Terms and Conditions

YHA Contact Centre Hours

Monday - Friday: 8am - 8pm
Saturday: 9am - 5pm
Sundays + Bank Hols.: 10am - 4pm

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Terms and Conditions

YHA (England and Wales) is a registered charity and company limited by guarantee trading as YHA whose registered office is at Trevelyan House, Dimple Road, Matlock, Derbyshire DE4 3YH (registered company number 00282555, registered charity number 306122) and referred to in these terms and conditions as 'YHA', 'we' or 'us'.
1. General

1.1 Glossary

"Booking" means a booking for a stay at a Youth Hostel and includes accommodation, any meals and any Third Party Services;

"Contract" means the agreement between us and you to fulfil a Booking or purchase a Product;

"Customer" means any customer who makes or is making a Booking with YHA or purchases a Product from YHA and references to 'you' and 'your' shall have the same meaning;

"Group" means an organised, official group of 5 or more people formed with a constitution and/or memorandum and articles and as explained in further detail in clause 4.

"No-Show" means a guest who does not arrive and gives no notice or indication of intent

"Product" means a book, souvenir or other product sold by YHA;

"Third Party Services" means WiFi, attraction tickets;

"Writing" means letter, fax or email;

"YHA" means the Youth Hostels Association (England and Wales);

"Youth Hostel" means a youth hostel run by YHA;

1.2 These conditions and any matters referred to by us, form the entire understanding between you and us and supersede any prior promises, representations (unless fraudulent) or undertakings.

1.3 Any omission or error in any sales literature, web page or site, order form, quotation, price list, order acknowledgement, despatch note, invoice or other document issued by us may be corrected by us without liability. We will advise you of any changes at the time of making a Booking or purchasing a Product or as soon as is reasonably possible thereafter.

1.4 The provisions of the Contracts (Rights of Third Parties) Act 1999 are expressly excluded from the Contract so that no third party may claim any rights under any Contract.

1.5 Different types of membership are available to suit all our Customers, click here to reach our membership home page or call 01629 592700 or 0800 0191 700 for a full list. Membership is subject to a 14-day cooling off period after which time it is non-refundable.

2. Making a Booking or purchasing a Product

2.1 All Bookings and Products are subject to acceptance by us and we will confirm such acceptance to you by sending you an e-mail that confirms that the Booking or the purchase of the Product has been successful. The Contract between us will only be formed when we send you this confirmation. If you have made multiple orders, the Contract will only relate to the order or part of the order which has been confirmed as successful. All Bookings and Products are subject to availability and YHA reserves the right to decline any Booking or purchase of a Product at its discretion.

2.2 A Booking cannot be amended unless agreed between an authorised representative of YHA and you.

2.3 Bookings to stay at a Youth Hostel may be made by visiting our website at www.yha.org.uk, by telephoning the YHA Contact Centre or by telephoning the hostel direct.

2.4 Members rates are only available by booking directly with YHA (England and Wales). If you book at a member price, you will be required to provide proof of membership or purchase the relevant membership upon arrival (see clause 1.5). If you do not hold or buy membership, you will be required to pay the published overnight rate as at the time of your booking.

2.5 By making a Booking or purchasing a Product you warrant that you are legally capable of entering into a binding contract and that the information you have provided to us is correct. All Bookings and purchases made by telephone, fax or other forms of distance communication are made subject to these terms and conditions and the person placing the Booking warrants that he/she has the full authority to do so on behalf of all the persons they are making a Booking for, and confirms that all such persons are aware of and accept these conditions.

2.6The maximum length of stay at one location for all bookings is two weeks.

2.7 Camping
Arrival and Departure Times:
On arrival, please report to the hostel reception before pitching. For arrival and departure times, please see the individual hostel information pages. If you wish to arrive outside of these hours, please contact the hostel directly. Please note that we are unable to allow under 16 year olds to camp at our sites without adult accompaniment.
Noise policy and behaviour:
We operate small scale quiet, relaxed and laid back campsites. Loud noise doesn't fit into the vibe of communal camping and we reserve the right to remove any campers who act inappropiately or or do not follow our noise guidelines. We ask that campers please respect fellow campers and other hostel users and therefore keep noise to a minimum from 10.30pm to 7.00am. Amplified radios/stereos, loud music or percussion instruments are therefore not permitted on our campsites. The booking lead name will be taken as being responsible for the behaviour of all party members whilst on site.
Dogs and pets:
Unfortunately due to the small nature of many of our sites, we are unable to accept dogs or any other pets.
Open fires and ground level barbecues are not permitted, except as specified on the individual hostel pages. The use of generators is also not permitted on the site. Cutting or damaging trees and other vegetation is strictly prohibited and we request that all campers respect the natural conditions of, and around, the campsite.


3. Payment

3.1 Payments shall be made in such format as we may agree with you when you place an order.

3.2 In order for us to confirm your Booking or purchase you must pay us the appropriate sum, as set out below: -

Individual Bookings

3.2.1 for Bookings made via the YHA Contact Centre, the YHA Website or at a Youth Hostel, full payment is required when you request a Booking;

Group Bookings

3.2.2 Group Bookings made more than 7 months in advance of arrival date A provisional booking can be held for up to a maximum of 14 days without payment. A first deposit of 10% of the total booking value is required. Your first payment will confirm acceptance of the group booking terms and conditions stated in this document. A further deposit of 15% of the total booking value is due 6 months before arrival and the full balance is due 8 weeks before arrival.

3.2.3 Group Bookings made within 7 months of arrival date A provisional booking can be held for up to a maximum of 14 days without payment. A deposit of 25% of the total booking value is required. Your first payment will confirm acceptance of the group booking terms and conditions stated in this document. The full balance is due 8 weeks before arrival.

3.2.4 Group Bookings made within 12 weeks of arrival date A provisional booking can be held for up to a maximum of 7 days without payment. The total booking value should be paid at least 8 weeks before arrival.

YHA will, where applicable, send you an invoice for all payments at least two weeks before the payment due date, based on the latest guest numbers provided. If payment is overdue at any stage, YHA reserves the right to remove any free leader places, discounts or eligibility for exclusive hostel usage or cancel your booking.

Purchases of Products

3.2.5 for purchases of all Products full payment is required at the time of purchase.

3.3 If any payment under these terms and conditions is overdue, then without prejudice to our other rights and remedies we may cancel your Booking and/or we may suspend the supply and/or deliveries of any other services being provided to you by YHA.

3.4 Deposits payable under clause 3.2 are non-refundable except in the circumstances set out in clauses 6 and 7.

4. Group Bookings

4.1 Groups are defined as being an organised official group having a constitution or memorandum and articles and comprising of 5 or more people. Such Groups are entitled to hold Group membership. These 'Groups' are entitled to Group terms and conditions and overnight discounts applicable to the relevant demographic of the Group when booking through the contact centre or direct with the hostel. If such Groups choose to book through the website they will be subject to non-Group terms and conditions and will have to make full payment at the time of booking.

4.2 People travelling as an informal group with friends or family are not entitled to Group membership and should purchase the appropriate memberships through the methods set out in clause 1.5.

4.3 Group leaders accompanying the Group are responsible for the discipline and behaviour of their Group. Group leaders are responsible for all damage caused by their action or inaction, or the actions or inactions of those in their Group. If any Group is given sole use of a Youth Hostel(s) it shall not offer for sale to the general public or publicly advertise the sale of Youth Hostel facilities or services without the prior written agreement of YHA.

5. If you change your Booking
Individual Bookings - single Youth Hostel

5.1 Changes requested from the date your Booking is accepted will be treated as cancellations (see clause 6 below).

Individual Bookings - multiple Youth Hostels

5.2 Any individual hostel may be cancelled without affecting the whole itinerary subject to clause 6.

Group Booking - single or multiple Youth Hostels

5.3 subject to availability, you may change a Group Booking to a different Youth Hostel or different dates up to 6 months before your arrival date.

5.4 If, less than 6 months before your arrival date, you wish to change a Group Booking, such a change shall be treated as a cancellation and shall be subject to our standard refund policy (see clause 6.4), subject to the exception in clause 5.5.

5.5 Changes to Numbers A Group Booking can decrease in guest numbers by up to 10% up to 8 weeks before arrival without incurring a cancellation fee. Thereafter any additional decreases in Group numbers will be considered a cancellation and the cancellation charges will apply. Cancellation charges will be calculated on a per person basis.

5.6 All changes shall be subject to the availability of a suitable alternative.

6. If you cancel your Booking - our refund policy

6.1 All Booking cancellations are subject to our refund policy, contained within this clause.

6.2 All refunds are calculated according to the time between notification of the cancellation being received by YHA and the time of the first night of your stay. The first night of your stay is defined as starting at 12pm (12 noon).

6.3 Individual bookings – please call the hostel to cancel your booking.

6.3.1 Single Youth Hostel Bookings

Please note that you cannot cancel part of a Booking without cancelling the whole Booking and re-booking. Such cancellations will be subject to our refund policy below.

  Cancellation of the whole Booking
24 hours or more notice We will refund 90% of the total Booking.
Less than 24 hours notice We will refund the total Booking less the full cost of the first night's stay including any meals and/or Third Party Services.
No Show No refund

Single Hostel Promotional Bookings are non-refundable and non-transferable.

Eden Sessions Tickets
Please note that ‘Eden Project Entry Tickets’, 'Eden Sessions Tickets’ and any YHA Eden Project bookings made that include a Sessions event are non-refundable and non-transferable.

6.3.2 Multiple Youth Hostel Booking

Please note that whilst you can cancel your whole Booking with one Youth Hostel from within your multiple Youth Hostel Booking, you cannot cancel part of a Booking with one Youth Hostel. If you wish to do this, you must cancel the whole Booking with that Youth Hostel and re-book.

  Cancellation of the whole Booking
24 hours or more notice
We will refund 90% of the total Booking.
We will refund 90% of the total Booking.
Less than 24 hours notice
We will refund the total Booking less the full cost of the first night's stay including any meals and/or Third Party Services.
We will refund the cost of the stay at the cancelled hostel less the first night's stay at that cancelled hostel including any meals and/or Third Party Services.
No Show
No refund
No refund

Multiple Hostel Promotional Bookings are non-refundable and non-transferable.

6.4 Group Bookings Please notify the hostel immediately of any cancellations. Our cancellation charges depend on the notice period given and are shown below:

No. of days before arrival Cancellation Charge Payable
more than 56 days Any deposits already paid
55 - 42 days 30% of the total cost of your stay
41 - 28 days 60% of the total cost of your stay
27 - 15 days 90% of the total cost of your stay
14 days or less 100% of the total cost of your stay

Cancellation charges will be calculated on a per person basis.

Group Hostel Promotional Bookings are non-refundable and non-transferable.

6.5 Promotional Bookings Terms & Conditions

Promotional offer terms and conditions apply throughout the offer period for stays of one night or more at any participating YHA property and all reservations are paid in full prior to arrival. Any additional Products or services included in these offers cannot be cancelled. No amendments or refunds can be made and offers are non-transferable. Offers are available at selected locations only and are subject to availability. Advertised rates are inclusive of VAT. This does not affect your rights should YHA cancel your Booking in which case clause 7 applies.

6.6 Third Party Services

WiFi and attraction tickets are payable 100% in advance. Any such purchases will be considered part of your Booking and any cancellations of these Third Party Services will be dealt with in accordance with clause 6.3 or clause 6.4 as appropriate. Please note that ‘Eden Project Entry Tickets’, 'Eden Sessions Tickets’ and any YHA Eden Project bookings made that include a Sessions event are non-refundable and non-transferable.

6.7 YHA Products

Books, souvenirs and other YHA Products can only be delivered to United Kingdom addresses, for delivery of YHA Products outside the United Kingdom please call YHA Customer Services team on 0800 0191 700 / +44 (0) 1629 592700; Monday - Friday, 8am - 8pm or Saturday 9am - 5pm. Products can be returned to us in their original condition and packaging within 30 days of the date you received the item for a full refund. Postage for returning such Products will not be refunded unless the item is faulty or damaged.

Donations are non-refundable unless an error is made by YHA during processing.

Gift vouchers are non-refundable.

Memberships are fully refundable through our contact centre for 14 days from the date of purchase, after which memberships are non-refundable. 

6.8 Applying for a refund – please apply within 90 days of cancellation.  Please print this form and return it by post or fax. Please do not email completed forms back to YHA - any forms received by email are automatically deleted without being processed

Applications are usually processed within 28 days of receipt.  Please complete all relevant sections of this form.  Incomplete forms will not be processed.

For any queries please call (UK) 01629 592 700, (outside UK) 00 44 1629 592700.


7. If we change your Booking

In the unlikely event it becomes necessary to change your Booking, in total or in part, YHA will inform you as soon as is reasonably possible of any necessary changes. You will have the choice of: accepting the changed arrangements; or purchasing another Booking from YHA (and paying or receiving a refund in respect of any differences); or cancelling your Booking and receiving a full refund of all payments made.

8. Delay or Failure to Perform

We will not be liable to you if we are prevented or delayed in the performing of any of our obligations to you if this is due to any cause beyond our reasonable control including (without limitation): an act of God, explosion, flood, fire or accident; war or civil disturbance; strike, industrial action or stoppages of work; any form of government intervention; a third party act or omission; failure by you to give us a correct delivery address or notify us of any change of address.

9. Our liability to you

9.1 YHA will ensure that the accommodation and /or other services you order from us are provided in accordance with these terms and conditions and shall be provided by us with reasonable skill and care.

9.2 Where an element of your Booking is not provided to the standard stated in clause 9.1 you must notify us within 28 days of the alleged breach. We shall then investigate the matter and if we have not delivered the services in accordance with clause 9.1 you shall be entitled to choose between: a full refund of the cost of your order (or, where appropriate, the relevant section of it) less any fees charged for changes requested by you; or a free stay to the equivalent value of the services complained of, where such dates are agreed in Writing by us.

9.3 We will not be liable to you by way of representation (unless fraudulent), common law duty or under any express or implied term of the contract for: any losses which are not foreseeable by both you and us when the Contract is formed arising in connection with the supply of the services or their use by you; any losses which are not caused by any breach by us; or business or trade losses.

9.4 Our entire liability in connection with the Contract will not exceed the value of the Products purchased or the Booking made less any amendment charges paid to us.

9.5 Except in relation to death or personal injury caused by our negligence YHA's liability remains, at all times, limited to the value of the Products purchased or the Booking made, excluding any amendment charges paid to us.

10. Behaviour

If your behaviour or the behaviour of any member(s) of your Group is deemed to be unacceptable or causes damage, your Booking may be terminated and you may be asked to leave YHA premises. Your membership card will be retained pending further enquiry. No whole or part refunds will be made under these circumstances.

11. Written communication

When using our website you accept that communication with us will be mainly electronic. We will contact you by e-mail or provide you with information by posting notices on our website. By using this website you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in Writing. This condition does not affect your statutory rights.

12. Governing Law and Jurisdiction

The contract is subject to English law and the exclusive jurisdiction of the English Courts.

13. Severability

If any of these terms and conditions or any provisions of a Contract with you are determined to be invalid unlawful or unenforceable to any extent, such term, condition or provision will to that extent be removed from the remaining terms, conditions or provisions which will continue to be valid to the fullest extent permitted by law.

14. Changing these Terms and Conditions

We have the right to revise and amend these terms and conditions from time to time. You will be subject to the terms and conditions in force at the time that you make a Booking or purchase Products from us, unless any change is required to be made by law or if we notify you of the change to these terms and conditions before we confirm that your Booking or purchase has been successful.

15. Your Information

We will only store and use the information you supply to us for the purposes of carrying out our Contract with you and and to collect valuable feedback about how satisfied you were with the services provided. If you do not wish to receive requests for your feedback, please let us know by: emailing us at contactus@yha.org.uk; or telephoning us on freephone number 08000 191 700; or Writing to us at the address noted above. In the event that your membership is withdrawn or you are notified that you are no longer able to stay at YHA properties (on the grounds of unacceptable behaviour), your personal details will be shared with all YHA properties to ensure that you are not permitted to stay in the future.

16. Privacy Statement

For a copy of our Privacy Statement, please click here

17. Valid ID Required

We work hard to create a safe and welcoming atmosphere for all of our guests. To assist with this you may be asked to provide valid ID on arrival at your chosen hostel. We reserve the right to ask for ID from any guest on check in. We reserve the right to refuse accommodation at our discretion.

Acceptable forms of ID to include passport, identity card, approved photo ID cards, driving licence, student ID card or credit cards that match the name on the booking.


Terms and conditions last updated 9th February 2015



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