HomeExchange members’ code of conduct

HomeExchange is a community dedicated to hospitality and warmly welcoming Members from around the world. We are working to build the future of travel by promoting home exchanges as an authentic way to travel.

Above all, HomeExchange is a human adventure. People who consider home exchange the best way to travel, discover the world and explore its wonders. People who are open to meeting other travelers and different points of view. People who constantly welcome new Members, new cultures, new ways of seeing the world and opening up to it.

The HomeExchange community has Host Members and Guest Members in more than 130 countries, with a wide range of religions, languages, beliefs, cultures, and values. It is our collective responsibility to ensure that Members and Registered Users can find their place within the HomeExchange community. By registering with HomeExchange, Members and Registered Users agree to welcome guests of all backgrounds, regardless of ethnicity, color, religion, national origin, language, sexual orientation, gender identity, marital status, or disability. Members agree to do their utmost to be welcoming, accommodating and inclusive towards everyone on our Platform.

This Code of Conduct is therefore intended to supplement HomeExchange's Terms by describing the shared values and expected behaviors that contribute to creating a respectful, caring and trustworthy community before, during and after each Exchange. It also provides a transparent and consistent reference to promote fair interactions and reinforce a culture of safety, trust, and mutual respect.

This Code of Conduct is legally binding for all HomeExchange Members and is intended to create a safe, respectful and trustworthy home exchange community. By using the Platform, you agree to follow the Code of Conduct and contribute to maintaining the values of hospitality, mutual respect, and fairness.

1. Fundamental principles of the HomeExchange community

All Members of the HomeExchange community agree to:

• Act with honesty, integrity, and transparency.
• Respect any other Member and Registered User and their Accommodation.
• Comply with the Platform's Terms and any applicable laws, rules, or regulations.
• Promote a safe, welcoming, and cooperative environment.
• Treat all Members and Registered Users equally and respectfully, without discrimination based on race, ethnicity, nationality, religion, gender, sexual orientation, disability, age, or any other protected characteristic.
• Not to use the Platform to promote or advocate for political, religious, or social organizations or programs.
• Do not offer an Accommodation to Members or Registered Users for rent. 
• Do not exchange an Accommodation with a Member or Registered User outside of the Platform. 

2. Member Responsibilities

A- Before the Exchange

Accurate Listings And Commitments

• Provide honest, up-to-date, and non-misleading information about your Accommodation, including:
• The condition and location of the Accommodation;
• Amenities and facilities (e.g., swimming pools, lighting and HVAC systems, security devices, etc.);
• The availability of the Accommodation;
• The rules of the Accommodation (e.g. in relation to smoking, pets, noise, etc.).
• Update your Listing if any changes occur (e.g., renovations, acquisition of a pet, accessibility).
• Provide clear instructions on how to use the appliances, amenities, or furnishings in the Accommodation to ensure a smooth and safe Exchange.
• Guest Members shall not be held liable for normal wear and tear or any pre-existing damage. Host Members are not entitled to compensation for issues resulting from ordinary use. 

Transparent Communication

• Respond promptly and clearly to requests from Members interested in potential Exchanges.
• Confirm your expectations in advance, such as number of guests, dates, arrival and departure times, authorized expenses if applicable, etc.
• Maintain a polite and respectful tone in all your communications.

Commitment to Agreed Exchanges

• Do not cancel an Exchange without a valid reason.
• Acceptable valid reasons include situations of force majeure and situation such as a serious illness, death in the family, natural disaster, and breaches of trust involving lack of transparency and respect, for which you can offer supporting documentation.
• Reciprocal Exchanges are binding: if you have benefited from a stay, you are required to host in return, unless otherwise agreed. If you are forced to cancel, you are required to compensate the Guest Member (GuestPoints or alternative Accommodation).
• Ensure that the Accommodation is entirely at the disposal of the Guest Member during the Exchange, without the presence of third parties, unless agreed in advance.

No Unjustified Financial Requests

• Members must not request or offer money outside of what is clearly authorized by the Platform's rules. FAQ: https://help.homeexchange.com/hc/en-us/articles/360009466098-Can-hosts-ask-for-extra-fees
• The only acceptable payment is a reasonable amount for cleaning fees, the amount of which need to be agreed upon prior to the Exchange. If cleaning fees are charged after the Exchange, they must be justified by a receipt.
• Any attempt to charge additional fees (e.g. for utilities, towels, bedding, tourist tax or disguised rent) is prohibited. No reimbursement of fees may be requested or paid before the Exchange takes place.

Integrity of the Platform

• Exchanges must be conducted entirely through the Platform.
• Do not direct Members to other platforms or private arrangements for messaging or payment.
• Do not attempt to circumvent the Platform's rules or fees.

Respect for Data Privacy

• Do not request sensitive or personal information unless it is necessary and legally justified, for example:
• Contact details necessary to arrange key collection
• Identification documents only when required by local regulations (e.g. for the registration of guests required by applicable law).

B- During the Exchange

Compliance with Agreed Terms

• Respect the agreed dates, number of guests, presence of pets, cleaning arrangements and other conditions.
• Respect the agreed arrival and departure times and return all keys, badges or other items as agreed.

Compliance with the Rules of Use of the Accommodation

• Follow all instructions provided by the Host Member, including about:
• Restrictions on smoking
• Pets
• Use of electrical appliances (e.g. deep fryer) or certain rooms 
• Limits on parties or social events (e.g. film shoots, workshops, seminars, after-work gatherings, etc.)

Taking Care of the Accommodation

• Treat the Accommodation as if it were your own:
• Do not damage furniture, electrical appliances, or surfaces;
• Do not carry out repairs, DIY, or any modifications without the Host Member's consent;
• Avoid moving the Host Member’s personal items unless necessary.
• Report any accidental damage honestly and promptly.
• Use the Accommodation and equipment responsibly and avoid unnecessary wear and tear or misuse;
• You agree not to use the Host Members' connected accounts (e.g. Netflix, Spotify, Alexa account, etc.) without their prior consent; 
• You agree not to download or distribute illegal content on the electronic equipment of the Accommodation; 
• You agree not to disable the smart home technology in the Accommodation (e.g. alarms, thermostats, electronic locks, etc.) without the prior consent of the Host Member. 
• Promptly inform the Host Member of any issues or damage and follow their advice to resolve the situation in a respectful manner. 

Cleanliness and Safety

• Host Members must provide a clean and safe environment.
• Guest Members must ensure that they leave the Accommodation in the same state of cleanliness as when they arrived.

Presence of the Guest Member 

• The Guest Member whose name appears on the HomeExchange Account, or another person from the same household, must be present during the Exchange. The Host Member must be informed in advance of the identity of all guests staying in their Accommodation.
• No bookings for third parties: do not offer stays to friends or relatives. Each household must have its own Account.

Respect the Neighbourhood

• Avoid disruptive behavior such as:
• Excessive noise;
• Inappropriate parking;
• Lack of respect for common areas.
• Respect local rules, condominium regulations, and community standards.

Security and Surveillance

• Host Members must notify Guest Members in advance of any security devices, cameras, or surveillance equipment.
• If cameras are present, their exact location must be communicated to the Guest Member in advance. 

Only cameras integrated into surveillance systems operated by third-party companies are permitted, provided that they do not record or film areas occupied by Guest Members or their guests, or that they are automatically deactivated when access to the Accommodation is permitted to Guest Members or their guests. Host Members undertake to remove any other cameras located in private areas or living spaces before the Guest Member's arrival and undertake not to film or record the interior and exterior of the living spaces of their Accommodation.

C- After the Exchange

Proper Return of Property

• Return all keys, access badges, garage remote controls and equipment as agreed.
• Follow the departure instructions carefully.

Cleanliness

• Leave the Accommodation clean and tidy. If cleaning fees have been agreed upon, you are still required to leave the premises reasonably clean.
• The Guest Member's rubbish must be disposed of and removed from the Accommodation.

Ratings, Reviews, and Responses 

• Leave constructive, honest and respectful comments to improve the experience of other Members. You can review our guidelines about review here.
• Do not post false or defamatory reviews or responses. 
• Your reviews must not be made for the sole purpose of extortion or retaliation.
• You agree not to ask other Members to leave false ratings, reviews, or responses.

Respect for Privacy

• Never share, publish or use another Member's personal information (such as their name, address, contact details or any other data that could identify them) without their explicit prior consent.
• Do not share images of another Member's Accommodation without their explicit prior consent.

Exercise caution when sharing content from your Exchange. Even seemingly innocuous images can inadvertently reveal sensitive or personal information.

3. Definition of “Respecting the Terms of an Exchange”

Respecting the terms of an Exchange means:

• Honoring all agreed terms (e.g. dates, number of guests, cleaning fees);
• Acting in good faith and communicating clearly in case of problems;
• Being reliable, considerate, and respectful;
• Complying with the Terms.

4. Serious Violations (Grounds for Suspension or Closure of Account)

The following behaviors may result in temporary or permanent sanctions on the account:

• Repeated or serious violation of the Terms, including violation of the Code of Conduct.
• Unjustified cancellations, particularly as a Host Member, without valid reason or justification.
• Failure to comply with the terms of an Exchange. For example: not providing an Accommodation as part of a reciprocal Exchange.
• Disrespectful, threatening, or aggressive behavior towards another Member, Registered User or any member of the HomeExchange staff.
• Requesting money that is unjustified or not permitted by the Platform.
• Redirecting Exchanges or communications to another platform.
• Refusal to leave the Accommodation at the end of the stay or refusal to leave at the legitimate request of the Host Member. 
• Fraudulent use of the Platform, such as:
• Subletting or commercial activity;
• False statements regarding your identity, address, or intentions;
• Creation of multiple accounts.
• Theft or misappropriation of personal belongings.
• Unauthorized publication of content.

5. Consequences of Violating the Code of Conduct

Depending on the nature and severity of the violation, HomeExchange may take one or more of the following measures:

• Warning sent to the reported Member or Registered User to remind them of their obligation to comply with applicable laws or these Terms; 
• Removal of abusive content (e.g. message, image, text in the Listing, etc.).;
• Temporary removal of the Listing;
• Suspension or deletion of the Account in the event of serious abuse or repeated violations;
• Cancellation of upcoming Exchanges ;
• Reporting the incident to the judicial authorities (e.g. in the event of fraud, theft, or threats, etc.).

6. Complaints Review 

• All complaints by Members and Registered Users are reviewed on a case-by-case basis by HomeExchange.
• Members and Registered Users may be asked to provide relevant information or evidence.