Terms & Conditions
Please read them carefully as they set out our respective rights and obligations.
In the Booking Conditions, “you” and “your” means all persons named on the booking (including anyone who is added or substituted at a later date and anyone staying or visiting you at the apartment who is not named). “We” and “us” means Zen Apartments. All bookings are made subject to these booking conditions.
1. Making your booking
Bookings can be made by completing the online booking form at zenapartments.co.uk and following the on-screen instructions or by contacting us direct via email or by telephone.
Once we have received your booking form and booking deposit, we will, subject to availability, confirm your stay by issuing a confirmation invoice by email. If you have made the booking and paid directly, you should receive the email confirmation at the same time, which was generated automatically. The invoice will be sent to the main person. Please check this invoice carefully as soon as you receive it. Contact us immediately if any information which appears on the confirmation or any other document appears to be incorrect or incomplete as it may not be possible to make changes later. We regret we cannot accept any liability if we are not notified of any inaccuracies in any document within 3 working days of our sending it out.
For all bookings of less than 30 nights in duration, full payment are required for us to be able to confirm the booking back to you unless it is 3 days cancellation booking.
For bookings of 30 nights and more, each month for the duration of the booking, an invoice will be raised not less than one week before the start of each month. For corporate bookings we may be able to agree credit terms, which would need to be agreed prior to any booking being confirmed.
3. Security Deposit
You must pay a security deposit of £ 200 at the time of arrival by Bank Transfer or card(surcharge for payment by card may apply). The cost of any damage to the property or to any items in and/or at the property caused or any service charges incurred by you or any member of your party will be deducted by us from the security deposit at the end of your stay. If no deductions are required your security deposit will be refunded in full to you within 7 days after your departure from the property. If the security deposit is not sufficient to cover any damage caused or service charges incurred by you, you will be responsible for paying us any additional monies required immediately on request from us.
Customer will get full refund if they cancel 3 days prior to their arrival, unless they book non-refundable booking
5. Your contract
A binding contract between us comes into existence when we despatch our confirmation invoice to the main person. This contract and all matters arising out of it are governed by English law. We both agree that any dispute arising out of or in connection with your stay will be dealt with by the Courts of England.
6. The cost of your stay
We reserve the right to increase or decrease the prices of accommodation at any time. Please note, the information and prices shown on our website may have changed by the time you come to book your stay. The price of your stay will be confirmed at the time of booking, subject to the correction of errors. We reserve the right to correct errors in advertised prices as well as confirmed prices. We will do so as soon as we become aware of the error. Please note, changes and errors may occasionally occur. You must check the price of your stay at the time of booking.
7. Changes and cancellation by us
Occasionally, we have to make changes to and correct errors on our website descriptions and other details both before and after bookings have been confirmed and cancel confirmed bookings. Whilst we always endeavour to avoid changes and cancellations, we must reserve the right to do so.
If we have to make a significant change to or cancel your booking, we will inform you as soon as possible. We will endeavour to offer you an alternative should a significant change or cancellation occur.
We regret we cannot pay any expenses, costs or losses incurred by you as a result of any change or cancellation.
Very rarely, we may be forced by “force majeure” (see clause 9) to change or terminate your stay after arrival but before the scheduled end of your tenancy. This is extremely unlikely but if this situation does occur, we regret we will be unable to make any refunds, pay you any compensation or meet any costs or expenses you incur as a result.
8. Force Majeure
We regret we cannot accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by or you otherwise suffer any damage or loss as a result of “force majeure”. In these Booking Conditions, “force majeure” means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, local building works, act of nature, fire and all similar events outside our control.
9. Our Liability to you
9.1. We promise to provide your accommodation with reasonable skill and care. We do not accept responsibility if any death, personal injury, failure or deficiency of your accommodation arrangements is not caused by any fault of ours. When we talk about “fault” above, this means failure by ourselves to use reasonable skill and care in performing or providing the service in question. Please note it is your responsibility to show that reasonable skill and care has not been used if you wish to make a claim.
We will not be responsible for any injury, illness, death, loss (for example loss of enjoyment), damage, expense, cost or other sum or claim of any description whatsoever which results from any of the following:
the fault of the person(s) affected or any member(s) of their party or
the fault of a third party not connected with the provision of your accommodation by us which we could not have predicted or avoided or an event or circumstance which could not have predicted or avoided even after taking all reasonable care (see clause 9 ) swimming pool/gym (attached)
In addition, we will not be responsible where you do not enjoy your stay or suffer any problems because of a reason you did not tell us about when you booked your stay or where any problems you suffer did not result from any breach of our contract or another fault of ourselves or any losses, expenses, costs or other sum you have suffered relate to any business.
Please note, we cannot accept responsibility for any services that do not form part of our contract. This includes, for example, any additional services or facilities any other supplier agrees to provide for you.
There is a swimming pool at Discovery Dock property – it is your responsibility for safety and well being of any children or adult using the pool. Supervision is recommended. Tiles around the swimming pool and on patio areas may become wet and slippery, so please be careful and use necessary due care. Alike all holiday destinations, it is possible that local building works may occur from time to time (see clause 9); we cannot accept liability for possible disruption or noise, but if we are aware of any building work/s we will inform you before hand where possible and in these circumstances, please accept our apologies should this occur.
9.2. The details about the accommodation we have agreed to provide or arrange as part of our contract – and the laws and regulations of the country in which your claim or complaint occurred – will be used as the basis for deciding whether the accommodation in question had been properly provided. If the particular accommodation which gave rise to the claim or complaint complied with local laws and regulations applicable to those accommodation at the time, the accommodation will be treated as having been properly provided. This will be the case even if the accommodation did not comply with the laws and regulations of the UK which would have applied had that accommodation been provided in the UK.
10. Complaints and problems
In the unlikely event that you have any reason to complain or experience any problems with your stay whilst away, you must immediately inform us. Any verbal notification must be put in writing and given to us as soon as possible. Until we know about a problem or complaint, we cannot begin to resolve it. Most problems can be dealt with quickly. For all complaints and claims which do not involve death, personal injury or illness, we regret we cannot accept liability if you fail to notify the complaint or claim entirely in accordance with this clause.
You accept responsibility for any damage or loss caused by you or any member of your party. Full payment for any such damage or loss must be paid direct to us at the time. If you fail to do so, you will be responsible for meeting any legal costs we incur in full in recovering full payment from you.
We expect all clients to have consideration for other people. If in our reasonable opinion or in the reasonable opinion of any other person in authority, you or any member of your party behaves in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to the property, or in any way damage the reputation and/or goodwill of the Owner we are entitled, without prior notice, to terminate the occupation of the person(s) concerned. In this situation, the person(s) concerned will be required to leave the accommodation. We will have no further responsibility toward such person(s). No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.
11.1 You shall maintain the premises in a good, clean condition, and use the premises only in a careful and lawful manner. You shall pay for maintenance and repairs should the premises be left in a lesser condition. You also agree that we shall deduct costs of said services from the security deposit prior to refund if tenants cause damage to the premises or its furnishings.
11.2. You should pay for any damage done to the premises over and above normal wear & tear.
11.3. Strictly no shoes and food/drinks are allowed in the bedrooms. Carpet soiled must be paid, please avoid strictly.
11.4. Please make sure to switch off lights and other utility when not in use or away from the apartment. Any misuse of utility would be charged extra
11.5. You shall behave in a civilized manner and shall be good neighbors, respecting the rights of the surrounding property owners. Apartment is based in quiet residential area therefore you should not create noise or disturbances likely to disturb or annoy the surrounding property owners. Creating a disturbance of the above nature shall be grounds for immediate termination of this agreement and you shall then immediately vacate the premises.
11.6. Strictly no parties of any kind (drinking, dancing especially) are allowed.
11.7. There shall be strictly no smoking inside the premises. Not even on the balcony. It is against the law to smoke in these premises. Maximum penalty is £1000.
12.Special requests and medical problems
If you have any special request, you must advise us at the time of booking and clearly note it in the extra information section of the booking form. *Although we will endeavour to meet any reasonable requests we regret we cannot guarantee any request will be met. Failure to meet any special request will not be a breach of contract on our part. We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as “standard” bookings subject to the above provisions on special requests.
If you or any member of your party has any medical problem or disability that may affect your stay, please tell us before you confirm your booking so that we can advise as to the suitability of the chosen arrangements. In any event, you must give us full details in writing at the time of booking. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we must reserve the right to decline their reservation or, if full details are not given at the time of booking, cancel when we become aware of these details.We strongly recommend to carry Travel Insurance with you at all times.
13. Cleaning policy
It is your responsibility to ensure that you will leave apartment tidy.
You are also responsible to dispose of all waste material generated during the rental period in a lawful manner and put the trash in the bins which are located at the basement (-1 floor) of the building.
Kindly make sure to clean your dishes after use. Not cleaned dishes left at the end of tenancy would be subject to extra cleaning charges.
We have the right to inspect the premises within 2h prior notice at any time to enforce the terms of this agreement. Should the Tenants violate any of the terms of this agreement, the rental period shall be terminated immediately.
There is a block on the phone – Emergency medical and police service can be called by dialing 999.
Kindly keep the keys set safe. Replacement set will cost minimum £50.
You agree that Fireworks, pure fire, candles and other hazardous materials shall not be used in or around the property.
The property has fire alarms installed and they are believed to function properly at the time of rental. Tennant will notify landlord without delay if a fire alarm “chirps” or has a low battery condition.
You should see to your own security while in the property by locking doors, windows, garage doors, etc. when it’s prudent to do so.
15. Other policy and services
15.1. Please do not move any furniture or art from it original place.
15.2. No animals or pets of any kind are allowed to be brought onto the premises.
15.3. You should not sublet the property
15.4. Strictly you should not have more than persons be present in or sleep on the premises other than mentioned at the time of booking, according to your confirmation. This is subject to additional charge.
15.5. The photographs of the property are for illustration purpose only, you may / may not get the same property as shown on our website pictures. Zen Apartment does not guarantee to provide same apartments as publish in the pictures.
15.6. All the keys collection point is at “security office” at Meridian Place, Canary Wharf London, E14 9FE.
15.7. Sometimes due to unforeseen circumstances, you would be provided with the similar quality apartment in a similar district. Zen Apartments will make all efforts for your comfort stay however if zen apartments arrange alternative accommodation in the area, then there is no refund.
15.8 If the property should go on the MARKET FOR SALE, it may be shown to qualified buyers during the Tenants’ stay. Every effort will be made to schedule the showing at a convenient time and not interrupt the Tenant’s vacation. Tenant shall allow reasonable viewings of the home between 9 am and 6 PM present or not.
15.9. You should use the property for legal purposes only and other use, such as but not limited to, illegal drug use, abuse of any person, harboring fugitives, etc.; shall cause termination of this agreement with no refund of rents or deposits.
15.10. You have been advised that there is no carbon monoxide detector on the property and accepts the risk involved in not having one.
15.11. Valuable items left behind by the tenant will be held for the tenant and every reasonable effort will be made to contact the tenant for return. If items are not claimed for longer than 7 days they shall become the property of the owner. The owner shall not be held liable for the condition of said items.
15.12. Sky TV is provided and service level has been chosen by us. No refund of rents shall be given for outages, content, lack of content or personal preferences with regard to cable TV service.
15.13. High speed wireless internet is provided as a convenience only and is not integral to the agreement. No refund of fee rents shall be given for outages, content, lack of content, speed, access problems, lack of knowledge of use, or personal preferences with regard to internet service.