We are Complete Holiday Homes Ltd, a company registered in England and Wales with company number 07913951 whose registered office is at 45a Stoke Road, Gosport, Hants PO12 1LS. Our registered VAT number is 151614436.

These are our terms and conditions on which we provide our services to you, please read this document carefully.

In some areas of these terms, you will have different rights depending on whether you are a business or a consumer. You are considered a consumer if you are an individual and you are procuring our services wholly or mainly for your personal use (rather than in connection with your trade, business, craft or profession).

Our terms and conditions are comprised of the section “About our Booking Procedure” and the “General Terms and Conditions”. Where there is any discrepancy between these two sections, these General Terms and Conditions shall prevail.

ABOUT OUR BOOKING PROCEDURE

Our aim is simple, to ensure your stay with us is enjoyable as possible.

We have tried to think of everything to ensure that guests staying with us enjoy a trouble free and relaxed time as possible. However, even with the best of intentions, there may be something we have overlooked or an unexpected situation or event may have occurred. If there is something that you need to bring to our attention we would ask that this is done as soon as practically possible and we will do our very best to rectify the issue.

As such, if you have any questions about these terms or about your stay in one of our properties, please contact us using the details at the end of these terms. If we need to contact you, we will do so by telephone or by writing to you at the email address or postal address you provided to us on our online booking form. Please be aware that if you call us you may be charged standard telephone rates.

Booking Reservations, Deposits and Rental Payments

To make a reservation at one of our properties you will need to place a non-refundable Reservation Deposit on our secure on-line protected payment gateway and you will be sent instructions on how to do so. The deposit is calculated at 25% of the rental amount and will be deducted from the Rental Balance and this then reserves the property for you. The Rental Balance is then due 6 weeks prior to your arrival date along with the refundable Damages Deposit. Our damages deposits are usually a fixed amount but we reserve the right to charge more in certain circumstances where we believe that there presents a higher risk to a particular property.

Once you have paid the Reservation Deposit, we will send you by email or post our booking forms. If you need us to make reasonable adjustments for you or your guests, please set this out in our booking forms. You will need to complete and return the completed booking forms to our email or postal address detailed at the end of these terms within 7 days before your booking is fully confirmed. You will then be required to pay us the Rental Balance and Damages Deposit no later than 6 weeks before your arrival date for your stay.

If your arrival date falls 6 weeks or less from the date that you make your reservation, the outstanding Rental Balance will need to be paid to us at the same time as the Reservation Deposit for your reservation to be processed. In this instance (unless we notify you otherwise), please return the completed booking forms to our email/postal address detailed at the end of these terms no later than the specified time required to process your booking prior to your stay.

Deposit Return

We aim to return the damages deposit between 7-10 working days after your departure date, but please do note that there may be instances where we cannot process the deposit repayment within this time period, for example if there is a problem with the condition that you have left the property in, if deductions to the deposit are disputed, or if there is an issue at the bank.

Any fees referred to in these terms and conditions shall be deducted from your damages deposit before any part of the deposit is returned to you. Where the amount of the deductions exceeds the amount of the deposit, we reserve the right to recover all reasonable costs from you.

Insurance

We strongly recommend that each guest is covered by comprehensive travel insurance to include cancellation, flight delays, loss and damage to baggage and other property, plus health insurance to include possible evacuation and repatriation coverage.

Arrival and Departure

We try to allow guests to arrive and depart as early and as late as possible but these times are often governed by other departing and arriving guests and enough time must be left between bookings to ensure that a property can be adequately prepared. With this in mind, check in time is usually between 2-6pm on the day of arrival and check out time is by 10am on the day of departure. If any guest leaves the property later than the agreed or allocated check out time or causes delays for the housekeeping staff, without any prior written agreement, a late departure fee of £50 per hour is payable.

Upon check in if you are running late we do understand as this can happen, however it will then be necessary to reschedule the person booked to meet you as we do have to show you around for health and safety reasons etc. Please be aware that for arrivals after 7pm there is a £25 late arrival fee, for arrivals after 9pm a £50 fee and for arrivals after 12pm a £75 fee. If you do require a late arrival or are running late this must still be agreed with the landlord/housekeeper to make sure this is possible and someone is available to meet you at the property at the time required.

We will always do our best to meet with guests needs and if you have requests outside the above times we would ask that you speak to us prior to your arrival.

Extra Guests

The booking is made for the number of persons as stated by the guest named on the original booking form and only this number of persons is permitted for overnight stays and the number of persons using the property is not to exceed the maximum capacity advertised on the website.

If during a function or event additional guests are due to use the property and its grounds which exceed the maximum capacity of the property as advertised on the website, Complete Holiday Homes will need to be informed of this at the time of placing the reservation and an additional damage deposit may be required in this instance prior to their arrival.

Guests do not have permission to hire in outside or 3rd party services relating either directly or indirectly to any function without prior written permission from Complete Holiday Homes.

Noise Levels

We would ask that all guests are considerate and respectful to neighbours of our properties and noise levels and behaviour are kept appropriate for a residential area so as not to cause inconvenience or offence. If music is being played then we also ask that this is kept to an acceptable level and where possible any doors and windows remain closed. Where applicable if out within gardens please ensure music is turned off by 8pm and all noise within gardens kept to a minimum after 9pm.

If we are required to attend the property due to excessive noise or unreasonable or inconsiderate behaviour then a call out charge of £100 will be applicable and deducted from the deposit. We are sorry for having to include this in our rental conditions but whilst our properties are for guests to enjoy this cannot be at the expense of neighbours as this would be extremely unfair.

Party Groups/Minors

Where a property is close to residential homes we may place restrictions on the number of guests, or group type, that can stay in the property. This may also apply in the warmer months between April and September or other periods such as over New Year.

Where a party group includes children under 3 years of age, you may be limited as to which properties are available for your stay. This is because certain properties are not suitable or may not be equipped to cater for young children.

All guests under the age of 18 must be supervised by a responsible adult whilst in the property and its grounds.

Care and Repair

All guests agree to keep the property, all furniture, fittings and effects in or on the premises and property grounds in good repair and to vacate the property leaving it in a clean and tidy condition. The guest named on the booking form is responsible for the due care of all party members and guests are liable for all costs relating to replacing any items damaged or broken and also for any repairs or extra cleaning costs made necessary.

Any damages or breakages must be reported to us as soon as they occur and prior to guests departing the property.

There is a strict non-smoking policy within any inside areas of all our properties. The use of candles and joss ticks are also not permitted inside the property due to insurance restrictions. A barbecue (if available) is only to be used in designated outside areas of the properties grounds.

No pets are permitted inside the house and grounds, (unless at one of our pet friendly properties and previously agreed in writing). If any evidence is found of pets or animals being inside a non-pet friendly property during your stay there will be a charge of £100 payable to cover fumigation costs. This cost will be taken from the deposit held by Complete Holiday Homes. These additional charges are to cover the direct costs we incur, for example in overtime or on-call charges for our staff and the additional cleaning that we carry out where pets have stayed at a property.

If you are a consumer or a business that is using our services as a HOLIDAY LET the terms that apply to you are set out on pages 3 – 7.

If you are a business that is using our services for BUSINESS USE the terms that apply to you are set out on pages 7 – 11.

HOLIDAY LET: General Terms and Conditions

A) Our Contract with You

The process of booking your holiday at one of our properties (“Property”) (“Booking”) is set out in the Overview of our Booking Procedure, above.

Our acceptance of your Booking will take place when:

(a) you have paid the non-refundable reservation deposit due on the Property in cleared funds (“Reservation Deposit”);
(b) you have paid the outstanding rental payment for the Property in cleared funds (“Rental Payment”);
(c) you have paid the refundable damages deposit due on the property in cleared funds (“Damages Deposit”)
(d) you have returned by email/post your completed booking forms; and
(e) following receipt of the above we have emailed you our acceptance of your Booking,

at which point a contract will come into existence between you and us.

Our terms and conditions will apply to you and your party during your stay with us, including any permitted extension of your stay. The terms will terminate automatically when you leave the Property on your actual departure date. This does not affect any rights or remedies that may have accrued during your stay.

Your stay at our properties is not an assured shorthold tenancy agreement and is as a holiday let only, pursuant to paragraph 9, Schedule 1 of the Housing Act 1988 and no relationship of landlord and tenant is created. If you are staying with us for longer than 10 days, we may need to access the Property at any time to allow us to carry out a light clean of the Property which may include a change of the towels and linen. We may also need to access the Property for the purposes of inspection and to carry out any essential repair or maintenance work. We will try to organise this at a time that is convenient for you and with as much notice to you as possible.

If you do not pay the Reservation Deposit and/or the Rental Balance Payment and/or the Damages Deposit and/or return the booking forms by the date they are due, we will send you a reminder by email or telephone. If you fail to make the payment and/or return the forms within 48 hours of the date it is due, we will assume that you wish to cancel your Booking. If this happens, your booking will immediately be cancelled.

B) Descriptions

Every effort has been made to describe and portray the Property, its grounds and the local area in an accurate and factual way but we cannot guarantee that a device’s display of the colours or the size of the Property accurately reflects the Property.

C) Payment

You can find up to date pricing for our properties online on our website or by emailing us at the address at the end of these terms. We normally charge a fixed fee as a Damages Deposit for our properties, but reserve the right to charge more in certain circumstances. You can find our deposit charges on our website and on the booking forms. All our prices are inclusive of VAT (where applicable).

Where your Booking is made more than 6 weeks in advance, you must pay us the non-refundable Reservation Deposit at the time of your booking. We must then receive the outstanding Rental Balance Payment and your refundable Damages Deposit no later than 6 weeks before your arrival date for your stay.

For bookings made less than 6 weeks in advance, you must pay us the Reservation Deposit, the Rental Balance Payment, the Damages Deposit and any other charges relating to your stay at the time of your Booking.

Where paying via debit or credit card you will be directed through our secure hosting payment gateway.

D) If you want to Change or Cancel your Booking

If you would like to extend your stay with us for a longer period than agreed in your Booking, we ask that you provide us with at least 48 hours notice. If we agree to your request for an extension, you will be required to pay the additional rental payments before the date specified on the invoice we provide to you for your extended stay. You may also be charged an additional amount for cleaning during your extended period of stay and we shall notify you of any additional charges when you make your extended booking. For the avoidance of doubt, these terms and conditions will apply to any extension of your Booking.

The 25% Reservation Deposit is non refundable and Complete Holiday Homes strongly recommend guests have appropriate holiday insurance. (Many credit/debit cards carry automatic cover for certain cancellations and consideration may want to be given to check this before making the booking)

The remaining Rental Balance Payment and the refundable Damages Deposit are due 6 weeks (42 days) prior to a booking commencement arrival date and this is due on time for any later refunds to be considered

If more than 4 weeks (28 days) written notice to cancel the Booking is received prior to a booking commencement arrival date the Damages Deposit and 50% of the Rental Payment is refundable.

These cancellation charges reflect the losses we incur when you cancel your Booking, including but not limited to losses from being unable to let the Property to other guests, the administrative costs of organising your stay and the losses we incur if we have to reduce the rental payments where the Property is re-let.

In the unlikely event of the Booking needing to be cancelled by Complete Holiday Homes the full rental cost paid including any deposits taken shall be refunded in full and this is agreed as a final settlement

We will do our best to accommodate any changes that you request to your Booking, but we cannot guarantee that we are able to meet your request for changes.

Any refund shall be paid onto the card used to pay the Deposit/s and/or Rental Payment.

Where a guest books through a third party booking site such as Trip Advisor, Homeaway or Airbnb, those companies may hold the guests deposits and take their rental payments so their cancellation policies will need to supersede ours. If you have chosen to book through a third party site please contact them for their cancellation policy

Complete Holiday Homes strongly recommend that guests take out independent holiday insurance.

E)   Our Right to Make Changes

We may need to make minor adjustments to your Booking or the Property either to reflect a change in any relevant laws or regulatory requirements, or to implement minor technical adjustments.  These changes should not affect your stay at the Property.

We may need to make more significant changes to your Booking or the Property and we will provide you with as much notice as possible where this is required.  If we do need to change or cancel your Booking we will do our best to offer you similar alternative accommodation.  If we are not able to provide alternative accommodation, or you are unable to accept the alternative accommodation that we offer, you may cancel your Booking and we will refund you the total amount paid as at the date of cancellation.

Where you are a business, you agree that such a refund is in full and final settlement and Complete Holiday Homes shall have no further liability to you.

F)   Access and our Right to Evict

We reserve the right for our representatives, agents and sub-contractors to enter the Property to inspect it, carry out necessary maintenance or repair, collect any post, or in the event of an emergency, during your stay.  We will try to give you as much notice as possible, except in the event of an emergency.

We reserve the right to relocate you during your stay to another property of a similar standard to the Property.  We will try to give you as much notice as possible, except in the event of an emergency.

We reserve the right to ask guests to leave the Property and our sites and other properties immediately if:

(a)   we consider that you are in material breach of any of these condition;

(b)   we consider that your behaviour, or the behaviour of your party endangers the safety or quiet enjoyment of our visitors, neighbours and staff;

(c)   any serious or persistent complaints are made about your behaviour of the behaviour of your party; or

(d)   you or your party cause serious or material damage to any of our properties, including the Property, or their contents,

and in these circumstances we will not refund any monies or pay compensation.

G)   Complaints

If you are not entirely satisfied with the Property and facilities offered, we apologise in advance and we would ask that you inform us within 24 hours of your arrival. This gives us adequate time for the matter to be addressed or rectified if this is possible.  It is often extremely difficult (and sometimes impossible) to adequately resolve difficulties unless we are promptly notified.

If any complaint cannot be resolved during your stay please write to us with full details to our email/postal address below within 14 days of your departure.  We try to respond to complaint within 14 days.

H)   Our Liability

If guests are concerned with the condition and or safety of any part of the Property or it’s fixtures they must bring this to our immediate attention.

Our liability to you if you are a consumer

i.        Nothing within these terms is intended to limit our liability for:

(a)           death or personal injury caused by our negligence;

(b)           fraud or fraudulent misrepresentation on our part; or

(c)           any breach of the implied terms relating to our provision of services to you which we cannot exclude our liability for.

ii.        We shall not be liable for any losses which are not a foreseeable consequence of us breaking these conditions. Losses are foreseeable where they could be contemplated by you and us at the time your Booking is accepted by us.

iii.        Your Booking is made as a consumer for the purpose of a holiday and your knowledge that we will not be liable for any business losses however suffered or incurred by you.

Our liability to you if you are a business

i.        Nothing within these terms shall limit or exclude our liability for:

(a)           death or personal injury caused by our negligence;

(b)           fraud or fraudulent misrepresentation; or

(c)           breach of the terms implied by section 12 Sale of Goods Act 1979 or section 2 Supply of Goods and Services Act 1982.

ii.        All terms implied by sections 13-15 Sale of Goods Act 1979 and sections 3-5 Supply of Goods and Services Act 1982 are excluded.

iii.        Subject to 8(B)(i) above:

(a)           we shall not be liable to you, in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or any indirect or consequential loss arising under or in connection with any contract between us; and

(b)           our total liability to you for all other losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to your total Rental Payment for the particular Booking.

I)   Your Liability to Us

If you are a consumer and you fail to comply with these terms, including if you damage any of our properties (including the Property) or its fixtures and fittings, you will be responsible for the foreseeable losses we incur as a result of your breach.

If you are a business and you fail to comply with these terms, including if you damage any of our properties (including the Property), you will be responsible for any loss, damage, costs or expenses that we incur as a result.

J)  Events beyond our Control

We will not be responsible for any failure to perform our obligations under these terms that is caused by an event outside our control.  If an event outside of our control may affect your Booking we will let you know as soon as possible and will take steps to minimise the impact of such an event.  If we are not able to provide you with any accommodation during the dates of your Booking because of an event outside of our control and you are not able to reschedule your Booking you may cancel your Booking and receive a refund.  For the avoidance of doubt, we will not be liable for any other losses that you may incur from an event outside of our control.

K)  Data Protection

We will use the personal information that you provide to us to supply our services to you, to process payment for your Booking, if we are required by law (for example to the police), or if you have agreed to this during the booking process to give you information about similar services that we provide, but you may stop receiving any marketing notices from us at any time by contacting us.

L)  Other important terms

If you are a business, these terms constitute the entire agreement between us in relation to your purchase of our services.  You acknowledge that you have not relied upon any statement, promise, representation, assurance or warranty made or given by us or on behalf of us which is not set out within these terms and you agree that you shall have no claim for innocent or negligent misrepresentation, or negligent misstatement, based on any statement in this agreement.

We may transfer our rights and obligations under these terms to another organisation.  We will tell you in writing if this happens and we will ensure that the transfer does not affect your rights under the contract.

Each of the paragraphs of these terms operates separately.  If any court or relevant authority decides that any of these terms are unlawful, the remaining paragraphs will remain in full force and effect.

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 and it will not prevent us taking steps against you at a later date.

M)  Law

If you are a consumer, these terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

If you are a business, any dispute or claim arising out of or in connection with a contract between us or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales and the courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim.

Declaration:

I confirm that as the person making the booking I am over 18 years of age and I agree to comply with these terms and conditions.  I also confirm that as the person making the booking, I am responsible for ensuring that all members of my party comply with these terms.  I understand that if I or my Employees breach these terms, then my booking may be cancelled without a refund.

I understand that Complete Holiday Homes strongly recommend guests take out independent holiday insurance.

BUSINESS USE: General Terms and Conditions
 
 
A)   Our Contract with You

The process of booking your holiday at one of our properties (“Property”) (“Booking”) is set out in the Overview of our Booking Procedure, above.

Our acceptance of your Booking will take place when:

(a)   you have paid the non-refundable reservation deposit due on the Property in cleared funds (“Reservation Deposit”);
(b)   you have paid the outstanding rental payment for the Property in cleared funds (“Rental Payment”);
(c) you have paid the refundable damages deposit due on the property in cleared funds (“Damages Deposit”)
(d)   you have returned by email/post your completed booking forms; and
(e)   following receipt of the above we have emailed you our acceptance of your Booking,

at which point a contract will come into existence between you and us.

Our terms and conditions will apply to you and the persons authorised by us to occupy the Property in accordance with these conditions (your “Employees”) during your stay with us, including any permitted extension of your stay.  References to “you” and “your” within these terms are to you (the business making the booking) and your Employees.  The terms will terminate automatically when you leave the Property on your actual departure date.

Your stay at our properties is not an assured shorthold tenancy agreement and no security of tenure will be created by your stay at the Property.  Your occupation of the Property is as a licensee only and no relationship of landlord and tenant will be created. The Property is not for use as a primary home or residence, and is for use as temporary accommodation only.

We retain control, possession and management of the Property and you have no rights to exclude us from the Property.

The terms of occupation of your Booking are personal to you and your occupation is not assignable and your rights relating to your stay at the Property may only be exercised by you.

Throughout your stay, you must observe any rules and regulations that we may make concerning the Property and any common areas, such as stairwells, staircases, hallways, entrance areas, garden and outdoor areas.

We may need to access the Property at any time to allow us to carry out a light clean of the Property which may include a change of the towels and linen. We may also need to access the Property for the purposes of inspection and to carry out any essential repair or maintenance work.  We shall try to organise this at a time that is convenient for you and reasonable notice.

If you do not pay the Reservation Deposit and/or the Rental Balance Payment and/or the Damages Deposit and/or return the booking forms by the date they are due, we will send you a reminder by post, email or telephone.  If you fail to make the payment and/or return the forms within 48 hours of the date it is due, your booking will immediately be cancelled.

B)   Descriptions

Any descriptive matter, advertising, photographs and maps shown on our website or in our advertising material are for the sole purpose of giving an approximate idea of the properties and the services we provide.  They shall not form part of our contract with you or have any contractual force.

These conditions apply to our contract with you to the exclusion of any other terms that you seek to impose or incorporate, or which are implied by trade, custom, practice or course of dealing.

C)   Payment

You can find up to date pricing for our properties online on our website or by emailing us at the address at the end of these terms. We normally charge a fixed fee as a Damages Deposit for our properties, but reserve the right to charge more in certain circumstances.  You can find our deposit charges on our website and on the booking forms.  All our prices are inclusive of VAT (where applicable).

Where your Booking is made more than 6 weeks in advance, you must pay us the non-refundable Reservation Deposit at the time of your booking.  We must then receive the outstanding Rental Balance Payment and your refundable Damages Deposit no later than 6 weeks before your arrival date for your stay.

For bookings made less than 6 weeks in advance, you must pay us the Reservation Deposit, the Rental Balance Payment, the Damages Deposit and any other charges relating to your stay at the time of your Booking.

Where paying via debit or credit card you will be directed through our secure hosting payment gateway.

D)   If you want to Change or Cancel your Booking

If you would like to extend your stay with us for a longer period than agreed in your Booking, we ask that you provide us with at least 48 hours notice.  If we agree to your request for an extension, you will be required to pay the additional rental payments before the date specified on the invoice we provide to you for your extended stay. You may also be charged an additional amount for cleaning during your extended period of stay and we shall notify you of any additional charges when you make your extended booking.  For the avoidance of doubt, these terms and conditions will apply to any extension of your Booking.

The 25% Reservation Deposit is non refundable and Complete Holiday Homes strongly recommend guests have appropriate holiday insurance. (Many credit/debit cards carry automatic cover for certain cancellations and consideration may want to be given to check this before making the booking)
The remaining Rental Balance Payment and the refundable Damages Deposit are due 6 weeks (42 days) prior to a booking commencement arrival date and this is due on time for any later refunds to be considered

If more than 4 weeks (28 days) written notice to cancel the Booking is received prior to a booking commencement arrival date the Damages Deposit and 50% of the Rental Payment is refundable.

These cancellation charges reflect the losses we incur when you cancel your Booking, including but not limited to losses from being unable to let the Property to other guests, the administrative costs of organising your stay and the losses we incur if we have to reduce the rental payments where the Property is re-let.

In the unlikely event of the Booking needing to be cancelled by Complete Holiday Homes the full rental cost paid including any deposits taken shall be refunded in full and this is agreed as a final settlement

We will do our best to accommodate any changes that you request to your Booking, but we cannot guarantee that we are able to meet your request for changes.

Any refund shall be paid onto the card used to pay the Deposit/s and/or Rental Payment.

Where a guest books through a third party booking site such as Trip Advisor, Homeaway or Airbnb, those companies may hold the guests deposits and take their rental payments so their cancellation policies will need to supersede ours. If you have chosen to book through a third party site please contact them for their cancellation policy

Complete Holiday Homes strongly recommend guests take out independent holiday insurance.

E)   Our Right to Make Changes

We may need to make minor adjustments to your Booking or the Property either to reflect a change in any relevant laws or regulatory requirements, or to implement minor technical adjustments.  These changes should not affect your stay at the Property.

We may need to make more significant changes to your Booking or the Property.  If we do need to cancel your Booking we shall try to offer you similar alternative accommodation.  If we are not able to provide alternative accommodation you may cancel your Booking.  You agree that any refund offered by us in the event of our cancellation is in full and final settlement and Complete Holiday Homes shall have no further liability to you.

F)   Access and our Right to Evict

We reserve the right for our representatives, agents and sub-contractors to enter the Property to inspect it, carry out necessary maintenance or repair, collect any post, or in the event of an emergency, during your stay.

We reserve the right to relocate you during your stay to another property of a similar standard to the Property.

We reserve the right to ask guests to leave the Property and our sites and other properties immediately if:

(a)   we consider that you are in material breach of any of these conditions;

(b)   we consider that your behaviour, or the behaviour of your party endangers the safety or quiet enjoyment of our visitors, neighbours and staff;

(c)   any serious or persistent complaints are made about your behaviour of the behaviour of your party;

(d)   you or your party cause serious or material damage to any of our properties, including the Property, or their contents; or

(e)   you do or you permit to be done on the Property anything which is illegal or which may be or become a nuisance (whether actionable or not), annoyance, inconvenience or disturbance.

and in these circumstances we will not refund any monies or pay compensation.

G)   Complaints

If you are not entirely satisfied with the Property and facilities offered, we apologise in advance and we would ask that you inform us within 24 hours of your arrival. This gives us adequate time for the matter to be addressed or rectified if this is possible.  It is often extremely difficult (and sometimes impossible) to adequately resolve difficulties unless we are promptly notified.

If any complaint cannot be resolved during your stay please write to us with full details to our email/postal address below within 14 days of your departure.  We try to respond to complaint within 14 days.

H)   Our Liability

If you are concerned with the condition and or safety of any part of the Property or it’s fixtures you must bring this to our immediate attention.

i.        Nothing within these terms shall limit or exclude our liability for:

(a)           death or personal injury caused by our negligence;

(b)           fraud or fraudulent misrepresentation; or

(c)           breach of the terms implied by section 12 Sale of Goods Act 1979 or section 2 Supply of Goods and Services Act 1982.

ii.        All terms implied by sections 13-15 Sale of Goods Act 1979 and sections 3-5 Supply of Goods and Services Act 1982 are excluded.

iii.        Subject to 8(i) above:

(a)           we shall not be liable to you, in contract, tort (including negligence), breach of statutory duty, or otherwise, for any loss of profit, or any indirect or consequential loss arising under or in connection with any contract between us for:

i.    loss of profits;
ii.    loss of sales or business;
iii.    loss of agreements or contracts;
iv.    loss of anticipated savings;
v.    loss of use or corruption of software, data or information;
vi.    loss of or damage to goodwill; and
vii.    any indirect or consequential loss;

(b)           our total liability to you for all other losses arising under or in connection with any contract between us, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, shall be limited to your total Rental Payment the particular Booking.

We will not be responsible for any failure to perform our obligations under these terms that is caused by an event outside our control.

I)   Your Liability to Us

If you fail to comply with these terms, including if you damage any of our properties (including the Property), you will be responsible for any loss, damage, costs or expenses that we incur as a result.

J)  Events beyond our Control

We will not be responsible for any failure to perform our obligations under these terms that is caused by an event outside our control.  If an event outside of our control may affect your Booking we will let you know as soon as possible and will take steps to minimise the impact of such an event.  If we are not able to provide you with any accommodation during the dates of your Booking because of an event outside of our control and you are not able to reschedule your Booking you may cancel your Booking and receive a refund.  For the avoidance of doubt, we will not be liable for any other losses that you may incur from an event outside of our control.

K)  Data Protection

We will use the personal information that you provide to us to supply our services to you, to process payment for your Booking, if we are required by law (for example to the police), or if you have agreed to this during the booking process to give you information about similar services that we provide, but you may stop receiving any marketing notices from us at any time by contacting us.

L)  Other important terms

These terms constitute the entire agreement between us in relation to your purchase of our services.  You acknowledge that you have not relied upon any statement, promise, representation, assurance or warranty made or given by us or on behalf of us which is not set out within these terms and you agree that you shall have no claim for innocent or negligent misrepresentation, or negligent misstatement, based on any statement in this agreement.

We may transfer our rights and obligations under these terms to another organisation.  You shall not assign, transfer, charge, subcontract, declare a trust over or deal in any other manner with any or all of your rights and obligations under the Contract without our prior written consent.

This contract does not give rise to any rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any term of the contract.

Each of the paragraphs of these terms operates separately.  If any court or relevant authority decides that any of these terms are unlawful, the remaining paragraphs will remain in full force and effect.

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 and it will not prevent us taking steps against you at a later date.

M)  Law

Any dispute or claim arising out of or in connection with a contract between us or its subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with the law of England and Wales and the courts of England and Wales shall have exclusive jurisdiction to settle any such dispute or claim.

Declaration:

I confirm that as the person making the booking I am over 18 years of age and I agree to comply with these terms and conditions.  I also confirm that as the person making the booking, I am responsible for ensuring that all members of my party comply with these terms.  I understand that if I or my Employees breach these terms, then my booking may be cancelled without a refund.

I understand that Complete Holiday Homes strongly recommend guests take out independent holiday insurance.

Need help or assistance with booking?

+44 (0)2392 583 084

9am - 5pm Monday to Friday
10am - 4pm Saturday

info@completeholidayhomes.co.uk