By making a booking with Rest & Refresh you are deemed to have read and accepted the following Terms & Conditions in full. For any enquiries please contact us at hello@restandrefresh.co.uk or call 0333 358 0917.
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Terms & Conditions
Rest & Refresh (AMZS Properties LTD) 109 Coleman Road, Leicester, LE5 4LE Company Registration: 13191664
By making a booking with Rest & Refresh you are deemed to have read and accepted the following Terms & Conditions in full. For any enquiries please contact us at hello@restandrefresh.co.uk or call 0333 358 0917.
1. Booking & Payment
Full payment is required at the time of booking, prior to occupation. Payment must be made in UK Pounds Sterling by bank transfer or credit/debit card. All bookings must be paid in full within 2 days of receiving any subsequent invoices. Upon receipt of payment, written confirmation will be sent to you by email — please retain this as your receipt. You may extend your stay at any time subject to availability. No additional fees are charged for last minute bookings. Guests must be over 21 years of age to make a booking with Rest & Refresh.
Holding Deposit
At our discretion, a holding deposit of £350 may be required at the time of booking. Where this applies, valid photo ID and proof of address must be provided. Deposits are taken by credit/debit card or bank transfer and are refunded once keys are returned and the property has been inspected for damages.
2. Cancellation Policy
All bookings are non-refundable. No refunds will be made for non-arrivals or early departures. Any curtailment of your stay will be treated as a cancellation. We strongly recommend that all guests take out adequate travel insurance prior to their stay, as cancellation charges may be recoverable through your provider depending on your circumstances.
If We Cancel Your Booking
In exceptional circumstances it may be necessary for Rest & Refresh to cancel a confirmed booking. In such cases we will make every reasonable effort to offer a suitable alternative within our property portfolio. If no suitable alternative can be provided, a full refund will be issued for any dates we are unable to accommodate.
3. Amendments to Bookings
If You Amend a Booking
If you wish to make changes to your booking — including dates, property or check-in/check-out times — we will make every reasonable effort to accommodate your request, though any additional charges incurred will be passed on to the guest. Amendments requested after a stay has commenced may not always be possible. If you wish to vacate the property early and terminate the remainder of your stay, this must be confirmed in writing with keys returned on the newly agreed departure date. Rest & Refresh accepts no liability for any loss, damage or expense arising from early termination.
If We Amend a Booking
Rest & Refresh reserves the right to make changes to any booking at any time. Where an amendment is necessary, we will make every effort to provide an equivalent alternative property. We are not obliged to provide reimbursement or compensation in such circumstances.
4. Facilities & Services
No items are to be removed from any property or dismantled in any way. Furniture must not be moved within the property. Rest & Refresh cannot be held responsible for the failure or interruption of utilities, appliances or communications services including washing machines, tumble dryers, dishwashers, televisions, broadband, electricity, water or heating. Where a service interruption is reported to us, we will use all reasonable efforts to rectify the issue within a reasonable timeframe.
Broadband
Free wireless broadband is provided at all properties. While we endeavour to maintain a reliable connection, we cannot guarantee connectivity at all times. Support is available for faults relating to our hardware only. If a broadband key or fob code is lost or not returned upon checkout, a replacement charge of £25 will apply.
Maid Service
For stays of two weeks or more, a regular maid service is provided on a weekly, fortnightly or monthly basis. This includes a full clean of the property and fresh bed linen and towels.
Extra Linen
Additional bed linen is available at £25.00 per set. Additional towels are available at £15.00 per set. All requests must be made and delivered within office hours of 9am–6pm Monday to Friday.
Emergency Call Outs
An emergency out-of-hours number is provided for genuine emergencies only — flood, fire, power cut or lost keys. Any non-emergency use of this number will result in a call out charge of £150.00.
Luggage & Mail Storage
Rest & Refresh does not provide storage for luggage, personal belongings, post or packages. Post boxes are checked regularly and mail can be delivered to the property upon request, but no mail forwarding service is available after checkout.
5. Number of Occupants
The maximum number of guests permitted at each property is limited to the number of beds provided. Properties cannot be sublet or re-let to any third party without prior written approval from Rest & Refresh. Exceeding the maximum occupancy limit may result in refusal of entry or immediate termination of the stay.
6. Check-In, Check-Out & Keys
Check-in is from 3:00pm. Check-out is by 11:00am. All keys, parking permits and building fobs must be returned to the post box of the numbered property by 10:30am on your departure date.
The following replacement charges apply:
- Lost, damaged or non-returned keys — £25
- Lost, damaged or non-returned parking permits — £25
- Lost, damaged or non-returned electronic parking fob — £100
- Lost, damaged or non-returned door sensor fob — £50
- Lost or non-returned broadband key/fob — £25
Failure to return keys on the agreed departure date may result in a charge equivalent to an additional night’s stay for every day keys remain outstanding. In the event of a late check-out or refusal to vacate, Rest & Refresh reserves the right to remove all persons and belongings from the property. Any items left after the agreed departure time are stored for a maximum of 30 days — safekeeping is not guaranteed. Lost property can be returned by post at the guest’s cost with prior arrangement.
7. Damages & Additional Charges
Valid credit or debit card details must be provided at the time of booking. In the event of damage to the property or its contents, these details will be used to recover the appropriate costs without prior notice. The property must be left in a reasonable condition upon departure. The following charges may apply at our discretion:
- Specialist cleaning (e.g. carpet stain removal) — £150
- Final cleaning charge for stays exceeding 28 days — up to £150
- Evidence of smoking in the property — £150
- Evidence of pets in the property — £150
- Nuisance behaviour or parties — £250 plus additional cleaning charges
Any breakages or damage will be notified to you by email or telephone within 10 days of departure, with a detailed breakdown and photographic evidence where possible.
8. Car Parking
Where parking is available, one free space is provided per property. The parking space is available from 3:00pm on arrival and must be vacated by 11:00am on departure, unless otherwise agreed in writing at the time of booking.
9. Liability
Rest & Refresh cannot be held responsible for theft or damage to personal belongings during your stay. Guests are strongly advised to ensure they have appropriate personal insurance in place. Our total liability to you in connection with your booking is limited to the higher of £1,000 or the value of your booking, except in cases of death or personal injury resulting from our negligence, which cannot be excluded by law.
10. Termination by Rest & Refresh
Rest & Refresh reserves the right to terminate any booking at any time where guests are found to be engaging in partying, excessive noise, nuisance behaviour, abuse of staff or other guests, mistreatment of the property, non-payment, or criminal activity. In such circumstances no alternative accommodation will be provided and no refund will be issued.
11. Pets
No pets of any kind are permitted at any Rest & Refresh property under any circumstances. Evidence of pets during or after a stay will result in a £150 surcharge and may result in immediate termination of the booking with no refund issued.
12. Smoking
Smoking is not permitted inside any Rest & Refresh property or in any internal communal areas. A surcharge of £150 will be applied where evidence of smoking is found inside the property.
13. Usage & Nuisance Behaviour
Properties must not be used for parties, events or any activity that may cause nuisance to neighbouring occupants. Rest & Refresh does not knowingly accept hen, stag or group party bookings. In the event that guests are found to be holding a party or engaging in any behaviour deemed inappropriate or illegal by Rest & Refresh management, all guests will be evicted immediately with no refund and an additional charge of £250 applied.
14. Rights of Access
Authorised representatives or subcontractors of Rest & Refresh have the right to access the property at any time for the purpose of inspection or to carry out essential repair or maintenance work, with reasonable regard to guest convenience.
15. Security of Tenure
All properties are let as serviced accommodation only. No tenancy rights are created under this arrangement and properties are exempt from security of tenure provisions under the Rent Act. Rest & Refresh reserves the right to access or terminate any stay at any time without prior notice if deemed necessary.
16. Complaints
We are committed to ensuring every guest has a positive experience. In the event of any dissatisfaction, please notify us within 24 hours of departure by emailing hello@restandrefresh.co.uk. We will take all reasonable steps to resolve the matter. Rest & Refresh cannot accept liability for any complaint submitted after the rental period has ended.
17. Interest on Overdue Invoices
Interest on overdue invoices will accrue from the date payment becomes due at a rate of 4% above the NatWest Bank base rate, both before and after any judgement.
18. Promotional Codes
All promotional and discount codes are subject to change, expiry or withdrawal at any time without notice. Promotional codes must be applied at the time of booking and cannot be applied retrospectively or over the phone.
19. Included As Standard
Rest & Refresh will endeavour to provide a complimentary welcome pack on arrival, which may include a selection of toiletries, condiments and basic cleaning supplies. These items are provided as a courtesy at our discretion and will not be replenished during your stay. Store cupboards within the property are for staff use only — any items removed will be charged at £3.00 per item.
20. Law & Jurisdiction
These Terms & Conditions are governed by the Law of England and Wales. In the event of any dispute, the client agrees to submit to the exclusive jurisdiction of the courts of England and Wales.
21. Acceptance of Terms & Conditions
By making a booking and/or submitting payment, you confirm that you have read, understood and accepted these Terms & Conditions in full on behalf of yourself and all members of your party.