Code of Good Practice

Working to deliver excellence

The GoRemote promise

It is our promise to always do our best by you. If ever we get something wrong please tell us so we can put it right.

Our code of good practice is intended to clarify the relationship between us, you and the partners we work with – empowering you to book with confidence.

About GoRemote

GoRemote is an online booking platform and marketing services organisation as indicated by our website (www.goremoteworld.com). In this capacity we design, promote and sell GoRemote experience arrangements (“Postings”), provided by independent third-party providers (“Partners”).

Limit of liability

All services provided in connection with, before, during or after a Posting – including but not limited to accommodation, co-workspaces, transfers, familiarisation tours, excursions – are owned and operated by the Partners whose employees, facilities, products and services are not subject to GoRemote’s supervision or control.

GoRemote is not their agent nor responsible for their actions or inaction. GoRemote acts only as a platform for arranging any accommodation, co-workspace, transfers, familiarization tours, excursions or other supply of services connected with GoRemote’s Postings. Partners are solely responsible and liable for providing their respective products, provisions and services.

Definitions

When these Terms mention “GoRemote”, “we,” “us,” or “our,” it refers to the company GoRemote International Ltd, registered in England (13265515) you are contracting with.

When this Code of Good Practices mentions “User”, “Guest”, it refers to you, the party entering into this agreement with us GoRemote.

Booking” or “Posting” means the online purchase (through facilitated payment) of a reservation service as described or enabled by GoRemote in respect of various products and services as from time to time made available by Partners on the Platform.

This agreement

This “Code of Good Practices” constitutes a legally binding agreement between you and us (as defined below) governing your access to and use of the Platform, including any and all associated services. The website and GoRemote Services together are collectively referred to as the GoRemote Platform. Our Privacy Policy applicable to your use of the GoRemote Platform is incorporated by reference into this agreement.

Data Protection

GoRemote International Ltd is registered with the UK Information Commissioners Office (ICO) under registration number A8936547

Binding agreement

Upon confirmation of your booking, these terms constitute a binding contract and Terms of Service governing your rights and the relationship between you and us. GoRemote makes no verbal or written representation, warranty or agreements with respect to any GoRemote Posting and GoRemote’s responsibilities and liabilities are expressly limited as provided in this Code of Good Practices (Terms).

This Code of Good Practices, as may be amended from time to time, applies to all our services directly or indirectly (through distributors) made available online, through any mobile device, by email or by telephone. By accessing, browsing and using our (mobile) website, app or any of our applications through whatever platform (hereafter collectively referred to as the “GoRemote Platform”) and/or by completing a reservation, you acknowledge and agree to have read, understood and agreed to this Code of Good Practices set out below (including our Privacy Policy).

Use

These pages, content therein, and the online reservation service (including the facilitation of payment service) provided by us through the website are owned, operated and provided by GoRemote for your personal, non-commercial (B2C) use only.  The relationships that we have with the Partners are governed by separate terms and conditions, which regulates the commercial (B2B) relationship we have with each of these Partners. Each Partner acts in a professional manner vis-à-vis GoRemote when making its product and/or service available on or through the GoRemote Platform (for both its business-to-business (“B2B”) and/or business-to-consumer (“B2C”) relationship). Please note that Partners may have, declare applicable and/or require (acceptance of) their own set of terms and conditions and house rules for the use, access and consummation of the Postings as well as ancillary services such as excursions provided by third parties (which may include certain disclaimers and limitations of liability).

Booking

When you book a Posting, you are agreeing to pay all charges for your booking including the listed price, local taxes if applicable and any other items identified during checkout (collectively referred to as the “total amount”). You are also agreeing that GoRemote may charge and collect any security deposit as may be requested 24 hours prior to check-in, as per Partner requirements and notified at the point of checkout and in any accompanying rental contract if so issued.

When you receive the booking confirmation of your Posting, a contract for Partner Services (“Reservation”) is formed directly between you and the Partner. You may be required to electronically sign a contract related to the rent of any property. The cancellation policy and any other rules, standards, policies, or requirements identified in the booking of your Posting or during checkout form part of your contract with the Partner. Please be aware that some of our Partners work with a co-Partner or as part of a team to provide their Partner Services.

We transmit relevant details of your Posting to the Partner(s) and send you a confirmation email for and on behalf of the Partner. GoRemote does not resell, rent out, offer any direct travel product or service.

When rendering our Platform Services, the information that we disclose is based on the information provided to us by our Partners.

Due diligence

We use reasonable skill and care in performing our Platform Services. We will not verify if, and cannot guarantee that, all information is accurate, complete or correct, nor can we be held responsible for any errors (including manifest and typographical errors), any interruptions (whether due to any (temporary and/or partial) breakdown, repair, upgrade or maintenance of our Platform or otherwise), inaccurate, misleading or untrue information or non-delivery of information. Each Partner remains responsible at all times for the accuracy, completeness and correctness of the (descriptive) information (including the rates/fees/prices, policies & conditions and availability) displayed on our Platform.

Payment and cancellations

GoRemote offer a Book with Confidence promise. This promise is not a contractually binding agreement and does not supersede the conditions detailed herein.

Prepayment

A “deposit” or partial prepayment for your Posting is due immediately (via our Platform) upon reservation.

The deposit amount is notified at checkout and is typically 20% of the total booking value.

A reservation is only deemed confirmed once the owner has accepted the “request to book” from you, and and paid the deposit.

Changing your mind

Your posting cost and any deposit paid are fully refundable within 14 days of booking as long as the check in date is at least 30 days away.

If your check-in date falls within 30 days your trip cost will be paid in full and is subject to the standard cancellation terms detailed.

Cancellation

Cancellations within 30 days prior to check-in are subject to a sliding scale as follows:

  • 30 days to 14 days: 25% of the first month rent will be payable
  • 13 days to 7 days: 50% of the first month rent will be payable
  • 6 days to 2 days: 75% of the first month rent will be payable
  • 24 hours or less: 100% of the first month rent will be payable

Monies over and above the first month rent will always be refunded in full regardless of the cancellation point.

Treatment of deposits

In the event of a cancellation or postponement with 30 days or more remaining until your scheduled check-in at our discretion we will transfer your deposit paid to another booking. This booking must check-in within 12 months of the original check-in date. If no further booking is made or taken within the 12 month period the deposit is forfeited.

If your cancellation or change request occurs within 30 days of arrival the full balance for the Posting will have been collected and no deposit is deemed paid. In this case the payment is subject to the change or cancellation terms outlined herein.

If we cancel or change your booking at any point (and you do not wish to accept the change) your deposit and any trip costs paid is fully refundable.

Changes

If you wish to review, adjust or cancel your booking you can do so by replying to the booking confirmation email or contacting us directly at imagine@goremoteworld.com

If you wish to change your reservation within 30 days of arrival (for example because of a flight change or minor adjustment in arrival day) GoRemote may, at its discretion accommodate this change with no charge.

It should be noted however, that any change request may be declined by the owner (due for example to overlapping bookings or lost revenue from holding the accommodation for you), in which case you can elect to proceed with the scheduled booking or request a refund for the unutilised days against the published sliding scale which will be applied per any unused nights. For example:

  • If you wish to postpone your arrival for 7 days and notify us of this within 30 days, but before 14 days of arrival – we may agree to the request but charge you 25% of the 7 released days.
  • If you notify us of a delayed arrival of  3 days,  8 days prior to arrival, we may apply a 50% charge for those 3 days.

We will always endeavour to accommodate reasonable requests, changes and amendments without applying charges.

Curtailment

Should you wish to curtail your stay in country for any reason – you must provide 30 days written notice to avoid the subsequent month rent falling due (and being subject to the same cancellation terms which will be applied pro rata against any remaining rental days).

Security deposits

GoRemote will collect a security deposit automatically from your payment card as part of your total payment.

The amount will be clearly notified to you when you book.

If the security deposit is unable to be collected and goes unpaid by You, any booking will be deemed cancelled by You and be subject to the cancellation terms herein.

Any security deposit will be released back to your payment card no later than 72 hours of checkout following satisfactory completion of the post-checkout process.

Fairness and timeliness

We will always endeavour to process change, refund and cancellation requests fairly, transparently and within a reasonable timeframe.

Refunds will be processed within 5 working days where approved back to the original payment method used. They may take slightly longer to show in the recipient bank account or card dependent upon payment provider used.

Partner conditions

By making a Posting Reservation with our Partner, you accept and agree that the Partner may apply additional terms and conditions related to the use of the property or any additional services rendered of offered by the Partner and as may be notified to you from time to time.

Please note certain rates, fees or special offers are not eligible for cancellation, refund or change. Please check the (reservation) details of your Posting thoroughly for any such conditions prior to making your booking.

Partner cancellation policies may vary per segment, destination, product or service of each Posting. Please carefully read any fine print (Posting type section in the booking Platform) and important information in your reservation confirmation for additional policies as may be applied by the Partner (for example with respect to age requirement, security deposit, non-cancellation/additional supplements for group bookings, extra beds, pets accepted etc.).

No shows

If you have a late or delayed arrival on the check-in date or only arrive the next day, make sure to (timely/promptly) communicate this to GoRemote so we know when to expect you and to avoid cancellation of your Posting (Reservation). GoRemote does not accept any liability or responsibility for the consequences of your delayed arrival or any cancellation incurred as a result of a no show.

Online payments

The GoRemote platform offers the opportunity for Postings to be paid securely (wholly or partly) as required under the terms of payment between us and you. You may use a variety of credit and debit cards. The payment currency we use is Euro.

Payment to GoRemote is by means of secure online payment (Stripe). GoRemote never sees, processes or stores your payment information. Security is assured via the third-party provider (Stripe) and to the extent offered and supported by your bank.

For certain products and services, GoRemote facilitates (through third party payment processors) the payment of relevant products or services (i.e. the payment facilitation service) for and on behalf of the Partner (GoRemote never acts nor operates as the merchant of record.

Correspondence and communication

By completing the reservation for your Posting with GoRemote, you agree to receive communications related to your booking before during and after your Posting. These communications will provide you with important with pre-departure information as well as offers relevant to your posting and destination. From time to time we may also invite you to complete questionnaires, reviews or provide other feedback related to your posting and the services provided by GoRemote and the Partner.

Our privacy policy outlines how we may store and use your data.

In order to duly complete and secure your Posting and associated Reservation, you need to use your correct email address. We are not responsible nor liable for (and have no obligation to verify) any wrong or misspelled email address or inaccurate or wrong (mobile) phone number or credit card number.

Complaints and redress

Any claim or complaint against GoRemote or in respect of the Partner must be promptly submitted, but in any event within 30 days after the scheduled day of consumption of the product or service (e.g. departure date). Any claim or complaint that is submitted after the 30 days period, may be rejected and the claimant shall forfeit its right to any (damage or cost) compensation.

Reviews and feedback

Only customers who have stayed at our Partner’s Accommodation will be invited by GoRemote to comment on their stay at the relevant accommodations and to provide a score for certain aspects of their stay or may receive a rating request during their stay. The completed guest review (including submitted rating during your stay) may be (a) uploaded onto the relevant Posting Partner’s information page on our Platform for the sole purpose of informing (future) customers of your opinion of the service (level) and quality of the Partner, and (b) (wholly or partly) used and placed by GoRemote at its sole discretion (e.g. for marketing, promotion, or improvement of our service) on our Platform or such social media platforms, newsletters, special promotions, apps, or other channels owned, hosted, used, or controlled by GoRemote and our business partners.

In order to offer and maintain recent (and therefore relevant) reviews, reviews can only be submitted within a limited period of time (3 months) after a stay and each review will only be available for a limited period of time (up to 36 months) after posting.

The default ranking of the reviews is by date of submission relative to a few additional criteria (such as language (reviews with comments), whereas a review of a GoRemote platform booker who (always) submits comprehensive and detailed reviews may be ranked on top.

We reserve the right to adjust, refuse, or remove reviews at our sole discretion insofar it violates our review policy. GoRemote does not compensate or otherwise reward a customer for completing a review. The guest review form should be regarded as a survey and does not include any (further commercial) offers, invitations, or incentives whatsoever. GoRemote undertakes to use its best efforts to monitor and remove reviews that include obscenities or the mention of an individual’s name or reference to stolen goods.

GoRemote will not publish reviews which include:

  • Profanity, sexually explicit, hate speech, discriminatory, threats, violence
  • Mention of full names, personal attack towards the staff
  • Promoting illegal activities (e.g. drugs, prostitution)
  • Sites, emails and addresses, phone numbers, cc details
  • Politically sensitive comments

Termination

GoRemote and its Partners are each entitled to terminate their relationship for whatever reason (including in the event of breach of contract or (filing for) bankruptcy) with due observance of the relevant notice period as agreed between both parties.

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