Platform Terms and Conditions

This agreement governs your use of the Bokora platform, accessible at bokora.co.uk (Platform), and any services made available through the Platform. By using the Platform, you agree to be bound by this agreement, which forms a binding contractual agreement between you, the User, and us, Bokora Ltd, a company registered in England and Wales with company number 17072794 and registered office at 3rd Floor, 86-90 Paul Street, London, England, EC2A 4NE (Bokora, we or us).

The remainder of this agreement is divided into three parts:

Part A (All Users), which sets out terms that apply to all Users;

Part B (Hosts and Hotels), which sets out additional terms that apply to Hosts, being property owners or managers and hotels that list accommodation on the Platform (and references in this agreement to Hosts include hotels); and

Part C (Guests), which sets out additional terms that apply to Guests, being Users who book or enquire about accommodation through the Platform.

If you use the Platform as a Host, Parts A and B apply to you. If you use the Platform as a Guest, Parts A and C apply to you.

In this agreement: Listing means a listing of accommodation posted on the Platform by a Host, including any hotel room type; Accommodation means the property or hotel room the subject of a Listing; and Booking means a confirmed booking of Accommodation made through the Platform.

The Consumer Rights Act 2015 requires that services supplied to you are provided with reasonable care and skill, and that the Accommodation matches its description. Nothing in this agreement affects these statutory rights.

Because accommodation is booked for specific dates, the 14-day 'cooling-off' right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply to your Booking. Instead, your right to cancel and any refund are governed by the Cancellation Policy shown on the Listing before you book, and by Part C of this agreement.

This is a summary of some of your key rights in the United Kingdom. For detailed information, visit www.citizensadvice.org.uk or call 0808 223 1133. It is not intended to replace this agreement, which you should read carefully. If you have questions, contact us at hello@bokora.co.uk.

1.1 The Platform is not intended for use by any person under the age of 18 years or any person who has previously been suspended or prohibited from using the Platform. By using the Platform, you represent and warrant that you are at least 18 years of age and that all information you provide to us is accurate and up to date.

1.2 If you use the Platform on behalf of a company or other organisation (including a hotel), you warrant that you have the necessary authority to do so. In that case, "you" and "User" means that entity and you are binding that entity to this agreement.

2.1 You may browse the Platform without an account. To make a Booking, submit a Booking Enquiry, or create a Listing, you must register for an account (Account).

2.2 You accept this agreement by ticking the acceptance box when you register for an Account or complete a Booking, or otherwise by using the Platform. We may update this agreement in accordance with clause 22.

2.3 As part of registration and your continued use of the Platform, you must provide information such as your name, email address, role (Guest or Host), and, for Hosts, property and payout details. You warrant that all information you give us will be accurate, honest, correct and up to date.

2.4 You must not share your Account with any other person. You must notify us immediately of any unauthorised use of your Account or any other breach of the Platform's security.

2.5 Once you complete registration, we may, in our absolute discretion, accept you as a registered User and provide you with an Account. We may suspend or cancel your Account in accordance with clause 20.

3.1 Bokora operates an online marketplace that connects Guests seeking accommodation with Hosts offering short-term rental properties and hotel rooms. We provide the Platform and payment facilitation only. We do not own, manage, operate, inspect or control any Accommodation.

3.2 When a Booking is confirmed, a contract for the supply of the Accommodation is formed directly between the Guest and the relevant Host (Accommodation Contract). Bokora is not a party to any Accommodation Contract. Each Accommodation Contract is made up of the Listing (including the price, house rules and Cancellation Policy) and the applicable provisions of this agreement.

3.3 All Listings, descriptions, photographs, pricing and availability information are provided by Hosts. Subject to clause 18.2, we do not verify, endorse or guarantee the accuracy, completeness or legality of any Listing, and the appearance of any Listing, Host or review on the Platform does not constitute an endorsement or recommendation by Bokora.

4.1 The Platform allows Guests to submit an enquiry form setting out their requirements, including destination, dates, budget and number of guests (Booking Enquiry).

4.2 Where you submit a Booking Enquiry, our team may review your requirements and send you links to Listings that may match your criteria. This is a convenience service only: we do not warrant that any suggested Listing is suitable, available or accurately described, and a suggestion is not advice, an endorsement or a recommendation.

4.3 Any Booking you make through a link we send you is made on the Platform and on the terms of this agreement, including clause 3.2. Pricing and availability may change between our sending a link and your completing a Booking.

5.1 As a User, you must not:

(a) intimidate, harass, impersonate, stalk, threaten, bully or endanger any other User, or distribute unsolicited commercial content, junk mail or spam;

(b) use the Platform for any purpose other than arranging the provision or receipt of Accommodation, including using the Platform in a manner that is illegal or fraudulent or facilitates illegal or fraudulent activity;

(c) post false, misleading or fraudulent Listings, reviews or other content;

(d) act in any way that may harm the reputation of Bokora or do anything contrary to the interests of Bokora or the Platform;

(e) make any automated use of the Platform, or copy, reproduce, translate, adapt, vary or modify the Platform without our express written consent; or

(f) attempt to breach the security of the Platform or otherwise interfere with its normal functions, including by gaining unauthorised access to accounts or data, probing for vulnerabilities, or introducing any virus or malicious code.

5.2 You acknowledge that we may change any features of the Platform at any time, that information given to you through the Platform (by us or by another User) is general in nature, and that we may remove any Listing or suspend or cancel any Account that violates this agreement or applicable law in accordance with clause 20.

6.1 By providing or posting any information, materials or other content on the Platform (Posted Material), you represent and warrant that:

(a) you are authorised to provide the Posted Material;

(b) the Posted Material is accurate and true at the time it is provided;

(c) the Posted Material is free from any harmful, discriminatory, defamatory or maliciously false implications and does not contain any offensive or explicit material;

(d) the Posted Material does not infringe any Intellectual Property Rights or any other rights of any person, and does not breach any applicable laws; and

(e) the Posted Material does not contain any virus or harmful code or otherwise compromise the security or integrity of the Platform.

6.2 You grant to Bokora a perpetual, irrevocable, transferable, worldwide and royalty-free licence (including the right to sublicense) to use, copy, modify, reproduce and adapt any Intellectual Property Rights in any Posted Material for the purposes of operating, promoting and improving the Platform, and you release Bokora from any claims you could assert by virtue of any moral rights in Posted Material.

6.3 You indemnify Bokora against all damages, losses, costs and expenses incurred by Bokora arising out of any third party claim that your Posted Material infringes that third party's Intellectual Property Rights.

6.4 Bokora acts as a passive conduit for the online distribution of Posted Material and has no obligation to screen Posted Material in advance, but we may review and remove any Posted Material at any time.

7.1 Guests may rate and review Accommodation and Hosts. Reviews can be viewed by any User and reflect the personal opinions of their authors only.

7.2 You may only write a review of your own genuine experience of a stay booked through the Platform within the last 12 months. You must not write a review of an Accommodation or Host with which you have a personal, professional or competitive relationship, and if you have been offered any incentive to write a review you must disclose this in the review.

7.3 Reviews must comply with clause 6.1. We take reasonable steps to prevent and remove fake, misleading or undisclosed incentivised reviews, and we may remove any review and suspend the relevant User where we consider a review breaches this clause 7.

8.1 Payments on the Platform are collected and processed by our third party payment partner, Stripe, using Stripe Connect (Stripe). The processing of payments is, in addition to this agreement, subject to Stripe's terms, conditions and privacy policy, available at https://stripe.com/gb/legal. We do not store full payment card numbers.

8.2 When a Guest completes a Booking, the total amount payable is collected at the time of Booking via Stripe. Funds are held until release to the relevant Host in accordance with clause 30.2.

8.3 To the extent permitted by law, you release Bokora and its employees and agents from all liability for loss or damage suffered by any person arising from any act or omission of Stripe, including any issue with the security or performance of Stripe's platform or any error in processing your payment, except to the extent caused by our breach of this agreement or our negligence.

8.4 We reserve the right to correct, or to instruct Stripe to correct, any errors or mistakes in collecting or remitting any payment.

9.1 We may offer or require Users to verify their identity and other details using our processes or an external identity verification service (Verification Service). Hosts must complete the verification steps through Stripe Connect onboarding, before their Listings go live.

9.2 Where a Verification Service is used, we may share your personal information with the Verification Service in accordance with our Privacy Policy, and you consent to us receiving, sharing and using this information to carry out verification.

9.3 We rely on information provided by Users and any Verification Service. To the extent permitted by law, we do not warrant that verification will be accurate or guarantee that you will contract with a suitable User. You should make your own enquiries as to other Users' identities before entering into any Accommodation Contract.

10.1 Correspondence between Users prior to a confirmed Booking must take place on the Platform. You must not request, entice or accept payment for any Booking, or for any stay introduced through the Platform, outside the Platform.

10.2 While you are a User, you must not, directly or indirectly, solicit or attempt to solicit any business or other benefit, in respect of accommodation services, from any User whom you came to know about through the Platform, with the intention of avoiding the fees payable under this agreement.

10.3 We may, in our absolute discretion, suspend or cancel your Account in accordance with clause 20 if we find or reasonably suspect that you have breached this clause 10.

11.1 You should direct any complaint relating to another User to that User in the first instance, and Users must take reasonable steps to resolve disputes between themselves. Damage claims between Guests and Hosts are dealt with under clause 38.3.

11.2 If an issue remains unresolved, or if your complaint does not relate to another User, you may report it to us at hello@bokora.co.uk. We may (but are not obliged to) facilitate the resolution of disputes between Users, and we may hold funds relating to a disputed Booking until the dispute is resolved.

11.3 If you have a dispute with Bokora, you agree to notify us first and to discuss the dispute with us in good faith for a period of 30 days before commencing proceedings, except for urgent interlocutory relief. Nothing in this clause 11 prevents a consumer from exercising any statutory right or remedy at any time.

12.1 The Platform is made available to you on an 'as is' and 'as available' basis. Subject to clause 18.2, we do not represent, warrant or guarantee that the Platform will be free from errors or defects, that it will be accessible at all times, that messages sent through the Platform will be delivered promptly or at all, that information you receive or supply through the Platform will be secure or confidential, or that any information provided through the Platform is accurate or true.

12.2 We strive to maintain the Platform at all times but do not guarantee uninterrupted access, and, subject to clause 18.2, we are not liable for loss or inconvenience caused by technical outages, errors or maintenance periods.

13.1 Bokora retains ownership of all materials developed or provided in connection with the Platform (including text, graphics, logos, design, icons, images, sound and video recordings, pricing, downloads and software) (Platform Content) and reserves all rights in any Intellectual Property Rights owned or licensed by it not expressly granted to you.

13.2 You may make a temporary electronic copy of all or part of the Platform Content for the sole purpose of viewing it. You must not otherwise reproduce, transmit, adapt, distribute, sell, modify or publish the Platform Content without our prior written consent or as permitted by law.

13.3 In this agreement, Intellectual Property Rights means all copyright, trade mark, design, patent, semiconductor and circuit layout rights, trade, business, company and domain names, confidential and other proprietary rights, and any other rights to registration of such rights, whether created before or after the date of this agreement, anywhere in the world.

14.1 The Platform may contain content provided by third parties and links to third party websites or services. We accept no responsibility for third party content or websites and make no representation about their quality, suitability, accuracy or completeness, and the inclusion of any link does not imply our endorsement.

14.2 Any service that involves goods or services supplied by a third party (including Stripe) may be subject to that third party's terms and conditions, and you agree to familiarise yourself with, and comply with, any such terms applicable to you.

15.1 We implement industry-standard security measures, including encryption in transit (HTTPS) and access controls. However, no method of transmission over the internet is completely secure, and we do not accept responsibility for loss or damage to computer systems, mobile phones or other electronic devices arising in connection with your use of the Platform, except to the extent caused by our breach of this agreement or our negligence. You should take your own precautions against viruses and other forms of interference.

16.1 You must not disclose to any third party any non-public information of Bokora (including system operations, documents and marketing strategies) or the personal details of any other User obtained through the Platform, except as required to perform an Accommodation Contract or as required by law.

17.1 We collect, use and share personal data in accordance with our Privacy Policy, available on the Platform, and our use of cookies is described in our Cookies Policy, available on the Platform. By using the Platform you acknowledge that you have read these policies.

18.1 (Introduction service) Bokora facilitates the introduction of Guests and Hosts and the collection of payments, and charges the Guest Service Fee and the Host Service Fee in consideration for those services. Bokora is not a party to any Accommodation Contract and, subject to clause 18.2, has no liability for the acts or omissions of any Host or Guest, the condition, safety, legality or suitability of any Accommodation, or the accuracy of any Listing.

18.2 (What we do not exclude) Nothing in this agreement excludes or limits our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, for any breach of your rights under the Consumer Rights Act 2015 that cannot lawfully be excluded, or for any other liability that cannot be excluded or limited by applicable law. If you are a consumer, nothing in this agreement affects your statutory rights.

18.3 (Consequential loss) Subject to clause 18.2, neither party will be liable for any loss of profits or revenue, loss of data, loss of goodwill or reputation, business interruption, or any indirect, incidental, special or consequential loss or damage arising under or in connection with the Platform or this agreement.

18.4 (Cap) Subject to clause 18.2, Bokora's total aggregate liability to you for all claims arising out of or in connection with the Platform or this agreement, whether in contract, tort (including negligence), statute or otherwise, will not exceed the greater of (a) the total fees paid by you to Bokora in the 12 months preceding the first event giving rise to the relevant liability, and (b) £100.

18.5 (Indemnity) To the extent permitted by law, you indemnify Bokora and its employees and agents in respect of all liability for loss, damage or injury suffered by any person arising from your breach of this agreement, your misuse of the Platform, or your provision or receipt of Accommodation, except to the extent that the liability was caused by our breach of this agreement or our negligence.

18.6 (Statutory restrictions) To the extent that any applicable law (including sections 3, 6 and 11 of the Unfair Contract Terms Act 1977 and its equivalent in any other jurisdiction) restricts the extent to which liability can be excluded or limited under this agreement, the exclusions and limitations in this agreement are limited in accordance with those restrictions, and all other exclusions and limitations remain in full force and effect.

19.1 Neither party will be liable for any failure or delay in performance (other than an obligation to pay money) resulting from causes beyond its reasonable control, including natural disasters, pandemics, government actions, war, terrorism or infrastructure failures. The affected obligation is suspended to the extent it is affected by the event.

20.1 We may suspend or terminate a User's access to any or all of the Platform (including any Account or Listing) where the User has breached, or we reasonably suspect the User has breached, this agreement or applicable law, where a Listing is operating illegally, or where we reasonably consider it necessary to protect other Users or the Platform. Where reasonable, we will give you notice and an opportunity to remedy the issue before doing so.

20.2 You may terminate your Account at any time using the Platform's functionality or, where that functionality is not available, by written notice to us, in which case we will effect the termination within a reasonable time. Termination of your Account does not affect any confirmed Booking or any accrued rights or obligations, including payment obligations.

20.3 Clauses 6, 16, 18, 21 and any other provision which by its nature would reasonably be expected to survive will continue to apply after termination or expiry of your Account or this agreement.

21.1 To the extent permitted by law, we may keep records of transactions and communications made through the Platform (including messages, posts, reviews and IP address information) for administration purposes and may produce these records in the event of any legal dispute involving Bokora, in accordance with our Privacy Policy.

22.1 We may update this agreement from time to time. If we make a material change, we will give you at least 14 days' notice by email or by a notice on the Platform before the change takes effect, and you may terminate this agreement and close your Account by written notice before the change takes effect.

22.2 Changes will not apply to any Booking confirmed before the change takes effect, except where required by law. Your continued use of the Platform after a change takes effect constitutes your acceptance of the updated agreement.

23.1 A notice or other communication to a party under this agreement must be in writing and in English and delivered via email: to us, at hello@bokora.co.uk; and to you, at the email address associated with your Account or most regularly used by the parties to correspond (Email Address). The parties may update their Email Address by notice to the other party.

23.2 Unless the sender knows or reasonably ought to suspect that the email was not delivered, notice will be taken to be given 24 hours after the email was sent (or, if that falls on a Saturday, Sunday or public holiday in England and Wales, on the next business day), or when replied to by the other party, whichever is earlier.

24.1 (Governing law and jurisdiction) This agreement and any dispute or claim (including non-contractual disputes or claims) arising out of or in connection with it or its subject matter or formation is governed by the law of England and Wales, and the parties submit to the jurisdiction of the courts of England and Wales. The Platform is international in audience: if you are a consumer, you will benefit from any mandatory provisions of the consumer protection law of your country of residence, and nothing in this agreement deprives you of the right to bring or defend proceedings in the courts of that country where the law allows.

24.2 (Waiver) No party may rely on the words or conduct of any other party as a waiver of any right unless the waiver is in writing and signed by the party granting the waiver.

24.3 (Third party rights) This agreement does not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of this agreement.

24.4 (Severance) Any term of this agreement which is wholly or partially void or unenforceable is severed to the extent that it is void or unenforceable. The validity and enforceability of the remainder of this agreement is not limited or otherwise affected.

24.5 (Assignment) You may not assign, novate or otherwise transfer any of your rights or obligations under this agreement without our prior written consent. We may assign this agreement to a member of our group or in connection with a sale of our business, provided this does not reduce your rights under this agreement.

24.6 (Costs) Except as otherwise provided in this agreement, each party must pay its own costs and expenses in connection with this agreement.

24.7 (Entire agreement) This agreement embodies the entire agreement between the parties in relation to its subject matter. Nothing in this clause excludes liability for fraud or fraudulent misrepresentation.

25.1 In this agreement, unless the context requires otherwise: words in the singular include the plural (and vice versa); words indicating a gender include every other gender; if a word or phrase is given a defined meaning, any other grammatical form of that word or phrase has a corresponding meaning; a reference to a person includes any entity; a reference to a clause or Part is a reference to a clause or Part of this agreement; a reference to a document includes that document as varied or replaced from time to time; headings and bold type are for convenience only and do not affect interpretation; the word "includes" and similar words are not words of limitation; no provision will be interpreted adversely to a party because that party prepared it; and a reference to £ or GBP is to pound sterling.

This Part B applies to Hosts in addition to Part A.

26.1 This Part B applies to you if you list Accommodation on the Platform, whether as an individual host listing a property (such as a house, apartment, cabin or lodge) or as a hotel listing one or more room types.

26.2 You warrant that you own, or are duly authorised by the owner or operator to list and supply, each Accommodation in your Listings.

26.3 Before your Listings go live, you must complete the onboarding steps indicated on the Platform, including identity verification under clause 9 and Stripe Connect onboarding under clause 8.1.

27.1 You must ensure that each of your Listings is accurate, honest and up to date, including as to:

(a) the type, size and layout of the property, and the number of bedrooms, beds and bathrooms;

(b) all amenities listed as available at the property;

(c) the exact location and neighbourhood of the property;

(d) photographs, which must be authentic images genuinely reflecting the current state of the property (stock images, heavily edited photographs and images of a different property are prohibited);

(e) pricing, including all fees such as cleaning fees and extra guest fees, and any taxes or charges collected at the property;

(f) house rules and any restrictions on use; and

(g) the Cancellation Policy applying to the Listing.

27.2 You must keep your Listings current, promptly updating them for any changes such as renovation works, changes to amenities or pricing, and you are responsible for keeping your availability calendar accurate. Accepting a Booking for dates when the Accommodation is unavailable is a serious breach of this agreement.

27.3 Listings submitted to the Platform go through a review process before being approved. We check Listings for completeness and compliance with our policies, but we cannot guarantee the accuracy of every detail, and you remain solely responsible for the content you submit. We may decline, limit or remove any Listing at any time.

28.1 You are solely responsible for ensuring that each Listing and the supply of the Accommodation comply with all laws, regulations, licensing requirements and tax obligations applicable in the jurisdiction of the Accommodation, including:

(a) local rental laws, including short-term letting restrictions, planning permissions, lease or owner-occupier restrictions, and any maximum number of rental days;

(b) licensing requirements, including short-term rental licences, business registrations, hotel or accommodation licences, and fire safety and HMO certificates where applicable;

(c) safety regulations, including gas safety certificates, electrical safety checks, working smoke and carbon monoxide detectors, and fire escape routes and equipment; and

(d) registration with local tax authorities where required.

28.2 You must ensure that each Accommodation is safe, clean and fit for guest occupation, and you must hold and maintain insurance appropriate for short-term letting of the Accommodation.

28.3 You must not discriminate against Guests on the basis of race, ethnicity, religion, gender, sexual orientation, disability or any other protected characteristic.

28.4 Failure to comply with applicable laws is your sole responsibility, and Bokora accepts no liability for fines, penalties, legal action or losses arising from your failure to operate a compliant Listing. If we become aware that a Listing is operating illegally or in breach of local regulations, we may suspend or permanently remove the Listing and the associated Account in accordance with clause 20.

29.1 Booking requests are subject to availability and your approval. When a Booking is confirmed, an Accommodation Contract is formed between you and the Guest in accordance with clause 3.2, and you must supply the Accommodation substantially as described in the Listing, with reasonable care and skill, for the dates booked.

29.2 Any additional terms you apply to a Booking (such as house rules) must be set out in the Listing, must not be inconsistent with this agreement, and are solely between you and the Guest.

30.1 Creating an Account and posting a Listing is free. For each confirmed Booking, we charge you a host service fee of 3% of the Booking amount (Host Service Fee), which is deducted from the payout made to you.

30.2 The amounts paid by the Guest (excluding the Guest Service Fee) less the Host Service Fee will be held via Stripe in accordance with clause 8.2 and released to your nominated account approximately 24 hours after the Guest's check-out, subject to clauses 36 and 37 and to Stripe's payout terms, which may vary depending on your location.

30.3 You appoint Stripe as your limited collection agent solely for the purpose of accepting payment from Guests on your behalf, and you agree that payment made by a Guest to Stripe will be considered the same as payment made directly to you, discharging the Guest's payment obligation to the extent of the payment.

30.4 We may change the Host Service Fee by giving you at least 14 days' written notice. If you do not accept the change, you may terminate this agreement immediately by written notice before the change takes effect; the change will not apply to Bookings confirmed before it takes effect.

31.1 For each Listing you must select one of the standard cancellation policies set out in clause 36.2 (Cancellation Policy). The Cancellation Policy is displayed on the Listing before a Guest books and forms part of the Accommodation Contract.

31.2 You must not cancel a confirmed Booking other than where you are legally unable to perform it or in other exceptional circumstances. If you cancel a confirmed Booking, the Guest will receive a full refund of all amounts paid, including the Guest Service Fee, and the amounts required to fund that refund may be deducted from amounts otherwise payable to you or invoiced to you. Repeated cancellations may result in suspension or removal of your Listings or Account under clause 20.

32.1 You are solely responsible for declaring and paying all taxes applicable to income earned through the Platform, including income tax on rental earnings, VAT or local sales taxes, tourist or occupancy taxes, and corporation tax where applicable. Bokora does not withhold, collect or remit taxes on your behalf, and we recommend that you consult a qualified tax adviser in your jurisdiction. Where a tourist or local tax is collected at the property, this must be stated in the Listing.

33.1 By posting a Listing or accepting a Booking, you represent and warrant that you are able to fulfil the Booking as described in the Listing, that you will supply the Accommodation in compliance with all applicable laws and with clause 28.1, and that any qualifications, licences or certifications you hold yourself out as possessing are genuinely held and will be evidenced to us promptly on request.

This Part C applies to Guests in addition to Part A.

34.1 You may browse Listings without an Account, but you must create an Account to complete a Booking or submit a Booking Enquiry under clause 4.

34.2 All Bookings are subject to availability and the Host's approval. When your Booking is confirmed, you enter into an Accommodation Contract directly with the Host in accordance with clause 3.2. You must review the Listing, including the house rules and the Cancellation Policy, before booking.

35.1 The total amount charged for a Booking is shown at checkout and includes the nightly rate, any applicable cleaning or other fees set by the Host, and a Bokora guest service fee of 10% (Guest Service Fee). Some taxes or charges (such as tourist taxes) may be payable at the property, as stated in the Listing and at checkout.

35.2 Payment of the total amount is collected at the time of Booking via Stripe in accordance with clause 8.1. Funds are held and released to the Host in accordance with clause 30.2.

35.3 If we discover an error in the price at which your Booking was made, we will contact you as soon as possible. You will then have the option, subject to agreement with the Host, of confirming the Booking at the correct price or cancelling it; if you cancel and payment has been taken, the full amount will be credited back to your original payment method.

36.1 Each Listing has a Cancellation Policy set by the Host and displayed on the Listing before you book. Please review it carefully before completing your Booking: it determines the refund you will receive if you cancel.

36.2 The standard Cancellation Policies are:

(a) Flexible: full refund if you cancel at least 24 hours before check-in; no refund for cancellations within 24 hours of check-in;

(b) Moderate: full refund if you cancel at least 5 days before check-in; 50% refund if you cancel between 5 days and 24 hours before check-in; no refund for cancellations within 24 hours of check-in; and

(c) Strict: full refund if you cancel within 48 hours of booking and at least 14 days before check-in; otherwise, 50% refund if you cancel at least 7 days before check-in; no refund for cancellations within 7 days of check-in.

36.3 The Guest Service Fee is non-refundable, except where the Host cancels your Booking, the Accommodation is materially not as described and you qualify under clause 37, or extenuating circumstances under clause 36.5 apply and are approved by our team.

36.4 If a Host cancels a confirmed Booking, you will receive a full refund of all amounts paid, including the Guest Service Fee, processed within 5 to 10 business days to your original payment method, and our team will assist you in finding alternative accommodation where possible.

36.5 (Extenuating circumstances) In exceptional circumstances (such as serious illness, bereavement, natural disasters or government travel restrictions), we may offer refunds outside the standard Cancellation Policy on a case-by-case basis. To request an extenuating circumstances refund, contact us at hello@bokora.co.uk with supporting documentation as soon as possible.

36.6 (How to cancel) To cancel, log in to your Account, go to "My Bookings", select the relevant Booking and follow the prompts; your eligible refund will be calculated automatically. For disputes or extenuating circumstances, email hello@bokora.co.uk. Refunds are returned to your original payment method and typically take 5 to 10 business days depending on your bank.

36.7 Nothing in this clause 36 affects your statutory rights, including your rights where the Accommodation is not supplied with reasonable care and skill or is not as described. The 14-day 'cooling-off' right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply to accommodation booked for a specific date or period of performance.

37.1 If you arrive and the Accommodation is materially different from the Listing (for example, the wrong number of rooms, major safety issues or missing advertised amenities), you may be eligible for a full or partial refund, or assistance with alternative accommodation.

37.2 To qualify, you must report the issue to us at hello@bokora.co.uk within 24 hours of check-in, provide photographic evidence of the discrepancy, and not have caused the issue yourself. We will investigate promptly and may offer a partial or full refund, assist with alternative accommodation, or take action against the Host's account. This clause is in addition to, and does not limit, your statutory rights.

38.1 You must treat the Accommodation, the Host and the surrounding community with care and respect. In particular, you must:

(a) leave the Accommodation in substantially the condition you found it, dispose of rubbish properly, report any accidental damage to the Host promptly, and not remove any items belonging to the Accommodation;

(b) follow the house rules set out in the Listing for the duration of your stay, including any restrictions on smoking, pets, noise and guest numbers;

(c) not exceed the number of guests specified at the time of Booking; unauthorised additional guests are a breach of this agreement and may result in the Booking being cancelled;

(d) be considerate of neighbours and the local community; excessive noise, parties or events are prohibited unless expressly permitted by the Host in writing, and quiet hours specified by the Host must be respected;

(e) not use the Accommodation for any illegal activity; we reserve the right to report any such activity to the relevant authorities; and

(f) adhere to the check-in and check-out times agreed with the Host; late check-out without prior agreement may result in additional charges.

38.2 Failure to comply with house rules may result in early termination of your stay by the Host without refund, and charges for any damage or additional cleaning required.

38.3 (Damage) You are financially liable to the Host for any damage caused to the Accommodation during your stay beyond normal wear and tear. We may facilitate the resolution of damage claims between you and the Host (including under clause 11), but we are not responsible for covering the cost of damage.

38.4 (Safety) You are responsible for your own safety and the safety of your group during your stay. Familiarise yourself with the safety information provided by the Host, including emergency exits, fire safety equipment and any specific hazards at the property.