FREQUENTLY ASKED QUESTIONS
WHAT IS COLO?
In its essence, Colo is a marketplace platform that connects digital nomads, freelancers, remote/mobile workers, with work communities in coworking, creative, corporate, café and studio spaces, all around the world.
WHAT IS COLO’S GOAL?
Connect people to each other, through the places they work from. We’re about more than just bums on seats, we’re about connecting people and facilitating relationships between them. We are part of a movement to transform the office from an overhead to a tool which is flexible as modern business requirements. For hosts, we have a simple ambition: To be a partner for your business who increases your revenues and reduces your overheads. While for guests our ambition is to be the partner who helps you transform the office into a flexible tool, increasing the productivity, creativity and collaboration of your team without adding more fixed costs to the bottom line.
WHAT IS THE CONTRACTUAL SET UP?
There is a direct licence between host and guest. Colo is not a party to this agreement. Colo is a marketplace which seeks to connect hosts and guests, we do not act as landlord, guest, agent or advisor to either party. For providing these services, Colo will receive a payment processing fee.
IS THIS FLEXIBLE WORKSPACE?
We prefer the term hybrid working. Colo offers workspaces somewhere between work from home, fully flexible working and the head office monotony. Most of our users are expecting to use the workspaces a few days a week.
HOW DO I CREATE AN ACCOUNT?
Click on Sign Up here. From there you will be taken through a brief sign up process which will take no more than 5mins.
Protecting your personal information is important to us. so is following New Zealand’s privacy laws. We seek to hold the bare minimum information possible to deliver the services to make your working life better and you are entitled to see this information and to have this data corrected if you believe it to be incorrect. For more information please visit https://colo.life/privacy-policy-2/
CHANGING YOUR PASSWORD
We try to send only the bare minimum of emails and notifications and if you are receiving unintended email notifications please click on unsubscribe in the marketing emails. Should you be receiving notifications related to payment processing, guests, hosting etc which are not intended for you please contact email@example.com and we will resolve your issues.
VERIFYING YOUR INFO
We do seek to verify your contact details such as email addresses, however we do not verify your stripe information including account details, company ownership etc as this is done by stripe directly. Should you have any difficulties in verification please contact firstname.lastname@example.org
UNABLE TO SIGN UP
If you’re facing issues with the sign-up process, here are some troubleshooting steps:
- Check your email: After signing up, a confirmation email is usually sent to the email address you provided. Ensure it hasn’t been filtered into your spam or junk folder.
- Confirmation email: Open the confirmation email and click on the provided link. This action should validate your account.
- Contact Support: If the confirmation email hasn’t arrived within a reasonable timeframe or clicking the link doesn’t resolve the issue, please contact our support team at email@example.com. Provide as many details as possible about the problem, and our team will assist you promptly.
FINDING A SPACE
SEARCHING ON COLO
Colo guests use our platform to find, book and pay for a space, all in one. Guests start by completing the Colo Culture Engine test, so that we can match them with the types of workspaces that match their particular style or need. After completing the test, guests are offered a range of workspace that match their results (presented as a percentage figure; the higher the percentage, the higher the match). The guest can then choose the space and plan which best suits them.
BOOKING ON COLO
A host receives a notification of your reservation and only when the host accepts your booking will your payment be transferred.
HOW DOES THE CULTURE ENGINE WORK?
Colo’s culture engine seeks to find the right fit for you which matches your personality, working style and specific needs to the workspaces in Colo’s network. Culture is different for everyone and every space. For some it is about a space where they can be focussed and get into that caffeine powered flow state. For others it’s all about energy, with a hum of energy and that sparks creativity. For each workspace, and person that balance is somewhere between the two and Colo helps you find that perfect goldilocks zone for working. We have written more extensively on this here.
CAN I CHANGE MY CULTURAL SURVEY?
Yes, and we recommend it! For so much of our workforce we wear many hats, one day we need to focus on the financial accounts then the next day we’re trying to come up with a creative strategy to conquer a new market. We recommend simply retaking the culture test with the task you have in mind. The cultural fit will change and you’ll see differing spaces suited to your specific requirements.
After you have registered to use Colo you will be able to message hosts directly with any questions you may have about pricing, rules or facilities. The host will receive notification will get back to you as soon as possible. If you aren’t getting any response please contact firstname.lastname@example.org and we’ll help you out by contacting them directly. We don’t provide hosts phone numbers or personal details to guests.
HOW CAN I FIND MY BOOKINGS?
Each guest has a dashboard, which you should land on after logging in (make sure you choose to log in as a guest!). On the top of this dashboard you should see a tab noted “Your Bookings” which covers your current past, and any recurring bookings. Any problems, please contact email@example.com and we’ll help you out.
CAN I RESERVE A SPECIFIC DESK?
Not yet. But it’s coming! Most dedicated coworking hosts will have a desk booking system that they will introduce you to so feel free to reach out to them directly.
HOW TO MODIFY YOUR BOOKING
Colo, and our hosts seek to be as flexible as possible and understand that things change however our hosts operate businesses. In general we allow changes up to 24hrs in advance however there will be some complexity if there is a modification partially through a multi-day booking. Please refer to our cancellation policy. If you believe this is unfair or there is a problem, please contact firstname.lastname@example.org and we’ll try working things out for you.
WHEN CAN I CANCEL A BOOKING?
Colo, and our hosts seek to be as flexible as possible and understand that things change however our hosts operate businesses. In general we allow changes up to 24hrs in advance. Please refer to our cancellation policy.
CAN I GET A REFUND?
You are not automatically entitled to a refund, however, if the space is not as advertised, or there are significant issues experienced during your stay please let us know on email@example.com and we will address these issues with you directly. There are a number of steps we can take including a refund, a partial refund and removal of the host from the Colo platform.
CAN’T GET IN TOUCH WITH YOUR HOST?
If you can’t get in touch with your host, please contacts firstname.lastname@example.org and we will reach out to the host directly. We don’t provide hosts phone numbers or personal details to guests. Please note that unless you have received a booking confirmation, your payment hasn’t been processed and your booking is not yet confirmed.
Each space and host will have it’s own rules, including health and safety and check in obligations which you will need to agree to upon arrival. Colo does not manage the check in process, this is undertaken by the host. If you have an issue checking in, please contact email@example.com and we will seek to help you out as best we can.
Any problems, we’re here to help please contact firstname.lastname@example.org
TRAVEL AND WEATHER ISSUES
Delayed by traffic or weather issues? Please refer in the first instance to our cancellation policy, and for any extenuating circumstances please contact email@example.com
YOUR RESPONSIBILITIES AND RISK
HEALTH AND SAFETY
Each space and host will have it’s own rules, including health and safety and check in obligations which you will need to agree to upon arrival. Colo does not manage the health and safety process, this is undertaken by the host. If you have an issue with the health and safety obligations in the first instance this should be raised with the host however if you believe there is still an issue please contact firstname.lastname@example.org and we will seek to help you out as best we can.
For your own safety please do not include personal details such as phone numbers or email addresses on the public side of the Colo website e.g. reviews. This is against our policy and if you believe a third party has disclosed your details then contact email@example.com and we will address this with the highest priority.
WHAT IF I CHANGE MY MIND OR THE SPACE ISN’T RIGHT FOR MY NEEDS?
If you change your mind or are unable to use the space as intended, you have a refund rights. These are generally pro-rata based on the number of days used and there are no penalties for cancelling with 24hrs notice. However if there is repeated abuse of these rights Colo reserves the rights to seek compensation on behalf of the host.
HOW TO MAKE A REVIEW
ARE THE REVIEWS ANONYMOUS?
Not fully, Colo believes in transparency as such guest reviews may show on the website under a pseudonym however the host will, as part of their onboarding process confirm the identity of all guests and as such will be able to confirm who left the review.
TERMINATION, SUSPENSION AND OTHER MEASURES
Colo puts our guests safety both online and in real life as paramount. As such both guests and hosts can be terminated, suspended for breaches of guest safety, misleading information or breach of agreements. Should you believe a host has not adhered to the Colo terms here then please contact firstname.lastname@example.org and we will address this directly and keep you informed of actions, if any, taken. Similarly if you do not adhere to the Colo terms or the rules and obligations of being a guest at a hosts’ site we may take actions to terminate, suspend your account or even recover costs associated with damages. For more information please review https://colo.life/terms-and-conditions/ and should a circumstance occur which is not covered by the terms and conditions, or the hosts rules, please contact email@example.com and we will endeavour to help you out.
REPORTING AN ISSUE
Should you believe there is a material issue e.g. health and safety, false advertising please contact firstname.lastname@example.org and we will seek to address these. However, if the issue is related to onsite issues e.g. faulty facilities, please contact your host in the first instance. If issue is minor we provide all guests with the opportunity to review the space and recommend you take this opportunity.
HOW MUCH DOES COLO COST?
There are no additional costs for the guests of Colo we take care of the payment processing and everything. There are no costs to sign up, no ongoing fees, no ongoing minimum spend – only pay for what you use.
INVOICES AND RECEIPTS
You will be automatically provided with a GST receipt on transfer of the funds. Please note that as the contractual relationship is with the host not Colo, the invoice will be issued on their behalf.
HOW TO CHANGE A RECEIPT
Please contact email@example.com and we will help you.
Your invoice should include the full tax details of the host including the GST details. Should this information not be included, or it is incorrect please contact firstname.lastname@example.org and we will seek to resolve this as soon as practical. Please note that Colo does not validate, verify, or guarantee of the accuracy of third-party tax information. Colo does not warrant or represent the correctness of tax details provided by third parties.
HOW DOES COLO HELP HOSTS?
Colo allows hosts to advertise their space to people all over the world, that share your interests, work culture and style. Hosts can build their community without having to worry about the admin of bringing new people onboard. Once you’ve set up your Stripe account all you need to do is set your price and availability, then we take care of the rest. How does the payment system work? We take a % of each transaction to cover the payment processing costs, marketing costs etc that’s completed through the platform. There’s no unexpected costs. What do I do next?
- Get set up with your Stripe account,
- Add images, details and your terms your profile – if you don’t have them, just let us know and we’d be happy to help!
- We’ll take care of the rest. Easy as that.
For more information please visit https://colo.life/host/
AS A HOST WHAT TERMS DO I HAVE TO OFFER?
Your space, your rules. Offer the space on terms which match your business model, your availability. The guests sign up to your licence terms and must adhere to your rules on site. We do however have specific terms around cancellation of bookings which are noted here. If you believe a guest is abusing these terms, acting in bad faith please let us know by contacting email@example.com we can take a number of actions to support your including recovering costs associated with damages, banning the guests.
PREPARING TO HOST
All hosts should have your own health and safety and onboarding plans to ensure all guests are aware of their rights and responsibilities for using your site. Remember, your space, your rules. Furthermore you should be aware that the hosting contact is between host and guest directly under the form of a license not a lease. If you do not have a license, please contact firstname.lastname@example.org for assistance and we can recommend a standard form template which you can use and amend for your specific purposes however Colo cannot provide legal or real estate advice.
Outside of the legal obligations, we recommend keeping your listing up to date and accurate. And if things change remember you don’t need to accept a booking from a guest – if you are unable to provide the services you have offered on your listing, decline the booking.
HOW DOES THE CULTURE ENGINE WORK?
You can get your existing residents will take the Culture Engine test, and those 5 short questions will give us an indication of their working style and specific needs. Alternatively you can input your views on what your space offers and the culture is. Then, using that information as a reference, we match your spaces with similar guests. There’s absolutely no cost involved in getting your existing community to sign up and take the Culture Engine test, and no requirement for you to bill your existing community through Colo either. We have written more extensively on the cultural parameters here.
WHAT IF I HAVE A DIVERSE RANGE OF MEMBERS?
Will that negatively affect my space’s Culture Engine result? Short answer: no. Long answer: the Culture Engine was created with exactly this in mind. The founder or operator can only define the culture of their space to a certain extent, but the rest is up to the people within the space – the community. The Culture Engine helps founders/operators uncover what is truly unique about their space, and to help them embrace it.
PROTECTION & INSURANCE
Colo does not provide insurance for your space and you are solely responsible for the appropriate insurance on site. However please note that all guests agree to be responsible for any damages they may incur while on your site – providing that the damages are not due to fair, wear and tear and there is a breach of the licence agreement between host and guest, which Colo is not a party to. Should you believe there are damages which the guest is responsible for please contact email@example.com and we will seek to assist you on appropriate recovery, if any.
REGULATIONS AND STANDARDS
You are responsible for the operations of your site. Your space, your rules. This includes any health and safety obligations, any privacy obligations or discriminatory behaviours that you are responsible for under NZ law.
DO I HAVE TO ACCEPT A GUEST BOOKING?
No, Colo acknowledges that at times you may not be able to accommodate a booking. Although we discourage this and repeated declining of booking may impact your ranking.
MANAGING YOUR LISTINGS
You may receive enquiries about the space from potential guests via email and the messaging function of Colo. We recommend you respond as soon as practical on all enquiries. However if the enquiries are spam, or selling goods and services please contact firstname.lastname@example.org and we will take the appropriate actions with the guest.
BOOKING REQUIREMENTS FOR GUESTS
For a guest to book a space, their basic contact details are validated however their payment details are not validated until such time you have accepted a booking. We do not however, hold and validate guests personal details, which will be required by you as a host on check in. If you require personal details as part of your onsite policies, it is recommended to collect these on check in. Please note that until payment has been processed and you have received payment, a booking is not confirmed, it remains a reservation. If you have accepted a booking but not received a booking confirmation, please contact email@example.com
CHANGING LISTING DETAILS
Should you need to change your details of the listing please log in as normal, ensuring to log in as a host, and you should be directed to the host dashboard. From here, on the left hand side, there is a tab called “listings” which when you click on this you will see the various spaces you have listed. If you click on “Edit” you will be able to change all details associated with your space. Go through the process and then hit submit and we will approve your changes which will then go live on the website. If there is an urgent change or issue please feel free to contact firstname.lastname@example.org
Should you need to change your pricing of the listing please log in as normal, ensuring to log in as a host, and you should be directed to the host dashboard. From here, on the left hand side, there is a tab called “listings” which when you click on this you will see the various spaces you have listed. If you click on “Edit” you will be able to change all details associated with your space and one of the final steps will be to change your pricing terms. Go through the process and then hit submit and we will approve your changes which will then go live on the website. If there is an urgent change or issue please feel free to contact email@example.com
Should you need to change your pricing of the listing please log in as normal, ensuring to log in as a host, and you should be directed to the host dashboard. From here, on the left hand side, there is a tab called “listings” which when you click on this you will see the various spaces you have listed. Simply click on “archive” and your listing will be taken off the live site until you’re ready to reengage!
Colo seeks to operate a relatively flexible booking and cancellation policy, however, we acknowledge that you are running a business and as such full flexibility is not expected. Please refer to our cancellation policy here for further details. As such, when a cancellation is made your Stripe account will be debited and you will be informed as such. Should you believe that there is a abuse of this policy by the guest or the cancellation is unfair, please contact firstname.lastname@example.org and we will address it with urgency.
In rare occasions a guest may seek a refund. Should we receive such a request we will contact you as soon as practical to resolve the issue. Guests are not automatically entitled to a refund.
In general, should you have any issues please contact email@example.com and we will endeavour to help you with any issues you are experiencing.
PAYOUT AND FEES
Please refer to our pricing page here. There are no sign up costs, no hidden fees and no ongoing costs associated with Colo and best of all we only get paid when you do. For most hosts this will be 12% and this covers everything.
You should receive a payout to your stripe account minutes after approving the guest booking and only minutes later, a receipt. If you do not receive either a payout or invoice please double check your spam and junkmail folders for the receipt and please contact firstname.lastname@example.org and we will investigate further. Unless a payment has been received no booking has been made.
An automated invoice will be issued to you via email. If you have not received an invoice and booking confirmation, then no funds have been transferred and a booking has not been made. Should you believe there is an issue with the invoice, or a booking please contact email@example.com
We have included GST within the invoicing, and this should be clearly shown, however if you believe there is an error or your circumstances are non-standard, please contact firstname.lastname@example.org and we will endeavour to help you.
RISK & HEALTH & SAFETY
SAFETY TIPS AND GUIDELINES
Your space, your rules. You are responsible for maintaining a safe workplace, but similarly all guests have rights and responsibilities associated with using your space which most importantly includes an obligation to adhere to your rules. If you believe a guest is not adhering to their rights and responsibilities please contact email@example.com and we will seek to take the appropriate actions. We recommend that all hosts are actively aware of their obligations under NZ law and keep up to date with the best practice via https://www.worksafe.govt.nz/ and other such sites. Should you have any questions or concerns Colo will seek to help you in creating a basic plan, however, please note that Colo is not a workplace health and safety expert and every site is different.
FALSE OR MISLEADING REVIEWS?
If you believe your space has been falsely reviewed, or a review is misleading please contact firstname.lastname@example.org and we will seek to review to ensure that the reviews are fair, balanced and in keeping with our policies.
TERMINATION, SUSPENSION AND OTHER MEASURES
Colo puts our guests safety both online and in real life as paramount. As such both guests and hosts can be terminated, suspended for breaches of guest safety, misleading information or breach of agreements. Should you believe a guest has not adhered to the Colo terms here then please contact email@example.com and we will address this directly and keep you informed of actions, if any, taken. Similarly if you do not adhere to the Colo terms or the rules and obligations of being host we may take actions to terminate, suspend your account or even recover costs associated with damages. For more information please review https://colo.life/terms-and-conditions/ and should a circumstance occur which is not covered by the terms