Legal

Terms & conditions

Your contract is with Platinum Accommodation Ltd, trading as Urban Chic, for properties in England and Wales, or Urban Chic Ltd, trading as Urban Chic, for properties in Abu Dhabi. The property's location determines which local provisions apply, regardless of where you live or make your booking.

Booking summary

Payment

normally in GBP for UK properties and AED for UAE properties. The total price, applicable taxes and compulsory fees are disclosed before you book.

Arrival and departure

check-in from 15:00; check-out by 10:00 in England and Wales and by 11:00 in Abu Dhabi, unless different times are agreed before booking. All times are local to the property.

Cancellation

the rate-specific cancellation policy shown before you book applies, subject to your legal rights.

Conduct

no smoking or vaping indoors, parties, unauthorised overnight guests or unlawful activities. Quiet hours are 22:00 to 08:00.

Damage and deposits

you may be responsible for reasonable, evidenced costs caused by your party. Deposit amounts and any agreed card authority are disclosed before booking.

Extensions

subject to availability, written confirmation and the price quoted for the additional nights.

This summary should be read with the full terms below.

1 Who we are and which terms apply

1.1: UK bookings. For a property in England or Wales, your accommodation provider and contracting party is Platinum Accommodation Ltd, trading as Urban Chic, registered in England and Wales, company number 09440865, registered office 6 Dorset Street, London, W1U 6QL, VAT registration number GB214215749.
1.2: UAE bookings. For a property in Abu Dhabi, your accommodation provider and contracting party is Urban Chic Ltd, trading as Urban Chic, registered in Abu Dhabi Global Market (ADGM), Private Company Limited, registration and commercial licence number 27821 issued by the ADGM Registration Authority, registered office Office 810, 8th Floor, Tamouh Tower, Building 12, Marina Square, Al Reem Island, Abu Dhabi, United Arab Emirates, VAT registration number 105236254600003. The applicable property permit details will be provided in the property listing or booking information.
1.3: "We", "us" and "our" mean the company identified for your property in clauses 1.1 or 1.2. "You" means the individual or organisation making the booking. "Guests" means everyone staying under that booking. "Property" means the booked apartment or other accommodation. "Booking confirmation" means our written acceptance setting out your booking details.
1.4: Contact us at mail@my-urbanchic.com. The booking confirmation also provides the appropriate local contact and emergency assistance details.
1.5: These common terms apply together with the location-specific provisions in clauses 22 and 23. A location-specific provision takes priority if there is a conflict. Mandatory legal rights take priority over all contractual provisions.

2 Making a booking

2.1: The person making the booking must be at least 18 and have legal capacity to enter into it. Anyone booking for an organisation must have authority to bind that organisation. Where the organisation is identified as the customer, the individual arranging the booking does not give a personal guarantee merely by making it.
2.2: Before you commit to a booking, we will make available these terms, the property's material features, the contracting entity, the total price, payment schedule, cancellation policy, any deposit requirements and material house rules. The contract is formed when we issue written confirmation after receiving the required payment or agreeing alternative payment terms in writing. If we decline the booking, we will return any payment received for it.
2.3: Please check the confirmation and tell us promptly about errors. A confirmation cannot introduce a new fee or materially different term without your agreement. Information about the accommodation or service on which you reasonably relied when booking remains binding where required by law.
2.4: You must provide accurate booking information and share the terms and relevant house rules with your guests. You are responsible for your own obligations and for loss caused by guests or visitors you invite to the extent set out in these terms and permitted by law.
2.5: For bookings through an agent or platform, the accommodation contract is with the provider identified in the booking process. Payment and cancellation terms expressly agreed through that channel apply to the booking. These terms do not override more favourable rights expressly agreed at booking or the platform's separate obligations to you.

3 Guest registration and identification

3.1: We may request identification and information reasonably required for guest registration, age verification, payment security, fraud prevention and compliance with law. Depending on the location, this may include a passport or national identity document and details of all guests. We will explain material requirements before booking and collect only information reasonably necessary for the stated purpose.
3.2: We may refuse check-in where legally required information is not provided or where there are reasonable grounds to believe a booking involves fraud or an immediate safety risk. Where practicable, we will explain the issue and allow a reasonable opportunity to resolve it. Refunds and any deductions will be assessed under clauses 5, 16 and 17; refusal does not automatically entitle us to retain the entire booking price.
3.3: Only registered guests may stay overnight, and the property's advertised and licensed occupancy limits must not be exceeded. Changes to guest names must be agreed before arrival or before the replacement guest stays.

4 Prices and payment

4.1: The total price and payment currency will be shown before booking. Consumer prices include applicable VAT and compulsory charges that can be calculated in advance. If a compulsory charge cannot reasonably be calculated then, we will explain its basis and when it is payable before you book. Optional extras require your agreement.
4.2: UK bookings are normally charged in GBP and UAE bookings in AED. If we agree another payment currency, we will disclose the amount and any conversion basis before payment. Your bank or payment provider may impose its own exchange rate or charges.
4.3: Full payment is due when booking unless a different schedule is agreed in writing. We will provide a confirmation and an invoice or receipt appropriate to the transaction and local requirements.
4.4: We will not increase the agreed price after confirmation unless you request and agree a change, or a new statutory charge must legally be collected from you. We will explain any such statutory charge and any associated rights before collecting it; this does not permit discretionary price increases.
4.5: If an agreed payment is late, we will notify you and, where practicable, give a reasonable deadline to pay before cancelling or suspending services. We do not impose contractual late-payment interest under these standard terms. Any separate business credit arrangement must state its own lawful payment and interest provisions.

5 Cancellation and changes requested by you

5.1: The cancellation policy for your chosen rate will be displayed before booking and repeated in your confirmation. It will specify the free-cancellation deadline, if any, and how charges for cancellation, a no-show or early departure are calculated. Deadlines use local time at the property unless expressly stated otherwise.
5.2: Send direct-booking cancellation and amendment requests to mail@my-urbanchic.com. For platform bookings, use the cancellation method specified by that platform. A direct cancellation takes effect when your message reaches our designated email address, not when we acknowledge it. Keep your delivery record and contact us if an acknowledgement does not arrive.
5.3: Cancellation charges must be lawful and proportionate. Where required by applicable law, they will reflect our reasonably recoverable loss, taking account of costs saved, reasonable steps to re-let and replacement income for the same nights. We will not recover the same loss twice. A rate described as non-refundable does not remove mandatory legal rights or your remedies if we breach the contract.
5.4: Travel disruption, visa difficulties or a change in your plans do not by themselves alter the agreed cancellation policy. This does not limit rights arising under applicable law or where we cannot provide the accommodation. We recommend suitable travel insurance.
5.5: Extensions and other changes depend on availability and our written agreement. We will confirm the revised price, payment deadline, dates and cancellation terms before you accept. An extension does not retrospectively change the original booking's cancellation rights.
5.6: Where a refund is due, we will initiate it without undue delay and normally within 14 days after the amount and entitlement are established, or sooner if required by law. Refunds normally go to the original payment method. Bank processing times may vary.

6 Arrival and departure

6.1: Unless agreed otherwise before booking, check-in starts at 15:00. Check-out is by 10:00 for England and Wales and 11:00 for Abu Dhabi. All times are local to the property.
6.2: We will provide arrival instructions and explain how to return keys, fobs and passes. Early check-in and late check-out require advance agreement and may attract a fee disclosed before you agree.
6.3: If you remain beyond the agreed departure time without permission, we may recover reasonable, evidenced additional costs caused by the delay under clause 14. An additional night's charge is not imposed automatically regardless of the actual circumstances.

7 Nature of your stay

7.1: We provide temporary serviced or holiday accommodation for the agreed period. You must not sublet it, advertise it for occupation by others or transfer the booking without our written agreement.
7.2: The booking is intended to provide temporary accommodation rather than a residential tenancy. Its legal status and any occupation rights depend on the applicable law and the actual circumstances. These terms do not exclude statutory tenancy or possession protections where they apply.
7.3: Please tell us before booking if you intend to use the property as your principal home or require a residential tenancy. We must assess whether the accommodation and proposed arrangement are suitable and lawful. A longer stay or extension is subject to any applicable licensing and occupancy restrictions.
7.4: Guests must leave at the agreed end of their stay, subject to rights given by law. Any termination or recovery of possession will follow the legally required process.

8 Accommodation descriptions and changes

8.1: We will provide accommodation matching the description and material features agreed when you booked. Where you book an apartment category rather than a specific unit, photographs may illustrate that category; any material differences will be disclosed before booking.
8.2: Please discuss any essential accessibility, location or facility requirements before booking so we can confirm whether the property meets them. This does not relieve us of responsibility for accurate descriptions or agreed requirements.
8.3: If an emergency, safety issue or essential repair makes the booked property unavailable, we will notify you promptly and offer suitable alternative accommodation where reasonably possible, without an additional accommodation or necessary relocation charge for an equivalent replacement.
8.4: If the alternative is materially different, you may decline it and receive a refund for the accommodation we cannot provide. If you accept a lower-value replacement, we will refund the appropriate price difference. Your other legal remedies remain available.

9 Included facilities and services

9.1: Unless clearly stated otherwise before booking, the price includes water, electricity, gas where supplied, sewerage, heating or air conditioning where installed, internet access, routine maintenance, and weekly housekeeping for stays of seven nights or more. Housekeeping includes general cleaning, linen and towel changes and rubbish removal; the schedule will be provided for your stay.
9.2: For UK properties, any council tax and television licensing costs for the accommodation and television service we provide are included where applicable. These UK items do not apply to UAE properties. UAE taxes and compulsory local fees are dealt with in clause 23.
9.3: Parking, leisure facilities, telephone services, food, beverages and extra housekeeping are included only where stated in the booking information. Any usage charges or access restrictions will be disclosed before you agree to the relevant service.
9.4: Included utilities cover ordinary use of the accommodation. Any consumption allowance and excess-use tariff must be disclosed and agreed before booking; we will not impose an undisclosed excess-use charge. Deliberate misuse causing loss may be dealt with under clause 14.
9.5: We will take reasonable steps to resolve interruptions and minimise disruption. Tell us promptly about service failures. External disruption does not automatically remove our responsibility or your right to an appropriate remedy under applicable law.

10 Access and keys

10.1: We respect guests' privacy. Staff or contractors may enter for agreed housekeeping, necessary repairs, safety checks or inspections. Except in emergencies or where law permits otherwise, we will give reasonable advance notice and arrange access at a reasonable time. Emergency access may take place without notice where necessary to protect people or property.
10.2: Housekeeping will take place in the notified service window. For stays exceeding 30 days, we may arrange a condition inspection after the first 30 days and further inspections on reasonable notice.
10.3: We will provide at least one set of necessary keys, fobs or access credentials. Extra sets depend on availability. Any refundable deposit will be stated in the booking currency before you agree to it. Lost keys or access devices may result in reasonable replacement or security costs under clause 14.

11 Guest conduct and house rules

11.1: Guests must use the property responsibly, respect neighbours, supervise children appropriately and follow reasonable safety and building rules supplied before booking. The information folder may explain operational procedures, but cannot introduce undisclosed fees or materially change your contract.
11.2: Smoking, vaping and e-cigarettes are prohibited inside the property and in any other areas identified as non-smoking. Any smoking-related charge is assessed under clause 14.
11.3: Parties, events and gatherings exceeding the registered guest number are not permitted without our prior written agreement and any required building approval. Visitors must comply with registration and building-access requirements disclosed for the property and leave by 22:00 unless otherwise agreed. They may not stay overnight without registration and approval.
11.4: Keep noise to a minimum between 22:00 and 08:00 and avoid nuisance at all times.
11.5: Pets are allowed only with prior written agreement. Assistance animals will be accommodated as required by applicable law. Please tell us about assistance-animal or accessibility needs so we can discuss arrangements; statutory rights do not depend on joining a voluntary registration scheme.
11.6: Take reasonable care of the property and its contents, report damage or maintenance issues promptly, and leave the property reasonably clean and tidy. Ordinary cleaning and fair wear and tear are included in the accommodation price.
11.7: Keep entrances, escape routes and service areas accessible. If clutter or another condition prevents safe cleaning or maintenance, we will explain what must be addressed and allow a reasonable opportunity to do so unless immediate action is necessary for safety.

12 Safety and prohibited activities

12.1: Read the fire and emergency instructions on arrival. Do not tamper with fire alarms, detectors, extinguishers or fire doors, obstruct exits, use candles, incense or portable gas or paraffin heaters, or carry out deep-fat frying.
12.2: Do not store or charge e-scooters, e-bikes or their batteries inside the property. Contact us about any designated storage arrangements. This restriction does not automatically exclude essential mobility aids; contact us to agree safe arrangements consistent with applicable accessibility obligations.
12.3: The property must not be used for unlawful activity, dangerous activity or the storage of hazardous substances. Commercial events, filming and photo shoots require prior written permission. Ordinary remote office work is permitted if it causes no disturbance, involves no customer visits and does not breach building or licensing rules.
12.4: Where a guest's breach or negligence causes a false alarm or callout, any charge passed on must be lawful, reasonably attributable to that conduct and supported by evidence. There is no charge merely for reporting a genuine suspected emergency responsibly.

13 Security deposits and card payments

13.1: Any security deposit or card pre-authorisation amount, collection date and release arrangements will be disclosed before booking. A deposit is security, not an automatic charge or forfeiture.
13.2: We will request any authority needed to charge your card in accordance with applicable law and payment-provider rules. Such authority is limited to amounts properly due under the agreed booking and does not permit arbitrary charges.
13.3: Before taking an additional payment or deducting from a deposit, we will send an itemised explanation and available supporting evidence, and normally give you at least seven calendar days to respond. We will consider any dispute fairly and comply with applicable payment and consumer-protection requirements.
13.4: We will normally release a card hold or return a deposit within 14 days after departure. If a claim remains unresolved, we will explain it promptly, return the undisputed balance and retain only a reasonable amount for the identified claim where lawful. Your bank controls when a released hold becomes available again.
13.5: Nothing prevents you from exercising statutory payment rights or raising a legitimate chargeback or payment dispute. Please contact us promptly so we can investigate a disputed charge.

14 Damage and additional charges

14.1: You may be responsible for reasonable costs caused by your breach, negligence or deliberate acts, or those of your guests or invited visitors, to the extent permitted by law. These may include repair of damage beyond fair wear and tear, necessary extra cleaning, smoking remediation, replacement of lost keys, a guest-caused lockout, or necessary security attendance.
14.2: Any charge will reflect reasonable, evidenced costs and legally recoverable loss. We will account for the age and condition of damaged items and will not charge for improvements, ordinary wear, routine cleaning, losses caused by us or costs we could reasonably avoid.
14.3: Smoking remediation may include necessary cleaning, deodorising and repair. Any loss-of-use claim must relate to an actual, reasonably unavoidable loss caused by the incident. We will account for costs saved and any replacement income. We do not apply an automatic smoking penalty or percentage administration surcharge under these terms.
14.4: Any separately agreed fixed service fee must be disclosed before booking or before you request the service, expressed in the applicable currency and lawful. We will not charge twice for the same cost or loss.
14.5: We will supply an itemised invoice and reasonable supporting information. Payment is due within 14 days of the invoice unless otherwise agreed, subject to lawful deposit deductions or card payments under clause 13. A disputed amount will be investigated; undisputed sums remain payable.

15 Belongings and communications

15.1: Take reasonable care of your belongings and arrange insurance appropriate to your needs. Luggage storage is available only where expressly agreed. We remain responsible for loss or damage for which we are legally liable, including any failure to exercise required care over items accepted for storage.
15.2: Contact us promptly about belongings left behind. We will take reasonable steps to identify and notify the owner and normally hold items for 30 days. Perishable, dangerous or unlawful items may be dealt with sooner. Return postage or courier charges require your agreement. Unclaimed items will be dealt with in accordance with applicable law and any required notice procedure.
15.3: Internet access must be used lawfully and without compromising network security. We do not guarantee uninterrupted service or compatibility with every device, but this does not exclude our responsibility for failures for which we are legally liable.
15.4: Arrange secure receipt of mail and deliveries with us in advance. We do not provide a mail-forwarding service unless agreed. We will exercise legally required care over deliveries expressly accepted by us.

16 Ending a booking because of a breach

16.1: We may end a booking for a serious breach, including violence, serious nuisance, dangerous or unlawful activity, deliberate damage or a serious breach of occupancy or fire-safety rules. For a breach that can be remedied, we will normally explain the problem and give a reasonable opportunity to correct it. Immediate action may be necessary for serious safety risks or where required by law.
16.2: Any requirement to leave or recovery of possession remains subject to the applicable legal process. We will not automatically retain payment for every unused night. We will calculate any refund after deducting only lawful, proportionate amounts for accommodation supplied and recoverable loss, accounting for costs saved and reasonable mitigation.

17 Events outside our control

17.1: If events such as fire, flooding, government restrictions or a major utility failure prevent us from providing the accommodation, we will notify you as soon as reasonably possible, take reasonable steps to reduce the impact and explain available options.
17.2: If the accommodation cannot be supplied, we will offer a suitable alternative where available or refund the affected unused period. You may decline a materially different alternative. An event outside our control does not entitle us to retain payment for accommodation we cannot provide, subject to any mandatory legal rules governing the event.
17.3: Responsibility for other losses will be determined under applicable law and clause 18. Travel disruption affecting only your ability to arrive is addressed in clause 5.4.

18 Responsibility and legal rights

18.1: We will provide the accommodation and services with reasonable care and skill and as agreed. We are responsible for breaches of contract and other losses to the extent required by applicable law. For consumers, this includes reasonably foreseeable loss caused by our breach or failure to exercise reasonable care and skill, subject to applicable legal rules.
18.2: Nothing in these terms excludes or limits liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any liability or remedy that cannot lawfully be excluded or limited. Statutory consumer rights remain unaffected.
18.3: We do not impose a blanket cap equal to the booking price on consumer claims. Any separately negotiated business liability arrangement must be in writing and remains subject to applicable law.
18.4: You are responsible only for loss properly attributable to conduct for which you are legally responsible. These terms do not require you to indemnify us for our own negligence or breach, or to pay costs that are unreasonable, avoidable or legally irrecoverable.
18.5: Both parties must take reasonable steps to reduce avoidable loss. Nothing in these terms removes a right of deduction, withholding or set-off available under mandatory law.

19 Personal information

19.1: We use personal information to manage enquiries and bookings, verify identity where necessary, provide services, process payments, meet registration and legal obligations, prevent fraud and address complaints. Our privacy notice (https://my-urbanchic.com/privacy) identifies the relevant controller or controllers and explains purposes, lawful bases, recipients, retention, rights and complaint routes.
19.2: We comply with data-protection laws applicable to the relevant processing. These may include the UK GDPR and Data Protection Act 2018, as amended; UAE Federal Decree-Law No. 45 of 2021 and applicable implementing measures; and the ADGM Data Protection Regulations 2021 where their scope applies. The applicable regime is not determined solely by the property's country or the guest's nationality.
19.3: Information may be shared with service providers, booking platforms, property management teams and competent authorities where necessary and lawful. We will provide the legally required information about guest-registration reporting and identity-document handling.
19.4: Where information is accessed or transferred internationally, including between the UK and UAE, we will satisfy the transfer rules applicable to that processing and use required safeguards or another lawful transfer mechanism. Accepting these terms is not blanket consent to international transfers or marketing.
19.5: A person booking for others should provide those guests with our privacy notice and have lawful authority to supply their information. Ordinary guests are not treated as business data controllers merely by making a booking. Where corporate arrangements require a separate data-sharing or processing agreement, we will put the appropriate agreement in place.
19.6: Contact mail@my-urbanchic.com about personal information. You may also complain to the competent supervisory authority identified in the privacy notice, including the UK Information Commissioner where applicable, without first exhausting our complaints procedure.

20 Complaints

20.1: Please report problems promptly using the local contact details supplied for your stay or mail@my-urbanchic.com so we can investigate and try to put matters right.
20.2: If a problem remains unresolved, send your booking reference, a description and any supporting information. We ask that you do so within 14 days of departure where practicable, but this is not a deadline that removes your legal rights.
20.3: We will acknowledge the complaint promptly and explain our proposed response or investigation timescale. You may contact a competent tourism or consumer-protection authority or pursue available legal remedies. These terms do not require mandatory private arbitration.

21 General provisions

21.1: The contract consists of these terms, the agreed booking details and any special terms or material house rules supplied and accepted before booking. Booking-specific terms take priority for the expressly agreed subject, subject to mandatory law. We cannot remove binding pre-contract information by calling these documents the entire agreement.
21.2: The version accepted when you book applies to that booking. Website updates apply to future bookings. A material change to an existing booking requires your agreement unless required by law; we will explain its effect and any available remedies.
21.3: We may use contractors while remaining responsible for our contractual obligations. Any transfer of the contract must be lawful and must not reduce your contractual or statutory protection. We will notify you and obtain consent where required. You may request a transfer of your booking, subject to reasonable checks and our written agreement.
21.4: If a provision is unenforceable, the remaining provisions continue where legally possible. An invalid provision will not be rewritten to deprive a consumer of statutory protection. A delay in enforcing a right does not by itself waive it.
21.5: Unless the contract expressly provides otherwise, it is intended to be enforceable by its parties. This does not exclude any guest's independent statutory rights or any third-party right that cannot lawfully be excluded.

Applies to properties in England and Wales

22 Properties in England and Wales

22.1: For properties in England and Wales, the contract is governed by the law of England and Wales. A consumer retains any mandatory protection available under the law applicable to them that cannot lawfully be displaced by this choice.
22.2: The courts of England and Wales may hear disputes. Consumers may also use any other courts available to them under mandatory jurisdiction rules, including courts in their place of residence where applicable. For business customers, the courts of England and Wales have exclusive jurisdiction, subject to mandatory law.
22.3: Applicable UK VAT is included in the consumer total shown before booking. Where a business quotation displays a net price, VAT and the gross amount payable will also be made clear. Tax treatment will reflect the type and duration of the supply and applicable law.
22.4: Where a booking is for non-residential accommodation on specified dates, the usual statutory 14-day cancellation right for distance contracts does not generally apply. The agreed cancellation policy and other statutory remedies still apply.
22.5: No blanket statutory holiday-letting exclusion is asserted for every stay. Whether tenancy or possession protections apply depends on the facts and applicable law, as explained in clause 7.
22.6: Except for rights that cannot lawfully be excluded, a person who is not a party has no right under the Contracts (Rights of Third Parties) Act 1999 to enforce this contract. This does not affect rights available independently of that Act.

Applies to properties in Abu Dhabi

23 Properties in Abu Dhabi

23.1: Abu Dhabi bookings are provided by Urban Chic Ltd as identified in clause 1.2. The accommodation will be operated under the licences and permits applicable to the property and activity. Guests must comply with lawful registration, occupancy, building-access and safety requirements notified for their stay.
23.2: For a property outside the Abu Dhabi Global Market legal jurisdiction, the contract is governed by the applicable federal laws of the UAE and laws of the Emirate of Abu Dhabi. Where a property or transaction is subject to the ADGM legal regime, the applicable ADGM laws govern to that extent, together with UAE and Abu Dhabi laws that apply within that regime. Mandatory consumer protections remain unaffected.
23.3: Disputes may be brought before the competent courts having jurisdiction in Abu Dhabi, including the ADGM Courts where they have jurisdiction. This clause does not displace mandatory jurisdiction rules or a consumer's right to use another court where the law permits. Any property-specific clarification of the applicable regime will be supplied before booking.
23.4: Prices are normally quoted and payable in AED. Applicable UAE VAT and compulsory tourism or other government fees will be included in the consumer total where calculable and identified in the price breakdown and invoice. Only fees legally applicable to the actual property and booking will be charged; hotel charges do not automatically apply to holiday homes. Any legally variable charge will be explained as required by clause 4.
23.5: We will provide required consumer information, contractual documentation and invoices in Arabic, with English alongside it. Any issue between language versions will be resolved under applicable law; these terms do not make English prevail over mandatory Arabic-language requirements.
23.6: UK housing, council tax and television licensing provisions do not apply to an Abu Dhabi stay. The nature of occupation and any possession rights are governed by the legal regime applicable to the property. No clause purports to waive mandatory local rights.
23.7: Guests may raise accommodation or licensing concerns with the competent tourism regulator in Abu Dhabi, and consumer complaints with the relevant consumer-protection authority, without losing any right to a court remedy.

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