Terms and Conditions

1. Introduction

These Terms and Conditions govern all reservations made through Londoners.com. By making a reservation through this website, you confirm that you have read, understood and agree to be legally bound by these Terms and Conditions. Londoners.com operates a serviced accommodation brand providing professionally managed serviced apartments in Central London. All reservations made through Londoners.com are provided and contracted directly with Londoners Apartments.

2. Company Information

Londoners Apartments Ltd Registered in England and Wales Company number 17077034. Registered office 120 Baker Street London W1U 6TU United Kingdom. Customer support Email: enquiries@londoners.com Phone: +44 208 191 0880.

3. Contracting Party

All bookings made through Londoners.com are contracted directly with Londoners Apartments which acts as the accommodation provider and the sole point of responsibility toward the guest. Londoners Apartments is responsible for providing the accommodation, managing reservations, handling guest communication, processing payments and refunds, and resolving issues relating to the booking.

4. Booking Confirmation

• All reservations are subject to availability and confirmation.
• A reservation becomes confirmed only when full payment has been successfully processed and a written booking confirmation has been issued by Londoners.
• Once confirmed, a legally binding agreement exists between the guest and Londoners Apartments.
• The lead guest must be at least 18 years of age and must be present during the stay unless otherwise agreed in writing.

5. Payment Terms

• All reservations must be paid in full at the time of booking unless otherwise clearly stated.
• Accepted payment methods include major debit cards and credit cards and bank transfer where agreed in advance.
• By completing a booking the guest authorises Londoners Apartments to charge the full booking amount to the provided payment method.
• If payment is declined, reversed or disputed, Londoners reserves the right to cancel the reservation without notice.

6. Mandatory Online Check In and Identity Verification

• All guests must complete the mandatory online check in process prior to arrival.
• The online check in form must be completed by the lead guest and includes upload of valid government issued photo identification, guest identity verification, confirmation of guest details and occupancy information, and acceptance of house rules and property policies.
• During the online check in process the guest must also electronically sign the accommodation agreement confirming acceptance of the booking terms.
• Failure to complete the online check in process including identity verification and electronic agreement may result in refusal of access to the property or cancellation of the reservation without refund.

7. Security Deposit Preauthorisation

• During the online check in process a security deposit preauthorisation will be placed on the guest's payment card.
• The amount varies depending on the property booked and typically ranges between £250 and £500.
• This is not a charge and the funds are not taken from the guest's account; the preauthorisation simply places a temporary hold.
• Following checkout the property will be inspected. If no damages, missing items or rule violations are identified, the preauthorisation hold is released immediately after the checkout inspection. Depending on the guest's bank processing time it may take several days for the hold to fully disappear.

8. Pricing Accuracy

Londoners makes every effort to ensure that all property descriptions, pricing and availability information are accurate. If an error occurs Londoners reserves the right to correct the error and offer the guest the option to reconfirm the reservation at the corrected rate or cancel for a full refund.

9. Cancellation Policy

Flexible Rate

• Cancellations made more than 30 days prior to arrival are eligible for a full refund minus any non recoverable payment processing fees.
• When a guest cancels during the free cancellation period, the refund is triggered automatically and immediately from our system.
• Although the refund is processed instantly from our side, it may take approximately 5 to 7 days for the funds to appear in the guest's bank account depending on the processing time of the bank or card provider.
• Cancellations made within 30 days of arrival are non refundable.
• No shows are non refundable.

10. Non Refundable Rate

• Guests may choose a discounted non refundable rate.
• The reservation becomes fully non refundable immediately upon confirmation.
• The booking cannot be cancelled for any reason.
• No refund will be issued under any circumstance including illness, travel disruption, flight cancellation or personal emergencies.

11. Check In and Check Out

• Check in from 3:00 PM
• Check out by 11:00 AM
• Early check in and late check out requests are subject to availability and may incur additional charges.
• Failure to vacate the property by the check out time may result in additional fees.

12. Occupancy

• Only the number of guests stated on the booking confirmation are permitted to stay overnight in the accommodation.
• Visitors are not permitted without prior approval.
• Unauthorised occupancy may result in termination of the booking without refund.

13. House Rules

• No smoking inside the apartment.
• No parties or events.
• No illegal activity.
• Quiet hours between 10:00 PM and 8:00 AM.

Violation of house rules may result in eviction without refund.

14. Cleaning and Damages

Guests are responsible for leaving the accommodation in a reasonable condition.

Excessive cleaning, property damage, missing items or rule violations may result in additional charges.

15. Liability

• To the maximum extent permitted by law Londoners Apartments shall not be liable for indirect or consequential losses.
• Guests are responsible for their personal belongings during their stay.
• Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence.

16. Complaints

Guests must report any issues during their stay so that Londoners has the opportunity to resolve them. Complaints raised only after departure may not be considered.

17. Payment Authorisation

By completing a reservation the guest confirms that they are authorised to use the payment method provided. The cardholder name must match the identity of the lead guest unless otherwise agreed. Londoners reserves the right to request additional verification where reasonably necessary. Reservations suspected of fraudulent activity may be cancelled.

18. Chargebacks and Payment Disputes

Guests agree to contact Londoners first to resolve any booking related issue before initiating a payment dispute or chargeback.

Londoners reserves the right to provide the following evidence to payment processors and financial institutions in the event of a dispute:

• Booking confirmation
• Signed accommodation agreement
• Identity verification records
• Communication history
• Proof of stay or attempted stay

19. Right to Cancel or Refuse Reservations

Londoners reserves the right to refuse, cancel or terminate reservations where reasonably necessary including but not limited to:

• Suspected fraud
• Failure to complete identity verification
• Failure to complete online check in
• Breach of house rules
• Incorrect or misleading booking information

Where Londoners cancels a reservation prior to check in for reasons not caused by the guest, a full refund will be issued.

20. Governing Law

These Terms and Conditions are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.

21. Acceptance of Terms

Before completing a reservation guests must confirm that they have read and agree to these Terms and Conditions. By completing a booking on Londoners.com the guest confirms that:

• They have read and understood these Terms and Conditions.
• They agree to comply with all house rules.
• They will complete the mandatory online check in and identity verification process.
• They will electronically sign the accommodation agreement during online check in.
• They accept the cancellation policy applicable to the selected rate.

These Terms and Conditions constitute a legally binding agreement between the guest and Londoners Apartments.

22. Guest Responsibility Acknowledgement

By completing a reservation on Londoners.com, the guest acknowledges and confirms that:

• The accommodation booked is a short term serviced apartment rental.
• The guest has reviewed the property description, photographs, location and amenities prior to booking.
• The guest understands that the booking relates to accommodation for specific dates and cannot be resold or reused once those dates are reserved.
• The guest accepts responsibility for ensuring that the reservation details including dates, location and number of guests are correct before completing payment.

Guests acknowledge that the accommodation is reserved exclusively for the confirmed dates and may prevent other guests from booking those dates.

23. Evidence of Service Agreement

The guest acknowledges that Londoners maintains secure records of the reservation process including:

• Booking confirmation details
• Acceptance of the Terms and Conditions
• Electronic agreement signed during online check in
• Identity verification provided by the guest
• Communication records relating to the reservation

These records may be used as evidence that the booking was authorised and that the guest agreed to the reservation terms. Such evidence may be provided to payment processors, banks or financial institutions in the event of a payment dispute.