Phase 5 · Incidents, Disputes, and Claims

Who decides what, and by when?

The summary table—keep it handy.

Fourteen scenarios, one question in each: Who makes the decision, and by when? This page summarizes in a single table everything the contract divides between you and us, from emergency measures to termination. This is the page to refer back to when a situation arises and you need to make a quick and clear decision.

Below the table is the underlying principle: it also applies to cases not covered by the table.

Landmark

Anything that involves your assets, your finances beyond the threshold, or your contractual relationship with a traveler is your responsibility. Anything related to the actual execution of the service is our responsibility. This division of responsibility also applies in unforeseen circumstances.

The Climbing Board

Location

Who decides?

Deadline

Emergency provisional measure up to €200 (including tax)

Loca'Zen

Immediate, real-time information

Purchases over €200 (including tax)

You

Unless we are unable to reach you

Purchase on your behalf (non-emergency)

You, in writing in advance

Not applicable

Consequences of Deterioration

You alone

Within 24 business hours of being reported

Complaint Filed with a Platform

You decide, we'll take care of it

Depending on the platform's deadline

Insurance Claim

You

According to the insurance policy

Cancellation of a Confirmed Reservation

You

Fees and penalties are your responsibility

Accepting or Declining a Reservation

You

Not applicable

Rate Adjustment at Charging Stations

Loca'Zen

Not applicable

Removal of Fare Terminals

You

Prior consent, in any written form

Blocking the calendar for personal use

You ask, we deliver

48 h

Response to a Review

Loca'Zen, unless you stay in control

Not applicable

Revision of the Housekeeping Package

Both, by amendment

Not applicable

Termination

Everyone, without cause

One month's notice

Good to Know

Each row in this table links to a wiki page where the mechanics are explained in detail: maintenance in 4.5, service degradation in 5.1, rate tiers in 3.9, and termination in 8.1.

The Mistake to Avoid

Improvising outside the framework. In tense situations, the temptation is to act first and sort things out later: this runs counter to the logic of the contract, and it is what leads to disputes between the parties.

Points to Watch For

Consent to remove the terminals can be given in any written form. A simple message is sufficient: the formality is minimal, but it leaves a record.
Any revision to the cleaning package must be made through an amendment signed by both parties, in accordance with the procedure described on page 7.1.
Bookmark this page. This is the operational summary of the contract, designed to be consulted in real time, not after the fact.

Warning

Anyone may terminate the contract without cause, with one month's notice: termination of the contract is listed in the table just like any other entry, and the formal requirements are detailed on page 8.1.

Frequently Asked Questions

Can you spend money without my permission?

Only emergency precautionary measures, up to €200 (including tax) per incident, with immediate notification. Everything else requires your written approval, except in emergencies.

Who decides whether to accept a reservation?

It is always up to you to accept, decline, or cancel a confirmed reservation; in such cases, you will be responsible for any associated fees and penalties.

Who responds to traveler reviews?

We will do so, unless you choose to keep the cards, in accordance with the terms described on page 5.5.

How do I cancel the contract?

Either party may do so, without cause, by giving one month's notice. The formal requirements for the notice and the procedure for termination are described on page 8.1.