1. Acceptance of Terms
By accessing, browsing, or using MRHK.CO (the "Platform"), you acknowledge that you have read, understood, and agree to be bound by this Service Agreement ("Agreement") and our Privacy Policy. If you do not agree to these terms, you must not use the Platform.
2. Platform Services
MRHK.CO provides an online marketplace that connects property owners ("Hosts") with individuals seeking short-term rental accommodations ("Guests"). We facilitate the listing, discovery, and booking of properties but are not a party to the actual rental agreements between Hosts and Guests.
2.1 Our Services Include:
- Technology platform for property listings and bookings
- Payment processing and booking management
- Messaging system for Host-Guest communication
- Customer support and dispute resolution services
- Identity verification and safety measures
2.2 Platform Limitations:
- We do not own, operate, manage, or control any properties listed on the Platform
- We do not own, manage, or control physical access to any property, including door locks, key lockboxes, smart lock systems, or any other access mechanism. Access credentials are provided directly between Hosts and Guests and are outside our control.
- We are not responsible for the condition, safety, legality, or accuracy of listed properties
- We do not guarantee the performance or conduct of Hosts or Guests
3. User Registration and Accounts
To list properties or book accommodations, you must create an account by providing accurate, current, and complete information. You agree to:
- Provide truthful and accurate information during registration
- Maintain and update your account information
- Keep your login credentials confidential
- Be responsible for all activities that occur under your account
- Notify us immediately of any unauthorized use of your account
- Be at least 18 years old and legally capable of entering binding contracts
4. Property Listings and Host Responsibilities
As a Host, you agree to:
- Provide accurate, complete, and up-to-date information about your property
- Ensure your property meets all applicable safety, health, and legal requirements
- Comply with all local laws, regulations, zoning requirements, and short-term rental permit requirements
- Honor confirmed bookings and provide accommodations as described
- Maintain your property in a clean, safe, and habitable condition
- Respond promptly to booking requests and Guest communications
- Respect guest privacy and comply with applicable surveillance restrictions
4.1 Booking Approval and Anti-Discrimination
Hosts who use the request-to-book feature may decline booking requests only for lawful reasons, including but not limited to: dates unavailable, Guest does not meet stated minimum requirements, or the Host's property rules are not satisfied. Hosts may not decline booking requests on the basis of race, color, national origin, religion, sex, disability, familial status, sexual orientation, gender identity, source of income, or any other characteristic protected by applicable federal, state, or local law, including the Fair Housing Act (42 U.S.C. § 3604) and applicable state statutes.
Hosts found to have declined bookings based on protected characteristics, or who exhibit a pattern of suspicious declines, may have their listings suspended or permanently removed from the Platform and may be subject to reporting to applicable regulatory authorities. Guests who believe a booking was wrongfully declined may submit a complaint to disputes@mrhk.co.
4.2 Payout Code and Check-In Obligation
By listing a property on the Platform, the Host acknowledges and agrees that the Payout Code mechanism described in Section 5.3 is a material term of every booking made through the Platform. The Host's approval of a booking request constitutes the Host's knowing acceptance of this payment structure.
5. Booking and Payment Terms
5.1 Contract Formation
The booking process creates a binding contract between Host and Guest as follows:
- Offer: A Guest submits a booking request for specific dates at the displayed price.
- Acceptance: The Host approves the booking request. A binding contract between the Host and Guest is formed at the moment of Host approval. The Platform facilitates but is not a party to this contract.
- Agreed Price: The price displayed to the Guest at the time of booking is the complete, all-inclusive amount the Guest is obligated to pay. No additional fees will be added at checkout. The Platform's service fee is included within the displayed price and is not a separate charge.
- Performance: The Guest's performance of the payment obligation is accomplished by submitting the Payout Code at check-in, as described in Section 5.3.
By making a booking request, the Guest agrees to be bound by the full displayed price upon Host approval, regardless of whether the Guest subsequently submits the Payout Code.
5.2 Pricing and Fees
The price displayed to Guests on the Platform is the complete, final price for the accommodation, inclusive of all Platform service fees. Guests will not be charged any additional fees beyond the displayed price except as separately and explicitly disclosed prior to booking confirmation (for example, locally required transient occupancy taxes collected by the Platform as a marketplace facilitator, if applicable).
The Platform retains a service fee from the total amount collected. Hosts receive the accommodation rate as displayed in their listing management dashboard, net of the Platform's service fee. The fee structure is disclosed to Hosts at the time of listing creation and in their account settings.
5.3 Payout Code: Payment Capture and License to Occupy
IMPORTANT — PLEASE READ CAREFULLY:
The Payout Code is the mechanism by which payment is captured and by which the Guest's contractual right to occupy the property is activated. Receiving access credentials from a Host does not, by itself, authorize the Guest to enter or occupy the property. The Guest's license to occupy arises only upon the Guest presenting the Payout Code to the Host at check-in. The act of presenting the code is the Guest's explicit authorization of payment and performance of their contractual payment obligation.
The Payout Code process operates as follows:
- At the time of booking approval, a unique Payout Code is generated for the booking and made available to the Guest through the Platform in their booking confirmation.
- At check-in, the Guest presents the Payout Code to the Host. This act is the Guest's explicit authorization of payment and constitutes the Guest's performance of their payment obligation under the booking contract. The Guest's license to occupy the property for the agreed booking period is activated at the moment the Guest presents the code to the Host.
- The Host enters the Payout Code into the Platform. This triggers the capture of the full booking amount from the Guest's payment method on file. The Host's entry of the code is confirmatory — it records the Guest's prior act of presenting the code and processes payment accordingly.
- Following the Guest's checkout and the expiration of any applicable dispute window (see Section 9.1), the Host's share of the collected amount is released to the Host.
5.4 Unauthorized Occupancy
A Guest who enters or occupies a property without having first presented the Payout Code to the Host has no contractual license to occupy that property, regardless of any access credentials in the Guest's possession. Such entry or occupancy:
- Constitutes a material breach of this Agreement and of the binding booking contract;
- May constitute trespass under applicable civil and criminal law;
- Does not relieve the Guest of the obligation to pay the full agreed booking amount; and
- Entitles the Host and the Platform to pursue all available legal remedies, including civil claims for damages and, where applicable, criminal trespass proceedings.
The Platform reserves the right to immediately suspend or terminate the account of any Guest found to have occupied a property without Payout Code submission, and to cooperate fully with law enforcement and the affected Host in any resulting legal proceeding.
5.5 Payout Code Withholding After Completed Stay
A "Completed Stay" means a stay during which: (a) the Guest presented the Payout Code to the Host at or before check-in; (b) the Host entered the code into the Platform; (c) the Guest occupied the property for the agreed booking period or a portion thereof; and (d) the Guest departed the property at or before the scheduled checkout time.
Following a Completed Stay, the Guest's payment obligation is fully due and cannot be reversed except through the Platform's dispute process set out in Section 9. A Guest may not initiate a chargeback or dispute with their financial institution as a substitute for or in lieu of the Platform's dispute process.
Automatic Payout Release: If no dispute is initiated by the Guest within 24 hours of scheduled checkout, or if an initiated dispute is resolved in the Host's favor, the Platform will release the Host's payout. If a dispute is initiated, Host payout will be held pending resolution per Section 9.2.
6. User Conduct and Prohibited Activities
You agree not to:
- Violate any applicable laws, regulations, or third-party rights
- Post false, misleading, or fraudulent information
- List properties you do not have the legal right to rent
- Discriminate against any individual based on protected characteristics (see Section 4.1)
- Engage in harassment, abuse, or threatening behavior
- Attempt to circumvent our booking and payment systems, including presenting a false, invalid, or fabricated Payout Code to a Host
- Enter or occupy a property without having first presented a valid Payout Code to the Host (see Section 5.4)
- Withhold a Payout Code, or refuse to present one to the Host at check-in, as a means of avoiding payment for an intended or anticipated stay
- As a Host, enter a Payout Code into the Platform that was not presented to you by the Guest for the booking in question
- Use automated systems to access or collect data from the Platform
- Interfere with or disrupt the Platform's operation
7. Intellectual Property
By uploading, posting, or providing any content to the Platform, you grant MRHK.CO a perpetual, irrevocable, worldwide, royalty-free license to use, reproduce, modify, and distribute such content. You represent that you own all rights to the content or have obtained necessary permissions.
8. Privacy and Data Protection
Your privacy is important to us. Our collection, use, and protection of your personal information is governed by our Privacy Policy, which is incorporated into this Agreement by reference. By using our Platform, you consent to our data practices as described in the Privacy Policy.
9. Dispute Resolution
9.1 Dispute Process
Initiation: Users may initiate disputes through their account dashboard by accessing their booking details and selecting "Report an Issue" or "Start Dispute." Disputes must be initiated:
- For Guests: During their stay or within 24 hours after scheduled check-out
- For Hosts: Within 48 hours after the issue occurs or guest check-out
Important — Payout Code and Disputes: A Guest who has presented the Payout Code to the Host and wishes to dispute the quality or condition of the stay must use the Platform's dispute process. Presenting the Payout Code does not waive the Guest's right to dispute a stay through the Platform; the Platform's dispute process is the exclusive means by which such disputes must be raised. Initiating a chargeback with a payment provider as a substitute for the Platform dispute process may be treated as a breach of this Agreement.
A Guest who claims dissatisfaction with a property must still present the Payout Code to the Host at check-in and initiate a dispute through the Platform concurrently or immediately thereafter. Withholding the Payout Code from the Host is not a permissible means of expressing dissatisfaction and will be treated as a payment default, not a dispute, regardless of the Guest's stated reasons.
Disputed Payout Code Presentation: Where a Host has not entered a Payout Code and the Guest claims to have presented it, or where a Guest denies having presented a code that a Host has entered, the Platform will investigate using available evidence including booking records, platform messaging, and the parties' written accounts. The Platform's determination in such cases will be made in good faith on the evidence available and is subject to appeal through the arbitration process in Section 9.6.
Dispute Categories Include:
- Property condition issues or material misrepresentation
- Safety and security concerns
- Cleanliness problems
- Missing or non-functional amenities that were advertised
- Host or Guest conduct violations
- Payment and booking issues
- Cancellation disputes
- Unauthorized occupancy claims
9.2 Timeline Requirements
Response Times:
- Host Response: 2 hours for urgent safety issues; 24 hours for standard disputes
- Guest Counter-Response: 48 hours to accept or reject Host's proposed resolution
- Platform Review: 3–5 business days for customer service investigation and decision
- Final Resolution: Maximum 10 business days from dispute initiation to final decision
Payout Hold During Disputes: When a Guest initiates a dispute within the required window, the Host's payout will be held pending resolution. If no dispute is initiated within 24 hours of scheduled checkout, or if the Guest fails to respond within required timeframes, the Platform will release the Host's payout. A Host whose payout is released is not absolved of liability for a subsequently substantiated dispute claim, but the financial remedy in such cases is limited to refund from the Host directly.
Escalation Triggers:
- Host fails to respond within required timeframe
- Guest rejects Host's proposed resolution
- Safety issues requiring immediate platform intervention
- Disputes involving potential policy violations
9.3 Evidence Requirements
Required Documentation:
- Photos: Clear images showing the issue (maximum 10 images, 5MB each)
- Videos: Video evidence if applicable (maximum 2 minutes, 50MB each)
- Descriptions: Detailed written explanation of the issue (maximum 2,000 characters)
- Communication Records: Relevant messages between Host and Guest
- Receipts: Documentation of expenses incurred due to the issue
- Third-Party Reports: Police reports, medical records, or professional assessments when applicable
Evidence Standards:
- Evidence must be submitted within 72 hours of dispute initiation
- Photos and videos must include timestamp verification when possible
- All evidence must be relevant to the disputed issue
- False or manipulated evidence may result in account termination
9.4 Platform's Role in Dispute Mediation
MRHK.CO's Responsibilities:
- Provide a secure platform for dispute submission and communication
- Facilitate communication between disputing parties
- Review evidence and make determinations based on platform policies
- Process approved financial remedies and refunds
- Maintain detailed records of all dispute proceedings
- Apply appropriate account actions (warnings, suspensions, terminations)
Platform Limitations:
- We cannot guarantee resolution in favor of any particular party
- We are not liable for damages beyond our platform fees and direct costs
- We cannot compel compliance with resolutions by either party
- We reserve the right to decline to mediate disputes involving alleged legal violations, which must be referred to appropriate legal or law enforcement channels
9.5 Financial Remedies and Compensation
Available Remedies:
- Partial Refunds: Proportional to the verified impact of the issue on the stay
- Full Refunds: For cases where the property is uninhabitable or materially misrepresented
- Alternative Accommodations: Platform assistance in finding comparable properties
- Service Fee Waivers: Waiver of platform fees in appropriate cases
- Host Penalties: Financial penalties for hosts who violate platform policies
- Expense Reimbursement: Reimbursement for reasonable, documented expenses incurred due to verifiable host failures
- Important: MRHK.CO does not provide insurance coverage or host protection programs. Any compensation is at our sole discretion based on our terms of service and is limited to the specific circumstances outlined below.
Refund Processing:
- Approved refunds processed within 5–10 business days
- Refunds issued to original payment method when possible
- Platform fees may be waived separately from accommodation refunds
- Host payouts may be withheld pending dispute resolution
Compensation Limits:
- Maximum compensation limited to total booking value plus reasonable, documented expenses directly caused by the disputed issue
- Platform liability capped at $5,000 per incident unless otherwise required by applicable law
- No compensation for indirect damages, lost profits, or emotional distress
- Platform dispute decisions are final unless appealed through binding arbitration per Section 9.6
Host Chargeback Liability
CHARGEBACK RECOVERY POLICY:
- Hosts are liable for 100% of successful chargebacks attributable to their booking, plus any associated payment processor fees
- MRHK.CO will provide written notice to the Host prior to any clawback deduction, with a minimum of 5 business days' notice before deduction from future payouts
- If future payouts are insufficient to cover the amount owed, the Host authorizes MRHK.CO to debit the bank account on file for the outstanding balance, subject to at least 5 business days' prior written notice
- Hosts may dispute a proposed clawback by submitting evidence to disputes@mrhk.co within the notice period
- Chargeback liability survives termination of this Agreement for the period permitted by the applicable payment processor (typically up to 540 days after the original transaction)
9.6 Binding Arbitration
Informal Resolution First: Before initiating arbitration, the disputing party must provide written notice to the other party and to MRHK.CO at legal@mrhk.co describing the claim and the relief sought. The parties must make a good-faith effort to resolve the dispute informally for at least 30 days following such notice.
Arbitration Requirement: If a dispute cannot be resolved through our platform mediation process or the informal resolution period, any remaining claims must be resolved through binding arbitration rather than in court, except where prohibited by law.
Arbitration Process:
- Administrator: American Arbitration Association (AAA) under its Consumer Arbitration Rules, or a mutually agreed equivalent
- Location: Arbitration conducted virtually or in the county where you reside
- Costs: MRHK.CO pays AAA filing and administrative fees for claims under $10,000, provided the claim is not determined to be frivolous
- Decision: The arbitrator's decision is final and binding and may be entered as a judgment in any court of competent jurisdiction
Exceptions to Arbitration:
- Small claims court disputes (within applicable monetary limits)
- Injunctive or declaratory relief to protect intellectual property rights
- Claims related to the enforceability of this arbitration clause
Class Action Waiver: You agree that disputes will be resolved individually and not as part of a class action, collective action, or representative proceeding. This waiver does not apply where prohibited by applicable law.
9.7 Platform Liability Limitations
Disclaimer of Warranties: THE PLATFORM IS PROVIDED "AS IS" WITHOUT WARRANTIES OF ANY KIND. WE DISCLAIM ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT.
Limitation of Liability: TO THE MAXIMUM EXTENT PERMITTED BY LAW:
- MRHK.CO's total liability for any dispute is limited to the amount of platform fees paid in connection with the booking giving rise to the claim
- We are not liable for indirect, incidental, special, consequential, or punitive damages
- We are not responsible for Host or Guest conduct, property conditions, physical access mechanisms, or third-party actions
- We do not guarantee the accuracy of listings, availability, or pricing
Indemnification: You agree to indemnify and hold harmless MRHK.CO, its officers, directors, employees, and agents from any claims, damages, losses, or expenses (including reasonable attorneys' fees) arising from your use of the Platform, your violation of this Agreement, your violation of any applicable law, or your violation of any third-party rights.
Force Majeure: We are not liable for delays or failures in performance due to circumstances beyond our reasonable control, including natural disasters, government actions, or technical failures.
10. Account Termination
10.1 Termination by You
You may terminate your account at any time by contacting us or using the account termination feature in your account settings. Termination does not relieve you of payment obligations for confirmed bookings or outstanding fees.
10.2 Termination by MRHK.CO
We may suspend or terminate your account immediately, with or without notice, for:
- Violation of this Agreement or platform policies
- Fraudulent, illegal, or harmful activity
- Repeated policy violations or disputes
- Safety concerns or risk to other users
- Non-payment of fees or chargebacks
- Unauthorized occupancy of a property without Payout Code submission
- Discrimination in booking approvals based on protected characteristics
10.3 Effect of Termination
Upon termination:
- Your access to the Platform will cease immediately
- Active bookings may be cancelled according to applicable policies
- Outstanding fees and payment obligations remain due and enforceable
- Our license to your content continues as specified in Section 7
- Dispute resolution, payment, liability, and indemnification provisions survive termination
11. Changes to This Agreement
We reserve the right to modify this Agreement at any time. Material changes will be communicated through:
- Email notifications to registered users
- Prominent notices on the Platform
- Updated posting with new effective date
Your continued use of the Platform after the effective date of material changes constitutes acceptance of the modified Agreement. If you do not agree to the modified terms, you must cease using the Platform.
12. Governing Law and Jurisdiction
This Agreement is governed by the laws of the State of California, without regard to conflict of law principles. For disputes not subject to arbitration, you consent to the exclusive jurisdiction of the state and federal courts located in California.
Note: Governing law jurisdiction must be confirmed with legal counsel prior to public deployment of this Agreement.
13. Contact Information
If you have questions about this Agreement or need to contact us regarding disputes, please reach us at:
Customer Support: support@mrhk.co
Dispute Resolution: disputes@mrhk.co
Legal Department: legal@mrhk.co
Effective Date: March 2, 2026
By using MRHK.CO, you acknowledge that you have read, understood, and agree to be bound by this Service Agreement.