Client Terms and Conditions

Last Updated: September 2026

1. About Us

1.1 Booking Hub is a trading name of Booking Hub Limited, a company incorporated and registered in England and Wales with company number 15312220, whose registered office is at SA12 Business Centre, Seaway Parade, Baglan Energy Park, Port Talbot SA12 7BR (We, Us or Our).

1.2 We operate the website www.booking-hub.co.uk, the client portal at app.booking-hub.co.uk and the Booking Hub mobile applications (together, the Platform).

1.3 To contact Us, telephone our team on 01639 502345 or email us at info@booking-hub.co.uk.

1.4 You, the Client, are the organisation named on the booking. You use the Platform to source and book serviced accommodation for business purposes from an accommodation provider introduced by Us (Property Partner).

2. Our Role

2.1 We operate a marketplace that connects organisations needing accommodation with providers able to supply it. We are a booking agent. We are not an accommodation provider and we do not own, manage or control any of the accommodation offered through the Platform.

2.2 In arranging a booking for You we act as a disclosed agent on behalf of the Property Partner. The contract for the accommodation itself is between You and the Property Partner. We are not a party to that contract and we give no warranty or representation about the accommodation.

2.3 What We are responsible for is the service We provide to You under these Terms: sourcing accommodation against Your request, presenting options for You to consider, arranging and administering the booking, collecting payment as agent for the Property Partner, and acting as Your single point of contact throughout the booking.

2.4 Where Your booking is arranged through the Platform, we do not charge You a separate booking fee or service fee. Our commission is payable by the Property Partner and is deducted from the amount we pass on to them. The price shown to You before You confirm is the price You pay, and nothing further is added afterwards.

2.5 Your booking may also be subject to the Property Partner’s own conditions of stay and house rules. Where these are supplied to Us we will make them available to You. Where any part of Your booking is provided by an independent supplier under their own terms, we make no warranty or representation in respect of that supplier.

2.6 Where a request calls for it, we may work with other suppliers, agents and booking channels to source suitable accommodation for You. In every case the accommodation is provided by a third party and not by Us. Where accommodation is arranged outside the Platform, we will agree the arrangements and the price with You in writing beforehand.

3. These Terms

3.1 These terms and conditions (Terms) apply to all bookings made with a Property Partner through the Platform, and to all bookings arranged by our team on Your behalf by telephone, email or any other means. Your booking and these Terms together form the entire agreement between us (Agreement).

3.2 It makes no difference whether You book through the website, through the mobile app, or by asking our team to arrange it for You. The same Terms apply in each case, and every booking is recorded, confirmed and paid for through the Platform.

3.3 These Terms apply exclusively to business to business transactions. All bookings must be made by organisations, companies or other business entities for business purposes. We do not accept bookings from consumers acting in a personal capacity, and we require all bookings to be made from a corporate email address.

3.4 You will use all reasonable endeavours to give Us accurate and complete information at all times when making or amending a booking.

3.5 These Terms apply to the exclusion of any other terms You may seek to impose or incorporate, or which are implied by law, trade custom, practice or course of dealing.

3.6 The Agreement is the entire agreement between You and Us in relation to its subject matter. You acknowledge that You have not relied on any statement, promise, representation, assurance or warranty that is not set out in the Agreement.

3.7 We may amend these Terms from time to time. The version in force at the point a booking is confirmed is the version that applies to that booking. We will publish the current version on the Platform.

3.8 Please read these Terms carefully. By booking with Us, You agree to be bound by the Agreement.

4. Your Account and Authorised Users

4.1 To make a booking You will need an account on the Platform. You agree to provide accurate and complete company details, contact details and billing information, and to keep them up to date.

4.2 Any individual making a booking on Your behalf must be over 18 and authorised by You to enter into this Agreement on behalf of the Client and all guests under the booking.

4.3 You are responsible for keeping Your account credentials secure and for all activity carried out under Your account. Any booking, amendment, cancellation or payment instruction submitted through Your account is treated as authorised by You.

4.4 Where You set a default purchase order or reference number in Your account settings, it will be applied to Your bookings and invoices unless You override it at the point of booking or at the point of a scheduled payment.

4.5 We may carry out reasonable checks to verify the identity, status and standing of the Client and of individuals booking on Your behalf. You agree to provide the information we reasonably request for that purpose.

5. Booking Requests, Offers and Shortlists

5.1 You start by submitting an accommodation request through the Platform, or by asking our team to submit one for You. A request sets out the location, dates, number of guests, budget and any special requirements.

5.2 We will acknowledge Your request and give it a unique request reference. A request is a request only. It is not a booking, it does not reserve any accommodation, and it places no obligation on either of us.

5.3 We then source suitable accommodation. This may come from Property Partners registered on the Platform who submit offers against Your request, or from accommodation we source directly for You.

5.4 Where we have suitable options, we will publish a shortlist to Your account. The shortlist sets out, for each property, the nightly rate excluding VAT, whether VAT applies, the total amount, the property details, the amenities and safety information supplied to Us by the Property Partner, and any notes from our team.

5.5 A shortlist is an invitation for You to make a selection. It is not an offer capable of acceptance, and it is not a guarantee of availability. Accommodation on a shortlist remains available to other clients until a booking is confirmed and paid for under clause 6.

5.6 You are responsible for reviewing the property details before You select. That includes the location and its suitability for Your guests, the property type and capacity, the amenities, the parking arrangements, the compliance information shown, the rate and the total amount. If anything is unclear or missing, ask Us before You select. Once a booking is confirmed it is subject to the amendment and cancellation terms in clauses 13 and 14. This clause does not affect our own responsibility for information we have generated ourselves or expressly told You we have verified.

5.7 Where a property carries an Approved Partner badge, it means the Property Partner has supplied compliance documentation to Us and we have carried out a documentary check. It is not a warranty as to the condition, standard or safety of the property, and it does not make Us the provider of that accommodation.

5.8 You may select more than one property from a shortlist where a single property cannot accommodate all Your guests. Where You select two or more properties, they are grouped under a single booking group reference and treated as one booking for invoicing and payment, while remaining separate contracts with each Property Partner.

5.9 A shortlist is available for a limited period. If You have not made a selection within that period we will let You know and the shortlist will be withdrawn. You can submit a new request at any time.

5.10 When You proceed to payment, we place a short hold on the property so that another client cannot pay for the same accommodation and dates while Your payment is in progress. If payment is not completed within that time the hold is released and the accommodation becomes available to others again.

6. When a Booking Becomes Binding

6.1 A booking is confirmed, and the contract between You and the Property Partner comes into existence, when payment is received and confirmed by Us in accordance with clause 8. Nothing that happens before that point creates a binding booking.

6.2 Where the check-in date is a long way ahead, we may not be able to collect payment at the point of selection. Currently this applies where check-in is more than 59 days away, or such other period as we notify to You. In that case Your selection is recorded, payment is scheduled for a later date and we will tell You when it is due, and the booking becomes binding when that payment is received. Until then the accommodation is not reserved for You and may be booked by another client.

6.3 On confirmation we will send You a booking confirmation by email and make it available in Your account. It will carry a unique booking reference, or a booking group reference where more than one property has been booked together.

6.4 Please check Your booking confirmation as soon as You receive it. Contact Us immediately if anything on it appears incorrect or incomplete. It may not be possible to make changes later, and changes after confirmation are subject to clause 12.

6.5 Booking confirmations are sent to the email address held on Your account. Please check any spam filtering so that our emails reach You.

7. Pricing and VAT

7.1 All accommodation rates are shown excluding VAT as the primary figure. Where the Property Partner is VAT registered, the applicable VAT is shown separately and added to the total. Where the Property Partner is not VAT registered, no VAT is charged on the accommodation and this is stated on the shortlist and at the point of payment.

7.2 VAT on the accommodation is charged by the Property Partner as the supplier of that accommodation. Where the Property Partner is VAT registered, and where a VAT invoice is required, that invoice is issued by the Property Partner. We will make it available to You through the Platform.

7.3 The total amount shown to You before You confirm Your selection is the amount payable for the accommodation booked. Prices are fixed at the point of confirmation and are not recalculated afterwards, except where the dates, duration or guest numbers of the booking change under clause 12.

7.4 We are not currently registered for VAT. Where we become registered, VAT will apply to any charge made by Us to You in our own name, and this will be stated on the relevant document.

8. Payment

8.1 All payments are made in advance. We do not offer credit terms or payment plans. A booking is not confirmed until payment is received.

8.2 You may pay by debit or credit card through our secure online payment page, or by bank transfer against a pro forma invoice.

8.3 At the point of booking You choose a payment frequency:

• Upfront: the full booking amount is paid in one payment.

• Every 28 days: the first payment covers the first 28 nights, and each subsequent 28 day period is paid for in advance.

• Weekly: the first payment covers the first 7 nights, and each subsequent week is paid for in advance. Weekly payment is available by card only.

8.4 Where You pay by card and have chosen a recurring frequency, the card held on Your account is charged automatically in advance of each period, normally around a week before it begins. Where You pay by bank transfer, a pro forma invoice is issued in advance and payment is due before the period begins. The due date is shown on Your payment schedule and on the invoice. Bank transfer is available for upfront and every 28 days bookings only.

8.5 Where two or more properties are booked together as a booking group, one payment is taken per period covering all properties in that group. Payments are never split per property.

8.6 Payments are processed by our third party payment processor. Funds are held securely and passed to the Property Partner in accordance with our arrangements with them.

8.7 Where You have provided a purchase order or reference number, it will be shown on the relevant invoice and payment record.

8.8 Charges for approved amendments and extensions are payable under clause 12 and are due before the amended or extended period begins.

9. Late Payment, Failed Payments and Non-Payment

9.1 If a scheduled card payment fails, we will notify You and may attempt to take the payment again. You should update Your payment details or arrange an alternative payment promptly.

9.2 If payment is not received by the due date, the booking is at risk. Check-in information will not be released. We will notify You that payment is outstanding. If payment is still not received within 48 hours of that notice, We or the Property Partner may cancel the booking and release the dates. Where the due date falls within 48 hours of check-in, we may cancel immediately on notice to You.

9.3 Where a recurring booking is cancelled for non-payment, the booking ends at the end of the last period paid for. You have no right to occupy beyond that date.

9.4 Cancellation for non-payment does not entitle You to a refund of amounts already paid, and the cancellation terms in clause 14 apply to those amounts.

9.5 If You fail to make a payment due to Us under this Agreement by the due date then, without limiting our other remedies, You shall pay interest on the overdue sum from the due date until payment, whether before or after judgment. Interest accrues daily at 4% a year above the Bank of England base rate from time to time, and at 4% a year for any period when that base rate is below 0%. You shall also pay any reasonable fees, costs or expenses of collection we incur in respect of overdue sums. This clause is intended to provide a substantial contractual remedy for late payment for the purposes of the Late Payment of Commercial Debts (Interest) Act 1998.

10. Deposits

10.1 We do not currently collect or hold security deposits.

10.2 Where a Property Partner requires a security deposit under their conditions of stay, that deposit is arranged, held and returned directly between You and the Property Partner. We are not a party to that arrangement and we do not hold those funds.

11. Guests, Property Rules, Loss and Damage

11.1 You are responsible for the actions and behaviour of every guest staying under Your booking, and for making sure they are aware of and comply with the Property Partner’s conditions of stay and house rules.

11.2 The number of guests is fixed at the point of booking. No additional guests are permitted unless agreed in advance through the amendment process in clause 13. Additional guests are accepted at our and the Property Partner’s discretion. Any additional charge will be quoted to You and agreed by You before the additional guest is permitted to stay.

11.3 Loss or damage to the accommodation is a matter between You and the Property Partner. You are liable to the Property Partner for all loss or damage of whatever nature, whether accidental, malicious or otherwise, caused by You or Your guests, and for any associated costs. We are not a party to any such claim, we do not assess or determine it, and we are not liable for it.

11.4 You must report any pre-existing damage or defect to Us within 24 hours of check-in. This protects You from being held responsible for it later.

11.5 Where a Property Partner notifies Us of loss or damage, we will pass the claim and any supporting information to You as agent for the Property Partner, and we will make reasonable efforts to help the parties reach a resolution. We do not verify, adjudicate or guarantee any claim, and we accept no responsibility for the outcome.

11.6 Where a Property Partner asks Us to do so, we may invoice You on their behalf for verified loss or damage. Any such invoice is issued as agent, is payable within 7 days, and the underlying liability remains between You and the Property Partner. We are under no obligation to pursue recovery on Your behalf or theirs.

11.7 If You or Your guests are the victim of a criminal offence, including theft or damage to property or vehicles, You must report it to the police and obtain a crime reference number.

12. Check-in Information

12.1 Check-in instructions are supplied by the Property Partner and released to You through the Platform shortly before check-in, normally around 24 hours in advance.

12.2 It is Your responsibility to pass check-in instructions to Your guests. If You have not received them the day before check-in, contact Us immediately so that we can chase the Property Partner.

12.3 Check-in information will not be released where payment for the booking has not been received.

13. Changes, Amendments and Extensions

13.1 You can request a change to a confirmed booking through the Platform. That includes a change of dates, an extension, or a change to the number of guests.

13.2 Every amendment request is subject to the Property Partner accepting it. We will put the request to them and let You know the outcome.

13.3 We do not charge an amendment fee.

13.4 Before You submit an amendment request, the Platform will show You the effect on the cost of the booking. Where an amendment increases the cost, the additional amount is payable before the amended or extended period begins. Where an amendment shortens the stay, any refund due is calculated under clause 14.

13.5 If the Property Partner declines the amendment, Your original booking stands unchanged on its original dates and terms.

13.6 For recurring bookings, an extension must be confirmed at least 14 days before the end of the current period. If it is not confirmed by then, the booking will end as scheduled and the accommodation will be released.

13.7 Once a stay has started, a booking cannot be cancelled. Any change to a stay that is already running, including an early departure, is dealt with as an amendment under this clause and requires the Property Partner’s agreement.

14. Cancellations and Refunds

14.1 You can cancel a booking through the Platform at any time before check-in. Cancellation is not available once a stay has started. See clause 13.7.

14.2 Where You cancel more than 14 days before check-in, we will refund the amount You have paid less an administration fee of 5% of the net accommodation value of the amount being refunded, plus VAT on that fee where applicable. The 5% covers our costs in arranging and unwinding the booking, including payment processing costs which are not returned to Us when a refund is made. No separate processing charge is applied.

14.3 Where You cancel 14 days or fewer before check-in, no refund is due.

14.4 Where no refund is due, You keep the right to occupy the accommodation for the period You have paid for. The booking will not continue beyond that period, and the Property Partner will prepare the property and issue check-in instructions as normal. If You choose not to occupy, no further action is needed and no refund arises.

14.5 For recurring bookings, the position depends on when You cancel relative to the next scheduled payment. If You cancel more than 14 days before the next payment date, that payment is not taken and the booking ends at the end of the period already paid for. If You cancel 14 days or fewer before the next payment date, that payment is still taken, the booking ends at the end of the period it covers, and You keep the right to occupy for that period. This means that a late cancellation on a recurring booking can commit You to a further full period in addition to the time remaining in the current one. Please plan cancellations with that in mind.

14.6 Where a booking group is cancelled, these terms apply separately to each property within the group. Cancelling one property does not cancel the others.

14.7 We will issue a refund confirmation for every refunded cancellation, showing the original amount paid, the amount retained, the reason, the booking reference and any purchase order or reference number You have provided.

14.8 Refunds are processed promptly once the cancellation is confirmed, normally within 7 business days.

14.9 If a Property Partner withdraws or cannot provide the accommodation, we will use reasonable endeavours to source suitable alternative accommodation for You. We do not guarantee that a suitable alternative will be available. Where we cannot source a suitable alternative, You will receive a full refund of the amount paid for that accommodation with no administration fee deducted. Our liability in these circumstances is limited in accordance with clause 17.

14.10 All cancellations must be made through the Platform. Where You ask our team to cancel on Your behalf, we will process the cancellation through the Platform and confirm it to You in writing.

15. Problems During a Stay and Complaints

15.1 All correspondence about the accommodation and the stay must come to Us. You must not contact the Property Partner directly.

15.2 Any complaint or issue with the accommodation must be reported to Us within 24 hours of check-in, or within 24 hours of the issue arising if later. If Your check-in is delayed, tell Us the revised date.

15.3 Report problems to our team at info@booking-hub.co.uk or on 01639 502345. We will respond and work with the Property Partner to resolve the situation, but we are not liable or responsible for the accommodation itself.

15.4 If You vacate the property early because of an issue with the accommodation without telling Us and giving Us the opportunity to assess and resolve it, we may not be able to help You obtain any refund from the Property Partner.

15.5 If You have a query or complaint about these Terms, contact Us at info@booking-hub.co.uk and we will respond within a reasonable period.

16. Communications and Notices

16.1 We will communicate with You through the Platform, by email to the address held on Your account, and by SMS or telephone using the contact details You have provided.

16.2 Notices sent by email are treated as received on the day they are sent, unless we receive a delivery failure notification. It is Your responsibility to keep Your contact details current and to check any spam filtering.

16.3 We operate call monitoring and recording for training and quality purposes and to keep an accurate record of instructions given by telephone.

17. Our Liability

17.1 Subject always to clause 17.3, we will not be responsible for any injury, illness, death, loss including loss of enjoyment, damage, expense, cost or other sum or claim of any description which results from the provision of, booking of, travel to or from, or stay in the accommodation booked. Nothing in this clause excludes or restricts liability which cannot lawfully be excluded or restricted.

17.2 Subject to clause 17.3, we cannot accept responsibility for any services that do not form part of our Agreement with You. The Property Partner is responsible for the accommodation and for any additional services or facilities they agree to provide. While we endeavour to ensure that accommodation, services and facilities are as described, we are not liable to You where they are not.

17.3 Nothing in the Agreement limits our liability or the Property Partner’s liability for death or personal injury caused by negligence, for fraud or fraudulent misrepresentation, for breach of the terms implied by section 2 of the Supply of Goods and Services Act 1982, or for any other liability which cannot be limited or excluded by law.

17.4 To the extent permitted by law:

• we will only be liable to You for damages, costs, losses, expenses or other sums incurred as a direct result of our failure to perform our services under this Agreement;

• we will not be liable for indirect loss or damage, loss of profits, loss of chance, loss of sales, business or business opportunity, loss of savings, or loss of or damage to goodwill or consequential loss;

• we will not be liable for any sum which, on the basis of the information given to Us before we accepted Your booking, we could not have foreseen You would incur, or which did not result from a breach of this Agreement or other fault by Us;

• our liability, and the liability of any Property Partner, whether for one event or a series of connected events, is limited to the cost of the applicable booking as set out in Your booking confirmation.

18. Force Majeure

18.1 Neither party is in breach of this Agreement, nor liable for any delay in performing or failure to perform its obligations, where that delay or failure results from events, circumstances or causes beyond its reasonable control. This includes war or threat of war, riot, civil strife, terrorist activity or the threat of it, pandemic or epidemic, government action, industrial dispute, natural or nuclear disaster, adverse weather and fire.

18.2 The affected party shall promptly notify the other and provide sufficient evidence of the event within a reasonable period after it ends.

18.3 Where a force majeure event affects the accommodation itself, the Property Partner’s conditions of stay take precedence over anything in this Agreement.

19. Data Protection

19.1 As the organisation making the booking, You are responsible for obtaining the permission of Your guests before providing their personal data to Us.

19.2 We collect and process personal data about Clients, authorised users and guests in order to arrange and administer bookings, to process payments, to meet our legal and regulatory obligations, and to provide the service described in these Terms. Guest details necessary for access and safety are shared with the relevant Property Partner.

19.3 We act as an independent controller in respect of the personal data we process under this Agreement. You act as an independent controller in respect of the personal data you provide to Us. Each Property Partner acts as an independent controller in respect of the personal data we pass to them. Neither party acts as processor for the other.

19.4 We will only collect and process personal data as set out in our Privacy Policy and in compliance with the Data Protection Act 2018 and the UK GDPR. Each party shall comply with its own obligations under that legislation and shall promptly notify the other of any personal data breach affecting data shared under this Agreement.

20. Non-Circumvention

20.1 You shall not circumvent Us in any way in which we may be directly or indirectly commercially disadvantaged. You agree not to contact, initiate contact with, or attempt to do business with any Property Partner, or the employees, agents or related parties of any Property Partner introduced by Us, for the purpose of circumventing Us and preventing Us from realising a fee or commission, without our specific written approval.

20.2 For the avoidance of doubt, this covers any direct booking arrangement made outside the Platform, whether by telephone, messaging application, email or any other channel.

20.3 Where approval is given, it is at our sole discretion, in writing and on a case by case basis. This clause applies for 12 full months after the last check-out date on the Platform, or after Your account is closed, whichever is later.

20.4 If circumvention occurs, You will pay Us a sum equal to the commission we would have earned had the booking been made through the Platform, plus any reasonable costs we incur in enforcement. The parties agree that this sum is a genuine pre-estimate of our loss and protects our legitimate interest in the introductions we make.

20.5 This clause applies to bookings of accommodation with Property Partners introduced to You by Us. It does not restrict Your ability to contract with any accommodation provider You already had a relationship with before the introduction, and You may ask Us to confirm in writing whether a given provider falls within this clause.

21. General

21.1 Additional services

21.1.1 From time to time we may offer additional services to You in our own name, rather than as disclosed agent for a Property Partner. Where we do, we will agree any additional terms and payment terms with You in advance.

21.2 Right to refuse service

21.2.1 Where we have good reason, we may decline to accept further bookings from You at any time.

21.2.2 If You or Your guests abuse or harass our staff or a Property Partner, we may terminate this Agreement and prevent You from using the Platform in future. Any deposit we hold will be returned to You subject to any deductions properly due under clause 10 or clause 11.

21.2.3 We may suspend Your access to the Platform, and withhold check-in information, where we reasonably suspect fraud, a breach of these Terms, or unauthorised use of Your account. Where we do so we will tell You why and what is required to restore access. Suspension does not affect Your obligation to pay amounts already due.

21.3 Third party content

21.3.1 Property information, photographs, descriptions and compliance details are supplied to Us by Property Partners. Subject to clause 17.3, we take no responsibility for false or misleading information supplied to Us by a Property Partner or other third party. All information held about the accommodation is made visible to You before You book. This clause does not apply to statements we make ourselves, including our own notes on a shortlist and any statement that a property or Property Partner has been verified by Us.

21.3.2 We will use all reasonable endeavours not to host unlawful information and will act promptly to remove or disable it on becoming aware of it.

21.3.3 We take no responsibility for third party data regarding geographical location or distances to and from the accommodation. It is Your responsibility to carry out Your own due diligence on the location of the accommodation, the safety and security of the surrounding area, and the available travel routes and links.

21.4 Assignment

21.4.1 We may at any time assign or otherwise deal with any or all of our rights under this Agreement. You may not assign, transfer, charge, subcontract, delegate or otherwise deal with any of Your rights or obligations under this Agreement without our written consent.

21.5 Set-off

21.5.1 You shall pay all amounts due under this Agreement in full without any set-off, counterclaim, deduction or withholding, except as required by law. We may set off any amount You owe Us against any amount We owe You.

21.6 Severance

21.6.1 If any provision or part-provision of this Agreement is or becomes invalid, illegal or unenforceable, it shall be treated as modified to the minimum extent necessary to make it valid, legal and enforceable. If such modification is not possible, the relevant provision or part-provision shall be deemed deleted. Any modification to or deletion of a provision under this clause shall not affect the validity and enforceability of the rest of this Agreement.

21.7 Waiver

21.7.1 No failure or delay by either party in exercising any right or remedy under this Agreement shall operate as a waiver of it, and no single or partial exercise of any right or remedy shall prevent any further exercise of it.

21.8 Third party rights

21.8.1 Except that a Property Partner may enforce clause 11 and clause 20 against You, a person who is not a party to this Agreement has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any of its terms.

21.9 Confidentiality

21.9.1 Each party shall keep confidential any information disclosed by the other that is marked confidential or would reasonably be understood to be confidential, including commercial rates and guest information, and shall use it only for the purposes of this Agreement. This does not apply to information that is or becomes public through no fault of the receiving party, or which is required to be disclosed by law or by a regulator.

21.10 Compliance

21.10.1 Each party shall comply with all applicable laws relating to anti-bribery and anti-corruption, including the Bribery Act 2010, and with applicable modern slavery legislation, including the Modern Slavery Act 2015.

21.11 Governing law and jurisdiction

21.11.1 This Agreement is governed by and construed in accordance with the laws of England and Wales, and the parties submit to the exclusive jurisdiction of the courts of England and Wales.