Terms

Guest Defender

Guest Defender is a web app by Luca Puppi (BB1 Studio) that reads requests for money received after a stay (damage, cleaning, smoke, missing items, deposits kept) and checks with fixed rules what can be disputed, what is fair to pay, where to answer and by when: the rules of Airbnb, Booking.com and Vrbo, those of the card networks (Visa and Mastercard), the bank refund in the EU (Directive 2015/2366, arts. 76-77) and, for homes booked directly, the civil codes.

• Free check: you upload the request and the other documents and see for free what you can dispute, what is fair to pay, the reasons, where to answer with the deadlines and what to do. No account or email needed.
• Letters: they cost €9.99 per check, taxes included, with a single payment and no renewals, and can only be bought when the result has letters to prepare. The price covers all the letters of the check: depending on the case, the reply to the host or the hotel, the letter to the platform, the appeal to Airbnb, the request to your bank (refund or chargeback) and the formal demand, in English, Italian, Spanish or French. The letters accept what is fair to pay and dispute only the rest.
• Payment: the texts are sold by Sold through Link, LLC («Link»), a Stripe company and our authorised reseller («Merchant of Record»), which takes the payment, applies the taxes of your country and sends you the receipt and the invoice under its «Sold through Link» terms. You pay on Stripe's page, by card, Apple Pay, Google Pay or Link; on your statement you will see a line such as «LINK.COM* BB1 STUDIO». We never see your card details.
• Delivery and refund: the texts open right after the payment. If you change your mind, write to us within 14 days of the purchase and we will refund you, no questions asked: the refund goes back to the same payment method and Link confirms it by email.
• No percentages: we don't take a share of what you save and we don't negotiate with the host, the hotel, the platform or the bank for you. We never ask for bank codes, passwords or PINs: if someone asks you for them in our name, it's a scam.
• Codes: we may give you a code that opens the texts of one or more cases for free, for example to try the service. It is personal and may expire.
• Your private link: the case stays on its private link for 30 days from the check or from when the texts are opened, then it is deleted. Anyone with the link can open it: share it only with whom you want. You can delete the case sooner from the app.
• Proper use: upload only requests that concern you or someone who asked you to check them, and use the letters only for amounts you really dispute.
• Limits: the documents are read by an AI and the check is done by a program with fixed rules: both can make mistakes, for example if a photo is hard to read or dates that matter are missing. Some facts (the platform, the departure date, the card network, where you live) are sometimes not in the documents: that's why the app asks you for them and the result may remain uncertain. Platforms can change their rules, and some special cases may have different ones. This is information, not legal advice: for large amounts, if in doubt or if you receive a court document, talk to a lawyer or a consumers' association. The letters are drafts to complete, check and sign: you send them, and the decision is up to whoever receives them (the host, the hotel, the platform, the bank) or, if it gets that far, the court. We can't guarantee the outcome. It doesn't work for places in Germany or Austria, or for people who live in those two countries.
• Availability: we try to keep the service running at all times, but it may be interrupted and deadlines do not move: do not wait for the last day. If you cannot open the texts you paid for, write to us from the contact page and we will sort it out.
• Your data: we process it as explained in the privacy policy.

These terms are governed by Spanish law, without prejudice to the mandatory consumer protection rules of the country where you live.