General Terms and Conditions

ESTÁS AQUÍ Viviendo como en casa

STAYY Operaciones GmbH

General Terms and Conditions (T&Cs)

As of: May 2026

1. Subject Matter

These General Terms and Conditions (hereinafter “T&Cs”) govern the legal relationship between STAYY Operations GmbH and its guests (hereinafter “Guest” or “Guests”). The T&Cs apply to all offers and services provided by STAYY Operations GmbH, in particular to the temporary provision of furnished apartments.

2. Conclusion of Contract and Acceptance of T&Cs

By submitting an electronic booking request, or at the latest upon receipt of the written booking confirmation, the Guest declares full and unconditional agreement with the T&Cs of STAYY Operations GmbH. The T&Cs are available at any time at www.stayy.ch. In addition, all documents sent by STAYY Operations GmbH – in particular booking confirmations – contain a direct link to the current version of the T&Cs.

3. Booking Duration and Number of Guests

No more persons may be accommodated in the booked apartment than is specified in the booking confirmation by STAYY Operations GmbH. STAYY Operations GmbH may at any time charge additional costs for extra guests in accordance with the applicable rates and/or demand the immediate removal of such persons.

4. Booking Modifications

A booking modification – in particular regarding the arrival or departure date, length of stay, apartment type, or additional services – is only valid with the consent of STAYY Operations GmbH and only upon issuance of a new booking confirmation by STAYY Operations GmbH.

5. Services Included in the Price

The rental price includes the following services:

Fully furnished apartment including bed linen, towels, and kitchen equipment
Free Wi-Fi (internet)
All utility costs (including electricity, heating, hot and cold water; SERAFE excluded)
Final cleaning (unless stated or agreed otherwise)
VAT (unless stated or agreed otherwise)

Further individual services are available at an additional charge and upon request.

6. Contract Start, Duration, and Cancellation

6.1 Contract Start

A booking is bindingly confirmed upon issuance of the booking confirmation by STAYY Operations GmbH. For bookings of 31 nights or more, the Guest is required to complete, sign, and return the reservation form sent to them.

6.2 Duration

The apartment is available for the booked period. The period stated under “Booking Duration” in the booking confirmation is authoritative. The Guest has no entitlement to use the apartment beyond this period.

6.3 Extension

The Guest cannot independently extend an existing booking. However, the Guest may submit a new booking request – subject to the availability of the apartment and written confirmation by STAYY Operations GmbH.

6.4 Cancellation

Bookings of 1 to 30 nights

Free cancellations are possible subject to a five-day (5-day) cancellation period. Cancellations are accepted by STAYY Operations GmbH daily until 12:00 noon. A cancellation is only valid upon written confirmation by STAYY Operations GmbH.

Bookings of 31 nights or more

Free cancellations are possible subject to a thirty-day (30-day) cancellation period. Cancellations are accepted by STAYY Operations GmbH daily until 12:00 noon. A cancellation is only valid upon written confirmation by STAYY Operations GmbH. Apart from this, no free cancellations are possible.

Note: For bookings made via third-party platforms (e.g., Airbnb, Booking.com), the cancellation policy of the respective platform applies.

7. Check-in and Check-out

7.1 Check-in and Check-out Times

The apartment is available from 3:00 PM (check-in). It must be vacated by 10:00 AM at the latest (check-out). Unless otherwise agreed with STAYY, failure to comply with the check-out time will result in an additional day rate being charged.

7.2 Self Check-in

Access to the apartment is generally provided via a digital locking system (smart lock). The Guest will receive access information in good time before check-in by email or via the online check-in portal. The Guest is obliged to keep their contact details up to date and to treat the access information confidentially.

7.3 Return and Final Cleaning

The Guest must leave the apartment in a tidy condition. Should the condition of the apartment require an above-average cleaning time, the additional time required will be charged to the Guest and debited to the credit card on file.

8. Invoices and Payment

8.1 Payment Obligation and Default

The Guest is obliged to pay the prices for accommodation and additional services listed in the booking confirmation or invoices by the due date. If amounts owed are not paid on time, STAYY Operations GmbH is entitled to withdraw from the contract, cancel the booking, and deny the Guest access to the apartment. In this case, all claims of the Guest shall lapse.

If the Guest fails to pay an outstanding invoice amount during a stay, the Guest shall be in default from the due date. STAYY Operations GmbH will request the Guest to transfer the outstanding amount within 5 days. If this deadline is not met, STAYY Operations GmbH is entitled to cancel the booking with immediate effect and demand that the Guest vacates the apartment within one day.

8.2 Credit Card Security

STAYY Operations GmbH requires the Guest to provide valid credit card details as security. STAYY Operations GmbH is entitled to charge accommodation costs, costs for additional services, damages to inventory or furnishings, and other costs (e.g., due to lost keys or access codes) to the Guest’s credit card. By providing credit card details, the Guest agrees that their credit card may be charged for the corresponding costs.

8.3 Payment Deadlines

Bookings of 1 to 30 nights

The total accommodation costs are due 5 days after receipt of the booking confirmation, or in the case of short-notice bookings, at the latest upon check-in.

Bookings of 31 nights or more

The accommodation costs for the first month are due 5 days before check-in. Costs for subsequent months are each due 5 days before the start of the respective next month. Booked additional services are invoiced separately based on actual use.

8.4 Payment Terms

Payments are made in Swiss Francs (CHF) without bank or credit card charges.

8.5 Payment Methods

For direct bookings, all amounts owed may be paid by bank transfer (CHF) or by credit or debit card.

8.6 Reminder Fees and Default Interest

In the event of late payment by the Guest, STAYY Operations GmbH is entitled to charge reminder fees and default interest of 5% on all outstanding amounts.

8.7 Additional Services and VAT

Booked additional services are invoiced separately and, for stays of 31 nights or more, at least monthly. VAT is payable on all services as required by law.

9. Registration with Local Authorities

For bookings of 12 weeks or more, the Guest is required to register with the relevant local authorities (residents’ registration office) within 14 days of moving in, and to deregister upon moving out. STAYY is not responsible for compliance with this obligation.

10. Guest Liability

In the event of loss of keys or access codes, or damage to, loss of, or destruction of inventory, furnishings, the apartment, or the building caused by the Guest or third parties, the Guest shall be fully liable for all resulting damages. The Guest is also liable for damage caused by negligence, smoking, or misuse. Theft, wilful property damage, and other offences in connection with the accommodation will be reported to the authorities without delay; in such cases, STAYY Operations GmbH is entitled to cancel the booking with immediate effect.

11. Use and Conduct

11.1 General

The Guest undertakes to treat the apartment, communal areas, and all inventory, furnishings, and appliances with the utmost care. Instructions for appliances (e.g., washing machine) must be followed. The apartment is to be used exclusively for its intended purpose (as private residential accommodation).

11.2 Pets

Pets are not permitted as a general rule. Assistance dogs are allowed but must be reported in writing prior to booking. Exceptions for certain apartments (e.g., pet-friendly units) are specified in the respective listing description. In these cases, pets may be brought along following written agreement with STAYY.

11.3 Structural Alterations

No structural alterations may be made to the apartment or to any communal areas.

11.4 Subletting and Commercial Use

The Guest is expressly prohibited from subletting the apartment to third parties or making it available to third parties. The apartments of STAYY Operations GmbH are intended exclusively as private residential accommodation. Any commercial use – regardless of its nature or extent – is prohibited without the prior written consent of STAYY Operations GmbH. Commercial use includes in particular: operating a business, receiving clients or business partners, using the space as a photo studio, storage facility, or for production purposes, and any form of provision of services to third parties.

Explicit Prohibition of Erotic and Sexual Services

The provision or receipt of erotic or sexual services of any kind in the apartment or on the premises is absolutely and without exception prohibited. If STAYY Operations GmbH becomes aware of a corresponding suspicion or activity – whether through its own observation, information from third parties, conspicuous guest traffic, or other indications – STAYY Operations GmbH is entitled and obliged to cancel the booking with immediate effect and without refund of any payments already made. The cancellation applies simultaneously across all platforms (Airbnb, Booking.com, the company’s own website, and all other distribution channels). The Guest must vacate the apartment immediately; in the event of refusal, the police will be called. Any damages and all resulting costs (including cleaning, lost revenue, and reputational damage) will be charged to the Guest in full. Criminal consequences are expressly reserved.

In the event of any breach of the obligations set out in this clause, STAYY Operations GmbH has the right to cancel the booking immediately and, if the Guest refuses to vacate promptly, to have them removed by the competent authorities.

12. Internet Use

STAYY Operations GmbH accepts no liability for damages arising from internet use (spam, viruses, internet connection outages or disruptions, etc.). The Guest has no entitlement to a refund in the event of internet disruptions. Disruptions must be reported to STAYY Operations GmbH during business hours. The Guest is responsible for protecting their own devices against malware. STAYY Operations GmbH reserves the right to exclude a Guest from the network at any time.

13. House Rules

13.1 Common Areas

When using communal utility rooms, stairwells, and all corridors, the Guest must be considerate of other residents and keep these areas clean. Storing personal belongings in these areas is prohibited, as they may obstruct escape routes in an emergency.

13.2 Waste Disposal

Waste must be disposed of in a sealed refuse bag in the containers provided by STAYY or the building. Municipal waste disposal regulations must be observed.

13.3 Quiet Hours

Quiet hours apply in all areas between 10:00 PM and 7:00 AM. During this time, noise must be kept to a minimum.

13.4 No Smoking

Smoking – including e-cigarettes and vaping – is prohibited in the apartment and in all other areas of the building. A cleaning flat fee will be charged in the event of a violation.

13.5 Fire / Emergency Exits

In the event of fire, the designated emergency exits in the stairwell must be used. Smoke detectors and safety devices must not be tampered with or deactivated.

13.6 Grilling

Grilling on balconies and terraces is prohibited.

13.7 Parking

Parking spaces are available in limited numbers and at an additional charge. Details can be found in the respective booking confirmation or listing description.

14. Right of Access

All staff of STAYY Operations GmbH are authorised to enter the apartment for cleaning, maintenance, and inspection purposes. STAYY Operations GmbH will inform the Guest in advance wherever possible. In urgent cases (e.g., burst water pipe, emergency), the apartment may be entered at any time without prior notice. The Guest is not permitted to refuse access to STAYY Operations GmbH staff.

15. Emergencies

In the event of a medical emergency or threat, please contact the police directly (117), the local emergency doctor, the ambulance service (144), or the international emergency number (112).

For building maintenance emergencies, STAYY Operations GmbH can be reached at +41 44 545 08 50. Repairs are generally carried out Monday to Friday, 8:00 AM to 5:00 PM, depending on urgency. Guests are responsible for arranging special call-outs that they themselves have caused (e.g., lost access codes). If STAYY Operations GmbH provides a service in such a case, a handling fee will be charged to the Guest.

16. Liability Disclaimer and Insurance

16.1 Liability Disclaimer

STAYY accepts no liability for the following damages:

Any damages caused by the Guest themselves
Personal injury arising from the use of the apartment or its inventory
Damages due to disruptions caused by force majeure, strikes, etc.
Damages due to internet connection disruptions or outages
Damage to and/or loss of the Guest’s personal belongings (luggage, clothing, valuables, vehicles, etc.)

16.2 Insurance

The Guest and their personal belongings are not insured by STAYY. Private liability insurance is the responsibility of the Guest and is strongly recommended.

17. Data Protection

STAYY Operations GmbH is entitled to collect, process, and use personal data to the extent necessary for smooth operations or required by law. Data is stored and transmitted to third parties only to the extent required. Further information on data protection can be found in the privacy policy at www.stayy.ch. The Guest agrees to the processing of data in accordance with this privacy policy.

18. Severability Clause

Should any individual provisions of these T&Cs be invalid, the remaining provisions shall remain unaffected. The parties will then endeavour to agree on a permissible provision that comes as close as possible to the intended regulation.

19. Amendments and Additions to the T&Cs

Amendments or additions to the T&Cs may be made at any time by STAYY Operations GmbH without prior notice. The current version is available at www.stayy.ch and applies to all bookings made from the date of the amendment.

20. Communication and Written Form

All communication from STAYY Operations GmbH (including booking confirmations, invoices, cancellation confirmations, etc.) is generally conducted by email. Emails satisfy the written form requirement. Any amendment or addition to a booking confirmation must be made in writing.

21. Governing Law and Jurisdiction

This contract is governed exclusively by Swiss law. The place of jurisdiction for any disputes arising is Dietikon, Canton of Zurich.

STAYY Operaciones GmbH