Booking terms and cancellation policy

These terms form part of every booking made with Bernard Property Sales & Lettings Limited. They should be read together with the booking confirmation we send you, which records the property, the dates, the number of guests and the amounts payable.

1. Who you are contracting with

Your booking is with Bernard Property Sales & Lettings Limited, a company registered in England and Wales under company number 16608573, which lets furnished residential property for short and medium-term stays. References to “we” and “us” mean that company; “you” means the person making the booking.

2. Scope of the service

We provide the whole of the property named in your booking confirmation for the nights reserved, furnished and equipped for the number of guests stated. The rate covers Wi-Fi, utilities and preparation of the home before arrival. We do not provide meals, daily housekeeping, transport or any personal care service.

3. Booking, deposit and payment

• A booking deposit is payable to hold the dates. The booking is not confirmed until that deposit has cleared.
• The balance is due on the date stated in your booking confirmation and before arrival. Arrival instructions are issued once the balance has been received.
• Where a refundable damage deposit is required it is stated in the booking confirmation and is returned after the property has been checked.
• All amounts are quoted and payable in pounds sterling.

4. Changes to your booking

If you want to change your dates or the number of guests, tell us as soon as you can. We will move the booking where the calendar allows and confirm the change, and any difference in rate, in writing. The number of guests may not exceed the occupancy stated for the property.

5. Cancellation, refunds and the refund policy

Our cancellation terms are based on the notice you give us before the arrival date. The notice period that applies to your booking is stated in your booking confirmation.

• If you cancel more than 30 days before arrival, any amount you have paid is refunded, less the booking deposit and any cleaning or preparation charge already incurred.
• If you cancel between 14 and 30 days before arrival, the booking deposit is retained and any balance already paid is refunded, less charges already incurred.
• If you cancel less than 14 days before arrival, the booking deposit is not refundable and we will re-let the dates where we can. Any refund we make depends on whether the nights are re-let, and any refund is made after the original stay dates have passed.
• Refunds are made to the original payment method, normally within 10 working days of the amount becoming due.
• Any refundable damage deposit is dealt with separately from the cancellation terms and is not affected by them.

6. Damage deposit and condition of the property

A refundable damage deposit may be held against damage, excessive cleaning, lost keys or breach of these terms. We will tell you the amount before you pay and return the balance within the timescale stated in your booking confirmation once the property has been inspected. Charges are supported by evidence such as photographs or an invoice for the repair or replacement.

7. Arrival, departure and occupancy

The arrival and departure times for your booking are confirmed in writing. The property is let for the number of guests stated on the booking and for the nights reserved, and may not be used for parties, events or commercial filming. All our homes are non-smoking. Where pets are accepted, this is agreed in writing in advance and an additional cleaning charge applies.

8. Our responsibilities

We will provide the property in the condition described, cleaned and prepared for your arrival, with working utilities and safety alarms. If something material is wrong and cannot be put right during your stay, contact us on the number in your arrival instructions and we will discuss an appropriate remedy with you. We are not responsible for events outside our control, such as severe weather, transport strikes or restrictions imposed by a public authority.

9. Your responsibilities

You are responsible for the property during your stay, for the behaviour of everyone in your party, and for leaving the home in a reasonable condition. You must report damage or breakage promptly. You must tell us in advance if the number of guests changes.

10. Liability

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be limited. Subject to that, our total liability for any booking is limited to the total amount you paid for the nights reserved.

11. Governing law

These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute arising from them. If you are a consumer resident elsewhere in the United Kingdom or in the European Union, this does not remove any right you have to bring proceedings in your own country of residence.

12. Complaints

If something is not right, contact us immediately on the number in your arrival instructions so that we have the chance to put it right during your stay. If we cannot resolve the matter, write to info@bernard-property.uk with your booking reference and we will respond in writing.

Last updated: September 2026.