Terms and conditions




www.sepanja.com | www.sepanja.ir | www.sepanja.net

Our goal is to provide an online platform that connects hosts who have accommodations to rent, with guests seeking to rent such accommodations.


Terms of service

The members must follow and adhere to the tourism rules and regulations of the Islamic Republic of Iran. By using the site you agree to comply with and be legally bound by the terms and conditions of these Terms of Service, these Terms govern your access to use the site. The site and the services comprise an online platform through which hosts may create listings for accommodations and guests may learn about and book accommodations directly with the hosts. You understand and agree that Sepanja is not a party to any agreements entered into between hosts and guests, nor is Sepanja a real estate broker, an agent or insurer. Sepanja has no control over the conduct of hosts, guests and other users of the site, services or any accommodations, and disclaims all liability in this regard to maximum extent permitted by law.


Eligibility

The site and its services are intended solely for persons who are 18 or older. Any access to use the site by anyone under 18 is expressly prohibited. By accessing or using the site you warrant that you are 18 or older.


How the site works

The site can be used to facilitate the listing and booking residential and other properties. Such accommodations are included in listing on the site by hosts. Sepanja makes available an online platform or marketplace with related technology for guests and hosts to meet online and arrange for booking of accommodations directly with each other. Sepanja is not an owner or operator of properties, Sepanja does not own, sell, resell, furnish, provide, rent, rerent, manage or control properties. Unless explicitly specified otherwise in the Sepanja platform, Sepanja’s responsibilities are limited to: (i) facilitating the availability of the site and (ii) serving as the limited payment collection agent of each host for the purpose of accepting payments from guests on behalf of the Host.


Account Registration

In order to access certain features of the site and to book an accommodation or create a listing, you must register to create an account and become a member. You may register to join the services directly via the site or by logging into your account with certain third-party social networking sites (SNS), via our site. As part of the functionality of the site you may link your Sepanja account with third-party accounts, by either: (i) providing your third-party account login information to Sepanja through the site; or (ii) allowing Sepanja to access your third-party account, as permitted under the applicable terms and conditions that govern your use of each third-party account. You represent that you are entitled to disclose your third-party account login information to Sepanja or grant Sepanja access to your third-party account without breach by you of any of the terms and conditions that govern your use of the applicable third-party account and without obligating Sepanja to pay fees or making Sepanja subject to any usage limitations imposed by such third-party service providers. By granting Sepanja access to third-party accounts, you understand that Sepanja will access, make available and store any content that you have provided to and stored in your third-party account so that it is available on and through the site via your Sepanja account profile page. Please note that your relationship with the third-party service providers associated with your third-party accounts is governed solely by your agreement(s) with such third-party service providers.
Your Sepanja account and your Sepanja account profile page will be created for your use of the site based on personal information you provide to us or that we obtain via an SNS. You may not have more than one (1) active Sepanja account. You agree to provide accurate, current and complete information during the registration process and to update such information to keep it accurate, current and complete. Sepanja reserves the right to suspend or terminate your Sepanja account and your access to the site if you create more than one (1) Sepanja account, or if any information provided during the registration process or thereafter proves to be inaccurate, fraudulent, not correct or incomplete. You are responsible for safeguarding your password. You agree that you will not disclose your password to any third party and you will take sole responsibility for any activities or actions. You will immediately notify Sepanja of any unauthorized use of your Sepanja account.


Accommodation Listings

To create a listing you will be asked a variety of questions about the accommodations to be listed, including, but not limited to, the location, capacity, features, and availability of the accommodation and pricing and related rules and financial terms. In order to be featured in listings via the site, all accommodations must have physical addresses. Listings will be made publicly available via the site. Other members will be able to book your accommodation via the site based upon the information provided in your listing. You understand and agree that once a guest requests a booking of your accommodation you may not request the guest to pay a higher price than in the booking request.


You acknowledge and agree that you alone are responsible for any and all listings and member content you post. Accordingly, you represent and warrant that any listing you post and the booking of, or a guest’s stay at an accommodation in a listing you post (i) will not breach any agreements you have entered into with any third parties, such as homeowners association, condominium, lease or rental agreements, and (ii) will (a) be in compliance with all applicable laws, tax requirements, and rules and regulations that may apply to any accommodation included in a listing you post, and (b) conflict with the rights of third parties. Please note that Sepanja assumes no responsibility for a host’s compliance with any agreements with or duties to third parties, applicable laws, rules and regulations. Sepanja reserves the right at any time and without prior notice, to remove or disable access to any listing for any reason, including listings that Sepanja, in its sole discretion considers to be objectionable for any reason, in violation of these terms or Sepanja’s then current policies and community guidelines, or otherwise harmful to the site.
When you create a listing you may also choose to include certain requirements which must be met by the members who are eligible to request a booking of your accommodation, such as requiring members to have a profile picture or verified phone number in order to book your accommodation. Any member wishing to book accommodations included in listings with such requirements must meet these requirements.
By using the site you agree that any legal remedy or liability that you seek to obtain for actions or omissions of other members or third parties will be limited to a claim against the particular members or other third parties who caused you harm. You agree not to attempt to impose liability on or seek any legal remedy from Sepanja with respect to such actions or omissions. This limitation shall not apply to any claim by a host against Sepanja regarding the remittance of payments received from a guest by Sepanja on behalf of a host.


Appointment of Sepanja Payments as Limited Payment Collection Agent for Host

Each host hereby appoints Sepanja payments as the host’s limited payment collection agent solely for the purpose of accepting the accommodation fees from guests.
Each host agrees that payment made by a guest through Sepanja payments shall be considered the same as a payment made directly to the host and the host will make the accommodation available to the guest in the agreed- upon manner as if the host has received the accommodation fees. Each host agrees that Sepanja may in accordance with the cancellation policy selected by the host and reflected in the relevant listing, (i) permit the guest to cancel the booking and (ii) refund to the guest that portion of the accommodation fees specified in the applicable cancellation policy. Each host understands that as Sepanja payments accepts payments from the guests as the host’s limited payment collection agent and that Sepanja payments’ obligation to pay the host is subject to and conditional upon successful receipt of the associated payments from guests. Sepanja does not guarantee payments to hosts for amounts that have not been successfully received by Sepanja payments from guests. In accepting appointment as the limited authorized agent of the host Sepanja payments assumes no liability for any acts or omissions of the host.


Booking and Financial Terms for Hosts

If you are a host and a booking is requested for your accommodation via the site, you will be required to either confirm or reject the booking request within the booking request period otherwise the booking request will automatically expire. If you are unable to confirm or decide to reject a booking request within the booking request period, any amounts collected by Sepanja for the requested booking will be refunded to the applicable guest’s credit card and any pre-authorization of such credit card will be released.
Sepanja Payments will collect the Total Fees from Guests at the time of the booking request or upon the Host's confirmation and will pay 50% of the Accommodation Fees (less applicable fees and taxes) to the Host within 24 hours of the scheduled check-in time of the Guest at the applicable Accommodation and the rest at the time of guest departure.
Each Host agrees that Sepanja may, in accordance with the cancellation policy selected by the Host and reflected in the relevant Listing, (i) permit the Guest to cancel the booking and (ii) refund (via Sepanja Payments) to the Guest that portion of the Accommodation Fees specified in the applicable cancellation policy.


Booking and Financial Terms for Guests

The hosts on Sepanja are solely responsible for honoring any confirmed bookings and making available any accommodation reserved through the site. If you as a guest choose to enter into a transaction with a host for the booking of an accommodation you agree and understand that you will be required to enter into an agreement with the host and agree to accept any terms, conditions, rules and registrations associated with such accommodation imposed by the host. You acknowledge and agree that you and not Sepanja will be responsible for performing the obligations of any such agreements, that Sepanja is not a party to such agreement and that with the exception of its payment obligations hereunder, Sepanja disclaims all liability arising from or related to any such agreements. You acknowledge and agree that notwithstanding the fact that Sepanja is not a party to the agreement between you and the host, Sepanja payments acts as the host’s payment collection agent for the limited purpose of accepting payments from you on behalf of the host. Upon your payment of the total fees to Sepanja payments, your payment obligation to the host for the accommodation fees is extinguished and Sepanja payment is responsible for remitting the accommodation fees.
The total fees payable will be displayed to a guest before the guest sends a booking request to a host. The host is required to either confirm or reject the booking request within the booking request period; otherwise the request will be automatically cancelled. If a requested booking is cancelled any amounts collected by Sepanja payments will be refunded to such guest.
In connection with your requested booking, you will be asked to provide customary billing information such as name, billing address and credit card information either to Sepanja payments or its third-party payment processor(s). You agree to pay Sepanja payments for any confirmed bookings made in connection with your Sepanja account in accordance with these Terms by one of the methods described on the site. You hereby authorize the collection of such amounts by charging the credit card provided as part of requesting the booking, either directly by Sepanja payments or indirectly via third-party online payment processor.
If you owe or agree to pay any amount via Sepanja payments to Sepanja (whether as a result of your bookings or actions as a Guest or otherwise), then Sepanja payments may (but not obliged to) withhold the amount owing to Sepanja from any payout amounts due to you as a host, and use the withheld amount to setoff the amount owed by you to Sepanja. If Sepanja payments do so then your obligation to pay Sepanja will be extinguished to the extent of the amount withheld by Sepanja payments and Sepanja will cease to owe you any obligations with respect to the amount withheld. In addition to the amount due, if your account is delinquent or you otherwise have chargebacks on your account, you may be charged fees that are incidental to our collection of these delinquent amounts and chargebacks. Such fees or charges may include collection fees, convenience fees, or other third party charges. You hereby explicitly agree that all communication in relation to delinquent accounts will be made by electronic email or by phone, as provided to Sepanja by you. Such accommodation may be made by Sepanja or by anyone on its behalf, including but not limited to a third party collection agent.


Sepanja service fee

Service fees are calculated from the reservation subtotal. The subtotal is the complete price of the reservation before service fees have been added. If you change your reservation, the service fees adjust according to the new subtotal.
Guest and host service fees will charge for all reservations to help Sepanja run smoothly and offer 24/7 customer support


Guest service fee

We add a percentage-based service fee to guest payments every time a reservation is booked. This helps cover the cost of running our site and services.
The exact percentage depends on the subtotal of the reservation. The higher the subtotal, the lower the percentage so you can save money when booking large reservations. If you cancel a reservation you booked as a guest, the service fee is non-refundable. If your reservation is canceled by the host and you choose to be refunded, the service fee is refunded in full.


Host service fee

We deduct a 15% service fee from host payouts every time a reservation is booked at their listing. This helps cover the cost of processing guest payments.


General Booking and Financial Terms

Cancellation and Refunds

If as a guest, you cancel your requested booking before the requested booking is confirmed by a host, Sepanja payments will cancel any pre-authorization to your credit card or refund any nominal amount charged to your credit card in connection with the requested booking within a commercially reasonable time. If as a guest you wish to cancel a confirmed booking made via the site, either prior to or after arriving at the accommodation the cancellation policy of the host contained in the applicable listing will apply such cancellation. Our ability to refund the accommodation fees and other amounts charged to you will depend upon the terms of the applicable cancellation policy. The guest fee is non-refundable regardless of the cancellation policy selected by the host.
If a host cancels a confirmed booking made via the site (i) Sepanja payments will refund the total fees for such booking to the applicable guest within a commercially reasonable time of the cancellation and (ii) the guest will receive an email or other communication from Sepanja containing alternative listings and other related information. If the guest requests a booking from one of the alternative listings and the host associated with such alternative listing confirms the guest’s requested booking, then the guest agrees to pay Sepanja the total fees relating to the confirmed booking for the accommodation in the alternative listing, in accordance with these Terms. If a host cancelled a confirmed booking and you as a guest have not received an email or other communication from Sepanja, please contact Sepanja.
If, as a Host, you cancel a confirmed booking, you agree that Sepanja may apply penalties or consequences to you or your Listing, including (i) publishing an automated review on your Listing indicating that a booking was cancelled, (ii) keeping the calendar for your Listing unavailable or blocked for the dates of the cancelled booking, or (iii) imposing a cancellation fee.


Damage to Accommodations

As a guest you are responsible for leaving the accommodation in the condition it was in when you arrived. You acknowledge and agree that as a guest you are responsible for your own acts and omissions and are also responsible for the acts and omissions of any individuals whom you invite to or otherwise provide access to, the accommodation. In the event that a host claims otherwise and provides evidence of damage, including but not limited to photographs you agree to pay the cost of replacing the damaged items with equivalent items. After being notified of the claim and given forty eight(48) hours to respond, the payment will be charged to and taken from the credit card on file in your Sepanja account, or otherwise collect payment from you and pursue any avenues available to Sepanja in this regard, including using security deposit, in situations in which you have been determined, in Sepanja’s sole discretion, to have damaged any accommodation, including, but not limited to, in relation to any payment requests made by hosts under the Sepanja host guarantee, and in relation to any payments made by Sepanja to hosts. If we are unable to charge the credit card on file or otherwise collect payment from you, you agree to remit payment for any damage to the accommodation to the applicable host or to Sepanja.
Both guests and hosts agree to cooperate with and assist Sepanja in good faith, and to provide Sepanja with such information and take such actions as may be reasonably requested by Sepanja, in connection with any complaints or claims made by members relating to accommodations or personal or other property located at an accommodation or with respect to any investigation undertaken by Sepanja or a representative of Sepanja regarding use or abuse of the site. If you are a guest, upon Sepanja’s reasonable request, and to the extend you are reasonably able to do so, you agree to participate in mediation or similar resolution process with a host, at no cost to you, which process will be conducted by Sepanja or a third party selected by Sepanja or its insurer, with respect to losses for which the host is requesting payment from Sepanja under the Sepanja host guarantee.


Cancellation Policies

Sepanja allows hosts to choose among three standardized cancellation policies (Flexible, Moderate, and Strict) that we will enforce to protect both guest and host alike. The Long Term cancellation policy applies to all reservations of 30 nights or more. Each listing and reservation on our site will clearly state the cancellation policy. Guests may cancel and review any penalties by viewing their travel plans and then clicking 'Cancel' on the appropriate reservation.
* Cleaning fees are always refunded if the guest did not check in.
* The Sepanja service fee is non-refundable.
* If there is a complaint from either party, notice must be given to Sepanja within 24 hours of check-in, in writing.
* Sepanja will mediate when necessary, and has the final say in all disputes.
* A reservation is officially canceled when the guest clicks Cancel button, which you can find in your Account menu.
* Applicable taxes will be retained and remitted.


Flexible:

For a full refund, cancellation must be made a full 24 hours prior to listing’s ckeck in time on the day of check in. For example, if check-in is on Friday, cancel by Thursday of that week before check in time. If the guest cancels less than 24 hours before check-in, the first night is non-refundable. If the guest arrives and decides to leave early, the nights not spent 24 hours after the official cancellation are 100% refunded.


Moderate:

For a full refund, cancellation must be made five full days prior to listing’s check in time on the day of check in. For example, if check-in is on Friday, cancel by the previous Sunday before check in time.
If the guest cancels less than 5 days in advance, the first night is non-refundable but the remaining nights will be 50% refunded.
If the guest arrives and decides to leave early, the nights not spent 24 hours after the cancellation occurs are 50% refunded.


Strict:

For a 50% refund, cancellation must be made seven full days prior to listing’s local check in time) on the day of check in, otherwise no refund. For example, if check-in is on Friday, cancel by Friday of the previous week before check in time.
If the guest cancels less than 7 days in advance, the nights not spent are not refunded.
If the guest arrives and decides to leave early, the nights not spent are not refunded.


Long term:

If the guest books a long term stay and decides to cancel the long term agreement before the start date, the first payment is paid to the host in full.
If the guest books a long term stay and decides to cancel the long term agreement during their stay, the guest must use the online alteration tool in order to agree to a new checkout date. Regardless of the checkout date chosen, the guest is required to pay the host for the 30 days following the cancellation date, or up to the end date of the guest’s original reservation if the remaining days of the original reservation is less than 30 days.


Cancel a reservation as a host

If you need to cancel a guest’s reservation:
1. Go to Your Vendor Dashboard on Sepanja.com
2. Find the reservation you need to cancel
3. Select Cancel/change to start the cancellation process


Cancellation Penalties

Canceling a guest's reservation can have serious implications on their trip, so penalties will be applied unless there is an extenuating circumstance. Cancellations disrupt guests' plans and impact confidence in the Sepanja community. Because of this, we apply the following penalties to host cancellations.


Cancellation fees

More than 7 days before check-in: You'll receive one penalty-free cancellation every 6 months. Then, for every additional cancellation within a 6-month period, you'll be charged $50 per cancellation.
Within 7 days of check-in: Sepanja charges a $100 fee for any reservation canceled within 7 days of check-in. We'll automatically deduct any applicable cancellation fees from your next payout.


Other penalties

Automated reviews: An automated review will be posted to your profile indicating that you canceled one of your reservations. These reviews can't be removed.
Unavailable/blocked calendar: Your calendar will stay blocked and you won't be able to accept another reservation for the same dates of the canceled reservation.


Guest Refund Policy Terms

These terms and conditions are available to guests who book and pay for an Accommodation listed by a Host through the Sepanja platform (the "Site") and suffer a Travel Issue and the obligations of the Host associated with the guest refund policy.
1. Travel Issue. A “Travel Issue” means any one of the following:
(a) the Host of the Accommodation (i) cancels a reservation shortly before the scheduled start of the reservation, or (ii) fails to provide the Guest with the reasonable ability to access the Accommodation (e.g., by providing the keys and/or a security code).
(b) the description of the Accommodation in the listing on the Site is materially inaccurate with respect to: (i) the size of the Accommodation (e.g., number and size of the bedroom, bathroom and/or kitchen or other rooms.
(iii) special amenities or features represented in the listing description are not provided or do not function, such as decks, pools, hot tubs, bathrooms (toilet/shower/bathtub), kitchen (sink/stove/refrigerator or major other appliances), and electrical, heating or air condition systems, or
(iv) the physical location of the Accommodation (proximity).

(c) at the start of the Guest’s reservation, the Accommodation: (i) is not generally clean and sanitary (ii) contains safety or health hazards that would be reasonably expected to adversely affect the Guest’s stay at the Accommodation in Sepanja's judgment, (iii) does not contain clean bedding and bathroom towels available for the Guest’s use, or (iv) has vermin or contains pets not disclosed on the listing.
2. The Guest Refund Policy. If you are a Guest and suffer a Travel Issue, we agree, at our discretion, to either (i) reimburse you up to the amount paid by you through the Site, as determined by Sepanja in our discretion, depending on the nature of the Travel Issue suffered or (ii) use our reasonable efforts to find and book you another Accommodation for any unused nights left in your reservation which in our determination is reasonably comparable to the Accommodation described in your original reservation in terms of size, rooms, features and quality. All determinations of Sepanja with respect to the Guest Refund Policy, including without limitation the size of any refund, shall be final and binding on the Guests and Hosts.
3. Conditions to Claim a Travel Issue. Only a Guest may submit a claim for a Travel Issue. If you are a Guest, in order to submit a valid claim for a Travel Issue and receive the benefits with respect to your reservation, you are required to meet each of the following conditions:
(a) you must bring the Travel Issue to our attention in writing (Sepanja.com/contact) or via telephone and provide us with information (including photographs or other evidence) about the Accommodation and the circumstances of the Travel Issue within 24 hours after the start of your reservation, and must respond to any requests by us for additional information or cooperation on the Travel Issue.
(b) you must not have directly or indirectly caused the Travel Issue (through your action, omission or negligence).
(c) you must have used reasonable efforts to try to remedy the circumstances of the Travel Issue with the Host prior to making a claim for a Travel Issue.
4. Minimum Quality Standards, Host Responsibilities and Reimbursement to Guest. If you are a Host, you are responsible for ensuring that the Accommodations you list on the Site meet minimum quality standards regarding access, adequacy of the description on the Site, safety, cleanliness, and do not present a Guest with Travel Issues. During the 24-hour period following the Guest’s check-in, Hosts should be available, or make a third-party available, in order to try, in good faith, to resolve Guest issues. If you are a Host, and if (i) Sepanja determines that a Guest has suffered a Travel Issue related to an Accommodation listed by you and (ii) Sepanja either reimburses that guest any amount up to the amount paid by the guest through the Site for the Accommodation or provides an alternative Accommodation to the Guest, you agree to reimburse Sepanja up to the amount paid by Sepanja within 30 days of Sepanja's request. All determinations of Sepanja with respect to the Guest Refund Policy, including without limitation the size of any refund to the Guest, shall be final and binding on the Guests and Hosts. You also agree that in order for you to reimburse Sepanja up to the amount paid by Sepanja, Sepanja may off-set or reduce any amounts owed by Sepanja to you by this amount. If the Guest remains for part or all of the stay despite the Travel Issue, the Guest will receive a refund that will reduce the amount of the Accommodation Fees ultimately paid to you. If the Guest is relocated to an alternative Accommodation, you may lose part or all of the Accommodation Fee payment for the booking and you may be responsible for reasonable additional costs incurred to relocate the Guest to the alternative Accommodation.


Contacting Sepanja

If you have any questions about these Terms of Service, please contact Sepanja.
www.sepanja.com