Last updated: January 2025 · These terms apply to all professionals making accommodation requests through ProNest.
ProNest is a marketplace platform operated by ProNest Living Ltd that facilitates introductions between verified professionals and independent hosts offering work-ready accommodation. ProNest is a technology platform and marketplace intermediary. ProNest is not a provider of accommodation, is not a party to any accommodation agreement, and is not responsible for the performance, conduct, or obligations of either the host or the guest. All accommodation is provided by independent hosts, who remain solely responsible for listing accuracy, property condition, safety, and legal compliance.
Payments are facilitated through approved payment methods and may be processed through authorised third-party payment service providers, including Stripe, regulated to provide payment services in the UK. ProNest does not provide regulated payment services and does not hold client money as an unregulated escrow service.
Payout timing, any applicable deductions, chargeback handling, and any payment holds or reserves are governed by the applicable booking summary, the payment provider’s terms and processes, and the related Host Terms where applicable.
You agree not to initiate unjustified chargebacks or payment disputes. Where a chargeback is raised, ProNest reserves the right to provide relevant booking records to the payment provider and to take steps to recover any resulting shortfall through lawful means.
Cancellation terms applicable to each booking will be confirmed in the booking summary before payment is completed. The following general framework applies, subject to the specific terms confirmed at the time of booking.
If you cancel a confirmed booking before check-in, the refund amount will depend on the cancellation terms confirmed at the time of booking. ProNest platform service fees may be non-refundable in whole or in part where the cancellation occurs after booking confirmation, except where the host is responsible for the cancellation or where the property is materially misdescribed.
If a host cancels a confirmed booking before check-in, ProNest will use reasonable efforts to assist you in finding an alternative arrangement. Where a host-initiated cancellation results in no alternative being available, accommodation payments will be refunded. ProNest service fees will also be refunded where the cancellation is due to host fault or action.
If on arrival the property is unavailable, materially different from how it was described in the listing, or otherwise unfit for the stay, you should notify ProNest as soon as reasonably practicable. ProNest will investigate and, where the complaint is substantiated, will use reasonable efforts to facilitate an appropriate remedy including a partial or full refund of accommodation and any applicable ProNest service fees.
If you fail to check in on the agreed arrival date without prior notice of cancellation, the booking will be treated as a no-show. No refund will ordinarily be due for a no-show unless otherwise agreed in the booking terms.
If you choose to leave the property before the agreed checkout date, no refund will ordinarily be due for the remaining period unless the early departure is due to circumstances within the host’s control or a breach of the listing description.
Where a refund is agreed and processed, the timing of the refund to your original payment method will depend on your payment provider and may take up to 10 business days from the date the refund is issued.
Where you have a complaint or dispute regarding a refund, please contact ProNest at hello@pronest.co.uk before initiating a chargeback with your payment provider. Unjustified chargebacks may result in account suspension. ProNest will provide relevant booking records to the payment provider where required to contest an unjustified chargeback.
Any extension, modification, or renewal of a booking originating through ProNest must be processed through the platform during the Protected Period. Platform commission applies to all modifications.
The Protected Period means the period of 12 months from the date a host and guest are first introduced through the ProNest platform.
You agree not to arrange related bookings with an introduced host outside ProNest during the Protected Period. If a booking is completed outside the platform during this period, ProNest reserves the right to charge the equivalent commission fee that would have been payable had the booking been completed through the platform. Circumvention may result in account suspension.
As a professional guest you agree to treat the property with care and respect, comply with house rules, not sublet or allow unagreed additional occupants, report damage promptly, and vacate by the agreed checkout time. Guests who cause damage or engage in unacceptable conduct may be removed from the platform.
The host, not ProNest, is responsible for listing accuracy, property condition and safety, and compliance with applicable law. ProNest does not guarantee the suitability or quality of any listing.
ProNest may modify platform features, booking processes, or terms with reasonable advance notice. Continued use constitutes acceptance of the updated terms.
If you experience a problem with a booking or accommodation arranged through ProNest, please submit your complaint to hello@pronest.co.uk as soon as reasonably practicable, providing relevant details and supporting information.
Upon receiving a complaint, ProNest may request further information from both the host and the guest in order to understand the circumstances. ProNest may investigate the matter and attempt to facilitate a fair resolution between the parties.
Where appropriate, ProNest may pause the release of contact details, payouts, or refunds while a dispute is under review. ProNest will aim to notify the relevant parties if such a hold is applied.
ProNest acts as an intermediary throughout any dispute process and does not guarantee a particular outcome. The resolution of any dispute between a host and a guest remains ultimately a matter between those parties. ProNest’s involvement in a dispute does not make ProNest a party to the underlying accommodation arrangement.
These Booking Terms are governed by the laws of England and Wales. Disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales, except where mandatory consumer protection laws applicable in your jurisdiction provide otherwise. Nothing in these Booking Terms limits or excludes any rights you may have as a consumer under applicable mandatory law.
Booking queries: hello@pronest.co.uk