Calendar Management
Cancellation by Host
Cancellation by Guest
Works & Maintenance
Management
Rental Payments
Rental Agreement
Authorities & Consents, Gas Safety Certificates
Disintermediation
Disclaimer
Acceptance
Calendar Management
Hosts are given access to their property's online calendar upon listing with us. If the calendar is showing as “Available” (ie “instant booking”) or if you authorise us to take a booking over dates marked “Enquire” (ie “tentatively available”), this constitutes an offer to let the property over those dates at the agreed prevailing host rental rate and in accordance with any booking conditions relating to party size and ages of children etc.
Please ensure all dates which should not be marketed are marked “Unavailable” to avoid enquirer disappointment, and note that by default your calendar will show as “Enquire”.
If you are unable to make changes to your calendar for whatever reason, please email or call any member of the Ivy team immediately and we will do it for you.
As soon as a guest has paid the applicable booking deposit in respect of a rental, a binding contract is formed between host and guest. Please also see the Rental Agreement (see below).
Cancellation by Host
Once a guest has paid the applicable booking deposit, a legally binding contract is formed between the host and the guest. From this point, all payments made by the guest are non-refundable, and you are committed to proceeding with the booking in accordance with the terms of the Rental Agreement. We will confirm the booking with you by email as soon as the deposit has been received.
If, following this confirmation, you advise that you are unable to proceed with the booking for any reason, or if the property is not, or ceases to be, habitable (as determined by Ivy), you agree to compensate us for any resulting losses. This may include a fee of up to £2,000 plus VAT per booking to cover guest compensation, relocation costs, listing platform penalties, loss of commission, and any servicing costs incurred. Where a guest agrees to cancel without requiring relocation, a standard cancellation fee of £425 plus VAT per booking will apply. All such fees are payable within 14 days of notification of cancellation.
Ivy reserves the right to recover from you any additional losses, costs, compensation, refunds, administrative expenses, or third-party charges reasonably incurred as a result of the cancellation.
You are responsible for ensuring that your calendar is accurate and up to date at all times. Any dates on which your property is unavailable must be clearly marked as such to avoid disruption and potential liability.
Cancellation by Guest
Guests are permitted to cancel their booking within 24 hours of making it.
Subject to the foregoing and unless we can re-let the property, all amounts paid in respect of the booking are non-refundable and hosts will receive the agreed host rental fee in the event of a guest cancellation, or the relevant portion thereof if the guest has not yet paid the total rental fee at the time of cancellation, provided that the property remains available for us to endeavour to re-let over the relevant dates.
To the extent we are able to re-let the property, we will refund the cancelling guest on a pro-rata basis.
Bookings taken through third-party booking platforms are subject to the cancellation terms and any other applicable terms of those platforms.
Ivy is not liable for any rental amounts which have not been paid to us by guests, whether directly or via third-party booking platforms.
Works & Maintenance
Hosts must ensure that the property is maintained in good order and that any planned works, repairs, maintenance or other issues likely to affect a guest’s stay are disclosed to Ivy in advance.
Where Ivy becomes aware of works or maintenance issues that may cause unreasonable disruption to a guest’s stay, we reserve the right to notify the guest, offer compensation where appropriate, or relocate the guest where necessary.
Any costs, losses, compensation, refunds or administrative expenses arising from undisclosed or poorly timed works, maintenance issues or property defects may be charged to the host.
Hosts should use reasonable endeavours to schedule works outside confirmed bookings wherever possible.
Management & Maintenance
It is the Host’s responsibility to ensure that the Property and its appliances, fixtures, fittings, utilities and services are maintained in good working order and are safe, compliant and suitable for guest use.
Where issues arise at the Property, Ivy will use reasonable endeavours to assist in resolving them promptly and efficiently, including by troubleshooting issues directly or arranging maintenance or repair works on the Host’s behalf where appropriate.
If practicable and where timing permits, Ivy will seek to notify the Host in advance and provide the Host with the opportunity to arrange works or appoint contractors directly. However, Ivy reserves the right to act promptly where reasonably necessary in connection with guest welfare, safety, security, operational continuity or the protection of the Property.
Any works, maintenance or services arranged by Ivy are subject to our “Contractors, Maintenance and Third Party Suppliers” terms.
Ivy reserves the right to charge reasonable additional management, administration or coordination fees in relation to maintenance issues, operational disruptions or works falling outside the scope of Ivy’s standard management services.
Rental Payments
Rental payments to hosts are made on the first business Friday following the end of the applicable booking.
For bookings of 4 weeks or longer, we are happy to pay instalments as agreed between us.
Rental Agreement
In respect of each let, you agree, along with the guest in each case, to be bound by the terms of the Rental Agreement.
Authorities & Consents, Gas Safety Certificates
It is the sole responsibility of owners to ensure that they have all authorities, licences, certificates and consents required by law to let their property.
It is also the sole responsibility of owners to obtain a gas safety certificate in respect of gas appliances, as required by the Gas Safety (Installation and Use) Regulations 1998.
Disintermediation
The host agrees to pay to us a fee of 30% plus VAT of rental amounts in respect of all bookings with guests introduced by us but where host and guest have dealt directly with each other and have not engaged the services of Ivy, including extensions of bookings originally managed by Ivy.
Disclaimer
Whilst we are committed to strictly vetting all prospective tenants, the landlord agrees that Ivy Lettings Limited, its officers and employees shall not be liable for any loss, injury or damage suffered in connection with any lettings with tenants introduced by us.
Acceptance
By listing your property with us, you are deemed to agree to and accept the above terms, and those set out in the Rental Agreement as described and referred to above.