Terms & Conditions

1. Definitions

In this Agreement, certain terms are used regularly. These terms are capitalized and defined as follows:

"Booking Platforms": Includes, but is not limited to, Airbnb, HomeAway, Booking.com, and other websites as selected by Staymo. For direct reservations made with Staymo, the concept of SLP will apply to those bookings as well.

"Landlord": Refers to the Property Owner or Agent who either owns the Property or has the right to act on behalf of the Property Owner.

"Property": The Landlord’s property or any other property as agreed upon between Staymo and the Landlord from time to time. Property means a self-contained residential property (entire home, flat, or apartment). Staymo does not provide services for individual rooms within a property, room-lets, or shared accommodation.

"Guest": Refers to an individual or individuals renting the Property through one of the Booking Platforms.

"Availability Period": The period during which the Property is available for guest occupancy.

"Short-Term Rental Agreement": An agreement entered into for the rental of a Property for a period of less than three months, including all terms and obligations relating to payment, guest conduct, and property management.

"Management Fee": The fee paid to Staymo for managing the Property. This fee covers services outlined in the Agreement, including but not limited to guest communication, listing management, rent collection, property inspections, deposit management, key collection, and monthly financial reporting. Additional services outside routine management (e.g., maintenance) are billed separately as agreed upon.

"Cleaning Fee": The amount charged for cleaning and preparing the Property for Guest occupancy, including linen services but excluding cleaning supplies.

"Excluded Services": Services not provided by Staymo under this Agreement. These are detailed in Appendix A.

"Extra Maintenance Services": Services beyond the scope of routine management that can be arranged by Staymo at an additional cost. This includes deep cleaning, carpet cleaning/replacement, mold removal, pest control, appliance cleaning, balcony cleaning, painting, handyman services, and major plumbing, electrical, or gasworks, gardening.

"Fee": The amount charged by Staymo in accordance with Clause 6 of this Terms.

"Services": The short-let, mid-let, long-let management services described in Clause 2 of these Terms.

"Listing": The advertisement of the Property on any Booking Platform.

"Payout from the platform": The full payment made by the Guest for a reservation, including charges for cleaning, damage compensation, and any applicable service fees and taxes imposed by the Booking Platform or card processing fees.

2. Services provided by Staymo

2.1 In exchange for the Fee paid by the Landlord, Staymo agrees to provide the following services:

2.1.1 Organizing professional photoshoots for Property listings. If the Landlord's existing photos are unsuitable, a photoshoot will be organised as well. Photos may be taken from the Landlord's existing listing, provided that listing hasn't had any issues with the booking platforms. If the existing photos aren't suitable, a professional photoshoot will be organised instead.

2.1.2 Writing and optimizing Property listings across various Booking Platforms. Staymo retains full discretion unless otherwise instructed by the Landlord. We shall select the Booking platforms to list on unless the Landlord tells us otherwise.

2.1.3 Managing pricing and availability across platforms. The Landlord agrees that Staymo has the expertise to make pricing decisions and is therefore not required to consult with the Landlord before accepting a booking from a Guest or setting the price for any Bookings. Staymo reserves the exclusive right to determine, implement, and modify the cancellation policy applicable to reservations made through the platforms. This includes, but is not limited to, the conditions under which cancellations are accepted, refund eligibility, and any related fees. Staymo may change or update the cancellation policy at its sole discretion, at any time, without prior notice to the Landlord However, we will bear in mind any requirements that the Landlord has informed us about regarding monthly income expectations and/or preferences around type of Guests;

2.1.4 Handling all Guest inquiries, communications, and dispute resolutions related to bookings.

2.1.5 Accepting or declining bookings at Staymo’s discretion on behalf of the Landlord.

2.1.6 Providing housekeeping and linen services at the end of each Guest’s stay.

2.1.7 Remotely coordinating urgent repairs or maintenance works to the Property if and only if required to ensure complete Guest satisfaction.

2.1.8 Supplying check-in instructions and assisting Guests with key access as needed.

2.1.9 Signing Short-Term, Mid-Term Rental Agreements on Behalf of the Landlord
Staymo is authorised to sign short-term and mid-term rental agreements (for stays under 6 months) on behalf of the Landlord solely as an agent. Execution of any such agreement by Staymo does not make Staymo a party to the agreement and does not create any contractual obligations or liabilities for Staymo. All rights, obligations, and liabilities under the short-term and mid-term rental agreement remain solely with the Landlord.

The Landlord acknowledges and agrees that Staymo assumes no responsibility for any breach, dispute, or default arising under the short-term rental agreement. The Landlord shall indemnify and hold harmless Staymo from any claims, losses, damages, or expenses arising from such agreements, except where caused by Staymo’s gross negligence or wilful misconduct.

The Landlord represents and warrants that they have full authority to authorise Staymo to sign short-term and mid-term rental agreements on their behalf and remain fully responsible for compliance with all terms of such agreements, including guest management, property maintenance, and legal obligations.

2.1.10 Payment Processing on Behalf of the Landlord
Staymo is authorised to receive and process payments from guests for short-term and mid-term rentals on behalf of the Landlord. Staymo acts solely as an agent in handling these payments. Staymo shall remit funds to the Landlord in accordance with the payout schedule on the Platform. Receipt, collection, or processing of payments does not create any liability for Staymo beyond acting in good faith and in accordance with these Terms and applicable law. All obligations relating to refunds, disputes, or payment responsibilities remain solely with the Landlord.

2.2 Staymo handles all guest correspondence exclusively. Property owners, co-hosts, or third parties do not have access to hosting accounts. Additionally, if the listing was created under a Staymo account, it remains the property of Staymo upon termination of the agreement with the Landlord and is not transferred to them, including any guest reviews accrued on that listing.

2.3 Staymo manages dispute resolutions with Booking Platforms but can not guarantee successful claims or payouts as the final decision is up to the Booking Platform. For any damage caused by the guest, Staymo will independently assess the value of damages and, once the resolution payment is received, will proceed with repairs without the need to inform the Landlord. The Landlord agrees to this process and acknowledges that Staymo reserves the right to manage and resolve damages at its discretion. In the event that Staymo is unable to carry out necessary repairs, the corresponding funds will be transferred to the Landlord, minus Staymo’s standard commission

3. Landlord Obligations

To facilitate the provision of Services, the Landlord agrees to:

3.1 Provide accurate, complete, and timely information about the Property as requested. It is the Landlord’s responsibility to ensure that we have all the information needed to operate and maintain the Property and look after the safety of each Guest;

3.1.1. By providing their own photos for the listing, the Landlord confirms that the property has not encountered any prior issues, suspensions, or restrictions on any booking platform related to its content, imagery, or presentation. The Landlord also acknowledges that they are solely responsible for the authenticity and accuracy of the images supplied. Should any issues arise as a result of the use of these photos during or after the creation of the listing, including platform violations, penalties, or delistings, the Landlord accepts full responsibility and liability.

3.2 Supply a minimum of three sets of Property keys (with working remotes, fobs and tags). If fewer are provided, Staymo may duplicate keys at the Landlord’s expense. Keys remain the Landlord’s property and will be returned upon termination of the Agreement.

3.3 Ensure the Property contains items listed in the essentials checklist (Appendix B). Missing items will be purchased by Staymo and invoiced to the Landlord with reasonable expenses, or the Landlord may provide them directly during the onboarding process.

3.4 Maintain the Property, address repairs promptly, and reimburse Staymo for any repair costs incurred.

3.4.1 Staymo may replace or restock small worn-out, damaged, or depleted items (e.g., pillows, kitchenware, and toilet items) without prior approval from the Landlord, up to a total cost of £50 per calendar month. Such replacements shall be limited to items required to maintain guest comfort and property standards, and reasonable costs will be charged to the Landlord as part of routine operational expenses.

3.5 Pay all utilities, council tax, municipal and third party accounts including internet, cable, alarm, garden maintenance services, etc unless other arrangements are in place.

3.6 Comply with all applicable legal requirements for landlords in the UK, including but not limited to safety regulations, gas and electrical safety etc.

3.7 Remove or secure valuable and fragile items. Staymo is not responsible for loss, theft, or damage to such items.

3.7.1. The Landlord is responsible for removing all valuable and sentimental items from the Property
- The Landlord is aware of and responsible for the risks of not removing the above items from the Property.

3.7.2. Staymo does not manage or take responsibility for household inventory.
- Staymo takes no responsibility for lost, stolen or damaged items.
- The Landlord will be responsible for any loss or damage.

3.8 Clear personal items from the fridge, cabinets, and wardrobes for Guest use.

3.9 Refrain from appointing other cleaning contractors. Personal linens should be securely stored and inaccessible to Guests and Cleaners.

3.10 Cooperate fully with Staymo and ensure timely payment of Fees and other costs.

3.11 Abide by the terms and conditions of all Booking Platforms used and maintain compliance throughout the Agreement.

3.12 Exclusivity and Control of Listings
The Landlord agrees that Staymo shall have exclusive control over all listings, bookings, and calendar management functions under this Agreement. At no time may the Landlord host or rent the Property independently in parallel with Staymo, double-list the Property on other booking platforms, block or alter dates already reserved by Staymo, or otherwise interfere with or override Staymo’s booking decisions or operational processes. Any such actions shall constitute a material breach of this Agreement and may result in immediate termination and forfeiture of Staymo’s management services.

3.13 Pest Infestations
If the Property is found to have cockroaches, slugs, bedbugs, or any other pest infestation, the Property may not accept bookings if it is already live, or onboarding cannot be completed, until the issue has been fully resolved. Responsibility for the treatment and removal of any pest infestation rests with the Landlord.

4. Availability Period and Minimum Agreement

4.1 The Landlord agrees to make the Property available for short-let and mid-let bookings for a recommended minimum period of 3 consecutive months. Furthermore, the Property must be available for booking for a minimum of one full calendar month at a time, at any point during the Availability Period.

4.2 The Landlord may extend the initial Availability Period by providing written notice to Staymo. Any extension shall be subject to mutual agreement between the Landlord and Staymo.

4.3 Staymo may open the booking calendar up to twelve (12) months in advance.

4.4 Either party may terminate an Agreement by providing one (1) month’s written notice. Where the Landlord gives the required notice (1 month), no £500 termination fee shall apply. Staymo will close the booking calendar, stop accepting new bookings, and, where reasonably possible, honour existing reservations so the Landlord receives the related rental income.
If existing bookings must be cancelled, any applicable platform cancellation charges shall remain payable by the Landlord.
If the Landlord terminates without the required notice, a £500 termination fee shall apply in addition to any platform cancellation charges.
Staymo may terminate this Agreement immediately if a material breach is not remedied within 30 days of written notice.

4.4.1 Early Termination During Onboarding
Some one-off setup services may be required to prepare the Property for listing, including: professional photography, initial cleaning and linen, listing creation and documentation.
Optional items such as smart locks or key management solutions are clearly identified.
Ongoing cleaning and linen costs are charged to guests unless otherwise agreed. If onboarding is cancelled after services or items are purchased Staymo will invoice for completed work (to be paid within 3 business days). Purchased items remain at the Property

4.5 Contracts that have expired without renewal will automatically continue on a monthly rolling basis. Either party may terminate during this period with thirty (30) days’ written notice.
4.6 This clause applies exclusively to full-time Landlords. Landlords who reserve the property for personal use for more than thirty (30) days in a calendar year will incur a charge of £5.99 per day.

5. Cancellation or Refunds of Bookings

5.1 If the Landlord cancels or causes a Guest to cancel any booking, or if Staymo is required to issue a refund for a booking, the Landlord shall be responsible for the following charges:

(a) Cancellation fees imposed by the booking platform, if applicable;

(b) Any payment processing fees related to refunds, if applicable; and

(c) The full Staymo service fee for the affected booking.

5.2 For clarity, "causing a Guest to cancel a booking" includes situations where a property is deemed uninhabitable due to issues such as lack of heating, hot water, plumbing, electricity, Wi-Fi, gas leaks, water leaks, infestations (rodents or pests), poor cleanliness, or other serious deficiencies.

5.3 If a Guest cancels a reservation for personal reasons, no payout will be made to the Landlord for that reservation. Any compensation will be at Staymo's discretion, as follows:

(a) 100% payout (minus Staymo's commission) for cancellations made less than 48 hours before check-in.

(b) 50% payout (minus Staymo's commission) for cancellations made between 48 hours and 5 days before check-in, provided no replacement booking is secured.

(c) No payout for cancellations made 14 or more days before check-in.

6. Fee and Payment

6.1 Staymo's fees include:

(a) Onboarding Fee – as specified in the chosen service plan; and

(b) Commission – as defined in the initial agreement, calculated as a percentage of the payout. VAT will be applied where applicable.

6.2 Staymo will collect payouts from each guest and remit payments to the Landlord on a monthly basis, in arrears. The Landlord authorizes Staymo to deduct applicable fees, commissions, and any other expenses incurred on the Landlord’s behalf before transferring the remaining balance to the Landlord’s designated bank account. Any additional transfer fees (e.g., for non-UK accounts) will be borne by the Landlord.

6.3 The Guest cleaning fees are paid by the guest as part of their reservation and are used to cover the cost of cleaning services. The Staymo's management fee also applies to the guest-paid cleaning fee received through the booking platform.

6.4 Staymo reserves the right to modify cleaning fees charged to guests at any time without prior notice.

6.5 Staymo is obligated to remit payouts to the Landlord only after funds have been received from the booking platforms.

6.6 Short-Let Platform Fees: A service fee of 15.5% applies to all bookings, regardless of the channel or platform through which the booking is made (including but not limited to private bookings, direct bookings, bookings through agents and partners, Airbnb, Booking.com, VRBO, etc.). This fee reflects the industry standard for professional property management companies and may differ from fees charged to individual hosts due to Staymo's status as a professional short-let management company.

6.7 Any resolution payouts will be subject to Staymo's commission.

7. Extra Charges

7.1 In addition to the Fee stated above, the following extra charges will apply:

7.1.1 Photography Shoot: If the Landlord reschedules a photoshoot less than 24 hours before the scheduled time, a 50% rescheduling fee will apply. If the photoshoot is cancelled within 24 hours, the full fee will be charged. These fees cover costs for third-party providers and company operations.

7.1.2 Landlord's Stay During Availability Period: If the Landlord chooses to stay in the apartment during the Availability Period, Staymo will arrange for cleaning after the Landlord's stay. The cost of cleaning will be charged to the Landlord unless otherwise specified (see Appendix C for details).

7.1.3 Maintenance Assistance: In the case of an emergency, or if the Landlord agrees to send Staymo maintenance personnel (excluding professional plumbers, electricians, etc.) to assist Guests regularly, a standard visit fee of £75 plus VAT will be charged (see Clause 8 on Maintenance for details).

7.1.4 Maintenance Commission: Staymo will apply a 30% commission on the cost of any extensive maintenance, refurbishment, or building works.

7.1.5 Item Collection Fee: Staymo charges a £20 service fee for collecting items from a designated collection point on behalf of the Landlord. This fee covers transportation and handling costs. Charges for large items may vary and will be communicated separately for each instance.

7.1.6 Deep Cleaning for Extended Stays: For stays of 14 days or longer, an additional £30 fee will be applied for a deep cleaning service to maintain the property's hygiene standards. This cost will be borne by the Landlord.

7.1.7 Cleaning Supplies: Cleaning products purchased for property cleaning are not included in the cleaning fee. The cost of these supplies will appear as an additional charge in the monthly report, varying based on property size and the number of reservations.

7.1.8 Minimum Cleaning Charge: Any cleaning services requested by the Landlord shall be subject to a minimum charge of two (2) hours. No cleaning task shall be requested or undertaken for a period less than this minimum duration.

7.1.9 Deep Clean Duration during the Onboarding
The onboarding fee includes a standard deep clean, with the duration determined by property size as follows: 1 bedroom – 4 hours; 2 bedroom – 6 hours; 3 bedroom – 8 hours; 4 bedroom – 10 hours; 5 bedroom – 12 hours; 6 bedroom – 14 hours. Where the deep clean exceeds the standard time allocated above, or the property is found to be in an exceptionally poor condition, an additional charge for the extended cleaning work may apply.

8. Property Maintenance and Expenses

8.1 The Landlord is responsible for major maintenance and ensuring the Property is in good condition for Guest use.

8.2 The Landlord is also responsible for addressing normal wear and tear of the Property.

8.3 Staymo may recommend compulsory improvements due to guest complaints, health, or safety concerns. The Landlord must comply with such recommendations, with costs either deducted from payments to the Landlord or handled independently by the Landlord. Failure to comply may result in listing suspension and/or account closure with at least one month's written notice. Future confirmed bookings beyond the notice period will incur cancellation fees and commissions.

8.4 Staymo will manage minor repairs and maintenance up to £250 per month without prior approval. Costs above this require Landlord consent unless otherwise agreed in writing. If the Landlord declines Staymo’s solutions, Staymo is not liable for guest complaints. Approved costs will be deducted from the Landlord’s monthly report.

8.5 Staymo reserves the right to incur expenses up to £250 per emergency on the Landlord’s behalf for urgent repairs or maintenance.

8.5.1 For emergency or regular maintenance assistance, a standard visit fee of £75 plus VAT will be charged.

Emergency Call-Out Costs:
Third-party Plumbers/Electricians (Emergency Call-Outs):
Daytime (before 5 PM): £160 + VAT
After-hours (after 5 PM): £200 + VAT

Emergency Drainage Blockage Cleaning: £195 + VAT

Other Professional Services: Costs will vary and be quoted upon request.

Please note that all costs are subject to change and may vary based on the individual service provider's rates.

If the Landlord requests an estimated cost (the "Quote") for any repair, Staymo will provide an approximate cost. If the actual cost exceeds the Quote after work completion, the Landlord agrees to cover the difference.

8.6 Staymo will not undertake significant repairs without the Landlord’s prior consent, except in extenuating circumstances posing major safety risks.

8.7 For maintenance visits or specialists arranged by Staymo, a 20% + VAT commission will be added to the service fee.

9. Liability and other

9.1 The Landlord acknowledges that Staymo is not an insurer. The Landlord must obtain appropriate insurance for the Property and contents. Staymo is not liable if damage claims are denied by booking platforms.

9.2 Staymo does not provide investment or real estate advice. The Landlord is responsible for independent decision-making regarding short-letting.

9.3 Staymo makes every effort to secure bookings but does not guarantee specific income levels.

9.4 Staymo is not liable for lost opportunities, lack of reservations, or guest suitability, as guest verification relies on booking platforms.

9.5 The Landlord is solely responsible for the Property's condition, safety, security, and legal compliance.

9.6 Staymo is not liable from and against any claims, liabilities, damages, losses and expenses including (without limitation) reasonable legal fees, arising out of, or in connection with, any breach by the Landlord of this agreement or the terms of any agreement the Landlord may have in place with the Booking platforms from time to time.

9.7 Staymo will not be liable for the provision of services by third parties (any “Third Party Supplier”) including those who provide the Extra Maintenance Services or any other repair services that Staymo books on the Landlord’s behalf. Staymo will ensure that its Third Party Suppliers are selected with reasonable care and skill.

9.8 Staymo is not liable for delays caused by factors beyond its control (e.g., natural disasters, strikes, government actions).

9.9 In no event shall Staymo be liable for exemplary, incidental, indirect, special or consequential damages or for any business, financial or economic loss such as lost reputation, lost bargain, lost profit or loss of anticipated savings arising out of or resulting from this agreement and whether such loss arises as a result of negligence, breach of contract, tort or otherwise by us or any agent, employee or third party providing services on our behalf (including a Third Party Supplier) except to the extent the foregoing limitation is prohibited by applicable law.

10. Landlord’s Private Bookings and Calendar Management

10.1. Private Bookings If the Landlord makes private bookings:

10.1.1 The Landlord is responsible for direct guest communication and payment collection.
10.1.2 Staymo is not liable for any issues arising from such private reservations.

10.2 Exclusivity of Hosting The Landlord shall not host the Property independently in parallel with Staymo, nor block dates that have already been booked by Staymo.

10.3 Existing Bookings Prior to Agreement If the Landlord has any bookings made prior to the signing of this Agreement, the Landlord must notify Staymo before the Property listing is activated so that those dates can be closed in the calendar.

10.4 Landlord-Requested Calendar Blocks Any additional calendar blockings requested by the Landlord must be submitted in writing at least five (5) days in advance and are subject to availability, meaning only if no existing reservations are in place.

10.5 Priority of Staymo Bookings In the event of a conflict between a Landlord’s reservation and a Staymo booking, the Staymo booking shall take precedence.

11. Changes

Staymo may modify these Terms at its discretion. Notice will be provided for any changes. Continued use of services implies agreement to revised terms.

12. Cleaning of Property

12.1 The Landlord can not appoint alternative cleaners or contractors.

12.2 Standard Cleaning Includes:

Dusting all visible surfaces
Vacuuming and mopping floors
Cleaning bathrooms, sinks, toilets, and mirrors
Kitchen surface cleaning
Washing dishes, glassware, and cutlery
Changing bed linens
Reporting visible damages
Disposing of perishables
Emptying indoor bins
Watering indoor plants (on cleaning day only)

12.3 Deep cleaning will be scheduled after extended reservations.

Appendix A

Excluded Services
STAYMO does not provide the following services as part of this agreement:

- Management of individual rooms, room-lets, shared accommodation, or properties where the Landlord or other occupants remain in residence during guest stays;
- Deep cleans including sofa, carpet and other upholstery cleaning;
- Co-ordinating structural or major repairs or maintenance works on the Property;
- External window washing;
- Washing walls or repainting them;
- Furniture treatment;
- Animal waste removal;
- Gardening, garden shed cleaning, patio cleaning;
- Mould and/or bio-hazardous substance removal;
- Industrial cleaning;
- Lifting heavy furniture;
- Cleaning surfaces above arms reach;
- Cleaning of heavily soiled areas;
- Pest control or extermination (insects, etc.);
- Yard work or garage cleaning.
- Ironing

Appendix B

“Ready for Guest” Checklist
Checklist Note: Items marked with * are mandatory and must be provided by the Landlord. If these are not provided, Staymo reserves the right to purchase them and charge the Landlord accordingly.

Bedroom Essentials
Mattress protector*
Blackout curtains*
Space to hang/store clothes*
Hangers*

Bedroom Furnishings
Duvet
4 large pillows per double bed
Extra cushions, duvets
Bed throw
Bedside lamps
Wall decor

Kitchen Facilities
Kettle
Cafetiere or coffee machine
Microwave
Large Bin with cover
Utensils
Cutting knives
Chopping board
Scissors
Can opener
Bottle opener
Peeler

Kitchen Essentials
Cooking basics: salt, pepper, olive oil; optional sugar and spices
Dishes and silverware per guest:
2 plates*
2 bowls*
2 coffee mugs*
2 glasses*
2 wine glasses*
2 forks*
2 regular spoons*
2 teaspoons*
2 knives*
Frying pans, saucepans and stock-pots in basic sizes*

Living Room Essentials
WiFi*
Sofa/ Sofabed*
Coffee table*
TV + aerial cable (free view or Sky, AppleTV etc)*

Living Room Furnishings
Cushions
Wall art
Floor lamp
Houseplants
Armchair
Dining table and chairs
Books and board games

Bathroom Essentials
Hairdryer*
Shower curtains if necessary*
Small bin with cover*
Toilet brush*

Bathroom Furnishings
Toilet roll holder
Mirror
Rack or cabinet space for towels and guests’ toiletries

Cleaning Essentials
Mop and Bucket
A functional Vacuum cleaner
Dustpan & brush
Cleaning cloths
Multi-surface cleaner
Dusting cloths
Surface cleaner
Surface polish
Floor cleaner
Drain unblocker
Bleach
Harpic for toilet & bathroom
Oven cleaner
Glass cleaner
Viakal limescale remover
Washing up liquid
Sponge scourers
Dishwasher tablets and salts (if applicable)
Kitchen rolls
Toilet rolls
Bin bags (2 rolls)

*For a nominal fee, we can quickly restock cleaning essentials and will promptly notify you of any charges.

Other Home Essentials
Iron & ironing board*
Air conditioning and portable fans*
Three sets of keys for a one-bedroom property*
Four sets of keys for a two-bedroom or larger property (we can make copies if necessary)*
TV*
Wi-Fi with a minimum speed of 10 Mbps*
Clothes stand (even if you have a tumble dryer!)*
Crib
High chair
Extra light bulbs
Extra batteries
Dedicated workspace
Travel adapter

Safety Essentials
Smoke alarm
Carbon Monoxide alarm
First aid kit
Fire extinguisher

Appendix C

Landlord in stay Cleaning
The following rates apply for cleaning and linen services during a Landlord's stay:

- £20 per hour for cleaning
- £20 per bed for linen