Terms of Service

Welcome to SoulStay. These Terms of Service ("Terms") govern access to and use of the SoulStay platform, including its web application, accommodation marketplace, booking services, Soul Trails, City Pulse, event ticketing services, experiences, customer support services, and all related products and services (collectively, the "Platform").

The Platform is owned and operated by SoulStay Ltd ("SoulStay", "we", "our", or "us"), a company incorporated under the laws of the Federal Republic of Nigeria.

By creating an account, accessing, browsing, listing a property, booking accommodation, purchasing tickets, submitting content, or otherwise using the Platform, you agree to comply with these Terms, our Privacy Policy, Cancellation and Refund Policy, Community Guidelines, and any additional policies published by SoulStay from time to time.

Users must be at least eighteen (18) years of age. Users under eighteen (18) years may only use the Platform with the consent and supervision of a parent or legal guardian. Users represent that they possess the legal capacity to enter into binding agreements.

Users may create accounts from any jurisdiction where use of the Platform is lawful. To promote trust and security, SoulStay may require identity verification before bookings, listings, event participation, or other platform activities.

Verification may include:

• National Identity Card
• International Passport
• Driver's Licence
• Voter's Card
• Selfie verification
• Any other documentation reasonably required

Hosts shall additionally provide proof of ownership, management rights, or lawful authority to list a property. SoulStay reserves the right to approve, reject, suspend, restrict, or terminate any account at its discretion where verification requirements are not satisfied or risks are identified.

Users are responsible for safeguarding their login credentials and all activity conducted through their accounts. Users shall immediately notify SoulStay of any unauthorized use or security breach.

SoulStay provides a technology platform that facilitates:

• Accommodation bookings
• Property listings
• Travel discovery
• Soul Trails recommendations
• City Pulse information
• Event ticket purchases
• Experience bookings
• Community engagement and related travel services

SoulStay may modify, expand, suspend, or discontinue any feature at any time.

SoulStay acts solely as an intermediary technology platform. SoulStay does not own, operate, manage, control, inspect, maintain, or guarantee any listed accommodation, event, experience, or third-party service unless expressly stated otherwise.

Agreements relating to accommodation, experiences, or events are entered into directly between the Host and the Traveller.

Soul Trails allows users to discover destinations, recommendations, attractions, cultural experiences, and local insights. Users may submit recommendations and related content. SoulStay does not guarantee the accuracy, availability, quality, legality, or suitability of user-submitted recommendations.

City Pulse provides information relating to cities, events, activities, attractions, and local happenings. Information displayed may originate from third parties. Users acknowledge that event schedules, prices, locations, and availability may change without notice.

SoulStay may facilitate the sale of event tickets and bookings for experiences. Event organizers and experience providers remain solely responsible for delivery, safety, quality, legality, cancellations, and performance. SoulStay is not responsible for changes, postponements, cancellations, or disputes arising from third-party events or experiences.

Hosts are solely responsible for:

• Listing accuracy
• Property safety and condition
• Compliance with applicable laws
• Availability and pricing
• Guest communications
• Delivery of accommodation services

Listings must not be misleading, fraudulent, unlawful, unsafe, or inaccurate.

SoulStay may conduct reviews, inspections, document verification, audits, or listing assessments. Verification does not constitute certification, endorsement, warranty, or guarantee of any property.

A booking becomes confirmed only when payment is successfully processed and confirmation is issued through the Platform. Hosts acknowledge that confirmed bookings create binding obligations.

Payments shall be processed through SoulStay's designated payment processor, currently Paystack, or any replacement provider designated by SoulStay. Users agree to comply with applicable payment processing requirements. SoulStay may hold, suspend, delay, reverse, or restrict transactions where fraud, disputes, chargebacks, legal requirements, or security concerns arise.

Host payouts shall be processed in accordance with the applicable payout schedule and hold periods. SoulStay may withhold, freeze, reverse, deduct, suspend, or delay payouts where disputes, fraud concerns, chargebacks, policy violations, or investigations arise.

Bookings are subject to SoulStay's Cancellation and Refund Policy. Applicable refund outcomes depend on:

• Booking category
• Timing of cancellation relative to check-in date
• Applicable refund window
• Disputes, fraud concerns, and policy compliance

SoulStay reserves the right to administer refunds and settlement adjustments accordingly.

Hosts shall:

• Maintain lawful authority to list properties
• Honour confirmed bookings
• Maintain safe accommodation and provide accurate information
• Comply with applicable laws and respect guest rights
• Maintain insurance where required
• Cooperate with investigations and compliance reviews

Travellers shall:

• Provide accurate information
• Respect property rules and hosts
• Pay applicable fees
• Refrain from unlawful conduct
• Respect neighbouring communities and comply with booking conditions

Users may submit reviews following completed stays, events, or experiences. Reviews must be truthful, relevant, respectful, and based on actual experiences. SoulStay may remove, restrict, edit, investigate, or reject reviews that violate these Terms.

Users retain ownership of content they submit. By submitting content, users grant SoulStay a worldwide, perpetual, non-exclusive, royalty-free, transferable licence to use, reproduce, display, distribute, adapt, market, and promote such content in connection with Platform operations.

Users shall not engage in harassment, hate speech, fraud, misrepresentation, threats, impersonation, discrimination, illegal activity, or abuse of the Platform.

Users shall not:

• Create fake accounts or submit false information
• Upload malicious software
• Circumvent platform fees
• Manipulate reviews
• Engage in unlawful conduct
• Violate intellectual property rights
• Interfere with platform operations

Hosts and Travellers shall not complete off-platform transactions designed to avoid SoulStay commissions or fees. Violations may result in suspension, termination, recovery of lost commissions, legal action, or other remedies.

All Platform content, trademarks, branding, software, designs, logos, graphics, and technology remain the exclusive property of SoulStay or its licensors. Nothing in these Terms transfers intellectual property ownership to users.

SoulStay processes personal information in accordance with its Privacy Policy and applicable data protection laws, including the Nigerian Data Protection Act 2023.

Users shall not disclose confidential information obtained through the Platform except where legally authorized or required.

Users represent and warrant that information provided is accurate, they possess legal authority to act, their activities comply with applicable laws, and their content does not infringe third-party rights.

Users agree to indemnify and hold harmless SoulStay, its directors, officers, employees, affiliates, agents, and representatives from losses, liabilities, damages, claims, expenses, and costs arising from breach of these Terms, violation of law, user content, property-related claims, booking disputes, or negligent conduct.

The Platform is provided on an "as is" and "as available" basis. SoulStay makes no warranties regarding availability, reliability, accuracy, security, suitability, merchantability, or fitness for a particular purpose.

To the fullest extent permitted by law, SoulStay shall not be liable for property conditions, host or traveller conduct, third-party events, personal injury, property damage, lost profits, business interruption, or indirect or consequential damages.

SoulStay shall not be liable for delays, failures, interruptions, or inability to perform arising from events beyond its reasonable control, including natural disasters, pandemics, strikes, cyberattacks, internet outages, civil unrest, governmental actions, or similar events.

SoulStay may suspend, restrict, delist, deactivate, or terminate accounts where policies are violated, fraud is suspected, legal risks arise, safety concerns exist, or verification requirements are not met. Termination shall not affect accrued rights, liabilities, or obligations.

The parties shall first attempt to resolve disputes amicably through good faith negotiations within fourteen (14) days of written notice. Disputes not resolved amicably shall be referred to arbitration under the Arbitration and Mediation Act 2023, conducted by a sole arbitrator, seated in Port Harcourt, Rivers State, Nigeria, and conducted in English. The arbitral award shall be final and binding.

Nothing in these Terms prevents SoulStay from seeking interim or injunctive relief from a court of competent jurisdiction where necessary.

These Terms shall be governed by and construed in accordance with the laws of the Federal Republic of Nigeria.

Users consent to receiving communications electronically. Electronic records, approvals, notices, and agreements shall have the same legal effect as physical documents.

SoulStay may revise these Terms periodically. Continued use of the Platform following publication of revised Terms constitutes acceptance of the revised Terms.

SoulStay may assign or transfer its rights and obligations under these Terms. Users may not assign their rights without SoulStay's prior written consent.

If any provision is held invalid or unenforceable, the remaining provisions shall remain in full force and effect.

These Terms, together with all referenced policies and guidelines, constitute the entire agreement between SoulStay and the User.

For questions, notices, or legal correspondence: