Client Terms of Business

1. Definitions and scope

1.1 In these terms: "GRHUM", "we" or "us" means GRHUM LTD, company no. 15105703 (England and Wales), 3 Sussex House, Stratton Close, Edgware HA8 6PY. The "Client" is the organisation that requests accommodation from us, including insurers, loss adjusters, housing providers, local authorities, employers, relocation companies and production companies. A "Guest" is a person the Client asks us to accommodate. A "Supplier" is the owner or operator of a "Property". A "Quote" is our written proposal; a "Booking Confirmation" is our written confirmation of a Booking.

1.2 These terms apply to every Quote and Booking and replace any terms on the Client's purchase orders or other documents. If the Client and GRHUM have signed a framework or panel agreement, that agreement prevails where it conflicts with these terms.

2. Our role

2.1 We source and manage accommodation for the Client and contract with the Client in our own name. We are not the owner of the Properties, which are supplied to us by Suppliers.

2.2 We will perform our services with reasonable skill and care, match Properties to the Client's brief as closely as availability allows, and provide 24/7 guest support throughout each stay.

3. Quotes and Bookings

3.1 Quotes are subject to availability and valid for the period stated, or 24 hours if none is stated. Properties can be lost to other bookings until confirmed.

3.2 A Booking is made when the Client accepts a Quote in writing (including by email or through our portal) and we issue a Booking Confirmation. The Booking Confirmation states the Property, dates, Guests, price, deposit, cancellation terms and any special conditions.

3.3 The Client must give us accurate information about the Guests and their needs, including accessibility, medical, pet and vehicle requirements, and confirm it has a lawful basis to share it (clause 12).

4. Guests

4.1 Each Guest must complete identity verification and accept our Guest Terms of Stay and House Rules before access is released. The Client will support us in achieving this, and in relocating a Guest where a stay ends under those terms.

4.2 We may refuse a Guest, or end a stay, as permitted by the Guest Terms. We will tell the Client promptly and, where possible, beforehand.

5. Prices and payment

5.1 Prices are in pounds sterling (or euros for Ireland) and exclude VAT unless stated. VAT is charged at the applicable rate.

5.2 Unless the Booking Confirmation states otherwise: stays of up to 28 nights are invoiced on confirmation; longer stays are invoiced in advance in 28-night periods; and invoices are payable within 14 days of the invoice date. We may require payment before arrival for new clients or same-day placements.

5.3 The Client must raise any invoice query within 7 days of receiving the invoice, giving reasons, and pay any undisputed part by the due date. The Client may not set off any amount against our invoices.

5.4 We may charge interest and fixed compensation on late payments under the Late Payment of Commercial Debts (Interest) Act 1998, and may suspend further Bookings or extensions while invoices are overdue.

6. Deposits and stay charges

6.1 Where a Supplier requires a security deposit, it is shown in the Booking Confirmation and payable with the first invoice. We return it, less any evidenced deductions, after the Supplier releases it.

6.2 The Client is responsible for charges arising from its Guests' stay, including damage beyond fair wear and tear, extra cleaning, lost keys and fobs, overstays and fines, as set out in the Guest Terms and supported by evidence. Where the Client asks, we will first seek payment from the deposit or the Guest; the Client pays any amount not recovered within 30 days.

7. Extensions

Extension requests should reach us at least 48 hours before the departure date. Extensions depend on availability and may be at a different rate or in a different Property. An extension is confirmed only when we issue a revised Booking Confirmation.

8. Cancellations and early departures

8.1 Before arrival. The cancellation terms in the Quote and Booking Confirmation apply. If none are stated, the Client pays any costs we cannot recover from the Supplier.

8.2 After arrival. Unless the Booking Confirmation states otherwise, the Client must give at least 14 nights' written notice to end a stay early, and pays for the notice period or the booked nights remaining, whichever is shorter. Non-refundable Supplier charges remain payable.

8.3 Where the Client's instruction ends because a Guest's claim or entitlement ends, the Client must tell us as soon as it knows, so that we can give the Guest notice under the Guest Terms.

9. If a Property becomes unavailable

If a Property becomes unavailable or unsuitable before or during a stay, we will offer a comparable alternative as quickly as possible. Any higher cost needs the Client's approval. If no alternative is accepted, we will refund amounts paid for unused nights. Where the failure is caused by the Supplier, we pursue the Supplier; the Client's remedies against us are as set out in this clause and clause 10.

10. Liability

10.1 Nothing in these terms limits liability for death or personal injury caused by negligence, for fraud, or for anything that cannot be limited by law.

10.2 We are not liable for loss of profit, revenue or business, or for any indirect or consequential loss.

10.3 Our total liability for each Booking is limited to the total charges paid or payable for that Booking.

10.4 We are not liable for any failure caused by events outside our reasonable control, including extreme weather, utility failure, pandemic, or action by a government or public authority.

11. Non-circumvention

During any Booking and for 12 months after it ends, the Client must not book, directly or through another agent, any Property or Supplier first introduced by us, without our written consent. If it does, it will pay us an introduction fee of 20% of the value of each such booking, which the parties agree reflects the margin we would reasonably have earned.

12. Data protection and confidentiality

12.1 Each party is an independent controller of the personal data it processes and will comply with data protection law. The Client confirms it has a lawful basis and has given the necessary privacy information to share Guest data with us, including any health or accessibility information. Our Privacy Policy explains how we use it.

12.2 Each party will keep the other's confidential information, including pricing and Supplier details, confidential, except where disclosure is required by law.

13. Compliance

Each party will comply with the Bribery Act 2010, the Modern Slavery Act 2015 and the Equality Act 2010 (or the equivalent law in Northern Ireland and Ireland) in connection with each Booking.

14. General

14.1 These terms, the Quote and the Booking Confirmation form the whole agreement for each Booking. Changes must be agreed in writing. If any provision is unenforceable, the rest remains in effect. No third party has rights under these terms. We may subcontract services but remain responsible for them.

14.2 Notices may be sent by email to the contact named in the Booking Confirmation, or to info@grhum.co.uk for us.

14.3 These terms and any dispute arising from them are governed by the law of England and Wales, and the courts of England and Wales have exclusive jurisdiction.

GRHUM LTD · Registered in England and Wales no. 15105703 · 3 Sussex House, Stratton Close, Edgware HA8 6PY · All legal documents · Back to top