Booking Terms
Booking Terms – PURPLE PENGUIN-UK LTD
About these terms
These terms apply to every booking made directly with us, through our websites or our booking site booking.purplepenguinsuites.co.uk.
Who we are: PURPLE PENGUIN-UK LTD, trading as Purple Penguin and Purple Penguin Suites. Registered in England and Wales, company number 15399453. Registered office: 3 Ring Hay Road, Bradford, BD4 0TZ, UK
Contact: info@purplepenguin.uk
Who accepts them: the person who makes the booking (the lead guest) accepts these terms for everyone in the booking. The lead guest must be 18 or over and stay in the apartment.
Platform bookings: if you book through Airbnb, Booking.com or another platform, that platform’s payment and cancellation terms apply. Our house rules, security deposit and identity check still apply to your stay.
Booking and payment
You pay the full price when you book, and your booking is confirmed when you receive our confirmation email.
Price: the total price, including all compulsory fees, is shown before you pay.
Payment: we take full payment at the time of booking, through our secure payment provider.
Guests: only the guests named in your booking may stay, up to the maximum number shown for the apartment.
Your details: please check your dates and details when you receive your confirmation, and tell us straight away if anything is wrong.
Cancellations and changes
How much you get back depends on how long before arrival you cancel.
30 days or more before arrival: 100% refund.
14 to 29 days before arrival: 50% refund.
Less than 14 days before arrival, or if you do not arrive: no refund.
Leaving early: we do not refund unused nights.
To cancel, email info@purplepenguin.uk. The date we receive your email is the cancellation date. Refunds go back to the card you paid with.
If you want to change your dates, contact us. We will try to help if the apartment is free, but we cannot guarantee a change.
The 14-day cooling-off period for online purchases does not apply to accommodation booked for specific dates. We recommend travel insurance to cover unexpected cancellations.
If we have to cancel, for example because the apartment cannot be used, we will offer you a similar apartment if one is available, or a full refund. We are not responsible for other costs, such as travel, unless the law says otherwise.
Security deposit and damage
We place a temporary hold (pre-authorisation) on your card as a security deposit. The amount is shown in your booking confirmation.
When: the hold is placed before or at check-in. It is not a payment, but it reduces your available balance while it is in place.
Release: we release the hold once the apartment has been checked after check-out. Your bank may take a few days to show the funds again.
Deductions: we may take reasonable costs for damage, missing items, extra cleaning (for example after smoking or a pet), or a breach of the house rules. We will tell you what we are charging and why, with evidence such as photos.
Costs above the deposit: if the costs are higher than the deposit, you agree to pay the difference.
If something gets broken during your stay, please tell us. Accidents happen, and it helps to know early.
Check-in, check-out and identity
Check-out is at 10:00 AM. Your check-in time is shown in your booking confirmation.
Late check-out: you can buy a late check-out in your Guest Portal, until 11:00 AM (a 1-hour extension) or until 12:30 PM (a full late check-out).
Unarranged late check-out: staying after check-out time without arranging it in advance costs up to 50% of the nightly rate.
Identity check: before arrival, the lead guest must confirm their identity, for example with a photo ID. We use it only to keep our apartments and guests safe, as described in our Privacy Policy.
No identity check: if we cannot confirm your identity before arrival, we may refuse check-in. This counts as a cancellation by you under the cancellation terms above.
Keys and access: access is through a key safe outside the apartment door, which holds physical keys. Please keep the keys secure at all times. Lost, damaged or unreturned keys cost £100 to replace.
Emergency call-outs: if we have to come out because of something within your control, such as being locked out or losing keys at night, we charge £100 plus the cost of any materials, payable straight away.
Leaving: please leave the apartment tidy, with rubbish in the bins and the doors and windows closed.
House rules
Our apartments are in residential buildings, so we ask every guest to respect the apartment and the neighbours.
Quiet hours: 9:00 PM to 7:00 AM. Please be mindful of neighbours and help us keep the building calm and peaceful.
Occupancy and visitors: only the guests named in the booking may stay overnight, up to the maximum shown in your booking confirmation. A small number of daytime visitors is fine for short visits, as long as neighbours are not disturbed. Gatherings and large numbers of visitors are not allowed.
No parties or events: parties, events and celebrations of any kind are not allowed in the apartment or anywhere in the building.
No pets: pets are not allowed. Assistance dogs are welcome; please tell us before you arrive.
No smoking or vaping: the apartment is strictly non-smoking, including vaping. Smoking inside, or tampering with smoke detectors, will lead to a charge for specialist cleaning and restoration.
No open flames: for fire safety, candles, incense, oil burners and other open flames are not allowed inside the apartment or on the terrace.
No fish cooking: please do not cook fish in any form, as the smell lingers and needs specialist cleaning to remove.
Care of the apartment: please treat the apartment as you would your own home, and tell us straight away if anything is damaged, broken or missing.
Extra cleaning: if the apartment needs cleaning beyond normal use, such as professional cleaning of carpets, upholstery or walls, or removal of stains, odours or excessive mess, we will charge the cost to your card.
Charges under these rules may be taken from your security deposit or charged to the card you paid with. If the house rules are seriously broken, for example by holding a party, we may ask you to leave without a refund.
Your stay is a licence, not a tenancy
Your booking gives you a licence to stay in serviced accommodation for the dates booked. It does not create a tenancy, and you do not get the rights of a tenant. This applies to all stays, including longer ones.
We, or people working for us, may enter the apartment for cleaning, maintenance, safety checks or emergencies. We will give you notice where we reasonably can.
Our responsibilities
We will provide the apartment as described, clean and safe, with reasonable care and skill.
Problems during your stay: tell us as soon as possible so we can fix them. If something cannot be fixed, we will offer a fair solution, such as another apartment or a partial refund.
Things outside our control: we are not responsible for interruptions we cannot reasonably control, such as utility or internet failures, or building works by others. We will do what we can to help.
Your belongings: we are not responsible for loss of or damage to your belongings, unless we caused it.
What we never limit: nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else the law does not allow us to limit. Your statutory rights are not affected.
Complaints, privacy and law
Complaints: if you are unhappy with your stay, email info@purplepenguin.uk and we will try to put it right.
Privacy: we handle your personal information as described in our Privacy Policy.
Changes to these terms: we may update these terms. The version in place when you booked applies to your booking.
Law: these terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring a claim in your local courts.
Last updated: 4 October 2026