Our terms.

About us

This website is run by Perfect Booking Ltd, a company registered in England and Wales, company number 15780729, registered office Argus - East Hall Farm, East Hall Lane, Rainham, RM13 9DS.

Estimates and figures

Earnings estimates, case studies and figures on this site are illustrative. They're based on our own booking records and local data, but what a home actually earns depends on its location, condition, season, demand and other factors. Past results don't guarantee future income. An estimate is not an offer or a guarantee.

Our services

If you ask us to manage your home, the service is governed by our management agreement, which sets out fees, notice periods and responsibilities in full. Stays booked directly on this site are covered by the booking terms below. Business, contractor and insurance stays of 7 nights or more are covered by their own terms. Stays booked through Airbnb, Booking.com or another platform follow that platform's terms.

Booking a stay with us

This section sets out the terms for stays booked directly on this website (“booking terms”). Please read them before you book. Stays booked through Airbnb, Booking.com or another platform follow that platform's terms instead.

1. Your booking and who it's with

• Your booking is with Perfect Booking Ltd, which manages the home on behalf of its owner.
• A booking is confirmed when we've taken your payment and shown you a booking reference. Our contract with you starts at that point.
• The person who makes the booking is the “lead guest”. The lead guest must be 18 or over, must stay at the home for the whole booking, and accepts these terms on behalf of everyone in the group.
• By ticking the box at checkout and paying, you confirm you've read and accept these booking terms and the home's house rules.

2. Price and payment

• The price is shown at checkout before you pay. It includes the nightly rate, any weekly or monthly discount, any discount code and the cleaning fee.
• We take the full amount when you confirm your booking. Payments are processed securely by Stripe. We don't see or store your full card details.
• Your card is saved securely with our payment provider so we can charge any amounts you owe under these terms, such as the cost of damage (see section 6). We'll tell you before we make any such charge.
• Where a home allows pets, the pet fee is £10 per pet per night, paid separately through your guest portal.
• Any security deposit or damage waiver shown in the home's house rules applies to your stay and is taken as set out there.
• If we've made an obvious mistake with a price, for example a price far below the normal rate because of a system error, we'll contact you. You can pay the correct price or cancel for a full refund.

3. Cancellations and refunds

Bookings made directly with us are non-refundable. Once your booking is confirmed, we don't refund any part of what you've paid if you:

• cancel your booking, whenever you cancel
• shorten your stay, arrive late or leave early
• don't arrive (a “no-show”)
• have your stay ended because of a serious breach of these terms (see section 5)

We ask for full, non-refundable payment because we hold the home for you and turn other guests away for your dates.

• Changing your dates. Contact us as soon as you can. If the home is free, we may be able to move your booking. This is at our discretion and the price may change. A date change isn't a cancellation and doesn't entitle you to a refund.
• Adding guests. You can't add guests beyond the number you booked without our agreement, and never beyond the number the home sleeps.
• Transferring a booking. You can't transfer your booking to someone else without our written agreement.
• No cooling-off period. A stay is accommodation for specific dates, so the 14-day right to cancel under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 doesn't apply.
• Travel insurance. We strongly recommend travel insurance that covers cancellation, illness and travel disruption, so you're covered if your plans change.

4. If we have to cancel or change your booking

• If we have to cancel your booking, or the home can't be used as described because of something within our control, we'll offer you a comparable home. If you don't want it, we'll give you a full refund of what you paid for the affected nights.
• If something happens during your stay that stops you using the home, such as a major fault we can't fix within a reasonable time, we'll offer you another home or refund the nights you couldn't use.
• We're not responsible for failing to provide the stay because of events outside our reasonable control, such as severe weather, flooding, fire, utility failures, or government orders. If this happens we'll offer another home or new dates where we can. If we can't provide the stay at all, we'll refund the nights we couldn't provide.

5. Your stay

• Check-in and check-out. Check-in and check-out times are shown on the home's page and in your booking details. Early check-in or late check-out is only by agreement.
• Photo ID. Before check-in we'll ask the lead guest for valid photo ID and may run security checks. If this isn't provided, we may refuse access, and the non-refundable terms in section 3 apply.
• Who can stay. Only the guests named or counted in your booking may stay, up to the number the home sleeps. No additional visitors overnight without our agreement.
• House rules. You and everyone in your group must follow the home's house rules. The main ones are: no parties or events, no smoking or vaping indoors, no illegal activity, and respect for neighbours, including keeping noise down at night.
• Pets. Pets are only allowed at homes that accept them, must be included in your booking and must not be left alone in the home. Assistance dogs are always welcome.
• Access. We may need to enter the home for urgent repairs or in an emergency. Otherwise we'll only enter with notice and at a reasonable time.
• Ending a stay. If you or your group seriously breach these terms or the house rules, for example by holding a party, having more guests than allowed, causing serious damage or behaving in a threatening or illegal way, we may end your stay and ask you to leave. No refund is due, and you're responsible for any costs this causes.

6. Looking after the home

• Please leave the home as you found it, apart from normal use.
• The lead guest is responsible for any damage, loss or extra cleaning caused during the stay by anyone in the group, their visitors or their pets, beyond normal wear and tear.
• Tell us about any damage or breakage straight away.
• We'll charge the reasonable cost of repair, replacement or extra cleaning, and for any lost keys or fobs. We may take this from any security deposit, claim it under any damage waiver where it applies, or charge the card you used to book. We'll send you details and evidence before charging.

7. If something isn't right

• If something isn't as described or stops working, please tell us straight away through your guest portal or the contact details in your booking, so we can put it right quickly.
• We can only fix problems we know about. If you don't tell us during your stay, it may be harder for us to investigate or help.
• Short interruptions to services we don't control, such as broadband, mains electricity, water or gas, or nearby building works, aren't grounds for a refund, but we'll do what we reasonably can to help.
• If you're unhappy after your stay, contact us within 14 days of check-out and we'll respond within 14 days.

8. Payment disputes

• If there's a problem with your booking or a charge, please contact us first. We'll look into it and try to resolve it quickly.
• If you raise a chargeback or payment dispute with your card provider, we'll share with them the information needed to respond, including your booking details, your acceptance of these terms at checkout, and records of your stay.

9. Our responsibility to you

• We'll provide the home as described, with reasonable care and skill.
• We're not responsible for loss of or damage to your belongings, or for loss that we couldn't reasonably foresee, unless it's caused by our negligence.
• Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that can't be limited by law.
• Items left behind are kept for 14 days. We'll post them back if you pay the postage.

10. General

• If a court decides that part of these terms can't be enforced, the rest still applies.
• If we don't enforce a term straight away, we can still enforce it later.
• Nothing in these terms affects your statutory rights as a consumer.
• These booking terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.

Business, contractor and insurance stays

These terms apply to stays of 7 nights or more booked through our business stays and insurance stays pages. Please read them before you confirm a booking. If anything is unclear, ask us and we will explain.

1. About us and these terms

1.1We are Perfect Booking Ltd, a company registered in England and Wales (company number 15780729). Our registered office is Argus - East Hall Farm, East Hall Lane, Rainham, RM13 9DS. You can contact us at hello@perfectbooking.co.uk or on 0330 124 5672.

1.2Your contract with us is made up of your quote, your booking confirmation, these terms and the house rules for the home. If you have a signed business account agreement with us, that agreement comes first wherever it says something different. After that, the booking confirmation comes before these terms, and these terms come before the house rules.

1.3“You” means the client (see section 2). “Guests” means the people who stay in the home. “Home” means the property we confirm for your stay.

2. Who the booking is with

2.1The client is the company, organisation, insurer or loss adjuster that confirms the booking and pays for it. Where a family books and pays for themselves, the person who books is the client.

2.2The client is responsible for paying for the stay, for making sure guests keep to these terms and the house rules, and for damage to the home beyond fair wear and tear.

2.3The person who confirms a booking for an organisation confirms that they are authorised to do so.

2.4Each booking has a named lead guest aged 18 or over, who is our main contact at the home.

3. A licence to stay, not a tenancy

3.1Every stay is for a temporary purpose: work, a project, a placement, or while the guests’ own home is being repaired. It is not for use as anyone’s permanent home.

3.2The client and guests have a licence to use the home for the booked dates only. The stay does not create a tenancy. It gives no right to stay beyond the booked dates or any extension we have agreed in writing.

3.3We keep control of the home throughout the stay. That includes the right to enter, as set out in section 16.

4. Quotes, prices and VAT

4.1Your quote shows the total price for the stay. We will not add anything to that price later. The only exceptions are the charges these terms describe that depend on what happens during the stay, for example extra cleaning, damage, lost keys, or changes you ask for.

4.2VAT depends on the home. Some homes are VAT registered and some are not. Your quote says whether VAT applies to your stay, based on what the home tells us at the time of booking. If VAT applies and the rate changes before or during your stay, the new rate applies to nights after the change.

4.3Your quoted price is valid for 7 days. We can hold the home for you for up to 24 hours while you decide. After that, it stays open to other bookings until we confirm yours.

4.4Paying by bank transfer (BACS) is free. Paying by business or corporate card carries a 3.5% fee, which is shown on your quote. We do not charge a fee for personal debit or credit cards, because the law does not allow it.

5. Booking and confirmation

5.1Stays on these terms are for 7 nights or more.

5.2Your booking is confirmed when we send you a written booking confirmation (email is fine). Please check it straight away and tell us if anything is wrong.

5.3Please give us guests’ names before arrival, and tell us about any changes before a new guest arrives.

5.4If you need a purchase order number or claim reference on our invoices, tell us when you book.

6. Paying

6.1Paying before arrival. You can pay by card or by invoice before arrival. We take payment in blocks of up to 28 nights. The first block is due before check-in. Each later block is due 7 days before it starts. Guests cannot check in until the first block is paid, and we will not release access details before then.

6.2Business accounts. Organisations can apply for a free business account. Once we approve it after a credit check, we invoice monthly and payment is due within 30 days of the invoice date. We may set a credit limit, and we may review or withdraw account terms if invoices are paid late.

6.3Invoice queries. If you disagree with part of an invoice, please tell us within 14 days and pay the part you do not dispute on time.

6.4Late payment by business clients. If a business client pays late, we may charge statutory interest and fixed compensation under the Late Payment of Commercial Debts (Interest) Act 1998. Interest is currently 8% a year above the Bank of England base rate. Fixed compensation is £40, £70 or £100, depending on the size of the debt. We may also recover reasonable costs of collecting the debt.

6.5If a payment is not made. If a payment due before or during a stay is not made, we will remind you in writing. If it is still unpaid 3 days after our reminder, we may cancel future nights or end the stay under section 19. You remain liable for nights already stayed and for the charges in section 8.

6.6Security deposits. Whether a home asks for a refundable security deposit is up to its owner, under the owner’s own policy. If it does, your quote shows the amount, and we take it before arrival. We return it within 7 working days of check-out, less any charges under section 17.

7. Cancelling before arrival

7.1To cancel, email us. Notice counts from when we receive it.

7.2If you cancel 14 days or more before arrival, there is no charge and we refund anything paid.

7.3If you cancel less than 14 days before arrival, or guests do not arrive, we charge for the first 14 nights of the stay, or the whole stay if it is shorter. We refund anything paid beyond that.

7.4If we re-let any of the charged nights to someone else, we do not charge you for those nights.

8. Leaving early

8.1You can end a stay early by giving us notice in writing (email is fine).

8.2When you tell us, you pay for the 14 nights from the day we receive your notice, or up to the original end date if that is sooner. This applies even if guests leave on the day you tell us. For example, if you tell us on 3 March that guests are leaving that day, you pay up to and including the night of 16 March.

8.3Notice received after 12 noon counts from the next day.

8.4If we re-let any of the nights in that 14-night period, we do not charge you for those nights.

8.5If you have paid for nights beyond the end of that period, we refund them within 10 working days, or credit them to your account if you prefer.

8.6Guests must still check out properly (section 18) on the day they leave.

9. Extending, and changing dates or numbers

9.1To extend, please ask at least 7 days before the booked end date. Extensions depend on availability and are only confirmed when we agree them in writing. The price for extra nights may differ from the original price, and we will tell you before you agree.

9.2We will check with you about a week before the booked end date whether you need to extend.

9.3If the home is already booked after your end date, we will try to offer a comparable home nearby.

9.4If guests stay beyond the booked end date without an agreed extension, you pay the nightly rate for each extra night, plus any costs we incur as a result, for example rehousing the next guests.

9.5Changing dates before arrival. If you move the dates with 14 days’ notice or more, there is no charge, subject to availability. With less notice, any nights you remove are treated as a cancellation under section 7.

9.6Changing the number of guests. Tell us before a new guest arrives. Numbers can never go above the maximum for the home (section 11). The price may change if the quote was based on the number of guests.

10. Arrival, check-in, check-out and keys

10.1Check-in is from 3pm and check-out is by 11am. Earlier or later times may be possible if you ask in advance.

10.2We send access details once the first payment is received. Keys, codes and fobs are for the named guests only. Please do not copy keys or share codes.

10.3If keys, fobs or permits are lost or not returned, we charge the cost of replacing them. That includes any locksmith or lock change needed to keep the home secure.

10.4If guests are locked out and we have to attend, we charge a £60 call-out fee, plus the cost of a locksmith if one is needed. VAT is added where it applies.

10.5Late check-out charges vary by home, because a small flat costs less to turn round than a large house. Each home’s charge is in the house rules we send before arrival. We charge that rate for a late check-out we have not agreed. If guests have not left by 2pm, we charge a further night.

11. Who can stay

11.1Only the named guests may stay in the home. The number of guests must not exceed the maximum shown in the booking confirmation, which is based on the beds in the home and fire safety.

11.2Guests may have visitors during the day. Visitors may not stay overnight, and there should be no visitors between 11pm and 8am.

11.3The home may not be sublet, lent or used by anyone other than the named guests.

11.4We may ask the lead guest for photo ID at or before check-in.

12. House rules

12.1No smoking or vaping anywhere inside the home. If there is evidence of smoking, we charge the cost of specialist cleaning and any nights the home cannot be let, with a minimum charge of £250.

12.2No parties, events or gatherings.

12.3Please respect neighbours. Keep noise down at all times, and especially between 10pm and 7am. For early starts, please keep doors, vans and voices quiet.

12.4Pets are only allowed where the home allows them and we have agreed in writing before arrival. A pet fee may apply and will be shown in your quote. Assistance dogs are always welcome; please tell us in advance.

12.5Please do not bring fuel, gas bottles, chemicals or other hazardous materials into the home. Do not use the home as a workshop or a store for work materials.

12.6Do not tamper with or disable smoke alarms, carbon monoxide alarms or other safety equipment. Keep fire exits clear.

12.7Keep the home secure: lock doors and close windows when it is empty.

12.8Use the home lawfully. Guests must not do anything illegal in or around the home.

12.9If the home is in a building with its own rules, for example a block of flats, guests must follow those rules too. We will send them before arrival.

12.10The home’s own house rules will be sent before arrival and form part of your booking.

13. Parking and vans

13.1Parking is only available where the booking confirmation says so, and only for the number and type of vehicles stated.

13.2Vans are welcome only where the home’s parking allows them. No vehicles over 3.5 tonnes, and no trailers, plant or skips, unless we agree in writing.

13.3Guests must park considerately and legally, and must not block neighbours’ drives or access.

13.4Guests must not charge electric vehicles from the home’s sockets unless we agree in writing.

13.5Parking fines or permit charges caused by guests’ vehicles are the client’s responsibility.

13.6We are not responsible for loss of or damage to vehicles or their contents, unless it is caused by our negligence.

14. Cleaning, linen and housekeeping

14.1Every home is cleaned before arrival, with fresh bed linen and towels.

14.2During stays of 14 nights or more, we provide a clean with fresh linen and towels every 14 days. You can book extra cleans, charged as set out in 14.4.

14.3Between cleans, guests should keep the home reasonably clean and tidy, wash up, and put rubbish and recycling out on collection days.

14.4A standard departure clean is included in the price of the booking. If the home is left needing much more than a standard clean, we charge what our cleaner charges for the extra work. That is typically the same as the home’s departure clean. We also charge the cost of any specialist cleaning.

14.5Our cleaning visits are also a chance to check the home is in good order. We will tell the lead guest in advance.

15. Utilities, Wi-Fi and fair use

15.1Gas, electricity, water, heating and Wi-Fi are included in the price, on a fair use basis.

15.2Fair use means normal domestic use for the number of guests booked. If use is clearly far above that, we will tell you and may charge the extra cost. Examples are heating left on with the windows open, or equipment run for work.

15.3Wi-Fi is provided as it is. We will fix faults as quickly as we reasonably can, but we cannot guarantee speed or constant service. Guests must use it lawfully.

16. Maintenance, repairs and access

16.1Please report faults or damage as soon as they happen, and anything wrong on arrival within 24 hours.

16.2We aim to respond to urgent problems within 24 hours. Urgent means no heating or hot water, leaks, security issues or anything unsafe. We respond to other repairs as soon as we reasonably can.

16.3We, the owner and our contractors may need to enter the home for cleaning, inspections, repairs, maintenance or safety checks. We will give the lead guest at least 24 hours’ notice, except for scheduled cleans or in an emergency.

16.4In an emergency, or if we reasonably believe there is a risk to people or the property, we may enter without notice.

16.5If a fault means the home cannot reasonably be used and we cannot fix it quickly, we will move guests to a comparable home or refund the nights affected.

17. Damage and charges

17.1The client is responsible for loss of or damage to the home and its contents caused by guests or their visitors, beyond fair wear and tear. Fair wear and tear is the normal deterioration from everyday use.

17.2We record the condition of the home with photos before arrival. Guests should tell us within 24 hours of arrival about anything not in order, so they are not charged for it.

17.3If we find damage or missing items, we will tell you within 7 days of check-out, with photos and a description.

17.4We charge the reasonable cost of repair or replacement, taking into account the age and condition of the item. We send you the invoice or quote we rely on. Where damage means the home cannot be let while it is repaired, we may also charge for the nights lost.

17.5If you disagree with a charge, tell us within 14 days and we will review it with you and share our evidence.

17.6We may deduct charges from any security deposit. Anything above the deposit, or any charge to an account client, is payable within 14 days of our invoice or on your account terms.

17.7If guests damage the home deliberately or through a crime, we may report it to the police.

18. Leaving the home

18.1At check-out, guests should leave the home reasonably tidy, take their belongings, empty the fridge, take out the rubbish, close windows, lock up and return all keys.

18.2If belongings are left behind, we will hold them for 14 days and let you know. You pay any cost of returning them. After that, we may dispose of them.

19. When we can end a stay

19.1We may end a stay early, and ask guests to leave, if a guest or visitor is violent, threatening or abusive to anyone, including neighbours or our team; if there is illegal activity at the home; if a guest or visitor puts people or the home in danger; if there is a party, or serious or repeated nuisance to neighbours; if more people are staying than the booking allows, or the home is sublet; if there is serious damage to the home; or if a payment is unpaid, as set out in section 6.5.

19.2Where the problem can be put right, we will first warn the client and the lead guest and give them a reasonable chance to fix it. Where it is serious, we may end the stay straight away.

19.3If we end a stay for one of these reasons, the client pays as if they had left early under section 8, plus any costs and damage.

19.4We will always act lawfully when asking guests to leave.

20. If a home becomes unavailable

20.1Occasionally a home may become unavailable before or during a stay, for example because of a serious repair or a change in the owner’s circumstances. If that happens, we will tell you as soon as we can and offer a comparable home of similar size, standard and location, at no extra cost to you.

20.2If we cannot offer a comparable home, or you reasonably decline the one we offer, we will refund all nights not stayed.

20.3If we have to move guests during a stay, we will cover reasonable moving costs agreed with us in advance.

21. Liability and insurance

21.1Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited or excluded by law.

21.2We are not responsible for loss of or damage to guests’ belongings, unless it is caused by our negligence or our breach of these terms. Guests should insure their own belongings.

21.3For business clients: we are not liable for indirect or consequential loss, or for loss of profit, business, contracts or opportunity (for example a project delay). Our total liability for a booking is limited to the total price of that booking.

21.4For families paying for themselves: we are responsible for loss you suffer that is a foreseeable result of our breaking these terms or failing to use reasonable care and skill. Nothing in these terms affects your legal rights as a consumer.

21.5The client is responsible for loss we suffer because guests break these terms, including damage and nights lost, as set out in section 17.

22. Insurance stays

22.1For insurance stays, the insurer or loss adjuster who confirms the booking is the client, unless we agree in writing that the family pays.

22.2The family are the guests. They must keep to these terms and the house rules. We may ask the lead guest to sign a short guest agreement on arrival.

22.3Any policy excess, policy limits, or questions about what the policy covers are between the insurer and the policyholder. We do not collect the excess unless the insurer asks us to and we agree in writing.

22.4Our invoices show the address, dates, nightly price, VAT status and claim reference, so they can go straight onto the claim file.

22.5Ending an insurance stay needs the same 14 days’ notice as section 8, for example when repairs finish, the claim ends or a policy limit is reached. The client pays to the end of the notice period or the booked end date, whichever comes first.

22.6If the insurer tells us it will stop paying, we will tell the family straight away. The family can stay on only if they agree in writing to become the client for the remaining nights and pay in advance under section 6.1.

22.7Pets can stay only where the home allows them (section 12.4). Please tell us about pets and any access or medical needs when you book, so we can find the right home.

22.8We will share information about the stay with the insurer or loss adjuster as needed to manage the booking and the claim.

23. Partner homes

23.1Sometimes we place guests in a partner home, run by another operator or owner. We will tell you before you confirm if a home is a partner home.

23.2We are your point of contact and your contract for the whole stay, including problems, complaints and any disputes with the partner.

23.3The partner’s house rules and damage terms also apply. We send them to you before you confirm. Where they differ from these terms on cancellation, leaving early or payment, the booking confirmation will say which applies.

24. Complaints

24.1If something is not right during the stay, please tell us straight away so we can put it right while guests are there.

24.2You can complain by email to hello@perfectbooking.co.uk. We will acknowledge your complaint within 2 working days and aim to give a full reply within 10 working days.

24.3If you are not happy with our reply, you can ask for it to be reviewed by a director.

25. Your data

25.1We use personal data about the client’s contacts and guests to manage bookings, keep homes secure and meet our legal obligations. Our privacy notice explains how. We are registered with the Information Commissioner’s Office (ZB898166).

25.2When you give us guests’ details, you confirm that you are allowed to share them with us for this purpose.

26. Events outside anyone’s control

26.1Neither of us is responsible for failing to do something because of an event outside our reasonable control, such as flood, fire, severe weather, a utility failure, a pandemic or government restrictions.

26.2If such an event means a home cannot be used, we will try to offer a comparable home. If we cannot, we will refund nights not stayed. The client still pays for nights actually stayed.

27. General

27.1We may update these terms. The version that applies is the one in place when your booking is confirmed.

27.2Notices under these terms can be sent by email: to us at hello@perfectbooking.co.uk, and to you at the email address on the booking.

27.3If any part of these terms is found to be unenforceable, the rest still applies.

27.4No one other than you and us has any right to enforce these terms.

27.5If you are a family paying for yourselves: the 14-day right to cancel that applies to many online and phone purchases does not apply to accommodation booked for specific dates. Our cancellation terms in section 7 apply instead.

27.6These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.

Using this site

• Don't misuse the site, for example by trying to break its security or submitting false information through its forms.
• We try to keep the information here accurate and up to date, but we don't promise it's complete or free from errors.
• We may change or withdraw any part of the site without notice.

Content

The text, design and photographs on this site belong to us or are used with permission. You can view and share pages for personal use, but you can't copy them for commercial use without our written agreement. Booking platform names and logos belong to their owners.

Links to other sites

We link to other websites, such as booking platforms and call-booking tools. We're not responsible for their content or how they handle your information.

Our liability

Nothing in these terms limits liability that can't be limited by law, such as for death or personal injury caused by negligence, or for fraud. Otherwise, we're not liable for any loss arising from use of this website or reliance on its content, including estimates.

Your information

How we use personal information is explained in our privacy notice.

Law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.

Contact

Questions about these terms: hello@perfectbooking.co.uk.