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Terms & Conditions - Paymán Club

General

The terms and conditions of booking your stay with Paymán Club are presented below. Paymán Club is a trading name of Paymán Club Ltd. The company is registered in England and Wales under registration number 09550831 at 15 Sherbourne Close, Cambridge, CB4 1RT. Customers renting the property with Paymán Club are referred to as the “Guests” or the “Guest” and the owners of the property are referred to as the “Owners” or the “Owner”.

Booking

All bookings can be placed either through the secure website (paymanclub.com), by phone (+44 (0)333 4444 324), (+1 307 3177 317), (+34 988 057 057), (+61 861 172737) or email (info@paymanclub.com). Availability seen at the time of sending the email by the guest cannot be guaranteed as an alternative booking may take place in the meantime.

The guest placing the booking must be over 21 years of age on the check-in date. Upon booking, the full names, email addresses, telephone numbers and dates of birth of all the guests staying must be supplied to Paymán Club.

Rental Period

Rentals commence at 15:00 on the day of arrival and end at 11:00 on the day of departure unless different check-in and check-out times have been agreed, subject to prior arrangement and an additional fee, in which case the latter shall define the rental period. This period is hereafter referred to as the “Rental Period”. 

The Rental Period dates will be stated on the reservation confirmation provided to the Guest when they book and cannot be exceeded unless Paymán Club gives written approval. 

If there is any delay in vacating the property beyond the agreed time a full day’s rental is charged to the Guest. The Guest will be liable for any cost, of whatever nature, incurred because of an unauthorised extension.

Prices/Fees

All prices are quoted in UK Pounds Sterling, unless otherwise specified, and the prices quoted include VAT at the prevailing UK rates if applicable. All prices are based on costs prevailing at the time of quotation and may be subject to change.

Unless otherwise specified, the prices quoted for all serviced property include utilities and taxes. Any extra charges are at the management’s discretion.

Please note that check-ins before 15:00 and after 20:00 carry an additional charge of £10 per hour up to 2 hours and after that 50% of the nightly rate. The earliest possible check-in is 12:00, subject to availability. The last check-in for this property is 23:00. Arrivals after 23:00 will not be granted access to the property and no refunds will be given. Check-in for last-minute bookings is only possible 1 hour after payment has been processed.

The standard check-out time is up to 11:00. A late check-out may be arranged at an additional cost of £10 if arranged prior, otherwise, we will charge £50 per hour. The Guest cannot check out later than 4 PM, otherwise, they have to pay a full night (For Austria properties, city taxes will be added to these amounts.)

Security Deposit

A Security Deposit is required prior to arrival for each unit booked as advertised at the time of booking. This will be captured as a pre-authorisation of funds from your payment card before arrival and will be auto-released 48 hours from departure if no charge against it is made (in the case of Hotels, this Security Deposit can be authorised upon arrival). 

Should a charge be made, you will be notified of the amount and the reason over an email. An additional fee may be charged if house rules are broken or if the damage exceeds the amount held as a pre-authorisation.

 Please note that funds could take up to 14 working days to show as available again on your card, depending on your card provider’s timescales, and this delay is outside of our control.

The amount of Security Deposit for Serviced Apartments will be determined prior to the arrival of the Guest. For Hotels the following figures will be applied:

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The Security Deposit will be kept in full if any of the house rules, as published for the property in this document are broken (including but not limited to no smoking inside or outside the property including gardens, no parties, no alcohol, no loud music, no pets except assistance pet), and a partial or full deposit may be kept for any damage caused to the property or its contents. A deposit may be withheld if refuse is not recycled correctly or not placed in the appropriate bins. If a bin collection date of which the guest has been advised is missed, the deposit may be likewise withheld. Any bank fees transferred with the refund of the Security Deposit will be charged to the guest. If the bank charges exceed the figure that needs to be refunded, that figure shall not be transferred.

Payment

The full price of the booking is due at the time of booking. For bookings through the website, payment must be completed online at the time of booking to secure the reservation. For bookings placed over the phone, the Guest is given a specific time to make the payment prior to the arrival and submit the proof of payment via email to info@paymanclub.com. If this is not received on time, Paymán Club reserves the right to cancel the booking.

Any charges raised against Paymán Club by their bank for handling dishonoured cheques or any other payments will be passed on to the Guest, by way of a deduction from the Security Deposit.

Payment by credit/debit card is the preferred option for online bookings placed directly on https://paymanclub.com.

Bank Transfer (BACS) is the preferred payment option for bookings placed over the phone. BACS payments should be made as per the details below:

Account Holder: Paymán Club Ltd

Sort Code: 60 04 41

Account Number: 1272 5579

Bank: NatWest Plc.

IBAN: GB70NWBK60044112725579

BIC/SWIFT: NWBKGB2L

Branch Address: 36 Fitzroy Street Cambridge CB1 1EW

Reference: Guests’ surname + check-in date (DDMMYY), eg SMITH01012020 for John Smith, January 1st 2020.

Cash or cheque payments will only be accepted in exceptional circumstances and with prior approval of The Agent. Cheques should be made payable to Paymán Club Ltd. Post-dated cheques are not acceptable.

The Guest’s Obligations

The Guest has the right to occupy the property for a holiday only (within the meaning of Schedule 1, Paragraph 9 of the Housing Act 1988.) The letting does not confer a shorthold tenancy or give rise to a relationship of Landlord and Tenant.

The Guest agrees:
  • That in no circumstances should overnight accommodation be provided for guests other than those declared to Paymán Club unless notified in advance.
  • To undertake to pay for any losses or damage to the property caused.
  • To take good care of the property and leave it in a clean and tidy condition at the end of the tenancy.
  • To permit the Owners and Paymán Club reasonable access to the property.
  • That a cot will only be occupied by a child aged 24 months or less. Paymán Club is not responsible for the maintenance of cots. Where cots are requested, the Guest must supply their own linen for the cot.
  • Not to cause an annoyance or become a nuisance to occupants of adjoining premises.
  • Not to be the cause of any noise between 10 pm and 9 am.
  • Not to smoke in the property or any of the public areas associated with it.
  • Not to bring pets to properties where Paymán Club has stated that pets are not permitted, unless under medical conditions and in case of assistance. In this case, the pet should be kept away from public areas during the stay and should only be kept in the Guest's own room.
  • To read any safety notices and advice upon arrival at the property.
  • No to re-let or sublet the property to any other group/party.
  • To only use the property strictly for residential purposes.
  • Not use the property for parties or gatherings. If this is not respected, the Guest will be charged £2000 and if on arrival, it is felt the Guest is intending to use the property for such an event, the Guest will be refused entrance.
  • Not to make use of the phone or fax line connected to the property.
  • Not to light any fires or candles on the property.
  • Not to permit any visitors to enter the property.
  • Not to hang or place wet or damp articles of washing upon any room heater.

In the event of a breach of these terms and conditions, the Guest will be required to leave the property immediately and no refunds will be offered.

The Guest is obliged to provide the full names of any individuals staying at the property (a valid photo ID for each individual may be required) and is responsible for ensuring that the property is not occupied by more people than is stated on the Guest’s booking confirmation email. If this is not respected, the full Security Deposit will be retained, and the relevant public authorities informed. Paymán Club reserves the right to refuse admittance to the property if it feels this condition is likely to be breached. In this case, no paid funds will be returned.

In the event of an emergency the guest is asked to:

  • Make use of the fire blanket and/or a fire extinguisher if appropriate
  • Leave all belongings and exit swiftly through the main exit, ensuring all individuals who require assistance are brought to safety
  • Wait on the main road away from the building and inform emergency services by calling 999 and quoting your location
  • Our contact number is 0333 4444 324 in case you need to reach us

Condition of Property

The Guest must follow the instructions in the welcome manual of the property. Any losses, damage, or any cleaning necessary over and above normal servicing, will be deducted from the Security Deposit.

The Guest is responsible for taking all reasonable care of the property and its contents. The property and all equipment, utensils, furniture, etc. must be left clean and tidy at the end of the Rental Period. No items can be removed from the property.

The Guest will be responsible for making any damage to the property or its contents, which has occurred due to negligence, wilful damage, or irresponsible behaviour on the part of those occupying the property or their guests. Such damage must be reported, without delay, to Paymán Club’s local representatives. The cost of the repair or replacement must be agreed with, and paid to, Paymán Club. The Guest is responsible for ensuring that no person staying or visiting the property during the Guest’s stay will suffer anything to be done which would endanger the policy of Paymán Club’s insurers in respect of the property and its contents which might make the same void or voidable.

Keys

The loss of a key (including parking fobs) to a property will be charged at £150.00. Keys must be returned upon check-out as stipulated in the property’s House Manual or as per the instructions of Paymán Club. If left in a keysafe, it is the responsibility of the Guest to ensure the keysafe is locked properly. In case of a key not being found in the key safe or designated check-out box following check-out, or if the keysafe code has been changed or for another reason the keysafe fails to open and Paymán Club or its representative are unable to retrieve the keys or fobs, this will be treated as the Guest having lost the key. Duplication of keys or fobs and the changing of entry or key safe codes are not permitted. Divulging access arrangements to third parties is not permitted.

Services & Facilities

Properties are advertised as providing a number of services, facilities, and amenities. While every effort is made to this end, the availability and proper functioning of these cannot be guaranteed. Paymán Club is not responsible to provide any refund or alternative provision of said service, facility, or amenity, and no refunds will be offered. All personal belongings and contents left on the property or in the car parks are left at the Guest’s risk.

Insurance should be taken by the Guest for these, and any loss or damage to their belongings is the sole responsibility of the Guest. Any personal property left in the property after the agreed check-out time may be moved, removed and/or disposed of by Paymán Club.

Vehicles may only be parked in designated areas, with prior booking where necessary. If a vehicle is parked on or in front of an access route to the property without authorisation, failing attempts to contact the Guest, Paymán Club reserves the right to tow the vehicle away.

Paymán Club operates a phone line offering free customer service support between the hours of 08:00 and 24:00, 7 days a week. Calls outside this time window will be diverted to an on-call emergency and are only to be used in real emergency cases. If a call is placed by the Guest after 24:00 for an issue that is not an emergency, the issue will not be dealt with until the next morning and the guest will be charged an admin fee of £50.

Accessibility

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 to make all guests’ stay as comfortable as possible.

Internet

No guarantee can be made that the internet service provided will be compatible with the Guest’s device. No technical support for the connection is available. The functionality of the connection cannot be guaranteed. Should the broadband connection not be functioning for any reason no liability is taken by either the owner or Paymán Club and they cannot be held liable for any losses resulting from the loss of connection.

Wireless internet at Paymán Club is free to those Guests who accept the terms and conditions below. By accessing the internet through Paymán Club’s Service, the Guest will be deemed to have read, understood, accepted, and agreed to be bound by these terms and conditions of use.

A Fair Use Policy has been implemented so that Paymán Club can deliver a service that is fast and reliable to all the Guests. Performance of the network is monitored and the amount of bandwidth available to demanding users during busy periods may be restricted to ensure all the guests have an acceptable level of service.

Reasonable endeavours will be used to make the Service available 24 hours a day, however, Paymán Club will not be liable if for any reason the Service is not available at any time or for any period. Access to the Service may be suspended at any time. In the case of requiring any assistance in relation to the Service, the Guest should contact the Reception or Paymán Club’s Office.

Network access codes or passwords provided to the Guest to access the Service should be kept confidential and not disclosed to any other person for any reason. The Guest will be responsible for any loss that arises from losing, misusing or otherwise disclosing any such access codes or passwords.

The Service is intended to allow Guests to access the internet for legitimate purposes only. The Guest undertakes to Paymán Club that their behavior while using the Service will be lawful, honest and proper. The Service may not be used in such a manner as to host a web or other server, send or facilitate the sending of bulk e-mail or collect third party personal data without appropriate consent. 

Paymán Club may terminate Guest’s use of the Service at any time without notice if becomes aware of any behavior that has a negative impact on Paymán Club’s equipment or network or the use by other customers of the equipment or network or the internet in general, or which damages, or has the potential to damage, Paymán Club’s reputation or standing.

The Guest acknowledges that their use of the Service is at their own risk. The Service is provided on an “as-available” basis, and to the fullest extent permitted by law, Paymán Club hereby excludes all and any warranties or conditions of any kind, whether express or implied, in respect of the Service and any content or data obtained or downloaded from it.

Linen

All linen and towels for beds are included and changed prior to the Guest’s stay. If the booking exceeds 7 nights, a linen and towel change will be provided free of charge. If more frequent changes are required, linen and towel changes are available at £12 per guest.

Exclusion: If the rate has been agreed with no housekeeping service this clause is not applicable.

Cleaning

The property will have been cleaned by a professional cleaning company prior to the Guest’s arrival. The Guest undertakes to notify Paymán Club at their earliest convenience should they notice inadequate cleaning, so Paymán Club can endeavour to rectify the situation. If the booking exceeds 7 nights, a full clean will be provided free of charge. If more frequent changes are required, cleans are charged at £50 per 2-hour clean and laundry and supplies at £12 per guest. The Guest is asked to leave the property in a clean condition, ensuring that all used dishes are loaded in the dishwasher and the dishwasher is turned on prior to departure.

Exclusion: If the rate has been agreed with no housekeeping service this clause is not applicable.

Cancellation Policies

Depending on the type of cancellation policy chosen by the guest when placing the booking, one of the following cancellation policies is applicable.

Flexible - Up to 5 Days Before Arrival

The guest can cancel free of charge until 5 days before arrival. The guest will be charged the total price of the reservation if they cancel in the 5 days before arrival. If the guest doesn’t show up, they will be charged the total price of the reservation.

Non-Refundable:

The guest will be charged the total price of the reservation if they cancel anytime.

The guest will be charged a prepayment of the total price of the reservation anytime.

Note: The cancellation policy of the Early bird rate plan is non-refundable.

Cancellation by the Guest

No-shows and arrivals past 11 pm on the date of the reservation are treated as guest cancellations and no refunds will be made. Paymán Club strongly recommends that all clients obtain appropriate travel and personal insurance cover to cover these charges in the event of a cancellation.

Should Paymán Club have agreed to convert a specific booking that was made on a Non-refundable Policy to a Flexible Policy, in case of early termination, a higher nightly rate of up to 200% of the original price may be applied retrospectively.

No shows

If the guest does not show up by 11 PM on the date of their booking, and the Paymán Club team is not notified of late check-in, the booking will be cancelled, and the payment is non-refundable.

 Cancellation by Paymán Club

If Paymán Club cannot honour the booking at the property initially booked, the booking will be relocated to an alternative property at the same rate as initially booked.

In exceptional circumstances, Paymán Club may find it necessary to cancel the Guest’s booking and reserves the right to do so at any point. Paymán Club shall make all reasonable efforts to offer a suitable alternative.

If this is declared not acceptable by the Guest within 24 hours of them being notified of the change of property, and assuming the cancellation is not as a result of events beyond Paymán Club's reasonable control, which shall include but not be limited to events such as war, civil strife, terrorist activity, labour disputes, natural or man-made disaster, fire, flood, and adverse weather conditions, Paymán Club will refund any sum paid by the Guest if cancelled prior to the reservation, or a refund of the remainder of the nights booked if the Guest has already checked-in, which shall constitute a full and final settlement of any liability the owner or Paymán Club may have to the Guest as a result of such cancellation.

Termination

Paymán Club has the right to terminate a booking at any time on the grounds of abuse to the staff, mistreatment of the property, or criminal activity on the part of the Guest. Any sign of smoking either inside or outside of the property will result in immediate termination of the booking, with no refund being offered.

Information

Paymán Club reserves the right to amend prices quoted, due to errors or omissions. While every endeavour is made to portray a true representation of the properties, no guarantee can be given to the accuracy of the photographs or descriptions.

All information supplied by Paymán Club is given in good faith and is based on information available at the time. All reasonable measures have been taken to ensure the accuracy of any statement made either in writing or otherwise, but Paymán Club is not liable for any variation however caused.

Injury or Loss

Paymán Club cannot be held responsible for any personal injury, loss or damage to personal effects howsoever arising at the accommodation. Neither the Owner, nor Paymán Club or its representatives, can be held responsible for any circumstances beyond the Paymán Club's control including, but not limited to, mechanical breakdown, illness, or failure of any public service supply. This does not affect the Guest’s statutory rights. More specifically, nothing in these conditions shall restrict Paymán Club's liability for death or personal injury caused by Paymán Club's negligence, or for fraudulent misrepresentation.

Complaints

Any complaints about the property, its contents, or Paymán Club's staff must be made immediately by both of the channels below: in writing to the Registered Address or info@paymanclub.com, via phone at Paymán Club's office number, +44 (0)333 4444 324.

All complaints must be notified to Paymán Club as soon as reasonably practicable, as Paymán Club may be required to carry out an on-the-spot investigation and if necessary, request the Owner to take remedial action. Should you have a complaint, please allow Paymán Club or the Owners the opportunity to put matters right during the Rental Period.

We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This will help us to improve our standards. If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timeframes set out below (if you feel we have not sought to address your complaints within eight weeks, you may be able to refer your complaint to the Property Ombudsman to consider without our final viewpoint on the matter). Please note that this only applies to AST tenants. What will happen next?

  • We will send you a letter acknowledging receipt of your complaint within three working days of receiving it, enclosing a copy of this procedure.
  • We will then investigate your complaint. This will normally be dealt with by the office manager who will review your file and speak to the member of staff who dealt with you.  A formal written outcome of our investigation will be sent to you within 15 working days of sending the acknowledgement letter.
  • If at this stage, you are still not satisfied, you should contact us again and we will arrange for a separate review to take place by a senior member of staff.
  • We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.

If you remain dissatisfied, you can then contact The Property Ombudsman to request an independent review:

The Property Ombudsman Ltd

Milford House

43-45 Milford Street

Salisbury

Wiltshire

SP1 2BP

01722 333 306

www.tpos.co.uk

Please note the following: You will need to submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter, including any evidence to support your case.

The Property Ombudsman requires that all complaints are addressed through this in-house complaints procedure, before being submitted for an independent review.

 TPO Complaints Handling Toolkit

Force Majeure

Paymán Club will not be liable for any delay, loss, damage, or expense incurred if the Guest’s booking needs to be altered or cancelled or Paymán Club is unable to perform its contractual obligations as a result of events beyond its reasonable control, which shall include but not be limited to events such as war, civil strife, terrorist activity, labour disputes, natural or man-made disaster, fire, flood, and adverse weather conditions.

Right of Access

Paymán Club's representatives and subcontractors have the right of access to the property at any time, with due regard to the convenience of the Guest, for the purpose of inspection of the property and for the Owners to carry out any essential repair or maintenance work.

Security of Tenure

As the property is used as a serviced Rental Period accommodation it is exempt from security of tenure under the Rent Act. No rights of tenancy are created for the Guest(s) after the term of this agreement expires, which coincides with the published check-out time and is included by default in the Guest’s booking request.

Insurance

It is recommended that personal insurance be taken out against cancellation, loss of goods. It is further strongly advised that personal accident and medical insurance is also taken out.

Privacy and Data Protection

Paymán Club takes the Guest’s privacy and confidentiality seriously. Paymán Club collects: (a) information necessary to process the Guest’s booking, and (b) information derived from “cookies”. Paymán Club uses cookies to monitor site usage and related information.

 Paymán Club will try to keep the Guest’s data up-to-date and accurate but Paymán Club provides no warranty or guarantee and bears no liability to the Guest in the event that any data transmission over the internet is not completely accurate or secure. Paymán Club may use the Guest’s information to help improve Paymán Club's website and Paymán Club's service, to personalise the types of information the Guest’s receive from us, as well as for internal statistical, marketing and administrative reasons. Paymán Club does not share this information with outside parties except to the extent necessary to process the Guest’s booking. By using this website and supplying Paymán Club with the Guest’s information, the Guest consents to the use of information by Paymán Club as described above.

Liability

Paymán Club does not accept liability for any act, neglect or default on the part of the Owners or any other person, nor for any accident, damage, loss, injury, expense or inconvenience whether to person or property, which the Guests or anyone connected with the Rental Period may incur. Paymán Club nor Owners are not and shall not be held responsible for any maintenance/building works taking place outside of the rental property.

Authority to Sign

The person who places the booking certifies that he or she is authorised to agree on the Terms and Conditions on behalf of all persons being booked for, including those substituted or included at a later date, and that all these shall likewise observe the Terms and Conditions. He or she agrees to take responsibility for the party occupying the property. In this sense, references to the Guest apply to all the occupants of the property. By placing a booking, the Guest is deemed to have accepted these Terms and Conditions. Payment of the full charge also indicates acceptance of these terms and conditions.

Disclaimer

All properties are used at your own risk. At properties where there is a balcony or elevated terrace, this is used at your own risk. Parents should ensure that their children are supervised in such areas at all times.

Governing Law & Jurisdiction

The validity, construction and performance of these terms and conditions shall be governed by English Law. The Guests submit to the exclusive jurisdiction of the English Courts. In the event that a court finds that a condition in these Booking Conditions is illegal or void, the illegal or void provision will be severed from the remainder of the Booking Conditions, which will continue to be valid and have full force and effect.

Litigation

In the event of any litigation arising from the booking of accommodation with us, the Courts in England shall have sole jurisdiction on such matters and English law prevalent at the time shall be applied at the time.