TERMS AND CONDITIONS OF BOOKING – JUNE 2021
COVID 19 SPECIFIC
Each booking will only be secured by the receipt of a completed signed Booking Form together with the relevant NON-REFUNDABLE deposit. Deposits will not be refunded under any circumstances.
Deposits are to be paid over the phone, by credit or debit card, we do not accept American Express or bank transfers.
Upon receipt of completed Booking Form from all guests within a party – which must be completed by each guest due to the covid-19 specific safety questions and the relevant deposits have been paid. The lead guest will be sent a Booking Confirmation letter by email, this letter and this letter only is the confirmation of your booking, until you have received this, no booking can be guaranteed.
Simply Healing Retreats Ltd., (Simply Healing) cannot be held responsible for any travel costs, booked before the Booking has been acknowledged in writing.
The balance of your retreat must be received at least seven days before your expected date of arrival.
Any payment due for additional treatments or supplements etc., at the end of your stay, can only be paid for by credit/debit card. We will not take any cash payments at all. Please note that check-out balances cannot be taken from the card details supplied over the telephone, banking guidelines state that if the cardholder is present, payment must be taken from the card using the usual chip and pin facilities or contactless payment if available. There is a limit on contactless payments, however you can also use Apple pay if you wish to do so to avoid touching the card machine.
At this time, no paper literature including Booking Forms and T&C’s will be provided. These will all be sent via email. Similarly, we will not be accepting Booking Forms via post.
We will not accept pregnant women on any detox programme.
COVID-19 SPECIFIC TERMS
No booking will be guaranteed without the completed booking form has been returned via email (completed by the guest – please see above) even after the booking has been confirmed right up until the day of arrival if Covid Secure Questions have not been answered in writing. If it is necessary to move a booking each guest is required to complete a new booking form.
Guests MUST have been in the UK a minimum of 14 days prior to their arrival and if necessary, the appropriate isolation undertaken. NO exceptions will be made.
Guests must inform Simply Healing as soon as possible if any of they become aware that the answers to the covid-19 secure questions may have changed at any point between booking and the date of arrival.
It is preferred that all guests undertake Lateral Flow Covid testing both before arrival and during their stay if staying for more than 5 days. Any guest not wanting to undertake testing, will have to keep their face mask on during treatments which will be adapted to miss out any facial/facial massage elements not possible due to the mask.
Guests are required to have their temperature taken on arrival and then each morning of their stay. Any guest refusing to have their temperature taken, will be asked to leave, with no refunds offered.
Guests are not able to change their allocated room once they have entered, please ensure that all room requirements are discussed at the time of booking, Simply Healing will endeavour to fulfil these requirements, however cannot guarantee in case rooms have to be reallocated due to extended cleaning requirements. Guests must not enter any bedroom other than their own.
Shared rooms can only be booked by guests from the same household.
In order to maintain social distancing, there may be restrictions on the number of guests that can be in communal areas at any one time. Depending on the number of guests (at this time anticipated being a maximum of 8 until such time that all restrictions are lifted) it may be necessary for guests to be split into groups for juices, soups and any other activities where guests come into contact with each other. Guests need to stay in their group and stick to timings that are issued.
Staff members are unable to carry guests’ bags or luggage to/from their rooms.
Guest Bedrooms will be cleaned daily, during which time they must vacate the room to allow for housekeeping staff to enter safely, if it is not possible to do so during a time the client is in a treatment, the guest will be given a time that their room will be cleaned. Guests cannot enter their room whilst the UV Sanitiser unit is in operation. This should only take around 30 minutes. Guests may not refuse housekeeping staff entry.
Due to GDPR by signing the Booking Form guests are giving their consent for Simply Healing Retreats Ltd to hold their contact details for at least 21 days after the date of departure and that if it becomes necessary these details can be passed to the relevant authorities if:- Another guest or member of staff they came into contact with begins to display covid-19 symptoms. Another guest or member of staff tests positive for covid-19.
GUESTS SUSPECTED OF HAVING COVID-19 SYMPTOMS DURING THEIR STAY.
If any guest suspects that they may have developed covid-19 symptoms during their stay, they must stay in their bedroom and advise management ASAP via telephone or email.
In order to contain any infection, Simply Healing will carry out a Covid-19 test in house, the cost of which will be passed on to the guest. The cost of the test is £240.00
Any guest testing positive or showing any symptoms will, in accordance with Government guidelines be asked to leave and return to their own home to self-isolate for the required length of time, where possible. They should use private transport but only drive themselves if they are well enough to do so safely, making no stops on their journey home. If the guest cannot return
home because they are either not well enough to do so, cannot be picked up by a member of their household, or do not have private means of transport Management have to discuss the situation with the appropriate health care professionals and local authorities. If a guest has to leave no refunds will be issued for remainder of the pre-booked stay.
Guests who are forced to self-isolate at Simply Healing will be charged an extra £50 per day until the end of their pre-booked retreat, and from thereon, £250 per day. This amount takes into consideration additional PPE needed for staff and the additional cleaning costs required at the end of stay and compensation for the loss of income from the room being decommissioned. Guests will be asked not to leave their room during the isolation period, juices and soups will be delivered to the room. We will provide housekeeping, cleaning staff will wear full PPE as guests will need to stay in the room, however the social distancing guidelines will be adhered to where possible. Guests will be supplied with cleaning products to do additional cleaning if they wish to.
PRE-EXISTING MEDICAL CONDITIONS.
Guests must make Simply Healing aware at the time of booking of any pre-existing medical conditions, medication/treatment, allergies and intolerances. As well as any surgeries that have been undertaken in the past 12 months in order that we can assess if there are contra-indications.
In the event that a Guest fails to inform Simply Healing of any pre-existing medical condition(s) or regular medication that they are taking either at the time of Booking, upon arrival or in the Confidential Health Questionnaire, Simply Healing Retreats cannot not be held responsible for any health issues/complications that arise from possible contra-indications.
Any medical condition not disclosed at the time of booking which may have implications in regards to Covid-19 and the suitability of the guest to undertake a retreat, will be asked to leave and no refunds will be issued.
IMPORTANT Arrivals will be staggered. Guests will be allocated an arrival time at the time of booking. If unable to make this time, they must contact us to re-arrange. Guests will only be admitted at the pre-arranged time. Guests arriving before their arrival time will be asked to wait in their car until the allotted time or until they can safely enter the building.
As above guests will have their temperature taken on arrival and shown to their room. Any Guest with a temperature over 37.8 degrees will not be admitted in to the building, but asked to return to their car and we will retest them after a short time. If the temperature is still raised, they will be asked to return home.
Where possible guests should travel using private transport, if it is necessary to use public transport, guests must ensure that they take the appropriate precautions.
We cannot allow anyone to enter the building other than the pre-booked guest. No family members or drivers will be admitted under any circumstance.
Simply Healing reserve the right to change arrival times and days as their discretion if necessary. Guests will be notified at least 24 hours in advance.
We are unable to offer changes to the scheduled day/time of arrival/departure at this time.
Any guest choosing to arrive after the set day and time of arrival or leave before the scheduled end of the retreat, will not be entitled to any refunds or discounts on the current price of their chosen retreat.
On the day of departure, bedrooms must be vacated by 13.00 and luggage must be taken straight to your car. If waiting for a taxi bags can be left in the porch (weather permitting) or can be stored in bedroom until departure. Drivers and family members will not be admitted to the building.
Cancellations Covid-19 Related.
During the covid-19 pandemic our cancellation policy has been revised to reflect the requirements of self-isolation, if a client: –
Tests positive for Covid-19.
Is notified by NHS Test & Trace, that they need to self-isolate.
A member of their household/bubble tests positive or is informed to self-isolate.
In these cases, guests can cancel right up until the day of arrival. Any deposit paid can be moved to an alternative date only, all deposits are non-refundable. Where the full amount of the retreat has been paid, a refund will be possible for anything over the deposit amount paid. Alternatively, the full amount can be moved to an alternative date subject to a £75.00 admin fee. This date must be at least 7 days after any period of isolation has finished. A new booking form must be completed.
The guest will need to provide Simply Healing with proof of the above.
Non Covid-19 related cancellations.
Once we have received your booking, any cancellation will result in the loss of the deposit amount paid.
Cancellations received less than 5 days before the commencement of the Booking will result in the package price being charged to the client.
In some circumstances, and only with more than 5 days’ notice, although the deposit will be forfeited ‘Simply Healing Retreats’ may carry the balance over to the next available retreat. Only one alternative date will be offered. This is however, entirely at the discretion of the Management team and an admin fee of £75.00 will be charged.
CANCELLATION BY SIMPLY HEALING RETREATS
‘Simply Healing Retreats’ reserves the right to cancel your booking and you may be charged up to 100% of the final booking amount if you fail to provide us with a completed signed Covid-19 Secure Booking Form by no later than 7 days before the commencement of your booking. (Specific to guests who initially booked before November 5th 2020)
If at any time Simply Healing believe that a guest has knowingly failed to answer the covid-19 secure questions truthfully, not given an accurate account of any pre-existing medical conditions, or any other part of the Booking Form either at the time of booking or on the completed Booking Form, that may compromise the safety of themselves, other guests and staff members. The guest will be asked to leave and no refund will be offered.
CANCELLATION DUE COVID-19 CLOSURES/UNFORESEEN CIRCUMSTANCES/ADVERSE WEATHER CONDITIONS
In the case that Simply Healing has to cancel an individual guest or a group of guests due to Covid-19 risks, or the event of a further Government enforced lockdown. Bookings will be transferred to an alternative date. Refunds less any deposit paid, may be issued at the management’s discretion, but are not guaranteed.
In the unfortunate event that Simply Healing is forced to cancel any programmed detox retreat or individual booking due to unforeseen circumstances such as damage to the building, failure of heating/hot water or any other situation where guests cannot be accommodated safely; as much prior notice as possible will be given and an alternative date of the guests choice will be offered.
Client cancellations due to Adverse Weather conditions will be considered on an individual basis, Client Cancellation costs as detailed above in the non COVID-19 section will be incurred if the Management feel that it is possible for a client to attend.
In the event of cancellation by Simply Healing Retreats due to adverse weather conditions in the local area the option will be given to transfer to an alternative date or a full refund will be given.
In the event of cancellation by Simply Healing Retreats for any reason, other than those itemised above, the option will be given to transfer to an alternative date or a full refund will be given.
Simply Healing Retreats cannot be held responsible under any circumstances, for any expenditure incurred by the client for travel either to or from the retreat in the event of cancellation. It is highly recommended that guests take out the appropriate Insurance to cover themselves for travel costs in the event of cancellation.
PACKAGE AND TREATMENT CHANGES
Simply Healing reserves, the right to change the inclusive elements of a retreat package including treatments at any given time without prior notice.
IN-APPROPRIATE BEHAVIOUR AND CONDUCT
Any client that is found to be:-
• Smoking anywhere within the building (please also read Breakages, Damages and Spillage)
• Consuming or concealing food or alcohol/illegal substances in their bedroom
• Actively ignoring safety/health guidelines
• Undertaking ‘homestyle’ DIY detox supplements or treatments of any kind
• Abusing or Misusing of any property of Simply Healing Retreats
Will be asked to leave with immediate effect, and no refund will be given.
Any client asked to leave during a retreat, for any reason will no longer be welcome.
ALCOHOL AND ILLEGAL SUBSTANCES
Any client that appears to be under the influence of alcohol or illegal substances upon arrival, or at any time during their stay will be asked to leave with immediate effect and no refunds will be offered.
Rapid withdrawal from alcohol and drugs can be extremely dangerous and in some cases life threatening. Simply Healing is not a rehab facility, and we do not have medical staff on hand to deal with possible withdrawal issues. If you feel you have an issue with drugs and/or alcohol of any kind you must discuss it with us before booking.
Any guest at risk of going into drug or alcohol withdrawal during their stay will be asked to leave and no refund will be offered. If it is felt necessary Simply Healing will seek emergency medical care for the guest.
BREAKAGES, DAMAGE AND SPILLAGE
Any breakages or damage to any fixtures or fittings on the premises will be charged to the client with immediate effect.
Under no circumstances must Nail Varnish, Hair Dye, Bleach or Tanning products be used. Any colouring found on Tiling, Carpets, Linens or any other property will be charged for.
Any Spillages that result in staining on carpets, bedding or furnishings will be charged for. Where possible, Simply Healing Retreats will attempt to get the stain professionally removed, however if this is deemed impossible by our cleaning contractors the guest will be liable for the costs incurred in replacing the item like for like.
Any Breakages, Damage, Spillages/Stains discovered after check out the guest will be notified in writing and payment requested.
Any client found to be smoking in the house, will be fined in line with current legislation, plus an additional charge of £100.00 for the cost of deep cleaning the area the client was smoking in. If a client is found smoking in any bedroom the client will also be charged £250.00 per day for any time that the bedroom is unable to be used.
Call: 01403 822117