PAYMENT AND REFUND POLICY

Last updated: [insert date]

1. INTRODUCTION

This Payment and Refund Policy governs the rules for payments, booking cancellations, refunds, and financial disputes when using the Livvi platform (“Platform”).

The Platform is operated by:

MonkeyMedia d.o.o.
Cetinovec 17C
49250 Zlatar
Croatia
OIB: 67894399974
VAT ID: HR67894399974

Livvi is a technology platform that connects:

Hosts (accommodation providers)
Guests (users booking accommodation)

Livvi does not provide accommodation services and does not act as the merchant of record.

The Host is solely responsible for providing the accommodation service and for the financial relationship with the Guest.

2. PAYMENT METHODS

All bookings on the Platform are paid electronically via integrated payment processing systems.

The currently used payment processor is:

Stripe Payments Europe Ltd.

Stripe processes:

card payments
security checks
transaction authorization

Livvi does not store full credit card information.

Stripe’s own policies apply to payment processing.

3. BOOKING PROCESS

A booking is considered confirmed when:

The Guest completes the payment through the Platform
The transaction is successfully authorized
The booking is recorded in the system

After confirmation:

The Guest receives a booking confirmation
The Host receives a notification of the booking

4. HOST PAYOUTS

Payments to Hosts are processed through the Stripe system.

The payout schedule may depend on:

Stripe account settings
booking status
security checks

Livvi does not guarantee the exact timing of payouts, as this may depend on the payment processor.

5. LIVVI COMMISSION

For every confirmed booking, Livvi charges:

2% commission + VAT on the commission amount

Example:

Booking amount: €1000
Commission: €20
VAT (25%): €5
Total payable to Livvi: €25

The commission is calculated automatically through the Platform.

6. BOOKING CANCELLATIONS

Cancellation policies are defined by the Host when creating the listing.

Possible policies may include, but are not limited to:

flexible cancellation
partial refund
strict cancellation

The specific cancellation conditions are shown to the Guest before confirming the booking.

Livvi does not determine accommodation cancellation policies.

7. REFUNDS

Refunds may occur in the following situations:

The Guest cancels the booking according to the Host’s cancellation policy
The Host cancels the booking
A technical error occurs within the system
A justified dispute arises between the Guest and the Host

Refunds are issued through the same payment method used for the original transaction.

Refund processing may take:

5–10 business days

depending on the bank or card provider.

8. PARTIAL REFUNDS

If a partial refund is granted:

the refund amount is calculated according to the Host’s cancellation policy
Livvi’s commission may be adjusted proportionally

Stripe processing fees may remain non-refundable.

9. NO-SHOW

If a Guest fails to arrive at the booked accommodation (“no-show”):

the Host’s cancellation policy applies
refunds are usually not available

In such cases, the booking is considered fulfilled.

10. HOST CANCELLATIONS

If the Host cancels a confirmed booking:

the Guest is entitled to a full refund
the refund will be issued using the original payment method

Livvi may take additional actions against the Host, including:

issuing warnings
temporary suspension
removing listings

11. FORCE MAJEURE

In extraordinary circumstances such as:

natural disasters
war
pandemics
serious security threats

Livvi may allow exceptions to standard cancellation policies.

12. CHARGEBACKS AND DISPUTES

If a Guest initiates a chargeback through their bank:

the dispute will be handled according to card network rules
Stripe manages the dispute process

The Host is responsible for the accommodation service provided.

Livvi may temporarily hold funds while the dispute process is ongoing.

13. TECHNICAL ERRORS

In rare cases, technical errors may occur, including:

double bookings
calendar synchronization errors
third-party integration issues

Livvi cannot guarantee full accuracy of data received from external integrations.

In such situations, Livvi will attempt to facilitate a reasonable resolution between Guests and Hosts.

14. RIGHT OF WITHDRAWAL (EU CONSUMER LAW)

In accordance with Article 16 of Directive 2011/83/EU, the 14-day right of withdrawal does not apply to accommodation services with a specific date of performance.

Therefore, accommodation bookings made through the Platform are not subject to the standard 14-day withdrawal right.

15. TAXES

The Host is responsible for:

calculating taxes
issuing invoices to Guests
reporting income to relevant authorities

Livvi is not responsible for the Host’s tax obligations.

16. LIMITATION OF LIABILITY

Livvi is not responsible for:

the quality of accommodation
disputes between Guests and Hosts
inaccurate listing information
the behavior of Guests or Hosts

Livvi’s total liability is limited to the maximum extent permitted by law.

17. POLICY CHANGES

Livvi may modify this Policy at any time.

Changes take effect upon publication on the Platform.

18. CONTACT

For questions regarding payments and refunds:

billing@livvi.io
support@livvi.io