Cancellation policy - 3rd party website bookings

If the rental client opts to cancel their reservation, the amount refunded will be based on the cancellation policy applicable to your booking, as established by the website where you made the reservation. There are various cancellation policy options available on third-party sites, so we recommend consulting or contacting the website you used for clarification; your booking confirmation email often outlines the cancellation policy linked to your reservation.

In certain circumstances, different policies may take precedence and dictate the refund amount you receive. If unforeseen circumstances compel you to cancel your reservation, you might qualify for a partial or full refund under the “Extenuating Circumstances Policy” of the site you booked with. If this situation pertains to you, please reach out to the website where you made your reservation.

Richmond Property Group does not have its own extenuating circumstances policy but may consider individual requests without any obligation to issue additional refunds.

Generally, our policy stipulates that if the owner successfully re-rents the space to another client for the originally booked dates, a partial refund equivalent to the revenue generated from that booking will be issued, after the booking concludes. The implementation of this policy is solely at the owner's discretion.

We strongly advise all clients to secure appropriate insurance policies to cover their bookings, and we reserve the right to confirm that clients have made attempts to claim cancellation fees through their insurance before considering any refunds in extenuating circumstances.

Cancellation policy - Direct bookings with Richmond Property Group

Bookings made directly with Richmond Property Group Ltd through this website are subject to the following RPG Cancellation Policy.

– Cancellations can be made up to 60 days before the arrival date without incurring any fees.

– Cancellations made within 60 days of the arrival date will receive a 50% refund.

– Bookings cancelled within 30 days or less of the arrival date are non-refundable, with the full balance required.

To secure your booking, a 50% deposit of the total amount is required.

Your booking will only be confirmed once you receive a booking confirmation from Richmond Property Group. The remaining balance must be settled seven days before the start date of your booking; otherwise, the company reserves the right to cancel the reservation entirely.

In cases of cancellation, we will make efforts to re-let the property, which may allow us to issue a refund. Please contact us after your originally booked dates have elapsed, and we can provide details regarding the status of your booking.

The Rental Client acknowledges that no refunds will be granted due to weather or water conditions, issues with neighboring properties, or any other circumstances beyond the Owner's control.

BEST PRICE GUARANTEE

As the official booking platform for Richmond Property Group, www.RGroup.Properties guarantees the most competitive rates for your stay. We proudly offer a best price guarantee for every booking made through our site!

Terms & Conditions

1. **Eligibility:** Applicable to bookings or purchases made on www.RGroup.Properties.

2. **Guarantee Coverage:** This guarantee ensures the best available price on our website for identical properties, dates, and conditions, covering all aspects of your stay, inclusive of cleaning and service fees.

3. **Claim Process:**

   - Book through our website.

   - If you discover a lower price online, submit a claim within 24 hours, providing proof of the lower price via email to Properties@RGroup.co.uk.

   - Ensure that the competing price reflects all final fees for your stay, including cleaning fees, service fees, and the correct guest count.

   - We will verify your claim and adjust your booking accordingly if valid.

4. **Exclusions:** This guarantee does not apply to non-public rates or auction sites.

5. **Company Discretion:** We reserve the right to decline claims or modify/amend this offer without prior notice.

6. **General Conditions:** Participation in the guarantee signifies acceptance of these terms. This offer is governed by UK laws, and any disputes will be subject to UK courts.

Booking Modifications

Guests are accountable for any alterations to their bookings that they consent to and agree to cover any added costs, fees, or taxes related to these modifications. Since many of our properties frequently operate at full capacity, changes to dates or converting bookings into voucher credits can only be done with prior approval. Requests for such changes will be treated as cancellation requests.

Cancellation By Owner

In the event that the Property is damaged, destroyed, rendered uninhabitable, or becomes unavailable for any other reason, the Owner reserves the right to terminate this Agreement by providing written notice to the renter. The Rental Client will receive a full refund of all payments made, and the Owner shall incur no further liability to the Rental Client.

Your Responsibilities

You are accountable for your own actions and omissions, as well as for the conduct of anyone you invite to access or join any Accommodation or Experience.

For instance, this entails:

(i) ensuring that the Accommodation (along with any personal belongings) is left in the same condition as when you arrived,

(ii) being liable for covering all Damage Claim amounts necessary for any damage incurred by you, your guests, or your pets to the Accommodation,

(iii) consistently acting with integrity, treating others with respect, and adhering to applicable laws.

If you are making a booking for a minor or bringing a minor to a Host Service, you must have the legal authority to act on the minor's behalf and are entirely responsible for supervising that minor.

Use Of Property

Our comprehensive house rules can be accessed at: https://tinyurl.com/RPGHouseRules, as well as at the bottom of this agreement.

The Rental Client agrees to utilize the Property solely for personal vacation purposes, unless otherwise specified in their booking request or with prior written consent. All individuals staying overnight at the Property (including guests) must be listed on the Rental Agreement, and it is the Rental Client's responsibility to ensure that all occupants and guests comply with the rental terms and conditions. Should the Rental Client and/or their Group breach this provision, it will be considered a fundamental violation of this Agreement, allowing the Owner to evict all occupants from the Property without refund or compensation. Please be advised that every individual, regardless of age, is counted towards the occupancy of the Property.

Camping, tenting, or any other auxiliary accommodations on the Property are strictly prohibited without prior written authorization.

Limitation Of Liability

The clients acknowledge, represent, warrant, and agree with the Owner that I/we will utilize the property and its facilities in accordance with the rental agreement and the provided Property Information, understanding that this is undertaken at our own risk. I/we also indemnify and hold the Owner harmless from any personal injury, illness, or death, as well as any loss or damage to the person or property of the Rental Client, their family, or guests, occurring during or after the occupancy period, regardless of the cause.

Moreover, I/we accept full responsibility for the property's use and any recreational equipment, including boats, bicycles, and motors, agreeing to cover any damages incurred, excluding normal wear and tear. I/we also acknowledge our responsibility to adhere to all health and safety, fire safety, water safety, and Boating Regulations/Operator Competency Requirements where applicable. The Rental Client further acknowledges and agrees to utilize the Property and its facilities in compliance with the rental terms and conditions, understanding that this is done at their own risk.

Complaints procedure

IIf you are dissatisfied with your experience at a Richmond Group Property, we invite you to reach out to us via email at Properties@RGroup.co.uk, where we will assess your concerns and address them appropriately.

Force Majeure

Richmond Property Group shall not be held liable for any delays or failures in performance arising from circumstances beyond its reasonable control. This includes, but is not limited to, natural disasters, wars, acts of terrorism, riots, embargoes, actions taken by civil or military authorities, fires, floods, accidents, epidemics or disease outbreaks, strikes, or shortages in transportation, fuel, energy, labor, or materials.

Applicable Law and Jurisdiction

These Terms are governed by and interpreted in accordance with UK law. As a consumer, you may initiate any legal proceedings related to these Terms in the appropriate court of your residence or in the competent court where Richmond Property Group conducts its business in the UK. If you are representing a business, you agree to submit to the exclusive jurisdiction of the UK courts.

Privacy Policy, Data Security & GDPR

Richmond Property Group Ltd does not retain customer information or data beyond what is necessary for our communication regarding bookings. All data and information provided to and managed by Richmond Property Group Ltd is handled in compliance with GDPR regulations. For any inquiries, please contact our data controller, Mr. Julian Foster, via email at Julian.Foster@RGroup.co.uk or through our postal address.

Our mailing address is:

Richmond Property Group Ltd, Walton House, 56-58 Richmond Hill, Bournemouth, BH2 6EX.

Appendix

Richmond Property Group - House rules

Our most important rule – Is that you must have a wonderful stay at our properties! – please let us know of anything you need to improve your stay, or improve the property.

There are strictly no parties or events allowed. We monitor the property with motion and noise sensors, along with cameras on the front door where possible. We reserve the right to use security services to attend and break up any parties, switching off electricity, and ejecting all guests, with the costs charged from your deposit method if required. You will not be warned twice to reduce noise, and we have a zero tolerance policy on this. So please ensure that your group is fully aware of simple rules such as no amplified music at any point, and adhering to quiet hours when neighbours will be sleeping.

Some guests might be surprised with how quickly we respond with action where rules are breached. But please understand that our properties have been abused in the past by illegal parties, and that our neighbours wish for peaceful enjoyment of their properties, at all times.

We have some requirements for booking our properties.
To protect against identity theft, and to understand who is staying at the property.
We must be sent the following prior to the booking.
– You must be fully verified on the website you’ve booked on
– Job title of lead booker confirmed
– LinkedIn profile or proof of work provided for lead booker
(i.e photocard ID matching name of booking)
– A copy of passport or driving license sent to us directly
– Confirming the reason for the stay, for yourself and all guests

Without all of these things, the booking may be cancelled.
We verify bookings and information supplied in person, when our host checks you in.
It is a criminal offence to provide false or misleading information to gain access to a property, and we report incidents of fraud to local police.

We reserve the right to cancel reservations from local bookers, unless the reason for stay is valid.

No smoking is allowed inside. Removal of smoke smell from rooms, will cost £100 per room to rectify. Guests who smoke outside, should be careful not to disperse smell via their clothes.

Decorations should not be put up with prior consent. Stickers on walls which remove paint, or leave marks can require the entire wall to be repainted, which will be charged to you as the guest.

Please remove shoes where possible when inside the property. Marks on the carpets from shoes can be charged at a rate of £100 to hire a carpet cleaner.

No pets are allowed unless specified in booking. An extra pet fee of £50 may be levied to pay for any extra cleaning requirement. Guests are advised to bring throws and towels for their pets.

No unregistered guests are allowed to attend the property at any time without prior consent. Extra guests over those stated in the booking, will be charged at standard rates of £50 per person, per night. If bookings are found with extra guests, then we reserve the right to cancel the booking with immediate effect and without refund.

Please do not use white linens / towels to remove make-up, and be cautious of sleeping on our white linens with make-up on, stained linens will be recharged to the client.

Please respect the noise curfew. Any noise after 10pm may disturb neighbours sleeping and is not acceptable, any loud noise that may disturb the general ambiance of the area and neighbours is also not acceptable. Speakers and amplified music are not allowed at any point (Including portable speakers) We reserve the right to cancel bookings with immediate effect if these rules are broken.

If a neighbour flags your group as being noisy, and we have to attend, the immediate action will not be to quiet your group down, but to evict your group from the property. You may not be warned before this action takes place. Security and police will be called, and electricity/water cut from the property. The cost of evictions is high, and billed to the lead booker. Police reports for public disorder are always filed.

Please respect the stated check-in and check-out times. Late check out incurs an automatic £50 fee. Check out later than 1 hour, which affects the next guest will incur a charge equal to the base rate of the date affected.

Please take extra care of your keys. Lost keys incur a replacement fee, which may include replacement of the lock mechanism.

Please take care of the furnishings. You will be liable to pay for damages that exceed the security deposit.

If you require extra towels or linens, then please let us know. Please take care if taking anything from our cupboards, as time re-stacking our linens can be recharged to you.

Please don’t rearrange the furniture. Extra time in rearranging the property to its initial condition can be recharged at a rate of £50 per hour to pay for additional workmen.

Please do your dishes and put things in bin bags at the end of your stay. Leave the house, as you would wish it to be found by the next guest!

Please take your rubbish out before you leave where possible.

No illegal substances are allowed on the premises at any time, including laughing gas. We have a zero tolerance policy on drugs, and your security deposit may be retained in full if drugs are consumed on the property.

All of these rules apply to all of your guests, and any other persons on site during your booking. It is your responsibility to share and enforce these house rules with your guests during your stay.

Let us know of anything that has happened at the house, any breakages, any suggested improvements, any additional cleaning products needed.

Your feedback is really important to us. And will help us ensure you and future guests have a great stay.