Last updated: February 11, 2026
1. Acceptance of Terms
By accessing or using BetterSTR's platform, you agree to be bound by these Terms of Service. If you do not agree to these terms, please do not use our services.
2. Service Description
BetterSTR provides tools and services for short-term rental property owners and managers, including property management integrations, guidebook creation, and other related services.
3. Pricing and Fees
BetterSTR offers both free and premium services. Core guidebook features remain free of charge. Premium features (custom fonts, Google Maps, AI Chat) are available through subscription with usage-based pricing. Should we implement fees for currently free services, we will provide at least six (6) months advance notice to all users. Pricing changes for premium services will be communicated with at least six (6) months advance notice to active paying subscribers. Free trial periods and promotional offers may be modified at any time. All pricing changes will be communicated via email and posted prominently on our website.
4. User Accounts
To access certain features of the platform, you may be required to register for an account. You are responsible for maintaining the confidentiality of your account information and for all activities that occur under your account. You agree to:
- Provide accurate and complete information when creating your account
- Update your information as necessary to keep it accurate and current
- Notify us immediately of any unauthorized use of your account or any other breach of security
5. User Content
You retain ownership of any content you submit to our platform. By submitting content, you grant us a non-exclusive, worldwide, royalty-free license to use, reproduce, and display your content in connection with providing our services.
6. Prohibited Conduct
You agree not to:
- Use our services for any illegal purpose
- Violate any laws or regulations
- Interfere with or disrupt our services or servers
- Attempt to gain unauthorized access to any part of our services
- Use our services to transmit harmful code or malware
- Impersonate another person or entity
7. Third-Party Services
Our platform integrates with third-party services such as Hospitable.com, Google, and Meta. Your use of these third-party services is subject to their respective terms of service and privacy policies.
8. Stripe Services and Payment Processing Added February 11, 2026
BetterSTR provides payment processing services through Stripe Connect, enabling users to accept payments for additional services and products. By using our payment services, you agree to the following terms:
Processing Fees
We charge a processing fee of 7% + Stripe charges their standard fees:
- Payment processing costs (approximately 3% goes to Stripe)
- Platform maintenance and support
- Secure payment infrastructure
- Transaction monitoring and fraud prevention
Prohibited Transactions
You may not use our payment services for the following:
- Restricted Goods: No resale of age-restricted products (including alcohol) to minors or without proper licensing
- Unlicensed Events: No transactions for events or activities requiring special permits or licenses that you do not possess
- Adult Services: No transactions related to adult entertainment or services
- Illegal Activities: No transactions for any goods or services that are illegal in your jurisdiction
- Regulated Products: No sale of pharmaceuticals, controlled substances, weapons, or other regulated items
Additionally, all transactions must comply with Stripe's Prohibited and Restricted Businesses policy.
Seller Responsibilities
As a seller using our payment services, you agree to:
- Comply with all applicable laws and regulations in your jurisdiction
- Provide accurate descriptions of your products and services
- Honor all sales and deliver products/services as promised
- Handle refunds and disputes in good faith
- Maintain appropriate licenses for any regulated activities
Payment Terms
Payments are processed through Stripe and subject to their standard settlement times. BetterSTR is not responsible for delays in payment processing beyond our control. All transactions are final unless both parties agree to a refund.
Chargebacks and Disputes
Sellers are fully responsible for all chargebacks and payment disputes related to their transactions. Important terms regarding chargebacks:
- Direct Resolution: Stripe will handle chargeback disputes directly with sellers. BetterSTR is not a party to these disputes.
- Seller Liability: You are responsible for all costs associated with chargebacks, including the chargeback amount and any fees imposed by Stripe.
- Platform Rights: If BetterSTR is involved in or charged for any chargeback related to your transactions, we reserve the right to debit the full amount of the chargeback plus any associated fees from your account or future payouts.
- Prevention: You agree to maintain clear communication with customers, provide accurate product/service descriptions, and promptly address customer concerns to minimize chargeback risks.
- Documentation: You must maintain appropriate records and documentation to defend against invalid chargebacks.
9. Premium Guidebook Subscription Added January 19, 2025
BetterSTR offers premium guidebook features through a usage-based subscription model. By subscribing to Premium Guidebook, you agree to the following terms:
Free Core Features
Your digital guidebook platform remains 100% free forever, including:
- Unlimited guidebooks and properties
- Unlimited guests and page views
- All property management integrations
- Basic customization and branding
- Mobile-friendly responsive design
- Real-time content updates
Premium Features
Premium features that incur operational costs are available through subscription:
- Custom Fonts & Advanced Styling: Personalize your guidebook appearance with custom font selections and enhanced styling options
- Google Maps Integration: Interactive maps showing your property location and nearby points of interest
- AI Chat Assistant: 24/7 automated guest support powered by artificial intelligence
Usage-Based Pricing
Premium Guidebook uses fair, usage-based pricing:
- Cost: $0.50 per reservation you had during the previous week
- Billing Frequency: Weekly billing on Mondays for the prior week's reservations
- No Bookings = No Charge: If you have zero reservations in a week, you pay $0 for that week
- Seasonal Properties: Perfect for summer-only or winter-only properties - you only pay during active booking periods
- Free Trial: Premium guidebook features are currently provided free for 3 months; BetterSTR reserves the right to modify, reduce, or eliminate the free trial period at any time without prior notice
Payment and Billing
By subscribing to Premium Guidebook, you agree to:
- Maintain a minimum balance of $5 in your account OR have a valid payment method on file
- Automatic weekly billing based on your previous week's reservation count
- Allow BetterSTR to deduct subscription fees from your account balance
- Automatic top-up from your payment method if your balance is insufficient (if card on file)
Subscription Management
- Activation: Premium features activate immediately upon subscription
- Cancellation: You may cancel your premium subscription at any time with no penalty
- Upon Cancellation: Premium features will be disabled for public viewers; property owners can still access all features for editing purposes
- Reactivation: You may resubscribe at any time to restore premium features
- Negative Balance: If your account balance becomes negative due to insufficient funds, premium features will be automatically suspended until payment is received
Fair Use Policy
Premium features are intended for legitimate guest experience enhancement. BetterSTR reserves the right to:
- Monitor usage patterns for abuse or system manipulation
- Suspend accounts that attempt to circumvent billing through reservation manipulation
- Adjust pricing with 6 months advance notice to all active paying subscribers
- Modify or discontinue free trial periods, promotional offers, and service features at any time without prior notice
10. SMS/Mobile TXT Messaging Added November 24, 2025
BetterSTR offers SMS/Mobile TXT messaging services to help property owners communicate with their guests. By using our SMS messaging features, you agree to the following terms:
Message and Data Rates
Message and data rates may apply. Standard messaging rates from your wireless carrier may apply to messages sent and received through our service. BetterSTR is not responsible for any charges incurred from your mobile carrier. Please contact your wireless carrier for details about your messaging plan and any applicable charges.
Message Frequency
Message frequency varies based on your property settings and guest interactions:
- Automated Messages: Guests may receive up to 3 automated messages per reservation (pre-arrival, check-in day, and post-checkout)
- Property Owner Messages: Property owners may send additional messages as needed for guest communication
- Transactional Messages: Additional messages may be sent for booking confirmations, payment receipts, and important updates
- Typical Frequency: Most guests receive 1-5 messages per stay
Consent and Opt-In
By providing a mobile phone number during the booking process or through property management integrations, guests consent to receive SMS messages related to their reservation. Property owners are responsible for ensuring proper consent is obtained before sending marketing or promotional messages.
Opt-Out Information
Recipients may opt out of SMS messages at any time:
- Reply STOP: Text STOP to any message to unsubscribe from future SMS communications
- Reply HELP: Text HELP for assistance or more information
- Contact Support: Email support@betterstr.com to request removal from SMS communications
Once you opt out, you will receive a confirmation message and no further SMS messages will be sent unless you re-subscribe. Note that opting out may affect your ability to receive important reservation-related information.
Support Contact
For questions, concerns, or assistance with SMS messaging:
- Email: support@betterstr.com
- Website: betterstr.com/help
- Text HELP: Reply HELP to any SMS message for immediate assistance
Message Content
SMS messages from BetterSTR may include:
- Check-in instructions and property access information
- Links to your digital guidebook
- Important property updates and alerts
- Reservation confirmations and reminders
- Post-stay follow-ups and review requests
Privacy
Phone numbers and message content are handled in accordance with our Privacy Policy. We do not sell or share phone numbers with third parties for marketing purposes. Message logs may be retained for service quality and dispute resolution purposes.
11. Guest Verification Services New
BetterSTR offers optional guest verification services to help property owners verify guest identity before check-in. By enabling or using guest verification features, you agree to the following terms:
Verification Methods
Guest verification may include one or more of the following methods:
- Phone Verification: SMS code verification to confirm guest phone numbers ($0.10 per verification)
- Identity Verification: Government ID document scan with live selfie matching ($2.50 per verification)
- Terms Acceptance: Digital acceptance of property rules and rental terms (free)
- Security Deposits: Pre-authorization of funds on guest payment cards (see Section 12)
Third-Party Identity Verification
Identity verification services are provided by Didit, a third-party identity verification provider. By enabling identity verification, you acknowledge and agree that:
- Guest data including government ID images and biometric facial data will be transmitted to and processed by Didit
- Didit's processing of guest data is subject to Didit's Privacy Policy and terms of service
- BetterSTR acts as a data processor on your behalf; you remain the data controller responsible for lawful collection and use of guest data
- You are responsible for ensuring that enabling identity verification complies with applicable laws in your jurisdiction
Biometric Data Notice
IMPORTANT: Identity verification involves the collection and processing of biometric data, including:
- Facial geometry extracted from selfie photographs
- Facial comparison data used to match the selfie against the ID photo
- Liveness detection data to prevent spoofing
This biometric data is:
- Collected only when guests consent to identity verification
- Processed by Didit solely for identity matching and fraud prevention purposes
- Biometric comparison/matching data is deleted immediately after verification is complete
- ID and selfie images (which contain facial data) are retained for hosts to review verification results and for dispute resolution
- Never sold, shared for marketing purposes, or used for any purpose other than identity verification and fraud prevention
Illinois Residents: If you enable identity verification for properties located in Illinois or for guests who may be Illinois residents, you acknowledge that the Illinois Biometric Information Privacy Act (BIPA) may apply. You are solely responsible for obtaining appropriate consent and complying with BIPA requirements.
Verification Data Retention
As the property owner (data controller), you determine how long guest verification data is retained for your legitimate business purposes. BetterSTR stores verification data on your behalf:
- ID Document Images: Retained for the duration of your account or until you delete them
- Selfie Images: Retained for the duration of your account or until you delete them
- Biometric Comparison Data: Processed by Didit and deleted immediately after the verification comparison is complete (not stored by BetterSTR)
- Verification Results: Name, document type, verification status, match scores, and timestamps retained indefinitely for your records
- Phone Numbers: Retained for the duration of your account for guest communication
- Terms Acceptance Records: Retained indefinitely as legal proof of guest agreement
You may delete individual guest verification records at any time through your dashboard. You are responsible for determining appropriate retention periods based on your local laws, insurance requirements, and business needs. Some jurisdictions require guest records to be retained for specific periods (e.g., for tax, legal, or regulatory compliance).
Verification Limitations and Disclaimer
Guest verification services are provided "as is" without warranty of any kind. BetterSTR expressly disclaims all warranties, express or implied, including but not limited to:
- The accuracy, completeness, or reliability of identity verification results
- The authenticity of government-issued identification documents
- The ability to detect all fraudulent documents or identity theft
- Any guarantee that verified guests will comply with property rules, pay for damages, or behave appropriately
Verification is a risk reduction tool, not a guarantee of guest trustworthiness or property safety. You remain solely responsible for your own guest screening decisions and property management practices.
Host Responsibilities
By enabling guest verification, you agree to:
- Use verification data only for legitimate property management purposes
- Comply with all applicable privacy, data protection, and biometric data laws in your jurisdiction
- Not discriminate against guests based on protected characteristics revealed through verification
- Securely handle and appropriately dispose of any verification data you access or download
- Respond to guest data access, correction, or deletion requests as required by applicable law
12. Security Deposits New
BetterSTR enables property owners to collect security deposits from guests through Stripe payment processing. By using the security deposit feature, you agree to the following terms:
How Security Deposits Work
- Pre-Authorization: Security deposits are pre-authorized (held) on the guest's payment card, not immediately charged
- Hold Period: Holds are valid for up to 7 days from the time of authorization
- Release: If no claim is made, the hold is automatically released and no charge occurs
- Capture: If damages occur, you may capture all or part of the held amount through your dashboard
- Direct to Your Account: All deposit funds flow directly to your connected Stripe account
Stripe Terms Apply
Security deposit transactions are processed entirely through Stripe and are subject to Stripe's Terms of Service and Stripe Connected Account Agreement.
BetterSTR provides the interface to initiate deposit holds and captures, but:
- Stripe processes all payment card transactions
- Stripe holds the pre-authorized funds
- Stripe transfers captured funds to your connected account
- Stripe handles all payment disputes and chargebacks
Failed Deposit Holds
Deposit holds may fail for various reasons including insufficient funds, expired cards, bank restrictions, or fraud prevention measures. BetterSTR is not responsible for:
- Failed pre-authorization attempts
- Holds that are declined by the guest's bank or card issuer
- Holds that expire before you capture them
- Any inability to collect damages from guests whose holds failed
- Technical issues with Stripe's payment processing infrastructure
You acknowledge that security deposit holds are not guaranteed and you should not rely solely on deposit holds for property protection.
Chargebacks on Captured Deposits
You are fully responsible for all chargebacks and disputes related to security deposit captures.
- Guests may dispute captured deposit charges with their bank or card issuer
- Stripe will handle chargeback disputes directly with you, not BetterSTR
- You must provide documentation (photos, receipts, correspondence) to defend against chargebacks
- You are liable for the full chargeback amount plus any fees if the dispute is lost
- BetterSTR has no liability for chargebacks, regardless of outcome
Best Practices
To minimize chargeback risk when capturing security deposits:
- Document all property damage with dated photos before and after guest stays
- Communicate clearly with guests about any damage and proposed charges before capturing
- Keep records of all guest communication regarding damages
- Only capture amounts that are reasonable and documented
- Respond promptly to any chargeback notifications from Stripe
No BetterSTR Liability
BetterSTR expressly disclaims all liability related to security deposits, including but not limited to:
- Failed deposit holds or authorizations
- Expired holds that could not be captured
- Chargebacks on captured deposits
- Stripe processing errors or downtime
- Guest disputes regarding deposit amounts
- Any inability to recover funds for property damage
- Losses arising from reliance on the security deposit feature
13. Indemnification New
You agree to indemnify, defend, and hold harmless BetterSTR, its parent company, subsidiaries, affiliates, officers, directors, employees, agents, and licensors from and against any and all claims, damages, losses, costs, and expenses (including reasonable attorneys' fees) arising from or related to:
Your Use of Services
- Your use or misuse of BetterSTR services, including guest verification and security deposits
- Your violation of these Terms of Service
- Your violation of any applicable law, regulation, or third-party rights
- Any content you submit, post, or transmit through our services
Guest Verification
- Your collection, storage, use, or disclosure of guest personal data obtained through verification
- Your failure to comply with applicable privacy, data protection, or biometric data laws
- Claims by guests or third parties related to identity verification you initiated
- Discrimination claims arising from your use of verification data
- Any unauthorized access to or breach of guest verification data in your possession
Payment and Deposits
- Chargebacks, disputes, or claims related to payments or security deposits you processed
- Your failure to deliver products or services purchased through our platform
- Disputes between you and guests regarding charges, refunds, or deposit captures
- Claims arising from your pricing, billing, or refund practices
Property and Guest Relations
- Claims by guests arising from their stay at your property
- Personal injury, property damage, or other incidents at your property
- Your failure to maintain safe premises or comply with applicable hospitality regulations
- Disputes arising from your house rules, rental terms, or guest communications
This indemnification obligation survives termination of your account and these Terms of Service.
14. Termination
We reserve the right to suspend or terminate your access to our services at any time for any reason, including but not limited to violation of these Terms. You may also terminate your account at any time.
Upon termination:
- Your access to the platform will be immediately revoked
- Any pending payouts will be processed according to Stripe's policies
- Guest verification data will be retained according to our data retention policies
- You remain liable for any chargebacks or disputes arising from transactions made before termination
- The indemnification and limitation of liability provisions survive termination
15. Disclaimers and Limitations of Liability
Services Provided "As Is"
ALL BETTERSTR SERVICES ARE PROVIDED "AS IS" AND "AS AVAILABLE" WITHOUT ANY WARRANTIES OF ANY KIND, WHETHER EXPRESS, IMPLIED, OR STATUTORY. We expressly disclaim all warranties, including but not limited to:
- Implied warranties of merchantability and fitness for a particular purpose
- Warranties of non-infringement
- Warranties that services will be uninterrupted, error-free, or secure
- Warranties regarding the accuracy or reliability of any information obtained through our services
No Guarantees
BetterSTR does not guarantee:
- The accuracy of guest verification or identity verification results
- The behavior, trustworthiness, or creditworthiness of verified guests
- The success of security deposit holds or captures
- Protection against property damage, theft, or other losses
- The outcome of any payment disputes or chargebacks
- Continuous availability of third-party services (Stripe, Didit, etc.)
Limitation of Liability
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, BETTERSTR AND ITS OFFICERS, DIRECTORS, EMPLOYEES, AGENTS, AND AFFILIATES SHALL NOT BE LIABLE FOR:
- Any indirect, incidental, special, consequential, punitive, or exemplary damages
- Loss of profits, revenue, data, goodwill, or other intangible losses
- Damages arising from your use or inability to use our services
- Damages arising from unauthorized access to or alteration of your data
- Damages arising from any third-party conduct or content
- Any property damage, personal injury, or other harm arising from guest stays
- Failed payment authorizations, chargebacks, or payment disputes
- Inaccurate or failed identity verification
Maximum Liability
IN NO EVENT SHALL BETTERSTR'S TOTAL LIABILITY TO YOU FOR ALL CLAIMS ARISING FROM OR RELATED TO THESE TERMS OR YOUR USE OF OUR SERVICES EXCEED THE GREATER OF:
- The amount you paid to BetterSTR in the twelve (12) months preceding the claim, or
- One hundred New Zealand dollars (NZD $100)
Third-Party Services
BetterSTR integrates with third-party services including Stripe (payment processing), Didit (identity verification), and various property management systems. We are not responsible for:
- The availability, accuracy, or reliability of third-party services
- Any damages arising from third-party service failures or errors
- Changes to third-party terms, pricing, or availability
- Data breaches or security incidents at third-party providers
Your use of third-party services is subject to their respective terms of service and privacy policies.
Acknowledgment
You acknowledge that you have read and understand these disclaimers and limitations, and agree that they are reasonable given the nature of our services and the fees charged. These limitations are an essential part of our agreement and reflect the allocation of risk between you and BetterSTR.
16. Changes to Terms
We may update these Terms of Service from time to time. We will notify you of any significant changes by posting the new Terms on this page and updating the "Last updated" date.
For material changes that affect your rights or obligations, we will provide at least 30 days advance notice via email to the address associated with your account. Your continued use of our services after the effective date of any changes constitutes acceptance of the updated Terms.
17. Governing Law
These Terms shall be governed by and construed in accordance with the laws of New Zealand, without regard to its conflict of law provisions.
Any disputes arising from these Terms or your use of our services shall be resolved through binding arbitration in Auckland, New Zealand, except that either party may seek injunctive relief in any court of competent jurisdiction for violations of intellectual property rights or confidentiality obligations.
You agree to waive any right to participate in a class action lawsuit or class-wide arbitration against BetterSTR.
If you have any questions about these Terms of Service, please contact us: