1. Introduction

Welcome to Pack2Go. These Booking Terms & Conditions (“Terms”) apply to all accommodation and service bookings made through the Pack2Go platform (“Platform”). By making a booking or using the Platform, you (“Guest”) agree to comply with and be bound by these Terms. Pack2Go acts as an online marketplace that connects Hosts offering short-term stays with Guests seeking last-minute or spontaneous travel opportunities. The legal contract for each booking is directly between you and the Host.

2. Definitions

• Host – The individual or business offering accommodation through the Platform.

• Guest – The individual making a booking through the Platform.

• Listing – The property or accommodation description posted by a Host.

• Reservation – A confirmed booking of a Listing by a Guest.

• Check-in / Check-out – The agreed start and end times of the booking period.

• Cancellation Policy – The Host’s selected refund and notice policy, displayed on each Listing.

• Service Fee – A non-refundable fee charged by Pack2Go to support Platform operations.

• Damage Deposit – A refundable sum paid by the Guest to the Host as security against property damage, loss, or breach of house rules.

3. Booking & Contract Formation

• A booking is confirmed when the Guest receives written confirmation via the Platform.

• A binding agreement is then formed between the Guest and the Host, governed by these Terms and the Listing details.

• Guests must provide accurate details, adhere to house rules, and respect the property.

• Hosts must honour confirmed bookings, maintain listing accuracy, and comply with all relevant laws and safety regulations.

4. Payments & Fees

• All accommodation payments are processed securely via the Pack2Go Platform unless stated otherwise.

• The price shown includes nightly rates, cleaning fees, and any mandatory charges, unless otherwise noted.

• Pack2Go may charge a Service Fee and/or payment processing fee, clearly disclosed before checkout.

• Taxes and Local Fees: Prices may include or exclude local occupancy or tourist taxes, which will be displayed at booking.

Damage Deposits

• Some Hosts may require a refundable Damage Deposit, payable directly to the Host or their property manager, not to Pack2Go.

• The deposit amount and payment method will be clearly stated in the Listing or booking confirmation.

• The Host is responsible for holding and refunding the deposit after check-out, typically within 7–14 days, less any deductions for:

  • property damage,
  • missing items,
  • excessive cleaning, or
  • breach of house rules (e.g., smoking, unauthorised pets).

• Any deductions must be supported by reasonable evidence (photos, invoices, or reports) if disputed.

• Pack2Go does not handle or hold Damage Deposits and is not responsible for refund administration or related disputes.

• Currency conversion and payment gateway charges may apply.

5. Cancellation Policies

Each Host selects a Cancellation Policy for their Listing. The applicable policy is displayed clearly before booking and forms part of the Guest’s contract.

5.1 Flexible Policy

• Full refund for cancellations made at least 7 days before check-in.

• If cancelled 1- 6 days before check-in a 50% refund will be offered.

• If cancelled on or after scheduled check-in date, no refund.

Example: Cancel 8 days before your stay → full refund. Cancel 1 day before your stay → 50% refunded. Cancel after check-in time → 0% refund.

5.2 Moderate Policy

• Full refund for cancellations made at least 14 days before check-in.

• If cancelled within 1-14 days of check-in time, 50% refund.

• If cancelled on or after scheduled check-in date, no refund.

Example: Cancel 15 days before check-in date → 100% refund. Cancel 13 days before check-in date → 50% refund. Cancel on day of check-in date → 0% refund.

5.3 Firm Policy

• 50% refund for cancellations made at least 21 days before check-in date

• No refund for cancellations within 21 days of check-in date.

Example: Cancel 22 days before check-in → 50% refund. Cancel 20 days before → no refund.

5.4 Non-Refundable Policy

• No refund once the booking is confirmed.

• Typically used for discounted or last-minute offers where flexibility is exchanged for big savings.

Example: Cancel at any time → no refund.

5.5 Force Majeure / Major Disruptive Events

• If unforeseen circumstances (e.g., government restrictions, natural disasters, major travel disruption) make it illegal or impossible to stay, Pack2Go may override the Host’s policy and issue a full or partial refund under its Major Disruptive Events Policy.

6. Late Arrivals and Early Departures

• Guests must notify the Host if arriving later than the stated check-in time.

• Hosts are not obliged to guarantee access beyond the check-in window.

• Failure to arrive within 12 hours of check-in without notice may be treated as a no-show, resulting in cancellation without refund.

• Early Departures: Guests leaving before the scheduled check-out date are not entitled to refunds for unused nights unless agreed by the Host.

7. Reservation Issues

If, upon arrival, the accommodation is unavailable, unsafe, or significantly misrepresented:

1. Contact the Host immediately to allow resolution.

2. If unresolved, contact Pack2Go Support within 24 hours of check-in at support@pack2go.co.uk

3. Pack2Go may mediate and, at its discretion, arrange a refund, credit, or alternative accommodation.

8. Dispute Resolution Process

Pack2Go promotes fair and transparent resolution of disputes between Guests and Hosts.

Step 1 – Direct Communication Guests and Hosts should first attempt to resolve the issue directly via the Platform within 72 hours.

Step 2 – Pack2Go Mediation If unresolved, either party may submit a claim to the Pack2Go Resolution Centre.

• Supporting evidence (e.g., photos, communication logs, receipts) may be requested.
• Pack2Go may propose a resolution (refund, credit, or denial).

Step 3 – Independent ADR If either party disagrees with Pack2Go’s decision, they may refer the case to an independent Alternative Dispute Resolution (ADR) provider registered under UK ADR Regulations 2015. Details are available on request.

Step 4 – Legal Action Nothing prevents either party from pursuing the matter in the courts of England & Wales.

9. Guest Obligations

• Follow all Host house rules and local regulations.

• Treat the property and neighbours respectfully.

• Report any damage or maintenance issues promptly.

• You are responsible for all actions of guests or visitors under your booking.

10. Host Obligations

• Maintain accurate, truthful listings.

• Ensure the accommodation is safe, clean, and legally compliant.

• Honour confirmed bookings unless prevented by genuine emergencies or force majeure.

11. Liability and Risk

Pack2Go acts only as a marketplace and does not own or manage any listed properties.

To the fullest extent permitted by law, Pack2Go disclaims liability for: * personal injury, loss, or damage occurring during a stay, or

* any issues arising from Host or Guest negligence or misrepresentation.

Guests and Hosts are encouraged to maintain appropriate insurance coverage.

12. Taxes and Local Charges

• Guests are responsible for any additional local taxes or levies not included in the booking price.

• Hosts are responsible for their own tax reporting, VAT, and licensing obligations

13. Privacy and Data

Pack2Go processes personal data in accordance with UK GDPR and the Pack2Go Privacy Policy Your data is shared only as necessary to facilitate and manage your booking.

14. Governing Law and Jurisdiction

These Terms are governed by the laws of England & Wales. Disputes arising from these Terms are subject to the exclusive jurisdiction of the English courts, unless otherwise required by consumer protection law.

15. Amendments & Updates

Pack2Go may update these Terms from time to time. Updated terms will be notified via the Platform or email and will apply to future Reservations (but not necessarily retroactively to existing bookings unless required by law).

16. Feedback & Reviews

• After your stay, you may be asked to leave a review for the Host. You agree to provide honest, fair feedback and not to include defamatory statements.

• Hosts and Guests must each abide by the Platform’s review policies and must not offer or accept incentives for positive reviews.

17. Severability

• If any provision of these Terms is held to be invalid or unenforceable under applicable law, that provision will be deemed removed and the remaining provisions will continue in full force.