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TERMS AND CONDITIONS OF BOOKING INCLUDING COVID-19 SPECIFIC TERMS

Updated 16th May 2022

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.

The balance of your retreat is due seven days before your expected date of arrival. This will be taken from the card details supplied on booking – the guest must inform Simply Healing prior to this if they wish to use a different card. 

Upon receipt of completed Booking Form from all guests within a party 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 is guaranteed. 

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 cash or cheque payments. 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 £100 limit on contactless payments, however you can also use Apple pay if you wish to do so to avoid touching the card machine. 

We cannot accept pregnant women on any detox programme.

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 5 years 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 is a direct contraindication for any treatment that is a part of a package or booking as an additional treatment will result in the guest not being able to undertake that treatment and no alternative or refund will be offered. 

Covid-19 Specific Terms

All guests must undertake Lateral Flow Covid testing both before arrival and during their stay if staying for more than 7 days.  Confirmation of a negative lateral flow test taken no more than 24 hours before arrival must be emailed to Simply Healing before arrival for our records.  Failure to provide this test will result in the booking being cancelled and no refunds will be given.  

If it is necessary to move a booking due to covid-19 each guest is required to complete a new booking form for the re-arranged date. 

Guests MUST have been in the UK a minimum of 5 days prior to their arrival and will need to provide Simply Healing with a PCR test result taken a maximum of 24 hours before arrival. After arrival they should continue to undertake daily Lateral Flow Testing.  

Guests must inform Simply Healing Retreats if they or any member of their household tests positive for covid or displays covid like symptoms in the 5 days leading up to arrival and the retreat for no less than 14 days after the original date of arrival. 

Guest Bedrooms will be cleaned daily.  Guests may not refuse housekeeping staff entry. 

Any guest failing to observe the requirements of the Covid-19 Policy will be asked to leave with no refunds offered. 

Guests Developing Covid-19 Symptoms During their Stay.

If any guest suspects that they have developed covid-19 symptoms, 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 Lateral Flow Test in, the cost of which will be passed on to the guest. 

Any guest testing positive or showing any symptoms will be asked to leave and return to their own home, where possible using private transport.  If the guest cannot return home because they are not well enough to do so, will be charged an extra £50 per day until the end of their pre-booked retreat, and from thereon, £250 per day if the isolation period (time testing positive) extends beyond this.  This amount takes into consideration additional costs for both staff and the additional cleaning costs and compensation for the loss of income from the room.  Guests will be asked not to leave their room during the isolation period, juices and soups will be delivered to the room. Guests will be supplied with cleaning products to maintain room hygiene. If a guest has to leave no refunds will be issued for the remainder of their stay.

Arrival/Departure

IMPORTANT Arrivals will be staggered.  Guests will be allocated an arrival time and informed of the arrival process. 

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 11.00 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.

CANCELLATIONS

CLIENT CANCELLATIONS

Cancellations Covid-19 Related.

Whilst no longer considered in a pandemic, our cancellation policy has been revised to reflect the requirements of our covid policy, if a client: –  

  • Tests positive for Covid-19.
  • A member of their household/someone they have had direct contact with tests positive or is informed to self-isolate.   

The guest will need to provide Simply Healing with proof of the above. 

In these cases, guests can cancel right up until the day of arrival.  Any deposit paid will 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. This date must be at least 14 days after the original booking date and a negative test has been provided. A new booking form must be completed. 

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 full 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 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 before the commencement of your booking. 

Guest will be asked to leave and no refund will be offered, if at any time Simply Healing believe that a guest has knowingly failed to:- 

Inform of covid-19 status as per the Booking Form truthfully.  

Given an accurate account of any pre-existing medical conditions, either at the time of booking or on the completed Booking Form or Health Questionnaire. 

Failed to answer truthfully any questions that may compromise the safety of themselves, other guests and staff members.

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. If no alternative date is suitable 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 guest’s choice or a refund will be offered. 

Client cancellations due to Adverse Weather conditions will be considered on an individual basis.

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 for any reason.  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. Any guest suspected of going into drug or alcohol withdrawal during their stay, Simply Healing will seek emergency medical care for the guest without exception. 

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 £150.00 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.