1. Booking Contract General

This Booking Agreement is between the Guest and Property Owner and shall bind the Property Owner and the Guest who book our property through one of the Hang My Hat booking channels.

Nothing in this Booking Contract affects your usual statutory rights.

The Booking shall be made and this Booking Contract shall be effective when Hang My Hat, as the booking agent; has received the full amount payable for the Property or the Initial Deposit.

2. Paying for your Booking

Where you have only paid an Initial Deposit, you are required to send to Hang My Hat your payment for the Balance within a certain period prior to the arrival date specified in the email confirmation. If you fail to make the balance payment due to us in full and on time we shall be entitled to treat your Booking as cancelled by you and the Cancellation Policy (as defined below) shall apply.

3. If you cancel or amend your Booking

If you need to cancel or amend your Booking you must contact us as soon as possible.  A cancellation or amendment will not take effect until we receive confirmation from you.  Hang My Hat will refund any amounts due to you in accordance with the agreed Cancellation Policy.

In the event that: any Balance required from you is not paid in accordance with the timeframes set out in the Cancellation Policy; or · you do not arrive at the property within 24 hours of your arrival time without notifying us or the Property Owner, then we shall be entitled to treat your Booking as being cancelled by you and the Cancellation Policy shall apply.

4. If we cancel or amend your Booking

We would not expect to have to make any changes to your Booking once it is agreed, but sometimes problems occur and we do have to make alterations or, very occasionally cancel Bookings. If this does happen, we will contact you as soon as is reasonably practical and inform you of the cancellation or the change to your Booking. If we cancel your Booking, Hang My Hat will refund you any fees you have already paid to Hang My Hat.  However, we will not be liable to refund you for any fees you may have paid to any third party in connection with your holiday (including, without limitation, fees for travel, entertainment, activities or insurance).

5. The Property

You can arrive at the Property after the time specified by us on the Arrival Date for your holiday and you must leave by the time specified by us on the departure date we give you. We will let you know these times in writing in advance of your stay.  If your arrival will be delayed, you must contact the property contact whose details are given on the booking confirmation so that alternative arrangements can be made. If you fail to do so you may not be able to gain access to the Property. If you fail to arrive by midday on the day after the Arrival Date and you do not advise the contact of your anticipated late arrival we may treat the Booking as having been cancelled by you and we shall be under no obligation to refund you via Hang My Hat for fees already paid to us. Please see the Cancellation Policy for further details.

6. Your obligations

You agree to comply with the regulations set out in any property manual at the Property and any other regulations reasonably specified by us or the Property Owner, and to ensure that they are observed by all members of your party.

You agree to keep and leave the Property and the furnishings, including items such as kitchen equipment, crockery and glasses clean and in good condition. 

 You agree not to cause any damage to the walls, doors, windows or any other part of the Property nor to do anything that may be reasonably considered to cause a nuisance or annoyance to us or to any other occupier of adjoining or neighbouring properties.

You agree to take all necessary steps to safeguard your personal property while at the Property.

You agree to ensure that each member of your party is covered by comprehensive travel insurance (including cancellation, flight delays, loss and damage to baggage and other property where applicable) and health insurance (including evacuation and repatriation coverage where applicable).

You cannot allow more people to stay in the Property than expressly authorised, nor can you significantly change the makeup of the party during your stay in the Property.

You cannot take your pet into the Property unless permitted by us in writing in advance. If you do so, we can refuse to hand over the Property to you, or can require you to leave it.

We will treat any of these circumstances as a cancellation of the Booking by you and we shall be under no obligation to refund you for any fees already paid to us in those circumstances. Any refund will be at our sole discretion.

You agree to allow the Property Owners’ access to the Property at any reasonable time during your stay for the purpose of essential repairs, in an emergency or to ensure you are complying with this Booking Contract.

7. Complaints

Every effort has been made to ensure that you have an enjoyable and memorable holiday. If however, you have any cause for complaint it is important that remedial action is taken as soon as possible. It is essential that you contact the Property Owner if any problem arises so that it can be speedily resolved. It is often extremely difficult (and sometimes impossible) to resolve problems properly unless they are promptly notified.

Discussion of any criticisms with us whilst you are in residence at the Property will usually enable any shortcomings to be rectified straightaway. In particular, complaints of a transient nature (for example, regarding preparation or heating of the Property) cannot possibly be investigated unless registered whilst you are in residence at the Property.

8. Limit of Liability

Our maximum liability for losses you suffer as a result of us acting in breach of this Booking Contract is strictly limited to the amounts received by us in relation to your Booking. We shall not be liable for any losses which are not a foreseeable consequence of us breaching this Booking Contract. Losses are foreseeable where they could be contemplated by you and us at the time your Booking is confirmed by us.

Your Booking is made as a consumer for the purpose of a holiday and you acknowledge that we will not be liable for any business losses howsoever suffered or incurred by you.

9. Law and Jurisdiction

This Booking Contract (including any non-contractual obligations arising under or in relation to this Booking Contract) between you and us is governed by the law of England and Wales and we both agree that any dispute, matter or other issue which arises between us will be exclusively dealt with by the Courts of England and Wales.

If at any time any part of this Booking Contract is held to be unenforceable for any reason under any applicable law, that part shall be deemed omitted and the enforceability of the remaining parts shall not in any way be affected by that omission.

This Booking Contract, together with the Cancellation Policy and our confirmation email contain the agreement between the Property Owner and you relating to the Booking and shall supersede any previous agreements, arrangements or discussions between you and us, whether oral or in writing.

We will not be in breach of this Booking Contract, or otherwise liable for any failure or delay in performance, arising from any circumstances beyond our reasonable control including, without limitation, flood, fire, explosion or accident. 


10. Guest Cancellation Policy

If you cancel before paying the balance, or do not pay the balance on time, we shall cancel your Booking and shall not be liable to return your deposit payment or any booking fee you have paid.

Where you cancel the booking, a cancellation charge will be due in respect of our lost costs as follows: 

   10.1 Cancellations notified to us more than 8 weeks (56 days) before the start date of your holiday – full deposit cancellation charge

   10.2 Less than 8 weeks (55-0 days) – total cost cancellation charge​

Any refund due to you will exclude any booking fee paid by you and any processing fee deducted by your payment processor prior to Hang My Hat receiving your payment. 

Refunds are released no later than one business day after your scheduled check-in date.

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