Terms and conditions

These terms and conditions, together with our privacy policy, apply to your booking.

CloudLiving provides an online booking platform via which either we or third parties (the "Accommodation Provider") can offer properties for short term lettings (the "Accommodation"). You can use the online booking platform to search for and book Accommodation. Where we are not the Accommodation Provider, we do not own, control, offer or manage the Accommodation available for booking. We are not a party to the contract which is concluded directly between you and a third party Accommodation Provider. We do not act as an agent or partner of a third party Accommodation Provider except in relation to payments received for Accommodation booked via the online booking platform.  

Please read these terms and conditions carefully before you book Accommodation via the online booking platform because, by booking, you agree to be bound by them. Each time you book Accommodation through the online booking platform you will be asked to agree to these terms and conditions.  

Please note that we revise our terms and conditions from time to time. You will be subject to the terms and conditions in force at the time of your booking. 

If you do not accept these terms and conditions, you should not book Accommodation via the online booking platform.

  1. These terms

  1. What these terms cover. These are the terms and conditions on which you can book Accommodation via our online booking platform. 

  2. Why you should read them. Please read these terms carefully before you book Accommodation. These terms tell you who we are, how the Accommodation will be provided, how you and we may cancel a booking, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss. 

  1. Information about us and how to contact us

    1. Who we are. We are CloudLiving, an ALDAR INVESTMENT PROPERTIES LLC incorporated in the United Arab Emirates. Our company license number is CN- 2571624 and our registered office is at Al Raha beach, Aldar Properties HQ building. 

    2. Our Role. We are not a party to the contract between you and the Accommodation Provider. We therefore do not and cannot control the conduct or performance of the Accommodation Providers and do not guarantee:

      1. the existence, quality, safety or suitability of any of the Accommodation on the online booking platform; and 

      2. the truth or accuracy of any descriptions of the Accommodation, reviews or other content provided by the Accommodation Providers and/or previous guests.

    3. How to contact us. You can contact us by telephoning us on [INSERT DETAILS] or by writing to us at info@cloudliving.com.

    4. How we may contact you. If we have to contact you we will do so by telephone or by writing to you using the telephone number or the email address or postal address you provided to us in your booking. 

    5. "Writing" includes emails.  When we use the words "writing" or "written" in these terms, this includes emails.

  2. Your status

    1. Making a booking. Bookings can be made for yourself and/or on behalf of others. However you acknowledge that when you make a booking on behalf of anyone else, you are responsible for the booking, paying for your stay, making any changes to the booking and for all other matters concerning the booking. You are also responsible for ensuring that each person in your booking complies with the rules, standards, policies, or requirements relating to the use of the Accommodation as set out in the Accommodation description form or referred to in these terms. 

    2. Confirmation of personal status. By placing a booking with us through our online booking platform, you are confirming to us that you are at least 18 years old and legally authorised to enter into a contract with the Accommodation Provider on behalf of any persons included in the booking. 

  3. The Accommodation

    1. Accommodation information. The Accommodation information contained on our online booking platform has been published in good faith however we do not guarantee the truth or accuracy of any of the information about the Accommodation provided by the Accommodation Providers and/or previous guests. In the event that the information is incorrect, incomplete or out of date, we reserve the right to cancel your booking. We will notify you if this is the case and will not charge you for your booking.

    2. Restrictions. Use of the Accommodation may be subject to additional restrictions which will be detailed on the booking page for that Accommodation. You should read this information carefully to ensure that any such restrictions will not affect your intended use of and/or eligibility to book the Accommodation. 

  4. Your booking

    1. How we will accept your booking. Each time you book Accommodation and we accept it, a new contract is created between you and the Accommodation Provider. We will provide confirmation of your booking by email sent to the address you provided once we have received your booking, at which point a contract will come into existence between you and the Accommodation Provider. 

    2. Where to find the price for the Accommodation. The price of the Accommodation will be the price indicated on the online booking platform when you book the Accommodation. We take all reasonable care to ensure that the price of the Accommodation advised to you is correct. However please see paragraph 5.3 for what happens if we discover an error in the price of the Accommodation you book. When you book the Accommodation, you are agreeing to pay (as applicable):

      1. the price for your stay;

      2. any security deposit; and

      3. any other applicable fees such as services fees, cleaning fees or local taxes related to your stay as detailed on the booking page. 

    3. What happens if we get the price wrong? It is always possible that, despite our best efforts, some of Accommodation may be incorrectly priced. If we accept your booking where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as an error, we may cancel your booking and refund you any sums you have paid.

    4. When you must pay and how you must pay.  We accept payment by Amex, Mastercard credit, Mastercard debit, Visa credit, Visa debit and PayPal.  You must pay for the Accommodation at the point of booking. 

    5. Other terms. The cancellation policy and any other rules, standards, policies, additional terms or requirements as set out in the Accommodation description or otherwise presented during the booking process form part of your contract with the Accommodation Provider. You may not exceed the maximum number of allowed guests at the Accommodation and the Accommodation Provider reserves the right to charge you any late checkout charges as applicable.

    6. Your entitlement. Your booking entitles you and each person specified in your booking to enter, occupy and use the Accommodation. The Accommodation Provider may enter the Accommodation during your stay to the extent that it is reasonably necessary and/or permitted under applicable law. 

    7. Your duty to check and inform. You should check that all the information (including the personal details of you or anyone specified in your booking) contained in your booking or in any correspondence sent to, or by, you in connection with it is correct. You must tell us immediately if you become aware that there are any errors, inaccuracies or omissions in such information. 

  5. Providing the Accommodation  

    1. Reasons we may cancel your booking. We may cancel your booking:

      1. due to an event outside of our or the Accommodation Provider's control; 

      2. to deal with a problem at the Accommodation or if we are going to stop providing the Accommodation;

      3. to update the Accommodation to reflect changes in relevant laws and regulatory requirements; 

      4. if you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the Accommodation;

      5. if there is a problem with your payment and the payment method is declined or subject to any chargebacks;

      6. if you not satisfactorily pass any vetting requirements that have been notified during the booking process; 

      7. if you have provided any false information in connection with your booking including as regards the purpose of your stay; or 

      8. if you break any of these terms and conditions. 

    2. We will contact you as soon as possible to let you know that we are cancelling your booking. If your booking is cancelled for the reasons set out in paragraphs 6.1.1 to 6.1.4 you will not be entitled to a refund. If your booking is cancelled within the period permitted by the cancellation policy applicable to the Accommodation as set out on the Accommodation Page you will receive a refund for the period of your stay that you have booked but not received. Where your booking is cancelled outside of the permitted period (for example) on arrival, you will not be entitled to a refund and any payment of such will be at the discretion of the Accommodation Provider.   

  6. Your rights to cancel your booking

    1. If you cancel your booking you will be entitled to a refund in accordance with the refund policy applicable to the Accommodation as set out on the Accommodation checkout page. 

    2. You are responsible for ensuring that you have appropriate travel insurance in place to cover situations where you are unable to proceed with your booking because of  an event outside of your control.

    3. You can always cancel your booking if:

      1. the Accommodation Provider does not provide you with access to the Accommodation; 

      2. the description of the Accommodation is materially inaccurate;

      3. the Accommodation does not comply with the health and safety requirements of the country in which the Accommodation is located;

      4. we have told you about an error in the price or description of the Accommodation you have booked and you do not wish to proceed;

      5. we have told you about an upcoming change to the Accommodation or these terms which you do not agree to; or

      6. you have a legal right to cancel the booking because of something we have done wrong,

in which case you will be entitled to either a full or partial refund. Please contact us in accordance with paragraph 8 if you believe this applies to your booking.

    1. How to cancel your booking 

      1. Tell us you want to cancel your booking. To cancel your booking, please let us know by doing one of the following:  

        1. Telephone. Call customer services on [INSERT DETAILS]. 

        2. Email. Email us at info@cloudliving.com or via your account on our online booking platform.

      2. In each case please provide your name, home address, details of your booking  and, where available, your telephone number and email address. How we will refund you. We will refund you the price you paid for the Accommodation by the method you used for payment. However, we may make deductions from the price, as described below.

      3. When your refund will be made. We will make any refunds due to you within five working days.

    2. If there is a problem with the Accommodation

      1. How to tell us about problems. If you have any questions or complaints about the Accommodation, please contact us. You can telephone us at [INSERT DETAILS] or write to us at info@cloudliving.com.

    3. Our responsibility for loss or damage suffered by you

      1. We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking these terms or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable or not caused by us breaking these terms. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time of your booking, both we and you knew that it might happen, for example, if you discussed it with us during the booking process.

      2. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights.

      3. We are not liable for business losses. We only allow bookings of Accommodation for domestic and private use. If you use the Accommodation for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity.

    4. How we may use your personal information

      1. How we will use your personal information. We will use the personal information you provide to us:

        1. to supply the Accommodation to you;

        2. to process your payment for the Accommodation; and

        3. if you agreed to this during the booking process, to give you information about similar Accommodation that we provide, but you may stop receiving this at any time by contacting us.

      2. We will give your personal information to the Accommodation Providers so they can supply the Accommodation to you. We will only give your personal information to other third parties where the law either requires or allows us to do so. 

      3. Please see our Privacy Policy which can be found at [INSERT] for full details on how we will use your personal information.

    5. Online booking platform terms of use

      1. Access to the online booking platform

        1. You may access most areas of the online booking platform without registering your details with us, however to making a booking you will need to register for an account.

        2. You are responsible for making all arrangements necessary for access to our online booking platform.  We grant you access to our online booking platform on a temporary basis. We may change the arrangements for access to, deny access to, close or suspend part or the whole of our online booking platform, at any time, for any period of time, and for any reason without telling you beforehand and without liability. 

        3. We do not guarantee uninterrupted and/or reliable access to our online booking platform and make no guarantees as to its operation, functionality or otherwise. 

      2. Protection of the content of our online booking platform 

        1. Please keep your username, password and any other information relevant to your access to our online booking platform and/or the creation of an account, confidential.  You must not give this information to anyone (except where you have registered on behalf of somebody else in which case you may disclose the information to them only). We are the owner or the licensee of all intellectual property rights and data in our online booking platform and in material published on it, including the “look and feel” of our online booking platform.  These rights are protected by laws and treaties around the world.  

      3. What you can do with our online booking platform 

        1. You may use our online booking platform only for lawful purposes and in accordance with this paragraph 12.  

        2. You may print or download/save one copy of each page of our online booking platform for your personal references purposes.

        3. You may review the Accommodation after you stay. Your review must be accurate. 

      4. What you cannot do with our online booking platform

        1. You must not and must not attempt to:

          1. use our online booking platform to carry out or assist any unlawful or criminal activity;

          2. use our online booking platform to receive, access or transmit material which is defamatory, obscene, offensive or sexually explicit or which contains or promotes discrimination based on race, sex, religion, nationality, disability, sexual orientation or age;

          3. use our online booking platform in any way that infringes any third party’s intellectual property rights or data protection or privacy rights and or breaches any contractual duty or duty of confidence;

          4. use our online booking platform to be threatening or harassing to any other person or to cause annoyance to, inconvenience or needless anxiety, upset, harm or embarrassment to any other person; 

          5. use our online booking platform to impersonate any person, or to misrepresent your identity or affiliation with any person;

          6. use the whole or part of our online booking platform or its content for any commercial or money-making purpose without having our written consent to do so beforehand;

          7. access parts of our online booking platform that are not intended for public use;

          8. access or monitor our online booking platform or any of its content other than using the online booking platform's navigational structure or for any purpose other than that expressly permitted in this paragraph 12; 

          9. do anything which places an unreasonably large load on our online booking platform, or its supporting computer systems;

          10. attempt to disrupt or interfere with our online booking platform in any way or with another person's use of our online booking platform, or use our online booking platform as a means of disrupting or interfering with other websites; 

          11. probe, scan or test the vulnerability of our online booking platform or any network connected to it;

          12. willfully corrupt any data, documents or material available on our online booking platform or insert or knowingly or recklessly transmit or distribute a virus into our network and computer systems so as to cause harm to our online booking platform, us or other users or which is likely to bring our online booking platform or us into disrepute; 

          13. reproduce, duplicate, copy, scrape, re-sell or modify any part of our online booking platform or any material printed or downloaded from our online platform in contravention of the provisions of this paragraph 12;

          14. use any illustrations, photographs, video or audio sequences or any graphics from our online booking platform separately from any accompanying text, or remove any indications of ownership.  Where there are no indications of ownership you must acknowledge our status (and that of any identified contributors) as the authors of the material;  

          15. post or publish any copies or downloads of materials which come from our online booking platform on any networked computer, or make any statements or undertake any actions which could result in liability for us;

          16. access without authority, interfere with, damage or disrupt any equipment, network or software on which our online booking platform is stored or which is used or owned by our online booking platform or that of a third party; or 

          17. assist, encourage or permit any other person to do any of the acts described above.

        2. All the above are forbidden regardless of the means used, including but not limited to, hacking or by the introduction of any worms, trojans, virus, unauthorised, malicious or harmful code or other harmful software ("Viruses").  Some of the acts described above may be criminal acts under the Computer Misuse Act 1990.

      5. Viruses

        1. We will try to ensure that our online booking platform is free of Viruses, however, unfortunately due to the inherent risks associated with using the internet we cannot guarantee that it is. It is your responsibility to protect your computer against Viruses and ensure that you log off shared computers after using our online booking platform.

      6. Breach of these terms of use

        1. If we think that you have breached this paragraph 12, we may take such action as we consider appropriate in the circumstances, including, but not limited to all or any of the following actions:

          1. we may close our online booking platform;

          2. we may temporarily or permanently prevent you from using our online booking platform; 

          3. we may issue a warning to you;

          4. we may take legal proceedings against you;

          5. we may require that you return or destroy copies of materials you have made in breach of this paragraph 12; and/or

          6. we may disclose such information to law enforcement authorities as we feel is necessary.

  • Links to other websites

      1. Our online booking platform may from time to time contain links to websites of advertisers, affiliates and websites we feel may be of interest to you.  Such links are provided for your convenience only and are not endorsed by us. 

      2. Such websites, and third party services, are not under our control and we are not responsible for their content. If you have any queries about such websites, you should contact the operator of the website. We recommend that you always check the websites’ terms and conditions before you use them.

  1. Other important terms

    1. We may transfer our rights and obligations to someone else.  We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights.

    2. You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. 

    3. Nobody else has any rights under these terms. No other person shall have any rights to enforce any of these terms. 

    4. If a court finds part of these terms illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately.  If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

    5. Even if we delay in enforcing these terms, we can still enforce them later.  If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking these terms, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. 

    6. Which laws apply to these terms and where you may bring legal proceedings?  These terms are governed by English law and you can bring legal proceedings in the English courts. If you live in Scotland you can bring legal proceedings in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in either the Northern Irish or the English courts.

    7. Local laws. You are responsible for understanding and complying with any laws, rules or regulations that apply to your Accommodation. For example, some countries/cities have laws that restrict the short-term rental of residential properties. If you have questions about how local laws apply you should always seek legal advice.