Terms & Conditions

Privacy Policy

1. Introduction

This Privacy Policy explains how we collect, use and protect your personal data when you make an enquiry or booking with us. We are the data controller for the purposes of UK GDPR.

2. Personal Data We Collect

We may collect:

  • Names, addresses, email addresses and telephone numbers
  • Booking and stay details
  • Guest information provided by the lead guest
  • Payment and transaction references
  • Communications with us

Payment card details are processed securely by third-party providers and are not stored by us.

3. Lawful Basis for Processing

We process personal data to:

  • Perform our contract with you
  • Comply with legal obligations
  • Pursue legitimate business interests
  • Where consent has been given

4. How We Use Your Data

Your data is used to:

  • Administer bookings
  • Communicate essential stay information
  • Maintain safety and security
  • Meet legal and regulatory requirements

 

5. Data Sharing

We may share your data with:

  • Payment providers
  • Property managers, cleaners and maintenance contractors
  • Guest verification and protection providers
  • Authorities where legally required

We do not sell personal data.

6. Data Retention

Personal data is retained only for as long as necessary for legal, accounting and operational purposes.

7. Your Rights

You may request access, correction, deletion or restriction of your data and may complain to the Information Commissioner’s Office (ICO).

 


Cookie Policy

1. Cookies

Cookies are small text files used to improve website functionality and user experience.

2. Types of Cookies

  • Essential cookies (required for site operation)
  • Performance cookies (to understand site usage)

3. Managing Cookies

You can control cookies via your browser settings. Disabling cookies may affect functionality.

 


 

 

 

Booking Terms

0. Acceptance of Terms

By making a booking, you confirm that you have read, understood, and agree to be bound by these Terms & Conditions. These Terms & Conditions form the contract between you (the lead guest) and [Your Business Name].

This applies to all bookings, whether made directly, via VRBO, Airbnb, Google, or other platforms.

1. Eligibility & Lead Guest

  • You must be 18 or over to make a booking.
  • The person making the booking is the lead guest and is responsible for all guests and visitors.

2. Making a Booking

  • All bookings are subject to availability and acceptance.
  • A booking is only confirmed once the applicable payment has been successfully processed in cleared funds.

Payment Terms

Payment terms are determined by the platform through which the booking is made.

  • Direct bookings, website bookings, and VRBO:
  • 50% deposit at the time of booking
  • Remaining 50% charged 1 month prior to arrival
  • For bookings made via other third-party platforms (e.g., Airbnb, Google), the payment schedule will be set by that platform, and guests are responsible for reviewing those terms before confirming a booking.

3. Pricing

Prices are correct at the time of display but may change before confirmation. Once confirmed, prices will not change unless agreed in writing.

4. Payment Methods

We accept payment via Stripe credit/debit card, PayPal (where available), and electronic bank transfer.

Any bank or payment charges incurred due to failed or incorrect payments remain the responsibility of the lead guest.

 

5. Payment Providers

All payments are processed via third-party payment providers.
Any fees, charges or costs applied by third-party providers are non-refundable. Where a refund is due, any such fees not returned to us may be deducted from the refunded amount.

We are not responsible for delays or failures caused by third-party payment providers.

6. Occupancy & Use

  • Only guests listed on the booking may stay
  • No parties, events or commercial use without written permission
  • Quiet hours and local regulations must be respected

7. Condition of the Property

Guests must take reasonable care, report damage promptly, and leave the property in a reasonable condition. Charges may apply for damage, excessive cleaning or missing items.

8. Health & Safety

Guests must follow all safety guidance and use facilities responsibly. Children must be supervised at all times.

9. Hot Tubs & Amenities (where applicable)

Use is at the guest’s own risk. Instructions must be followed at all times.

 


Damage Deposit & Guest Verification

1. Damage Deposit

A damage deposit may be required to cover loss, damage, breakages or additional cleaning. The amount will be confirmed before arrival.

2. Card Details & Authorisation

By making a booking, you authorise us (or our payment processor) to:

  • Hold your card details
  • Place a pre-authorised hold prior to arrival
  • Charge your card where necessary in line with these terms

Pre-authorised holds reserve funds but are not charged unless required. Release timing depends on your card issuer.

3. SafeGuest (Non-Airbnb Bookings)

For non-Airbnb bookings, we may use SafeGuest, a third-party guest verification and protection platform.

SafeGuest may provide:

  • Guest identity verification
  • A refundable damage deposit via card hold, or
  • A non-refundable damage waiver/insurance option covering accidental damage up to a capped amount

SafeGuest terms are separate and guests are encouraged to review them.

4. Use of Deposit

We may retain all or part of the deposit to cover:

  • Damage or loss
  • Excessive cleaning
  • Missing items
  • Breach of house rules or fines

If costs exceed the deposit, additional payment may be requested.

5. Refunds & Evidence

Any refundable deposit will be released after inspection. Reasonable evidence will be provided for deductions. Disputes must be raised within 14 days.

 


Cancellation Terms

1. Guest Cancellation

  • Direct and website bookings:
  • Cancel more than 60 days before arrival → full refund (less non-refundable payment fees)
  • Cancel within 60 days → no refund
  • Direct and website bookings: If you cancel outside of these terms, please do so immediately, as if we rebook the dates we will refund you the value of that new booking.
  • All bookings: Travel insurance is strongly recommended.
  • Other platforms: Cancellation terms will follow the platform’s rules (e.g., Airbnb, VRBO).

 

2. Owner Cancellation

We may cancel where terms are breached, behaviour is unreasonable, or circumstances beyond our control arise.

If cancelled for our own reasons, we will refund all monies paid. Liability is limited to the refund only.

3. Termination During Stay

We may terminate a stay without refund for serious breach, misconduct, damage or illegal activity.

 


Force Majeure

We are not liable for events beyond our control including severe weather, utility failure, government restrictions or emergencies.

 


Liability & Law

Nothing limits liability for death or personal injury caused by negligence or fraud. Otherwise, liability is limited to the booking value.

These terms are governed by the laws of England and Wales.