Terms of stay

1Who we are#

Lemon Spaces runs serviced apartments for short and longer stays in Cairo, El Gouna and on the North Coast. In these terms, “we” and “us” mean:

Company

Lemon Spaces for Real Estate Investment LLC

Commercial register

No. 113337, Cairo Investment Commercial Registry Office

Tax registration number

553-160-362

Registered address

Unit 608, Iconia Zamalek, Mohamed Thakeb Street, Zamalek, Cairo, Egypt

“You” means the person who books, and the guests staying with them where these terms say so. How we handle personal data is explained in our Privacy & Cookie Policy.

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2Booking with us#

• You can book online, where a space offers it, or send us your dates with the form on the space’s page and we confirm availability and the price with you. A request is not a booking: nothing is reserved or charged until you have paid.
• To book online you need a Lemon Spaces account with your name, e-mail address and mobile number. Please keep them correct: they are how we confirm your stay and send your arrival details.
• The person who books must be an adult able to enter into a contract (21 or older under Egyptian law), and stays with the guests they booked for.
• Online bookings are for stays of up to 90 nights. Some dates need a minimum number of nights; the booking page tells you. For a longer stay, write to us.
• Before you pay, the booking page shows the space, your dates, the number of guests, the full price and the cancellation policy. Please check them.
• Receiving offers and news from us is optional and never a condition of booking.

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3Holding your dates#

When you accept these terms and the cancellation policy, we hold your dates for a short time while you pay; the time it ends is shown on the payment page. Nobody else can book those nights during that time.

• A hold is not a booking. If it ends before you have paid, the nights become free again and nothing is charged.
• You can let a hold go yourself at any time before paying.
• You can hold up to three bookings at a time.
• Occasionally the same nights are booked on another site at the same moment. If that happens, we release your hold and nothing is charged.

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4Price and payment#

• Prices are set in US dollars. The total at checkout is everything you pay us for the stay: the nights, cleaning, the service fee and the website fee, each shown separately.
• You pay in Egyptian pounds. We convert the total at the US dollar exchange rate shown at checkout, with its date. The rate is fixed when your dates are held, so the amount in pounds does not change while you pay.
• Payment is taken by Paymob, an Egyptian payment provider, on its own secure page, by card or mobile wallet. Your card details go to Paymob, never to us.
• Your bank or card issuer may charge its own fees, for example for a payment in another currency. We do not set or receive them.
• Your booking is confirmed once we have received your payment. We send the confirmation by e-mail.
• If a payment is declined, you can try again while your dates are held.
• If your payment reaches us after the hold has ended, we book the nights if they are still free. If they have been taken meanwhile, we refund you in full or, if you prefer, offer you another space.

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5Cancellations and refunds#

Each stay has the cancellation policy shown at checkout, which you accept before paying. It is repeated in your booking confirmation. It says how much is refunded if you cancel a given number of days before check-in; the days count to check-in time on your arrival day (15:00, Cairo time). After the last deadline, the stay is not refundable.

• To cancel, open your booking page on lemonspaces.com and choose Cancel booking: it shows the refund the policy gives at that moment before you confirm, and it is there until check-in time on your arrival day. Where your booking page does not offer it, or if you prefer, write to us by e-mail or WhatsApp from the e-mail address or mobile number on your booking.
• A refund is the share of what you paid, in Egyptian pounds and fees included, that the policy gives at the moment you cancel. It goes back to the card or wallet you paid with, through Paymob. Your bank decides how long it takes to appear. After the last deadline you can still cancel, but nothing is refunded.
• Leaving early, or arriving later than booked, does not give a refund for the unused nights unless the policy or we say otherwise.
• If we have to cancel your stay, you receive a full refund or, if you prefer, a comparable space for the same dates.

Bookings made through Airbnb, Booking.com or Expedia follow the cancellation policy of that platform (see Bookings through other platforms).

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6Changing your stay#

To change your dates or the number of guests, write to us. We do our best to help, but a change depends on availability and may change the price. A change is a new agreement: until we confirm it in writing, your original booking and its cancellation policy apply.

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7Check-in and check-out#

• Check-in is from 15:00 (3 pm), Cairo time, on your arrival day. Check-out is by the time given in your booking confirmation and arrival instructions.
• We send your arrival instructions on your arrival day by e-mail, and by WhatsApp where available. If your home has a code lock, we send your door code where available at check-in time on your arrival day, or as soon as your pre-arrival steps are done after that; otherwise our team gives it to you when you arrive. If your home has a key card, we tell you where to pick it up. Please keep the codes to yourself and your guests.
• An earlier check-in or later check-out is possible on request, when the space is free; there may be a charge, which we tell you first.
• Egyptian law requires us to register every guest. Before you arrive — on the pre-arrival page we open once your booking is paid, or in your conversation with us — we ask for the lead guest’s details and a passport or national identity card for every guest (for a child, a passport or birth certificate), valid until your check-out. What we keep, and for how long, is in our Privacy policy.
• You sign the rental agreement for your stay before you arrive — on that page, after a code we send to your e-mail address — or on paper at check-in.
• Where two of the guests are a married couple, we ask for your official marriage certificate, as required under Egyptian law and the instructions of the competent authorities.
• Please send these before you arrive, so that check-in is quick. We remind you of exactly what is still missing.

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8Guests and use of the space#

• Only the guests on your booking may stay, and never more than the space takes. Tell us about any change in advance.
• The space is for living in during your stay. It may not be sublet, used for business events, filming or commercial activity, or passed to someone else, without our written agreement.
• Parties and events are not allowed without our written agreement.
• Visitors who are not staying are welcome within the building’s rules, and you are responsible for them.
• Children are welcome where the space’s page says it suits them. Please look after their safety, especially on balconies, stairs and near pools.

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9House rules#

Our apartments are in residential buildings, with neighbours who live there all year. We ask every guest to:

• respect the neighbours, and keep noise down, especially late in the evening and at night;
• not smoke indoors, unless the space’s page says smoking is allowed;
• bring pets only with our written agreement;
• follow the building’s own rules, for example on the lifts, the pool, parking and rubbish;
• keep the space reasonably tidy, and switch off the air conditioning, lights and water when you go out;
• tell us straight away if something breaks or does not work, so we can fix it;
• lock the door and close the windows when you leave the space.

If a guest seriously or repeatedly breaks these rules — for example by endangering others, causing damage on purpose, or holding a party that disturbs the building — we may ask them to leave. We will warn you first unless it is an emergency. In that case the unused nights are not refunded.

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10Deposits and damage#

• In El Gouna, a security deposit of USD 200 is collected in cash when you arrive and returned at check-out once the space has been checked. It applies to stays booked on our website, with our team or on a platform other than Airbnb.
• Elsewhere we do not take a security deposit on bookings made on our website. If a particular stay needs one — for example a long stay or a special request — we tell you the amount, and how and when it is returned, in writing before you book.
• You are responsible for damage to the space and its contents beyond normal wear, caused during your stay by you, your guests or your visitors, and for lost keys or key cards.
• If something is damaged, we show you what happened (photos, the repair or replacement invoice) and agree the cost with you before we charge anything or keep any part of a deposit. What is kept, and why, is recorded and told to you.

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11Our part#

• We hand you the space clean, safe and as described on our website, with the equipment its page lists in working order.
• Our team is reachable every day by WhatsApp, phone, e-mail and the chat on our website.
• If something is not right, tell us as soon as you can and we will fix it quickly. If we cannot, we will offer you another comparable space, or a fair refund for the nights affected.
• We may need to enter the space for an urgent repair or for safety. Otherwise, we agree a time with you first.

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12Liability#

• We look after the space with reasonable care. We are not responsible for losses we could not reasonably foresee or avoid, such as interruptions to public electricity, water or internet supplies, or events beyond our control.
• Please keep valuables in the safe where there is one. We are not responsible for belongings lost or damaged during your stay unless this is caused by our fault.
• Where the law allows, our liability for a stay is limited to the price paid for it.
• Nothing in these terms limits our liability for fraud or gross negligence, or takes away your rights under Egypt’s Consumer Protection Law (Law No. 181 of 2018) or any other law that cannot be set aside by agreement.

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13Bookings through other platforms#

If you booked through Airbnb, Booking.com or Expedia, the price, payment and cancellation policy are those you accepted on that platform, under its own terms. The rest of these terms — check-in, guests, house rules, deposits and damage, our part and liability — apply to your stay with us.

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14Complaints#

If something is wrong, please tell us during your stay, so we can put it right while you are here. You can also write to us afterwards at [email protected] with your booking reference. We reply to every complaint in writing.

If we cannot resolve it together, you can contact Egypt’s Consumer Protection Agency (hotline 19588).

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15Law and disputes#

These terms, and every stay under them, are governed by the laws of the Arab Republic of Egypt. We will always try to settle a disagreement with you directly first. If we cannot, the competent courts of Cairo, Egypt, will decide, without affecting any right the law gives you to bring a claim elsewhere.

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16Changes to these terms#

We may update these terms; the date at the top shows the latest version. The terms you accepted when you booked apply to that booking.

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17Contact us#

E-mail

[email protected]

WhatsApp

+20 127 138 5188

By post

Lemon Spaces for Real Estate Investment LLC, Unit 608, Iconia Zamalek, Mohamed Thakeb Street, Zamalek, Cairo, Egypt

Personal data

For anything about your personal data, write to [email protected] (see our Privacy & Cookie Policy).

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