"Booking" means a booking for a stay at a Youth Hostel or other facility made available to book via YHA’s channels and includes accommodation, meals and any additional product or service (including those provided by a 3rd Party) purchased from YHA;
"Contract" means the agreement between us and you to fulfil a Booking or purchase a Product;
"We, Us, Our or YHA" means the YHA (England and Wales).
"Customer" means any customer who makes or is making a Booking with YHA or purchases a Product from YHA and references to 'you' and 'your' shall have the same meaning;
"Group" means an organised, official group formed with a constitution and/or memorandum and articles and as explained in further detail in clause 5;
"No-Show" means a guest who does not arrive and gives no notice or indication of such intent;
"Writing" means letter, fax or email;
"Hostel" or "Youth Hostel" means a youth hostel run by YHA or an independent owner Affiliated to YHA.
“Exclusive Hire” refers to Hostels hired for exclusive use via YHA’s exclusive hire website or Contact Centre.
“Sole use” refers to the sole-use of any hostel, wing, section or grounds of a given YHA property.
“Meeting Room” refers to a meeting room booked independently or as part of a residential booking.
“Third Party Services” refers to services not provided by YHA such as tickets for shows and attractions.
“Extra Services” means early check in, late check out, dog supplement, or meal options chosen before booking is complete when booking a Hostel on ‘Exclusive Hire’.
“Room Supplement” means an additional charge for specific room requests.
1.2 These conditions and any matters referred to by us, form the entire understanding between you and us and supersede any prior promises, representations (unless fraudulent) or undertakings.
1.3 Any omission or error in any sales literature, web page or site, order form, quotation, price list, order acknowledgement, dispatch note, invoice or other document issued by us may be corrected by us without liability. We will advise you of any changes at the time of making a Booking or purchasing a Product or as soon as is reasonably possible thereafter.
1.4 The provisions of the Contracts (Rights of Third Parties) Act 1999 are expressly excluded from the Contract so that no third party may claim any rights under any Contract.
1.5 Different types of membership are available to suit all our Customers, click here to reach our membership home page or call 01629 592700 or 0800 0191 700 for a full list. Membership is subject to a 14-day cooling off period after which time it is non-refundable. You do not need to be a member to stay with YHA, however becoming a member gives you discounted rates when booking directly with YHA.
2. Making a Booking
2.1 All Bookings are subject to acceptance by us and we will confirm such acceptance to you by sending you an e-mail that confirms that the booking has been successful. The Contract between us will only be formed when we send you this confirmation. If you have made multiple orders, the Contract will only relate to the order or part of the order which has been confirmed as successful. All Bookings are subject to availability and YHA reserves the right to decline any booking at its discretion. Upon receipt of this confirmation it is the responsibility of the customer to check all details confirmed are correct in terms of the customer’s requirements. If a customer considers there is an error, this must be brought to the attention of YHA within 14 days of receipt of the confirmation otherwise the contract will be considered to stand as per the terms outlined in this confirmation.
2.2 Bookings can only be discussed and amended by the customer who has made the booking and whose details are held on record by YHA.
2.3 Bookings to stay at a Youth Hostel may be confirmed through our website at www.yha.org.uk, by telephoning the YHA Contact Centre or by telephoning the hostel direct.
2.4 Discounted rates for members are only available by booking directly with YHA (England and Wales). If you book at a member price, you will be required to provide proof of membership or purchase the relevant membership upon arrival (see clause 1.5). If you do not hold or buy membership, you will be required to pay the published overnight rate as at the time of your booking.
2.5 By making a Booking or purchasing a Product you warrant that you are legally capable of entering into a binding contract and that the information you have provided to us is correct. All Bookings and purchases made by telephone, web or other forms of distance communication are made subject to these terms and conditions and the person placing the Booking warrants that he/she has the full authority to do so on behalf of all the persons they are making a Booking for, and confirms that all such persons are aware of and accept these conditions.
2.6 When booking meals, YHA endeavours to meet a range of dietary requests, whether arising from a medical requirement, religious commitment or as a matter of personal preference. All YHA asks is that at least two weeks in advance of your stay, any such requests are made known. We recommend that meal options are discussed at the time of booking as it may not always be possible to accommodate late dietary requests. YHA reserves the right to pass any additional costs incurred for specialist meal provision on to the group however the YHA will mitigate these costs if at all possible.
2.7 To ensure that YHA provide safe and suitable accommodation for everyone, children under the age of 16 must be accompanied by a person who is 18 or older. Children between 11 and 16 can stay in public dorms if accompanied by an adult, who they checked in with. Children under 11 are not permitted to stay in public dormitory accommodation and should be booked into a private room. Children who are 16 or over may stay in any accommodation within the YHA. Groups of guests of mixed genders, who wish to stay in the same room, must book private accommodation.
2.8 The maximum length of stay at one location for all bookings is 14 days. Following any period of stay, greater than 14 nights, guests may not return to the same hostel for at least 7 nights. Guests are not permitted to book consecutive stays in different hostels if the total of such stays exceeds 28 days. In such circumstances guests may not then return to stay at any hostel unless 7 nights has passed since the last visit. YHA exists to create opportunities for all for education, recreation and exploration. We are not authorised to, and therefore we do not, provide semi-permanent housing. YHA cannot be used as a primary place of residence. Unless agreed otherwise in writing, this clause applies across multiple hostels.
3. Valid ID Required
3.1 We work hard to create a safe and welcoming atmosphere for all of our guests. To assist with this you will be asked to provide valid ID on arrival at your chosen hostel. The ID must match the name and address on the Booking.
3.2 We reserve the right to ask for ID from any guest on check in. We reserve the right to refuse accommodation at our discretion.
3.3 Where a booking is for more than 1 person the named person on the booking will need to provide proof of identify that matches the name and address on the booking. ID will also be requested from all other adults in the booking, which must match the name they sign in with.
3.4 Any of the following is accepted by YHA as an appropriate form of ID:-
- Current Passport - This is Mandatory for Non UK residents, unless they have a Recognised or National Identity Card if the guest is from within the European Union.
- Services ID - Fire, Police or NHS or Armed Forces
- A valid photographic driver's licence, not older than 10 years old
- A Student Identity Card, from a UK university with a current admissions date
- Bus Pass
- A Bank Card when accompanied by another card that has the individuals name embossed on it, or accompanied with a recent utility bill with a matching name and address to the booking.
4.1 Payments shall be made in such format as we may agree with you when you place an order.
4.2 In order for us to confirm your Booking you must pay us the appropriate sum as set out in the terms below:
4.2.1 For Bookings made via the YHA Contact Centre, YHA Website or at a Youth Hostel, full payment is required at the point of Booking;
4.2.2 Group Bookings made more than 12 weeks (84 days) in advance of arrival date. A provisional booking can be held for up to a maximum of 21 days without payment. To confirm a booking an initial deposit of 20% of the total booking value is required. Your first deposit payment will confirm acceptance of the group booking terms and conditions stated in this document. Full balance is due 8 weeks (56 days) before arrival.
4.2.3 Group Bookings made within 12 weeks (84 days) of arrival date. A provisional booking can be held for up to a maximum of 7 days without payment. The total booking value should be paid at least 8 weeks (56 days) before arrival.
4.2.4 YHA will require you to confirm final group numbers no later than 8 weeks (56 days) prior to arrival.
4.3 YHA will, where applicable, send you an invoice for all payments at least two weeks (14 days) before the payment due date, based on the latest guest numbers provided. If payment is overdue at any stage, YHA reserves the right to remove any free leader places, discounts or eligibility for exclusive hostel usage or cancel your booking.
4.4 If any payment under these terms and conditions is overdue, then without prejudice to our other rights and remedies we may cancel your Booking and/or we may suspend the supply and/or deliveries of any other services being provided to you by YHA.
4.5 Room Supplements: At most of our Hostels we have a number of rooms that are ideally suited for group bookings. If you wish to book specific room types, we will offer you the closest matching room option but will normally charge an additional Room Supplement.
5. Group Bookings
5.1 Groups are defined as being an organised official group having a constitution or memorandum and articles and comprising of 16 or more people. When booking through the YHA Contact Centre or direct with the hostel such Groups are entitled to hold Group membership. These 'Groups' are subject to the standard group terms and conditions and also any overnight discounts applicable to the relevant demographic of the Group. If a Group of less than 16 people book through the Contact Centre or the website they will be subject to non-Group Family and Individual terms and conditions and will have to make full payment at the time of booking.
5.2 Group booking will have a nominated group leader, who is responsible for making and overseeing the booking, including financial and legal responsibility.
5.3 Group leaders accompanying the Group are responsible for the safeguarding, discipline and behaviour of their Group. Group leaders are responsible for all damage caused by their action or inaction, or the actions or inactions of those in their Group.
5.4 People travelling as an informal group with friends or family are not entitled to Group membership and should purchase the appropriate memberships through the methods set out in clause 1.5.
5.5 Groups shall not offer for sale to the general public (or publicly advertise the sale of) Youth Hostel facilities or services without the prior written agreement of YHA.
5.6 Sole use of the hostel may be offered but will be subject to explicit agreement at the time of booking. Unless specifically highlighted in the confirmation, such guests will not be entitled to, nor should they expect sole-use of any hostel, wing, section or grounds of a given property. In the case of booking a hostel on a sole-usage basis, customers may be asked to pay for a minimum number of beds or be charged an additional supplement. These conditions will be agreed and confirmed at the time of the initial booking; sole-usage will not be guaranteed should the number of paying guests reduce below the agreed minimum number at a later date. If sole use is released, any sole use supplements or surcharges are subject to cancellation fees set out in Clause 7.4
6. If you change your Booking
6.1 Changes requested from the date your Booking is confirmed with payment will be treated as cancellations (see clause 7 below).
6.2 Any individual hostel may be cancelled without affecting the whole itinerary subject to clause 7.
6.3 Changes to numbers of nights or hostels booked shall be treated as a cancellation and shall be subject to our standard cancellation policy (see clause 7.4), subject to the exception in clause 6.4.
6.4 Changes to Numbers: A Group Booking can decrease in total guest overnights by up to 15% up to 8 weeks (56 days) before arrival without incurring a cancellation fee. Thereafter any additional decreases in total guest overnights will be considered a cancellation and the cancellation charges will apply. Cancellation charges will be calculated on total booking cost including additional services or supplements (see clause 7.4).
6.5 Change in board basis: A Group Booking can change board basis (e.g. Full Board to Bed & Breakfast) up to 4 weeks (28 days) prior to arrival without penalty. Any changes to a reservation taking place less than 4 weeks (27 days) prior to arrival will result in cancellation charges (see clause 7.4).
6.6 Cancellation of Activities: If a Group wish to cancel an Activity Package which has been booked in advance (but want to continue with the accommodation element of their booking) cancellation charges will be applicable based on the cost of the Activity element of the booking as follows:
|No. of days before arrival||Cancellation of the whole booking|
|56 days or more||Any deposits already paid or due for activities|
|55-28 days||50% of the total cost of your activities|
|27-0||100% of the total cost of your activities|
7. If you cancel your Booking - our refund policy
7.1 All Booking cancellations are subject to our refund policy, contained within this clause.
7.2 All refunds are calculated according to the time between notification of the cancellation being received by YHA and the time of the first night of your stay. The first night of your stay is defined as starting at 12pm (12 noon) on the day of arrival.
7.3 Family and Individual bookings – please call the hostel or YHA Contact Centre in order to cancel your booking.
7.3.1 Single Youth Hostel Bookings
Please note that you cannot cancel part of a Booking. If you wish to do this, you must cancel the whole Booking with that Youth Hostel and re-book. Such cancellations will be subject to our refund policy below.
|Cancellation of the whole booking|
|24 hours or more notice (before 12pm (12 noon) on the day prior to the booking)||We will refund 90% of the total Booking, except for any Third Party Services|
|Less than 24 hours notice (after 12pm (12 noon) of the day prior to the booking)||We will refund 90% of the total Booking less the full cost of the first night's stay including any meals, with the exception of Third Party Services|
|No Show||No Refund|
Promotional Bookings - Single Hostel Promotional Bookings made using any promotional code are non-refundable and non-transferable - See Clause 7.5
7.3.2 Multiple Youth Hostel Booking
Please note that whilst you can cancel your whole Booking with one Youth Hostel from within your multiple Youth Hostel Booking, you cannot cancel part of a Booking with one Youth Hostel. If you wish to do this, you must cancel the whole Booking with that Youth Hostel and re-book.
|Cancellation of the whole booking|
|24 hours or more notice (before 12pm (12 noon) on the day prior to the booking)||We will refund 90% of the total Booking, with the exception of any Third Party Services|
|Less than 24 hours notice (after 12pm (12 noon) of the day prior to the booking)||We will refund 90% of the cost of the stay at the cancelled hostel, less the first night's stay at that cancelled hostel including any meals with the exception of any Third Party Services.|
|No Show||No Refund|
Promotional Bookings - Multiple Hostel Promotional Bookings made using any promotional code are non-refundable and non-transferable - See clause 7.5.
7.4 Group Bookings - Please notify our YHA Contact Centre or the hostel immediately of any cancellations. Our cancellation charges depend on the notice period given and are shown below:
|No. of days before arrival||Cancellation Charge Payable|
|56 days or more||Any deposits already paid or due|
|55 - 28 days||50% of the total cost of your stay|
|27 - 0 days||100% of the total cost of your stay|
Promotional Bookings - Group Promotional Bookings are non-refundable and non-transferable - see Clause 7.5.
7.5 Promotional Bookings Terms & Conditions
Promotional offers will be subject to specific terms and conditions and where they may conflict with these terms and conditions the terms and conditions of the promotional offer shall apply throughout the offer period. This shall apply for stays of one night or more at any participating YHA property and all reservations shall be paid in full prior to arrival. Any additional Products or services included, or purchased as part of a promotional booking cannot be cancelled. No amendments or refunds can be made and offers are non-transferable. Offers are available at selected locations only and are subject to availability. Advertised rates are inclusive of VAT. This does not affect your rights should YHA cancel your Booking in which case clause 12 applies.
7.6 Third Party Services
The total cost of any tickets & attractions are payable in advance. Any such purchases will be considered part of your Booking and any cancellations of these Third Party Services will be dealt with in accordance with clause 7.3 or clause 7.4 as appropriate.
7.7 YHA Products
7.7.1 Books, souvenirs and other YHA Products can only be delivered to United Kingdom addresses, for delivery of YHA Products outside the United Kingdom please call YHA Customer Services team on 0800 0191 700 / +44 (0) 1629 592700; Monday - Friday, 8am - 8pm , Saturday 9am - 5pm or Sunday 10am – 4pm. Products can be returned to us in their original condition and packaging within 30 days of the date you received the item for a full refund. Postage for returning such Products will not be refunded unless the item is faulty or damaged.
7.7.2 Donations are non-refundable unless an error is made by YHA during processing.
7.7.3 Gift vouchers are non-refundable.
7.7.4 Memberships are fully refundable through our Contact Centre for 14 days from the date of purchase unless having been used to obtain a discount, with YHA or other product or service exclusively available to members in the interim, after which memberships are non-refundable.
7.8 Applying for a refund – please apply within 90 days of cancellation. If you have cancelled with the contact centre then you will not be required to fill out a refund form. Alternatively print this form and return it by post or fax. Please do not email completed forms back to YHA - any forms received by email are automatically deleted without being processed.
8. Your Responsibility and Behaviour
8.1 We pride ourselves on creating friendly welcoming and above all safe places for people of all ages to enjoy. Any breaches of our admission, behaviour or safety policies will be treated seriously and regarded as a breach of these terms and conditions.
8.2 Whether a Group booking or a booking made by or on behalf of individuals, if the behaviour of yourself or any member of a party is considered likely to cause danger, damage or offence, we reserve the right at our reasonable discretion to cancel or terminate a stay completely. If any member of YHA staff considers that the behaviour of any member of your party is unacceptable, they are authorised to end the stay and you will be asked to leave YHA premises. Your membership card will be retained pending further enquiry. Should this situation arise our responsibility for your booking will cease and we will not be obliged to cover any expense which may be incurred by the party concerned, neither will we consider any claim for compensation or refunds. You are responsible for the cost of any damage caused by yourself or your party during your stay; these charges will be levied by and should be paid to YHA prior to departure. Should any such behaviour halt or interrupt YHA’s ability to continue to trade any bed, room or other product, you will be responsible for compensating YHA in full for all losses directly or indirectly incurred. Such behaviour or damage may lead to civil or criminal proceedings where appropriate. Furthermore by these terms and conditions you agree that YHA may at its discretion take a £200 pre authorisation on you credit or debit card as a security bond towards damage caused by you or your group to YHA property during your stay (For the avoidance of doubt such bond will only be claimed in the event of damage as referred to above).
8.3 Party Leader responsibilities - As a group leader making a group booking you are also accepting responsibility for the safeguarding and behaviour of your party. There should be at least one responsible adult on duty at all times, this is in order to ensure all participants behave according to YHA policy.
8.4 Alcohol - Guests and members are not allowed to bring their alcoholic beverages to licensed YHA Hostels. Alcoholic beverages can still be brought to non-licensed premises and the restriction is not applicable to our popular Exclusive Hire scheme where the entire property is hired.
Under licensing laws, YHA and its staff are responsible for the behaviour of guests on licensed premises. In the event of rowdy, unsafe or drunken behaviour on licensed premises, or where one guest supplies another with alcohol brought on to the premises, YHA and its staff as the licensees could be deemed to be liable. This is the case even if YHA did not supply the alcohol.
Should an incident occur which contravenes the law resulting in guests becoming drunk or causing nuisance to other guests, then YHA may be liable to prosecution for allowing the incident to take place. They may also be liable where alcohol is supplied by a guest to an individual under 18, in which case both the guest and YHA may be liable to prosecution. YHA guests are however free to take their own alcohol into hostels which do not have a premises licence although YHA maintains responsibility for the behaviour of guests and therefore expects the same level of conduct as in licensed premises.
YHA has to recognise its responsibilities to its own staff that could face substantial fines or jail sentences of up to six months.
9.1 Arrival and Departure Times: On arrival, please report to the hostel reception before pitching. For arrival and departure times, please see the individual hostel information pages. If you wish to arrive outside of these hours, please contact the hostel directly. Please note that we are unable to allow under 16 year olds to camp at our sites without adult accompaniment.
9.2 Noise policy and behaviour: YHA reserves the right to eject guests who are deemed as causing unnecessary disturbance, noise or behaviour which affects the peaceful enjoyment of the camping & cabins facility by other guests.
9.3 Dogs and pets: Dogs can stay at our camping and cabin locations (excluding YHA New Forest & YHA Exford), but are not permitted to stay in hostel bedrooms. Please visit our website for a full list of locations. We do accept registered assistance dogs at all sites and ask that you stipulate this when booking.
9.4 Campfires: Open fires and ground level barbecues are not permitted, except as specified on the individual hostel pages. The use of generators is also not permitted on our sites. Cutting or damaging trees and other vegetation is strictly prohibited and we request that all campers respect the natural conditions of, and around, the campsite.
10. Exclusive Hire
10.1 Booking, Deposit and Balance
A non-refundable, non-transferable deposit of 25% will be taken to secure your booking (bookings made less than 8 weeks in advance require full payment at the time of booking). Payment can be made by MasterCard, Visa, Switch or Solo.
10.2 “Extra Services” will be charged in addition to and at the time of the payment of the non-refundable deposit.
10.3 The balance of the account should be paid at least 8 weeks before the date of arrival.
10.4.1 In all cases, if you have to cancel your booking, please inform us as soon as possible by phone and in writing.
10.4.2 If you have to cancel your booking the following cancellation fees apply, dependent on the number of days before the arrival date that notification of cancellation is received:
|No. of days before arrival||Cancellation Charge Payable|
|56 days or more||Any deposits already paid or due|
|55 - 28 days||50% of the total cost of your booking|
|27 - 0 days||100% of the total cost of your booking|
10.5 Arrival and Departure On the day of arrival, the hostel is available from 4.00pm. On the day of departure you are asked to vacate by 12pm (12 noon). It may sometimes be possible to book an early check in from 2pm and / or a late check out to depart by 2pm, subject to availability. Early check in and late check out are each available at an additional cost of £1 per bed available at the property. This can be added when making a booking online or by contacting the ‘Exclusive Hire’ team on 01629 592700 should you wish to add this afterwards.
10.6 Your Responsibilities This booking has been entered into on the understanding that the total number in your party shall not exceed the total number of beds available at the hostel as stated on the ‘Exclusive Hire’ website.
10.6.1 You are considered to be the group leader and must be over 21 years old. You are responsible for the payment of the booking, the safety of the group and the general housekeeping of the hostel during the stay. You are responsible for looking after the hostel and its equipment during the period of hire and are expected to take good care of it. The hostel is provided fully furnished. Bed linen is provided, but you will need to bring your own towels. You are advised to check on arrival and report any shortcomings, damage or missing items immediately to us or our YHA representative. You must report and pay for any damage caused to the hostel or for equipment lost, damaged, broken or stolen during the occupancy. Unsuitable substitutes are not accepted. All the equipment, utensils etc. must be left in a clean condition at the end of the hire period. A charge of £12.00 per hour will be made by us if any additional cleaning is required. Please ensure that all gas cookers, lights and heaters are switched off, doors and windows are secured, rooms are left clean and tidy and waste bins are emptied, before handing the key back to us or to our YHA representative.
10.6.2 Dogs are permitted at some of our properties as indicated on our exclusive hire website at http://exclusivehire.yha.org.uk/ You must tell us at the time of booking if you wish to bring a dog to one of our dog friendly properties. An Extra Services charge will be made per dog for the duration of the stay with a maximum of 4 dogs permitted per booking. You can find more information about our dogs policy here. Please do not bring dogs to our properties that are not indicated as dog friendly. Unfortunately, no other domestic pets are permitted at our properties. Registered assistance dogs are permitted at all of our properties; however you must notify us at the time of booking if you wish to bring a registered assistance dog with you which can stay with us free of charge.
10.6.3 Should the hostel you are hiring be licensed for the sale and consumption of alcohol, you are permitted to bring your own alcohol but you are kindly asked to respect the law, which prohibits the sale, supply or consumption of alcohol to those under 18 years of age. You or your group members may become liable to prosecution should this law be breached.
10.7 Your Conduct As many hostels are located in or close to residential areas, please show consideration for our neighbours. If you or a member of your party fails to comply with this requirement, your booking may be terminated and you will be asked to leave the hostel. If you enter the hostel after this time you will be trespassing. No whole or partial refunds will be made if your party is asked to leave under these circumstances. We reserve the right to decline a booking, or refuse to hand over a hostel to any person or group where, in our opinion, facilities are unsuitable for the hirer or any member of the hirer’s party without liability on either side. The use of candles, incense burners, flammable liquids/gases, fireworks, camping stoves and firearms is strictly prohibited at all YHA hostels. Use of such items may result in the party being asked to leave immediately, without refund of any portion of the hire fee. We reserve the right to repossess the hostel at any time where damage has been caused, or in our opinion, is likely to be caused, by you or any member of your party. In such cases we shall not be liable to make a refund of any portion of the hire fee paid.
11. Meeting Room Bookings
11.1 Meeting rooms can be booked independently or as part of a residential booking. If booking a meeting room as part of a residential booking, please pay in accordance with the payment schedule detailed in section 4. If booking a meeting room independently, confirm your booking by sending full payment for the room hire within 14 days from the booking date (or 48 hours for bookings made within 14 days). Unconfirmed bookings will be cancelled without further notice after this time. Payment can be made by credit/debit card and BACS is also accepted.
11.2 Any catering requirements should be notified as soon as possible and confirmed and paid for 14 days prior to your visit.
11.3 In the event of a cancellation, cancellation charges will apply (see below section 11.6)
11.4 Any lost room key will incur a £5 replacement charge. Damaged equipment will be subject to the appropriate charge..
11.5 Projector hire charge is to cover wear and tear to the equipment. Laptop hire is not included in the fee – we are unable to provide a laptop, please arrange to bring one. We provide a VGA cable to connect your laptop to the projector, if you require any other type of cable please bring a suitable adaptor. During your event there will only be minimal technical help provided, please arrive early to ensure you have time to set up. We are able to arrange a test session in advance on request, please contact us direct to arrange in good time.
11.6 Meeting Room Cancellations
|No. of days before arrival||Full cost of hire refunded, less £5.00 cancellation charge|
|more than 28 days||Any deposits already paid or due|
|27 - 14 days||50% of the total cost of your booking|
|13 days or less||100% of the total cost of your booking and you will be billed for all catering ordered.|
12. If we change your Booking
12.1 In the unlikely event it becomes necessary to change your Booking, in total or in part, YHA will inform you as soon as is reasonably possible of any necessary changes. You will have the choice of:
- - Accepting the changed arrangements
- - Purchasing another Booking from YHA subject to availability (and paying or receiving a refund in respect of any differences)
- - Cancelling your Booking and receiving a full refund of all payments made
13. Delay or failure to perform
13.1 We will not be liable to you if we are prevented or delayed in the performing of any of our obligations to you if this is due to any cause beyond our reasonable control including (without limitation): an act of God, explosion, flood, fire or accident; war or civil disturbance; strike, industrial action or stoppages of work; any form of government intervention; a third party act or omission; failure by you to give us a correct delivery address or notify us of any change of address.
13.2 Some of our hostels are idyllically located in some of the most remote, wild and beautiful parts of England and Wales. During periods of extreme weather we will endeavour to remain open and to keep you informed of the latest conditions. We recommend you check with us before commencing your journey. If we are open, but you choose not to travel because of the weather, this will be treated as a normal cancellation and the terms outlined above will apply.
14. Our liability to you
14.1 YHA will ensure that the accommodation and /or other services you order from us are provided in accordance with these terms and conditions and shall be provided by us with reasonable skill and care.
14.2 Where an element of your Booking is not provided to the standard stated in clause 14.1 you must notify us within 28 days of the alleged breach. We shall then investigate the matter and where necessary agree an appropriate level of compensation; depending on the nature and severity of the breach; compensation may take the form of partial / full refund, credit note towards a future booking, complementary service or other agreed benefit.
14.3 We will not be liable to you by way of representation (unless fraudulent), common law duty or under any express or implied term of the contract for: any losses which are not foreseeable by both you and us when the Contract is formed arising in connection with the supply of the services or their use by you; any losses which are not caused by any breach by us; or any business or trade losses.
14.4 Our entire liability in connection with the Contract will not exceed the value of the Products purchased or the Booking made less any amendment charges paid to us.
14.5 Except in relation to death or personal injury caused by our negligence YHA's liability remains, at all times, limited to the value of the Products purchased or the Booking made, excluding any amendment charges paid to us.
15.1 When using our website or speaking to us on the telephone you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information or by posting notices on our website. By booking with us you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in Writing. This condition does not affect your statutory rights.
16. Governing Law and Jurisdiction
16.1 The contract is subject to English law and the exclusive jurisdiction of the English Courts.
17.1 If any of these terms and conditions or any provisions of a Contract with you are determined to be invalid unlawful or unenforceable to any extent, such term, condition or provision will to that extent be removed from the remaining terms, conditions or provisions which will continue to be valid to the fullest extent permitted by law.
18. Changing these Terms and Conditions
18.1 We have the right to revise and amend these terms and conditions from time to time. You will be subject to the terms and conditions in force at the time that you make a Booking or purchase Products from us, unless any change is required to be made by law or if we notify you of the change to these terms and conditions before we confirm that your Booking or purchase has been successful.
19. Your Information
19.1 The information you supply to us during the booking process will be used initially to make and manage your reservation. We will also use your details to remind you of your reservations, provide the services you require, request feedback on your stay with us and to send you other communications such as newsletters and emails before and after your stay. As we are a charity organisation, we may also contact you in writing, by email or by telephone to inform you about special offers and our work, which can include how we support young people via, appeals, campaigns, fundraising promotions, merchandise and volunteering opportunities.
19.2 On arrival at a hostel you will be asked to produce identification which includes a photograph. This ensures that we can meet our security and safeguarding obligations. Copies of your identification will not be retained.
19.2 We retain your personal information only for as long as is necessary in order to fulfil the service you requested, to make future purchases easier for you, to tell you about other products and services that may be of interest based upon your purchasing history, and to allow us to understand customer behaviour and inform future product development.
19.3 We may retain information about customers whose conduct has been anti-social or breached our policies, for the purpose of restricting those customers’ future use of our services.
20. Privacy Statement
Terms and conditions last updated February 2017