Terms & Conditions
Welcome to UpgradedPM (The Upgrade Authority Ltd.)
These Terms and Conditions apply to your use of our website, our services, and any related products, platforms or communications provided by The Upgrade Authority Ltd.
By using our website, requesting a proposal, making a booking, engaging our services, or otherwise dealing with us, you agree to these terms unless a separate written agreement says otherwise.
The Upgrade Authority Ltd is a private limited company registered in England and Wales under company number 13983241, with its registered office at:
Henleaze House Business Centre
13 Harbury Road
Henleaze
Bristol
BS9 4PN
In these terms, “TUA”, “we”, “us” and “our” mean The Upgrade Authority Ltd.
1. Scope of Services
TUA provides property-related services, including short-term, medium-term and long-term property management, guest and tenant management, booking management, property marketing, maintenance coordination, vendor services, contractor services, smart access, guest services and related operational support.
These terms may apply to different types of users, including:
guests and occupants;
landlords, owners and property clients;
tenants;
vendors and sellers;
contractors and third-party service providers;
corporate, relocation, workforce, travel management and agency customers;
website users.
Our services are tailored depending on the proposal, booking, agreement, platform, property, client type and service requested.
2. Signed Agreements and Order of Priority
If you have a signed agreement, accepted proposal, booking confirmation, tenancy agreement, platform booking, statement of work or other written agreement with TUA, that document will apply to the relevant service.
If there is a conflict between these website terms and a signed or accepted agreement, the signed or accepted agreement takes priority.
These website terms apply where the signed or accepted agreement is silent, incomplete or does not cover the relevant issue.
3. Proposals, Agreements and Payment
Where you request a service, we may issue a proposal or quote setting out the services requested, pricing, assumptions and any special conditions.
Unless stated otherwise, proposals are valid for 30 days from the date of issue. After that, we may amend, withdraw or reprice the proposal.
A proposal is not binding until accepted by you and confirmed by us, or until a written agreement is signed or otherwise accepted.
We may require deposits, setup payments, retainers, subscription payments, commissions, service fees, guest service charges, contractor payments, administrative fees or other sums depending on the service.
Unless stated otherwise, invoices are due within 5 business days of issue.
Late payments may incur interest and reasonable recovery costs. Where a signed agreement specifies a different interest rate, payment period or recovery process, that agreement applies.
We may suspend services, pause bookings, stop work, unlist a property, withhold deliverables or delay completion if sums remain unpaid.
All fees and charges are exclusive of VAT unless expressly stated otherwise.
4. Cancellation and Services Already Started
Nothing in these terms removes any cancellation rights you have by law.
Where the law gives you cancellation rights, those rights still apply.
If you ask us to begin work, order goods, arrange contractors, start onboarding, commence management, provide digital access, prepare listings or otherwise start services before any cancellation period has expired, you agree that we may charge for work already carried out, services already supplied, goods already ordered, platform work already completed, third-party costs already incurred and any loss we cannot reasonably avoid.
Once a service has been fully performed with your agreement, you may lose the right to cancel that service.
Bookings, guest stays, tenancy agreements, platform reservations, contractor services, emergency works, custom services and third-party services may have separate cancellation rules. Those rules apply in addition to these terms.
5. Third-Party Services, Procurement and Margins
TUA may arrange third-party services such as cleaning, maintenance, repairs, safety checks, access control, security, photography, virtual tours, linen, broadband, guest supplies, contractor services or other property-related services.
Where a cost is charged directly to a client, our quote or invoice may include coordination time, administration, handling fees or margin.
Where we arrange goods or services at a fixed price, you agree to pay the agreed price. We are not required to provide supplier invoices, contractor rates, receipts or internal cost breakdowns unless we have expressly agreed to do so in writing.
Guest-facing charges, such as cleaning, linen, guest essentials, service fees, late checkout, extra beds or similar items, may be priced and managed by TUA separately. These charges may include a margin and are not automatically itemised unless they are being charged directly to you as a separate client cost.
6. Access, Permissions and Client Responsibilities
You must provide us, our staff and our contractors with reasonable access to any property, system, account, document or information needed to perform the agreed services.
You are responsible for ensuring that utilities, access, keys, codes, parking, building access, permits and required information are available when needed.
You are responsible for obtaining any permissions, consents, licences or approvals required for the relevant service, including planning permission, mortgage consent, freeholder consent, leaseholder consent, insurance consent, landlord consent, building management consent, tax registration, safety certification and any other approval required by law or contract.
We are not responsible for loss, delay, cancellation, reduced performance or additional cost caused by your failure to provide access, permissions, utilities, information, cooperation or approvals.
7. Guests and Occupants
Guests and occupants staying in properties managed, marketed or administered by TUA must comply with the booking terms, platform terms, house rules, check-in instructions, safety instructions and any other rules provided before or during the stay.
Guests are responsible for any damage, loss, nuisance, overstay, unauthorised visitors, breach of house rules or misuse of the property caused by them or their invitees.
Where a deposit, card hold, pre-authorisation or guarantee is taken, it is a security measure only. It is not insurance and does not limit our right, the owner’s right or the provider’s right to claim additional sums where losses exceed the deposit or hold.
TUA may refuse, cancel, remove or report guests where reasonably necessary for safety, fraud prevention, non-payment, breach of rules, nuisance, damage, unlawful activity or platform compliance.
Corporate, Relocation, Workforce and Third-Party Bookings
Some bookings are made by a company, relocation provider, workforce provider, travel management company, intermediary, booking agent or similar organisation. In those cases, the person or business making the booking may be different from the people actually staying.
The contracting customer is responsible for making sure all occupants, employees, contractors, visitors and invitees follow the booking terms, house rules and property rules.
TUA may rely on the identity, payment, deposit, damage and dispute processes of the relevant booking platform, provider, agency or intermediary.
8. Tenants
Tenants in properties managed by TUA must comply with their tenancy agreement, any applicable house rules, statutory obligations and payment obligations.
Non-payment of rent, damage, nuisance, breach of tenancy, unlawful occupation or failure to leave when lawfully required may result in legal action, deductions from deposits, recovery action or other remedies available to the landlord or TUA.
9. Owners and Landlords
Owners and landlords using TUA’s property management services must comply with the Supplementary Terms for Owners and Landlords below.
If an owner or landlord has a signed management agreement or accepted proposal, that agreement applies first.
10. Vendors
Vendors using TUA’s services for property sales, marketing or related services are responsible for providing accurate information about the property, title, condition, restrictions, defects, permissions and any relevant legal or practical issues.
TUA is not liable for inaccuracies, omissions or misrepresentations caused by information supplied by the vendor or third parties.
11. Contractors and Third-Party Service Providers
Contractors and third-party service providers must perform services with reasonable skill and care, hold appropriate qualifications, licences, insurance and approvals, comply with all applicable laws, and follow any site instructions, access rules and safety requirements.
Contractors remain responsible for their own work, staff, tax, insurance, equipment, health and safety compliance and professional obligations.
TUA may remove contractors from its approved list or cease using them at any time.
12. Liability
TUA will perform services with reasonable care and skill.
To the extent permitted by law, TUA is not liable for:
losses that were not reasonably foreseeable;
losses caused by events outside our reasonable control;
indirect, consequential or business losses;
loss of profit, income, goodwill, opportunity or anticipated savings;
losses caused by guests, tenants, occupants, owners, contractors, suppliers, platforms, payment processors, insurers or other third parties;
losses caused by your failure to provide access, information, cooperation, permissions, funds or approvals;
losses caused by property defects, lack of maintenance, legal restrictions, insurance gaps, utility failures, building issues or third-party failures;
platform decisions, account restrictions, suspended listings, payment delays, chargebacks, withheld funds or provider rule changes;
market demand, occupancy levels, nightly rates, rental values or income projections.
Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be limited or excluded.
13. Indemnity
You agree to indemnify TUA, its employees, officers, agents, contractors and subcontractors against claims, losses, liabilities, damages, fines, penalties, tax, interest, costs and expenses arising from:
your breach of these terms or any agreement with us;
your failure to provide access, funds, permissions, information or cooperation;
your property, goods, services or conduct;
your failure to comply with legal, tax, safety, insurance or regulatory obligations;
claims made by guests, tenants, occupants, contractors, suppliers, platforms, providers, neighbours, freeholders, building managers or authorities where the issue was not directly caused by TUA’s own negligence or breach.
14. Termination and Suspension
We may terminate, suspend or pause services if:
you fail to make payment when due;
you fail to provide access, information, permissions, utilities or cooperation;
you breach these terms or any agreement with us;
we cannot safely, lawfully or commercially continue the service;
a platform, provider, payment processor, insurer, regulator or other relevant party prevents or restricts service delivery;
continuing the service may create legal, safety, reputational, payment or operational risk.
Suspension or termination does not affect any sums already due or any rights and obligations that should continue after the service ends.
15. Dispute Resolution
If you have a complaint, please contact us as soon as possible.
We will try to resolve complaints through our internal process first.
Where appropriate, we may agree to use alternative dispute resolution, mediation or another independent dispute process.
These terms are governed by English law.
The courts of England and Wales will have jurisdiction, except where applicable consumer law gives you the right to bring proceedings elsewhere in the UK.
16. Privacy and Data Protection
We take privacy seriously.
Our use of personal data is governed by our Privacy Policy.
By using our website, requesting services, making a booking, using our portals, communicating with us or engaging our services, you agree that we may collect, process and share personal data where reasonably required to provide services, process bookings, manage properties, verify identity, handle payments, comply with legal obligations, prevent fraud, deal with disputes, work with providers and protect our rights.
We may share relevant data with booking platforms, payment processors, property owners, guests, tenants, contractors, suppliers, insurers, legal advisers, accountants, regulators, authorities and other parties where reasonably required for service delivery, compliance, dispute handling, safety, payment, fraud prevention or legal reasons.
17. Website Use and Intellectual Property
All content on our website, including text, images, logos, designs, graphics, documents, software, layouts, videos and branding, is owned by TUA or licensed to us.
You may not copy, reproduce, scrape, distribute, publish, modify or commercially exploit our website content without our written consent.
You must not misuse our website, attempt unauthorised access, introduce malware, interfere with the site, scrape data, copy booking flows or use the site in a way that is unlawful or harmful.
We are not responsible for third-party websites linked from our website. Use of third-party websites is at your own risk.
We aim to keep our website accurate and available, but we do not guarantee that it will always be complete, secure, uninterrupted, error-free or up to date.
18. General Terms
Title to any goods supplied by us remains with us until payment in full has been received.
We may transfer, assign or subcontract our rights and obligations where reasonably necessary for business, operational or service delivery reasons.
You may not transfer your rights or obligations without our written consent.
If any provision of these terms is invalid or unenforceable, the remaining provisions continue in full force.
No failure or delay by TUA in enforcing any right will prevent us from enforcing that right later.
No person other than the parties has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999.
Supplementary Terms for Owners and Landlords
These supplementary terms apply to owners, landlords and property clients using TUA’s property management services.
If you have a signed proposal, management agreement, statement of work or other written agreement with TUA, that agreement takes priority. These website terms only apply where no signed agreement exists or where your signed agreement is silent.
1. TUA’s Role
TUA acts as a property manager, booking manager, collection agent and service provider.
TUA does not rent the property from the owner, does not take a lease or licence of the property, and does not provide guaranteed rent unless this is expressly agreed in writing.
The owner remains the owner, landlord and/or accommodation provider.
TUA may act as principal for its own fees, guest service charges and TUA-supplied services. Accommodation income is collected or administered on the owner’s behalf unless a separate written agreement says otherwise.
2. Platform Accounts and Payment Flow
TUA may decide which booking channels, platforms, accounts and payment routes are used for a property.
Where bookings are managed by TUA, TUA controls booking administration, pricing, availability, guest communication, refunds, claims, payment settings and payout handling unless agreed otherwise in writing.
If TUA agrees to use an owner-owned platform account, the owner must give TUA the access and control needed to manage bookings properly. The owner must not change payout details, withdraw funds, issue refunds, cancel bookings, alter prices, contact guests about payment or interfere with booking administration without TUA’s written consent.
All booking money, rent, guest service charges, deposits, damage recoveries and other booking-related sums must flow through TUA’s nominated client account or payment route unless TUA agrees otherwise in writing.
If the owner receives booking money directly, they must transfer it to TUA in full within 2 working days without deduction.
If TUA cannot control booking administration or payment flow properly, TUA may refuse to use that account, move the property to a TUA-controlled account, pause bookings, suspend services or unlist the property.
3. Statements
Platform dashboards are not the accounting record between TUA and the owner.
The monthly statement issued by TUA is the record used to calculate the owner’s payout.
TUA is not required to provide platform statements, screenshots, internal cost breakdowns, supplier invoices or provider commercial terms unless agreed in writing.
Statements are provided electronically. The owner is responsible for keeping copies.
Statements are treated as accepted unless a specific error is raised in writing within 14 days of issue. Any confirmed error may be corrected on the next statement or through an interim adjustment.
4. Guest Service Charges
Cleaning, linen, guest essentials, service fees, late checkout, extra beds, administration fees and similar guest-facing charges are guest service charges.
Guest service charges are priced, collected and retained by or for TUA. They may vary depending on property, date, contractor availability, bank holidays, events, parking, clean air zone charges, linen costs, supply costs and operational requirements.
Guest service charges may include a margin.
Guest service charges are not owner income and do not form part of the owner’s payout unless TUA agrees otherwise in writing.
5. Corporate, Relocation, Workforce and Intermediary Bookings
Where a booking is made through a corporate, relocation, workforce, travel management, intermediary, agency or similar platform, the contracting customer may differ from the individual occupants.
TUA may accept these bookings where it considers them commercially appropriate.
Guest details, occupant details, identity checks, deposits, card holds, damage claims, recovery processes and dispute handling may be governed by the relevant provider’s terms.
TUA is not responsible for the acts, omissions, damage, nuisance, non-payment, overstay or misconduct of any guest, customer, employee, contractor, invitee, visitor or occupant, except to the extent directly caused by TUA’s own negligence or breach.
6. Owner Responsibilities
The owner remains responsible for legal compliance, permissions, insurance, safety certificates, utilities, property condition, structure, fixtures, fittings and any restrictions affecting use of the property.
TUA may pause marketing, stop accepting bookings, suspend services or unlist a property if it reasonably believes this is needed for safety, compliance, guest experience, platform standing, payment control or operational reasons.
7. Deposits, Claims and Insurance
Where permitted by a provider or by TUA Stays, TUA may take a damage deposit, card hold, pre-authorisation or guarantee as a security measure.
These are not insurance and do not guarantee recovery.
TUA may assist with claims where appropriate, but recovery depends on evidence, provider rules, payment rules, guest cooperation and claim prospects.
The owner remains responsible for maintaining suitable buildings, contents, landlord, short-let and public liability insurance.
TUA is not liable for damage, loss, poor workmanship, delay, non-payment or non-recovery caused by any guest, tenant, customer, provider, cleaner, contractor, supplier, occupant, visitor or third party, except to the extent directly caused by TUA’s own negligence or breach.
8. VAT
TUA charges VAT on its own fees and guest service charges where applicable.
TUA does not charge VAT on owner accommodation income unless the owner has given written VAT instructions accepted by TUA.
The owner remains responsible for their own tax and VAT position.
9. Marketing Materials
The owner allows TUA to create, edit, brand, watermark, publish and use property photos, videos, listing copy, reviews, performance information, signage and other marketing materials during and after the management relationship for bookings, advertising, portfolio, case studies, social media, training and promotion of TUA’s services.
After termination, TUA must not knowingly advertise the property as available for new bookings, but may continue using historic or portfolio materials.
TUA is not required to remove materials already printed, published, cached, archived or distributed, but will act reasonably if the owner raises a genuine privacy or security concern.
Contact Details
If you have any questions about these Terms and Conditions, please contact:
The Upgrade Authority Ltd
Henleaze House Business Centre
13 Harbury Road
Henleaze
Bristol
BS9 4PN
Email: hello@upgradedpm.com