Legal

Owner And Property Manager Agreement

Last updated: 4 May 2026

This agreement applies when an owner, host, property manager or agency asks Pet Retreat to market, introduce guests for, or facilitate bookings for a property.

Pet Retreat's Role

Pet Retreat provides marketing, enquiry handling, guest introduction, booking administration, payment collection as agent where agreed, and service support.

Pet Retreat does not own, operate, inspect, certify, maintain or manage the property unless separately agreed in writing. The owner or property manager remains responsible for the property, the guest stay and legal compliance.

Owner Responsibilities And Warranties

The owner or manager warrants that:

• They have full authority to market and let the property.
• Property information, photos, amenities, rates, fees, availability, pet rules, access details and house rules are accurate and kept up to date.
• The property is safe, clean, habitable, properly maintained and suitable for short-term guests.
• They hold appropriate permissions, insurance, licences, consents, registrations and planning approvals where required.
• They comply with applicable law, tax obligations, health and safety duties, fire safety duties, gas and electrical safety duties, planning rules, mortgage/lease restrictions and local regulations.
• They maintain appropriate public liability insurance, with cover of at least £2 million unless otherwise agreed in writing.
• They will honour confirmed bookings and cooperate with guest support, complaints, refunds, chargebacks and reasonable information requests.
• Any claims about accessibility, pet suitability, EV charging, pools, hot tubs, enclosed gardens, child safety, water access, local facilities or special features are accurate and can be evidenced.

Pet Retreat may request evidence of authority, insurance, safety checks, permissions, licences, availability, rates or property standards at any time.

Listing Content

Owners grant Pet Retreat a non-exclusive, royalty-free right to use supplied property content for marketing, listing, enquiry handling, booking facilitation and related operations.

Pet Retreat may edit copy for clarity, search performance and brand consistency, but owners remain responsible for factual accuracy. Owners must promptly correct any inaccurate or misleading information and review listing copy when asked.

Rates, Fees And Availability

Owners must provide accurate guide rates, mandatory fees, optional fees, deposits, cancellation terms, payment deadlines and availability feeds where available. Owners must promptly notify Pet Retreat of changes, blocked dates, maintenance issues, restrictions, complaints, safety issues or circumstances affecting guest stays.

Owners are responsible for double bookings, inaccurate rates, inaccurate availability, undisclosed charges and failure to honour confirmed terms.

Commission And Anti-Circumvention

Pet Retreat's standard commission is 18% of the gross booking value introduced or facilitated by Pet Retreat, unless otherwise agreed in writing.

No VAT is charged on commission unless VAT becomes applicable. If VAT becomes applicable, commission may be charged as 15% plus VAT, or otherwise adjusted as stated in the applicable owner agreement.

Gross booking value includes accommodation rent and mandatory booking charges paid or payable by the guest, excluding refundable damage/cautionary deposits unless otherwise agreed.

Where Pet Retreat introduces a guest, enquiry, lead or booking opportunity, the agreed commission or booking fee remains payable if that guest or connected party books the same or related property directly within 12 months of the introduction, unless Pet Retreat agrees otherwise in writing.

Owners must not use Pet Retreat enquiries to avoid agreed fees, move guests off-platform without disclosure, misrepresent booking outcomes, encourage guests to book direct to avoid commission, or withhold records reasonably needed to verify commission.

Pet Retreat may request reasonable evidence of booking outcome, guest name, dates, gross booking value, cancellation status and payment status for introduced enquiries.

Payment Handling

If Pet Retreat collects guest payments, it does so as disclosed agent or booking facilitator unless otherwise agreed. Owner payouts, deductions, commission, refunds, chargebacks, cancellation handling and payment deadlines will follow the commercial terms agreed in writing.

Owners must cooperate with payment verification, refund processing, chargeback evidence and guest payment queries. Owner payouts may be withheld or adjusted where there is a dispute, suspected fraud, owner breach, guest refund, chargeback, cancellation or unresolved complaint.

Guest Terms And Property Rules

Owners agree that Pet Retreat may apply guest booking terms to bookings introduced or facilitated by Pet Retreat. Owners may add property-specific terms, provided they are supplied before booking confirmation and do not conflict with Pet Retreat's core booking model unless agreed in writing.

Owners must make Pet Retreat aware of occupancy limits, minimum ages, event restrictions, pets, deposits, check-in/check-out times, CCTV, shared spaces, owner presence, hazards, access restrictions, noise rules and any other material guest information.

Owner Cancellations And Unavailability

Owners must not cancel confirmed bookings except where unavoidable. If an owner cancels, double-books, withdraws, sells, restricts, or cannot provide the property, the owner is responsible for cooperating with alternative arrangements, refunds, guest communication and reasonable losses or costs arising from owner breach, subject to applicable law and the agreed commercial terms.

Complaints, Claims And Indemnity

Owners must cooperate with complaints and claims. Owners are responsible for claims arising from property condition, inaccurate listing information, safety issues, owner/manager conduct, double bookings, unauthorised cancellations, legal non-compliance, deposit disputes, pet-rule disputes or breach of this agreement.

Owners agree to indemnify Pet Retreat for losses, costs, claims, refunds, chargebacks, guest compensation, regulatory issues and reasonable professional fees arising from owner breach, inaccurate information, property issues or legal non-compliance, subject to applicable law.

Data Protection

Owners must use guest personal data only for managing the relevant enquiry, booking or stay, and must keep it secure. Owners must not add guests to marketing lists, share guest data unnecessarily, or use guest data to bypass Pet Retreat commission.

Suspension, Removal And Termination

Pet Retreat may refuse, suspend or remove a listing where information is incomplete, inaccurate, risky, disputed, non-compliant, unsuitable for the brand, or where the owner breaches agreed terms.

Either party may stop future marketing by written notice, but existing bookings, active enquiries, commission obligations, confidentiality, data protection, indemnities and anti-circumvention obligations continue where relevant.

Law

This agreement is governed by the laws of England and Wales unless a signed agreement states otherwise.