Guest Terms of Business

Rental Agreement

By booking with us, you agree to be bound by the terms of our rental agreement and these terms of business. Before booking, please ensure you have read and understood the term of this contract. which can be read here.

Reservation & Payment

Bookings are only secured once the applicable booking deposit has been processed in respect of such booking. We reserve the right to decline any booking on the owner's behalf within 24 hours of the booking being made. All subsequent outstanding amounts due in respect of your booking must be settled by the applicable due date. Failure to do so may lead to the loss of your booking and forfeit of any amounts paid in respect of it. Prior to booking, the guest has sole responsibility for determining the suitability of their rental property for their needs, on the basis of the information provided on the property's description on our website ( By booking with us, you authorise us to charge your card for the rental fee and other services provided to you in relation to your booking.  
Booking Conditions: Party Size, Ages of Party Members etc.

Guests must comply with the booking conditions set out in the property description. We reserve the right to (i) refuse access to the rental property for failure to comply with these conditions and (ii) verify clients' ages on arrival to ensure compliance with the minimum age requirements. If your party size or composition changes between time of booking and arrival, please notify us in advance and settle any associated large party fees that may be incurred as a result. Accommodating a party larger than that notified to us will result in a deduction from your security deposit, and we will not grant access to a property if the party size exceeds the maximum capacity set out in the property description. In all cases if the party size or composition does not comply with the conditions for the rental property and access to the property is denied as a result, you may forfeit all amounts paid in respect of your booking.

Whilst every effort is made to ensure that your stay will be a pleasant one, the nature of London living means we cannot guarantee that maintenance or construction works will not be on going in either nearby properties or streets. Provided we have prior knowledge that any such works will be undertaken at times which might cause unreasonable disturbance to your stay, we will of course notify you in advance and, should you wish, endeavour to either relocate you or offer compensation at the end of your stay following agreement with the relevant property owner.


After you make your booking, you can cancel it within 24 hours and receive a full refund (less an administration fee of £95 + VAT), except if your reservation date is 7 days or fewer from the start of your booking or if your reservation follows a relocation from a reservation in another of our rental properties. Thereafter, all amounts paid in respect of a booking are non-refundable, except in the event that: (i) the property becomes uninhabitable through fire, flooding or other force majeure event, (ii) the rental is unable to proceed following notification by the relevant property owner, such owner being aware of his obligations to let his property once you have paid a deposit in respect of a booking, or (iii) we are able to re-let the property over the applicable dates, subject to a cancellation fee of £425 (+VAT). In the event that both guest and host agree to cancel a booking, the guest will be refunded all amounts paid until that date, subject to a cancellation fee of £425 (+ VAT). We strongly advise clients to take out adequate travel insurance against having to cancel and protect against potential ensuing losses. All payment refunds are subject to processing/transfer fees (these vary according to the method of payment).


Issues During Your Stay
We’ll endeavour to address any material issues with your rental property as soon as practicable following notification to us. If, following such efforts, we then determine that the home is not fit for you to continue staying in, 
we’ll try to relocate you to an appropriate property of equal or higher rental value within our portfolio whilst the home is returned to a habitable condition for you to resume your rental. In the event that we cannot relocate you, we’ll offer you compensation for the affected period, such compensation not to exceed the rental amount paid for the affected period.

Security Deposit

To protect the rental property against damage caused by tenants, we will take a security deposit of £500 (or such other amount as may be applicable to certain properties) from your nominated card one day prior to your arrival date. We reserve the right to refuse access to the rental property if this deposit payment cannot be taken. The security deposit will be refunded within 5 business days of your scheduled departure date (or longer in the event it is necessary to obtain repair quotes) subject to any deductions made in accordance with the rental agreement. 

Bank/Card Charges

We accept no liability for charges levied by your bank or credit/debit card issuer relating to transactions associated with your booking with us. All amounts processed are in GBP and we do not accept any responsibility for fluctuating currencies - any resulting losses or gains are for your account.

Check In/Check Out Times

For information on these and other information, please refer to our Guest Info & FAQs, which also form part of our terms of business where relevant.  


Travel Credit

For terms relating to the use of travel credit issued in respect of cancelled bookings, please visit this page.


Left Items/Deliveries

We accept no liability for any items left in the rental property, or any deliveries. We may be able to assist with mailing these, subject to handling/administrative and courier charges.


By booking with Ivy Lettings Limited (“Ivy”), you agree, to the extent permissible by applicable law, that Ivy, its officers and employees shall not be liable for any loss, injury or damage suffered by you or anyone connected to you in respect of any lettings enquiry or tenancy arranged by us, including any tenancy failing to proceed following payment of a booking deposit, provided such failure does not occur through any act or omission on behalf of Ivy, its officers and employees.

These Terms of Business are subject to change by Ivy Lettings Limited without notice.

Ivy Lettings Limited is a private limited company registered in England & Wales; registration number 6928280.

Country of Merchant Domicile: United Kingdom.

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