Welcome to Week2Week! We’re delighted to have you here and appreciate your interest in our services. To help you understand how we operate and what to expect, we’ve put together these terms and conditions. We know that legal documents can sometimes be a bit overwhelming, so we’ve tried to keep things as clear and straightforward as possible. If you have any questions or if there’s something you don’t quite understand, please don’t hesitate to reach out to us. We’re here to help and want to make sure you have a great experience with us. Thanks for choosing Week2Week.
This contract sets out the terms upon which Week2Week Serviced Apartments Limited (“us”, “our”, “we”) will provide a property to you as set out on the booking form (“Accommodation”). This contract is between the person who is set out in the booking form (“you”, “your”) and Week2Week. Week2Week is the trading name of Week2Week Serviced Apartments Limited company number 7410985.
This is a personal arrangement. It is personal to you and cannot be transferred to anyone else. We are giving you the right to share with us the use of the Accommodation on these terms.
THIS AGREEMENT DOES NOT CREATE ANY TENANCY LEASEHOLD ESTATE OR OTHER REAL PROPERTY INTEREST IN YOUR FAVOUR WITH RESPECT TO THE ACCOMODATION.
We are not a landlord, we are a short stay accommodation provider, and by entering into this Agreement you acknowledge and agree that no tenancy or lease is created by virtue of any booking.
If you are a business customer, you acknowledge that you have not relied on any statement, promise, representation, assurance or warranty made or given by us or on our behalf which is not set out in these terms and that you have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this Contract.
We do not give business customers all the same rights as consumers. For example, business customers may not be able to cancel their booking, they have different rights where there is a problem and we do not compensate them in the same way for losses caused by us or our services. Where a term applies just to businesses or just to consumers, this is clearly stated. You are a business customer if you are making a booking wholly or mainly in the course of or for use in connection with your trade, business, craft or profession, even if you are an individual.
If you are a business customer, the limitations and exclusions of liability set out in clause 16.4 apply to you and your booking for Accommodation and you should read that clause carefully before entering into this Agreement. If you are acting as a consumer when entering into this Agreement, the limitations and exclusions do not apply to you and you remain entitled to all your statutory rights.
We amend these terms from time to time. Every time you wish to use our site or book Accommodation, please check these terms to ensure you understand the terms that apply at the time you enter into an agreement with us. These terms were most recently updated on 27 April 2026.
- BOOKING CONFIRMATION
1.1 You can book your Accommodation via our website, via telephone or via email. If you are booking:
1.1.1 by telephone, you must provide the Deposit or the Total Charge in accordance with clause 2.2;
1.1.2 via our website or via email, you must provide the Deposit or the Total Charge in accordance with clause 2.2, and your order shall be accepted when you receive a receipt or a confirmation by email.
1.2 Sometimes we reject bookings, we will contact you to reject the booking and refund any Deposit or other payment you made in advance for the booking we have rejected. Please note that other terms apply where you wish to cancel a booking, as set out in clause 8.
- PAYMENT
2.1 Charges and the accommodation unit and dates of your booking are as set out in the booking form. To reserve Accommodation with us we require 30% deposit (“Deposit”) of the total charge due (“Total Charge”). This Deposit secures you the Accommodation at the time of booking for the length of time set out in the booking form. The Deposit is not refundable unless we decide to reject your booking for any reason other than for your breach of this Agreement.
2.2 The balance due for the Accommodation must be paid no later than fourteen (14) days prior to your arrival unless otherwise agreed in writing. For bookings made within 14 days of arrival, full payment, by cleared funds, is required at the time of booking.
2.3 We accept the following payment methods:
2.3.1 Credit/Debit Card: Visa, MasterCard, & American Express. Please note that we will charge a booking fee of 3.5% in addition to the Total Charge;
2.3.2 Bank Transfer in Pounds sterling. Bank details available on request.
2.4 If we do not receive payment of the Deposit or Total Charge (as applicable) in accordance with clause 2.2, this will amount to a breach of this Agreement by you and we reserve the right to cancel any booking made and any Deposit paid will be forfeit.
2.5 If you are a business customer you must pay all amounts due to us under these terms in full without any set-off, counterclaim, deduction or withholding (other than any deduction or withholding of tax as required by law).
2.6 If we’re unable to collect any payment you owe us we charge interest on the overdue amount at the rate of 3% a year above the Bank of England base rate from time to time. This interest accrues on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You pay us the interest together with any overdue amount.
- BOOKING EXTENSIONS
3.1 There is no automatic right to extend or renew a booking. While we may use reasonable endeavours to accommodate extension requests (including, where necessary, in an alternative property), we do not guarantee continuity of occupation of the same Accommodation for longer than the original agreed booking duration.
3.2 Should you wish to extend your stay at the Accommodation, you are required to give us 14 days’ notice of such request. Failure to do so may result in your apartment being released for another reservation. While every effort will be made to accommodate your request, including in an alternative property, extensions of current reservations are subject to availability and rate change.
3.3 Where notice of intention to extend your stay has been given, we reserve the right to take all additional payments and charges from any credit/debit card used to make the original booking. Where payment has been made by bank transfer, an invoice for the requested extended period will be sent to the billing address provided at the time of booking and payment must be made by return.
3.4 Stays exceeding sixty (60) consecutive days are subject to mandatory review and prior written approval. We reserve the right, at any time, to:
3.4.1 decline any request to extend a stay beyond sixty (60) days;
3.4.2 request additional information regarding the purpose and nature of the stay; and
3.4.3 require completion of compliance, identity, or eligibility checks as a condition of approval.
3.5 All booking extensions are granted for fixed periods only. Any extension, renewal, or continuation of a stay (whether in the same or an alternative property) shall constitute a new booking on revised terms and does not create or imply any right to continuous occupation, security of tenure, or statutory residential rights.
3.6 We may, as a condition of any extension or renewal, require you to vacate the Accommodation at the end of the original booking period and re-check-in, and/or relocate to an alternative property.
3.7 Nothing in this Agreement, nor the duration of any stay or series of stays, shall be construed as creating a tenancy, lease, periodic tenancy or any other form of residential occupation.
- ACCOMMODATION
4.1 Although accommodation and location are confirmed in advance, the exact apartment cannot be guaranteed prior to arrival. You will only have the right to occupy the Accommodation for the time specified. You are only granted a licence to occupy the Accommodation, it does not create a tenancy, and this Agreement gives you no other rights either express or implied to the Accommodation. No exclusive possession is granted, and we retain control and management of the Accommodation at all times. We can therefore allocate a similar apartment if for whatever reason the accommodation you have booked is not available on the day of arrival.
4.2 The Accommodation is provided as temporary accommodation only and must not be used as your sole or primary residence. You confirm that you maintain a permanent address elsewhere and that your stay is for a temporary purpose such as business travel, relocation transition, holiday accommodation, insurance stay or similar.
- OCCUPANCY
5.1 The number of people permitted to occupy each apartment is limited to the number of beds. In some apartments extra sleeping accommodation can be arranged. If the number of people permitted to occupy an apartment is exceeded, we reserve the right to charge for additional guests or additional guests will have to vacate the apartment.
- DUTY OF CARE / RESPONSIBILITY
6.1 It is the responsibility of the guest to ensure they are respectful to other occupants and other persons within the building in which they are staying. Guests must also ensure noise levels are restricted. Reports that you are causing excess noise or any other form of nuisance will result in automatic immediate termination of the Accommodation and this Agreement and you will be required to vacate the Accommodation immediately.
6.2 Guests have a responsibility and duty of care to ensure damage is not inflicted on other people, the property or its contents. Any damage will be charged to the guest using the debit/credit card provided to us at the time of booking/occupation. We shall use reasonable endeavours to provide you with receipts for any remedial work completed.
- ARRIVALS AND DEPARTURES
7.1 Guests can check in to their apartment from 3 pm on the day of arrival. On arrival you will be asked to check the Accommodation and accept your stay. You must inform us immediately of any concerns or complaints about the Accommodation at check-in. Check out is at 10 am on the day of departure Monday to Saturday and 11am on Sundays. Please note you will be charged £40.00 per hour for every hour or part hour that you overstay the time of departure. Key collection and return details will be provided prior to check-in date.
- BOOKING AMENDMENTS & CANCELLATIONS
8.1 If you wish to cancel or amend your booking, we shall use reasonable endeavours to accommodate your request. All amendment requests must be confirmed in writing and are subject to availability.
All cancellation requests must be confirmed in writing giving at least, 24 hours notice prior to the commencement of your stay, or 7 days notice if after the commencement of your stay. Refunds are contingent on the Accommodation being rebooked for another reservation by us. If we cannot rebook the Accommodation with another guest you may not receive a refund. Even if we do refund you some or all of the Charges, you will, be obliged to pay any additional expenses reasonably incurred as a result of the amendment. In addition, we reserve the right to charge an amendment fee of £50 plus VAT to cover the necessary administrative costs incurred, which will be charged in accordance with clause 2.3.
8.2 If you cancel your booking with less notice than required in clause 8.1, and we are unable to rebook the Accommodation for another reservation, we may retain the Total Charge in respect of that booking.
8.3 Depending on the reasons for your alteration, you may be able to reclaim cancellation charges from your insurance company if you have taken out travel insurance. We recommend that clients purchase adequate booking and travel insurance.
- Refunds
9.1 Please note that all refunds (if any) will be made back on to the debit or credit card or to the bank account from which payment was made. No other form of refund will be provided. Refunds will usually take between 3 to 5 working days to reach your bank (excluding Bank Holidays and weekends). Refunds will only be made once all keys and car parking passes have been returned to us.
- Early Departures
10.1 In the event that a guest needs to check out prior to the agreed departure date, we may refund accommodation charges for the remainder of the stay. However, any refund will be subject to the apartment being rebooked for another reservation and will be subject to a cancellation charge of £50.00 plus VAT. If the Accommodation is not rebooked by another guest, we will not refund you the accommodation charges for the remainder of the stay.
- Inventory / Property Care
11.1 Valid credit card details of a nominated guest staying in the Accommodation are required to cover any damage in the apartment or to its contents or associated property (such as buildings and parking areas) during the stay.
11.2 We reserve the right to deduct from such card all amounts chargeable in accordance with clause 11.1. In the event that payment is declined or no card details are provided, we reserve the right to charge the company or individual who made the booking at the address provided. You must pay this invoice within 7 days of issue.
- ADDITIONAL CHARGES
12.1 Internet: Broadband is available free in all apartment locations. Pass codes will be provided on check in. However, we will not be responsible for any fault associated with the user’s hardware or software, no support will be available and we will not provide compensation in any form for its unavailability due to any cause or its failure due to any technical or user error. We cannot guarantee their use and will not be responsible for their failure to work nor will we provide any form of compensation for lack of internet availability during part or all of your booking. Our assistance in respect of any problems will be limited to our contacting the service provider and only during office hours i.e. between 9.30 a.m. to 6 p.m Monday to Friday (excluding bank holidays) and lack of internet will not be considered an emergency.
12.2 Additional Chargeable Services: Are as provided and advertised at the individual apartment location. Details of additional services are available on request. The cost of any such services is payable directly to the service provider. If you fail to pay, we reserve the right to charge all such costs to the credit card details we hold for you or to otherwise charge you for any amounts you owe in respect of additional services.
12.3 Cleaning: We expect the apartments to be left in the same condition as they were found, on departure. If, at our discretion, additional cleaning is required on departure, the cost of this cleaning will be an additional charge which will be dependent on the condition of the apartment.
12.4 Smoking: Smoking is prohibited in all apartments and communal areas. Anyone found to be smoking or if there is evidence of smoking in the apartments or communal areas, shall be subject to a £350.00 charge to cover the additional costs of cleaning, freshening and airing the Apartment and other affected areas over a 24 hour period. Any damages caused will be charged for in addition to this fee.
12.5 Excessive use of Utilities: Please note that if, in our reasonable opinion, the use of water, gas and electricity or telecommunications has been abused, an additional charge will be made. The heating and hot water in all apartments are pre programmed for your convenience and comfort. Should you override this, an additional cost may be incurred.
12.6 Damage: A refundable damage deposit of £300.00 is due before arrival. This will be refunded following our departure report after checkout provided there has not been any damage caused at the property. Damage to the apartment must be paid in full by the guest. In the event of any breakages, damage or extra cleaning required after the guest vacates, we will notify the booker and or/guest, providing a detailed breakdown of the issues and the cost of rectifying them. Photographic evidence will also be supplied to the guest where possible. You shall indemnify us for all loss and damage caused at or to the Accommodation by you or anyone staying at or vising the Accommodation during your booking, you agree to pay all such amounts immediately upon demand.
Inventories and condition reports can be provided on request for an additional charge at the beginning and at the end of the accommodation period if required.
12.7 Keys: We will issue the guest with one set of keys. Additional sets can be supplied subject to availability and the request must be made 14 days in advance of arrival. However, if the issued keys are not returned on departure we reserve the right to charge the guest or booker for the replacement of keys or changing the locks. The cost of replacement keys will be £75.00 plus VAT and £100.00 plus VAT for garage fobs. The cost for replacing the locks will be no less than £100.00 plus VAT whichever we deem the quickest/most appropriate way of gaining access to the apartment. In such event, we also reserve the right to charge the guest for further nights stay should it be the case that we are unable to gain access to the apartment and release it for another reservation . If between the hours of 18:00 and 09:30 a guest locks themselves out of the property and requires assistance to re-enter, we reserve the right to charge £50 plus VAT call out charge in addition to the charge for lost keys in accordance with this clause 12.7.
12.8 Parking Pass: We will issue the guest with a parking pass (for those apartments with parking included and which require permits) which must be left in the apartment upon departure. Failure to return the pass will result in a replacement charge of £50.00 + vat.
12.9 Call Outs: If the emergency call out number (given at the property) is used to call out our staff between the hours of 18:00 and 09:30 for any purpose other than an emergency, we reserve the right to charge the booker or guest a call out fee of £50 plus VAT.
- LOST PROPERTY
13.1 Any items left in the apartment will be kept for 1 month after the departure date. If you contact us and pay for all associated postage and insurance within a month of your departure, we will return your lost property to you. After that date we reserve the right to dispose of the property as we see fit.
- RATES
14.1 All rates quoted are based on the rates prevailing at the time that a booking is confirmed. Once a booking has been confirmed we will not change the rate quoted unless you change the booking. VAT is charged at the rate in force at the time of invoicing. Any amounts payable in a currency other than GBP may be affected by currency exchange rates or charges applied by banks or payment providers. Rates applicable to future bookings may be changed without notice..
- LIABILITY
15.1 We shall not be held responsible in any way for loss of or damage to any personal belongings at the property locations. We cannot be held liable for acts or defaults of third parties. You are advised to obtain your own insurance policies cover for loss or damage to personal property during your stay. Guests are advised to take out adequate travel and personal insurance.
15.2 Losses we never limit or exclude: Nothing in this contract seeks to exclude our liability for death and personal injury caused by our negligence, for fraud or fraudulent misrepresentation or any other liability not excludable under the laws of England and Wales.
15.3 Limits and exclusions applicable to business customers only: If you are a consumer, the following limitations and exclusions do not apply to you and you remain entitled to all your statutory rights. If you are a business customer, the following limitations and exclusions apply. If you’re a business, then, except in respect of the losses described in clause 15.2 (Losses we never limit or exclude):
15.3.1 we shall not be liable to you, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, loss of anticipated savings, loss of goodwill, loss of contracts, loss of business or any indirect or consequential loss arising under or in connection with any contract between us; and
15.3.2 our total liability to you for all other losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to 150% (one hundred and fifty per cent) of the total sums paid by you pursuant to this Agreement.
15.4 We do not compensate you for all losses caused by us or our services: Our liability to consumers. We’re responsible for losses you suffer caused by us breaking this Agreement unless the loss is:
15.4.1 Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your order meant we should have expected it (so, in the law, the loss was unforeseeable).
15.4.2 Caused by a delaying event outside our control. As long as we have taken the steps set out in the section entitled “We’re not responsible for delays outside our control”.
15.4.3 Avoidable. Something you could have avoided by taking reasonable action. For example, damage which you could have avoided by following our advice or instructions
15.4.4 A business loss. Our liability for any loss you suffer in connection with your trade, business, craft or profession is limited, as described in clause 15.3.
15.5 No implied terms. Except to the extent expressly stated in this Agreement, if you are a business, we exclude all terms implied by statute, common law or course of dealing.
15.6 If you are a business, these terms and the accommodation booking form set out the full terms of this Agreement to the exclusion of all other terms you may seek to impose whether before or after making your booking.
- ACCESS TO PROPERTIES
16.1 In addition to the regular cleaning and linen changes, we on occasion may need to access the property in which you are staying, for example in an emergency or to carry out necessary repairs, remedial works or health and safety checks on the Accommodation or its contents. We reserve the right to gain access to all properties at all times. We will, wherever possible, endeavour to give guests as much notice as possible prior to entering the apartment whilst we maintain and retain the right to access the Accommodation at all reasonable times for inspection, servicing, maintenance and compliance purposes.
- 17. PETS
17.1 Bringing Your Pets:
17.1.1 If allowed in the apartment, you may bring up to two well-behaved dogs per accommodation that is stated at the time of booking as welcoming dogs.
17.1.2 For everyone’s comfort and safety, we accept dogs up to 25 kg. If your dog is bigger, please let us know at the time of making your booking and we will confirm whether or not we can accommodate your dog. We cannot accommodate any dangerous, badly behaved or noisy dogs.
17.1.3 If you have any other pets you wish to bring, you must inform us prior to or at the time of booking and await confirmation of acceptance in regard to such pets.
17.2 Deposit:
17.2.1 Upon arrival, we’ll ask for a refundable deposit of £300.00 per dog/and or pet, per stay.
17.2.2 Rest assured, if you leave the property as you found it, your deposit will be fully refunded after a departure check.
17.2.3 Any extra cleaning or damages will be taken care of, with the balance returned to you after a small administration fee of £50.00 + vat.
17.3 Duties:
17.3.1 Please ensure pets are well-behaved, keeping noise levels in check, and not causing any damage. Ensure your dog is kept under close control and supervision at all times.
17.3.2 Remember to clean up after your dog both inside and outside the accommodation. Waste bags and dog bowls are available for a small fee.
17.3.3 For the comfort of all guests, dogs aren’t allowed in bedrooms or on furniture.
17.3.4 Dogs must not be left unattended inside or outside the property.
17.3.5 Dog owners must ensure that their dogs are free from parasites and fleas and are not carrying any communicable diseases before their stay.
17.4 OUR PROMISE:
17.4.1 We’re committed to providing a safe and welcoming environment for everyone. That’s why we reserve the right to refuse accommodation to any pets that might pose a risk. We reserve the right to require you to remove your pet from the Accommodation.
- COMPLAINTS
18.1 We make every effort to ensure guests have an enjoyable stay. In the event that you are not entirely satisfied with the service offered, you should notify us as soon as possible. In the first instance please notify the Week2Week team.
- SERVICES
19.1 We cannot be held responsible for any failure or interruption of services to the apartment, including internet, gas, electricity and water or any damage, disruption or noise caused as a result of repair works being carried out in another part of the property or development.
- RESTRICTIONS
20.1 There are a number of restrictions at certain apartments. Full details are available on request. Should guests be in breach of these terms and conditions, we reserve the right to request that guests vacate the apartment within 24 hours.
- VARIATION
21.1 It is expressly agreed that no variation of this Agreement shall be affective unless in writing and signed by a duly authorised signatory of both parties.
22.WE ARE NOT RESPONSIBLE FOR DELAYS OUTSIDE OUR CONTROL
22.1 If our performance of services or provision of Accommodation is delayed or prevented by any event outside our control, including (without limitation) “Act of God”, extreme weather, fire, flood, strike, protests, outbreak of disease, terrorism, governmental action or order, regulatory changes, outbreak of war or hostilities, we contact you as soon as possible to let you know and do what we can to reduce the delay. As long as we do this, we won’t compensate you for the delay or cancel your booking for Accommodation, but if the delay is likely to be substantial you can contact our Customer Service Team: Contact Us | Book an Apartment|Week2Week Serviced Apartments to end the contract and receive a refund for any Accommodation you have paid for in advance, but are not able to enjoy.
- We use your personal data as set out in our privacy notice
23.1 How we use any personal data you give us is set out in our Privacy Notice: Accessibility Policy – Week2Week Serviced Apartments.
- You have several options for resolving disputes with us
24.1 Our complaints policy. Our Customer Service Team: Contact Us | Book an Apartment | Week2Week Serviced Apartments will do their best to resolve any problems you have with us or our services.
24.2 Resolving disputes without going to court (consumers only). Alternative dispute resolution is an optional process where an independent body considers the facts of a dispute and seeks to resolve it, without you having to go to court. Please let us know if you wish to enter into alternative dispute resolution proceedings with us and we can agree how to proceed.
24.3 You can go to court. These terms are governed by English law. If you are a consumer then, wherever you live, you can bring claims against us in the English courts and if you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. If you are a consumer we can claim against you in the courts of the country you live in. If you are a business you irrevocably agree to submit all disputes arising out of or in connection with our contract with you to the exclusive jurisdiction of the English courts.
- Other important terms apply to this Agreement
25.1 We can transfer our contract with you, so that a different organisation is responsible for supplying our services and/or the Accommodation. We’ll contact you to let you know if we plan to do this. If you’re a consumer and you’re unhappy with the transfer you can contact our Customer Service Team: Contact Us | Book an Apartment | Week2Week Serviced Apartments to end the contract within seven (7) days of us telling you about it and we will refund you any payments you’ve made in advance for services not provided.
25.2 Nobody else has any rights under this contract. This contract is between you and us. Nobody else can enforce it and neither of us will need to ask anybody else to sign-off on ending or changing it.
25.3 If a court invalidates some of this contract, the rest of it will still apply. If a court or other authority decides that some of these terms are unlawful, the rest will continue to apply.
25.4 Even if we delay in enforcing this contract, we can still enforce it later. We might not immediately chase you for not doing something (like paying) or for doing something you’re not allowed to, but that doesn’t mean we can’t do it later.
