Terms and Conditions

Scope and Hermes's role

These terms apply when a person submits an enquiry or application, requests a viewing or property proposal, asks Hermes to process a reservation or document, pays an agreed Hermes fee, or accepts the terms in writing or electronically.

Hermes acts primarily as an accommodation intermediary. Depending on the agreed service, it may collect requirements, propose properties, arrange viewings, transmit documents, facilitate negotiations, coordinate reservations, support agreement and registration logistics, arrange check-in, and assist with communications, renewals, transfers, or check-out.

Unless a separate signed document expressly says otherwise, Hermes is not the landlord, tenant, guarantor, owner, insurer, immigration sponsor, utility supplier, or party to the tenancy agreement.

Eligibility and accurate information

• Applicants must be legally capable of contracting or represented by an authorised person.
• All submitted information and documents must be accurate, current, complete, genuine, and lawfully provided.
• Hermes may conduct proportionate identity, property-authority, fraud-prevention, sanctions, payment-consistency, and document checks. A check is not legal certification.
• Hermes may reject or suspend an application involving forged documents, impersonation, abusive conduct, unlawful instructions, security risks, or material non-payment.

Listings, suitability, and landlord approval

Listings, photographs, plans, videos, furniture descriptions, distances, and utility estimates are provided in good faith but may contain minor differences. Applicants should confirm material requirements in writing and should inspect personally or through a trusted representative where practicable.

The landlord makes the final acceptance decision. No tenancy exists until the legally required agreement or another binding instrument is formed. Hermes does not guarantee property availability, visa or residence outcomes, municipal registration, university acceptance, or another authority's decision.

Reservations, fees, and withdrawal

A reservation request is not automatically a tenancy. The confirmation should identify the property, proposed parties and dates, hold period, payment, conditions, deadlines, and refund rules. A missed deadline may allow the property to be released after reasonable notice.

No Hermes fee is payable unless its purpose, amount or calculation, tax treatment, due date, payment recipient, earning trigger, and refund status are disclosed before commitment. Reservation fees, brokerage fees, deposits, rent, and government charges are legally and commercially distinct. Hermes provides an invoice or receipt where required.

A consumer who concludes a Hermes service contract online, by telephone, or away from business premises may have a statutory withdrawal period, commonly 14 days for services. Immediate performance during that period requires an express request, and any lawful charge following withdrawal is limited to the permitted proportion for work performed. Mandatory rights and exceptions always prevail.

Tenancy, payments, and changes

• The signed tenancy agreement and property schedule determine rent, deposit, utilities, duration, notice, renewal, occupancy, repairs, and registration duties.
• Rent is paid to the landlord or another person expressly authorised in writing. Verify any changed bank details through an official channel.
• Extensions, transfers, early surrender, or replacement tenants require written agreement and any applicable legal or registration formalities.
• A renewal or transfer fee is due only for additional Hermes work requested and accepted after transparent advance disclosure.
• Foreign-national, fiscal-code, visa, residence-permit, tax-residence, residenza, and identity-card eligibility remains the applicant's responsibility and depends on actual facts and competent authorities. Hermes gives no guarantee of an administrative outcome.

Property use and conduct

Tenants and approved occupants must comply with the tenancy agreement, property-specific house rules, the Tenant Policy, lawful occupancy limits, safety requirements, and respectful shared-living standards. Subletting, permanent unapproved occupancy, fraud, illegal activity, dangerous conduct, harassment, and serious or repeated disturbance are prohibited.

Minor breaches should normally receive proportionate notice and an opportunity to correct them unless the conduct is serious, repeated, illegal, dangerous, or substantially disruptive. Enforcement and termination must follow the agreement and applicable law.

Website, certificates, and acceptable use

Users must not scrape listings, impersonate another person, attempt unauthorised access, introduce malware, circumvent security, publish another person's private documents, manipulate verification results, or use Hermes content to facilitate fraud.

Document verification confirms whether a QR reference or exact PDF fingerprint matches a Hermes record and shows the recorded status. It does not itself create a reservation, tenancy, payment obligation, government certification, or guarantee that the underlying agreement is currently enforceable. Verification links and PDFs may contain personal data and must be handled confidentially.

Responsibility and events outside control

Hermes will perform agreed services with reasonable professional care and remains responsible for loss legally attributable to its own breach, misrepresentation, negligence, data breach, or failure to disclose a material fact it was required to disclose.

Hermes is not automatically responsible for a landlord's or tenant's independent breach, unknown property defects not reasonably discoverable through the agreed service, utility or public-authority decisions, inaccurate third-party information, or events genuinely beyond reasonable control. Nothing excludes fraud, wilful misconduct, liability that cannot legally be limited, or mandatory consumer rights.

Complaints, law, and changes

Send a complaint through the official Contact Hermes channel with the name, reference, property, relevant dates and documents, a clear account of the issue, and the requested outcome. Property or tenancy complaints may also require formal notice to the landlord.

These terms are governed by Italian law without removing mandatory protection or jurisdiction available to a consumer. Parties should first seek a good-faith resolution and comply with any required mediation or pre-court procedure. Hermes may update terms for future transactions; material changes do not retroactively alter an existing reservation or active service without agreement unless required by law or immediate security needs.