Terms

Last updated: 24 September 2026

These terms cover your use of this website and stays you book directly on it. By using the site you accept them. Our management service for landlords has its own agreement.

About us

This website is run by Perfect Booking Ltd, a company registered in England and Wales, company number 15780729, registered office 20 Wenlock Road, London, England, N1 7GU.

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. 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.

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.