FAQ

to be completed

Is there any registration fee?

Registration and membership at Palibay is for free. Putting a private offer online, is also for free (i.e. there is no listing fee).

Which fees will I have to pay as a guest?

Palitree only charges for binding bookings. Guests then pay a service fee of 5% of the booking price.
In plain language: if the agreed rental price is 100 EUR, your credit card will be charged with 105 EUR. The credit card / payment fees (up to 2%) and V.A.T. / sales tax (if applicable) are already included. This makes us about half as expensive as comparable commercial platforms. The minimum service fee per booking is 1€ per night.

Which fees will I have to pay as a host?

Palitree charges only for binding bookings. Hosts pay a service fee of 3% of the booking price.
In plain language: if the agreed rental price for your accommodation is 100 EUR, we will transfer 97 EUR to your bank account. The credit card/payment fees (up to 2%) and V.A.T. / sales tax (if applicable) are already included.

How do I see whether an accommodation is available?

After entering the corresponding date filter, only those objects will be displayed that are really free. Without the date filter, all objects that can be booked for you will be displayed. You can then click on a specific object to display the occupancy calendar and see when it would be available.

What is a booking request?

Before you can make a binding booking with Palitree, you must send a booking request to the host. Only after the host has accepted this booking request or accepted it with changes, can you make a binding booking.

Why do I need to complete my profile before making a booking?

Based on your profile data you introduce yourself to other users of the Palitree platform. This is especially important if you are not personally known to these users. We want you to be able to get a good idea of each other, especially if you are about to make a decision about networking, booking objects or offering objects for booking. In addition, we are also forced for legal reasons to request certain data of our users.

How are the overall charges (costs) of my booking being calculated?

The total price includes the agreed booking price (either "per night" or "per night and per person") plus the service charges incurred by the guest (5%). The booking price is determined by the landlord (incl. discount) and is made up of the accommodation price and any additional cleaning and service costs, which are shown separately. If payment is made manually, only the service fees will be charged via the platform. The service fees always include the statutory value-added tax (where applicable).

What does "This booking exceeds the transaction limit" mean?

If the booking price of an individual booking exceeds €5,000, this booking process is subject to a special review by Palitree, which may delay the booking release. The user will be informed by email. Palitree reserves the right to refuse bookings over €5,000 without giving reasons.

How can I cancel a trip that has already been booked (and paid)?

Should this be necessary, you can cancel a binding booking at any time, both as a guest and as the host, in accordance with the cancellation conditions applicable to the listing. This function is visible after calling up the booking details.

Which cancellation rules do apply to my booking?

The host determines the cancellation conditions for each advertisement bindingly. He can choose between three predefined variants: "Flexible", "Moderate", "Strict".
Click here for the current cancellation conditions.

How to expand my network?

To connect with other members, go to "My Network" and click "Networking". There you can either enter a name or part of a name below to search for already registered members and decide who you want to send a contact request to. You can classify contacts into the categories "family", "friends" or "acquaintances".

Alternatively, you can invite someone who is not yet registered. Enter the complete email address of this person, e.g. max.mustermann@gmail.com, fill in surname, first name and category and send the invitation. In both cases, the person you invite must accept the invitation in order for you to be connected.
Conversely, in the "My Network" section you can also see which contact requests you still have open. You can accept or reject them with one click.

Hoes does the import from Google or Facebook work?

In order to help you set up your Palitree network, you can import your own contacts from your Google and Facebook accounts. After importing, you can decide for each contact individually whether you want to invite them to your Palitree network or not. Contacts you deselect will be deleted immediately and not saved. If you select this feature, your contacts will be automatically synced and those already active on Palitree will be matched. Facebook limits the import to those contacts that are already registered as users on Palitree and that have registered via Facebook.

Can I disconnect with a contact?

Yes, if you are connected to someone, you can either temporarily block or permanently remove that contact. In both cases, the database will treat you as if you were not connected. The mutual visibility and bookability of objects as well as any existing Co-Owner-Connections will thus also be cancelled. However, if you disconnect with someone, this person still might be able to see your acommodation, if you have a common direct contact and if yur accommodation is set for indirect contacts.

Why do I need to connect with other users?

Palitree is a sharing network. As with any social network, the more people you connect with, the greater the benefits. As soon as you are registered as a user, it is therefore important to connect with others - only in this way can you see the objects of other members. And only then the objects offered by you are visible or bookable by others.

What is the difference between direct and indirect contacts

Direct contacts are other members on Palitree with whom you are directly connected. A connection (= direct contact) on Palitree corresponds to what are "friends" on Facebook.
Indirect contacts are all contacts of your own direct contacts. In other words, the "friends of your friends", if your friends are networked with them on Palitree.

Why is there a distinction in direct contacts between "family", "friends" and "acquaintances"?

This corresponds to the reality of life, because we have different social proximity or different trust to our social contacts. Therefore it is up to you whom you classify as "family" (e.g. you can also classify a very close friend as "family" and a cousin, to whom you have hardly any contact, only as "acquaintance"). By default, new contacts are assigned to the category "acquaintances". You can change the contact category in the profile view of the respective user.
On Palitree, this distinction is relevant because you can not only set different discounts for the different categories, but you can also share your objects for example only for "family" and "friends", but not for "acquaintances".

How do I communicate with other users?

The message function enables you to communicate with your networked contacts. Via the message function you can exchange details about advertised objects and coordinate your bookings with each other. Messages at Palitree are always object-related and can only be exchanged if they relate to a object listing. (We do not intend to substitute WhatsApp :-) ).

Can I contact a host, before sending a reservation request.

Yes. The messaging function is always available to all registered users.

Will it be seen by another user, if I have rejected (ignored) his contact request?

No. The connection status will be shown to him / her as "answer pending".

How many objects can I offer?

Every registered user can offer any number of accommodations for rent. For each object certain mandatory fields (among other things exact address, at least 1 photo) are necessary. Before the accommodation is visible and bookable for other users, it must be activated. By default a new object is visible for direct and indirect contacts, but you can set this individually.

How do I determine, who is allowed to see and book my offering?

Only users with whom you are connected on the Palitree platform can book your ad (direct or indirect contacts). However, you can further restrict this for each advertisement individually in the detailed settings of the respective object under "Prices and bookability". For this you can remove or set the check mark for each of the contact categories family, friends, acquaintances. You can also deselect the bookability for indirect contacts here.
However, we generally recommend that you also allow bookability for indirect contacts, otherwise the circle of potential guests will be smaller and you will receive fewer booking requests.

To whom is my offer visible?

You can set the bookability for each ad individually, as described above. Only if a user is authorized to book your object, he can see the complete advertisement with all details. For all your other direct and indirect contacts who do not have a booking authorisation, the visibility is limited to the first picture, the title and the location of the accommodation. Further details are not displayed. Users who are not directly or indirectly connected to you will not be able to see your ad on the Palitree platform at all.

Why can I add a "Co-Owner" to my accomodation?

This function is useful if your object belongs to several persons with equal rights (i.e. there are several "co-owners", for example an inherited holiday home). If you select more hosts for your property, they can offer your property within their own Palitree network as if they were the hosts themselves. Instead of booking it from you, they can then occupy the object on an equal footing with you via the internal calendar. And you can use our smart calendar tool together: Overlapping occupancy requests are immediately apparent. You can solve them quickly and efficiently via the integrated "host chat" and convert them into binding bookings. As a host, you can cancel the assignment of your contacts as "Other hosts" at any time.

Can the other "Co-Owners" also modify details of my listing?

Your "Co-Owner" do not have the right to change the listing or the object-related settings. Such changes remain reserved to you as the main host. You can only make calendar entries yourself, i.e. reserve/enquire for yourself or make a firm booking. They also become part of the co-owner chat.

How quickly do I need to respond to a booking request?

Of course this is up to you, but we recommend to answer them as quickly as possible, ideally within less than 2 days. Even if you cannot yet confirm a booking yet, your potential guest will be happy to receive at least a message from you.

How do I manage discounts or special offers?

On the one hand, you can set standard discounts for the categories "Family" and "Friends" in the detail settings under "Prices & Bookability". They will then see the reduced price from the beginning, i.e. already during the search. On the other hand, you can set an individual discount when confirming a booking request.

Which forms of payments are available?

Palitree offers its users a secure payment system for the processing of your bookings via the payment provider Stripe. There are currently two payment methods: credit card and SEPA direct debit. Currently only Mastercard and Visa are supported as credit cards.

What is he role of the payment provider "Stripe Inc."?

Payment processing at Palitree is subject to strict European standards and regulations. In order to offer you the highest level of security as a guest and host, Palitree organizes the payment processing for your bookings via the specialized payment provider Stripe. The advantage: All payments are processed via Stripe accounts. Palitree never receives or holds money from its customers.

How are the payment procedures at Palitree?

As a guest you will only be charged the total price of the booking 21 days before the start of the journey at the earliest, even if you have booked well in advance. Your payments will then be parked with our payment provider Stripe until you have started your journey. Only one day after the start of the trip will Stripe pay the host. This payment process takes place completely outside of Palitree. Although Palitree retains the service fees from the transactions, it never receives or holds money from its customers.

What has to be considered when "offline payment" is agreed?

Palitree recommends that you use the Palitree platform for payment processing. In the case of manual processing, you must agree the details of the payment with your host or guest. Please make sure that the coordination of the payment processing takes place exclusively via the message function of the platform. We warn against transferring money to people you don't know.

Can my host ask for an additional payment on top of the agreed price?

The price at which the guest books the object is binding. In principle, hosts must state all relevant costs, taxes and fees of the accommodation in their advertisement or include them in the booking price. However, in individual cases it may happen that your host asks you to pay a local tax (e.g. visitor's tax) or similar.

As a host, when do I receive my money from the guest?

hen your property is booked through Palitree, the booking price will be paid to you after deduction of the Palitree service fees. This payment will only be made one day after your guest's departure. Usually you will receive your money immediately. However, in some cases our payment provider may need a little more time, especially if there are less than 14 days between the booking and the start of the trip. Due to the delayed payment, guest and host have time after the start of the trip to ensure that everything is as expected.

I received an email, that the release of my money is blocked. What should I do?

It may happen that our payment provider needs further information from you in order to arrange the payment to you. Then we will inform you by e-mail which data we need exactly. If you have not yet sent us any photos of your ID or passport, the request will usually refer to this. However, other information may be missing or inconsistent or our payment service provider may not be able to identify you. Please make sure that we receive the missing information as soon as possible so that we can arrange payment as soon as possible.

As a guest, when do I need to pay?

As a guest you commit yourself to pay your booking at the moment of the binding booking. However, we will only charge your credit card 21 days before the start of the trip with the total price of the booking, even if you have booked well in advance. If there are less than 21 days between your booking and the scheduled start of the trip, your credit card will be charged immediately.

Am I obliged to offer an accomodation myself?

No. Of course you can register, in order to become "only" a future guest of the accomodations, being offered by your network. Your friends and the friends of your friends will be happy to have you as a trustworthy guest, bceause our slogan is "trust & share". And you may put your on offer online at any moment in time in the future.

How can I register on Palitree?

The registration can be done by manually entering the required data (only email, first name, last name, password) or alternatively via the authorization services of Google or Facebook. The account is activated via a confirmation e-mail. In order to make a booking or offer an object, certain additional mandatory information must be provided after registration in order to comply with legal regulations.

Can I use Palitree with registering as a user?

No. Since we are "crossover" between a social network and a transaction platform, only registered members can see and book accomodations, list an object or connect with other members.

Do I need to register with my full (legal) name?

Yes! Security & trust is our top priority. If you register on Palitree, you have to do so with your real identity. Every user undertakes to ensure that all data used in creating the profile and advertisement is accurate and complete.

How do I register via Google or Facebook?

After registering via Google or Facebook, you will be able to log in easily in the future. You can also activate your Google or Facebook login later after you've decided to register manually. And you can view or remove the link at any time in the settings of your Google or Facebook account.

Why do I get an error message when trying to register via Facebook?

If you have chosen to register via Facebook, Palitree needs your email address to be approved. You must not deselect this release during the registration process. In this case, registration via Facebook will only work again after you remove the link to Palitree from your profile settings on Facebook. You can find this function on facebook under the following path: Settings->Apps and Websites->Logged in with Facebook.

How do I delete my account on Palitree?

Go to "My Profile / Settings" and press the "Delete Profile" button [Note to beta users: not yet active]. Or: Write us an e-mail to contact@palitree.com with the order to delete your account. After receiving your confirmation we will delete your Palitree user account.

What happens with my data?

We use your data exclusively for our own purposes on the platform, in accordance with the provisions of the DSGVO and our data protection regulations. Our platform is hosted in Germany on certified servers. We neither pass this data on to unauthorized third parties nor use it for advertising purposes. You can have your account deleted at any time.

Why do I need to enter my birth date and address?

Your date of birth and detailed address with street and house number are required to authenticate you to Palitree or our authorized payment service provider. These details are not visible to any other users, unless the address given in the profile is also the address of an advertised object. In this case, your street and house number will be displayed as soon as a user makes a binding booking for the object on the Palitree platform.

Why do I need to upload a copy of my ID / passport?

Due to legal requirements or to increase security, we may need to receive photos of your passport or identity card to verify your identity. We also perform this query on behalf of our payment service provider Stripe, which is obliged for regulatory reasons to verify the identity of our hosts. It is possible that you may not be able to use certain features of the Palitree platform until your identity has been verified in this way at Palitree.

What should I do if I am asked to upload a picture of my ID?

In the settings for your user account under the menu item "Identification" you can upload photos of the front and back of your identity card or the first two pages of your passport to us. You can either select photos that have already been created as files or, if you are using a mobile device, create new photos directly using the photo function of the device. Possible formats are JPG, GIF, PDF. Please make sure that your document has been completely captured on the photos. In addition, the photos must be so sharp that all details can be easily recognized.

What can I do if I suspect fraud or irregular activity?

In such cases, please contact us immediately at the e-mail address contact@palitree.com

What are "Palis" (bonus points) and how can I get them?

"Palis" are bonus points, similar to Payback points or Lufthansa miles, which you can receive free of charge from the platform as a "reward" (depending on your activities on the platform). Palis cannot be "bought" (or exchanged with others), but will be credited to your account (e.g. by entering a voucher code, inviting new friends or your invited friends to rent a room. More about this in our AGB). You can see your "account balance" on the home page (dashboard) as well as in your user profile.

What can I use my Palis for and how much are they "worth"?

Palis do not represent Euros (or Dollars), but can be used as discount vouchers under certain conditions when you make a booking on Palitree. Example: You make a booking for 250 EUR in a friend's apartment and have 180 Palis. Then you could pay up to 50% of the booking price with Palis, i.e. you would only pay 125 EUR and give 125 Palis. We, i.e. Palitree, would then refund the difference to the landlord, i.e. the landlord receives his 250 EUR (less 3% transaction fee). A Pali can be worth one Euro. ATTENTION: Palis are not Euros! Not every received Pali can be used immediately and there is no legal claim that your Pali can be used as a discount voucher! So that Palis can be used as discount vouchers, they must be "re-leased" by us, otherwise they are NOT usable! Palis can never be exchanged directly into Euro, i.e. paid out in cash (This answer is for your information only; our terms and conditions apply).

Why do "Palis" first have to be "released" and how does this happen?

We are a young platform and we want to reward users who contribute to the growth and use of the plat-form. In order to be able to use the Palis meaningfully, first of all sufficient Palis must be "accumulated". Therefore we have decided that Palis can be used as discount vouchers (1 Pali = 1 Euro) from 15.12.2019 at the earliest (if necessary also later). In addition, we also want to prevent fraud or abuse; i.e. we have to make sure that e.g. no fake accounts are created or that an accommodation, which your friend has put online (and for which you would get Palis), really exists or is not removed from the platform after a week. You will receive the "release" of Palis to be used as discount vouchers from time to time by us via email or in your user profile. Such a release can also apply only to a fraction of the Palis received until then; and it will be made according to the respective program conditions. Only then you can use this Palis! Therefore we repeat again that Palis are not Euro credits!

How many Palis can be earned for which activity?

Currently (August 2019 to December 2019) you can earn Palis for the following activities: If you (as a regis-tered user) invite a person who is not yet registered as a friend via an "Invite Link" (on the "My Network"-page), and this person registers, you will receive 5 Palis as an Inviter. If a person invited by you puts an accommodation online, you will receive another 15 Palis; and the invitee, who put online is apartment, will also receive 15 Palis (In order to prevent fake accounts or fake objects, the friend and the object must remain registered (active) for at least four months, otherwise these Palis will be deducted from your ac-counts again! We also reserve the right to carry out an "authenticity check".)
For example, if you bring twelve of your friends to the platform and four of them set up an overnight ac-commodation, you will receive 120 palis in total, which can then be used to buy up to 120 EUR discount vouchers.

How does a voucher code work?

Selected user groups can also receive a voucher code (e.g. XYZ123). These vouchers codes have different values between 10 and 75 Palis; if you enter this code, you will receive the corresponding credit to your Pali account. One code per user can of course only be entered once. Passing on voucher codes to third parties is not allowed!

Is there a Limit on Palis? Can the Palis expire?

According to the current program conditions, the maximum number of Palis, one user can accu-mulate, is 300. Additionally, all Palis credited before 31.03.2020 must be used by 31.12.2020 at the latest, otherwise they expire. However, we will adjust this expiration period if necessary and in-form you in any case in time.