Terms and Conditions / Privacy Policy

 

These conditions govern all bookings made with Trueman Court Luxury Serviced Apartments (Trueman Court Management Ltd). You accept these conditions yourself and on behalf of all members of your party whether you are booking as a guest or on behalf of others. In addition, by visiting or using our website you agree to comply with the Site Terms. ​

 

1. How to book

Methods of Booking

Online: The simplest, cheapest and quickest method is to follow our secure online booking system, please visit www.truemancourt.co.uk

When booking with Trueman Court Luxury Serviced Apartments it is deemed that you (and all those named in the booking) have accepted, in full, the following terms and conditions:

Trueman Court Luxury Serviced Apartments reserves the right to refuse any booking at its sole discretion.

It remains the responsibility of the booker to provide accurate information of all relevant guests including names and whether they are adults or minors.

A booking party must include at least one adult.

Proof of identification and date of birth may be required on checking into your apartment and failure to present appropriate identification may result in Trueman Court Luxury Serviced Apartments cancelling the booking.

On booking you will be requested to accept a copy of these terms and conditions along with a booking summary.

Once confirmed no booking may be assigned or transferred in whole or part to any third party. ​

 

2. Paying for Your Booking

All prices quoted are in Great British pounds.

Trueman Court Luxury Serviced Apartments reserve the right to change rates at any time although rates charged will not be changed once a booking is confirmed except for amendments initiated by you.

Full payment will be taken/required 3 days prior to the arrival date.

A 10% non-refundable pre-payment will be taken when booking direct on www.truemancourt.co.uk

There are no credit card fees.

Confirmation of your booking will be e-mailed to you. Please check the details of your confirmation as soon as you receive it and retain a copy for your reference. Should any of the details be incorrect please contact Trueman Court Luxury Serviced Apartments immediately and we will endeavour to rectify any inaccuracies straight away.

Although Trueman Court Luxury Serviced Apartments will also attempt to accommodate any amendments you wish to make to your booking Trueman Court Luxury Serviced Apartments cannot accept liability for any inaccuracies in information supplied by yourself or any inaccuracies not brought to our attention within five working days of confirmation.

If booked within 3 days of your stay you will be required to pay 100% of the reservation amount at the time of booking. If booked more than 3 days prior to your stay, in the first instance, you will be emailed a payment link to pay for the remaining amount.

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​3. Amending your Booking

Amendments are subject to availability and to the cancellation terms (see section 4). They may, therefore, also be subject to a cancellation fee.

Should you require an amendment to your booking (such as a change of dates or accommodation booked) Trueman Court Luxury Serviced Apartments will endeavour to accommodate your request but can offer no guarantee of being able to do so. Furthermore, Trueman Court Luxury Serviced Apartments does not accept any liability for any damage, loss, or additional expense incurred by you.

Should your request be to extend your stay, Trueman Court Luxury Serviced Apartments will again endeavour to meet such a request but can offer no guarantee of doing so. All requests for extensions to a booking period must be received in writing / e-mail prior to confirmation and an amended booking summary will be e-mailed to you. Trueman Court Luxury Serviced Apartments would appreciate as much notice as possible (in writing) in order to grant a request for an extension of stay and minimize the risk of another guest booking the apartment.

Once a request to extend a stay has been confirmed Trueman Court Luxury Serviced Apartments, unless otherwise agreed, reserve the right to take all necessary additional payments from the credit card used to make the original booking.

 

4. Cancellations

Trueman Court Luxury Serviced Apartments strongly advise that any travel arrangements from you and your party remain the responsibility of you and your party and you should therefore ensure that you have appropriate travel and personal insurance cover.

How you can cancel a booking:

All full or part cancellations of a confirmed booking must be made in writing to:

Info@truemancourt.co.uk

Please note that any confirmed booking will only be deemed cancelled from the first working day of Trueman Court Luxury Serviced Apartment’s receipt of notice to cancel.

Cancellations are subject to the following fees:

Notice to cancel received by Trueman Court Luxury Serviced Apartments Fees incurred: Within 3 days of the arrival date 100% of total fee due

Non arrivals 100% of fee due

Early departure 100% of fee for nights booked. Trueman Court Luxury Serviced Apartments are not obliged to refund any part of fees paid for nights not used.

In the unlikely event that Trueman Court Luxury Serviced Apartments are unable to accommodate a confirmed booking it may be necessary to offer an alternative accommodation of an equal or a superior standard. If at any time we need to make changes that will significantly affect your stay or we need to cancel your stay, we will notify you as soon as possible, offering an alternative or full refund subject to the cancellation or alteration to your booking being within our reasonable control. See section 12.

 

5. Checking in and Checking Out

Checking in

Trueman Court Luxury Serviced Apartments are available for occupation by 15:00 on the day of arrival although this can be flexible with prior notice. Check-in is via the Flexipass app downloaded to your smart phone prior to arrival (Google play store: https://play.google.com/store/apps/details?id=it.flexipass.app Apple App Store https://itunes.apple.com/it/app/flexipass-mobile-access/id1168055983?l=en&mt=8 ). You will be sent a code via the email used during booking, which activates your Flexipass app and turns your smartphone into your key for the front door and apartment. In case of emergency please contact the out of hours number in the Guest Services Directory or info@truemancourt.co.uk (up until 10pm) for assistance.

Checking out

The apartment will be available to you until 10:30 of the morning of your departure at which time your Flexipass key code will expire unless the late checkout option has been selected and purchased. Unless otherwise agreed, failure to check out by this time may result in Trueman Court Luxury Serviced Apartments invoking it’s reserved right to charge an additional day.

Please take all of your personal items with you. If you leave anything behind, please contact us to arrange the return or collection of those items.

 

6. Additional charges

At reservation stage, valid Credit card details will be taken and held by Trueman Court Luxury Serviced Apartments for the duration of your stay. A deposit of £150 might be charged up to 1 week in advance of your booking. We will notify you prior to taking payment.

Your apartment may be checked regularly and Trueman Court Luxury Serviced Apartments reserve the right to deduct from this card, without any further notice, all amounts chargeable under these conditions including but not limited to breakages, damages, items missing from the inventory of the apartment, additional services received and charges for further stays. Although we will endeavour to contact you in the first instance about any charges.

In cases of soiling an additional £50 per item will be charged plus any additional housekeeping service time required.

Should, on the day of your departure Trueman Court Luxury Serviced Apartments deem an apartment unfit to re-occupy the person who booked the apartment will be charged compensation for loss of revenue in addition to the cost of any replacements, repair and cleaning necessary. In such cases Trueman Court Luxury Serviced Apartments will provide a full breakdown of damages and related costs.

If additional guests are found to reside in the property beyond those that booked the apartment a charge of £20/day/guest will be charged plus a £50 administration fee.

 

7. Occupancy ​ All Trueman Court Luxury Serviced Apartments are occupied as serviced apartments and therefore no rights of tenancy are created by occupancy or by these terms and conditions.

Only those persons booked to stay in the apartment may occupy the apartment.

A member of the Trueman Court Luxury Serviced Apartments team or our authorized agents may at any time access the apartment for the purpose of inspection, servicing, maintenance or repair.

Occupants are responsible for leaving the apartment, furniture and all equipment clean and tidy at the end of the stay. Failure to do so may incur additional charges; see point 6.

The occupants shall not behave in any way that may jeopardize any part of the insurance held pertaining to the apartment or its contents.

Except for normal wear and tear the occupant remains responsible for any damage to the apartment or its contents during the occupancy which has occurred due to wilful default, irresponsible behaviour or negligence on behalf of an occupant. Such damage requires reporting as soon as possible and may incur retention of your deposit or additional charges. See point 6.

All occupants agree to use any available internet / broadband service provided responsibly and not for illegal purposes.

All occupants agree to turn all lights and heating off and close all windows when not present in the property. ​

 

8. Accommodation ​ Apartments are individual and vary in size. Although Trueman Court Luxury Serviced Apartments’ website is frequently updated and accommodation and location is confirmed in advance (subject to sections 2 and 3 of these terms and conditions) exact furnishings cannot be guaranteed and may vary from images on the website.

All Trueman Court Luxury Serviced Apartments are furnished to a high standard and include a fully equipped kitchen with appliances, cutlery, crockery and kitchen utensils.

A full inventory of equipment is kept and no items may be removed from the apartment.

For longer stays, housekeeping is provided every 7 days and is mandatory unless agreed otherwise. If housekeeping is required prior to this, then it will have to be arranged with at least 2 days written notice and a fee will be chargeable. Any linen that requires changing prior to the 7 days may also be chargeable.

 

9. Restrictions

The number of occupants per apartment is restricted to the number of beds provided. Apartments 4 The Box, 8 The Box, 9 The Art Gallery and 12 Cabin In The Woods, feature one bed as standard. An additional bed will be provided if 3 or more guests are booked.

Trueman Court Luxury Serviced Apartments operate a strict no smoking policy within all its apartments and communal areas – any contravention of this will incur a £150 fine.

Pets: Trueman Court Luxury Serviced Apartments regret that pets, of any kind, are not allowed in the apartments – any contravention of this will incur a £150 fine.

Sub-letting or re-letting the apartment is not permitted.

Trueman Court Luxury Serviced Apartments are to be used for residential purposes only and not for activities that would increase the normal flow of people to and from the apartment or otherwise disturb neighbouring residents. As such, no partying is allowed and any contravention of this will incur a £150 fine.

A warning will be given to those found in breach of our quiet hours (between 11pm-7am), those that continue to be noisy hereafter will be asked to leave.

 

10. Services

Unless otherwise specified the prices quoted include housekeeping service once per week, heating, electricity, water and internet connection. Although Trueman Court Luxury Serviced Apartments endeavour to provide the very best of services to its guests it cannot be held responsible for any failure or interruption of services to the apartment or the building, including electricity, water, telephone, internet connections, disruption or noise caused as a result of repair works being carried out in another part of the property or neighbouring properties. However, upon notification by a guest, Trueman Court Luxury Serviced Apartments will endeavour to initiate the maintenance and rectification of the situation or any interrupted service within a reasonable period of time. Should the issue persist, upon notification Trueman Court Luxury Serviced Apartments will welcome the use of its complaints procedure and at its sole discretion offer alternative accommodation dependent upon availability.

 

11. Feedback ​ Trueman Court Luxury Serviced Apartments wish to continually improve its service and therefore value the feedback of its valued guests. Please make use of the feedback card in your apartment for your comments on your stay.

Should you have a complaint please alert a member of the Trueman Court Luxury Serviced Apartments team as soon as possible.

Should they or another member not be able to resolve the issue within the period of your stay please send us an email to info@truemancourt.co.uk as soon as possible.

 

12. Liability

Trueman Court Luxury Serviced Apartments will not be liable for any inadvertent inaccuracies, errors or omissions in any information given by Trueman Court Luxury Serviced Apartments as all such information is given in good faith and every reasonable effort is made to ensure accuracy.

Trueman Court Luxury Serviced Apartments will not be liable for any theft, loss and or damage to your personal belongings during your stay in the apartment. You are advised that the safety of personal property during your stay, any requirements for passports, any travel arrangements and requirements pertaining to health issues and any financial requirements of you and your party remain the responsibility of you and your party and you should therefore ensure that you have appropriate travel and personal insurance cover.

Trueman Court Luxury Serviced Apartments will not be liable for any delay, loss, damage, or expenses incurred in amending or cancelling your booking or Trueman Court Luxury Serviced Apartments failure or delay in performance of its obligations due directly or indirectly to circumstances beyond its reasonable control, which shall include but not be limited to events such as an act of God, war, civil strife, acts of terrorism, labour disputes, natural or man -made disaster, fire flood, and adverse weather conditions.

Nothing in these terms and conditions shall affect your statutory rights, or the liability of Trueman Court Luxury Serviced Apartments for death or personal injury caused by negligence on behalf of Trueman Court Luxury Serviced Apartments or for fraudulent misrepresentation.

Trueman Court Luxury Serviced Apartments will not be liable for actions or omissions of property owners (where property is not fully owned by Trueman Court Luxury Apartments) or of any other third party.

For Corporate bookings:

If you are booking for, as or on behalf of a business or business employee, that business shall indemnify Trueman Court Luxury Serviced Apartments against all liabilities, costs, expenses, damages and losses (including any direct or indirect consequential losses, loss of profit, loss of reputation and all interest, penalties and legal and other reasonable professional costs and expenses) suffered or incurred by Trueman Court Luxury Serviced Apartments arising out of or in connection with your, or your business’, breach or negligent performance or non- performance of these terms and conditions. If you are booking for, as or on behalf of a business or business employee, Trueman Court Luxury Serviced Apartment’s total liability in contract, tort (including negligence or breach of statutory duty), misrepresentation, restitution or otherwise arising in connection with the performance or contemplated performance of your booking shall be limited to the fees paid to Trueman Court Luxury Serviced Apartments under your booking.

 

13. Insurance ​ We are not responsible for the theft and/or damage of your personal belongings during your stay in any apartment booked. Therefore, you are advised to ensure that you have appropriate insurances in place. In addition, you are advised to ensure you have appropriate travel insurance to cover cancellation and medical expenses. ​

 

14. General

Trueman Court Luxury Serviced Apartments reserves the right to change these conditions from time to time. Should guests be in breach of any of these conditions, Trueman Court Luxury Serviced Apartments reserves the right to request that guests vacate their apartment with immediate effect.

No failure of Trueman Court Luxury Serviced Apartments to exercise any rights under these terms and conditions shall operate as a waiver of these rights. These conditions shall be governed by and construed in accordance with the laws of England and the Courts of England shall have exclusive jurisdiction in relation to any claim, dispute or difference concerning these conditions and any matter arising from them.

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15. Privacy ​ Please note that by accessing and using our website you are accepting the practices described.

Trueman Court Luxury Serviced Apartments attribute high priority to your privacy. It follows a data protection policy and only that Information about you which is necessary is collected in order to process your booking. This information is not shared with outside parties except where it is necessary to process your booking. Whereas every effort is made to ensure information about you is accurate and secure Trueman Court Luxury Serviced Apartments offers no guarantee of the accuracy or security of such information over the internet. Your information is used by Trueman Court Luxury Serviced Apartments to improve its website, customer service and provide statistical data for Trueman Court Luxury Apartments marketing purposes. Cookies are used by this website but do not contain personal information. It is possible to disable cookies by altering the settings on your computer. ​

 

16. GDPR ​ We receive, collect and store any information you enter on our website or provide us in any other way. In addition, we collect the Internet protocol (IP) address used to connect your computer to the Internet; login; e-mail address; password; computer and connection information and purchase history. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information (including name, email, password, communications); payment details (including credit card information), comments, feedback, product reviews, recommendations, and personal profile. We collect such Non-personal and Personal Information for the following purposes: To provide and operate the Services; To provide our Users with ongoing customer assistance and technical support; To be able to contact our Visitors and Users with general or personalized service-related notices and promotional messages; To create aggregated statistical data and other aggregated and/or inferred Non-personal Information, which we or our business partners may use to provide and improve our respective services; To comply with any applicable laws and regulations. ​

We may contact you to notify you regarding your account, to troubleshoot problems with your account, to resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes we may contact you via email, telephone, text messages, and postal mail. We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it. If you would like to: access, correct, amend or delete any personal information we have about you, you are invited to contact us at info@truemancourt.co.uk ​ ​ ​

 

17. Guests with Disabilities ​ Our company operates in accordance with the Disability Discrimination Act 1995 and the Equality Act 2010 and, as such, we encourage all prospective guests to talk to us about any special accommodation requirements they may have. We will be pleased to discuss our most appropriate accommodation solutions with the aim of making all guests stay as comfortable as possible.

RoomRaccoon respects the privacy of its website visitors, in particular their rights regarding the automatic processing of personal data. We have therefore formulated and implemented a policy on complete transparency with our customers regarding the processing of personal data, its purpose(s) and the possibilities to exercise your legal rights in the best possible way.

If you require any additional information about the protection of personal data, please visit the website of the Dutch Data Protection Authority (Autoriteit Persoonsgegevens): https://autoriteitpersoonsgegevens.nl/nl.

Until you accept the use of cookies and other tracking devices, we will not place any non- anonymised analytical cookies and / or tracking cookies on your computer, mobile phone or tablet.

With the continued visit of this website, you accept these terms of use and you accept the use of cookies and other tracking systems, unless we have provided for another method of accepting cookies on our website.

The current available version of this privacy policy is the only version that applies while visiting our website until a new version replaces the current version.

Article 1 – Definitions 1. Website (hereinafter: "Website") RoomRaccoon. Booking engine used for Trueman Court, legal company name Trueman Court Management. 1. Party responsible for processing personal data (hereinafter: "the controller"): RoomRaccoon, established at Keizerstraat 15, 4811 HL Breda, The Netherlands, Chamber of Commerce number: 67848540 . Article 2 – Responsibilities 1. The controller is not liable for any failure, disturbances, difficulties or interruptions in the functioning of the website, causing the (temporary) inaccessibility of the website or of any of its functionalities. You, yourself, are responsible for the way you seek connection to our website. You need to take all appropriate steps to protect your equipment and data against hazards such as virus attacks on the Internet. Furthermore, you are responsible for which websites you visit and what information you seek. 2. The controller is not liable for any legal proceedings taken against you:  because of the use of the website or services accessible via the Internet  for violating the terms of this privacy policy 1. The controller is not liable for any damages that incur to you or third parties or your equipment, as a result of your connection to or use of the website and you will refrain from any subsequent (legal) action against the controller. 2. If the controller is involved in a dispute because of your (ab)use of this website, he is entitled to (re)claim all subsequent damages from you.

Article 3 – Collection of data

1. Your personal data will be collected by RoomRaccoon and (an) external processor(s) . 2. Personal data means any information relating to an identified or identifiable natural person (‘data subject’). 3. An identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person. 4. The personal data that are collected on the website are used mainly by the controller in order to maintain a (commercial) relationship with you and if applicable in order to process your orders. They are recorded in an (electronic) register.

Article 4 – Your rights regarding information 1. Pursuant to Article 13 paragraph 2 sub b GDPR each data subject has the right to information on and access to, and rectification, erasure and restriction of processing of his personal data, as well as the right to object to the processing and the right to data portability. 2. You can exercise these rights by contacting us at info@roomraccoon.com. 3. Each request must be accompanied by a copy of a valid ID, on which you put your signature and state the address where we can contact you. 4. Within one month of the submitted request, you will receive an answer from us. 5. Depending on the complexity and the number of the requests this period may be extended to two months. Article 5 – Data retention

The collected data are used and retained for the duration determined by law.

Article 6 – Applicable Law

These conditions are governed by Dutch law. The court in the district where the controller has its place of business has the sole jurisdiction if any dispute regarding these conditions may arise, save when a legal exception applies.

This privacy statement applies since Monday 11th of October, 2021, until further notice.