Booking Terms and Conditions

Definitions

In these booking terms and conditions ‘we’, ‘us’, and ‘our’ mean, and refer to, Revitalise, a company limited by guarantee number 2044219 with its registered office at 240 City Road, London, EC1V 2PR and a registered charity number 295072, and also includes where appropriate, our insurers.

‘You’ means primarily the person who, by completing a booking form and paying the required deposit, books a break with us but includes any and all persons named on the booking form. ‘The contract’ means the contract between us and you for a break, excluding special requests. ‘Break price’ means the full amount of the price of a break as shown in our brochures, together with (unless otherwise stated), any charges for amendments, supplements and other charges payable prior to the break departure date, but excluding the cost of any optional or independently offered excursions and activities, tips and gratuities, and insurance.

‘Brochure(s)’ means and includes all forms of our advertising material, including our website. ‘Provisional booking’ means a request for a booking made by telephone or in writing prior to the completion and return of a booking form. ‘In writing’ means a letter sent by post to us at Revitalise, 240 City Road, London, EC1V 2PR or by fax to 0207 354 8786 or by email to bookings@revitalise.org.uk.

The Contract

Your contract for a break is made with us on the basis of and subject to these terms and conditions. The contract is governed by English law and any matter arising under it is subject to the exclusive jurisdiction of the courts of England and Wales. No variation of the contract terms shall be of any effect unless mutually agreed in writing. By entering into a contract, you agree and warrant that you have authority to bind all persons named in the booking form to these terms and conditions.

When is this Contract made?

No contract shall come into force until (a) we have received from you a booking form duly completed and signed, along with the required deposit for your break, and/or (b) we have received confirmation from a local authority stating that they will pay the outstanding sum of the break, and (c) we have issued and sent to you a confirmation invoice showing the balance of the break price (if any) due from you.

To make a booking, you must fully complete and sign the relevant booking form and return it to our office with a non-refundable deposit of £180 (unless otherwise stated) per person (if not already paid) within 7 days from when we send out the booking form. Please note that there is no cooling off period.

Please check the details on your invoice carefully. If you have any questions, or anything does not appear to be right, you must contact our bookings team immediately. On the invoice please pay particular attention to the final payment date, as we may cancel your break if we do not receive your payment in time. If we do this we will keep your deposit.

Payment

An invoice for the cost of the break (less any deposit paid) is issued at the time of confirmation. The invoice will show the date on which the full balance is due, which is usually six weeks prior to the start of your break. If your booking is made within six weeks of the start date of your break, it is deemed to be a late booking and the contract comes into effect upon your confirming to us the acceptance of the arrangements and our receiving full payment. If the deposit and/or balance is not paid in time we may cancel your booking. If the balance is not paid on time, we shall retain your deposit and levy cancellation charges as detailed in the cancellation charges section.

Price

Published marketing prices for guest and carer accommodation are normally displayed as twin rooms sharing, per person, per week. The published price, together with the supplement for additional assistance required to hoist or 2-person transfer a guest and provide mealtime assistance includes the cost of personal care provided by care support staff but excludes the cost of nursing care at Revitalise centres. A single supplement is added for single guests occupying a single or twin room on their own.

The cost of nursing care is charged separately at the Registered Nursing Care Contribution (RNCC) rate set by the Department of Health which is currently £187.60 per week. As standard practice, Revitalise does not invoice guests for the cost of the nursing care support of their break, but claims back the cost from the Clinical Commissioning Group local to the Revitalise centre. As part of this process Revitalise may have to share the guest’s medical records for review by the local Clinical Commissioning Group. Guests who would wish their medical details to be shared with the Clinical Commissioning Group for the purpose of claiming back the cost of nursing care are free to pay the additional cost of nursing care themselves.

To follow this option guests should advise our reservations staff accordingly. Please note that if your break is financed through an NHS continuing care package, the funding authority will be charged for the full cost of the break, including the RNCC price. Conditions and prices for nursing care may change in line with government policy. Prices advertised do not include transport to and from the centre.

Check-in time is from 12 noon on the day of arrival, however rooms will not be ready until 2:00pm. Check-out time is by 10am on the day of departure. Any early arrivals or late departures from centres may be accommodated, but may be subject to a surcharge of £100.

Price Guarantee

Once you have paid your deposit and received your confirmation, the price of the break is guaranteed with the exception of any additional costs for the provision of registered nursing care. A letter of confirmation with full details of your booking will be sent once your deposit and booking form have been processed.

Changes Made by You

If, after your booking has been confirmed, you wish to transfer to a different break or change the name in which the booking has been made, we will do our best to make the necessary changes. Changes made within the balance due period will be treated as a cancellation of the original booking and cancellation charges will be applied as shown in the cancellation charges section.

Cancellations Made by You

You may cancel your break at any time. Written notification from the person who signed the booking form must be received at our office. The date of cancellation will be the date of receipt of written notification to cancel (not the date of verbal notification by telephone).

In order to cover our expected losses from the cancellation of your booking, you will be required to pay the applicable cancellation charges as shown in the cancellation charges section if you or anyone travelling with you cancels.

Cancellation Charges

The cancellation charge is the responsibility of the person who is agreeing to pay. Cancellation charges are as follows (based on the date that written notification of the cancellation is received by us):

• More than 30 days before departure: cancellation charge will be the deposit only
• 22 to 30 days before departure: cancellation charge will be 50% of the full break cost
• Up to 21 days before departure: cancellation charge will be 100% of the full break cost

Curtailment

Guests who choose to leave the centre before the end of the break, or who provide incomplete information prior to the break and are therefore deemed unsuitable for the centre on arrival, will not automatically receive a refund for any nights not spent at the centre. Where a guest leaves the centre because of a perceived deficiency in the care provided to them, or for another reason, they should follow the complaints procedure. Details of the complaints procedure can be found in the complaints section.

Insurance

You must take out adequate cancellation and travel insurance suitable for your needs at the time of booking. We cannot be responsible for any costs you incur as a result of your failing to do so. For your own peace of mind the insurance should cover you if you have to cancel your arrangements, or for any emergencies such as illness or injury that arise while you are away.

Changes Made by Us

Whilst every effort is made to ensure the accuracy of your booking, amendments will sometimes be necessary. We reserve the right to make minor changes both before and after your booking has been made. Where a major change is necessary, you will be advised immediately and you will have a choice of the following options:

1. Accepting the altered arrangements for the break.
2. Accepting alternative arrangements for a break that we may be able to offer together with any difference in price, be it higher or lower.
3. Cancelling your arrangements for a break with us without charge.

Provision of alternative arrangements for breaks remains at the discretion of Revitalise.

Circumstances Beyond Our Control

Except where we say differently elsewhere in these conditions, we cannot pay any compensation, reimburse expenses, or cover losses for any amount or otherwise accept responsibility if, as a result of circumstances beyond our control, we have to change your break after booking, or we, or other suppliers, cannot supply your break, as we, or they, had agreed, or you suffer any loss or damage of any description.

When we refer to circumstances beyond our control, we mean any event that we, or the supplier in question, could not foresee or avoid, even after taking all reasonable care. Such circumstances will usually include, but are not limited to, war, threat of war, airport closures, epidemic, natural or nuclear disasters, terrorist activity, civil unrest, industrial dispute, bad weather (actual or threatened), change to Foreign Office advice to advise against travel to a destination and significant building work on-going outside of your accommodation.

Cancellations Made by Us

If we have to cancel your break for any particular reason, we will tell you as soon as reasonably possible. In these circumstances we will, if we are able to do so, offer you an alternative break of equivalent or closely similar standard at no extra cost, or a less expensive break, in which case we will refund the difference in price. Or if you prefer, you can receive a full refund of any money you have paid us.

No other compensation will be payable in these circumstances, whenever they happen, and we will only have to offer you the above choice. In addition no compensation will be paid in the following instances and we reserve the right to cancel your break in such circumstances.

• We can cancel your break if you fail to provide the necessary paperwork, such as the medical certificate and completed booking form at least 7 days before the start of your break.
• We can cancel your break if you fail to make payment for your booking on time.
• We can cancel your break if you fail to bring medication packaged and labelled in the correct manner and in sufficient but not excess quantity (see section ‘Medication’)
• We can cancel your break if there is a significant change in your health condition between booking your break and arrival at the centre of which you have not made us aware (see section ‘Meeting your assessed needs’)
• We can cancel your break if the information supplied in your booking form significantly misrepresents your care requirements.
• We can cancel your break if your behaviour is deemed to present a risk or if it could upset, annoy or disturb other guests, our own staff or our suppliers.
• We can cancel your break if you persistently display inappropriate behaviour during your stay with us. In this instance, payment for the break will be retained. (see section ‘Your responsibility’)

 

Complaints

If you have a complaint, please take it up initially with the Centre Manager during your break. If you are not satisfied with the response, please write to the ‘Complaints Department’ within 28 days of your return from the break at:

• Revitalise, 240 City Road, London, EC1V 2PR

You may also wish to contact the Care Quality Commission (CQC) at: Care Quality Commission National Correspondence Citygate Gallowgate Newcastle upon Tyne, NE1 4PA tel: 03000 616161 email: enquiries@cqc.org.uk

We would point out that failure to comply with the above procedures during your break and/or failure to complain within 28 days of your return, may reduce or extinguish any rights you have to claim compensation from us or from a relevant supplier. Any such rights will be reduced or extinguished if, had you followed the above procedures during your break we could have taken steps to reduce any loss or damage suffered or entirely prevented it from being suffered.

It is difficult and sometimes impossible to properly investigate a complaint if we are not made aware within a sufficient time frame, once the break is over. Your right to claim compensation may also be reduced or extinguished, should any delay in your complaint being notified during or after you break prevent us from carrying out a proper investigation.

Lost or Damaged Property

Revitalise accepts no responsibility for loss or damage to property. All items (including equipment and clothing) should be clearly and firmly labelled with the guest’s name.

Advanced Directive

Revitalise respects the right of people to receive the treatment and care they believe is appropriate for them. This includes the right to have their wishes respected at a time when they are not able to express them directly. At Revitalise, it is the usual policy for staff to offer and attempt emergency first aid resuscitation if this becomes necessary.

Any guest who has a different preference is advised to contact the Head of Care at the centre well in advance of their stay, when your wishes will be discussed with you sensitively. Without prior notice, should your medical condition deteriorate while in the care of our centres, we will arrange transfer to a more suitable environment.

Liability

If the contract is not performed or is improperly performed by us or our suppliers, we will pay you appropriate compensation if this has affected your enjoyment of the break. However, we will not be liable to you for any failure of performance which is due to any of the following:

1. Your own act, omission or conduct, including (but not limited to) any matter about which you failed to advise us at the time of booking or at any time thereafter prior to the commencement of the break.
2. The act, omission or conduct of a third party who has no connection with any aspect of the break arrangements, provided that it was unforeseeable or unavoidable
3. Unusual and unforeseeable circumstances beyond our control, the consequences of which were unavoidable even with the exercise of all due care
4. An event which we or our suppliers, even with all due care, could not foresee or forestall

Except in cases involving death, injury or illness, our liability shall always be limited to a maximum of two times the break price.

You must notify us of any claim in accordance with the conditions relating to complaints. If we make any payment to you in circumstances where we may have a right of recourse against a third party whose act, omission or conduct has caused us to make that payment, you agree to cooperate and assist us in pursuing such recourse, including the commencement of legal action in your name and/or the assignment to us of your own right of action, but this shall not affect your own right to pursue a claim against the same third party for compensation or damages separate from the sum paid by us to you.

Brochure Accuracy

We have compiled the information on our website and in our Revitalise Break brochures and other promotional material as accurately as possible at the time of going to print. However, we would ask you to appreciate that a brochure is prepared well in advance of the commencement of the programme.

There may be occasions when an amendment to the details of a break must be made. We will put updated details or correct any information or prices on our booking system and our web site so you will receive the latest information when you make a booking. If the amendment is considered to be of a significant enough nature, you will be given the opportunity to cancel your break with a full refund, or to amend to an alternative break subject to availability.

Please note that at Revitalise Sandpipers the swimming pool is available to guests only if a suitable number of volunteers are available to assist the guests in using the pool safely.

Discounts, offers and vouchers

Revitalise Respite Holidays will from time to time, produce offers and discounts for guests of Revitalise. While offers will each be subject to their own terms and conditions, there are also a set of standard terms and conditions that apply to all vouchers.

1. To redeem an offer, you must produce a code or leaflet which describes the offer in full.
2. Additional terms and conditions for each voucher (for example expiry date) will be detailed on each voucher. If no expiry date is present, the voucher will be valid for a maximum of 12 months past its publication date.
3. Offers and discounts can only apply to new bookings and cannot be applied retrospectively.
4. A maximum of one offer may be applied per break or booking. Exceptions may apply.
5. Discounts will only apply to the holiday cost of a break and not care support packages unless otherwise stated.
6. Special offers, such as discounted weeks, are only applicable on the dates listed.
7. Offers cannot be used in conjunction with any other offers, except as permitted by the business.
8. Offers cannot be transferred such as in the case from one break to another nor changed.
9. Offers and vouchers are only valid for use at Revitalise Respite Holidays. Only vouchers for Revitalise can be used at Revitalise.
10. Offers have no cash value, are not for resale or commercial use and can only be redeemed once.
11. A voucher is redeemable in its entirety only and may not be redeemed incrementally.
12. Exclusions can apply and offers may be subject to availability and change. Revitalise holds the right to change, extend or apply vouchers at their discretion, such as in the case of genuine hardship.
13. You must comply with this set of terms and conditions, as well as the terms on each voucher to be able to redeem the voucher.

Please see the terms and conditions of the offer you wish to use or speak to our team at the time of booking to confirm the full terms and conditions.

Transport and Trips

Passengers are required to wear a passenger restraint when being transported in Revitalise vehicles. The restraint must be used in the correct manner (as per manufacturer’s directions) and refusal to wear it this way will lead to guests being refused transport. Revitalise also recommends that guests have headrests fitted to their wheelchairs in order to improve comfort and safety when travelling on Revitalise vehicles.

For safe transport, wheelchair users will be expected to transfer to fixed vehicle seats whenever possible.

Risk Assessments

In order to ensure that Revitalise can give you appropriate care while you enjoy your break, we will need to carry out a number of risk assessments with you prior to and on arrival for your break. These may cover everyday activities that you would normally carry out at home, but also items specific to Revitalise centres and the outcome of these assessments may lead to exclusion from certain aspects of the break.

For guests who have problems with tissue viability, you will also be asked by our nurses about any pressure sores or other lesions on your body and your permission will be asked to photograph these as a clinical record. Should you refuse any of these assessments, you will be asked to sign a disclaimer to absolve Revitalise of responsibility for these aspects of your care.

Meeting Assessed Needs

Revitalise confirms that, subject to the information provided by you regarding your care needs being full, accurate and up to date, we are able to meet your assessed needs and provide you with the service described in our brochure and on our website.

It is of vital importance that you inform us of changes in your condition, health and care requirements prior to the start of your break with us. Failure to do so may result in us being unable to provide you with the care you require and/or your break being cancelled by us. We will take reasonable measures to contact you prior to the start date of your break to complete an up-to-date care plan, however in the event we are unable to contact you, the responsibility for notifying us of changes to your condition remains with you.

On your arrival or as soon as possible after, we will interview you and/or your carer and carry out risk assessments as necessary to check the accuracy of the information we have received, but please bear in mind that this interview cannot replace the necessity of you providing us with full written documentation in advance. Cancellation and curtailment rights still apply.

Your Responsibility

Revitalise reserves the right to refuse any booking and to cancel or curtail any break due to inappropriate behaviour.

We want all our guests to have an enjoyable, carefree break, but you must remember that you are responsible for your actions and the effect they may have on others. If we, or another person in authority, believe that your actions could upset, annoy or disturb other guests, our suppliers or our own staff, or put them in any risk or danger, or damage property, we may end your break and terminate your contract and we will not be liable for any refund, compensation or any other costs you have to pay.

You must also bear in mind that you are responsible for any accidents that occur due to inappropriate or irresponsible behaviour. We appreciate you may drink alcohol as part of your enjoyment. You must, however, do so responsibly and we will have no liability to you for any injury, loss or damage you suffer as a result of your judgment being impaired wholly or partly by alcohol.

Bariatric Guests

Revitalise makes every effort to cater for the needs of bariatric guests, and specialist beds and hoists are normally available in centres to provide for your care needs. However, these are subject to availability. Please also note that in addition guests’ enjoyment of trips and excursions can be affected through limited access to vehicles.

Medication

Medication can only be dispensed at the centre if it is in the original packaging with correct typewritten or printed labelling. This must include the guest’s name, substance, strength and frequency of medication. This must correspond with dose and administration times in the medical certificate, and sufficient stocks must be provided to cover the period of the break you have booked. Prescribed medication cannot be altered in any way, for example, crushed. Failure to comply with this may lead to cancellation of the break.

 

© Copyright Revitalise Respite Holidays 2023. Registered Charity number 295072. Company number 2044219.