Terms of service

Welcome to Vakano. By using our website and services, you accept the following terms and conditions:

1. General provisions

You may only use our website in accordance with applicable legislation and these terms of service. You are responsible for complying with all local and international laws, including legislation on copyright, trademarks and personal data.

2. Use of the website

You must not:

• Use it for unfair or offensive purposes
• Post harmful code or viruses
• Disrupt or sabotage our services
• Copy or pass on information without permission
• Send or ask for contact or payment details in the chat — for example phone numbers, email addresses, account numbers, IBANs, card numbers or MobilePay

3. Reviews — who writes them, and what we do

By using Vakano you accept these terms, including the rules for reviews.

A review of a holiday home can only be written by a guest who has a confirmed booking for that specific home. A review of a stay (the other way round) can only be written by the host the guest actually stayed with, and only after the stay has ended. That is how we make sure the reviews are genuine: they rest on a stay that took place, not on an assertion.

All reviews are reviewed and approved by an administrator before they are published. Until then they are visible to no one — neither to the person who wrote them nor to the person they are about. An administrator can also reject a review or later remove one that has been published. The decision is recorded with the time and who made it.

We show facts about a stay — not a grade of a person. There are no stars, no overall rating and no automatic rejection of anyone. A guest can always see what has been written about her and have it deleted; see the privacy policy.

It is not allowed to write a review in order to harm someone, to write about a stay that did not take place, or to put sensitive personal information into a review. We remove a review that breaks the rules.

4. The platform's role as an intermediary

5. Your own responsibility

You are responsible for your own actions when you use our platform. You should always check the details of each holiday home and its terms before you book.

6. Right of exclusion

We reserve the right to exclude users from the service if they commit serious breaches of the platform's guidelines or default on contracts.

7. Contact and support

If you have questions about our services or terms, you can contact us using our contact form.

8. Changes to the terms

We reserve the right to update these terms. You will be notified of important changes on our website.

9. Jurisdiction

These terms and conditions are to be understood in accordance with Danish law.

10. Deletion of data

If you do not want your data to be used in our systems, you must contact us via our contact page.

11. Private information in the chat

It is not permitted to exchange contact or payment details in the chat.

The chat is for agreeing on a stay. Phone numbers, email addresses, account numbers, IBANs, card numbers and payment requests do not belong there — not even if both parties agree to it. We remove them automatically, and the person who wrote can see in the thread that something was removed and why.

Every attempt is recorded so that we can see repeats. We do not store the phone number, email address or account number that was written — only what kind of information it was, when, which conversation, and a short pseudonymous trace. After 3 attempts the account is marked, and our administrators can see it; after 5 attempts the account is blocked from booking and from writing in the chat. You can still log in, search and view holiday homes.

An administrator can lift the block. If you believe it happened by mistake, or you wish to complain, you can contact us through the contact form.

The legal basis is legitimate interest (Article 6(1)(f)): we want to prevent fraud where payment is moved outside the platform. You can read what we store, and for how long, in the privacy policy.

12. Service fee and payment deadline

The fee of DKK 50 falls due when the stay has been completed. The payment deadline is 14 days. If the fee is not paid within the deadline, it is increased by DKK 50 to DKK 100, and only once it has been paid can bookings be taken on your homes again. You will be notified before the increase takes effect.

The fee is Vakano’s payment for arranging and administering that particular booking — not for your rent, and not for the guest’s stay. It only arises once the stay has been completed, that is, once the departure date has passed. We do not ask you for money before then, and there is no "awaiting payment" while the guest is in the home. We store no card details, and nothing is drawn from your account automatically: you pay yourself through the payment link or the invoice you receive.

The 14-day deadline is counted from the day you receive the request to pay. We send it no earlier than the day after departure, and it states both the amount and the expiry date of the deadline.

You will be told before it becomes more expensive. First a reminder, which costs nothing, and then a final notice stating the date on which the increase takes effect and what it means. The extra DKK 50 is a reminder fee under the Danish Interest Act (renteloven), it is charged only once per booking, and it can never exceed DKK 100 in total — that is the limit the law sets for a reminder fee charged to a consumer.

If you still do not pay, your homes are blocked for NEW bookings: they can be seen and found in search, but a guest cannot book them. We do not close your chat — you must be able to talk to guests during stays that are already under way. A booking request that is already there can still be confirmed, because the guest asked before the block was imposed.

The block is lifted as soon as an administrator has registered your payment — whether you paid DKK 50 or DKK 100. You can see the block and the date on your own page, and you can always contact us.

The information about the fee, the payment deadline and the increase forms part of the agreement and is given before you accept a booking. You receive it in writing in the confirmation, so that you can keep it.

Right of withdrawal: the agreement on the fee is entered into when you accept a booking, and we give you the information about the right of withdrawal in the confirmation. If you withdraw before the service has been delivered, you pay only for the part of the work we have carried out up to that point. Once the stay has been completed, the service has been delivered, and the fee covers work that has been carried out.