1. Introduction and Acceptance of Terms
Welcome to IVY ROSEWOOD CARE LIMITED (“we”, “us” or “our”). We are a company based in the United Kingdom providing residential accommodation arrangements, supported accommodation and agreed resident support services to customers in the European countries we serve.
These Terms and Conditions govern access to our website, enquiries about our services, accommodation booking requests, payment of deposits and other agreed charges, and the administration of related arrangements.
By using our website, you agree to the provisions applicable to website use. Any accommodation or resident support arrangement is also subject to the relevant written agreement and applicable law.
Where a separate written agreement contains specific terms concerning accommodation, deposits, payment schedules, cancellation, refunds or termination, those terms apply to the relevant arrangement to the extent permitted by law.
Nothing in these Terms excludes or restricts statutory rights that cannot lawfully be excluded.
2. Scope of Services
IVY ROSEWOOD CARE LIMITED provides information and arrangements relating to residential accommodation, supported accommodation and agreed resident support services.
Depending on the arrangement, our services may include:
- Residential accommodation arrangements.
- Supported accommodation arrangements.
- Agreed resident support services.
- Accommodation booking and occupancy administration.
- Communication regarding accommodation availability, deposits, fees and payment arrangements.
The exact scope of the services, applicable charges and commencement arrangements will be confirmed in the relevant written agreement or booking confirmation.
Website information and enquiries do not, by themselves, guarantee availability or constitute confirmation of a booking.
An arrangement becomes binding when the required acceptance procedures have been completed and the relevant parties have entered into the applicable agreement.
3. Accommodation Enquiries and Booking Arrangements
Customers may contact us through our website or the contact details provided below to enquire about available accommodation and related services.
Before a booking is confirmed, we will communicate the relevant information, which may include:
- The proposed accommodation arrangement.
- The expected commencement date and applicable duration.
- The amount of the required deposit.
- The remaining accommodation or service charges.
- Payment deadlines and schedules.
- Cancellation, termination and refund conditions.
Customers or authorised representatives must provide accurate information reasonably required to process the enquiry and administer the proposed arrangement.
A booking will be confirmed only in accordance with the applicable booking procedure and written confirmation.
Requests to change accommodation, commencement dates or agreed arrangements must be submitted through our designated contact channels. Any change will take effect in accordance with the written agreement and applicable law.
4. Deposit and Payment Terms
4.1 Deposit Payments
Where a deposit is required to secure or initiate an accommodation arrangement, the amount payable and the purpose of the deposit will be stated in the applicable booking information, invoice, payment request or written agreement.
The deposit is linked to the specific accommodation or service arrangement identified in those documents. Payment of a deposit does not automatically confirm a booking unless the applicable booking requirements have also been satisfied.
Before payment, customers should review the amount, payment purpose, relevant dates and applicable conditions.
4.2 Treatment of the Deposit
The written agreement will specify how the deposit is treated, including whether it is:
- Applied towards an agreed accommodation or service charge.
- Held pending commencement of the arrangement.
- Deductible against outstanding amounts where contractually agreed and legally permitted.
- Refundable in full or in part under specified circumstances.
A deposit will not automatically be treated as non-refundable merely because it is described as a deposit. Any retention or deduction must have a contractual or legal basis and comply with applicable law.
4.3 Remaining Fees
Where the total agreed amount exceeds the initial deposit, the remaining balance, payment deadline and payment method will be stated in the relevant agreement or invoice.
Depending on the agreed arrangement, additional charges may include residential accommodation fees, resident support service fees, monthly residential support fees or supported accommodation fees.
No additional amount will be charged beyond the applicable agreed terms unless subsequently agreed or otherwise permitted by law.
4.4 Payment Responsibility
The relevant agreement will identify the party responsible for payment. This may be the resident, an authorised representative or another party that has expressly agreed to pay.
The payer must use a payment method they are authorised to use and provide accurate billing information.
4.5 Payment Records
We maintain relevant records of deposits, invoices, payments, outstanding balances and refunds for the administration of arrangements and compliance with applicable legal obligations.
For payment enquiries, please contact us using the details in these Terms. Do not send complete payment card details or card security codes by ordinary email.
5. Payment Processing
Payments may be accepted through the payment methods displayed on our website or communicated through our authorised payment channels.
The payer should verify the payment amount and purpose before submitting a transaction.
Where an external payment service provider processes a payment, that provider may handle the transaction information required to complete and record the payment. We may receive the payment amount, transaction reference, payment status and refund status for our business records.
We will handle the personal information we receive in accordance with our Privacy Policy and applicable data protection legislation.
If a payment fails, appears duplicated or is made for an incorrect amount, please contact us promptly with the relevant transaction reference.
6. Cancellations and Termination
Cancellation or termination requests must be submitted by email to enquiries@ivyrosewoodcare.com or by telephone on +44 1536 604728.
The applicable notice period, effective date and financial consequences will be determined by the written agreement and applicable law.
Where a booking is cancelled, the treatment of the deposit will depend on the agreed cancellation terms, the circumstances of the cancellation, any services or arrangements already provided, and applicable statutory rights.
Any amount retained from a deposit must be justified by the applicable agreement or law. We will explain the basis of any deduction where required.
We may cancel or terminate an arrangement where the relevant agreement permits this, subject to applicable notice requirements, statutory rights and any legal obligations relating to existing accommodation arrangements.
7. Refund Policy
Refund requests should be sent to enquiries@ivyrosewoodcare.com. Please include the relevant booking or payment reference, the amount paid and a brief explanation of the request.
Refund eligibility will be assessed by reference to:
- The applicable written agreement.
- The purpose and treatment of the deposit.
- The circumstances and timing of the cancellation.
- Any amounts properly due under the agreement.
- Applicable statutory cancellation and refund rights.
Deposits are not automatically forfeited solely because an arrangement ends. Equally, cancellation does not automatically entitle a payer to a full refund in every circumstance.
Where a refund is due and approved, we generally aim to initiate it within 3 to 5 business days after the assessment is completed. The time required for the funds to appear in the original payment account may depend on the payment method and the relevant financial institution.
Nothing in this section excludes or restricts any refund right that applies under mandatory law.
8. Customer Responsibilities
Customers, residents and responsible payers must:
- Provide accurate information relevant to the proposed arrangement.
- Review the applicable booking terms and payment details before paying a deposit.
- Pay agreed charges by the specified due dates.
- Use authorised payment methods.
- Notify us promptly of material changes affecting the arrangement.
- Submit cancellation, refund or amendment requests through the appropriate contact channels.
- Ensure that any representative acting on their behalf has the necessary authority.
Incomplete information or missing documents may delay the processing of an enquiry or booking.
9. Changes to Bookings and Agreements
Requests to change an accommodation arrangement, commencement date, agreed service or payment schedule must be submitted in writing.
Any change is subject to the applicable agreement, availability and relevant legal requirements. A request alone does not amend an existing agreement.
Where a change affects the deposit, remaining balance or payment deadline, the revised terms will be communicated to the relevant parties before taking effect, where required.
10. Website Content and Acceptable Use
Website content is provided to explain our business and services. While we take reasonable steps to keep information current, website descriptions do not replace the specific terms set out in a written agreement.
Users must not:
- Submit information that is knowingly false or materially misleading.
- Attempt to make payments without proper authority.
- Attempt to access restricted information without permission.
- Interfere with the normal operation of the website.
- Use the website for unlawful purposes or to infringe another person’s rights.
- Submit confidential information about another individual without an appropriate legal basis or authority.
Where a user breaches these requirements, we may take proportionate action permitted by law.
11. Intellectual Property
Website content, including text, graphics, logos and other materials, is owned by IVY ROSEWOOD CARE LIMITED or used with appropriate permission.
Unless permitted by law or authorised by the relevant rights holder, users must not reproduce, distribute or commercially exploit protected website materials.
Materials supplied by customers remain subject to the rights of their respective owners. By submitting materials to us, customers confirm that they are entitled to provide them for the relevant administrative purpose.
12. Privacy and Personal Information
We process personal information in accordance with our Privacy Policy and applicable data protection legislation, including the UK GDPR and the Data Protection Act 2018, where applicable.
Information may be used to respond to enquiries, administer accommodation arrangements, record deposits and other payments, communicate with authorised representatives and meet legal obligations.
Further information about the collection, use, disclosure and retention of personal information is available in our Privacy Policy.
13. Limitation of Liability
Nothing in these Terms excludes or restricts liability where such exclusion or restriction is prohibited by law.
Subject to that principle, our liability will be determined by the relevant written agreement, the circumstances of the matter and applicable law.
To the extent permitted by law, we are not responsible for losses arising solely from materially inaccurate information supplied by a customer or from events outside our reasonable control for which liability may lawfully be excluded.
Nothing in these Terms excludes liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any other liability that cannot lawfully be excluded or restricted.
14. Complaints and Dispute Resolution
Questions or complaints about accommodation arrangements, deposits, invoices, payments or refunds should initially be directed to us using the contact details below.
Please include a description of the issue and any relevant booking, agreement or transaction reference. We will review the matter and request further information where reasonably necessary.
Where a dispute cannot be resolved through direct communication, the parties may consider an appropriate alternative dispute resolution process or pursue the remedies available under applicable law.
Nothing in this section prevents a customer from contacting a competent authority or exercising a statutory right.
15. Governing Law and Jurisdiction
These Terms are governed by the laws of England and Wales, subject to mandatory legal provisions that apply to the relevant arrangement.
Any dispute shall be handled by the competent courts in accordance with applicable jurisdictional rules. Mandatory consumer protections and jurisdictional rights applicable in the customer’s country of residence remain unaffected where required by law.
16. Third-Party Websites and Services
Our website may contain links to websites or services operated by other organisations.
External websites and services may have separate terms and privacy notices. Customers should review those documents before using an external service or submitting personal information.
17. Amendments
We may update these Terms to reflect changes to our website, business activities or legal requirements.
The latest version will be published on our website with a revised date. Changes to website terms do not automatically amend an existing written agreement. Any change to an existing arrangement will be handled in accordance with the agreement and applicable law.
If any provision is found to be invalid or unenforceable, the remaining provisions will continue to apply to the extent permitted by law.
18. Contact Information
Company: IVY ROSEWOOD CARE LIMITED
Address: 27 Osprey Drive, Corby, England, NN17 5FR, United Kingdom
Telephone: +44 1536 604728
Email: enquiries@ivyrosewoodcare.com
Please contact us for enquiries about accommodation arrangements, booking deposits, outstanding payments, cancellations, refunds or these Terms and Conditions.
By using our website, you acknowledge the terms applicable to website use. Any booking or service arrangement remains subject to the relevant written agreement and applicable law.