OWNER TERMS OF BUSINESS
By engaging our services, you agree to be bound by the following terms.
1. Services Provided
We will provide the following services:
- Property setup including photography and listing creation
- Dynamic pricing, calendar optimisation and revenue optimisation
- Guest communication, vetting, and support
- Cleaning, laundry, restocking, and maintenance coordination
- Financial reporting and performance tracking
A full breakdown is listed in Schedule A.
2. Fees & Payment
- Our management fee is 25% of gross rental revenue.
- Fees are deducted directly from rental income prior to remittance, along with any applicable cleaning fees and agreed service charges.
- Whenever possible, we will configure booking platforms to remit guest payments directly to you.
- Where platforms do not support this setup, we will collect rental payments on your behalf and transfer the net amount to you as soon as reasonably practicable.
- Any additional services (e.g., deep cleaning, property repairs, or furniture procurement) will be charged separately and subject to your prior approval.
- Invoices for such additional services are payable within 7 days of issue.
3. Term & Termination
- This Agreement shall commence on the date agreed and remain in force until terminated.
- Either party may terminate with 30 days’ written notice.
- We reserve the right to suspend or terminate services immediately for breach of terms, unsafe property conditions, or unpaid invoices.
- In the event of termination, you remain responsible for honouring any confirmed bookings for up to 2 months beyond the termination date. Alternatively, a cancellation fee and guest compensation may apply, as set out in Clause 8.
4. Authorities & Consents
It is the sole responsibility of the property owner to:
- Ensure that they have all the authorities, licences, certificates, and consents as required by law to let their property;
- Obtain and maintain a valid Gas Safety Certificate in respect of any gas appliances at the property, as required by the Gas Safety (Installation and Use) Regulations 1998;
- Ensure ongoing compliance with all relevant health, safety, and legal standards, including fire safety, electrical safety, and local authority regulations;
- Provide all necessary access arrangements (e.g., keys, fobs, access codes) to enable the company and its contractors to manage the property effectively.
5. Guest Relations & Disputes
We act on your behalf in managing guest bookings. While we aim to resolve issues proactively, we cannot be held liable for:
- Guest behaviour or damage caused by guests
- Booking platform actions, disputes, or fee changes
- Losses due to cancellations, seasonality, or market downturns
You agree to indemnify us against any third-party claims arising from the use of the property.
6. Access & Keys
You authorise us to access the property for management, cleaning, and maintenance purposes. We will manage secure key handling and access instructions for guests and service providers.
7. Limitation of Liability
We shall not be liable for:
- Loss of income, goodwill, or future earnings
- Events beyond our reasonable control (e.g. pandemics, regulatory changes, strikes)
Our total liability in respect of any loss shall not exceed the total management fees paid in the 2 months preceding the event.
8. Owner-Initiated Cancellations
The owner agrees not to cancel, override, or interfere with any confirmed guest booking made during the term of this Agreement.
If the owner cancels or requests the cancellation of a confirmed booking (whether during the term or in respect of a future booking made prior to termination), the following will apply:
- A cancellation fee equal to the full value of the cancelled reservation, plus any penalty fees, compensation, or relocation costs imposed by or paid to the booking platform or guest, will be payable by the owner.
- The company reserves the right to deduct these costs from future rental income or to issue an invoice payable within 7 days.
- You remain responsible for all confirmed reservations for a period of up to 2 months after termination of this Agreement.
Multiple or unjustified cancellations may result in the suspension of your listing or immediate termination of our services.
9. Direct Guest Dealings & Renewals
To protect the integrity of our service and the commercial relationship:
- If a guest initially introduced through our service extends their stay, returns for a future booking, or renews their reservation directly with the owner, the standard management fee will remain payable to us as if the booking had been made through our channels.
- If the owner engages in direct communication or negotiation with a guest introduced by us — for current or future stays — without our involvement, full management fees will still apply to any resulting bookings.
- In the event that a guest introduced through our service proceeds to purchase the
property, a fee of 2% of the total sale price plus VAT shall be payable to us upon completion.
This clause remains enforceable for a period of 12 months following the termination of this Agreement.
10. Maintenance & Repairs
It is the owner's responsibility to ensure the property, its appliances, and fixtures (including toilets, showers, locks, heating, internet, etc.) are in full working order. We will always aim to resolve minor issues ourselves promptly. If this is not possible, we reserve the right to charge for our time and any associated contractor costs, once reasonable efforts to rectify the issue have been exhausted.
Where practicable and timing permits, we will notify you in advance to give you the option to address the issue directly.
Maintenance charges:
- Basic housekeeping errands (see schedule B) are not chargeable.
- Handyman visits for minor repairs (e.g. heating resets, failed appliances, dripping taps, minor leaks) are charged at £95/hr + VAT, with call-out charges applicable even if specialist assistance is later required.
- Specialist contractors (e.g. plumbers, electricians, boiler engineers) are charged at cost to the owner.
While we use best efforts to ensure third-party works are completed promptly and to a high standard, we do not oversee or guarantee contractor work, and accept no liability for any losses or remedial costs resulting from such work. We may arrange guest compensation at our discretion where unresolved maintenance issues materially affect a guest’s stay.
11. Data Protection & Confidentiality
All client and guest data is managed in compliance with UK GDPR.
We will keep your information confidential and will not share it without consent, except as required by law.
12. Variation of Terms
We may update these Terms from time to time by giving 14 days’ notice. Continued use of our services constitutes acceptance of the updated terms.
13. Governing Law
This Agreement shall be governed by and construed in accordance with the laws of England and Wales, and subject to the exclusive jurisdiction of the English courts.
Schedule A – Scope of Services
Property Setup & Listing
- Professional photography
- Creation and optimisation of listings on Airbnb, Booking.com, Vrbo, etc.
- Dynamic pricing, calendar optimisation and revenue management
Guest Management
- Vetting and communication
- Booking management
- Ongoing Guest Support
- Check-in/out coordination and lockbox/key handling
Housekeeping & Maintenance
- Cleaning after each guest stay
- Linen and towel service
- Restocking essentials (toiletries, coffee, etc.)
- Reactive and preventative maintenance
Revenue & Performance
- Regular income and occupancy reporting
- Pricing strategy adjustments
- Review monitoring and improvement
Schedule B – Examples of basic housekeeping errands
Light Maintenance Tasks
• Replacing Standard light bulbs
• Resetting tripped circuit breakers
• Replacing batteries in smoke detectors, remotes, and clocks
• Tightening loose screws on furniture, doors, or fittings
• Oiling squeaky door or window hinges Minor Plumbing Tasks
• Unblocking sinks, showers, and toilets using a plunger or drain cleaner
• Re-pressurising boilers (where user manual permits) Basic Repairs
• Securing or replacing loose door handles and knobs
• Replacing damaged or missing silicone sealant around sinks and bathtubs
• Filling small holes or securing wall fixtures (e.g., towel rails, coat hooks)
• Repairing broken cabinet hinges or drawer runners
• Re-securing or tightening stair handrails or balustrades