Our Terms and Conditions

Updated 1 January 2022

1. These terms

1.1 What these terms cover. These are the terms and conditions on which we supply services to you.  

1.2 Why you should read them. Please read these terms carefully before you submit your booking to us. These terms tell you who we are, how we will supply services to you, whether this be a retreat or tour, how you and we may change or end the contract, what to do if there is a problem and other important information.

2. Information about us and how to contact us

2.1. Who we are. We are The Textile Retreat Company Ltd a company registered in England and Wales. Our company registration number is 11760111 and our registered office is at Acre House, 11 - 15 William Road, London NW1 3ER

2.2. How to contact us. You can contact us by telephoning our customer service team on +44 7917 806905 or by writing to us at lizzie@textileretreats.com. 

2.3. How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your booking.

2.4. "Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.

3. Our contract with you

3.1. How we will accept your booking. Our acceptance of your booking will take place when we email you to accept it, at which point a contract will come into existence between you and us.

3.2. If we cannot accept your booking. If we are unable to accept your booking, we will inform you of this and will not charge you for the service. This might be because the tour or retreat is at full capacity, because of unexpected limits on our resources which we could not reasonably plan for or because we have identified an error in the price or description of the service.

3.3. Your booking number. We will assign a booking number to your booking and tell you what it is when we accept your booking. It will help us if you can tell us the booking number whenever you contact us about your booking. By making a booking with us, you agree to abide by any local laws and customs that we communicate to you, in addition to complying with our coronavirus policy, details of which can be found here.

4. Your rights to make changes.

If you wish to make a change to the service you have booked please contact us. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the service or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to end the contract (see clause 8- Your rights to end the contract).

5. Our rights to make changes

5.1. Minor changes to the services. We may make minor changes to a service, whether a tour or retreat to reflect changes in relevant laws and regulatory requirements.  

5.2. More significant changes to the services and these terms. In addition, we may make the following changes to a service, but if we do so we will notify you and you may then contact us to end the contract before the changes take effect and receive a refund for any services paid for but not received:

5.2.1. change of location;

5.2.2. change of accommodation;

5.2.3.changes to the itinerary i.e. places of interest/museum/tutor/artistt.

6. Providing the services

6.1. When we will provide the services. During the booking process we will confirm the date of the retreat or tour. 

6.2. We are not responsible for delays outside our control. If our supply of the services is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any services you have paid for but not received.

6.3. What will happen if you do not give required information to us. We may need certain information from you so that we can supply the services to you, for example, any medical information, Covid-19 vaccination status, details of any ailments you may be suffering from and/or allergies you may have, as well as any dietary requirements. We will contact you to ask for this information. If you do not give us this information within a reasonable time of us asking for it, or if you give us incomplete or incorrect information, we may either end the contract (and clause 10.2 will apply) or make an additional charge of a reasonable sum to compensate us for any extra work that is required as a result. We will not be responsible for not supplying any part of the services if this is caused by you not giving us the information we need within a reasonable time of us asking for it.

6.4. Reasons we may suspend the supply of the service to you. We may have to suspend the service to:

6.4.1. deal with technical problems or make minor technical changes;

6.4.2. update the service to reflect changes in relevant laws and regulatory requirements;

6.4.3. make changes to the service as requested by you or notified by us to you (see clause 5).

6.5 Your rights if we suspend the service. We will contact you in advance to tell you if we need to postpone the service and rearrange a date. You may contact us to end the contract for a service if we have to postpone it and we will refund any sums you have paid in advance for the service in respect of the period after you end the contract.  Please note that in the event that we need to postpone the service and rearrange a date, we are not liable for any cancellations you may have to make as a result of the service being postponed. 

7. Insurance

We strongly recommend that you have adequate travel and health insurance policies in place should you need to cancel your booking due to unexpected events. We would recommend that your insurance cover includes, but is not necessarily limited to: illness, personal accident and injury, medical expenses, return flights in the event of injury (if applicable), missed flights (if applicable), any other specific personal conditions which may result in you not being able to attend your booking. It is also recommended that your insurance includes personal liability cover in case of accidental damage caused by you as this will not be covered by our insurance.

8. Your rights to end the contract

8.1. You can always end your contract with us.  Your rights when you end the contract will depend on whether there is anything wrong with the service, how we are performing and when you decide to end the contract:

If what you have bought is misdescribed you may have a legal right to end the contract (or to get some or all of your money back) see clause 11. Please note that you must make us aware of your complaint as soon as reasonably practicable. If you feel that a part of the service is misdescribed, you must inform us at the time, and not after the event, so that we have an opportunity to address the issue.

8.1.1. If you want to end the contract because of something we have done or have told you we are going to do, see clause 8.2;

8.1.2. In all other cases (if we are not at fault) see clause 8.3.

8.2. Ending the contract because of something we have done or are going to do. If you are ending a contract for a reason set out at 8.2.1 to 8.2.4 below the contract will end immediately and we will refund you in full for any services which have not been provided and you may also be entitled to compensation. The reasons are:

8.2.1 we have told you about an upcoming change to the service or these terms which you do not agree to (see clause 5.2);

8.2.2 we have told you about an error in the price or description of the service you have booked and you do not wish to proceed;

8.2.3 there is a risk that supply of the service may be significantly delayed because of events outside our control; 

8.2.4 you have a legal right to end the contract because of something we have done wrong.

8.3. Consumer Contracts Regulations 2013. For most services bought online customers have a legal right to change their mind within 14 days and receive a refund.  The services provided by us fall within an exemption under the Consumer Contracts Regulations 2013 which do not afford you with the benefit of the right to cancel. This means that once you have made your booking and it has been accepted by us, you do not have the right to change your mind within 14 days to cancel your booking and receive a refund. 

8.4. Ending the contract where we are not at fault. Even if we are not at fault, you can still end the contract before it is completed, but you may have to pay us compensation. A contract for services is completed when we have finished providing the services, for example, when a tour or retreat is complete, and you have paid for them. If you want to end a contract before the service is completed where we are not at fault, just contact us to let us know. The contract will end immediately and we will refund any sums paid by you for services not provided but we may deduct from that refund (or, if you have not made an advance payment, charge you) reasonable compensation for the net costs we will incur as a result of your ending the contract.  

If you find you need to end the contract and cancel your place at any time and for any reason up to 14 days before the start of the workshop we will refund what you have already paid minus the non-recoverable costs at the point of cancellation.  If we are subsequently able to re-sell your place on the workshop we will refund you the non-recoverable costs as well,  minus any bank charges to process your payments as well as a reasonable administration cost.   Please note there can be no refund if you cancel fewer than 14 days before the start of the workshop.  If we need to cancel the workshop at any time and for any reason you will be offered a place on a postponed workshop or a full refund. 

We strongly recommend that you take out appropriate and adequate insurance. There are policies available that cover you for all risks and eventualities.

9. How to end the contract with us

9.1. Tell us you want to end the contract. To end the contract with us, please let us know by doing one of the following:

9.1.1. Phone or email. Call customer services on +44 7917 806905 or email us at lizzie@textileretreats.com.  Please provide your name, home address, details of the booking and, where available, your phone number and email address.

9.1.2. Online. Complete the form on our website www.textileretreats.com/cancellation-request

9.1.3. By post. Write to us at the Textile Retreat Company, Acre House, 11-15 William Road, London NW1 3ER including details of what you bought, when you booked or received it and your name and address.

9.2. How we will refund you.  We will refund you the price you paid for the service by the method you used for payment. However, we may make deductions from the price, as described below.   

9.3. When your refund will be made. We will make any refunds due to you as soon as possible. 

10. Our rights to end the contract

10.1. We may end the contract if you break it. We may end the contract at any time if:

10.1.1. you do not make any payment to us when it is due and you still do not make payment within 30 days of us reminding you that payment is due;

10.1.2. you do not, within a reasonable time of us asking for it, provide us with information that is necessary for us to provide the services;

10.1.3. we consider that your behaviour is disruptive, abusive or threatening and/or you are causing disruption to other customers or to the provision of the service. In such circumstances, we reserve the right to immediately end the contract with you and to request that you depart from the retreat or tour immediately and you will not be entitled to a refund for any part of the service that was not provided to you as a result of your behaviour.

10.2. You must compensate us if you break the contract. If we end the contract in the situations set out in clause 10.1.1 and 10.1.2 we will refund any money you have paid in advance for services we have not provided but we may deduct or charge you reasonable compensation for the net costs we will incur as a result of your breaking the contract.

10.3.  We may withdraw the service. We may write to you to let you know that we are going to stop providing the service. We will let you know as soon as reasonably possible in advance of our stopping the supply of the service and will refund any sums you have paid in advance for services which will not be provided. 

11. If there is a problem with the service

11.1. How to tell us about problems. If you have any questions or complaints about the service, please contact us. You can telephone our customer service team at +44 7917 806905 or email us at lizzie@textileretreats.com or write to us at The Textile Retreat Company, Acre House, 11-15 William Road, London NW1 3ER.  

11.2. Summary of your legal rights. We are under a legal duty to supply services that are in conformity with this contract. See the box below for a summary of your key legal rights in relation to the service. Nothing in these terms will affect your legal rights.

Summary of your key legal rights

This is a summary of your key legal rights. These are subject to certain exceptions. For detailed information please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 04 05 06.

In relation to the provision of a service the Consumer Rights Act 2015 says:

a) You can ask us to repeat or fix a service if it's not carried out with reasonable care and skill, or get some money back if we can't fix it.

b) If you haven't agreed a price beforehand, what you're asked to pay must be reasonable.

c) If you haven't agreed a time beforehand, it must be carried out within a reasonable time.

12. Price and payment

12.1. Where to find the price for the service. The price of the service will be the price indicated on our website when you placed your booking. We will use our best efforts to ensure that the price of the retreat or tour advised to you is correct. However please see clause 12.2 for what happens if we discover an error in the price of the retreat or tour you have booked.

12.2. What happens if we got the price wrong. It is always possible that, despite our best efforts, some of the services we sell may be incorrectly priced. If we accept and process your booking where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid.

12.3. When you must pay and how you must pay. We accept payment with Visa, Mastercard and American Express.  Bank transfer payments to our Santander bank account and our currency account with TransferWise. You must make an advance payment of 15% of the price of the retreat or tour when making your booking. We will subsequently invoice you for 50% of the balance price of the retreat or tour six months prior to the commencement of the service and thereafter invoice you for the remaining balance three months before the service commences. You must pay each invoice within 30 calendar days after the date of the invoice.

12.4. We can charge interest if you pay late. If you do not make any payment to us by the due date we may charge interest to you on the overdue amount at the rate of 4% a year above the base lending rate of the Bank of England from time to time. This interest shall accrue on a daily basis from the due date until the date of actual payment of the overdue amount, whether before or after judgment. You must pay us interest together with any overdue amount.

12.5. What to do if you think an invoice is wrong. If you think an invoice is wrong please contact us promptly to let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute is resolved we will charge you interest on correctly invoiced sums from the original due date.

13. Our responsibility for loss or damage suffered by you

13.1. We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales process.  

13.2. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of your legal rights in relation to the services as summarised at clause 11.2.

13.3. We are not liable for business losses. We only supply the services for domestic and private use. If you use the services for any commercial, business or re-sale purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

14. How we may use your personal information

14.1. How we may use your personal information.  Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our privacy policy, which can be viewed here. Our privacy policy explains what personal information we collect from you, how and why we collect it, store, use and share such information, your rights in relation to your personal information and how to contact us and supervisory authorities if you have a query or complaint about the use of your personal information.

14.2. Photographs for promotional and marketing use. We may take photographs of you during the supply of services and use these on our website and any promotional material for promotional and marketing purposes. Should you wish us not to publish any photographs of you please contact us to let us know.

15. Virtual Events

Due to the nature of a virtual, online class we cannot be responsible for the safety of the equipment participants use or the conditions in which they are used. If at any point you are concerned about safety you should stop and ask for clarity. The equipment you use and the environment is under your control.

16. Other important terms

16.1. Punctuality. Where specific timings are detailed on any itinerary we ask you to be punctual at all times. Where timings are not adhered to and as a result you miss an exhibition, tour, event or anything similar, including any transportation arranged by us, we are not responsible for any liability incurred by you in respect of rearranging an alternative exhibition, tour, event, or anything similar, including transportation and the associated costs.

16.2. We may transfer this agreement to someone else. We may transfer our rights and obligations under these terms to another organisation. We will contact you to let you know if we plan to do this. If you are unhappy with the transfer you may contact us to end the contract within 14 days of us telling you about it and we will refund you any payments you have made in advance for services not provided].

16.3. You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

16.4.  Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms. Neither of us will need to get the agreement of any other person in order to end the contract or make any changes to these terms.

16.5. If a court finds part of this contract illegal, the rest will continue in force. Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

16.6. Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment and we do not chase you, we can still require you to make the payment at a later date.

16.7. Which laws apply to this contract and where you may bring legal proceedings. These terms are governed by English law and you can bring legal proceedings in respect of the services in the English courts. If you live in Scotland you can bring legal proceedings in respect of the services in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the services in either the Northern Irish or the English courts.