Legal
Version 1.1 · Effective 16 September 2026
This policy explains when you can cancel a stay, what you get back, and how long a refund takes. It forms part of our Terms and Conditions. All amounts are in pounds sterling (GBP £).
Cancel more than 48 hours before check-in and you get everything back. Inside 48 hours, the first night is not refundable and we return the rest. If we cancel, you get a full refund. Refunds go back to the card you paid with, and we start them within 5 working days.
If you booked through Airbnb, Booking.com or Vrbo, that platform’s cancellation policy applies instead of this one — see section 2.
On this page
This policy applies to bookings made directly with Prime Host — through this website, by email, or by telephone — and paid to us by card.
Prime Host is the trading name of PRIME H UK LTD (company number 17450698), registered office 360 Harrow Road, London, England, W9 2HT. We let the properties we operate in our own name as principal, so your booking contract, and any refund under it, is with us.
If you booked through Airbnb, Booking.com, Vrbo, Expedia or any other platform, the cancellation policy shown on that listing at the time you booked governs your cancellation and refund, and the platform handles the money. This policy does not override it.
Cancellation policy names are not consistent between platforms — the same word can mean a very different deadline on Airbnb than it does on Vrbo — so please rely on the policy and the dates shown in your own booking confirmation from that platform rather than on the summary in this document. To cancel a platform booking, cancel through the platform. If you contact us instead, we will tell you to do that, and time lost may affect what you are entitled to.
Under regulation 28(1)(h) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the 14-day cooling-off right that applies to most things bought online does not apply to accommodation booked for a specific date or period. That is what a stay is, so you do not have a statutory 14-day right to cancel.
The cancellation rights in section 4 are contractual rights we give you voluntarily, and they are more generous than the law requires. They sit alongside your statutory rights, which this policy does not affect — in particular your rights under the Consumer Rights Act 2015 if the accommodation or our service is not as it should be. Section 13 explains how those work in practice.
Our standard terms are as follows. Check-in time is 15:00 local time on your arrival date unless your confirmation says otherwise, and the deadlines below are measured back from it.
| When you cancel | What you get back |
|---|---|
| More than 48 hours before check-in | 100% of everything you have paid, including the cleaning charge. No cancellation fee. |
| Within 48 hours of check-in | The first night is not refundable. Everything else is refunded in full, including the cleaning charge and all remaining nights. |
| After check-in | See section 7. |
Worked example: a four-night stay at £200 a night with a £90 cleaning charge, total £890. Cancel three days before arrival and you receive £890. Cancel the morning before arrival and you receive £690.
The cleaning charge is always refunded in full where the stay does not go ahead, because the cleaning does not happen. Optional extras you have paid for but not received are also refunded in full.
For mid-term and corporate bookings of 28 nights or more, cancellation requires 7 days’ notice by email to info@prime-host.co.uk. Notice takes effect when your email reaches us, and that timestamp is what we work from. If you cancel with less notice, you are charged for the earlier of 7 nights from the date your email reaches us and the remainder of the booked stay, and everything beyond that is refunded.
Longer stays are priced on the basis that the property is committed to you and taken off sale for the period, which is why the notice period is longer. Where a stay of 28 nights or more is agreed on different terms, those terms are set out in your booking confirmation and take priority over this section.
We sometimes offer a discounted rate in exchange for the booking being non-refundable. Where you choose one, this is stated clearly at the point of booking and on your confirmation, and no refund is available if you cancel, at any point. The saving is the consideration for giving up the cancellation right in section 4.
Non-refundable rates do not remove your rights in sections 11, 12 or 13. If we cancel, if the stay is prevented by an event outside our control, or if the property falls short of what you were entitled to, you are covered in the same way as any other guest.
Leaving early. If you check in and then leave before your departure date, we charge for the night you leave plus one further night, and refund the remaining nights. Tell us as soon as you decide, because the refund runs from the day we are told, not the day you left.
No-show. If you do not arrive and have not cancelled, we treat it as a cancellation within 48 hours: the first night is not refundable and the balance is refunded. We will try to contact you on the first night before releasing the property. If you are simply delayed, tell us and your booking is held — a late arrival is not a no-show.
Asked to leave. Where we end a stay because of a serious breach of our terms or house rules, as described in our Terms and Conditions, no refund is due for the remaining nights.
We will move your dates free of charge, subject to availability, if you ask more than 48 hours before check-in. If the new dates cost more you pay the difference; if they cost less we refund it. One free change per booking; further changes are treated as a cancellation and a new booking.
Inside 48 hours we will try to help but cannot promise a change, and section 4 applies if we cannot.
Email info@prime-host.co.uk with your booking reference, the property and your dates. Cancellation takes effect when your email arrives with us, and that timestamp is what decides which band in section 4 applies — so if you are close to a deadline, email rather than wait for a call back.
We will confirm your cancellation in writing, tell you the refund amount and how it was calculated, and tell you when we have started the refund. Cancellations by telephone are only effective once we have confirmed them in writing.
If we cancel your booking for any reason other than your breach of our terms, you receive a full refund of everything you have paid, and we will start it within 5 working days and complete it within 14 days.
Where we can, we will first offer you accommodation of at least equivalent standard in a comparable location at no extra cost. You are free to decline it and take the refund instead.
Where we cancel for a reason within our control and you have already incurred reasonable, unavoidable costs as a direct result, we will reimburse those costs on production of receipts. Our liability beyond that is as set out in our Terms and Conditions.
Where a stay is prevented by an event outside either party’s reasonable control — fire, flood, severe weather, a utility failure affecting the building, an epidemic, government restrictions, civil disorder — you may choose between a credit for a future stay and a refund of the nights affected. If only part of the stay is affected, the credit or refund is proportionate.
Circumstances personal to you are not covered by this section: illness, a cancelled flight, a work commitment or a change of plan is a cancellation under section 4, however genuinely unavoidable it was. This is what travel insurance is for, and we recommend you hold it.
Under the Consumer Rights Act 2015 we must provide your stay with reasonable care and skill, and the property must match how we described it. If it does not, you are entitled to have the problem put right, or to a price reduction where putting it right is impossible or cannot be done within a reasonable time.
Please tell us while you are still in the property. Almost everything can be fixed the same day, and a problem we can fix costs you nothing. A problem first raised after check-out is much harder to verify and to remedy, and that may affect what we can offer.
Our approach:
A price reduction under this section is a statutory remedy, not a goodwill gesture, and it is available to you regardless of the rate you booked, including a non-refundable rate.
Where we have taken a refundable deposit, we release it after check-out, normally within 7 days of departure and in any event within 14 days, less any deduction we are entitled to make. Where we placed a pre-authorisation hold rather than taking payment, we release it after check-out, normally within 7 days; how quickly it clears from your available balance is up to your bank.
We will not deduct anything without telling you within 14 days of departure what the deduction is for, with photographs and an invoice or quotation, and giving you a reasonable chance to respond. Deductions reflect our actual reasonable cost and take account of the age and condition of what was damaged. If you dispute a deduction, raise it with us under section 16 and we will review it.
If you think you have been charged incorrectly, please contact us first. We can usually resolve a billing question within a day or two, which is far faster than a chargeback, and it avoids your bank freezing the disputed amount while it investigates.
If you do raise a chargeback, we will respond to your card issuer with the evidence we hold — your booking confirmation, the terms you accepted and when, our correspondence with you, access and check-in records, and our cancellation calculation. We will keep dealing with you directly at the same time, and we would rather settle it between us. Raising a chargeback for a charge properly due under these terms does not remove your liability for it, and we may seek to recover it.
If you are unhappy with a refund decision, email info@prime-host.co.uk setting out what you think is wrong. We will acknowledge within 3 working days and give you a full written response within 28 days, explaining our reasoning and the calculation.
We are required to tell you whether we use an alternative dispute resolution provider. We do not currently subscribe to an ADR scheme. If we cannot resolve matters between us, you are free to take the matter to court, and free advice is available from Citizens Advice. Nothing in this policy limits your right to do so.
All prices, charges and refunds are in pounds sterling (GBP £). Before you send a reservation request, this website shows you the nightly rate, the number of nights, any length-of-stay or promotional discount, the one-off cleaning charge and the total. That total is the total payable: we add no booking fee, service fee or card surcharge, and there is no charge for cancelling within the free-cancellation window in section 4.
Nothing is charged on this website. A reservation request is an enquiry, not a booking and not a payment. Our reservations team replies within 24 hours to confirm availability, and only then do we send you a written confirmation setting out the property, the dates, the total, exactly what is charged and when, and the cancellation terms that apply. We take payment after you have accepted that confirmation, never before.
Card payments are taken through a secure payment link handled by our payment provider, Stripe. Card details are entered on Stripe’s own payment page; we never see, handle or store your full card number. Your bank may ask you to complete 3-D Secure verification, and we may place a pre-authorisation as described in section 14. We do not store your card to charge it again later unless your confirmation says so and you have agreed to it.
The charge appears on your statement as PRIME HOST. PRIME H UK LTD, trading as Prime Host, is the merchant of record: we let the property in our own name as principal, so we are the party you contract with and the party that refunds you. If a charge does not look right, please contact us before raising a dispute — see section 15.
Refunds are made to the original card under section 10. We do not offer cash refunds, and we do not refund to a different card or a third party except where the original card has expired or been closed.
Email info@prime-host.co.uk, or write to PRIME H UK LTD, 360 Harrow Road, London, England, W9 2HT. Please quote your booking reference.
We may update this policy. The version that applies to your booking is the one in force when we sent your booking confirmation, and we will not change it to your disadvantage afterwards.