Tuscany Villas and Apartments

Buy Property in Italy

General Booking Information and Conditions

THE BOOKING INFORMATION AND CONDITIONS BELOW SHOULD BE READ IN CONJUNCTION WITH THE KEY FEATURES SECTION ON EACH PROPERTY'S DETAILED LISTING ON THE Tuscany Villas and Apartments web-site (to follow also the Letting Web-site), WHICH FORM PART OF THE OVERALL BOOKING CONDITIONS.

 

BOOKING INFORMATION

Important information about your holiday

The following information has been provided for your assistance and safety and we recommend that you read this information in conjunction with our Terms of Use.

Whether you're planning a short break or a longer holiday, you'll be looking forward to the experience.

Here are the answers to many of the questions that are asked - everything from when to arrive, to how to care for the property when you're there.

We've tried to cover the most common questions asked, however, please contact us if you have any further questions.

Arriving, parking and departing

When you have paid for your holiday, you will be sent details of arrival and departure times, how to locate the property, where to park and how to access the property. Where a property has a private parking space, this will be stated in the property description.

Gardens

Many properties have gardens or courtyards where you can enjoy peace and privacy. If you require an enclosed outdoor space suitable for children and pets, this will normally be stated in the property description, however, please check with us when you book. We do not recommend leaving children or pets unsupervised in the garden.

Sleeping arrangements, bed linen and towels

Property descriptions show the "ideal" number that a property will sleep, based on a maximum of one or two guests in a room. If a property also shows a higher capacity (shown by, for example, "4+2"), this means extra guests can be accommodated in additional sleeping arrangements (for example, extra beds in a bedroom or sofa beds).

We do not incentive the use of additional sleeping facilities other then ordinary bedrooms. Should you wish to obtain extra bedlinen and towels please make that request in writing on your booking request.

Under no circumstances may more than the maximum number of guests indicated occupy a property.

Bed linen and towels are provided at no extra charge at most properties, unless otherwise stated in the property's Section.

Where a travel cot is provided at a property, this will not include cot linen (or cot pillows, blankets or duvets).

Cleaning

All properties are cleaned between lets.

Normally, there is no extra charge for cleaning, unless significant additional cleaning is required after you leave, or you do not leave the property and its contents as you found them.

To assist the On-Site Manager/Landlord, we kindly ask that you tidy the property before you leave, in particular washing dishes or using the dishwasher and emptying all rubbish into bin bags provided.

Unless specifically stated in the property's Section, there will be no additional cleans, or linen and towel changes during your stay, however, it will usually be possible to arrange these with us (or with the On-Site Manager for the property).

Security deposit

The On-Site Manager/Landlord will ask for a cash deposit on arrival/check-in.

The deposit is normally 200 (either Euros or Pounds) in cash upon the handling of it will be issued a written receipt.

The deposit is designed to cover the cost of damages that might occur to the properties or to items inside (or outside) the property.

At Check-out, once the property check will be completed, the deposit will be returned to you by the On-Site Manager. Please have at hand the receipt that will have to be returned.

Breakages and damage

We accept and understand that accidents do happen, which can result in breakages or damage to the property or equipment within the property, however, we ask that you report any such accident, or any missing items, to ourselves, or the On-Site Manager/Landlord of your property as soon as possible.

The On-Site Manager/Landlords are entitled to charge you for the actual costs of any breakage or damage in or to the property, or the cost of replacing missing items, along with any additional costs that may result, however, they will be practical about the application of this rule and consider each incident on a case by case basis.

Where towels and bed linen are provided (see also Sleeping Arrangements, Bed linen and Towels section), this is for your convenience and comfort and we ask that you take special care when using them, so as not to damage or permanently stain them.

The use of self-tanning lotion/fake tan is a particularly common example of something that causes permanent stains.

Please do not remove anything from the property. If you take something away by accident, you must notify us or the On-Site Manager/Landlord immediately, preferably in writing/via-email, and return rapidly the item to the property at your own expense.

Minor incidents

Our On-Site Managers/Landlords work hard to ensure that everything is in good order at a property before your stay, however, it is possible that there may be minor incidents during your stay (for example, a light bulb failing or a fuse blowing).

We ask for a degree of cooperation and application of common sense from you in order to resolve any issues that do occur during your stay (for example, replacing a broken light bulb with one of the spares).

We and/or the Owner will work with you to try and resolve any issues that occur during your stay, however, neither we nor the On-Site Manager/Landlord can guarantee that we can do so in good time and neither we nor the Owner can be held liable for any perceived or actual loss resulting in this failure.

Fuel and utilities

In most properties, there is no additional charge for normal consumption of electricity, gas, heating, water or other fuels, including logs for open fires. Where charges are made, this will be detailed in the property's Section and/or will be due to abnormal consumptions (please see also IT and Other Appliances section).

In the event of a partial, intermittent, or major failure in the supply of a public utility, please report the issue to the On-Site Manager, as soon as possible such that they can report the problem to the appropriate supply company and attempt to seek a quick resolution.

However, the supply of such public utilities is beyond the control of both us and the On-Site Manager/Landlord and even after the issue is reported to the appropriate supply company, a resolution may not be possible in a timely fashion.

These unfortunate events are classified as Force Majeure in this contract and are not subject to compensation and therefore adequate travel insurance is highly recommended.

IT and other appliances

Properties are equipped as stated in the Property Section.

Please note that when a TV is installed inside the property, it might receive local terrestrial channels and therefore Italian channels.

Additional channels may (or may not) be available where satellite, free-view or cable television is listed in the Property Section.

Most properties have free wireless internet access.This will be stated in the property's Section.

All properties (unless stated otherwise in the Property Section) have a cooker and a fridge.

All Properties have heating and some of them have a cooling system, which require a certain responsibility when using it. For example when leaving the property please turn-down (or off) the thermostat (or turn-off the system) in order to avoid waste of energy.

Please use the same attention with electrical appliances, checking before leaving the property that all the electrical appliances are off.

Normally our property do not require additional costs for consumption at the end of your stay but we have weekly consumption limits that are not exceeded with normal diligence. Should these limits be exceeded (abnormal consumptions), costs will be charged accordingly.

Swimming pools

If and when heated swimming pools are present on the projects, please be aware that they are managed (and heated) in accordance with the property companies' (and/or property managers') policies.

For example normally they are not heated when the temperature exceeds a certain level and in the months of July and August.

During the other months - when the swimming pools are actually open (like June and September) - normally the heating of the pools is subject to the guest's request and it relies on weather conditions.

If the weather permits it - upon guests' request (please insert a note in your reservation when you finalise your booking) - they will be heated up to around 24 degrees (depending on external temperature). Normally they are not heated in July and August.

Since heating systems are normally capable to raise the temperature of the water a few degrees up, they require a suitable external temperature to be effective.

We strongly suggest that - should this be a main aspect for you - you obtain a written confirmation on the specific details before confirming your booking.

Pets

Pets are not allowed unless stated on the Letting Web-site (please see also the Letting Web-site Terms of Use). If you take a pet with you, it is not allowed on beds or furniture. Do not leave any pets unattended in the property. You are responsible for the safety of your pets and for ensuring that your pets do not cause damage to any furniture, fixtures, fittings or structures within the boundaries of the property. The On-Site Manager/Landlord is entitled to recover the actual costs of any breakage or damage in or to the property, along with any extra costs that may result, which are caused by your pets. Registered guide and support dogs belonging to those with sight and hearing difficulties are allowed in all properties even if the property description says that pets are not allowed. If you or any member of the party has an allergy, we cannot guarantee that a registered guide or support dog has not stayed in your chosen property nor can we accept any legal responsibility for any suffering as a result of animals having been there.

Many of our properties welcome pets for a small additional charge (please see our Optional Services and Concierge Services section), to cover additional cleaning costs. Look out for the pets welcome symbol, or use the online search facility on our the Property Section.

If you are taking your pet on holiday, we ask you to respect these few simple, common sense requests:

  • Please keep your pets off the furniture;
  • Please exercise your pets outside the garden;
  • Please remove pet hairs from carpets before you leave;
  • Please don't leave your pets unattended in the property or garden;
  • Please clean up any residual mess, including in the garden;
  • Please do not allow pets upstairs or in the bedrooms.

 

Where pets are not permitted at a property, this is clearly stated in the property description, however, registered guide and support dogs belonging to those with visual and hearing impairments are allowed in all our properties, even where the property description states that pets are not allowed.

Customers with allergies should be aware that we cannot guarantee that a registered guide and/or support dog has not stayed in their chosen property, nor can we accept liability for any suffering which may occur as a result of such animals having been present.

Special requirements

We'll do everything we can to help those in your party with special requirements, by suggesting properties that are especially suitable - just let us have all relevant information at the time of booking.

Many of our properties have cots and high chairs, but please note these properties may not necessarily offer other infant equipment. Please check with us when booking.

If any guests in your party require easy walking or wheelchair access, please contact us and we will be happy to help you to choose a suitable property.

Gas appliances

Normally our properties do not offer gas appliances. Some of them do, in these cases, as you would at home, please ensure that gas cookers and fires are turned off after use and, in particular, check this before you go to bed. When a gas fire is on, children should be supervised at all times.

Should you feel anything strange please report it immediately to the On-Site Manager.

Optional management Services and Local Concierge Services

In accordance with the Realitalia vision, normally the properties advertised on the Letting Web-site offer an On-Site Manager who will be your local contact when in Italy and can manage a number of optional Services you may wish to obtain when on holiday.

Those services can be for example:

  • Shopping basket at your arrival;
  • Romantic evening dinner at home organized by a local restaurant;
  • Additional cleaning of your property, laundry and pressing. For example it is available to you the option to get daily cleaning, normally 1 hour per day for a one bedroom;
  • Local assistance for the organization of cosmetics, coiffure, or massage appointments, local tourist site seeing, regional event ticketing, travel assistance with airlines, car rental and also baby sitting services, Italian language lessons;
  • Management of extra administration services, such as translations.

 

Generally speaking those Optional Services should be requested and agree at the time of booking, even though they can be discussed and booked also with the On-Site Manager/Landlord.

In this latter case you assume the risk that these Services may not be supplies due to the short notice.

Should you feel these Optional Services can be important to you write to us sooner than later.

Those services are rendered by third companies/people, other than the Letting Web-site. These companies/people adopt their own terms and conditions to supply these Optional Services. Please investigate these terms and conditions accurately and make sure you are fully satisfied with them.

The Letting Web-site does not accept any responsibility with those services, nor any liability for the information or claims made by these suppliers (please see also Links to Other Web-site and Banner Adverts on the Web-site Terms of use).

Caring for your safety

Although we do not own any of the properties shown on The Letting Web-site, we do our best to ensure that owners take the safety and wellbeing of all our guests very seriously and that their properties are well maintained for your comfort and safety. Nevertheless, please remember that when you stay in unfamiliar surroundings, you should take extra care of yourself and your family, in particular:

Check the layout of your holiday property so that in an emergency you can get out quickly and easily;

If the property has open fires or wood burning stoves, make sure you use the fireguard, keep children and pets under close supervision and ensure that the fire is safely out before you go to bed;

If you are unsure of how to use any electrical appliances, please ask the On-Site Manager;

If your property has night storage heaters, these must never be covered;

Take special care when moving around the property at night;

If cots or highchairs are damaged or deficient in any way, please let us know;

Look out for glass patio doors or glazed interior doors;

Keep young children off balconies;

If there is a garden pond or other water feature (as for example the swimming pools), please ensure that children or anyone at risk cannot access it. In particular when using the swimming pools children or kids (or anyone else who may be unfamiliar with water) should be supervised at all time, since normally swimming pools at the properties - being private - are unguarded.

Look for any steep drops or steps in the garden and if there are garden sheds or outbuildings, ensure that children or anyone at risk cannot get into them;

Equipment in children's playgrounds should be safe and in good condition. The surface of the play area should be soft, ie: sand, soft earth or wood chippings. You should satisfy yourself that the equipment is safe and in good condition before use. Children should be supervised by a responsible adult at all times.

All activities during your holiday are undertaken at your own risk.

If you have any concerns about the safety of your holiday property, then please tell us, the On-Site Manager/Landlord or the housekeeper immediately.

We want you to have a safe and happy holiday - a few minutes taking some simple precautions could make the difference between a holiday enjoyed and a holiday spoiled.

Customer satisfaction

We are committed to providing quality holidays and we are always keen to get feedback from our guests (preferably in writing), as your comments and suggestions provide valuable information on how we can further improve our services.

We work very hard with our property On-Site Manager/Landlords to ensure that you will have an enjoyable holiday, however, in the unlikely event that you are dissatisfied with your accommodation, then it is very important that you register this straight away with us, the owner or the housekeeper and do not wait until you return home, when the chance of actively helping you has passed. Even if you think nothing could be done to make your situation better, you must say something while you are on holiday. Please see also our Terms of Use and Booking Conditions for further information.

BOOKING CONDITIONS

WE STRONGLY ADVISE THAT YOU TAKE OUT ADEQUATE TRAVEL INSURANCE TO COVER YOUR STAY WITH US. AS WITH ANY HOLIDAY, ACCESS AND AVAILABILITY CAN BE AFFECTED BY UNFORESEEN CIRCUMSTANCES, SUCH AS ILLNESS, ADVERSE WEATHER OR ACCIDENTS.

In these booking conditions, 'you' and 'your' means all guests in your party. 'We', 'us' and 'our' means Tuscany Villas and Apartments web-site (also The Letting Web-site).

Before booking through us, please read these conditions carefully, along with all the other information relevant to your booking, including any specific conditions or restrictions set out in the website description of your chosen property or properties. In particular, the specific information provided on the website Property section of each property forms part of these booking conditions.

The Letting Web-site is a advertising platform (see also our Terms of Use).

For this reason when you book a property on the Letting Web-site you are actually entering into a contract with the Landlord of the property.

We accept no legal responsibility for any contract you enter into for accommodation or for the acts or neglect of any Owner or other person connected with your booking.

When you accept the booking, you are deemed to have accepted these terms and conditions.

Making your booking

All bookings depend on the property being available.

You as the person in charge of the party (the party leader) must be at least 18 years old at the time of booking. All other members of the party must authorize you to make the booking on the basis of these conditions. By making the booking, you confirm that you are authorized to make the booking and that all other members of the party agree that the booking will be governed by these conditions. You are responsible for making all payments due to us and to the On-Site Manager/Landlord of the property.

As long as the property is available and we have received any relevant payments, we will give you written confirmation as soon as reasonably possible. Your binding contract with the Owner will begin when we issue the written confirmation. For bookings made within 14 days of the departure date, you will have a binding contract with the Landlord when we give verbal confirmation of your booking to you and you have made the appropriate payments to us and or to the Owner of the property.

We will give you written confirmation, typically by email. It is your responsibility to check your emails regularly and to let us know about any change to your email address.

The On-Site Manager/Landlord - through us - have the right to refuse any booking before we send you your written confirmation. If we are asked to do this, we will tell you in writing and promptly refund any money that you have paid to us. In this case, neither we nor the Owner will have any legal responsibility to you.

As soon as you receive your confirmation, you must check the details carefully. If anything is not correct, you should tell us immediately.

There might be reasons out of the control of the On-Site Manager/Landlord (and of course out of our control) that make impossible to make available that particular property for that particular period of time you originally booked.

In these unlike events - if possible - will be proposed to you an accommodation capable to host a similar number of guests. Should this be impossible to the Owner of the property, the entire sum will be refunded to you, without nevertheless that any additional cost will be accepted by us or by the Landlord (please see also our Terms of Use).

Payment

To finalize a valid booking you shall pay the deposit amount due by either bank transfer, debit or credit card - subject to bank fees - within 72 hours from the written confirmation of the provisional booking.

If deposit is not received within 72 hours from the provisional booking, normally it will be cancelled and the property will became again fully available.

Payments are normally accepted in Euro.

The balance of the money owed on that particular booking shall be received either by us or by the Owner no less than 12 weeks before your arrival date at the property.

If you book less than 12 weeks before your arrival date, we/the Landlord must receive full payment of the total cost when you make the booking.

Please note that may be impossible to finalise the payment of the balance by credit card. In this event payment shall be finalised by you by international bank transfer.

If you do not pay the outstanding sum due in relation to your booking by the appropriate date, we will write to you normally by e-mail with a reminder with the suitable payment details. If we do not receive payment within one week from that reminder, we will cancel your booking. In this case, we will be entitled to keep all deposits paid or due at that date and pay them to the Landlord. We will also be entitled to re-let the property.

If you pay by credit card, there will be a charge for each payment made this way, to cover costs and charges we have to pay in connection with credit card payments. These fees will be shown by the on-line booking system accordingly.

Pricing

Prices may vary until your booking is confirmed. As changes and mistakes can happen, you must check all details at the time of booking.

Unless stated otherwise, all prices are for the property and are not on a per person basis, nevertheless in no circumstances you can occupy the property with a higher number of people than indicated in the Property Section. In that case the On-Site Manager/Landlord can apply additional charges, cancel the booking or assume other appropriate initiatives.

Marketing details

We aim to make sure that information is presented accurately on our website and in other promotional literature or material we produce and provide, however, changes and errors occasionally occur. You must therefore ensure you check all property details and arrangements, including the price, with us at the time of booking.

There may be small differences between the actual property and its description, usually because On-Site Manager/Landlords are always seeking to improve services and facilities. Occasionally, problems mean that some facilities or services become unavailable or subject to restriction. If this happens, we will tell you as soon as reasonably practical after we become aware of the situation. Please remember that Owners provide us for with the information about the properties.

We cannot accept responsibility for any changes or closures to local services or attractions mentioned on our website, by our holiday advisers or advertised elsewhere. We make reasonable efforts to ensure that information supplied to you in relation to the property and its facilities or services, as well as advertised travel and other services, is accurate and complete as at the date given.

We cannot accept responsibility for any inaccurate, incomplete or misleading information about any property or its facilities and services, unless this was caused by our negligence (please see also out Terms of Use).

Changes or cancellations by you

If you want to change any detail of your confirmed booking, we will do our best to make the changes, however, we cannot guarantee that the On-Site Manager/Landlord concerned will be able to meet your request. Where changes can be made an administration fee may be payable to us and there may be additional fees payable to the Owner – any fees will be notified to you prior to making changes to your booking.

If for any reason the booking cannot be modified, and you decide you does not want to proceed in accordance with the originally booking, the following charges will apply. Please note that your cancellation shall be acknowledge in writing from us.

For the purpose of the table below, booking cost means the total cost of the booking, including any extra items, booking fees, credit card charges and administration fees paid for making any change:

No refund for cancellations 4 weeks or later before arrival date;
50% refund for cancellation 12 to 4 weeks before arrival date.

The conditions for getting a refund referred to above only apply if the cancellation applies to all members of your party. All prices are for the whole property and not on a per person basis.

For the avoidance of doubt, the cancellation rights under the The Consumer Protection (Distance Selling) Regulations 2000 do not apply to holiday accommodation.

The property, check-in and check-out times, the cash deposit

Check-in/arrival is normally Saturday between 16.00 and 18.00:
Most of the properties are keyless, so you will be given a code to enter your property. Please keep it private.

Should you have special requirements, or particular times of arrival please have a look to the Optional Services section or write it to us as soon as possible. Charges may apply for check-in (or check-out) out of the normal times.

If you fail to arrive by 12 noon on the day AFTER the start date of your rental period and you do not let us or the person whose details are on the location details know you are arriving late, we may treat your booking as having been cancelled by you. In this situation, we will not refund any money you have paid, and we will try to re-let the property.

Upon your arrival you will be asked by the On-Site Manager for a 200 (either Euros or Pounds) cash deposit, (see also our Terms of Use). The On-site Manage will issue a receipt for this deposit, you will have to return this receipt once the deposit will be handled back to you at check-out.

Normally the On-Site Manager will refund the cash deposit at the end of your rental period (less any costs for breakages, damage and so on, if it applies).

Check-out/departure is normally Saturday at 10.00 AM

You and all members of your party agree to keep the property clean and tidy, to leave the property in a similar condition as you found it when you arrived and to behave in a way at all times whilst at the property that does not break any law. You and all members of your party also agree not to use the property for any illegal or commercial purpose, including subletting it or otherwise allowing anyone to stay in it who we have not previously accepted by the On-Site Manager/Landlord in accordance with the information displayed in the Property Section.

You are responsible to the Owner for the actual costs of any missing items, breakage or damage in or to the property, along with any extra costs that may result, which are caused by you or any members of your party. The On-Site Manager/Landlord can ask for an extra payment from you to cover any related costs.

The owner and/or the On-Site Manager can refuse to allow you into the property or ask you to leave if they reasonably believe that you or any member of your party is behaving illegally, or that any damage is likely to be caused, has been caused or is being caused by the behavior of you or any members or your party. We will treat these circumstances as a cancellation by you.

You must not allow more people than the Letting Web-site states to stay in the property. If you do, the On-Site Manager/Landlord can refuse to hand over the property to you, or can repossess it. If the Owner does this, we will treat this as you canceling the booking. In these situations you will not receive a refund of any money you have paid for your booking and neither we nor the On-Site Manager/Landlord will be legally responsible to you as a result of this situation (including, for example, any costs or expenses you have to pay due to not being able to stay in the property, such as the cost of finding other accommodation). Neither we nor the Landlord are under any obligation to find any alternative accommodation for you.

You must allow the On-Site Manager/Landlord (including workmen) access to the property at any reasonable time during your stay. In an emergency or if a problem needs sorting out quickly the On-Site Manager/Landlord might have to enter the property witout being able to contact you; in these situations, the owner/the On-Site Manager can enter the property at any time without giving you notice.

If you make a formal request for the On-Site Manager/Landlord to call out a trade person to investigate or rectify a perceived problem and it transpires that there was no actual problem or that the problem was caused by you, then you will be liable for the cost of the trade person's visit.

You are responsible for all key sets in your possession for the duration of your booking. If you lose a key set, the On-Site Manager/Landlord is entitled to charge you the cost of replacing those keys.

Where the property contains a telephone for guest use, the On-Site Manager/Landlord has the right to claim reimbursement from you if there is a material difference between the cost of any telephone calls made during your stay and any contribution you make towards these calls.

Disabilities and medical problems

If you or any member of your party has any medical problem or disability that may affect your booking, please tell us before you confirm your booking and give us full details in writing as early as possible before you travel. If the On-Site Manager/Landlord reasonably feels unable to properly meet that person's particular needs, they can refuse or cancel the reservation.

Special requests

If you have any special requests, you must let us know when you make a booking and confirm them in writing. Although we will try to pass any reasonable requests on to the Owner/On-Site Manager, we cannot guarantee that any request will be met. Confirmation that we have noted a special request or passed it to the On-Site Manager/Landlord, or of the fact it is shown on any written confirmation or any other document, is not confirmation that the request will be met. If we or the Owner/On-Site Manager fail to meet any special request, it will not mean we or they have broken your contract.

Circumstances beyond the control of the Landlord (Force Majeure)

Except where otherwise expressly stated in these Booking Conditions (and in the Terms of Use), neither we nor the Owner shall be liable, either jointly or individually, for any changes, cancellations, effect on your holiday, loss or damage suffered by you or for any failure by us to perform our obligations to you which is due to any event(s) or circumstance(s) beyond our reasonable control ("Force Majeure").

Force majeure events may include, but not be limited to the failure of public utilities (this includes both intermittent and total failure) such as water, gas and electricity, strike, lock-out or labour dispute; natural disaster; epidemics; acts of terrorism, war, riot or civil commotion; malicious damage; keeping to any law or governmental order, rule, regulation or direction; accident; breakdown of equipment or machinery; insolvency or bankruptcy of an On-Site Manager/Landlord; fire, flood, snow or storm; difficulty or increased cost in getting workers, goods or transport; and other circumstances affecting the supply of goods or services.

In such circumstances no refund, compensation, expenses, costs or other sums of any description (including without limitation the cost of securing an alternative property/accommodation) will be payable by us.

We strongly recommend that you take out adequate travel insurance to mitigate this risk to you and to protect your holiday investment.

Major changes or cancellations by us or the Owner

Neither we nor the Landlord expect to have to make any changes to your booking, however, sometimes problems happen and bookings have to be changed or cancelled or mistakes in brochures or other details corrected. The On-Site Manager/Landlord has the right to do this. If they do, we, on their behalf, will contact you (by phone if reasonably possible in the case of a significant change or cancellation – we will let you know about minor changes by e-mail or post) as soon as is reasonably practical. We will explain what has happened and let you know about the cancellation or change. You should tell us as soon as is reasonably practical whether you wish to accept any change or wish to cancel the booking. In the unlikely event that you fail to tell us that you wish to accept any change, we are entitled to assume that you wish to cancel your booking. In the event of a cancellation or a significant change that is not acceptable to you, we will immediately refund all monies paid to us.

If we have to cancel your booking, neither we nor the On-Site Manager/Landlord shall be liable, jointly or individually, for any other changes, cancellations, costs, expenses, effect on your holiday, loss or damage suffered by you or for any failure by us to perform or properly or promptly perform any of our obligations to you.

Owner's terms and conditions

In some cases On-Site Manager/Landlord may provide services in line with their own terms and conditions. Some of these terms and conditions may limit or exclude what they are legally responsible to you for. We may send any relevant terms to you on their behalf.

General liability

As stated above and in our Terms of Use The Letting Web-site is an advertising platform, for this reason we cannot accept any liability for any act or neglect on their part or of anyone representing or employed by them. We cannot accept any liability for any problems or faults with or in any property as all properties are controlled by the Owners of the properties advertised on the Letting Web-site.

If you have any complaints about any services we provide (as opposed to any provided by the On-Site Manager/Landlord), you must let us know immediately in writing and in any event within seven days of the end of any holiday booked through us.

We regret we cannot accept any legal responsibility if you do not let us know.

We will not pay more than the booking price paid by you, plus any connected expenses you cannot recover from elsewhere, if we are found to be at fault in relation to any service we provide (as opposed to any service provided by the Owner, for whom we are not responsible).

We do not exclude or limit what we will be legally responsible for if death or personal injury is caused as a result of our negligence or that of our employees, or for any criminal act we may commit.

Neither we nor the On-Site Manager/Landlord can be held responsible for noise or disturbance which comes from beyond the boundaries of the property or which is beyond the Owner's control.

We cannot be held responsible for the breakdown of mechanical equipment such as pumps, boilers or swimming pool filtration systems, nor for the failure of public utilities such as water, gas and electricity.

Complaints

If you want to complain, we - as long ad the Letting Web-site is concerned - will want to take action to sort out your complaint as soon as possible.

Because the contract for your accommodation is between you and the On-Site Manager/Landlord, you should initially put any queries or concerns to them or their representative. It is essential that contact is made immediately if any problem arises so that it can be sorted out as quickly as possible.

If you discuss the problem with the Owner or their representative during your stay at the property, it can usually be sorted out straightaway.

In particular, complaints which would only be temporary (for example, complaints on how the property has been prepared or the heating set) cannot be investigated unless registered during your stay.

If you cannot contact the On-Site Manager/Landlord or their representative, or if you are not happy with their response, you should immediately contact us using the contact details on our website. If, after this, you feel that the problem has not been dealt with to your satisfaction, you must, within 30 days of returning from your stay, put your complaint in writing to us. We will then pass this on to the Owner and or the On-Site Manager.

Please help us and the On-Site Manager/Landlord to help you by following this procedure. If you fail to do so, this may affect your entitlement to claim compensation if this would be appropriate.

Communicating with you

In order to process your booking we will need to collect and process personal information. For more detailed information about how we use personal information please see our Privacy Policy which can be found on our website.

We would like to send you information about products and services that we think will be of interest to you. We may do this by post, telephone, SMS or email. If you would rather that we did not do this, please tell us when you book, or you can indicate your preference as part of our online booking process.

Governing law

Any dispute, claim or other matter which may arise in relation to your booking will be governed by English law and you must agree that any dispute will be dealt with by the courts of England and Wales.

The prices and booking conditions on the website supersede all those previously published and they may be updated, changed or varied subsequently.

Privacy Statement

Tuscany Villas and Apartments letting web-site (to follow also the Letting Web-site)

The Letting Web-site is committed to protecting your privacy and maintaining the security of any personal information received from you.

We strictly adhere to the requirements of the data protection legislation in the UK. The purpose of this statement is to explain to you what personal information we collect and how we may use it.

When you contact us to make an enquiry, or you complete an enquiry form for one of our properties on marketing portals such as (but not limited to) TripAdvisor, Holiday Lettings, Holiday Rentals or Owners Direct, then you are agreeing to provide us with your name, address and email address.

We use your email address, unless you have contacted us to say otherwise, to send you our newsletters, details of new properties, offers or late deals. Any such email communication will always have the option for you to unsubscribe and be removed from our mailing list.

We take it very seriously so if you will write you wish to be removed from our mailing list, we will use extra care to do so immediately.

We do not sell your personal information but we may exchange your personal information with carefully selected partners.

We follow strict security procedures in the storage and disclosure of information which you have given us, to prevent unauthorized access in accordance with the UK data protection legislation.

If you have any questions about privacy please contact us at:
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Cumbria Web Designer at Think Graphics