Sylhaven Terms of Service

1. Acceptance of Terms

By accessing or using the Sylhaven platform, website, or services ("Sylhaven" or the "Platform"), you ("User" or "you") agree to be bound by these Terms of Service ("Terms"). These Terms constitute a binding legal agreement between you and Sylhaven. If you do not agree with any part of the Terms, you must not use the Platform.

You represent that you are at least 18 years old (or the age of majority in your jurisdiction) and are legally capable of entering into contracts. If you are using Sylhaven on behalf of an entity, you represent that you have authority to bind that entity to these Terms, in which case "you" refers to the entity.

Sylhaven reserves the right to update or modify these Terms from time to time. We will provide notice of material changes (e.g., via the Platform or email) and indicate the effective date of updates. Continued use of Sylhaven after changes become effective constitutes acceptance of the revised Terms.

2. Description of Services

Sylhaven is an online marketplace that connects hosts who offer unique spaces and experiences ("Host Services" or "Havens") with guests seeking to book such services ("Guests"). Our Platform allows Hosts to list a wide variety of havens including: wellness facilities (saunas, cold plunges, hot tubs, pools, yoga and meditation spaces), creative spaces (art studios, recording studios, music spaces), maker spaces (workshops, maker labs), culinary spaces (kitchens, culinary workspaces), fitness facilities (gyms, fitness studios), outdoor spaces (gardens, outdoor workspaces), and other unique venues. These may be fixed-location facilities (available for hourly or daily sessions) or mobile units (available for multi-day rentals), along with associated amenities and unique settings.

Guests can search for and book these haven experiences through the Platform. Sylhaven's role is solely as an intermediary: we facilitate the connection, communication, and payment between Hosts and Guests. Sylhaven is not an owner or operator of any havens, venues, or properties listed, nor do we manage Hosts or the physical facilities. Sylhaven does not own, control, offer, or manage any Venue listed on the Platform.

When a booking is made, a separate agreement is formed directly between the Host and Guest for the provision of the Host Services. Sylhaven is not a party to that rental or service agreement and does not guarantee the quality, safety, legality, or suitability of any Host Services. Both Hosts and Guests acknowledge that Sylhaven has no control over the conduct of users of the Platform or the condition of any listed facilities, and Sylhaven disclaims all liability in that regard. Sylhaven is not acting as an agent for any user, except to the limited extent of facilitating payment from Guests to Hosts through our payment provider (as described in Section "Booking & Payments").

3. User Obligations

All users of the Platform must comply with the following obligations:

Provide Accurate Information

You agree to provide true, current, and complete information during account registration and in your profile or listings, and to update such information as necessary. This includes contact details, identity verification information, and any other details Sylhaven may reasonably require. Providing false or misleading information is grounds for suspension or termination of your account.

Platform Usage and Conduct

You agree to use Sylhaven only for its intended purpose of booking or offering haven experiences. You will not misuse the Platform or engage in any behavior that is fraudulent, harmful, or harassing to others. You agree not to:

• violate any applicable law or regulation in connection with your use of Sylhaven
• use the Platform for any unauthorized or unlawful purpose (for example, you will not use the services to facilitate any illegal activity, or to engage in violence, hate speech, or discrimination)
• infringe the rights of any person or entity (including intellectual property rights and privacy rights) while using our services
• interfere with or damage our Platform (through hacking, introduction of viruses, scraping, or other malicious code)
• post or transmit any content that is defamatory, obscene, pornographic, abusive, or otherwise violates any law or right of any third party
• impersonate any person or entity, or falsely state or otherwise misrepresent your affiliation with any person or entity

Respectful Behavior

Guests and Hosts are expected to communicate and interact with professionalism and respect. You will adhere to any community standards or policies that Sylhaven publishes (such as respect for neighbors, noise ordinances, or no-harassment policies). Hosts may set reasonable house rules or guidelines for their particular listing (for example, rules about noise, alcohol use, required attire, or maximum occupancy for a sauna session), and Guests agree to honor all such rules as communicated in the listing or by the Host.

Age and Capacity

Only adults (18+ or the age of majority in your region) may register for a Sylhaven account and participate in bookings as a primary Guest or Host. Any person under 18 may only participate in a booked experience as an accompanying minor with the permission of a parent or legal guardian, and under adult supervision. The registering adult assumes full responsibility for any minors in their party.

Compliance and Safety

Users must follow all safety instructions and requirements related to the Host Services. Guests should use havens and facilities (including wellness spaces, workshops, art studios, pools, kitchens, gyms, and all other spaces) in a responsible manner and exercise due care for their own safety and the safety of others. Hosts must ensure their listings meet the safety standards detailed in the Host Agreement, including proper maintenance of equipment, provision of safety equipment, clear hazard warnings, and compliance with all applicable building codes, health regulations, and safety standards for their specific haven type. If you notice any dangerous condition or incident during a booking, you agree to alert the other party and Sylhaven as appropriate.

No Circumvention

All bookings of Host Services initiated via Sylhaven must be completed through the Sylhaven Platform. You agree not to circumvent the Platform by arranging with another user to provide or obtain services outside of Sylhaven. Engaging in off-Platform transactions for services introduced through Sylhaven violates these Terms and may result in removal from the Platform. Sylhaven earns its service fees through facilitating transactions, and circumvention deprives us of those fees and undermines the trust and safety mechanisms we provide.

Taxes and Legal Compliance

Each user is responsible for determining and fulfilling any tax obligations applicable to their use of Sylhaven. Hosts are responsible for reporting and paying any income tax, goods and services tax (GST/HST), sales tax, occupancy tax, or other taxes (if any) associated with the earnings from their Host Services. Sylhaven may, in certain jurisdictions, be required to collect and remit taxes (such as occupancy taxes) on behalf of Hosts or to provide tax information to authorities; by using the Platform, you agree that Sylhaven may take such actions when required by law. Users must also comply with all other laws relevant to their activities — for example, Hosts must comply with any local regulations for short-term rentals or operation of mobile saunas, and Guests must not violate local laws during their stay or use of a facility.

4. Account Security

To access many features of Sylhaven, you must register an account. You agree to keep your account secure as follows:

Registration

When creating an account, you must provide a valid email address, create a secure password, and provide any other requested information. You must not impersonate anyone or create an account for someone else without permission. You are responsible for maintaining the confidentiality of your login credentials and for all activities that occur under your account. You may not transfer or share your account with any other person. If you are registering on behalf of a legal entity (e.g., a company), you must be authorized to bind that entity and are responsible for ensuring your team members comply with these Terms.

Password Security

Choose a strong, unique password and do not disclose it to others. Sylhaven will never ask you for your password via email or phone. If you suspect that your account has been compromised (for example, you notice unauthorized activity), you must immediately notify Sylhaven and change your password. You are liable for activities conducted through your account until you notify us of a breach and we have had a reasonable opportunity to secure your account.

Identity Verification

You agree that Sylhaven may request and verify certain information about you as part of our trust and safety efforts. For Hosts, this may include providing a government-issued ID, business license, proof of insurance, or other documents. For Guests, we may require identity documents or other verification (especially for high-value bookings or when required by law). You consent to Sylhaven (or our third-party identity verification service providers) conducting background or verification checks as permitted by applicable law. We will handle any personal data collected for verification in accordance with our Privacy Policy.

Multiple Accounts and Suspension

Users are generally limited to one account per person or entity, except as approved by Sylhaven (e.g., a property management company managing multiple Host listings may have an account structure approved by us). Sylhaven reserves the right to suspend or terminate accounts that it deems to be duplicate or fake accounts, or that have been involved in misconduct. If your account is suspended or terminated for any reason, you must not create a new account without our prior written permission.

5. Booking & Payments

All bookings and financial transactions on the Platform are handled as follows:

Booking Process

When a Guest receives confirmation of booking, Hosts agree to provide the specified Host Services and Guests agree to pay the total fees for the reservation. A binding agreement between the Guest and Host is formed at the moment of booking confirmation, subject to the cancellation policies and terms herein.

Pricing and Fees

The total price shown to the Guest at checkout includes: (i) the Host's base rate for the booking (which may be set as an hourly, nightly, or daily rate, or a package rate for multi-day mobile rentals), plus any additional fees set by the Host (such as cleaning fees, setup fees, or charges for add-on amenities); (ii) a 15.5% service fee charged by Sylhaven; and (iii) any applicable taxes. The service fee is charged to Guests and is added to the Host's base rate at checkout. Hosts receive their full base rate (minus only Stripe payment processing fees, typically 2.9% + 30¢). Sylhaven's service fee (15.5%) is used to cover platform operation costs (including payment processing, customer support, insurance programs, trust and safety measures, etc.). These service fees are subject to change, and any changes will be reflected in an updated version of these Terms or the fee schedule on our website.

Payment Processing (Stripe)

Sylhaven uses Stripe as its third-party payment processor to handle credit card payments, payouts, and other payment transactions. By using Sylhaven, you agree to comply with Stripe's terms and conditions, including the Stripe Connected Account Agreement and Stripe Services Agreement (which may be presented to you during payout setup or at checkout). When a Guest submits a booking request, they must provide a valid payment method. Upon Host acceptance of the booking, the Guest's payment method will be charged for the full amount of the reservation (including the Host's base rate, Sylhaven's service fee, and applicable taxes), or authorized in the case of certain advance bookings. Sylhaven collects payment from the Guest, retains the service fee to cover platform operations, and then transfers the Host's portion (the full base rate, minus only Stripe's payment processing fees) to the Host's designated payout account 24 hours after the start of the reservation (to ensure the Guest has the opportunity to report any check-in issues). For multi-day mobile sauna rentals, payouts may be released 24 hours after the scheduled delivery or start date of the rental. Hosts are responsible for providing accurate payout details (such as bank account information) to Stripe via the Platform; any payout delays or failures due to incorrect information are the Host's responsibility.

Currency

The Platform may support multiple currencies. By default, listings in Canada are shown in CAD and those in the United States in USD, unless otherwise specified. Guests will be charged in the currency displayed at checkout. If a cross-currency transaction occurs (e.g. you pay in a currency different from the Host's listing currency), Stripe or Sylhaven may apply a standardized exchange rate and additional fees for currency conversion, which will be disclosed at checkout. Sylhaven is not responsible for any foreign transaction fees that your bank or card issuer may charge.

Cancellations & Refunds

All cancellation and refund matters are governed by our Cancellation Policy (see below for details). In summary, if a Guest is entitled to a refund under the selected cancellation policy, Sylhaven (via Stripe) will process the applicable refund back to the Guest's payment method. The Host's payout will be adjusted accordingly (and in some cases, the Host may receive no payout for a canceled reservation, or only a partial payout, depending on the timing of the cancellation). If a Host cancels a booking (see Host Cancellation below), the Guest will receive a full refund of all amounts paid.

Additional Charges and Authorizations

Some Hosts may require additional fees or deposits for their listings (for example, a security/damage deposit or fees for excessive cleaning, fuel for mobile units, etc.). If such amounts are indicated in the listing or agreed separately through the Platform's messaging, the Guest authorizes Sylhaven to charge their payment method for such amounts in the event of a claim by the Host (such as damage to the Host's property caused by the Guest). Sylhaven will mediate such claims in good faith, and any charges will follow our dispute resolution process or damage policy (if one is provided separately). Sylhaven may also place a temporary hold (authorization) on a Guest's payment method for a security deposit if the Host has set one, which will be released after the reservation if no issues are reported.

No Show and Early Termination

If a Guest fails to show up for a booking or leaves early, it may be treated as a last-minute cancellation, and refunds (if any) will be at the Host's discretion according to the applicable cancellation policy (Strict policies generally mean no refund for no-shows, whereas Flexible may allow partial refunds). If a Host fails to deliver a mobile unit at the agreed time or is not present to provide access to an on-site facility at check-in, that is considered a Host cancellation (see below) and the Guest will receive a full refund. We encourage both parties to communicate promptly if any change in plans occurs.

6. Cancellation Policy

Guest Cancellations: Hosts on Sylhaven can choose among four standard cancellation policy options for Guests' bookings: Flexible, Moderate, Firm, and Strict. The specific policy for a given listing will be stated on that listing's page and in the booking details. The policies work as follows:

Flexible

Guests can cancel up to 24 hours before the scheduled check-in time for a full refund of the booking amount. If a Guest cancels later than 24 hours before check-in (i.e., last-minute), the first day's booking fee is non-refundable, and the Guest will receive a refund for the remaining days/nights. In practice, this means the Host is paid for one day (or one night) of the booking in compensation, and any remaining amount is refunded to the Guest. If the booking is for a single-day session and the Guest cancels less than 24 hours prior or fails to show up, no refund is due (because the first day is the entire booking).

Moderate

Guests can cancel up to 5 days before the scheduled check-in date for a full refund. If a cancellation is made within 5 days of check-in, the Guest will forfeit the equivalent of one day's fee plus 50% of all remaining unused days. In other words, for a late cancellation under a Moderate policy, the Host will receive payment for one day (to cover the start of the booking) and 50% of any other days that were booked but not used, while the Guest receives a 50% refund for those unused days. If the reservation is very short (e.g. a single-day booking) and the Guest cancels within 5 days, 50% of the booking price is refunded and 50% is forfeited.

Firm

Guests can cancel up to 30 days before check-in for a full refund. If a Guest cancels between 30 days and 7 days before check-in, a 50% refund will be issued for the total booking amount (meaning the Host receives 50% payout). If cancellation is made less than 7 days before check-in, no refund is due to the Guest (the Host is entitled to 100% of the booking amount). However, for Firm (and Strict) policies, we provide a grace period: if a Guest cancels within 48 hours of making the booking and the cancellation occurs at least 14 days before check-in, the Guest will receive a full refund. This grace period allows Guests to book with confidence and then cancel shortly thereafter if they change their mind, as long as the trip is not imminent.

Strict

This is the most restrictive standard policy. Guests can only receive a full refund if they cancel within 48 hours of booking and the cancellation is at least 14 days before check-in. If a Guest cancels after the 48-hour booking window and at least 7 days before check-in, a 50% refund of the total amount will be given (the Host receives the other 50%). If the Guest cancels less than 7 days before check-in under a Strict policy, no refund will be provided – the Guest forfeits the entire booking amount and the Host is paid 100%. Essentially, once you are within a week of the reservation, a Strict policy means the booking is non-refundable. (The 48-hour grace period for new bookings, as described above, also applies to Strict bookings.)

Note: Hosts also have the option to offer a Non-Refundable Discount on their listings (as an optional feature). This means a Guest could choose a slightly lower price in exchange for a completely non-refundable booking. If a Guest books under a special non-refundable rate, no refund will be due regardless of timing if they decide to cancel, outside of any rights under law or extenuating circumstances. Non-refundable options will be clearly indicated at booking time (typically labeled as such with a discount). If a Guest does not specifically opt for a non-refundable rate, the standard policy of the listing (Flexible, Moderate, Firm, or Strict) will apply by default.

Extenuating Circumstances

In rare cases, Sylhaven may override the Host's chosen cancellation policy if a Guest or Host must cancel due to extenuating circumstances beyond their control. Examples might include serious medical emergencies, natural disasters, government travel restrictions, or other unforeseeable events that make it impossible or illegal to fulfill the reservation. Sylhaven will require documentation and will use reasonable judgment to determine if a cancellation qualifies for an extenuating circumstance exception. When approved, these cancellations will not count against a Host's record and the Guest may receive a full or partial refund notwithstanding the normal policy. Sylhaven's decision on extenuating circumstance claims is final.

Host Cancellations

If a Host cancels a confirmed booking (a "Host Cancellation"), it is disruptive and discouraged. In the event of a Host Cancellation, the Guest will receive a full refund of all amounts paid, and the Host will not receive any payout for that booking. Additionally, Sylhaven reserves the right to impose penalties on Hosts who cancel reservations without a valid reason (e.g., safety emergencies or force majeure). Such penalties may include: (i) a cancellation fee deducted from the Host's future payouts (for example, $50 if the host cancels more than 7 days before check-in, or $100 if the host cancels within 7 days of check-in); (ii) automatic posting of a public review on the Host's listing indicating the Host canceled the booking; (iii) blocking of the Host's calendar for the dates of the canceled reservation; and/or (iv) suspension or removal of the Host's listing from the Platform for repeated cancellations. Sylhaven will consider the circumstances of the cancellation—Hosts are expected to provide an explanation. We understand that true emergencies can occur (and such cases may be treated leniently), but avoidable or routine cancellations are a serious violation of these Terms.

If a Host must cancel during an ongoing reservation (for instance, a Host needs to terminate a multi-day rental early due to an unforeseen issue), the Host must notify Sylhaven and the Guest immediately. The Guest will be entitled to at least a pro-rated refund for the unused portion of the booking, and potentially additional compensation or assistance in finding alternative accommodations, at Sylhaven's discretion.

Guest Responsibilities upon Cancellation

If a Guest needs to cancel, they should do so through the Sylhaven Platform (via the booking details) as soon as possible. The effective cancellation time is when the Guest completes the cancellation process on the Platform or when the cancellation is confirmed by Sylhaven's system. Any eligible refund will be processed to the Guest's payment method. Guests should be aware that their bank or credit card issuer may take several days to reflect the refund. If you have not received an expected refund within 5-10 business days after confirmation, please contact Sylhaven support and your payment provider.

Host Rebooking Assistance

In the event a Host cancels, Sylhaven's customer support can assist the Guest in finding a similar alternative listing for the same dates if available. However, Sylhaven does not guarantee that a suitable replacement will be found. Any difference in cost between the original booking and a new booking is typically the responsibility of the Guest (if more expensive) or will be refunded (if cheaper), but Sylhaven may, at its discretion, provide a coupon or credit to help offset higher costs due to a Host cancellation.

Both Guests and Hosts are encouraged to communicate and attempt to resolve any scheduling issues before resorting to cancellation. If a Guest is open to rescheduling instead of canceling, the Host may propose a new date or time for the experience. Any changes to dates or times must be done via the Platform's booking modification system to be recognized under these Terms.

7. Liability Limitations

Assumption of Risk

Guests acknowledge that using havens and their facilities may involve inherent risks that vary by haven type, including but not limited to: for wellness spaces (high heat, extreme cold, drowning, slipping on wet surfaces, burns, fainting, cardiovascular stress); for workshops and maker spaces (cuts, lacerations, burns, eye injuries, inhalation of fumes or dust, electrical shock, hearing damage, crushing injuries); for art studios (exposure to toxic materials, chemical burns, fume inhalation, cuts from sharp tools, kiln burns); for swimming pools (drowning, diving injuries, slips and falls, chemical exposure, waterborne illness); for kitchens (cuts, burns, scalding, fires, electrical shock, foodborne illness); for recording studios and music spaces (hearing damage, electrical shock, tripping hazards, equipment falling); for gyms and fitness facilities (muscle strains, sprains, bone fractures, cardiovascular events, crushing injuries from weights, overexertion); for yoga and meditation spaces (muscle strains, joint injuries, falls, overheating); for gardens and outdoor spaces (tool injuries, insect bites, sun exposure, poisonous plants, weather-related risks); and for all spaces (structural failures, equipment malfunctions, inadequate lighting, other facility-specific hazards). Hosts acknowledge that allowing others to use their property or equipment comes with risks to property and personal safety. All users agree to assume these inherent risks. Each Guest agrees that they participate in any booked experience voluntarily and at their own risk, and that they will not hold Sylhaven responsible for any ordinary risks arising from the nature of the activities.

Service "As-Is"

Sylhaven provides the Platform and services on an "as is" and "as available" basis. To the maximum extent permitted by law, Sylhaven disclaims all warranties, conditions, or representations of any kind, whether express, implied, or statutory, including but not limited to implied warranties of merchantability, fitness for a particular purpose, title, and non-infringement. Sylhaven does not warrant that the Platform (or any content therein) will be uninterrupted, error-free, secure, or free of viruses, or that any booking or Host Service will meet your expectations. For example, Sylhaven makes no guarantee regarding the condition, quality, safety or suitability of any sauna or wellness facility, or the truth or accuracy of any listing descriptions or reviews. Any advice or information (oral or written) obtained from Sylhaven or through the Platform does not create any warranty not expressly stated herein.

No Warranty for Host/Guest Conduct

Sylhaven does not and cannot control the conduct of Hosts, Guests, or other users. We do not guarantee the actions of any user or the outcome of your interactions. Any disputes or issues arising out of a Host Service (such as property damage, personal injury, dissatisfaction with conditions, or failure to provide services as promised) are fundamentally matters between the Host and Guest. While Sylhaven may assist in mediating disputes, we do not assume liability for any user's conduct. You understand that any on-site or off-site interactions (including use of a sauna facility or meeting in person) are done at your own discretion and risk.

Limitation of Liability

To the fullest extent permitted by applicable law, Sylhaven (including its parent company, affiliates, officers, directors, employees, agents, and suppliers) shall not be liable for any indirect, incidental, special, exemplary, consequential, or punitive damages, or any loss of profits, revenue, data, goodwill, or other intangible losses, arising out of or in connection with your use of the Platform or Host Services. This limitation applies to any damages arising from: (i) your access to, use of, or inability to access or use the Platform; (ii) the performance or non-performance of any Host or any Host Service; (iii) any transactions or relationships between users; (iv) any unauthorized access, use, or alteration of your content or data; or (v) any other matter relating to the Platform or Host Services.

In no event will Sylhaven's total cumulative liability to a user for any claims arising out of or relating to these Terms or the use of the Platform exceed the amount of service fees that user paid to Sylhaven in the 12 months prior to the event giving rise to the liability, or $100 CAD (or equivalent in local currency) if no such fees have been paid, whichever is greater. If you are a Host and the claim relates to a specific booking, Sylhaven's liability will not exceed the amount of service fees retained by Sylhaven for that booking. The limitations of liability in this section are cumulative and not per incident.

Jurisdictional Rights

Some jurisdictions (such as certain states or provinces) do not allow the exclusion of certain warranties or the limitation/exclusion of liability for certain types of damages. For example, in some places, you cannot exclude liability for gross negligence, willful misconduct, or for personal injury caused by negligent products/services. Nothing in these Terms shall exclude or limit Sylhaven's liability for any liability that cannot be excluded under law (such as death or personal injury caused by our gross negligence, or fraud). However, to the extent that the applicable law allows the limitation or exclusion of liability for negligence or other causes, the above limitations shall apply. If you are a consumer entitled to the protection of consumer protection laws, the rights under those laws are not waived by these Terms and will apply in addition to the rights set forth herein.

Release

Because Sylhaven is not a party to the agreements between Guests and Hosts, in the event that you have a dispute with one or more other users (e.g., a dispute between a Guest and a Host regarding a refund, damage, or conduct), you agree to release Sylhaven (and its affiliates, officers, agents, and employees) from any and all claims, demands, and damages of every kind and nature, known and unknown, arising out of or in any way connected with such dispute. This release does not apply to any claim that Sylhaven failed to meet its obligations under these Terms. For example, if you can prove Sylhaven mischarged your credit card or mishandled your personal data in violation of our Privacy Policy, you can still pursue that claim against Sylhaven. But if your claim is that "the Host's sauna was too hot and made me ill" or "the Guest damaged my property," those are ultimately claims to resolve with the other party, and by using Sylhaven you agree we're not responsible for them. If you are a California resident, you waive California Civil Code §1542 (and any similar law in other jurisdictions), which says: "A general release does not extend to claims that the creditor or releasing party does not know or suspect to exist in their favor at the time of executing the release…"

8. Indemnification

You agree to indemnify, defend, and hold harmless Sylhaven, its parent company, subsidiaries, and affiliates, and their respective officers, directors, employees, partners, agents, and representatives (collectively, the "Sylhaven Parties") from and against any and all third-party claims, liabilities, damages, losses, and expenses (including reasonable legal and accounting fees) that arise out of or are related to: (a) your use or misuse of the Platform or any Host Service; (b) your breach of these Terms or of any representation, warranty, or agreement referenced herein; (c) your violation of any law or the rights of a third party (such as an intellectual property infringement or an injury to another person) in connection with your use of Sylhaven; or (d) if you are a Host, your ownership, maintenance, or provision of the facilities or services to any Guest (including any injuries, losses, or damages arising from your Host Services).

Example: If you are a Guest and you negligently leave a sauna's door open causing damage to the property, and the Host (or a third party) then makes a claim against Sylhaven for that damage, you would be responsible for those damages and costs, and you agree to indemnify Sylhaven for any liability or expenses we incur as a result. Similarly, if you are a Host and you fail to maintain your sauna heater which then causes injury to a Guest, and the Guest (or their insurer) sues Sylhaven, you agree to cover all costs and liabilities borne by Sylhaven in connection with that injury.

Sylhaven reserves the right to assume the exclusive defense and control of any matter otherwise subject to indemnification by you (at your expense), and you agree to cooperate with our defense of such claim. You may not settle any such claim in a manner that imposes any admission of fault or payment obligation on Sylhaven without our prior written consent. This indemnification obligation shall survive any termination of these Terms or your use of the Platform, meaning it continues to apply even if you delete your account or stop using Sylhaven.

9. Dispute Resolution

Initial Resolution Efforts

You agree to contact Sylhaven first to attempt to resolve any disputes informally. Most customer service issues or disagreements between users can be resolved by contacting our support team at support@sylhaven.com (or via any support channels in the app). We will make a good-faith effort to mediate and resolve the issue. This includes disputes between Guests and Hosts (we can assist with communication or claims via our Resolution Center) as well as disputes between you and Sylhaven itself.

Arbitration Agreement (U.S. Users)

If you reside in the United States (or bring any claim against Sylhaven in the U.S.), you and Sylhaven agree that any dispute, claim, or controversy arising out of or relating to these Terms or the use of the Platform or services (collectively "Disputes") shall be resolved by binding arbitration on an individual basis, except as provided below. This means you are waiving your right to a jury trial and to participate in a class action lawsuit for such Disputes. This arbitration agreement is intended to be broadly interpreted and to include all claims between us, including those based in contract, tort, statute, fraud, misrepresentation, or any other legal theory. However, the following exceptions apply: (i) Small Claims: Either party may choose to bring an individual action in a small claims court of competent jurisdiction for disputes that qualify, instead of proceeding in arbitration; and (ii) Injunctive Relief: Either party may seek injunctive or equitable relief in a court for claims relating to intellectual property infringement or misuse (for example, unauthorized use of Sylhaven's trademark or a violation of the Computer Fraud and Abuse Act).

Arbitration Procedures (U.S.)

The arbitration will be administered by a neutral arbitration provider (such as the American Arbitration Association "AAA") in accordance with its Consumer Arbitration Rules. The arbitration will take place in English, and unless you and Sylhaven agree otherwise, the arbitration will be held in the county (or equivalent jurisdiction) of your residence. If your claim is for USD $25,000 or less, you may choose to have the arbitration conducted based on written submissions or a telephonic hearing. The arbitrator will have the authority to award the same damages and relief that a court would (including attorneys' fees if allowed by law), except that the arbitrator may not award declaratory or injunctive relief benefiting anyone other than the parties. The arbitrator's decision shall be final and binding, and judgment on the award may be entered in any court of competent jurisdiction.

Class Action Waiver (U.S.)

You and Sylhaven agree that any arbitration or proceeding will be conducted only on an individual basis and not in a class, consolidated, or representative action. The arbitrator shall not consolidate more than one person's claims and shall not otherwise preside over any form of a representative or class proceeding. If this class action waiver is found to be unenforceable in a particular case, then the entirety of the Arbitration Agreement shall be null and void for that case, and the dispute must be brought in court (not as a class action, but on an individual basis).

Opt-Out

If you are a new user, you have 30 days from the day you first agree to these Terms to opt out of the arbitration agreement by sending a written opt-out notice to legal@sylhaven.com with subject line "Arbitration Opt-Out". The notice must include your name, address, the email associated with your Sylhaven account, and a clear statement that you want to opt out of this arbitration agreement. If you opt out, or if you are an existing user who previously had no arbitration clause, you retain your right to sue in court and to a jury trial. Opting out of arbitration has no effect on the rest of these Terms.

Canadian and Other Non-U.S. Users

If you reside in Canada or another jurisdiction where pre-dispute arbitration agreements and class waivers are not enforceable by law (for example, certain provinces in Canada may not permit binding arbitration of consumer disputes, and some may not allow waiving of class procedures), then the above arbitration agreement and class waiver do not apply to you. In such cases, you agree that any Dispute (as defined above) that cannot be resolved through our initial resolution efforts shall be submitted to the exclusive jurisdiction of the courts of the province of British Columbia, Canada, or the appropriate provincial court where you reside (as may be required by applicable law). Specifically, if you are a Canadian consumer, you may choose to file a claim in the courts of your home province. Sylhaven is headquartered in British Columbia, so we also consent to the jurisdiction of British Columbia courts and federal courts of Canada as applicable.

Governing Law

These Terms and any Dispute will be governed by the laws of the Province of British Columbia and the federal laws of Canada applicable therein, or, if you reside in the U.S., by the laws of the State of California (unless otherwise required by a specific statute, such as a consumer protection law that mandates the law of your home state). This choice of law is without regard to conflicts of law principles, and is subject to any overriding consumer rights under local law.

Improperly Filed Claims

All Disputes must be pursued in accordance with this section. Disputes filed or brought contrary to these Dispute Resolution terms (for example, a class action lawsuit despite the waiver, or a lawsuit in court when arbitration is required) may have to be dismissed or stayed by the court or arbitrator. The parties each agree that they will request such dismissal or stay of improperly filed proceedings. If a court or arbitrator determines that a Dispute was filed in bad faith or in disregard of the procedures outlined in this section, the party who filed improperly may be required to pay the other party's costs and attorneys' fees, as appropriate.

Survival

This Dispute Resolution section shall survive any termination of these Terms or your relationship with Sylhaven.

10. Insurance and Host Protection

Host Insurance Requirements

Hosts are solely responsible for obtaining and maintaining appropriate insurance coverage for their haven and hosting activities. Sylhaven strongly recommends that all Hosts carry general liability insurance that covers guest injuries, property damage, and other risks associated with their specific haven type. Standard homeowners or renters insurance policies may not cover commercial or short-term rental activities, so Hosts should consult with an insurance professional to ensure adequate coverage. Hosts may be required to provide proof of insurance coverage upon request.

Guest Insurance Responsibility

Guests are responsible for their own health, travel, and personal property insurance. Sylhaven does not provide insurance coverage for Guests and recommends that Guests consider appropriate insurance policies, including health insurance that covers activities they plan to engage in, and personal property insurance for any valuables they bring to a haven.

Platform Insurance Disclaimer

Sylhaven does not provide insurance coverage for Hosts or Guests, nor does Sylhaven act as an insurer. While we may offer certain protection programs or guarantees in the future, Sylhaven is not liable for any losses, damages, or injuries that occur in connection with Host Services. Any protection programs offered by Sylhaven are subject to specific terms and conditions, coverage limits, and exclusions, and do not constitute a comprehensive insurance policy. Hosts and Guests are encouraged to carry their own insurance policies.

Damage and Resolution

If a Guest damages a Host's property or equipment, or if a Host's property causes damage to a Guest's belongings, the parties are expected to communicate and attempt to resolve the matter directly. Sylhaven may provide a Resolution Center or mediation assistance to help resolve property damage claims. Hosts may be able to file a claim for property damage through the Platform, subject to documentation requirements and resolution procedures that Sylhaven may establish. Any resolution or reimbursement is subject to verification of the claim and is not guaranteed.

11. Intellectual Property

Sylhaven's Intellectual Property

The Sylhaven Platform, including its software, design, content, trademarks, logos, and all other materials ("Sylhaven Content"), is owned by Sylhaven or its licensors and is protected by copyright, trademark, patent, trade secret, and other intellectual property laws. You are granted a limited, non-exclusive, non-transferable, revocable license to access and use the Platform for its intended purpose. You may not copy, modify, reproduce, distribute, sell, rent, lease, or create derivative works from any Sylhaven Content without our express written permission.

User Content

You retain all ownership rights to content you submit to the Platform, including listing descriptions, photos, reviews, messages, and other materials ("User Content"). By posting User Content, you grant Sylhaven a worldwide, non-exclusive, royalty-free, sublicensable, and transferable license to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, and display such User Content in connection with operating and promoting the Platform. This license continues even if you stop using the Platform, but only for content that was public (like reviews or public listing information). You represent and warrant that you own or have the necessary rights to all User Content you post and that it does not violate any third party's rights.

DMCA and Copyright Infringement

Sylhaven respects the intellectual property rights of others and expects users to do the same. If you believe that content on the Platform infringes your copyright, please contact us at legal@sylhaven.com with: (a) identification of the copyrighted work claimed to have been infringed; (b) identification of the material that is claimed to be infringing and information reasonably sufficient to permit us to locate it; (c) your contact information; (d) a statement that you have a good faith belief that use of the material is not authorized by the copyright owner; and (e) a statement that the information in your notice is accurate, and under penalty of perjury, that you are authorized to act on behalf of the copyright owner. We will respond to valid DMCA notices in accordance with the Digital Millennium Copyright Act.

Restrictions on Use

You agree not to: (i) remove, alter, or obscure any copyright, trademark, or other proprietary notices from Sylhaven Content; (ii) use any automated system (including robots, spiders, scrapers) to access the Platform without our prior written permission; (iii) attempt to reverse engineer, decompile, or disassemble any software or technology used in the Platform; or (iv) use the Platform in any manner that could interfere with, disrupt, negatively affect, or inhibit other users from fully enjoying the Platform.

12. Account Suspension and Termination

Termination by User

You may terminate your account at any time by contacting Sylhaven support or using the account closure feature in your account settings. Upon termination, your access to the Platform will be revoked. You will remain responsible for any outstanding obligations, including payment of fees for bookings made prior to termination. Any provisions of these Terms that by their nature should survive termination (including indemnification, limitation of liability, dispute resolution, and intellectual property provisions) will continue to apply after termination.

Termination or Suspension by Sylhaven

Sylhaven reserves the right to suspend or terminate your account, remove your listings, or restrict your access to the Platform at any time, with or without notice, for any reason or no reason, including but not limited to: (i) violation of these Terms or any policies referenced herein; (ii) fraudulent, illegal, or harmful conduct; (iii) creation of liability risk for Sylhaven or other users; (iv) receipt of multiple complaints from other users; (v) non-payment of fees owed to Sylhaven; (vi) repeated Host cancellations or failure to respond to booking requests; (vii) providing false or misleading information; (viii) engaging in discriminatory practices; or (ix) any other conduct that Sylhaven determines, in its sole discretion, is inappropriate or harmful to the Platform or its community.

Effect of Termination

If your account is terminated or suspended, you must not create a new account without Sylhaven's prior written permission. Any pending bookings at the time of termination will be handled on a case-by-case basis; Sylhaven may cancel such bookings and issue refunds if appropriate. Sylhaven is not liable for any damages or losses resulting from account termination or suspension. You agree that Sylhaven has no obligation to retain your User Content after termination, although we may retain certain information as required by law or for legitimate business purposes.

Appeal Process

If you believe your account was suspended or terminated in error, you may appeal the decision by contacting Sylhaven support with a detailed explanation. Sylhaven will review appeals in good faith but reserves the right to make final decisions regarding account status.

13. Community Guidelines and Standards

Respectful Community

Sylhaven is committed to fostering a respectful, inclusive, and safe community. All users must treat each other with respect and professionalism. Harassment, hate speech, discrimination, threats, or abusive behavior toward any user will not be tolerated and may result in immediate account termination.

Non-Discrimination

Sylhaven does not tolerate discrimination. Hosts may not discriminate against Guests on the basis of race, color, ethnicity, national origin, religion, sex, gender, gender identity, sexual orientation, disability, age, or any other characteristic protected by applicable law. Hosts may decline bookings only for legitimate reasons such as unavailability, capacity limits, safety concerns, or house rule violations, and must provide respectful explanations when declining requests. Any discriminatory conduct may result in removal from the Platform and potential legal action.

Honest and Accurate Listings

Hosts must provide honest, accurate, and current information in their listings, including descriptions, photos, amenities, rules, and pricing. Misleading or fraudulent listings undermine trust in the Platform and are grounds for account suspension. Sylhaven may review listings and require corrections for accuracy.

Reviews and Feedback

Users may leave reviews and ratings for their experiences. Reviews must be honest, factual, and relevant to the booking experience. Reviews may not contain discriminatory, defamatory, obscene, or offensive content, and may not violate anyone's privacy. Sylhaven reserves the right to remove reviews that violate these standards. Users may not incentivize, coerce, or pay for positive reviews, and may not leave retaliatory or false negative reviews.

Neighbor and Community Respect

Guests must respect neighbors and local communities when using havens. This includes adhering to noise ordinances, parking regulations, occupancy limits, and other local rules. Hosts should inform Guests of any specific rules or considerations related to neighbors and community standards. Repeated complaints from neighbors or community members about a listing may result in suspension of that listing.

14. Privacy and Data Protection

Your use of the Platform is also governed by our Privacy Policy, which describes how we collect, use, store, and protect your personal information. By using Sylhaven, you consent to the collection and use of your information as described in the Privacy Policy. We are committed to protecting your privacy and complying with applicable data protection laws, including GDPR (for European users) and PIPEDA (for Canadian users).

You agree that Sylhaven may use your information to: (i) provide and improve the Platform; (ii) communicate with you about bookings, account activity, and platform updates; (iii) process payments and prevent fraud; (iv) comply with legal obligations; and (v) enforce these Terms. You have rights regarding your personal data, including the right to access, correct, delete, or export your data, subject to applicable laws.

Hosts and Guests must respect each other's privacy and may not share personal contact information or content obtained through the Platform for purposes outside of the booking arrangement. You may not use information obtained from the Platform to spam, harass, or solicit users for other purposes.

15. Miscellaneous

Entire Agreement

These Terms, together with our Privacy Policy, Cancellation Policy, and any other policies referenced herein, constitute the entire agreement between you and Sylhaven regarding your use of the Platform and supersede all prior agreements or understandings.

Severability

If any provision of these Terms is found to be invalid, illegal, or unenforceable, the remaining provisions will continue in full force and effect. The invalid provision will be modified to the minimum extent necessary to make it valid and enforceable.

No Waiver

Sylhaven's failure to enforce any provision of these Terms does not constitute a waiver of that provision or of Sylhaven's right to enforce it in the future. No waiver by Sylhaven will be effective unless made in writing.

Assignment

You may not assign or transfer these Terms or your account to any other person or entity without Sylhaven's prior written consent. Sylhaven may assign these Terms or any rights hereunder to any affiliate, successor, or acquirer without restriction.

Force Majeure

Sylhaven shall not be liable for any failure or delay in performance due to circumstances beyond its reasonable control, including acts of God, natural disasters, war, terrorism, riots, embargoes, acts of civil or military authorities, fire, floods, accidents, pandemics, strikes, or shortages of transportation, facilities, fuel, energy, labor, or materials.

Third-Party Services

The Platform may contain links to third-party websites or services (such as mapping services, payment processors, or social media platforms). Sylhaven is not responsible for the content, accuracy, or practices of any third-party services. Your use of third-party services is at your own risk and subject to the terms and conditions of those services.

Contact Information

If you have any questions about these Terms of Service, please contact us at:
Email: support@sylhaven.com
Legal: legal@sylhaven.com