Your attention is particularly drawn to Clause 7. If you cancel your booking, we will not refund you unless clause 7.4 applies.

For bookings made before 24th December 2025 please follow this link - Terms 25

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We are Sleeps12 Limited (“we/our/us”), a registered company in England and Wales incorporated under company number 05380191. Our registered office is Goodwood House, Blackbrook Park Avenue, Taunton, Somerset, United Kingdom, TA1 2PX.

We act as booking agents for the Owner in the letting of their Property to you, the Lead Guest (“you/your”).

Letting arrangements are made by the Agent on behalf of the Owner and the contractual relationship in connection with the letting will be between you as the Lead Guest and the Owner.

Our Terms and Conditions

1. DEFINITIONS

1.1 When the following words with capital letters are used in these Terms, this is what they will mean:

Agent (we/our/us)	Sleeps12 Limited (Company No. 05380191) whose registered office is Goodwood House, Blackbrook Park Avenue, Taunton, Somerset, United Kingdom, TA1 2PX.
Amendment Fee	a fee of £100 including VAT payable in accordance with clause 6 and 7.4.
Arrival Date	the date (and time) on which your Booking will begin and the Property will be made available to you.
Balance Due Date	16 weeks before your Arrival Date, except in circumstances where the Booking Confirmation is issued less than 16 weeks before the Arrival Date (in which case the balance is due upon Booking).
Booking	the confirmed reservation of the Property to commence on the Arrival Date and end on the Departure Date.
Booking Confirmation	the written acceptance of the Booking Reservation which may include more information such as details around arrival and departure, directions, House Rules etc.
Booking Deposit	30% of the total Booking Price, required at the time of making the Booking Reservation to secure the Property.
Booking Fee	a fee of £50 required from you when making the Booking to secure the Property, included within the Booking Price.
Booking Party	those named individuals booked to occupy the Property along with the Lead Booker, as listed in the Booking Confirmation.
Booking Price	the total price as charged to you for the Booking, including the Booking Deposit, Booking Fee and any additional charges as set out on the Website or otherwise notified to you when making a Booking.
Booking Reservation	your request to book a Property via online booking form available through the Website, or by contacting the Agent over the phone.
Business Day	09:00 to 17:00 on a day other than a Saturday, Sunday or public holiday in England when banks in London are open for business.
Contact Details	the details found on our Website under “Contact Us”.
Departure Date	the date (and time) on which your Booking will end, and you must vacate the Property.
Events Outside of the Parties’ Control	as defined in clause 19.
House Rules	specific restrictions applicable to a Property as detailed on the Website and made available at the Property, including the following standard House Rules: www.sleeps12.com/content/house-rules
Lead Guest	the individual who makes the Booking Reservation, who will attend and make use of the Property (subject to the Booking Confirmation) with their Booking Party)
Owner	the registered owner or owners of the Property provided for holiday letting purposes.
Owner Contact Details	the details as provided in the Booking Confirmation for contacting the Owner (or Owner Representatives) during the Booking.
Owner Representatives	representatives of the Owner including by not limited to housekeepers and caretakers.
Permitted Pets	any pet attending the Property (other than assistance animals) for which you have obtained our express permission at the time of making the Booking Reservation, and as confirmed in the Booking Confirmation.
Privacy Policy	a separate document made available here: www.sleeps12.com/terms#privacy
Property	the property provided for holiday letting purposes, details of which have been made available on the Website.
Property Description	the description of the Property made available on the Website.
Terms	the terms and conditions on which your Booking is supplied to you, being this agreement and any other documentation referred to in it.
Security Deposit	a refundable (subject to clause 13.1 of these Terms and Conditions) security deposit held throughout the duration of the Booking in case damage is caused to the Property, as further described in the Security Deposit Policy.
Security Deposit Policy	a separate document made available here: www.sleeps12.com/content/security-deposit-policy
Website	www.sleeps12.com or such other website used by us from time to time.

1.2 When we use the words "writing" or "written" in these Terms, this will include email but does not include fax.

1.3 Unless the context otherwise requires, words in the singular shall include the plural and vice versa.

1.4 If any of these Terms conflict with any term contained within the Booking Reservation, the Booking Confirmation, or the House Rules, these Terms will take priority.

ABOUT THESE TERMS AND THE CONTRACT

2. THE OWNER’S CONTRACT WITH YOU

2.1 These are the Terms on which we provide the Booking, and the Owner supplies the Property to you for the duration of your Booking.

2.2 These Terms will become binding once we issue you with the Booking Confirmation as set out in clause 4.

2.3 We act as agent for and on behalf of the Owner to provide your Booking.

2.4 Please ensure that you read these Terms carefully, and check that the details on the Booking Reservation are complete and accurate, before you submit the Booking Reservation.

2.5 In making the Booking Reservation you understand and accept that we do not hold any ownership in the properties listed on our Website, including the Property, but act as an agent for the Owner of the Property.

2.6 Once your Booking has been confirmed in accordance with clause 5.1, the Owner agrees to provide your Booking in accordance with these Terms and your contract for the Booking will be with the Owner, with us acting as agents in accordance with these Terms.

2.7 The Property is provided for holiday letting purpose only for the specified period as detailed in your Booking Confirmation. For the avoidance of doubt, these Terms do not create a landlord and tenant relationship between you and the Owner, and you will not be entitled to any:

2.7.1 new tenancy;

2.7.2 the right to sub-let the Property in part or in whole;

2.7.3 assured short hold or tenancy; or

2.7.4 any statutory protection either under the Housing Act 1988 or by way of a statutory security of tenure.

3. CHANGES TO THESE TERMS AND CONDITIONS

3.1 We may revise these Terms from time to time if required due to changes in the law or regulatory requirements or if business needs dictate it.

3.2 If we have to revise these Terms under clause 3.1, we will give you at least 14 days written notice of any changes to these Terms before they take effect, or as much notice as possible where your Arrival Date is less than 14 days before the date of the change.

3.3 You can choose to cancel the contract if you do not accept these changes and will be refunded any monies paid to date in full.

MAKING A BOOKING, PAYMENT AND CANCELLATION

4. CONFIRMATION OF YOUR BOOKING

4.1 Please take reasonable steps to ensure that the Property is suitable for your needs before submitting a Booking Reservation.

4.2 The maximum number of people who can stay in the Property will be notified to you on the Website.

4.3 In making a Booking Reservation you confirm that you are over the age of 25.

4.4 A Booking Fee will be charged when you make your Booking Reservation, as part of the Booking Price.

4.5 When you submit a Booking Reservation, this does not mean we have accepted your Booking. If the Owner is unable to supply you with the Property for your requested dates, we will inform you of this in writing and we will not process the Booking and no contract will be formed under these Terms.

4.6 We will confirm acceptance of your Booking by issuing a Booking Confirmation. We will not issue the Booking Confirmation until we have received payment of the Booking Deposit. Please review the Booking Confirmation carefully.

4.7 We, or the Owner, reserve the right to refuse Bookings that we and/or the Owner no longer wish to take within 7 days after issuing the Booking Confirmation. Any Bookings that are refused within this time will be refunded any monies paid to date in full.

5. PRICES AND PAYMENTS

5.1 Your Booking is not confirmed, and no contract exists, until the Booking Deposit has been received by us and a Booking Confirmation has been issued. The Booking is subject to these Terms.

5.2 Once you have paid the Booking Deposit, and received the Booking Confirmation, you will become liable for the Booking Price. The remaining balance must be paid by the Balance Due Date.

5.3 If the Arrival Date is within 16 weeks of us receiving the Booking Reservation, or in other exceptional circumstances as confirmed by us, the full Booking Price is payable at the point of making the Booking Reservation.

5.4 If the total Booking Price remains unpaid by the Balance Due Date, we reserve the right to cancel the Booking. Our cancellation policy at clause 7 will apply.

5.5 Payment is accepted by bank transfer, debit card and credit card. There are no charges applicable for these payment methods. We are not able to accommodate international bank transfers.

6. AMENDING YOUR BOOKING

If you wish to change the dates of your Booking or amend your Booking in any way, please contact us via our Contact Details. We cannot guarantee that your requests will be accommodated and reserve the right to charge for any differences in price. We reserve the right to charge an Amendment Fee for changes made to the Booking.

7. YOUR RIGHTS TO CANCEL AND OUR CANCELLATION POLICY

7.1 You become liable for the full Booking Price upon receipt of the Booking Confirmation.

7.2 You may cancel a Booking before the Arrival Date by contacting us in writing using the Contact Details.

7.3 We will confirm your cancellation with you in writing and notify you of any outstanding payment due from you at that time.

7.4 If you cancel your Booking, we will try and re-let the Property. If we are able to re-let the Property, we will be able to offer you a refund subject to any difference between the Booking Price and the re-let price, and excluding any additional charges which are non-refundable according to these Terms.

For example, where the Booking Price was £2,000 and we re-let the Property for £1,500, the refund will be £1,450, being the Booking Price less the difference in re-let price (£500) and Amendment Fee (£100).

7.5 If you depart voluntarily from the Property before the Departure Date, no refund shall be given. Similarly, if you fail to show for your Booking, this will be regarded as a cancellation and will not be refundable.

7.6 Where you have cancelled a Booking because of our failure to comply with these Terms or if we change these Terms under clause 3 and you elect to cancel the Booking (except where we have been affected by an Event Outside of the Parties’ Control), you do not have to make any payment to us and we will refund any monies paid in full.

7.7 Any refunds will take up to seven working days to be processed by us from the point of agreement.

7.8 We recommend taking out suitable travel insurance.

8. OUR RIGHTS TO CANCEL

8.1 We, or the Owner, may have to cancel a Booking before the Arrival Date due to an Event Outside of the Parties Control, unavailability of the Property, or the unavailability of key personnel or key materials without which we cannot provide the Booking. We will contact you promptly if this happens.

8.2 We will, if possible and as soon as we reasonably can, offer you:

8.2.1 alternative accommodation of a similar type, standard, location and price (if available)

8.2.2 different dates for the same Property; or

8.2.3 a full refund.

8.3 As an alternative property is likely to be owned by a different Owner, the advertised cost of the alternative property will be payable by you. If the cost is lower and you have already paid the full Booking Price for your original Booking, you will receive a refund of the price difference. If you do not wish to accept the alternative property or another property is not available, you will receive a full refund of all monies paid to us, but you will have no further claims against us or the Owner.

8.4 We may cancel the Booking at any time with immediate effect by giving you written notice if you:

8.4.1 do not pay us when you are supposed to; or

8.4.2 are in breach of these Terms in any other material way.

8.5 The full extent of our liability is set out in clause 18.

ABOUT THE BOOKING AND USE OF THE PROPERTY

9. PERIOD OF HIRE

9.1 The Booking shall commence on the Arrival Date and terminate on the Departure Date unless otherwise advised or agreed with us in writing. The Property will not be available outside of these times. These times must be adhered to in order for us to ensure that our full service standards can be met for you and the next guests.

9.2 We reserve the right to charge an additional fee for failure to vacate the Property and remove belongings by the date and time specified in the Departure Date.

10. HOUSE RULES

10.1 Your Booking is subject to your adherence to the House Rules, as provided on the Website, and any signage provided at the Property.

10.2 The House Rules (as amended from time to time) shall be incorporated into these Terms and breach of any of the House Rules will be treated as a breach of these Terms that entitles us to cancel the Booking with immediate effect. We reserve the right to charge a fee for breach of the House Rules.

10.3 As the person making the Booking, you are responsible for ensuring all members of your Booking Party comply with these Terms and the House Rules.

11. USE OF THE PROPERTY

11.1 Visitors. Only the persons whose names are detailed on the Booking Confirmation are permitted to stay in the Property. If you wish to have day visitors at the Property, this must be agreed in writing with us and their names provided.

11.2 Parties. If you wish to hold a party or event at the Property, please contact us. No parties or events are permitted to be held without our prior approval. For the avoidance of doubt, clause 18.3 applies. We reserve the right to refuse or cancel any Bookings from parties which may, in our opinion, be unsuitable for the Property

11.3 Third party providers. If you wish to have a third party provide services at the Property, this will only be permitted where we have provided written approval of such third parties ahead of the Arrival Date. Any third party will be bound by the House Rules and must carry suitable levels of insurance. Please contact us using the Contact Details to discuss any such third party as soon as possible and no later than 3 weeks before the Arrival Date, to enable us to review your request and decide whether to approve.

11.4 Smoking. No smoking is permitted inside the Property.

11.5 Noise and behaviour. We respectfully request that due consideration is shown to the inhabitants of neighbouring Properties and that noise is kept to a minimum, particularly late at night.

11.6 Health and safety. For your safety, it is important that you and your Booking Party read and adhere to the important information provided in the House Rules. You and your Booking Party must also adhere to any additional safety information or signage at the Property.

11.7 Internet. Internet access is offered on a complimentary basis for recreational use. Availability is not guaranteed, nor is minimum speed, unrestricted bandwidth, or uninterrupted provision of internet access. We do not accept any liability for telephone or internet services being unavailable or interrupted.

11.8 Electric Vehicles. You must not under any circumstances charge an electric vehicle using a domestic socket at the Property. Where the Property has EV charging facilities, your use of the EV charging point(s) must be in accordance with the House Rules. If the Property does not have an EV charging point, you must charge your vehicle at a public charging station.

11.9 Right of access. We, our representatives, and any third-party contractors including but not limited to gardeners, window cleaners and engineers shall be allowed access to the Property at any reasonable time during your Booking. We will seek to minimise any disruption and will provide prior notice where possible.

11.10 Swimming pools, hot tubs and other leisure facilities. All swimming pools, hot tubs and any other leisure facilities described in the Property Description are subject to availability and neither we, nor the Owner, can guarantee these will be available during your Booking. In the event any leisure facilities are not available, the Owner reserves the right to offer compensation at their sole discretion. All leisure facilities will be subject to use in accordance with the House Rules.

12. PETS

12.1 Only Permitted Pets or registered assistance animals are permitted to stay in the Property.

12.2 Where pets that are not permitted but have been brought with you for the Booking, we reserve the right to request immediate departure.

12.3 We reserve the right to refuse admission or request immediate departure from the Property to anyone who their Permitted Pet to be, in our sole discretion, a nuisance or danger to others. Permitted Pets must be kept under strict control in accordance with these Terms, the House Rules and any additional information and signage at the Property.

12.4 You will be liable for any damage caused, or parasites introduced by, any animals brought with you for the Booking.

12.5 We are not liable for any allergies that are affected as a result of pets present in previous occupancy.

13. DAMAGE TO THE PROPERTY

13.1 We may request that you pay a Security Deposit for your Booking. This will be confirmed on our Website when making the Booking Reservation.

13.2 Where a Security Deposit is requested, we will confirm the time of payment in the booking Confirmation. We will collect and retain the Security Deposit for the duration of your Booking.

13.3 You shall take proper care of the Property and its contents during your Booking and you may lose your Security Deposit and/or receive an invoice for any damage caused or loss suffered if the Property and its contents are not left in the same state in which it is found at your Arrival Date.

13.4 The Property shall be checked following your Departure Date. We shall report to you in writing within at least 2 Business Days of your Departure Date with details of any damage/loss incurred and/or additional cleaning costs. We will confirm any deductions to be made to your Security Deposit and process your Security Deposit and return any monies owed to you in accordance with our Security Deposit Policy.

13.5 We reserve the right to instruct a third party to administer the Security Deposit, comprising of collection, retention and return. If a third party is instructed by us, the Security Deposit will be administered in accordance with the terms agreed between us and the third party.

13.6 We, or the Owner, reserve the right to seek to recover further reasonable costs if the Security Deposit is insufficient to repair or replace any damage caused to the Property or its contents during your Booking. In this instance, we will request further monies to be paid by you to us

14. COMPLAINTS

14.1 Any complaints about the Property, including complaints concerning any defects, broken appliances or cleaning standards, must be made to the Owner (or Owner Representatives) via the Owner Contact Details, within 24 hours of arrival on the Arrival Date so that remedial action can be taken if necessary. After this 24 hour period, you will be deemed to have accepted the condition of the Property.

14.2 If we, or the Owner, are denied the opportunity to investigate or otherwise act upon the complaint during your Booking, you will be assumed to have waived all rights in relation to the complaint.

14.3 In no circumstances will compensation be paid for complaints made after the Departure Date.

14.4 Details of our complaints procedure can be found here: www.sleeps12.com/content/complaints-procedure

15. THE WEBSITE AND ADVERTISEING INFORMATION

15.1 We take reasonable care to ensure the accuracy of information regarding the Property, the locality and local amenity details.

15.2 All illustrations, photographs and other imagery displayed are for illustrative purposes only and are subject to change and no warranty or other representation is made as to the quality of the Property by us via the Website.

15.3 Any recommendations made by us or the Owner, including in respect of any third party providers, are our personal recommendations only and do not guarantee any level of service or quality.

16. YOUR BELONGINGS AND LOST PROPERTY

16.1 Lost property will be held for a period of 4 weeks from the Departure Date. Items will be returned to you if requested. You will be responsible for arranging, and paying for, delivery. Please us the Owner Contact Details to arrange this. We do not accept responsibility for the safe carriage of any items returned which will be returned at your risk. Items of food and drink will not be returned.

16.2 We do not have any responsibility or liability to you (other than as outlined above) for loss of or damage to any of your items, belongings or vehicles except where the damage or loss is caused by the negligence of us or the Owner.

17. BUSINESS USE

17.1 The Owner supplies the Property to you for domestic and private use for the duration of the Booking. You agree not to use the Property for any commercial, business or re-sale purpose, unless we grant you express written permission to do so prior to the Arrival Date.

17.2 Where express written permission for commercial use is granted, you agree to only use the Property for the use as agreed by us.

17.3 You confirm you carry sufficient insurance to cover your use of the Property.

17.4 In no circumstances do we or the Owner have any liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

LIABILITY

18. PARTIES’ LIABILITY

18.1 No party can exclude or limit in any way their liability where it is illegal to do so, and this contract does not seek to exclude or limit liability which cannot be excluded or limited by law.

18.2 If we, or the Owner, fail to comply with these Terms, we, or the Owner, are responsible for loss or damage you suffer that is a foreseeable result of our breach of the Terms or our negligence. We, or the Owner, are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if they were an obvious consequence of our breach or if it had been brought to our attention by you before the loss or damage occurred. For the avoidance of doubt, we, or the Owner, are not responsible for any transport and/or alternative accommodation costs.

18.3 It is your sole responsibility to ensure that you have adequate holiday insurance cover.

19. EVENTS OUTSIDE OF THE PARTIES’ CONTROL

19.1 Neither party shall be in breach of these Terms for delay in performing, or failure to perform, any of our obligations under this agreement if such delay or failure results from an Event Outside of the Parties’ Control.

19.2 An Event Outside of the Parties’ Control includes but is not limited to: strike; civil unrest; civil emergencies; government prohibition or restriction on all or part of the economy, including local lockdowns; pandemic; epidemic; environmental disaster; domestic appliance failure; temporary invasion of pests; and utilities failure or interruption.

19.3 In the event of a pandemic, epidemic or restriction of the movement or people imposed by the government or other competent public authority, we reserve the right to issue specific terms via the Website. We will communicate this to you via the contact details provided in the Booking Reservation.

20. DATA PROTECTION

All personal data you provide us will be treated in accordance with our Privacy Policy.

21. OTHER IMPORTANT TERMS

21.1 We may transfer our rights and obligations under these Terms to another individual, but this will not affect your rights or our obligations under these Terms.

21.2 Except for you, us and the Owner, no other person shall have any rights to enforce any of these Terms.

21.3 Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

21.4 If you fail to perform your obligations under these Terms and we, or the Owner, do not enforce our rights against you, this does not mean we, or the Owner, have waived our rights against you. If we, or the Owner, choose to waive any of our rights under these Terms you will be informed in writing.

21.5 These Terms replace and supersede all previous booking conditions and will apply to all new Bookings after the date they are posted on our Website.

21.6 The validity, construction and performance of the agreement shall be governed by the laws of England and Wales and shall be subject to the exclusive jurisdiction of the courts of England and Wales to which the parties submit.