1. Introduction
IVY ROSEWOOD CARE LIMITED provides residential accommodation, supported accommodation and agreed resident support services in the United Kingdom.
This Booking and Service Policy explains how prospective customers can submit enquiries, discuss accommodation arrangements, confirm bookings, pay deposits and agreed fees, and request changes or cancellations.
This policy is intended for customers in the United Kingdom and relevant European countries. All arrangements are subject to availability, the relevant written agreement and applicable legal requirements.
We aim to provide clear information about the accommodation or services offered, the payment requirements and the responsibilities of the relevant parties before a booking is confirmed.
2. Scope of Services
Our arrangements may include:
- Residential accommodation.
- Supported accommodation.
- Agreed resident support services.
- Accommodation-related administrative arrangements.
- Other services expressly agreed in writing.
The specific accommodation, agreed services, commencement date, duration, fees and payment schedule will be set out in the relevant agreement, invoice or written confirmation.
Submitting an enquiry does not guarantee availability or establish a confirmed booking. A booking is confirmed only when the necessary checks and contractual steps have been completed and written confirmation has been issued by an authorised representative of IVY ROSEWOOD CARE LIMITED.
3. Enquiries and Booking Procedures
Prospective residents, existing residents and authorised representatives may contact us to discuss accommodation availability and proposed arrangements.
Email: enquiries@ivyrosewoodcare.com
Telephone: +44 1536 604728
3.1 Initial Enquiry
Please provide your name, preferred contact details, proposed start date and a brief description of the accommodation or services you wish to discuss.
Please submit only information reasonably necessary to handle your enquiry.
3.2 Review and Availability
We will review the information provided and consider whether the proposed arrangement falls within the scope of our services and whether suitable availability may exist.
We may request additional information reasonably required to clarify the proposed arrangement or complete the necessary administrative procedures.
3.3 Discussion of Terms
If a suitable arrangement may be available, we will discuss the proposed accommodation, agreed services, anticipated commencement date, applicable fees, deposit requirements and payment schedule.
Any proposal remains subject to availability and agreement on the relevant terms.
3.4 Written Agreement
Before the arrangement begins, the relevant parties must review and agree to the applicable written terms. These may include:
- Details of the accommodation or services.
- The commencement date and duration.
- The amount and purpose of the deposit.
- Whether the deposit will be credited towards subsequent fees.
- Any remaining balance and payment deadlines.
- Cancellation, amendment and refund conditions.
- The responsibilities of the relevant parties.
Where another organisation or authorised payer is involved, the payment responsibilities should be clarified before the arrangement is confirmed.
3.5 Booking Confirmation
A booking is confirmed only after the required arrangements have been completed and written confirmation has been issued by an authorised representative.
An enquiry or preliminary discussion alone does not guarantee a booking. A deposit payment will be handled according to the written terms applicable to that payment.
4. Deposits and Online Payments
Our website may allow customers to pay a Deposit towards an agreed accommodation booking or arrangement.
Depending on the written agreement, other charges may include residential accommodation fees, supported accommodation fees, agreed resident support service fees, monthly charges and other expressly agreed amounts.
Before payment is requested, we will identify the relevant charge and communicate the applicable amount, payment purpose and relevant conditions.
The deposit terms will explain, as applicable:
- The accommodation booking or arrangement to which the deposit relates.
- The amount payable and payment deadline.
- Whether the deposit is credited towards subsequent fees.
- The circumstances in which the deposit may be refunded.
- Any lawful deductions or cancellation charges that may apply.
Customers should review the payment details before completing checkout and ensure that the amount corresponds to the relevant booking, invoice or written agreement.
A deposit is not automatically non-refundable. Its treatment depends on the agreed terms, the circumstances of cancellation and applicable law.
Unless expressly agreed otherwise in writing, payments made through the website relate to the specific charge identified at checkout or in the relevant agreement. Monthly fees, where applicable, arise from the agreed arrangement and its stated payment terms; they do not automatically constitute a recurring website subscription.
5. Payment Responsibilities
Each payer is responsible for the charges allocated to them under the relevant written agreement.
Before making payment, please check the payment amount, reference and purpose.
If a payment fails, appears to have been duplicated or differs from the agreed amount, please contact us promptly.
We may request reasonable information to verify the transaction or identify the applicable invoice. Please do not send full card numbers, card security codes or payment passwords by email.
Where payment is made by a family member, authorised representative, funding organisation or other third party, the relevant parties should establish who is responsible for the payment and how any applicable refund will be handled.
6. Enquiry and Administrative Timeframes
We aim to respond to initial enquiries within 1–3 business days.
The time required to assess availability, review documentation, agree terms and confirm a booking depends on the circumstances of the proposed arrangement and the information received.
A booking confirmation will be issued after the necessary steps have been completed. Any commencement date will be recorded in writing.
These timeframes are administrative targets rather than guaranteed completion deadlines. We will communicate material changes to the proposed arrangements as reasonably practicable. Any applicable statutory deadline takes precedence.
7. Changes to Confirmed Arrangements
If you wish to change an agreed commencement date, accommodation arrangement, duration, payment schedule or scope of agreed services, please contact us as soon as reasonably possible.
We will review the request with reference to availability, the existing agreement and applicable law.
A requested change does not take effect until it has been accepted by the relevant parties and confirmed in writing, unless applicable law requires otherwise.
Where a change affects the deposit, fees, payment dates or other material terms, the revised arrangements should be recorded in writing.
If the requested change cannot be accommodated, we will explain the available options, which may include agreeing an alternative date, retaining the existing arrangement or considering cancellation under the relevant agreement and applicable law.
8. Cancellations and Refunds
If you wish to cancel a proposed or confirmed arrangement, postpone a planned move-in or request a refund, please contact us:
Email: enquiries@ivyrosewoodcare.com
Telephone: +44 1536 604728
Please provide your name, booking or agreement reference, payment details where applicable, proposed cancellation date and a brief explanation of your request.
Each request will be reviewed in accordance with the relevant written agreement, the status of the arrangement, accommodation or services already provided, the applicable deposit terms and applicable law.
A refund may be considered where, for example:
- The company cancels an arrangement and cannot provide the accommodation or services covered by the payment.
- A verified duplicate payment or billing error has occurred.
- The relevant parties agree in writing to cancel the arrangement.
- A refund or other remedy is required by applicable law.
Any amount retained or refunded must have a valid contractual or legal basis. A deposit will not automatically be forfeited solely because a cancellation request has been submitted.
Where a statutory cancellation right applies, we will handle the request in accordance with the relevant legal requirements.
Once a refund has been approved, we generally aim to initiate processing within 3–5 business days, subject to any shorter statutory deadline. The time required for funds to appear in the payer’s account may depend on the bank, card issuer or payment service provider.
For further details, please refer to our Cancellation and Refund Policy.
Nothing in this section excludes or restricts a statutory right or remedy that cannot lawfully be excluded or restricted.
9. Service Communication and Concerns
We will administer confirmed arrangements in accordance with the relevant written agreement and applicable legal requirements.
Communications may relate to accommodation details, agreed services, commencement dates, administrative documents, invoices, deposits, payment dates and changes to an existing arrangement.
Please notify us promptly if information relevant to an existing agreement changes or if you believe that an agreed arrangement has not been provided in accordance with its terms.
Email enquiries@ivyrosewoodcare.com with the relevant reference number and a description of the issue. We will review the matter and explain the next steps.
10. Responsibilities of Applicants and Authorised Representatives
Applicants, residents and authorised representatives are expected to:
- Provide accurate contact details and relevant information.
- Supply documents reasonably required to process the proposed arrangement.
- Review the written terms, deposit conditions and payment schedule before agreeing to them.
- Pay charges for which they are responsible by the agreed deadlines.
- Notify us of relevant changes or concerns as soon as reasonably practicable.
- Confirm their authority when acting on behalf of another person, where applicable.
- Respect applicable privacy and confidentiality requirements.
Where required information is missing or a payment remains outstanding, confirmation or commencement may be delayed in accordance with the agreement and applicable law.
Nothing in this section removes any legal obligation imposed on the company or transfers a responsibility to a customer where such a transfer would be unlawful.
11. Privacy and Payment Security
Information submitted through an enquiry, booking or payment will be handled in accordance with our Privacy Policy and applicable data protection legislation.
We may use relevant information to respond to enquiries, administer arrangements, confirm authorised representatives, maintain payment records and meet applicable legal obligations.
Payments are processed through the payment method made available at checkout. Customers should use the official website and contact details when communicating with us about payment matters.
Please do not send full payment card details, card security codes or passwords through ordinary email.
12. Applicable Law and Consumer Rights
This policy and the arrangements made under it are subject to the laws of England and Wales, where applicable, together with any mandatory legal requirements governing the relevant agreement.
The rights available to customers in the United Kingdom and other European countries may depend on the type of accommodation or service agreement and the applicable law.
Nothing in this policy excludes or restricts any statutory right or remedy that cannot lawfully be excluded or restricted. Where a mandatory legal requirement conflicts with a term in this policy, the mandatory requirement will apply to the extent of the conflict.
13. Contact Information
For enquiries about accommodation availability, bookings, deposits, payments, agreed services, changes or cancellations, please contact:
Company: IVY ROSEWOOD CARE LIMITED
Address: 27 Osprey Drive, Corby, England, NN17 5FR, United Kingdom
Telephone: +44 1536 604728
Email: enquiries@ivyrosewoodcare.com
Please include your booking or invoice reference where available so that we can identify your enquiry and respond appropriately.
We aim to communicate our booking and payment arrangements clearly and to administer deposits, fees and confirmed services in accordance with the relevant written agreements and applicable law.