Booking Terms & Conditions

1. Booking Confirmation

A reservation is confirmed only when the required payment has been received and written confirmation has been issued by the Property Owner/Manager ("we", "our", "us"). We reserve the right to refuse any booking at our absolute discretion before confirmation.

The person making the booking ("Lead Guest") confirms they are at least 18 years of age and have the legal authority to enter into this agreement on behalf of all guests.

2. Payment

Full payment or the agreed deposit must be received by the specified due date.

Failure to pay on time may result in cancellation without further notice.

We reserve the right to request a refundable security deposit before check-in. Failure to provide the security deposit, where requested, may result in cancellation of the booking without refund.

3. Security Deposit

A security deposit may be held against the booking.

The deposit may be used to cover, including but not limited to:

  • Damage to the property.

  • Missing or stolen items.

  • Additional cleaning.

  • Smoking or vaping inside the property.

  • Unauthorised pets.

  • Lost keys or access devices.

  • Lock replacement.

  • Call-out charges.

  • Excessive rubbish removal.

  • Breaches of these Terms & Conditions.

  • Unpaid charges.

If the total cost exceeds the security deposit, the Lead Guest agrees to pay the outstanding balance within 14 days of receiving an invoice.

4. Identification Verification

We reserve the right to require photographic identification and proof of address for the Lead Guest and, where necessary, additional guests before providing access.

Failure to complete identity verification may result in cancellation without refund where permitted by law.

5. Check-in & Check-out

Check-in is available from the agreed time.

Check-out is by the agreed departure time.

Late departures may incur additional charges including:

  • Additional cleaning costs.

  • Compensation for delayed check-ins.

  • Loss of subsequent bookings.

  • Additional accommodation charges.

6. Occupancy

Only guests included within the booking may occupy the property.

Visitors are permitted only with prior written approval.

The maximum occupancy must never be exceeded.

Subletting, transferring the booking or commercial use of the property is prohibited.

7. Parties and Events

Strictly no parties, gatherings or events are permitted unless expressly authorised in writing.

Where evidence suggests an unauthorised party or event has occurred, we reserve the right to:

  • Require all occupants to leave immediately.

  • Retain the security deposit.

  • Recover all additional losses and costs.

  • Notify relevant authorities where appropriate.

No refund will be payable.

8. Guest Responsibilities

Guests agree to:

  • Keep the property secure.

  • Respect neighbours.

  • Keep noise to an acceptable level.

  • Follow all house rules.

  • Lock all windows and doors when leaving.

  • Report any damage immediately.

Guests remain responsible for damage caused by visitors they permit onto the property.

9. Damage, Breakages & Additional Cleaning

The Lead Guest accepts full responsibility for all damage caused during the booking by themselves or anyone connected with the booking.

Charges may include:

  • Repairs.

  • Replacement items.

  • Professional cleaning.

  • Carpet cleaning.

  • Upholstery cleaning.

  • Mattress replacement.

  • Linen replacement.

  • Decoration.

  • Plumbing repairs.

  • Electrical repairs.

  • Any damages.

  • Emergency contractor call-outs.

  • Locksmith charges.

  • Administration costs directly associated with resolving the damage.

  • Additional unauthorised guests or undeclared guests.

  • Violation of property health and safety.

  • Violation of any of these booking terms and conditions.

Evidence may include photographs, inspection reports, invoices and contractor quotations.

We reserve the right to charge the payment card used for the booking or issue an invoice where additional sums remain due.

10. Smoking & Vaping

Smoking or vaping anywhere inside the property is strictly prohibited.

Where smoking is detected, guests agree to pay the reasonable costs of:

  • Specialist odour removal.

  • Deep cleaning.

  • Replacement of contaminated furnishings or linens where necessary.

  • Loss of income where the property cannot be re-let due to remedial works.

11. Pets

Pets are only permitted where expressly agreed before arrival.

Unauthorised pets may result in:

  • Additional cleaning charges.

  • Damage charges.

  • Immediate termination of the booking where appropriate.

Assistance dogs are accommodated in accordance with applicable law.

12. Electric Vehicle Charging

Electric vehicles may only be charged using an approved EV charging point provided at the property.

Charging from domestic sockets or extension leads is prohibited.

Guests are liable for any damage or costs arising from unauthorised charging.

13. CCTV

Where CCTV is installed, it is used solely for legitimate security and property protection purposes of the outside of the property.

Cameras are positioned only in external or communal areas and are never installed within private internal living spaces.

Guests must not interfere with or tamper with security equipment.

14. Lost Keys & Access Devices

Lost keys, fobs or access devices may incur charges for:

  • Replacement keys.

  • Lock replacement.

  • Locksmith attendance.

  • Reprogramming electronic systems.

  • Emergency access.

15. Liability

Guests occupy and use the property entirely at their own risk.

To the fullest extent permitted by applicable law:

  • We accept no responsibility for loss, theft or damage to guests' money, valuables, vehicles or personal possessions.

  • We are not liable for interruptions to utilities, Wi-Fi, television services or other amenities where the interruption is outside our reasonable control.

  • We are not liable for indirect, consequential or economic losses arising from the booking.

  • We shall not be liable for accidents or injuries occurring through a guest's own negligence or misuse of the property.

Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by our negligence, fraud or fraudulent misrepresentation, or any other liability that cannot legally be excluded.

16. Chargebacks

The Lead Guest agrees to contact us first to resolve any genuine dispute before initiating a chargeback with their card issuer.

Where a chargeback is found to be fraudulent or without valid legal basis, we reserve the right to recover:

  • The original booking amount.

  • Bank and merchant fees.

  • Administrative costs reasonably incurred.

  • Debt recovery costs where legally recoverable.

  • Legal costs where awarded or otherwise recoverable under applicable law.

17. Termination

We reserve the right to terminate the booking immediately without refund where guests:

  • Breach these Terms.

  • Cause damage.

  • Engage in illegal activity.

  • Disturb neighbours.

  • Exceed occupancy limits.

  • Hold unauthorised parties.

  • Provide false booking information.

  • Refuse identification where required.

Guests must vacate immediately upon request.

18. Force Majeure

We are not liable for failure to provide accommodation where prevented by events beyond our reasonable control including severe weather, flood, fire, utility failure, government action, pandemic restrictions, industrial disputes or other unforeseen circumstances.

19. Lost Property

Items left behind will normally be retained for up to 30 days where practical.

Return postage, packaging and administration costs are payable by the guest in advance.

Unclaimed items may be disposed of after the retention period.

20. Recovery of Costs

Where a guest breaches these Terms, they agree to reimburse us for all reasonable costs directly resulting from that breach, including repair costs, contractor fees, cleaning charges, and any reasonable debt recovery or legal costs that are recoverable under applicable law.

21. Governing Law

These Terms & Conditions are governed by the laws of England and Wales.

Any dispute arising from these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

22. Acceptance

By confirming a booking, the Lead Guest confirms that they:

  • Have read these Terms & Conditions.

  • Agree to be bound by them.

  • Accept responsibility for all members of their party and any visitors.

  • Authorise us to recover any sums properly due under these Terms using the payment method provided, subject to applicable law and card scheme rules.