SERVICE AGREEMENT

This Service Agreement (the “Agreement”) is between Rocketstay (“Provider”) and the property owner or their authorized representative (“Property”). It governs the use of Rocketstay’s Airbnb/VRBO management services (the “Services”).

By using or continuing to use Rocketstay’s services after October 14th, 2025 Property agrees to be bound by these updated terms. This Agreement supersedes all previous agreements, whether written or oral.

1. DESCRIPTION OF SERVICES

Effective Oct 14th, 2025: Rocketstay will provide the following services (“Services”) for the Property:

• Extranet Access: Rocketstay will provide access to its extranet, allowing the Property to manage rates, availability, and inventory for Airbnb, VRBO, and other vacation rental platforms. The Property is solely responsible for maintaining inventory, setting accurate rates, and stopping sales when required.
• Guest Communication: Rocketstay will facilitate guest communications, including inquiries, reviews, and post-stay interactions. The Property acknowledges that Rocketstay will not be liable for guest reviews or disputes arising from communication mishandling or delays.
• Review Management: Rocketstay will gather and respond to all guest reviews. Additionally, Rocketstay will dispute inaccurate and inappropriate reviews posted to your listings.
• Booking Management: Rocketstay will manage bookings, modifications, and cancellations on behalf of the Property. Notifications will be sent in real-time. However, Rocketstay is not responsible for lost, delayed, or misdirected notifications due to system issues or errors beyond its control including but not limited to, inaccurate email distribution lists submitted by the property
• Transaction History: Rocketstay will provide or make available a monthly financial report to the Property via the Rocketstay financial reporting portal. Property will have access to this system to reconcile accounts at their leisure.
• 24/7 Support: Support will be provided via email and phone. Rocketstay is not liable for delays or failures in providing support due to technical difficulties, unforeseen outages, or other force majeure events.
• Listing Management: Rocketstay will create and maintain property listings on Airbnb/VRBO in accordance with platform guidelines. The Property is responsible for reviewing and ensuring accuracy in listings and must notify Rocketstay of errors or desired changes immediately.

2. RESERVATION PAYMENT TERMS

Rocketstay has zero monetary transaction between guests that book via Airbnb or VRBO.  When a guest books on either channel, the channel itself charges the guest and the channel pays your property directly. Rocketstay does not book guests directly.  Rocketstay is NOT responsible for collection or remittance of any taxes on the property(s) behalf from bookings originating from either channel. Your property is responsible for all tax liability. Rocketstay highly suggests you check your reservations to ensure that tax collection practices enforced by your city, state, county, or country of origin are being collected by Airbnb/VRBO in accordance with your policies and government policies.

Airbnb:

• Commission as of Oct. 27th 2025 is 15.5% for this channel and is automatically deducted from published rates with the net rate being paid to the property. The property will receive the guests first/last name, phone number and the net or gross rate (the property can choose to receive net or gross rates when setting up their property) including taxes and fees paid by the guest via email or PMS notification. Certain markets where Airbnb operates they collect and remit all taxes to the property, partial taxes, or no taxes (in certain city, states, and counties Airbnb has contracted directly with the tax authorities to remit taxes directly to them bypassing the property).  For more information on taxes for your market please visit  Airbnb’s Tax Help. Airbnb pays the property for reservations directly. Payment is made via ACH transfer. The payment is released one business day after guest check-in, excluding weekends and holidays. Rocketstay is not responsible for delays in payment due to Airbnb’s third-party processing. Airbnb will pay the property the net rate (rate minus commissions) and any prepaid resort or facility fees and taxes if applicable.
• The Property acknowledges that Rocketstay is not responsible for collecting or remitting taxes on behalf of the Property.
• The Property must review transaction data regularly. Any disputes over payments or reservations with rates the property deems incorrect must be raised within seven days of the transaction.

By accessing Rocketstay and agreeing to have Rocketstay list your property on Airbnb you also agree to Airbnb’s terms of service listed here: https://www.airbnb.com/help/article/2908

VRBO:

• Total commission for VRBO reservations inclusive of Rocketstay’s commission is 15% of the published rate
• Payment of VRBO Reservations: VRBO will pay your property for new bookings via the guest credit card at the time of booking. They give you access directly to the guest credit card. To access the guest credit card information, the property will be emailed a new reservation confirmation immediately when a guest books on VRBO. Inside of the email will be a code number that you’ll need to enter to reveal the guest credit card. You’ll login to the Rocketstay extranet and select the reservation from VRBO you’d like to charge and enter the code number from the email to reveal the guest credit card details and charge the guest credit card through your PMS. The day you receive the booking you’ll charge the reservation in full.  Transactions that decline or do not go through: it is the responsibility of the property to reach out directly to the guest using the provided contact information in the confirmation email should their credit card not go through to arrange alternative payment. If you cannot get in touch with the guest to obtain new payment, you’re encouraged to immediately email hello@rocketstay.com to cancel the reservation. Your property will need to collect any resort fee, facility fee, pet fees, parking and incidental deposit via the guest credit card when they arrive at your property. No show’s – guests that “no show” should be charged one night room and tax only and refund to their card any remaining overpayment. If your property does not notify Rocketstay that you cannot charge the card OR if you fail to cancel the reservation, you will be charged the commission. Your property is charging the guest card directly as Rocketstay has no interaction with charging of the guest card and therefore all disputes, chargebacks, or guest payment issues will be handled between the property and the guest.  Rocketstay has zero liability related to guest chargebacks initiated by a VRBO guest.
• Rocketstay will ACH debit your property bank account for the full 15% commission of all actualized bookings for the previous month on the fourteenth of each month for the previous months bookings as payment of both Rocketstay’s and VRBO’s commissions. Commissions are charged on actualized reservations (guests that checked-in and stayed on property) as well as guests that no show. Guest initiated cancellations outside of your property cancelation policy are not commissionable. Each month on the 7th of the month you’ll receive a statement outlining all bookings and commissions due for the previous month. You’ll then have 7 days to review the statement before we auto debit your bank account using our partner processor GoCardless on the fourteenth.
• Failed Payment and Chargeback Policy For Commissions due:
  If a property’s GoCardless ACH monthly commission mandate is declined, reversed, or results in a chargeback, a $100 administrative penalty will be assessed to the property, in addition to the outstanding commission balance and any fees charged by GoCardless.
• For non-payment of commissions Rocketstay reserves the right to:
  • Suspend or remove the property’s listings from VRBO, Airbnb, or other platforms,
  • Withhold revenue from future bookings until the full balance is recovered, and
  • Pursue full legal remedies to collect unpaid balances, including but not limited to sending the account to collections or initiating legal action.By participating in this agreement, the Property accepts full financial responsibility for failed payments and agrees to reimburse Rocketstay for any costs incurred in the process of collection.

By accessing Rocketstay and agreeing to have Rocketstay list your property on VRBO you also agree to VRBO’s terms of service listed here: https://www.vrbo.com/lp/b/host-terms-of-service

3. CANCELLATION POLICY

Rocketstay will adhere to Airbnb and VRBO’s cancellation policies. The Property may update these policies at any time:

• List of Airbnb’s available cancellation policies you may choose from: https://www.airbnb.com/help/article/475
• List of VRBO’s available cancellation policies you may choose from: https://help.vrbo.com/articles/what-are-the-cancellation-policy-options

Rocketstay is not authorized to issue discounts, refunds, or credits to guests without explicit written consent from the Property. The Property assumes all responsibility for handling refunds or compensation claims from guests.

4. TERM & TERMINATION

This Agreement may be terminated by either party at any time by deactivating the Property’s inventory and notifying admin@rocketstay.com. However, all existing bookings must be honored, and the Property remains responsible for fulfilling these obligations.

Rocketstay reserves the right to terminate the Agreement immediately for breaches of contract or illegal activity. In such cases, Rocketstay will not be liable for any damages or losses incurred by the Property as a result of termination.

5. CONFIDENTIALITY

Rocketstay will maintain the confidentiality of all proprietary information shared by the Property unless disclosure is required by law or agreed to in writing. Rocketstay will not be held liable for the unauthorized disclosure of information caused by the Property’s actions or third-party breaches outside of Rocketstay’s control.

7. OVERRIDE OF PREVIOUS AGREEMENTS

This Agreement supersedes and overrides any and all prior agreements or contracts between the Property and Rocketstay. By continuing to use Rocketstay’s Services, the Property acknowledges and agrees that all previous terms are null and void, and this Agreement is the sole governing document moving forward.