Guest Terms
Version of August 2026
1. Who we are
Torcano is the tool used by your host or property manager to message you on WhatsApp during your stay, and where applicable to offer you additional services and guarantee arrangements.
Torcano is operated by a sole trader (auto-entrepreneur) trading as Torcano, Mougins (06250), France. SIRET 98927583900011.
2. Our role
Torcano is a technical intermediary. We are not the owner, landlord or manager of the property.
Your rental contract, and any contract for additional services, is concluded directly with your host or property manager ("the Host"). The Host is solely responsible for the property, the services provided and the handling of any complaint.
Torcano is not an insurer, guarantor or payment institution.
3. Messages
The messages you receive through Torcano are sent on behalf of your Host. Some are generated automatically by an artificial intelligence system and may contain errors. They do not constitute a contractual commitment by your Host. If in doubt, contact your Host directly.
Torcano is not an emergency service. In the event of an incident, danger or emergency, contact your Host immediately using the direct contact details they have given you, or the relevant emergency services.
4. Additional services
Your Host may offer you additional services (early check-in, late check-out, transfers, and others).
These services are provided by your Host or their partner providers. Torcano does not provide them and is not responsible for their quality or performance.
Prices shown are set by your Host. Payments are collected by your Host via Stripe; Torcano charges a commission in its capacity as technical intermediary.
Any cancellation or refund request is for your Host to decide and must be addressed to them directly.
5. Card hold
Where your Host requests a card hold:
- this is a pre-authorisation: an amount is held on your card, no payment is taken;
- the amount held temporarily reduces the balance available on your card;
- the hold is released after your departure, on the terms agreed with your Host;
- the time taken for funds to become available again depends on your bank and may take several working days. This is outside the control of both Torcano and your Host;
- a pre-authorisation has a limited validity period set by your bank and the card networks. On longer stays, your Host may need to place a new one.
Your Host may charge all or part of the amount in the event of damage or breach of the rental conditions. That decision is your Host's, not Torcano's.
6. No-hold option
Instead of a card hold, your Host may offer you the option of paying a non-refundable flat amount. In consideration of that payment, no amount is held on your card.
This payment is not insurance, a guarantee, or a release from liability. You remain responsible for any damage on the terms agreed with your Host.
7. Payment authorisation
By saving your card, you authorise your Host, through Torcano and its payment provider Stripe, to store your card details and to charge that card without your presence being required, in the following cases:
- additional services you order during your stay;
- amounts due for damage, breach of the rental conditions, or agreed fees, identified by your Host during or after your stay.
These charges may be made during your stay and for up to thirty (30) days after your departure.
You will be notified by message of any charge made.
Your card is stored securely by Stripe. Torcano does not store your full card details. You may ask your Host to delete this payment method at any time, subject to any sums outstanding.
8. Personal data
Torcano processes your personal data on behalf of your Host, as a processor within the meaning of the GDPR. Your Host is the data controller.
Your data is processed in accordance with our Privacy Policy.
To exercise your rights of access, rectification, erasure or objection: contact your Host, or write to us at hello@torcano.io.
9. Liability
Torcano is not liable for:
- the provision, quality or performance of your Host's or their partners' services;
- the condition of the property or any dispute relating to the rental;
- unavailability attributable to third-party services (WhatsApp, Stripe, telecommunications operators);
- decisions taken by your Host regarding charges, refunds or card holds.
Nothing in these terms limits Torcano's liability for fraud, gross negligence or personal injury, or affects your mandatory rights as a consumer.
10. Complaints and mediation
Address any complaint relating to your stay or to additional services directly to your Host.
For complaints concerning the operation of the Torcano platform, write to us at hello@torcano.io.
If a dispute remains unresolved, you may use consumer mediation free of charge:
CM2C — Centre de la Médiation de la Consommation de Conciliateurs de Justice
49 rue de Ponthieu, 75008 Paris, France
https://www.cm2c.net
You may also use the European online dispute resolution platform: https://ec.europa.eu/consumers/odr
11. Governing law
These terms are governed by French law, subject to any more favourable mandatory provisions of the country of your habitual residence.