These Terms govern (i) your use of Stey’s international websites and the Stey guest app (together, the “Platform”), and (ii) direct bookings and related guest services you purchase from Stey through the Platform.

In these Terms, “you” and “your” refer to the individual accessing the Platform or making a direct booking (the “Guest”). If you are acting on behalf of other guests or a group, you confirm that you have the authority to bind those individuals to these Terms and that you take responsibility for their compliance.

1) Who we are (contracting party)

For direct bookings and Platform services, your contract is with:
Stavanger Apartment Hotelldrift AS (org. no. 928823709) (hereinafter referred to as “Stey”)
Rådhusgata 23, 0158 Oslo, Norway
Contact: stavanger@stey.com  | Emergency phone (property): +47 51205020

Stey operates hotels in multiple countries. Property-specific information (address, check-in arrangements, rules, fees) is shown in the booking flow and/or in-property information.

Stey is the data controller for personal data processed in connection with your use of the Platform. For information about how we collect, use, and protect your personal data, and your rights as a data subject under applicable data protection law (including the General Data Protection Regulation, “GDPR”), please see our Privacy Policy https://www.stey.com/privacy-policy .

2) Scope

These Terms cover:

·       browsing and using the Platform;

·       direct bookings made on the Platform (website or app);

·       on-property and in-app services (e.g., upgrades, late checkout, laundry, parking, paid amenities) purchased through the Platform or charged to your folio;

·       Stey community features where users can post content (“UGC”).

Bookings via third-party online travel agencies: If you book through a third-party online booking platform or travel agency (an "OTA"),, your booking contract is primarily governed by the OTA’s terms and the rate conditions you accepted there. These Terms still apply to your use of the Platform and to any direct purchases you make through the Platform.

3) Other documents that form part of your contract

The following documents form part of your agreement and may be property- or rate-specific:

·       Booking & Rate Conditions shown before you pay (cancellation/no-show/payment schedule, deposits/prepayment, change rules).

·       Payment Conditions shown at checkout (including pre-authorisation for incidentals where applicable).

·       House Rules (property-specific), available at: stey.com/house-rules

·       Privacy Policy and Cookie Policy: https://www.stey.com/privacy-policy

If there is a conflict, the Booking & Rate Conditions for your stay prevail for stay-specific matters.

4) Using the Platform and accounts

4.1 Account optionality.

You can browse without an account. A Stey account is required for direct bookings and certain guest features (e.g., digital access, messaging, community).

4.2 One account per person.

You may not create multiple accounts or share/sell an account.

4.3 Security.

Keep your login credentials (username, password, and any equivalent access codes) secure and do not share them with any third party. You are responsible for all activity carried out under your account. If you suspect that an unauthorised person has accessed or may access your account or credentials, you must notify us immediately at support@susteynable.com and change your credentials without delay.

You may be liable for losses caused to Stey where you intentionally or with gross negligence disclose your credentials to a third party or where your credentials become known to an unauthorised party and you fail to notify us promptly upon suspicion.

Stey will apply reasonable technical and organisational security measures to protect the Platform and your account in accordance with relevant industry standards.

4.4 Eligibility.

You must be at least 18 years of age and have legal capacity to enter into a contract. If you book for others, you confirm you have authority to do so and that they will comply with applicable rules.

5) Identity verification

Where required by law, property policy, or for fraud prevention and security purposes, we may request identity verification (including a government-issued identity document) before or during your stay, or in order to enable self check-in or digital access. The collection and processing of identity documentation constitutes processing of personal data and is carried out on the legal basis of compliance with a legal obligation (Article 6(1)(c) GDPR) and/or our legitimate interests in preventing fraud and ensuring the security of our guests and properties (Article 6(1)(f) GDPR), as further described in our Privacy Policy. If verification is required and cannot be completed, we may refuse or cancel self check-in/digital access and provide a reasonable alternative process where available (e.g., front desk verification).

6) Direct bookings

6.1 How a booking is formed.

A direct booking is confirmed when you receive booking confirmation (in-app, email, or both).

6.2 Information accuracy.

You must provide accurate guest details. You are responsible for errors (e.g., incorrect contact details preventing access message delivery).

6.3 Rates and availability.

Rates depend on dates, room type, occupancy, and conditions. Obvious pricing mistakes may be corrected or the booking cancelled with a refund of amounts paid.

7) Prices, payments, deposits, and pre-authorisations

7.1 Payment processor.

Payments are processed by a third-party payment service provider (“PSP”). Stey does not store or process your full card details directly.

7.2 Payment timing.

Prepayment, deposits, pay-at-property, and similar arrangements depend on your Booking & Rate Conditions shown before purchase.

7.3 Pre-authorisations / incidentals.

We may place a pre-authorisation (often up to the first night or another stated amount) to cover incidentals/damages as described in the checkout conditions and/or property information. Release timing depends on the PSP and your bank.

7.4 Currency and taxes/fees.

Prices are displayed in the currency shown at checkout and are inclusive of applicable value added tax (VAT/MVA) and mandatory charges in accordance with applicable law, including Norwegian price disclosure requirements (prisopplysningsforskriften). Local mandatory fees (e.g., city tax) that cannot be collected online in advance will be clearly stated and may be collected at the property.

8) Cancellations, no-shows, changes, refunds

8.1 Rate-specific rules.

Cancellation, changes, and no-show fees depend on the rate you selected and are shown in your Booking & Rate Conditions before payment.

8.2 Refund method.

Approved refunds are issued to the original payment method only, where permitted by the PSP and applicable law.

8.3 Processing times.

We process refunds within a reasonable time; actual crediting depends on your PSP/bank.

Note on statutory withdrawal rights (EU). For accommodation services for a specific date/period, the statutory “14-day withdrawal right” generally does not apply under EU consumer rules (exception for accommodation and related services for specific dates/periods).

9) Check-in/out, digital access, and service continuity

9.1 Access method.

Stey properties use PIN code access. Delivery method (in-app display, email/SMS, or front desk issuance) depends on the property process.

9.2 If digital access fails.

If you cannot access due to a technical issue, contact: (i) front desk, (ii) in-app support/contact, or (iii) emergency phone shown for the property. We will use reasonable efforts to restore access or provide a practical alternative (e.g., manual issuance).

9.3 House rules and conduct.

You must follow House Rules and staff instructions (safety, noise, occupancy limits, etc.). Repeated or serious breaches may result in removal from the property and/or additional charges as permitted by law and disclosed rules.

10) On-property and additional services

Additional services purchased through the Platform or charged to your folio (upgrades, late checkout, paid amenities, etc.) are governed by the terms shown at purchase/charge time and applicable House Rules/property policies.

11) Community and user-generated content (“UGC”)

11.1 Your responsibility.

You are responsible for content you post (text, images, profile information, comments, reviews, and similar material, collectively “UGC”). You must not post UGC that is: (i) unlawful, fraudulent, or misleading; (ii) defamatory, hateful, threatening, harassing, or discriminatory; (iii) obscene or sexually explicit; (iv) spam or unsolicited commercial communications; (v) in violation of any third party’s intellectual property rights, including copyright and trademarks; (vi) in violation of any person’s privacy or data protection rights, including the posting of another person’s personal data without their consent; or (vii) otherwise in breach of applicable law or these Terms. By posting UGC, you represent and warrant that: (a) you own or hold all necessary rights, licences, and consents required to post the content and to grant Stey the licence set out in clause 11.2; (b) the content does not infringe any third party’s intellectual property, privacy, or publicity rights; and (c) the content is accurate and complies with all applicable laws and regulations.

11.2 License to operate the service.

By posting UGC, you grant Stey a non-exclusive, worldwide, royalty-free licence to host, store, reproduce, display, and distribute your UGC solely to the extent necessary to: (i) operate and provide the community features and the Platform; (ii) perform moderation, security checks, and backups; and (iii) make UGC visible to other users in accordance with your privacy settings. Stey also reserves the right to analyze usage patterns in an aggregated for. This licence does not extend to commercial exploitation of your UGC beyond the operation and promotion of the Platform. Where UGC contains personal data, such data will only be processed in accordance with applicable data protection law and our Privacy Policy.

11.3 No sale of UGC.

We do not sell your UGC to third parties for unrelated purposes.

11.4 Moderation and takedown.

We may remove, restrict, or decline to display UGC that, in our reasonable assessment, violates these Terms (including clause 11.1), applicable House Rules, or applicable law, or where removal is required by a competent authority. Where practicable and not prevented by legal or security reasons, we will notify you if your UGC is removed or restricted and provide a brief reason. If you believe a moderation decision is incorrect, you may request a review by contacting us at support@susteynable.com . We will consider such requests and respond within a reasonable time, though we do not guarantee reinstatement of removed content.

11.5 Retention and deletion.

We may retain copies of UGC for legal compliance, security, and backups. If you delete content, some residual copies may remain for a limited time in backups.

12) Acceptable use of the Platform

You must not:

• attempt to break security, scrape, reverse engineer, or disrupt the Platform;

• misuse access codes or attempt unauthorised entry;

• upload malware or abuse messaging/notifications.

13) Third-party services and links

The Platform may integrate or link to third-party services (including the PSP). Third parties may have their own terms and privacy practices. We are not responsible for third-party services outside our reasonable control.

14) Intellectual property

14.1 Ownership.

The Platform and all related intellectual property rights, including software, design, trademarks, and content, are owned by Stey’s licensors or Stey, as applicable. Stey uses the Platform under licence from its licensor. Nothing in these Terms transfers any intellectual property rights to you. You may not copy, modify, distribute, or reverse engineer the Platform except where permitted by mandatory law.

14.2 Guest licence.

Subject to these Terms, Stey grants you a limited, personal, non-exclusive, non-transferable, non-sublicensable, revocable licence to access and use the Platform for its intended purposes during the period of your use.

14.3 Platform updates.

Stey and its licensors reserve the right to implement new versions, upgrades, and modifications to the Platform at any time without prior notice, including changes to design, functionality, technical specifications, and systems. 

14.4 Availability.

Stey will use reasonable efforts to make the Platform available around the clock, seven days a week. Stey may temporarily restrict access for technical, maintenance, operational, or security reasons. Stey is not liable for deficiencies in your own internet connection or equipment. 

14.5 Usage analytics.

Stey reserves the right to analyse usage patterns on the Platform in anonymised and aggregated form for the purposes of improving the Platform and its services. Where such analysis involves personal data, it will be carried out in accordance with applicable data protection law and our Privacy Policy.

15) Changes to the Platform and to these Terms

15.1 Platform changes.

See clause 14.3 (Platform updates) and clause 14.4 (Availability).

15.2 Terms changes.

We may update these Terms. If changes materially affect your rights or obligations, we will provide reasonable notice in the Platform and/or via email (where we have it). Changes generally apply prospectively. Your continued use after the effective date indicates acceptance.

16) Disclaimers and liability

16.1 Consumer rights preserved.

Nothing in these Terms limits mandatory consumer rights under applicable law.

16.2 Platform provided “as is”.

See clause 14.4 (Availability). The Platform is provided on an "as is" basis to the extent permitted by applicable law.

16.3 Liability.

 To the maximum extent permitted by applicable law: (a) Stey is not liable for indirect, consequential, special, or punitive losses, including loss of profits, loss of data, or loss of opportunity, whether arising in contract, tort (including negligence), or otherwise; and (b) Stey’s total aggregate liability to you for direct losses arising from or in connection with these Terms, your use of the Platform, or any booking or service shall not exceed the greater of: (i) the total amount paid by you to Stey for the specific booking or service giving rise to the claim; or (ii) NOK 5,000 Nothing in this clause limits Stey’s liability for: (i) death or personal injury caused by Stey’s negligence; (ii) fraud or fraudulent misrepresentation; or (iii) any other liability that cannot be excluded or limited under applicable mandatory law.

17) Indemnity (limited)

If you breach these Terms or misuse the Platform and this causes Stey to incur losses (e.g., third-party claims), you may be required to reimburse Stey to the extent permitted by applicable law.

18) Termination

We may suspend or terminate your account access if you materially breach these Terms or if necessary for security, legal compliance, or to prevent harm. Where practicable, we will provide notice and a reasonable opportunity to remedy the breach before termination. Termination of Platform access does not automatically cancel confirmed bookings; booking cancellation is governed by your Booking & Rate Conditions. Upon termination or closure of your account: (i) your UGC that was publicly visible on the Platform may be removed or anonymised within a reasonable period; (ii) we may retain UGC and associated data for as long as necessary for legal compliance, dispute resolution, fraud prevention, and backup purposes, in accordance with our Privacy Policy; and (iii) you may request deletion of your personal data in accordance with your rights under applicable data protection law, including GDPR.

19) Governing law and disputes

19.1 Governing law.

These Terms are governed by Norwegian law.

19.2 Jurisdiction (consumers).

You may also have the right to bring proceedings in the courts of your country of residence under applicable consumer jurisdiction rules.

19.3 ODR platform.

The EU Online Dispute Resolution platform was discontinued as of 20 July 2025 and is no longer available. If you are unable to resolve a dispute with Stey through our customer support, the following alternative dispute resolution options may be available to you: (a) Norwegian consumers may contact Forbrukerrådet (the Norwegian Consumer Council, www.forbrukerradet.no) for guidance, or contact Forbrukertilsynet (the Norwegian Consumer Authority, www.forbrukertilsynet.no) to report complaints or seek assistance; (b) consumers resident in other EU/EEA member states may contact the competent national consumer protection authority or alternative dispute resolution body in their country of residence. Information on national consumer authorities is available at: https://commission.europa.eu/live-work-travel-eu/consumer-rights-and-complaints_en. The availability and procedures of these bodies may vary by jurisdiction.

20) Language

These Terms may be provided in multiple languages (English, Norwegian, Swedish, and later French). If there is a conflict in translation, the English version prevails to the extent permitted by applicable law.

20) Assignment

Stey may assign or transfer its rights and obligations under these Terms, in whole or in part, to any company within the same group of companies as Stey (whether by de jure or de facto control) or to a purchaser of all or substantially all of Stey's assets or shares, without your prior consent. Where such assignment materially affects your rights, we will notify you and you may terminate your account in accordance with clause 18.

You may not assign or transfer your rights or obligations under these Terms without Stey's prior written consent

21) Contact

Customer support: stavanger@stey.com
Postal address: Stavanger Apartment Hotelldrift AS, Rådhusgata 23, 0158 Oslo, Norway