Booking terms

These terms apply when you book a stay with Vellanor Ltd through this website. By completing a booking you agree to them. They sit alongside our website terms of use and privacy policy.

1. Who we are

Vellanor Ltd, company number 14594754, registered at 87a Warwick Street, Leamington Spa CV32 4RJ. Contact: info@vellanor.co.uk or 0333 339 6601. We are members of the Property Redress Scheme (PRS057854).

2. Your booking

Your booking is confirmed when payment is accepted and you receive a confirmation by email. The person who books (the lead guest) must be 18 or over, must stay at the property, and is responsible for everyone in the group. Bookings are for a temporary stay only and do not create a tenancy.

3. Price and payment

The booking price, including the cleaning fee, is shown before you pay. It does not include damage cover: every booking also needs either a damage waiver or a refundable deposit, which you choose and pay after booking during the identity check (see section 5). Payment is taken by card through our payment provider at the time of booking unless we agree otherwise in writing. Discount codes must be entered before payment and cannot be applied afterwards.

4. Cancellations and changes

If you cancel 7 or more days before your check-in date, we refund everything you have paid. If you cancel less than 7 days before check-in, or leave early, no refund is due. To cancel or change a booking, email us with your confirmation code. Because a booking is for accommodation on specific dates, the 14-day cooling-off period for online purchases does not apply.

If we have to cancel, for example because the property becomes unsafe or unavailable, we will offer a comparable property where we can or refund everything you have paid for nights not stayed.

5. Identity check and damage cover

Before check-in every lead guest completes an online identity check. Every booking also needs one of the two options below. Both protect the property; they work differently, and you choose which suits you. Your choice is made and taken during the identity check, not at the time of booking, and is in addition to the booking price.

Option 1: Damage waiver. £20 per night, capped at £125 per stay. This is a fee, not a deposit, and it is not refunded after your stay. In return, accidental damage you report during your stay is covered up to £500, and nothing is held against your card.

Option 2: Security deposit. £400. This is a hold, not a payment. The £400 is reserved on your card and released in full within 7 days of check-out if nothing is deducted. You are not charged unless there is damage or a cost arising from your stay.

Access details are released once the identity check and your chosen option are complete. If they are not completed, we may refuse check-in without refund.

6. Check-in and check-out

Check-in is between 4:00pm and 7:00pm and check-out is by 10:00am. Check-in is self-service using the details we send you. Late check-out without agreement may be charged.

7. House rules

• Only the number of guests on the booking may stay. No subletting.
• No parties or events. No excessive noise, and quiet between 10pm and 8am.
• No smoking or vaping inside the property.
• Pets only if we have agreed in writing beforehand.
• No illegal activity. We will report it and end the stay.
• Park only in the spaces allocated and keep access clear for neighbours.

If these rules are seriously broken we may end the stay immediately without refund.

8. Care of the property

Please leave the property as you found it. You are responsible for damage, missing items and cleaning beyond normal use caused by your group, and we may charge the reasonable cost to your deposit or payment card. Tell us straight away if something is broken or not working so we can fix it.

9. Our access

We may enter the property for urgent repairs or safety reasons, and otherwise with reasonable notice.

10. Our responsibility to you

We will provide the property clean, safe and as described. We are not responsible for loss of or damage to your belongings unless we caused it, or for things outside our reasonable control such as utility failures or nearby building work. Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or your legal rights as a consumer.

11. Complaints

If something is wrong, tell us during your stay so we can put it right. If you remain unhappy, email info@vellanor.co.uk and we will reply within 3 working days. If we cannot resolve it you can refer the complaint to the Property Redress Scheme.

12. Law

These terms are governed by the law of England and Wales.