20. Access during the stay

Five Star Escape respects the guest's privacy.

Access during an active stay will normally only occur when:

• requested or agreed by the guest;
• maintenance or repair is reasonably necessary;
• there is an urgent safety/security concern;
• there is reasonable evidence of a serious House Rule violation; or
• access is otherwise required by law or residence management.

Where reasonably possible, the guest will be contacted before entry.

21. Cancellation — direct reservations

Unless different terms were specifically displayed and accepted when booking directly:

• Cancellation at least 14 full days before scheduled check-in: full accommodation refund.
• Cancellation from 7 days until less than 14 full days before scheduled check-in: 50% refund of the applicable accommodation amount.
• Cancellation less than 7 days before scheduled check-in: non-refundable.

If Five Star Escape successfully rebooks otherwise non-refundable cancelled nights, Five Star Escape may voluntarily refund the amount recovered from the replacement booking, after any reasonable differences or transaction costs.

For Booking.com, Airbnb or another platform, the cancellation conditions displayed and accepted for that specific platform reservation prevail.

22. No-shows and failure to complete check-in requirements

Failure to provide required payment, identification, guest registration or other mandatory check-in information may prevent access to the property.

A guest who fails to comply with required pre-arrival conditions is not entitled to receive lockbox/access information.

Any refund depends on the applicable cancellation terms, mandatory law and booking-platform rules.

23. Platform-specific provisions

Booking.com

Where Booking.com's Damage Policy applies to a reservation, physical damage claims that fall within that programme may be submitted through Booking.com's applicable damage procedure.

Booking.com's current Damage Policy allows a property to submit qualifying physical damage/loss claims within 14 days after the stay. It separately recognises that a property may require a damage deposit before or at check-in when properly disclosed. Booking.com's Damage Policy itself does not cover matters such as smoking fines or non-physical House Rule breaches.

Nothing in these Terms is intended to circumvent a mandatory Booking.com procedure.

Airbnb

For Airbnb reservations, Five Star Escape will not request or collect an off-platform security deposit, mandatory fee or other payment where Airbnb prohibits that practice.

Where Airbnb requires a damage, missing-item or cleaning claim to be submitted through the Resolution Center or AirCover process, that process will be followed.

Airbnb currently states that most hosts cannot independently charge security deposits and limits when off-platform fees may be collected.

24. Disputes and damage claims

Five Star Escape aims to resolve disputes fairly and based on evidence.

Where reasonably possible, a guest will receive:

• a description of the alleged incident;
• supporting evidence;
• a breakdown or assessment of the claimed amount; and
• a reasonable opportunity to respond.

Five Star Escape may also report relevant incidents and evidence to the booking platform, payment provider, insurer, residence management or competent authority where appropriate and lawful.

Nothing in these Terms restricts a guest's statutory right to dispute an unauthorized or incorrect payment with their bank or payment provider.

Likewise, a payment dispute or chargeback does not automatically extinguish an otherwise valid contractual obligation.

25. Liability

Five Star Escape is responsible for obligations that cannot legally be excluded.

To the extent permitted by law, Five Star Escape is not responsible for loss resulting solely from circumstances outside its reasonable control, including residence-wide utility failures, temporary closure of communal facilities, network outages, governmental measures or force majeure.

Guests remain responsible for the security of their personal belongings.

Nothing in these Terms excludes liability where exclusion is prohibited by applicable law.

26. Termination of stay

Five Star Escape may terminate a stay where reasonably necessary due to a serious breach, including:

• illegal activity;
• violence or credible threats;
• dangerous conduct;
• serious or repeated nuisance;
• unauthorized parties;
• deliberate property damage;
• interference with safety equipment; or
• material occupancy/security violations.

Termination remains subject to applicable law and mandatory platform rules.

Refund entitlement, if any, will be assessed according to the circumstances, applicable law and platform policy.

27. Changes to these Terms

Five Star Escape may update these Terms for future reservations.

The version applicable to a reservation is the version presented or incorporated when the guest accepted the booking/payment terms.

Material changes will not retrospectively alter an existing reservation unless the guest agrees or the change is required by law.

28. Governing law and consumer rights

The accommodation is located in Tunis, Tunisia.

These Terms are intended to operate subject to the laws applicable to the accommodation and any mandatory consumer-protection law applicable to the reservation.

Nothing in these Terms is intended to deprive a consumer of mandatory rights that cannot legally be waived.

If any provision is found invalid or unenforceable, the remaining provisions remain in effect to the extent legally possible.

29. Language

Translations may be provided for convenience.

Five Star Escape will make reasonable efforts to keep translations consistent.

Where mandatory law determines which language version controls, that law applies. Otherwise, the English version is the master version for interpretation purposes.

30. Contact

Five Star Escape Galaxy Residence / Doret El Menzah 9C Tunis, Tunisia

Email: info@fivestarescape.org Website: fivestarescape.org