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Fairness Guarantee

We put our guests at the heart of everything we do and our fairness guarantee means you can book with confidence. Our terms and conditions have been designed to be fair and easy to understand. We know that at the moment things can quickly change - that's why all bookings are fully flexible and you can move your stay without penalty. If the worst happens and covid restrictions affect your stay - you will always be entitled to a refund. No ifs, no buts - just fairness.

We created igloo during the pandemic -what we quickly learned from customer experiences was that many contracts that guests had entered into with other agencies were not fair. So when we were starting igloo we created a refund policy that would always be simple and fair to the guest, to the owner of the property and to us as agents.

Following guidance from the Competition and Markets Authority, our Terms and Conditions were created with consumer fairness in mind. We will always refund your deposit should you need to cancel, but we will retain the small booking fee to cover our reasonable costs such as card handling fees. Each booking fee is a small percentage of your booking. If you move your booking to a future date, you will not lose this booking fee.

Spending your money with us is a safe option. We do not pay our owners or pay ourselves commission until you have stayed with us. This means igloo always has full control over refunds.



All our bookings are fully flexible and can be moved without penalty. If moving from off peak to peak week there may be adjustment in price.


To secure your booking we just require 25% deposit - the remainder is due 30 days before your stay.


Our booking deposits are always refundable - to cover this we collect a small charge when you book for our reasonable costs such as card handling.


If your booking is affected by covid-19 restrictions - that stop you travelling, stop us hosting you or limit group size, you are entitled to a full refund.


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