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OpenLegal
Purpose. GRHUM places guests, many of them households moved out of their homes because of damp, mould, pests or other hazards, in short-let, holiday, serviced and temporary accommodation for insurers, housing providers, local authorities and employers, who must themselves provide accommodation free from hazards. GRHUM does not usually inspect before booking, pays Suppliers in advance and is paid by its clients later. These Terms therefore compare what the Supplier represented with what was found, rather than asking whether the property was legally unfit.
How to read these Terms. The eight provisions below are the ones with the greatest commercial effect. In the Terms themselves, a clause marked "Key term" is one you should read with particular care. Each Part opens with a short summary in plain English; the summaries are guides only and the clauses are what the parties agree to (clause 1.13). A supplier accepts these Terms by signing them or in any of the other ways listed in clause 2.2, and a signed copy is emailed to each supplier.
IMPORTANT COMMERCIAL PROVISIONS — PLEASE READ BEFORE SIGNING OR ACCEPTING A BOOKING
Part A · Clause 1
Key definitions
Summary · a guide only
1.1 Booking. Each reservation, extension or renewal GRHUM places for a Guest at a Property.
1.2 Booking Confirmation. GRHUM's written confirmation of a Booking, stating the Property, dates, Guests, rate, charges, payment schedule, any services and levy treatment, and any terms for cancellation not caused by Supplier breach.
1.3 Client. The insurer, loss adjuster, housing provider, local authority, employer or other organisation for which GRHUM arranges accommodation, including its agents.
1.4 Guest. The occupants GRHUM places, and any Client representative attending with or for them.
1.5 Property. The accommodation in the Booking Confirmation, including its garden, outbuildings, boundaries, parking and any shared areas.
1.6 Property Representation. Everything supplied or shown by or for the Supplier to offer, describe or confirm the Property, including photographs, videos, listings, descriptions, floor plans, amenity lists, messages, answers (written or oral), the Checklist, certificates and any written update given before access is released.
1.7 Checklist. GRHUM's Pre-Check-in Checklist, completed by or for the Supplier.
1.8 Material Discrepancy. Any difference between the Property as represented and as found, or any matter that should have been disclosed under clause 3 but was not, that a reasonable agent, client or guest could regard as relevant to the Property's suitability, condition, cleanliness, safety, security, facilities, accessibility or presentation, or to the decision to take up or stay in it. Matters are judged together as well as separately.
Key term1.9 Listed Discrepancy. Any of the following, whatever its cause, age or severity, whether or not described as historic, cosmetic, minor or remedied, and whether or not anyone was harmed or an intruder entered:
1.10 Supplier. The person named in the Acceptance Record or Booking Confirmation, including its staff, agents, managing agents, co-hosts, cleaners and contractors, for whose acts, omissions and statements the Supplier is responsible.
1.11 Supplier Document. Any terms, agreement, policy, house rules, welcome pack, check-in guide, invoice terms, platform terms or e-signature document issued or presented by or for the Supplier.
1.12 Initial Period. The 72 hours from the earlier of the Guest's first entry and the scheduled check-in time.
1.13 Interpretation. "Including" does not limit. "Writing" includes email, WhatsApp, text, booking-system and platform messages. "Acceptance Record" has the meaning in clause 18.2. "Business Day" excludes weekends and public holidays where the Property is. "Ireland" means the Republic of Ireland. A reference to a statute includes any equivalent law in the part of the United Kingdom, or in Ireland, where the Property is. For Scottish Properties, set-off includes compensation and retention, injunction includes interdict, tort includes delict and indemnity includes relief. Headings, "Key term" labels and the plain-English summaries shown with these Terms are guides only; the clauses are what the parties agree to.
Part B · Clause 2
How each booking is made
Summary · a guide only
2.1 Terms apply to every Booking. These Terms apply to every Booking until replaced or withdrawn under clause 2.6. They are sent with GRHUM's enquiries and Booking Confirmations.
Key term2.2 How you accept. The Supplier accepts these Terms, and a Booking is made on them, at the first of: (a) signing them; (b) confirming availability, a hold or the Booking in writing; (c) issuing an invoice or payment request; (d) accepting or keeping any payment; (e) sending check-in or access details; (f) submitting the Checklist; or (g) letting the Guest in. This applies even before signature.
2.3 The whole contract. Each Booking consists only of these Terms, the Booking Confirmation, the Property Representation and the Acceptance Record. The Booking Confirmation prevails only on the Property, dates, Guests, rate, charges, payment schedule, services, levy treatment and cancellation not caused by Supplier breach, and on any term that states which clause it overrides and is signed by a GRHUM director. Nothing in a Booking Confirmation limits clause 6.1, 11 or 12. Neither party relies on any other statement, but this does not limit liability for fraud or for the Property Representation.
Key term2.4 No other terms. No Supplier Document forms part of or varies a Booking, whenever issued and even if GRHUM, the Client or the Guest signs, ticks, returns or does not object to it; any such signature is administrative only, given without authority, and is not acceptance. No GRHUM coordinator, agent or other employee can accept a Supplier Document or vary or waive these Terms; only clause 2.3 or 17.2 can. House rules may guide the Guest but create no obligation or charge for GRHUM or the Client. GRHUM asks each Guest to accept its Guest Terms and House Rules, and will pass to the Guest any reasonable Property-specific rule the Supplier gives it in writing before the Booking is made. Where GRHUM books through an online platform, the platform's terms govern the relationship between GRHUM and the platform; as between GRHUM and the Supplier these Terms prevail, and any refund or other sum due to GRHUM under these Terms that it does not recover through the platform is payable by the Supplier direct.
2.5 No conditions on access. The Supplier must not make access conditional on signing a Supplier Document, giving card or identity details, or paying anything not in the Booking Confirmation. Doing so is a denial of access.
2.6 Withdrawal and new versions. The Supplier may withdraw from future Bookings by written notice; existing Bookings continue on these Terms. A new version applies to Bookings made after it is signed or accepted under clause 2.2; until then the last accepted version applies.
Part C · Clauses 3–5
Your property and your compliance
Summary · a guide only
3.1 Your promise. The Supplier represents and warrants, when offering the Property, when each Booking is made and when access is released, that the Property Representation is complete, accurate and not misleading by statement, image or omission, and fairly shows the Property that will be handed over. The age of any photograph, video or listing used to offer the Property is no answer.
3.2 Our reliance. GRHUM does not usually inspect before booking. GRHUM and the Client rely on the Property Representation to book, commit funds, place the Guest and pay, and GRHUM may pass it to them.
3.3 Duty to disclose. Before the Booking is made, the Supplier must tell GRHUM in writing of every matter it knows, or would know through proper management and inspection, that is a Listed Discrepancy, makes the Property differ from the Property Representation, or could affect the Property's suitability for the Guest or a decision to book, move in or stay.
3.4 What counts as disclosure. Disclosure must say what the matter is, where it is and its current state. "Minor maintenance", "wear and tear" or "recently repaired" are not disclosure, nor is telling only the Guest, telling anyone on or after arrival, or mentioning it only in a Supplier Document.
3.5 Changes before arrival. Any change after the Booking is made must be notified in writing before access is released. GRHUM may accept it, require it to be put right before arrival, accept an alternative under clause 10.3 or cancel without liability, with a full refund under clause 11.2.
3.6 Misrepresentation. Each statement in the Property Representation is also a representation of fact inducing the Booking. GRHUM's rights under these Terms are additional to its rights for misrepresentation, including under the Misrepresentation Act 1967, the Misrepresentation Act (Northern Ireland) 1967, Scots law and Part V of the Sale of Goods and Supply of Services Act 1980 (Ireland). Innocence is no defence.
3.7 Accepted disclosures. A matter disclosed as clause 3.4 requires and accepted by GRHUM in writing before the Booking is made is not a Listed Discrepancy or a Material Discrepancy in the state disclosed. Acceptance covers only what was disclosed and does not cover a matter that has worsened or spread.
4.1 Ready before arrival. Before access is released the Supplier must check, clean and prepare the Property and put right any defect. At check-in the Property must match the Property Representation in every material respect, be free of every Listed Discrepancy not disclosed and accepted in writing, and be cleaned to the Checklist standard, including every item in clause 1.9(h).
Key term4.2 The comparison test. Performance is judged by comparing the Property Representation with the Property as found at check-in and during the Initial Period. GRHUM need not show that the Property was unfit, unsafe, hazardous or in disrepair, that any legal standard or hazard rating was engaged, or what caused any matter or how old or extensive it is.
Key term4.3 Listed Discrepancies are material. A Listed Discrepancy not disclosed and accepted is a Material Discrepancy. The Supplier may not argue that it was minor, cosmetic, historic, wear and tear, not a safety issue or incapable of affecting the Booking.
4.4 Business contract. This standard is additional to any term implied by law. The parties contract as businesses: the Consumer Rights Act 2015 and the Consumer Rights Act 2022 (Ireland) do not apply, and no rule requiring a customer to accept repair or repeat performance applies to GRHUM, the Client or the Guest.
Key term4.5 No sign of damp, mould or pests. Many Guest households include children, older people or people with health conditions, and have been moved because of the hazards in clause 1.9. At check-in, and throughout the stay unless the Guest caused it, the Property must be free of every sign in clause 1.9(a) and (b), whatever the cause (including condensation or a previous occupier) and whether or not it is being treated. Any such sign, or any hazard to health or safety, defeats the placement.
Key term4.6 Treatments and redecoration. Before the Booking is made, the Supplier must disclose in writing, with dates, locations and contractor, every damp or mould treatment, anti-mould or stain-block painting, damp-proofing, leak or roof repair, redecoration of a water-affected area and pest inspection or treatment in the last 12 months, with evidence that the cause was fixed. Failure to disclose is a Material Discrepancy.
4.7 Concealment. Painting over, covering or masking a sign in clause 1.9(a) or (b), including with furniture, decoration, last-minute cleaning, air fresheners, dehumidifiers or damp traps, without written disclosure, is a misrepresentation and a Material Discrepancy. Concealment or recent treatment does not show that a sign was absent at check-in.
4.8 Evidence. Photographs or video from the Guest, Client or GRHUM are enough evidence of a sign; no survey, moisture reading or expert report is needed. Earlier lettings without complaint and cleaners' or contractors' visits are not evidence of the condition at check-in unless supported by photographs or video of the relevant area taken after that visit. Surveys, reports, tests, photographs or video made for the Supplier after the Guest leaves are not evidence of the condition at check-in unless they show that the matter reported could not have existed then. Admissibility and weight remain for the court.
4.9 Signs appearing during the stay. A sign in clause 1.9(a) or (b) appearing during the stay is the Supplier's responsibility unless it proves the Guest caused it. The Supplier must attend within 24 hours of notice. If it is not fully remedied within 72 hours, or sooner where the Client reasonably needs the household moved for health or safety, GRHUM may relocate the Guest and end the Booking under clause 11.1(e).
Key term5.1 Authority and right to let. The Supplier warrants, when each Booking is made and throughout it, that it owns the Property or has the owner's written authority to let it; that every consent needed from any landlord, freeholder, management company, lender and insurer has been given; that no covenant or planning or title restriction prevents its use for the Booking; and that no notice, proceedings or sale affects its right to provide the Property for the whole Booking. It must give evidence within 48 hours of request and tell GRHUM at once of any change.
5.2 Legal compliance. The Supplier warrants that the Property and its use comply with every legal, licensing, registration, planning and safety requirement for short-term, holiday, serviced or temporary accommodation where it is. The Supplier must give GRHUM every licence, certificate and registration number that applies, which GRHUM may show in any listing or offer of the Property. The requirements include:
5.3 Safety records. The Supplier must hold, and give GRHUM within 48 hours of request: an annual gas safety record (where there is gas); an electrical installation condition report from the last 5 years and test records for appliances it supplies; a written fire risk assessment; evidence that smoke alarms on every storey and carbon monoxide alarms by every fuel-burning appliance are fitted and tested (interlinked where the law requires); a legionella risk assessment; furniture fire-safety compliance; any required energy performance certificate; and every licence, certificate and registration number that applies. Outside England, the equivalent records required where the Property is are needed instead.
Key term5.4 Insurance. The Supplier must hold public liability insurance of at least £5 million per claim, or €6 million for Properties in Ireland (or any lower amount in the Booking Confirmation), buildings and contents insurance covering short-term or serviced use with the insurer aware of that use, and employers' liability insurance where required. It must give evidence within 48 hours of request and tell GRHUM at once if cover lapses.
5.5 Occupancy and accessibility. The Supplier warrants that the Property may lawfully be occupied by the Guests in the Booking Confirmation, within any licence, occupancy or house-in-multiple-occupation limit, and that any accessibility features or equipment described are present and safe. It will make any reasonable adjustment the law requires for a disabled Guest, including under the Equality Act 2010, the Disability Discrimination Act 1995 in Northern Ireland and the Equal Status Acts 2000 to 2018 in Ireland, and will accept assistance dogs without any charge.
5.6 Your details, invoices and VAT. The contracting entity must be the one that invoices and is paid. The Supplier must give its legal name, company number, VAT number (if any), registered office and address for service, and notify changes. Invoices go to GRHUM, quote the booking reference and follow the Booking Confirmation. VAT may be charged only if the Supplier is registered for VAT in the United Kingdom or Ireland, as applicable, at the correct rate.
5.7 Lawful business. The Supplier must comply with anti-bribery, modern slavery, tax evasion, fraud, sanctions and equality law (including the Bribery Act 2010, the Modern Slavery Act 2015, the Criminal Finances Act 2017 and, in Ireland, the Criminal Justice (Corruption Offences) Act 2018), keep adequate procedures to prevent breaches, tell GRHUM at once of any breach, and not offer any gift or benefit to anyone at GRHUM or a Client in connection with a Booking.
Key term5.8 Devices. Before the Booking is made, the Supplier must tell GRHUM in writing of every camera, video doorbell, noise monitor, occupancy or smoke sensor and smart lock at the Property and what each records. No camera or microphone may be inside the Property. Cameras must not record sound or view inside the Property or neighbouring homes or gardens, and noise monitors must measure sound levels only. No noise monitor, occupancy sensor or other monitoring device may be in a bedroom or bathroom; this does not restrict a smoke, heat or carbon monoxide alarm. The Supplier is the controller of device data, must keep it for no more than 30 days unless needed for an incident, and may share it with GRHUM only for safety or a breach of GRHUM's Guest Terms and House Rules. An undisclosed or non-compliant device is a Material Discrepancy.
Part D · Clauses 6–8
Price, checklist and arrival
Summary · a guide only
Key term6.1 All-inclusive price. The rate includes everything needed to provide the Property: cleaning, linen, utilities, Wi-Fi, council tax, service charges, licences and, unless the Booking Confirmation shows it separately, any visitor levy. Nothing else may be charged to GRHUM unless the Booking Confirmation shows it, and nothing may be charged to the Client or the Guest.
6.2 Visitor levies. The Supplier must account for any visitor levy, show it separately within the rate on its invoice, and apply every exemption, relief and cap the law allows, including for households placed under housing or homelessness duties and for longer stays. It must give GRHUM its levy registration number, and GRHUM will pass on any evidence of exemption it holds.
Key term6.3 Payment. GRHUM pays as the Booking Confirmation states, which may be by instalments for longer stays. While a ground under clause 11.1 is unresolved GRHUM may hold back from an instalment the amount reasonably in dispute, telling the Supplier why in writing. If an undisputed sum is unpaid, the Supplier must give a GRHUM director 2 Business Days' written notice and may then cancel before arrival, but must never lock out, remove or restrict a Guest during a Booking.
6.4 Extensions. A Booking is extended only where the Client has authorised the extension, the Supplier has agreed to it in writing and GRHUM has confirmed it in a revised Booking Confirmation. The Supplier must reply to an extension request within 24 hours and may decline it. An extension is at the same rate and on these Terms unless GRHUM and the Supplier agree otherwise in writing, and must never be agreed directly with the Guest or Client.
6.5 Early departure. Unless the Booking Confirmation says otherwise, GRHUM may shorten a Booking on 14 days' written notice, and the Supplier must refund payments for later nights within 7 days of the new departure date.
6.6 Currency. Amounts are in the currency in the Booking Confirmation, which for Properties in Ireland is normally euro. Each party bears its own bank and currency conversion charges.
Key term6.7 No stay beyond check-out. A Booking ends at the check-out time on its check-out date. It does not continue, renew or extend automatically, and nothing a Guest says or does can extend it. GRHUM is liable to pay only for the nights and charges shown in a Booking Confirmation. GRHUM pays nothing for any period after check-out unless GRHUM and the Supplier have agreed it in writing beforehand and GRHUM has confirmed it in a revised Booking Confirmation under clause 6.4. The Supplier must not deduct any sum for such a period from a deposit, refund or other sum due to GRHUM. A Guest has no right to occupy the Property after check-out. A Guest who stays on does so without GRHUM's authority and without the Supplier's permission, and clauses 16.3 and 16.4 apply.
7.1 Completing the Checklist. The Supplier must complete the Checklist after the final clean and inspection, before access is released and within any reasonable time GRHUM sets. Each answer is a warranty and representation, given on submission and repeated on release of access, and binds the Supplier whoever gave it for the Supplier.
7.2 Confirms these Terms. Submitting the Checklist confirms that the Booking is on these Terms, that no Supplier Document applies and that the Property is checked and ready.
7.3 Pre-arrival photographs. The Supplier should send current photographs and a walkthrough video taken after the final clean, covering the whole Property, external doors, windows, boundaries and any disclosed matter.
7.4 No Checklist. If access is released without the Checklist, the Supplier is treated as certifying that the Property matches the Property Representation and is free of every Listed Discrepancy.
8.1 Check-in and contact. The Supplier must send working access details at least 24 hours before arrival (or at once for a later Booking), have access ready at the agreed time, keep an emergency contact available 24 hours a day and reply to GRHUM within 2 hours between 8am and 8pm. Access not available within 2 hours of the agreed check-in time is a denial of access.
Key term8.2 Rejection. The Guest, Client or GRHUM may reject the Property for a Material Discrepancy at any time in the Initial Period, by any written means including WhatsApp, and including through the Client or its agents. Rejection takes effect when first sent. A wrong date, time or description in a notice does not invalidate it where time-stamped material shows the true position.
Key term8.3 Evidence of condition at check-in. GRHUM will send the Supplier the report and any photographs promptly, and the Supplier must reply with any evidence made at the time within 24 hours (at the latest 48 hours); GRHUM may act on the evidence it has. Guest and Client material from the Initial Period is evidence of the condition at check-in. Where the Supplier sent no current photographs of the area concerned under clause 7.3, the matter is treated as existing at check-in unless the Supplier proves otherwise with reliable evidence made at the time. Admissibility and weight remain for the court.
Key term8.4 No right to cure. For a Material Discrepancy present at check-in, the Supplier has no right to attend, repair, re-clean, inspect, offer an alternative or offer a discount as a condition of GRHUM's rights. No such offer obliges the Guest to move in, stay, wait, return or allow inspection, none reduces GRHUM's rights or counts as repeat performance, and accepting a remedy waives nothing unless a GRHUM director agrees under clause 17.2.
Part E · Clauses 9–13
During the stay, refunds and losses
Summary · a guide only
9.1 Services and management. The Supplier keeps management control of the Property and provides the services in the Booking Confirmation.
9.2 Response times. Faults arising after the Initial Period must be fixed within a reasonable time. Anything posing an immediate risk to the Guest household's health or safety (including loss of heating, hot water, water, power, sanitation or security, a fire, gas or electrical fault, a risk of falls or structural failure, or signs of active pests) needs attendance and action within 4 hours where reasonably possible and must be made safe within 24 hours of notice. Other material faults must normally be fixed within 24 hours.
9.3 If you do not fix it. If the Supplier does not attend, make safe or fix a fault in time, GRHUM may arrange emergency work, relocate the Guest or end the Booking where continued stay is not reasonably acceptable, and recover its costs. GRHUM need not keep a Guest in a Property that it or the Client reasonably considers unsuitable because of a Supplier breach.
10.1 Tell us at once. The Supplier must tell GRHUM at once if it may be unable to provide the Property for any part of a Booking, for any reason.
Key term10.2 Relocation. If the Supplier cancels, cannot provide the Property or denies access, GRHUM may move the Guest to accommodation it considers suitable. The Supplier must refund under clause 11 and, within 7 days of demand, pay the reasonable extra cost of that accommodation for the rest of the Booking and the Guest's travel and moving costs. This does not apply to a cancellation made under clause 6.3.
10.3 Alternatives. GRHUM and the Client need not accept an alternative property. One accepted in writing by GRHUM becomes the Property on these Terms at no extra cost.
11.1 When we can end a Booking. GRHUM may end all or part of a Booking by written notice if: (a) there is a Material Discrepancy at check-in or in the Initial Period; (b) the Supplier materially breaches clause 3, 4, 5 or 7; (c) a warranty in clause 5.1 is untrue, or a required licence, registration, consent, safety record or insurance is missing or defective; (d) the Supplier cancels, double-books, substitutes the Property or denies or delays access; (e) clause 4.9 applies; (f) a fault is not dealt with as clause 9.2 requires and continued stay is not reasonably acceptable, which is always so if an immediate risk is not made safe within 24 hours of notice; (g) the Client or Guest reasonably refuses to move in or needs relocation because of a matter the Supplier is responsible for; (h) the Supplier breaches clause 5.7, 6.3, 14 or 16.3; or (i) the Supplier becomes insolvent or stops trading.
Key term11.2 Full refund. The Supplier must refund everything paid for the Booking, including any deposit, whether or not the Guest moved in, if the Property is rejected under clause 8.2, the Supplier cancels or denies access at check-in, or the Booking is ended under clause 11.1(a), (c), (d) or (g), or under clause 11.1(b) for a breach existing by the end of the Initial Period, in each case before the end of the Initial Period. If such a Booking is ended later, clause 11.3 applies and the Supplier must also refund every night on which the breach materially affected the Guest's use, safety or lawful occupation of the Property. This clause prevails over clause 11.3.
11.3 Later breaches. If a Booking is ended under clause 11.1 on any other ground, the Supplier must refund all nights after the end date, any period in which the accommodation was not supplied as agreed, and any charge that gave no real benefit.
Key term11.4 Timing and interest. Refunds are a debt payable within 7 days of written demand, with interest at 4% a year above Bank of England base rate (or, for sums in euro, above the European Central Bank main refinancing rate) from the date GRHUM paid (or, for nights after the Initial Period, from the date the Booking ended) until repayment. They are in addition to losses under clause 12, without double recovery.
Key term11.5 Your cancellation terms. No Supplier cancellation, non-refundable or minimum-stay term, or any other term or document, allows the Supplier to keep payment or gain any benefit from its own breach or from a Booking it cancels or that is rejected or ended under clause 11.1. Cancellation by GRHUM for other reasons follows the Booking Confirmation.
11.6 Re-letting. If the Supplier re-lets or uses the Property on any night paid for under a rejected, ended or cancelled Booking, it must account to GRHUM for the income received for that night, up to the amount paid for it and not refunded.
Key term12.1 Losses you cover. The Supplier is responsible for losses resulting from its breach, including: (a) sums paid and not refunded; (b) the reasonable extra cost of replacement accommodation; (c) reasonable travel, relocation and emergency contractor costs; (d) any sum the Client reasonably withholds, deducts, refuses to pay, recovers or credits to itself because of the breach, and any refund or compensation GRHUM reasonably and properly pays the Client or Guest; (e) interest under clause 11.4; (f) extra staff and administrative costs actually incurred in handling an exceptional breach or relocation, but not normal overheads; and (g) GRHUM's reasonable costs, including legal costs, of recovering any sum or enforcing these Terms.
Key term12.2 Advance payment. GRHUM pays in advance, and Clients usually pay GRHUM months later and may refuse to pay for, or recover, sums for accommodation they rejected or replaced. Both parties contemplate the losses in clause 12.1 when each Booking is made. These provisions protect GRHUM's legitimate interest in reliable accommodation for urgent placements and are not penalties.
Key term12.3 Mitigation and set-off. GRHUM will take reasonable steps to limit its loss and will credit sums recovered elsewhere. GRHUM may set off any sum due from the Supplier, or claimed in good faith, quantified in writing with supporting evidence and notified at least 5 Business Days before the payment date, against sums it owes the Supplier under any Booking. Any sum set off and later found not to be due will be repaid within 7 days with interest at the rate in clause 11.4.
Key term12.4 Indemnity. To the extent the law allows, the Supplier indemnifies GRHUM against third-party claims, fines and costs to the extent caused by its breach, negligence, unlawful act or lack of authority, including claims by a Guest or Client for injury, illness, loss or damage.
Key term12.5 Our liability. GRHUM's total liability to the Supplier for a Booking is limited to the charges payable for it, and it is not liable for the Supplier's indirect or consequential loss or loss of other business. This does not affect undisputed sums due, sums payable under clause 13.4 or 16.4, or cancellation charges payable under the Booking Confirmation.
12.6 Liabilities not limited. Nothing in these Terms limits liability for death or personal injury caused by negligence, for fraud, for refunds and relocation costs under clauses 10 and 11, or for anything that cannot lawfully be limited.
13.1 Return of deposit. Any deposit must be returned within 7 days after check-out unless a valid claim is made under clause 13.2.
13.2 Making a claim. A damage or deposit claim must be made within 24 hours after check-out (or, if that is not reasonably possible, as soon as possible with the reason, and never more than 7 days after check-out), itemised and supported by reliable, dated before-and-after photographs and an invoice or reasonable estimate.
13.3 What cannot be claimed. No deduction may be made for fair wear and tear, pre-existing damage, items not shown to have been present and intact at check-in, or betterment, and the Supplier must not deduct disputed sums from other Bookings, invoices, deposits or refunds.
13.4 Damage caused by Guests. Where the Booking Confirmation shows a security deposit, GRHUM will pay a valid claim under clause 13.2 for damage caused by a Guest up to that amount within 14 days of the claim being agreed or determined. For any larger amount, GRHUM will pursue the claim with the Client or Guest and pay the Supplier what it recovers within 14 days of recovery. GRHUM is not otherwise liable for a Guest's acts.
Part F · Clauses 14–18
Guests, law and signing
Summary · a guide only
14.1 Dealing with Guests. Except in an emergency or as clause 16.3 allows, communications with the Guest go through GRHUM. Without GRHUM's written consent the Supplier must not ask the Guest to sign anything, take any payment, deposit or identity document from the Guest, or give the Guest any notice about the Booking.
14.2 Entry. The Supplier may enter at reasonable times to provide services, inspect, maintain or repair, and at any time in an emergency. Except in an emergency it will give GRHUM and the Guest at least 24 hours' notice and co-ordinate the time with them.
14.3 Safeguarding and privacy. The Supplier must keep the Guest's presence and circumstances confidential. Everyone it sends to the Property must be identifiable and suitable and, where the Booking Confirmation identifies a safeguarding need, hold a basic DBS check issued in the last 12 months (or the Disclosure Scotland, AccessNI or, where obtainable, Garda vetting equivalent), confirmed to GRHUM without sending the certificate. It must report any safeguarding concern to GRHUM at once.
Key term14.4 Non-circumvention. For 12 months after a Booking ends, the Supplier must not knowingly solicit or accept accommodation business, in order to bypass GRHUM, from a Client, from a Guest for a stay funded or arranged by a Client or continuing a Booking, or from anyone introduced by GRHUM or known to it only through a GRHUM Booking. Pre-existing relationships, general advertising and business GRHUM approves are excluded. On breach the Supplier must pay GRHUM the margin it would reasonably have earned on that business, as a fair measure of its loss, and GRHUM may also seek an injunction. This clause goes no further than needed to protect GRHUM's business relationships.
14.5 Confidentiality. Each party must keep the other's commercial terms, and the details of Clients and Guests, confidential except as the Booking or the law requires.
14.6 Personal data. Each party is an independent controller of personal data under the UK GDPR and, where the Property or Guest is in Ireland, the EU GDPR and the Data Protection Act 2018 (Ireland). The Supplier will use Guest data only for the Booking and its legal duties, collect no more than it needs, keep it secure, not transfer it outside the UK or the European Economic Area except as data protection law permits, treat health and household details with the care required for special category data, not use it for marketing, delete it when no longer needed and tell GRHUM within 48 hours of any breach.
15.1 Keeping records. The Supplier must keep each Booking's records, including the Acceptance Record, the Property Representation (including each listing version), disclosures, Checklist, check-in and check-out evidence, invoices and safety, cleaning, repair and pest records: contractual, payment and safety records for 6 years, photographs and video for 24 months, and everything until any dispute is resolved.
15.2 Providing and preserving evidence. Records reasonably requested in a dispute must be provided within 48 hours where available, or the Supplier must explain why not. Neither party may alter, hide, destroy or mislabel evidence relevant to a known or likely dispute, and original media and messages must be kept until it is resolved.
Key term16.1 Licence, not tenancy. Each Booking is for short-term, holiday, serviced or temporary accommodation. At GRHUM's request the Supplier grants each Guest a personal licence to occupy the Property for the Booking only, keeping management control and access under clause 14.2. No rent or other payment is due from the Guest, and no tenancy, assured tenancy, private residential tenancy, occupation contract, private tenancy (Northern Ireland) or tenancy under the Residential Tenancies Acts 2004 to 2022 (Ireland) is intended or created between the Supplier, GRHUM and the Guest. The Supplier must not grant the Guest any other right, take any payment from the Guest or give any notice that the arrangement is an occupation contract. Where a local authority, the Northern Ireland Housing Executive or an Irish housing authority places a household, it does so under its housing or homelessness functions.
16.2 What each Guest accepts. Before access details are released to a Guest, GRHUM will obtain the lead Guest's written acceptance of its Guest Terms, which state that the Guest occupies under a personal licence for a temporary stay, that no tenancy is created, and that the licence ends at check-out unless GRHUM has extended it in writing. GRHUM tells the Guest the check-out date in the Guest's booking confirmation and check-in instructions and sends a reminder before check-out. GRHUM will give the Supplier a copy of the Guest's acceptance on request.
Key term16.3 The Supplier's right to recover the Property. During a Booking the Supplier may end or interrupt a Guest's occupation only through GRHUM. If a Guest remains in the Property after check-out, or after the date on which a Booking is ended under these Terms, the Supplier is entitled to require the Guest to leave, to recover possession of the Property and to remove the Guest and the Guest's belongings. The Supplier does not need GRHUM's consent and, for that purpose only, may communicate with the Guest and give the Guest notice to leave despite clause 14.1. The Supplier must never ask for or take any payment from the Guest. The Supplier must:
16.4 What GRHUM will do. Where a Guest remains after check-out, GRHUM will:
GRHUM is not liable for any sum it does not recover and is not required to bring or pay for proceedings. Each party bears its own costs of recovering the Property. GRHUM may also pursue the Guest and the Client for its own losses.
16.5 Governing law. These Terms and each Booking, including non-contractual obligations, are governed by the law of England and Wales. The Supplier must still comply with the law where the Property is, including in Scotland, Northern Ireland and Ireland, and nothing here excludes a rule of that law that cannot be excluded.
Key term16.6 Courts. Subject to any rule giving jurisdiction to the courts where the Property is, the courts of England and Wales have jurisdiction, and Supplier claims must be brought there. GRHUM may also sue where the Property is or the Supplier is based, and enforce any judgment in any competent court, including in Ireland under the Hague Judgments Convention 2019 where it applies.
16.7 Resolving disputes. Before issuing proceedings the parties will normally try for 14 days to settle a dispute through senior-level discussion, and may agree to mediate. This does not prevent urgent action, seeking interim relief, recovering a sum plainly due or protecting a limitation period.
17.1 Notices. Notices may be sent by email to the address in the Acceptance Record or last used about the Booking. Notices to GRHUM must be emailed to pcs@grhum.co.uk, marked for a director's attention where clause 6.3 applies. Rejections may also be given under clause 8.2. Times are UK time.
17.2 Changes and waivers. Except as clause 2.3 allows, a change, waiver or release is effective only if written, expressly referring to these Terms and signed by a GRHUM director and an authorised Supplier representative. Delay in enforcing a right does not waive it.
17.3 Severance. An invalid provision applies to the extent valid, or is severed, without affecting the rest. If clause 1.9, 4.3 or 8.3 is unenforceable, clauses 3, 4.1 and 4.2 still apply.
17.4 Events outside control. Events outside a party's control may excuse delay as the law allows but never entitle the Supplier to keep payment for accommodation not provided. Staffing, contractors, cash flow, maintenance, double-booking, loss of the right to let and the Property's condition are not such events.
17.5 Transfer and subcontracting. The Supplier may not transfer a Booking, substitute a property or subcontract its provision without GRHUM's written consent, and remains responsible for anyone it uses. GRHUM may transfer its rights to a group company or a buyer of its business.
17.6 Third parties. No one other than GRHUM and the Supplier may enforce these Terms. GRHUM may still recover loss arising from its liability to its Client.
17.7 Continuing provisions. Clauses 3, 4, 8 and 10 to 18, and any other provision intended to continue, continue after a Booking ends or these Terms are withdrawn.
18.1 Your confirmation. The Supplier confirms that it had a reasonable opportunity to read these Terms before signing and that the Important Commercial Provisions and the Key terms were specifically drawn to its attention. Where it signed through GRHUM's secure link, it also confirms that it reviewed and acknowledged each Part of the signing page.
18.2 Electronic signature and Acceptance Record. A typed, drawn or uploaded signature given through GRHUM's secure link has the same effect as a handwritten one, and these Terms may be made and proved electronically, including under section 7 of the Electronic Communications Act 2000, the Electronic Commerce Act 2000 (Ireland) and Article 25 of the eIDAS Regulation; no further formality is needed under the Requirements of Writing (Scotland) Act 1995. The Acceptance Record (the signed Terms and version, reference, signatory's name, email and signature, signing time, time each Part was acknowledged and audit data) is emailed to the Supplier and, unless manifestly wrong, is evidence of what was accepted, when and how.
18.3 Authority to sign. The signatory confirms authority to sign for the Supplier. If they had none, the Supplier ratifies these Terms by doing anything listed in clause 2.2.
Supplier Booking Terms and Conditions Issued 9 October 2026
GRHUM LTD · Registered in England and Wales no. 15105703 · 3 Sussex House, Stratton Close, Edgware HA8 6PY
GRHUM LTD · Registered in England and Wales no. 15105703 · 3 Sussex House, Stratton Close, Edgware HA8 6PY · All legal documents · Back to top
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