These Terms of Letting set out the contractual terms that apply to bookings that are made with Shaftesbury Housing Association trading as Sanctuary Management Services and it’s Assignees of Chamber Court, Castle Street, Worcester WR1 3ZQ. Please read them carefully as they will form the part of a legally binding contract, and do include some exclusions and limitations of liability.

For the purpose of these Terms of Letting, any reference to “us”, “our” or “we” means Sanctuary Management Services and any reference to “you” “your” or “client” includes the Visitor and/or (as the context requires) any person staying in our accommodation. The “Visitor” means the person signing the Reservation Form. We recommend that the Visitor gives a copy of these Terms of Letting to all members of his or her party.

1.Bookings
Once the accommodation has been confirmed online and payment in full for the duration for the stay has been received by us, the booking will then form a legally binding contract.

2.Payment
Payment for the entire duration of your stay must be received to confirm booking. Payment can be made by credit or debit card.

3.Adding extra nights
You may add additional nights by either making a new reservation online or by contacting the residence office.

4.Cancelling Your Booking or Reducing the number of nights
No refunds are given unless a request to cancel or reduce the number of nights has been received by the residence office in writing by email or letter not less than 14 days before the start date of your booking. No refunds or booking amendments can be made after your booking has commenced.

5.Sanctuary Management Services' Right to Refuse
All offers of accommodation are subject to availability. We reserve the right at any time before issuing a Confirmation Schedule to withdraw or amend these Terms of Letting, but in that case we will notify the Visitor of the change and give you the opportunity to cancel your application without charge. If we are unable to take a booking we refund payment in full to the Visitor.

6.VAT
All prices are inclusive of Value Added Tax (“VAT”), where applicable. The contract details will specify if VAT is applicable to this contract. Should the VAT rate rise, or any government bodies introduce additional taxes or levies that affect the price of your reservation, we reserve the right to pass on these increases.

7.Joint Bookings
The Visitor is responsible for full payment to us of the price of the booking (including any damage charges) and signs on behalf of, and is responsible for, all persons for whom the booking is completed.

8.Arrival and Departure
Rooms will not be available until 2.00 pm on the arrival date and you must leave your accommodation by 10.00 am on the morning of your departure. The Visitor is responsible for ensuring that all members of his party arrive and depart at the proper times. We reserve the right to charge for additional days if rooms are not vacated on time.

9.Visitor Accommodation Limitation
You must not allow the rooms to be occupied by more than the designated occupancy level (all are single occupancy rooms) or modify significantly the makeup of your party during the duration of your stay. Failure to adhere to this stipulation may result in additional charges being incurred.

10.Child Age Restriction
Children under the age of 12 will not be allowed in our Halls of Residence for safety reasons. We reserve the right to verify the age of children either during the booking process or on site. If it is not possible to resolve the age of any child on site to our reasonable satisfaction, then he or she may be refused accommodation or asked to leave under the supervision of the appropriate responsible adult from the relevant party.

11.Pets
Pets or other animals must not be brought onto the premises. If they are, we may ask you to leave, and your fees will not be refunded.

12.Visitor Obligations
You must keep and leave the accommodation clean and tidy. The Visitor will be liable to us for the cost of making good any damage done by members or delegates in their party. Breakages and damage should be reported as soon as possible. We reserve the right to charge for additional nights if a room has been left in a condition which makes it temporarily unfit for hire.
The Visitor remains responsible for the behaviour of all members of their party. We reserve the right to ask any member of the party or associated person to leave the premises should their behaviour cause or threaten injury, disruption or distress to any person or damage to any property. You must also comply with fire regulations including any fire drills that take place during your stay.

13.Sanctuary Management Services' Right of Entry
You must allow our on-site representatives or agents access to accommodation at any reasonable time on reasonable cause.

14.Services
Where linen and weekly service is provided in the booking details, Housekeeping will entry the rooms once a week to vacuum the floor (the floors need to be clear for this to occur), change the bed linen and towel and clean the en-suite shower room. Visitors are asked to put the rubbish from their rooms into the kitchen for daily collection. Kitchens and communal areas will be cleaned daily. Visitors are responsible for doing their own washing up. Rooms will also be serviced between bookings for new individuals and groups. The supply of electricity, gas and water is included in the lettings price. There are no additional charges for use of common rooms and other facilities, but these will only be available if they have not been reserved for the use of teaching and/or other groups.

15.Limitation of Liability
We accept no liability for theft, loss, damage or injury sustained by the Visitor or members of his/her party during their stay, except where such theft loss damage or injury is caused as a result of an act, omission or breach of common law duty of care by Sanctuary Management Services or its principals.

16.Complaints
We hope that you have a trouble free and enjoyable stay, but we recognise that things can and occasionally do go wrong. Any cause for complaint should be notified to the Residence Office during office hours or the duty officer outside office hours. If it has not been possible to rectify your complaint during the duration of our stay, please write to the Business Development Manager, Dinwiddy House, 189-205 Pentonville Road, London, N1 9NF within 28 days of your departure. After this period, our ability to investigate the matter may be severely hampered, and we reserve the right to reject any claim.

17.Currency of payment
All payments will be denominated in £ sterling. No other currency will be accepted in full or part payment.

18.Law
Any contract created in accordance with these terms and conditions shall be subject to English law.

19.Data Protection Act 1998
19.1 We shall comply with the provisions of the Data Protection Act 1998, (as amended from time to time), with regard to obtaining, recording, holding and processing personal data about you, which shall be adequate, relevant, accurate and shall not be excessive in relation to the purposes for which it is required. We will allow you to inspect the personal data held about you, but not information which has been provided in confidence by a third party. Subject to you giving us reasonable written notice, and paying us a reasonable fee, (which shall not exceed the maximum fee set down by Parliament), we will provide you with details of the data within forty days of receipt of the request.

19.2 You consent to us holding and processing any personal information (including sensitive personal data) that you have provided or has been provided by third parties or will be provided in the future for the proper performance of the Parties mutual obligations under this Agreement. This may include disclosure to certain third parties who are entitled to receive the information. Your personal data will be processed in accordance with the law.

19.3 By accepting this agreement you are consenting to the Association processing your personal data.