Last updated: 25 October 2026
These terms apply when you join Bnbly Response, use the members' fault reporting page, or ask us for an emergency call-out as a non-member. Please read them before joining. If anything isn't clear, email hello@bnbly.co.uk.
1. About us
Bnbly Response is a service of Bnbly, run by A S K B Property Ltd, a company registered in England and Wales (company number 16618525), registered office c/o Milsted Langdon LLP, Freshford House, Redcliffe Way, Bristol, BS1 6NL. In these terms, "we" and "us" means A S K B Property Ltd and "you" means the person joining or asking for help.
2. The service
Bnbly Response is a 24/7 emergency and maintenance call-out service for residential property. We send our own team to make things safe and carry out repairs. It is not an insurance policy. Your membership gives you access to the service and member rates; it does not pay for repairs.
We currently cover Weston-super-Mare, Bristol, Bath and parts of the South West. We'll confirm whether your property is covered when you join.
3. Membership plans
- Response Free: no monthly fee. You can ask us to attend, at our standard hourly rate, and jobs are attended in queue order.
- Response Priority: a monthly fee for each property on your plan. You get your own members-only 24/7 Response line, your jobs go to the top of the job queue, and you pay our discounted member hourly rate at every property on the plan.
Priority prices per property, per month, including VAT: 1 property £79 · 2 to 4 properties £69 each · 5 to 9 properties £59 each · 10 or more properties £49 each. The price for every property on your plan is set by the total number of properties on it. The discount applies to the membership fee only; job charges are at our Priority rates.
Founding offer: new Priority members covering one property pay £1 for their first month, then £79 a month, when they join by 31 December 2026. The offer is applied at checkout, can be used once per member, and the 3-month minimum term still applies. It isn't available on plans with two or more properties, which get the lower per-property price instead.
Hourly rates are confirmed to you when we accept your membership and before any work is carried out.
4. Joining
- You must be 18 or over and either own the property or be authorised by the owner to arrange repairs on it.
- The information you give us must be accurate. Please tell us if anything changes, especially access arrangements and tenant contact details.
- Your membership starts when we confirm it. For Priority, cover starts once your first payment has gone through, and we'll then send you the Response line number.
- Your membership covers only the property addresses listed on your plan. Every covered address must be listed; we can decline to attend an address that isn't on your plan, or attend it at non-member rates. To add or remove a property, email hello@bnbly.co.uk and we'll update your plan and your monthly price.
5. Membership payments
- Priority is paid monthly in advance by card through our payment provider, Stripe, starting on the day you join.
- If a payment fails, Stripe will try again. If it still can't be collected, your membership may move to Free until payment is made.
- We may change the monthly price. We'll give you at least 30 days' notice by email, and you can cancel before the change takes effect.
6. Cancelling
- Minimum term. Priority has a minimum term of 3 months, or 12 months if your plan has 10 or more properties, starting from your first payment. After the minimum term, you can cancel at any time.
- How to cancel. Email hello@bnbly.co.uk before your next payment date and your Priority cover will end at the end of the month you've paid for (or at the end of your minimum term, if later). You then keep Free membership unless you ask us to close it.
- Members who joined Priority before 25 October 2026 keep their original terms, with no minimum term.
- Your 14-day right to cancel. If you're a consumer, you can cancel within 14 days of joining and get a refund. If you've asked us to attend a call-out during those 14 days, we may deduct a fair amount for the service you've received.
- We don't refund part months, except as required by law.
7. Call-outs and job charges
- Labour is charged at your plan's hourly rate. Parts and materials are charged on top, and both are shown on your job report.
- Non-member emergency call-outs are charged. We'll confirm the call-out charge and hourly rate with you on the phone before anyone is sent, and nothing is charged unless you agree.
- If a job can't be finished on the first visit, we'll make the property safe and agree the next steps and cost with you before doing more work.
- Specialist work, such as gas appliance repairs or major electrical work, may need a separately quoted visit by a qualified engineer.
- Job invoices are due within 14 days unless we agree otherwise.
8. Response times
"Average under 48 minutes" is our average time from a Priority member's call to an engineer arriving. It's an average, not a guarantee for every job. Actual times depend on location, traffic, weather and how many emergencies we're handling. Online fault reports are not monitored as quickly as the Response line: for emergencies, always call.
9. Emergencies we can't handle first
- If anyone is in danger, call 999.
- If you smell gas, call the National Gas Emergency Service on 0800 111 999 before contacting us.
- We may refuse or stop work if it isn't safe for our team, if there are signs of asbestos, or if access isn't possible.
10. Your responsibilities
- Give us safe access to the property at the agreed time, or let us know in advance if plans change. If we can't get in when we arrive, we may charge for the time spent.
- Make sure tenants or occupants know we may contact them and attend.
- Keep pets secured while we're working.
- Keep the Response line number to yourself, your tenants and whoever is at the property. Don't publish it or share it more widely. We may suspend membership if the line is misused.
11. Our standard of work
We'll carry out work with reasonable care and skill, as required by the Consumer Rights Act 2015. If something we did isn't right, tell us as soon as possible and we'll come back to put it right.
12. Our responsibility for loss or damage
- We're responsible for loss or damage you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill.
- We're not responsible for loss or damage that wasn't foreseeable, that was caused by something outside our reasonable control, or that existed before we arrived, such as an existing leak or a fault in old wiring.
- If you're using the service for a business, such as a portfolio of rented properties, we're not responsible for loss of rent, loss of profit or business interruption.
- Nothing in these terms limits our responsibility for death or personal injury caused by our negligence, for fraud, or for anything else the law doesn't allow us to limit.
13. If we end your membership
We may end or suspend a membership if payments aren't made, if the Response line or our team is misused or treated abusively, if false information was given, or if we stop covering your area. Where we end it for reasons that aren't your fault, we'll refund any payment for time you haven't had.
14. Complaints
If you're unhappy with anything, email hello@bnbly.co.uk with your member number or job reference. We'll acknowledge your complaint within 2 working days and aim to resolve it within 14 days.
15. Changes to these terms
We may update these terms. We'll give members at least 30 days' notice by email of any change that affects them, and you can cancel before it takes effect.
16. Law
These terms are governed by the law of England and Wales. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts.