Frequently asked questions

Download the app or visit the Terral, Inc. website, select sign-up and enter the requested information. You must provide accurate, up-to-date information.

No. A Terral, Inc. account can only be created by someone who is at least 18 years old.

No. Users must use a single personal account, unless Terral, Inc. expressly authorises an exception for professional or administrative purposes.

Yes, subject to the necessary security checks. A new number may need to be verified before becoming the account’s main number.

Yes, when this feature is available. Terral, Inc. may request confirmation or a security check.

Use the “Forgot password” procedure to receive recovery instructions through the contact details associated with your account.

Contact Terral, Inc. support to follow a verification procedure that helps secure account recovery.

Yes, subject to legal obligations and any ongoing bookings, payments, refunds or disputes that still need to be resolved.

Verification may require an official identity document and a selfie, or another checking procedure defined by Terral, Inc.

Accepted documents include passports, national identity cards and, where the procedure allows, driving licences.

Verification does not necessarily take place at the same stage for every user. In particular, travellers must be verified when making their first booking, and property owners before their first payout, according to Terral, Inc.’s rules.

To strengthen security, combat fraud, protect users and improve the reliability of transactions.

You may be asked to resubmit the necessary information or documents. Some features may remain unavailable until verification is complete.

Terral, Inc. processes identity data in accordance with its privacy policy and applicable data protection rules.

The property owner creates a listing, provides the requested information, adds the necessary media and submits the listing for certification.

It is the checking process through which Terral, Inc. verifies that a listing’s information, media and essential details are sufficiently reliable before making it available to book.

Yes. A listing must be certified before it can be booked.

This pre-moderation process supports the “No Surprise” promise by improving the accuracy and reliability of the information shown to travellers.

Terral, Inc.’s operational objective is to process submissions quickly, with an initial target of 30 minutes when the information and media are sufficiently convincing.

Certification may be refused or put on hold until the necessary information or details have been completed or corrected.

They may be awaiting certification, corrections or approval.

Photos must accurately reflect reality. Terral, Inc. plans periodic updates, particularly every three years or when a significant change affects the property or its amenities.

Yes, particularly in cases of non-compliance, misleading information, a prolonged failure to make corrections or a breach of platform rules.

It is the checking process carried out before a listing can be booked. At Terral, Inc., certification therefore comes before bookability.

Select a certified property, choose your dates, provide the requested information, then send your booking request and pay according to the terms displayed.

The request is sent to the property owner, who has 6 hours to accept it. After acceptance, the traveller has 3 hours to pay. The booking is only confirmed once the required payment has been validated.

Terral, Inc.’s standard process is booking subject to approval. Any instant-booking feature must be explicitly identified as such on the listing.

The property owner receives the request and has the specified time to respond.

The booking is confirmed according to the displayed conditions, and payment is processed as part of the booking process.

The request is declined and, if payment has already been authorised or collected, the applicable procedure for returning or releasing the funds is initiated.

If the property owner does not accept the request within 6 hours, Terral, Inc. automatically rejects it. If the owner accepts but the traveller does not pay within the following 3 hours, the request is also automatically rejected.

Once the property owner accepts the request, the traveller has 3 hours to pay. If payment is not validated within this time, Terral, Inc. automatically rejects the request.

Yes, if the request has not yet been confirmed and the withdrawal feature is available.

Yes, according to the cancellation conditions applicable to the booking and the cancellation policy selected.

A change may be requested, subject to property availability, the necessary agreement and any pricing or contractual consequences.

A change must comply with Terral, Inc.’s rules and may require the traveller’s agreement if it affects the agreed conditions.

No. Property owners must not book their own property as a traveller, unless Terral, Inc. expressly authorises an exceptional procedure.

Terral, Inc. provides policies including Flexible, Relax and Strict, with different consequences depending on the applicable conditions.

The property owner selects an authorised cancellation policy for the listing from the options offered by Terral, Inc.

Yes, when the platform allows it. The change may be subject to specific rules to protect bookings that have already been confirmed.

The consequences depend on when the cancellation takes place, the applicable cancellation policy and any responsibility of either party.

The booking may be cancelled, and the refund, adjustment or liability measures provided for in Terral, Inc.’s rules may apply.

Contact Terral, Inc. support through the designated channels and provide the necessary information and supporting evidence.

The platform reviews the available evidence, booking conditions, communications and relevant supporting documents in accordance with the applicable rules.

The CSU, Emergency Service Commission, is a fixed fee provided for in certain liability situations relating to a cancellation involving a dispute procedure, according to the applicable rules.

• No cancellation: the property owner pays the CSS.
• Cancellation without a dispute after payout: the property owner remains responsible for the CSS.
• Cancellation without a dispute before payout: the CSS is deducted from the traveller’s adjustment.
• Cancellation with a dispute: the CSU replaces the CSS and is paid by the party found responsible following arbitration by Terral, Inc.

It takes place after the amounts due, any responsibility and the applicable cancellation rules have been determined.

Refunds are made according to the payment method used and the terms applicable to the booking. Processing times may depend on the payment provider and the bank.

Terral, Inc. charges travellers a 0% service commission, excluding any transaction fees associated with the payment method.

The Service Follow-up Commission (CSS) rate is 12% for a private property owner, excluding applicable transaction fees.

The Service Follow-up Commission (CSS) rate is 9% for a professional property owner, excluding applicable transaction fees.

No. They may vary depending, in particular, on the property owner’s status and the nature of the transaction or procedure concerned.

Transaction fees associated with payment are applied according to the payment method and the conditions displayed at the time of the transaction. Terral, Inc. does not charge travellers a service commission, while any transaction fees must be clearly displayed.

For travellers, it means, in particular, zero Terral commission and no surprises from hidden service fees. The property price displayed by the owner remains the reference rental price, to which any clearly indicated transaction fees may be added.

The payment summary must clearly show the cost of the stay and any applicable fees before confirmation.

Payment is made according to the conditions displayed at the time of booking, and before confirmation when the booking process requires it.

Payment methods planned by Terral, Inc. include Mobile Money, bank cards and bank transfers, subject to availability in the country concerned.

Yes, when the service is available in your country and for the transaction concerned.

Yes, when card payments are available.

Yes, when this option is offered for the booking concerned.

The booking is not confirmed until the required payment has been validated. After the property owner accepts the request, the traveller has 3 hours to pay; if payment is not successful within this time, Terral, Inc. automatically rejects the request. Follow the instructions displayed or contact support if you experience difficulties.

Payments are processed by payment providers integrated with Terral, Inc., according to their security measures and applicable conditions.

The situation is checked and, depending on the transaction’s status, funds may be released, refunded or adjusted according to the applicable procedures.

For a standard booking, the payout is made according to Terral, Inc.’s payment schedule and the booking’s status.

Payouts may be made through Mobile Money or bank transfer, among other methods, depending on the options available.

Because the payout calculation may take into account the CSS applicable to the property owner and the specified transaction fees.

The payout is adjusted or cancelled according to the rules applicable to the cancellation.

An adjustment may be made depending on responsibility, the cancellation policy and the amounts already paid out.

Terral, Inc. treats bookings of more than 60 days as long stays under its long-stay payment model.

No. The long-stay payment arrangement allows payment in instalments. Travellers may nevertheless pay in full when that option is offered.

The traveller pays for the first 30 days when booking, then pays the following instalments according to the specified monthly schedule.

Monthly payments must be made within Terral, Inc.’s specified deadline, particularly within seven working days following the end of the month concerned, according to the model adopted.

The first payout is scheduled after arrival according to Terral, Inc.’s timetable. Subsequent payouts are made periodically, particularly every 30 days, according to the applicable conditions.

The payment is considered late and may lead to measures provided for in the booking conditions, including suspension, cancellation or applicable fees following notification.

Yes, when the full-payment option is available for the booking concerned.

Messaging allows travellers and property owners to communicate about the booking, the property and the information needed for the stay.

Yes, when the feature is available and within the limits set by Terral, Inc.’s rules.

The permitted file types depend on the messaging features and security rules.

The exchange of personal contact details may be restricted to protect users, payments and the integrity of transactions.

Only after payment has been successfully validated can the traveller and property owner access the information needed to organise the stay, particularly the mobile phone number and the property’s precise location. Full names, dates of birth and email addresses are not disclosed to the other user, even after booking.

Links may be subject to security checks or restrictions. Users must not use messaging to bypass Terral, Inc.’s rules or payments.

Use the reporting feature or contact Terral, Inc. support and keep any relevant evidence.

Contact Terral, Inc. support promptly and provide evidence documenting the problem.

After the stay, Terral, Inc. may invite you to review your experience through its designated review system.

EquiRate is Terral, Inc.’s reciprocal review system, based on fair criteria suited to both travellers and property owners.

They are assessed through a reciprocal approach and criteria suited to their respective responsibilities.

You can report a review that you believe breaches the platform’s rules. Terral, Inc. may examine it according to its review policy.

Use the support channels listed in the app and on the official website.

Contact the property owner promptly when appropriate, and Terral, Inc. support when the issue requires its intervention.

In an emergency that puts someone in danger, contact local emergency services first. Then inform Terral, Inc. when necessary.

Use the reporting features or contact support with the information available.

Yes. Terral, Inc. may review the available evidence and apply its internal procedures, without affecting any rights or remedies provided for by law.

A Terraler is an official local representative of Terral, Inc., acting as a trusted partner under contract and contributing to the platform’s development on the ground.

A Terraler works in three key areas: rental brokerage (identifying opportunities and helping users find suitable accommodation), technical assistance (supporting users in using the platform) and local services (promoting the platform and taking part in local partnership, sponsorship or event activities).

The partnership may offer income opportunities linked to assignments and performance, support and ongoing training, and an official partnership with Terral, Inc. The precise conditions are defined in the applicable contract.

Interested people can use the “Become a Terraler” process when available, or contact Terral, Inc. through its official channels to find out about selection criteria, onboarding steps and contractual conditions.