SilverDoor Client Reservation Terms and Conditions
SilverDoor Limited (company number: 03950962) whose registered office is at 3 Dukes
Gate, Chiswick, London W4 5DX (“us”, “we”, “our”) is the UK’s largest independent
serviced apartment agent and we provide reservation and payment services to enable
our clients (“you”) to reserve serviced apartments worldwide (“Reservations”) which
are provided by our various apartment providers (our “Apartment Providers”).
You agree that your Reservation will be strictly subject to these terms and conditions
(“Terms”) and that in relation to your Reservation and use of the apartment you agree
to be strictly bound by these Terms and by any general policies, rules, terms or
conditions of the Apartment Provider (the “Apartment Provider’s General Policies”).
If you’re making the Reservation on somebody else’s behalf and/or any other third party
will be making use of the serviced apartments you, in addition, will procure their
compliance at all times with such Terms and the Apartment Provider’s General Policies
as if they were referred to as you under these Terms. 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. If we don’t supply
the Apartment Provider’s General Policies then it’s your responsibility to establish
with the Apartment Provider the basis on which they make the serviced apartment
available and whether any Apartment Provider General Policies apply.
Booking process and contract formation
You can make an enquiry about reserving a serviced apartment (a “Reservation Enquiry”)
through our site (www.silverdoor.co.uk) (“Site”), by phone or by email and we’ll
endeavour to respond with some suitable suggestions that meet your requirements or if
we’re unable to offer such suitable suggestions we’ll inform you accordingly. Please
note that all serviced apartment suggestions that we provide in response to your
Reservation Enquiry are subject to availability.
Once we’ve received your instructions to make a Reservation, we’ll endeavour to make
that Reservation. Your instructions to make a Reservation will be deemed an offer by
you which will only be deemed accepted once the Apartment Provider has accepted your
If your Reservation is accepted we will send you the “Apartment Reservation
Confirmation” which will amongst other things confirm the dates of your stay, the
charges to be paid by you (“Apartment Charges”), the relevant payment terms, check-in
and check-out times, cancellation terms and property contact details. In the event
that we’ve not been able to make your Reservation, we’ll also notify you and if
possible, suggest suitable alternative serviced apartments.
Our role and responsibilities
As a serviced apartment booking agent we provide information and details on our Site in
relation to serviced apartments. If you inform us of a serviced apartment in relation to
which you’d like to make a Reservation, we will, as detailed in clause 2 above,
endeavour to make the Reservation on your behalf with the Apartment Provider.
Once we’ve received payment of the Apartment Charges from you in respect of a
Reservation you’ve made, we’ll process these payments, and arrange for the appropriate
payment to be made to the relevant Apartment Provider.
Information and assistance
To process your Reservation we will during the booking process require certain
assistance and information from you, such as your contact details, the number of guests
staying, their names and contact details, etc. You agree that you’ll promptly provide us
with all such assistance and information that we may require during the booking process
and in relation to the information that it will be accurate, complete and up-to-date.
Furthermore you agree to notify us immediately if there are any changes to such
Money and deposits
The Apartment Charges for the serviced apartment will be as confirmed in the Apartment
Reservation Confirmation or as otherwise agreed between the parties. United Kingdom
Reservations: the Apartment Charges are given exclusive of VAT which you will pay in
addition to the Apartment Charges at the current rate from time to time. All other
countries Reservations: local taxes (including value added tax or any other applicable
tax in the country the apartment is located) are normally included in the rates that
we’ve offered. Please refer to our quotation for full information.
You will pay us the Apartment Charges in full and by the due date as agreed during the
booking process and all payments will be made in pounds sterling unless otherwise agreed
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
serviced 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 bank transfer or UK debit card are free of transaction charges. For
all other card types SilverDoor will charge a transaction charge of 2.95% of the
Change and cancellation
Once your Reservation has been accepted by our Apartment Provider, your right to make a
change to your Reservation or to make a cancellation will be subject to the Apartment
Provider’s General Policies and where possible we’ll provide details of such
cancellation rights or the right to make a change in your Reservation during the
booking process and within the Apartment Reservation Confirmation.
If you’d like to make a cancellation or make any change to your Reservation, please
contact us by emailing us at email@example.com or alternatively you can phone us
on +44 (0)20 8090 8090. Cancellations and amendments
must be made in writing Monday - Friday (9.00 and 17.30 UK time). Any cancellations made
out of these times or during a public holiday, will be actioned the next working day.
A staff member will confirm back to you once the changes have been made with the relevant property.
We can’t commit to being able to make any changes or to cancel your Reservation which
is binding upon you, however we’ll assist you in trying to achieve your desired
Please note that you are not permitted to allow pets (or any other animals) into the
serviced apartments without our prior written approval. If you wish to bring your pet
with you to the serviced apartment, please contact us at firstname.lastname@example.org or
alternatively you can phone us on +44 (0)20 8090 8090.
Please note that if we, or the Apartment Provider, has agreed to you having a pet in
the serviced 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 serviced 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.
Certain consumer regulations often require that when purchasing certain things online,
consumers have a right to cancel the contract within 7 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.
The currency conversion services on our Site should be used as a guide and are for
indicative purposes only. All currency rates on our Site are updated daily and supplied
by XE.com and are provided for convenience only. We therefore do not provide any
representation or warranty as to the accuracy of the conversions and by its nature the
information is subject to the volatility of financial markets and general economic
conditions and are as a consequence subject to change and uncertainty and is at your
own risk. We invoice all Reservations in GBP (UK Pounds Sterling) using American Express
International or UK Forex Payment Rates, applicable at the point of invoicing.
We act as a booking agent for and on behalf of our Apartment Providers and once
we’ve received a request for a Reservation we’ll endeavour to complete the Reservation
with the Apartment Provider on your behalf. We don’t own any of the serviced apartments
featured on our Site; they are owned by the Apartment Providers or third parties who
licence the Apartment Providers to book the serviced apartments on their behalf. As
such, by making a Reservation you agree that our only responsibility is as set out in
clause 9.5 below and that we’re not responsible for and will not be liable to you, or
to any third party, in relation to the serviced apartment, your use of the serviced
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 clause 9.2 below.
In the unlikely event that you do have an issue in respect of the Reservations, the
serviced apartment, your use of it or any acts or omissions of the Apartment Provider
please contact us immediately and we’ll 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.
Much of the information and materials provided by us in relation to the serviced
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 serviced apartment is accurate, complete and up to date, we can’t and don’t make
any warranties or representations of any kind in relation to any such material and/or
information provided by the Apartment Provider as we’re merely providing it as an agent
for the Apartment Provider. However, to the extent that there’s an issue in relation to
information provided by the Apartment Providers we’ll 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’ll make the necessary changes required.
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.
Subject to clause 9.9, the only liability we may have to you in relation to a
Reservation or a serviced apartment will be: a) to the extent that we make any errors
or provide inaccurate information concerning the serviced 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.
In the unlikely event that a serviced apartment becomes unavailable on the dates
that you have made the Reservation for, our liability to you will be limited to
suggesting suitable, equivalent, alternative accommodation.
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 serviced 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 serviced apartment) of any of these Terms or
the Apartment Provider’s General Policies.
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 serviced 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 serviced apartment will) vacate the serviced apartment
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
Neither these Terms nor any rights or obligations under these Terms may be assigned or
licensed by you.
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.
If any provision of these Terms is prohibited by law or 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@example.com 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.
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