Booking Terms & Conditions

1. General

By booking accommodation with Horizen Haven Living Limited, you agree to the following Terms & Conditions. These Terms & Conditions outline the responsibilities of both the guest and Horizen Haven Living Limited.

For any enquiries, please contact us:

• Email: operations@horizenhaven.com
• Phone: +44 7447 119245
• Address: 82A James Carter Road, Mildenhall, Bury St Edmunds, IP28 7DE, United Kingdom

Horizen Haven Living Limited is registered in England and Wales, company number 15990880.

2. Booking & Payment — stays of 90 nights or less

This section applies to stays of 90 nights or less. These can be booked directly through our website.

• No payment and no card details are taken at the time of booking.
• The full balance for your stay is payable in advance. It is not collected in two-weekly instalments.
• We will send you an invoice once your booking is confirmed. Payment is due within 7 days of the invoice date, or 48 hours before your arrival date, whichever is sooner. If you book within 7 days of your arrival date, payment is due within 24 hours of the invoice date.
• If we have not received payment by the due date we will contact you. If payment is still outstanding the following day, we may cancel your booking and release the room. No cancellation fee is charged where a booking is cancelled for non-payment, because no payment has been taken.
• Your booking is provisional until we confirm which house and room you have been allocated.
• Identity documents are provided through online check-in, not by email. See section 4.
• Guests must be 18 years or older to book.

3. Booking & Payment — stays of more than 90 nights

This section applies to stays of more than 90 nights. These cannot be booked online and are arranged directly with us.

Before check-in, unless otherwise agreed, we require:

• An initial two-week accommodation payment to reserve the room
• Identity documents, provided through online check-in
• A next of kin contact (name, phone number and email)

Booking confirmation is sent upon receipt of the initial payment. Your booking will be held for 48 hours while we await payment.

• Ongoing payments are collected every two weeks in instalments, or to an instalment schedule agreed in writing.
• Payments must be made by bank transfer or credit/debit card in GBP (£). Guests must ensure any payment card used is authorised for their use.
• A late payment fee of £25 per day will apply for overdue payments. If you think a payment might be late, please notify us beforehand.

All accommodation is occupied as serviced accommodation, and on this basis no rights of tenancy are created; it is exempt from security of tenure under the Rent Act. Horizen Haven Living reserves the right to access the property and rooms, and/or to terminate your stay, if it deems necessary.

4. Identity documents

We are required by law to record the name and nationality of every guest aged 16 or over, and for guests who are not British or Irish, passport or identity card details as well.

You provide these through online check-in, along with a photograph of the document. We delete the photograph 30 days after you check out, and keep the details we are required to record for 12 months. See our privacy policy.

5. Cancellations & Amendments

• Bookings are non-refundable unless special circumstances apply or an alternative arrangement is agreed.
• We may cancel a booking for non-payment under section 2 or section 3. Where we do, no cancellation fee is charged.
• We may offer alternative accommodation or a refund if we cancel your booking for any other reason.
• No refunds are given for early departure unless previously agreed.

6. Notice to Vacate

Flexible stay option. A minimum of two weeks' notice is required to vacate the room, unless otherwise agreed.

Fixed term / long stay option. A minimum of four weeks' notice is required to bring the agreement to an end. Notice to vacate will be served no earlier than 30 days prior to the end of the fixed term, and remains applicable thereafter.

Example: a twelve-month fixed term with a four-week notice period means notice to vacate will be served at or after month eleven, not earlier.

7. Damage & Replacement Fees

• Guests are responsible for any damage or lost items during their stay.
• Charges for lost or damaged items will be based on the actual cost of replacement.
• Excessive cleaning fees of up to £200 may apply if the property is left in an unreasonably dirty condition.
• A £250 fine will apply for smoking inside the house.

8. Facilities & Services

• Guests are welcome to use shared spaces for activities or workshops. If the activity involves external visitors, it must be approved by management in advance. All activities must be respectful of other guests and suited to the peaceful nature of the house.
• We cannot guarantee uninterrupted service for Wi-Fi, utilities or appliances, but we will make every effort to resolve any issues as quickly as possible.
• Guests are expected to use the property responsibly and with respect for others.
• Guests are responsible for their vehicles and any parking fines. Parking availability varies; management is not liable for parking-related issues.
• No storage is provided for luggage or post.
• Guests must consult management before using the address for deliveries.
• Management and contractors may access rooms at any time, with reasonable notice, for inspections, repairs or maintenance.

9. Check-in & Check-out

Unless otherwise agreed:

• Check-in: from 3:00 PM
• Check-out: by 12:00 noon

Late check-outs must be pre-approved and may incur additional charges.

10. Guest Conduct & Immediate Eviction

We reserve the right to immediately evict guests without a refund for the following:

• Excessively loud music, major disturbances, or unauthorised parties
• General nuisance behaviour
• Non-payment of accommodation fees
• Criminal activity
• Gross misuse or disregard of the property
• Poor behaviour, discrimination or disturbance towards other guests or staff

No pets are allowed. A £200 surcharge and potential eviction apply for breach.

11. Additional guests or visitors

• Visitors are welcome at the property outside of quiet hours (see section 12), provided they do not disturb other guests. Some guests may sleep during the day, so respectful conduct is expected at all times.
• Guests must notify management in advance if they intend to bring more than two visitors to the property at any one time.
• One visitor may stay overnight in the guest's room for an additional charge of £10 per night. This fee can be paid directly or added to the guest's next scheduled payment. Management must be informed in advance of any overnight stays.
• Where available, a separate room can be arranged for a guest's visitor at a daily rate. Please contact management in advance to check availability and pricing.
• Guests are fully responsible for the conduct and actions of their visitors. Any disturbance, damage or breach of house rules caused by a visitor will be treated as if caused by the guest.

12. Quiet Hours

• To maintain a peaceful environment for all guests, quiet hours are observed between 8:00 PM and 9:00 AM daily.
• During these hours, guests must avoid loud music or other disruptive activities, both in private rooms and shared spaces.
• Please be mindful that some guests may sleep during the day due to work or study schedules. We ask all guests and their visitors to conduct themselves with consideration at all times.
• Visitors are only permitted outside of quiet hours, unless staying overnight with prior arrangement (see section 11).

13. Force Majeure

Horizen Haven Living Limited is not liable for disruptions caused by unforeseen events beyond our control, including but not limited to natural disasters, power outages, extreme weather, or government actions.

14. Liability & Indemnification

Horizen Haven Living Limited is not liable for theft, personal injury, or loss of personal belongings; guests are advised to maintain personal insurance. We exclude liability for indirect, consequential or special damages, including loss of profits, loss of business, or loss of goodwill.

15. Data Protection

We handle your personal information in accordance with our privacy policy.

16. Governing Law

These Terms & Conditions are governed by the law of England and Wales.

17. Complaints & Contact

Complaints or suggestions should be submitted by email to operations@horizenhaven.com. We will make every reasonable effort to resolve concerns as quickly as possible.