What is the purpose of this policy?

This policy establishes general requirements for the responsible use of SAMARA's website, booking services and related services, and addresses fraud prevention, security, prohibited activities and the protection of guests, properties and service providers.

What activities are prohibited when using SAMARA's services?

Users must not use SAMARA's website or services for unlawful, fraudulent, abusive, deceptive or unauthorized purposes. Prohibited activities include attempting to obtain services through false information, unauthorized access, payment fraud, misuse of reservations, harassment, interference with services, and activities that create unreasonable risks to persons, property or systems.

What information must I provide when making a booking?

Users must provide accurate and complete information required to process a reservation or use the relevant service. Users must not impersonate another person, provide materially false information, or use information belonging to another person without authorization.

Can SAMARA verify booking or payment information?

SAMARA or its service providers may take reasonable steps to verify information associated with reservations, payments or account activity where necessary to process transactions, prevent fraud, protect users or comply with applicable obligations.

What happens if fraudulent activity is suspected?

Where fraudulent, deceptive or unauthorized activity is suspected, SAMARA may take reasonable measures permitted by law, which may include reviewing the relevant activity, requesting additional information, restricting or cancelling a reservation, declining a transaction, or reporting suspected unlawful activity to the appropriate parties or authorities.

Can SAMARA cancel a suspicious reservation?

Where there are reasonable grounds to suspect fraud, unauthorized activity or a material breach of applicable booking conditions, SAMARA or the relevant accommodation operator may restrict or cancel a reservation where permitted by the applicable terms and law.

What should I do if I suspect fraudulent activity involving my booking?

Guests should contact SAMARA promptly through the available support channels if they suspect unauthorized activity, fraudulent communications, suspicious payment requests or other misuse involving their reservation.

How should I protect my booking information?

Guests should take reasonable precautions to protect booking references, access credentials, payment information and other sensitive information. Guests should not knowingly disclose such information to unauthorized persons or respond to suspicious requests for payment or personal information.

Can I use automated systems to access SAMARA's website?

Users must not use automated systems, bots, scripts or other technical means to access, scrape, copy, interfere with or interact with SAMARA's website or services in a manner that is unauthorized, excessive, disruptive or contrary to applicable terms.

Can I interfere with SAMARA's website or booking services?

Users must not attempt to disrupt, disable, overload, damage or interfere with the operation of SAMARA's website, booking services or related systems, or attempt to gain unauthorized access to systems, accounts, data or functionality.

Can I test or investigate SAMARA's security systems?

Users must not conduct unauthorized security testing, vulnerability scanning, penetration testing, probing or other activities intended to identify or exploit weaknesses in SAMARA's systems or services. Security concerns should be reported through the appropriate support channel.

Can I use SAMARA's services for unlawful activities?

No. SAMARA's website, booking services and accommodations must not be used for unlawful activities or for purposes that violate applicable laws, regulations or the rights of others.

Can I use a reservation for unauthorized commercial purposes?

Reservations must not be used for unauthorized commercial activities, resale, onward rental, unauthorized events, advertising, professional production or other commercial purposes where such use is prohibited by the applicable booking or property conditions.

What happens if I violate this policy?

Where a user violates this policy, SAMARA may take reasonable measures permitted by law and the applicable terms. Depending on the circumstances, this may include restricting access, cancelling or refusing a reservation, investigating the activity, seeking recovery of verified losses, or reporting suspected unlawful conduct to the appropriate authorities.

Does this policy limit my legal rights?

Nothing in this policy is intended to exclude or restrict rights or protections that cannot lawfully be excluded or restricted under applicable law.

Legal

Fraud & Acceptable use

‍Last updated: 28 September 2026

This Fraud, Security & Acceptable Use Policy establishes the rules applicable to the use of the Samara Stays website, booking services and related digital services.

It is intended to protect guests, accommodation services, payment transactions and the integrity and security of the Samara Stays services.

1. Lawful Use

Users must use Samara Stays services only for lawful purposes and in accordance with:

applicable legislation;
the Samara Stays Terms & Conditions;
applicable booking conditions;
this Policy; and
reasonable security instructions communicated by Samara Stays.

2. Accurate Information

Users must provide accurate, current and complete information when making a reservation or communicating with Samara Stays.

Users must not:

impersonate another person;
provide false identity information;
use another person's account without authorization;
provide deliberately misleading booking information; or
conceal information where disclosure is reasonably required for the reservation or applicable legal obligations.

3. Payment Fraud

The following activities are prohibited:

use of a payment instrument without authorization;
use of stolen or unlawfully obtained payment credentials;
attempting to obtain accommodation without legitimate payment;
deliberately reversing or disputing a legitimate transaction without reasonable basis;
manipulating payment information;
attempting to bypass payment-security controls; or
using Samara Stays services to facilitate financial fraud.

Where a transaction presents reasonable indicators of fraud or unauthorized use, Samara Stays may take protective measures permitted by law.

4. Reservation Fraud

Users must not attempt to manipulate the booking system or reservation process.

Prohibited activities include:

creating reservations using false information;
making reservations for fraudulent purposes;
repeatedly creating reservations for the purpose of artificially restricting availability;
using automated systems to create unauthorized reservations;
circumventing booking restrictions;
manipulating promotional offers; or
attempting to obtain accommodation through deception.

5. Promotional Offers

Promotional codes, discounts and special rates must only be used in accordance with their stated conditions.

Users must not:

reproduce or distribute restricted promotional codes without authorization;
create multiple accounts for the purpose of circumventing promotional restrictions;
manipulate booking information to obtain an ineligible discount; or
otherwise abuse a promotional offer.

Samara Stays may cancel or refuse a transaction where a promotional offer has been obtained through unauthorized or fraudulent means, subject to applicable law.

6. Account Security

Where account functionality is provided, users are responsible for maintaining the confidentiality of their authentication information.

Users must:

use appropriate security measures;
keep passwords and authentication information confidential;
avoid sharing account credentials;
notify Samara Stays if unauthorized access is suspected; and
log out of accounts where appropriate, particularly on shared devices.

Users are responsible for activity conducted through their account to the extent permitted by applicable law.

7. Unauthorized Access

Users must not attempt to obtain unauthorized access to:

Samara Stays accounts;
administrative systems;
booking databases;
payment systems;
servers;
networks;
APIs;
security controls; or
information belonging to another user.

Attempts to bypass authentication or other access controls are prohibited.

8. Technical Abuse

Users must not knowingly introduce or transmit:

malware;
viruses;
ransomware;
spyware;
malicious scripts;
destructive code; or
other harmful software.

Users must not interfere with the normal operation of the website or its supporting systems.

9. Automated Access

Automated access, scraping, crawling, extraction or other systematic collection of information from the Samara Stays website is prohibited where it:

exceeds reasonable technical use;
circumvents access controls;
interferes with website operation;
collects personal information without authorization;
is used to manipulate availability or pricing; or
otherwise violates these Terms or applicable law.

Search-engine indexing and other legitimate automated access may be permitted where consistent with applicable technical controls.

10. Security Testing

Users must not conduct penetration testing, vulnerability scanning, security testing or similar activity against Samara Stays systems without prior written authorization.

Security vulnerabilities discovered unintentionally should be reported responsibly through the appropriate contact channel.

11. Abuse of Customer Support

Customer-support services must not be used to:

submit fraudulent claims;
impersonate another guest;
obtain unauthorized refunds;
repeatedly submit substantially identical requests for the purpose of disrupting support;
threaten or harass support personnel; or
otherwise interfere with the provision of customer support.

Nothing in this section restricts a guest's legitimate right to submit a complaint or exercise a legal right.

12. Chargebacks and Payment Disputes

Guests should contact Samara Stays before initiating a payment dispute where the matter can reasonably be resolved directly.

A chargeback or payment dispute must not knowingly be initiated on the basis of false or misleading information.

This provision does not prevent a guest from exercising any legitimate statutory or contractual right.

13. Prohibited Activities

The Samara Stays services must not be used to:

conduct unlawful activity;
facilitate fraud;
facilitate money laundering or terrorist financing;
violate another person's rights;
distribute malicious content;
interfere with another user's access;
obtain confidential information without authorization;
circumvent technical or security controls; or
otherwise misuse the services.

14. Personal Data

Users must not attempt to access, collect, disclose or misuse personal information belonging to other guests, employees, contractors or other individuals through the Samara Stays services.

Personal data obtained through legitimate use of the services must be handled in accordance with applicable law.

The processing of personal data by Samara Stays is described in the Samara Stays Privacy Policy.

15. Security Measures

Samara Stays may use reasonable technical and organizational measures to protect its services and users against unauthorized access, fraud, abuse and security incidents.

Security measures may include transaction monitoring, authentication controls, technical restrictions and other measures appropriate to the circumstances.

Security measures may operate automatically and may occasionally result in legitimate transactions or activities being subject to additional verification.

16. Protective Measures

Where reasonably necessary to protect users, accommodation, payment systems or the integrity of the Samara Stays services, Samara Stays may:

restrict access;
request additional verification;
suspend account functionality;
decline a transaction;
cancel a reservation;
restrict promotional benefits; or
take other reasonable protective measures.

Any such action will be subject to applicable law and the circumstances of the case.

17. Reservation Cancellation Following Security Concerns

Where a reservation is reasonably suspected of involving fraud, unauthorized payment use, identity misuse or other unlawful activity, Samara Stays may cancel or restrict the reservation where permitted by law.

Where appropriate, the guest will be informed.

Where a legitimate payment has been received and a refund is legally or contractually due, the applicable refund process will apply.

18. Reporting Security Concerns

Users who identify a suspected security vulnerability, fraudulent transaction or unauthorized access involving Samara Stays should contact:

legal@samarastays.com

Reports should contain sufficient information to allow the matter to be investigated.

Users should not exploit or disclose a vulnerability publicly before Samara Stays has had a reasonable opportunity to investigate it.

19. Cooperation with Authorities

Where required or permitted by law, Samara Stays may cooperate with competent authorities concerning suspected fraud, unlawful activity, security incidents or other matters affecting the safety and integrity of its services.

20. No Guarantee Against Fraud

Reasonable security measures are maintained, but no online system can be guaranteed to be completely secure or immune from fraud, unauthorized access or other security incidents.

Users remain responsible for taking reasonable precautions when using online services and payment instruments.

21. Relationship with Other Policies

This Policy supplements the:

Samara Stays Terms & Conditions;
Booking & Payment Policy;
Refund & Cancellation Policy;
Privacy Policy; and
other applicable policies and booking conditions.

Mandatory rights under applicable law remain unaffected.

22. Changes to This Policy

This Policy may be updated from time to time to reflect changes in security practices, services, technology or applicable law.

The version published on the Samara Stays website shall apply from its stated effective date.

23. Contact

Formal correspondence concerning this Policy may be addressed to:

SERENITY HIDEAWAY – EMPREENDIMENTOS IMOBILIÁRIOS, UNIPESSOAL, LIMITADA
‍Email: legal@samarastays.com
Telephone: +351 239 065 365

24. Effective Date

This Fraud, Security & Acceptable Use Policy is effective from 28 September 2026.

End of Fraud, Security & Acceptable Use Policy