1. Introduction

These Terms and Conditions govern all bookings made through bookings.theupgradeauthority.co.uk or tuastays.com operated by The Upgrade Authority Ltd, registered in England and Wales under company number 13983241, with its registered office at Henleaze House Business Centre 13 Harbury Road, Henleaze, Bristol, England, BS9 4PN.

By making a booking, the guest agrees to be bound by these Terms.

2. The Booking Contract

A booking is confirmed when:
• The required payment has been received; and
• A written confirmation email has been issued.

The contract is between the guest and The Upgrade Authority Ltd, acting either as principal or as agent for the property owner, as stated in the listing.

The person making the booking must be at least 18 years old and must be staying at the property during the booking unless agreed in writing.

3. Payments

Full payment is required at the time of booking to confirm the reservation.

All payments must be made via the payment methods provided on the website.

4. Security Deposit

A security deposit may be required. This may be pre-authorised on a payment card.

The deposit may be used to cover:
• Damage to the property
• Missing items
• Excessive cleaning
• Breach of house rules

Any deductions will be supported with evidence. The balance, if any, will be returned within 7 days of check-out.

5. Cancellation Policy

If the guest cancels:
• More than 14 days before arrival: full refund
• 7 to 14 days before arrival: 50% refund
• Less than 7 days before arrival: non-refundable

Cleaning fees are refunded if the guest does not check in.

We recommend guests obtain travel insurance.

If we must cancel due to circumstances beyond our control, we will provide a full refund. Our liability is limited to the amount paid for the booking.

6. Check-In and Check-Out

Check-in is from 1500.
Check-out is by 1000.

Early check-in or late check-out may be available upon request and may incur a fee.

Failure to vacate on time may result in additional charges.

7. Use of the Property

The property must be used for residential accommodation only.

The following are not permitted unless agreed in writing:
• Parties or events
• Commercial filming
• Subletting

Guests must comply with all house rules provided prior to arrival.

We reserve the right to terminate the stay without refund if there is a serious breach of these Terms or the house rules.

8. Occupancy

The number of guests must not exceed the maximum stated in the listing.

Additional guests without approval may result in termination of the stay and additional charges.

9. Damage and Liability

Guests are responsible for leaving the property in a reasonable condition.

Guests are liable for any loss or damage caused during their stay.

We are not responsible for:
• Loss or damage to personal belongings
• Interruptions to utilities outside our control
• Noise or disturbance from neighbouring properties

Nothing in these Terms excludes liability for death or personal injury caused by negligence or for fraud.

10. Complaints

Any issue must be reported as soon as possible during the stay to allow us the opportunity to resolve it.

Complaints raised after departure that were not reported during the stay may not be considered.

11. Force Majeure

We are not liable for cancellations or interruptions caused by events outside our reasonable control, including but not limited to natural disasters, government restrictions, or utility failures.

12. Data Protection

We process personal data in accordance with our Privacy Policy, available on our website.

13. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the English courts.