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Privacy Policy

​Effective Date: July 22, 2026 

Website/Platform Name: El Castillo Volcy 

We respect your privacy and are committed to protecting the personal information you share with us. This Privacy Policy explains how we collect, use, disclose, and safeguard your information when you visit our website [Insert URL] or use our booking and hosting services.

Please read this Privacy Policy carefully. By accessing or using our platform, you agree to the collection and use of information in accordance with this policy.
 

1. Information We Collect

We collect information directly from you, automatically when you use our website, and from third-party sources.

A. Personal Information You Provide

  • Account & Profile Data: Name, email address, phone number, mailing address, profile photo, and government-issued ID (for verification, if applicable).

  • Booking & Listing Information: Check-in/check-out dates, guest counts, listing descriptions, address of properties, house rules, and communication between hosts and guests.

  • Payment Information: Credit/debit card details, billing address, and bank account/payout information (processed securely through third-party payment processors like Stripe or PayPal).

B. Automatically Collected Data

  • Usage Data: IP address, browser type, operating system, referring URLs, pages viewed, and the date/time of your visits.

  • Location Data: Approximate location derived from your IP address to show relevant listings or regional settings.

  • Cookies & Tracking Technologies: We use cookies, web beacons, and similar technologies to enhance user experience, remember preferences, and analyze web traffic.

2. How We Use Your Information

We use the collected information for purposes including:

  • Processing and managing bookings, reservations, and host payouts.

  • Verifying user identities and maintaining platform safety and trust.

  • Facilitating communication between hosts and guests.

  • Providing customer support and responding to inquiries.

  • Sending administrative updates, booking confirmations, and marketing communications (you can opt out at any time).

  • Preventing fraud, enforcing our Terms of Service, and complying with applicable legal obligations.

3. How We Share Your Information

We do not sell your personal information. We may share your information under the following circumstances:

  • Between Hosts and Guests: When a booking request or confirmation is made, necessary contact details (e.g., name, phone number, property address) are shared between the guest and host to facilitate the stay.

  • Service Providers: We share data with trusted third-party vendors who assist us in operating our platform, including payment gateways, identity verification providers, cloud hosting, and analytics services.

  • Legal Requirements: We may disclose your information if required by law, subpoena, or government request, or to protect the rights, property, and safety of our platform, users, or the public.

  • Business Transfers: In the event of a merger, acquisition, or sale of assets, user data may be transferred as part of that transaction.

4. Cookies and Tracking Technologies

You can set your browser to refuse all or some cookies, or to alert you when cookies are being sent. However, disabling cookies may limit your ability to use certain features of our platform (such as staying logged in or completing a booking).

5. Data Retention & Security

  • Security: We implement reasonable physical, technical, and administrative security measures to safeguard your personal data from unauthorized access, loss, or disclosure.

  • Retention: We retain your personal data for as long as necessary to fulfill the purposes outlined in this policy, satisfy legal/tax requirements, or resolve disputes.

6. Your Data Rights

Depending on your jurisdiction (such as the EU/UK under GDPR or California under CCPA), you may have the following rights regarding your personal data:

  • Access & Portability: Request a copy of the personal information we hold about you.

  • Correction: Request that we correct inaccurate or incomplete data.

  • Deletion: Request that we erase your personal data ("right to be forgotten"), subject to legal exceptions.

  • Opt-Out: Unsubscribe from marketing communications at any time via the link in our emails or by contacting us.

To exercise any of these rights, please contact us using the information below.

7. Third-Party Links

Our website may contain links to third-party websites or services (e.g., local tourist guides, map applications). We are not responsible for the privacy practices or content of these external sites.

8. Updates to This Privacy Policy

We may update this Privacy Policy from time to time. Any changes will be posted on this page with an updated "Effective Date." We encourage you to review this policy periodically.

9. Contact Us

If you have questions, concerns, or requests regarding this Privacy Policy, please contact us at:

  • Company Name: El Castillo Volcy

  • Email: Pr307caborojo@gmail.com

Privacy Policy

Minimalist Cozy Bedtime

Guest Cancellation & Refund Policy

Effective Date: July 22, 2026


Platform Name: EL CASTILLO VOLCY
This policy outlines the protocols for booking withdrawals, reimbursements, and reservation changes between Hosts and Guests at EL CASTILLO VOLCY.

Our Hosts apply specific cancellation levels for their homes. The chosen tier is highlighted on the property page and during the payment process prior to finalizing your reservation.
1. Overview of Cancellation Tiers
All timeframes for cancellations are based on the local time zone where the property is situated.
A. Flexible Terms
- Full Reimbursement: Guests obtain a 100% refund (cleaning fees included) for cancellations made at least 24 hours prior to the scheduled check-in.
- Partial Reimbursement: If canceled within the 24-hour window before arrival, the initial night is billed, but subsequent nights and cleaning costs are returned.
- Early Departure: Should a Guest leave mid-stay, the remaining nights are generally kept by the Host, though refunds for future nights may be granted at their discretion with 24-hour notice.
B. Moderate Terms
- Full Reimbursement: Guests receive a 100% refund (cleaning fees included) for cancellations made at least 5 days before the scheduled arrival.
- Partial Reimbursement: Cancellations between 24 hours and 5 days before check-in result in a 50% refund of the nightly rates plus the full cleaning fee.
- Final Window: Cancellations occurring less than 24 hours before check-in are non-refundable, excluding cleaning fees if no check-in occurred.
C. Strict Terms
- Full Reimbursement: A 100% refund is issued for cancellations within 48 hours of the initial booking, provided the arrival date is at least 14 days away.
- 50% Reimbursement: Guests get half of the total nightly rate back (plus cleaning fees) if they cancel at least 7 days before check-in.
- Non-Refundable: Any cancellation made less than 7 days prior to arrival is entirely non-refundable.
2. Comparison Summary
Tier | Full Refund Cutoff | Half Refund Cutoff | Non-Refundable Window
Flexible | 24 hours prior | N/A | Under 24 hours (1st night)
Moderate | 5 days prior | 24 hours to 5 days | Under 24 hours before check-in
Strict | 48 hrs from booking | 7 to 14 days prior | Under 7 days before check-in
3. Platform Service Charges
- Service Fee Returns: Fees collected by EL CASTILLO VOLCY are fully returned if the Guest cancels within a 100% refund eligibility period.
- Standard Processing: Outside of the full-refund timeframe, the platform service fee remains non-refundable.
4. Cancellations by the Host
If a Host finds it necessary to cancel a confirmed stay:
- Guest Protections: You will receive a total refund of all costs, including taxes and service fees. We will strive to assist you in securing a different rental.
- Host Accountability: Hosts canceling without established emergency reasons may face administrative fees, negative automated mentions, or potential account restrictions.
5. Significant Disruptions & Emergencies
In exceptional cases, these standard rules may be overridden. Significant events that may qualify for penalty-free cancellation include:
- Official government emergencies, travel bans, or mandatory evacuation orders.
- Natural disasters or major failures in essential utilities at the property site.
- Unforeseen medical emergencies or death of a primary party (proper records required).
Note: Seasonal weather patterns or personal plan revisions do not constitute emergency exceptions.
6. Quality & Accuracy Issues
Guests should evaluate the home upon entry. If the property is misrepresented, hazardous, or unclean, you must:
- Inform the Host immediately to allow for a fix.
- Reach out to our support team within 24 hours of arrival with visual proof.
If the claim is valid, EL CASTILLO VOLCY may facilitate a refund or relocate you to an equivalent home.
7. Refund Completion
- Timeline: Validated refunds are issued promptly and usually reach the original account in 5 to 10 business days.
- Currency: All reimbursements are settled in the currency used for the initial transaction.

Beach Yoga Poses

Guest Resolution & Damage Claim Policy

Effective Date: July 22, 2026


Platform Name: EL CASTILLO VOLCY
This policy provides a structured framework for Hosts to file damage claims or seek reimbursement from a Guest’s security deposit following their departure.

Core Guidelines & Rules
• Reporting Window: All claims must be filed within 14 days of checkout or before a new guest arrives—whichever comes first.
• Evidence Requirement: Hosts are tasked with proving the damage through clear documentation and providing realistic repair or replacement quotes.
• Ordinary Usage: Security deposits are intended for physical damage, theft, or extreme messes. They do not cover standard wear and tear such as minor wall scuffs, natural fabric fading, or basic end-of-stay cleaning.
Step-by-Step Claim Procedure
1. Immediate Documentation: Conduct this before any cleaning or new guest arrivals.
Inspect the property immediately after checkout. If damage is found:
• Capture high-resolution photography and video showing the damage clearly.
• Provide wide-angle shots for context alongside detailed close-ups.
• Collect original purchase invoices or digital links to establish the item's age and value.
2. Repair & Replacement Quotes: Secure proof of cost.
Determine the financial impact to fix or replace the property:
• For Repairs: Submit a formal estimate from a professional contractor or specialized cleaning group.
• For Replacements: Provide receipts for the new items or web links for identical products (accounting for depreciation).
3. Filing in the Resolution Center: Action required within the 14-day limit.
Access your Host Dashboard to enter the Resolution Center:
• Choose the specific booking associated with the damage.
• Select the option to 'Request Reimbursement' or 'File Damage Claim'.
• Input the precise monetary amount you are seeking.
• Upload all gathered visual evidence and cost documentation.
• Provide a thorough written narrative of the incident.
4. Direct Negotiation Period: A 72-hour window for mutual resolution.
After filing, the Guest is notified of the request and the supporting evidence.
• Upon Guest Approval: The funds are collected from the Guest’s payment method or deposit and transferred to your account.
• If Disputed or Ignored: If 72 hours pass without resolution, you may escalate the matter to our support team.
5. Mediation & Final Review: Handled by Platform Specialists.
If the claim escalates, a case manager audits the evidence from both the Host and Guest:
• Supplemental details may be requested from either party.
• Resolutions are usually reached within 5 to 7 business days post-escalation.
• Approved payouts follow your standard schedule. All mediation outcomes are final.
Valid Claim Categories
Property Damage: Structural fixes, broken furniture, or appliance repair. (Requires photos and professional quotes).
Missing Items: Theft of electronics, decor, or lost keys. (Requires vacant space photos and original receipts).
Specialized Cleaning: Biohazard removal, smoking odors, or severe staining. (Requires photos and itemized cleaning invoices).
Rule Violations: Fees for unauthorized pets or guests. (Requires photo/video proof or external security logs).
Ineligible Claims
Claims are automatically denied if they involve:
• Pre-existing issues present before the Guest checked in.
• Natural aging and routine laundering (e.g., loose fixtures, standard linen wear).
• Requesting reimbursement after the 14-day limit or after a new guest has stayed.
• Footage obtained from private indoor areas like bathrooms or bedrooms.

Plastic Bottle on Shore

Help Center FAQ

Effective Date: July 22, 2026


Platform Name: EL CASTILLO VOLCY
This guide provides essential information for guests and hosts to ensure a smooth, enjoyable experience during their stay at El Castillo Volcy.

1. Guest Information & Stay Management
Booking & Financials
• Reservation Process: Select travel dates and guest count, then click 'Reserve'. Confirmations are typically processed within 24 hours.
• Payment Options: We accept most major credit cards, PayPal, and digital mobile wallets.
• Billing Schedule: Payment is processed immediately upon booking approval or at the time of reservation for 'Instant Book' properties.
• Total Pricing: Your final quote includes the nightly rate, cleaning fee, platform service fee, and required local taxes.
Stay Logistics
• Check-in Details: Navigation maps and entry codes are released under 'My Bookings' 24–48 hours before your scheduled arrival.
• Reporting Issues: If you encounter an arrival problem, document it with photos, message your host instantly, and contact support if not resolved within 24 hours.
• Incidents: Please report any accidental damage to the host immediately through the platform portal.
Cancellations
• Procedure: Managed via 'Cancel Reservation' in your dashboard. Terms depend on the chosen policy tier (Flexible, Moderate, or Strict).
• Refund Timeline: Approved funds are returned to the original payment method within 5 to 10 business days.

2. Host Operations & Safety
Listing Management
• Getting Started: Add high-resolution photos, house rules, and custom pricing to activate your property listing.
• Fee Structure: Creating a listing is free. A flat 3% platform service fee is applied only when a booking is successfully completed.
• Host Authority: Hosts have full autonomy over their pricing, availability, and specific house rules.

Earnings & Verification
• Payout Schedule: Funds are released 24 hours after a guest checks in. Delivery varies by method (ACH takes 1-3 days; PayPal is under 24 hours).
• Guest Screening: Hosts have a 24-hour window to review guest profiles and reviews before accepting booking requests.
Safety Standards
• Mandatory Equipment: All listings must be equipped with working smoke/CO detectors and fire extinguishers.
• Security Disclosure: Any exterior security cameras must be fully disclosed. Recording devices are strictly prohibited in private indoor areas.

Ocean Waves on Shore

Nondiscrimination & Community Safety Policy

Effective Date: July 22, 2026
 

Website/Platform Name: El Castillo Volcy
 

At El Castillo Volcy, our goal is to build a global community where everyone feels welcome, respected, and safe. We believe that hospitality should be built on inclusion, trust, and mutual respect. This policy applies to all users of our Platform, including Hosts, Guests, co-hosts, and visitors.
 

1. Nondiscrimination Policy

We strictly prohibit discrimination, bias, harassment, or hatred of any kind.

Protected Characteristics

Hosts and Guests may not discriminate against, refuse service to, cancel reservations for, or impose differential terms or conditions on anyone based on:

  • Race, color, ethnicity, or national origin

  • Religion or spiritual beliefs

  • Sexual orientation, gender identity, or gender expression

  • Marital, family, or parental status

  • Age (provided the user meets our minimum age requirement of 18)

  • Disability, physical mobility, or medical condition

  • Military status or veteran status

Specific Application Rules

For Hosts

  • Bias in Booking: Hosts may not decline or cancel a booking, impose different rules, or increase prices based on any protected characteristic listed above.

  • Listing Content: Hosts may not use language in listing descriptions, house rules, or messages that expresses preference for or aversion to any protected group.

  • Accessibility & Assistance Animals: Hosts must make reasonable accommodations for guests with disabilities. Service animals and emotional support animals must be permitted without extra fees, unless doing so creates a documented safety hazard or fundamental alteration of the listing.

For Guests

  • Guests may not make discriminatory remarks, slurs, or harassment towards Hosts, co-hosts, neighbors, or platform support staff.
     

2. Community Safety & Physical Well-Being

The safety and security of our Hosts, Guests, and local communities are paramount. The following behaviors are strictly prohibited on our Platform:

A. Violence, Harassment & Threats

  • Zero Tolerance for Violence: Physical assault, threats of violence, intimidation, stalking, or harassment are grounds for immediate and permanent removal from the Platform.

  • Sexual Misconduct: Non-consensual sexual contact, sexual harassment, or inappropriate conduct of any kind is strictly forbidden.

B. Unauthorized Events & Disturbances

  • Global Party Ban: Disruptive parties, open-invite events, and large unauthorized gatherings are strictly prohibited at all properties.

  • Quiet Hours & Noise: Guests must respect local noise ordinances and observe quiet hours as outlined in the Host's House Rules.

C. Dangerous Items & Illegal Activity

  • Weapons: All weapons, firearms, or explosives must be declared in the listing description, properly secured, and kept locked away at all times.

  • Illegal Substances: The manufacturing, sale, or illicit use of controlled substances or illegal drugs on property grounds is strictly prohibited.
     

3. Surveillance Devices & Privacy Protections

We respect the privacy of both Guests and Hosts.

  • Indoor Cameras Banned: Cameras, webcams, or recording devices of any kind are strictly prohibited inside private interior spaces (such as bedrooms, bathrooms, hallways, or living rooms), regardless of whether they are turned on or disclosed.

  • Outdoor Cameras & Decibel Monitors: Outdoor surveillance devices (e.g., doorbell cameras, driveway security cameras) and noise decibel monitors are permitted only if they are explicitly disclosed in the listing details prior to booking. Security devices must never monitor areas where guests have a high expectation of privacy (e.g., outdoor showers, saunas).
     

4. Reporting Violations & Enforcement

We take all reports of discrimination, harassment, or safety violations seriously.

How to Report

  • Emergency Situations: If you are in immediate danger or face an ongoing emergency, please call your local emergency services (e.g., 911) first.

  • Platform Reporting: You can report discrimination, safety issues, or policy violations directly through our Resolution Center or by emailing our Safety Team at [Pr307caborojo@gmailcom.
     

Actions We May Take

Upon receiving a report, our Trust & Safety Team will investigate the matter promptly. Violations of this policy may result in:

  1. Formal warnings or mandatory compliance education.

  2. Temporary suspension of active listings or booking privileges.

  3. Cancellation of upcoming reservations without penalty to the affected party.

  4. Permanent deletion and blacklisting of user accounts.

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