Terms and Conditions of Booking – 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 customer 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 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 confirmed until we have received the completed booking form via email. Any guests that initially booked before 5th November 2020 are 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 if they have been abroad prior to that. NO exceptions will be made.
We are unable to take bookings from any guest whose home address is in Tier 3 until that is officially changed on the UK Government website. After this, guests may book for arrival no less than 7 days after. For Bookings made in advance and a guest’s home address moves into Tier 3, the guest will be unable to attend, please see the cancellations section.
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.
We will not be able to accommodate any guest that has been identified as being in the ‘clinically extremely vulnerable’ category and has been advised by the NHS to self-isolate at any time between March 2020 and time of booking.
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.
At this time guests will not be able to change the allocated room once they have entered, please ensure that all room requirements are discussed at the time of booking, we will endeavour to fulfil these requirements, however cannot guarantee in case rooms have to be reallocated due to extended cleaning requirements. We also ask that guests do not enter any bedroom other than their own.
We are unable to offer shared rooms to guests unless they come from the same household.
Guests whose home address is within Tier 2 are not allowed to socialise indoors with anyone outside of their home bubble.
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 (max 6 at this time) 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. It may become necessary due to specific Tier guidelines to restrict juices throughout the day and evening soups to room service only.
Staff members are unable to carry guests’ bags or luggage to/from their rooms.
Guests will be given a time each day that their room will be cleaned, during which time they must vacate the room to allow for housekeeping staff to enter safely, guests cannot enter their room whilst the UV Sanitiser unit is in operation. This should only take around 30 minutes. Rooms will be cleaned every day; guests may not refuse housekeeping staff entry.
Due to GDPR all guests by signing the Booking Form are giving their consent to Simply Healing Retreats Ltd holding 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, are unsure they are well enough to drive themselves, or do not have private means of transport, Management will have to discuss the situation with the appropriate health care professionals and local authorities. No refunds will be issued for remainder of the pre-booked stay.
Guests who are forced to self-isolate here 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 whilst deep cleaning takes place. 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 Retreats’ 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 any supplements that have contra-indications.
In the event that a Guest fails to inform ‘Simply Healing Retreats’ of any pre-existing medical conditions 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 are to be allocated an arrival time at the time of booking. If they are unable to make this time, they must contact us to re-arrange. Guests will only be admitted at the prearranged time. Guests arriving before their arrival time will be asked to wait in their car until the allotted time and someone will let you know when you can enter the building. As above guests will have their temperature taken on arrival and shown to their room.
Where possible we prefer that clients 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 Retreats 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 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 for clients showing symptoms or who have tested positive, guests whose home address moves up into Tier 3 after the time of booking, or guests notified by that they have been in contact with someone who has tested positive and they need 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 we do not refund any deposits. If the full amount of the retreat has already been paid, we will issue a refund 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 or the home address moves out of Tier 3. 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 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 any guest has knowingly failed to answer the covid-19 secure questions truthfully, or not given an accurate account of any pre-existing medical conditions or anything else at the time of booking or on the Booking Form completed before arrival, 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, the event of a further lockdown, or if moved into Tier 3, 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 Retreats’ is forced to cancel any programmed detox retreat due to unforeseen circumstances such as damage to the building, failure of heating/hot water or any other situation that means we cannot safely accommodate guests; we will endeavour to give the client as much prior notice as possible 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, and will be determined by the weather conditions local to Simply Healing Retreats. 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 already incurred by the client for travel either to or from the retreat in the event of cancellation by us. We highly recommend that guests take out the appropriate Insurance to cover themselves for travel costs in the event of cancellation.
PACKAGE AND TREATMENT CHANGES
‘Simply Healing Retreats’ 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 Retreats is not a rehab facility, and we do not have the medical staff on hand to deal with possible withdrawal issues. If you feel you have an issue with drugs and alcohol of any kind you must discuss it with us before Booking. Any guest that we feel may be at risk of going into drug or alcohol withdrawal during their stay will be asked to leave and no refund will be offered.
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