Terms of Sale

1. Scope

These terms govern bookings made on the TweLyv Platform, published by to be completed. The rental or service contract is concluded directly between the Traveler and the Host; TweLyv provides the intermediation service and collects payment on the Host’s behalf. They supplement the Terms of Use.

2. Prices

Each Listing sets its own price (duration-based grid or hourly rate, optional extras). Prices are shown in euros, including all taxes where the Host or Provider is subject to them. The total shown to the Traveler before payment includes the booking price, extras and added services (local services and activities, delivery or travel fees), plus a 12.5% service fee on that subtotal, with a minimum of €1.50, collected by TweLyv for use of the Platform. This service fee is always retained by TweLyv, including in the event of cancellation.

Experiences. For an Experience, fees are calculated line by line: each venue or Express booked bears the 12.5% service fee (minimum €1.50 per venue) calculated on its price, including cleaning fees and discounts; each service, activity or option bears a 10% tax, unless a different rate is expressly stated for that service. “From” prices shown include all taxes.

Displayed price. Prices shown in search results and on Listing pages include the service fee and cleaning fees. They reflect the selected duration, number of people and any discounts; the final amount is confirmed before payment. For a space booking, the minimum duration is one hour; start times can be chosen every 30 minutes within the Listing’s availability, and a booking may continue past midnight for up to 12 hours.

Prices displayed in another currency are indicative only (daily rate); payment is always charged in euros and the exact amount appears on the payment page.

For Experiences and composed itineraries, each step is priced according to the rules of its original Listing; the total price is the sum of the steps, and the service fee applies to that total.

3. Booking and payment

Payment is made online by card through our payment provider Stripe. Card details are never stored by TweLyv. Depending on the Listing and the Traveler’s profile, the booking is:

• instant: the amount is charged at booking, which is then confirmed;
• subject to Host approval: a simple payment authorization (hold) is placed; the amount is only charged once the Host accepts. The Host has 24 hours to respond, or, when the booking starts in less than 24 hours, until the start of the booking (the Platform then shows the time remaining); after this period, or if the Host declines, the request expires and the authorization is released without any charge.

The booking is final upon receipt of the confirmation sent by the Platform.

4. Cancellation policies

Each Evasion or Express Listing chooses one of the following policies (Experiences: Strict or Firm):

• Strict — 50% of the price refunded up to 14 days before the booking date, 0% afterwards.
• Firm — 100% up to 14 days before, 50% up to 7 days before, 0% afterwards.
• Flexible — 100% up to 7 days before, 0% afterwards.

The refund percentage applies only to the booking price, never to the service fee (12.5%, minimum €1.50), which is retained by TweLyv.

Request awaiting approval. A Traveler who cancels a request that is still pending (authorization placed, not charged) is not charged anything, whatever the policy.

Cancellation by the Host. If the Host cancels a confirmed booking, the Traveler is refunded the full booking price, whatever the policy. The Host then owes TweLyv a penalty of 10% of the booking amount.

Recurring bookings. Each occurrence in a series is a separate booking, subject to the Listing’s cancellation policy; a series can be paused or stopped for upcoming occurrences. A recurring booking benefits from a 10% discount on the Host’s price and a service fee reduced to 8% (minimum €1.50 per occurrence).

5. Payouts to Hosts

The amount paid to the Host is the booking price minus a 2.5% service fee. The payout is made through Stripe Connect, 24 hours after the end of the booking, provided no report suspending the payout is open on it (section 9). The Host must have a payout account verified by Stripe to receive funds.

6. Services, activities and options added to a booking

The Traveler may add to a booking (Evasion, Express or Experience) services and activities offered by professional local Providers, as well as the Host’s options. These are paid at the same time as the booking, in the same total amount.

• Price and quantity. Each service is priced per person, as a flat fee or per unit. The Traveler chooses the quantity or number of people concerned, which may differ from the number of people on the booking; the price is recalculated before payment. An activity is limited to its maximum number of participants.
• Time slot. The Traveler chooses a pickup, delivery or activity start time compatible with the Provider’s opening hours, preparation time and notice period, as well as with the booking period. Without an available slot, the service cannot be added.
• Pickup or delivery. Depending on the Provider, the service is to be picked up on site, delivered, or at the Traveler’s choice. Delivery or travel fees, shown before payment, are due only once per order from that Provider. Delivery is only possible within the announced service area.
• Availability. A Provider may limit the number of ongoing orders; a fully booked service is no longer offered. A service that was added but not confirmed by the Provider, or is unavailable, is refunded up to its price.
• Cancellation. Added services follow the booking they are attached to: their cancellation and refund follow the applicable cancellation policy (section 4), except for a service already prepared or performed at the Traveler’s request, which the Provider may charge for under the stated conditions.
• Liability. The contract for the service is concluded between the Traveler and the local Provider, who is solely responsible for its quality, conformity and safety (food products, equipment, supervision). Any claim relating to a service must be made promptly through the booking’s messaging.

7. Express, Experiences and recurring bookings

• Express spaces are booked for a duration chosen among those offered; cleaning time may be left free before and after, and a notice period may apply.
• Experiences are priced per person, up to the maximum number of travelers per date; the program states what is included, not included, and options to arrange with the organizer.
• Recurring bookings are governed by section 4 for each occurrence; the 10% discount and 8% service fee of section 2 apply to them.

8. Use, lateness and damage

The booking grants a right of use for the booked time slot and number of people. Arriving late does not extend the slot or entitle the Traveler to a refund; unauthorized overrun of hours or capacity may be charged under the Listing’s conditions. A Traveler who does not show up without cancelling beforehand is treated as having cancelled late. Damage caused to the premises or equipment is the Traveler’s responsibility; the Host must report it through the Platform as soon as possible, with supporting evidence.

9. Reporting a problem

Both the Traveler and the Host can report a problem on a confirmed or completed booking, from the booking details, from the start of the booking and up to 48 hours after it ends. The report, with a category and a description, is reviewed by the TweLyv team. Both parties are notified by email when the report is opened and then of the decision.

• Traveler’s report made during the booking or within 24 hours of its start: the Host’s payout is suspended until TweLyv decides, and may release it or cancel it in whole or in part.
• Traveler’s report made later (up to 48 hours after the end): it is reviewed but does not suspend the payout.
• Host’s report: it is reviewed and does not suspend the payout, except for a challenge to the check-in/check-out record described in section 10, which suspends it until the decision.

Support case. Each report opens an “TweLyv Support” case in the messaging: the person who made the report can write to the other party, who can reply, and can exchange privately with TweLyv; a private message is visible only to its recipient and to TweLyv. Each party is notified of new messages.

Refund, compensation and additional payment. In the case, the Traveler can request a refund or offer to pay an additional amount; the Host can offer a refund or request compensation. TweLyv may decide on a partial refund to the Traveler, deducted from the Host’s payout. An additional amount is only paid after acceptance by the party receiving it or owing it: it is paid by card through Stripe, then paid out to the Host minus the 2.5% service fee of section 5.

After the 48-hour period, the booking is deemed compliant, without prejudice to each party’s legal rights. Abusive reports may lead to account suspension.

10. Photo and video check-in/check-out record

For space bookings (Evasion and Express), the Traveler is invited to upload photos and videos of the condition of the place on arrival and on departure, within a window from 10 minutes before to 10 minutes after each of these moments, directly from their phone’s camera. These files can be viewed, in the booking details, by the Traveler, the Host and TweLyv in the event of a report, and by no one else.

Retention. Files are kept for 7 days after the end of the booking, then permanently deleted, unless a report or challenge has been opened on the booking: they are then kept until the case is handled (and 7 days after it is closed) for evidence purposes.

Challenge. The Host may challenge the record (damage, cleanliness, missing item, insufficient evidence…) within the period in section 9, indicating the files concerned and a description. The challenge suspends the payout until TweLyv decides.

11. Reviews

The Traveler may leave a review of the Host and the Host a review of the Traveler within 12 days after the end of the booking. Email reminders are sent 5 days and then 2 days before the end of this period if no review has been left. After this period, a review can no longer be submitted.

12. Unavailability and force majeure

If a space or service becomes unavailable independently of the Traveler’s will (cancellation by the Host, damage, impossibility of access), the Traveler is refunded the corresponding price. Neither party is liable for a failure caused by force majeure within the meaning of Article 1218 of the French Civil Code; the consequences are handled case by case by the Platform, which endeavors to offer an amicable solution.

13. Invoicing and taxation

TweLyv provides a summary of each booking. Service fees are invoiced by TweLyv; Hosts remain responsible for their tax and social obligations (income declaration, VAT where applicable). In accordance with platform regulations (EU Directive DAC7), TweLyv may be required to report to the tax authorities the income received by Hosts through the Platform and to request the necessary information from them.

14. Right of withdrawal

In accordance with Article L221-28 of the French Consumer Code, the right of withdrawal does not apply to accommodation, leisure or services that must be provided on a specific date or at a specific frequency. Bookings are therefore subject exclusively to the cancellation policies of section 4.

15. Complaints and mediation

Any complaint may be sent to to be completed. Failing an amicable solution within a reasonable time, the consumer may refer the matter free of charge to the consumer mediator: Mediator : to be completed. The European online dispute resolution platform is also available to consumers.

16. Customer service and evidence

Customer service replies Monday to Friday at to be completed. Data recorded by TweLyv (confirmations, messages, timestamps) is authoritative, unless proven otherwise. Booking confirmations are sent by email and can be viewed in “My TweLyvs”.

17. Referral and credit

TweLyv runs a referral programme: every member has a personal link and code to share with friends. There is no promo code and the referred person receives no benefit.

• Referrer’s reward. The referrer receives €10 of credit once the referred person has accumulated 6 completed trips and/or completed bookings received on their listings (the two add up). The reward is paid only once per referred person; the referrer is informed by email and notification.
• Conditions. The code must be entered at sign-up (or the link used). An account can have only one referrer; referring your own account, multiple accounts or fictitious people is prohibited.
• Using the credit. Credit is deducted automatically when paying for an Escape, Express or Experience booking, only against service fees and extras, never against the base price, which remains refundable under the applicable cancellation policy. It does not apply to recurring bookings or personal experiences. Any unused balance is kept.
• Cancellation. Credit used for a cancelled, refused or expired booking is returned to the Traveler’s account; it is never refunded in cash.
• Nature of the credit. Credit has no cash value: it cannot be transferred, exchanged or refunded, bears no interest and can only be used on TweLyv.

Abuse. TweLyv may refuse a reward, remove credit and suspend an account in case of proven fraud (multiple accounts, self-referral, fictitious bookings). The credit history can be viewed in the dashboard. TweLyv may change or end the programme at any time, without affecting credit already earned.

18. Changes to these Terms

TweLyv may amend these Terms; bookings already confirmed remain subject to the version in force when they were made. The French-language version prevails.

19. Governing law

These terms are governed by French law. In the event of a dispute, and failing amicable resolution, the competent courts are those determined by the statutory rules of jurisdiction, and the consumer may bring the matter before the courts of their place of residence.

20. Contact

to be completed — to be completed — to be completed