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Terms and Conditions

The Hollies Partnership Terms and Conditions

  1. These terms
    • What these terms cover. These are the terms and conditions on which we supply services to you.
    • Why you should read them. Please read these terms carefully before you submit your order to us. 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. If you think that there is a mistake in these terms or require any changes, please contact us to discuss.
    • Are you a business customer or a consumer? In some areas, you will have different rights under these terms depending on whether you are a business or consumer. You are a consumer if:
  • You are an individual.
  • You are ordering services from us wholly or mainly for your personal use (not for use in connection with your trade, business, craft or profession).
    • If you are a business customer this is our entire agreement with you. If you are a business customer these terms constitute the entire agreement between us in relation to your purchase. You acknowledge that you have not relied on any statement, promise, representation, assurance, or warranty made or given by or on behalf of us which is not set out in these terms and that you shall have no claim for innocent or negligent misrepresentation or negligent misstatement based on any statement in this agreement.
  1. Information about us and how to contact us

Who we are. We are The Hollies Partnership.

  • How to contact us. You can contact us by telephoning our customer service team at 07747166574 or by writing to us at email: hannah@whitlockproperty.co.uk or by post at Acre House 11-15 William Road, London, NW1 3ER.
  • 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 or postal address you provided to us in your order.
  • “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.
  1. Our contract with you – Property/Bed & Breakfast booking
    • Our Contract. We act as a booking agent. When you make a booking, you are entering into a contract with the third party via us, not with The Hollies Partnership itself. As an agent, we accept no responsibility for the acts or omissions of the third party or for the services provided by them. The third party’s terms & conditions will apply to your booking and we advise you to read these carefully as they do contain important information about your booking. Please ask us for copies of these if you do not have them.
    • How we will accept your order. Our acceptance of your order will take place when we email you to accept it, at which point a contract will come into existence between you and us.
    • If we cannot accept your order. If we are unable to accept your order, we will inform you of this and will not charge you for the service. This might be because of unexpected limits on our resources which we could not reasonably plan for, because we have identified an error in the price or description of the service or because we are unable to meet a delivery deadline you have specified.
    • Your order number. Your order number will be provided to you by a third party, which is providing services.
    • We only provide services in the UK. Our website is solely for the promotion of our services in the UK.
  2. Payments
    • For your security, payments online are made through secure servers.
    • Any advance deposits, additional fees, or charges will always be clearly marked before you make your booking. Once paid, these deposit payments, additional charges, and fees are non-refundable in the event of cancellation.
    • Your booking is confirmed and a contract between you and the third party will exist when we send you confirmation on their behalf or when you will receive a confirmation from them directly. Please check your confirmation carefully and report any incorrect or incomplete information to us immediately. Please ensure that names are exactly as stated in the relevant passport.
    • Where an offer of availability is made by the third party, your booking is not confirmed until you receive a booking confirmation.
    • Please note: any applicable VAT/taxes may be subject to change at any time.
  3. Amendment & Cancellation Policy
    • If you wish to amend or cancel a confirmed booking, you must contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the services, the timing of supply 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.
    • Amendments and cancellations can only be accepted in accordance with the terms and conditions of the hotel or a booking company. In all cases, once the booking is confirmed, you are subject to the terms and conditions of that hotel’s or booking provider’s cancellation policy.
    • Booking provider’s cancellation policies may outline a period before check-in when cancellations will be subject to payment of a cancellation charge. Any cancellations must be made by email to us: hannah@whitlockproperty.co.uk
    • Where applicable, refunds will be made by the same method used to pay for the booking. Please note that all deposit payments and additional charges paid at the time of booking are non-refundable.
    • Any changes to a booking that involve the addition of sequential nights to a stay will be considered an amendment to the original booking, regardless of whether the extra nights are booked by the person who made the original booking, or by another guest with whom they are staying.
  4. Our and third party’s rights to make changes
    • We will inform you as soon as reasonably possible if the third party needs to make a significant change to your confirmed booking or to cancel. We will also liaise between you and the third party in relation to any alternative arrangements offered by the third party but we will have no further liability to you.
  5. Our rights to end the contract
    • We may end the contract if you break it. We may end the contract for a service at any time by writing to you if:
      • 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;
      • 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;
  1. If there is a problem with the service

How to tell us about problems. If you have any questions or complaints about the service, please contact us. You can telephone our customer service team at 07747166574 or write to us at hannah@whitlockproperty.co.uk.

  1. Price and payment
    • Where to find the price for the service. The price of the service (which includes VAT) will be the price indicated on the order pages when you placed your order. We use our best efforts to ensure that the price of the service advised to you is correct. However please see clause 3 for what happens if we discover an error in the price of the service you order.
    • We will pass on changes in the rate of VAT. If the rate of VAT changes between your order date and the date we supply the service, we will adjust the rate of VAT that you pay, unless you have already paid for the service in full before the change in the rate of VAT takes effect.
    • What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the services that third parties sell may be incorrectly priced. We will normally check prices before accepting your order so that, where the service’s correct price at your order date is less than our stated price at your order date, we will charge the lower amount. If the service’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order. We reserve the right to correct errors in both advertised and confirmed prices.
    • When you must pay and how you must pay. You may pay by cheque, credit card, debit card, or BACS on receipt of invoice.
  2. Our responsibility for your booking
    • Your contract is with the third party and its terms and conditions apply. As agents, we accept no responsibility for the actual provision of the arrangements. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of the commission we earn on your booking (or the appropriate proportion of this if not everyone on the Booking is affected).
    • 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, agents, or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the services; and for defective services under the Consumer Protection Act 1987
  3. How we may use your personal information
    • How we will use your personal information. We will only use your personal information as set out in our privacy policy.
  4. Other important terms
    • For all bookings, by making a booking, the first-named person on the booking agrees on behalf of all persons detailed on the booking that:
      • He/she has read these terms and conditions and has the authority to and does agree to be bound by them;
      • He/she consents to our use of information in accordance with our Privacy Policy;
      • He/she is over 18 years of age and resident in the United Kingdom and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services;
      • He/she accepts responsibility for payment of the arrangements on behalf of all persons detailed on the booking.
    • Alteration of service or amendments to the conditions. We reserve the right to make changes to our website/app, policies, and these conditions at any time. You will be subject to the policies and conditions of purchase in force at the time that you order goods from us unless any change to those policies or these conditions is required to be made by law or government authority (in which case it will apply to orders previously placed by you). If any of these conditions is deemed invalid, void, or for any reason unenforceable, that condition will be deemed severable and will not affect the validity and enforceability of any remaining condition.
    • Events beyond our reasonable control. We will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause which is beyond our reasonable control. This condition does not affect your statutory rights.
    • Conditions of third parties. Third parties provide their services in accordance with their own terms and conditions which will form part of your contract with us.  Some of these terms and conditions may limit or exclude the supplier’s liability to you, usually in accordance with applicable International Conventions.  Copies of the relevant parts of these terms and conditions are available on request from us or the third party concerned.
    • We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract. If you are unhappy with the transfer you may contact us to end the contract within 14 of us telling you about it and we will refund you any payments you have made in advance for services not provided.
    • You need our consent to transfer your rights to someone else (except that you can always transfer our guarantee). You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing. However, if you are a consumer you may transfer our guarantee to a person who has acquired the service.
    • Nobody else has any rights under this contract (except someone you pass your guarantee on to). This contract is between you and us. No other person shall have any rights to enforce any of its terms.
    • 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.
    • 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 and it will not 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.
    • Which laws apply to this contract and where you may bring legal proceedings if you are a consumer. These terms are governed by English law and you can bring legal proceedings in respect of the services in the English courts. If you live in Scotland you can bring legal proceedings in respect of the services in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the services in either the Northern Irish or the English courts.
    • Which laws apply to this contract and where you may bring legal proceedings if you are a business. 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.