24 rue July, 83000 Toulon
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First, file a written complaint; then, use a free mediator; and the judge is always available.
Even with the best short-term rental management service, a dispute may arise. Rather than finding out about it at the worst possible moment, it’s best to know in advance the process outlined in your contract: it’s simple, free during the amicable resolution phase, and never precludes you from taking the matter to court. And because managing your vacation rental involves the processing of your personal data, this page also covers your rights in this regard.
The process consists of three steps. First, a written complaint, which is usually enough to resolve the issue. Next, if necessary, a consumer mediator, whose fees we cover. Finally, you can go to court at any time: no step is mandatory.
If you do not receive a satisfactory response from us within two months, or if your claim is denied, you may file a complaint with the Consumer Ombudsman. You have twelve months from the date your complaint was submitted to do so.
Step 1: Submit a written complaint to us via email or regular mail. This is a mandatory prerequisite for mediation, and in the vast majority of cases, it is sufficient.
Step 2: If you do not receive a satisfactory response within two months, or if your request is denied, contact the Consumer Ombudsman online or by regular mail.
Step 3: You may choose to involve a judge before, during, or after mediation. Mediation does not preclude you from pursuing any legal remedies.
Our mediator isthe National Association of Mediators (ANM Conso), located at 2 rue de Colmar, 94300 Vincennes, and can be contacted at www.anm-conso.com. Cases may be submitted online or by regular mail; the organization is listed on the official registry of consumer mediators. The European Online Dispute Resolution platform is also available to you.
Mediation is free for you: we cover all the costs. You may retain legal counsel at your own expense, and if an expert opinion is requested jointly, the costs of the expert opinion are shared.
The contract is governed by French law, and it contains no jurisdiction clause—this is intentional. You may choose to bring the matter before the competent court in accordance with the ordinary rules, the court of your domicile at the time the contract was entered into, or the court of the place where the harmful event occurred.
We are responsible for processing the data collected for the purpose of fulfilling the contract: name, mailing and email addresses, phone number, bank account information, and the dates and amounts of services rendered.
Recipients: our authorized personnel, our certified public accountant, the platforms, our technical service providers, and our subcontractors working on the housing project—limited to the information necessary—and, upon request, the authorities.
Retention periods: five years after the end of the contract for data related to the contractual relationship; ten years for accounting records; three years after the last contact for marketing purposes.
Access, correction, deletion, restriction, objection, data portability, and instructions regarding the handling of your data after your death. These rights may be exercised by email or by mail to our headquarters. You may file a complaint with the CNIL at any time.
Settling for a verbal complaint. A phone call often resolves the issue, but it has no legal effect: only a written complaint qualifies you for mediation and triggers the applicable time limits.
Deleting data necessary for the performance of the contract may render it impossible to fulfill: we cannot remit rent payments to you without your bank account information. We would then contact you to discuss the implications.
Does mediation cost me anything?
Nothing. We cover all the costs. The only expenses you’ll be responsible for are any legal counsel you choose to hire and, in the event of a joint expert assessment, your share of the expert assessment fees.
Can I go directly before the judge?
Yes. Mediation is an option, not a mandatory step. You can take legal action before, during, or after mediation, and the contract does not prevent you from doing so.
What am I prohibited from doing under the five-year confidentiality clause?
To disclose our methods, tools, and expertise. This does not prevent you from speaking freely about our collaboration or from sharing your opinion on the quality of our services.
How can I exercise my rights regarding my data?
By email or by mail addressed to our headquarters. And if you are not satisfied with our response, the CNIL remains open to receiving your complaint.
Updated as of July 27, 2026 · Describes the current service agreement. The agreement and its appendices take precedence over this content, which is provided for educational purposes.
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