Refund & Cancellations

1. Scope of this policy

This policy explains the position of Threshold & Key and Pgim Real Estate UK Rental Housing GP LL P in relation to refunds and cancellations. The site publishes editorial and commercial content about rental accommodation and may contain affiliate links that take users to a third-party accommodation provider.

The site does not itself provide accommodation, accept accommodation bookings, collect rental deposits or receive the rental price for properties displayed by an external provider. For that reason, there is no accommodation purchase made from this site for us to cancel or refund.

2. External accommodation bookings

When a user follows a link to cottages.com or another clearly identified external provider, any booking made there is a transaction with that external provider under the terms presented on its website. The provider is responsible for confirming the property, dates, price, payment schedule, cancellation options and any refund entitlement connected with that booking.

Before completing an external booking, users should read the booking conditions and any cancellation terms shown for the chosen accommodation and dates. Those terms may differ between bookings and may depend on the selected property, timing, price arrangement or other conditions stated by the provider.

3. Cancellations and changes

Requests to cancel or change an accommodation booking must be directed to the provider with whom the booking was made. Threshold & Key cannot amend dates, substitute accommodation, cancel a reservation or approve a refund because it is not a party to the external booking contract.

If a user is unsure which conditions apply, the relevant confirmation and the provider's current booking terms should be checked first. Contact details and support routes for the booking are supplied by the provider as part of its own service.

4. Refunds

Any refund connected with an accommodation booking is determined and processed by the external provider in accordance with the terms applicable to that booking and any rights that apply under law. Threshold & Key does not hold the accommodation payment and therefore cannot issue, delay, reverse or guarantee a refund of that payment.

An affiliate commission, where applicable, is a commercial arrangement associated with referral activity and does not turn this site into the accommodation provider or payment recipient for the user's booking.

5. Prices shown in editorial content

Where a property or price is discussed in editorial content, the purpose is to describe information associated with the external listing. The final price and conditions for any proposed booking are those shown by the external provider when the user selects the relevant property, dates and party details.

If the provider's current page differs from information previously seen in editorial content, the provider's live booking information should be used when deciding whether to proceed.

6. Consumer rights

Nothing in this policy is intended to exclude or restrict rights that cannot lawfully be excluded. Rights relating to a particular accommodation booking should be considered in the context of the provider, the booking contract and the circumstances of that transaction.

Because Threshold & Key does not enter into the accommodation booking contract, questions about the performance of the booked accommodation service, cancellation charges or repayment of booking funds should be addressed to the provider responsible for that contract.

7. Contact about this policy

Questions about the role of this site or this policy may be directed to Pgim Real Estate UK Rental Housing GP LL P, Strand, London. Email: [email protected]. Phone: +442072404485.

The company director is Florence Atkinson. Registration date: 2023-01-15. The registering authority supplied for the company is Law office Middleton, Royal Opera House, Bow St, London WC2E 9DD, United Kingdom.

8. Changes to this policy

This policy may be updated when the operation of the site, its external linking arrangements or applicable requirements change. The date at the top of this page identifies the current version.