1.1 What these terms cover. These are the standard terms and conditions (“terms”) on which we supply services to you. These terms tell you who we are, how we will provide services to you, how you and we may change or end the contract, what to do if there is a problem and other important information.
1.2 Why you should read them. Please read these terms carefully before you submit your booking to us. You accept these terms yourself and on behalf of all members of your party whether you are booking as a guest or on behalf of others. You agree that your booking is strictly subject to these terms and that in relation to your use of the accommodation you booked with us you agree to be strictly bound by these terms and by any applicable terms of the accommodation providers (“accommodation provider”).
1.3 Other applicable terms. When you make a booking the following additional terms and policies will be applicable and please read these carefully:
(c) The general policies, terms and conditions of the accommodation providers, which set out important terms for example on the use of the accommodation, cancellation policy, limitation of liability, etc. Copies of the applicable terms and policies are available on our website under the page on the accommodation providers.
Please note that the terms and these policies may be amended at any time and therefore please check them regularly.
2.1 Who we are. We are The Goldbrooke Group Limited trading as Goldbrooke, a company registered in England and Wales. Our company registration number is 10558212 and our registered office is at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ. Our registered VAT number is 278 2653 68.
2.2 Our Services. We are specialists in offering bespoke luxury accommodation and concierge lifestyle services. As part of our services we also offer destination management services such as bespoke touristic activities in London and events in exclusive venues and locations. Further information on our services can be found on our website.
2.3 How to contact us. You can contact us by telephoning us at +44(0)20 7859 4431 or by writing to us at email@example.com during our office hours Monday to Friday from 9:00am to 5:30pm.
2.4 How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address you provided to us in your booking.
2.5 “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
3.1 How to book our services. You can make an enquiry about our services through our website by completing a secure online booking through our booking system www.goldbrookegroup.com, by telephone +44(0)20 7859 4431 or by email firstname.lastname@example.org and make all required applicable payments. We will endeavour to respond with a suitable suggestion or if we are unable to meet your requirements we will inform you accordingly and offer an alternative service.
3.2 How we will accept your booking. Our acceptance of your booking will take place as soon as payment is received when we send you a confirmation email accepting your booking at which point a contract will come into existence between you and us. The booking confirmation we send you will include full booking details such as your booking number, the apartment booked, the dates of your stay, the charges paid, the relevant payment terms (if applicable), cancellation and the address of the property.
3.3 If we cannot accept your booking. All bookings are subject to the availability of the requested accommodation or service. If we are unable to accept your booking, we will inform you of this and will endeavour to offer you alternative accommodation or service. We are entitled to reject any booking, and if we do so, we will inform you.
3.4 Your booking number. We will assign a booking number to your booking and tell you what it is when we accept your booking. It will help us if you can tell us the booking number whenever you contact us about your booking.
3.5 Correct details on the booking. It is your responsibility to check the booking and ensure that all details you have given us are complete and accurate.
3.6 Services may vary from the pictures on our website: The images and photographs on our websites are for illustrative purposes only.
4.1 General changes. If you wish to request a change to our services or your booking please contact us as soon as possible by sending us an email at email@example.com We will let you know if the change is possible but cannot guarantee that such request will be met. If it is possible we will let you know in writing about any changes to the price or further charges or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. We have no obligation to agree or accept any of your requests for change. For cancellations please read clause 7 below.
4.2 Special requests. We will endeavour to do everything we can to help you if you have special requirements. Please inform us in writing about any special requirements before you make your booking. Although we will endeavour to meet any reasonable requests no guarantee can be given that any request will be met and we have no liability to you if they are not.
It may occasionally be necessary for us to make changes to our services or your booking and we reserve the right to make such changes.
5.1 Minor changes to the services. If the change is minor we will try our best to notify you in advance but are not obliged to do so and no compensation is payable. Also, we may change the services to reflect changes in relevant laws and regulatory requirements or to implement minor technical adjustments and improvements.
5.2 More significant changes to the services. In addition, we may make more important changes to the services, but if we do so we will notify you as soon as practically possible and you may then contact us to end the contract and receive a full refund for services not yet provided, unless the changes are due to unusual or unforeseeable events or circumstances outside our control.
5.3 Changes to your booking. Exceptionally bookings have to be changed or cancelled or errors in information corrected and we reserve the right to do so. We will contact you by email or telephone where reasonably possible to let you know. If a change to your booking has to be made or your booking cancelled we
will where possible offer you an alternative accommodation or service. If you do not wish to accept a change or the alternative accommodation or service or if we cannot offer you a suitable alternative accommodation or service, you may be entitled to cancel your booking and receive a refund for the services not received, unless the change or the cancellation of your booking is due to unusual or unforeseeable events or circumstances outside our control.
6.1 How we will provide the services. We will supply the services to you as set out in the booking confirmation or in email correspondence.
6.2 We are not responsible for delays outside our control. If our performance of the services is affected by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. We will not be liable for delays caused by the event but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any services you have paid for but not received.
6.3 What will happen if you do not provide required information to us. As we informed you in the description of the services on our website, we will need certain information from you so that we can provide the services to you. We will contact you in writing or by telephone to ask for this information otherwise we may not be able to accept your booking. If you do not, within a reasonable time of us asking for it, provide us with this information, or you
provide us with incomplete or incorrect information, we may either end the contract (see clause 8.1) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for providing the services late or not providing any part of them if
this is caused by you not giving us the information we need within a reasonable time of us asking for it.
6.4 We may suspend the services if you do not pay. If you do not pay us for the services when you are supposed to and you still do not make payment within 7 days of us reminding you that payment is due, we may (alternatively to our right to end the contract) suspend the services until you have paid us the outstanding amounts. We will contact you to tell you we are suspending the services. We will not suspend the services where you dispute the unpaid invoice. We will not charge you for the services during the period for which they are suspended. As well as suspending the services we can also charge you interest on
your overdue payments (see clause 10.6). We may suspend the services, not accept your booking or end the contract if we have reasonable belief that you may not pay the amounts you owe us.
7.1 Cancellation and Cancellation Fees. All cancellations are subject to the cancellation policy of the provider of the accommodation you booked and the service providers who may charge cancellation fees depending on when you cancel. The accommodation provider’s cancellation policy can be found on our website under the page on the accommodation providers. We reserve the right to treat an early departure or reduction in the number of nights or accommodations booked as a cancellation and the cancellation policy of the respective accommodation provider will apply. Non-arrivals will be treated as a cancellation without prior notice and you will not be entitled to any refunds. Administrative charges may apply in case of cancellations. Please read carefully the cancellation policy of your accommodation provider.
7.2 How to cancel or end the contract. To cancel or end the contract please contact us as soon as possible by writing us an email at firstname.lastname@example.org and providing your name, booking number and a contact number on which we can reach you. All the cancellations must be made in writing or you may be liable to pay us the full amount of the booking depending on when you cancel. Please note that if you cancel outside our office
hours the cancellation policy will apply from the time we have received during office hours your cancellation request and not from the time you sent the cancellation. Please refer to clause 7.1 for information on the cancellation fees.
7.3 Once we have completed the services you cannot change your mind or cancel, even if the period is still running. If you cancel after we have started the services, you must pay us for the services provided up until the time you tell us that you have changed your mind or want to cancel. 7.4 What happens if you have a good reason for ending the contract/cancelling. If you are ending the contract or cancelling a service for a reason set out at (a) to (d) below the contract will end immediately and we will refund you in full for any services which have not been provided or have not been properly provided. However you will have to pay immediately all sums outstanding at the date on which the contract is ended for the services you have received. The relevant reasons are:
(a) we have told you about an upcoming material change to
the services you do not agree to (see clause 5.2); for the
sake of greater clarity, this does not include minor
(b) we have told you about an error in the price or description
of the services you have booked and you do not wish to
(c) there is a risk the services may be significantly delayed
because of events outside our control;
(d) you have a legal right to end the contract because of
something we have done wrong.
7.5 How we will refund you: We will refund you the price you paid for the services, by the method you used for payment. However, we may make deductions from the price paid as described in this clause 7. We will make any refunds due to you as soon as possible.
8.1 We can end the contract immediately if you break it. We are entitled to end the contract and/or your booking immediately
and at any time if for example (non exhaustive list):
(a) you do not make any payment to us when it is due and you still do not make payment within 7 days of us reminding you that payment is due;
(b) you (or any person/people on whose behalf you make a booking for or otherwise use the accommodation) otherwise breach any of these terms, the booking terms or the accommodation providers’ terms and conditions; or
(c) you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the services, as explained in clause 6.3 above.
8.2 You must immediately vacate the accommodation booked if you break the contract. If you break the contract and we end the contract in accordance with clause 8.1 you will (and you will procure that any person/people on whose behalf you make a booking for or otherwise use the accommodation will) be obliged to vacate the accommodation immediately.
8.3 You must compensate us if you break the contract. If we end the contract in the situations set out in clause 8.1 you may have to pay us a reasonable sum of compensation for the costs and time we incur as a result of you breaking the contract.
8.4 We may stop providing the services. We may write to you to let you know that we are going to stop providing the services. We will let you know as soon as is reasonably possible and endeavour to provide alternative services.
9.1 How to tell us about problems. If you have any questions or complaints about the services, please contact us on +44(0)20
7859 4431 or by writing to us at email@example.com or 71-75 Shelton Street, Covent Garden, London WC2H 9JQ. We will try
our best to resolve the issue for you within a reasonable timeframe. If you have any complaints while the services are provided, please immediately inform a member of our team.
9.2 Summary of your legal rights. Nothing in these terms will affect your key legal rights, subject to certain exceptions.
10.1 Where to find the price for the services. The price of the services (which does not include VAT) will be the price set out on the booking confirmation, on our website and in our invoice. The price set out in the invoice is the final price and prevails over any
other price(s) quoted or given. All our prices are in £GBP pounds sterling and must be paid in £GBP pounds sterling. We take all
reasonable care to ensure that the prices of services advised to you are correct. However please see clause 10.3 for what happens if we discover an error in the price of the services you booked.
10.2 We will pass on changes in the rate of VAT. If the rate of VAT changes between your booking date and the date we provide the services, we will adjust the rate of VAT that you pay, unless you have already paid for the services in full before the change in the
rate of VAT takes effect.
10.3 What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the services we offer may
be incorrectly priced. We will normally check prices before accepting your booking so that, where the service’s correct price at your booking date is less than our stated price at your booking date, we will charge the lower amount. If the service’s correct price at your booking date is higher than the price stated, we will contact you for your instructions before we accept your booking. If we accept and process your booking where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid for services not received and not perform the services.
10.4 When you must pay. Payment in full is required at the time of the booking unless otherwise set out in your booking confirmation.
10.5 Payment method. We accept payment with Visa, American Express, MasterCard, Visa Debit Visa Electron, and Maestro. A
surcharge for using credit cards may apply.
10.6 We can charge interest if you pay late. If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 3% a year above the base lending rate of Bank of England from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.
10.7 What is included in the price. To see what is included and excluded in the price for our services please refer to the booking
11.1 We are not responsible for any unforeseeable loss and damage. We are not responsible for any loss or damage that is not
11.2 We are not responsible for any of the accommodation you book. We do not own any of the accommodation shown on our
website, they are owned by the accommodation providers we work with. Our responsibility is limited to facilitating the booking of an accommodation and we are neither responsible nor liable to you (or any person/people on whose behalf you make a booking for or otherwise use the accommodation) for your use of the accommodation you booked or for any acts or omissions of the accommodation providers.
11.3 We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees whilst acting in the course of their employment; for fraud or fraudulent misrepresentation and for breach of your legal rights in relation to services.
11.4 We are not liable for business losses. If you use our services or any accommodation for any business we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
12.2 We will only give your personal information to third parties where the law either requires or allows us to do so.
13.2 You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person with our written consent.
13.3 Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms, except we have consented to a transfer of your rights and obligations as set out under clause 13.2.
13.4 If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
13.5 Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract that will not mean that you do not have to do those things or prevent us taking steps against you at a later date. For example, if you
miss a payment and we do not chase you but we continue to provide the services, we can still require you to make the payment at a later date.
13.6 Which laws apply to this contract and where you may bring legal proceedings. These terms, their subject matter and their formation are governed and construed in accordance with English law. Any disputes relating to these terms and/or the services will be subject to the jurisdiction of the courts of England and Wales. If you live in Scotland and are a consumer you can bring legal proceedings in respect of the services in either the Scottish or the English courts. If you live in Northern Ireland and are a consumer you may bring legal proceedings in Scotland in respect of the services in either the Northern Irish or the English courts.
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