Terms and Conditions

These Terms and Conditions apply to all accommodation bookings, services, stays, and related arrangements operated, managed, marketed, supplied, or administered by us, whether under our current trading name, any associated brand, property brand, management brand, booking name, website, direct booking channel, or any future or historic trading style used by us.

These Terms apply regardless of whether the booking is made through our website, a brand website, by telephone, by email, by payment link, through a booking platform, travel agent, relocation agent, corporate booker, insurance provider, council, contractor, or any other third party.

By making, confirming, paying for, checking in to, or staying under a booking, the Lead Guest and all members of the guest party agree to comply with these Terms and Conditions, the booking confirmation, house rules, arrival instructions, platform rules where applicable, and any reasonable safety or building-management requirements notified before or during the stay.

1. Definitions

• “We”, “us”, “our”, “operator” means the accommodation provider, property manager, host, agent, trading brand, associated brand, management company, or booking administrator responsible for the booking, including any current, previous, or future trading style, website, or brand name used by the same accommodation business or its associated operators.
• “Associated brand” means any brand, website, trading name, property name, management name, or booking channel operated, managed, marketed, administered, or supplied by us or by an associated accommodation provider, whether currently used or introduced in the future.
• “Guest”, “you”, “your” means the Lead Guest, all staying guests, visitors, invitees, corporate travellers, contractors, and any person entering the property in connection with the booking.
• “Lead Guest” means the person who makes, pays for, manages, confirms, or is named as responsible for the booking.
• “Property” means the apartment, house, room, building, parking space, communal area, key collection location, and any associated facilities used in connection with the stay.
• “Booking Platform” means Airbnb, Booking.com, Expedia, Agoda, Vrbo, travel agent, relocation provider, corporate travel provider, or similar booking channel.

2. Booking and Guest Information

• All booking information must be accurate, complete, and kept up to date.
• The Lead Guest must be at least 18 years old.
• We may request identification, address details, company details, guest names, contact details, reason for stay, and verification documents before or during the stay.
• We may refuse, cancel, or suspend a booking if information is incomplete, false, misleading, or verification is not completed.
• Where a booking is made for workers, contractors, employees, family members, or other third parties, the booker remains responsible for them unless we agree otherwise in writing.

3. Payment Terms

• Payment must be made in full by the due date stated in the booking confirmation, invoice, payment link, platform terms, or written agreement.
• A booking is not guaranteed until the required payment, deposit, verification, and confirmation steps have been completed.
• We reserve the right to cancel or refuse access where payment has not cleared before check-in.
• Guests are responsible for all agreed accommodation charges, cleaning fees, security deposits, damage charges, late checkout charges, extra guest charges, parking charges, extensions, and other agreed services.
• Card processing, bank, currency conversion, or platform fees charged by third parties are the guest’s responsibility unless stated otherwise.
• Payment failure, declined card, chargeback, reversed payment, or unpaid invoice may result in cancellation, refusal of access, debt recovery, or legal action.

4. Pricing, Errors and Availability

• Prices and availability may change until a booking is confirmed.
• We may correct obvious pricing, availability, typographical, or system errors before accepting a booking.
• If an obvious error is identified after confirmation, we will contact the guest and offer a fair solution, which may include paying the correct price, moving to alternative accommodation, or receiving a refund of amounts paid for the affected booking.

5. Cancellation, Amendments and No-Shows

• The cancellation policy shown at the time of booking applies.
• Different rates may carry different cancellation terms, including flexible, partially refundable, non-refundable, promotional, long-stay, or discounted terms.
• Where no specific cancellation policy is stated for a direct booking, the default cancellation policy in Section 6 applies.
• Requests to amend dates, shorten a stay, reduce guest numbers, change property, or change the Lead Guest are subject to availability, price difference, platform rules, and our written approval.
• No refund is due for a no-show, late arrival, early departure, unused nights, or a guest choosing not to stay, unless required by law or agreed by us in writing.
• Where a Booking Platform is used, cancellation and refund requests may need to be processed through that platform.

6. Default Direct Booking Cancellation Policy

This section applies to direct bookings only where no other cancellation policy is clearly stated in the booking confirmation, invoice, payment link, written agreement, or booking page.

• Cancellations made more than 14 days before check-in may be refunded, less any non-refundable charges, payment processing fees, platform or channel fees, and reasonable administration costs.
• Cancellations made 14 days or less before check-in are non-refundable.
• Non-refundable rates, promotional rates, discounted rates, special offers, corporate rates, long-stay rates, and event-date bookings are non-refundable once confirmed unless required by law or agreed by us in writing.
• Cleaning fees may be refunded where a stay is cancelled before check-in and no cleaning or preparation cost has been incurred.
• If we are able to re-sell cancelled nights, we may take this into account when considering a discretionary refund, after deducting reasonable losses, price difference, payment fees, administration, and re-sale costs.
• Accommodation bookings for specific dates are not normally subject to the standard 14-day consumer cooling-off cancellation right.

7. Refunds

• Any refund must be agreed by us in writing or processed in accordance with the applicable Booking Platform rules.
• Refunds are normally returned to the original payment method.
• Refund processing times depend on the payment provider, card issuer, bank, or Booking Platform and may take several working days.
• Refunds may be reduced by payment processing fees, platform fees, bank fees, currency conversion fees, administration costs, cleaning costs already incurred, damage costs, unpaid charges, or other reasonable losses.
• Refunds are not normally available where a guest fails to read check-in instructions, arrives late, changes travel plans, refuses reasonable access for repairs, breaches house rules, or reports an issue only after checkout without giving us a fair opportunity to resolve it.

8. Extensions and Booking Changes

• Extensions are subject to availability and must be agreed by us in writing.
• An extension is not confirmed until payment has cleared and written confirmation has been issued.
• Unless agreed otherwise in writing, any extension follows the same Terms and Conditions, house rules, deposit obligations, damage liability, and payment obligations as the original booking.
• Extension rates may differ from the original nightly rate and may reflect current market rates, demand, seasonality, cleaning schedules, or operational costs.
• If an extension is requested late and affects cleaning, maintenance, or another guest, additional charges may apply.
• Failure to leave after the confirmed checkout time without an agreed extension may be treated as unauthorised occupation and may result in additional charges, removal, legal action, and recovery of losses.

9. Long-Stay Bookings

• Long-stay bookings may require staged payments, interim inspections, interim cleaning, linen changes, deposit top-ups, or additional verification.
• Payment instalments must be paid by the agreed dates. Failure to pay may result in cancellation or refusal of continued access.
• Long-stay guests must allow reasonable access for inspection, maintenance, statutory safety checks, and cleaning where agreed.
• Long-stay discounts are given on the basis that the full agreed stay is completed. If a guest shortens the stay, the nightly rate may be recalculated at the standard rate and any refund may be reduced accordingly.
• Unless agreed otherwise in writing, early departure from a long-stay booking is non-refundable.

10. Security Deposit and Payment Authorisation

A refundable security deposit, card pre-authorisation, payment card registration, or alternative security arrangement may be required. The amount may vary depending on the property, booking channel, dates, length of stay, number of guests, risk profile, or booking circumstances.

• The usual deposit range is £100–£300, but higher deposits may apply for longer stays, higher-risk dates, large groups, events, or special circumstances.
• The deposit may be used towards damage, missing items, excessive cleaning, smoking or odour removal, late checkout, unpaid charges, key or fob replacement, parking remote replacement, unauthorised guests, rule breaches, contractor costs, emergency call-outs, and other losses caused by the guest or their visitors.
• The Lead Guest authorises us to charge the payment card or retain from the deposit any reasonable and evidenced costs arising from the booking.
• Deductions may be made after checkout once inspection, evidence, invoices, staff reports, contractor reports, or management reports have been reviewed.
• Where costs exceed the deposit, the guest remains liable for the balance.
• Deposits are normally released or refunded after checkout, subject to inspection and payment-provider processing times.

11. Occupancy and Registered Guests

• The number of guests must not exceed the maximum occupancy stated in the confirmed booking.
• Only registered guests may stay overnight.
• Guest names may be requested before check-in and may need to match identification documents.
• Unregistered overnight guests, unauthorised visitors, or exceeding maximum occupancy may result in extra charges, cancellation without refund, removal from the property, and/or deposit deductions.
• Children and infants count towards occupancy unless we agree otherwise in writing.

12. Visitors, Parties and Events

• Parties, events, gatherings, commercial meetings, social events, and disruptive behaviour are not permitted unless expressly agreed in writing before the stay.
• Visitors are only permitted with our prior approval and must leave when requested.
• Visitors are not permitted to stay overnight unless added to the booking and approved.
• The Lead Guest is responsible for all visitors, whether or not they were personally invited by the Lead Guest.
• We may terminate the stay without refund where there is evidence of a party, event, unauthorised gathering, or serious disturbance.

13. Quiet Hours and Conduct

• Quiet hours are strictly enforced between 10:00 PM and 8:00 AM.
• Guests must not cause nuisance, disturbance, intimidation, harassment, inconvenience, or anti-social behaviour to neighbours, building staff, contractors, other guests, or our team.
• Noise complaints, police attendance, building-management complaints, or neighbour complaints may result in deposit deductions, call-out charges, cancellation, or removal from the property.
• Guests must comply with all building rules, fire rules, parking rules, waste rules, and reasonable instructions from us or building management.

14. Prohibited Activities

• No illegal activity, drug use, drug possession, drug supply, prostitution, exploitation, violence, threats, or criminal conduct is permitted.
• No nitrous oxide canisters, balloons used for inhalation, cannabis, illegal substances, drug paraphernalia, or similar items are permitted.
• No smoking, vaping, shisha, candles, incense, open flames, or strong odour-producing activity is permitted inside the property or communal areas.
• No tampering with smoke alarms, heat alarms, carbon monoxide alarms, fire doors, locks, CCTV, Wi-Fi equipment, meters, fuse boxes, boilers, appliances, or safety equipment.
• No commercial photography, filming, content production, livestreaming, interviews, events, or business activity without written permission.
• No subletting, re-selling, assignment, or giving access codes or keys to unauthorised persons.
• No weapons, hazardous substances, fireworks, flammable materials, or dangerous items are permitted.

15. Smoking, Vaping and Odours

• All properties are strictly non-smoking unless a specific outdoor smoking area is confirmed in writing.
• Smoking includes cigarettes, cigars, cannabis, vapes, e-cigarettes, shisha, and any other smoke or vapour product.
• Evidence of smoking or strong odour may result in charges for specialist cleaning, deodorising, carpet cleaning, upholstery cleaning, repainting, linen replacement, contractor attendance, and loss of income if the property cannot be re-let.

16. Damage, Cleaning and Missing Items

Guests must leave the property in a reasonable, tidy, and safe condition. Normal use is expected; damage, excessive mess, misuse, neglect, or rule breaches are not.

• Guests are liable for damage to the property, furniture, fixtures, fittings, appliances, linen, towels, carpets, walls, flooring, windows, balconies, locks, keys, fobs, parking equipment, communal areas, and building facilities.
• Guests are liable for missing items, stained linen, stained towels, damaged bedding, damaged mattresses, damaged sofa beds, damaged furniture, broken glass, blocked drains caused by misuse, and excessive rubbish.
• Extra cleaning charges may apply for excessive mess, food waste, bodily fluids, blood, vomit, urine, faeces, hair dye, fake tan, makeup stains, smoking residue, drug residue, confetti, glitter, decorations, or biohazard cleaning.
• Where professional contractors are required, guests are liable for the actual contractor cost plus reasonable administration and call-out costs.
• Where damage or cleaning prevents the next guest from checking in, the guest may be liable for loss of income, relocation costs, refunds, compensation paid to affected guests, and urgent repair premiums.

17. Furniture, Appliances and Property Use

• Furniture must not be moved between rooms or properties without permission.
• Appliances must be used safely and only for their intended purpose.
• Guests must not overload electrical sockets or use unsafe electrical items.
• Electric vehicle charging is not permitted unless a dedicated EV charging point is provided and written permission is given.
• Guests must not place unsuitable items in washing machines, dryers, dishwashers, toilets, sinks, or drains.

18. Check-In, Self Check-In and Arrival

• Check-in is from the time stated in the booking confirmation or arrival instructions, usually from 3:00 PM unless agreed otherwise.
• Early check-in is not guaranteed and must be agreed in writing.
• Self check-in instructions, key collection details, access codes, parking instructions, and arrival information must be followed carefully.
• Guests are responsible for reading arrival instructions before travel and contacting us promptly if anything is unclear.
• Failure to follow instructions, late arrival, phone battery issues, incorrect travel planning, inability to access email or messages, or guest error does not automatically create a right to refund.

19. Check-Out and Late Check-Out

• Check-out is by the time stated in the booking confirmation or arrival instructions, usually by 10:00 AM unless agreed otherwise.
• Late check-out must be agreed in writing before the checkout time.
• Unauthorised late check-out may result in charges, cleaner waiting time, rescheduling costs, next-guest compensation, lock attendance, and loss of income.
• Guests must return all keys, fobs, cards, parking remotes, permits, and access devices as instructed.
• Failure to return access items may result in replacement, locksmith, call-out, security, and administration charges.

20. Keys, Fobs and Access Devices

• Keys, fobs, cards, access codes, remotes, and permits must be kept secure and must not be copied or shared with unauthorised persons.
• Lost, damaged, unreturned, or misused access items may be charged at full replacement cost, including locksmith, building-management, emergency attendance, and administration costs.
• Where security may be compromised, guests may be charged for lock changes or reprogramming.

21. Parking

• Parking is only included where expressly stated in the booking confirmation.
• Parking spaces, permits, gates, fobs, and remotes must be used exactly as instructed.
• Vehicles are parked at the owner’s risk. We are not responsible for theft, damage, fines, clamping, towing, parking tickets, or third-party actions unless caused by our negligence.
• Guests are responsible for any parking fines, penalties, building-management charges, remote replacement, permit replacement, or misuse of parking facilities.
• Parking availability may be affected by building-management works, gate faults, third-party misuse, or circumstances outside our control. We will assist where reasonably possible but cannot guarantee uninterrupted parking access unless expressly agreed.

22. Internet, Utilities and Services

• Wi-Fi, television, heating, hot water, lifts, appliances, utilities, and building services are provided in good faith but uninterrupted operation cannot be guaranteed.
• Outages may occur due to third-party suppliers, building management, maintenance, weather, network issues, or circumstances outside our control.
• Guests must report issues promptly and allow reasonable access and time for investigation or repair.
• Guests are responsible for lawful and reasonable internet use. Illegal downloading, streaming, hacking, fraud, harassment, or misuse of internet services is prohibited.

23. Maintenance, Repairs and Guest Reporting Duties

• Guests must report damage, faults, leaks, safety concerns, access issues, appliance issues, heating issues, pest concerns, or cleanliness concerns as soon as reasonably possible.
• Guests must give us a reasonable opportunity to inspect, repair, replace, clean, relocate, or otherwise resolve the issue during the stay.
• Guests must not attempt repairs, alter settings, dismantle equipment, or instruct contractors without our written permission.
• Refunds or compensation may be refused or reduced where the issue was not reported promptly, access was refused, evidence is unavailable, or we were not given a reasonable chance to resolve the matter.

24. Access to the Property During a Stay

We respect guest privacy. However, access may be required during a stay where reasonably necessary.

• We may access the property for maintenance, inspection, cleaning, safety checks, legal compliance, emergency response, building-management requirements, suspected rule breach, welfare concern, fire alarm, leak, utility issue, neighbour complaint, or security concern.
• We will give reasonable notice where practical.
• In an emergency, suspected danger, serious rule breach, leak, fire risk, security risk, or where required by law or building management, access may be made without prior notice.
• Refusing reasonable access may affect refund claims and may result in cancellation of the booking or further charges where losses are caused.

25. Safety, Windows, Balconies and Children

• Guests must use the property safely and responsibly.
• Children must be supervised at all times, especially near windows, balconies, stairs, kitchens, bathrooms, lifts, doors, heaters, electrical items, and communal areas.
• Guests must not climb, sit, lean, stand, or place items on balcony rails, windowsills, furniture, tables, or unsafe surfaces.
• Windows, balcony doors, restrictors, locks, fire doors, and safety devices must not be tampered with.
• Guests must immediately report any safety concern.

26. Fire Safety

• Guests must familiarise themselves with fire exits, fire instructions, and building evacuation procedures.
• Fire doors must not be propped open.
• Smoke alarms, heat alarms, carbon monoxide alarms, sprinklers, extinguishers, fire blankets, and emergency lighting must not be covered, removed, disabled, or tampered with.
• False alarms caused by guest misuse, smoking, cooking negligence, tampering, or prohibited items may result in charges imposed by us, building management, emergency services, or contractors.

27. Pets and Assistance Dogs

• Pets are not permitted unless agreed in writing before booking.
• Where a pet is approved, additional cleaning fees, deposit requirements, and rules may apply.
• Guests remain responsible for pet damage, odour, hair, noise, fouling, pest treatment, and extra cleaning.
• Assistance dog requests will be considered in line with applicable legal obligations and property-specific limitations.

28. Lost Property

• Guests are responsible for checking the property before departure.
• We are not responsible for items left behind, but we will make reasonable efforts to assist where items are found.
• Lost property may be stored for up to 14 days and then donated, disposed of, or recycled if unclaimed.
• Return postage, packaging, courier fees, staff time, and administration costs must be paid by the guest before items are sent.
• Perishable, unsafe, illegal, contaminated, or low-value items may be disposed of immediately.

29. CCTV, Noise Monitoring and Building Security

• Some buildings, entrances, corridors, lifts, car parks, communal areas, or key collection points may have CCTV operated by building management, third parties, or us for safety, security, access control, and incident investigation.
• CCTV is not placed inside private living areas of the property by us.
• Some properties or buildings may use external or communal-area security systems, doorbell cameras, access logs, or noise monitoring where lawful and appropriate.
• Evidence from CCTV, access logs, staff reports, neighbour reports, building-management reports, police reports, or contractors may be used to investigate rule breaches, damages, complaints, disputes, and chargebacks.

30. Accessibility and Property Suitability

• Accessibility features vary by property and must be checked before booking.
• Descriptions such as step-free, lift access, accessible, wheelchair-friendly, or suitable for reduced mobility are based on the specific property information available at the time but may not suit every individual need.
• Guests must tell us about essential access requirements before booking, including wheelchair dimensions, parking needs, lift reliance, bathroom needs, carer arrangements, and medical equipment.
• We are not responsible where a guest books without confirming suitability for their specific needs.

31. Corporate, Contractor, Insurance and Relocation Bookings

• Where a company, employer, insurer, relocation provider, council, agency, or third party books accommodation for guests, the booker and Lead Guest are jointly responsible unless agreed otherwise in writing.
• The booker must ensure all staying guests receive and comply with these Terms and Conditions, house rules, check-in instructions, and safety requirements.
• Company bookings remain liable for unpaid charges, extensions, damages, missing items, excessive cleaning, rule breaches, and cancellation charges caused by their travellers, workers, visitors, or representatives.

32. Complaints and Refund Requests

• Any complaint must be reported as soon as reasonably possible during the stay.
• Guests must provide clear details, photographs, videos, and allow reasonable access for inspection or remedy where needed.
• Refunds are not normally available for issues reported only after checkout where we were not given a fair opportunity to investigate or resolve the issue.
• Minor issues, personal preference, weather, city noise, building-management issues, third-party interruptions, or failure to read instructions do not automatically create a right to refund.
• Where a genuine issue materially affects the stay, we will assess a fair and proportionate remedy, which may include repair, cleaning, replacement, partial refund, alternative accommodation, or other reasonable solution.

33. Alternative Accommodation

• In rare circumstances, we may need to offer alternative accommodation due to maintenance, safety, access, building restrictions, overbooking caused by system error, sale or withdrawal of a property, flood, fire, utilities failure, or circumstances outside our control.
• Where possible, alternative accommodation will be of a similar standard, location, and capacity, but exact features cannot always be guaranteed.
• If suitable alternative accommodation is not available or not accepted where rejection is reasonable, we will refund amounts paid for the affected unused nights.

34. Force Majeure and Events Outside Our Control

We are not liable for failure or delay caused by events outside our reasonable control.

• Examples include fire, flood, storm, severe weather, pandemic, government restriction, strike, terrorism, war, civil disorder, utility outage, internet outage, lift failure, building-management restriction, emergency works, police incident, road closure, water leak, power cut, supplier failure, and other events beyond our control.
• We will take reasonable steps to assist affected guests, but we are not responsible for losses that we could not reasonably prevent.

35. Liability

• Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot legally be excluded.
• Subject to the above, we are not liable for indirect loss, loss of profit, loss of business, loss of opportunity, travel disruption, emotional distress, inconvenience, or third-party costs unless required by law.
• Guests are responsible for their own belongings, vehicles, valuables, travel documents, and personal items.
• Guests should arrange appropriate travel insurance, business travel insurance, vehicle insurance, and personal belongings insurance.

36. Chargebacks and Payment Disputes

• Guests agree to contact us promptly with any payment, refund, service, or damage dispute so we have a reasonable opportunity to investigate and resolve the matter.
• Where a guest raises a bank, card, Stripe, payment-provider, or platform dispute, we may provide booking records, invoices, messages, identification checks, check-in records, access logs, CCTV evidence where available, photographs, inspection reports, contractor invoices, and other relevant evidence.
• Raising a chargeback does not remove liability for genuine accommodation charges, damages, missing items, excessive cleaning, or other sums properly due.

37. Data Protection and Privacy

• We may process guest information for booking administration, payment, verification, fraud prevention, guest communication, legal compliance, safety, dispute handling, debt recovery, and service improvement.
• Information may be shared with payment processors, booking platforms, building management, contractors, insurers, professional advisers, authorities, or dispute-resolution providers where reasonably necessary.
• Further information may be provided in our Privacy Policy where available.

38. Platform Bookings

• Where a booking is made through a Booking Platform, the platform’s own terms may also apply.
• If there is a conflict between these Terms and the Booking Platform’s mandatory rules, the platform rules may apply to the extent required for that booking.
• House rules, damage rules, safety rules, and guest responsibilities continue to apply unless expressly overridden by the platform.

39. Breach of Terms

• If guests breach these Terms, we may issue a warning, charge reasonable costs, retain or claim against the deposit, refuse visitors, cancel the booking, require guests to leave, involve building management, involve police, or take legal action where appropriate.
• No refund is due where a stay is ended because of serious guest misconduct, illegal activity, party activity, smoking, violence, threats, unauthorised occupancy, or serious rule breach.

40. Changes to These Terms

• We may update these Terms from time to time.
• The version applicable to a booking is normally the version in force when the booking is made, unless a change is required by law, safety, building management, platform rules, or is otherwise reasonable and does not materially disadvantage the guest.

41. Severability

If any part of these Terms is found to be invalid, unlawful, or unenforceable, the remaining parts will continue to apply as far as legally possible.

42. Governing Law and Jurisdiction

These Terms and Conditions are governed by the laws of England and Wales. The courts of England and Wales shall have jurisdiction, unless mandatory consumer law provides otherwise.

43. Contact

For questions about these Terms and Conditions, booking matters, damage claims, lost property, or complaints, please contact Sidemersey Livings using the contact details provided in your booking confirmation or on our website.