Terms &
Conditions.

1.1. Your booking is with Hill's Serviced Stays Ltd, trading as Hilltop Serviced Apartments, a company registered in England and Wales under company number 11853641, whose registered office is 9 Belvedere Drive, Bredbury, Stockport, SK6 2EF.

1.2. In these Terms and Conditions:

• "Accommodation" means the apartment, flat, house or other property booked with us.
• "Booking" means the reservation made by you for the Accommodation.
• "Lead Guest" means the person making the Booking and accepting these Terms and Conditions on behalf of all guests included in the Booking.
• "Guest" means any person staying at or visiting the Accommodation with your permission or as part of your Booking.
• "Arrival Date" means the scheduled check-in date and time for your Booking.
• "Platform Booking" means a Booking made through a third-party platform, including Airbnb, Booking.com, Vrbo, Expedia, Tripadvisor, HomeAway or any similar booking channel.
• "we", "us" and "our" mean Hill's Serviced Stays Ltd.
• "you" and "your" mean the Lead Guest and, where applicable, the organisation making the Booking.

1.3. These Terms and Conditions apply to Bookings made directly with us through our website, by email, by telephone or in person, and also apply to Platform Bookings to the extent permitted by the relevant booking platform's terms. Where a Platform Booking is made, the platform's terms may also apply and, in the event of a conflict, the platform's mandatory terms shall take precedence only to the extent required.

1.4. A Booking is confirmed and a legal contract is formed only when payment has been successfully received or otherwise authorised by us in writing. No contract is formed where payment is declined, reversed, unauthorised, flagged as suspicious, or not received in cleared funds.

1.5. You acknowledge and agree that the Booking is for a short-term, temporary stay for leisure, business or other temporary accommodation purposes only and does not create a tenancy, assured tenancy, assured periodic tenancy, lease, licence with security of tenure, or any other right to remain in occupation beyond the agreed Booking period. The Accommodation is not let Terms and Conditions – Hill's Serviced Stays Ltd t/a as the Guest's only or principal home, and the Guest shall have no right of tenure or to exclusive possession beyond the period of the Booking.

1.6. The Lead Guest must be aged 21 or over and must stay at the Accommodation for the duration of the Booking. All other adult guests must also be aged 21 or over, except dependent children under the age of 16 who must be accompanied by a responsible adult at all times.

1.7. You may not assign, transfer, resell, sublet or otherwise dispose of your Booking or any right to occupy the Accommodation without our prior written consent.

1.8. The Accommodation may only be occupied by the number of guests stated in the Booking confirmation and must not exceed the maximum occupancy for the property. Unauthorised guests or visitors are not permitted unless expressly approved by us in writing in advance.

2.1. We reserve the right to carry out identity, age, address, payment verification, fraud prevention, sanctions screening, creditworthiness or other compliance checks before or after confirming a Booking and at any time before check-in.

2.2. The Lead Guest staying at the Accommodation must complete our online check-in process within the timeframe specified by us before arrival. This process may include providing valid government-issued photo identification, a live selfie or identity verification image, an electronic signature to confirm acceptance of these Terms and Conditions, and such personal details as we reasonably require for booking administration, security, fraud prevention and legal compliance. We may also require identification or details for other guests.

2.3. Once the required online check-in process has been completed to our satisfaction, the Lead Guest may be given access to a personal guest portal containing stay-related information, property details, access instructions and other relevant booking information. Access to the guest portal does not remove the guest's obligation to comply with these Terms and Conditions, house rules or any additional booking requirements.

2.4. If requested documents, online check-in requirements, payment verification, signed registration details, security deposit arrangements or other compliance requirements are not completed by the deadline set by us, we may refuse check-in, cancel the Booking, retain sums due under the applicable cancellation policy, and deny access to the Accommodation.

2.5. We reserve the right to refuse, cancel or terminate a Booking at any time before or during the stay where we reasonably believe that:

• the Booking is fraudulent or unauthorised;
• false, misleading or incomplete information has been provided;
• payment may be reversed or subject to chargeback risk;
• the Booking breaches these Terms and Conditions, house rules or platform rules;
• the stay may involve a party, event, anti-social behaviour, illegal activity, prostitution, exploitation, county lines activity, unauthorised commercial use, media production, or any activity likely to cause nuisance, damage, risk, complaint or reputational harm;
• the Booking has been made on behalf of a third party without our approval; or
• the proposed occupancy or purpose of stay is not suitable for the Accommodation.

2.6. Where we cancel a Booking under clause 2.5 for your breach, non-compliance, misrepresentation or risk concerns, any refund shall be at our discretion except where required by law or by the mandatory rules of a booking platform.

3.1. Payments may be made by credit card, debit card, bank transfer or BACS, unless we agree otherwise in writing. We reserve the right to refuse cash payments.

3.2. Full payment must be made within 24 hours of receiving the Booking confirmation and/or payment request, unless an alternative payment schedule is confirmed by us in writing before the Booking is made.

3.3. The total price for the stay will be presented before you confirm the Booking and make payment. Our pricing is dynamic and may change from time to time before a Booking is confirmed. Once a Booking is confirmed, we are not obliged to offer a discount if prices later decrease, and you are not obliged to pay more if prices later increase.

3.4. We may require a security deposit of £200, or such other amount as notified to you before check-in. The security deposit may be pre-authorised or charged to your payment card up to 24 hours before arrival, unless another arrangement is agreed.

3.5. The security deposit may be retained or applied in whole or in part against any loss, damage, excessive cleaning, smoking-related remediation, key or fob replacement, unauthorised occupancy, anti-social behaviour, late departure, house rule breach, complaint- related cost, call-out charge, contractor invoice, legal cost or other loss reasonably incurred by us arising from your Booking or stay.

3.6. Where our losses exceed the amount of the security deposit, you remain liable for the balance and we may charge the payment card used for the Booking or issue an invoice payable within 14 days of receipt.

3.7. We may rely on reasonable evidence in assessing loss, damage or breach, including photographs, videos, contractor quotations or invoices, housekeeping reports, inventory checks, smart-lock logs, device alerts, neighbour or building management reports, platform messages and witness statements.

3.8. Any refund or release of a security deposit is subject to post-checkout inspection and may be delayed where damage, missing items, excessive cleaning, complaints, investigations or pending contractor assessments need to be reviewed.

4.1. The cancellation policy applicable to your Booking will be confirmed to you before you complete your reservation. Subject to our discretion and any alternative cancellation terms expressly confirmed by us in writing before the Booking is made, direct Bookings may be cancelled free of charge up to 24 hours before the scheduled Arrival Date and time.

4.2. If a Booking is cancelled less than 24 hours before the scheduled Arrival Date and time, or if a guest fails to arrive, we reserve the right to retain or charge up to 100% of the total Booking amount.

4.3. Early departures, shortened stays, voluntary checkouts, refusal to remain at the Accommodation, or cancellations after check-in are treated as cancellations and do not entitle you to a refund for unused nights unless we agree otherwise in writing.

4.4. Any request to amend a Booking, including changes to dates, guest numbers, property, duration or check-in time, is subject to availability and to our written approval. Additional charges may apply.

4.5. Platform Bookings remain subject to the cancellation, refund and amendment rules of the relevant booking platform where those rules are mandatory. Our operational requirements, house rules, guest conduct rules, identification checks and damage provisions will still apply to the fullest extent permitted.

4.6. We reserve the right to cancel or relocate a Booking where reasonably necessary due to events outside our control, emergency works, property damage, utility failure, health and safety concerns, overbooking caused by system error, or any other operational reason that makes the Accommodation unavailable or unsuitable for occupation. If we cancel in such circumstances, our liability will be limited to refunding sums paid to us for the affected Booking, unless a greater remedy is required by law.

5.1. Check-in is from 3:00 pm and check-out is no later than 10:00 am unless otherwise agreed by us in writing. Early check-in or late check-out may be available by prior arrangement and may incur an additional charge.

5.2. Access instructions will normally be provided separately before arrival once all pre-arrival requirements, including payment, identification and deposit requirements, have been satisfied.

5.3. The Accommodation is provided as self-catering serviced accommodation and not as a hotel, guest house, tenancy or residence. Meals, breakfast and concierge services are not included unless specifically stated in writing.

5.4. Linen, towels and a starter supply of basic toiletries and refreshments may be provided, but replenishment, frequency of cleaning and service level may vary depending on the length and type of stay unless otherwise agreed in writing.

5.5. Only the guests named in the Booking may stay overnight at the Accommodation. Visitors are not permitted without our prior written consent.

6.1. You are responsible for the conduct of all Guests, invitees and visitors connected with your Booking and must ensure that they comply with these Terms and Conditions, any house rules, and any reasonable instructions issued by us.

6.2. You and your Guests must not:

• smoke, vape, use e-cigarettes or permit smoking anywhere inside the Accommodation or in any prohibited area;
• bring pets or animals into the Accommodation unless previously approved by us in writing, save for recognised assistance dogs where required by law;
• tamper with any fire alarm, firefighting, emergency, safety, utility, internet, camera, noise monitoring or smart-access equipment;
• remove, damage, disable or interfere with any furniture, fittings, appliances, linens, décor or inventory items;
• use the Accommodation for any party, gathering, event, celebration, meeting, filming, photography shoot, interview, content production, escorting activity, illegal activity, immoral activity or other unauthorised commercial purpose;
• make excessive noise, especially between 10:00 pm and 8:00 am;
• cause nuisance, harassment, alarm, distress or inconvenience to neighbours, residents, staff, contractors or other guests;
• store illegal drugs, weapons, explosives, hazardous substances or offensive materials at the Accommodation;
• obstruct entrances, exits, shared areas, corridors or fire escapes;
• move furniture or reconfigure the Accommodation without our consent; or
• use the Accommodation for any purpose other than the temporary residential stay stated in the Booking.

6.3. We operate a strict no-party and no-events policy. Any breach may result in immediate termination of the Booking, removal from the Accommodation, forfeiture of all payments and the security deposit, and additional charges for losses incurred.

6.4. We reserve the right to attend the Accommodation, require certain Guests or visitors to leave, or terminate the Booking immediately where we reasonably believe there has been a breach of these Terms and Conditions, a complaint, a security issue or any risk to the Accommodation, neighbouring occupiers or our staff.

7.1. Some properties may have external security devices, including doorbell cameras or other entrance monitoring devices, installed outside the property for safety, security and property protection purposes. Such devices are not installed inside bedrooms, bathrooms or private internal living areas.

7.2. Some properties may have internal noise monitoring devices that measure sound levels only and do not record conversations. Their purpose is to help prevent parties, nuisance and excessive noise complaints.

7.3. By making a Booking and entering the Accommodation, you acknowledge and accept the use of such devices where present, provided they are used lawfully and for legitimate operational and security purposes.

7.4. We reserve the right to enter the Accommodation at reasonable times, and without prior notice where necessary, in order to inspect, maintain, repair, investigate complaints, protect the property, respond to emergencies, verify occupancy, enforce these Terms and Conditions or comply with legal obligations.

8.1. You are responsible for keeping the Accommodation and its contents in a clean, tidy and undamaged condition and for returning all keys, fobs, permits, parking devices and access equipment on departure.

8.2. You will be liable for all loss, damage, theft, breakage, missing items, specialist cleaning, odour removal, smoking remediation, pest treatment, call-out charges, locksmith charges, replacement costs and associated losses arising from your Booking or the acts or omissions of any Guest, visitor or invitee.

8.3. If the Accommodation is left in an excessively dirty condition, requires waste removal, specialist cleaning, linen replacement, stain treatment, carpet cleaning, smoking treatment or emergency maintenance, we may apply reasonable charges to cover the cost.

8.4. We will provide a reasonable breakdown of additional charges on request, but we are not obliged to delay recovery while an investigation, quote or contractor process is ongoing.

8.5. Where any amount due is not paid on demand, we reserve the right to pursue recovery through invoice, debt recovery, court proceedings or any other lawful means, together with interest and reasonable recovery costs where recoverable by law.

9.1. While we will use reasonable endeavours to ensure that services and facilities are available, we do not guarantee uninterrupted access to utilities, wi-fi, internet, television services, appliances, lifts, parking, heating, hot water or any particular amenity.

9.2. We shall not be liable for temporary interruption, failure or reduction of services caused by breakdown, maintenance, repair, third-party supplier issues, weather, utility outages, building works or events beyond our reasonable control, except where liability cannot lawfully be excluded.

9.3. If a problem arises during your stay, you must notify us as soon as reasonably possible and allow us a reasonable opportunity to investigate and, where appropriate, remedy the issue.

10.1. We process personal data provided in connection with a Booking in accordance with applicable data protection law and our own data protection policy. A copy of our data protection policy can be provided on request.

10.2. By making a Booking, you confirm that you have authority to provide personal data relating to the other guests included in the Booking.

10.3. We may collect, store and process identification details, contact information, payment details, device data, booking records, access logs, communications and incident-related information for booking administration, legal compliance, fraud prevention, safety, evidence preservation and business operations.

10.4. Where required by law, we may retain guest registration details, nationality and travel document information and disclose information to law enforcement, regulators, insurers, banks, payment processors, booking platforms, fraud prevention agencies, debt recovery providers, legal advisers or courts where reasonably necessary.

11.1. If you experience a problem during your stay, you should contact us promptly using the contact details provided in your booking correspondence so that we have a reasonable opportunity to investigate and address the issue during the stay.

11.2. Complaints raised only after departure, without prior notice during the stay where notice could reasonably have been given, may affect the availability or level of any remedy.

11.3. Formal complaints should be submitted in writing to info@hilltopapts.co.uk or by post to 9 Belvedere Drive, Bredbury, Stockport, SK6 2EF. We aim to respond within 2 business days, although response times may vary depending on the complexity of the matter.

11.4. We reserve the right to reject or limit correspondence relating to complaints that are abusive, vexatious, repetitive, threatening or made in bad faith.

12.1. Nothing in these Terms and Conditions excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited under English law.

12.2. Subject to clause 12.1, our total liability arising out of or in connection with the Booking, the Accommodation or these Terms and Conditions shall not exceed the total amount paid by you for the Booking.

12.3. Subject to clause 12.1, we shall not be liable for any indirect, consequential, special or economic loss, including loss of profit, loss of business, loss of opportunity, loss of reputation, loss of anticipated savings or loss of data.

12.4. We are not responsible for loss of or damage to guest property unless caused by our negligence and not otherwise excluded by law. Guests remain responsible for ensuring that their own travel, personal possessions and other risks are properly insured where appropriate.

12.5. We shall not be liable for any failure or delay in performing our obligations where such failure or delay results from events beyond our reasonable control, including acts of God, flood, storm, fire, epidemic, pandemic, war, riot, terrorism, civil disorder, utility interruption, industrial dispute, government action, transport disruption, supply chain failure, building damage or failure of third-party systems.

13.1. If any provision of these Terms and Conditions is held to be invalid, illegal or unenforceable, the remaining provisions shall remain in full force and effect.

13.2. No failure or delay by us in exercising any right or remedy shall operate as a waiver of that or any other right or remedy.

13.3. These Terms and Conditions constitute the entire agreement between the parties in relation to the Booking and supersede all prior discussions, correspondence, representations and understandings relating to the same subject matter, save for any fraud or fraudulent misrepresentation.

13.4. A person who is not a party to the Booking shall have no right under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of these Terms and Conditions, except where expressly stated otherwise.

13.5. These Terms and Conditions and any non-contractual obligations arising out of or in connection with them shall be governed by English law, and the courts of England and Wales shall have exclusive jurisdiction.