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 SilverDoor website (“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 the Website Terms of Use, Privacy Policy 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.

1. Information about Us
   1. 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”).
2. Becoming a Registered User
   1. 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.
   2. 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.
   3. 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.
3. Information about the Apartments
   1. 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.
4. Making a Reservation
   1. 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.
   2. 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 accordance with our Privacy Policy. 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 Privacy Policy. 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 information.
   3. 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.
   4. 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.
   5. 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.
5. Apartment Provider’s General Policies
   1. 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.
6. Making Reservations on behalf of Third Parties
   1. 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.
7. Change or cancellation by you
   1. 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 confirmation email.
   2. 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.
   3. 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.
8. Change, cancellation or termination by us or the Apartment Provider
   1. 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.
   2. 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.
9. Special Requests
   1. 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.
10. Pets
    1. 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.
    2. 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.
11. Health & Safety
    1. 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.
12. Consumer regulations
    1. 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.
13. What to do if there is a problem
    1. 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.
14. Liability
    1. 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.
    2. 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 Apartment Provider.
    3. 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.
    4. 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.
    5. 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.
    6. All warranties, expressed or implied whether by statute, common law or otherwise are excluded to the fullest extent permitted by law.
15. Indemnity
    1. 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.
16. Changes to these Terms
    1. 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.
17. General
    1. 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.
    2. Assignment. Neither these Terms nor any rights or obligations under these Terms may be assigned or licensed by you.
    3. 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.
    4. 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.
    5. 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.
    6. 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.
18. Contacting us
    1. 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.