Terms & Conditions

These Conditions govern all bookings made (whether through website, email, telephone or other means) with Town or Country, whose office is:

SO14 3DL
Company No. 05943905
Place of registration: Southampton
Contact telephone number: + 44 (0) 23 8088 1000
Contact email address: info@town-or-country.co.uk

You accept these conditions yourself and on behalf of all members of your party whether you are booking as a guest or on behalf of others.



Any booking made by you shall be deemed to be an offer by you to let the relevant property subject to these conditions.  A Contract between you and Town or Country will only come into existence: if you are booking by telephone or; email confirmation has been sent and has been completed and returned by way of hardcopy or email and your payment details accepted together with a holding deposit of £300.00 or 10% of the total booking which ever is greater. For all online bookings payment is taken in full at the time of sale.

We reserve the right to refuse at our sole discretion any booking you have made with us and it is the responsibility of the booker to notify Town or Country at the time of booking of the names of the relevant guests and whether they are adults or minors.
At Town or Country operated properties non-corporate bookings will not be accepted from any paying guests under the age of eighteen.  Proof of identification and date of birth may be requested at check-in.  Should proof of identification and date of birth not be presented upon request then Town or Country reserve the right to cancel the booking forthwith.
The holding deposit of £300.00 is deducted from the balance due and any sums due need to be paid in full 14 days before your arrival date.
Please note that should the balance due not be paid upon 14 days before your arrival date then Town or Country reserve the right to suspend or cancel any bookings made and deposit paid may be forfeit.
There is no transaction fee when booking with a visa debit card or maestro/solo or any other UK credit /debit card.
All International Bank Transfers will have a fee of £7 added to the total booking cost.
Town or Country also accepts payment of balance by way of pound sterling.

Please note that we may pass your debit/credit card details to a third party to process payment.

As soon as your confirmation is received, please check details carefully and if anything is not correct please tell Town or Country immediately otherwise we regret that Town or Country cannot accept any liability if it is not notified of any inaccuracy in any documentation within forty-eight hours of it being sent out.


If your booking is cancelled within seven days of the arrival date, a 100% charge of the total amount will be incurred.  Should Town or Country manage to occupy the property by another guest then you will receive a full refund minus a £100.00 administration fee. Regardless of the Cancellation provisions referred to above, any cancellation or non-arrival caused wholly or in part by flood, fire, earthquake, adverse weather, transport issues, strikes, terrorism, diseases, strikes, government actions, war or act of God will be treated as a detriment to Town or Country and we reserve the right to charge for the booking in full and provide a nil refund as if the act of cancellation had not occurred. For the avoidance of doubt Town or Country also require 7 days notice in writing to cancel a stay during the course of a booking.


The rates we advertise are to the best of our knowledge correct at the date of publication but we reserve the right to change any rates from time to time.  Please note rates can go up and down. Rates quoted are based on the rates prevailing at the time a booking is confirmed (in the currency requested).  Once a booking has been confirmed Town or Country will not change the rate quoted unless the booking is amended.  VAT is charged at the rate in force at the time of booking.



In the rare case that due to unforeseen circumstances, we cannot deliver your requested accommodation, we reserve the right to replace that accommodation with an alternative like for like or upgraded property. We will endeavour to give notice to guests as soon as is practical. In the case of a current guest needing to extend we reserve the right to move you to an alternative like for like property.



A Security deposit of £300 is taken to cover additional charges including breakages, damages and additional cleaning incurred during your stay in the case of Hen Parties, Stag Nights or any other function in Town or Country’s judgement which may result in disrepair to the property.  Town or Country reserve the right to deduct from the security deposit without further notice all amounts chargeable in respect of breakages, damages and all additional cleaning to a limit of £300.00.


Property available for occupation from 3pm on the day of arrival to 11am on the day of departure.  Any additional hours of occupation outside the available times in each period of 24 hours will be charged at £10 per hour unless otherwise agreed.  Early check-in/late check-out cannot be guaranteed unless the booking is made the night before arrival/the night after departure.  Key collection details will be provided to the booker prior to the check-in date.  Many properties operate unmanned receptions so access codes/keys and other relevant details will be provided only after a booking is confirmed.


In relation to Town or Country operated properties the following restrictions apply as standard.  There may be other restrictions at individual properties and full details of such restrictions will be provided with booking confirmation.

Town or Country operate a non-smoking policy throughout its properties and carries a £150 fine.

No domestic pets are allowed in any of the properties save with the express consent of Town or Country, such consent to be given at the time of booking and £150.00 deposit will be required at the time of booking for any pets staying in a property.  Guide Dogs for the Blind and Hearing Dogs for profoundly deaf people will be allowed in all properties and neither consent of the owner nor deposit will be required in such cases.

A deposit of £20.00 will be taken at the time of booking for use of Town or Country equipment and this will be refunded upon hand-back.  Should any of the equipment be lost or damaged, then we reserve the right to charge the full retail price from time to time.

Town or Country or its agents reserve the right to enter the property at any reasonable time or for reasonable cause.  This includes the undertaking of unforeseen (internal and external) remedial repairs together with any annual external redecoration for which access to the inside of the property may be required.  External windows and doors may be opened during this process.


The visitor undertakes to keep the property and all furniture, fixtures and effects in the same state, repair and condition as at the commencement of the booking period (reasonable wear and tear accepted) and to pay to Town or Country the value of any part of the property, furniture, fixtures, fittings and effects destroyed or damaged as being incapable of being restored to its previous condition.  Breakages and damages must be reported as soon as possible.
The visitor or any party member must not use the property or allow its use for any dangerous, offensive, noisy, illegal or immoral activities or carry on there any acts that may be a nuisance or annoyance to Town or Country or to any neighbours.
Town or Country reserve the right to cancel any booking to be effective without refund if a guest’s behaviour is causing nuisance or disruption to fellow guests or uses threatening or abusive behaviour towards the staff or neighbours in any way or manner. The visitor or guest has an obligation to permit Town or Country’s agent or agents to access the premises for the purpose of weekly cleaning of the premises. A cleaning schedule will be presented to each visitor on arrival. Save for routine cleaning, Town or Country reserve the right to access the premises in the case of an emergency on reasonable notice and in the case of maintenance, upon giving the visitor at least 24 hours notice. There will be a call out charge of £30.00 should you be unfortunate enough to lock yourself out and need to call assistance. (Please note this charge is £75.00 after midnight. The guest must vacate by 11.00am on the day of departure. Notice of late departure is required up to 24 hours prior to check out and is chargeable at £10.00 per hour. When less than 24 hours notice of a late departure is given £20.00 per hour will be charged. Should any damage be done to the property or its inventory items and a maintenance team member needs to attend you will be charged £45 per hour plus materials to return the property to its original condition. All keys must be returned to our office at Town or Country, 60 Oxford Street, Southampton SO14 3DL. Failure to do so will result in a charge of up to £300.00 per key. For Swipe Cards, Parking Permits and Remote Entry units lost you will be charged £75.00 per unit. A fee of £25 will be incurred if the discount card is not returned. All lost property is kept by Town or Country for three months. The items can be posted to you at a fee, collected in person or disposed of at your request. Should a number of large items or extensive amount of belongings be left that require Town or Country to dispose off, a fee of £75 will be incurred.


Although Town or Country make every effort to ensure that guests enjoy a peaceful stay Town or Country cannot guarantee or be held responsible for any failure or interruption to services to the properties or any building as a whole including electricity, air conditioning, water or any damage, telephone, broadband, internet and other communications, disruption or noise caused as a result of repair works being carried out in another part of the property or building. However upon notification by guests/booker Town or Country will use its best endeavours to maintain or rectify (within a reasonable period of time) all services and issues (within reason) to Town or Country operated properties and will use reasonable endeavours to ensure any preferred supplier is made aware of and rectify such problems within a reasonable period.


Complaints Handling Policy We are committed to providing a high-quality service to all our guests. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. If you have a complaint, please contact us with the details atinfo@townorcountry.co.uk or 60 Oxford Street Southampton SO143DL.We have two weeks to consider your complaint. If we have not resolved it within this time you may complain to the Ombudsman at www.ombudsman.org.uk What will happen next? 1. We will send you a letter acknowledging receipt of your complaint within three days of receiving it, enclosing a copy of this procedure. 2. We will then investigate your complaint. This will normally involve passing your complaint to our Complaints Manager, Andrew Kane, who will review your complaint and speak to all departments involved. 3. Andrew Kane will then contact you by telephone to discuss and hopefully resolve your complaint. He will do this within 7 days of sending you the acknowledgement letter. 4. Within 2 days of the telephone call, Andrew Kane will write to you to confirm what solution he has agreed with you. 5. If you do not want a telephone call, Andrew Kane will send you a detailed written reply to your complaint, including his suggestions for resolving the matter, within 7 days of sending you the acknowledgement letter. 6. At this stage, if you are still not satisfied, you should contact us again and we will arrange for our Director Nina Batley to review the decision. 7. Nina Batley (Director) will write to you within 14 days of receiving your request for a review, confirming our final position on your complaint and explaining our reasons. 8. If you are still not satisfied, you can then contact the Ombudsman at www.ombudsman.org.uk info@town-or-country.co.uk.


Town or Country reserve the right to change these conditions from time to time.  Should guests be in breech of any of these conditions Town or Country reserves the right to request that guests vacate their apartment and take their property within 24 hours.


We may use your contact details to inform you of our products including special offers that we think may be of interest to you.  If you do not want us to use your contact information to send details of our products to you please let us know by email to info@town-or-country.co.uk.  All information collected or properly obtained during the booking process or otherwise will be processed in accordance with our privacy policy which is incorporated into these conditions.  From time to time we will randomly record telephone calls as a security measure and to monitor and improve customer services.


The fact that Town or Country does not exercise any of its rights under this agreement in any particular instance or breech or default by the visitor shall not constitute a waiver by Town or Country of such right in that or any such instance.


Notices shall be sufficiently served if sent by prepaid first class recorded delivery letter of facsimile transmission to 023 80881010.  Any notice to be served on the visitor under the agreement may be given during the period of stay by delivering through the letterbox or putting under the front door of the property and shall be deemed to have been received upon the expiration of 24 hours after service.


If any provision of this agreement is held by any competent authority to be invalid or unenforceable in whole or in part then the validity of the other provisions and the remainder of the provision in question shall not be affected.


The agreement is for the period of the stay and is not intended to create the relationship of Landlord and Tenant between the visitor and Town or Country.  The visitor shall not be entitled to a tenancy or to any assured shorthold or assured tenancy or any statutory protection under the Housing Act 1988 or other statutory security of tenure now or upon termination of the agreement.


The construction liberty and performance of the agreement shall be governed by the Law of England and Wales and both parties submit to the exclusive jurisdiction of the Court of England and Wales irrespective of any claim, dispute or difference concerning these conditions and any matter arising from them.