Terms & Conditions

2. Eligibility, Accurate Information, Home Care, and Code of Conduct

To participate in home swaps on the Platform, you must have the legal ownership and/or rental and lease authority to do so. You are required to provide accurate, complete, and up-to-date information about your home and availability for exchange. Providing false or misleading information may result in termination of your account. You are responsible for updating your information as needed and for the use and care of the exchanged home during the swap, following any rules or guidelines provided by the homeowner. Failure to do so may result in termination of your account.

Users are expected to treat each other's homes with respect and be good neighbors during an exchange. Any behavior that is deemed inappropriate or disruptive may result in termination of your account.

3. Address Verification

1. Optional feature. Address Verification is an optional feature offered by Swaphouse to help foster trust between users. Participation in Address Verification is not required to use the Platform and does not guarantee the safety, accuracy, legality, or success of any home swap.


2. How Address Verification works. Address Verification involves a user submitting an address and confirming receipt of a physical letter containing a unique code. This process may be carried out with the assistance of third-party service providers.


3. What Address Verification confirms. Address Verification only confirms that, at the time of verification, the user was able to receive mail at the submitted address. Address Verification does not confirm that the user continues to have access to, reside at, or control the address after the time of verification.


4. What Address Verification does not confirm. Address Verification does not verify or guarantee:
• ownership or legal right to occupy a property
• legal residency or tenancy status
• the identity, behavior, or intentions of any user
• the accuracy, completeness, or continued validity of any listing, photos, descriptions, or amenities
• the condition, safety, or suitability of any property


5. No endorsement or reliance. The presence of an Address Verified badge or the display of a verified address does not constitute an endorsement, certification, or recommendation by Swaphouse. Users should not rely solely on Address Verification or any verification badge when deciding to enter into or complete a home swap.


6. Privacy and address sharing. Verified addresses are not publicly displayed on the Platform. Swaphouse stores the verified address securely and, by default, it is visible only to the user. When a home swap is planned through the Platform, users may choose to share their verified address with the other user involved in the planned swap through Swaphouse's interface.


7. Address sharing during planned swaps. Address sharing is initiated by the user and occurs solely within the context of a planned home swap. Swaphouse provides the technical means for sharing address information but does not verify or guarantee that the shared address is suitable, accurate beyond the scope of Address Verification, or appropriate for the purposes of the swap. Users are solely responsible for ensuring that any address they choose to share is correct and appropriate for the planned swap.


8. Expiration, revocation, and removal. Address Verification does not currently expire. Swaphouse may introduce an expiry period in the future; if we do, we will inform members in advance, before it applies to their badge. Swaphouse reserves the right to revoke or remove Address Verification at any time, including in cases of suspected abuse, fraud, or misuse. Users may also remove their own Address Verification at any time.


9. Fees. Swaphouse may, at its discretion, introduce fees for Address Verification now or in the future. Any applicable fees will be clearly communicated before a user chooses to participate.


10. User responsibility. Users remain solely responsible for conducting their own due diligence, including but not limited to video calls, identity checks, insurance arrangements, and key handover agreements.

Swaphouse may introduce additional optional verification features in the future, subject to these Terms and applicable laws. Identity Verification is described in Section 4.

4. Identity Verification

1. Optional feature. Identity Verification is an optional feature offered by Swaphouse to help foster trust between members. Participation is not required to use the Platform or to take part in a home swap, and not having an Identity Verified badge does not mean a member is unsafe or dishonest.


2. How Identity Verification works. The member enters their legal name on the Platform and then completes an identity check carried out by Didit Identity Spain, S.L. ("Didit"), our identity verification provider. Didit checks the member's identity document, compares a selfie with the photo on the document, checks that a live person is present, and checks whether the legal name entered matches the document. Before starting, the member must agree to these Terms and give explicit consent to the processing of their biometric data, as described in our Privacy Policy.


3. What Identity Verification confirms. An Identity Verified badge only confirms that, at the time of verification:
• the member's identity document received an approved result;
• the member's selfie matched the photo on that document;
• the selfie passed a check designed to detect photos or screens instead of a live person;
• the legal name entered by the member matched the name on the document.


4. What Identity Verification does not confirm. Identity Verification does not verify or guarantee:
• the honesty, reliability, behavior, or intentions of any member, or how they will look after a home;
• who controls or uses the account after the time of verification, or who will actually stay during a swap, including partners, co-hosts, and other guests;
• that the member's public name or profile photos are accurate;
• that the member has no criminal record (Identity Verification does not include a background check);
• ownership of, or the legal right to offer, any property.


5. One person per badge. An Identity Verified badge applies only to the member who completed the check. It does not cover a partner, co-host, or anyone else who uses the account or takes part in a swap.


6. Checks can be wrong. Identity checks are automated and may sometimes be reviewed by a person at Didit. They can make mistakes, miss fraud, or be worked around. An approved result reflects the information presented at the time of verification only.


7. No endorsement or reliance. The Identity Verified badge does not constitute an endorsement, certification, or recommendation by Swaphouse, and it is not insurance, damage protection, or a promise of compensation. Members should not rely solely on Identity Verification or any verification badge when deciding to enter into or complete a home swap.


8. Your legal name. The legal name you enter must be your full legal name exactly as it appears on your identity document. Once you confirm it, it cannot be changed. To use a different legal name, for example after a legal name change, you must remove your Identity Verification and verify again. Other members only see your public name, not the legal name you verified.


9. Your public name. Your public name is the name other members see. If you have an Identity Verified badge, your public first name must be one of your legal first names or a common short or familiar form of it (for example, Anna for Anna Maria or Tom for Thomas). Your public last name is optional; if you add one, it must be your legal last name or part of it. You may not use a public name that suggests you are someone else. If your situation is different, for example if you use a married name that isn't on your identity document, please contact Swaphouse Support. Swaphouse may compare your public name with your verified legal name, ask you to change it, and hide or remove your Identity Verified badge if your public name does not meet these rules.


10. Attempts. Each member can make up to three (3) verification attempts. An invitation that expires before it is used does not count as an attempt. Cancelling a verification that needs a retry or was not approved does not reset the number of attempts used. After a check is not approved, or after all attempts are used, the member can contact Swaphouse Support to discuss next steps. When a member removes an approved Identity Verification, the number of attempts is reset.


11. Results and disputes. The result of a check is determined by Didit. Swaphouse does not manually change a result to approved. If you disagree with a result, contact support@swaphouse.io. We will explain the reason for the result and, where possible, offer a new check. Contacting us does not automatically change a result or restore a badge. Please do not send us your identity document or selfie.


12. Removal and cancellation. You can remove your Identity Verification, or cancel a verification in progress, at any time via your profile. Your Identity Verified badge disappears immediately, and your verification data is deleted as described in our Privacy Policy. To get the badge back, you must verify again.


13. Review, suspension, and revocation. Swaphouse may review, suspend, or remove an Identity Verified badge if concerns arise, including in cases of suspected fraud, misuse, or impersonation, and may ask a member to verify again if their details change or an earlier check is no longer reliable. Identity Verification does not currently expire. Swaphouse may introduce an expiry period in the future; if we do, we will inform members in advance, before it applies to their badge.


14. Prohibited use. You may only verify your own identity, using your own valid identity document. Using another person's document, a forged or altered document, or someone else's face, or attempting to verify on behalf of another person, is a serious breach of these Terms and may result in immediate suspension or termination of your account.


15. Fees. Identity Verification is currently free of charge. Swaphouse may introduce fees for Identity Verification in the future. Any applicable fee will be clearly shown before a member chooses to start a verification.


16. User responsibility. You remain solely responsible for deciding who you swap with and for your own due diligence, including but not limited to video calls, reviews, insurance arrangements, and key handover agreements. You never have to go ahead with a swap because the other member has an Identity Verified badge.

5. Liability, Insurance, and User Responsibility

Swaphouse is not liable for any damages, accidents, or incidents that may occur during an exchange or for any damages in users' homes as a result of a home swap. It is recommended that you have your own insurance to cover any damages or accidents and advise your home insurance, liability insurance and travel insurance providers of any exchanges, altering your policies accordingly if required. You are responsible for checking with your insurance providers or landlord before participating in a home exchange to ensure compliance with their requirements.

Swaphouse shall not be liable for any loss, damage, dispute, or claim arising from a user’s reliance on Address Verification, the Address Verified badge, or the display of a verified address.

Swaphouse shall not be liable for any loss, damage, dispute, or claim arising from a user's reliance on Identity Verification or the Identity Verified badge, including where a check was incorrect or was worked around. Nothing in these Terms limits liability that cannot be limited under applicable law, or affects your rights as a consumer.

Swaphouse accepts no responsibility or liability for home exchanges or agreements between users, as our service is solely to introduce and facilitate exchanges through our website. Swaphouse is not responsible for any costs or damages arising from home exchanges, and your host is your point of contact in the event of any issues during a swap.

6. Dispute Resolution, Cancellation Policy, and User Warranties

Any disputes that may arise during an exchange, including cancellations, must be resolved between the exchanging parties. Swaphouse does not mediate or take responsibility for resolving disputes or cancellations. It is the responsibility of the users involved in a home swap to communicate and agree upon a cancellation policy before finalizing the exchange. Swaphouse strongly recommends that users discuss and agree upon the cancellation policy, including any potential fees or penalties, in advance to avoid any misunderstandings or disputes.

By agreeing to these Terms, you acknowledge and agree to the limitations of Swaphouse's liability as outlined in this document and your responsibilities as a user of the Swaphouse platform. Please ensure you understand and comply with these Terms to make the most of your experience on the Platform while safeguarding both your interests and those of other Swaphouse users.

7. Data Privacy

By using the Platform, you agree to our Privacy Policy and the collection and use of your personal information as outlined in the policy.

As part of the Address Verification process, Swaphouse collects and stores users' address information for the purposes of verification and enabling users to optionally share their verified address with the other user involved in a planned swap. Verified addresses are not made public and are only shared when a user explicitly chooses to do so. All personal data is processed in accordance with Swaphouse's Privacy Policy and applicable data protection laws.

As part of the Identity Verification process, Swaphouse stores the legal name you enter and the result of the check. Your identity document, selfie, and biometric data are processed by Didit on behalf of Swaphouse and are never shown to Swaphouse or to other members. Didit deletes this data one month after the check. Full details are in our Privacy Policy and in Didit's Verification Privacy Notice.

8. Platform Content, Account Deactivation, Copyright, and User-Generated Content

By using the Platform, you grant Swaphouse permission to publicly display your profile information (name, profile picture etc.) and home details (location, photos, etc.). You also warrant that any content you provide does not infringe on the copyrights or intellectual property rights of others. Swaphouse reserves the right to deactivate accounts at its discretion if there are reasons to believe that a user has violated these Terms or infringed on the rights of others.

By using the Platform, you agree that any user-generated content you submit, such as your home listing, reviews, images, comments, or messages between users, is your own original work and does not infringe upon the rights of any third party. You retain ownership of the content you provide, but by submitting it to the Platform, you grant Swaphouse a non-exclusive, royalty-free, worldwide, perpetual, irrevocable, and sublicensable right to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, and display such content for the purpose of operating and promoting the Platform. You also represent and warrant that you have the necessary rights and permissions to grant these rights to Swaphouse.

Reviews and member history (applies from 2026-12-30). Reviews reflect genuine swaps and interactions between members, not a particular email address or account. Deleting your account, creating a new account, changing your email address or moving to a different home does not reset your review history. When you delete your account, reviews that other members wrote about you are not deleted. They are kept for five (5) years after deletion, together with a minimal record that lets us recognize you if you return, as described in our Privacy Policy. If you return within that period and we reasonably determine that a new account belongs to the same member, we may link your earlier reviews to it. This applies to positive and negative reviews alike, and we will let you know when we do so. You can also ask Swaphouse Support to link your earlier reviews to a new account. Using Swaphouse without your earlier review history is not possible: you can continue with your review history, or delete your account.

Deleting your account removes your profile, home listings and account information. It does not remove reviews that other members wrote about you.

9. Age Requirement

By signing up for a Swaphouse account and using the Platform, you represent and warrant that you are at least 21 years old. Swaphouse reserves the right to terminate or suspend the accounts of users who are found to be under the minimum age requirement.

10. Termination and Suspension Policy

Swaphouse may suspend or terminate a user account where we have reason to believe that the user has violated these Terms, infringed the rights of others, provided false or misleading information, misused the Platform, acted in a way that may harm other users or the Swaphouse community, or engaged in activity that is otherwise inappropriate, unsafe, fraudulent, or disruptive to the Platform.

Circumvention (applies from 2026-12-30). You may not create or use an account, or have someone else create or use one for you, to avoid reviews, your member history, a suspension or termination, or other measures taken by Swaphouse. If we reasonably believe an account or listing is being used for this purpose, we may refuse, restrict, suspend or terminate it in accordance with this Section.

When Swaphouse suspends or terminates an account because of a suspected or confirmed breach of these Terms, we will provide the affected user with a written statement of reasons. This statement will, where reasonably possible, identify the specific provision of these Terms that was breached, describe the main facts and circumstances we relied on, and explain the decision in clear and plain language.

In urgent cases, including suspected fraud, safety risks, security issues, abuse, or legal obligations, Swaphouse may suspend or restrict an account immediately before providing a full explanation. In such cases, we will provide the statement of reasons as soon as reasonably possible, unless we are legally prevented from doing so or doing so would risk harm to users, the Platform, an investigation, or the prevention of fraud or abuse.

If your account is terminated or suspended, you may lose access to some or all features and services of the Platform.

If you wish to dispute a termination or suspension, you may contact Swaphouse at support@swaphouse.io. Swaphouse will review your case and provide a response within a reasonable time frame.

11. Links to Other Websites

The Swaphouse Platform may contain links to third-party websites or resources that are not owned or controlled by Swaphouse. By providing these links, Swaphouse does not endorse, warrant, or assume any responsibility for the content, privacy policies, terms and conditions, or practices of any third-party websites or resources. You acknowledge and agree that Swaphouse shall not be responsible or liable, directly or indirectly, for any damage or loss caused or alleged to be caused by or in connection with the use of or reliance on any content, goods, or services available on or through any such third-party websites or resources.

As a user, you are responsible for reviewing and agreeing (or disagreeing) with the terms and conditions and privacy policies of any third-party websites or resources you visit or interact with. We strongly recommend that you read the terms and conditions and privacy policies of any third-party websites or resources that you access through links on the Swaphouse Platform.

12. Support

Swaphouse aims to provide a high level of availability and responsiveness to its users. You can use the chat messaging feature on the platform or send an email to support@swaphouse.io to contact Swaphouse's support team for any questions or issues.

13. Intellectual Property

By using the Platform, you acknowledge and agree that all content on the Platform, including but not limited to text, graphics, logos, images, and software, is the property of Swaphouse or its licensors, and is protected by copyright, trademark, and other intellectual property laws. You may not use, copy, reproduce, modify, or distribute any content on the Platform without the prior written consent of Swaphouse.

14. Limitation of Liability and Indemnification

Swaphouse is not liable for any direct, indirect, incidental, special, consequential, or punitive damages, including but not limited to damages for loss of profits, goodwill, use, data, or other intangible losses, resulting from your access to or use of the Platform, except where caused by Swaphouse's intent or gross negligence, or where liability cannot be excluded or limited by law.

You agree to indemnify, defend, and hold harmless Swaphouse, its affiliates, directors, officers, employees, and agents from and against any and all claims, liabilities, damages, losses, or expenses, including reasonable attorneys' fees and costs, arising out of or in any way connected with your access to or use of the Platform, your User Content, or your breach or violation of these Terms. This indemnification obligation will survive the termination or expiration of your account and these Terms.

15. Force Majeure

In the event of a force majeure event, such as natural disasters, strikes, or unforeseeable circumstances beyond Swaphouse's control, Swaphouse shall not be held liable for any disruptions, delays, or non-performance of its services. Swaphouse will make reasonable efforts to mitigate the impact of such events on its users.

16. Complaints

If you wish to file a complaint regarding our service, the termination or suspension of your account, please contact Swaphouse at complaints@swaphouse.io. Swaphouse will investigate and respond to your complaint within a reasonable time frame.

17. Changes to the Terms and Partial Invalidity

Swaphouse reserves the right to modify these Terms at any time. Any changes to these Terms will be posted on the Platform. We will inform members of material changes by email. Changes that limit your rights or add obligations for you take effect no earlier than 30 days after we inform you; if you do not agree with such changes, you can delete your account before they take effect. Other changes, such as new optional features or changes that are in your favor, may take effect immediately. Your continued use of the Platform after any changes have been made will constitute your acceptance of the revised Terms.

If any provision of these Terms is held to be partially invalid or unenforceable by a court of competent jurisdiction, the remaining provisions of these Terms shall remain in full force and effect to the extent permitted by applicable law.

18. Governing Law and Jurisdiction

These Terms shall be governed by and construed in accordance with the laws of the Netherlands, where Swaphouse is registered. By accessing or using the Swaphouse Platform, you agree to submit any disputes arising out of or in connection with these Terms will be brought exclusively to the Amsterdam court. This does not affect any mandatory rights you have under the consumer law of your country of residence, including the right to bring a claim in the courts of your own country.

19. Contact Information

Company Name: Swaphouse B.V.
Address: Kornetstraat 22, 2023GN Haarlem
Email: support@swaphouse.io
Chamber of Commerce Registration Number: 91817056

Disclaimer and User Warranties

Swaphouse is not liable for any discrepancies between the information on the Platform and the actual conditions of the swapped home.

Swaphouse does not verify property ownership or guarantee the accuracy, validity, or suitability of user-provided information, including verified addresses. An Identity Verified badge confirms only the checks described in Section 4 at the time of verification.

By agreeing to these Terms and Conditions, you acknowledge and agree to the limitations of Swaphouse's liability as outlined in this document and your responsibilities as a user of the Swaphouse platform. Please ensure you understand and comply with these Terms to make the most of your experience on the Platform while safeguarding both your interests and those of other Swaphouse users.

Changelog

Last updated: 2026-10-31