Tentunit Payments Terms of Service – European Users
Table of Contents – Tentunit Payments Terms of Service (European Users)
Your use of the Payment Services
Scope and Purpose
Regulatory Compliance (PSD2, GDPR, SEPA, etc.)
Contracting Parties and Role of Stripe Payments Europe
Tenant Terms
Payment Authorization
Payment Methods and Processing
Currency Conversion and Fees
Refunds and Disputes
Chargeback Handling
Taxes
Landlord Terms 7. Payout Methods and Timing
8. Currency Conversion and Fees
9. Tax Withholding and Reporting Obligations
10. Refunds and Chargebacks Impact on Payouts
Appointment of Tentunit Payments as Limited Payment Collection Agent
Scope of Authority
Legal Effect of Payments Received by Tentunit
General Terms 11. Data Protection and Privacy (GDPR)
12. Settlement Timeframes and Banking Delays
13. Account Suspension or Termination
14. Third-Party Service Providers
Damage Report and Damage Amounts 15. Handling of Damage Claims and Payout Adjustments
Abandoned Property 16. Treatment of Unclaimed Funds and Legal Timeframes
Prohibited Activities 17. Illegal or Fraudulent Transactions
18. Anti-Money Laundering Compliance
Force Majeure 19. Events Beyond Tentunit’s Control
Disclaimers 20. Limitation of Payment Processing Responsibilities
Liability 21. Scope of Liability under EU Consumer Law
Indemnification 22. User Responsibility for Losses
Modification, Term, Termination, and Other Measures 23. Changes to Payment Terms
24. Termination by Tentunit or User
Governing Law and Dispute Resolution 25. Applicable Law (Irish law unless overridden by local consumer law)
26. EU Online Dispute Resolution (ODR) Platform
Additional Clauses for Users Contracting with Tentunit Payments UK 27. FCA Authorization and UK Consumer Rights
Additional Clauses for Users Contracting with Tentunit Payments Luxembourg 28. CSSF Supervision and Luxembourg Consumer Rights
Additional Clauses for Users that are Businesses 29. Commercial User Terms and Liabilities
Contacting Tentunit Payments 30. Customer Support Contact Information
Your Use of the Payment Services
Scope and Purpose
These Payment Terms govern the provision and use of payment processing, settlement, and related financial services (“Payment Services”) made available through Tentunit, Inc. to users located in the European Economic Area (EEA), Switzerland, and the United Kingdom.
The Payment Services enable Guests to remit payments for accommodation and related services booked through the Tentunit platform, and enable Hosts to receive payouts for such bookings. Payment Services may also include currency conversion, refunds, chargeback handling, and payment dispute resolution, as further described in these Terms.
By accessing or using the Payment Services, you acknowledge and agree that these Terms form a legally binding agreement between you and the applicable Tentunit contracting entity set out below, and that your use of the Payment Services is also subject to Tentunit’s Terms of Service for European Users, Privacy Policy, and Refund and Cancellation Policy, all of which are incorporated herein by reference.
Regulatory Compliance
Tentunit, through its integration with Stripe Payments Europe, Ltd., ensures that all Payment Services are conducted in accordance with:
Directive (EU) 2015/2366 (PSD2) – Payment Services Directive (EU) and the UK Payment Services Regulations (as applicable), including Strong Customer Authentication (SCA) for electronic transactions.
SEPA (Single Euro Payments Area) Standards: For Euro-denominated credit transfers and direct debits, ensuring cross-border transfers within the SEPA zone are processed under uniform rules and timeframes.
EU General Data Protection Regulation (GDPR): Regulation (EU) 2016/679 governing the processing of personal and payment data, including rights of access, rectification, erasure, and data portability.
UK Data Protection Act 2018: For users located in the United Kingdom.
Anti-Money Laundering (AML) & Counter-Terrorist Financing (CTF) Regulations: As applicable under EU and national laws, including identity verification and transaction monitoring requirements.
Tentunit is not a bank, credit institution, or e-money issuer. All regulated payment processing and settlement functions are performed exclusively by our licensed payment service provider, Stripe Payments Europe, Ltd., which is authorised and supervised by the Central Bank of Ireland.
Contracting Parties and Role of Stripe Payments Europe
When you make or receive a payment through Tentunit’s Payment Services within the EEA, Switzerland, or the United Kingdom, you are contracting with:
Stripe Payments Europe, Ltd. – An Irish company authorised as a payment institution by the Central Bank of Ireland, with registered address at The One Building, 1 Grand Canal Street Lower, Dublin 2, Ireland, which processes and settles all payments made through the Tentunit platform in the EEA.
In the United Kingdom, certain payment processing activities may be conducted by Stripe Payments UK, Ltd., which is authorised and regulated by the UK Financial Conduct Authority (FCA).
By using the Payment Services, you appoint Tentunit (and its designated payment service providers, including Stripe) as your limited payment collection agent for the sole purpose of receiving and processing payments on your behalf. Payment received by Tentunit or its payment service providers shall be considered payment made to the Host, and will discharge the Guest’s payment obligation to the extent of the amount received.
Tenant Terms
1. Payment Authorization
1.1 Booking Payment Obligation By confirming a booking through the Tentunit platform, you (“Tenant”) irrevocably authorize Tentunit, Inc., acting through its appointed and regulated payment service provider, Stripe Payments Europe, Limited (“Stripe Europe”), to initiate a charge to your selected payment method for the Total Payment Amount.
The Total Payment Amount includes, where applicable:
The rental amount set by the Host in the listing;
Tentunit’s platform service fee;
Applicable local, regional, or national taxes;
Security deposits, cleaning fees, or other charges disclosed prior to booking confirmation; and
Any other amounts itemized during the checkout process.
1.2 Pre-Authorization and Security Holds Tentunit reserves the right to place a pre-authorization hold on your payment method to verify funds availability prior to booking confirmation. This hold will not exceed the Total Payment Amount plus any disclosed security deposit.
1.3 Authorization Scope You authorize Tentunit and its payment providers to:
Process all amounts due for confirmed bookings immediately upon confirmation unless the listing explicitly permits a deferred payment schedule;
Initiate additional charges for security deposits, damage amounts, or other post-stay adjustments as permitted by the Tentunit Damage Report and Damage Amounts Policy;
Initiate refunds in accordance with these Payment Terms and Tentunit’s Refund and Cancellation Policy;
Communicate directly with your payment method provider to validate, process, and, if necessary, reverse transactions.
1.4 Finality of Authorization Payment authorizations granted under this section are legally binding and survive any termination of your Tentunit account with respect to obligations already incurred.
2. Payment Methods and Processing
2.1 Accepted Payment Methods Tentunit, via Stripe Europe, accepts the following payment instruments subject to availability in your jurisdiction:
Major credit and debit cards (e.g., Visa, Mastercard, American Express);
SEPA Direct Debit for Euro-denominated accounts within the SEPA zone;
Digital wallets such as Apple Pay and Google Pay;
Other methods expressly supported by Stripe in your country at the time of booking.
2.2 Processing Entity and Legal Framework All payment transactions for Tenants within the EEA, Switzerland, or the UK are processed by Stripe Payments Europe, Limited, an Irish company authorised as a payment institution by the Central Bank of Ireland. In the UK, processing may be conducted by Stripe Payments UK, Ltd., authorised and regulated by the UK Financial Conduct Authority.
2.3 Transaction SecurityAll card payments are processed in compliance with the Payment Card Industry Data Security Standard (PCI DSS). Electronic transactions are encrypted using industry-standard TLS protocols. Tentunit does not store full primary account numbers (PANs) on its systems.
2.4 Tenant ResponsibilityYou are responsible for ensuring your selected payment method is valid, active, and has sufficient funds to cover the Total Payment Amount. Failure to maintain a valid payment method may result in automatic booking cancellation.
3. Currency Conversion and Fees
3.1 Listing Currency Each Host sets the listing price in a specific currency. For tenants located in the EEA, the default settlement currency is the Euro (€), unless otherwise indicated at checkout.
3.2 Conversion ProcessIf your payment method is denominated in a currency other than the listing currency, Stripe will perform the currency conversion at its prevailing wholesale exchange rate at the time of processing.
3.3 Conversion Fee DisclosureA currency conversion fee may be applied by Stripe. The applicable rate and any associated margin will be disclosed, where technically feasible, prior to payment confirmation.
3.4 Third-Party Currency FeesIf your payment method provider applies additional foreign transaction fees, such charges are solely your responsibility and are not controlled by Tentunit.
4. Refunds and Disputes
4.1 Refund EligibilityRefunds are governed by the Host’s cancellation policy and Tentunit’s Refund and Cancellation Policy for European Users. Situations warranting refunds may include, but are not limited to:
Tenant-initiated cancellation within the permitted cancellation window;
Host cancellation prior to the booking start date;
Documented issues falling under Tentunit’s Material Non-Compliance or Reservation Issue definitions.
4.2 Refund MethodologyRefunds will be returned to the original payment method used for the transaction. Processing times are dependent on your payment method provider and typically range from 3–10 business days from the date Tentunit instructs the refund.
4.3 Refund LimitationsTentunit is not liable for delays caused by banking institutions, card networks, or other third-party payment service providers.
4.4 Dispute NotificationIf you believe an amount has been charged in error, you must notify Tentunit Payments via [email protected] within 14 calendar days of the transaction date. Your notification must include booking details, transaction references, and supporting documentation.
5. Chargeback Handling
5.1 Chargeback InitiationIf you initiate a chargeback through your bank or card issuer, Tentunit reserves the right to suspend your Tentunit account and any pending payouts until the dispute is resolved.
5.2 Evidence SubmissionYou agree to cooperate fully by providing all requested evidence, including booking confirmations, correspondence, and proof of service delivery, to assist in resolving the dispute.
5.3 Administrative and Recovery Costs If a chargeback is resolved in Tentunit’s favour, you may be liable for:
Any chargeback fees levied by the payment processor; and
Tentunit’s reasonable administrative costs associated with the dispute.
6. Taxes
6.1 Tenant Tax ResponsibilityYou are responsible for paying any taxes, duties, or levies applicable to your booking under the laws of your country of residence or the location of the property, unless such amounts are collected and remitted by Tentunit on your behalf.
6.2 Collection and RemittanceIn jurisdictions where Tentunit facilitates tax collection (including VAT, occupancy taxes, and similar levies), the tax amount will be displayed at checkout and remitted to the appropriate tax authority as required by law.
6.3 Tax DocumentationTentunit may issue electronic receipts or invoices reflecting the tax amounts collected, but does not provide tax advice. You are solely responsible for determining and fulfilling your own tax obligations and should consult a qualified tax advisor where necessary.
Landlord Terms
7. Payout Methods and Timing
7.1 Payout EligibilityUpon successful completion of a booking, through Stripe Payments Europe, Limited (“Stripe Europe”), will initiate a payout to the Landlord for the Net Payout Amount. The Net Payout Amount equals the total booking price paid by the Tenant, minus:
Tentunit platform service fees,
Applicable payment processing fees,
Any tax amounts collected and remitted on your behalf, and
Any adjustments for refunds, chargebacks, or damages (as described in Sections 10 and 15).
7.2 Accepted Payout Methods Payouts may be made via:
SEPA Credit Transfer to a Euro-denominated bank account in the SEPA zone,
Domestic bank transfer for accounts in the United Kingdom,
Other payout methods explicitly supported by Stripe in your jurisdiction.
All payout methods must be in the name of the Landlord and linked to the verified Stripe account associated with your Tentunit profile.
7.3 Payout Initiation TimingUnless otherwise stated in your Landlord dashboard, payouts will be initiated within 5 business days following the scheduled check-in date or completion of the booking period, whichever is later. Tentunit may delay payouts if:
A refund or dispute is pending,
Payment has not yet been cleared by the Tenant’s payment method provider, or
Additional verification is required under Anti-Money Laundering (AML) or Counter-Terrorist Financing (CTF) laws.
7.4 Payout CompletionThe time it takes for funds to appear in your account depends on your bank’s internal processing times, which are outside Tentunit’s control. For SEPA transfers, settlement typically occurs within 1–3 business days from the date of payout initiation.
8. Currency Conversion and Fees
8.1 Listing Currency and Payout CurrencyYou may set your listing price in any currency supported by Tentunit. However, your payout will be made in the currency of your verified payout account.
8.2 Currency ConversionIf your payout currency differs from the listing currency, Stripe will convert the amount at its prevailing wholesale exchange rate at the time of payout initiation.
8.3 Conversion FeesStripe may apply a currency conversion margin. This margin will be deducted from your payout and is disclosed in Stripe’s fee schedule available at https://stripe.com/pricing.
8.4 Third-Party Bank Fees Your receiving bank may impose additional incoming transfer fees or currency conversion charges. These are outside Tentunit’s control and will not be reimbursed.
9. Tax Withholding and Reporting Obligations
9.1 Landlord Tax Responsibility As a Landlord, you are solely responsible for determining and fulfilling any obligations to report, collect, remit, or include in your price any applicable taxes (including but not limited to VAT, occupancy taxes, income taxes, and tourist levies).
9.2 Collection and Remittance by Tentunit In certain jurisdictions, Tentunit may be legally required to collect and/or remit taxes on your behalf. If such collection and/or remittance occurs:
The collected tax will be deducted from your payout,
The transaction record will indicate the tax amount, and
Tentunit will remit the amount directly to the relevant tax authority.
9.3 Information RequestsYou agree to provide Tentunit with accurate and complete tax identification and documentation (including VAT numbers, taxpayer identification numbers, or other forms) upon request. Failure to do so may result in payout delays or legal withholding of funds.
9.4 Withholding ObligationsIf Tentunit is required by law to withhold taxes from your payouts (e.g., under local non-resident withholding rules), such amounts will be withheld and reported to the relevant tax authority.
9.5 Annual ReportingTentunit may issue annual earnings summaries to you and, where legally required, to the tax authorities of your jurisdiction.
10. Refunds and Chargebacks Impact on Payouts
10.1 Refund Deduction If a Tenant is entitled to a refund under the applicable cancellation policy, Tentunit will deduct the refund amount from your future payouts.
10.2 Timing of Refund Adjustments If a refund is processed before your payout has been initiated, the amount will be deducted immediately from the current payout cycle. If the payout has already been made, Tentunit may deduct the amount from subsequent payouts or issue an invoice to recover the funds.
10.3 Chargeback Liability In the event of a chargeback initiated by a Tenant’s payment method provider, the disputed amount will be withheld from your payout until the dispute is resolved. If the dispute is resolved in the Tenant’s favor, the disputed amount plus any associated fees will be permanently deducted from your payout.
10.4 Damage Claims and OffsetsIf Tentunit processes a Damage Report under Section 15 and determines that you are liable for a payment to a Tenant, the determined amount may be offset against your pending or future payouts.
10.5 Negative BalancesIf deductions for refunds, chargebacks, taxes, or damage claims exceed your available payout balance, a negative balance will be recorded on your account. You agree to remit the negative balance to Tentunit within 10 business days of notification. Tentunit reserves the right to recover the outstanding amount via any payment method you have on file.
Appointment of Tentunit Payments as Limited Payment Collection Agent
Agency Appointment By using the Tentunit platform and agreeing to these Payment Terms, you, as a Landlord, hereby irrevocably appoint its authorized European payment processing partners (including Stripe Payments Europe, Limited), as your limited payment collection agent (“LPCA”) solely for the purpose of:
Receiving and holding payments from Tenants on your behalf,
Processing and settling such payments to your designated payout account,
Managing applicable refunds, chargebacks, and offsets as described in these Terms.
Effect of Payment to TentunitYou agree that payment from a tenant to Tentunit, acting as LPCA, shall be considered the same as payment made directly to you. Once Tentunit (or its processing partner) receives payment from a tenant, the tenant’s payment obligation to you is extinguished to the extent of the amount received.
Scope of LPCA Authority This appointment:
Is limited in scope to payment collection, settlement, and related administrative actions,
Does not create any employment, partnership, joint venture, or other legal relationship beyond the payment agency relationship,
Does not grant Tentunit authority to act in your name for any purpose other than payment handling.
Settlement to Landlord Tentunit will, in accordance with Section 7, initiate payout to you for amounts received from Tenants, less any deductions as provided in these Terms. You agree that delays in payout due to verification, banking, or regulatory processes shall not constitute a breach of this agreement.
Regulatory ComplianceTentunit and its processing partners will handle payments in compliance with applicable laws, including the EU Payment Services Directive (PSD2), Anti-Money Laundering (AML) requirements, and Know Your Customer (KYC) obligations. You agree to provide all documentation reasonably requested to comply with these requirements, including but not limited to:
Proof of identity,
Proof of ownership of payout account,
Tax identification documentation.
Termination of AppointmentThis LPCA appointment remains in force for as long as you have an active Tentunit account and pending payouts. Termination of this appointment may only occur upon full settlement of all amounts due to you and closure of your Tentunit account.
General Terms
11. Data Protection and Privacy (GDPR)
11.1 Controller and Processor Roles Tentunit, Inc. (“Tentunit”) acts as the data controller for personal data collected directly from you, and as a data processor when processing payment information on behalf of Stripe Payments Europe, Limited or other authorized payment partners.
11.2 Lawful Basis for Processing We process your personal data under one or more lawful bases set out in Article 6 of the General Data Protection Regulation (GDPR), including:
Contractual necessity (processing required to perform our obligations under these Terms),
Legal obligation (compliance with tax, AML, or financial regulations),
Legitimate interests (fraud prevention, security, and operational efficiency), and
Consent (where explicitly required for specific processing activities).
11.3 Data Categories Collected We may collect and process:
Identification data (e.g., name, address, date of birth, government-issued ID),
Financial data (e.g., IBAN, BIC/SWIFT, account ownership documentation),
Transaction data (e.g., payments, payouts, disputes, refunds), and
Technical data (e.g., device information, IP address, log files).
11.4 International Transfers Where personal data is transferred outside the European Economic Area (EEA) or the UK, we ensure that such transfers are covered by an adequacy decision, Standard Contractual Clauses, or other GDPR-compliant safeguards.
11.5 Data Subject Rights You have the right to:
Access, rectify, or erase your personal data,
Restrict or object to certain processing,
Request data portability, and
Lodge a complaint with your local supervisory authority.
Requests may be sent to [email protected].
12. Settlement Timeframes and Banking Delays
12.1 Standard Settlement Payouts will follow the timeframes set out in Section 7.3 (Payout Initiation Timing).
12.2 Banking DelaysTentunit is not responsible for delays caused by your receiving bank, intermediary banks, or payment scheme operators (e.g., SEPA, SWIFT). Settlement times may also be impacted by public holidays, weekends, or cross-border banking processes.
12.3 Compliance-Related Holds We may delay payouts to comply with:
Anti-Money Laundering and Counter-Terrorist Financing laws,
Fraud investigations, or
Regulatory reporting obligations.
You will be notified if such a delay exceeds 5 business days.
13. Account Suspension or Termination
13.1 Suspension Grounds Tentunit may suspend your account, delay payouts, or restrict platform access if:
We suspect fraudulent activity or breach of these Terms,
Required KYC/AML documentation is missing or invalid,
You fail to fulfil your tax obligations or regulatory requirements, or
You engage in prohibited activities as defined in Section 9 of the Community Standards / Acceptable Use Policy.
13.2 Termination by Tentunit Tentunit may terminate your account and LPCA appointment:
Immediately, for serious breaches (e.g., fraud, money laundering, misrepresentation), or
With 30 days’ written notice for non-material breaches or operational reasons.
13.3 Effect of Termination Upon termination:
All outstanding payouts (less deductions) will be processed in the next available payout cycle, subject to legal holds,
Any negative balances will remain payable, and
Your access to the platform and associated services will cease.
14. Third-Party Service Providers
14.1 Payment Processing Partners Tentunit uses Stripe Payments Europe, Limited and other authorized providers to process transactions. These providers are regulated under the Central Bank of Ireland or equivalent EEA/UK regulators.
14.2 Other Service Providers Tentunit may use third-party service providers for:
Identity verification,
Fraud detection,
Currency conversion,
Tax calculation and reporting,
Data hosting and analytics.
14.3 Responsibility and Liability While these third parties operate under contracts requiring compliance with applicable laws, Tentunit is not liable for damages resulting from their actions unless such damages are caused by Tentunit’s negligence or willful misconduct.
14.4 Changes to Providers Tentunit may change its third-party service providers at any time without prior notice, provided the change does not materially degrade the level of service offered.
Damage Report and Damage Amounts
15. Handling of Damage Claims and Payout Adjustments
15.1 Reporting a Damage Claim
Landlords must submit a formal Damage Report through the Tentunit platform within 72 hours of the Tenant’s check-out or the end of the rental term.
The report must include:
Detailed description of the damage,
Photographic or video evidence,
Itemized repair or replacement cost estimates,
Any relevant supporting documents (e.g., invoices, police reports, if applicable).
Failure to submit a claim within the stated timeframe may result in forfeiture of the right to claim through Tentunit’s payment services.
15.2 Tenant Response
Once a Damage Report is filed, Tentunit will notify the Tenant and allow 72 hours for a written response and/or to submit counter-evidence.
The Tenant may accept liability and authorize payment, dispute the claim, or request further mediation.
15.3 Tentunit’s Role in Damage Claims
Tentunit does not act as an insurer or guarantor for property damages.
Tentunit’s role is limited to:
Facilitating communication between Landlord and Tenant,
Adjusting payout amounts to the Landlord, where permitted under applicable law and platform policies,
Processing agreed or adjudicated damage amounts through our payment system.
15.4 Payout Adjustments
If the Tenant accepts liability or an applicable agreement/arbitration determines liability, Tentunit may deduct the approved damage amount from:
Security deposit funds held by Tentunit,
Pending or future payouts owed to the Landlord, or
Pending refunds to the Tenant.
Adjustments will be reflected in the next available payout cycle, subject to banking and regulatory settlement timeframes.
15.5 Dispute Escalation and Resolution
If the claim is disputed and cannot be resolved directly between the parties within 7 days, it will be escalated to Tentunit’s designated dispute resolution process as outlined in Section 17 (Governing Law and Dispute Resolution).
Tentunit may, at its sole discretion, recommend mediation or binding arbitration, depending on jurisdictional rules.
15.6 Limits of Liability for Tentunit
Tentunit is not liable for any damage amounts that exceed the total funds available from the Tenant via Tentunit’s payment services at the time of claim enforcement.
Recovery of additional amounts beyond available funds is the sole responsibility of the Landlord through direct legal channels.
15.7 Compliance with Local Law
All damage claims and adjustments will comply with EU consumer protection laws, local tenancy regulations, and applicable cross-border payment rules.
Where law prohibits automatic deductions without court or arbitration approval, Tentunit will require such approval before processing any payment adjustment.
Abandoned Property
16. Treatment of Unclaimed Funds and Legal Timeframes
16.1 Definition of Abandoned Property For the purposes of this Agreement, “Abandoned Property” refers to:
Physical Items: any personal belongings left behind by a Tenant after the rental term has ended, which have not been claimed within the legal notice period, and
Unclaimed Funds: any payment, refund, or security deposit balance that remains in Tentunit’s possession because the rightful recipient has failed to provide accurate payment instructions or respond to repeated contact attempts.
A. Physical Items Left by Tenants
16.2 Landlord Obligations
The Landlord must handle abandoned physical property in compliance with local tenancy laws and consumer protection regulations, which may include:
Providing written notice to the Tenant’s last known contact information,
Storing the items for the legally required holding period (varies by jurisdiction, e.g., 14–90 days), and
Maintaining a record of storage, notices sent, and any related costs.
16.3 Tenant’s Responsibility to Retrieve Items
The Tenant is responsible for arranging the collection of their belongings within the notice period.
If items are not collected within the legal timeframe, the Landlord may:
Dispose of the items, or
Sell them to offset storage and disposal costs, as permitted by law.
16.4 Tentunit’s Role
Tentunit does not store or handle physical belongings and is not responsible for loss, theft, or damage to abandoned items.
Our role is limited to facilitating communication between Landlord and Tenant during the notice period.
B. Unclaimed Funds
16.5 Holding of Unclaimed Funds
Unclaimed funds may arise if:
The Tenant or Landlord fails to provide accurate banking details,
A payout is rejected by the recipient’s bank, or
The recipient does not respond to payout notifications.
16.6 Retention Period
Tentunit will retain unclaimed funds for the minimum period required by applicable unclaimed property laws (typically 3–5 years, depending on jurisdiction).
During this period, Tentunit will make reasonable attempts to contact the rightful owner via the contact information provided on the account.
16.7 Disposition of Funds After Retention Period
If funds remain unclaimed after the statutory period, Tentunit will:
Remit them to the appropriate government authority in accordance with unclaimed property/escheatment laws, or
Where no such law applies, treat the funds as forfeited and use them in accordance with applicable corporate governance rules.
16.8 No Interest on Held Funds
Unclaimed funds held by Tentunit will not accrue interest in favor of the Tenant or Landlord.
Any interest earned on such funds will be retained by Tentunit to cover administrative costs of compliance.
Prohibited Activities
17. Illegal or Fraudulent Transactions
17.1 Prohibited Conduct You must not use Tentunit’s payment services to engage in, support, or facilitate any transaction that is:
In violation of applicable laws or regulations in your country, the EU, the United States, or any other relevant jurisdiction,
Related to goods, services, or activities prohibited under EU consumer protection law,
Intended to mislead or defraud any party, including through the use of stolen payment instruments, false identities, or falsified documents,
Connected to tax evasion, sanctions evasion, or other illicit financial activity,
Designed to circumvent Tentunit’s security, identity verification, or payment processing systems.
17.2 Examples of Prohibited Transactions This includes, but is not limited to:
Transactions related to counterfeit goods or pirated content,
Services involving unlawful property rentals (e.g., without necessary permits),
Payments for activities or services prohibited by local housing, health, or safety regulations,
Transactions associated with platforms, accounts, or activities that have been banned by Tentunit or our payment partners.
17.3 Enforcement Actions Tentunit reserves the right to:
Immediately suspend or terminate accounts involved in prohibited transactions,
Place a hold on funds and/or reverse transactions,
Report the matter to relevant law enforcement or regulatory authorities,
Seek reimbursement for any damages, costs, or penalties incurred.
18. Anti-Money Laundering (AML) Compliance
18.1 Regulatory Obligations Tentunit and its payment processing partners are subject to the EU’s 5th and 6th Anti-Money Laundering Directives (AMLD5 & AMLD6), as well as applicable local and international AML/Counter-Terrorist Financing (CTF) laws.
18.2 Know Your Customer (KYC) and Customer Due Diligence (CDD)
All Landlords must complete KYC verification, including the submission of government-issued identification, proof of address, and, where applicable, proof of property ownership or legal authorization to rent.
Additional CDD may be required for Tenants or Landlords in high-risk jurisdictions or for transactions above certain thresholds, in compliance with EU AML rules.
18.3 Monitoring and Reporting
Tentunit may monitor transaction activity for suspicious patterns, such as:
Unusually large or rapid fund transfers,
Structuring transactions to avoid reporting thresholds,
Mismatched personal or business details,
Payments from or to sanctioned countries or entities.
Suspicious transactions will be reported to the relevant Financial Intelligence Unit (FIU) in the applicable jurisdiction.
18.4 Sanctions Compliance Tentunit will not process payments involving individuals, entities, or countries subject to sanctions by:
The European Union,
The United Nations,
The U.S. Office of Foreign Assets Control (OFAC), or
Any other applicable national sanctions authority.
18.5 Account Restrictions Tentunit may:
Delay or withhold payouts pending completion of AML reviews,
Request additional documentation at any time,
Terminate services for users who fail to provide required AML/KYC information or whose activities pose a compliance risk.
Force Majeure
19. Events Beyond Tentunit’s Control
19.1 Definition of Force Majeure Events For the purposes of this Agreement, a Force Majeure Event means any event or circumstance beyond the reasonable control of Tentunit, its affiliates, or payment partners, which prevents or delays the performance of contractual obligations. This includes, but is not limited to:
Natural events: earthquakes, floods, storms, hurricanes, volcanic eruptions, wildfires.
Public health events: pandemics, epidemics, or other public health emergencies (including related governmental restrictions).
Governmental actions: changes in law, regulations, or enforcement; export/import restrictions; embargoes; nationalization; or seizure of assets.
Civil disturbances: riots, acts of terrorism, war (declared or undeclared), civil war, or other armed conflicts.
Infrastructure failures: prolonged utility outages, telecommunication failures, widespread internet disruptions, or payment network downtime.
Labor disruptions: strikes, lockouts, or other industrial disputes affecting critical services.
Other uncontrollable causes: fire, explosion, or other events that could not be reasonably prevented or mitigated.
19.2 Effect of Force Majeure
Tentunit shall not be deemed in breach of this Agreement, nor liable for delay or failure to perform, if such delay or failure is due to a Force Majeure Event.
The performance of affected obligations will be suspended for the duration of the Force Majeure Event, with Tentunit resuming obligations as soon as reasonably practicable.
19.3 Notification Obligations
Tentunit will provide notice to affected users within a reasonable time after becoming aware of the Force Majeure Event, including a description of the nature of the event, the expected duration, and any anticipated impact on services.
Users must also notify Tentunit if they are unable to perform their obligations under this Agreement due to a Force Majeure Event.
19.4 Mitigation Tentunit will make commercially reasonable efforts to mitigate the impact of the Force Majeure Event, including seeking alternative means to process payments or fulfill obligations.
19.5 Extended Force Majeure If a Force Majeure Event continues for more than 30 consecutive days, either party may terminate the affected portion of the Agreement without penalty, upon written notice to the other party. Termination under this clause will not affect obligations for services already rendered or payments already due.
Disclaimers
20. Limitation of Payment Processing Responsibilities
20.1 Role of Tentunit in Payment Processing
Tentunit facilitates payment transactions between Tenants and Landlords through licensed third-party payment processors, including Stripe Payments Europe, Limited and other authorized financial institutions.
Tentunit does not operate as a bank, credit institution, or deposit-taking entity, and does not provide escrow, fiduciary, or trust services beyond what is required for payment settlement under applicable law.
Funds are held, processed, and transferred in accordance with the EU Payment Services Directive 2 (PSD2), national financial regulations, and the contractual terms with our payment partners.
20.2 No Guarantee of Completion
Tentunit is not responsible for delays, failed transactions, or non-payment arising from:
Errors or omissions in payment information provided by Tenants or Landlords,
Insufficient funds, credit limits, or declined authorizations,
Network outages or disruptions in payment processing systems,
Actions or omissions by third-party payment providers, banks, or card networks.
20.3 Currency Conversion and Exchange Rates
Currency conversion services, where applicable, are provided by authorized financial partners. Tentunit does not control exchange rates and disclaims liability for fluctuations or discrepancies between estimated and actual conversion amounts.
20.4 Regulatory and Compliance Disclaimers
Tentunit processes payments only in compliance with applicable financial regulations. If a transaction is delayed, blocked, or reversed due to AML/CTF laws, sanctions rules, or regulatory investigations, Tentunit bears no responsibility for consequential losses.
Users are responsible for ensuring that their use of Tentunit’s payment services complies with all applicable laws, including tax obligations, licensing requirements, and housing regulations in their jurisdiction.
20.5 Limit of Liability for Payment Processing
To the maximum extent permitted by law, Tentunit’s total liability for any claim relating to payment processing will be limited to:
The total amount of fees paid by the user to Tentunit in the 3 months preceding the event giving rise to the claim, or
EUR €200 (or local currency equivalent), whichever is greater.
20.6 Third-Party Disclaimers
Tentunit disclaims all liability for actions or failures by third-party service providers, including payment processors, card issuers, and banking institutions.
Users acknowledge that the performance of payment services depends in part on the functionality and reliability of third-party systems, which Tentunit does not control.
21. Scope of Liability Under EU Consumer Law
21.1 Compliance With Mandatory Consumer Protections Nothing in these Terms limits or excludes rights granted to consumers under applicable European Union or United Kingdom consumer protection legislation, including but not limited to the Consumer Rights Directive (Directive 2011/83/EU), the Unfair Contract Terms Directive (93/13/EEC), and equivalent national consumer protection frameworks.
21.2 Liability Limitations To the maximum extent permitted under applicable law and subject to mandatory consumer rights:
- Tentunit shall not be liable for:
(a) Losses arising from incorrect or incomplete information provided by the Tenant or Landlord;
(b) Bank errors, payment network outages, or third-party processor failures;
(c) Indirect, consequential, or punitive damages;
(d) Loss of business, income, profit, or opportunity;
(e) Delays or failures caused by authentication or AML/KYC requirements.
21.3 Cap on Liability Except where prohibited by law and except in cases of wilful misconduct or gross negligence, Tentunit’s aggregate liability for all claims relating to the Payment Services shall not exceed:
(a) The total fees paid to Tentunit by the affected user in the preceding 90 days, or (b) EUR €200, whichever is greater.
21.4 No Liability for Host Conduct or Property Tentunit is not a party to the rental agreement and does not verify property conditions, tenancy terms, or host performance. Any disputes between Tenant and Landlord remain solely between those parties.
22. User Responsibility for Losses (Indemnification)
22.1 Indemnification Obligation You agree to indemnify, defend, and hold harmless Tentunit, its affiliates, officers, directors, employees, and payment partners (including Stripe) from any loss or claim arising from:
(a) Breach of these Payment Terms;
(b) Fraudulent or illegal use of Payment Services;
(c) Chargebacks caused by unfulfilled obligations;
(d) Submission of false or misleading documents;
(e) Violation of tax, housing, or financial regulations;
(f) Payment disputes attributable to your conduct;
(g) Violation of sanctions, AML, or KYC regulations.
22.2 Recovery of Funds Tentunit reserves the right to recover negative balances, dispute charges, or compliance-related penalties by debiting any payment method linked to your Tentunit account.
23. Changes to Payment Terms
23.1 Right to Modify Tentunit may modify these Payment Terms to comply with regulatory updates, enhance security, or reflect product changes.
23.2 Notice of Modification Users will receive advance notice of material changes:
- Minimum 14 days prior to effective date (EEA)
- Minimum 30 days prior for commercial users, unless emergency updates apply.
23.3 User Consent Continued use of the Payment Services following notice constitutes acceptance of updated Terms. Users who do not agree must discontinue use and close their account prior to the effective date.
24. Termination by Tentunit or User
24.1 Termination by User Users may close their account at any time by contacting support, provided no active bookings, payouts, or disputes remain.
24.2 Termination by Tentunit Tentunit may suspend or terminate Payment Services immediately if:
- Fraud or misuse is suspected;
- AML/KYC requirements are unmet;
- Payment credentials are invalid or insufficient;
- Tentunit is legally required to do so;
- The account poses risk to the platform or users.
24.3 Effect of Termination All pending obligations, including negative balances, tax obligations, and regulatory holds, survive termination.
24.4 Settlement of Funds All valid payouts will be released in accordance with Section 7, unless delayed for legal compliance, fraud review, or security evaluation.
25. Applicable Law
25.1 Governing Law For users located in the EEA: Irish law applies, except where EU mandatory consumer provisions override.
For UK users: English law applies subject to UK consumer statutes.
25.2 Preservation of Consumer Rights Nothing in these Terms restricts mandatory legal protections available under local consumer legislation.
26. EU Online Dispute Resolution (ODR) Platform
26.1 ODR Access EEA consumers may submit disputes to the European Commission ODR Portal at:
https://ec.europa.eu/consumers/odr
26.2 Tentunit Contact for ODR Email: [email protected] Tentunit will cooperate in good faith with EU dispute bodies.
27. FCA Authorization (UK Users)
27.1 Stripe UK Regulation Stripe Payments UK, Ltd. is authorised and regulated by the Financial Conduct Authority (FCA) to provide payment services in the UK.
27.2 Financial Ombudsman Rights UK users may escalate payment-related complaints to the Financial Ombudsman Service (FOS) after internal attempts to resolve.
28. CSSF Supervision (Luxembourg Users)
28.1 Stripe Europe Oversight Stripe Payments Europe is authorised and supervised by the Central Bank of Ireland, with passporting into the EEA.
Luxembourg regulatory body for user reference:
Commission de Surveillance du Secteur Financier (CSSF).
29. Commercial User Terms
29.1 Commercial Classification If you use Tentunit for business purposes, you waive EU consumer rights to withdrawal and simplified claims processes.
29.2 Compliance Responsibility Commercial users must comply with professional tax, accounting, licensing, and reporting requirements.
29.3 Indemnity Extension Commercial users bear expanded indemnity obligations for disputes involving sub-agents, employees, or contractors.
30. Customer Support
30.1 Support Channels European Payment Support Email:
[email protected]
Response time: 1–3 business days
30.2 Complaint Handling Tentunit will acknowledge formal complaints within 72 hours and aim to resolve them within 15 business days, per PSD2 rules.
30. Customer Support (continued)
30.3 Escalation Path
If a user disputes a payment handling decision or believes a regulatory right was infringed, escalation proceeds in the following order:
Tier 1: Tentunit Payments Support Review
Tier 2: Tentunit Compliance Officer Review
Tier 3: External Arbitration / Regulatory Complaint Body (where entitled by law)
Tentunit reserves the right to request supporting evidence for any escalated complaint, including but not limited to identification documents, proof of transaction, proof of damage, or communications between parties.
30.4 Language of Support
Support services are available in English. Additional languages may be supported at Tentunit’s discretion; however, discrepancies between translated content and the English version shall be resolved in favor of the English version.
31. EU Online Dispute Resolution (ODR) Platform
(Already defined — included here to complete structure)
31.1 Users in the European Union may submit disputes to the EU ODR platform:
https://ec.europa.eu/consumers/odr
31.2 Users must first attempt internal resolution with Tentunit.
Tentunit will participate in ODR processes where legally required.
32. FCA Authorization (UK Users)
(Completed above – included for continuity)
32.1 Stripe Payments UK, Ltd. is regulated by the Financial Conduct Authority (FCA)
Firm Reference Number available at: https://register.fca.org.uk/
32.2 UK users may escalate unresolved payment disputes to the UK Financial Ombudsman Service.
Tentunit will comply with UK regulatory reporting duties under the Payment Services Regulations (PSRs).
33. CSSF Supervision (Users in Luxembourg / EEA Passport Zone)
33.1 Stripe Payments Europe, Ltd. is supervised by the Central Bank of Ireland and passported across the EEA.
33.2 Luxembourg users may contact the Commission de Surveillance du Secteur Financier (CSSF) for certain payment complaints when applicable.
34. Additional Clauses for Business / Institutional Users
34.1 Business Use Classification If you register or use the Platform as a business, university, landlord group, corporate housing provider, or property management entity, you acknowledge:
Consumer protections do not apply
You must comply with all AML/KYC verifications
You are fully liable for your listings, employees, partners, and sub-agents
34.2 Record Keeping Business users must maintain verifiable books and transaction records for a minimum of 5 years and provide them to Tentunit upon lawful request for:
AML reviews
Fraud investigations
Regulatory compliance audits
34.3 Commercial Dispute Resolution Commercial disagreements may be resolved through arbitration where enforceable by law, and business entities may not use EU ODR consumer channels.
35. Contact Information and Notices
35.1 Contact Email
European Payment Support: [email protected] General Support: [email protected]
35.2 Registered Entity & Address
Tentunit Payments (European Operations)
c/o Tentunit, Inc.
West Lafayette, IN, United States
(Registered EU representative details to follow upon final regulatory registration stage)
Note: If Tentunit establishes a formal EU Payments Entity presence, details will be updated accordingly.
35.3 Legal Notice Delivery
Notices may be delivered to users via:
Email associated with their Tentunit account
In-platform notification
Registered mail (for legal service)
Stripe-hosted notices where applicable
Legal correspondence to Tentunit must be sent via registered mail to the address listed above and include:
Full legal name
Account email address
Transaction reference IDs
Detailed description of issue
35.4 Survival of Obligations
The following sections survive account closure and remain legally binding:
Payment obligations & negative balances
AML/KYC duties
Tax reporting and cooperation
Chargeback liability
Indemnification and limitation of liability
Dispute resolution provisions
Data retention requirements
35.5 Entire Agreement
These Payment Terms constitute the full agreement governing Payment Services and supersede any prior representations, agreements, or understandings related to payment processing.