Guest Booking Terms

Definitions used in all our policies

• “live 1 life”, “live-1.life”, “we”, “us” — the marketplace operated by Paris Al Shiblawi t/a live-1.life, a sole trader based in Cardiff, United Kingdom. live-1.life is not a limited company; if the business is incorporated in future we will update these documents to name the new operator.
• “Marketplace” or “platform” — the live-1.life website and the accounts, listings, messaging, booking and payment features on it.
• “Host” — a landowner, operator or business that advertises a property on the platform.
• “Guest” — a person who uses the platform to enquire about or book a stay.
• “Property” or “listing” — the pitch, campsite, glamping unit, pod, cabin, lodge, caravan, land, venue or other stay a Host advertises.
• “Booking” — a reservation confirmed through the platform in accordance with the booking process shown to the Guest, including where the Host has accepted the request or an applicable payment has been successfully made. An enquiry or unaccepted request is not a Booking.

Our role as a marketplace

live-1.life operates an online marketplace that allows Hosts to advertise properties, pitches, campsites, glamping accommodation, pods, cabins, land, venues, events, activities and related services.

Unless we expressly state otherwise in writing, live-1.life does not own, occupy, operate or control the property, accommodation, land, venue, activity or service advertised by a Host. The Host is responsible for:

• the accuracy of their listing
• the property or service they provide
• the condition and operation of their property
• complying with applicable laws and regulations
• obtaining permissions, licences and insurance where required
• complying with their obligations to Guests
• providing the stay or service described in the booking

Unless expressly stated otherwise, the contract for the actual stay or service is between you and the Host. Our contract with you concerns your use of the live-1.life platform and the services that we provide as its operator.

This distinction does not affect any rights you may have against a Host or any rights you may have against live-1.life under applicable law.

Listings and verification

Hosts are responsible for the information they provide about their listings. We may review listings before or after publication and may remove, restrict or amend listings where we reasonably consider this necessary. However, a listing review is not a survey, inspection, certification, guarantee, endorsement or warranty.

Unless we expressly state otherwise, we do not physically inspect the property or independently verify:

• ownership
• planning permission
• building regulations compliance
• licences
• insurance
• fire safety arrangements
• health and safety arrangements
• environmental conditions
• accessibility
• facilities
• utilities
• boundaries
• the legal status of the property or activity

Where we state that a particular document or detail has been “checked” or “verified”, that description relates only to the specific check identified. For example, confirmation that a document has been provided to us does not mean that we certify the underlying property, Host or activity as safe, lawful or suitable.

You should consider the information provided in the listing and make your own assessment of whether the property or activity is suitable for you and your party. If you believe a listing contains misleading, inaccurate or unsafe information, please report it to us.

Making a booking

Depending on the listing, you may be able to:

• submit a booking request for the Host to accept
• make an instant booking
• send an enquiry before making a booking

A booking becomes binding in accordance with the booking process displayed to you. Where the listing requires Host acceptance, the booking will normally be confirmed when the Host accepts the request and you receive confirmation. Where instant booking is enabled, the booking will normally be confirmed when the booking is successfully completed through the platform.

A payment authorisation, deposit payment or other transaction does not by itself guarantee that a booking exists unless the platform confirms that the booking has been accepted or confirmed. You should keep your booking confirmation and related communications.

Your booking information

You must provide accurate and complete information when making a booking. This includes, where applicable:

• your name and contact details
• booking dates
• number of Guests
• children and their ages where requested
• pets
• vehicles
• accessibility requirements
• any other information reasonably required for the booking

You must not deliberately provide misleading information or conceal information that is material to the booking. You are responsible for ensuring that everyone in your party understands and follows the applicable booking terms and Host rules.

You may be responsible for damage or other loss caused by members of your party to the extent permitted by law and the applicable booking terms.

Information and prices shown before payment

Before you commit to a booking, we will provide the material booking information required by applicable law and our platform processes. This will normally include:

• the dates of the stay
• the number of nights
• the applicable accommodation or nightly price
• mandatory charges payable through the platform
• our service fee
• the total amount payable through the platform
• any deposit payable at the time of booking
• any balance payable to the Host
• the date or circumstances when the balance is due
• the applicable cancellation terms
• relevant Host rules
• any other material mandatory booking conditions known to us

We aim to present mandatory charges clearly and upfront and do not intentionally use “drip pricing” to reveal unavoidable charges only at the end of the booking process. Where a mandatory charge is known and applicable to the booking, it will be included in the price information presented to you as required by applicable law.

Where a charge depends on information that cannot reasonably be determined until later, we will provide the information necessary for you to understand or calculate the charge before you become committed to paying it, where required by law. Current UK consumer rules require traders to provide total prices including applicable unavoidable fees, taxes and charges and prohibit misleading drip pricing.

Optional extras are not mandatory charges. Where optional extras are offered by a Host, the relevant terms and price should be made clear before you choose to purchase them.

Service fee

Where live-1.life charges a service fee, the fee will be disclosed before you complete your booking. The booking price breakdown will show the applicable service fee and the total amount payable through the platform.

We will not intentionally add an undisclosed mandatory booking, administration, card or similar fee after you have committed to the booking. Any optional service or extra offered by a Host is separate from our service fee and should be identified in the relevant listing or booking information.

Payments

Where a deposit or other amount is collected through live-1.life, payment is processed using our third-party payment provider. Our current payment provider is Stripe. Where applicable, the payment arrangements shown during checkout will explain:

• the amount being paid
• whether the payment is a deposit or full payment
• who will receive the relevant payment
• whether a balance remains payable
• when the balance is due
• any applicable cancellation terms

Unless the booking expressly states otherwise, any balance payable directly to a Host is a payment between you and the Host.

Stripe and payment information

Card payments made through the platform are processed by Stripe. live-1.life does not intentionally collect or store your complete payment-card number or security code on its own servers. Payment information is handled through the relevant payment infrastructure provided by Stripe.

Stripe may process information in accordance with its own terms, privacy documentation and applicable legal obligations.

For security reasons, you should never send your full card number, security code, banking password or other payment credentials to a Host or through platform messaging.

Payment requests outside the platform

We do not normally ask Guests to transfer booking payments to an individual's personal bank account outside the platform. If a Host asks you to:

• transfer money to a personal bank account
• pay through an unfamiliar payment link
• send card details through messaging
• pay using cryptocurrency
• otherwise bypass the platform's stated payment process

treat this as a potential fraud or security warning. Do not make the payment until you have verified the request. Report suspicious payment requests to us as soon as possible.

Cancellation and refunds

Cancellations and refunds are governed by the Cancellation & Refund Policy together with the cancellation terms displayed for your particular booking. The Host's published cancellation terms will be shown before you commit to the booking, and you should review those terms carefully before paying.

Nothing in these terms removes any statutory right or remedy that applies to you. Where a Host cancels a confirmed booking, or where a refund is otherwise due under the applicable cancellation terms or law, we will process or facilitate the relevant refund in accordance with our Cancellation & Refund Policy.

Your responsibilities during the stay

You agree to:

• follow reasonable Host instructions
• comply with applicable house rules
• follow fire and safety instructions
• comply with site rules and licence conditions communicated to you
• supervise children in your party
• properly control pets
• respect neighbours and other Guests
• respect livestock and wildlife
• take reasonable care of the property
• dispose of waste appropriately
• avoid unreasonable disturbance or nuisance
• promptly report material damage, hazards or problems to the Host

You must not use the property for an unlawful purpose or in a way that materially breaches the booking conditions.

Outdoor and rural stays

Many properties listed on live-1.life are outdoor, rural or nature-based stays. These environments may involve ordinary risks including:

• uneven or slippery ground
• steep or difficult terrain
• water
• weather changes
• mud
• insects
• livestock
• wildlife
• darkness
• limited lighting
• limited mobile-phone coverage
• limited access to emergency services

You are responsible for taking reasonable precautions appropriate to your circumstances and those of your party. This does not remove any legal responsibility that a Host may have for the safety of accommodation or services they provide.

Children, pets and vulnerable members of your party

You are responsible for taking reasonable precautions for children, pets and other members of your party. Before booking, you should check the listing for relevant restrictions, accessibility information, hazards and suitability.

If you require particular accessibility arrangements or facilities, contact the Host before booking where possible and obtain confirmation that the property is suitable. Hosts remain responsible for complying with applicable legal duties concerning their property and services.

If something goes wrong

If there is a problem with your stay, you should normally contact the Host promptly. Giving the Host an opportunity to resolve a problem can often provide the quickest solution. Where the issue is serious, urgent or cannot reasonably be resolved with the Host, contact live-1.life as soon as possible. Where appropriate, we may:

• facilitate communication between you and the Host
• request evidence
• investigate information available through the platform
• assist with alternative arrangements where reasonably possible
• process or facilitate a refund where applicable
• take action against a listing or Host under our platform rules

Where you seek a refund or other remedy, we may ask for reasonable evidence, including photographs, videos, messages, receipts or other relevant information. Nothing in this section limits your statutory rights.

Materially misdescribed or unusable accommodation

If the accommodation is materially different from what was booked, unavailable, unsafe or unusable, notify the Host and live-1.life promptly. Where reasonably possible, provide evidence of the problem. Depending on the circumstances, we may assist with:

• finding a solution with the Host
• alternative accommodation
• cancellation
• a full or partial refund
• another appropriate remedy

Any refund or other remedy will depend on the circumstances, the booking terms, the evidence available and applicable law. Your statutory rights against the Host are unaffected.

Reviews

After a completed stay, you may be invited to leave a review. Reviews must:

• reflect your genuine experience
• be based on your own experience
• be accurate and not misleading
• comply with our Reviews and Ratings Policy
• not contain unlawful, abusive or otherwise prohibited content

We may remove reviews that breach our policies or applicable law. We do not require Guests to provide positive reviews in exchange for refunds, discounts or other benefits.

Personal information

Paris Al Shiblawi t/a live-1.life is responsible for the personal data that it processes as described in our Privacy Policy. Our Privacy Policy explains:

• what personal information we collect
• why we use it
• our applicable lawful bases
• who we share it with
• how long we retain it
• your data-protection rights
• how to contact us about privacy matters

Our Cookie Policy explains our use of cookies and similar technologies. We will only share Guest information with Hosts where reasonably necessary for the operation of the booking and in accordance with our Privacy Policy and applicable data-protection law.

Information shared with Hosts

Before a booking is confirmed, Hosts will normally receive only the information necessary to manage the enquiry or booking request, such as:

• requested dates
• party size
• the message or information you provide for the purpose of the enquiry

Where a booking is confirmed, we may provide the Host with additional information reasonably necessary to arrange and provide the stay. We aim to minimise the personal information shared with Hosts and do not make a Guest's private contact information unnecessarily available before a booking is confirmed.

The exact information shared may depend on the booking, the services involved and applicable legal requirements.

Data protection requests

You may exercise your rights under applicable UK data-protection law by contacting us through the contact details provided in our Privacy Policy. If you make a subject access request, we will normally respond without undue delay and within one month, subject to applicable legal exceptions.

In certain circumstances, the law permits the response period to be extended, including for complex or numerous requests. Where an extension applies, we will notify you as required by law. We may take reasonable and proportionate steps to confirm your identity where necessary to protect personal information from being disclosed to the wrong person.

Complaints and disputes

If you have a complaint about the platform, contact us through the contact form on this website or other support channel provided on live-1.life. If your complaint concerns the actual accommodation or service supplied by a Host, you should normally raise the matter with the Host first. We may assist in resolving the issue and may request evidence from both parties.

We will normally:

• acknowledge a complaint within 5 working days
• aim to provide a substantive response within 20 working days

These are service targets rather than guarantees and may take longer where an investigation requires information from a Guest, Host, payment provider or other third party.

Disputes between Guests and Hosts

The contract for the stay or service is generally between the Guest and Host. live-1.life is not normally a party to that underlying contract.

However, where money relating to a booking remains within our payment arrangements, we may, acting reasonably and in accordance with our Cancellation & Refund Policy, hold, release, split or refund relevant amounts where appropriate.

Any decision we make as a platform operator is not a court judgment or formal arbitration award. Nothing prevents either party from exercising any legal rights available to them.

Chargebacks and payment disputes

If you believe a payment was made incorrectly or a booking problem has not been resolved, you may contact your card issuer or payment provider where appropriate. Where possible, we ask that you contact live-1.life first so that we have an opportunity to investigate and resolve the issue.

This does not prevent you from exercising any statutory or contractual rights you may have. Where a payment dispute or chargeback 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 responsibility and liability

Nothing in these terms excludes or limits liability that cannot lawfully be excluded or limited. In particular, nothing in these terms 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

If you are a consumer, you retain your statutory rights under the Consumer Rights Act 2015 and other applicable consumer protection legislation. Where live-1.life provides a service directly to you, that service will be provided in accordance with the statutory protections applicable to that service. The Consumer Rights Act 2015 includes requirements concerning reasonable care and skill for services supplied by traders to consumers.

Subject to applicable law, live-1.life is responsible for losses that are a reasonably foreseeable consequence of our breach of these terms or our failure to exercise reasonable care and skill in providing our own services. We are not responsible for matters that are outside our reasonable control or for the acts or omissions of independent Hosts or Guests, subject always to liability that cannot lawfully be excluded or limited.

In particular, unless we expressly provide the relevant service ourselves, we are not responsible for the physical condition, safety, legality, ownership, management or operation of a Host's property, land, accommodation, venue or activity.

Payment providers, banks and third parties

Some parts of the booking process depend on third-party services, including payment providers, banks, card networks, hosting infrastructure, mapping services and communications providers.

We are not responsible for failures or delays caused solely by a third party where those failures are outside our reasonable control. However, this does not affect any rights you may have against the relevant third party or any legal responsibility that live-1.life itself cannot lawfully exclude.

Fraud, misuse and account security

You must take reasonable steps to keep your account secure. You must not:

• share your password with another person
• use another person's account without permission
• impersonate another person
• make fraudulent bookings
• use stolen payment information
• deliberately provide false information
• attempt to bypass platform security
• use the platform for unlawful purposes

If you believe your account or booking has been compromised, contact us immediately. We may suspend or restrict an account where reasonably necessary to prevent fraud, abuse, security risks or serious breaches of these terms.

Governing law

These terms are governed by the law of England and Wales. The courts of England and Wales will generally have jurisdiction over disputes arising from these terms.

If you are a consumer living in Scotland or Northern Ireland, you may also have the right to bring proceedings in the courts of the part of the UK in which you live, where applicable. Nothing in this section removes any mandatory consumer protection or jurisdictional rights that apply to you.

Changes to these terms

We may update these terms from time to time to reflect:

• changes to the platform
• changes to our services
• changes to our business arrangements
• changes to applicable law
• improvements to clarity or security

The “Last updated” date at the beginning of these terms identifies the latest version. Where a change materially affects your rights or obligations, we will take reasonable steps to notify you where appropriate.

The terms applicable to a confirmed booking will generally remain those that applied when the booking was made, unless a change is required by law or is otherwise agreed.

If part of these terms is invalid

If any provision of these terms is found to be unlawful, invalid or unenforceable, that provision will be modified or removed only to the extent necessary. The remaining provisions will continue to apply.

Contact us

If you have a question about these Guest Booking Terms, a booking or a complaint, please contact live-1.life through the contact form on this website or by email at info@live-1.life. Please include your booking reference where applicable so that we can identify the relevant booking and assist you efficiently.

Acceptance

Where our booking process requires you to accept these Guest Booking Terms, you must actively confirm your acceptance before completing the booking. By completing a booking, you confirm that:

• you have had an opportunity to read these terms
• you understand that the Host is generally responsible for providing the booked stay or service
• you understand the cancellation terms applicable to your booking
• you agree to the terms governing your use of the live-1.life platform

Your statutory consumer rights are not affected by your acceptance of these terms.