Terms and conditions

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These Terms and Conditions (the “Terms”) govern the use of the online platform Onetrip24.com (the “Platform”), operated by Wizzatravel LLC (the “Company”, “we”, “us”), available through the website and/or mobile application.

The Platform connects persons offering accommodation for rent (“Owners”, “Hosts”, “Service Providers”) with persons wishing to book such accommodation (“Guests”, “Customers”).

By creating an account, accessing or using the Platform, you confirm that you have read, understood and accepted these Terms, as well as the Privacy Policy, available separately.

1. Definitions

“Platform” – the website and/or mobile application through which accommodation bookings are intermediated.
“Owner” / “Host” – the individual or legal entity listing a property for rent on the Platform.
“Guest” / “Customer” – the person making or intending to make a booking through the Platform.
“Booking” – the transaction by which a Guest obtains the right to use a listed property for the confirmed period and conditions.
“Admin” – the Platform’s support/administration team, responsible for monitoring, validating and resolving requests and disputes.

2. Status of the Platform

The Company acts exclusively as a technology intermediary connecting Owners and Guests. The Platform is not the owner, manager or operator of any listed property and does not own or operate any accommodation unit.

The Company is not responsible for the conduct of any user (Owner or Guest), nor for the condition, safety, legality, quality or accuracy of any listed property against its published description. Any contract relating to the actual accommodation stay is concluded directly between the Owner and the Guest; the Platform’s role is limited to facilitating the booking and payment process.

The Company makes reasonable efforts to moderate user-generated content but does not guarantee the accuracy, completeness or currency of information provided by Owners.

3. Registration and user account

Use of certain Platform features requires creating an account and providing accurate, complete and up-to-date information. Users are responsible for the confidentiality of their login credentials and for any activity carried out through their account.

The Company reserves the right to suspend or close accounts in case of false information, fraudulent conduct, or repeated breach of these Terms.

4. Relationship with Owners / Hosts

Commissions and payments. For each accommodation booking made through the Platform by a Guest, the Owner (accommodation unit) owes the Platform a commission of approximately 10%–15% of the total booking value. For certain categories of partners, the commission may be replaced or supplemented by a monthly subscription fee, according to the pricing plan communicated separately.

The Owner remains solely responsible for the accuracy of the listed information (description, photos, rates, availability, amenities), for compliance with applicable laws governing accommodation activity (including tax and tourism regulations), and for the technical condition and safety of the property.

The Owner must comply with the cancellation policy displayed on the Platform and with the procedures described in Section 6 below.

5. Relationship with Guests / Customers

Booking methods. The Platform offers two booking methods:

Instant Booking – the Guest selects an offer and the booking is confirmed immediately.
Booking Request – the Guest sends a request to the Owner. The Owner has 24 hours to accept or decline the request; if the booking concerns the same day (immediate check-in), the response window is 1 hour. The Guest may send any number of requests to any number of Owners until a positive response is received.
Payment for the booking is made once the Owner accepts the request or, in the case of Instant Booking, at the time of confirmation.

Reviews and ratings. The Platform invites Guests who have completed a stay to post comments and a score regarding their experience. Reviews are displayed on the Platform; the Company acts solely as a distributor of these reviews, not as their editor, and is not liable for the content of user-submitted reviews, to the extent permitted by applicable law.

The Company reserves the right to withdraw from publication or remove reviews reasonably considered inappropriate and/or offensive, including, without limitation: (i) politically sensitive comments; (ii) references to illegal activities; (iii) personal or sensitive information (e.g. email addresses, physical addresses, phone numbers or card details).

6. Booking cancellation policy

By making a booking, the Guest accepts the cancellation policy applicable to that accommodation unit, as displayed during the booking process, on the Service Provider’s information page, in the written confirmation and in the confirmation email. This may include, without limitation: minimum age requirements, security/damage deposits, surcharges for group bookings or extra amenities, pet policies, and accepted payment methods.

In the event of a cancellation or a no-show by the Guest, any cancellation/no-show fee and any refund will depend on the specific policy of the Service Provider, as displayed at the time of booking.

The detailed rules below supplement each Owner’s individual displayed policy and describe the procedural flow applied on the Platform.

6.1 Cancellation initiated by the Owner

When initiating a cancellation, the Owner must select a reason from a predefined list; the cancellation button remains disabled until a reason is selected. Reasons include, without limitation: technical issues with the property (damage, lack of utilities); overbooking (the property is already occupied); suspicious booking; another reason not listed; or a free-text reason provided by the Owner.

For the “suspicious booking” reason, the Owner cannot cancel directly; the request is always forwarded to Admin for validation, similar to the procedure applicable to cancellations made less than 24 hours before check-in. The Owner must explain, via chat, the elements indicating the suspicion.
The Owner may upload a supporting document/photo. If the cancellation occurs less than 24 hours before the check-in date, uploading a supporting document becomes mandatory.
The reason for cancellation is communicated to the Guest (displayed on the Platform and sent by email) and is visible in Admin, for the purpose of monitoring Owner behaviour. All cancellations are recorded in Admin.
Cancellations may result in a penalty fee charged to the Owner (indicatively, between EUR 15 and EUR 50+, depending on the booking value and the time remaining before check-in), intended to cover the costs of relocating the Guest; in case of overbooking, the Owner may bear the price difference resulting from relocation. Repeated cancellations may result in the listing being demoted in the search engine or in account suspension.
Standard flow: the Owner initiates a “Cancellation Request”; the Guest receives the request by email and may (i) approve the request, in which case the booking is cancelled, the property’s calendar is automatically blocked for that period, and the Guest receives a confirmation, or (ii) contact the support team (chat) for assistance. If the Guest does not respond within 12 hours (or 2 hours, if check-in is imminent), the request is automatically forwarded to Admin for a decision.
Alternatively, the Owner may contact Admin directly via chat when there are well-founded indications that the Guest will not show up, or in other justified situations.
For cancellations made less than 24 hours before check-in, the Owner has no access to direct cancellation; the only option is an urgent request to the support team, which verifies the evidence provided and, if justified, approves the cancellation from Admin.

6.2 Cancellation initiated by the Guest

When initiating a cancellation, the Guest must select a reason from a predefined list (for example: personal reasons, change of dates/destination, request from the Owner, found another option, flight cancellation or denied border crossing, medical reasons, or a free-text reason).

Uploading a supporting document is optional if the cancellation occurs within the free cancellation period applicable to the booking.
The reason for cancellation is communicated to the Owner (displayed in the Owner’s dashboard and sent by email) and is visible in Admin, for monitoring purposes. All cancellations are recorded in Admin.
The Platform automatically displays, based on the cancellation policy set by the Owner, the applicable fees, the existence and duration of any free-cancellation period, and the exact amount to be refunded to the Guest.
The Guest may either (i) complete the cancellation under the displayed conditions, or (ii) contact the support team via chat for further assistance.
Exception – bookings paid at the property (no financial risk to the Guest): if the cancellation occurs less than 24 hours before check-in, the Guest is shown only the option to contact the support team, so that the case can be handled directly and the Owner supported.

6.3 Monitoring and automation

The Platform implements an internal Admin alert (flagging) system: for example, a Guest with more than 3 cancellations within a calendar month may be automatically flagged as a “High-Risk Account” for further review by the support team.

All cancellation requests (from Owners or Guests) are centralised in a dedicated Admin module, allowing the support team to view, on a single screen, the conversation history, booking details, and options to approve, reject, or cancel directly from Admin.

Cancellation buttons are always visible in the interface; Admin may cancel any booking without restriction, while the Owner and the Guest may only act under the conditions described above. Every cancellation must have a selected reason and must be traceable in Admin.

7. Payments and billing

Payments made through the Platform are processed by third-party payment service providers. The Company does not store complete bank card details and is not responsible for any malfunction of the payment processors.

Refundable amounts, where applicable, are returned in accordance with the applicable cancellation policy and within the technical timeframes applied by the payment providers.

8. User conduct

Users undertake not to use the Platform for unlawful, fraudulent or immoral purposes, not to publish false or misleading content or content that infringes third-party rights, and to comply with applicable laws governing tourist accommodation.

9. Limitation of liability

To the maximum extent permitted by applicable law, the Company shall not be liable for direct or indirect damages resulting from use of the Platform, from user conduct, from the condition of listed properties, or from the non-performance or improper performance of contractual obligations between the Owner and the Guest.

Nothing in these Terms limits the Company’s liability in cases where such limitation is prohibited by law.

10. Intellectual property

All rights in the Platform (design, source code, trademarks, logo, editorial content) belong to the Company or its licensors. Users acquire no intellectual property rights through use of the Platform, other than a limited, non-exclusive licence to use the Platform for its intended purpose.

11. Suspension and account termination

The Company may suspend or terminate, temporarily or permanently, a user’s access to the Platform in the event of breach of these Terms, fraudulent conduct, or an excessive number of cancellations/complaints.

12. Changes to the Terms

The Company may periodically update these Terms. The applicable version is the one published on the Platform at the time of use; material changes will be communicated to users by reasonable means (notice on the Platform and/or by email).

13. Governing law and dispute resolution

These Terms are governed by the laws of [jurisdiction to be completed]. Any dispute shall be resolved amicably; failing an amicable resolution, the dispute shall be submitted to the competent courts of [location to be completed], without prejudice to any mandatory consumer rights provided by applicable law.

14. Contact

For questions regarding these Terms, please contact us at info@onetrip24.com, +37369111022 or through the support chat.