PACK2GO TRAVELLER BOOKING TERMS

Last updated: 01/8/2026 These Traveller Booking Terms apply whenever you request, make an offer for or book Accommodation through Pack2Go. They should be read together with: the Pack2Go Terms of Service; the applicable Listing; the cancellation policy shown on the listing the Booking Confirmation; and any lawful house rules disclosed before payment. If there is a conflict, the order of priority stated in the Pack2Go Terms of Service will apply. 1. About Pack2Go Pack2Go is operated by: Pack2Go Travel Ltd Company number: 09914325 Registered office: 9 Mortimer Road, Cardiff, CF11 9JZ Pack2Go operates an online marketplace connecting accommodation Hosts with Travellers looking for last-minute and spontaneous stays. Unless expressly stated otherwise, Pack2Go does not own, manage or operate the Accommodation. The contract for the Stay is between the Traveller and the Host. Pack2Go provides the marketplace, messaging, booking and payment facilities and associated support. 2. Definitions In these Booking Terms: Accommodation means the holiday property, hotel room, apartment, villa, cottage, lodge or other short-stay accommodation being booked. Arrival Date means the scheduled check-in date. Booking means a confirmed reservation completed through Pack2Go. Booking Confirmation means the confirmation issued after payment has been successfully completed. Booking Contract means the contract between the Host and Traveller for the Stay. Booking Price means the total amount shown before payment. Damage Deposit means any separately disclosed refundable security amount required by a Host. Host means the individual or business offering the Accommodation. Listing means the description of the Accommodation and its available dates on Pack2Go. Stay means the confirmed period for which the Accommodation is booked. Traveller means the person making the Booking. 3. Before making a Booking Before completing payment, the Traveller must review: the Accommodation description; arrival and departure dates; sleeping capacity; party size; Booking Price; cancellation policy; check-in and check-out arrangements; house rules; accessibility information; pet rules; any Damage Deposit; and any material restrictions shown in the Listing. The Traveller must contact the Host before booking if any information essential to the Stay is unclear. The Traveller is responsible for ensuring that the Accommodation is suitable for their party’s needs. 4. Booking methods 4.1 Instant Deals An Instant Deal enables a Traveller to book or request Accommodation at the displayed price. 4.2 Private Deals and Make an Offer A Traveller may propose a price to the Host. The Host may accept, decline or counter the offer. Agreement in messages or acceptance of an offer does not by itself confirm the Booking. The Traveller must complete payment through Pack2Go and receive a Booking Confirmation. 4.3 Personalised Offers A Host may send an offer in response to a Traveller’s accommodation request. The Traveller is under no obligation to accept it. A Personalised Offer becomes a confirmed Booking only after payment has been successfully completed through Pack2Go and a Booking Confirmation has been issued. 5. Booking formation A Booking Contract is formed when: the required payment has been successfully authorised or collected; and Pack2Go issues the Booking Confirmation. Until both steps occur, availability and offers remain subject to confirmation. The Booking Contract incorporates: these Booking Terms; the Listing; the selected cancellation policy; the Booking Confirmation; and any lawful house rules disclosed before payment. 6. Prices and payments The amount payable will be displayed before the Traveller completes the Booking. The Booking Price may include: the Accommodation price; cleaning fees; compulsory Host charges; taxes collected through Pack2Go; visitor or tourism charges; and any other unavoidable charge disclosed before payment. Some local taxes may legally be payable at the Accommodation rather than through Pack2Go. Where known, these should be disclosed before Booking. Payments must be completed through Pack2Go. Payments are processed securely using Stripe or another payment provider identified at checkout. The Traveller must not arrange payment directly with the Host for the Accommodation or otherwise attempt to avoid the Pack2Go booking process. 7. Damage Deposits A Host may require a Damage Deposit only where the following were clearly disclosed before the Booking was completed: the deposit amount; why it is required; how and when it must be paid; who will hold it; when it will be returned; circumstances in which deductions may be made; and how a disputed deduction can be challenged. A Host must not introduce a new Damage Deposit after confirmation unless the Traveller expressly agrees. Where Pack2Go does not technically collect or hold a Damage Deposit, it may be collected and administered by the Host or property manager. In those circumstances: Pack2Go does not hold the deposit; the Host is responsible for safeguarding and returning it; any deductions must be reasonable and supported by evidence; normal wear and tear must not be charged to the Traveller; and the Host should return the balance within the period disclosed before Booking. Pack2Go may help facilitate communication about a disputed Damage Deposit but does not guarantee repayment or recovery. 8. Cancellation policies The cancellation policy displayed before payment applies to the Booking and forms part of the Booking Contract. Both conditions stated in a policy must be satisfied for the relevant refund to apply. Cancellation periods are calculated from the date and time the Booking Confirmation was issued. The deadline before arrival is calculated using the check-in time shown in the Booking Confirmation. If no check-in time is stated, 3:00 pm local time at the Accommodation will apply. 8.1 Fully-Flex The Traveller will receive a full refund if: the Booking is cancelled within 72 hours after confirmation; and cancellation takes place at least 24 hours before check-in. If both conditions are not met, the Booking is non-refundable unless the Host agrees otherwise or a refund is required under these Terms or by law. 8.2 Semi-Flex The Traveller will receive a full refund if: the Booking is cancelled within 24 hours after confirmation; and cancellation takes place at least 72 hours before check-in. If both conditions are not met, the Booking is non-refundable unless the Host agrees otherwise or a refund is required under these Terms or by law. 8.3 Standard The Traveller will receive a refund equal to 50% of the Booking Price if: the Booking is cancelled within 120 hours after confirmation; and cancellation takes place at least 72 hours before check-in. If both conditions are not met, the Booking is non-refundable unless the Host agrees otherwise or a refund is required under these Terms or by law. 8.4 Non-Refundable No refund is due following Traveller cancellation after confirmation unless: the Host agrees otherwise; another provision of these Terms applies; or a refund is required by law. 8.5 Bookings made close to arrival A Booking made close to check-in may become non-refundable immediately if there is insufficient time to meet both conditions of the selected policy. The cancellation deadline or refund position should be shown before payment. 8.6 No general cooling-off period Accommodation booked for a specific date or period is ordinarily excluded from the standard 14-day cancellation right that applies to some online contracts. 8.7 How to cancel The Traveller should cancel through their Pack2Go Account or contact Pack2Go. Merely messaging the Host, failing to arrive or ceasing communication does not necessarily constitute a valid cancellation. 8.8 Refund timing Approved refunds will normally be returned to the original payment method. The time taken to appear in the Traveller’s account may depend on Stripe, the card issuer and the Traveller’s bank. 9. Cancellation by the Host A Host must notify the Traveller and Pack2Go immediately if the Accommodation cannot be provided. Where the Host cancels a confirmed Booking, the Traveller will ordinarily receive a full refund of the sums paid through Pack2Go for that Booking. Pack2Go may assist in identifying alternative Accommodation but does not guarantee that a suitable replacement will be available. Unless required by law or expressly agreed, Pack2Go is not responsible for independent travel arrangements such as flights, ferries, trains or car hire. 10. Changes to a Booking Changes to dates, party size, Accommodation or price must be agreed with the Host and recorded through Pack2Go. A material change is not confirmed until: it is accepted through the Service; any additional payment has been completed; and revised confirmation has been issued. Travellers must not arrange off-platform payments for Booking changes. 11. Late arrival and no-shows The Traveller must notify the Host as soon as possible if they expect to arrive outside the stated check-in window. The Host will take reasonable steps to provide access, but access outside the disclosed check-in arrangements cannot always be guaranteed. A Traveller who fails to arrive and does not contact the Host or Pack2Go may be treated as a no-show. A no-show does not ordinarily entitle the Traveller to a refund. I would remove the automatic 12-hour rule unless every Host follows exactly the same operational process. A universal cut-off could produce unfair results, especially where a late flight or ferry is involved. 12. Early departure A Traveller who chooses to leave before the scheduled check-out date is not ordinarily entitled to a refund for unused nights. This does not apply where the early departure is reasonably caused by: the Accommodation being unavailable; a serious safety issue; a material difference from the Listing; a significant unresolved failure by the Host; or another circumstance giving rise to a legal or contractual remedy. 13. Problems during a Stay The Traveller should notify the Host promptly if there is a problem and, where reasonable, allow the Host an opportunity to investigate and resolve it. The Traveller should also contact Pack2Go promptly where: the Accommodation is unavailable; access cannot be provided; it is materially different from the Listing; a significant advertised facility is unavailable; there is a serious safety or cleanliness issue; or the Host has not resolved a material problem. The Traveller should provide relevant evidence where possible, including photographs, messages or receipts. Pack2Go may facilitate communication, review relevant records and assist with an agreed or legally justified outcome. Depending on the circumstances, an outcome may include: correction of the problem; alternative Accommodation; a partial refund; a full refund; or no refund. Pack2Go does not act as a court, insurer or guarantor and cannot promise a particular outcome. 14. Major disruptive events An event outside the reasonable control of the Host or Traveller does not automatically create or remove a right to a refund. Where an event makes the Stay unlawful, impossible or materially affected, the position will be considered in accordance with: the selected cancellation policy; the Booking Contract; any published Pack2Go Major Disruptive Events Policy; mandatory legal rights; and the individual circumstances. Relevant events may include: government restrictions; natural disasters; serious public-safety emergencies; closure or legal inaccessibility of the Accommodation; or major failure of essential local infrastructure. Ordinary illness, changes of plan, transport delays or inability to travel will not automatically qualify as a major disruptive event. Appropriate travel insurance is strongly recommended. 15. Traveller responsibilities The Traveller must: provide accurate booking and party details; comply with occupancy limits; follow lawful house rules; treat the Accommodation and neighbours respectfully; supervise children and permitted visitors; not hold unauthorised parties or events; not bring pets unless permitted; report serious damage or maintenance issues promptly; use the Accommodation lawfully; and ensure that the travelling party complies with these requirements. The Traveller may be responsible for loss or damage caused by them or their party, excluding normal wear and tear. Any claim should be reasonable and supported by evidence. 16. Host responsibilities The Host is responsible for: keeping the Listing accurate; providing the Accommodation described; maintaining accurate availability; complying with applicable safety, licensing and legal obligations; maintaining appropriate insurance; honouring confirmed Bookings; providing reasonable arrival information; responding appropriately to material issues; and applying the disclosed cancellation and Damage Deposit terms fairly. 17. Communication and off-platform bookings Communications before confirmation should remain within Pack2Go wherever reasonably possible. All Bookings introduced through Pack2Go must be completed and paid for through the Service. A Traveller must not: ask to pay the Host directly; provide payment details to avoid Pack2Go; redirect the Booking to another website; falsely cancel a Booking in order to complete it elsewhere; or otherwise attempt to avoid Pack2Go’s booking process. After confirmation, direct communication may be used where reasonably necessary for arrival, access and management of the Stay. 18. Complaints and disputes The Host and Traveller should first try to resolve an issue through clear and respectful communication. If the issue remains unresolved, either party may contact Pack2Go at: hello@pack2go.co.uk or [support email, if different] Pack2Go may request: photographs; receipts; Listing information; message records; Booking details; and other relevant evidence. Pack2Go may help facilitate a resolution and may take steps available through the Service, including processing an agreed refund or adjusting a payout where permitted. Pack2Go does not provide binding arbitration unless expressly agreed. Nothing in these Terms prevents either party from pursuing a legal remedy. Consumer terms must remain fair and transparent, and broad clauses allowing a business to decide disputes entirely at its own discretion may be vulnerable to challenge. 19. Reviews Reviews must: relate to a genuine Booking; reflect the reviewer’s honest experience; be relevant and fair; not contain unlawful or abusive content; not disclose unnecessary personal information; and not be given in return for an undisclosed incentive. Pack2Go may remove a review that breaches its review rules or these Terms. 20. Privacy Pack2Go processes personal information in accordance with the Pack2Go Privacy Policy. Relevant Booking information will be shared with the Host and service providers where necessary to arrange and administer the Stay. The Host may separately be responsible for certain processing carried out for their accommodation business or local legal obligations. 21. Insurance Travellers are strongly encouraged to obtain suitable travel insurance from the date of Booking. Insurance should be considered for: cancellation; illness or injury; transport disruption; medical expenses; personal belongings; and other circumstances preventing or affecting travel. 22. Pack2Go’s role and liability Pack2Go operates the marketplace but does not ordinarily own or manage the Accommodation. The Host is responsible for providing the Stay and fulfilling the Booking Contract. Nothing in these Terms excludes or restricts: liability for death or personal injury caused by negligence; liability for fraud or fraudulent misrepresentation; consumer rights that cannot be excluded; or any other liability that cannot legally be limited. The fuller liability provisions in the Pack2Go Terms of Service also apply. 23. Governing law These Booking Terms are governed by the laws of England and Wales. A consumer resident elsewhere in the United Kingdom retains any mandatory protections available under the law of their place of residence. A consumer may bring proceedings in any court available to them under applicable consumer law. 24. Changes to these Booking Terms Pack2Go may update these Booking Terms from time to time. Changes will ordinarily apply only to Bookings made after the updated Terms take effect. The terms and cancellation policy accepted when an existing Booking was confirmed will continue to apply unless: the Host and Traveller agree otherwise; a change is required by law; or an urgent safety or security issue requires action. 25. Contact Pack2Go Travel Ltd 9 Mortimer Road Cardiff CF11 9JZ Email: hello@pack2go.co.uk