Service Policy

v1.0 · 2026-08-23

This Service Policy applies to everyone who uses Zonbook: guests, hosts, and the users a host grants access to. It forms part of the Host Agreement and of the Terms & Conditions.

1. Acceptable use

The platform may not be used to:

  • list accommodation over which the user holds no sufficient title, or which lacks the tourist licence required by applicable regional or municipal rules;
  • publish false or misleading information about the accommodation, its location, price, availability, or the identity of the person offering it;
  • circumvent the booking or payment system, or induce another user to transact off-platform in respect of a contact originating on it;
  • discriminate against a guest or host on grounds of racial or ethnic origin, nationality, sex, sexual orientation or gender identity, religion, disability, age or other protected characteristic;
  • harass, threaten, impersonate another person, or send unsolicited commercial messages through the messaging system;
  • post unlawful content, content infringing third-party rights, or other people's personal data without a lawful basis;
  • manipulate ranking, ratings or platform statistics, including fake bookings and reviews given or solicited for consideration;
  • access the platform by automated means outside the provided interfaces, scrape content in bulk, or attempt to defeat its security measures.

2. Content and reviews

  • Reviews may come only from guests who actually completed a stay booked through the platform, and must describe that experience.
  • Zonbook does not alter or delete legitimate negative reviews. It may remove reviews that breach this Policy, and will tell the author when it does.
  • A host may reply publicly to a review. A host may not condition the return of a deposit, a refund or any other benefit on a review's content or withdrawal.

3. Communication between users

Platform messaging exists to organise the stay. Zonbook may process its content by automated means to prevent fraud, booking diversion and abuse, and may review it manually where there is a report or reasonable indication. This processing is described in the Privacy Policy.

4. Illegal content: notice and action

Anyone may report allegedly illegal content by writing to [email protected] with the URL or listing identifier, the reason, and their contact details. Zonbook will acknowledge receipt, decide in a diligent, non-arbitrary and objective manner, and give a reasoned decision to both the reporter and the affected user, including the redress available.

5. Measures: restriction, suspension and termination

Zonbook may take the following measures, proportionate to the breach:

  • removal or unpublishing of a listing or a specific item of content;
  • limiting features or the visibility of listings;
  • temporary suspension of the host organisation;
  • termination of the contract and closure of the account.

With the following safeguards for hosts:

  • Statement of reasons. Before a restriction or suspension takes effect — or, where that is not possible, without undue delay afterwards — Zonbook will provide on a durable medium a statement of reasons setting out the specific facts and circumstances and the clause relied on.
  • Notice on termination. Termination of the service as a whole will be notified at least 30 days in advance, unless Zonbook is subject to a legal obligation preventing this, exercises a right under mandatory law, can demonstrate repeated breach of this Policy, or there is an imminent risk to user safety, fraud prevention or platform integrity.
  • Clarification. A host may seek clarification of the facts through the procedure in clause 6, and Zonbook will reverse the measure without delay if it concludes it was unjustified.
  • Bookings already confirmed will be honoured or cancelled with a full refund to the guest; a suspension does not release a host from its obligations to guests holding bookings.

6. Complaints (internal system)

Hosts have access to a free internal complaint-handling system under Article 11 of Regulation (EU) 2019/1150. A complaint may be submitted to [email protected] concerning: alleged non-compliance by Zonbook with its obligations, technological issues affecting the service, or measures or conduct by Zonbook relating to the provision of the service.

  • Acknowledgement within 5 working days.
  • A reasoned, individualised decision in plain language within a period reasonable to the complexity of the matter and, as a general rule, no longer than 30 calendar days.
  • Zonbook will periodically publish aggregate information on the operation and effectiveness of this system.

7. Mediation

If a complaint is not resolved, Zonbook undertakes to attempt mediation in good faith before going to court. For the purposes of Article 12 of Regulation (EU) 2019/1150, Zonbook identifies the following mediators: [TODO: two mediator names and contact details]. Zonbook will bear a reasonable proportion of the total cost of mediation. This commitment does not affect either party's right to bring judicial proceedings at any time.

Guests acting as consumers may in addition contact the competent consumer authorities.

8. Platform security

Zonbook welcomes responsible disclosure of vulnerabilities at [email protected]. No action will be taken against researchers acting in good faith who do not access third-party data, do not degrade the service, and allow a reasonable period for a fix before disclosing.

9. Service availability

Zonbook provides the service with the care required of it but does not guarantee uninterrupted operation. Planned maintenance windows will be announced in advance where reasonably possible.

10. Changes

Changes to this Policy will be notified to hosts with the notice period set out in clause 13 of the Host Agreement.