AQ PROPERTY TERMS & CONDITIONS

The terms below apply to your booking if you book from 1st January 2025. 

What these terms cover:  When you make a booking with us via our digital channel (such as our website) or telephone booking service these terms and conditions will apply. When you make a booking on our digital channel you will be asked to click “I accept” and you will not be able to complete your booking if you do not do this; clicking “I accept” confirms that you accept these terms.  For your own benefit and protection, you should read these terms carefully before making a booking.  If you do not understand any point please ask us for further information.

If you have a question in relation to your booking or these terms please visit our website www.aq-property.co.uk and click on the “Contact” link, or email us on info@aq-property.co.uk

We will respond to you as quickly as possible and normally within 2 working days.

General

The terms and conditions of booking your stay with AQ Property Ltd are presented below.

AQ Property Ltd is a company registered in England and Wales under registration number 14195158 at 124 City Road, London, EC1V 2NX. Customers renting the property with AQ Property Ltd are referred to as the “Guests” or the “Guest”.

AQ Property Ltd provides accommodation in two separate ways: as a principal, through rent-to-rent leasing, where AQ Property Ltd enters into direct lease agreements with the Owners and lets the accommodation on to the end user; and as an agent for the owners of the property (hereafter referred to as the “Owners” or the “Owner”). Where an agency relationship exists, the rental arrangements are made on behalf of the Owners for the “Property” stated on the confirmation email of the booking, and the contractual relationship is directly between the Owner and the Guest.

Accessibility

Our company operates in accordance with the Disability Discrimination Act 1995 and the Equality Act 2010 and, as such, we ask all prospective guests to talk to us about any special accommodation requirements prior to their booking.

We will be pleased to discuss our most appropriate accommodation solutions with the aim of making all guests’ stay as comfortable as possible.

 

Booking

All bookings can be placed either through the secure website (www.aq-property.co.uk), by phone +44 (0) 7593179772, or email at info@aq-property.co.uk. Availability seen at the time of sending the email by the Guest cannot be guaranteed as an alternative booking may take place in the meantime.

The Guest placing the booking must be 18 or over years of age on the checking date. Upon booking, the full names, email addresses, telephone numbers and dates of birth of all the guests staying must be supplied to AQ Property Ltd, otherwise a booking would not be taken. If a guest/s arrives at the hotel and is under 18 years of age the guest/s will not be permitted to stay alone.  We may require photo identification (a driver’s licence or passport) as proof of age and if the guest is unable to present this to the satisfaction of the Host, we may terminate your booking without refund.

You must be able to show photo identification (a driver’s licence, passport or national ID card) or the valid credit or debit card used to make your booking if requested by the Host at any time.  If you are unable to produce this to the satisfaction of the Host, we may terminate your booking without refund.

 

Rental Period

Rentals commence at 3.00pm on the day of arrival and end at 10:00am on the day of departure unless different check-in and check-out times have been agreed, in which case the message shall define the rental period. This period is hereafter referred to as the “Rental Period”. The Rental Period dates will be stated on the reservation confirmation provided to the Guest when they book and cannot be exceeded unless AQ Property Ltd gives written approval. The Guest will be liable for any cost, of whatever nature, incurred because of an unauthorised extension.

Arrangements can be made for a later check-in or check-out, but this is subject to prior arrangement and an additional fee. If there is any delay in vacating the property beyond the agreed time a full day’s rental is charged to the Guest.

 

Prices/Fees 

All prices are quoted in UK Pounds Sterling and, unless otherwise specified, the prices quoted include VAT at the prevailing UK rates, if applicable. All prices are based on costs prevailing at the time of quotation and may be subject to change. Unless otherwise specified, the prices quoted for all serviced property include utilities and taxes. Any extra charges are at the management’s discretion.

The earliest possible check-in is 14:00, subject to availability. Please note that check-ins before 14:00 might carry an additional charge of £30.00.

Last check-in for our properties is 23:00. Arrivals after 23:00 may not be granted access to the property and no refunds will be given. Check-in for last-minute bookings is only possible 4 hours after payment has been processed.

Standard check-out time is up to 10:00. A late check-out may be arranged for at an additional cost of £20.00 an hour. If you are late checking out without prior agreement, you will be charged £40.00 an hour.

 

Security Deposit

A Security Deposit of £500.00 is required prior to arrival for each unit booked as advertised at the time of booking. This might be captured as a preauthorisation of funds from your payment card prior to arrival and be auto released 48 hours from departure if no charge against it is made. Should a charge be made, you will be notified of the amount and the reason by e-mail. An additional fee may be charged if house rules are broken or if the damage exceeds the amount held as a pre-authorisation. Please note that funds could take up to 14 working days to show as available again on your card, depending on your card provider’s timescales, and this delay is outside of our control.

The Security Deposit will be kept in full if any of the house rules for the property are broken (including but not limited to no smoking inside the property, no parties, no loud music, no pets), and a partial or full deposit may be kept for any damage caused to the property or its contents.

A deposit may be withheld if refuse is not recycled correctly or not placed in the appropriate bins. If a bin collection date of which the guest has been advised is missed, the deposit may be likewise withheld. Any bank fees transferred with the refund of the Security Deposit will be charged to the guest. If the bank charges exceed the figure that needs to be refunded, that figure shall not be transferred.

 

Payment 

The full price of the booking is due at the time of booking. For bookings through the website, payment must be completed online at the time of booking to secure the reservation. If placed over the phone, the Guest is given 24 hours to pay and submit proof of payment via email to info@aq-property.co.uk. If this is not received on time, AQ Property Ltd reserves the right to cancel the booking and charge the full value of the booking to the Guest.

Any charges raised against AQ Property Ltd by their bank for handling dishonoured cheques or any other payments will be passed on to the Guest, by way of a deduction from the Security Deposit.

Payment for bookings may be made by one of the following methods:

  • Payment by credit/debit card is the preferred option for online bookings placed directly on www.aq-property.co.uk

  • Bank Transfer (BACS) is the preferred payment option for bookings placed over the phone. BACS payments should be made as per the details below:

Cash or cheque payments are not acceptable.

 

The Guest’s Obligations

The Guest has the right to occupy the property for a Rental Period only (within the meaning of schedule 1, Paragraph 9 of the Housing Act 1988.)

By accepting and signing to this Terms and Conditions Guests agree:

  • That in no circumstances should overnight accommodation be provided for guests other than those declared to AQ Property Ltd.

  • To undertake to pay for any losses or damage to the property caused.

  • To take good care of the property and leave it in a clean and tidy condition before leaving.

  • To permit the Owners and AQ Property Ltd reasonable access to the property.

  • That a cot will only be occupied by a child aged 24 months or less. AQ Property Ltd is not responsible for the maintenance of cots. Where cots are requested, the Guest must supply their own linen for the cot.

  • Not to cause an annoyance or become a nuisance to occupants of adjoining premises.

  • Not to be the cause of any noise between 10pm and 7am.

  • Not to smoke in the property or any of the public areas associated with it.

  • Not to bring any pets to the property.

  • To read any safety notices and advice upon arrival in the property.

  • Not to re-let or sublet the property to any other group/party.

  • To only use the property strictly for residential purposes.

  • Not to use the property for parties or gatherings. If, on arrival, it is felt the Guest is intending to use the property for such an event, the Guest will be refused entrance or asked to leave the property with immediate effect.

  • Not to make use of the phone or fax line connected to the property.

  • Not to light any fires or candles in the property.

  • Not to permit any visitors to enter the property.

  • Not to hang or place wet or damp articles of washing upon any room heater.

In the event of breach of these terms and conditions, the Guest will be required to leave the property immediately and no refunds will be offered. Some charges may apply.

The Guest is obliged to provide the full names of any individuals staying at the property, and may be required to present a valid photo ID for each individual at any time upon request by the Owner or the Host. If any individuals other than those declared on the booking occupy the property, the full Security Deposit will be retained and the relevant public authorities informed.

The Guest is responsible for ensuring that the property is not occupied by more people than is stated on the Guest’s booking confirmation email.

AQ Property Ltd reserves the right to refuse admittance to the property, if it feels this condition is likely to be breached. In this case no paid funds will be returned.

In the event of an emergency the guest is asked to:

  • make use of the fire extinguisher if appropriate.

  • leave all belongings and exit swiftly through the main exit, ensuring all individuals require assistance are brought to safety.

  • wait on the main road away from the building and inform emergency services by calling 999 and quoting your location.

  • contact us on 07593179772 in case you need to reach us.

 

Any losses, damage, or any cleaning necessary over and above normal servicing, will be deducted from the Security Deposit. By placing a booking with AQ Property Ltd, the Guest authorises it to deduct payment for these from your Security Deposit.

The Guest is responsible for taking all reasonable care of the property and its contents. The property and all equipment, utensils, furniture, etc. must be left clean and tidy at the end of the Rental Period. No items can be removed from the property.

The Guest will be responsible for making good any damage to the property or its contents, which has occurred due to negligence, wilful damage or irresponsible behaviour on the part of those occupying the property or their guests. Such damage must be reported, without delay to the Host. The cost of the repair or replacement must be agreed with, and paid to, AQ Property Ltd. The Guest is responsible for ensuring that no person staying or visiting the property during the Guest’s stay will suffer anything to be done which would endanger the policy of AQ Property Ltd’s insurers in respect of the property and its contents which might make the same void or voidable.

 

Keys

The loss of a key to a property will be charged at £100. Keys must be returned upon check-out as per the instructions of AQ Property Ltd. If left in a key safe, it is the responsibility of the Guest to ensure the key safe is locked properly. In case of a key not being found in the key safe or designated check-out box following checkout, or if the key safe code has been changed or for another reason the key safe fails to open and AQ Property Ltd or its representative are unable to retrieve the keys or fobs, this will be treated as the Guest having lost the key. Duplication of keys or fobs, and the changing of entry or key safe codes is not permitted. Divulging access arrangements to third parties is not permitted.

 

Facilities & Amenities 

Properties are advertised as providing a number of facilities, and amenities. While every effort is made to this end, the availability and proper functioning of these cannot be guaranteed. AQ Property Ltd is not responsible to provide any refund or alternative provision of said facility or amenity, and no refunds will be offered. All personal belongings and contents left in the property or in the car parks are left at the Guest’s risk. Insurance should be taken by the Guest for these, and any loss or damage to their belongings is the sole responsibility of the Guest.

Vehicles may only be parked in designated areas, with prior booking where necessary. If a vehicle is parked on or in front of an access route to the property without authorisation, failing attempts to contact the Guest, AQ Property Ltd reserves the right to tow the vehicle away.

Internet

No guarantee can be made that the internet service provided will be compatible with your device. No technical support for the connection is available. Functionality of the connection cannot be guaranteed. Should the broadband connection not be functioning for any reason no liability is taken by either the Owner or AQ Property Ltd and they cannot be held liable for any losses resulting from the loss of connection.

The Guest is fully responsible for all internet activity and AQ Property Ltd and Owner hold no responsibility. Any illegal internet activity, e.g. peer-to- peer file sharing, will result in the internet access being closed down for the duration of the Guest’s stay.

The Wi-Fi internet access service is provided to you by AQ Property Ltd.

Wireless internet at AQ Property Ltd properties is free for guests.

We will use our reasonable endeavours to make the internet useable for 24 hours per day, however we will not be liable if for any reason the Service is not available at any time or for any period. The Service is intended to allow you to access the internet for legitimate purposes only.

 

Linen 

All linen and towels for beds are included and changed prior to the Guest’s stay. If the booking exceeds 7 nights, a linen and towel change will be provided free of charge, upon a request. If more frequent changes are required, linen and towel changes are available at 10 GBP per guest.

 

Cleaning 

The property will have been cleaned by a professional cleaning company prior to the Guest’s arrival. The Guest undertakes to notify AQ Property Ltd at their earliest convenience should they notice inadequate cleaning, so AQ Property Ltd can endeavour to rectify the situation. If the booking exceeds 7 nights, a full clean will be provided free of charge. If more frequent changes are required, cleans are charged at 10 GBP per hour. The Guest is asked to leave the property in a clean condition, ensuring that all used dishes are cleaned or where available loaded in the dishwasher and the dishwasher is turned on prior to departure.

 

Personal property

The Owner and AQ Property Ltd hold no liability for personal property belonging to the guests left at the property during their stay. Any personal property left in the property after the agreed check-out time, may be moved, removed and/or disposed of by AQ Property Ltd.

 

Changes to Booking 

  • Cancellation by the Guest

AQ Property Ltd shall not refund any monies as a result of a cancellation within 30 calendar days prior to arrival. No-shows and arrivals past midnight on the date of the reservation are treated as guest cancellations and no refunds will be made. AQ Property Ltd strongly recommends that all clients obtain appropriate travel and personal insurance cover to cover these charges in the event of a cancellation.

Should AQ Property Ltd have agreed to a flexible cancellation policy on a specific booking, in case of early termination, a higher nightly rate of up to 200% of the original price may be applied retrospectively.

  • Cancellation by AQ Property Ltd

If AQ Property Ltd cannot honour the booking at the property initially booked, the booking will be relocated to an alternative property at the same rate as initially booked.

In exceptional circumstances AQ Property Ltd may find it necessary to cancel the Guest’s booking and reserves the right to do so at any point. AQ Property Ltd shall make all reasonable efforts to offer a suitable alternative. If this is declared not acceptable by the Guest within 24 hours of them being notified of the change of property, and assuming the cancellation is not as a result of events beyond AQ Property Ltd’s reasonable control, which shall include but not be limited to events such as war, civil strife, terrorist activity, labour disputes, natural or man-made disaster, fire, flood, and adverse weather conditions, AQ Property Ltd will refund any sum paid by the Guest if cancelled prior to the reservation, or a refund of the remainder of the nights booked if the Guest has already checked-in, which shall constitute full and final settlement of any liability the owner or AQ Property Ltd may have to the Guest as a result of such a cancellation. This does not affect the Guest’s statutory rights. More specifically, nothing in these conditions shall restrict AQ Property Ltd’s liability for death or personal injury caused by AQ Property Ltd’s negligence, or for fraudulent misrepresentation.

  • Termination by AQ Property Ltd

AQ Property Ltd has the right to terminate a booking at any time on the grounds of abuse to staff, mistreatment of the property, or criminal activity on the part of the Guest. Any sign of smoking inside of the property, will result in immediate termination of the booking, no refund being offered.

 

Other Matters

  • Information

AQ Property Ltd reserves the right to amend prices quoted, due to errors or omissions. While every endeavour is made to portray a true representation of the properties, no guarantee can be given to the accuracy of the photographs or descriptions.

All information supplied by AQ Property Ltd is given in good faith and is based on information available at the time. All reasonable measures have been taken to ensure the accuracy of any statement made either in writing or otherwise, but AQ Property Ltd is not liable for any variation however caused.

  • Injury or Loss

AQ Property Ltd cannot be held responsible for any personal injury, loss or damage to personal effects howsoever arising at the accommodation. Neither the Owner, nor AQ Property Ltd or its representatives, can be held responsible for any circumstances beyond AQ Property Ltd’s control including, but not limited to, mechanical breakdown, illness, or failure of any public service supply. AQ Property Ltd will not be held responsible for any death or personal injury incurred during any stay at the property save insofar as the same arose through any act or omission by AQ Property Ltd.

  • Complaints

Any complaints about the property, its contents, or AQ Property Ltd’s staff must be made aware immediately by both of the channels below:

  1. in writing to the Registered Address;

  2. via phone +44 (0) 7593179772, or email at info@aq-property.co.uk.

 

All complaints must be notified to AQ Property Ltd as soon as reasonably practicable, as AQ Property Ltd may be required to carry out an on-the-spot investigation and if necessary, request the Owner to take remedial action. Should you have a complaint, please allow AQ Property Ltd or the Host the opportunity to put matters right during the Rental Period.

AQ Property Ltd will take all reasonable steps to settle the problem. AQ Property Ltd shall not have any liability for any complaint submitted after the completion of the rental period. Our Alternative Dispute Resolution (ADR) provider is Property Redress (https://www.theprs.co.uk/).

Complaints that have not been resolved by AQ Property Ltd by following the in-house complaints procedure can be further escalated to Property Redress.

  • Force Majeure

AQ Property Ltd will not be liable for any delay, loss, damage, or expense incurred if the Guest’s booking needs to be altered or cancelled or AQ Property Ltd is unable to perform its contractual obligations as a result of events beyond its reasonable control, which shall include but not be limited to events such as war, civil strife, terrorist activity, labour disputes, natural or man-made disaster, fire, flood, and adverse weather conditions.

  • Right of Access

AQ Property Ltd’s representatives and subcontractors have the right of access to the property at any time, with due regard to the convenience of the Guest, for the purpose of inspection of the property and for the Owners to carry out any essential repair or maintenance work.

  • Security of Tenure

As the property is used as a serviced Rental Period accommodation it is exempt from security of tenure under the Rent Act. No rights of tenancy are created for the Guest(s) after the term of this agreement expires, which coincides with the published check-out time and which is included by default in the Guest’s booking request.

  • Insurance

It is recommended that personal insurance be taken out against cancellation and loss of goods. It is further strongly advised that personal accident and medical insurance is also taken out.

  • Privacy and Data Protection

AQ Property Ltd takes the Guest’s privacy and confidentiality seriously.

AQ Property Ltd collects: (a) information necessary to process the Guest’s booking; and (b) information derived from “cookies”. AQ Property Ltd uses cookies to monitor site usage and related information. AQ Property Ltd will try to keep the Guest’s data up-to-date and accurate but AQ Property Ltd provides no warranty or guarantee and bear no liability to the Guest in the event that any data transmission over the internet is not completely accurate or secure. AQ Property Ltd may use the Guest’s information to help improve AQ Property Ltd’s website and AQ Property Ltd’s service, to personalise the types of information the Guest’s receive from us, as well as for internal statistical, marketing and administrative reasons. AQ Property Ltd does not share this information with outside parties except to the extent necessary to process the Guest’s booking. By using this website and supplying AQ Property Ltd with the Guest’s information, the Guest consents to use by AQ Property Ltd of the Guest’s information as described above.

  • Liability

AQ Property Ltd does not accept liability for any act, neglect or default on the part of the Owners or any other person, nor for any accident, damage, loss, injury, expense or inconvenience whether to person or property, which the Guests or anyone connected with the Rental Period may incur.

AQ Property Ltd nor Owners are not and shall not be held responsible for any maintenance / building works taking place outside of the rental property.

  • Authority to Sign

The person who places the booking certifies that he or she is authorised to agree the Terms and Conditions on behalf of all persons being booked for, including those substituted or included at a later date, and that all these shall likewise observe the Terms and Conditions. He or she agrees to take responsibility for the party occupying the property. In this sense, references to the Guest apply to all the occupants of the property.

By placing a booking, the Guest is deemed to have accepted these Terms and Conditions. Payment of the full charge also indicates acceptance of these terms and conditions.

  • Disclaimer

All properties are used at your own risk. At properties where there is a balcony or elevated terrace, this is used at your own risk. Parents should ensure that their children are supervised in such areas at all times.

  • Governing Law & Jurisdiction

The validity, construction and performance of this Agreement shall be governed by English Law. The Guests submit to the exclusive jurisdiction of the English Courts.

In the event that a court finds that a condition in these Booking Conditions is illegal or void, the illegal or void provision will be severed from the remainder of the Booking Conditions, which will continue to be valid and have full force and effect.

  • Litigation

In the event of any litigation arising from the booking of accommodation with us, the Courts in England shall have sole jurisdiction on such matters and English law prevalent at the time shall be applied at the time.