MediStay®

The MediStay® website and booking platform are operated by:

These Terms apply when a person:

• visits or uses the MediStay® website;
• creates a MediStay® account;
• searches for accommodation;
• submits a booking request;
• makes a booking;
• communicates with a Host;
• makes a payment through MediStay®; or
• raises a dispute through the MediStay® platform.

Customers must also read and accept the relevant Host's terms and conditions, cancellation and refund policy, house rules and property-specific requirements.

Accommodation means the hotel room, apartment, house, room or other temporary accommodation advertised by a Host through MediStay®.

Accommodation Charge means the accommodation price set by the Host for the Accommodation, including any VAT that the Host is required to include in that price.

Booking means a confirmed reservation made through MediStay®.

Booking Confirmation means the written confirmation issued through MediStay® or by the Host confirming that the Booking has been accepted.

Booking Subtotal means the Accommodation Charge plus any compulsory cleaning fee and any other compulsory charge imposed by the Host for the Booking, after applying any Host-funded discount. It excludes a refundable security deposit, an optional extra or service, a separately collected tax, an optional MediStay service and any amount refunded or credited so that the Host is no longer entitled to retain it. A discount or credit funded by MediStay does not reduce the Booking Subtotal or Host Payout unless MediStay expressly states otherwise.

Host Platform Fee means the fee payable by the Host to MediStay for a confirmed Booking. It is 10% of the Booking Subtotal, rounded to the nearest penny, and is deducted from the Host's booking proceeds. It is not added to the Accommodation Charge or to the amount payable by the Customer.

Host Payout means the amount payable to the Host after deduction of the Host Platform Fee and any refund, chargeback, tax collected for separate remittance or other deduction expressly permitted by the Host Terms.

Customer, you and your means the person making the Booking.

Guest means any person staying under the Booking.

Host means the independent accommodation owner, hotel, landlord, property manager, serviced accommodation provider or other business supplying the Accommodation.

Host Cancellation Policy means the cancellation and refund policy supplied by the Host for the relevant Accommodation.

Host Terms means the Host's own booking terms, house rules, deposit conditions and other property-specific requirements.

MediStay, MediStay®, we, us and our means MediStay Ltd.

MediStay® operates an online platform connecting Customers with independent Hosts.

Unless expressly stated otherwise:

1. MediStay does not own, manage or operate the Accommodation.
2. MediStay does not supply the Accommodation.
3. The Host is responsible for supplying the Accommodation.
4. The accommodation contract is between the Customer and the Host.
5. The Host is responsible for the condition, safety, legality, availability and provision of the Accommodation.
6. MediStay provides the booking platform, booking administration, payment facilitation, communications support and dispute mediation process.

MediStay may collect the Accommodation Charge on behalf of the Host. Collecting payment does not make MediStay the supplier of the Accommodation.

Nothing in these Terms excludes any legal responsibility that MediStay cannot lawfully exclude.

Each Host is responsible for:

• having the legal right to offer the Accommodation;
• maintaining accurate listing information;
• setting its own prices;
• maintaining accurate availability;
• supplying its own terms and conditions;
• supplying its own cancellation and refund policy;
• clearly identifying non-refundable rates;
• setting check-in and check-out arrangements;
• setting security deposit conditions;
• maintaining appropriate insurance;
• complying with fire, gas, electrical and general safety requirements;
• obtaining any necessary licences, consents or permissions;
• supplying the Accommodation as described;
• responding to each booking request by accepting or declining it within 48 hours after MediStay sends notification of the request;
• dealing with Accommodation-related complaints; and
• complying with applicable consumer, equality and data protection law.

If a Host does not respond within that 48-hour period, MediStay may suspend or remove the relevant Accommodation listing from the platform.

The appearance of a Host on MediStay® does not constitute a guarantee or endorsement of that Host.

A Booking may create two separate contractual relationships.

Contract with the Host

The contract with the Host covers:

• the Accommodation;
• the Accommodation Charge;
• check-in and check-out;
• house rules;
• security deposits;
• property damage;
• Host-provided services;
• Accommodation cancellations; and
• Accommodation refunds.

Contract with MediStay

The contract with MediStay covers:

• access to the MediStay® platform;
• booking administration;
• payment facilitation;
• platform communications;
• customer account services; and
• the MediStay dispute process.

You must be at least 18 years old and legally capable of entering into a contract.

By making a Booking, you confirm that:

• the information supplied is complete and accurate;
• you are authorised to make the Booking;
• you accept these MediStay Terms;
• you accept the Host Terms;
• you accept the Host Cancellation Policy;
• you will comply with the house rules;
• you have permission to provide information about other Guests; and
• you are responsible for the conduct of all Guests included in the Booking.

Before the Customer confirms the Booking or makes payment, MediStay will clearly and prominently display or provide the following information in a timely manner:

• the identity of the Host and the Accommodation description;
• the total price payable by the Customer, including the Accommodation Charge and every compulsory Host charge and tax that can reasonably be calculated at that stage;
• a breakdown of any compulsory cleaning fee or other compulsory Host charge included in that total;
• any optional extra, refundable security deposit or separately payable tax, together with how it is calculated where the amount cannot reasonably be calculated in advance;
• confirmation that MediStay does not charge the Customer a booking, service or platform fee;
• the Host Terms, Host Cancellation Policy, check-in and check-out information; and
• important property restrictions.

You are responsible for reviewing this information before confirming the Booking.

Submitting an enquiry, entering payment details or submitting a booking request does not automatically confirm a Booking.

Where Host acceptance is required, the Host must accept or decline the booking request within 48 hours after MediStay sends notification of the request. If the Host does not respond within that period, the booking request will automatically expire and no Booking will be formed.

A Booking is confirmed when:

• the Host accepts the Booking, where acceptance is required;
• the required payment or payment authorisation is completed; and
• a Booking Confirmation is issued.

Where a Booking request is rejected, expires, or cannot otherwise be confirmed:

• no accommodation contract will be formed;
• any amount collected from the Customer for the proposed Booking will be returned;
• no Host Platform Fee will be charged; and
• any temporary payment authorisation should be released.

You must check the Booking Confirmation promptly and report any mistake.

The Host sets the advertised Accommodation Charge. MediStay does not increase that charge to recover the Host Platform Fee.

The Customer's total price may include:

• the Accommodation Charge;
• any compulsory cleaning fee;
• any other compulsory Host charge;
• applicable taxes;
• any refundable security deposit; and
• any optional extra or service.

Every compulsory amount that can reasonably be calculated in advance will be included in the total price shown before the Customer confirms the Booking. Optional extras and refundable security deposits will be identified separately.

Customers currently pay no MediStay booking, service or platform fee.

The Host Platform Fee covers MediStay services that may include:

• access to the MediStay® platform;
• facilitating communication with the Host;
• administering the Booking;
• facilitating payment;
• issuing the Booking Confirmation;
• maintaining the Booking record;
• providing platform-related support; and
• providing access to the dispute process.

Hosts set their own Accommodation Charge and pay no monthly subscription or upfront listing fee.

Example: Accommodation Charge £500 plus a compulsory cleaning fee of £50 gives a Booking Subtotal of £550. The Customer pays £550. MediStay deducts a Host Platform Fee of £55 and the Host Payout is £495, before any separately collected tax, refundable security deposit or later permitted adjustment.

Unless MediStay and the Host expressly agree otherwise before the relevant Booking, MediStay bears its payment-provider processing costs within the Host Platform Fee and does not add a separate processing charge to the Customer or deduct one from the Host Payout.

The Host Platform Fee is calculated on the part of the Booking Subtotal that the Host is finally entitled to retain under the Host Terms, the Host Cancellation Policy, a confirmed amendment, a dispute outcome or applicable law.

If the Booking Subtotal is refunded in full, the Host Platform Fee will be reversed in full. If part of the Booking Subtotal is refunded, the Host Platform Fee will be reduced by 10% of the refunded part and the Host Payout will be adjusted accordingly.

If the Host is entitled to retain all or part of the Booking Subtotal following a Customer cancellation, no-show, late arrival, early departure or breach, the Host Platform Fee remains payable at 10% of the amount retained.

If a Booking is shortened, extended or otherwise amended, the Host Platform Fee will be recalculated at 10% of the revised Booking Subtotal. A change that does not alter the Booking Subtotal does not alter the Host Platform Fee.

A refund or credit funded solely by MediStay, without reducing the amount the Host is entitled to retain, does not reduce the Host Platform Fee unless MediStay states otherwise.

The Customer will receive a full refund of amounts paid for a Booking where:

• the Host rejects the Booking;
• the Booking is not successfully confirmed;
• the Host cancels or cannot provide the Accommodation;
• MediStay cancels without fault on the Customer's part;
• the Booking fails because of a MediStay payment or booking error;
• a duplicate or incorrect payment is collected;
• the Customer rejects replacement Accommodation following a Host cancellation; or
• a refund is required by law.

The Host Platform Fee is not charged to the Customer. Where all or part of the Booking Subtotal is refunded, the Host Platform Fee and Host Payout will be recalculated under section 11.

Where replacement Accommodation is accepted, the Host Platform Fee will be recalculated using the Booking Subtotal for the replacement Booking.

Each Host sets its own cancellation and refund policy. MediStay does not apply one universal cancellation policy to all Hosts.

A Host may offer:

• a flexible rate;
• a partially refundable rate;
• a non-refundable rate;
• a 100%, 50% and 0% refund structure; or
• another clearly explained cancellation structure.

The Host Cancellation Policy applicable to the Booking will be displayed before the Customer confirms payment. It determines what part of the Booking Subtotal, if any, the Host is entitled to retain following a Customer cancellation. The Host Platform Fee will then be calculated at 10% of that retained amount in accordance with section 11.

You must cancel using the process stated in the Booking Confirmation.

Your refund will be calculated under the Host Cancellation Policy accepted when the Booking was made.

The Customer pays no MediStay booking, service or platform fee. A Customer cancellation does not create any separate charge payable by the Customer to MediStay.

The Host Platform Fee remains payable at 10% of the part of the Booking Subtotal the Host is entitled to retain and is reversed in full or reduced pro rata for any amount the Host must refund.

Requests to change dates, Guests, Accommodation or other Booking details are subject to:

• Host approval;
• availability;
• the Host Terms;
• the Host Cancellation Policy;
• any change in the Booking Subtotal; and
• any Host amendment charge clearly disclosed before the original Booking was confirmed.

MediStay does not charge the Customer a separate amendment fee unless the Customer expressly purchases an optional MediStay service.

When an amendment is confirmed, the Host Platform Fee will be recalculated at 10% of the revised Booking Subtotal. An extension increases the fee in line with the additional Booking Subtotal; a shortening or partial refund reduces it in line with the reduction in the Booking Subtotal.

An amendment is not confirmed until written confirmation is issued. A substantial amendment may be treated as cancellation of the original Booking and creation of a new Booking, in which case the fee treatment for each Booking will be shown separately.

A medical appointment, admission, treatment or procedure being cancelled, postponed, brought forward, delayed, shortened or extended does not automatically cancel the Accommodation Booking.

The Host Cancellation Policy continues to apply.

MediStay may help request:

• alternative dates;
• a booking credit;
• a partial refund;
• a compassionate exception; or
• another reasonable solution.

The Host decides whether to agree unless the Host Terms or applicable law require a particular outcome.

A change to medical arrangements does not create or make non-refundable any Guest fee payable to MediStay. If the Customer cancels, the Host Cancellation Policy determines what part of the Booking Subtotal the Host may retain, and the Host Platform Fee is then calculated on that retained amount under section 11.

Where the Host cancels or cannot provide the Accommodation, the Host is responsible for refunding or authorising the refund of:

• the Accommodation Charge;
• Host charges for services not provided;
• unused Host extras; and
• any Host-held security deposit.

Where the Host cancels or cannot provide the Accommodation and the Booking does not proceed, the Customer will receive the refund required by the Host Terms and applicable law. If the Booking Subtotal is refunded in full, the Host Platform Fee will be reversed in full. If replacement Accommodation is accepted, the Host Platform Fee will be recalculated using the Booking Subtotal for the replacement Booking.

MediStay may assist in finding alternative Accommodation but cannot guarantee an identical property, location, price or facility.

The Host Terms and Host Cancellation Policy govern:

• failure to arrive;
• late arrival;
• early departure;
• unused nights; and
• failure to follow check-in instructions.

No refund is guaranteed unless provided by the Host Cancellation Policy or required by law. For a no-show, late arrival, early departure or unused night, the Host Platform Fee remains payable at 10% of any part of the Booking Subtotal the Host is entitled to retain and is reduced pro rata for any amount refunded.

Accommodation descriptions, photographs, facilities and availability are normally supplied by the Host.

Hosts must ensure that their listings are accurate and not misleading. MediStay may review or moderate listing information but cannot independently verify every statement.

Photographs may show a representative room, and distances may be approximate. You should confirm any requirement that is essential to your stay before booking.

You should identify essential accessibility requirements before booking. These may include:

• step-free access;
• wheelchair access;
• lift access;
• accessible bathrooms;
• ground-floor accommodation;
• assistance animals;
• accessible parking;
• accommodation for a carer;
• medication refrigeration; or
• storage of medical equipment.

A request is not guaranteed unless confirmed in writing by the Host.

MediStay is an accommodation booking platform. MediStay does not provide:

• medical advice;
• diagnosis;
• treatment;
• nursing care;
• personal care;
• clinical supervision;
• emergency monitoring;
• patient transport; or
• medical equipment.

You remain responsible for deciding whether the Accommodation is suitable. In an emergency, contact the appropriate emergency service.

A Host may require a refundable security deposit or payment card pre-authorisation. A genuinely refundable security deposit is not part of the Booking Subtotal and is not subject to the Host Platform Fee. Any non-refundable sum described as a deposit will be treated according to its true purpose and may form part of the Booking Subtotal if it is a compulsory Host charge for the Booking.

The Host is responsible for:

• administering the deposit;
• explaining the deposit terms;
• identifying deductions;
• providing reasonable evidence; and
• returning the remaining balance.

A security deposit dispute may be raised through the Raise a Dispute button within the relevant Booking.

Customers and Guests must:

• comply with the Host Terms;
• follow safety instructions;
• respect occupancy limits;
• avoid unreasonable noise;
• treat the Accommodation responsibly;
• report damage promptly; and
• leave by the agreed check-out time.

Customers and Guests must not:

• use the Accommodation unlawfully;
• hold unauthorised parties;
• smoke or vape where prohibited;
• tamper with safety equipment;
• bring unauthorised animals;
• sublet the Accommodation;
• harass another person;
• deliberately damage the property; or
• ask or agree to move a Booking initiated through MediStay, or an amendment or extension of that Booking, off the platform for the purpose of avoiding the Host Platform Fee or MediStay's payment and dispute safeguards.

The Host may terminate a stay following a serious or repeated breach.

Payment for a Booking may be collected by MediStay on behalf of the Host or by an authorised payment provider. Where MediStay collects payment, the Host remains the supplier of the Accommodation and remains responsible for the Accommodation, the Host's taxes and Accommodation refunds.

For each confirmed Booking, MediStay may deduct the Host Platform Fee from the Host's booking proceeds before paying the Host Payout. The Customer pays only the total price shown for the Booking and pays no MediStay booking, service or platform fee.

Unless MediStay and the Host expressly agree otherwise before the relevant Booking, MediStay will bear its payment-provider processing costs within the Host Platform Fee and will not add a separate payment-processing charge to the Customer or deduct one from the Host Payout. Any different arrangement must be clearly stated in the Host Terms and payout statement before it applies.

MediStay may reasonably delay or withhold a Host Payout while investigating fraud, a refund, a dispute or a chargeback. If a refund or chargeback becomes final, the Host Platform Fee will be recalculated on the part of the Booking Subtotal the Host remains entitled to retain. MediStay may recover any resulting overpayment from a current or future Host Payout only as permitted by the Host Terms.

The Host is responsible for issuing any invoice or receipt required for the Accommodation Charge and for any VAT or other tax charged by the Host.

MediStay will issue the Host with a commission invoice or payout statement showing the Booking Subtotal, Host Platform Fee, any VAT on that fee, refunds or chargebacks and the Host Payout.

If MediStay is VAT registered and VAT is chargeable on the Host Platform Fee, the 10% Host Platform Fee is inclusive of that VAT and MediStay will issue a VAT invoice or credit note where required. No VAT on the Host Platform Fee will be added to the Customer's price.

A Booking-related dispute must be raised by:

1. opening the relevant Booking; and
2. clicking the Raise a Dispute button.

The dispute will then be investigated under the MediStay® Booking Disputes and Mediation Policy.

MediStay® is a registered United Kingdom trade mark owned by MediStay Ltd.

Trade Mark Number: UK00004369433
Registered Classes: 35, 36, 42, 43 and 44

The MediStay® name, logos, branding, software, website content and platform design are owned by or licensed to MediStay Ltd. They must not be copied, reproduced or commercially used without written permission.

MediStay processes personal information under the MediStay® Privacy Notice.

Information necessary to administer a Booking may be shared with the relevant Host and authorised service providers. Hosts may also act as independent data controllers.

Nothing in these Terms excludes liability where doing so would be unlawful.

MediStay is responsible for foreseeable loss caused by its failure to use reasonable care and skill when providing its own platform services.

Unless MediStay is expressly identified as the Accommodation provider, MediStay is not responsible for the Host's independent provision of the Accommodation, including:

• the condition of the property;
• property maintenance;
• Host cancellation decisions;
• Host refund decisions;
• Host security deposit deductions; or
• the conduct of other Guests.

MediStay remains responsible for its own payment errors, misleading statements, data protection failures and other legal duties owed directly to the Customer.

MediStay may amend these Terms from time to time. The version accepted when a Booking was confirmed will normally continue to govern that Booking.

These Terms are governed by the law of England and Wales. Consumers retain any mandatory legal protections applying where they live.