Lets in the Sun Limited is a UK registered, marketing specialist company whose aim is to gain maximum exposure for its clients overseas property should they wish either sell rent or do both. We do this through our own website www.letsinthesun.com and our numerous affiliate partnerships.
Lets in the Sun Limited is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website or any other service we provide, and then you can be assured that it will only be used in accordance with this privacy statement.
Lets in the Sun Limited may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 1st January 2009.
What we collect
We may collect the following information:
*name and job title
*contact information including email address
*demographic information such as postcode, preferences and interests
*other information relevant to customer surveys and/or offers
What we do with the information we gather
We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
*Internal record keeping.
*We may use the information to improve our products and services.
*We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
*From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online. Access to sensitive information is strictly limited with full accountability.
Links to other websites
Our website may contain links to other websites of interest, we regularly review the content and terms of the sites linked from our site to ensure, as far as is possible, that the content is suitable to the usual client base of our own site. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.
Information we do not hold
Credit and Debit card details. We will receive credit and debit card details only by prior arrangement with you, and only by telephone, not in writing. This information is entered during the conversation into the fully protected and secure web based application of our credit card payment processor which deletes the information immediately after the transaction is completed. You will receive an immediate confirmatory email not containing confidential details directly from the processor, or if you so request via fax from us. We keep no records of your credit or debit card details.
Sharing your information
LETS IN THE SUN LIMITED DOES NOT SELL OR HIRE YOUR INFORMATION TO ANYONE. We may, at your request or with your consent, pass information to our trusted associates for the purposes of providing additional services during your stay at our properties. These may include taxi or car hire firms, boat rentals, by way of example only.
Controlling your personal information
You may choose to restrict the collection or use of your personal information in the following ways:
* whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
* if you have previously agreed that we may use your personal information for direct marketing purposes, you may change your mind at any time by writing to us or emailing us at firstname.lastname@example.org
We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.
You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write to us at the following address;
Head Office, UK Lets in the Sun Limited, 82 High street Dorking surrey Rh41AY
If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect. Service delivery policy ‘What you can expect from us’
Upon receipt of your full payment and all necessary text, photos, and details of your property we aim to have your property live on our system within 7 working days.
At this stage you will receive an email from our listing department showing you where your property has gone live. You have 7 days from the receipt of this email to advise of any errors or alterations you wish to make to the listing by replying to the email.
Once this notification period has passed the contents of the listings of your property and the prices are considered as accepted by you and accurate. Should any of the details subsequently change, such as items or services added or no longer available, prices raised or lowered, you must notify us immediately. Please note any bookings made must be accepted under the advertised conditions.
Once this period has been completed successfully our services and contract to you our client will be considered as completed. We will of course continue to offer support and logistical assistance for the period of one year from the date your property goes live on our system for either rentals bookings or sale of the property in question. The contractual obligations between the parties is now based on a commission paid for all bookings placed or the sale of the property advertised.
Cancellation terms The customer is entitled to cancel their website service with Lets in the Sun Limited at any time. Notice of cancellation of services must be sent by email to the support team at email@example.com. Lets in the Sun Limited will cease to market your property within 24 hours and no new bookings will be made for your property. Although we will attempt to reallocate any forward bookings allocated for your property this may not always be possible. Under these rare circumstances you will be obliged to honour these bookings. No refund can be made on the listing and marketing fee. Refunds & returns
policy Although we pride ourselves on providing a first class service there are situations where a refund is necessary.
We issue refunds if:
The client decides to cancel an agreement within the allotted timeframe
The property listing has not been completed.
On those rare occasions where a refund is required we follow a strict timeline to ensure the company and client are fully aware of the situation at all times.
In the first instance, an agreement to refund the client is stated by letter. This letter will contain the following information (as a minimum):
*The date of the initial payment.
*The amount of the initial payment.
*The reason for issuing the refund.
*The date the refund was agreed.
*The date the refund will be issued.
*The form the refund will take (cheque, credit card reversal, bank transfer)
We endeavour to complete all refunds within 28 days
Where the refund is due to the reasons above we reserve the right to retain a portion of the initial fee to cover administration costs. This amount will not exceed 40% or £175.00 (whichever is the smaller amount) of the total product price and not the price paid. An itemised log of the charges levied in this respect will accompany the balance of refund. Any refund made on a prorata basis on 5% per month on a 12 month agreement. The prorata date will be started from the date the refund has been agreed and accepted by both parties Complaints handling procedure Overview:
In situations where a client is unhappy or dissatisfied with the service provided by Lets in the Sun Limited they may file a complaint with the company, either via email or in writing, up to six months after the cause has been identified. Our internal complaints handling procedure is set out below.
1.1: The ‘Company’ refers to Lets in the Sun Limited.
1.2: The ‘Client’ will be an individual or entity who is or has been dealing with Company within the previous twelve months.
1.3: The ‘Contract’ refers to the terms of engagement between the Client and the Company relating to the supply of services.
1.4: ‘Services’ means all or any of the services as specified in the contract.
1.5: ‘Third-party’ means any person, firm or company that has been involved with either the Company or the client.
2.1: The time frame within which an issue should be brought to the Company is eleven months from the date that the agreement was made.
2.2: The Company will respond in writing to any complaint within five business days, confirming receipt of the complaint and indicating who will be dealing with the complaint.
2.3: Within four weeks the Company will send to the complainant either:
* A final response letter offering redress or resolution OR
* A holding response letter explaining why the Company is not yet in a position to resolve the complaint and when further contact will be made (within eight weeks of the original complaint)
2.4: After a maximum of eight weeks have elapsed the Company will send to the complainant either a final response letter indicating what action has/will be taken to resolve the issue.
3: Complaint Handling
3.0: The company will appoint a specific individual to deal with the client on a case by case basis
3.1: A unique complaint reference number will be issued to each complainant upon instigation of any complaint.
3.2: The name of the appointed complaints investigator will be sent to the complainant once appointed.
3.3: The complaints investigator will have full authority to deal with and settle the complaint (offering redress, where appropriate)
3.4: A direct telephone number, email address and physical address will be supplied to the complainant in order to facilitate communication.
3.5: The complainant can, at any time, request that a different complaints investigator be assigned to the case.
4: Settlement and Offers of Redress
4.1: When a complaint has been upheld by the Company, the Company will discuss appropriate redress with the complainant.
4.2: Appropriate redress may not always involve financial redress. Dependent upon the situation the type of redress may include (but is not limited to) a formal apology in writing, an offer to do the work on or in the property without charge or financial redress.
4.3: Where appropriate redress is considered to take the form of a financial payment this may take the form of a partial or complete refund, an agreed amount of financial reimbursement not directly connected to the original contract or an amount of financial redress calculated in view of the original contract.
4.4: Where financial redress is deemed appropriate and has been agreed, it may include a reasonable rate of interest to have no higher rate than the prevailing rate as published by The Bank Of England on the day of settlement.
Customer service contact information Via Email firstname.lastname@example.org
Via Phone: +44 2870878212 +44 2870878171
Lets in the Sun Limited,
82 HIGH STREET
Revision of terms of service We reserve the right to revise the above Terms of Service at any time. Although it is your responsibility to be up to date with regard to changes to the Terms of Service, we will make reasonable efforts to notify you in the event of a significant change.
The following Booking Conditions together with the General Information contained on this website form the basis of your contract with Lets in the Sun, Marbella, Andalucia, Spain . Please read them carefully as they set out our respective rights and obligations.
[In these Booking Conditions, “you” and “your” means all persons named on the booking (including anyone who is added or substituted at a later date). “We” and “us” means Lets in the Sun .
All bookings are made subject to these booking conditions.
1. Making your booking
Bookings can be made by completing the online booking form and following the on-screen instructions or by contacting us direct 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. This invoice will be sent to the party leader. 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 5 working days of our sending it out.
Number of persons
Only those persons whose name appears on the Booking Form may use the property. The number of persons (adults and children) must not exceed the number of sleeping places indicated on the website. The substitution of persons during the rental period is forbidden unless previously agreed
On arrival the you must present your confirmation details as well as your passport or identity card to us.
In order to confirm your stay, a deposit of 25% of the full payment (or full payment if booking within 56 days of departure) must be paid at the time of booking.
This deposit is not refundable in the event of your cancellation or failure to pay on time as set out below.
The balance of the cost of your stay must be received by us not less than 56 days prior to departure (or at the time of booking if this date has passed). This date will be shown on the confirmation invoice. If you have not paid in full and on time we reserve the right to treat your booking as cancelled by you. In this case the cancellation charges set out in clause 6 below will be payable.
2a Security Deposit Cover and damage waiver
You must either pay us a security deposit of 200.00 56 days before the start of your stay (or at the time of booking if this date has passed). Alternatively if offered, you may pay the non returnable breakage waiver. The latter covers you for any breakage claims up to the security deposit amount. It does not cover you for any surcharges or expenses incurred during your stay. Lets in the sun ltd operates a rule base which means it does not always offer the waiver and in those circumstances you have no alternative but to pay the security deposit in full
The cost of any damage or loss to the accommodation or to any items in and/or at the accommodation caused or any service charges incurred by you or any member of your party (for example telephone calls) will be deducted by us from the security deposit at the end of your stay or claimed from your waiver if you chose that option.
If no deductions are required your security deposit will be refunded in full to you 14 days after your departure from the accommodation back to your card used to pay for the booking unless that card has expired in which case we will not be able to refund back to the card and will instead contact you by email to ask you to add your bank details to your account area so that they can refund you by this alternative.
If you paid the non refundable waiver instead of the security deposit nothing is refunded after your stay whether a claim is made or not.
If there is a claim for damages or losses caused by you or your actions, or any service charges incurred by you, exceed that of the security deposit amount, regardless of whether you opted to pay the security deposit or the damage waiver you will be responsible for paying us any additional monies required immediately on request from us. If you fail to do so, you will be responsible for meeting any claims subsequently made against us (together with our own and the other party�s full legal costs) as a result of your actions.
3. Your contract
A binding contract between us comes into existence when the deposit payment is paid (see clause 2 above). If you cancel after paying the deposit our normal cancellation charges will apply. This contract and all matters arising out of it are governed by Spain law. We both agree that any dispute arising out of or connected with your holiday will be dealt with by the Courts of Spain.
- The cost of your stay
We reserve the right to increase or decrease the prices of accommodation at any time. 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 both advertised and confirmed prices. We will do so as soon as we become aware of the error.Please note, changes and errors occasionally occur. You must check the price of your stay at the time of booking.5. Changes by you
Should you wish to make any changes to your confirmed booking, you must notify us by email as soon as possible. Whilst we will endeavour to assist, we cannot guarantee we will be able to meet any such requests. Where we can, an amendment fee may be payable together with any costs incurred by ourselves.
6. Cancellation by you
Should you need to cancel your stay after the contract has begun (see clause 3 above), the party leader must immediately advise us either by cancelling online or advising us in writing. Your notice of cancellation will only be effective when we receive it in writing at our offices. As we incur costs from the time we confirm your booking and may be unable to re-sell your period of stay, the following cancellation charges will be payable. Where the cancellation charge is shown as a percentage, this is calculated on the basis of the total cost of the booking excluding amendment charges. Amendment charges are not refundable in the event of cancellation.
|Period before start of stay within which written/email notification of cancellation is received by us||Cancellation charge|
|more than 8 weeks||deposit only|
|less than 8 weeks||deposit + 20% of balance|
|less than 6 weeks||deposit + 40% of balance|
|less than 4 weeks||deposit + 60% of balance|
|less than 2 weeks||deposit + 80% of balance|
|less than 1 weeks||deposit + 100% of balance|
Depending on the reason for cancellation, you may be able to reclaim these cancellation charges (less any applicable excess) under the terms of any insurance policy you may have. Claims must be made directly to the insurance company concerned.
It is strongly recommended that you take out adequate travel insurance. Please read your policy details carefully. It is your responsibility to ensure that the insurance cover you purchase is adequate for your particular needs. Travel insurance can be purchased separately .
8. 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 tell 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 departure but before the scheduled end of your time away. 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.
9. 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, fire and all similar events outside our control.
10. Our Liability to you
10.1. 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: –
(a) the fault of the person(s) affected or any member(s) of their party or
(b) 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
(c) an event or circumstance which could not have predicted or avoided even after taking all reasonable care (see clause 9)
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 other 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.
10.2. The promises we make to you 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.
10.3. *We limit the maximum amount we may have to pay you for any and all claims or parts of claims which do not involve personal injury, illness or death. Except where loss of and/or damage to luggage or personal possessions is concerned or a lower limitation of liability applies to your claim, the maximum amount we will have to pay you for such non personal injury claims if we are found liable to you on any basis is twice the price (excluding insurance premiums and amendment charges) paid by or on behalf of the person(s) affected in total. This maximum amount will only be payable where everything has gone wrong and you have not received any benefit at all from your stay.
*Where we are found liable for loss of and/or damage to any luggage or personal possessions (including money), the maximum amount we will have to pay you is �35 per person affected as you are assumed to have taken out adequate insurance at the time of booking.
11. 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.
13 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.
14. Passports, visas and health requirements
It is your responsibility to ensure that you are in possession of all necessary travel and health documents (including Passports and Visas (where applicable) before departure. You must pay all costs incurred in obtaining such documentation. If you or any member of your party is not a British citizen or holds a non-British passport, you must check passport and visa requirements with the Embassy or Consulate of the country(ies) to or through which you are intending to travel.
15. Prices and Website Accuracy
Please note, the information and prices shown on our website may have changed by the time you come to book your stay. Whilst every effort is made to ensure the accuracy of the website and prices at the time of requesting the booking, regrettably errors do occasionally occur. You must therefore ensure you check all details of your stay (including the price) on your booking acceptance.
In the event of any problems you must contact us immediately, plus you undertake to do your best to resolve or minimise the problem in order to avoid any prejudices that could result. you must immediately get in touch with us by telephone on the day of your arrival, confirming your complaint in writing within 24 hours by fax or by e-mail. You are obliged to give us the time necessary to resolve the problem.
Should there be no written complaint supplied as above specified and you leave the accommodation prematurely
and without an explicit authorisation by us, you forfeit your rights for a refund of the rental price, unless the terms of this contract have been breached. Complaints received at the end of the stay will not be taken into consideration and no refunds will be given.
Please note that the property is not an official tourist structure, such as an hotel, residences, etc. but a private dwelling. Being such, there is no standard or categories that are internationally recognised, indeed it reflects the architecture and furnishings, the local traditions and the personal taste of the owner. This is precisely the kind of holiday that we offer: the chance to partake in the culture of the area chosen, living for a few weeks in the same surroundings as an inhabitant would. We cannot however exclude the possibility that these differences can sometimes result in minor inconveniences – due to the special nature of its architecture and of traditions in the area – but which cannot be accepted as complaints.