Cancellation & Refund Policy

The booking and cancellation terms

When you make a booking, the cancellation terms applicable to that booking will be displayed before you complete your payment. These terms may include:

• the date by which you can cancel without a cancellation charge
• the amount of any deposit or advance payment
• when any remaining balance becomes due
• any cancellation charges
• mandatory fees and taxes
• any specific cancellation conditions published by the Host

The cancellation terms displayed to you at the time of booking form part of your booking agreement.

Where a Host offers cancellation terms that are more favourable to the Guest than the minimum terms applicable to the booking, the more favourable Host terms will apply.

Nothing in this policy is intended to remove or restrict any statutory right or remedy that cannot lawfully be excluded or restricted.

Before you book

Before you commit to a booking, we will aim to make the material booking information available to you, including:

• the total price payable
• mandatory fees
• the amount payable at the time of booking
• any remaining balance and when it is due
• the Host's cancellation policy
• relevant booking dates
• any material restrictions or conditions notified to us by the Host

You should carefully review this information before completing your booking.

Once a booking has been confirmed, the cancellation terms shown at the time of booking will normally apply to that booking.

If you cancel as a Guest

You may cancel a booking using the cancellation facility available through your Guest account or, where appropriate, by contacting the Host. You should cancel as soon as you know that you cannot attend.

The amount you receive back will depend primarily on the cancellation terms that applied to your booking and the time at which you cancel. Where a cancellation charge or non-refundable amount applies, it should be clearly disclosed before you book and should operate fairly and proportionately.

A cancellation charge is not intended to operate as a penalty. Where applicable, amounts retained following cancellation should reflect the Host's legitimate loss or other reasonable contractual entitlement, taking into account circumstances such as costs already incurred and whether the accommodation can reasonably be re-booked. A Host should take reasonable steps to reduce any loss arising from a cancellation.

Our service fee will be refunded where:

• the Host cancels the booking
• the booking cannot proceed because of circumstances for which the Guest is not responsible
• the booking is cancelled within a free-cancellation period that expressly provides for the service fee to be refunded
• a refund of the service fee is otherwise required by law or agreed by us

Where the Guest voluntarily cancels outside an applicable free-cancellation period, our service fee may be non-refundable unless the booking terms or applicable law provide otherwise.

Statutory cancellation rights

Certain consumer contracts made at a distance or away from business premises can carry a statutory 14-day cancellation right. However, the Consumer Contracts Regulations 2013 contain exceptions, including certain contracts for accommodation provided on a specific date or during a specific period.

Accordingly, a statutory 14-day cooling-off period will not normally apply to a booking for accommodation for a specific date or period. This does not affect any other statutory rights you may have, including rights arising where a service is not provided in accordance with the law or the contract.

Nothing in this policy is intended to exclude or restrict statutory consumer rights.

If the Host cancels

If a Host cancels a confirmed booking, we will normally arrange a full refund of amounts paid through live-1.life for that booking, including our service fee, subject to any rights or obligations imposed by law. Where reasonably possible, we may also assist the Guest in finding alternative accommodation.

A Host who repeatedly cancels confirmed bookings, provides materially inaccurate information, or otherwise fails to meet their obligations may be subject to action under our Host terms, including suspension or removal from the platform.

If the accommodation is materially different, unusable or unsafe

If, on arrival or before arrival, you believe that the accommodation:

• is materially different from the listing
• is materially misrepresented
• is unavailable
• is unsafe or unusable
• does not provide a material feature or facility that was included in the booking
• otherwise fails materially to correspond with what you booked

please contact the Host promptly and contact live-1.life as soon as reasonably possible. Where appropriate, we may ask you to provide:

• photographs or videos
• messages exchanged with the Host
• booking information
• receipts or evidence of additional costs
• any other information reasonably necessary to understand the problem

Depending on the circumstances and the evidence available, we may assist the Guest and Host in reaching an appropriate resolution. Where a booking has materially failed through circumstances attributable to the Host, we may arrange or facilitate a refund of amounts held or paid through the platform, subject to the circumstances of the booking and applicable law.

Nothing in this section affects any statutory rights the Guest may have against the Host, including rights under the Consumer Rights Act 2015 where applicable.

Problems discovered after arrival

If you discover a material problem after arrival, you should notify the Host immediately and give them a reasonable opportunity to investigate or, where appropriate, remedy the problem. You should also contact live-1.life promptly where:

• the Host cannot be reached
• the problem is serious
• the accommodation is unsafe or unusable
• the Host refuses to address a material problem
• you believe the accommodation materially differs from the booking

Where reasonably possible, Guests should avoid unnecessarily leaving accommodation before giving the Host and live-1.life an opportunity to address the problem, unless remaining there would be unsafe or unreasonable.

Any refund will depend on the nature and seriousness of the problem, the length of the affected stay, the booking terms and the circumstances as a whole.

Events outside the parties' reasonable control

Sometimes circumstances outside the reasonable control of the Guest, Host or live-1.life may prevent a stay from going ahead. Examples may include:

• flooding
• wildfire
• severe weather
• significant natural disasters
• mandatory government restrictions
• emergency evacuation orders
• serious public safety restrictions
• other exceptional circumstances making the accommodation unavailable, unlawful or genuinely unsafe to use

The existence of an event does not automatically create a right to a refund.

Where an event genuinely prevents the booking from proceeding and neither party is responsible for the circumstances, the Host and Guest should seek a fair solution, which may include:

• a full or partial refund
• changing the booking dates
• another mutually agreed arrangement

Where appropriate, live-1.life may assist the parties in reaching a reasonable outcome.

Refunds

Where live-1.life approves or processes a refund, the refund will normally be made to the original payment method. Payments processed through our payment provider, Stripe, may be subject to the payment provider's processing procedures.

We will normally process an approved refund within 5 working days. Once processed, the time taken for the refund to appear in your account may depend on your bank, card issuer or payment provider.

Where a deposit remains in our payment provider's system and has not yet been paid to the Host, it may be possible to process the relevant refund more quickly.

Deposits and amounts held pending resolution

Where a deposit or other booking amount is held pending a dispute, we may temporarily retain the relevant amount while we obtain information from the Guest and Host. Depending on the evidence and circumstances, we may:

• release the amount to the Host
• refund the amount to the Guest
• divide the amount between the parties
• retain an amount corresponding to an agreed or reasonably established entitlement
• continue holding the amount while further information is obtained

We will act reasonably and proportionately when making such decisions.

We do not guarantee that we will be able to recover money from a Host or Guest where that party has already received the funds or where recovery is otherwise not reasonably possible.

Disputes between Guests and Hosts

The accommodation booking is generally a contract between the Guest and the Host. live-1.life operates the online platform through which Guests and Hosts can discover, communicate about and arrange bookings. Unless expressly stated otherwise, live-1.life does not own, occupy, operate or control the accommodation or venue provided by a Host.

If a dispute arises about the accommodation or booking, the Guest and Host should first attempt to resolve the matter directly and promptly through the platform. If they cannot resolve the matter, either party may contact live-1.life through the contact form or other support channel provided on the website.

We may request evidence including:

• booking records
• photographs or videos
• correspondence
• receipts
• payment records
• listing information
• other relevant evidence

We may facilitate communication between the parties and, where money is being held through our payment arrangements, may make a reasonable decision about whether to hold, release, split or refund that money.

Our role in disputes

Any decision made by live-1.life under this policy is intended to help resolve the platform dispute and does not make live-1.life an arbitrator, court or legal representative of either party. Our involvement does not prevent a Guest or Host from exercising any legal rights available to them.

Nothing in this policy prevents a consumer from pursuing a lawful claim, seeking independent legal advice, requesting a chargeback where appropriate, or contacting an appropriate consumer protection or enforcement body.

Chargebacks and payment disputes

Guests should normally contact the Host and live-1.life before initiating a payment dispute where there is a booking problem, so that we have a reasonable opportunity to investigate and resolve the matter. This does not prevent a Guest from exercising any rights they may have through their bank, card provider or applicable law.

Where a chargeback or payment dispute is initiated, we may provide relevant booking and transaction information to our payment provider or financial institution where reasonably necessary to respond to the dispute.

Our liability

Nothing in this policy excludes or limits liability where doing so would be unlawful. In particular, nothing in this policy excludes or limits liability for:

• death or personal injury caused by negligence
• fraud or fraudulent misrepresentation
• any other liability that cannot lawfully be excluded or limited

Where you are a consumer, nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer protection legislation.

Subject to those rights and any liability that cannot lawfully be excluded or limited, live-1.life is responsible for loss or damage caused by our breach of our contractual obligations or our failure to exercise reasonable care and skill, where that loss is a reasonably foreseeable consequence of that breach or failure.

To the extent permitted by law, live-1.life is not responsible for the acts or omissions of independent Hosts or Guests, or for matters relating to the ownership, condition, safety, legality, management or operation of accommodation, land, venues or activities supplied by a Host, where those matters are outside our control.

Changes to this policy

We may update this policy from time to time to reflect changes to our services, business practices or legal requirements. The version applicable to a booking will generally be the version that applied when the booking was made, unless a change is required by law or is otherwise agreed with the affected party.

We will publish the latest version of this policy on the website and update the “Last updated” date.

Contact us

If you have a question about a cancellation, refund or booking dispute, please contact us through the contact form on this website or by email at info@live-1.life. Please include your booking reference and sufficient information for us to identify the booking and understand the issue.

We aim to acknowledge complaints within 5 working days and, where reasonably possible, provide a substantive response within 20 working days. Where additional information is required from you, the Host or a third party, the time required to resolve the matter may be longer.

Your legal rights

Nothing in this policy is intended to:

• exclude any statutory consumer right
• prevent you from bringing a lawful claim
• prevent you from seeking independent legal advice
• prevent you from contacting an appropriate consumer protection authority
• give live-1.life rights that cannot lawfully be given to us

If any provision of this policy is found to be unlawful, invalid or unenforceable, that provision will be treated as modified or removed to the extent necessary, without affecting the remaining provisions.

This policy is intended to explain our cancellation and refund process clearly. It is not a substitute for independent legal advice.