Extracted from our T&Cs:
10 AMENDING, CANCELLING OR TRANSFERING A BOOKING AFTER A BOOKING CONFIRMATION
10.1 Amending a Booking after the Booking Confirmation: If you would like to amend your Booking after the Booking Confirmation, please contact us directly using the contact details in paragraph 21. We will contact the Owner to see if the Owner agrees but we cannot guarantee that the Owner will agree to meet your request. The Owner may or may not agree.
10.1.1 If the Owner does not agree, please remember that it is up to the Owner and we act only as the Owner’s agent. Your contract is with the Owner.
10.1.2 If an Owner does agree to amend the Booking, there may additional charges and an administration charge. The additional charges may be due to the Owner under the Rental Contract (which could occur, for example, if your Booking has been amended for a more expensive or longer Holiday Period) or due to us under the Booking Contract (for example, to cover our costs of making the amendment). However, we will always notify you of these charges in advance and you will be responsible to pay them. If there are charges due to the Owner we will collect them, as usual on behalf of the Owner.
10.2 Cancelling a Booking after you receive your Booking Confirmation because you have changed your mind: If you change your mind after you receive your Booking Confirmation:
10.2.1 you are not entitled to cancel the Booking Contract for a particular Booking and obtain a refund for the Booking Fee as we will already have supplied the Booking Services to you for that particular Booking;
10.2.2 if you wish to cancel the Rental Contract with the Owner more than 6 weeks before the start of the Holiday Period, you will be entitled to a refund of the Rental Charges you have paid minus: (i) the Deposit (excluding any Third Party Other Services Charges which you may or may not be entitled to a refund of pursuant to your arrangements with the relevant third party); and (ii) all reasonably incurred charges for any other services that the Owner provided to you up to the date you cancelled the Rental Contract; and
10.2.3 you do not have a right to cancel the Rental Contract with the Owner 6 weeks or less before the start of the Holiday Period. You may, however have the right to end the Rental Contract in accordance with paragraph 11, under which you may be entitled to a refund for any Rental Charges you have paid. You may also be entitled to a refund of the Booking Fee, Sykes Other Services Charges and/or Third Party Other Services Charges payable under the Booking Contract in certain situations in accordance with paragraph 11.
10.3 Transferring a Booking after a Booking Confirmation: You may not transfer your Rental Contract or a Booking Contract to another person. If you do not stay at the Property during the Holiday Period but your Guests do, you will still be legally responsible for all your obligations under the Rental Contract and these Booking Terms and your Guests' compliance with them. Please see paragraph 7.4 for more details.
11 YOUR RIGHTS TO END A RENTAL CONTRACT
11.1 Your rights to end a Rental Contract other than where you change your mind (as outlined in paragraph 10.2): You may immediately end a Rental Contract:
11.1.1 if the Owner has committed a serious breach of its obligations to you as set out in these Booking Terms;
11.1.2 if we or an Owner have told you about a material error in the charges or Booking Details or a significant error in the description of the Rental Services relating to your Booking and you notify us that you do not wish to proceed; or
11.1.3 if we notify you about a change to the Total Charges due to changes in the applicable exchange rate and you notify us that you do not wish to proceed in accordance with paragraph 5.2.
11.2 What refunds you are entitled to if you end a Rental Contract in these circumstances: If you end a Rental Contract for any of the reasons in paragraph 11.1.1 then within 14 days of the date you notify us that you wish to end the Rental Contract for these reasons the Owner will refund to you (which we shall try and facilitate acting as the Owner’s agent) the Rental Charges that you have already paid for the Booking and the amount equivalent to the Booking Fee, the Sykes Other Services Charges (excluding any low deposit charge you have made directly to us) and Third Party Other Services Charges that you have already paid for the Booking.
11.3 If you end a Rental Contract for any of the reasons in paragraph 11.1.2 then within 14 days of the date you notify us that you wish to end the Rental Contract for these reasons:
11.3.1 depending on who is at fault for the error, either we or the Owner will refund you (and we shall try and facilitate this acting as the Owner’s agent) any of the Rental Charges, Sykes Other Services Charges and Third Party Other Services Charges you have paid and any other amounts paid by you for the Booking under paragraphs 1.3 and 1.4 less the amount under paragraph 11.3.2; and
11.3.2 although it has nothing to do with your Rental Contract, depending on who is at fault for any error, either we will refund the Booking Fee in these circumstances or the Owner will refund you an amount equivalent to the Booking Fee in these circumstances.
11.4 If you end a Rental Contract for any of the reasons in paragraph 11.1.3 then within 14 days of the date you notify us that you wish to end the Rental Contract for these reasons the Owner will refund to you (which we shall try and facilitate acting as the Owner’s agent) any of the Rental Charges you have paid less any costs the Owners have reasonably incurred in providing you with the Rental Services up to the date of termination.
11.5 Your consumer rights: You have certain legal rights as a consumer under the law and nothing in these Booking Terms, a Rental Contract, a Booking Contract or your Booking affects these legal rights. Advice about your legal rights in relation to the services we and Owners provide is available from your local Citizens' Advice Bureau or Trading Standards office. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.Want to see what we're working on behind the scenes? Follow our progress on social media and get an exclusive look at our design process.