Welcome to our accommodation marketplace, where you can book short-term stays across the UK.
These Terms and Conditions govern the use of our website and services, including the browsing, booking, and use of properties listed through this Platform (the “Website”). By browsing, making an enquiry, submitting payment, verifying your stay details, or checking in to the Property, you confirm that you have read, understood, and agree to be bound by these Terms in full.
If you do not agree, you must not proceed with the booking.
These Terms form a legally binding agreement between you and the relevant Management Company responsible for the Property.
1. DEFINITIONS
In these Terms:
“You”, “Your”, “Guest”, “Lead Guest” means the person making the Booking, any guest listed on the Booking, and any person given access to the Property under that Booking.
“We”, “Us”, “Our”, “the Platform” means the accommodation marketplace/Website through which Properties are listed and reservations are facilitated.
“Management Company”, “Host” means the independent company or individual responsible for managing the specific Property you have booked.
“Property” means any short-term rental accommodation advertised on or booked through the Platform.
“Booking” means a confirmed reservation for a Property for stated dates.
“Security Deposit / Pre-authorisation” means the card hold, authorisation, or damage protection amount required before check-in.
The Platform may be operated by one or more UK-registered companies under a shared brand identity. The ownership or operating structure of the Platform and any Management Company may change over time. This does not affect the validity or enforceability of these Terms.
2. RELATIONSHIP BETWEEN THE PARTIES
2.1. The Platform is a booking and marketing interface. It does not own or operate the Properties.
2.2. When you complete a Booking, you enter into a direct contract for accommodation services with the Management Company of the specific Property you have selected.
2.3. Payments for accommodation are processed via secure third-party payment processors (including Stripe). The Platform does not itself collect, hold, or transfer booking funds, and is not the contracting party for the stay.
2.4. Each Management Company is solely responsible for: the condition and safety of its Property;
accuracy of its listing, photos, descriptions and amenities; check-in instructions, guest support and dispute resolution relating to that Property.
3. BOOKINGS, PAYMENT & NON-REFUNDABLE POLICY
3.1. All Bookings are subject to availability and are only confirmed once full payment has cleared.
3.2. You agree to provide complete and accurate guest details at the time of booking, including the full number of guests. You confirm that you are aged 18 or over and authorised to make the Booking on behalf of your entire group.
3.3. Payment in full is required at the time of booking.
Additional charges may apply in (but not limited to) the following circumstances: early check-in or late checkout; unregistered / unauthorised guests; excessive cleaning required;damage, loss, breakage or missing items; breach of house rules (including parties, smoking, pets, etc.).
3.4. All direct bookings are strictly non-refundable.
This includes (without limitation) illness, transport disruption, travel delays, personal emergencies, change of plans, or failure to arrive / check in. The Property is reserved exclusively for you for the duration of your Booking whether or not you choose to occupy it.
3.5. If you booked via an Online Travel Agency (“OTA”) such as Airbnb, Booking.com or similar, that OTA’s stated cancellation terms will apply. Once the OTA cancellation window has passed, the Booking becomes fully non-refundable.
3.6. By making payment (including via Stripe), you: acknowledge that you have been provided with a description of the Property, its amenities, rules, location and restrictions (including the requirement for a security deposit/pre-authorisation); accept that you are purchasing accommodation services for set dates; agree that non-use, late arrival, early departure, dissatisfaction based on personal preference, or a change of mind does not create any right to refund.
3.7. You authorise the relevant Management Company to charge your card for any sums due under these Terms (including damages, cleaning, late checkout fees, unauthorised guests or pets).
Any attempt to raise a false, misleading or fraudulent chargeback or dispute will be treated as a breach of contract and may result in legal action. Proven fraudulent claims may also trigger an immediate damage penalty of up to 10x (ten times) the value of the original booking, payable within 7 days, and may be reported to relevant authorities.
4. SECURITY DEPOSIT / STAY PROTECTION
To protect the Property and to ensure fairness for future guests, every Booking must complete one of the following Stay Protection options. The specific option available will depend on the Property. Your check-in codes will not be released until this step is completed in full.
A one-time, non-refundable fee which contributes towards the cost of minor accidental issues.
This fee does not remove your liability. If damage or costs exceed this amount, we reserve the right to recover the additional amount from you (up to a maximum of £250 without further legal action).
Option B: Pre-authorisation / Security Deposit – up to £350 (refundable)
A pre-authorisation hold (not an immediate charge) of up to £350 may be placed on your card before check-in. This may temporarily affect your available balance.
After checkout, the hold is released, subject to a satisfactory inspection of the Property and subject to your bank’s processing times (typically within 14 days).
If damages, losses, breaches of these Terms, additional cleaning, call-out fees, penalty charges or contractually agreed fines exceed the pre-authorisation amount, the Lead Guest remains fully liable for the excess.
4.1. Where a pre-authorisation cannot be provided, we may refuse access to the Property and treat this as a non-refundable cancellation by you.
4.2. The requirement for either a Property Protection Fee or Pre-authorisation is clearly stated as “important information” on all supported online travel agencies and on the Website at the time of booking. Proceeding with the Booking is confirmation that you have accepted this requirement.
5. GUEST VERIFICATION / RELEASE OF ACCESS CODES
5.1. For security and insurance reasons, digital access codes, lockbox codes or key collection instructions (“Access Details”) are only released once: full payment has cleared; all requested verification steps have been completed; the required Security Deposit / Protection Fee has been successfully authorised.
5.2. If you fail or refuse to complete verification, Access Details will not be released. This will be treated as a breach by you and no refund will be due.
6. CHECK-IN, CHECKOUT & PROPERTY HANDOVER
Check-in: from 16:00 (4:00pm) on the arrival date, unless otherwise agreed in writing.
Checkout: by 10:00am on the day of departure, unless otherwise agreed in writing.
6.1. Late checkout without prior approval disrupts cleaning, inspections and incoming guests. Unauthorised late checkout will incur charges of £50 per 15 minutes (or part thereof).
6.2. Early check-in / late checkout may be offered, subject to availability and an additional fee. This must be requested via the guest portal / contact channel before arrival or before standard checkout.
6.3. At checkout, you must: lock all doors and windows securely;return all keys/fobs to the agreed lockbox or handover point; scramble any lockbox codes after replacing the key; ensure the lockbox is properly closed.
Failure to secure the Property and/or correctly return keys/fobs will result in:
a minimum charge of £100 for lost/damaged keys, lockbox failure, fob replacement or locksmith attendance; and/or
a minimum charge of £250 if the Property is left unsecured, as you remain liable for resulting loss or damage.
7. HOUSE RULES / GUEST CONDUCT
To protect guest safety, neighbours, and the Property, the following rules apply to all Properties unless explicitly stated otherwise in writing. Breach of any of these rules may lead to immediate eviction with no refund, retention of deposit/fees, additional charges, and where appropriate, involvement of the police or other authorities.
7.1. Parties, Gatherings & Events
Parties, gatherings, events or any unauthorised visitors are strictly prohibited.
We operate security monitoring (including external cameras and/or noise monitoring devices) to prevent nuisance and protect our Properties.
Any breach will result in:
immediate security intervention and/or eviction with no refund;
a minimum charge of £250;
cancellation of the Booking;
potential police involvement.
We reserve the right to remove any Guest or entire group who breaches this policy.
7.2. Smoking / Vaping / Drugs
Smoking, including cigarettes, cigars, e-cigarettes and vaping devices, is strictly prohibited inside the Property and any internal communal areas. Our smoke detectors are active and sensitive.
Breach of this rule will result in a minimum fine of £250 plus any associated cleaning, deodorising, call-out or fire service costs. The use, possession, or distribution of illegal drugs is strictly prohibited. Any breach may result in:
immediate removal from the Property with no refund; police involvement where applicable; forfeiture of deposit and additional charges.
7.3. Unauthorised Guests
All Guests must be declared at the time of Booking.
Unauthorised guests (i.e. anyone not listed on the Booking) will incur a charge of £25 per person, per night and may trigger immediate eviction with no refund.
For safety and insurance reasons, external CCTV may monitor entrances to confirm occupancy and protect against unauthorised access.
7.4. Pets
Pets are not permitted unless the specific Property is expressly advertised as pet-friendly and you have written approval prior to arrival.
Unauthorised pets will result in:
an immediate fine of £1,000;
instant termination of the stay with no refund;
additional deep cleaning / damage charges if applicable.
7.5. Noise, Nuisance & Behaviour
You must respect neighbours, other residents and the local community at all times.
Excessive noise, anti-social behaviour, harassment, threatening conduct, aggression (verbal, physical or written) towards staff, neighbours or other guests will result in:
immediate eviction with no refund;
reporting to relevant authorities;
recovery of any resulting costs, including security call-outs.
This is a zero tolerance policy.
7.6. Care of the Property
You agree to: treat the Property, furnishings, artwork, fixtures, fittings and all contents with reasonable care; avoid excessive mess, rubbish build-up or unsanitary conditions; use appliances, heating, showers, electrics and other systems correctly.
Additional cleaning or repair fees will apply if the Property is left in poor condition, if specialist cleaning is required (for example, smoke removal or pet remediation), or if items are missing, damaged or broken.
If a call-out is required due to user error or misuse (for example incorrect heating settings, tripped electrics caused by your equipment, etc.) you may be charged for that call-out.
8. MAINTENANCE, ISSUES & REPORTING REQUIREMENT
8.1. You must report any maintenance issues, defects, safety concerns, cleanliness concerns or complaints as soon as possible and in any event within 1 hour of check-in, using the contact channel provided.
8.2. We will always seek to troubleshoot with you remotely first, and where appropriate arrange attendance by maintenance, cleaning or support teams.
8.3. If you fail to report an issue within 1 hour of check-in (or, for OTA bookings, within 3 hours where stated by that OTA), you will be deemed to have accepted the Property in good, clean and satisfactory condition.
No refund, rebate, credit or post-stay compensation will be considered for any matter not reported during the stay within this required timeframe.
9. CCTV, MONITORING & SECURITY
9.1. For the safety of guests, staff, neighbours and Property assets, some locations may use: external CCTV cameras at entrances and/or communal areas; noise monitoring devices (which measure decibel levels only, not record conversations); smart access systems.
9.2. Where CCTV is in use, it will be positioned and operated in line with applicable data protection law and signage will be provided where required. There is no CCTV in private bathrooms or bedrooms.
9.3. Tampering with, covering, disabling, disconnecting or otherwise interfering with CCTV, noise monitors, Wi-Fi routers, smoke alarms, carbon monoxide alarms, door sensors, smart locks, etc. is strictly prohibited and will result in immediate eviction with no refund, plus recovery of any associated costs.
10. PROPERTY INFORMATION & FAIR USE
10.1. Property descriptions, photography, floor plans, amenities lists and location descriptions are provided by each Management Company.
10.2. While all reasonable efforts are made to ensure accuracy, minor changes (for example furniture layout, décor updates, seasonal maintenance) may occur between photography and your arrival.
10.3. Reasonable wear and tear and minor cosmetic differences do not constitute grounds for cancellation, refund, compensation or negative chargeback claims.
11. LOSS, DAMAGE & LIABILITY
11.1. You are responsible for: any loss, damage, breakage or missing item caused by you or any member of your group (whether accidental or deliberate); any additional cleaning required due to misuse, smoking, pets, parties, excessive mess or negligence; any call-out charges arising from misuse or user error.
11.2. If the cost of repair, replacement, specialist cleaning, locksmith attendance, key/fob replacement or associated loss of future bookings exceeds the Security Deposit / Pre-authorisation (or exceeds the £29.99 protection fee, where applicable), you agree that the Management Company may charge your card directly for the full excess. Further legal recovery action may be taken if required.
11.3. Neither the Platform nor the Management Company accepts liability for: loss, theft or damage to personal belongings left at or in the Property; personal injury, illness or death unless directly caused by proven negligence of the Management Company or its contractors; interruption to utilities or other services (including Wi-Fi, gas, electricity, water, heating or TV services) where such interruption is due to factors beyond reasonable control (e.g. supplier faults, regional outages, adverse weather, strikes, etc.); issues caused by third-party systems such as channel managers, payment processors, deposit handlers, cleaning contractors, key exchange partners, utility providers or building management.
11.4. You agree to indemnify and hold harmless the Platform and the Management Company against any claims, liabilities, losses, costs or expenses arising from your breach of these Terms, unlawful conduct, or damage caused by you or your party.
12. FORCE MAJEURE / RELOCATION OR CANCELLATION BY US
12.1. The Management Company may amend, relocate or cancel your Booking if circumstances arise which make the Property unavailable, unsafe, unlawful or not reasonably habitable. Examples include (but are not limited to) fire, flood, structural issues, health & safety concerns, government restrictions, essential maintenance, utilities failure or other events beyond reasonable control.
12.2. In such circumstances, reasonable efforts will be made to: offer suitable alternative accommodation of a similar standard; or provide a full refund of amounts paid for the affected nights.
12.3. This refund (if applicable) is the full extent of our liability. We are not responsible for any additional or indirect losses such as travel costs, alternative accommodation costs you source independently, loss of enjoyment or business interruption.
13. PRIVACY & DATA PROTECTION
13.1. We comply with UK GDPR and the Data Protection Act 2018.
13.2. Guest data (including ID verification, contact details, payment details and stay information) is processed and stored securely through approved third parties, including but not limited to: channel manager(s) (for example Hostaway); payment processors (for example Stripe); security deposit processors.
13.3. Each Management Company is the data controller for the bookings relating to its Property. The Platform acts as an intermediary only. We do not sell personal data for marketing purposes.
14. TAX, VAT & BUSINESS STRUCTURE
14.1. Each Management Company is an independent UK business and is individually responsible for its own tax, accounting and VAT obligations.
14.2. The Platform is not a VAT group, partnership, joint venture or single trading entity with those Management Companies, and does not collect or remit VAT on their behalf.
14.3. Listing a Property on the Platform does not constitute tax avoidance. It is an introduction and marketing service.
15. PROPERTY OWNERS / INVESTORS
15.1. Property owners and investors whose properties appear on the Platform operate as independent businesses.
15.2. The Platform is not acting as an estate agent, letting agent, or financial advisor and does not guarantee income, yields or returns.
15.3. Each Management Company remains solely responsible for its relationship with its property owners.
16. INTELLECTUAL PROPERTY
16.1. All Website content (including text, images, layout, branding and structure) is owned by or licensed to the Platform.
16.2. You may not copy, reproduce, distribute, scrape, data-mine, resell, or otherwise use any part of the Website or its listings without prior written permission.
17. ADMINISTRATION FEES & ADDITIONAL CHARGES
Where any rule in these Terms is breached and a charge is applied (for example smoking fines, unauthorised pets, late checkout, lost keys, property damage, excessive cleaning, false chargeback, etc.), a minimum administration fee of £55 will be added to cover investigation, handling, reporting, evidence preparation and payment processing.
These charges are not intended to generate profit. They exist solely to protect properties, ensure fairness for future guests, and recover genuine costs incurred as a direct result of breaches.
18. ACCEPTANCE OF TERMS / BINDING SIGNATURE
By making a Booking, completing payment (including via Stripe), completing verification, accepting keys, receiving access codes, entering or remaining in the Property, you confirm and warrant that:
You are aged 18 or over and legally capable of entering into a binding contract.
You have read, understood and agree to be bound by these Terms (including all House Rules and payment terms).
You accept financial responsibility for:
the conduct of your entire group;
any breach of these Terms;
any damage, loss, fines, cleaning costs or penalties arising from your stay.
You acknowledge that non-use of the Property, failure to check in, early departure, or dissatisfaction not promptly reported in line with Clause 8 does not entitle you to any refund.
You accept that these Terms form a legally enforceable agreement between you (the Guest) and the relevant Management Company responsible for the Property.
If you do not agree to any part of these Terms, you must not proceed with the Booking and you must not access the Property.
19. GOVERNING LAW & JURISDICTION
19.1. These Terms, and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with them, are governed by the laws of England and Wales.
19.2. You agree that the courts of England and Wales have exclusive jurisdiction to settle any dispute or claim arising under or in connection with these Terms, your Booking, your stay at the Property, or any associated payment, deduction, charge or alleged breach.
20. FINAL NOTE
We understand that genuine accidents and misunderstandings can happen. Our aim is always to resolve issues fairly, quickly and with common sense so that you — and the next guest — can enjoy a safe, comfortable, high-standard stay.
By proceeding with your Booking, you confirm that you are happy to continue on this basis.