Homeowner Terms & Conditions (UK)

Please read this document carefully. It forms the contractual basis between you and The Grand Key.

These Homeowner Terms and Conditions, together with the listing particulars signed by you (the “Listing Particulars”) and any applicable schedules or policies referenced herein (including, where applicable, the Damages Policy), constitute the agreement between you and The Grand Key (together, the “Agreement”).

For ease of understanding, a brief explanatory summary may appear alongside certain clauses. These summaries are provided for information only and do not form part of the Agreement. In the event of any inconsistency, the operative provisions of these Homeowner Terms and Conditions shall prevail.

1. CONTRACT AND STATUS

1.1 Parties

This Agreement is entered into between:

• You, the homeowner or duly authorised property controller (the “Homeowner”), and
• PUREPROP LTD, a company incorporated in England and Wales (Company No. 16138655), having its registered office at 128 City Road, London, United Kingdom, EC1V 2NX, trading as The Grand Key (referred to as “The Grand Key”, “we”, or “us”).

1.2 Platform and Role of The Grand Key

The Grand Key operates an online booking and marketing platform accessible at www.thegrandkey.com (the “Platform”), through which Properties may be listed and marketed to prospective guests (“Guests”).

The Platform facilitates the introduction of Homeowners and Guests and enables the formation of binding agreements directly between the Homeowner and the Guest for the occupation of a Property for a defined period (a “Booking”).

For the avoidance of doubt:

• The Grand Key acts as an intermediary only.
• The Grand Key does not own, lease, or operate any Property unless expressly agreed in writing.
• The contractual relationship for occupation of the Property exists directly between the Homeowner and the Guest.
• Clarified that all Management Agreements, Exclusive Marketing Agreements, Non-Exclusive Agreements, Guest Terms, and Policies are incorporated by reference.

1.3 Guest Occupation Agreement

Each Booking shall be governed by a standard form guest occupation agreement or licence to occupy provided or approved by The Grand Key (the “Accommodation Agreement”).

The Homeowner agrees that:

• the Accommodation Agreement may be updated by The Grand Key from time to time;
• the Accommodation Agreement may not be amended by the Homeowner or the Guest without prior written consent from The Grand Key; and
• the Homeowner shall fully comply with all obligations arising under each Accommodation Agreement entered into with a Guest.

1.4 Binding Nature of Bookings

A current version of the Accommodation Agreement is made available by The Grand Key upon request or via the Platform.

The Homeowner acknowledges and agrees that:

• all Bookings facilitated through The Grand Key shall be governed by the applicable Accommodation Agreement in force at the time of Booking; and
• each such Booking constitutes a binding agreement between the Homeowner and the Guest.

The Homeowner further confirms that they have the legal right to offer the Property for short-term or medium-term occupation and that doing so does not breach any law, mortgage condition, lease restriction, insurance requirement, or third-party agreement.

1.5 Order of Precedence  

1. These Homeowner Terms and Conditions form the base contractual framework governing the relationship between the Homeowner and The Grand Key.
2. The following documents are incorporated into, and shall be read together with, these Homeowner Terms and Conditions:
3. (a) any Full Management Agreement;
    (b) any Exclusive Marketing Agreement or Non-Exclusive Marketing Agreement;
    (c) the Guest Terms and Conditions;
    (d) the Damages Policy;
    (e) the Refund and Cancellation Policy; and
    (f) any operational policies published by The Grand Key from time to time.
4. In the event of any inconsistency or conflict between these documents, the order of precedence shall be:
5. (i) these Homeowner Terms and Conditions;
    (ii) the applicable Management or Marketing Agreement;
    (iii) the Damages Policy;
    (iv) the Guest Terms and Conditions; and
    (v) any other operational policy.
6. Unless expressly stated otherwise in writing, the higher-ranking document shall prevail.

1.6 Authority and Ownership

The Homeowner represents and warrants that they:

• are the legal owner of the Property or are duly authorised to grant occupation rights in respect of the Property;
• act as principal and not as agent (unless expressly agreed otherwise in writing); and
• are entitled to enter into this Agreement and the Accommodation Agreements in compliance with all applicable laws and regulations.

1.7 Scope and Duration of Agreement

These Homeowner Terms and Conditions apply:

• to all Properties listed by the Homeowner on the Platform;
• to all Bookings made through The Grand Key in respect of those Properties; and
• for the duration of this Agreement, until terminated in accordance with its terms.

Following termination, this Agreement shall continue to apply insofar as necessary to give effect to:

• any existing or pending Bookings; and
• any outstanding financial, operational, or legal obligations.

1.8 Third-Party Platforms

Where a Property is also listed on third-party booking platforms, the Homeowner acknowledges that:

• additional terms and conditions imposed by such third-party platforms may apply to bookings originating through those platforms;
• The Grand Key shall provide copies of any relevant third-party platform terms upon reasonable request; and
• the Homeowner must notify The Grand Key in writing if they do not wish the Property to be listed or booked via third-party platforms.

Failure to provide such notification shall be deemed consent to third-party distribution, subject to the Homeowner’s selected service level with The Grand Key.

2. APPOINTMENT OF THE GRAND KEY

2.0 Appointment

Through the Platform, The Grand Key shall market and list the Property for the purpose of identifying and securing Guests wishing to occupy the Property for short or medium-term stays.

Unless otherwise expressly agreed in writing, the Homeowner shall not appoint any other third party, agent, or platform to market, list, or accept bookings for the Property during the listing period. The Homeowner shall notify The Grand Key immediately if any third party is instructed to market or list the Property for any purpose whatsoever.

2.1 Exclusive Appointment

Subject to any express written agreement to the contrary, the Homeowner appoints The Grand Key on a sole and exclusive basis to:

• market the Property for occupation; and
• accept and manage bookings for licences to occupy the Property via the Platform.

During the listing period, the Homeowner shall not market, list, or permit any other party or platform to accept bookings for the Property.

2.2 Disclosure of Other Marketing Activity

The Homeowner must notify The Grand Key immediately if:

• the Property is listed or marketed for sale;
• the Property is listed or marketed for short-term or long-term occupation; or
• any third party is instructed to market, advertise, or otherwise promote the Property.

2.3 Authority to Contract with Guests

The Homeowner authorises The Grand Key to obtain, on the Homeowner’s behalf, the Guest’s acceptance of the applicable Accommodation Agreement governing the occupation of the Property.

Such authority applies strictly within the periods of availability confirmed by the Homeowner through the Platform’s availability calendar and any additional availability agreed in writing from time to time.

3. OUR SERVICES

3.0 Listing Costs

Certain costs may arise in connection with listing the Property on the Platform. The Grand Key shall notify the Homeowner of such costs as they arise and shall obtain prior approval before incurring any expenditure chargeable to the Homeowner.

3.1 Marketing and Preparation Costs

The Homeowner acknowledges that costs may be incurred in connection with listing the Property, including but not limited to:

• professional photography;
• inspection costs;
• third-party service provider costs; and
• remedial or preparatory works carried out at the Homeowner’s request.

All such costs must be approved in advance and shall be payable on demand. An itemised statement shall be provided on an ongoing basis.

3.2 Property Access and Maintenance Authority

The Homeowner authorises The Grand Key to access and oversee the Property:

• during Guest stays; and
• if requested by the Homeowner, while the Property remains listed.

Where necessary, The Grand Key may engage tradespeople (including plumbers, electricians, and other contractors) on the Homeowner’s behalf. The Homeowner acknowledges that such contractors act independently and that The Grand Key bears no liability for their acts or omissions.

3.3 House Rules and Instructions

Prior to marketing, The Grand Key shall consult with the Homeowner to agree:

• house rules applicable to the Property; and
• any special instructions (including secured areas, restricted access, or storage limitations).

It is the Homeowner’s responsibility to notify The Grand Key promptly of any changes. While reasonable steps will be taken to communicate such rules to Guests and contractors, liability for Guest breaches shall be governed exclusively by the Accommodation Agreement.

3.4 Legal and Regulatory Compliance

The Homeowner remains solely responsible for ensuring that the Property:

• is clean, safe, and fit for occupation; and
• complies with all applicable laws, regulations, planning restrictions, lease terms, building rules, and health and safety requirements.

Acceptance of a listing by The Grand Key does not constitute confirmation of compliance.

3.5 Property Condition and Recommendations

The Grand Key may from time to time make recommendations regarding the safety or condition of the Property. Upon request, The Grand Key may assist in arranging inspections or remedial works at the Homeowner’s cost.

If the Property is not clean or ready for occupation prior to a booking, additional cleaning or preparation may be arranged and charged to the Homeowner.

A minimum of five (5) full sets of keys must be provided during the listing period.

3.6 Damages and Repairs

Where third parties are engaged pursuant to the Damages Policy, The Grand Key is authorised to settle such costs on the Homeowner’s behalf and recover the amounts together with a reasonable administration fee.

Outstanding amounts may be deducted from licence fees collected or must be settled immediately upon termination.

3.7 Keys

The Homeowner must supply a minimum of five (5) sets of keys at commencement of marketing. All key-cutting costs are the responsibility of the Homeowner.

3.8 Right of Entry

The Homeowner authorises The Grand Key to enter the Property for all purposes connected with bookings. Where the Homeowner is resident, reasonable notice shall be provided.

3.9 Property Marketing and Availability

The Property may be marketed on the Platform and, at The Grand Key’s discretion, via selected third-party channels. There is no obligation to market or accept bookings.

The Homeowner shall manage availability via the online calendar. Once availability is confirmed and a booking accepted, the Homeowner is legally obliged to honour the booking.

3.10 Guest Support Services

During Guest stays, The Grand Key may directly or indirectly provide guest-facing services to support and enhance the stay experience.

4. BOOKING PROCEDURE AND AVAILABILITY

4.0 Availability Settings

Where the Property is set as “available on request,” The Grand Key shall confirm availability prior to accepting a booking. Once accepted, the Homeowner is obligated to fulfil the booking.

4.1 Availability Management

The Homeowner authorises The Grand Key to manage bookings and collect licence fees. Availability must be accurately maintained by the Homeowner at all times.

4.2 Calendar Responsibility

Although availability may be updated by The Grand Key upon written request, maintaining accurate availability remains the Homeowner’s sole responsibility.

4.3 Available on Request

Where availability is “on request,” the Homeowner shall be given a fixed response window, typically twenty-four (24) hours. Failure to respond within the allotted time may result in the booking being declined.

4.4 Accepted Availability

Once availability is confirmed and a booking accepted, the Homeowner is deemed to have accepted the booking and must honour it.

4.5 Blocking Dates

Dates must be blocked prior to booking confirmation. Once booked, dates cannot be withdrawn.

5. GUEST BOOKING CANCELLATION POLICY

5.1 Cancellation Terms

Cancellation terms applicable to each booking are referenced in the Guest’s booking confirmation and on the Platform.

Where a Guest cancels or fails to arrive, the Homeowner shall receive the applicable portion of licence fees retained, provided the cancellation does not arise from the Homeowner’s fault.

5.2 Date Variations

Any variation of dates constitutes a cancellation unless mutually agreed otherwise.

5.3 Alternative Rates

Flexible or alternative rate structures may be offered from time to time with prior Homeowner consent.

5.4 Property Unavailability

If the Property becomes unavailable and no suitable alternative is accepted, the Guest may cancel and receive a proportional refund.

5.5 Exceptional Circumstances

In force majeure or exceptional circumstances, The Grand Key reserves the right to amend cancellation terms. The Homeowner agrees to such amendments and will be notified accordingly.

6. CANCELLATION OR REFUSAL OF A BOOKING BY THE HOMEOWNER

6.0 Homeowner-Initiated Cancellation

Where the Homeowner cancels or refuses to honour a confirmed booking, the Homeowner shall be fully liable for all costs, losses, and expenses arising from such cancellation, including (without limitation) the costs of relocating the Guest to alternative accommodation.

6.1 Confirmed Bookings

Once a Booking Confirmation has been issued, the Homeowner shall not be entitled to cancel the booking.

If the Homeowner seeks to cancel or terminate a confirmed booking, the Homeowner shall:

• be liable for the applicable Cancellation Fee; and
• bear any incremental costs incurred in securing alternative accommodation for the Guest, to the extent such costs exceed the original booking value.

In exceptional circumstances, The Grand Key may, without obligation, assist the Homeowner in arranging alternative accommodation. Any surplus cost shall remain the Homeowner’s sole responsibility.

The Homeowner expressly authorises The Grand Key to:

• deduct any such costs from future Licence Fees payable to the Homeowner; or
• require immediate payment in full where no future bookings exist.

Current guidance on homeowner cancellation charges shall be maintained and published by The Grand Key and shall form part of these Terms as updated from time to time.

6.2 Guest-Initiated Cancellations

Where a Guest cancels a booking prior to arrival, the Property must remain available for rebooking during the cancelled dates.

6.3 Availability Following Guest Cancellation

If, following a Guest cancellation, the Homeowner removes the corresponding dates from the availability calendar, The Grand Key shall be entitled to withhold any Licence Fees retained from the cancelled booking in full.

Where the Homeowner keeps the dates available and no replacement booking is secured, the Homeowner shall receive the same proportion of funds retained from the Guest as would have applied had the booking proceeded, provided the cancellation did not arise from the Homeowner’s negligent or wilful act or omission.

Where a replacement booking is secured, the Homeowner shall receive their applicable share of the Licence Fees generated by the replacement booking.

7. FEES AND PAYMENTS

7.0 Licence Fees

The Homeowner shall receive a Licence Fee, calculated on a per-night basis. The Grand Key shall advise on achievable pricing and manage invoicing, collection, and reporting.

Reporting shall occur in the month following the conclusion of a booking.

7.1 Pricing Authority

The Homeowner authorises The Grand Key to determine achievable Licence Fees based on factors including:

• location;
• condition and quality of the Property;
• seasonality;
• demand; and
• length of stay.

7.2 Collection Authority

The Homeowner authorises The Grand Key to:

• invoice Guests;
• collect Licence Fees on the Homeowner’s behalf; and
• collect or remit payments directly or via third-party payment providers.

7.3 Accounting and Settlement

The Grand Key shall account to the Homeowner on a monthly basis for Licence Fees payable, less:

• agreed commission;
• applicable taxes or government charges; and
• any outstanding costs or disbursements incurred on the Homeowner’s behalf.

Settlement shall occur no later than the 15th day of the month following the end of the booking.

7.4 Commission

The applicable commission rate and revenue share shall be set out in the Listing Particulars, Booking Confirmation, or otherwise agreed in writing. Commission shall be deducted from the Licence Fee prior to settlement.

7.5 Deductions and Set-Off

Licence Fees are subject to deduction for:

• maintenance and repair costs;
• exceptional cleaning fees;
• compliance costs; and
• any other sums owed by the Homeowner to The Grand Key.

The Homeowner authorises The Grand Key to deduct such amounts without further consent.

7.6 Overpayments

Where an overpayment occurs, the Homeowner shall reimburse The Grand Key immediately upon request. Any unpaid overpayment may be deducted from future Licence Fees. Credit control procedures shall commence after fourteen (14) days.

7.7 Regulatory Disclosure

Unless expressly stated otherwise in writing, the Homeowner represents that the Property has not been registered with any regulatory authority governing short-term occupation.

Where registration or disclosure is required by law, The Grand Key shall notify the Homeowner and any associated fees shall be set out in the Listing Particulars.

7.8 Discounts, Refunds and Complaints

The Homeowner authorises The Grand Key to:

• negotiate discounts, complimentary nights, or rebates; and
• manage Guest complaints, including issuing refunds where appropriate.

Any refund issued shall proportionally reduce both the Licence Fee and The Grand Key’s commission, except where the refund arises from the Homeowner’s negligent or wilful act or omission.

7.9 Special Pricing Arrangements

The Grand Key may propose alternative pricing or fee arrangements for specific periods. If no objection is received within seven (7) days, such arrangements shall be deemed accepted.

7.10 VAT

Licence Fees are deemed inclusive of VAT unless otherwise stated. The Homeowner must notify The Grand Key immediately if VAT registration applies or becomes applicable.

8. HOMEOWNER OBLIGATIONS

8.1 Regulatory Responsibility

The Homeowner is solely responsible for compliance with all applicable laws, regulations, and safety requirements. The Grand Key does not provide regulatory or safety advice.

8.2 Property Safety

The Homeowner warrants that the Property is safe, fit for habitation, and compliant with all applicable regulations, including but not limited to fire safety, gas safety, electrical safety, and building standards.

8.3 Insurance

The Homeowner must maintain appropriate insurance at all times. The Grand Key’s insurance does not cover fines, penalties, or regulatory breaches attributable to the Homeowner.

8.4 Guest Liability

The Homeowner may be liable to Guests for losses arising from regulatory breaches, misrepresentations, or unsafe conditions. All non-obvious risks must be disclosed.

8.5 Contractor Costs

Contractor costs may be charged in advance or deducted from Licence Fees at The Grand Key’s discretion.

8.6 Authority to License

The Homeowner warrants legal authority to license the Property for occupation and confirms compliance with leasehold, mortgage, or title restrictions.

8.7 Surveillance Disclosure

All surveillance devices must be disclosed. Interior recording devices must be disabled prior to any booking. Failure to comply shall result in liability for privacy breaches.

8.8 Taxes

The Homeowner is solely responsible for all taxes arising from Licence Fees and for determining whether the Property’s use constitutes commercial activity.

8.9 Access During Bookings

The Homeowner shall not access the Property during a booking without consent. Viewings during stays require Guest approval and may result in fee reductions.

8.10 Utilities

The Homeowner shall provide and pay for all utilities reasonably required during a booking.

9. TERMINATION

9.1 Termination by Either Party

Either party may terminate this Agreement at any time. All confirmed bookings must be honoured.

9.2 Outstanding Sums

All outstanding sums become immediately payable upon termination.

9.3 Immediate Termination by The Grand Key

The Grand Key may terminate immediately where the Homeowner:

• materially breaches this Agreement;
• damages The Grand Key’s reputation;
• refuses to honour confirmed bookings;
• fails to cooperate; or
• maintains the Property below acceptable standards.

10. OUR LIABILITY TO YOU

(Primary Insurance, Secondary Assistance, and Liability Cap)

10.1 Primary Insurance Obligation of the Homeowner

The Homeowner acknowledges and agrees that they remain solely and primarily responsible for maintaining adequate insurance coverage in respect of the Property, its contents, and all risks arising from short-term or serviced occupancy.

Any loss, damage, theft, or destruction occurring during a Booking shall, in all circumstances, be first claimed under the Homeowner’s own insurance policies, together with any applicable Guest security deposit.

Nothing in this Agreement shall be construed as The Grand Key acting as a primary insurer or assuming the Homeowner’s insurance obligations.

10.2 Exclusion of Primary Liability

The Grand Key shall not be liable to the Homeowner for any claim, loss, or damage unless:

i. the Homeowner has first made a bona fide claim against their own insurer;
 ii. such insurer has formally declined coverage or partially indemnified the loss; and
 iii. written evidence of such declination or shortfall has been provided to The Grand Key.

Failure to satisfy all of the above conditions shall automatically bar any claim against The Grand Key.

10.3 Secondary and Excess Position of The Grand Key

Any insurance maintained by or for the benefit of The Grand Key:

• operates strictly on a secondary, excess, and non-contributory basis;
• applies only after exhaustion of the Guest security deposit and the Homeowner’s insurance;
• is subject at all times to insurer approval, exclusions, limitations, deductibles, and policy terms; and
• does not create any entitlement or expectation of payment.

The Grand Key makes no representation or warranty that its insurance will respond to any particular loss.

10.4 Insurance Priority and Damage Allocation

The Homeowner acknowledges and agrees that:

(a) the Homeowner’s own buildings, contents, and public-liability insurance shall be primary with respect to any loss, damage, or claim relating to the Property or its contents;

(b) any insurance maintained by The Grand Key is secondary, discretionary, and non-primary, and shall only respond after exhaustion of the Homeowner’s own insurance;

(c) The Grand Key shall only accept liability for damage to the extent expressly set out in, and subject always to, the Damages Policy; and

(d) all damage-related claims shall be governed exclusively by the Damages Policy, which is incorporated by reference into these Terms.

10.5 Excluded Losses

The Grand Key shall not be liable for:

• business interruption or loss of income;
• indirect or consequential losses, including reputational loss;
• depreciation or diminution in value;
• uninsured or underinsured losses attributable to the Homeowner’s policy structure;
• insurance deductibles or excesses.

10.6 Non-Excludable Liability

Nothing in this Agreement limits or excludes liability for death or personal injury caused directly by the negligence of The Grand Key.

10.7 Acknowledgement of Reasonableness

The Homeowner acknowledges that the limitations and caps set out in this clause are reasonable, proportionate, and reflect the commercial role of The Grand Key as an intermediary platform rather than a property owner or insurer.

11. HOMEOWNER LIABILITY AND INDEMNITY

11.1 Primary Risk Bearer

The Homeowner shall remain the primary risk bearer for:

• the condition, safety, and compliance of the Property;
• any loss or damage occurring during a Booking; and
• any claim arising from Guest use or occupation.

11.2 Indemnity

The Homeowner shall indemnify and hold harmless The Grand Key against all claims, losses, damages, costs, and expenses (including reasonable legal fees) arising from:

• any breach by the Homeowner of this Agreement or the Accommodation Agreement;
• misrepresentation or non-disclosure relating to the Property;
• failure to maintain adequate insurance; or
• any loss not recoverable under insurance or security deposits.

12. PROPERTY DAMAGE AND CLAIMS PROCESS

12.1 Mandatory Order of Recovery

All claims must follow the strict recovery hierarchy below:

1. Guest security deposit or card pre-authorisation
2. Guest personal liability insurance (if applicable)
3. Homeowner’s insurance policies
4. The Grand Key’s insurance (secondary only, discretionary, capped at USD $5,000)

Deviation from this order invalidates the claim.

12.2 Reporting Requirements

All damage must be reported:

• within 5 days of discovery; and
• no later than 45 days from the date of occurrence.

Late notification extinguishes any potential recovery.

12.3 Ordinary Wear and Tear

Ordinary wear and tear is expressly excluded and shall include, without limitation, cosmetic deterioration, minor scuffing, fading, or staining arising from normal residential use.

12.4 Discretionary Assistance Only

Any payment by The Grand Key:

• is discretionary and ex-gratia in nature;
• does not establish precedent;
• shall never exceed the USD $5,000 per-Booking cap; and
• may be offset against any sums owed by the Homeowner to The Grand Key.

12.5 Excluded Categories

The Grand Key shall not reimburse loss or damage to:

• cash or cash equivalents;
• jewellery, watches, collectibles;
• vehicles of any kind;
• artworks above policy sub-limits;
• business or event-related losses.

12.6 Commercial Use Exclusion

No coverage or liability shall arise in respect of:

• commercial events;
• filming or productions;
• unauthorised gatherings; or
• any non-residential use of the Property.

12.7 No Proprietary Interest

Nothing in this Agreement creates any ownership, tenancy, or proprietary interest in favour of The Grand Key.

13. PETS AND PLANTS

13.1 Plants, Gardens and Exterior Areas

The Grand Key does not feed, water, prune, maintain, or otherwise care for any houseplants, trees, gardens, lawns, or exterior areas at the Property.

The Homeowner remains solely responsible for the maintenance, irrigation, and condition of all plants, trees, and exterior areas, and for ensuring that the Property is kept free from pet dander, allergens, or other environmental conditions that may affect Guests.

The Grand Key shall not be liable for the death, deterioration, or damage of any plant, tree, or landscaped area.

13.2 Pets and Animals

The Grand Key does not feed, water, clean, supervise, or care for any animals or pets located at the Property, including but not limited to fish or exotic animals.

The Homeowner is solely responsible for the care, welfare, and removal of any animals at the Property.

13.3 Guest Pets

Where the Homeowner authorises a Booking involving a Guest with a pet:

• The Homeowner acknowledges that any damage, cleaning, or loss caused by the pet remains the responsibility of the Guest and/or the Homeowner.
• The Grand Key shall not be liable for pet-related damage.
• Where applicable, The Grand Key may deduct authorised amounts from the Guest’s security deposit.
• Any additional cleaning or deep cleaning required as a result of pets shall be chargeable in accordance with the agreed pricing structure and, unless otherwise agreed, allocated to the party responsible for the damage.

14. EVENTS AND SPECIAL USE

14.1 Special Events

From time to time, the Property may be requested for special or commercial uses, including but not limited to corporate functions, private events, filming, photography, or production activities (“Special Events”).

14.2 Homeowner Consent

The Property shall only be made available for Special Events with the Homeowner’s prior written consent for each individual event.

The Homeowner remains solely responsible for notifying neighbours, building management, freeholders, or local authorities where required.

14.3 Event Terms and Insurance

Special Events shall be governed by a separate Special Event Booking Agreement, provided upon request.

Any insurance maintained by The Grand Key does not apply to Special Events.

The Homeowner expressly acknowledges that:

• Special Events carry materially increased risk; and
• the Homeowner must maintain appropriate event-specific insurance coverage.

14.4 Liability Allocation

The Grand Key shall not be liable for any damage, loss, or liability arising from a Special Event.

Any such liability shall lie solely with the Event Guest and/or the Homeowner, to the extent permitted by law.

14.5 Event Safeguards

The Grand Key shall use reasonable efforts to ensure that Special Event Guests:

• enter into an event-specific agreement;
• agree to noise, nuisance, and conduct restrictions; and
• provide appropriate event insurance where required.

14.6 Regulatory Compliance

The Homeowner remains solely responsible for confirming that the Property may lawfully be used for Special Events.

The Grand Key does not verify zoning, planning, leasehold, freehold, or regulatory permissions relating to Special Events.

14.7 No Residual Liability

Where loss or damage arises from a Special Event and cannot be recovered from the Event Guest, The Grand Key shall bear no liability whatsoever, whether under contract, tort, negligence, or otherwise.

14.8 Deposits for Events

Where applicable, The Grand Key may obtain a deposit or card pre-authorisation from the Event Guest.

Recovery shall be limited to the amount secured, with no further obligation on The Grand Key.

14.9 Express Exclusion

Clause 10 (Our Liability to You) does not apply to Special Event bookings.

15. MARKETING OF THE PROPERTY

15.1 Promotional Use

The Homeowner grants The Grand Key the right to use the Property for up to one (1) night per calendar year for marketing, press, photography, sales, or promotional purposes, subject to reasonable notice and scheduling during off-peak periods.

15.2 Image Rights

The Homeowner grants The Grand Key a perpetual, royalty-free licence to use all photographs, video, and media content captured for marketing, promotional, and commercial purposes.

15.3 Insurance for Promotional Use

The Grand Key shall maintain appropriate insurance for its own promotional use of the Property and shall provide evidence upon reasonable request.

16. GENERAL PROVISIONS

16.1 Authority

The Homeowner warrants that they have full authority to enter into this Agreement and to licence the Property for short-term occupancy.

16.2 Incorporated Policies

This Agreement incorporates by reference The Grand Key’s:

• Website Terms of Use
• Privacy Policy

16.3 Set-Off

The Homeowner may not withhold or set-off any sums owed to The Grand Key. The Grand Key may exercise rights of set-off where sums are owed by the Homeowner.

16.4 Subcontracting

The Grand Key may perform its obligations through employees, affiliates, or independent contractors at its discretion.

16.5 Assignment

This Agreement is personal to the Homeowner and may not be assigned without The Grand Key’s prior written consent.

16.6 Force Majeure

Neither party shall be liable for failure or delay caused by events beyond reasonable control, including acts of God, natural disasters, pandemics, infrastructure failures, war, or governmental action.

16.7 Data Protection

The Grand Key complies with all applicable data protection laws, including the UK GDPR and Data Protection Act 2018.

16.8 Entire Agreement

This Agreement constitutes the entire agreement between the parties and supersedes all prior discussions or representations.

16.9 Verification

The Homeowner consents to identity, compliance, sanctions, anti-money laundering, and verification checks as may be required by applicable law, regulation, or by The Grand Key’s internal compliance policies from time to time. The Homeowner agrees to promptly provide any information or documentation reasonably requested for such purposes.

16.10 Entire Agreement and Incorporated Documents

This Agreement, together with the Listing Particulars, the applicable Homeowner Terms and Conditions (UK or United States, as applicable), the Guest Terms and Conditions, the Damages Policy, the Privacy Policy, the Website Terms of Use, and any other policies, schedules, addenda, or agreements expressly incorporated by reference (as amended from time to time), constitutes the entire agreement between the parties and supersedes all prior agreements, representations, or understandings, whether written or oral, relating to its subject matter.

The order of precedence:

1. This Agreement
2. The Listing Particulars
3. The applicable Homeowner Terms and Conditions
4. The Damages Policy
5. Guest-facing terms and policies
6. Any other incorporated policies

16.11 Governing Law

This Agreement shall be governed by the laws of England and Wales, with exclusive jurisdiction of the English courts.

16.12 Amendments

The Grand Key may update these Terms from time to time. Continued use of the Services constitutes acceptance of updated terms.

16.13 Notices

Notices may be served electronically or in writing in accordance with instructions provided by The Grand Key.

 

DAMAGES POLICY

This Damages Policy is incorporated by reference into the Homeowner Terms and Conditions, Guest Terms and Conditions, and any Management or Marketing Agreement entered into with The Grand Key. This Damages Policy shall govern all matters relating to damage, loss, and liability allocation.

1. DEFINITIONS

For the purposes of this Damages Policy, the following terms shall have the meanings set out below.

“Booking”
 Means a licence to occupy a Property by a Guest for an agreed period arranged by The Grand Key.

“Excluded Items”
 Means loss of or damage to items not covered under this Policy, including but not limited to: jewellery, watches, cash or cash equivalents, securities, car keys, vehicles of any nature, business or commercial losses, and sentimental value.

“Glassware”
 Means drinking glasses, vases, decorative glass items, or similar objects located at the Property.

“Guest”
 Means an individual authorised to occupy a Property pursuant to a Booking arranged by The Grand Key.

“Guest Damage”
 Means physical damage to the Property or its contents directly caused by a Guest or a Guest Member during a Booking, excluding:

• Home Breakdowns;
• Wear and Tear;
• damage to or loss of Excluded Items. 

“Home Breakdown”
 Means a failure or malfunction affecting the core functionality of the Property arising from ordinary use or inherent condition, including but not limited to failure of appliances, heating, plumbing, electrical systems, internet, HVAC, leaks, flooding, or fixtures becoming unusable.

“Home Standards”
 Means the minimum quality and safety standards adopted by The Grand Key from time to time.

“Homeowner”
 Means the legal owner of the Property or a person duly authorised to act on behalf of the owner.

“Insurance Policy”
 Means any insurance policy maintained by The Grand Key at its discretion. Such policy is secondary and non-primary.

“Kitchenware”
 Means crockery, cutlery, cookware, and utensils provided at the Property.

“Property”
 Means a residential property listed with The Grand Key.

“Quotation Estimate”
 Means the repair cost estimate obtained pursuant to Clause 2.6.

“Stay”
 Means the duration of a Booking, including reasonable preparation and inspection periods.

“Wear and Tear”
 Means immaterial deterioration arising from normal residential use, including minor scuffs, gradual fading, minor marks, or light bulb failure.

2. DAMAGE RESPONSIBILITY AND RECOVERY HIERARCHY

2.1 Primary Source of Recovery – Guest Damage Deposit

All Guest Damage shall first be recovered from the Guest’s damage deposit or card pre-authorisation.

The Homeowner acknowledges and agrees that the Guest damage deposit is the primary and first source of recovery for Guest Damage.

2.2 Secondary Source of Recovery – Homeowner Insurance

Where Guest Damage exceeds the amount recoverable from the Guest’s damage deposit, the Homeowner’s own insurance shall apply as the primary insurer.

The Homeowner confirms that they maintain appropriate insurance coverage for short-term occupancy and accepts that such insurance must respond before any contribution by The Grand Key is considered.

2.3 Tertiary and Discretionary Contribution – The Grand Key

Only in exceptional circumstances, and entirely at The Grand Key’s discretion, The Grand Key may elect to contribute toward Guest Damage up to a maximum of USD $5,000 per Booking, subject to:

• exhaustion of the Guest damage deposit;
• confirmation that the Homeowner’s insurance has been applied or is unavailable;
• compliance with this Policy in full; and
• availability of coverage under The Grand Key’s insurance, if any. 

This contribution is not guaranteed, does not create precedent, and does not constitute insurance.

2.4 Absolute Cap

Under no circumstances shall The Grand Key’s total liability or contribution for damage arising from a single Booking exceed USD $5,000, whether arising in contract, tort, negligence, equity, or otherwise.

3. REPORTING DAMAGE

3.1 Initial Identification

Where Guest Damage is identified during or immediately following a Stay, The Grand Key shall use reasonable efforts to notify the Homeowner before the Homeowner re-enters the Property.

3.2 Mandatory Reporting Deadlines

The Homeowner must report Guest Damage:

• within 5 days of returning to the Property; and
• no later than 45 days after the end of the Stay. 

Failure to comply strictly with these deadlines extinguishes any right of recovery under this Policy.

4. QUOTATIONS AND REPAIRS

4.1 Quotations

The Grand Key may obtain quotations from approved contractors. For repairs estimated below USD $1,000, The Grand Key may proceed without multiple quotations.

4.2 Authorisation

The Homeowner must approve repair works within five (5) days of receiving a Quotation Estimate. Failure to approve without reasonable grounds releases The Grand Key from any responsibility.

4.3 Approved Contractors

Only contractors approved or nominated by The Grand Key or its insurers may be used. Use of alternative contractors voids eligibility under this Policy.

5. ITEMS NOT COVERED

5.1 Glassware and Kitchenware

Damage to Glassware or Kitchenware is excluded except at The Grand Key’s discretion, and any reimbursement shall not exceed USD $25 per item.

5.2 Excluded Items

The Grand Key shall not reimburse loss of or damage to Excluded Items under any circumstances.

Art, sculptures, or high-value items may only be considered if expressly approved in writing in advance and shall be capped at USD $10,000 in aggregate, subject to proof of ownership and value.

6. HOME BREAKDOWNS

6.1 Homeowner Responsibility

Home Breakdowns are the sole responsibility of the Homeowner and are not Guest Damage.

6.2 Emergency Intervention

Where a Home Breakdown poses a risk to Guests, property, or an imminent Stay, and the Homeowner cannot be reached within 24 hours, The Grand Key may intervene to mitigate damage.

All costs incurred remain payable by the Homeowner.

7. NO INSURANCE REPRESENTATION

Nothing in this Policy shall be construed as The Grand Key acting as an insurer, guarantor, or primary risk bearer.

The Homeowner acknowledges that:

• their own insurance is primary;
• The Grand Key’s contribution is discretionary and capped; and
• The Guest remains legally responsible for damage they cause.

8. NO OWNERSHIP INTEREST

Nothing in this Policy grants The Grand Key any ownership, possessory, or proprietary interest in the Property or its contents.

9. POLICY PRECEDENCE

This Damages Policy shall be read consistently with, and subordinate to, the Homeowner Agreement and Guest Terms and Conditions. In the event of inconsistency, the Homeowner Agreement shall prevail.

4. WEAR AND TEAR

4.1 The Homeowner acknowledges and agrees that Wear and Tear is an inherent consequence of residential occupation and shall remain the sole responsibility of the Homeowner. All costs associated with the maintenance, repair, or rectification of Wear and Tear shall be borne exclusively by the Homeowner.

4.2 The Grand Key is not obligated to report individual instances of Wear and Tear to the Homeowner. Routine or minor Wear and Tear shall not give rise to any claim, reimbursement, or intervention by The Grand Key.

4.3 Where, in The Grand Key’s reasonable determination, the cumulative effect of multiple instances of Wear and Tear causes the Property to fall below The Grand Key’s Home Standards and materially impacts, or is reasonably likely to impact, a Guest’s Stay, The Grand Key may, at its discretion, temporarily or permanently remedy such Wear and Tear to protect the Guest experience and the integrity of the Platform.

4.4 Where The Grand Key incurs any costs in remedying or rectifying cumulative Wear and Tear pursuant to Clause 4.3, all such costs shall be fully chargeable to the Homeowner. The Grand Key shall use reasonable endeavours to mitigate and minimise such costs but shall not be liable for their occurrence or amount.

5. OTHER EXCLUDED ITEMS AND CLAIM LIMITATIONS

5.1 The Grand Key shall not be liable for, nor responsible to consider, any damage claim that is reported later than five (5) days after the Homeowner’s return to the Property and in any event later than forty-five (45) days following the end of the Stay.

Failure to comply strictly with these reporting timeframes shall result in the claim being permanently barred.

6. INSURANCE

6.1 Where Guest Damage occurs and The Grand Key is able, at its discretion, to obtain recovery under any insurance policy maintained by The Grand Key, any amounts actually received from insurers shall be paid to the Homeowner, subject always to:

• the terms, exclusions, limits, and deductibles of such policy; and
• the maximum contribution cap set out in the Damages Policy. 

6.2 The Homeowner expressly acknowledges that:

• the Homeowner’s own insurance is primary in respect of damage to the Property and its contents;
• any insurance maintained by The Grand Key is secondary, discretionary, and non-primary; and
• The Grand Key only accepts liability for Guest Damage to the extent that payment is actually received from its insurers, and never beyond the contractual cap. 

6.3 Nothing in this section shall be construed as The Grand Key providing insurance, acting as an insurer, or guaranteeing coverage for any loss, damage, or claim.

6.4 This Policy applies subject to the governing law and jurisdiction specified in the applicable Homeowner Terms and Conditions (UK or US, as applicable).