Guest Trip Protection Policy

Travel plans do not always go as expected. Swappie aims to support Members when disruptions occur, including last-minute Host cancellations or access issues that prevent a Guest from entering a booked home.

This Guest Trip Protection Policy explains what assistance Swappie may provide and what limitations apply.

Swappie is operated by Majerszki Nikolett E.V., Hungary (“Swappie,” “we,” “us,” or “our”).

Important startup notice: Swappie currently operates without insurance-backed trip protection or guaranteed reimbursement programs. While Swappie will make reasonable efforts to assist Members affected by disruptions, Swappie does not guarantee alternative accommodations or financial reimbursement.

1. Overview

This Policy applies when:

  • A Host cancels a confirmed reservation within 30 days of the scheduled check-in date, or
  • A Guest is reasonably unable to access the booked home at check-in due to circumstances outside the Guest’s control and not caused by the Guest.

In such cases, Swappie may, at its sole discretion:

  • assist the Guest in finding an alternative Swappie home,
  • facilitate communication between Members,
  • or provide refunds in accordance with the Cancellation Policy.

Swappie does not guarantee replacement accommodations or reimbursement for external accommodation costs.

2. Alternative Swappie Accommodation (Best-Effort Basis)

If a booking is disrupted, Swappie may attempt to help the Guest find another available Swappie home (“Alternative Swappie Accommodation”). Alternative accommodations may differ from the original booking in size, layout, location, amenities, or overall characteristics. Swappie does not guarantee that an alternative home will match the original property.

Swappie may attempt to identify an alternative property that:

  • is in the same city or nearby region where reasonably possible,
  • can accommodate the Guest’s group size where feasible,
  • and is available for similar travel dates.

The Guest retains full discretion to accept or decline any alternative offered.

3. If Alternative Swappie Accommodation Is Accepted

If the Guest accepts an alternative Swappie accommodation:

  • the new reservation will replace the original reservation,
  • Credits from the original booking may be transferred to the new booking,
  • additional Credits may be required if the alternative accommodation requires more Credits,
  • unused Credits may be refunded where applicable.

Acceptance of alternative accommodation constitutes resolution of the disruption.

4. If Alternative Swappie Accommodation Is Not Available or Declined

If no suitable alternative Swappie home is available, or the Guest chooses not to accept available alternatives, Swappie will provide refunds in accordance with the Swappie Cancellation Policy. This may include: refund of unused Credits, refund of applicable Service Fees, refund of Cleaning Fees where applicable.

Swappie does not guarantee reimbursement for: hotels, short-term rentals, transportation costs, or any third-party travel expenses. Guests are solely responsible for arranging alternative accommodations outside the Swappie platform.

5. Access Issues at Check-In

Access issues may include situations where the Host fails to provide access instructions, access credentials do not work, the property is inaccessible, or other reasonable barriers prevent entry.

Guests must: make reasonable attempts to contact the Host, use the correct access instructions, and contact Swappie through platform support. If access cannot be resolved, the situation will be handled under this Policy and the Cancellation Policy.

6. Member Responsibility and Limitations

Swappie operates as a technology platform connecting independent Members. Swappie does not: own, operate, or manage listed homes; guarantee Host performance; guarantee property access; or guarantee travel outcomes.

Swappie is not liable for travel expenses, lost bookings, transportation costs, hotel costs, or other indirect losses. To the maximum extent permitted by applicable law, Swappie’s liability is limited as described in the Terms of Service.

7. Eligibility Limitations

Guests may be ineligible for support under this Policy if:

  • the disruption was caused by the Guest’s own actions,
  • the Guest violated Swappie’s Terms of Service,
  • the Guest violated the Member Code of Conduct,
  • or the Guest provided inaccurate booking information.

8. Platform Enforcement and Member Accountability

If a Host cancels bookings repeatedly or behaves unreliably, Swappie may take action, including issuing warnings, suspending listings, or restricting/terminating account access. These actions are intended to protect platform integrity.

9. Acknowledgement of Platform Limitations (Startup Version)

Swappie is an early-stage platform and does not currently provide: insurance-backed trip protection, guaranteed hotel reimbursement, or guaranteed replacement accommodations. Members are encouraged to maintain their own travel insurance.

10. Relationship to Other Policies

This Policy works together with the Cancellation Policy, Terms of Service, Member Code of Conduct, and Damage Policy. If conflicts occur, the Terms of Service will govern.

11. Questions and Support

If you need assistance regarding a disrupted trip, please contact Swappie through the support tools available on: getswappie.com