Listing Ts&Cs

 1. Description of Work

1.1.  Euphoric Leisure (Pty) Ltd (herein referred to as Euphoric) acts solely as the agent of the property owner (the Principal) in facilitating, marketing, and managing short-term rental bookings for the Principal’s property. All rental income collected by Euphoric Leisure on behalf of the Principal constitutes income of the Principal and not of Euphoric Leisure. Euphoric Leisure does not acquire ownership of, or any beneficial interest in, such rental income at any point. In accordance with Section 54 of the Value Added Tax Act 89 of 1991, all taxable supplies of accommodation are deemed to be made by the Principal, and Euphoric Leisure’s only taxable supply is the management and agency services it renders to the Principal. A monthly statement reflecting all bookings, income received, and costs incurred on the Principal’s behalf will be issued within 21 days of the end of each calendar month, in compliance with Section 54(3) of the VAT Act.

2. Rental Management Services

In exchange for the rental management fee that is charged to the Homeowner, Euphoric shall provide the following services:

2.1. Euphoric will endeavour to secure bookings for the Homeowner and will utilise multiple online booking platforms and a network of agents in order to increase exposure of the properties it manages. 

2.2. Euphoric will write up the listing and optimize it across various booking platforms.

2.3. These online booking platforms typically charge 15%-17.1% (excl. VAT) of the gross booking value as a fee/commission on each booking they secure in a property. This fee is referred to as the channel fee and is payable to the relevant platform responsible for securing the booking. Examples of these platforms include Airbnb, Booking.com, Expedia, SA-Venues, Pangolin Collection, etc.

2.4. Euphoric also makes use of various independent agents who market Euphoric’s properties to their respective client bases. These agents receive a 15% (excl. VAT) commission on the gross booking value of any bookings they secure in any property listed on the Euphoric website. This commission is referred to as the agent commission. On every booking there will either be a platform fee or an agent commission payable on the gross booking value, not both. These fees are collectively referred to as channel fees.

2.5. Euphoric is responsible for managing the pricing and availability across various channels as it deems fit. This is done through a thorough comparative market analysis. The Homeowner agrees that Euphoric has the mandate and expertise to make pricing decisions and is therefore not required to consult with them before accepting a booking from a Guest or setting the price for any Bookings. However, Euphoric will bear in mind the Homeowner’s requirements and objectives for the property that have been communicated with Euphoric before making any decisions;

2.6. Euphoric will engage a photographer to take professional photos of the Property in a full photoshoot at the owners cost. A new photoshoot will be scheduled when there are any material updates to the property and new photos will be arranged to be taken every 2 or so years to ensure the property listing does not go stale with old photos.  

2.7. Euphoric will respond to any enquiries raised by Guests in relation to a Homeowner’s Listings and manage all communications with the Guests including any disputes that may arise.

2.8. Euphoric will manage the damage protection process.

2.9. The Homeowner can view the live availability of their property on the Pangolin Collection‘s website and track all bookings on their specific real-time bookings report.

2.10. The Homeowner will receive his/her own Homeowner code that will trigger a 100% discount when booking his/her property on the Pangolin Collection booking platform. This homeowner code can be used to block off time in the calendar for personal or friends & family bookings. Homeowners understand that if any personal booking is not recorded on the live calendar and someone else books the property, then the confirmed booking must be honoured. Therefore, it’s important that homeowners block off personal bookings through the Pangolin Collection website as soon as they decide to travel, rather than messaging the team to block out dates.

2.11. All bookings are governed according to the following definitions:

2.11.1. “Confirmed Booking”: Refers to a new booking that falls outside of the current cancellation period. This means the booking can be cancelled by the guest with a full or partial refund. The current cancellation policy can be found in 3.4 of the Rentals Ts&Cs: https://euphoricleisure.com/rental-ts-and-cs/. The cancellation policy is there to protect the Homeowner while remaining in line with market trends so as not to compromise bookings. The cancellation policy may vary per booking platform.

2.11.2. “Guaranteed Booking”: Refers to bookings within the current cancellation period, where the booking funds are guaranteed, even in the event of a cancellation. 

2.12. Euphoric will market available time through online channels, social media, and its agent network, as well as to its existing rental base and Pangolin Club members. Euphoric will manage the calendar and all bookings must be routed through the Pangolin Collection website or our office. The calendar is available for viewing on the Pangolin Collection website: book.pangolincollection.com.

2.13. Euphoric may move bookings within the cancellation period due to extenuating circumstances that can be verified. 

2.14. Euphoric will provide the Homeowner with a link to his/her own real-time bookings report that details each confirmed booking in the property, along with a breakdown of all the relevant fees and any miscellaneous sums owed or expenses incurred.

2.15.  Homeowner pay-outs are consolidated on a monthly basis and a lump sum payment is made to the Homeowner by the 20th of each month following the relevant bookings check-in date. A booking’s check-in date determines in which month it is categorized. Therefore, if a booking is from 28th June to 5th July, this booking will be included in the June billing period and will be paid by 20th July.

2.16. The Homeowner agrees that Euphoric shall not provide the Excluded Services (Appendix A) as part of this agreement. If there is a need for any of these Excluded services, both parties can discuss them as and when is needed and agree for Euphoric to arrange them at an extra cost.

2.17. The Homeowner share refers to the gross booking amount minus: the channel fee and the management fee. 

2.18. Euphoric shall be the primary, but non-exclusive, rental agent of the property but may outsource certain functions at its own discretion.  

2.19. All Pangolin Collection Homeowners agree to Pangolin Club members booking their property at the relevant member rates. The 50% member discount in the Pangolin Club exclude blackout dates (i.e. Peak Season). Pangolin Collection Homeowners automatically receive membership to the Pangolin Club for as long as their property remains listed in the Pangolin Collection.  

2.20. Owners agree to provide Euphoric with five (5) complimentary nights per year for site inspections, competition giveaways, influencer exchanges, team trips and the like. 

2.21. Housekeepers or cleaning companies will be added to Euphoric’s property management app and will receive notifications of confirmed bookings in the property so that they can schedule the relevant cleans.

2.22. Euphoric Leisure maintains the discretion to issue refunds to guests in the instances where an advertised amenity is unavailable or not functioning properly during their stay, or if a service provider fails to deliver a promised service at any point during their stay. The determination of the refund amount will be made on a case-by-case basis by Euphoric Leisure. It is important to acknowledge that in such situations, booking platforms such as Airbnb and Booking.com, at their sole discretion, may independently provide refunds to guests without consulting Euphoric Leisure and will automatically adjust the rate before processing payments. 

3. Virtual Property Management & Administration Services

3.1. To keep accommodation at a consistently high standard for guests, Euphoric will provide virtual property management services for the Property. Euphoric will work with the Homeowner to keep the Property at Euphoric’s rental standards so that every guest has a great experience.

3.2. Euphoric will provide the following virtual property management services. These services are virtual and do not include being onsite. Onsite visits are only available in certain destinations and are charged on an ad hoc basis, at a fee agreed with the Homeowner beforehand.

3.2.1. maintenance project management;
3.2.2. obtaining quotations for repairs and maintenance;
3.2.3. appointing, coordinating and overseeing contractors;
3.2.4. replacing damaged household items;
3.2.5. paying approved third-party suppliers (including cleaners and contractors) on the Homeowner’s behalf;
3.2.6. recommending property improvements and upgrades;
3.2.7. regular communication and progress updates to the Homeowner;
3.2.8. coordinating emergency maintenance within the Authorised Limit;
3.2.9. quality assurance oversight to support guest satisfaction and protect the Property’s online reputation;
3.2.10. maintaining rental-ready standards and ongoing property presentation.

3.3. A positive guest experience depends on maintenance issues being dealt with promptly. The Homeowner therefore authorises Euphoric to spend up to the value of the Property’s security deposit per month on the Homeowner’s behalf. This covers emergency repairs or maintenance, or any other action Euphoric reasonably believes is necessary to remedy or rectify a situation.

3.4. Euphoric shall not carry out any significant or major repairs costing more than the Property’s security deposit amount without the Homeowner’s prior express consent, except in extenuating circumstances (refer to clause 10).

3.5. If the Property receives 3 (three) major complaints about quality and upkeep within a 6 (six) month period, or the Property’s rating falls below an acceptable standard, Euphoric reserves the right to suspend the Property and block the calendar. The Property will stay suspended until the Homeowner has dealt with the issues, or upgraded or refurbished the Property, and it meets a standard acceptable to Euphoric again.

3.6. The Homeowner agrees that members of Euphoric’s team may stay at the Property for a minimum of 2 (two) nights (midweek), twice a year, at the Homeowner’s cost, to carry out quality checks and give the Homeowner feedback and suggestions.

3.7. The Homeowner agrees to provide all the items listed in the Rental-Ready Checklist. If any items are not provided, Euphoric may buy them and deduct the cost, plus a 15% (excl. VAT) service fee, from the Homeowner’s next monthly payout.

3.8. Virtual Property Management Fees 2026 (excl. VAT)

The monthly virtual property management fee is part of the service level agreement and is charged as follows:

Ocean Club properties: R850 per month
1 or 2 bedrooms: R1,060 per month
3 or 4 bedrooms: R1,485 per month
5 or 6 bedrooms: R1,700 per month
7+ bedrooms: R2,000 per month

Billing: monthly in arrears.

3.9. Where the Homeowner asks Euphoric to carry out work or services beyond the scope set out in clause 3.2, Euphoric reserves the right to charge a service fee of 15% (excl. VAT) of the total cost of the job or service provided.

4. Duration of Work

4.1. The initial listing period will be for a period of 1 (one) year from the date of the property going live on the Euphoric platform and will continue in perpetuity unless cancelled by either party, giving 1 (one) months’ written notice. Cancellation of existing bookings by the Homeowner may be subject to cancellation fees detailed in clause 9.

5. Good Faith

5.1. The parties hereto shall act with the utmost good faith between each other in all matters concerning this agreement and the parties shall endeavour to ensure that the objectives of this agreement are met and realised.

6. Liability and Indemnification

6.1. The Homeowner must ensure that they maintain adequate and suitable insurance cover for all hospitality use and ensure protection against public liability for any claim against Euphoric or the guests of the Property in respect of fire, theft, and such other perils as deemed necessary for the fixtures, fittings and movables in the Property, including operating equipment.

6.2. The Homeowner also agrees and understands that Euphoric is not providing investment advice or real estate advice and that the Homeowner shall make their own independent decision on whether short-term letting is the right solution for them. Notwithstanding any of these terms and conditions and whilst Euphoric warrants that it shall endeavour to ensure that the service provided is of the highest standard, no warranty can be given to the Homeowner in respect thereof. The Homeowner indemnifies Euphoric, its employees, contractors, guests and other persons connected in some way to the provision of the services against all claims for loss unless due to the deliberate or grossly negligent actions of the relevant party. 

6.3. The Homeowner will contract directly with a guest and Euphoric will not be liable in respect of any matter arising which relates to a booking between the Homeowner, Euphoric, and a guest which includes the breakage of any items at the property caused by the guest or due to reasons beyond Euphoric’s reasonable control.

6.4. Any malicious or accidental damage to the Property caused by guests or their visitors, is the guest’s responsibility. All damages should be photographed and reported by the cleaning staff/company within 48 hours of the guest vacating the Property or before the next guest checks-in, whichever is sooner, along with details of the damages items (brand, size, colour, description, etc). Euphoric may hold a breakage deposit for bookings made through agents or the various online booking platforms. Euphoric is not responsible for payment of damages on unsuccessful claims and will not be held liable for any damages. Euphoric will merely act as a mediator between the Homeowner and the guest during the breakage claim process. Damage claims will only be processed on damages exceeding R100.00.

6.5. Euphoric will not be liable for the provision of services by third parties (any “Third Party Supplier”) including those who provide the Extra Maintenance Services or any other maintenance or repair services that Euphoric book on the Homeowner’s behalf. However, Euphoric will ensure that we take reasonable care and skill in selecting such Third Party Suppliers.

7. Arbitration and Jurisdiction

7.1. Should there be a dispute in regard to the interpretation of the terms of this Agreement or the standards to be achieved in respect of the project as a whole or in relation to a part thereof, the parties shall agree on the selection of an Arbitrator who shall have the appropriate qualifications to tend to such dispute.

7.2. Both parties shall draw up their contentions in respect of the dispute and shall forward the same to the Arbitrator within seven (7) days of the Arbitrator’s selection by the parties.

7.3. The Arbitrator may call upon the representatives of the parties either singly or together to elicit further information to assist the Arbitrator in making his/her decision.

7.4. The Arbitrator’s decision shall be final.

7.5. Such Arbitration proceedings shall not be subject to the Arbitrations Act 1965.

7.6. The party least favoured by the Arbitrator’s decision shall be liable for the entire costs of the arbitration proceeds.

7.7. Should the parties be unable to agree on the selection of the sole Arbitrator to attend to the dispute, the matter shall be referred to the group leader of advocates Group 621  or the Brooklyn Group of Advocates for an arbitrator to be appointed by the aggrieved party, which decision to appoint the Arbitrator shall be final.

8. Breach

8.1. Should either party be in breach of any provision of this Agreement, the aggrieved party shall, by means of a written notice give the offending party fourteen (14) working days within which to remedy the cause for complaint, failing which the aggrieved party shall have the right to:

– Grant the offending party further time to remedy the cause for complaint.

– Cancel this agreement with immediate effect and pursue damages.

9. Cancellation by Homeowner

9.1 The following cancellation penalties are applicable to a booking which has been confirmed by Euphoric and are applicable when a Homeowner cancels a booking, except if the booking is cancelled due to extenuating circumstances: 

9.1.1 If the booking is cancelled by the Homeowner more than 30 days before check-in, a cancellation fee of 20% of the reservation amount is applicable. 

9.1.2 If the booking is cancelled by the Homeowner more than 14 days but less than 30 days before check-in, then a cancellation fee of 35% of the reservation amount is payable by the Homeowner to Euphoric. 

9.1.3 If the booking is cancelled by the Homeowner 14 days or less before check-in, then a cancellation fee of 60% of the reservation amount is payable by the Homeowner to Euphoric. 

9.2. The Homeowner is required to make payment of the cancellation fee to Euphoric within 7 days of the booking being cancelled. Proof of the amount owing in terms of the cancellation is to be by way of a cancellation invoice generated and issued to the Homeowner and shall include inter alia the date of cancellation by the Homeowner, the original check-in date of the guests, and the amount to be paid by the Homeowner. 

9.3. The Homeowner agrees that the sum set out in the cancellation invoice shall be prima facie proof of: 

9.3.1. The amount owing by the Homeowner to Euphoric (including without limitation accrued interest) in terms of the cancelled booking; 

9.3.2. The due dates of performance in respect of any obligations of the Homeowner in terms of this Agreement; 

9.3.3. The fact that the amount outstanding is due owing and payable and has not been paid or otherwise discharged

10. Extenuating Circumstances

10.1. Guests and Homeowners may cancel a booking due to extenuating circumstances without adverse consequences. 

10.2. Guests that are impacted by an event covered in clause 10.4 can cancel their reservation and receive a travel voucher to the value of the reservation/booking amount.. 

10.3. Homeowners that are impacted by an event covered in clause 10.4 may cancel or move a booking without cancellation fees, as detailed in clause 9.

10.4. The following events would be considered extenuating circumstances as it relates to cancellations. These events must occur after booking, are unforeseen at the time of booking, and prevent or legally prohibit completion of the booking.

10.4.1. Changes to government travel requirements. Unexpected changes to visa or passport requirements imposed by a governmental agency that prevent travel to the destination. This doesn’t include lost or expired travel documents or other personal circumstances relating to a guest’s authorization to travel.

10.4.2. Declared emergencies and epidemics. Government declared local or national emergencies, epidemics, pandemics, and public health emergencies. This does not include diseases that are endemic or commonly associated with an area—for example, malaria in Thailand or dengue fever in Hawaii.

10.4.3. Government travel restrictions. Travel restrictions imposed by a governmental agency that prevent or prohibit traveling to, staying at, or returning from the Listing location. This does not include non-binding travel advisories and similar government guidance.

10.4.4. Military actions and other hostilities. Acts of war, hostilities, invasions, civil war, terrorism, explosions, bombings, rebellions, riots, insurrection, civil disorder, and civil unrest.

10.4.5. Natural disasters. Natural disasters, acts of God, volcanic eruptions, tsunamis, and other severe and abnormal weather events.

11. Cancellation of Mandate by Euphoric Leisure

11.1. In the event that Euphoric Leisure provide a Homeowner with notice of cancellation of their mandate, all existing confirmed bookings must be honoured and Euphoric Leisure must continue to provide the relevant rental management services relevant to these particular bookings. Any confirmed bookings that are not honoured by the homeowner will attract cancellation penalties as per point 9 of these T&Cs.  

Appendix A: Excluded Services

Euphoric does not provide the following services as part of this agreement:

• Deep cleans including sofa, carpet and other upholstery cleanings
• Co-ordinating structural or major repairs or maintenance works on the Property
• External window washing
• Washing walls or repainting them
• Furniture treatment
• Animal waste removal
• Gardening, garden shed cleaning, patio cleaning
• Mould and/or bio-hazardous substance removal
• Industrial cleaning
• The lifting of heavy furniture
• Cleaning
• Extermination (insects etc.)
• Yard work or garage cleaning