Rustic to Renaissance
TERMS AND CONDITIONS
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Rustic to Renaissance
CUSTOMER CARE CHARTER
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1.
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Rustic to Renaissance reserve the right to edit copy or amend the layouts or other material supplied, or property advertisements, proofs, drawings, designs, and similar articles, should they consider it necessary.
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On rare occasions we receive complaints from dissatisfied users of properties advertised with Rustic to Renaissance. In proportion to the holidays taken the numbers are minuscule but we nevertheless think it wise to have a widely understood and agreed policy on how to deal with them.
We have taken legal advice and been told to "warn advertisers that the advertisements will be subject to the Trade Description Act 1968 (which covers false descriptions) and the Consumer Protection Act 1987 (which covers misleading prices) and therefore they should ensure the accuracy of their advertisements if they do not wish to be prosecuted. You might possibly add that the advertisers could also be sued for breach of contract if the properties are not as described."
We make it plain on our web site and in our Terms and Conditions that we cannot accept any legal responsibility for alleged breaches of contract on an advertiser's part, but we do consider it essential to maintain the good reputation of Rustic to Renaissance with the holiday public and the publications in which we advertise. Therefor we do investigate every complaint we receive.
The first thing we discover is that complaints range from the completely justified to the completely unjustified (in the eyes of the advertiser that is). In the cases of the justified complaints the solution should be simple. Advertisers acknowledge the problem and usually have already instituted the process of restitution. We merely have to write a confirmatory letter. In most cases we only hear of these when the complaint is sent simultaneously to the advertiser and us.
It is the partially justified to unjustified range which presents the difficulty. To be falsely accused is not a pleasant experience and we are aware that unreasonable complaints are made. Sometimes the owner is not sure himself of the true situation until he visits the property. To assist you in these circumstances we suggest the following:
- Encourage your satisfied customers to use the Rustic to Renaissance Customer Review Cards. These are kept on file and are used for on-line reviews to help customers select appropriate properties.
- If it is impossible to have someone supervise the property make sure, in joining instructions and repeated in the property itself, you explain what to do if something is wrong on arrival or goes wrong while they are there. Frequently with this type of complaint, the holidaymakers made no effort to rectify the fault themselves or contact the owner at the time by telephone.
A group of complaints hinge on differing expectations of the holidaymaker and the actuality of the property. Our editorial content on our web site includes sections on "making a booking" and "making the best use of Rustic to Renaissance" in which we point out the opportunity the client has to ascertain whether the property meets his particular needs. On their part advertisers should make clear the nature of their property and ensure that clients are properly informed.
We hope the above goes someway towards establishing a policy on complaints. We try, initially, to act as an 'honest broker' where there is a dispute and we are involved by one party or another. In many cases we are able to give positive assistance, but if we come to the conclusion that it is the advertiser who is behaving unreasonably, naturally we reserve the right to delete the property from our current availability list.
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2.
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Rustic to Renaissance will make every effort to safeguard all materials supplied and return them if required, but cannot be held responsible for any loss or damage, however caused, and for any loss or damage sustained as a result of non-publication or late publication of their web sites.
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3.
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Rustic to Renaissance reserve the right to determine the final design layout of the Rustic to Renaissance web sites, and any related electronic or printed material, and cannot be held responsible for any loss or damage or otherwise resulting from this design or the positioning of advertisements.
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4.
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Rustic to Renaissance will do its utmost to reproduce faithfully all advertisements submitted, but cannot be held responsible for any loss or damage or otherwise resulting from errors or omission.
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5.
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Deposits and payments must be made in British Pounds & cheques must be drawn on an UK bank.
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6.
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Rustic to Renaissance reserve the right to refuse any advertisement for the Rustic to Renaissance web sites, and will not be liable for any claim, damage, expenses, loss or other sum of any nature or claim arising, incurred or suffered as a result.
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7.
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Rustic to Renaissance cannot accept any legal responsibility for the accuracy of the advertisements, or any alleged breaches of contract on an advertiser's part. Furthermore the advertiser indemnifies Rustic to Renaissance against any action brought for alleged breach of contract.
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8.
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It is the advertiser's responsibility to obtain reproduction permission for all photographic and other material used in their advertisements. The advertiser warrants that he is the owner of the copyright in such material or is authorised by the owner thereof to grant to Rustic to Renaissance the rights therein contained. Rustic to Renaissance cannot be held responsible for any infringement of copyright laws resulting from material supplied by the advertisers. Rustic to Renaissance shall be entitled to reproduce part or whole of any photographic material supplied by the advertiser. Furthermore the advertiser indemnifies Rustic to Renaissance against any action brought for breach of copyright from the use of such material supplied by the advertiser.
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9.
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Rustic to Renaissance reserve the right to refuse hypertext links to other web sites from any advertisement, and to remove links or web site addresses without notice at our sole discretion. Furthermore Rustic to Renaissance reserve the right to charge for hypertext links at any time.
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10.
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If advertisers wish to have their advertisement removed from the Internet before the end of their subscription period, this will be done, but no refunds will be paid.
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11.
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Rustic to Renaissance also reserve the right to remove any advertisement from its web sites if the requirements set out in the Customer Care Charter is not followed.
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12.
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Rustic to Renaissance reserve the right to inspect any property being advertised although prior notice will normally be given.
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Rustic to Renaissance will do its utmost to provide uninterrupted internet access to the Rustic to Renaissance web site, but cannot accept any liability for any claim, damage, expense, loss or other sum of whatever nature which results from the web site becoming inaccessible, unavailable, or for any data failure whatsoever.
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