Terms of Service

These terms govern your use of this website and set out the general basis on which Cosy Key Stays provides its services. They do not replace the specific booking confirmation, tenancy agreement or service contract we issue for an individual job — where those differ from this page, those documents take precedence.

By using this website you accept these terms. If you do not accept them, please do not use the site.

The content on this site is provided for general information. We take care to keep it accurate, but availability, pricing and property details change constantly and nothing on this site is an offer capable of acceptance.

Photographs, illustrations and descriptions are indicative. The property you are offered will be confirmed specifically in writing before you commit to anything.

You agree not to use this site to:

• Submit false enquiries or impersonate another person
• Attempt to gain unauthorised access to any part of it
• Scrape, copy or republish its content commercially
• Introduce malicious code or disrupt the service

Submitting the enquiry form does not create a booking. A booking exists only once we have confirmed it in writing and received the agreed deposit or payment.

Booking terms — including payment schedule, minimum stay, cancellation rights, damage deposits and house rules — are set out in the confirmation we send you. Please read them, because they are the terms that apply to your stay.

Our standard position is that cancellations made more than 14 days before check-in are refunded in full, less the deposit. Inside 14 days, we will make reasonable efforts to re-let the dates and refund whatever we recover.

Different terms may apply to long stays, corporate bookings and insurance placements. The terms that apply to you are the ones in your booking confirmation.

• Treat the property and its contents with reasonable care
• Do not exceed the stated maximum occupancy
• No parties or events — these bookings will be cancelled
• No smoking or vaping indoors at any property
• Respect quiet hours and the neighbours either side
• Report damage or faults promptly rather than at checkout
• Do not sublet or transfer the booking to anyone else

Cleaning work is quoted as a fixed price for a defined scope. If the property differs materially from what was described, we will tell you before starting and agree any change with you rather than adjusting the invoice afterwards.

We ask for safe access, working utilities and, for end of tenancy work, a property clear of belongings. Where these are not available and we cannot complete the job, a call-out charge may apply.

Our end of tenancy re-clean guarantee applies where an issue is reported within 48 hours of completion and the property has not been occupied in the meantime.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be limited.

Subject to that, our liability in connection with a booking or a cleaning job is limited to the amount you paid for it. We are not liable for indirect or consequential loss, or for loss of personal belongings left at a property.

We hold public liability insurance covering our operations.

If something has gone wrong, tell us first and give us the chance to put it right — email hello@cosykey.co.uk. We aim to acknowledge complaints within two working days and resolve them within fourteen.

These terms are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute arising from them.