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By registering as a Member you must read, agree with and accept all of the terms and conditions contained in this agreement. This agreement is provided to you and concluded in English. We recommend that you store or print-off a copy of this agreement (including all policies) for your records.
If you do not agree to the terms of this agreement (or to the documents referred to in it), please refrain from registering as a Member, making a Booking or requesting any Service.
1.1 The following definitions shall apply in this agreement including the Occupancy Agreement:
Additional Guest Services: additional services that Under The Doormat may make available to the Guest (for example, taxi booking services, theatre ticket booking or sourcing, babysitting services, laundry services, tour guide services, personal chefs, parking, restaurant bookings, additional cleaning and rubbish removal during the stay, etc.).
1.2 Clause and paragraph headings shall not affect the interpretation of this agreement.
1.3 If there is an inconsistency between any of the provisions of this agreement and the provisions of the Occupancy Agreement, the provisions of the Occupancy Agreement shall prevail.
1.4 A person includes a natural person, corporate or unincorporated body (whether or not having separate legal personality).
1.5 A reference to writing or written includes e-mail.
1.6 Any obligation on a party not to do something includes an obligation not to allow that thing to be done and an obligation to use best endeavours to prevent that thing being done by another person.
1.7 Any words following the terms including, include, in particular, for example or any similar expression shall be construed as illustrative and shall not limit the sense of the words, description, definition, phrase or term preceding those terms.
1.8 A working day is any day which is not a Saturday, a Sunday, a bank holiday or a public holiday in England.
2.1 By accepting this agreement, you agree to become a Member and may use the Website as a Home Owner and/or as a Guest.
2.2 If you are a Home Owner (or at any point become a Home Owner) the ‘Additional Terms for Home Owners’ section shall also apply to you.
2.3 If you are a Guest (or at any point become a Guest) the ‘Additional Terms for Guests’ section below shall also apply to you.
2.4 This agreement refers to the following additional terms, which shall also apply to you:
(a) the Occupancy Agreement;
2.5 If you subscribe for any other services that are not covered by this agreement, you will also have to agree to the terms that govern the service you have subscribed for.
3.1 All Bookings shall take place through the Website, other listing platforms or via email and are subject to availability.
3.2 To be eligible to make a Booking, you must be:
(a) at least 21 years old; and
(b) agree to the terms of this agreement (together with the documents referred to in it).
3.3 You acknowledge that the Home Owner – and not Under The Doormat – is responsible for the accuracy with which the description, text, videos or photos depict the Property and Under The Doormat shall not be responsible.
3.4 Booking Details do not constitute a booking confirmation. Under The Doormat will confirm acceptance of the Booking by sending Confirmation of Booking to the Guest and the Home Owner by e-mail or via a booking platform.
3.5 A Home Owner Confirmation will be dispatched by e-mail or a booking platform as soon as a Booking has been confirmed. For the avoidance of doubt a Booking is confirmed as soon as it is made on the Website or via a booking platform for any available dates provided by the Home Owner and payment has been received and subject to the Additional Terms for Home Owners the Home Owner cannot cancel a Booking once is has been made.
3.6 Under The Doormat shall dispatch the Confirmation of Booking to the Guest upon receipt of the Deposit and/or respective fees as set out in the Booking Details. On dispatch of the Confirmation of Booking you will be liable to pay the Fees in full and Under The Doormat will collect a prepayment for an amount as set out in the Booking Details (which may be the entire amount of the fees due).
4.1 A representative of Under The Doormat shall meet the Guest at the Property to check-in and provide the keys and access to the Property. If agreed with Under The Doormat in advance and following receipt of all details reasonably required by Under The Doormat including the pre-check-in forms Under the Doormat may provide the keys to the Property in advance and the terms of the Occupancy Agreement shall apply from receipt of the keys by the Guest.
4.2 Under The Doormat (or persons authorised by Under The Doormat) shall both before check-in and after check-out conduct a photo or video inventory to document the condition of the Property and Furnishings.
4.3 Where possible, a representative of Under The Doormat shall meet the Guest at the Property to check-out and obtain the keys to the Property. If agreed with Under The Doormat in advance, the Guest may check-out virtually or by telephone by leaving the Property secure and locked and by depositing the keys in an agreed place but the terms of the Occupancy Agreement shall apply until the check-out time stated in the original Booking.
4.4 To the extent that the Deposit is not sufficient, the Guest shall reimburse Under The Doormat and/or the Home Owner for any losses, expenses and costs (including the cost of replacing the locks) incurred by Under The Doormat and/or the Home Owner in connection with the damage, loss or theft of the keys to a Property.
4.5 Check-in and check-out times shall be agreed with Under The Doormat prior to the Start Date and confirmed to the Guest by e-mail following receipt of the completed pre-check-in form from the Guest. We cannot guarantee all requests for check-in times and unless otherwise agreed in advance our standard check-in times are between between 16:00 and 19:00 and our standard check-out times are between 09:00 and 11:00. If no check-out time has been agreed between Under The Doormat and the Guest then the Guest will check-out at 11:00 on the End Date.
4.6 Where Under The Doormat agrees in advance to a check-in before 15:00 on any day an additional fee of one extra night will be payable by the Guest and this will be added to the Fee or if the Fee has already been paid this will be paid by the Guest immediately. Early check-in will only be confirmed on receipt of the additional fee and until we have received the additional fee we are free to accept another Booking for the Property which may result in us being unable to provide the requested early check-in.
4.7 Where Under The Doormat agrees in advance to a check-out after 13.00 on any day any additional fee of one extra night will be payable by the Guest and will be added to the Fee or if the Fee has already been paid this will be paid by the Guest immediately. Late check-out will only be confirmed on receipt of the additional fee and until we have received the additional fee we are free to accept another Booking for the Property which may result in us being unable to provide the requested late check-out.
4.8 In addition to the fees mentioned in clauses 4.6 and 4.7 above:
(a) if Under The Doormat agrees in advance to an out of hours check-in or check-out between 07:00 and 09:00 or 19:00 and 22:00 on any day an additional fee of £30 will be payable by the Guest and will be added to the Fee or the Fee has already been paid this will be paid by the Guest immediately; and
(b) if Under the Doormat agrees in advance to an out of hours night time check-in or check-out between 22:00 on one day and 07:00 the following day an additional fee of £50 will be payable by the Guest and will be added to the Fee or if the Fee has already been paid this will be paid the Guest immediately.
4.9 Subject to clause 4.10(b), if you do not check-out by the agreed check-out time, you shall pay to Under The Doormat: (a) a fee of 500 GBP; and (b) any and all other additional costs incurred by Under The Doormat for preparing the Property for the next Guest or the Home Owner’s return.
4.10 In the event of an unauthorised use or unauthorised overstay at a Property:
(a) Under The Doormat reserves the right to enter the Property, remove your belongings, change the locks and take any further action as may be necessary (and we will charge you for the costs of any such action); and
(b) you shall pay to Under The Doormat, if you do not check out by 18:00 on the agreed check-out date, an additional fee of GPB 200 per day (or part thereof) plus the relevant per night fee that Under The Doormat charges for occupation of the Property.
5.1 Under The Doormat may make available to Guests certain Additional Guest Services.
5.2 You agree and acknowledge that you will be responsible to Under The Doormat and/or the service providers for the costs (including Under The Doormat’s fees, if any) of any Additional Guest Services that you request. You acknowledge that Under The Doormat is a booking agent only and shall not be liable for the quality or the provision of the Additional Guest Services.
5.3 Under The Doormat provides wireless internet access as standard in all of our homes. This service is provided by the Home Owner’s internet service provider or a wireless dongle and Under The Doormat cannot guarantee the quality or reliability of the service. Internet access is provided as an extra service at no additional costs to Guests but Guests must use it responsibly and Guests will be liable for any charges incurred by a Home Owner as a result of any limit on the amount of data available being exceeded. Under The Doormat will not be liable for any interruption to the service.
6.1 You agree and undertake to pay to Under The Doormat (without any deduction):
(a) the Fee in full (in GBP) and authorise Under The Doormat to collect the full amount of the Fee immediately upon Booking;
(b) the Deposit and you authorise Under The Doormat to pre-authorise or deduct an amount from a credit or debit card by way of security deposit immediately upon Booking;
(c) the cost of any damage to the Property or contents and to pay any fees in relation to overstaying. The Guest authorises Under The Doormat to pre-authorise or deduct from the credit or debit card immediately upon Booking an agreed amount, which shall be retained by Under The Doormat in the event of any damage to the Furnishings, the Property or its contents (other than fair wear and tear) or in the event of late check-out or overstaying.
6.2 All fees and charges will (unless stated otherwise) be exclusive of VAT and shall be payable to Under The Doormat in GBP. The Guest shall be responsible for, and shall pay, any fees charged by the Guest’s bank or credit or debit card provider. Under The Doormat will not be responsible for any loss suffered by a Guest as a result of any currency fluctuation during the time that the Deposit is held by Under The Doormat.
6.3 Unless Under The Doormat has reason to retain the Deposit or the fees described in clause 6.1(c) (in its sole discretion, acting reasonably), Under The Doormat (or its third party agents or representatives) shall within ten (10) days of the End Date authorise the release or return of the Deposit and/or the fees described in clause 6.1(c) but Under The Doormat shall not be responsible for any delay in the return of the Deposit and/or the fees described in clause 6.1(c) as a result of the actions of any third party processing such payment.
7.1 Unless otherwise specified in the Confirmation of Booking the following cancellation policy will apply.
7.2 Under The Doormat can only guarantee the availability of the Property for the period between the Start Date and the End Date unless a variation to the Booking has been agreed in advance in writing and a revised Confirmation of Booking has been sent to the Guest following payment of all relevant sums due under the terms of this agreement.
7.3 Unless Under The Doormat agrees otherwise in writing, any variation of the Start Date or End Date by the Guest will be treated by Under The Doormat as a cancellation of a Booking and the provisions of clause 7.4 shall apply.
7.4 If the Guest provides Under The Doormat with written notice that he/she wishes to cancel a Booking and Under the Doormat confirms receipt via a platform or by email:
(a) more than 30 days prior to the Start Date, the Guest shall be entitled to a full refund of the Fee minus a 50 GBP cancellation charge and any relevant platform fees or charges;
(b) more than 1 calendar week prior to the Start Date but less than 30 days prior to the Start Date, the Guest shall be entitled to a 50% refund of the Fee minus any relevant platform fees or charges; and
(c) 1 calendar week or less prior to the Start Date, the Guest shall not be entitled to any refund whatsoever.
7.5 Notwithstanding clause 7.1, Under The Doormat shall provide the Guest with a full refund if
the Guest or Under The Doormat cancels a Booking prior to the Start Date because a Force Majeure Event prevents the safe or reasonable occupation of the Property.
7.6 If there is any complaint from the Guest, which results in a cancellation, the Guest must notify Under the Doormat within 24 hours of check-in via written notice to email@example.com or the platform on which the booking was confirmed.
7.7 If the Guest cancels a Booking in accordance with the terms of this clause 7 the cancellation will show in the Home Owner’s account in the Under The Doormat booking system portal and Under The Doormat will use reasonable endeavours to send a courtesy notification in writing to the Home Owner of the cancelation as soon as reasonably possible after the cancellation.
8.1 You hereby agree to indemnify defend and hold harmless Under The Doormat, its subsidiaries, successors, assignees, affiliates, agents, directors, officers, employees and shareholders from and against any and all claims, liabilities, obligations, damages, losses, expenses, and costs, (including but not limited to any direct, indirect or consequential losses, loss of profit, loss of reputation and all interest, penalties and legal costs (calculated on a full indemnity basis) and all other reasonable professional costs and expenses) suffered or incurred by Under The Doormat arising out of or in connection with:
(a) the Guest’s breach, negligent performance or non-performance of agreement;
(b) loss or damage by the Guest, or theft, of the key(s) to the Property;
(c) the enforcement of this agreement.
8.2 We recommend that you take out travel insurance to cover your potential losses including cancellation due to illness, death in the family or any disruption to travel howsoever caused.
9.1 Provided that a Guest owes no further obligations to Under The Doormat (whether under this agreement or otherwise), a Guest (but not a Home Owner) may terminate this agreement at any time, immediately and without notice to us by deleting your account and refraining from using the Website.
10.1 Under The Doormat (or its partner listing portals (for example, Booking.com, HomeAway or Airbnb, etc.)) may provide certain insurance cover to the Home Owner to cover the additional risk to your home’s contents caused by any acts or omissions of a Guest. To find out more about insurance, please email firstname.lastname@example.org
11.1 You acknowledge and agree that Under The Doormat provides a holiday let platform and that nothing in this agreement shall entitle the Guest to be a tenant of a Property. You acknowledge and agree that the Home Owner shall grant to the Guest a licence to occupy the Property and not a tenancy.
12.1 If you fail to make any payment due to Under The Doormat under this agreement by the due date for payment, then, without limiting Under The Doormat’s remedies, you shall pay interest on the overdue amount at the rate of 4% per annum above Barclay Bank plc’s base rate from time to time. Such interest shall accrue on a daily basis from the due date until actual payment of the overdue amount, whether before or after judgment. You shall pay the interest together with the overdue amount.
13.1 We may revise this agreement (or any of the documents referred to in this agreement) at any time by amending this page. Please check this page from time to time to take notice of any changes we made, as they are binding on you. Notice of any material changes will be sent to Home Owners via email.
14.1 Under The Doormat reserves the right to refuse the creation of duplicate accounts for the same user. In a case where duplicate accounts are detected, Under The Doormat reserves the right to close or merge these duplicate accounts without notification.
15.1 Nothing in this agreement excludes or limits our liability for death or personal injury arising from our negligence, or our fraud or fraudulent misrepresentation, or any other liability that cannot be excluded or limited by English law.
15.2 To the extent permitted by law, we exclude all conditions, warranties, representations or other terms which may apply to the Website or any content on it, whether express or implied.
15.3 Subject to clause 14.1, Under The Doormat’s maximum aggregate liability under or in connection with this agreement, or any collateral contract, whether in contract, tort (including negligence) or otherwise, shall in all circumstances be limited to a sum equal to: (a) the total fees, payments and charges paid by Under The Doormat to Home Owner in any 12 calendar months, if you are a Home Owner; (b) the total fees, payments and charges paid by a Guest to Under The Doormat for the relevant Booking, if you are a Guest; or (c) £500 in all other circumstances.
16.1 Upon termination for any reason:
(a) all rights granted to you under this agreement shall cease;
(b) you must cease all activities authorised by this agreement; and
(c) you must immediately cease using your account and the Website.
16.2 Any provision of this agreement that expressly or by implication is intended to come into or continue in force on or after termination or expiry of this agreement shall remain in full force and effect.
17.1 This agreement is binding on you and us and on our respective successors and assignees.
17.2 You may not transfer, assign, charge or otherwise dispose of this agreement, or any of your rights or obligations arising under it, without our prior written consent. This clause applies to all Members, whether you are a Home Owner, a Guest or otherwise.
17.3 Under The Doormat may assign, charge, novate or otherwise dispose of this agreement without your prior written consent.
18.1 If you have cause for complaint you should immediately contact Under The Doormat by e-mail at email@example.com if you are a Guest and at firstname.lastname@example.org if you are a Home Owner.
18.2 If any dispute arises in connection with this agreement, a representative of Under The Doormat with authority to settle the dispute will, within ten (10) days of a request from a Member (whether a Guest or a Home Owner) meet (either in person or by telephone conference) in a good faith effort to resolve the dispute.
18.3 You may not commence any court proceedings in relation to any dispute arising out of this agreement until you have attempted to settle the dispute by negotiation and either the negotiation has not resolved the dispute within 30 days or Under The Doormat has failed to participate in the negotiation, provided that the right to issue proceedings is not prejudiced by a delay.
18.4 Notwithstanding anything else in this agreement, Under The Doormat shall be entitled to seek the remedies of injunction, specific performance or other equitable relief for any threatened or actual breach of the terms of this agreement.
19.1 We are required to provide certain information to you in writing. By accepting this agreement, you agree that we can communicate in English with you electronically by email.
19.2 This agreement and any document expressly referred to in it constitutes the whole agreement between us and supersedes any previous discussions, correspondence, arrangements or understandings between us.
Law and Jurisdiction
19.3 This agreement and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.
19.4 Any dispute or claim arising out of or in connection with this agreement will be subject to the exclusive jurisdiction of the courts of England and Wales.
To contact us, please email email@example.com for any Guest related enquiries and firstname.lastname@example.org for any Home Owner related enquiries and/or through written communication through the relevant booking platform.