Terms & Conditions
Booking terms and conditions
These Booking Conditions, together with our privacy policy and any other written information we brought to your attention before we confirmed your booking, apply to your booking with Yond Group Ltd, a company registered in England and Wales under company number 14180528, whose registered office address is at Registered address: Kiln House, Pottergate, Norwich, NR2 1DX trading as “Yond” (“we” or “us”). Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions references to "you" and "your" include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred. We act as a booking agent for hotel-only bookings. Our obligations to you are set out below as clearly as possible.
Your contract
Yond acts as a booking agent for the hotel(s) it books on your behalf. When you make a booking, you are entering into a contract with the hotel via Yond, not with Yond itself. As an agent we accept no responsibility for the acts or omissions of the hotel or for the services provided by the hotel. The hotel’s terms & conditions will apply to your booking and we advise you to read these carefully as they do contain important information about your booking. Please ask us for copies of these if you do not have them.
Payment
For your security, payments online are made through secure servers. For all bookings, Yond will take a credit card number that is forwarded securely to the hotel to guarantee your booking. Any advance deposits, additional fees or charges will always be clearly marked before you make your booking and are taken directly by the hotel and not Yond. Once paid, these deposit payments, additional charges and fees are non-refundable in the event of cancellation.Your booking is confirmed and a contract between you and the hotel will exist when we send you 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 as far a possible. 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.All currency conversions are based on data provided via the Sabre Booking System and are only valid on the date of booking as a guideline. Payments are taken by hotels in the hotel's local currency and may be subject to exchange-rate fluctuations (depending on the date charged) and charges from your bank or credit card issuer for which we have no liability. Please note: any applicable VAT/taxes may be subject to change at any time.
Strong Customer Authentication (SCA)
As part of the EU Payments Services Directive (PSD2) to protect consumer rights and reduce online fraud, guests may be required to checkout online via the process of Strong Customer Authentication (SCA). At the current time however Yond does not act as Merchant of Record and therefore SCA will not be required for transactions.
Hotel’s Amendment & Cancellation Policy
If you wish to amend or cancel a confirmed booking, you must contact us via email on reservations@yond.co or cancel via your online account. Amendments and cancellations can only be accepted in accordance with the terms and conditions of the hotel. In all cases, once the booking is confirmed, you are subject to the terms and conditions of the individual hotel’s cancellation policy.Hotel cancellation policies may outline a period before check-in when cancellations will be subject to payment of a cancellation charge. This period does not include the day of arrival – so, for example, a cancellation policy of ‘24 hours’ means a reservation must be cancelled at least 24 hours before the hotel's stated check-in time on the day before arrival to avoid the penalty. As payment is not taken by Yond, refunds are not currently applicable. If cases where they are however they will be made by the same method used to pay for the booking. Please note that all deposit payment and additional charges paid at the time of booking are non-refundable.Any changes to a booking that involve the addition of sequential nights to a stay will be considered an amendment to the original booking, regardless of whether the extra nights are booked by the person who made the original booking, or by another guest with whom they are staying.
Changes and Cancellations by the hotel
We will inform you as soon as reasonably possible if the hotel needs to make a significant change to your confirmed booking or to cancel. We will also liaise between you and the hotel in relation to any alternative arrangements offered by the hotel but we will have no further liability to you.
Accuracy of prices & descriptions
Yond cannot be held liable for errors or omissions in bookings or pricing, either made by the hotel, or as a result of system failure of any kind. 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.We do our utmost to ensure all Yond hotel information is accurate, however hotel facilities may change at any time and any opinions expressed are subjective.
Our responsibility for your booking
Your contract is with the hotel and its terms and conditions apply. As booking 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.
Our exclusive deals & offers
Bookings for Yond’s exclusive hotel offers or promotions are subject to the terms and conditions set by the hotel for its particular offer. All offers are subject to availability, which may change at any time. Offers may be subject to blackout dates which may be amended by the hotel at any time and which may not be specified on our website. Some hotels will require a deposit or full prepayment on booking, which may be non-refundable in case of cancellation. Any special terms will be stated on the booking and included in your confirmation. Hotel offers and promotions (and any applicable terms and conditions) are frequently added or amended, and will therefore only apply to completely new bookings.
Complaints
Because the contract for your arrangements is between you and the hotel, any queries or concerns should be addressed to them. If you have a problem during your stay, this must be reported to the hotel immediately. If you fail to follow this procedure there will be less opportunity for the hotel 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 still wish to complain when you return home, you can contact us and we will liaise between you and the hotel in order to try to resolve your complaint. Please note that we do this as part of our customer service to you and as a gesture of goodwill only. We do not accept responsibility for dealing with complaints, nor do we have any liability for refunds or compensation.
Visa, passport and health requirements
It is your own responsibility to ensure compliance with immigration, visa and health requirements. Unless you tell us otherwise, we are entitled to assume that all members of your party hold passports and visas valid for the entire duration of the arrangements you chose to book. Information on visa, passport and health requirements, where given and applicable, is so given on this basis. Requirements may change and you are therefore strongly recommended to check the up to date position with the supplier of the arrangements, Passport Office, appropriate embassy or consulate or your doctor as applicable in good time before departure.For all bookings, by making a booking, the first named person on the booking agrees on behalf of all persons detailed on the booking that:1. He/she has read these terms and conditions and has the authority to and does agree to be bound by them; 2. He/she consents to our use of information in accordance with our Privacy Policy; 3. He/she is over 18 years of age and resident in the United Kingdom and where placing an order for services with age restrictions declares that he/she and all members of the party are of the appropriate age to purchase those services;4. he/she accepts responsibility for payment of the arrangements on behalf of all persons detailed on the booking.
Alteration of service or amendments to the conditions
We reserve the right to make changes to our website/app, policies, and these conditions of purchase at any time. You will be subject to the policies and conditions of conditions of purchase in force at the time that you order goods from us, unless any change to those policies or these conditions is required to be made by law or government authority (in which case it will apply to orders previously placed by you). If any of these conditions is deemed invalid, void, or for any reason unenforceable, that condition will be deemed severable and will not affect the validity and enforceability of any remaining condition.
Events beyond our reasonable control
We will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause which is beyond our reasonable control. This condition does not affect your statutory rights.
Special requests
If you have any special requests (for example dietary requirements, cots or room location), this can be added in the relevant section at the time of booking, or by contacting the hotel directly. We will pass on all such requests to the hotel, but we can't guarantee that they will be met and we will have no liability to you if they are not.
Insurance
Adequate travel insurance is a condition of your contract with either us or the hotel in question, as applicable. You must take out a policy of insurance in order to cover you and your party against the cost of cancellation by you; the cost of assistance (including repatriation) in the event of accident or illness; loss of baggage and money; pre-exiting medical conditions and other expenses. Jurisdiction and Applicable LawThese Booking Conditions and any agreement to which they apply 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 your contract or booking 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.
Accuracy
We endeavour to ensure that all the information and prices both on our website and in our brochures are accurate; however occasionally changes and errors occur and we reserve the right to correct prices and other details in such circumstances. You must check the current price and all other details relating to the arrangements that you wish to book before your booking is confirmed. Please note that special offers may be withdrawn without any notice.
Accommodation Ratings and Standards
All ratings are as provided by the relevant hotel and these may differ from the official ratings. These are intended to give a guide to the services and facilities you should expect from your accommodation. Standards and ratings may vary between countries, as well as between suppliers. We cannot guarantee the accuracy of any ratings given.
Your Responsibilities.
You are responsible for your own acts and omissions and are also responsible for the acts and omissions of anyone you invite to join or provide access to any booking. For example, this means: (i) you are responsible for leaving a hotel(and related personal property) in the condition it was in when you arrived, (ii) you are responsible for paying all charges determined by the hotel(iii) you must act with integrity, treat others with respect and comply with applicable laws at all times. If you are booking for an additional guest who is a minor, you must be legally authorised to act on behalf of the minor and you are solely responsible for the supervision of that minor.
Force Majeure
Except where otherwise expressly stated in these booking conditions we will not be liable or pay you compensation if our contractual obligations to you are affected by any event which we or the supplier(s) of the service(s) in question could not, even with all due care, foresee or avoid. These events can include, but are not limited to war, threat of war, civil strife terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and adverse weather, sea, ice and river conditions and all similar events outside our or the supplier(s) concerned’s control. Advice from the Foreign Office to avoid or leave a particular country may constitute Force Majeure.
Disabilities and Medical Problems
We are not a specialist disabled booking agent, but we will do our utmost to cater for any special requirements you may have. If you or any member of your party has any medical problem or disability which may affect your stay, please provide us with full details before you make your booking so that we can try to advise you as to the suitability of your chosen arrangements. It is your responsibility to provide us with full and accurate details on any special assistance you may require. We may require you to produce a doctor’s certificate certifying that you are fit to participate in your chosen arrangements. Acting reasonably, if we are unable to properly accommodate the needs of the person(s) concerned, we will not confirm your booking or if you did not give us full details at the time of booking, we will cancel it and impose applicable cancellation charges when we become aware of these details. Data Protection and PrivacyPlease see our data protection and privacy policy for full information regarding the way in which we use and store your personal data.