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Surehaven Stays

Terms of Service

Last updated: December 2024

1. Introduction

These Terms of Service ("Terms") govern your use of the Surehaven Stays website and accommodation services. By making a booking or using our services, you agree to be bound by these Terms. Please read them carefully.

2. Booking and Reservations

2.1 Making a Booking

To make a booking, you must be at least 18 years old and provide accurate personal information. A booking is confirmed once you receive a confirmation email from us and payment has been processed.

2.2 Pricing

All prices are quoted in GBP and include VAT where applicable. Prices are subject to change without notice, but confirmed bookings will be honoured at the quoted price.

2.3 Payment

Payment is required to confirm your booking. We accept major credit and debit cards. For longer stays, payment plans may be available upon request.

3. Cancellation Policy

Our cancellation policy varies depending on the length of stay:

  • Short stays (less than 7 nights): Free cancellation up to 48 hours before check-in. Cancellations within 48 hours are non-refundable.
  • Weekly stays (7-27 nights): Free cancellation up to 7 days before check-in. 50% refund for cancellations within 7 days.
  • Monthly stays (28+ nights): Free cancellation up to 14 days before check-in. 50% refund for cancellations within 14 days.

Refunds will be processed within 5-10 business days to the original payment method.

4. Check-in and Check-out

  • Check-in: From 3:00 PM onwards
  • Check-out: By 10:00 AM

Early check-in or late check-out may be available upon request and subject to availability. Additional charges may apply.

5. House Rules

By staying at our properties, you agree to:

  • No smoking inside any of our properties
  • No parties or events without prior written approval
  • Respect quiet hours (10:00 PM - 8:00 AM)
  • No pets unless explicitly agreed in writing
  • Keep the property clean and tidy
  • Report any damages or maintenance issues promptly
  • Not exceed the maximum occupancy stated in your booking
  • Use parking spaces responsibly and as directed

6. Damages and Security Deposit

A security deposit may be required for certain bookings. This will be clearly stated at the time of booking. Guests are responsible for any damage caused during their stay beyond normal wear and tear.

If damage is discovered after check-out, we will contact you with photographic evidence and an itemised cost. We reserve the right to charge the payment method on file for damage costs.

7. Liability

While we take reasonable care to ensure our properties are safe and secure:

  • We are not liable for loss or damage to your personal belongings
  • We recommend guests obtain appropriate travel insurance
  • We are not liable for any interruption to utilities or services beyond our control
  • Our liability is limited to the amount paid for your booking

8. Property Access

We reserve the right to access the property for maintenance, emergencies, or inspections. Except in emergencies, we will provide reasonable notice before accessing the property during your stay.

9. Intellectual Property

All content on our website, including text, images, logos, and design, is the property of Surehaven Stays and is protected by copyright laws. You may not reproduce, distribute, or use our content without written permission.

10. Referral Programme

Our referral programme terms:

  • Referral rewards are issued after the referred guest completes a stay of 28+ days
  • The referred guest must be a new customer
  • Gift cards are issued within 14 days of the stay completion
  • We reserve the right to modify or terminate the programme at any time

11. Governing Law

These Terms are governed by the laws of England and Wales. Any disputes arising from these Terms or your use of our services shall be subject to the exclusive jurisdiction of the courts of England and Wales.

12. Changes to Terms

We may update these Terms from time to time. Changes will be posted on this page with an updated revision date. Continued use of our services after changes constitutes acceptance of the new Terms.

13. Contact Us

If you have any questions about these Terms, please contact us: