Terms of Service

These Terms of Service ("Terms") govern your use of the website safaresidences.com ("Website"), our enquiry form, and any services offered by Safa Residences Management Ltd, a company registered in England and Wales (No. 17098705), trading as "Safa Residences" ("we", "us", "our", "the Company").

By using our Website or submitting an enquiry, you agree to be bound by these Terms. If you do not agree, please do not use our Website or services.

Specific contractual relationships — the Landlord Management Agreement (for property owners) and Guest Booking Terms (for direct bookings) — are documented separately and where applicable take precedence over these general Terms in respect of the matters they cover.

Safa Residences is open and actively onboarding landlords. We operate UK short-let and serviced accommodation management services under the following active registrations and policies:

• Information Commissioner's Office (ICO) — Data protection registration (No. ZC138131, granted 5 May 2026)
• Property Redress Scheme (PRS) — Independent redress scheme member (No. PRS058526)
• Professional Indemnity Insurance (£1,000,000 cover) — Active
• Public Liability Insurance (£5,000,000 cover) — Active
• Legal Expenses Insurance (£100,000 cover via ARAG) — Active
• Safeguarded client money account with an FCA-regulated UK provider, ring-fenced under the Electronic Money Regulations 2011

All landlord and guest funds we hold are safeguarded in our FCA-regulated client money account, separate from our operating accounts at all times.

4.1 Permitted use

You may use our Website to:

• Read information about our services
• Submit a landlord enquiry
• Contact us
• Read our Compliance Roadmap
• Read our Privacy, Cookie, Refund, and Complaints policies

4.2 Prohibited use

You must not:

• Use our Website for any unlawful purpose
• Submit fraudulent, misleading, or inaccurate information
• Attempt to gain unauthorised access to our systems
• Interfere with the operation of the Website (e.g. denial-of-service attacks, scraping at scale)
• Use any automated system (bot, scraper) to interact with the Website without our written consent
• Reproduce, copy, sell, or commercially exploit any part of the Website
• Use our brand, logos, or trade marks without our written consent
• Submit content that is defamatory, obscene, or infringes third-party rights

4.3 Account-free

No account is required to browse our Website or submit an enquiry. We may add account-based features in future.

When you submit an enquiry through our form:

• You confirm that the information you provide is accurate and complete to the best of your knowledge
• You consent to us contacting you in response to your enquiry, by email, phone, WhatsApp, or other channel you have provided
• We will use your information in accordance with our Privacy Policy
• We may retain your enquiry for up to 24 months for follow-up purposes (see Privacy Policy)
• Submitting an enquiry does not create a contractual relationship; it is a preliminary expression of interest only

6.1 General

We offer property management services to UK landlords under a separate written Management Agreement signed between you and Safa Residences Management Ltd. The Management Agreement and its accompanying Schedule of Fees take precedence over this summary.

6.2 Summary of standard terms

The following commercial terms reflect our standard offer. The actual fee, term, and operating parameters for your property are set out in your individual Schedule.

6.3 Client money protection

All rental income belonging to landlords is held in a safeguarded client money account with an FCA-regulated UK provider, ring-fenced under the Electronic Money Regulations 2011, and kept entirely separate from our operating accounts at all times. As a short-let and serviced accommodation operator, Safa Residences operates outside the traditional Assured Shorthold Tenancy regime, so statutory Client Money Protection scheme membership is not a legal requirement for our model.

6.4 Insurance

Safa Residences holds Professional Indemnity Insurance (£1,000,000 cover), Public Liability Insurance (£5,000,000 cover), and Legal Expenses Insurance (£100,000 cover via ARAG) in respect of our own activities, in force from 4 May 2026 under policy CHBS5534975XB1, arranged via Simply Business under the Chiswell brand and underwritten by HDI Global Specialty SE and Great Lakes Insurance UK Ltd. Landlords remain responsible for maintaining buildings insurance, contents insurance (where contents are owned by the landlord), and any insurance riders required by their lease, mortgage, or freeholder for short-let or serviced accommodation use. Current cover details are published on our Compliance page.

6.5 Compliance

Landlords are responsible for ensuring their property is legally permitted for short-let or serviced-accommodation use, including (without limitation): leasehold consent, mortgage consent, freeholder consent, planning permission (e.g. London 90-night rule), HMO licensing where applicable, and Gas Safety + EICR + EPC + Smoke / CO certification. We will guide and support landlords in this process but compliance remains the landlord's responsibility under the Management Agreement.

7.1 Scope

Direct guest bookings open as managed properties become available. The following terms apply to all direct bookings made with Safa Residences.

7.2 Booking eligibility

• The lead guest must be aged 18 or over
• At least one person aged 18 or over must occupy the accommodation
• All guests must provide valid government-issued photo ID and complete our online check-in form
• We reserve the right to refuse a booking where ID verification fails or where information is reasonably suspected to be fraudulent

7.3 Booking confirmation

A booking is confirmed only when:

• Full payment (or the agreed deposit) has cleared
• The online check-in form is completed
• ID verification has passed
• You have agreed to these Terms and any property-specific house rules

Any access to a property granted on the basis of falsified, incomplete, or fraudulent information is unauthorised. We reserve the right to refuse entry, terminate the stay, retain payments made, and notify the police.

7.4 Excluded from Protection from Eviction Act 1977

Direct bookings are short stays for leisure, business, or temporary purposes. They do not give rise to an assured shorthold tenancy, lease, or any other form of long-term tenancy, and constitute an excluded agreement within the meaning of section 3A(7)(a) of the Protection from Eviction Act 1977.

7.5 Resale prohibited

You may not resell or re-assign your booking to any other person or organisation without our written consent.

7.6 Refunds and cancellations

Refund and cancellation terms are set out in our Refund Policy.

7.7 Damage deposits

For direct bookings, we hold a refundable damage deposit (the amount is shown to you at the point of booking and confirmed in your booking confirmation) in our safeguarded client money account. The deposit is returned in full unless there is a documented policy breach or damage. Where damage is found, you will receive photo evidence and an itemised cost breakdown by email within 7 working days of checkout, with the refund (less any deductions) issued within 14 working days.

7.8 OTA bookings

Bookings made via Airbnb, Booking.com, VRBO, or other Online Travel Agents are subject to that platform's terms and conditions, which take precedence over these Terms in respect of payment, cancellation, and damage handling. Damage deposits on OTA bookings are handled per the OTA's own policy (Airbnb AirCover, Booking.com damage policy, etc.); we do not separately hold an OTA-booking deposit.

7.9 House rules

Specific house rules will be provided with each booking confirmation. Standard rules include: no smoking, no parties or unregistered overnight guests, no pets unless agreed, quiet hours from 22:00 to 08:00, and check-in / check-out times stated in the booking. Breach of house rules may result in additional charges and / or termination of the stay without refund.

All content on the Website (text, images, graphics, logos, code) is owned by or licensed to Safa Residences Management Ltd and is protected by UK and international copyright, trade mark, and database rights. You may view and print pages for your personal, non-commercial use only.

The "Safa Residences" name, logo, and any associated branding are trade marks of Safa Residences Management Ltd. Unauthorised use is prohibited.

Our Website may contain links to third-party websites (e.g. Airbnb, Booking.com, ICO, PRS). We are not responsible for the content, privacy practices, or terms of those sites. Visit them at your own risk.

Nothing in these Terms excludes or limits our liability for:

• Death or personal injury caused by our negligence
• Fraud or fraudulent misrepresentation
• Any other liability that cannot lawfully be excluded

Subject to that:

• Our total liability arising under or in connection with these Terms is limited to the total amount you have paid to us in the 12 months preceding the event giving rise to the claim, or £100, whichever is greater
• We are not liable for indirect, consequential, or special losses, including loss of profit, data, business, goodwill, or anticipated savings
• We are not liable for any failure or delay caused by events beyond our reasonable control (force majeure), including but not limited to acts of God, natural disasters, war, terrorism, epidemic, government action, strike, utility failure, or third-party service outage

You agree to indemnify and hold us harmless from any claims, losses, or costs (including reasonable legal fees) arising from your breach of these Terms, your unlawful use of our Website, or your violation of any third-party rights.

If you are unhappy with our service, please follow our Complaints Procedure, published on our Website. We aim to resolve every complaint quickly, fairly, and transparently. Use of the procedure is free of charge.

Our procedure has three stages: (1) direct — we acknowledge within 2 working days and aim to resolve within 10 working days; (2) escalation to the director with a Final Response Letter (also known as a Letter of Deadlock) within 15 working days; (3) independent redress via the Property Redress Scheme (PRS), of which we are a member (membership number PRS058526). If we have not resolved your complaint within 8 weeks of you first raising it with us, or you have received a Final Response Letter and remain dissatisfied, you may refer your complaint to PRS at no cost to you.

The procedure covers landlords, guests, and any third party affected by our service, and applies to complaints about service quality, fees, conduct, communications, handling of client money, marketing, data handling, and accessibility. We keep records of all complaints and outcomes for at least 6 years.

We may update these Terms from time to time. The "Last updated" date at the top reflects the most recent change. For material changes affecting active landlord or guest contracts, we will notify you by email and (where required by law or by your individual agreement) seek your renewed agreement.

These Terms are governed by the laws of England and Wales. Any dispute arising under or in connection with these Terms is subject to the exclusive jurisdiction of the courts of England and Wales.

If any provision of these Terms is held to be invalid or unenforceable, the remaining provisions remain in full force and effect.

These Terms, together with our Privacy Policy, Cookie Policy, Refund Policy, and (where applicable) your individual Management Agreement or guest booking confirmation, constitute the entire agreement between you and us regarding your use of our Website and services.

• Email: hello@safaresidences.com
• WhatsApp: +44 7597 396999
• Postal address: Suite Ra01, 195-197 Wood Street, London, E17 3NU