House Rules

These Rules are an integral part of the short-term rental agreement and are deemed accepted by the Guest upon booking confirmation. They are uniform across all Properties of the Operator and binding on all persons actually staying at the Property during the booking period.

In case of conflict between these Rules and the Public Offer, the Offer prevails. For timeframes and amounts related to payment and deposit refund, see also the Payment Rules and the Refund and Cancellation Terms.

1. Check-in and check-out

Standard check-in is from 14:00, check-out is by 12:00. Early check-in and late check-out are arranged in advance by mutual agreement; the consequences of an unauthorised delayed check-out are set out in section 6.2 of the Offer.

On check-out the Guest must leave the Property in a condition suitable for standard final cleaning: take out rubbish, wash the dishes, switch off household appliances, close windows and taps, and leave the keys in the agreed place.

If on inspection the Operator’s cleaning team determines that the Property requires cleaning beyond the standard final cleaning (heavy soiling, rubbish, dishes, food remains, traces left by animals, moved furniture, etc.), the cost of additional cleaning is withheld from the security deposit under section 8.3.2 of the Offer.

Loss of keys or building access fobs is compensated by the Guest at the actual cost of replacement and reprogramming.

2. Number of guests

Only persons listed in the booking may stay at the Property, and only up to the Property’s maximum capacity. Children under 3 are not counted towards this number.

Accommodating persons beyond the number stated in the booking without the prior written consent of the Operator is a gross violation of the Rules. In such cases the Operator is entitled to apply the measures provided in section 8 of these Rules, and also to charge the Guest an additional fee under section 6.5 of the Offer — +50% of the actual nightly rate for the current booking, for each day of over-occupancy and for each additional person.

Handing over keys to third parties, subletting, and admitting outsiders to the Property in the Guest’s absence are not permitted.

3. Quiet hours and relations with neighbours

From 22:00 to 09:00 quiet hours apply in accordance with Article 437 of the Code of the Republic of Kazakhstan on Administrative Offences. During this period loud music, repair works, shouting and any other noise disturbing neighbours are not permitted.

Holding parties, corporate events, photo shoots, filming, and any events to which outside persons are invited are prohibited regardless of the time of day.

If the Operator receives a substantiated complaint from neighbours or the KSK (building management body) about a quiet-hours violation originating from the Property, the Operator is entitled to terminate the stay under section 8 of these Rules on the basis of the quiet-hours violation and the Guest’s contractual liability under these Rules and the Offer.

4. Smoking

Smoking is prohibited at the Property — including balconies, loggias and common areas of the building — in any form: regular cigarettes, e-cigarettes, vapes, heated tobacco systems (IQOS and analogues), hookah, and any smoking substances. The prohibition applies around the clock and to all Guests and their visitors.

If any signs of smoking are detected (smell, ash, cigarette butts, burn marks, traces of ash), the consequences set out in section 6.2 of the Offer apply: the Operator withholds from the Guest’s security deposit a specialised-cleaning charge equal to the full amount of the security deposit paid for the booking concerned, without prejudice to additional compensation for documented expenses exceeding the deposit (including the cost of replacing items damaged by burns).

5. Pets

Stays with animals are possible only with the prior written consent of the Operator before booking and subject to an increased deposit. The deposit amount and conditions are agreed individually depending on the type and size of the animal.

Checking in or staying with an animal without prior agreement is a gross violation of the Rules and triggers the measures provided in section 8 of these Rules, as well as compensation for professional cleaning and disinfection of the Property and any animal-caused damage at the actual cost of remediation.

6. Property care and damage compensation

The Guest bears full financial liability for the condition of the Property, furniture, household appliances, plumbing, dishware, textiles and finishing throughout the stay, including damage caused by their guests and visitors.

On check-out the Operator’s cleaning team inspects the Property. If any of the following is found:

• stains on linen, towels, upholstery or carpets;
• damage to furniture, appliances, plumbing or finishing;
• unusual odours requiring ozonation or additional treatment;
• rubbish, dirt or soiling beyond ordinary levels;
• missing or damaged items from the inventory,

the cost of remediation, repair, replacement or additional treatment is withheld from the security deposit on the basis of photographic evidence and supporting documents (receipts, payment receipts, service reports/acts, supplier price lists), under sections 8.3, 8.3.1 and 8.3.2 of the Offer.

The decision on the necessity and scope of additional work is taken by the Operator on the basis of the cleaning team’s findings and, where necessary, specialist assessments. The Guest is notified of the violations identified and the amount withheld, with photographic evidence attached.

If the cost of damage exceeds the deposit, the Guest must compensate the difference within 5 (five) business days of receiving the demand. If the Guest refuses voluntary compensation, the amount is recovered in court, with all court costs charged to the Guest.

Accidental minor breakages and ordinary wear and tear are not subject to compensation provided that the Guest immediately notifies the Operator on the day of the incident. Concealing a breakage until it is discovered at check-out is treated as intentional damage.

Rearranging large furniture, dismantling appliances, and any interference with building systems (electrical, plumbing, heating, gas) are prohibited and are compensated by the Guest at the actual cost of restoration.

7. Prohibited actions

The following are prohibited at the Property:

• storage, use, manufacture or distribution of narcotics, psychotropic substances and other items prohibited under the legislation of the Republic of Kazakhstan;
• storage of weapons and ammunition;
• use of the Property for commercial activity, providing services to third parties, or holding client meetings;
• use of open flame (candles, incense, gas burners), except for the installed kitchen stove;
• cooking on the balcony using open flame or a grill.

Any of the above is treated as a gross violation within the meaning of section 8 of these Rules and triggers the measures provided therein; where grounds exist, the Operator will also refer the matter to law enforcement authorities.

8. Gross violations, deposit, and retention procedure

Gross violations of these Rules that entitle the Operator to terminate the Agreement under section 5.2 of the Offer include, in particular:

• breach of quiet hours or holding events prohibited by section 3 of these Rules;
• smoking in breach of section 4 of these Rules;
• accommodating animals without prior agreement (section 5);
• accommodating persons beyond the number stated in the booking without the prior written consent of the Operator (section 2);
• a threat of property damage, a threat to neighbours’ safety, or another gross violation of the Rules;
• unlawful actions;
• aggressive, abusive or uncooperative behaviour towards the Operator’s staff, cleaning team or neighbours;
• other violations listed in section 7 of these Rules.

On identifying a gross violation, the Operator sends the Guest a written warning specifying the violation and a reasonable period to remedy it, except where continued stay creates a threat to property or other persons (section 5.2 of the Offer). If the violation is not remedied within the period specified, or in circumstances precluding a warning, the Operator may terminate the Agreement unilaterally, retaining the cost of services actually rendered and confirmed damage. Items left by the Guest at the Property after vacating are placed in storage and returned to the Guest on request at the Guest’s expense.

The security deposit ranges from 10,000 to 50,000 KZT; the exact amount depends on the Property and is communicated to the Guest before booking confirmation. Full terms for payment and refund of the deposit are set out in the Payment Rules and the Refund and Cancellation Terms.

The deposit is refunded, where there are no violations or claims, within 3 (three) banking days after check-out (section 6.4 of the Payment Rules, section 4.1 of the Refund and Cancellation Terms).

Where violations or damage are present, the amount withheld is determined by the Operator on the basis of:

• actual remediation costs confirmed by supplier receipts and service-provider reports / acts;
• the cleaning team’s findings on the need for additional work;
• the applicable provisions of the Offer (sections 6.2, 8.3, 8.3.1 and 8.3.2).

Retention from the deposit is made unilaterally. The Guest receives a report with photographic evidence, a list of work items and supporting documents. The remaining portion of the deposit is refunded within the period specified above, after the calculations are completed.

If the damage exceeds the deposit, the Guest must compensate the difference within 5 (five) business days of receiving the demand. If the Guest refuses or delays, the Operator is entitled to file suit, with the state duty, representation fees and other court costs to be allocated to the Guest in the manner established by the civil procedure legislation of the Republic of Kazakhstan.

Booking confirmation constitutes the Guest’s agreement to all retention and recovery terms set out in this section and the Offer.

9. Contacts and unexpected situations

In the event of any questions, breakdowns or unexpected situations, the Guest must immediately notify the Operator using the contacts specified in the booking confirmation.

In the case of an emergency (fire, flood, gas leak, threat to life or health), the Guest first calls emergency services on 112, and then notifies the Operator.

Concealing an incident from the Operator, or attempting self-repair by the Guest without the Operator’s consent, is treated as a breach of these Rules and may increase the compensation amount.

10. Changes to the Rules

The Rules may be updated from time to time. The current version is published on the website and applies to bookings made after the date of its publication. Bookings already confirmed remain governed by the version in force at the time of confirmation.

11. Applicable law and dispute resolution

These Rules and the relationship between the Operator and the Guest are governed by the legislation of the Republic of Kazakhstan.

All disputes arising from these Rules are resolved by negotiation. The pre-trial dispute settlement procedure is mandatory under section 9.2 of the Offer. Failing pre-trial agreement, the dispute is submitted to court. A Guest who is a consumer within the meaning of the Law of the Republic of Kazakhstan «On the Protection of Consumer Rights» may file suit at the Guest’s choice: at their place of residence, at the Operator’s location (Astana), or at the place where the contract was concluded or performed.

The legally binding version of these Rules is the Russian version. This English translation is provided for informational purposes only. In case of any discrepancy between this translation and the Russian original, the Russian original prevails.