Agency Terms and Conditions

Agency Terms and Conditions

Except where otherwise specified, we SITU Living Limited of 1 Oak Tree Place, Matford Business Park, Exeter, EX2 8WA (“we”, “us”, “our”) act only as an agent in respect of all bookings we take and/or make on your behalf. 

We accept no liability in relation to any contract you enter into or for any services or arrangements you purchase (“arrangements”) or for the acts or omissions of any supplier(s) or other person(s) or party(ies) connected with any arrangements. 

For all arrangements, your contract will be with the supplier / principal of the arrangements in question (“Supplier/Principal”). When making your booking we will arrange for you to enter into a contract with the applicable Supplier/Principal of the arrangements. Your booking with us is subject to these Agency Terms and Conditions and the specific booking conditions of the relevant Supplier/Principal you contract with and you are advised to read both carefully prior to booking. The Supplier/Principal’s terms and conditions may limit and/or exclude the Supplier/Principal’s liability to you. Copies of applicable conditions are available on request from us.

Please Note: You may decide to make one or more bookings with us at the same time. The price charged in total for more than one booking will always equal the prices charged separately for each individual booking. All arrangements are available to be purchased separately at the same price as they are when more than one booking is made. This means that any multiple bookings do not constitute a package as defined in the Package Travel, Package Holidays and Package Tours Regulations 1992 or the Civil Aviation (Air Travel Organisers’ Licensing) Regulations 2012. 

By making a booking with us, you agree that you:

a.    have read these Agency Terms and Conditions and agree to be bound by them; 

b.    consent to our use of your information in accordance with our Privacy Policy; 

c.    are over 18 years of age and resident in the United Kingdom and where placing an order for services with age restrictions you declare that you and all members of your party are of the appropriate age to purchase those services; and

d.    accept financial responsibility for payment of the booking on behalf of all persons detailed on the booking.

1.    Booking and Payment 

You may make a booking request by telephone, fax, e-mail or by using the online booking form on our website. 

To make a valid booking request you must provide us with the following information on your behalf and on behalf of all individuals in your party:

•    Name and full address;
•    Email address;
•    Telephone number;
•    Payment details (debit and credit cards accepted and in some cases bank transfer);
•    The dates for which accommodation is required; and
•    The accommodation that you wish to book.

We shall endeavour to acknowledge the booking request within 24 hours of receipt and shall contact the Supplier/Principal to ascertain whether the booking request can be satisfied.

Unless a pre-existing credit agreement is in place, in order to confirm your chosen accommodation arrangements, you must pay the full cost of accommodation as required by the Supplier/Principal of the in question.

Your booking is confirmed and a contract between you and the Supplier/Principal will exist when we send you a confirmation on their behalf. Please check your confirmation carefully and report any incorrect or incomplete information to us immediately. Please ensure that names are exactly as stated in the relevant passport. As we act only as booking agent, we have no responsibility for any errors in any documentation except where an error is made by us.

Except where otherwise advised or stated in the booking conditions of the Supplier/Principal concerned, all monies you pay to us for arrangements will be held on behalf of the Supplier/Principal(s) concerned and forwarded on to the Supplier/Principal in accordance with our agreement with the Supplier/Principal.

2.    Prices 

We reserve the right to amend advertised prices at any time. We also reserve the right to correct errors in both advertised and confirmed prices. Special note: changes and errors sometimes occur.  You must check the price of your chosen arrangements at the time of booking.

Unless stated otherwise all apartments and services are quoted exclusive of VAT (UK only) or local taxes (outside of UK) and prices are advertised on a per apartment per night basis.

3.    Insurance 

You are strongly recommended to take out personal travel insurance for all members of your party. Some Supplier/Principals require that you do so. It is your responsibility to ensure that the insurance you purchase is adequate and appropriate for your particular needs. Please read your policy details on receipt and take them with you on holiday. 

4.    Special Requests 

If you have any special requests please let us know at the time of booking. We will pass on all such requests to the Supplier/Principal, but we can't guarantee that they will be met and we will have no liability to you if they are not. 

5.    Changes and Cancellations by you 

Any cancellation or amendment request must be sent to us in writing by email and will take effect on the day we receive it. Please ensure that you have received written confirmation of any changes to your booking prior to travel. Whilst we will try to assist, we cannot guarantee that such requests will be met. 

Amendments and cancellations can only be accepted in accordance with the terms and conditions of the Supplier/Principal of your arrangements. The Supplier/Principal may charge the cancellation or amendment charges shown in their booking conditions (which may be as much as 100% of the cost of the arrangements and will normally increase closer to the date of departure).

6.    Changes and Cancellations by the Supplier/Principal 

We will inform you as soon as reasonably possible if the Supplier/Principal needs to make a significant change to your confirmed arrangements or to cancel them. We will also liaise between you and the Supplier/Principal in relation to any alternative arrangements offered by the Supplier/Principal but we will have no further liability to you. 

7.    Our Responsibility for your Booking 

Your contract is with the Supplier/Principal and its booking conditions apply. As agent, we accept no responsibility for the actual provision of the arrangements. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of the commission we earn on your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.

8.    Complaints 

Because the contract for your arrangements is between you and the Supplier/Principal, any queries or concerns should be addressed to them. If you have a problem whilst using the arrangements, this must be reported to the Supplier/Principal immediately. If you fail to follow this procedure there will be less opportunity for the Supplier/Principal to investigate and rectify your complaint. The amount of compensation you may be entitled to, may therefore be reduced or extinguished as a result. 

If you wish to complain when your booking of the serviced apartment ends, you should write to the Supplier/Principal. In our capacity as an agent, we can assist you in liaising with the Supplier/Principal in an effort to resolve any complaints, please contact us for more information.

If you wish to complain about any service we have provided to you (i.e. our booking service) then please contact us directly. 

Please note that we do not offer an alternative dispute resolution service. 

9.    Law and Jurisdiction 

These Terms and Conditions are governed in all respects by English law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with these Conditions will be dealt with by the Courts of England and Wales only. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you live in those places and if you wish to do so.

10.    Documentation & Information  

All descriptions and content on our website or otherwise issued by us is done so on behalf of the Supplier/Principal(s) in question are intended to present a general idea of the services provided by the Supplier/Principal(s) in question. Not all details of the relevant services can be included on our website. All services shown are subject to availability. If you require any further details, in respect of any accommodation or any other services please contact us. 

11.    Accuracy of Prices and details

Important note: the information and prices shown on any advertising material that we issue may have changed by the time you come to book your arrangements. Although we make every effort to ensure the accuracy of the information and prices at the time of printing, regrettably errors do occasionally occur. You must therefore ensure you check the price and all other details of your chosen arrangements with us at the time of booking.