Kuvvi Stay Protection

About these Terms

1.1 Truvi Technologies Ltd with registered company number 11871938 at 3rd Floor 1 Ashley Road, Altrincham, Cheshire, United Kingdom, WA14 2DT (trading as “Kuvvi”, “we”, “us” or “our”) provides Kuvvi Stay Protection to Guests in connection with an eligible short-term rental booking subject to these terms (as amended from time to time). We may exercise our discretion to make a Payment to you in accordance with clause 2.

1.2. Kuvvi Stay Protection is a digital adjudication and support service, under which Kuvvi may, at its discretion, contribute towards emergency Relocation Costs.

1.3 Please read these Terms carefully before purchasing Kuvvi. They explain what Kuvvi does and does not include, your responsibilities, how requests are assessed, and the limits that apply.

1.4 These Terms apply only to the specific Booking for which Kuvvi was purchased. Kuvvi only applies to the Property, Stay dates, and Guests shown in your Booking Confirmation or Kuvvi Receipt.

Important status notice

2.1 Any Payment made by Kuvvi in relation to these Terms is discretionary. If we do not remit any Payments, we shall notify you in writing. Nothing in these Terms creates a contractual entitlement to receive a Payment, and any decision whether to make a Payment remains solely with Kuvvi. The decision whether to make any Payment, and the amount of any Payment, is determined by us in our sole and absolute discretion, the exercise of which is unfettered. Any decision to make a Payment is made voluntarily and unilaterally by us, and any Payment is made on an ex-gratia basis. Our decision to make or not make a Payment is final and represents our final internal assessment but does not affect any legal rights you may have. Kuvvi is not an insurance product and is not regulated as insurance. Kuvvi is not authorised or regulated by the UK Financial Conduct Authority (or any equivalent regulator), and you will not have access to the Financial Ombudsman Service, the Financial Services Compensation Scheme, or any equivalent scheme, in connection with Kuvvi.

What Kuvvi is designed to do

3.1 Kuvvi is a digital emergency relocation and support service designed to help with certain reasonable emergency Relocation Costs if your Stay is materially disrupted by an eligible Stay Issue during your Booking, and you cannot reasonably access, use, or remain in the Property.

What may be included

4.1 Subject to these Terms and your Protection Limit, Kuvvi may help with reasonable Relocation Costs caused by the eligible issues set out in this clause 4.

4.2 Access Failure

4.2.1 Kuvvi may help if you arrive at the Property and cannot access it because of a lock, key, lockbox, access code, smart lock, or similar access issue that cannot be resolved within the period set out in clause 8.5.

4.3 Essential Utility failure

4.3.1 Kuvvi may help if an Essential Utility fails during the Stay and materially affects your ability to remain in the Property.

4.3.2 Where the issue concerns heating, air conditioning, or another amenity, Kuvvi may only help where the Property Listing or Booking Confirmation expressly states that amenity is present. If the Listing does not state that amenity is present, its absence is not included under these Terms, even if you expected it to be present.

4.3.3 Essential Utility failures may include:

(a) no running water;

(b) no electricity;

(d) no air conditioning where air conditioning is expressly included;

(e) serious plumbing failure; or

(f) serious drainage failure.

4.4 Property becomes unusable

4.4.1 Kuvvi may help if the Property becomes unsafe, uninhabitable, or unsuitable for you to continue staying there.

4.4.2 This may include:

(a) a burst pipe;

(b) a major leak;

(d) a serious safety issue such as a gas leak, exposed electrical wiring, structural instability, or another condition presenting an immediate risk to health or safety;

(e) fire, flood, or significant property damage; or

(f) another serious issue meaning you cannot reasonably remain in the Property.

4.4.3 For the avoidance of doubt, this clause does not apply where the Stay Issue was caused deliberately, recklessly, or negligently by you or your Travelling Party.

4.5 Unavailable Property

4.5.1 Kuvvi may help if the Property is an Unavailable Property.

4.5.2 This may include:

(a) the Property does not exist or is materially different from the Listing in a way that makes it unsuitable;

(b) the Booking was fraudulent and the Host or Property Manager has no record of it;

(d) the Host has no lawful right to offer the Property as accommodation to you and the Booking cannot legally be honoured.

4.6 Relocation Contribution

4.6.1 Where an eligible Stay Issue under clauses 4.2 to 4.5 requires you to relocate from the Property, Kuvvi may assist with reasonable Relocation Costs, subject to these Terms and the Protection Limit. When assessing whether Relocation Costs are reasonable, we will take into account the factors set out in clause 10.

4.6.2 Kuvvi does not reimburse the Original Booking Amount you paid for your Stay. If you receive a refund of the Original Booking Amount from your Host, Property Manager, booking platform, or any other party, that refund belongs to you and is separate from any Relocation Costs paid under Kuvvi.

Limitations

5.1 We will not make any Payment pursuant to these terms in respect of any:

(a) partial refunds because the Stay was disappointing;

(b) percentage discounts or “money off” claims;

(d) minor inconvenience;

(e) cosmetic issues;

(f) small maintenance issues that do not materially disrupt the Stay;

(g) brief interruptions to services that are fixed within a reasonable time;

(h) issues you knew about before purchasing Kuvvi;

(j) unreasonable, excessive, avoidable, or unsupported costs;

(k) loss of enjoyment, distress, inconvenience, upset, disappointment, or emotional harm;

(l) flights, baggage, medical costs, trip cancellation, curtailment, missed departure, or wider travel disruption;

(m) costs already refunded, reimbursed, compensated, or covered by another provider for the same Relocation Costs;

(n) illegal activity, parties, unauthorised guests, or breach of house rules;

(o) deliberate, reckless, fraudulent, dishonest, criminal, or grossly negligent acts by you or your Travelling Party;

(p) wear and tear;

(q) damage of any kind to the Property, whether caused by you, your Travelling Party, or anyone else, and any dispute about such damage;

(r) any claim made against you by a Host or Property Manager;

(s) business losses;

(t) loss of profit, loss of revenue, loss of opportunity, or loss of goodwill;

(u) any amount above your Protection Limit;

(v) any issue occurring before the scheduled check-in time or after the scheduled check-out time unless we expressly confirm otherwise in writing.

5.2 For the avoidance of doubt, Kuvvi does not provide protection to a Host or Property Manager and does not cover damage caused by a Guest to a Property in any circumstances. If you are seeking cover for damage you may cause, or a damage claim made against you, Kuvvi does not provide this.

Protection Limit, Member Contribution, and currency

6.1 Unless your Booking Confirmation or Kuvvi Receipt states otherwise, the maximum amount payable under Kuvvi is 120% of the Original Booking Amount, and the resulting monetary amount will be shown in your Booking Confirmation or Kuvvi Receipt.

6.2 A Member Contribution applies to each eligible request. The amount of the Member Contribution is shown in your Kuvvi Receipt and is expressed in the currency of your Booking. Where you incur Relocation Costs in a different currency, we will convert them into the currency of your Booking using a commercially reasonable exchange rate applying on the date we assess your request. We are not responsible for movements in exchange rates, or for any conversion charges, transfer fees, or other fees applied by your bank, card provider, or payment provider. We will deduct the Member Contribution from any Payment we elect to make to you.

6.3 If the eligible Relocation Costs are equal to or less than the Member Contribution, no Payment will be made.

6.4 Multiple unrelated eligible issues during the same Stay may each carry a separate Member Contribution.

6.5 Where another third-party pays you for the same Relocation Costs that Kuvvi has already paid or arranged, we may recover that amount from you or deduct it from any further payment.

Your responsibilities

7.1 You must:

(a) act honestly;

(b) take reasonable care of the Property;

(d) ensure that only authorised guests stay at or use the Property;

(e) contact the Host or Property Manager as soon as reasonably possible after an issue occurs, in writing, using the booking platform’s messaging system or other written channel available to you;

(f) give the Host or Property Manager a reasonable opportunity to resolve the issue in accordance with clause 8.5;

(g) notify Kuvvi as soon as reasonably practicable;

(h) keep evidence of the issue and any costs, including written messages with the Host or Property Manager via the booking platform’s messaging system or other written channel;

(i) avoid unnecessary, excessive, or avoidable costs;

(j) cooperate with our review process;

(k) provide receipts, photos, videos, messages, Booking confirmations, timestamps, or other evidence when requested;

(l) not exaggerate, misrepresent, or falsify any request; and

(m) not create, worsen, or continue an issue deliberately.

7.2 We may decline a request if you do not meet these responsibilities.

What to do if something goes wrong

8.1 Contact the Host or Property Manager in writing. You must tell them what has happened using the booking platform’s messaging system, or another written channel if platform messaging is not available and give them a reasonable opportunity to fix the issue. Evidence of this contact must be in writing between you and the Host or Property Manager.

8.2 You must notify us as soon as reasonably practicable after the issue occurs.

8.3 Where practical, you should wait for our approval before booking Alternative Accommodation or incurring significant costs for which you may later request a discretionary Payment.

8.4 If urgent action is reasonably necessary for safety, you should choose a reasonable option and keep full evidence.

8.5 Unless the circumstances make a different period reasonable, we treat the following as the reasonable window for the Host or Property Manager to resolve the issue before you need to take further action:

(a) Safety issues (gas leak, fire risk, structural danger, flooding, or similar): no waiting period. You may act immediately.

(b) Access Failure: 2 hours from first contacting the Host or Property Manager.

(c) Essential Utility failure: 4 hours from first contacting the Host or Property Manager, or until the end of that day if the issue arises overnight and is not a safety issue.

(d) Property becomes unusable: 4 hours from first contacting the Host or Property Manager, other than safety issues under (a).

(e) Unavailable Property: no waiting period. There is no reasonable prospect of the Host or Property Manager resolving an unavailable Listing, so you may treat this as unresolved immediately.

8.6 These windows are a guide to what is ordinarily reasonable. We may treat a shorter or longer period as reasonable depending on the circumstances, including the time of day, the severity of the issue, and whether the Host or Property Manager has responded.

Adjudication Process

9.1 Where a Stay Issue is reported, Kuvvi will carry out an Adjudication Process.

9.2 We aim to acknowledge new requests within 1 Business Day. We will assess and decide each request as quickly as we reasonably can, and no later than 5 Business Days after receiving all information reasonably required to assess your request. Where we decide to make a discretionary Payment, it will be made within 5 to 7 Business Days of that decision.

9.3 During the Adjudication Process we may review:

(a) evidence provided by you;

(b) communications with the Host or Property Manager;

(d) evidence relating to Alternative Accommodation; and

(e) any other information reasonably required to understand the circumstances.

9.4 If you do not provide information reasonably requested by us, we may be unable to assess your request and may decline it.

9.5 Following completion of the Adjudication Process, we may determine:

(a) whether the reported issue falls within these Terms;

(b) whether Relocation Contribution is appropriate;

(d) whether a discretionary Payment should be made.

9.6 If you disagree with our decision, you can raise a complaint under clause 20. A complaint does not automatically change the outcome, but it means a different member of our team will review your case afresh, including any new evidence you provide.

9.7 Declining a request, in full or in part, does not affect any other rights you may have against your Host, Property Manager, booking platform, or under travel insurance, or consumer law.

Alternative Accommodation

10.1 Where a Guest incurs Relocation Costs relating to Alternative Accommodation, we will consider the following factors when assessing whether claimed Relocation Costs are reasonable:

(a) the original Booking;

(b) the location of the Property;

(d) number of Guests;

(e) urgency;

(f) length of remaining Stay;

(h) cost; and

(i) any reasonable alternative offered by the Host, Property Manager, or booking platform.

10.2 When assessing Relocation Costs, we do not require Alternative Accommodation to be identical to the original Property.

10.3 We will not pay for Alternative Accommodation that is unreasonable, excessive, unnecessarily upgraded, or materially more expensive than required in the circumstances.

Payments

11.1 If we decide to make a discretionary Payment, we may:

(a) reimburse you; or

(b) pay a provider directly.

11.2 We will only make discretionary Payments for reasonable, necessary, and evidenced Relocation Costs, less the Member Contribution, and subject to the currency provisions in clause 6.

Relationship with Hosts, Property Managers and booking platforms

12.1 Kuvvi is not responsible for the acts, omissions, failures, representations, or services of the Host, Property Manager, owner, booking platform, or any third-party provider.

12.2 Kuvvi does not assess, defend, or become involved in any dispute between you and a Host or Property Manager about damage to the Property.

Cancellation

13.1 Where you purchase Kuvvi as a consumer and have a statutory right to cancel, you may cancel within the applicable cancellation period provided by law.

13.2 By purchasing Kuvvi, you expressly request that we make the Kuvvi services available from the commencement of your Stay. If the Kuvvi services have been fully performed before you exercise a cancellation right, your cancellation right may be lost where permitted by applicable law. You acknowledge that your right to cancel may be affected once the service has been fully performed.

13.3 Nothing in this clause 13 affects any mandatory cancellation or cooling-off rights available to you under applicable consumer law.

Changes to the Booking

14.1 Kuvvi applies only to the Booking identified in the Booking Confirmation.

14.2 If your Booking is changed materially after purchase, including changes to the Property, lead Guest, Stay dates or occupancy, Kuvvi may no longer apply.

14.3 Where a material change occurs, we may require a new Kuvvi purchase or decline a request relating to the amended Booking.

15. Transferability

15.1 Kuvvi is personal to the Guest and Booking for which it was purchased and cannot be transferred to another person, Property or Booking.

Fraud and misuse

16.1 We may decline a request, cancel this contract, refuse to consider making a discretionary Payment, or recover Payments already made if we reasonably believe that:

(a) information provided is false, exaggerated, misleading, dishonest, or incomplete;

(b) the request is abusive or fraudulent;

(d) the issue was caused deliberately or recklessly;

(e) you or your Travelling Party breached the Booking terms, house rules, or applicable law; or

(f) you have otherwise misused Kuvvi.

16.2 We may report suspected fraud or criminal activity to relevant authorities, platforms, payment providers, or other appropriate third parties where lawful and appropriate.

Our liability

17.1 Nothing in these Terms limits or excludes our liability where it would be unlawful to do so, including liability for:

(a) death or personal injury caused by negligence;

(b) fraud or fraudulent misrepresentation;

(d) any other liability that cannot lawfully be limited or excluded.

17.2 Subject to clause 17.1, we are responsible for losses that are a foreseeable consequence of our breach of these Terms or failure to exercise reasonable care and skill in providing Kuvvi, but we are not responsible for losses that are not foreseeable.

17.3 We are not responsible for delays caused by events outside our reasonable control. If such delay is likely to be substantial we will notify you as soon as reasonably practicable.

Data and privacy

18.1 We will process personal data in accordance with our Privacy Notice, which is available at [insert link].

Notices

19.1 Any notice given under these Terms must be in writing. Any notice given to you by email using the email address associated with your Booking or Kuvvi purchase shall be deemed received at the time it is sent unless the sender receives an error message indicating delivery failed.

19.2 You are responsible for ensuring that your contact details are accurate and up to date.

19.3 You may send notices to us using the contact details published on our website from time to time

Complaints and Review

20.1 If you disagree with a decision made pursuant to our Adjudication Process, you may contact us within 30 days of receiving that decision to request a review.

20.2 A review will be conducted by a member of our team who was not involved in the original Adjudication Process where reasonably practicable.

20.3 As part of the review, we may consider:

(a) evidence originally provided;

(b) any new relevant evidence; and

20.4 Our review process is intended to provide an independent reassessment of the circumstances and evidence available. Completion of our review process constitutes our final internal assessment and determination of any payment request. We will aim to acknowledge complaints made pursuant to this clause 20 within 5 Business Days and respond within 20 Business Days.

Changes to these Terms

21.1 The Terms that apply to your Kuvvi purchase are the Terms in force when your purchase is completed.

21.2 We may update these Terms from time to time.

21.3 Updated Terms will not apply retrospectively to a Kuvvi purchase you have already made unless:

(a) the change is required by law or regulation;

(b) the change is administrative and does not disadvantage you; or

Severance

22.1 If any provision of these Terms is found by a court or competent authority to be invalid, unlawful, or unenforceable, that provision shall be deemed modified to the minimum extent necessary to make it valid and enforceable. If such modification is not possible, that provision shall be deemed deleted. Any modification or deletion shall not affect the validity and enforceability of the remainder of these Terms.

No waiver

23.1 If we do not enforce any part of these Terms immediately, that does not mean we cannot enforce it later.

24. Third-party rights

24.1 Except where these Terms expressly say otherwise, no person other than you and us has any right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.

25. Governing law and jurisdiction

25.1 These Terms are governed by the laws of England and Wales.

25.2 If you live in England or Wales, you can bring legal proceedings in the courts of England and Wales.

25.3 If you live outside England and Wales, you may also have mandatory rights under the laws of your country of residence.

Definitions

In these Terms:

Access Failure means you cannot access the Property at the start of the Stay because of a lock, key, lockbox, access code, smart lock, or similar access issue that cannot be resolved within the period set out in clause 8.5.

Alternative Accommodation means replacement accommodation that is reasonably suitable in the circumstances and required because an eligible Stay Issue prevents you from reasonably accessing, using, or remaining in the Property.

Adjudication Process means Kuvvi’s process for reviewing evidence, evaluating the circumstances of a Stay Issue, and determining whether a discretionary Payment may be appropriate.

Booking Confirmation means the confirmation email, booking summary, or other written confirmation showing the details of your Booking.

Booking means the confirmed short-term rental reservation for which Kuvvi was purchased and which is identified in the Booking Confirmation.

Business Day means a day other than a Saturday, Sunday, or public holiday in England when banks in London are open for business.

Essential Utility means a utility or service that is reasonably necessary for use of the Property during the Stay, including running water, electricity, heating where reasonably required, air conditioning where reasonably required, and essential plumbing or drainage. Where heating, air conditioning, or any other amenity is not expressly stated as present in the Property listing or Booking Confirmation, its absence is not an Essential Utility failure. An Essential Utility failure only arises where an amenity expressly listed as present is absent or not functioning during the Stay.

Guest means the person who purchases Kuvvi and/or the lead guest named on the Booking who is entitled to receive the Kuvvi service.

Host means the person or business responsible for making the Property available for the Booking.

Kuvvi Receipt means the receipt, confirmation email, booking summary, or other written confirmation showing the details of your Kuvvi purchase, including your Protection Limit and Member Contribution.

Member Contribution means the fixed amount that you contribute to each eligible request, as set out in clause 6 and shown in your Kuvvi Receipt, expressed in the currency of your Booking.

Original Booking Amount means the amount used to calculate your Protection Limit, as shown in your Booking Confirmation or Kuvvi Receipt. Unless your Booking Confirmation or Kuvvi Receipt states otherwise, this excludes the Kuvvi fee, refundable security deposits, taxes, platform fees, cleaning fees, service fees, optional extras, and other charges.

Payment means any discretionary payment made by Kuvvi under these Terms.

Product Summary means any plain-English summary or information document we provide to explain Kuvvi.

Property Manager means the person or business managing the Property or Booking on behalf of the Host or owner.

Property means the short-term rental property residential accommodation identified shown in your Booking Confirmation and intended for use during your Stay.

Protection Limit means the maximum amount that Kuvvi may take into account when considering a discretionary Payment in relation to your Booking. for your Booking, calculated and shown at checkout, in your Booking Confirmation, or in your Kuvvi Receipt.

Relocation Costs means reasonable, necessary, and evidenced costs associated with relocating you into suitable Alternative Accommodation following an eligible Stay Issue, including replacement accommodation costs, transport costs to that accommodation, and other directly related practical relocation expenses approved during the Adjudication Process.

Stay Issue means an eligible issue occurring during the Stay, set out in clause 4, that materially affects your ability to access, use, or remain in the Property. Materially affects means prevents or substantially impairs your ability to access, use or remain at the Property.

Stay means the period from the scheduled check-in time to the scheduled check-out time shown in your Booking Confirmation or Kuvvi Receipt.

Travelling Party means the people authorised to stay at the Property as part of your Booking.

Unavailable Property means the Property does not exist, is not genuinely available for your Stay, or you otherwise have no lawful right to stay there for reasons that are not your fault.

Interpretation

27.1 Clause headings are for convenience only and do not affect interpretation.

27.2 References to the singular include the plural and vice versa.

27.3 References to a person include an individual, company, partnership, body corporate, or other legal entity.

27.4 References to legislation include that legislation as amended, re-enacted, or replaced from time to time.

27.5 The words including, include and in particular are illustrative only and do not limit the general meaning of the words preceding them.