Booking Terms & Conditions

General

The following terms and conditions of booking form the basis of your contract with the owner of your chosen property where you make a booking which we accept on the owner’s behalf. These terms and conditions of booking also cover Chilled Retreats’ role and responsibilities in respect of the bookings we arrange on behalf of our clients.

By seeking confirmation of your booking, you are deemed to have accepted these terms and conditions of booking in full. Please note, Perfectly Chilled Travel LLP registered in England and Wales at 9, Malvern Road, Worcester WR42 4LE Registered number OC344886 (“Chilled Retreats”) act as the disclosed booking agent in respect of the bookings we take and/or make on your behalf.

In these booking conditions the following words have the following meanings:

• “booking” your confirmed booking of the property and any other arrangements;
• “booking summary” the document which will be sent to you prior to the confirmation of your booking setting any terms that are supplemental to these conditions and specific to your booking;
• “conditions” these booking conditions;
• “deposit” the sum payable by you in advance of the acceptance of a booking as stipulated in the booking summary;
• “lead person” the person who makes the booking, this person must be at least 18 when the booking is made and will be responsible for making all payments due. We will communicate with the lead person in respect of that booking (and any substitute for them);
• “owner” the legal owner of the Property or anyone else with authority to make the same available for letting purposes;
• “property” the property means the property you have chosen to book including without limitation, the contents, garden, swimming pool, other outside areas, facilities and services;
• “security deposit” the deposit payable by you to cover potential charges for damage or breakages and other liabilities arising out of your occupation of the property;
• “services” additional services such as laundry, cooking and maid service which may be offered or available alongside a rental of the property;
• “we” “us” or “our” Perfectly Chilled Travel LLP (English company registration no: OC344886 ), trading as Chilled Retreats;
• “you” or “the client” all persons on whose behalf a booking is made and who stay or are intending to stay at the property including the lead person, or any of them as the context requires.

We do not act in any other capacity and do not enter into any contract with you in respect of the rental of your property which will at all times be with the owner. As agent, Chilled Retreats’ responsibilities are limited to the provision of information in respect of properties which may be suitable for your requirements, facilitating your booking of your chosen property where requested to do so and otherwise communicating between you and the owner/agent in respect of your booking. The information we provide is obtained from the owners or their representatives and is passed on in good faith.

Upon making a Booking with Chilled Retreats you are deemed to have confirmed Your acceptance, in full, of these Conditions.

We, Chilled Retreats, are a duly appointed and authorised booking agent of the Owner entitled to enter into a Contract with You for the occupation of the Property at the times stipulated in a completed and accepted Booking Form and subject to all of the terms and provisions of these Conditions.

These Booking Conditions and our acceptance of a Booking made through us will constitute a contract between You, Chilled Retreats and the Supplier, details of whom may be supplied to You on request. All Deposits (other than the Security Deposit) are held to the order of the Owner.

These Conditions, the Booking Form and any Contract arising thereunder are governed by and construed in accordance the English law and You agree to submit to the non-exclusive jurisdiction of the courts of England and Wales.

1; How to make a Booking

Availability, the applicable price and any other terms will be confirmed at the time of booking together with the applicable deposit. The deposit paid will not be refundable except as set out in these terms and conditions of booking.

To make a booking, the lead person must provide any required details of the party together with details of their booking request, we will provide confirmation of your request in a booking summary detailing the price and applicable deposit. We will contact the owner providing the details, once they confirm the availability of your chosen property or other arrangements you will be required to pay a deposit.

Once your deposit is received we will send you a booking confirmation on behalf of the owner setting out the details of your booking. Contact us immediately if any information which appears on the confirmation or any other document appears to be incorrect or incomplete as it may not be possible to make changes later.

You are required to pay the full price at the time or times set out in the booking summary.

On or before sending you confirmation of your booking we will provide details of the applicable security deposit. This is usually provided in the booking summary. This amount varies depending on the requirements of the principal but is intended to be a reasonable sum to meet contingent costs for damage, breakages and your exceptional use of utilities, services and similar additional charges which are your responsibility. If no claim is made against the security deposit or if there is a balance in your favour this will usually be refunded to you within two (2) weeks of the end of your stay.

If we do not receive all payments due in full and on time, the principal is entitled to assume that you wish to cancel your booking. In this case, they will be entitled to keep all deposits paid or due at the date. If your booking is not cancelled straight away because you have promised to make payment, you must pay the relevant cancellation charges on the date the principal reasonably treats your booking as cancelled.

A binding contract between you and the owner comes into existence when we dispatch a booking confirmation to the lead person.

Your contract(s) with the owner will be subject to the law referred to in the owners booking conditions. Any dispute, claim or other matter which arises between you and any owner must also be dealt with in accordance with those booking conditions.

Where we act as agent our relationship is governed by English law and this will apply to any dispute, claim or other matter of any description which arises between us (“claim”.). We both also agree that any claim (and whether or not involving personal injury) must be dealt with by the Courts of England and Wales only unless, in the case of Court proceedings, you live in Scotland or Northern Ireland. In this case, proceedings must either be brought in the Courts of your home country or those of England and Wales.

2; The cost of your booking

Please note, changes and errors occasionally occur. You must check the price of your chosen holiday at the time of booking.

The owner reserves the right to increase or decrease and to correct errors in both advertised and confirmed prices at any time before your holiday is confirmed. We will advise you of any error of which we are then aware and of the then applicable price at the time of booking.

The principal of your booking has the right to increase the cost of your holiday and pass on other charges to you subject to the principal’s booking conditions.

As Agent, all monies you pay to us for arrangements are passed on to the owner concerned within 48 hours.

Full payment of the total cost of your booking must be received by us no later than 8 weeks (i.e. on or before the 56th day) before your start date.

3; Villa prices and additional services

The applicable price of your chosen Property will be as confirmed at the time a booking is requested. All prices are calculated per week and in Sterling unless otherwise stated. You accept that all prices advertised are subject to change from time to time and without notice until acceptance of your booking has been confirmed by us on behalf of the Owner.

Unless detailed as payable locally or as otherwise confirmed to you in writing (this includes e-mail), the price includes gas, electricity, water, weekly linen change plus any maid service as specified and any other extra included services specified at the time of booking. There may be an additional charge in the event of excessive usage of any included service.

Local tourist and other taxes may be payable in addition to the cost of your booking.

Where we are asked or agree to arrange any additional services, such as taxi transfers (including by water), we do so solely as your agent and without any liability on the part of Chilled Villas or the performance of those services or for the acts or omissions of the provider of the services.

Chilled Retreats does not receive any payment in respect of any such service which will usually be made direct to the service provider at the time (via a local agent/ house manager). For any such service, you will have a contract with the service provider which will be subject to the service provider’s terms and conditions.

For some properties, subject to confirmation, a local cook is provided who will prepare agreed meals for you. The cost of all food and drink purchased will be payable locally. Special diets/allergies should be notified to Chilled Retreats in writing at the time of booking. However, please note that it is not always possible for special diets to be catered for. If you suffer from any potentially life threatening allergy, please consider whether the holiday arrangements you are considering are likely to be suitable.

Whilst dietary restrictions of which we are notified in writing in good time before departure (including food related allergies) will be passed on to the Owner, neither Chilled Retreats nor the Owner can guarantee that such restrictions will always be observed and accordingly do not accept liability if they are not. Under no circumstances is Chilled Retreats liable for any acts or omissions of a chef or cook where provided by the Owner as part of the amenity of the property.

4; Special requests, medical conditions / disabilities and allergies

If you have any special requests, you must advise us at the time of booking. Although we will endeavour to pass any reasonable requests on to the relevant principal, we regret we cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract on our part or on the part of the principal.

Confirmation that a special request has been noted or passed on to the principal or the inclusion of the special request on your booking confirmation or any other documentation is not confirmation that the request will be met. Unless and until specifically confirmed, all special requests are subject to availability. We regret no conditional bookings can be accepted, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as “standard” bookings subject to the above provisions on special requests.

If you or any member of your party has any medical condition, disability, significant reduction in mobility or a significant allergy which may affect your arrangements (including any which affect the booking process) or have any special requirements as a result, please tell us before you confirm your booking so that we can assist you in considering the suitability of the arrangements and/or making the booking. We will tell the principal concerned to ensure that they can meet your needs. You should also tell us if any such condition, disability, reduction in mobility or significant allergy worsens or develops after your booking is confirmed.

If, acting reasonably, the principal is unable to accommodate your needs they may decline or cancel a booking. We will do our best to assist you in finding alternative arrangements, however, if no such arrangements can be found we must reserve the right to decline any further assistance.

5; Cancellation or alterations by you

If you need to cancel or amend a confirmed booking, it is likely that cancellation/alterations charges will apply.

You should send us any cancellation request in writing by letter (or by email, confirmed by letter) addressed to us at hello@chilledtreats.com. We will pass on your request to the owner.

Usually, if your cancellation is received before the date on which the final balance is due you will lose your deposit but will not be liable for any further payments. If your cancellation is received after the final balance is due and the property cannot be re-let for the same period, you will be liable to pay a cancellation charge equivalent to the full price.

If the property is re-let at a price at least equal to the price paid, you will be reimbursed. If the property is re-let for an amount less than the price, you will receive a refund less the amount by which the property booking was discounted.

6; Cancellation or alterations by the owner

Most owners will reserve the right to cancel or make changes to your booking where necessary for reasons outside their control. Most changes will be insignificant, such as a facility in the property being unavailable.

As agent we have no liability for any cancellation or alteration of the booking by the owner and accordingly no responsibility for any costs, expenses or losses you incur as a result such as, for example, the cost of any flights or other arrangements you have made in connection with your booking of the property. If the situation arises we will do our best to assist you in finding another property suitable for your needs.

7; Responsibility for the use of the property

The property is let for holiday purposes only and may not be used for any other purpose without written consent. The number of occupants shall not exceed the published capacity of the property as stated on our website and in the booking summary at the time of booking.

The information and any description (including photographs) supplied by us are intended in good faith to show the property truthfully. However, changes affecting the property or local area may have occurred by the time of your stay. You accept that the decoration, furnishings and items provided with the property may differ from that shown on or in any website, brochure or literature available at the time of booking for whatever reason.

Should local amenities or facilities vary, have been withdrawn or not be available for any reason including as a result of weather conditions, insufficient demand, maintenance/repair or local circumstances, neither we nor the owner will be responsible.

Please note, it is the requirements and standards of the country in which any services which make up your holiday are provided which apply to those services and not those of the UK. As a general rule, these requirements and standards will not be the same as the UK and may sometimes be lower.

To the extent that the property fails to live up to your expectations based on any prior information available to you, or if the property is seen to be damaged either on arrival or at any time during your stay, you must notify us as soon as practicably possible.

When you book with or through us, you accept responsibility for any damage or loss caused by you or any member of your party. Except for any damage notified to us upon arrival, you will be responsible for all damage to the property and any loss which is apparent from an inspection of the property after your departure. Any costs will be taken from the security deposit. You will also be responsible for meeting any claims subsequently made against us or the principal and all costs incurred by us (including our own and the other party’s full legal costs) as a result of your actions. You should ensure you have appropriate travel insurance to protect you if this situation arises

If in the reasonable opinion of the owner or us, you or any member of your party behaves in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to property, either we or the owner concerned are entitled to terminate your arrangements without prior notice. In this situation, the person(s) concerned will be required to leave the property. Examples include but are not limited to, illegal activity, drug use, excessive noise, rude or disrespectful behaviour toward staff, hosting guests or parties without prior written approval. No refunds will be made and neither we nor the owner will pay any expenses or costs incurred as a result of the termination.

8. Your responsibility and Insurance

It is your responsibility to obtain all documents required for your travel and occupation of the property, to ensure these are in proper order and to take them with you and to ensure that you have a valid passport any necessary visas and comply with any health requirements. A British passport can take up to 10 weeks to obtain, sometimes longer.

Please be aware that during 2024 the European Travel Information and Authorisation System (ETIAS) will become effective, for more information, see www.etiasvisa.com

The UK Foreign Commonwealth and Development Office publishes regularly updated travel information which is relevant to your holiday on its website www.gov.uk/foreign-travel-advice and https://travelaware.campaign.gov.uk which you are strongly recommended to consult before booking as well as close to and in good time before departure. Up to date UK border control measures are available at www.gov.uk/uk-border-control.

It is a condition of your booking that you take out comprehensive personal travel insurance for all members of your party. It is your responsibility to ensure that the insurance you purchase is adequate and appropriate for your particular needs. Please read your policy details on receipt and take them with you whilst you are away.

It is your responsibility to take all precautions necessary or reasonable to keep all children and adults at the property safe and free from harm, especially around water. Neither we nor the principal will be held responsible for any accident that might occur as a result of you not being sufficiently vigilant around the property. Children must be supervised by a responsible adult in or around the swimming pool at all times.

9; Our liability as agent

Please note, this clause 9 applies to all bookings made with or through us.

We act only as agent for the owner. We do not act in any other capacity and do not enter into any contract with you in respect of the rental of the property or other arrangements, which will at all times be with the owner. As agent our responsibilities are limited to the provision of information in respect of properties or other arrangements which may be suitable for your requirements, facilitating your booking where requested to do so and otherwise communicating between you and the owner in respect of your booking.

We do not have any liability in any capacity (neither as agent for the owner or otherwise) in respect of the performance of your contract by the owner in any respect, including your occupation and use of the property or for the acts and/or omissions of the owner, their employees, agents and other third parties who provide any services in respect of or in connection with the property. We cannot accept any liability for any act(s) or omission(s) of the owner or anyone representing, or employed, contracted or otherwise used by, the owner. Further, we cannot accept any liability for any shortcomings or defects with or in any property as all properties and ancillary services are within the sole control of owner.

Our maximum liability to you if we are found to be at fault for any reason in relation to any service we provide (as opposed to any service provided by the owner or any third party used by them for whom we are not responsible) is limited to the commission we have earned or are due to earn in relation to the booking in question. We do not exclude or limit any liability for death or personal injury which arises as a result of our negligence or that of our employees whilst acting in the course of their employment.

The owner may exclude or limit their liability to you in respect of any breach of contract, negligence or other fault on their part (including without limitation, in respect of the acts and /or omissions of the owner or their employees, agents and other third parties who provide any services in respect of or in connection with the property) which may otherwise give rise to an entitlement on your part to claim damages. Any such exclusion or limitation will usually be found in the owners terms which we will make available to you at, or prior to, the time of booking.

Please bear in mind that any such exclusion or limitation will be subject to the laws of the country which apply to your contract with the owner which will generally not be English law. Unless otherwise stated in the owners own terms, their obligations will usually tend to using reasonable skill and care in the supply and provision of the property or other arrangements, they will not be responsible for any injury, illness, death, loss (including loss of enjoyment or possessions) damage, expense, cost or other sum or claim of any description whatsoever arising from any of the following: – the act(s) and/or omission(s) of the person(s) affected; or – the act(s) and/or omission(s) of a third party not connected with the provision of your arrangements; or – ‘unavoidable and extraordinary circumstances.’

Neither we nor the owner can be held responsible for noise or disturbance originating beyond the boundaries of the property or which is beyond the owners control. In the event that a source of reasonably obvious noise has been in existence prior to your arrival and we are informed of this, we will endeavour to contact you to inform you of the disturbance.

Neither we nor the owner can be held responsible for the breakdown of, or technical problems with, mechanical equipment such as pumps, boilers, air conditioning units, water heaters, swimming pool filtration systems or domestic equipment, nor for the failure or non-availability, for any period of time, of utilities such as water, gas and electricity.

The information and any description (including photographs) supplied by Chilled Retreats in respect of any Property are shown in good faith as generally being available at the time of Booking. Should local amenities vary or facilities not be available at certain times as a result of weather conditions or local circumstances, You acknowledge that Chilled Retreats cannot be held responsible.

10; Unavoidable and extraordinary circumstances

Except where otherwise expressly stated in these booking conditions, we regret neither we nor the owner can accept liability or pay any compensation where the performance or prompt performance of any obligations under the contract(s) with you is prevented or affected by or you otherwise suffer any damage, loss or expense of any nature as a result of unavoidable and extraordinary circumstances.

In these booking conditions, unavoidable and extraordinary circumstances means a situation which is beyond our, or the owners control, the consequences of which could not have been avoided even if all reasonable measures had been taken.

Such situations are likely to include (whether actual or threatened) war, riot, civil strife, terrorist activity, industrial dispute, natural disaster, exceptional weather conditions, fire, flood, an outbreak of a serious illness at your holiday destination, closure, restriction or congestion of airports, other transport hubs or airspace, flight restrictions imposed by any regulatory authority or other third party and volcanic activity. Unavoidable and extraordinary circumstances also includes the covid-19 pandemic and any other pandemic and any resultant impact on travel.

11; Complaints and Notification

In the event that you are disappointed with the property or other services or have any other reason to complain, we will attempt to assist you. You must contact us to allow us to assist you in liaising with the owner or their representative and give them the opportunity to deal with your complaint.

If you have any complaints concerning any services we provide, you must inform us straight away in writing and in any event within 28 days of the end of any arrangements booked through us. We regret we cannot accept any liability if we are not so notified.

Where we act as agent our maximum liability to you if we are found to have been at fault in relation to any service we provide (as opposed to any service provided by any third party such as a property owner for whom we are not responsible) is limited to the commission we have earned or are due to earn in relation to the booking in question. We do not exclude or limit any liability for death or personal injury which arises as a result of our negligence or that of our employees whilst acting in the course of their employment.

12; Villa Arrival and Departure Times

Prior to travel you will be notified of the arrival and departure information including when you may arrive and when you will be required to vacate the property. If you are due to arrive much later than the time given please notify the local manager so that they can assist you.

You must leave the Property before 10am local time on the date of your departure.

13; Governing law Jurisdiction

English law will apply to your contract and to any dispute, claim or other matter of any description which arises between you and us (except as set out herein) (“claim”). Any claim (and whether or not involving any personal injury) must be dealt with by the Courts of England and Wales only unless, in the case of Court proceedings, you live in Scotland or Northern Ireland. In this case, proceedings must either be brought in the Courts of your home country or those of England and Wales. If proceedings are brought in Scotland or Northern Ireland, you may choose to have your claim governed by the law of Scotland/Northern Ireland as applicable (but if you do not so choose, English law will apply).

14; Assistance while you are away

In the event you end up in difficulty (of any sort) during your holiday, we will provide you with appropriate assistance as soon as reasonably possible including by the provision of appropriate information on health services, local authorities and consular assistance and by assisting you to make distance communications and to find alternative travel arrangements as may be applicable. Where you are in difficulty as a result of your negligence, we may charge you a reasonable fee for this assistance which will not exceed the costs we actually incur.

Perfectly Chilled Travel LLP, 9, Malvern Road, Worcester WR42 4LE . Registered in England & Wales No: OC344886.