Legal & policies

Guest cancellations

Where a stay was booked through a platform, that platform's cancellation terms apply and its refund rules decide what is retained. Where a stay was booked directly with us, the terms confirmed at the time of booking apply.

Any amount retained after a cancellation is treated as accommodation revenue and appears in your statement in the normal way.

Owner-initiated cancellations

If you need a date that is already booked, tell us as early as you can and we will try to move or rehouse the guest.

Where a confirmed booking has to be cancelled at your request, any platform penalty, rehousing cost or refund falls to the owner, and we will show it as a line in your statement. Cancelling confirmed stays repeatedly can affect the villa's ranking on the platforms.

Cancellations we make

We will cancel a stay only where the villa cannot safely or decently receive guests, for example after damage, a utility failure or an event beyond our control. In that case we rehouse the guest where possible and no penalty falls to you.

Concierge and add-on services

Services booked for a guest can be cancelled free of charge up to [Placeholder: notice period] before delivery. After that point suppliers may charge, and the charge is passed through at cost. Where a service is cancelled after the owner share has been recorded, the share is reversed in the same statement.

Ending the management agreement

Either side may end the agreement on thirty days written notice. There is no exit fee.

Bookings already confirmed for dates after the handover are transferred to you with their guest details and payment status, unless you ask us to cancel them. Commission remains due on stays that take place while the agreement is running.

Refunds of owner payouts

If a guest refund is issued after a payout has already been made to you, the amount is deducted from the following month's statement. If no further payout is expected, we will invoice the amount and set out the working behind it.

Force majeure

Neither side is in breach where performance is prevented by events outside reasonable control. Where such an event forces cancellations, we will act to limit the cost to you and show any unavoidable cost transparently in your statement.