1. Introduction
IVY ROSEWOOD CARE LIMITED provides residential accommodation, supported accommodation and agreed resident support services in the United Kingdom. This Cancellation and Refund Policy explains how customers can request cancellations, changes to accommodation arrangements and refunds for payments made through our website or under a written agreement.
This policy applies to customers in the United Kingdom and relevant European countries, subject to the terms of the applicable agreement and mandatory legal requirements.
All cancellation and refund requests will be assessed individually, taking into account the type of payment, the services agreed, the timing of the request, any services already provided and applicable law.
2. Services and Payment Arrangements
Our charges may include:
- Residential accommodation fees.
- Supported accommodation fees.
- Resident support service fees.
- Monthly accommodation or agreed support service fees.
- Accommodation booking deposits.
- Other charges expressly agreed in writing.
The website may allow customers to pay a Deposit to secure or confirm an accommodation arrangement. The purpose and amount of the deposit, any remaining balance, the payment deadline and the applicable cancellation terms will be explained before payment or in the relevant written agreement.
Unless expressly agreed otherwise in writing, a payment made through our website relates to the specific accommodation arrangement or service identified at checkout or in the relevant agreement. A deposit payment does not, by itself, create an automatically renewing subscription.
Where a local authority, funding organisation, authorised representative or another third party is involved in payment, the relevant written agreement will determine the respective payment responsibilities.
3. Deposit Terms
A deposit may be required before an agreed accommodation arrangement begins. Its purpose is to secure the relevant booking or satisfy another deposit requirement expressly identified in the written agreement.
Before making payment, customers should review the information provided about:
- The amount and purpose of the deposit.
- The accommodation arrangement or service to which it relates.
- Whether the deposit will be credited towards subsequent fees.
- The circumstances in which the deposit may be refunded.
- Any applicable cancellation conditions and deadlines.
A deposit is not automatically non-refundable. Its treatment depends on the agreement, the reason for cancellation, the stage of the arrangement and applicable law.
Where the company cancels an arrangement and cannot provide the accommodation or services covered by the payment, we will assess the refund due in accordance with the agreement and applicable legal requirements.
Any deduction or cancellation charge must have a valid contractual or legal basis and must comply with applicable requirements concerning fairness and proportionality.
4. When a Refund May Be Available
Customers may request a refund where there is a contractual or legal basis for doing so. Depending on the circumstances, a refund or another appropriate remedy may be considered in the following situations:
Cancellation by the company: If we cancel a confirmed arrangement and cannot provide the accommodation or services covered by a payment, the amount refundable will be assessed under the relevant agreement and applicable law.
Services not provided as agreed: If agreed accommodation or support services have not been provided in accordance with the applicable agreement, we will review the circumstances and determine the appropriate remedy.
Cancellation by mutual agreement: If the relevant parties agree in writing to cancel an arrangement, any refund will be handled according to the agreed cancellation terms and applicable law.
Duplicate payments or billing errors: Verified duplicate payments, incorrect charges and overpayments will be reviewed and corrected where appropriate.
Statutory rights: Where applicable law gives a customer a right to cancel, obtain a refund or seek another remedy, we will comply with the relevant legal requirements.
If accommodation has already been provided or agreed services have already been delivered, the refund assessment may take account of the period covered, services provided and any charges that may lawfully be retained.
5. Cancellation by the Customer
If you wish to cancel an accommodation booking, withdraw a planned move-in or end an existing arrangement, please contact us as soon as reasonably possible.
Your request will be reviewed against the relevant agreement, the date the request is received, the status of the arrangement and applicable law.
Depending on the circumstances, the outcome may include:
- A full or partial refund where applicable.
- A revised start date or amended arrangement agreed in writing.
- Settlement of fees properly due for accommodation or services already provided.
- Application of a cancellation charge only where permitted by the agreement and applicable law.
Submitting a cancellation request does not automatically mean that the full payment will be refunded. Equally, a deposit will not automatically be forfeited merely because a customer requests cancellation.
Where a statutory cancellation period applies to the relevant consumer contract, we will comply with the applicable requirements, including any required information or express consent concerning services beginning during that period.
6. How to Request a Cancellation or Refund
Please contact us using the details below:
Email: enquiries@ivyrosewoodcare.com
Telephone: +44 1536 604728
To help us review your request, please provide, where relevant:
- Your full name and contact details.
- Your accommodation or service reference number, if available.
- The date and amount of the payment.
- Your payment, invoice or transaction reference.
- The reason for the cancellation or refund request.
- Your requested cancellation date or proposed changes.
If you are acting on behalf of another customer or payer, we may request reasonable confirmation of your identity and authority to act on their behalf.
Please do not send full payment card numbers, card security codes or passwords by email.
We aim to acknowledge requests or provide an initial response within 3–5 business days. Requests requiring further documentation, payment reconciliation or agreement review may take longer. This response target does not replace any shorter deadline required by applicable law.
7. Refund Processing and Timing
Once a refund has been approved, we generally aim to initiate processing within 3–5 business days, subject to any shorter statutory deadline that applies.
Refunds will normally be made to the original payment method. If the original method is no longer available or an alternative procedure is necessary, we may contact the payer to verify the appropriate arrangement.
After a refund has been initiated, the time required for funds to appear in the payer’s account may depend on the bank, card issuer or payment service provider.
If the refund does not appear within the expected period, please contact your bank or payment service provider. You may also contact us at enquiries@ivyrosewoodcare.com so that we can review the transaction.
The timeframes above are estimates where the law permits estimates. Any applicable statutory refund deadline takes precedence.
8. Changes to Accommodation Arrangements
If you wish to change an agreed start date, postpone a planned move-in or amend an existing accommodation or support arrangement, please contact us as soon as reasonably possible.
Requests will be considered based on availability, the existing agreement, the proposed changes and applicable law.
A change may affect the deposit, payment schedule, start date or fees payable. Any agreed amendment to the arrangement or payment terms should be confirmed in writing by the relevant parties.
If an arrangement cannot proceed as originally planned, we will explain the available options. These may include agreeing a revised date, amending the arrangement or cancelling it under the applicable agreement and law.
Any resulting refund will be assessed under the relevant agreement and applicable legal requirements.
9. Payment Verification and Errors
We may review payment confirmations, transaction references, invoices and related records to verify payments and process approved refunds.
Reasonable checks may be carried out to confirm the payment, the payer’s identity and the authority of anyone acting on the payer’s behalf. These checks help ensure that refunds are made to the appropriate person and that our records remain accurate.
If you believe that a payment was duplicated, a charge was incorrect or an approved refund has not been received, please contact us with the payment date, amount and relevant reference.
We will not ask you to provide your full card security code or payment password by email to process a refund.
If you receive an unexpected message concerning a payment or refund, contact us using the official details in this policy before providing personal or financial information.
10. European Customers and Statutory Rights
Customers in the United Kingdom and other European countries may have rights under applicable consumer protection and contract laws. The specific rules may depend on the customer’s location, the type of agreement and the nature of the accommodation or services.
Different cancellation rules may apply to different accommodation arrangements. Any applicable statutory right to cancel, obtain a refund or seek another remedy will be respected.
Nothing in this policy excludes or restricts a right or remedy that cannot lawfully be excluded or restricted. If a mandatory legal requirement conflicts with a term of this policy, the mandatory legal requirement will prevail.
11. Complaints and Unresolved Requests
If you are dissatisfied with the outcome of a cancellation or refund request, please contact us using the details below and explain the issue. We will review the relevant records and respond with our findings or explain whether additional information is required.
If the matter cannot be resolved directly, you may pursue any complaint or remedy available under applicable law.
Nothing in this policy limits your right to seek assistance from an appropriate organisation or authority where permitted by law.
12. Contact Information
For questions about deposits, cancellations, refunds or accommodation arrangements, 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
All cancellation and refund requests will be reviewed individually in accordance with the relevant agreement and applicable law. Any decision concerning a payment, deduction or refund will be communicated to the customer or authorised payer where appropriate.