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 or other facility made available to book via YHA’s channels and includes accommodation, meals and any additional product or service (including those provided by a 3rd Party) purchased from YHA;

"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 formed with a constitution and/or memorandum and articles and as explained in further detail in clause 5;

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

"Writing" means letter, fax or email;

"YHA" means the YHA (England and Wales);

"Youth Hostel" means a youth hostel run by YHA or an independent owner Affiliated to 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, dispatch 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. You do not need to be a member to stay with YHA, however becoming a member gives you discounted rates when booking directly with YHA.

2. Making a Booking

2.1 All Bookings 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 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 are subject to availability and YHA reserves the right to decline any booking at its discretion. Upon receipt of this confirmation it is the responsibility of the customer to check all details confirmed are correct in terms of the customer’s requirements. If a customer considers there is an error, this must be brought to the attention of YHA within 14 days of receipt of the confirmation otherwise the contract will be considered to stand as per the terms outlined in this confirmation.

2.2 Bookings can only be discussed and amended by the customer who has made the booking and whose details are held on record by YHA.

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

2.4 Discounted rates for members 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, web 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.

2.6 The maximum length of stay at one location for all bookings is 14 days. Following any period of stay, greater than 10 days, guests may not return to the same hostel for at least 14 nights. Guests are not permitted to book consecutive stays in different hostels if the total of such stays exceeds 28 days. In such circumstances guests may not then return to stay at any hostel unless 14 days has passed since the last visit. YHA exists to create opportunities for all for education, recreation and exploration. We are not authorised to, and therefore we do not, provide semi-permanent housing. YHA cannot be used as a primary place of residence. Unless agreed otherwise in writing, this clause applies across multiple hostels. 

3. 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.

4. Payment

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

4.2 In order for us to confirm your Booking you must pay us the appropriate sum as set out in the terms below:

Individual Bookings

4.2.1 For Bookings made via the YHA Contact Centre, YHA Website or at a Youth Hostel, full payment is required at the point of Booking;

Group Bookings

4.2.2 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. To confirm 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.

4.2.3 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. To confirm 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.

4.2.4 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.

4.2.5 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.

4.3 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.

4.4 Deposits payable under clause 4.2 are non-refundable except in the circumstances set out in clauses 6 and 10.

5. Group Bookings

5.1 Groups are defined as being an organised official group having a constitution or memorandum and articles and comprising of 16 people or more. When booking through the YHA Contact Centre or direct with the hostel such Groups are entitled to hold Group membership. These 'Groups' are subject to the standard group terms and conditions and also any overnight discounts applicable to the relevant demographic of the Group. If a Group of less than 16 people book through the Contact Centre or the website they will be subject to non-Group terms and conditions and will have to make full payment at the time of booking.

5.2 Group booking will have a nominated group leader, who is responsible for making and overseeing the booking, including financial and legal responsibility.

5.3 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. The group payment terms & conditions will not be applicable.

5.4 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.

5.5 Groups 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.

5.6 Sole use of the hostel may be offered but will be subject to explicit agreement at the time of booking. Unless specifically highlighted in the confirmation, such guests will not be entitled to, nor should they expect sole-use of any hostel, wing, section or grounds of a given property. In the case of booking a hostel on a sole-usage basis, customers may be asked to pay for a minimum number of beds or be charged an additional supplement. These conditions will be agreed and confirmed at the time of the initial booking; sole-usage will not be guaranteed should the number of guests reduce below the agreed minimum number at a later date.

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

6.1 Changes requested from the date your Booking is confirmed with payment will be treated as cancellations (see clause 8 below).

Individual Bookings - multiple Youth Hostels

6.2 Any individual hostel may be cancelled without affecting the whole itinerary subject to clause 8.

Group Booking - single or multiple Youth Hostels

6.3 Changes to numbers of nights or hostels booked shall be treated as a cancellation and shall be subject to our standard cancellation policy (see clause 7.4), subject to the exception in clause 6.4.

6.4 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 per night basis.

7. If you cancel your Booking - our refund policy

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

7.2 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).

7.3 Individual bookings – please call the hostel or YHA Contact Centre in order to cancel your booking.

7.3.1 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 90% of 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

Promotional Bookings - Single Hostel Promotional Bookings made using any promotional code are non-refundable and non-transferable.

7.3.2 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.
 
Less than 24 hours notice
We will refund 90% of 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
 

Promotional Bookings - Multiple Hostel Promotional Bookings made using any promotional code are non-refundable and non-transferable.

7.4 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 or due
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 per night basis.

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

7.5 Promotional Bookings Terms & Conditions

Promotional offers will be subject to specific terms and conditions and where they may conflict with these terms and conditions the terms and conditions of the promotional offer shall apply throughout the offer period. This shall apply for stays of one night or more at any participating YHA property and all reservations shall be 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 10 applies.

7.6 Third Party Services

The total cost of any WiFi and attraction tickets are payable 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 7.3 or clause 7.4 as appropriate.

7.7 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 , Saturday 9am - 5pm or Sunday 10am – 4pm. 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 unless having been used to obtain a discount or other product or service exclusively available to members in the interim, after which memberships are non-refundable.  

7.8 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. 

8. Your Responsibility and Behaviour

8.1 Whether a Group booking, or a booking made by or on behalf of individuals, if the behaviour of yourself or any member of a party is considered likely to cause danger, damage or offence, we reserve the right at our reasonable discretion to cancel or terminate a stay completely. If any member of YHA staff considers that the behaviour of any member of your party is unacceptable, they are authorised to end the stay and you will be asked to leave YHA premises. Your membership card will be retained pending further enquiry. Should this situation arise our responsibility for your booking will cease and we will not be obliged to cover any expense which may be incurred by the party concerned, neither will we consider any claim for compensation or refunds. You are responsible for the cost of any damage caused by yourself or your party during your stay, these charges will be levied by and should be paid to YHA. Should any such behaviour halt or interrupt YHA’s ability to continue to trade any bed, room or other product, you will be responsible for compensating YHA in full for all losses directly or indirectly incurred. Furthermore such behaviour or damage may lead to civil or criminal proceedings where appropriate.

8.2 We pride ourselves on creating friendly welcoming and above all safe places for people of all ages to enjoy. Any breaches of our admission, behaviour or safety policies will be treated seriously and regarded as a breach of these terms and conditions.

8.3 Party Leader responsibilities - As a group leader making a group booking you are also accepting responsibility for the behaviour of all participants. There should be at least one responsible adult on duty at all times, this is in order to ensure all participants behave according to YHA policy.

9. 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: YHA reserves the right to eject guests who are deemed as causing unnecessary disturbance, noise or behaviour which affects the peaceful enjoyment of the camping facility by other guests.

Dogs and pets: We are unable to accept dogs or any other pets on our sites. This is a consideration of other guests who may be allergic, as well as the logistics of pets staying. We do however accept registered assistance dogs – please stipulate this when booking.

Campfires: 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 our sites. 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.

10. 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 subject to availability (and paying or receiving a refund in respect of any differences); or cancelling your Booking and receiving a full refund of all payments made.

11. Delay or Failure to Perform

11.1 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.

11.2 Some of our hostels are idyllically located in some of the most remote, wild and beautiful parts of England and Wales. During periods of extreme weather we will endeavour to remain open and to keep you informed of the latest conditions. We recommend you check with us before commencing your journey. If we are open, but you choose not to travel because of the weather, this will be treated as a normal cancellation and the terms outlined above will apply.

12. Our liability to you

12.1 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.

12.2 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 where necessary agree an appropriate level of compensation; depending on the nature and severity of the breach; compensation may take the form of partial / full refund, credit note towards a future booking, complementary service or other agreed benefit.

12.3 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 any business or trade losses.

12.4 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.

12.5 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.

13. 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.

14. Governing Law and Jurisdiction

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

15. 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.

16. 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.

17. 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 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 0800 0191 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.

18. Privacy Statement

For a copy of our Privacy Statement, please click here

Terms and conditions last updated 6th May 2015

 

 

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