Veeve

POLICIES

Occupation Agreement

Occupation Agreement (FR)

Cancellation Policy

Payment Policy

Host Terms & Conditions

Please read these terms and conditions of use carefully

This terms of use agreement (this “agreement”) (together with the documents referred to in it) is a legal agreement between you and Unique Ventures Ltd t/a Veeve (part of the UnderTheDoormat Group), incorporated and registered in England and Wales with company number 07666067 and whose registered office is at 210 New Kings Road, London SW6 4NZ, United Kingdom (“Veeve”, “we”, “us” or “our”).

By registering as a Member, you must read, agree with and accept all the terms and conditions contained in this agreement. This agreement is provided to you and concluded in English. We recommend that you store or print-off a copy of this agreement (including all policies) for your records. If you do not agree to the terms of this agreement (or to the documents referred to in it), please refrain from registering as a Member, making a Booking or requesting any Service.

You can review the Host Agreement below, in Schedule 2.

Read our full terms and conditions here.

14. REVISIONS


Veeve reserves the right to change the Veeve terms and conditions published on its website from time to time at its sole discretion. Your continued use of Veeve platform after such revision constitutes your acceptance of the changes. Your use of Veeve will be subject to the most current version of the Veeve terms and conditions posted at the time of such use. You should periodically check the most recent Veeve terms and conditions.

20. GENERAL TERMS


Communications.
20.1. We are required to provide certain information to you in writing. By accepting this agreement, you agree that we can communicate in English with you electronically by email.

Entire Agreement
20.2. This agreement and any document expressly referred to in it constitutes the whole agreement between us and supersedes any previous discussions, correspondence, arrangements or understandings between us.

20.3. Where a Member is also a client of another UnderTheDoormat Group service which may include Hospiria, TrustedStays, UnderTheDoormat Managed or Veeve Long Let services, the terms and conditions related to those activities will apply when those activities or services are requested.

Law and Jurisdiction
20.4. This agreement and any dispute or claim arising out of or in connection with it or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales.
20.5. Any dispute or claim arising out of or in connection with this agreement will be subject to the exclusive jurisdiction of the courts of England and Wales.

21. CONTACT US


To contact us, please email guest.services@veeve.com for any Guest related enquiries and hosts@veeve.com for any Property Owner related enquiries and/or through written communication through the relevant booking platform.

SCHEDULE 2


ADDITIONAL TERMS FOR PROPERTY OWNERS


1. INTERPRETATION

1.1. These additional terms for Property Owners form part of the terms and conditions of use agreement (“Terms and Conditions of Use”) and shall have effect as if set out in full in the body of the Terms and Conditions of Use (these additional terms for Property Owners and the Terms and Conditions of Use together “this agreement”).

1.2. Terms defined in the Terms and Conditions of Use shall have the same meaning when used in these additional terms for Property Owners. In addition, the definitions below apply in these additional terms for Property Owners:

Accommodation Fee: the fee agreed between Veeve and the Property Owner in the Proposal that is payable to the Property Owner by Veeve for Guest Bookings in the Property during the Availability Period, where a Booking is confirmed.

Availability Period: the period of time in which the Property Owner has guaranteed to make available a Property for a Booking.

Commission: the fee that Veeve charges to the Property Owner as per the Proposal.

Deep Clean: an intensive clean that goes beyond the standard pre- and post-stay cleans provided as part of Guest Bookings. It may be required if the Property is left in an unreasonably poor condition or if hygiene issues arise that cannot be addressed through normal cleaning. Whether a Deep Clean is necessary will be determined by Veeve at its sole discretion. The cost of any Deep Clean will be paid by the Property Owner. Veeve recommends that a Deep Clean is carried out on a quarterly basis to maintain overall standards and Guest experience.

Fair wear and tear: the natural and gradual deterioration of a property and its contents that occurs over time through normal, every-day use. This includes, by way of example and without limitation, minor scuffs on walls, fading of fabrics, thinning upholstery, worn carpets in high-traffic areas, or limescale build-up in appliances. The examples provided are illustrative only and do not represent an exhaustive list.

Maintenance Fees: the fees required for any Maintenance Services that are needed to ensure the property meets the Property Standards Requirements.

Maintenance Services: any maintenance services supplied by or arranged by Veeve.

Management Services: the management services that Veeve (and/or any persons authorised by Veeve) shall perform, including (but not limited to), the cleaning of the Property, linen provision, maintenance, managing check-in and check-out.

Property Standards Requirements: the minimum standards for a Property to be listed on the Website as notified to the Property Owner from time to time in writing.


2. PROPERTY OWNER ELIGIBILITY

2.1. To be eligible as a Property Owner you must:
(a) be at least 18 years old; (
b) be (and at all times remain) the freehold or leasehold owner of the Property, or be duly authorised to enter into this agreement for the licence of the Property;
(c) agree to the terms of the Occupancy Agreement;
(d) at all times be and remain a Member.

3. APPOINTMENT OF VEEVE AS AGENT

3.1. For the duration of the Availability Period (and any subsequent or additional Availability Period), each Property Owner appoints Veeve to be its sole agent (save for the sale or long-term tenancy of six (6) or more months of the Property unless otherwise agreed), and Veeve accepts the appointment on the terms of this agreement, to:
(a) promote the Property and list it on the Website (or any other website or listing service) as available for Booking;
(b) procure the Booking of the Property by Guests;
(c) manage the Booking of the Property;
(d) perform the Management Services;
(e) perform any other services agreed between Veeve and the Property Owner from time-to-time.

3.2. In accordance with paragraph 3.1, you shall:
(a) not, directly or indirectly (or appoint any other person, firm or company to) enter into, re-start, solicit, initiate or otherwise participate in any agreement, arrangement or understanding with a third party for the marketing or Booking of the Property; and
(b) refer all possible Bookings of the Property to the Website or Veeve.

3.3. Where Veeve finds evidence of a duplicate listing for a Property in breach of paragraph 3.2 above we reserve the right to terminate this agreement on notice with no obligation to honour any future Booking and pay to Veeve a fee of £1000 on demand.

3.4. You hereby grant to Veeve (and any persons authorised by Veeve) a licence to occupy the Property for the duration of the Availability Period in connection with the management of the Property, together with the right for Veeve to access and egress from the Property.

3.5. You permit Veeve to disclose to the local council and any other relevant authorities details of any Bookings in response to any request from such authorities or where Veeve is legally obliged to disclose such information.


4. PROPERTY OWNER’S OBLIGATIONS, WARRANTIES AND UNDERTAKINGS

4.1. If you are a Property Owner (or at any point become a Property Owner) you agree, acknowledge, warrant and undertake:
(a) that your acceptance of this agreement shall constitute your irrevocable agreement to the terms of the Occupancy Agreement;
(b) that you are responsible for keeping the Availability Period updated at all times;
(c) that Veeve shall be entitled to conclude Booking(s) of the Property for all or any part of the Availability Period without further notice or consent from you;
(d) that once you have agreed that the Property is available for a Booking during the Availability Period, you guarantee the Property will be available;
(e) to raise any issues, damage or other complaints of any nature about a Booking to Veeve within three (3) days or seventy-two (72) hours of the End Date.
(f) that the Property is in the same state and condition as it is described on the Website and in the Proposal. If, in Veeve’s sole discretion (acting reasonably), the Property is not in the same state and condition described on the Website or in the Proposal (or is otherwise unsatisfactory) you agree to pay Veeve’s costs of having to make good the Property. Veeve may deduct from the Accommodation Fee (and any other sums due to you) Veeve’s direct and indirect costs of having to make good the Property;
(g) that the Property complies with the Property Standards Requirements;
(h) that the Property is regularly cleaned to a professional standard and, that if any additional cleaning over and above the standard Veeve pre-check-in cleaning service is required to ensure the Property is in the condition required for a Booking to proceed, the Property Owner will request and pay for such additional cleaning in advance. Our cleaning standards are available upon request from hosts@veeve.com. A Deep Clean is recommended once per quarter and can be arranged by Veeve for Property Owners upon request and subject to the relevant fees at the time. Veeve will not be liable for quality issues that are flagged and reported as falling under Deep Clean but not acted upon. Where additional cleaning is required but is not requested in advance it will be provided by Veeve and the Property Owner will pay Veeve the additional cost of such cleaning together with an administration fee of £50; and
(i) to provide Veeve with, and to maintain, the Inventory.

4.2. Each Property Owner authorises Veeve (or persons authorised by Veeve) to:
(i) perform photo or video inventories in order to document the condition of the Property and Furnishings; and
(ii) take photographs of the Property to display on the Website.


5. CANCELLATION.

5.1. The provisions of clause 7 of this agreement shall also apply in relation to this Licence.

5.2. Once a Confirmation of Booking has been sent to the Guest the Property Owner is not entitled to cancel or terminate the Guest’s or Veeve’s right to occupy the Property pursuant to paragraph 4.1

5.3. If an owner requests to cancel a booking greater than 14 days ahead of check-in cancellation fees are:
(a) Relocation charges (difference in value of the new property) if applicable
(b) £500 cancellation penalty

5.4. If an owner requests to cancel a booking between 14 and 7 days ahead of check-in, cancellation fees are:
(a) Relocation charges (difference in value of the new property) if applicable
(b) £500 cancellation penalty
(c) 50% of the cost of the original gross booking value less 50% of the owners’ original earnings

5.5. If an owner requests to cancel a booking less than 7 days ahead of check-in, cancellation fees are:
(a) Relocation charges (difference in value of the new property) if applicable
(b) £500 cancellation penalty
(c) 100% of the cost of the original gross booking value less 100% the owners' original earnings
(d) Cleaning fees.


6. PROPERTY OWNER TERMINATION

6.1. Subject to paragraph 6.2 and 6.3, Property Owners may terminate this agreement after the initial year by providing thirty (30) days written notice to us.

6.2. If you cancel any of your obligations under this agreement and Veeve has already confirmed a Booking of the Property, you shall be liable to Veeve for:
(a) the costs of relocating the Guest to a similar or higher standard property; and
(b) a fee of £500 per Booking
(c) any applicable cancellation charges from booking platforms.

6.3. You may not terminate this agreement if you have agreed with Veeve a period of exclusivity for the listing of a Property and the period of exclusivity has not yet expired unless you pay to the Veeve a cancellation fee of up to £500 to cover your onboarding costs.

6.4. Unless otherwise agreed in writing, the Availability Period shall not be less than six (6) weeks per calendar year and if you terminate this agreement within twelve (12) months of the date of this agreement, and on termination have not made the Property available for six (6) weeks or more, you will pay Veeve a fee of £500 to reimburse their costs.


7. VEEVE TERMINATION

7.1. Subject to paragraph 7.2 and 7.3, Veeve may terminate this agreement after the initial year by providing thirty (30) days written to the Property Owner.

7.2. If Veeve cancels any of their obligations under this agreement and Veeve has already confirmed a Booking of the Property, that Booking will still be honoured unless, at Veeve’s sole discretion, Veeve deem a cancellation or relocation to be required.

7.3. Veeve may stop further marketing of the Property pursuant to paragraph 8 if the Property Owner does not comply with their obligations under this agreement, including but not limited to meeting the Property Standards Requirements. Where this applies any penalites in clause 6 will apply.


8. MARKETING OF THE PROPERTY

8.1. You agree and acknowledge that you (as the Property Owner) are responsible for confirming all the information, including images, videos, text and other content (“Content”), relating to the Property is materially accurate and you shall inform us as soon as reasonably practicable if any Content is untrue, inaccurate or incorrect. Veeve will have no liability to you for any misleading statement, inaccuracy, or error as long as we have provided you with a reasonable opportunity to check the photographs and descriptions we have used.

8.2. Photographs or descriptions provided by Veeve are our intellectual property and we are free to use them for any reasonable purpose. Where you have provided us with photographs and descriptions, you grant us an unlimited worldwide license to use them for the purpose of marketing the Property on our website, in other marketing materials and through booking platforms and third-party providers.

8.3. If you make any material changes to the design, layout or content of the Property which would render the Content inaccurate or incorrect you will notify Veeve within seven (7) days of the relevant change and we will amend the Content as necessary.

8.4. You agree and acknowledge that Veeve may market or list the Property on any other suitable platforms or listing service at Veeve’s discretion and any fees payable to those platforms for the listing of the Property and any confirmed booking will be paid by you, and this may include specific subscription requirements or platform-related commissions on a Booking. Any reference in this agreement to a listing of the Property on the Website shall be deemed to include any other website, platform or listing service.


9. PROPERTY OWNER INDEMNITY

9.1. You hereby agree to indemnify, defend and hold harmless Veeve, its subsidiaries, successors, assignees, affiliates, agents, directors, officers, employees and shareholders from and against any and all claims, liabilities, obligations, damages, losses, expenses, and costs, (including but not limited to any direct, indirect or consequential losses, loss of profit, loss of reputation and all interest, penalties and legal costs (calculated on a full indemnity basis) and all other reasonable professional costs and expenses) suffered or incurred by Veeve arising out of or in connection with:
(a) the Property Owner's breach, negligent performance or non-performance of this agreement;
(b) the unavailability of the Property as described in paragraph 6.2 of this schedule;
(c) the relocation of a Guest as described in paragraph 10.3 of this schedule;
(d) the enforcement of this agreement.


10. MAINTENANCE

10.1. Property Owners shall be responsible for the maintenance of their Property to ensure that the Property meets the Property Standards Requirements. As such, Veeve recommends that the Property Owner takes out:
(a) the insurance cover described in paragraph 11.1 of this Schedule; and
(b) suitable maintenance insurance policies / cover (for example, boiler & heating cover; plumbing & drains cover; home electrical cover; etc.).

10.2. In the event the Property becomes unsafe for continued Guest occupation during a Booking, you authorise Veeve to carry out such emergency Maintenance Services as are reasonably required to render the Property safe and to prevent further damage being caused to the Property, and the cost of such Maintenance Services shall be deducted from the Accommodation Fee. If the cost of such Maintenance Services exceeds the Accommodation Fee for the Booking, any excess will be invoiced to the Property Owner or deducted from the Accommodation Fee payable for other Bookings at Veeve’s sole discretion.

10.3. If, in Veeve’s reasonable opinion, a Guest cannot occupy the Property (because, for example, the Property becomes unsafe or the condition of a Property requires the relocation of a Guest), you shall indemnify Veeve in respect of its loss.

10.4. Veeve will provide a 24-hour emergency and non-emergency maintenance response service to deal with any maintenance issues arising during a Booking.

10.5. if you do not wish to use the service provided pursuant to paragraph 10.4 and wish to appoint your own third party maintenance provider, you must notify Veeve either prior to signing this agreement or before 1 December in any year for such arrangement to take effect form the following 1 January and provide details of the relevant third party contractor, including 24-hour phone numbers, in writing to hosts@veeve.com. You will be responsible for meeting the Service Levels that we require of our own maintenance providers, including call-out times and issue resolution where you elect to use your own providers. Veeve will not be responsible for any works carried out to the Property by any such contractor and will not be liable for any damage caused to the Property by any such contractor.

10.6. Veeve may carry out any other Maintenance Services to the Property during a Booking up to a maximum cost of £500 plus VAT without having to obtain your prior authority where such works are required to:
(i) prevent the Property from becoming unsafe, unsanitary or insecure for occupation by the Guest;
(ii) prevent further damage being caused to the Property or its contents;
(iii) ensure the Property is fit for habitation and has sufficient heating, lighting and running hot and cold water.
(iv) That all appliances and other facilities in the Property are in good working order.

10.7. Where the cost of any non-emergency Maintenance Service required during a Booking is likely to exceed £250 plus VAT then Veeve will use reasonable endeavours to contact you to discuss the most expedient and cost-effective solution prior to arranging for the relevant Maintenance Services to be carried out.

10.8. The cost of any Maintenance Services provided pursuant to paragraphs 10.6 and 10.7 shall be deducted from the Accommodation Fee and in the event that the cost of such Maintenance Services exceeds the Accommodation Fee for the Booking, any excess will be invoiced to the Property Owner or deducted from the Accommodation Fee payable for other Bookings.

10.9. Where any maintenance issues in the Property lead to a reduction of the Fee by the Guest, the full deduction will be covered by the Property Owner as a reduction in the Accommodation Fee and any excess will be invoiced to the Property Owner or deducted from other Bookings.

10.10. If it is necessary to undertake additional work, such as cleaning (other than the standard pre-stay cleaning), moving furniture or equipment, or repairs, and this additional work results from a failure by you to meet your obligations under the agreement, we reserve the right to charge you for that additional work by our internal maintenance at a rate of £70 per hour (plus VAT). Where possible we will always inform you when additional work is required. Any fees for such additional work will be deducted from your host payment


11. KEYS

Veeve requires Property Owners to provide a minimum of four (4) full sets of working keys, (or fobs or codes as applicable) including all access doors, windows, internal lockable cupboards with service media access. Veeve strongly recommends that Property Owners only provide keys that cannot be cut or duplicated for security purposes.


12. FEES AND CHARGES

12.1. Subject to clause 12.3, Veeve shall pay to the Property Owner the Accommodation Fee minus Commission (in GBP) for any Guest stays completed during a given calendar month on or around the 12th of the following month. (For example, any stay that has checked out during the month of December will be paid to you on or around 12th January). Any costs, fees or expenses we have incurred on your behalf in performing our obligations under agreement, or for any additional work you have asked us to complete or which we have otherwise deemed necessary, or charges or amounts withheld for taxation purposes will be deducted before payment in all cases.

12.2. For the avoidance of any doubt, no fees shall be payable:
(a) for any period in which the Property is not Booked;
(b) if a Booking is cancelled with more than 5 days’ notice; or
(c) if a Booking is cancelled via a booking platform where the platform’s terms of cancellation supersede the terms of this agreement and provided a refund is due to the Guest;
(d) if a Guest successfully claims a chargeback from their credit card company and
(e) if the Property Owner cancels the Booking for any reason.

12.3. Unless agreed in writing with the Property Owner, the Accommodation Fee minus the Commission will only be paid into an account in the name of the Property Owner at a UK clearing bank. The Property Owner shall be responsible for, and shall pay, any fees deducted from the Accommodation Fee by the Property Owner’s bank.

12.4. Subject to clause 12.1 and 12.5, in the event a Booking is cancelled by the Guest for convenience, and provided any relevant platform cancellation policy does not override this clause, Veeve shall pay to the Property Owner, in line with clause 12.1, the Accommodation Fee minus Commission that has been received from a Booking.

12.5. If at any time for any reason there is fraud, suspected fraud or suspicious Guest activity which could put the Property or the Property Owner at risk, Veeve reserves the right to cancel any Booking at any time. In this scenario neither the Property Owner nor Veeve will receive funds for the Booking and any funds which have been paid by the Guest may at Veeve’s sole discretion be refunded in full to them.

12.6. If any payment by a Guest is disputed via their bank, credit card company, booking platform or any other intermediary, the Commission, Veeve’s fees and the Accommodation Fee will be at risk. If the payment to the Property Owner has already been made by Veeve before a dispute is raised by the Guest or the relevant platform, and monies are reclaimed in any circumstances from Veeve by the Guest’s bank, credit card company, booking platform or intermediary, Veeve reserves the right to reclaim the relevant part of Accommodation Fee paid to the Property Owner. Veeve will manage any dispute that may arise and may request information from the Property Owner which is reasonably required to support the case.

12.7. In the event a Guest overstays, and such overstay results in the Property not being ready for re-occupancy by 18:00 on the End Date (or if such overstay results in the Property Owner not being able to reoccupy the property at the end of an Availability Period), a one-off fee of £50 shall be payable to the Property Owner unless otherwise agreed in writing.

12.8. Each Property Owner agrees and undertakes to pay to Veeve (without any deduction) the Maintenance Fees in full (in GBP), should any such fees arise.

12.9. Veeve will charge a up to 20% fee for the administration and supervision of any third party maintenance or other requested services at the Property.

12.10. Veeve may deduct from the Accommodation Fee (and any other sums due to the Property Owner) the Commission and any sums that you owe to Veeve at any time. If such fees exceed the Accommodation Fee, Veeve shall submit an invoice which gives details of the services provided and the amount payable for such services. The Property Owner shall pay each invoice submitted by Veeve within fourteen (14) days of receipt.

12.11. The Property Owner shall be responsible for any and all taxes (whether of the UK or elsewhere) for which the Property Owner is liable in connection with this agreement.

12.12. Veeve advises you to declare any income you receive. Veeve may be required to inform HMRC of income you have received as a result of Guests staying in your Property.

12.13. If you are a resident outside the United Kingdom, you agree to ensure that you check whether you are required to obtain a waiver from the HMRC Residency Team. If you do not obtain such a waiver, then you agree to compensate Veeve in the event of any obligation being imposed on us by HMRC to pay tax on your behalf and/or any fine or other penalty being levied against us as a result. We may withhold a portion of any amounts payable to you if required by HMRC or relevant tax law.

12.14. In the event of the Property Owner entering into a tenancy of the Property for more than six (6) months with a Member introduced to the Property or any other property belonging to the Property Owner by Veeve or to any other party introduced to the Property Owner at any time by Veeve, the Property Owner hereby agrees to pay Veeve 10% plus VAT of the total rent payable under the tenancy upon the commencement of such tenancy.

12.15. In the event of the Property Owner agreeing to sell the Property to a Member introduced to the Property by Veeve or to any other party introduced to the Property Owner at any time by Veeve, the Property Owner hereby agrees to pay Veeve 1% of the total sale price plus VAT upon completion of such sale.


13. PROPERTY OWNER INSURANCE

13.1. Veeve (and/or its partner listing portals (for example, Homes and Villas by Marriott International, Booking.com, VRBO or Airbnb, etc.)) may provide certain insurance cover to the Property Owner to cover the additional risk to your home’s contents caused by any acts or omissions of a Guest during a booking. This is subject to a number of exemptions which includes but is not limited to valuables, cash, cash equivalents and only applies during a Guest’s stay. You will need to maintain your own property insurance for times during which the property is not let by us and/or to cover those exclusions and limitations not covered in our policy. Please contact us for a summary of the insurance terms and conditions.

13.2. Veeve requires the Property Owner takes out buildings and contents insurance to cover, amongst other things, damage caused to the Property and the Furnishings or losses in relation to the maintenance of the utilities and/or the Property unless a third party is responsible for effecting insurance for the building of which the Property forms part, in which case the Property Owner will procure that such insurance is in place.

13.3. In the event of any damage to the Property or the Furnishings or theft from the Property during a Booking which is covered by any insurance cover taken out by the Property Owner, or by an insurance policy covering the building of which the Property forms part of, Veeve shall, in consideration of any applicable fees which shall be payable by the Property Owner, use commercially reasonable endeavours to provide any information reasonably required by the Property Owner to make a claim(s) to the insurance company for losses covered by the relevant insurance policy, provided that the Property Owner reports any loss or damage to the Property, the Furnishings or the Property Owner’s possessions within three (3) days and ideally within forty-eight (48) hours of the relevant End Date (end of relevant booking)

13.4. In the event of any damage to the Property or the Furnishings or theft from the Property during a Booking which is covered by insurance cover taken out by Veeve or the platform through which the Booking was made, Veeve shall use commercially reasonable endeavours to make a claim on behalf of the Property Owner provided that:
(a) the Property Owner reports any loss or damage to the Property or the Furnishings or any theft within three (3) days and ideally within forty-eight (48) hours of the relevant End Date (end of relevant booking);
(b) provides all other information which may reasonably be required by Veeve to submit an insurance claim on behalf of the Property Owner within seven (7) days and ideally within forty-eight (48) hours of the relevant End Date (end of relevant booking) of a written request.
(c) provides any information required by the insurer within seven (7) days and ideally within forty-eight (48) hours of the relevant End Date (end of relevant booking) of a written request.
(d) Any claim made is subject to a £500 excess charge per successful claim made, and will be deducted from any pay-out, where possible a deposit maybe used but is at the sole discretion of Veeve

13.5. You acknowledge and agree that Veeve shall only perform the insurance management services that have been agreed in advance of submitting a claim, in writing.

1.2. For the purposes of paragraph 13.4 of this Schedule 2, the Property Owner party shall use all reasonable endeavours to promptly execute and deliver such documents and perform such acts as may reasonably be required to support any such claim.


14. GDS PARTICIPATION VIA TRUSTED STAYS

14.1. If your property qualifies, Veeve can provide access the corporate GDS (Global Distribution Systems) via our Partner, Trusted Stays. Where applicable there may be additional requirements in terms of amenities and standards which will be communicated to you where relevant upon participation in this platform.

14.2. Hospira You confirm that ‘we’ will use Hospira technology to support the marketing and operational management of your property and have agreed to the Hospira Website Terms of Use.

View Hospiria Website Terms of Use here.



Last Updated: 2nd September 2025