General Terms and Conditions (GTC) – WeHome (System Immobilie GmbH)
1. Provider information (legal notice)
These General Terms and Conditions (GTC) apply to the rental of holiday apartments operated under the WeHome brand.
Provider:
System Immobilie GmbH (brand: WeHome)
Marktstraße 65, 68789 St. Leon-Rot, Germany
📩 Email for booking inquiries: info@wehome.at
📩 Email for legal matters: geschaeftsleitung@system-immobilie.com
📞 Telephone: +49 621 490970293
💬 WhatsApp: +30 698 1673283
Commercial Register: Mannheim District Court, HRB 743876
VAT ID: DE 206 008 922
🌐 Website: www.wehome.at
2. Scope & Conclusion of Contract
These terms and conditions apply to bookings made via:
Booking.com
Airbnb
FeWo-direkt
Direct bookings via WeHome (www.wehome.at/buchen)
conclusion of the contract:
Once the booking is completed, a legally binding rental agreement is concluded between the guest and System Immobilie GmbH (brand: WeHome). The rental agreement is subject to the following general terms and conditions.Cancellation policies depend on the chosen booking platform or direct booking rates. By booking, the guest confirms that he has read and accepted these terms and conditions.
Minimum age & booking requirements:
Minimum age: 18 years
Payment requirement: A valid credit card or other payment method accepted by the provider must be deposited.
3. Buchung & Zahlungsbedingungen
Payment obligation:
The full booking price is due immediately after booking.Payment methods:
Credit card, PayPal, payment link, instant bank transfer
Additional fees:
All additional charges (e.g. cleaning, tourist tax) are included in the booking price unless otherwise stated.
3.1 Online check-in & identification requirement
To ensure a smooth stay as well as for security, administrative and legal reasons, each guest is required to provide his/her personal data via the online check-in form provided prior to check-in.
Required information:
Full name
Address
birth date
nationality
Official proof of identity (identity card or passport)
Processing & Data Protection:
This data is processed in accordance with the General Data Protection Regulation (GDPR) and is used exclusively for internal administration, the security of the accommodation and compliance with legal regulations.
Data will only be passed on to third parties if this is necessary for official requirements, tax purposes or debt collection procedures.
Obligation to provide complete data:
Check-in is only considered complete when all overnight guests have submitted the required data.
Right to restrict access:
The provider reserves the right to refuse access to the accommodation if the online check-in has not been completed completely and correctly.
4. Cancellation conditions & withdrawal
Cancellation via third party provider:
The cancellation policies are based on the provisions of the respective booking platform (e.g. Booking.com, Airbnb, FeWo-direkt) and are binding for the guest.
Cancellations for direct bookings:
Direct bookings are binding and non-cancellable unless there is an exceptional hardship (e.g. serious illness, natural disaster, travel ban, each with official proof).
In such a case, a cancellation may be considered as a gesture of goodwill, with a processing fee of €49 being charged.
No-show (failure to show up without cancellation): The full booking amount remains due and no refund is possible.
5. Arrival & Departure (Check-in & Check-out)
Check in:
From 3:00 pm via Smart Lock or key box
Access code will only be released after complete online check-in
Early Check-in: Subject to availability for 30 €, payment in advance required
Check out:
Until 11:00 am, after which a late check-out will be charged
Late check-out: Subject to availability for 35 €, must be confirmed in advance
Late check-out without prior agreement: Charge for an additional night at the full daily rate
6. Use of the accommodation & house rules
Maximum number of people:
The maximum occupancy corresponds to the booking, but a maximum of 4-7 people, depending on the accommodation.
Overcrowding is not permitted and will result in immediate termination of the rental agreement without refund.
Parties & Celebrations:
Strictly forbidden!
Violation: Fine of €1,000 + additional cleaning costs
Smoking ban:
Absolute ban on smoking in all indoor areas
Violation: Fine of 500 € + cleaning costs
Exception: Smoking is only permitted on the balcony (if available).
Attention: Cigarette butts must not be thrown on the ground → Cleaning fee according to effort
Pets:
Only allowed by prior arrangement & for a fee
Violation: If you bring an unauthorized pet, an additional cleaning fee of 150 € will be charged
Damages & Defects:
Defects must be reported within 2 hours of check-in by photo/video via email or WhatsApp.
If no notification is received within 2 hours of check-in, the accommodation will be deemed to have been properly handed over.
Damage discovered after departure:
→ If damage is discovered after departure, it will be checked whether it occurred during the stay. The guest bears the burden of proof if they did not cause the damage.
Processing fee for unreported damage: 79 €/hour
7. Liability & Damages
Liability of the guest:
- The booking guest is liable for all fellow travelers and for all damage caused by him or his fellow travelers.
- All damages must be fully compensated, regardless of whether they were caused intentionally or negligently.
- The guest undertakes to report any damage to the provider immediately by email or WhatsApp.
Claims processing by RedRock Dynamics FZCO
- The processing and handling of claims is carried out by RedRock Dynamics FZCO, Dubai, which acts as an external claims department for WeHome.
- The company is responsible for recording, checking, processing and invoicing damages and coordinating any necessary repairs.
Processing fees:
- Standard claims: €49 per claim
- Damage to fixed parts of the property (e.g. walls, doors, floor coverings): €70 due to increased processing costs
- If more complex coordination with third parties (e.g. tradesmen or insurance companies) becomes necessary, an additional processing fee may be charged. This will be communicated to the guest in advance.
Subsequent charge to credit card/deposit:
- The guest expressly agrees that damages, violations of the house rules and additional cleaning costs can be charged to the credit card or deposit provided at the time of booking.
- Process of debiting:Before a debit, the guest will receive a written notification by email or WhatsApp with:
- Description of the damage
- The estimated costs
- The planned debit date
- The guest has 48 hours to object or provide evidence that he or she did not cause the damage.
- If no objection or proof is made, the amount will be automatically debited after the 48-hour period has expired.
- The guest expressly waives the right to reverse such a charge through his bank, provided that the provider has verifiably documented the damage and reported it in a timely manner.
Late Payment & Debt Collection:
- If the credit card cannot be charged, the guest will be given a one-time payment period of 7 days.
After this period has expired, the matter will be automatically handed over to Creditreform Inkasso unless the damage was covered by the deposit.
- If RedRock Dynamics FZCO manages the deposit and the amount of damage exceeds the deposited sum, the difference will be claimed by System Immobilie GmbH and, if necessary, forwarded to a debt collection agency.
- The guest bears all collection costs and reminder fees.
Liability limit:
- No liability limit: The guest is liable for all damage caused by him or his fellow travelers
- Exceptions: Normal wear and tear and force majeure are excluded from liability.
8. Data protection & storage of customer data
Stored data:
Name, address & email: Stored for 1 year after check-out for internal administration and invoice verification.
E-mail for marketing purposes: Storage for 10 years, unless the guest actively objects (opt-out possible at any time).
Payment data: Storage only during the stay, deletion at the latest 1 week after check-out.
ID data: Storage in accordance with official requirements, then deleted immediately.
Damage documentation: Storage for 3 years if a damage case has occurred or a legal dispute is expected.
Data processing by RedRock Dynamics FZCO:
To process claims and billing, relevant booking and claim data is forwarded to RedRock Dynamics FZCO, Dubai.
This data is used exclusively for claims settlement and is subject to the applicable data protection regulations.
RedRock is entitled to save the data for internal processing, auditing and billing purposes and to retain it for a further 3 years after the damage case has been resolved.
Disclosure to third parties:
No disclosure to third parties, except when necessary for:
Debt collection procedures (e.g. Creditreform receives name, address, date of birth).
Regulatory requirements if there is a legal obligation.
Marketing & Opt-out:
The guest agrees to the use of his e-mail for offers, but can object at any time (opt-out).
Opt-out requests can be sent by email to info@wehome.at.
Guest rights according to GDPR:
The guest has the right to information, correction or deletion of his personal data.
Requests for data information or deletion should be sent to info@wehome.at.
Personal data will be deleted within 30 days of the request, unless there are statutory retention periods to the contrary.
9. Final provisions & place of jurisdiction
Applicable law:
German law applies unless mandatory foreign consumer law conflicts with it.
Place of jurisdiction:
The place of jurisdiction is Heidelberg, Germany, to the extent permitted by law.
If statutory consumer protection regulations stipulate another place of jurisdiction, this place of jurisdiction shall take precedence.
Severability clause:
Should any provision of these Terms and Conditions be invalid or unenforceable, the validity of the remaining provisions shall remain unaffected.
The invalid provision shall be replaced by a legally permissible provision that comes closest to the economic purpose of the original provision.