Booking terms

Hosted by Oak is a trading name of Oak Properties & Investments Limited, registered in England and Wales (company number 17337337), with its registered office at 23 Cranbrook Lane, London, N11 1PH. We manage the homes listed on our website on behalf of their owners.

In these terms, "we", "us" and "our" mean Hosted by Oak. "You" means the person who makes the booking, who is responsible for everyone staying under it. "The home" means the property you've booked, including its contents, parking and any outside space.

• Your booking is confirmed once you've paid and received a confirmation email from us.
• You must be at least 18 to book, and you must be staying in the home yourself unless you're booking on behalf of a company or another guest.
• The price you see when you book includes the nightly rate, the cleaning fee and any taxes. There are no hidden booking fees.
• For stays of less than 28 nights, full payment is taken when you book.
• Payments are processed securely by Stripe through our booking system. We never see or store your full card details.
• Company bookings can be paid by invoice if we've agreed this in writing before you book.
• We may ask for photo ID before check in, to confirm who is staying. If you don't provide it, we may cancel the booking and refund you in full.

If you cancel

• 14 days or more before check in – full refund.
• 7 to 13 days before check in – 50% refund.
• Less than 7 days before check in – no refund.
• If you leave early – no refund for unused nights, unless we agree otherwise in writing.

To cancel, email stay@oak-properties.com. The date we receive your email is the date of cancellation. Refunds are made to your original payment method within 10 working days.

Because your booking is for accommodation on specific dates, the 14 day cooling off period under consumer law doesn't apply. We recommend travel insurance in case you need to cancel.

Changing your dates

Message us and we'll do our best to move your booking. Any change depends on availability, and the price may change.

If we have to cancel

In the rare case we need to cancel, for example because the home becomes unusable, we'll give you a full refund and try to help you find somewhere else to stay. We're not responsible for other costs, such as travel you've already booked.

• Check in is from 3pm and check out is by 11am, unless we've agreed different times with you.
• Your check in details, including how to get in, are sent before you arrive. Please keep door codes private.
• Early check in or late check out may be possible if the home is free. Just ask, and please don't arrive early or stay late without confirming with us first.
• If you stay past check out without agreement, we may charge for the extra time, including any cost of delaying or moving the next guest.
• Before you leave, please load the dishwasher or wash up, take your rubbish out to the bins and leave the keys or close the door as instructed.

Our homes are in residential buildings and streets, so please treat them as you would your own home and respect the neighbours.

• Guests – only the people named on the booking may stay, up to the maximum shown on the listing. Visitors are welcome during the day but may not stay overnight without our agreement.
• No parties or events – of any size.
• Quiet hours – please keep noise down between 10pm and 8am.
• No smoking or vaping – anywhere inside the home, including e-cigarettes.
• No pets – unless we've agreed this in writing before your stay.
• No subletting – you may not rent the home, or any part of it, to anyone else.
• Commercial use – working from the home is fine, but photo shoots, filming or meetings with clients need our agreement first.
• Parking – where a home has parking, please use only the space provided.
• Look after the home – let us know straight away about any damage, breakages or problems.

If these rules are seriously or repeatedly broken, we may ask you to leave without a refund.

• You're responsible for any damage, loss or extra cleaning caused during your stay by you or anyone staying or visiting under your booking, beyond normal wear and tear.
• If we find damage, we'll tell you within 48 hours of check out, with photos and the cost of repair or replacement.
• We may charge your card for the cost, and you agree to pay any amount it doesn't cover.
• Smoking inside, bringing pets without agreement or lost keys may lead to an extra charge for specialist cleaning or replacement.

These extra terms apply to stays of 28 nights or more.

• This is a licence, not a tenancy. You're staying in serviced accommodation on a licence to occupy for a fixed period. It does not create a tenancy and does not give you the rights of a tenant. We keep access to the home for cleaning, maintenance and inspections.
• Maximum length – a single booking can be up to 3 months. Longer stays need our agreement in writing, which may be on a separate agreement.
• Payment – the first month is paid when you book. After that, each month is paid in advance, no later than 7 days before it starts. If a payment is missed, we may end the stay after giving you 7 days' notice.
• Cancellation – if you cancel before check in, section 3 applies. Once your stay has started, you can end it early by giving us 14 days' notice by email. You'll pay for the nights up to the end of the notice period, and we'll refund anything you've paid beyond that.
• Cleaning – mid stay cleans with fresh linen and towels can be arranged on longer stays. We'll confirm how often and any cost when you book.
• Access – we'll give you at least 24 hours' notice before visiting for cleaning, maintenance or an inspection, except in an emergency.
• Bills – utilities, wifi and council tax are included in the price. We may ask you to cover unusually high energy use, but we'll always discuss it with you first.
• Post – you may not use the home as a registered address for a business or as your permanent address.

• We'll make sure the home is clean, safe and as described on the listing when you arrive.
• If something breaks or stops working during your stay, we'll aim to fix it as quickly as we reasonably can.
• We're not responsible for your personal belongings, so please don't leave valuables unattended. We recommend you have your own travel or contents insurance.
• We're not liable for problems outside our control, such as power cuts, roadworks, building works nearby or severe weather.
• We're not liable for indirect losses, such as lost earnings or missed travel.
• Our total liability to you for any booking is limited to the amount you paid for it.
• Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn't allow us to limit. Your legal rights as a consumer are not affected.

• If anything isn't right during your stay, message us straight away on 07435 737535 or at stay@oak-properties.com, so we can put it right while you're there. We can't fix what we don't know about.
• If you're unhappy with how we've dealt with something, email us within 14 days of check out with the details and any photos. We'll reply within 7 days.
• Refunds or partial refunds for problems during a stay are at our discretion and depend on the problem being reported to us during the stay.

• How we use your personal information is explained in our privacy policy.
• We may update these terms from time to time. The terms that apply to your booking are the ones on our website when you booked.
• If any part of these terms can't be enforced, the rest still applies.
• These terms are governed by the law of England and Wales, and any dispute will be dealt with by the courts of England and Wales.
• Questions about these terms: stay@oak-properties.com or 07435 737535.