MINARA STAYS LTD

1. About Minara Stays Ltd

1.1 These Terms and Conditions are issued by Minara Stays Ltd, a private limited company registered in England and Wales under company number 17278540.

1.2 Our registered office is 6 Salcombe Road, Bristol, England, BS4 1AH.

1.3 Our contact details are: email minarastays1@gmail.com; telephone 07507 063550; website minarastays.co.uk.

1.4 In these Terms:

a. "we", "us" and "our" mean Minara Stays Ltd;

b. "Booker" means the person, company or organisation making the Booking;

c. "Booking" means a confirmed reservation;

d. "Guest" means any person staying at or visiting the Property;

e. "Lead Guest" means the adult primarily responsible for the stay;

f. "Property" means the accommodation identified in the Booking Confirmation; and

g. "House Rules" means these Terms together with any Property-specific rules or reasonable written instructions supplied before or during the stay.

2. Application of these Terms

2.1 These Terms apply to direct Bookings made through our website, Smoobu, email, telephone or any other direct booking method.

2.2 A Booking made through Airbnb, Booking.com or another third-party platform may also be governed by that platform's terms. Any mandatory platform term takes priority where it conflicts with these Terms.

2.3 The Booking Confirmation, Property description, price, cancellation policy, House Rules and any written amendment agreed by us form part of the contract.

2.4 Nothing in these Terms excludes or restricts any statutory right or liability that cannot lawfully be excluded.

3. Booking formation

3.1 An enquiry, provisional reservation or attempted payment does not guarantee a Booking.

3.2 A Booking becomes confirmed only when we have received the required booking payment or valid payment authorisation for the accommodation and have issued written confirmation.

3.3 Before confirmation, we may decline a request where the Property is unavailable; information is incomplete or inaccurate; identity or payment checks fail; the proposed use would breach these Terms; the occupancy would breach a safety, planning, licensing or insurance limit; or we reasonably suspect fraud, a party, unlawful activity or a material safety risk.

3.4 We may correct an obvious pricing or availability error before confirmation. If a material error is discovered after confirmation, we will offer continuation on the corrected basis or cancellation with a full refund.

4. Booker, Lead Guest and identity requirements

4.1 The Booker and Lead Guest must be at least 18 years old.

4.2 The Booker confirms that all information supplied is accurate; they are authorised to make the Booking; they accept these Terms for the booked group; the Guest count is accurate; and every Guest will comply with these Terms and the House Rules.

4.3 For direct Bookings, we may require the Booker, Lead Guest and/or another adult Guest to complete reasonable identity verification before check-in. This may include providing photographic identification and contact details through our authorised guest-verification provider.

4.4 Where identity verification is required, the Booker must ensure that the requested information is supplied accurately and within any reasonable deadline stated in the pre-arrival instructions.

4.5 If a disclosed identification, fraud-prevention or pre-arrival verification requirement is not completed, we may withhold check-in details or access and, where the failure is material and remains unresolved after a reasonable opportunity to correct it, cancel or terminate the Booking subject to the applicable cancellation policy, proportionality and consumer law.

5. Nature and permitted purpose of the stay

5.1 The Property is supplied only as temporary short-term residential accommodation for the confirmed dates.

5.2 The Booking creates a personal contractual licence to occupy the Property temporarily. It does not create a tenancy or any right to remain after check-out.

5.3 Guests must not use the Property as a permanent or principal residence; register a business, company, bank account, electoral address or official correspondence at the Property; sublet, resell or transfer the accommodation; or remain after check-out without written permission.

5.4 The Property must not be used for unlawful activity, commercial sexual services, customer appointments, product sales, ticketed events, commercial filming, accommodation resale or any other commercial activity not approved by us in writing.

6. Price and payment

6.1 The total accommodation price and all mandatory booking charges will be shown before the Booking is completed.

6.2 Unless stated otherwise, full payment is due when the Booking is made.

6.3 Payments may be processed securely by Stripe or another authorised payment provider. Payments must be made in pounds sterling unless agreed otherwise.

6.4 The Booker must use an authorised payment method and ensure sufficient funds are available.

6.5 If a payment is declined, reversed, disputed or remains unpaid, we may suspend or cancel the Booking after allowing a reasonable opportunity to correct the issue where appropriate.

6.6 A chargeback does not extinguish a valid debt. We may provide booking, payment, communication, entry and incident evidence to the payment provider when responding to a dispute.

6.7 A security-deposit card pre-authorisation under clause 7 is separate from the accommodation payment and is not ordinarily taken as an additional payment unless a valid claim is made in accordance with these Terms.

7. Security deposit and card pre-authorisation for direct Bookings

7.1 Direct Bookings made through our own website or direct Smoobu booking system are subject to a £250 security deposit by way of a temporary card pre-authorisation, where this requirement is disclosed during the direct-booking process or before check-in.

7.2 The £250 is not ordinarily charged to the Guest. Instead, the relevant amount is temporarily authorised or reserved against the Guest's payment card, which may reduce the funds or credit available on that card while the authorisation remains in place.

7.3 The security-deposit authorisation is normally requested approximately two days before check-in. We may use an authorised third-party provider, including ChargeAutomation and Stripe, to request, process, maintain, extend or release the authorisation.

7.4 The authorisation may be maintained or extended through the stay until the end of check-out. If no valid claim is made, our current automated setting is to release the authorisation three days after check-out. The Guest's card issuer may take additional time to reflect the release, and that processing time is outside our control.

7.5 If the required payment card is not available to the security-deposit provider, the Guest may be sent a secure link to provide an eligible card. The Booker must ensure that this is completed within any reasonable deadline communicated before check-in.

7.6 If a disclosed and required security-deposit authorisation cannot be obtained because the Guest does not provide an eligible card, refuses the authorisation or otherwise fails to complete the required process, we may withhold check-in information or access and, where the failure remains unresolved after a reasonable opportunity to correct it, cancel or terminate the Booking subject to the applicable cancellation policy, proportionality and consumer law.

7.7 A security deposit is not a limit on responsibility for damage, loss or other sums properly due.

7.8 We may capture or apply part or all of an authorised deposit only towards reasonable sums properly due under these Terms and supported by an appropriate basis. Where further payment is not authorised through the payment provider, we may issue an invoice or payment request.

7.9 We will explain the basis of any claim and provide reasonable evidence where available, such as photographs, invoices, receipts, estimates, replacement costs or contractor reports.

7.10 Guests are not responsible for fair wear and tear or pre-existing defects.

8. Guest cancellation

8.1 The cancellation policy displayed during booking and in the Booking Confirmation takes priority.

8.2 If no different policy was displayed, cancellation at least 14 clear days before check-in receives a full refund; cancellation 7 to 13 clear days before check-in receives 50% of the accommodation price; cancellation fewer than 7 clear days before check-in, a no-show or cancellation after check-in receives no automatic refund for unused nights.

8.3 A separately identified cleaning fee will normally be refunded if cancellation occurs before check-in and the cleaning service has not been incurred.

8.4 Cancellation must be sent in writing by email or through the relevant booking system.

8.5 Accommodation supplied for specified dates does not normally carry the general 14-day cooling-off right. Cancellation charges will nevertheless be limited to reasonable loss.

8.6 We will take reasonable steps to reduce our loss. If cancelled dates are rebooked, we may make an additional refund reflecting the net amount recovered after deducting any refund already paid, unrecoverable processing or platform costs, reasonable remarketing or administration costs and any difference in the replacement price.

8.7 Illness, travel disruption, visa problems, weather, transport cancellation and changes in personal circumstances do not automatically create a right to a refund beyond the applicable policy. Guests should obtain suitable travel insurance.

9. Amendments and date changes

9.1 A request to change dates, Guest numbers, the Lead Guest or the Property is not effective unless accepted by us in writing.

9.2 Amendments are subject to availability, the price for the replacement dates, payment of any price difference, reasonable costs already incurred and the occupancy limit.

9.3 A Booking may not be transferred to another person without our written permission.

10. Check-in and check-out

10.1 Check-in is from 4:00 pm on the arrival date unless agreed otherwise in writing.

10.2 Check-out is by 11:00 am on the departure date unless agreed otherwise in writing.

10.3 Early check-in or late check-out is available only where expressly approved.

10.4 Guests must leave the Property, remove all belongings, return all keys or access devices and follow the departure instructions by the agreed time.

10.5 An unauthorised late check-out may make the Booker responsible for reasonable losses caused by the delay, including cleaner waiting time, extra staffing, emergency cleaning, incoming-guest compensation, lost subsequent bookings, locksmith or access costs.

10.6 Remaining after check-out does not extend the Booking or create any continuing right to occupy.

11. Maximum occupancy and registered Guests

11.1 Maximum occupancy is six people in total, including adults, children and infants, unless a different limit is expressly stated in the Booking Confirmation or agreed by us in writing.

11.2 Every overnight occupant must be included in the Booking. The Booker must provide accurate Guest numbers and, where requested, the names of all Guests.

11.3 No additional, substitute or overnight Guest may stay without prior written permission.

11.4 A one-off written exception does not permanently change the normal occupancy limit.

11.5 Children must be supervised by a responsible adult.

11.6 If excess occupancy is identified, we may require additional persons to leave, require payment of reasonable additional costs, or terminate the stay where the breach creates a material safety, neighbour, licensing, planning or insurance risk.

12. Visitors, third-party and corporate Bookings

12.1 Only registered Guests may stay overnight. Visitors are permitted only in accordance with the House Rules and must not cause the safe occupancy limit to be exceeded.

12.2 The Booker remains responsible for visitors invited by the booked group.

12.3 A person booking for employees, clients, contractors, relatives or other third parties must disclose this before confirmation and provide accurate details of the actual occupants.

12.4 The Booker must provide these Terms, the House Rules, safety information and departure instructions to the occupants and remains responsible for payment and compliance so far as legally permitted.

12.5 The Booking must not be resold, marked up or transferred for profit without our written permission.

13. Parties, events and gatherings

13.1 Parties, events and gatherings are strictly prohibited unless expressly approved in writing.

13.2 This includes birthday parties, stag or hen events, receptions, ticketed events, celebrations involving unregistered visitors and gatherings involving amplified music or excessive noise.

13.3 Guests must not advertise the Property as an event location, issue invitations or publish the address for a gathering.

13.4 We may require unauthorised visitors to leave immediately. A deliberate party or event is a serious breach and may result in immediate termination.

14. Noise and neighbour protection

14.1 Quiet hours are 9:00 pm to 8:00 am.

14.2 During quiet hours, noise must be kept at a level that cannot reasonably be heard outside the Property or in neighbouring homes.

14.3 At all times, Guests must not engage in shouting, screaming, loud or amplified music, excessively loud television, repeated door slamming, disruptive outdoor noise, car horns, unnecessary engine revving, threatening conduct or anti-social behaviour.

14.4 Guests must reduce noise immediately when reasonably requested by us, a neighbour, the property owner or manager, security personnel, police or a local authority.

14.5 Evidence may include complaints, messages, lawfully obtained recordings, disclosed noise-monitor data or official attendance.

14.6 A minor first incident may result in a warning. A serious disturbance or repeated breach may result in termination and recovery of reasonable call-out or other resulting costs.

15. Smoking, vaping, drugs and dangerous items

15.1 Smoking and vaping are prohibited inside the Property, including cigarettes, cigars, pipes, electronic cigarettes, shisha, cannabis and similar products.

15.2 Outdoor smoking is allowed only where the House Rules permit it. Smoking materials must be extinguished and disposed of safely.

15.3 Indoor smoking or vaping may result in liability for reasonable specialist cleaning, deodorisation, ozone treatment, replacement of contaminated items, repairs, contractor attendance and lost bookings caused by contamination.

15.4 Illegal drugs, unlawful substances, weapons, explosives, fireworks and dangerous materials are prohibited.

15.5 Violent, threatening, abusive, intimidating or unlawful conduct may result in immediate termination and referral to the appropriate authority.

16. Pets and assistance animals

16.1 Pets are not permitted unless prior written permission has been obtained.

16.2 A permitted animal must be kept under reasonable control, must not cause noise or damage and must not be left unattended where this may create damage or distress.

16.3 The Booker is responsible for reasonable cleaning or damage costs caused by an animal.

16.4 Nothing in this clause removes legal rights concerning assistance dogs or reasonable adjustments.

17. Care of the Property

17.1 Guests must take reasonable care of the Property, furniture, appliances, fixtures, equipment, linen, decorations and outdoor areas.

17.2 Guests must not deliberately or negligently damage the Property; remove items; move heavy furniture without permission; attach items using damaging nails, screws or adhesives; use towels or linen for shoes, cosmetics, floors or vehicles; place wipes, nappies, sanitary products, grease or unsuitable items into plumbing; interfere with heating, electrical, internet, security or plumbing equipment; or use equipment for an unintended purpose.

17.3 Any damage, fault, blockage, leak, alarm issue or accident must be reported promptly.

17.4 Existing damage or cleanliness concerns should be reported as soon as reasonably possible after arrival so they can be recorded and addressed.

18. Cleaning and rubbish

18.1 A normal cleaning fee covers ordinary cleaning following reasonable residential use. It does not cover excessive or specialist cleaning.

18.2 Guests must leave the Property in a reasonably tidy condition, place rubbish in the designated bins, dispose of excessive food waste, clean significant spillages, follow recycling instructions and remove personal belongings.

18.3 Reasonable additional cleaning costs may be claimed for heavy staining, biohazard cleaning, excessive rubbish, pest treatment, smoke or drug odour, bodily-fluid contamination, specialist carpet or upholstery cleaning or abandoned property.

19. Keys, locks and security

19.1 Guests must keep keys, access devices and security codes safe and must not copy, publish or share them with unauthorised persons.

19.2 Doors and windows must be secured whenever the Property is unattended.

19.3 Lost keys or access devices must be reported immediately.

19.4 The Booker may be responsible for reasonable replacement, emergency access, locksmith, lock-change or communal-access costs where reasonably necessary for security.

20. Fire and general safety

20.1 Guests must comply with all fire and safety instructions.

20.2 Guests must not cover, remove or tamper with smoke alarms, carbon-monoxide alarms, fire doors, extinguishers or safety signs; obstruct exits; use candles, naked flames, fireworks or indoor barbecues; overload sockets; use unsafe electrical equipment; charge damaged batteries; or bring flammable or explosive materials into the Property.

20.3 E-bikes and e-scooters must not be charged inside unless expressly permitted.

20.4 Any alarm fault or safety concern must be reported immediately. Deliberate interference with safety equipment is a serious breach.

21. CCTV and noise monitoring

21.1 Where clearly disclosed in the listing or Booking information, external security cameras may operate at entrances, access routes, driveways or external areas.

21.2 Cameras will not be installed inside bedrooms, bathrooms or private internal living areas.

21.3 Where disclosed, a noise-monitoring device may measure sound levels without recording conversations.

21.4 Guests must not cover, disconnect, damage or interfere with lawfully disclosed monitoring equipment.

21.5 Information may be used for security, fraud prevention, incident investigation and claims or disputes in accordance with our Privacy Policy.

22. Internet use

22.1 Internet access is provided as a convenience and uninterrupted service, speed or compatibility cannot be guaranteed.

22.2 Guests must not use the internet for illegal activity, fraud, harassment, malicious software, copyright infringement, illegal material or conduct that places the network or Property at risk.

22.3 Access may be restricted where reasonably necessary to protect the network or investigate misuse.

23. Utilities, faults and maintenance

23.1 Guests must promptly report problems involving water, gas, electricity, heating, hot water, drainage, internet, appliances or safety equipment.

23.2 We will take reasonable steps to investigate and remedy issues within our control.

23.3 Guests must allow reasonable access for urgent repairs and safety checks.

23.4 Temporary disruption caused by utility providers, emergency works, weather or events outside our reasonable control does not automatically entitle the Guest to a full refund.

23.5 Where a problem materially affects the stay and cannot be remedied within a reasonable period, any remedy will reflect the duration, seriousness, facilities affected, reasonable alternatives offered, the part of the stay affected and statutory rights.

24. Access during the stay

24.1 We respect Guest privacy.

24.2 We or authorised representatives may enter without advance notice where reasonably necessary in an emergency, including fire, flood, gas leak, serious water leak, immediate danger, serious damage or a welfare concern.

24.3 For non-emergency repairs, inspections or maintenance, we will normally provide reasonable notice.

24.4 We may attend where there are reasonable grounds to investigate serious noise, excess occupancy, an unauthorised party, a security concern or a serious safety breach.

24.5 Guests must not unreasonably prevent essential or emergency access.

25. Damage, loss and breach-related costs

25.1 The Booker and responsible Guest must pay the reasonable costs and losses directly caused by a deliberate act, negligence, misuse or breach of these Terms.

25.2 Recoverable losses may include repair or replacement, specialist cleaning, locksmith or contractor call-outs, pest treatment, rubbish removal, replacement keys, emergency attendance, reasonable compensation or refunds provided to another Guest because of the breach, lost subsequent bookings where the Property could not reasonably be used, and lawful third-party charges directly caused by the breach.

25.3 We will not impose an arbitrary charge merely because a rule has technically been broken. Any sum claimed will be proportionate to the reasonable cost or loss caused.

25.4 Replacement costs will take reasonable account of an item's age and condition where appropriate. Supporting evidence will be provided where reasonably available.

25.5 Nothing prevents us from reporting suspected criminal activity to the police or another competent authority.

26. Serious breach and termination

26.1 We may terminate the Booking and require Guests to leave where reasonably necessary because of a serious or repeated breach.

26.2 Serious breaches include a party or event; materially exceeding occupancy; serious or repeated noise; violence, threats or harassment; criminal activity; deliberate or serious damage; tampering with safety equipment; refusal to remove unauthorised visitors; fraudulent information; conduct creating immediate danger; refusal to complete a disclosed and required identity or security-deposit process; or refusal of essential emergency access.

26.3 Where appropriate, we may give a warning and an opportunity to correct the breach. No warning is required where the breach is sufficiently serious, unlawful or creates an immediate safety, neighbour or property risk.

26.4 Following lawful termination, we may require all Guests and visitors to leave, withdraw entry codes and involve security or police where reasonably necessary.

26.5 Where termination results from a serious Guest breach, no refund will normally be due for unused nights to the extent that we continue to suffer the corresponding loss. We will take reasonable steps to reduce our loss, including rebooking where practicable.

26.6 Termination does not prevent recovery of reasonable damage, cleaning, access or other losses.

27. Cancellation or changes by Minara Stays Ltd

27.1 We may cancel or alter a Booking if the Property becomes unavailable or unsuitable because of serious damage, safety concerns, emergency repairs, utility failure, legal or regulatory restrictions, events outside our reasonable control or a genuine administrative or availability error.

27.2 Where the issue was not caused by the Guest, we will offer suitable alternative accommodation where reasonably possible or a refund for the affected accommodation.

27.3 The Guest is not required to accept substitute accommodation.

27.4 We will not make a material change that leaves the Guest substantially worse off without offering an appropriate alternative or refund. Statutory rights are not limited.

28. Personal belongings, vehicles and parking

28.1 Guests are responsible for their belongings and should secure doors and windows when leaving.

28.2 We are responsible for loss or damage caused by our breach, negligence or failure to use reasonable care, but not for loss caused by the Guest, another Guest or visitor, an unsecured Property or a matter that was not reasonably foreseeable.

28.3 Parking is available only where stated. Vehicles must be parked lawfully and must not obstruct neighbours, pavements, driveways, access routes or emergency services.

29. Our responsibility

29.1 We will provide the accommodation described in the Booking Confirmation with reasonable care and skill.

29.2 We are responsible for foreseeable loss or damage caused by our breach of contract or negligence.

29.3 We are not responsible for loss that was not reasonably foreseeable, was caused by the Booker or Guest, resulted from inaccurate information, constitutes business loss arising from a consumer Booking, or arose from circumstances genuinely outside our reasonable control except where the law provides otherwise.

29.4 Nothing excludes or limits liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of statutory consumer rights or any liability that cannot lawfully be excluded.

30. Complaints and reporting problems

30.1 Guests must report a problem as soon as reasonably possible so that we have a fair opportunity to investigate and remedy it.

30.2 Guests should not wait until after departure to report an issue that could reasonably have been addressed during the stay.

30.3 Complaints should be sent to minarastays1@gmail.com and should include the Booking reference, Guest name, dates, a description, relevant evidence and the outcome requested.

30.4 We will acknowledge and investigate complaints within a reasonable period. Late reporting may affect our ability to verify or remedy an issue but does not remove statutory rights.

31. Personal information, identity verification and privacy

31.1 We process personal information in accordance with our Privacy Policy and applicable data-protection law.

31.2 Information may be used for Bookings, Guest communication, payment, identity and fraud checks, security-deposit administration, security, accommodation services, maintenance, incident management, claims, disputes and legal or regulatory compliance.

31.3 Information may be shared where reasonably necessary with Stripe and other payment providers, Smoobu and other booking-system providers, ChargeAutomation and other guest-verification/security-deposit providers, cleaners, maintenance contractors, security providers, property owners or managers, insurers, professional advisers and public authorities.

31.4 Where identity verification is required, photographic identification and related verification data may be processed through an authorised third-party provider for the purpose of confirming identity, preventing fraud and administering the Booking.

31.5 Our Privacy Policy is available through the Privacy Policy page at minarastays.co.uk.

32. Events outside our reasonable control

32.1 Neither party is responsible for delay or failure caused by an event genuinely outside their reasonable control, except payment obligations already due and responsibilities that cannot lawfully be excluded.

32.2 Such events may include severe weather, flood, fire, major utility disruption, public-health restrictions, government action, civil emergency or serious transport or infrastructure failure.

32.3 The affected party must take reasonable steps to reduce the impact. If the Property cannot be provided, clause 27 applies.

33. Changes to these Terms

33.1 We may update these Terms for future Bookings.

33.2 The version accepted when a Booking was confirmed continues to apply to that Booking.

33.3 We will not materially alter a confirmed Booking without agreement, except where a change is required by law, a reasonable emergency or safety instruction is necessary, or the change does not materially reduce the Guest's contractual rights.

34. Entire agreement and severability

34.1 The agreement consists of these Terms, the Booking Confirmation, Property listing, cancellation policy, House Rules and any written amendment expressly agreed.

34.2 A material amendment must be agreed in writing.

34.3 If any provision is invalid or unenforceable, the remaining provisions continue to apply.

34.4 A delay in enforcing a right does not waive that right.

35. Third-party rights

35.1 Except for Minara Stays Ltd, the Booker and the relevant Guests, no person has a right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999 unless expressly stated otherwise.

35.2 This does not prevent an authorised representative, insurer or lawful assignee from exercising rights where legally permitted.

36. Governing law and jurisdiction

36.1 These Terms are governed by the law of England and Wales.

36.2 The courts of England and Wales have jurisdiction, subject to any mandatory right of a consumer resident elsewhere in the United Kingdom to bring proceedings where they live.