Terms of Service
PACK2GO TERMS OF SERVICE
Last updated: 01/08/2026
Please read these Terms of Service carefully before using Pack2Go.
- About these Terms
These Terms of Service govern your access to and use of the Pack2Go website, marketplace and related services.
By accessing Pack2Go, creating an Account, purchasing a Host Membership, publishing a Listing, submitting an offer or completing a Booking, you agree to be bound by these Terms.
If you do not agree to these Terms, you must not use the Service.
Different sections apply depending on whether you use Pack2Go as a Traveller, a Host or both.
Our Privacy Policy and any policies, rules or guidance expressly referred to in these Terms also apply to your use of the Service.
- About Pack2Go
Pack2Go is operated by:
Pack2Go Travel Ltd Company number: 09914325 Registered office: 9 Mortimer Road, Cardiff, CF11 9JZ
In these Terms, Pack2Go Travel Ltd is referred to as “Pack2Go”, “we”, “us” or “our”.
You can contact us at:
Email: hello@pack2go.co.uk Website: www.pack2go.co.uk
- Our role
Pack2Go operates an online marketplace that enables:
Hosts to advertise unexpected availability, cancellations and other accommodation dates; Travellers to discover and book last-minute stays; Travellers to make private offers to Hosts; Travellers to submit requests for Personalised Offers; and Hosts and Travellers to communicate and complete Bookings through the Service.
Unless we expressly state otherwise, Pack2Go does not own, manage or operate the Accommodation advertised on the Service.
When a Booking is confirmed, the contract for the provision of the Accommodation is between the Host and the Traveller. We refer to this as the Booking Contract.
Pack2Go is not ordinarily a party to the Booking Contract. We provide the marketplace, communications tools, payment facilities and associated support.
Hosts are responsible for providing the Accommodation and fulfilling confirmed Bookings. Travellers are responsible for paying for and complying with the terms of their Booking.
Nothing in these Terms excludes or limits Pack2Go’s responsibility for the services that we provide directly or any liability that cannot lawfully be excluded.
- Definitions
In these Terms:
Accommodation means a holiday home, cottage, villa, apartment, hotel room, lodge, glamping unit or other short-stay accommodation offered through the Service.
Account means a registered Pack2Go user account.
Arrival Date means the scheduled check-in date for a Booking.
Booking means a confirmed reservation for Accommodation made through Pack2Go.
Booking Confirmation means the confirmation issued through the Service after the required payment has been successfully completed.
Booking Contract means the agreement between a Host and a Traveller for the provision of the Accommodation.
Booking Price means the total price payable by the Traveller for a Booking, as displayed before payment.
Content means text, photographs, videos, reviews, messages, property information and other material uploaded or submitted to the Service.
Host means a person or business offering Accommodation through Pack2Go.
Host Membership means a paid subscription giving a Host access to relevant Pack2Go features.
Host Payout means the amount payable to the Host in relation to a completed Booking after deductions permitted by these Terms.
Instant Deal means a Listing offering Accommodation at a displayed price, which may include an automatic discount based on proximity to the Arrival Date.
Listing means an advertisement or offer for Accommodation published or created through Pack2Go.
Make an Offer or Private Deal means a Listing that enables a Traveller and Host to privately propose, accept, reject or counter a Booking Price.
Personalised Offer means an offer made by a Host in response to a Traveller’s accommodation request.
Host Platform Fee means the fee charged to the Host by Pack2Go in connection with a Booking, normally equal to 5% of the Accommodation Price.
Traveller Booking Fee means the fee charged to the Traveller by Pack2Go in connection with a Booking, normally equal to 5% of the Accommodation Price.
Accommodation Price means the amount set or agreed by the Host for the Accommodation, before the Traveller Booking Fee is added and before the Host Platform Fee is deducted.
Total Booking Price means the total amount payable by the Traveller, including the Accommodation Price, Traveller Booking Fee and any other compulsory charges or taxes collected through Pack2Go..
Service means the Pack2Go website, marketplace, Account areas, messaging facilities and related services.
Stay means the period during which a Traveller is booked to occupy the Accommodation.
Stripe means Stripe Payments UK Ltd, its affiliates or another Stripe entity providing payment services.
Traveller means a person who searches for, requests or books Accommodation through Pack2Go.
User means any person accessing or using the Service, including a Host or Traveller.
You means the person or legal entity accessing or using the Service.
- Eligibility
You must be at least 18 years old and legally capable of entering into a binding contract to create an Account, purchase a Host Membership or complete a Booking.
If you create an Account or use the Service for a company, partnership or other organisation, you confirm that you have authority to bind that organisation to these Terms.
You must not use the Service if you are legally prohibited from doing so.
- Accounts 6.1 Creating an Account
You must provide accurate, complete and current information when creating or using an Account.
You must update your information promptly if it changes.
You must not:
create an Account using false information; impersonate another person or business; create an Account for someone else without their permission; create multiple Accounts to avoid restrictions or fees; or transfer your Account without our written permission. 6.2 Account security
You are responsible for keeping your login details secure and for activity conducted through your Account.
You must notify us promptly if you believe your Account has been accessed without permission.
We may require you to change your password or take other security steps.
6.3 Identity and business verification
We or Stripe may require identity, address, business, bank-account or other verification information.
Hosts must complete any verification reasonably required before receiving payouts.
We may restrict Account features, delay a payout or prevent a Booking from being completed until required verification has been successfully completed.
Completion of verification does not amount to a guarantee or endorsement by Pack2Go of any User, Listing or Accommodation.
- Host Memberships 7.1 Membership requirement
Hosts may be required to hold an active Host Membership to publish Listings, receive Traveller requests, respond with offers or use other Host features.
Available plans, prices, billing periods and included features will be displayed before the Host purchases a Membership.
7.2 Membership charges
Host Membership fees are charged in advance using the payment method selected by the Host.
Unless otherwise stated at purchase, Memberships renew automatically at the end of the applicable monthly, quarterly or annual billing period.
By purchasing a recurring Membership, the Host authorises us or our payment provider to collect the applicable renewal fee until the Membership is cancelled.
7.3 Cancelling a Membership
A Host may cancel renewal through their Account, where that facility is available, or by contacting us.
Cancellation stops the Membership from renewing at the end of the current paid billing period. It does not ordinarily result in a refund for any unused part of that billing period, except where:
required by applicable law; expressly stated at the time of purchase; or agreed by Pack2Go.
Cancelling a Host Membership does not cancel, alter or remove the Host’s obligations in relation to an existing enquiry, accepted offer or confirmed Booking.
The Host must continue to honour all confirmed Bookings.
7.4 Failed payments
If a Membership payment fails, we may:
request an alternative payment method; retry the payment; suspend Host features; remove or pause Listings; or cancel the Membership. 7.5 Changes to Membership prices
We may change Membership prices or features.
Where a change affects an existing recurring Membership, we will provide reasonable notice before the change takes effect.
The Host may cancel the Membership before the next renewal if they do not accept the change.
- Host Listings 8.1 Authority to offer Accommodation
A Host may publish or offer Accommodation only if the Host:
owns the Accommodation; has authority from the owner to offer it; or is otherwise legally entitled to enter into the Booking Contract.
The Host must provide evidence of that authority if reasonably requested.
8.2 Listing accuracy
The Host must ensure that every Listing is accurate, complete and not misleading.
This includes information about:
location; Accommodation type; photographs; sleeping arrangements; capacity; accessibility; facilities and amenities; restrictions; house rules; prices; taxes and compulsory charges; availability; check-in and check-out times; cancellation policy; and any material building work, noise or limitation affecting the Stay.
Photographs must show the Accommodation being offered or clearly identify where an image is representative.
The Host must update or remove inaccurate information promptly.
8.3 Prices and discounts
Hosts are responsible for setting their prices, subject to any automatic discount structure selected for an Instant Deal.
Any price comparison, discount, saving or reference price must be genuine and must compare the same or materially equivalent Accommodation, occupancy, inclusions and Stay dates.
Hosts must not inflate a reference price to create a misleading discount.
Any unavoidable fee, tax or charge known to the Host must be disclosed so that the total Booking Price can be shown clearly before payment.
Online accommodation providers are expected to show unavoidable charges upfront and ensure discount and availability claims are genuine and not misleading.
8.4 Availability
Hosts must keep availability accurate and promptly remove dates that are no longer available.
A Host must not knowingly accept overlapping or conflicting Bookings.
8.5 Host compliance
The Host is solely responsible for ensuring that the Accommodation and its operation comply with applicable laws and requirements, including where relevant:
planning and short-term letting restrictions; registration and licensing; fire, gas, electrical and general safety requirements; occupancy restrictions; insurance; tax obligations; consumer-protection requirements; equality and anti-discrimination law; and local tourism or visitor charges.
Pack2Go does not provide legal, tax, licensing or insurance advice to Hosts.
8.6 Insurance
Hosts must maintain insurance appropriate for the Accommodation and the activity carried on there.
Pack2Go does not provide property, public-liability, cancellation or damage insurance on behalf of Hosts unless expressly stated.
8.7 House rules
Hosts may impose reasonable house rules, provided that they:
are lawful; are disclosed before Booking; do not conflict with these Terms; do not materially alter the Booking after confirmation; and are applied fairly and consistently.
A Host may not introduce new material restrictions after a Booking has been confirmed unless the Traveller expressly agrees.
- Traveller responsibilities
The Traveller must:
provide accurate contact and party information; disclose the correct number of adults, children and infants; comply with occupancy limits; follow disclosed house rules; use the Accommodation lawfully and responsibly; not hold parties or events unless expressly permitted; not bring pets unless expressly permitted; take reasonable care of the Accommodation and its contents; notify the Host promptly of serious damage, defects or safety concerns; and ensure that members of their party and permitted visitors comply with the Booking Contract.
The Traveller is responsible for the conduct of people included in or invited to the Booking, to the extent permitted by law.
The person making the Booking must have authority to make it on behalf of the travelling party and must ensure that the party is aware of the applicable terms.
- Types of offer 10.1 Instant Deals
An Instant Deal displays a price for specified Accommodation dates.
Depending on the Listing settings, the Traveller may be able to complete the Booking immediately or submit a booking request for Host approval.
A Booking is not confirmed until payment has been successfully completed and a Booking Confirmation has been issued.
10.2 Private Deals and Make an Offer
A Traveller may propose a price to a Host through a Make an Offer Listing.
The Host may:
accept the offer; reject it; make a counteroffer; or ask reasonable questions before responding.
An offer or counteroffer may expire after the period shown in the Service or after a reasonable time.
An accepted offer does not, by itself, confirm the Booking.
The Traveller must complete the Pack2Go checkout and successfully make the required payment before the Booking is confirmed.
10.3 Personalised Offers
A Traveller may submit a request specifying matters such as destination, dates and party size.
Pack2Go may make that request available to relevant Hosts.
Hosts are not obliged to respond, and Travellers are not obliged to accept an offer.
A Personalised Offer does not become a confirmed Booking until the Traveller completes payment through Pack2Go and receives a Booking Confirmation.
10.4 No guarantee
Pack2Go does not guarantee:
that any particular Accommodation will be available; that a Host will accept an offer; that a Traveller will accept a Host’s response; that a request will receive any offers; or that use of the Service will result in a Booking. 11. Booking formation
Before payment, the Traveller must review:
the Accommodation; Stay dates; party size; Booking Price; cancellation policy; house rules; material restrictions; and any other information displayed at checkout.
A Booking Contract is formed when:
the required payment has been successfully authorised or collected; and Pack2Go issues a Booking Confirmation.
Messages, discussions, offers, counteroffers or provisional agreements do not create a confirmed Booking unless and until these steps have taken place.
If there is an obvious pricing, availability or technical error, we or the Host may decline to confirm the Booking.
If payment has already been taken for a Booking that cannot be confirmed, it will be refunded.
- Prices, fees and taxes 12.1 Accommodation Price
The Host sets or agrees the Accommodation Price, subject to any automatic discount or pricing structure applicable to the Listing.
The Accommodation Price is the amount charged for the Accommodation before:
the Traveller Booking Fee is added; and the Host Platform Fee is deducted. 12.2 Traveller Booking Fee
Pack2Go charges the Traveller a Booking Fee normally equal to 5% of the Accommodation Price.
The Traveller Booking Fee contributes towards:
secure payment processing; operation of the Pack2Go marketplace; booking administration; customer support; fraud prevention; and development and marketing of the Service.
The exact Traveller Booking Fee and Total Booking Price will be displayed before the Traveller completes payment.
The Traveller Booking Fee is mandatory and will be included in the total price displayed to the Traveller in accordance with applicable price-transparency requirements.
12.3 Host Platform Fee
Pack2Go charges the Host a Platform Fee normally equal to 5% of the Accommodation Price.
The Host Platform Fee is deducted from the Host Payout.
The applicable fee will be displayed or otherwise communicated to the Host before the Host accepts or confirms the relevant Booking.
12.4 Total Booking Price
The Total Booking Price payable by the Traveller may include:
the Accommodation Price; the Traveller Booking Fee; compulsory cleaning or Host charges; taxes collected through Pack2Go; visitor or tourism charges; and any other unavoidable charge disclosed before payment.
All unavoidable charges that can reasonably be calculated in advance will be included in the total price shown to the Traveller.
Where a charge cannot reasonably be calculated in advance, such as a locally collected tax dependent on individual circumstances, the nature of the charge and the method of calculation will be disclosed before Booking where known.
12.5 Changes to fees
Pack2Go may change its fees for future Bookings.
A fee change will not retrospectively alter the fees applying to a confirmed Booking.
12.6 Taxes on fees
Pack2Go’s fees may include or be subject to VAT or other applicable taxes.
Where tax must be added separately, this will be disclosed before the relevant payment or Booking is confirmed.
- Traveller payments
The Traveller must pay the amount shown at checkout when the Booking is confirmed.
Payments are processed using Stripe or another payment provider identified through the Service.
Payment cards may be subject to authorisation, fraud-prevention and validation checks.
If payment is declined or cannot be completed, the Booking will not be confirmed.
The Traveller confirms that they are authorised to use the chosen payment method.
Pack2Go does not ordinarily receive or store complete card details.
The Traveller may be required to agree to additional terms imposed by Stripe or another payment provider.
- Pack2Go fees 14.1 Traveller Booking Fee
Pack2Go charges the Traveller a fee normally equal to 5% of the Accommodation Price.
The fee is added when calculating the Total Booking Price and is collected at the same time as the Accommodation payment.
14.2 Host Platform Fee Pack2Go charges the Host a Platform Fee equal to 5% of the Booking Price, unless a different fee has been clearly agreed or displayed before the Host accepts the relevant Booking.
The Platform Fee is normally deducted from the Host Payout.
The Platform Fee contributes towards the operation of the Service, secure payment facilities, marketing, administration and customer support.
Where applicable, VAT or other taxes may be added to or included in the Platform Fee.
14.3 Different fees
Where a promotional, negotiated or alternative fee applies, it must be clearly disclosed to the relevant User before the Booking is confirmed.
14.4 Fee avoidance
Users must not structure a Booking, payment or amendment to avoid either the Traveller Booking Fee or Host Platform Fee.
- Host payouts 15.1 Payout timing
Subject to these Terms and Stripe’s requirements, the Host Payout will ordinarily be scheduled for release two days after the Stay has ended.
The time at which funds reach the Host’s nominated bank account may vary because of:
bank processing times; weekends or public holidays; currency conversion; Stripe processing; identity or account verification; fraud or security reviews; disputes or chargebacks; or other circumstances outside Pack2Go’s reasonable control. 15.2 Payout amount
The Host Payout will normally equal the Accommodation Price and any Host charges collected on the Host’s behalf, less:
the 5% Host Platform Fee; refunds; chargebacks; reversals; agreed Booking adjustments; applicable taxes or legally required deductions; any payment-processing costs expressly allocated to the Host; and any other amount properly due under these Terms.
The Traveller Booking Fee does not form part of the Host Payout. 15.4 Delayed or withheld payouts
We may reasonably delay, withhold, reverse or adjust a Host Payout where necessary to:
process a refund; investigate suspected fraud; address a cancellation; respond to a chargeback; investigate a material complaint; obtain required verification; comply with law or payment-provider requirements; or investigate a suspected breach of these Terms.
We will not withhold funds for longer than is reasonably necessary in the circumstances.
15.5 Chargebacks after payout
If a payment is reversed or charged back after the Host has been paid, the Host authorises Pack2Go, where legally and technically permitted, to:
deduct the amount from a future payout; debit an authorised payment method; set the amount off against sums otherwise due; or request repayment from the Host.
We will provide information about the chargeback where reasonably possible.
- Keeping Bookings on Pack2Go 16.1 On-platform requirement
All Bookings arising from an introduction, Listing, request, offer, enquiry or communication made through Pack2Go must be completed and paid for through the Service.
Hosts and Travellers must not use Pack2Go to find or communicate with one another and then arrange the same or a materially related Booking outside the Service.
16.2 Prohibited circumvention
Users must not:
ask for or offer direct payment for a Pack2Go-introduced Booking; encourage another User to avoid the Pack2Go checkout; redirect an enquiry to another booking platform or website to avoid fees; divide a Booking between Pack2Go and an off-platform payment arrangement; provide contact or payment information for the purpose of avoiding Pack2Go; misrepresent a Booking as cancelled in order to complete it elsewhere; or otherwise attempt to avoid the Pack2Go booking process or applicable fees. 16.3 Confirmed Booking communications
This section does not prevent Hosts and Travellers from communicating directly where reasonably necessary to manage a confirmed Booking, including providing:
arrival instructions; access details; emergency contact information; directions; or information needed during the Stay.
Payment and material Booking changes should continue to be managed through Pack2Go.
16.4 Breach
If we reasonably believe that a User has attempted to circumvent the Service, we may:
issue a warning; remove contact or payment information from Content; restrict messaging; remove or suspend a Listing; suspend or terminate the Account; cancel Membership privileges; or take other proportionate steps to protect the Service.
A Host remains liable for fees properly due in relation to a Booking introduced through Pack2Go where the Host has deliberately arranged for that Booking to be completed outside the Service.
- Cancellation policies 17.1 Policy selected by the Host
Each Host must select one of the Pack2Go cancellation policies for the Listing.
The applicable policy will be displayed before the Traveller pays and will form part of the Booking Contract.
Once a Booking has been confirmed, the Host must not replace the applicable policy with a less favourable policy.
17.2 Calculating cancellation deadlines
The cancellation period is calculated from the date and time at which the Booking Confirmation is issued.
References to the time before arrival are calculated by reference to the scheduled check-in time displayed in the Booking Confirmation.
Where no check-in time is displayed, the deadline will be calculated using 3:00 pm local time at the Accommodation on the Arrival Date.
Both conditions stated in a cancellation policy must be met for the applicable refund to be due.
17.3 Fully-Flex
The Traveller will receive a full refund if:
the Booking is cancelled within 72 hours after it is confirmed; and the cancellation is made at least 24 hours before the scheduled check-in time.
If both conditions are not met, the Booking is non-refundable unless:
the Host agrees otherwise; another provision of these Terms applies; or a refund is required by law. 17.4 Semi-Flex
The Traveller will receive a full refund if:
the Booking is cancelled within 24 hours after it is confirmed; and the cancellation is made at least 72 hours before the scheduled check-in time.
If both conditions are not met, the Booking is non-refundable unless:
the Host agrees otherwise; another provision of these Terms applies; or a refund is required by law. 17.5 Standard
The Traveller will receive a refund equal to 50% of the Booking Price if:
the Booking is cancelled within 120 hours after it is confirmed; and the cancellation is made at least 72 hours before the scheduled check-in time.
If both conditions are not met, the Booking is non-refundable unless:
the Host agrees otherwise; another provision of these Terms applies; or a refund is required by law. 17.6 Non-Refundable
No refund is due if the Traveller cancels after the Booking has been confirmed, unless:
the Host agrees otherwise; another provision of these Terms applies; or a refund is required by law. 17.7 Bookings made close to arrival
Where a Booking is made too close to the scheduled check-in time for the conditions of the selected cancellation policy to be satisfied, the Booking may become non-refundable immediately upon confirmation.
The refund position should be displayed as clearly as reasonably possible before payment.
17.8 Meaning of full refund
Unless clearly stated otherwise before payment, a full refund means the sums paid by the Traveller through Pack2Go for the affected Booking.
It does not include losses or expenses paid separately to a third party, such as flights, car hire or insurance.
17.9 No general 14-day cooling-off period
Accommodation booked for a specific date or period does not ordinarily benefit from the general statutory 14-day cancellation period applicable to some distance contracts. The cancellation policy displayed before Booking therefore applies, subject always to rights that cannot legally be excluded.
17.10 How to cancel
The Traveller should cancel using the cancellation facility in their Account or by contacting Pack2Go.
The cancellation time will be the time at which:
the cancellation is successfully submitted through the Service; or Pack2Go receives the cancellation request.
Simply contacting the Host, failing to arrive or ceasing communication does not necessarily constitute a valid cancellation.
17.11 Voluntary refunds
A Host may agree to a more generous refund than the selected cancellation policy requires.
Any refund relating to a Pack2Go Booking must be processed or authorised through Pack2Go.
Hosts and Travellers must not arrange an off-platform refund or settlement without our agreement.
- Host cancellations
A Host must not cancel a confirmed Booking except where reasonably necessary.
If the Host cannot provide the Accommodation, the Host must notify the Traveller and Pack2Go immediately.
Where a Host cancels, the Traveller will ordinarily receive a full refund of the sums paid through Pack2Go for the affected Booking.
The Host may be responsible for payment costs, refunds or other direct costs reasonably arising from the cancellation where:
the Host was at fault; the cancellation resulted from inaccurate availability; the Host accepted a conflicting booking; or recovery is otherwise permitted by law.
Pack2Go may warn, restrict, suspend or terminate a Host who repeatedly cancels Bookings or cancels without legitimate reason.
Unless Pack2Go expressly agrees otherwise, we do not guarantee that replacement Accommodation will be available and do not accept responsibility for independent travel arrangements booked by the Traveller.
- Booking changes
A Host and Traveller may agree to change dates, party size, Accommodation, price or other Booking details.
Any material change must be recorded and completed through Pack2Go.
A change is not effective until it has been confirmed through the Service and any additional payment has been completed.
If the revised Booking Price is lower, any agreed refund will be processed through the original payment method where reasonably possible.
The cancellation policy for the revised Booking will be the policy confirmed as part of the change. A change must not be used to avoid a cancellation charge or other obligation.
- Problems with Accommodation 20.1 Reporting an issue
If the Traveller discovers a significant problem, they should notify the Host as soon as reasonably possible.
Where appropriate, the Traveller should give the Host a reasonable opportunity to investigate and correct the problem.
The Traveller should also contact Pack2Go promptly if:
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 cleanliness or safety concern; or the issue cannot be resolved with the Host. 20.2 Evidence
We may ask the Host and Traveller to provide relevant evidence, including:
photographs or videos; messages; receipts; check-in records; property information; or other documents reasonably relevant to the issue.
Users must not knowingly provide false or misleading evidence.
20.3 Possible outcomes
Depending on the circumstances and the rights available under the Booking Contract or law, an outcome may include:
the Host correcting the problem; alternative Accommodation; a partial refund; a full refund; an adjustment to the Host Payout; or no refund.
Pack2Go may facilitate communication and administer an agreed or legally justified outcome through the Service.
Unless expressly agreed, Pack2Go does not act as a court, arbitrator, insurer or guarantor and cannot guarantee that every dispute will be resolved to a User’s satisfaction.
Nothing in this section prevents a User from pursuing any legal remedy available to them.
- Refunds
Approved refunds will normally be returned to the original payment method.
The time taken for a refund to reach the Traveller may depend on Stripe, the card issuer, the payment method and the Traveller’s bank.
Pack2Go is not responsible for banking delays outside its reasonable control.
A Traveller must not seek to recover the same payment through both a refund and a chargeback.
- Chargebacks and payment disputes
A Traveller should contact Pack2Go before initiating a payment dispute or chargeback so that we have a reasonable opportunity to investigate.
This does not remove any right the Traveller may have to contact their card issuer.
Where a chargeback is raised, Pack2Go and the Host may provide relevant Booking records and evidence to Stripe or the card issuer.
Fraudulent, abusive or knowingly false chargebacks may result in Account restriction or termination and recovery action where permitted by law.
- Travel insurance
Pack2Go strongly recommends that Travellers obtain suitable travel insurance from the date of Booking.
Travellers should consider cover for:
illness or injury; cancellation; transport disruption; changes in government advice; personal belongings; medical expenses; inability to travel; and other events affecting the Stay.
Travel insurance is the Traveller’s responsibility.
The inability to travel does not automatically create a right to a refund outside the applicable cancellation policy.
- Damage and additional charges
Hosts must disclose any security deposit, damage process or compulsory charge before the Booking is confirmed.
A Host must not charge a Traveller for normal wear and tear.
Where a Host alleges damage, loss or a breach of house rules, the Host should provide reasonable evidence and an explanation of the amount claimed.
Pack2Go may facilitate communication but does not guarantee recovery of damage claims.
Any additional payment connected with a Pack2Go Booking should be requested and made through the Service where that facility is available.
- Reviews
Travellers and Hosts may be permitted to leave reviews following a Stay.
Reviews must:
relate to a genuine Booking or interaction; reflect the reviewer’s honest experience; be relevant; not contain unlawful, threatening or abusive material; not disclose unnecessary personal information; and not be submitted in return for an undisclosed payment or incentive.
We may remove or restrict a review where we reasonably believe it breaches these Terms, is fraudulent, is unrelated to a genuine experience or is otherwise unlawful.
We do not ordinarily remove a review merely because another User disagrees with it.
- User Content 26.1 Ownership
You retain ownership of Content you submit.
You confirm that:
you own the Content or have permission to use it; it is accurate where it represents facts; its use does not infringe another person’s rights; and it complies with these Terms and applicable law. 26.2 Licence to Pack2Go
By submitting Content, you grant Pack2Go a non-exclusive, worldwide, royalty-free licence to host, store, reproduce, adapt, display, distribute and use that Content as reasonably necessary to:
operate the Service; display and promote Listings; market Pack2Go and participating Accommodation; provide customer support; prevent fraud; and enforce these Terms.
This licence continues for as long as reasonably necessary for those purposes.
Where Content has appeared in marketing already produced or distributed, we may not be able to withdraw every existing copy immediately after deletion.
26.3 Marketing use
Unless a Host asks us not to, we may use Listing photographs and descriptions to promote the Listing and Pack2Go through channels such as:
search engines; social media; email; digital advertising; and public-relations activity.
We will not claim ownership of the Host’s photographs.
- Prohibited use and Content
You must not use Pack2Go to:
break the law; commit or facilitate fraud; mislead another User; harass, threaten or discriminate unlawfully; upload malicious code; interfere with the Service; scrape or extract data without permission; send spam; infringe intellectual-property rights; publish another person’s private information without authority; manipulate reviews; create false bookings or enquiries; misuse payment or refund processes; circumvent Pack2Go fees or booking systems; or assist another person to do any of these things.
We may remove Content or restrict activity where we reasonably believe it breaches these Terms or creates a safety, legal, fraud or reputational risk.
- Intellectual property
The Service, including its design, software, branding, text and functionality, is owned by or licensed to Pack2Go.
Except as permitted by law or expressly authorised by us, Users must not:
copy; reproduce; modify; distribute; reverse engineer; commercially exploit; or create derivative works from
the Service or Pack2Go-owned Content.
“Pack2Go”, related branding and logos must not be used without our permission.
- Third-party services
The Service may contain links to or integrations with third-party services, including Stripe.
Third-party services may have their own terms and privacy policies.
Pack2Go is not responsible for a third-party service except to the extent that responsibility cannot lawfully be excluded.
Hosts receiving payments through Stripe may be required to agree to Stripe’s connected-account terms and complete Stripe verification.
- Service availability and changes
We aim to keep Pack2Go available and functioning, but we do not guarantee uninterrupted or error-free access.
We may temporarily suspend or change the Service for:
maintenance; security; legal compliance; technical upgrades; fraud prevention; or business or operational reasons.
We will take reasonable care to minimise unnecessary disruption.
We may add, remove or modify features, provided that we do not unfairly remove material paid-for benefits during a current Membership period without an appropriate remedy.
- Suspension and termination 31.1 Action by Pack2Go
We may warn, restrict, suspend or terminate an Account where we reasonably believe that the User:
has breached these Terms; has acted fraudulently or unlawfully; presents a safety or security risk; has repeatedly cancelled Bookings; has attempted to circumvent the Service; has failed required verification; has not paid amounts due; has misused messaging, reviews or payment processes; or creates material risk for Pack2Go or other Users.
Where appropriate, we will consider the seriousness of the issue and whether a less restrictive step is sufficient.
We may act immediately where reasonably necessary to protect Users, funds, the Service or comply with law.
31.2 Existing Bookings
Suspension or termination does not automatically cancel existing confirmed Bookings.
We will decide how existing Bookings should be handled, taking account of safety, legality, payment status and the interests of the Host and Traveller.
31.3 Closing your Account
You may ask us to close your Account.
Account closure does not remove:
obligations under an existing Booking; outstanding payment obligations; unresolved disputes; chargeback responsibilities; or provisions that are intended to continue after termination. 32. Pack2Go’s responsibilities and limitations 32.1 Marketplace role
Pack2Go does not control every act or omission of a Host, Traveller or third party.
We do not guarantee:
the condition or suitability of every Accommodation; the truth of every User statement; that every User will comply with the law; uninterrupted availability of the Service; that a Stay will meet every subjective expectation; or that a User will perform the Booking Contract.
However, we do not exclude responsibility for failing to use reasonable care and skill in providing services that Pack2Go supplies directly.
32.2 Matters we do not exclude
Nothing in these Terms excludes or limits liability for:
death or personal injury caused by negligence; fraud or fraudulent misrepresentation; breach of obligations that cannot legally be excluded; a consumer’s statutory rights; or any other liability that cannot lawfully be limited. 32.3 Consumer losses
If you are acting as a consumer, Pack2Go is responsible for loss or damage that is a foreseeable result of our breach of these Terms or failure to use reasonable care and skill.
We are not responsible for loss that was not foreseeable or that results from matters for which the Host or Traveller is responsible.
We are not responsible for business losses suffered by a consumer.
32.4 Business Users
If you use the Service wholly or mainly for business purposes, Pack2Go will not be liable for:
loss of profit; loss of business; loss of anticipated savings; loss of goodwill; loss of opportunity; or indirect or consequential loss,
except where liability cannot lawfully be excluded.
Subject to the previous paragraph and section 32.2, Pack2Go’s total liability to a business User arising in any 12-month period will not exceed the greater of:
the total fees paid by that User to Pack2Go during that period; and £1,000.
This proposed £1,000 business liability cap should be confirmed by your solicitor and insurer before publication.
32.5 Traveller arrangements
Pack2Go is not responsible for independent travel services or costs that are not included in the Booking, including flights, ferries, trains, car hire, visas or insurance.
- Events outside reasonable control
Neither Pack2Go nor a User will be responsible for a delay or failure caused by an event genuinely outside their reasonable control, except to the extent that applicable law or the Booking Contract requires otherwise.
Such events may include:
natural disasters; fire or flood; serious transport disruption; war or civil unrest; government restrictions; utility failure; epidemic or pandemic restrictions; or major failure of telecommunications or payment infrastructure.
The affected party must notify the other parties promptly and take reasonable steps to reduce the impact.
This section does not automatically create a refund right or remove one. The applicable cancellation policy, Booking Contract and mandatory legal rights will determine the outcome.
- Privacy
Our collection and use of personal information are explained in our Privacy Policy.
Hosts and Travellers must use personal information obtained through Pack2Go only for legitimate purposes connected with an enquiry, Booking or Stay.
A User must not:
add another User to unrelated marketing lists without consent; sell or disclose another User’s details; retain personal data for longer than reasonably necessary; or use personal information to circumvent Pack2Go. 35. Complaints and dispute resolution
If you have a concern about Pack2Go, please contact:
hello@pack2go.co.uk
We will try to resolve complaints fairly and within a reasonable time.
If a dispute relates primarily to the Accommodation or Booking Contract, the Host and Traveller should first attempt to resolve it directly, with Pack2Go assisting where appropriate.
Nothing in these Terms prevents a consumer from using any applicable court, alternative dispute-resolution process or statutory remedy.
- Governing law and courts
These Terms and any non-contractual dispute arising from them are governed by the laws of England and Wales.
If you are a consumer resident elsewhere in the United Kingdom, you retain the benefit of any mandatory protections available to you under the law of your place of residence.
A consumer may bring proceedings in the courts available under applicable consumer law.
If you use the Service as a business, the courts of England and Wales will have exclusive jurisdiction, unless we agree otherwise in writing.
- Changes to these Terms
We may update these Terms to reflect:
changes to the Service; changes to law or regulation; payment-provider requirements; security or fraud-prevention needs; or reasonable business and operational changes.
The latest version will be published on Pack2Go with the updated date.
Where a change materially affects an existing Host Membership or User’s rights, we will provide reasonable advance notice where practicable.
Changes will not retrospectively alter the cancellation policy or material terms of a confirmed Booking unless:
required by law; necessary to address an urgent safety or security issue; or agreed by the Host and Traveller.
Continued use of the Service after updated Terms take effect constitutes acceptance of those updated Terms.
- General legal provisions 38.1 Entire agreement
These Terms, the Privacy Policy, the applicable Listing, Booking Confirmation and any policies expressly incorporated into them form the agreement relating to your use of the Service.
The Booking Contract may also incorporate lawful Host terms and house rules disclosed before payment.
38.2 Conflict
If there is a conflict:
the Booking Confirmation takes priority for the specific dates, price and Accommodation; the cancellation policy shown at checkout takes priority for Traveller cancellation; these Terms take priority over general website wording; and separately agreed written terms take priority only where Pack2Go has expressly approved them.
Nothing may override mandatory legal rights.
38.3 Assignment
You may not transfer your rights or obligations under these Terms without our written permission.
Pack2Go may transfer its rights and obligations as part of a business reorganisation, sale or transfer, provided this does not reduce a consumer’s rights.
38.4 Severability
If a court or competent authority finds any provision invalid or unenforceable, the remaining provisions will continue in effect.
38.5 No waiver
If Pack2Go does not enforce a provision immediately, that does not prevent us from enforcing it later.
38.6 Third-party rights
Unless expressly stated, a person who is not a party to these Terms has no right to enforce them under the Contracts (Rights of Third Parties) Act 1999.
38.7 Headings
Section headings are included for convenience and do not affect interpretation.
- Contact us
Questions about these Terms may be sent to:
Pack2Go Travel Ltd 9 Mortimer Road Cardiff CF11 9JZ
Email: hello@pack2go.co.uk