Terms & Conditions

Last updated: 04/08/2026

These Terms and Conditions (“Terms”) govern all bookings made through the Sovo Apartments website (the “Site”) for serviced apartment accommodation (each a “Property”), operated by Sovo Apartments (“we,” “us,” “our”).

By booking a Property, you (“Guest,” “you”) agree to be bound by these Terms.

1. Bookings

1.1 These Terms apply to bookings made directly through the Site. Bookings made via third-party platforms (including Booking.com, Airbnb, and similar) are additionally subject to the terms and conditions of that platform, including that platform’s own cancellation and payment policies, which take precedence over clause 2 of these Terms for bookings made via that channel. House rules (clause 5) and liability terms (clause 7) apply to all Guests regardless of booking channel.

1.2 A booking is confirmed only once full or partial payment (as applicable to the rate selected) has been processed and a confirmation email has been sent to the email address provided by the Guest.

1.3 The Guest confirms that all information provided at the time of booking is accurate and complete. We reserve the right to cancel a booking where information provided is false or misleading.

1.4 Bookings may only be made by individuals aged 18 or over. The lead Guest must be 18 or over and will be responsible for all members of the booking party.

2. Rates and Cancellation Policy

2.1 At the time of booking, the Guest selects one of the following rate types, each with a different cancellation policy. The selected policy is shown at checkout and confirmed in the booking confirmation email.

– Non-Refundable Rate: No refund is available for cancellation, amendment, or no-show at any time after booking, regardless of the reason for cancellation.
– Flexible Rate: Full refund if cancelled more than 14 days before the scheduled check-in date. If cancelled within 14 days of check-in, 50% of the total booking value will be refunded. No refund is available for cancellations made after check-in or for no-shows.

2.2 Refunds, where applicable, will be processed to the original payment method within 7 business days of the cancellation being confirmed in writing.

2.3 Early departure does not entitle the Guest to a refund for unused nights, regardless of the rate booked.

2.4 We reserve the right to cancel a confirmed booking in exceptional circumstances (including but not limited to safety concerns, property unavailability due to damage, or failure of payment) and will provide a full refund in such cases, save where the cancellation results from the Guest’s breach of these Terms.

3. Payment and Security Deposit

3.1 Full payment (or the applicable deposit, per the rate selected) is taken at the time of booking via the Site’s payment processor.

3.2 A refundable security deposit of £150 is charged to the Guest’s payment card prior to or at check-in. Provided the stay is satisfactory and no deductions apply under clause 3.3, the deposit will be refunded to the original payment method within 7 business days of check-out. Refund timing to the Guest’s account is subject to the Guest’s card issuer/bank and may take longer to appear on statements.

3.3 We reserve the right to withhold the deposit (in whole or in part, or to invoice for costs beyond the deposit amount where damage exceeds it, subject to clause 3.4) for:

• Damage to the Property, furnishings, or fixtures beyond fair wear and tear;
• Missing items;
• Excess cleaning required beyond standard turnover cleaning;
• Smoking in a non-smoking Property;
• Breach of the house rules in clause 5;
• Any charges arising from the Guest’s stay not settled directly (e.g. lock-out call-outs, key replacement).

3.4 Where costs under clause 3.3 exceed the pre-authorisation amount, we reserve the right to invoice the Guest for the balance, payable within 14 days.

4. Check-in / Check-out

4.1 Standard check-in time is 4:00pm and check-out time is 10:00am, unless otherwise agreed in writing in advance.

4.2 Late check-out or early check-in requests are subject to availability and may incur an additional charge.

4.3 Access instructions (e.g. smart lock codes, key safe details) will be issued to the Guest ahead of arrival via the contact details provided at booking.

5. House Rules and Guest Conduct

5.1 The Property is to be used for residential accommodation purposes only. The maximum occupancy stated for the Property at the time of booking must not be exceeded.

5.2 Parties, events, and gatherings beyond the registered occupants are strictly prohibited.

5.3 No smoking is permitted inside any Property.

5.4 Guests must respect neighbouring residents and occupiers, including in respect of noise. Several of our Properties are located within mixed-use buildings, including buildings with ground-floor commercial premises; Guests must comply with any specific noise or conduct guidance provided for their Property.

5.5 We reserve the right, acting reasonably, to terminate a stay without refund where a Guest breaches these house rules, causes damage, or engages in conduct that is abusive, illegal, or puts the Property, staff, or other residents at risk.

6. Guest Property and Left Items

6.1 We accept no liability for personal belongings left in the Property during or after a stay.

6.2 Items found after check-out will be held for 14 days, after which we reserve the right to dispose of them. Return postage, if requested, is at the Guest’s cost.

7. Liability

7.1 Nothing in these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, or any other liability that cannot be excluded or limited under Scots law.

7.2 Subject to clause 7.1, our total liability to the Guest arising out of or in connection with a booking, whether in contract, tort, or otherwise, is limited to the total amount paid by the Guest for that booking.

7.3 We are not liable for indirect or consequential loss, including loss of enjoyment, loss of earnings, or costs of alternative accommodation, except where required by law.

7.4 We are not liable for any failure to perform our obligations caused by circumstances beyond our reasonable control (force majeure), including but not limited to fire, flood, extreme weather, strikes, government action, or utility failure. Where such an event prevents a stay entirely, we will offer a refund or alternative dates at our discretion.

8. Data Protection

8.1 We process personal data provided at booking in accordance with our Privacy Policy, and in compliance with UK GDPR and the Data Protection Act 2018.

9. Complaints

9.1 Any issues arising during a stay should be reported to us as soon as possible via email (hello@sovo.co.uk) or phone (0131 605 3451) so that we can attempt to resolve them during the stay.

9.2 Complaints raised after check-out should be submitted in writing to hello@sovo.co.uk within 14 days of check-out.

10. Governing Law

10.1 These Terms are governed by the law of Scotland, and any dispute arising out of or in connection with these Terms or a booking will be subject to the exclusive jurisdiction of the Scottish courts.

11. Changes to These Terms

11.1 We may update these Terms from time to time. The version in force at the time of booking will apply to that booking.

Contact:
Sovo Apartments
hello@sovo.co.uk | 0131 605 3451