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Tenant Policy(English)

한국어 세입자 규정

1. Definition of Terms​

A. Definitions for the tenant payment composition​

  • Rental: The cost paid to the host for monthly rent.
  • Utility fee: The monthly combined fee for utilities and maintenance paid to the host.
  • Additional tenant charge: Cost for exceeding the standard number of residents, includes additional utilities and maintenance.
  • Bedding package: Enkor Stay offers a bedding rental package available for the duration of the stay. It's an optional service fee that tenants can choose to receive.
  • Move-out cleaning: Mandatory cleaning service provided by the host after the previous tenant moves out and before the new tenant moves in.
  • Fee (Enkor service fee): Cost for payment and consultation services provided by the platform.
    • 10% of the rent
  • Host service: Move-out cleaning
  • Rent: Rental + Utility fee + Additional tenant charge
  • Total payment: Total rent + Enkor service fee + Host service + Bedding package
  • Initial payment: Rent from move-in day to end of the next month + Fee + Host service + Bedding package
  • Cumulative payment (based on total payment): Amount paid by the tenant so far
  • Remaining payment (based on total payment): Amount the tenant still needs to pay

2. Rent Calculation​

Calculation Method for Rent​

  • Rent is determined based on the number of nights a tenant resides and sleeps.
  • The minimum booking requirement for initial new agreements is 30 nights.
  • Monthly rent is applied when the tenant sleeps throughout the entire month.
  • If the tenant sleeps for only a part of the month, the daily rent is determined by multiplying it by the number of nights.
    • Daily rent = Monthly rent / 30
  • Example
    1. 2023.01.01 ~ 2023.01.31 (30 nights):
    • Daily rent for partial stay in January * 30 nights
    1. 2023.01.01 ~ 2023.02.01 (31 nights):
    • Full monthly rent charged for the entire stay in January.
    1. 2023.01.15 ~ 2023.02.14 (30 nights):
    • Daily rent for partial stay in January and February * 30 nights
    1. 2023.01.15 ~ 2023.04.14 (90 nights):
    • For January and April, the rent is calculated based on daily rates due to partial stay, whereas for February and March, it's calculated with the full monthly rate due to complete occupancy.

3. Agreement & Cancellation Refunds​

Agreement Procedure and Payment Methods​

  • Tenants proceed with the agreement through the following steps in accordance with these terms and conditions and the regulations set by the company:
    1. Membership registration (Log in)
    2. Selection of the accommodation and choosing the period of use
    3. Tenant payment process
    4. Sending an agreement approval request to the host
    5. Approval of the host's request
  • Payment is primarily accepted through credit card, and in limited situations, bank transfers may be allowed. Upon the host's approval of the agreement request, a bilateral agreement between the host and the tenant for the specified accommodation and usage period is considered to be formed.
  • Upon completion of payment and agreement, the tenant is deemed to have fully understood and agreed to these terms and conditions, the service details, the conditions for the host's accommodation, and the refund policy.
  • The company provides the necessary services for the execution of contracts between tenants and hosts and may impose service fees according to its internal policies during the contract process between tenants and hosts.

Agreement application​

Tenants can choose their preferred stay(accomodation), dates, and the number of people at stay.enkor.kr.

  • New reservation:
    1. Tenants can request a reservation for the desired stay. The reservation is confirmed upon the host's approval.
    2. Payment terms are determined based on the length of residency:
      1. Less than 90 nights: Lump-sum payment.
      2. 90 nights or more: Installment payments (after the initial payment, monthly rent is paid).

Note: For extended agreement, lump-sum payment for less than 60 nights and installment payments for 60 nights or more.

▪ Initial payment amount = Rent + Fees + Host Services + Bedding package from move-in date to the end of the following month. (If move-in date is the 1st, it is calculated until the end of the current month.)

  • Extension of agreement:
    1. Tenants wishing to extend their stay in the same accommodation can proceed with an extension agreement.
    2. Tenants can request an extension through their account. If the accommodation is available for the requested period, the agreement is confirmed upon the host's approval.
    3. Each agreement is treated separately, allowing for individual cancellation or changes.
    4. Each extended agreement follows its cancellation and change regulations.

Agreement rejection​

  • The host can decline the agreement if it's not available for the specified period, and a valid reason for the refusal must be provided to the tenant.
  • However, once the host has accepted, they cannot unilaterally cancel the agreement. If they do so, they face penalties.
  • If the host doesn't respond within 72 hours after the tenant's request, the agreement is automatically declined, and the full amount is refunded.

Agreement cancellation​

Tenants can cancel their agreement on their own through the 'My Booking' section on the My Account Page.

Cancellation of the agreement does not require separate consultation with the host.

  • Refund calculation
    1. Refund is calculated by subtracting penalties from the cumulative payment.
    2. Additional payments might be required based on the cumulative amount.
    3. After the fee-free cancellation period has passed, any cancellation due to the tenant's reasons will not result in a refund of the fees.
    4. Fees are not eligible for refund; however, if they fall under the criteria for fee exemption, they can be refundable.
    5. If a tenant requests a refund after the contract between the tenant and the host has been terminated, a refund is not possible.
  • Penalty regulations
    1. Cancellation penalties are charged based on ‘total rent * penalty rate’.
    2. Unprovided Host service (bedding package, move-out cleaning) are fully refunded.
    3. Fees are not eligible for refund, but if they meet the criteria for fee exemption, they can become refundable.
    • More than 61 days before move-in → No penalty
    • 60 to 31 days before move-in → A penalty of 10% of the total rent is charged.
    • 30 to 8 days before move-in → A penalty of 20% of the total rent is charged.
    • 7 to 4 days before move-in → A penalty of 30% of the total rent is charged.
    • 3 days to 24 hours before move-in → A penalty of 50% of the total rent is charged.
    • Within 24 hours of move-in → A penalty of 70% of the total rent is charged.
  • < Period for free cancellation of fees >
    • More than 61 days before move-in & within 7 days after payment
    • Within 60 days of move-in & within 24 hours after payment
  • < Reasons for exemption from penalties and fees >
    • Natural disasters, uncontrollable events like wars
    • Cancellation of reservation due to the host's reasons
      • Evidence must be provided for exemption.
  • < Reasons that don't qualify for penalty and fee exemptions >
    • Simple change of mind or personal reasons
    • Forced eviction due to prohibited actions within the accommodation such as violent behavior, criminal activity, and indoor smoking.
    • Denied entry or visa issuance → Needs careful verification before reservation
    • Cancellation or change of flights due to bad weather → Should request reservation change instead of cancellation.
    • However, some leniency might be provided upon negotiation with the host.

Agreement changes​

The changes of an agreement refer to a shortening or extension of the lease period.

  • Shortening the lease period
    1. Tenants must adhere to the contract period and may shorten the lease period with the host's consent. Additionally, penalties may apply depending on the timing of lease change requests.
    2. Shortening the lease period can be arranged through messaging with the host.
    3. Shortening the lease period is only possible after the host has accepted the lease.
  • Extending the lease period
    1. Tenants can extend their lease period based on their needs through their account.
  • Refund calculation
    1. Refund is calculated by subtracting penalties from the cumulative payment.
    2. Additional payments might be required based on the cumulative amount.
    3. Already provided Host service (bedding package, move-out cleaning) are not refunded. For refunds, separate negotiations with the host are needed.
    4. Even if the agreement is changed, the already paid fees are non-refundable.
    5. If a tenant requests a refund after the contract between the tenant and the host has been terminated, a refund is not possible.
  • Penalty regulations
    • Change penalty is calculated as '(initial total rent - new total rent) * penalty rate'.
  • < Late move-in penalty rates >
    • Request for late move-in more than 61 days before desired move-in date → No penalty
    • Request for late move-in 60 to 31 days before desired move-in date → 10%
    • Request for late move-in 30 to 8 days before desired move-in date → 20%
    • Request for late move-in within 7 days of desired move-in date → 30%
  • < Early move-out penalty rates >
    • Request for early move-out more than 61 days before desired move-out date → No penalty
    • Request for early move-out 60 to 31 days before desired move-out date → 10%
    • Request for early move-out 30 to 8 days before desired move-out date → 20%
    • Request for early move-out within 7 days of desired move-out date → 30%
  • Note: If the remaining period from the declaration of move-out to the contract end date is less than 60 days, no refund will be given.
  • < Reasons for penalty exemption >
    • Lease changes due to the host's reasons
      • Controllable reasons:
        • Host's double agreements
        • Host's change of mind
        • Host's operation termination
      • Uncontrollable reasons:
        • Natural disasters, wars
        • Building fire or destruction
        • Sudden building malfunctions (like electricity, boiler issues critical for residence)
        • Restrictions by the government making the lease impossible (like infectious diseases)
        • Host's death

Refund Criteria for Tenants During Stay​

  1. Eligible for Tenant Refund Request Minimum security measures are not in place, threatening the safety of the tenant (e.g., exposure of room password). If the actual rental information is different from the agreed one, except when the rental information has changed since the time of agreement, and the 'tenant' has agreed to it. The provided rental option information is different from the actual situation. Building location information is different from the actual.

Not Eligible for Tenant Refund Request If the tenant fails to fulfill their obligations, however, the host must provide evidence that the tenant did not fulfill their obligations. Reasons not listed in the contract written by the tenant for refunds. Loss of valuables or items owned by the tenant due to their own fault.

※ Note ※​

1) Poor Rental Management

  • Poor rental management can be subject to complaints, but it's not directly eligible for refunds.
  • However, the host is obligated to provide accommodations that meet or exceed the minimum maintenance standards. If subpar rental conditions are identified, all efforts must be made to rectify them.
  • Examples of poor rental management include:
    • Previous tenant's belongings left unattended.
    • Failure to provide features specified for the tenant (e.g., vacuum cleaner, kitchen utensils).
    • Malfunction of devices promised by the host affecting a comfortable living environment.
  • Failure to remove elements that can pose health risks to tenants (e.g., mold, mites).
    • Proof from a reputable organization or institution confirming that these elements posed a threat to the tenant's health must be provided.
    • Stray hairs that could be found even after room inspection and cleaning, or seasonal insects (like mosquitoes) that can appear during specific periods, are not considered under this.

2) In the event of poor rental management

  • Both the host and tenant should be cognizant of the compromised rental conditions.
  • Tenants should await the host's efforts to ameliorate these conditions.
  • The host must actively take measures to address and correct any rental issues raised by the tenant.
  • If the host assesses that it's no longer feasible to further enhance the rental conditions, they can offer options to the tenant, such as relocating to another of the host's properties, upgrading the accommodation grade, or providing discounts on the monthly rent or living expenses.

Tenant Refund Procedure​

The refund procedure for the tenant is: 1) Evidence collection, 2) Bilateral negotiation, 3) Customer service mediation request, 4) Refund progression.

  1. Evidence collection
    • Sufficient evidence, like photos and videos, should be collected within 24 hours of the issue occurrence.
    • If necessary, the host can request additional documentation or materials from the tenant.
  2. Bilateral negotiation
    • Tenants can request a refund from the host based on collected evidence.
    • The host can compensate the tenant through means other than a refund.
    • If a satisfactory agreement isn't reached, they can proceed to the next step.
  3. Customer service mediation request
    • If mediation is requested at the Enkor customer center, mediation will be provided within a maximum of 3 business days.
    • Enkor customer service follows the basic terms and cancellation refund regulations and mediates based on them.
    • However, if there's evidence from the host of issues caused by the tenant, like smoking or bringing unauthorized pets, a refund might be challenging.
    • The total refund amount a tenant can receive cannot exceed the actual rent paid by the tenant, and no compensation will be provided for any special, indirect, incidental, or consequential damages arising from or related to the host's failure to fulfill their obligations.

Time required for a refund​

  1. Refund requests reported within 24 hours of the issue occurrence are deemed more reliable.
  2. If refund conditions are met, the refund amount will be automatically received within 10 days or sooner.
  3. Enkorwithus processes payments and refunds through Stripe. Even after initiating the refund, the actual time for the refunded amount to reflect in the bank account can vary based on the bank and card company's processing times.

Limit of Compensation​

  1. Definition of Direct and Indirect Damage
    • Direct Damage: This refers to the responsibility of the Host for damages caused by failing to fulfill essential contractual obligations to the Tenant. In such cases, compensation is provided for actual, direct damages resulting from these unmet obligations.
    • Indirect/Special Damage: This refers to damages that are not directly tied to the main obligations of the contract between the host and tenant but may arise additionally. Such damages fall outside the core purpose of the contract and are generally not eligible for compensation.
  2. Compensation for Each Type of Damage
    • Eligibility for Direct Damages Direct damages resulting from a failure to fulfill primary obligations to the Tenant may be eligible for compensation. However, compensation will be limited to reasonable, comparable alternatives rather than luxury or premium options.
      • If the tenant must find alternative rent house due to an issue with the property, compensation will cover costs up to a level similar to the original accommodation.
      • Additional costs directly related to a loss of accommodation, such as reasonable travel fees or essential replacement items, may also be considered for compensation within reasonable limits, subject to prior discussion with the host.
    • No Responsibility for Special or Indirect Damages Compensation generally does not extend to unexpected or additional costs or losses that may arise from content provided or unmet obligations by the Host.
      • If a rental issue results in lost mobile data, missed meetings, or the need to purchase items not provided by the Host, these situations are typically not eligible for compensation.
  3. Limitation of Total Responsibility
    • For all matters related to the contract with the tenant, responsibility is limited to actual, direct damages only. This means that any compensation claims shall not exceed the amount required to cover direct damages resulting directly from unmet contractual obligations. Indirect or incidental damages are excluded from this responsibility, ensuring that liability is strictly tied to direct impacts.

4. Responsibilities & Duties​

Duties of the tenant​

  • The tenant should actively attempt to communicate with the host if any issues arise during their stay.
  • Hosts and tenants must mutually respect each other, and tenants have a responsibility not to misuse the rental they have leased from the host. Examples of this responsibility include the following:
    • Damaging items due to negligence
    • Maintaining cleanliness
  • Tenants should follow the living regulations provided by the host before move-in or agreed upon in the contract. Examples include:
    • Exceeding the number of residents
    • Proper waste disposal and recycling separation.
    • Following guidelines about boilers, ventilation, and preventing freezing
    • Avoiding behavior disturbing neighbors, like smoking, unauthorized pets, or making excessive noise
  • ※ Tenants are responsible for adhering to these regulations. If they violate them, the host is not held accountable.

Duties of the host​

  • The host should actively attempt to communicate with the tenant if any issues arise during their stay.
  • Hosts and tenants must mutually respect each other, and hosts must respect the tenant and provide an appropriate living space. Examples of this responsibility include the following:
    • The tenant should not be discriminated against based on race, nationality, gender, etc.
    • The actual living space and its information should match the provided location and interior details, and the offered features should not differ.
      • If the offered features are different, the tenant must be notified in advance and their consent obtained.
    • The living space should be maintained to at least a minimum standard. Examples of these standards include:
      • Items from previous occupants left behind.
      • Trash bins not emptied.
      • A level of uncleanliness deemed by EnkorStay to make the space difficult to enter.

※ Hosts have responsibilities according to these regulations. If they violate them, the tenant is not held accountable.

Duties of EnkorWithUs​

  • EnkorWithUs should abide by applicable laws while operating and avoid illegal activities.
  • EnkorWithUs acts as a bridge between tenants and hosts, fulfilling this role dutifully. In this role, they are responsible for:
    • Informing about any changes to the system or regulations in advance.
    • One must always maintain a neutral position while mutually respecting the rights of both the tenant and the host.
    • Mediating disputes between tenants and hosts impartially and fairly.

※ EnkorWithUs is responsible for fulfilling these duties. If they fail in these duties, they are accountable to either the tenant or the host for compensation.

Limitations of Liability​

  • The company shall be exempt from responsibility for providing services in the event of "force majeure" or circumstances equivalent thereto that make it impossible to provide the service.
  • The company is not responsible for service disruptions caused by the faults of tenants or hosts.
  • The company is not responsible for the reliability, accuracy, or any other aspects of the content, reviews, information, data, etc., posted by tenants in connection with the service.
  • The company is not responsible for transactions between tenants or between a tenant and another third party facilitated through the service.

5. Contract​

  • Hosts and tenants can create a separate contract by mutual agreement.
  • However, if disputes arise between the host and tenant that need resolution, this policy is followed for refunds and compensations.

6. Claim for Damage​

  • In the case of damage, loss, or dirtiness of facilities, buildings, furnishings, and other items within the rental due to reasons other than force majeure, the host will proceed with repair cost payment and compensation.
  • The compensation process follows the steps below:
    • After the tenant checks out, the host inspects the rental to determine if there is any damage to walls, window frames, bedding, furniture, etc.
    • If damage is confirmed, the host issues an invoice to the tenant responsible for the damage.
    • If there are objections to the amount, the tenant must communicate their objections to the host within 24 hours after receiving the invoice.
    • Failure to raise objections within the given time frame will be considered agreement to the invoice, and the cost will be billed accordingly.

7. Review​

  • The review system is comprised of tenant feedback on rentals and responses from hosts. The purpose of this policy is to mutually respect and balance the rights of tenants and hosts, providing protection.
  • Tenants can write reviews within 3 days before the move-out date, and hosts have the option to respond to the comments left by tenants.
  • Tenant reviews are displayed on the website, and hosts cannot hide or delete them. If a review deletion is desired, the tenant must request it through a separate notification to the company. The company will then internally review the request for deletion.
  • Hosts are prohibited from releasing or coercing false reviews with the intention of raising or lowering the rental's rating. If the creation or encouragement of false reviews is confirmed, additional consequences may be imposed by EnkorStay.
  • Reviews containing the following characteristics will be subject to unnotified deletion after administrator verification:
    1. Explicit sexual expressions or profanity
    2. Content that is hostile, antisocial, or unethical targeting specific hosts or tenants
    3. Reviews that are unrelated to the rental and stay.

8. Contact EnkorWithUs​

If tenants or hosts have questions regarding the above clauses, they are advised to contact EnkorWithUs through the "Help" button on the website.