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Terms & Conditions

Guest Rental Agreement for All Rental Properties

This agreement sets out the terms and conditions under which Pinpoint Property Solutions Ltd, trading as The Counting Sheep (“The Counting Sheep”, “we”, or “us”) provides short-term rental accommodation to you (“the Guest” or “you”), as detailed in your booking confirmation (“Accommodation”).

This is a legally binding contract between you, the Guest, and Pinpoint Property Solutions Ltd, trading as The Counting Sheep.

1. Booking Confirmation

To confirm your booking, 100% of the total amount due is required.

  • Cancellations made more than 14 days before arrival: Fully refundable.
  • Bookings made within 14 days of arrival: Full payment is required at the time of booking. These are non-refundable if cancelled.

If booking by telephone, confirmation is subject to accepted payment details. For website or email bookings, your reservation is only confirmed once we have emailed a booking confirmation.

If payment is not received by the specified deadline, we reserve the right to cancel the booking and retain any money already paid. Late payments may also incur interest charges.

2. Method of Payment

We accept the following payment methods:

  • Credit/Debit Card: Visa, MasterCard, American Express
  • Bank Transfer: GBP only – bank details available upon request

3. Booking Extensions

If you’d like to extend your stay, please contact us as soon as possible. Extensions are subject to availability and payment must be made immediately. If payment is not received promptly, our team will proceed with cleaning and check-out on the original departure date.

4. Accommodation

This agreement grants you a license to occupy the accommodation during your stay. It does not create any form of legal tenancy or exclusive possession.

5. Occupancy

Occupancy is limited to the number of beds provided. In some cases, additional sleeping arrangements can be made—please request in advance.
If more guests occupy the property than agreed, we reserve the right to charge £100 per extra guest per night or request the additional guests vacate the premises.

6. Guest Conduct & Duty of Care/ Guest Responsibility

Guests are expected to respect the property, its contents, and neighbouring residents at all times. Please keep noise levels to a minimum, especially during evening hours. Any reports of disruptive behaviour or excessive noise from neighbours may result in the immediate termination of your stay without refund.

Guests also have a duty of care to ensure the property is not subjected to intentional damage. Smoking is strictly prohibited inside all properties. Evidence of smoking will result in penalty charges to cover additional cleaning, deodorising, and any related repairs.

All such charges will be invoiced and must be paid within 7 working days.

7. Arrivals and Departures

  • Check-in: From 3:00 PM
  • Check-out: By 11:00 AM

Late check-out without prior approval will incur a £120 penalty.
Key collection details will be provided before your stay. We require this agreement to be signed and photo ID submitted by the lead guest before check-in instructions are released.

Early Departures: If you choose to check out early, the stay is considered complete, and our cleaning team will be scheduled accordingly.

8. Inventory / Property Care

Any damages exceeding the deposit amount will be invoiced and must be paid within 7 days. Failure to pay will result in a claim being filed, including any interest, legal fees, or related costs incurred in recovering the amount due.

9. Additional Charges

  • Wi-Fi: Free in all properties. We are not responsible for user hardware issues or outages beyond our control.
  • Cleaning: Guests must leave the property in a reasonable condition. Excess cleaning will be charged accordingly.
  • Smoking: Prohibited in all areas. A £250 fee will apply if smoking is detected.
  • Keys: One set provided. Lost key replacement:
    • Standard keys: £100 + VAT
    • Garage fobs: £150 + VAT
    • Lock replacement: from £100 + VAT
    • Inability to re-let due to key loss may result in further charges.
  • Parking Pass: Where applicable, must be returned at check-out. Failure to do so: £150 replacement fee.
  • Call-Outs: Non-emergency use of our team between 9:00 PM–9:00 AM: £100 + VAT call-out charge.

10. Liability

We are not liable for loss or damage to personal belongings, furnishings, or third-party acts. Guests are advised to have appropriate travel insurance.

Some properties may be owned by third parties. While we aim to maintain high standards, we do not guarantee compliance with external local laws or offer liability for such properties.
Nothing in this agreement limits liability for death or personal injury caused by our negligence, or any other liability not excludable by law.

11. Property Access

We reserve the right to access the property during your stay for essential maintenance, housekeeping, or emergencies. Advance notice will be given whenever possible.

12. Pets

Pets are not permitted in any of our properties.

13. Service Interruptions

We are not liable for interruptions to utilities, or disturbances from nearby maintenance or developments outside our control.

14. Communication

Our team operates daily from 9:00 AM to 7:00 PM. For late arrivals or after-hours support, please call during office hours to ensure you have everything you need.

15. Damage and Charges

The lead guest is responsible for any damage during the stay. You agree to pay invoices for damage or extra charges within 7 days. Failure to pay will incur:

  • 9% daily interest on overdue amounts
  • Debt recovery costs and legal fees
  • Deduction from the card on file (authorised by you at the time of booking)

Additional charges may include:

  • Full cost of damage repair
  • 10% admin fee for managing repairs
  • Up to 5 nights’ rental if the property cannot be re-let
  • Relocation costs for incoming guests if the property is left unfit to occupy

16. Deposit Waiver

All stays include a mandatory damage waiver fee:

  • £25 (full properties) – Covers up to £250 of accidental damage

This does not cover malicious damage, theft, or intentional misuse. Such incidents will be charged in full to the lead guest as per Clause 15.

Alternatively, a refundable security deposit of £500 (full properties) can be paid instead. This will be returned after checkout, minus a £5 admin fee, subject to property inspection.

 
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