Terms & Conditions

These Terms & Conditions govern bookings made through whileaway.uk and your use of our website. Please read them carefully before making a booking or using the site. By accessing the website or making a booking, you agree to these terms.

WhileAway Ltd ("WhileAway", "we", "us", "our") is a company registered in England and Wales (Company No. 17308481), registered office 124 City Road, London EC1V 2NX. You can contact us at hello@whileaway.uk.

WhileAway acts as agent and property manager on behalf of the owners of the properties listed on our website. When you make a booking, your accommodation contract is with the property owner, arranged and managed by WhileAway on the owner’s behalf. WhileAway manages the booking, payment, guest communication, and your stay throughout.

• A booking is confirmed once you have completed the booking process and received a written confirmation from us. Until then, no booking exists.
• You must be at least 18 years old to make a booking.
• You are responsible for providing accurate booking information, including the number of guests. The property may not be occupied by more people than stated in the booking.
• We (or the owner) may require identity verification before or at check-in.

• Prices are shown on the website at the time of booking and include the accommodation charge. Any additional fees (such as cleaning, or optional extras) will be shown before you confirm.
• Payment is taken securely via Stripe, our payment processor. Your card details are handled directly by Stripe and are not stored by WhileAway.
• Where agreed in advance for certain bookings, payment may be made by bank transfer. Bookings paid by bank transfer are only confirmed once cleared funds are received.
• Full payment is required to confirm a booking unless we agree otherwise in writing.

• If you cancel 30 or more days before your check-in date, you will receive a full refund of the accommodation charge.
• If you cancel fewer than 30 days before check-in, no refund is due.
• Cancellations must be made in writing to hello@whileaway.uk and take effect from the date we receive them.
• If you do not arrive or fail to check in, no refund is due.
• In the rare event that we or the owner must cancel your booking (for example, due to circumstances making the property unavailable), we will offer you a suitable alternative where possible, or a full refund. Our liability in these circumstances is limited as set out in clause 9.

• A security deposit may be required before or at check-in, and/or you may be asked to provide payment card details to cover any damage. The amount will be communicated to you before your stay.
• You are responsible for the property and its contents during your stay, and for the behaviour of your party. You agree to leave the property in a reasonable condition.
• We (on behalf of the owner) reserve the right to charge for any damage, breakages, excessive cleaning, missing items, or losses caused during your stay, beyond fair wear and tear. Where a deposit has been taken, such costs may be deducted from it; where costs exceed the deposit, you remain liable for the balance.
• Any security deposit will be returned within a reasonable period after checkout, less any lawful deductions.

• Check-in and check-out times are as stated in your booking confirmation.
• The property must be used only for the purpose of a holiday or short-term stay, and not for any unlawful or commercial purpose.
• No parties, events, or gatherings beyond the booked number of guests are permitted unless agreed in writing.
• Smoking is not permitted inside the properties unless expressly stated otherwise.
• You must comply with any house rules provided for the property, and with the rules of the building where applicable.
• Pets are only permitted where expressly agreed.
• You must report any damage, faults, or issues to us promptly so they can be addressed.

WhileAway, the owner, or their contractors may need to access the property during your stay for maintenance, repairs, or in an emergency. Except in emergencies, we will give reasonable notice where possible.

• Nothing in these terms limits or excludes our liability for death or personal injury caused by negligence, for fraud, or for any liability that cannot be limited or excluded by law.
• Subject to the above, WhileAway’s total liability to you in connection with a booking shall not exceed the total amount paid for that booking.
• We are not liable for any indirect or consequential loss, or for loss of enjoyment, travel costs, or other expenses beyond the booking value.
• We are not responsible for the acts or omissions of the property owner, other guests, or third-party service providers.
• We are not liable for any loss or damage to your personal belongings during your stay.
• We are not liable for failures or delays caused by events beyond our reasonable control (including but not limited to extreme weather, utility failures, or other force majeure events).

Where you request additional services (such as private chefs, transfers, or other concierge services), these may be provided by third-party partners. WhileAway arranges these on your behalf but is not responsible for the acts, omissions, or quality of services provided by independent third parties. Separate terms and charges may apply.

All content on whileaway.uk — including text, images, photography, branding, logos, and design — belongs to WhileAway Ltd or its licensors and is protected by copyright and other intellectual property rights. You may view and use the website for personal, non-commercial purposes only. You may not copy, reproduce, republish, or distribute any part of it without our prior written permission. We are not responsible for the content or availability of any third-party websites linked from ours.

If something is not right during your stay, please tell us as soon as possible so we have the opportunity to resolve it. Contact us at hello@whileaway.uk. We aim to respond promptly and resolve issues fairly.

We handle your personal data in accordance with our Privacy Policy, available on our website.

We may update these Terms & Conditions from time to time. The version in effect at the time of your booking applies to that booking. The latest version is always available on whileaway.uk.

If any provision of these Terms & Conditions is found to be invalid or unenforceable, the remaining provisions will continue in full force and effect.

These Terms & Conditions are governed by the laws of England and Wales, and any disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.

WhileAway Ltd, 124 City Road, London EC1V 2NX — hello@whileaway.uk