SilverDoor Client Terms and Conditions for Online Reservation
These Client Terms and Conditions for Online Reservations (“Terms”)
set out the terms on which SilverDoor clients (“you”) can make online
reservations (“Reservations”) via the
(“Website”) for serviced apartments (“Apartments”) which are provided
by our various apartment providers (“Apartment Providers”). These
Client Terms and Conditions for Online Reservations, together with
and any documents referred to in those documents, apply to
your use of our Website. In the event of any conflict between
the documents listed above, these Terms will prevail.
Information about Us
The Website is operated by SilverDoor Limited (company
number: 03950962) whose registered office is at 3
Dukes Gate, Chiswick, London W4 5DX (“us”, “we”, “our”).
Becoming a Registered User
Only registered users (“Registered Users”) may make
Reservations via the Website. You can become a
Registered User by completing the Registration
Page and confirming your acceptance of these Terms.
By applying to become a Registered User, you confirm
that you are aged 18 years or over.
You must ensure that all information provided to us
during the registration process is accurate, truthful
and complete. If there are any changes to your details
it is your responsibility to update the relevant
information in your account settings, which can be
accessed via the Website. Failure to do so shall
constitute a breach of these Terms, which may result
in us terminating of your account.
We have the right in our sole discretion to refuse
registration or to cancel a Registered User’s account
at any time, including for inactivity. You are solely
responsible for any activity that occurs on your
account and for ensuring that your login details,
password and other account details are kept
confidential and are not shared with any third parties.
Information about the Apartments
Much of the information and materials provided by us in relation
to the Apartments has been provided by our Apartment Providers.
Whilst we do carefully select our Apartment Providers and take
precautions to ensure that the information concerning the
Apartment is accurate, complete and up to date, we cannot and do
not make any warranties or representations of any kind in
relation to any such material and/or information provided by the
Apartment Provider as we are merely providing it as an agent for
the Apartment Provider. However, to the extent that there is an
issue in relation to information provided by the Apartment
Providers we will assist you in finding a suitable solution in
relation to such an issue. To the extent that we become aware of
any errors in information we will make the necessary changes required.
Making a Reservation
You can search for available Apartments by entering
check-in, check-out dates and your required destination
on the Website. If you would like to make a Reservation
for any of the available Apartments then provided
you are a Registered User you can select the applicable
apartment charges and cancellation terms and complete
the online reservation form. You will then be taken to
a secure payment page. The apartment charges are given
inclusive of VAT at the current rate from time to time.
You must ensure that all information provided to us
during the reservation process is accurate, truthful
and complete and you must notify us immediately if
there are any changes to such information. Any
information you provide to us will be handled in
Where you provide us with information about a third party,
you confirm that you have their authority to provide
such information to us for use in accordance with our
You acknowledge that we may pass information to
the Apartment Providers and we will not be
responsible for the use made by them of that
The Apartment Provider may as a condition of the Reservation
require a security deposit to cover any additional charges
incurred, and to cover any damage or loss caused to the
Apartments. This may be requested by the Apartment Provider
(or by us on their behalf) at any time before or on arrival
and you agree to provide this security deposit if required
and on the terms requested by the Apartment Provider or by us.
Payments made by UK debit card are free of transaction charges.
For all other card types SilverDoor will charge a non-refundable
transaction charge of 2.95% of the transaction amount.
Once payment has been taken the Reservation will be confirmed and
you will be taken to the reservation confirmation page. You will also
receive a confirmation email. If you do not receive a confirmation
email or if any of the information is incorrect, please let us know
as soon as possible. Please note that the confirmation email is not a
VAT receipt. If you require a VAT receipt, please let us know.
Apartment Provider’s General Policies
You agree that your Reservation will be strictly subject to these
Terms and, in addition to these Terms, your use of the Apartment
will be subject to any general policies, rules, terms or conditions
of the Apartment Provider (“Apartment Provider’s General Policies”).
If we do not supply the Apartment Provider’s General Policies then
it is your responsibility to establish with the Apartment Provider
the basis on which they make the Apartment available and whether any
Apartment Provider General Policies apply.
Making Reservations on behalf of Third Parties
If you are making the Reservation on somebody else’s behalf and/or any
other third party will be making use of the Apartment, you will procure
their compliance at all times with these Terms and the Apartment Provider’s
General Policies as if they were referred to as you. In the event of such a
party breaching any of these Terms or the Apartment Provider’s General
Policies such a breach will for the purpose of these Terms be considered a
breach by you.
Change or cancellation by you
Once your Reservation has been accepted by the Apartment
Provider, your right to make a change to your Reservation
or to make a cancellation will be subject to the
cancellation terms which were provided during the reservation
process and the Apartment Provider’s General Policies. Where
possible we will provide details of such cancellation rights
or the right to make a change in your Reservation in the
If you would like to make a cancellation or make any change to
your Reservation, please contact us. We cannot guarantee being
able to make any changes or to cancel your Reservation which is
binding upon you, however we will assist you in trying to achieve
your desired outcome.
Please note that if you contact us outside of our normal office hours
(as set out in paragraph 18 below) your request will only be deemed to
have been received on the next working day.
Change, cancellation or termination by us or the Apartment Provider
In the unlikely event that the Apartment becomes unavailable
on the dates that you have made the Reservation for we will
let you know as soon as possible and our liability to you
will be limited to suggesting suitable, equivalent, alternative
accommodation. Neither we, nor the Apartment Provider, will
be liable to you for any indirect or consequential loss.
In the event that you fail to pay any sums when they fall due
under these Terms or you (or any person or people on whose behalf
you make a Reservation for or who otherwise use the Apartment)
otherwise breach any of these Terms or the Apartment Provider’s
General Policies we will be entitled to terminate our agreement
with you and/or your Reservation immediately and following such
termination you will (and you will procure that any person or
people on whose behalf you make a Reservation for or who otherwise
use the Apartment will) vacate the Apartment immediately.
If you make any special requests, we will pass this information on to
the Apartment Provider but we cannot guarantee that they will be able
to satisfy your request.
Please note that you are not permitted to allow pets (or
any other animals) into the Apartment without our prior
written approval. If you wish to bring your pet with
you to the Apartment, please contact us.
If we, or the Apartment Provider, have agreed to you having
a pet in the Apartment, you will be required to comply with
any additional rules made available by the Apartment Provider
in relation to the same. Furthermore, a security deposit is
likely to be required which will be refundable at the end of
your stay, provided the Apartment has been left in a
satisfactory condition. Please also note that an additional
cleaning fee is likely to be required on departure and details
of this will be provided to you in advance.
Health & Safety
We will endeavour to pass on to you any information we receive from
the Apartment Provider relating to its health and safety policies,
but because we do not own or manage the Apartments, we cannot and do
not provide any warranty or representation in respect of health and
safety related matters concerning the Apartments (including the
Apartment Provider’s health and safety policies) or the condition of
the Apartments. If you have any queries regarding the Apartment
Provider’s health and safety policies or you become aware of any health
and safety issues during your stay, please contact the Apartment
Provider or, if you would prefer, us in the first instance.
Certain consumer regulations often require that when purchasing certain
things online, consumers have a right to cancel the contract within 14
days of entering into it. Such a right does not exist in relation to
contracts for the provision of accommodation and therefore you won’t be
able to cancel any Reservation which has been accepted by the Apartment
Provider under these consumer regulations.
What to do if there is a problem
In the unlikely event that you do have an issue in respect of a Reservation,
the Apartment, your use of it or any acts or omissions of the Apartment
Provider, please contact us immediately and we will provide you with
reasonable assistance with addressing and remedying the issue. Alternatively,
if we’ve provided you with the contact details of the Apartment Provider
during the booking process or within our Apartment Reservation Confirmation
then you may contact the Apartment Provider directly.
We act as a booking agent for and on behalf of our Apartment
Providers and once we have received a request for a Reservation
we will endeavour to complete the Reservation with the Apartment
Provider on your behalf. We do not own any of the Apartments
featured on our Website; they are owned by the Apartment Providers
or third parties who licence the Apartment Providers to book
the Apartments on their behalf. As such, by making a Reservation
you agree that our only responsibility is as set out in paragraph
14.2 below and that we are not responsible for and will not be
liable to you, or to any third party, in relation to the Apartment,
your use of the Apartment or for any acts or omissions of the
Apartment Provider. Any such matters must be taken up with the
Apartment Provider who is responsible directly to you for such
matters and our only obligation to you in relation to this will
be to provide you with the assistance set out in paragraph 13.
Subject to paragraph 14.4, the only liability we may have to you
in relation to a Reservation or an Apartment will be: a) to the
extent that we make any errors or provide inaccurate information
concerning the Apartments as set out in the Apartment Reservation
Confirmation, provided the error or inaccuracy was entirely our
mistake and not the mistake of the Apartment Provider; or b) to
the extent that we make any error in relation to the Reservation
itself (for example, reserving the wrong number of nights) again
provided such error was our mistake and not the mistake of the
Any liability we do have to you will in any event be limited to
the apartment charges that you pay to us in relation to the
Reservation (or Reservations) to which such liability relates.
We will not be liable to you for any indirect or consequential loss.
Nothing in these Terms seeks to limit or exclude our liability for
death or personal injury which is caused by our negligence or for
any other matter which we are not permitted by law to limit or exclude.
Where relevant we will have no contractual liability whatsoever to any
person on whose behalf you have reserved the Apartment for and it’s your
responsibility to explain the basis on which the Reservation has been made.
All warranties, expressed or implied whether by statute, common law or
otherwise are excluded to the fullest extent permitted by law.
You agree to compensate us against all and any loss, damages and costs sustained
by us arising out of any breach by you (or any person or people on whose behalf
you make a Reservation for or who otherwise use the Apartment) of any of these
Terms or the Apartment Provider’s General Policies.
Changes to these Terms
We may revise these Terms at any time by amending this page. You are expected to
check this page each time you make a Reservation to take notice of any changes we
may make, as they are binding on you in relation to any Reservations made on or after
the date of the change. Some of the provisions contained in these Terms may also be
superseded by provisions or notices published elsewhere on our Website.
Events beyond our reasonable control. We will not be in breach
of our obligations under these Terms nor liable for delay in
performing, or failure to perform, any of our obligations under
these Terms if such delay or failure results from events,
circumstances or causes beyond our reasonable control.
Assignment. Neither these Terms nor any rights or obligations
under these Terms may be assigned or licensed by you.
Entire agreement. These Terms supersede all prior agreements,
arrangements and undertakings between us and you and constitute
the entire agreement between us in relation to the subject matter
of these Terms. You confirm that you haven’t entered into agreement
with us on the basis of any representation that is not expressly
incorporated into these Terms.
Severance. If any provision of these Terms is prohibited by law
judged by a court to be unlawful, void or unenforceable, the provision
will, to the extent required, be severed from these Terms and rendered
ineffective as far as possible without modifying the remaining
provisions of these Terms, and will not in any way affect any other
circumstances or the validity or enforcement of these Terms.
Rights of third parties. The Contracts (Rights of Third Parties) Act
1999 will not apply to these Terms and no party other than we or you
may enforce any provision under such Terms.
Applicable law and jurisdiction. These Terms will be governed by the
laws of England and Wales and the English courts will have exclusive
jurisdiction in relation to any dispute with respect to the subject
matter or construction of these Terms.
You can contact us by emailing us at [email protected] or alternatively
you can phone us on +44 (0)20 8090 8090 and speak to one of our experienced
staff who can deal with any questions you may have. Our helpdesk is open
Monday to Friday (08:00 – 18:00 UK time) except for public holidays, during
which time our offices will be closed.