Terms & Conditions

This contract sets out terms from which Nexus Property Services UK will provide a serviced apartment or house to you as set out on the booking form ("accommodation"). This contract is between you (the lead guest) and Nexus Property Services UK.

Booking details collected include: guest name, email, phone, the platform booked via, and the check-in and check-out dates.

• Parties/Events are NOT ALLOWED.
• No parties or loud music.
• No gatherings or parties.
• Pets are not allowed.
• NO SMOKING INDOORS / SHISHA.
• Please treat the property with the same respect you would your own.
• Courtesy quiet time from 9pm onwards for neighbours & apartment-block rules (no loud music or noise after 9pm).
• Only guests on the original booking are allowed to be in the apartment or stay overnight.
• Open flames or candles are NOT allowed.
• This is a non-smoking home. If you smoke, do so outside, away from the apartment, and dispose of cigarettes correctly.
• Any damage to the property or contents will be deducted from your deposit, charged directly, or reported as criminal damage.

If any of the rules are broken, we reserve the full right to remove you from the property.

For the safety and comfort of all guests and neighbours, we have installed privacy-safe noise detection monitors (e.g. Minut) in select properties. These devices do not record audio but measure decibel levels in common areas to ensure compliance with quiet hours.

If noise exceeds 80 decibels for more than 10 continuous minutes during your stay, it will be treated as evidence of a potential party or disturbance. In such cases:

• Guests may be contacted and asked to reduce noise immediately.
• If the issue continues or breaches other house rules, a party fine of up to £1,000 may be applied.
• Guests may be evicted without refund in line with our Terms & Conditions.

Final Authority & Dispute Handling

We reserve the right to submit all relevant documentation — including guest communications, ID checks, time-stamped photos, and inspection reports — to Airbnb, Booking.com, or the booking platform in the event of any guest dispute. All guests agree that any dispute will be subject to the policies of the platform used to book the stay and governed by UK law.

Properties may include smart locks, Wi-Fi routers, CCTV (entrance-facing only), or noise monitors. Tampering with, disabling, or obscuring these devices is strictly prohibited. Guests found tampering may be evicted immediately and charged up to £500 for damages, reconnections, or call-outs.

CCTV / Camera

Depending on the apartment, there is CCTV inside facing the entrance door only, or outside the door, motion-activated for security. Footage is only reviewed if required.

To ensure a smooth and secure check-in, all guests must complete the following no later than 10:00pm on the check-in day:

• Submit the Online Check-In Form (link provided via email or booking message).
• Upload a valid photo ID for the lead guest (passport or driver's licence).
• Sign the Rental Agreement.
• Pay the security deposit or damage waiver fee, if applicable.

Our support team is available until 11:00pm daily. If steps are not completed by 10:00pm, we cannot guarantee same-night check-in, and guests will need to wait until the following day when our team resumes operations.

• No refunds or compensation will be offered for missed nights caused by guest inaction.
• This cannot be used as grounds for a negative review, as the delay results from failure to follow clearly communicated instructions.
• All communications, form submissions, and timestamps are securely stored and may be provided to Airbnb or any booking platform in the event of a dispute.

These booking terms and conditions are a contract between Nexus Property Services UK (depending on who you booked with, the property manager/agent) and you — the person making the booking — including all adult members of your party staying at our properties.

The Property is provided in "as is" condition. Nexus Property Services UK shall use its best efforts to ensure the operation of all amenities (internet, satellite/cable TV, hot tubs, fireplaces, etc.) but shall not be held responsible for any item's failure to work. We will correct issues as quickly as possible once reported.

Use of amenities such as decks, balconies and similar areas may be potentially dangerous, particularly with children, and such use is at the guest's own risk.

The property is provided for hotel/short-stay purposes only. Guests must use it carefully to prevent damage or loss, keep it clean and sanitary, refrain from loud noise, and not disturb, annoy, endanger or inconvenience neighbours. The property may not be used for any immoral, offensive or unlawful purpose, nor for committing waste or nuisance.

Assignment or Sublease

Guests shall not assign or sublease the Property or permit use by others not included in the permitted occupants under this Agreement. No third-party bookings (e.g. on behalf of a friend). This property does not accommodate hen, stag, or any sort of parties.

Occupancy

No more than the agreed number of persons shall be permitted on the Property at any time during the Rental Term. For example, if you have booked for 2 guests, there cannot be 6 guests at the accommodation.

Up to £350 deposit is required (if you have been sent the link to pay) to cover breakages and damages, along with credit-card details should issues arise.

Refunded 1–2 days after departure or sooner once the property has been inspected. Once cancelled from our side, refunds typically take 5–10 days. We use pre-authorisation, meaning we place a hold on the card rather than physically taking a payment.

Charges are only applied unless the following conditions are met:

• No damage to the property or contents (towels, furniture, the property itself, etc.).
• No charges incurred due to illegal activity, pets, or additional services rendered during the stay.
• All debris and rubbish placed in the bin inside the apartment; soiled dishes cleaned.
• All keys left in the keybox/keysafe; accommodation locked and secure; all windows closed.
• All charges accrued during the stay paid prior to departure.
• No linens lost, taken, or damaged (e.g. burns or make-up stains).
• No early arrival or late departure (charged at £20 per hour for late checkout).
• No smoking within the apartment.
• The guest is not evicted by the owner (or representative) or law enforcement.
• No lost keys.

Additional charges for house-rule breaches may include: unauthorised guests up to £40, smoking up to £500, parties up to £1,000, evidence of drug use up to £750, noise up to £50, cleaning up to £50, linen replacement up to £50, unauthorised late checkout up to £20 per hour, security call-out/eviction up to £300, lost keys up to £400, lost parking fob/permit up to £400.

If the guest fails to comply with the conditions and obligations of this Agreement, they shall surrender the Property, remove all belongings, and leave it in good order and free of damage. No refund of any portion of the Total Rental Fee shall be made, and legal action may be taken if necessary, or if rules are broken or security is called to remove the guest.

1.1 Your stay is not intended to confer exclusive possession on the client or guest, nor to create a landlord/tenant relationship. Neither party will be entitled to any tenancy, short assured or assured tenancy, or statutory protection under the Housing Act 1988.

1.2 VAT is charged where appropriate.

2.1 The managing agent permits the client/guest to occupy the property personally and to use the owners' furniture and effects for the accommodation period. All visitors are the responsibility of the guest.

2.2 You must be 18 or over when you book. Your booking is made as a consumer and no liability is accepted for losses suffered.

2.3 We reserve the right to refuse to accept any booking for any reason.

2.4 Arrival is after 3pm (unless stated otherwise) on the start day; you must leave by 11am on the last day or the agreed time. If you wish to extend checkout, notify us within 24 hours. If you fail to arrive by midnight on the start date and don't advise of a late arrival, we may treat the booking as cancelled.

2.5 Direct Booking Cancellation Policy

• Stays of up to 4 nights — cancel at least 5 days prior to arrival for a full refund.
• Stays of 5–13 nights — cancel at least 7 days prior to arrival for a full refund.
• Stays of 14 nights or longer — cancel at least 14 days prior to arrival for a full refund.
• Bookings cancelled within 24 hours of being made are fully refundable.

A small administration fee may be deducted from any refund issued. For bookings via third-party channels (Airbnb, Booking.com, VRBO), the cancellation policy shown on your booking confirmation will apply.

2.6 If you want to extend your stay, we will do everything possible subject to availability. This may not always be possible.

2.7 If the number of people permitted exceeds the agreed amount (a breach of Health and Safety Regulations), we reserve the right to move excess occupants and charge for additional accommodation, or require them to vacate. We reserve the right to visit the property to confirm guest numbers.

3.1 Payment is made via the booking platform (Airbnb, Booking.com), directly from our site, or by bank transfer. No cash accepted.

3.1.1 If payment is not received in time, we reserve the right to cancel any booking and any deposit paid will be forfeit.

3.1.2 Failure to pay any sums due will incur interest under the Late Payment of Commercial Debts (Interest) Act 1998.

3.1.5 We expect the property to be left in a reasonable state on departure. Additional cleaning, if required, will be charged.

3.1.6 UK legislation prohibits smoking in serviced properties. Smokers must vacate the building if they wish to smoke.

3.1.7 Where there is evidence of smoking within the property, we reserve the right to charge up to £300 for specialist cleaning.

3.1.8 Anyone found using or under the influence of illegal drugs will be reported to the police and asked to leave.

3.1.9 No daily housekeeping is provided. Linens and bath towels are included but may not be taken from the property; we reserve the right to charge guests who do so.

3.1.10 Bookings made under false pretence are subject to forfeiture of payment and refusal of check-in.

3.1.11 Refundable Security Deposit (Direct & OTA Bookings)

A refundable security deposit may be required unless the guest opts for the £54.95 non-refundable damage waiver fee. The deposit is £350 and covers potential damage, rule breaches, missing items, lost keys, excessive cleaning, or unauthorised use. The deposit is processed via pre-authorisation and refunded 1–2 days after checkout if no issues. Depending on your bank, funds may take 5–10 working days to appear after release.

A £54.95 damage waiver is included with every booking to cover minor accidental damages. If damage exceeds £54.95, the additional amount is handled through Airbnb's Resolution Centre to remain compliant with Airbnb policy.

3.3 Chargeback Fraud and Payment Disputes

You agree not to initiate a chargeback or payment dispute without valid cause. We reserve the right to pursue legal action and provide full evidence — guest communications, CCTV footage, signed agreements, and inspection reports — to dispute fraudulent chargebacks. Guests found committing chargeback fraud will be blacklisted and may be reported to relevant authorities.

3.4 Damage Waiver Option (Direct or OTA Bookings)

Guests may pay a non-refundable Damage Waiver Fee of £54.95 instead of the refundable deposit. This protects against accidental minor damage or wear and tear up to £54.95 per booking.

What the Damage Waiver Covers:

• Accidental breakage of small items (glasses, plates, mugs).
• Minor staining to towels, linen, carpets, or furniture (makeup, small spills).
• Light cosmetic damage (scuffs, scratches, minor fittings).
• Small maintenance issues (loose handles, bulbs, batteries).

What the Damage Waiver Does Not Cover:

• Lost or unreturned keys, fobs, parking permits.
• Smoking, shisha, or vaping inside the property (up to £500).
• Parties, loud noise, or unauthorised guests (up to £1,000).
• Evidence of drugs in the property (up to £750).
• Theft, missing items, or intentional damage.
• Excessive cleaning or evidence of misuse.
• Any single or grouped damage above £100.
• Any violation of house rules leading to eviction or security call-outs.

Rubbish Disposal Policy

Guests must dispose of all rubbish in the designated outdoor bins before check-out. Failure to do so may result in a deduction from your safety deposit:

• Minor issue (one bag left indoors): no charge or £10–£20.
• Moderate (multiple bags or rubbish scattered): £30–£50.
• Major (hazardous, smelly, pest-attracting waste): up to £100.

This policy applies only to guests who paid the standard £350 refundable safety deposit or booked through Airbnb. Guests on the £54.95 non-refundable option are exempt from all potential deposit deductions, including rubbish charges.

4.1 If we have to cancel or change accommodation, we will contact you as soon as possible. If alternatives are unacceptable, the booking is treated as cancelled and any money paid will be refunded within 14 days.

4.2 We are not liable for changes, cancellations, or other effects on your booking due to force majeure — war, civil strife, terrorist activity, industrial dispute, natural or manmade disaster, fire, adverse weather, and similar events outside our control.

4.3 If you wish to alter your booking, we'll try our best, but you will be obliged to pay any additional expenses incurred. An amendment fee may be charged.

4.4 No refunds are made for non-arrivals.

5.1 We have no liability for death or personal injury to you or your party unless it results from an act or omission on our part.

5.2 Guests using their own electrical appliances must use the appropriate adaptor. Non-UK plugs without proper adaptors/transformers are a serious fire risk. Heated appliances must be switched off and stored safely before leaving. Breach of this rule may result in immediate eviction or charges.

5.3 You must take all necessary steps to safeguard your personal property. We accept no liability for damage or loss unless caused by our negligence.

5.4 Cars and their contents are parked at owners' risk. Ensure cars are locked and possessions are out of sight.

5.5 Property left behind will be disposed of by the cleaning company if not collected within 24 hours.

5.6 Tampering with Security or Safety Devices. Tampering with, disabling, obstructing, or covering any safety or security device (CCTV, Ring doorbells, smoke detectors, CO alarms, Wi-Fi routers) is strictly prohibited. Doing so will result in immediate eviction without refund, loss of deposit (or additional charges), and may lead to legal action.

6.1 The managing agent issues one set of keys. If lost, notify us as soon as possible; we will instruct a locksmith to change the lock/keys and charge the cost (which may vary if fobs/permits are involved).

6.2 Lock-out call-outs may incur a fee that varies by time. Late-night call-outs may not be attendable.

6.3 The managing agent retains keys and may access the property for services, maintenance, inspection, or in case of emergency. We will make reasonable efforts to contact you beforehand.

7.1 We are not responsible for any failure or interruption to services (gas, water, electricity), or for damage, disturbance, or noise caused by maintenance work in the building (e.g. lift out of action for a short period).

8.1 Wireless internet is available but we are not liable for loss of service due to connection, environmental, or human error. No support service is provided. Wi-Fi is not a contractual provision. We accept no responsibility for damage to your device or data, or security of data transferred over the internet.

9.1 If a guest reports a service or appliance as faulty and inspection confirms it was not faulty (but improperly operated), we reserve the right to charge a call-out fee.

The client/guest will guarantee the following:

• 10.1.1 Not to have any party in the property.
• 10.1.2 Not to play loud music at the property.
• 10.1.3 To keep the property clean and tidy at all times.
• 10.1.4 Not to keep any animals, insects, birds, or reptiles in the property.
• 10.1.5 Provide all suitable childproofing safety equipment when staying with small children.
• 10.1.6 Not to do anything that would void any insurance policy or increase the premium.
• 10.1.7 Not to cause nuisance or annoyance to neighbours or do anything illegal or immoral. Noise disturbance after 9pm and before 7am can be reported to the local Council.
• 10.1.8 At the end of the agreement, leave the property cleared, in good repair, and clean; pay for the repair or replacement of broken, lost, damaged, or destroyed fixtures, furniture, and effects, save for reasonable wear and tear.
• 10.1.9 Use the property for residential purposes only and not for any business use.
• 10.1.10 Not to make any alterations to the property.
• 10.1.11 Indemnify the owners against all losses, claims, demands, damages, costs, or other liability arising in any way from this agreement.
• 10.1.12 Not to assign, underlet, sub-license, charge, or part with possession of the property, take in lodgers, or share occupation with anyone.
• 10.1.13 Not to sell, loan, charge, or dispose of any contents of the property.
• 10.1.14 Not to hang flowerpots, clothes, or other articles on the outside of the property.
• 10.1.15 Not to block or put noxious or damaging substances into sinks, baths, lavatory cisterns, waste, or soil pipes.
• 10.1.16 Not to leave entrance doors or windows open; ensure all door and window locks are engaged. Close all windows when away or during bad weather.
• 10.1.18 Not to change any lock or have duplicate keys made.
• 10.1.19 Report any plumbing, electrical, or general problem to the owners as soon as possible; do not attempt to remedy it yourself.
• 10.1.20 Maintain insurance to full replacement value for all personal property kept at the property or on the guest's person.
• 10.1.21 Use all equipment strictly per its operating instructions and only for its intended use.
• 10.1.22 Do not leave valuable possessions in view of third parties.
• Do not play ball games inside the property.
• The number of occupants must not exceed the maximum permitted in your booking.
• Use cleaning products strictly per usage instructions; keep them out of reach of children. We accept no liability for misuse of supplied products.
• Do not install portable cooking appliances, camping stoves, or similar items.

11.1 This agreement may be ended by the managing agent without notice:

• 11.1.1 If the accommodation fee is not paid on the payment day, or the client is in breach of any conditions.
• 11.1.2 If the client becomes bankrupt, has an administration order made against them, or has a judgment enforced.

11.2 The managing agent may also terminate this agreement at any time by giving written notice.

11.3 At the end of the accommodation period, the client must return all keys and give vacant possession.

12.1 If cancelled or modified late, or in the case of no-show, the total price of the reservation will not be refunded.

13.1 Failure to comply may be considered a breach of contract and result in the guest being asked to leave.

13.2 Keep the property free of hazardous objects and don't leave it in a condition that would be unsafe for housekeepers, staff, guests, or yourselves.

13.3 By making a booking and staying with us, you agree to abide by these terms and conditions.

14.1 The managing agent gathers certain personal data for operational and legal purposes, subject to the safeguards of the Data Protection Act 1998. We endorse and adhere to the eight principles of the Act. We are registered with the ICO. Data is not shared with anyone — used only for our security procedures & policy, and all guests follow the same procedure.

15.1 All complaints should be notified to the managing agent as soon as possible. Contact us via the booking platform you used.

15.2 If still not satisfied, within 14 days of the end of your stay, put your comments in writing to our address and we will use all reasonable efforts to resolve it.

15.3 You may also complain to the booking agent used for your reservation.

16.1 These terms are subject to UK law; in the event of a dispute, you will be subject to the exclusive jurisdiction of the courts of England.

17.1 Your statutory rights are not affected by anything contained within these Terms and Conditions of Hire.

In this Agreement the following words and phrases shall have the following meanings unless the context otherwise requires:

• Managing agent, Us or We — Nexus Property Services UK, offering serviced apartments/houses to guests/travellers.
• Client — the person who arranges the accommodation; they could also be the guest.
• Guest — the person who resides at the property, including all adult members of your party; they could also be the client.
• Agreement — this agreement.
• Apartment or property — accommodation managed by Nexus Property Services UK.
• Booking — an offer from you to us to hire one of our properties on the terms of this agreement.
• Fee — the rental for the property and inclusive services, payable in advance.
• Furniture and Appliances — furniture and appliances usually found within the property and any items we agree to provide.

This property is not suitable for parties. A breach of house rules will result in immediate removal via security and no refund; your deposit may be used towards extra removal costs.

The apartment is in a residential area — please respect quiet times after 10pm. Loud music, parties, or smoking will result in immediate removal from the accommodation.

If you require an extra night or wish to extend your booking, please contact us as soon as possible so we can confirm availability.

Need a late check-out? Send us a message and we can arrange it for a small charge. We want guests to enjoy themselves without disturbing other residents. CCTV in block / facing entrance door is in place for security and protection of the apartment.

Since lockdown we've noticed a huge increase in parties and loud noise in our apartments, so we've issued a strict procedure:

You will only get one warning. The second time we will have to evict you from the apartment for any loud noise or parties. You will not get a refund or deposit returned if this happens, as you have been warned.

Between 9pm and 7am you must be quiet — we must respect the neighbours and apartment-block rules; we have families and working residents living in the building. For example, playing the TV at full volume at 11pm or 5 people shouting and singing at 1am is not acceptable.

Guests found checking in early without authorisation may be subject to additional charges. Make sure you are checked out by 11am at the latest for cleaning. Check-in is strictly at 15:00 unless prior approval has been agreed.

By making a booking and staying at the property, you confirm that you have read and understood the above terms and conditions, and agree to be bound by them by e-signature on the rental agreement.