1. Scope of Time Away Services 1
2. Eligibility, Using the Time Away Property Portal, Carer Applications 2
3. Modification of these Terms 2
4. Content 3
5. Terms specific for Accommodation Donors 3
6. Terms specific for Carers 4
7. Booking Modifications and Cancellations 5
8. Damage to Accommodation, Loss, Theft and Disputes between Carers and Accommodation Donors 5
9. Prohibited Activities 6
10. Term and Termination 7
11. Disclaimers 8
12. Liability 8
13. Indemnification 9
14. Feedback 10
15. Complaints 10
16. Applicable Law 11
17. General Provisions 11

1. Scope of Time Away Services

1.1 The Time Away Property Portal is an online platform that enables users (“Carers”) to access accommodation (“Accommodation”) donated by third parties (“Accommodation Donors”) that is published on the Time Away Property Portal (“Property Listings”). Except where otherwise noted, the terms “you”, “your”, “them” or “their” refers to Carers, Accommodation Donors and Guests (Carers and their companion guests visiting the Accommodation), and Visitors (general individuals accessing the Site or Time Away Property Portal not specified here).
1.2 As the operator of the Time Away Property Portal, Time Away does not own, sell, resell, or supply any Accommodation that is published as Listings. While Time Away provides a copy of the Listings of Accommodation on its Platform, it cannot be held responsible for the accuracy of the Listings. Each listing provides a link to the source listing which should be viewed before completing a booking. When Carers make a booking, they are entering into an agreement directly with Accommodation Donors. Time Away is not and does not become a party to or otherwise participatent in any contractual relationship between Carers and Accommodation Donors once a booking has been confirmed by the Accommodation Donors.
1.3 While we may help to facilitate the resolution of disputes, Time Away has no control over and does not guarantee (i) the quality, safety or suitability of any Listings or Accommodation Donors, (ii) the truth or accuracy of any Listings description or (iii) the performance or conduct of Carers or third parties. Any references to Carers being “eligible” or “verified” (or similar language) only indicates that Carers have completed a relevant application process and nothing else. Any such description is not an endorsement, certification or guarantee by Time Away about any Carer, including of the Carer’s identity or background or whether the Carer is trustworthy or suitable. Carers should always exercise due diligence and care when deciding whether to stay in Accommodation and Accommodation Donors should do likewise when accepting a booking request from a Carer. Verified Images (as defined below) are intended only to indicate photographic representations of Listings and are therefore not an endorsement by Time Away of any Accommodation Donors or Listings.
1.4 If you choose to use the Time Away Property Portal as an Accommodation donor your relationship with Time Away is limited to being an independent, third-party contractor, and not an employee or agent of Time Away for any reason, and you act exclusively on your own behalf and for your own benefit, and not on behalf of Time Away. Time Away does not, and shall not be deemed to, direct or control Accommodation Donors generally or your performance under these Terms specifically.
1.5 To promote the Time Away Property Portal and to increase the exposure of Listings to potential Carers, Listings will be displayed on property pages and within communications to Carers on the Time Away Property Portal, and within emails to registered Carers on our mailing lists, which may be publicly accessible, e.g. through Google search indexing. To promote any Accommodation Donorships in place and support Time Away brand awareness, Time Away may communicate the existence and nature of such partnerships, within Time Away’s Site, social media posts, press articles, and online and offline advertisements.
1.6 The Time Away Property Portal may contain links to third-party websites or resources including but not limited to Provider websites (“Third- Party Services”). Such Third-Party Services may be subject to different terms and conditions and privacy practices. Time Away is not responsible or liable for the availability or accuracy of such Third-Party Services, or the content, products, or services available from such Third-Party Services. Links to such Third-Party Services are not an endorsement by Time Away of such Third-Party Services.
1.7 Due to the nature of the Internet, Time Away cannot guarantee the continuous and uninterrupted availability and accessibility of the Time Away Property Portal. Time Away may restrict the availability of the Time Away Property Portal or certain areas or features thereof, if this is necessary in view of capacity limits, the security or integrity of our servers, or to carry out maintenance measures that ensure the proper or improved functioning of the Time Away Property Portal. Time Away may improve, enhance and modify the Time Away Property Portal and introduce new features from time to time.

2. Eligibility, Using the Time Away Property Portal, Carer Applications

2.1 Carers must be at least 18 years old to apply to Time Away. By reserving, applying for or booking a property on the Time Away Property Portal Carers represent and warrant that they are 18 or older.
2.2 When applying for a Time Away property Carers must confirm they meet the specified criteria at the time of booking. This will be laid out in the ‘Eligibility criteria’ on the Property Portal and also detailed in the reservation and application forms.
2.3 Applicants will be required to provide the reference number of the most recent DLA (Disability Living Allowance) or Child Disability Payment in Scotland award letter. Time Away reserve the right to randomly check the validity of an award letter by requesting a photograph copy of the letter.

3. Modification of these Terms

3.1 Time Away reserves the right to modify these Terms at any time in accordance with this provision. If we make changes to these Terms, we will post the revised Terms on the Time Away Website and update the “Last Updated” date at the top of these Terms. If Carers, Accommodation Donors or Visitors disagree with the revised Terms, you may terminate this Agreement with immediate effect. If you do not terminate your Agreement before the date the revised Terms become effective, your continued access to or use of the Time Away Property Portal will constitute acceptance of the revised Terms.

4. Content

4.1 The Time Away Property Portal may in its entirety or in part be protected by copyright or trademark. Carers, Accommodation Donors and Visitors acknowledge and agree that the Time Away Property Portal and content, including all associated intellectual property rights, are the exclusive property of Time Away.
4.2 You will not use, copy, adapt, modify, prepare derivative works of, distribute, license, sell, transfer, publicly display, publicly perform, transmit, broadcast or otherwise exploit the Time Away Property Portal, except to the extent you are expressly permitted in these Terms. No licenses or rights are granted to you by implication or otherwise under any intellectual property rights owned or controlled by Time Away or its licensors, except for the licenses and rights expressly granted in these Terms.
4.3 Subject to your compliance with these Terms, Time Away grants a limited, non-exclusive, non-sublicensable, revocable, non-transferable license to Carers, Accommodation Donors, Guests and Visitors to access and view any content made available on or through the Time Away Property Portal and accessible to you, solely for your personal and non-commercial use.
4.4 Time Away will use photographs of Accommodation offered from the Accommodation Donor website in Listings (“Verified Images”). You acknowledge and agree that Time Away shall have the right to use any Verified Images for advertising, marketing and/or any other business purposes in any media or platform, whether in relation to your Listing or otherwise, without further notice or compensation to you.

5. Terms specific for Accommodation Donors

5.1 Accommodation Donors give Time Away permission to extract from your website information when necessary about your Accommodation (such as listing description [including, e.g., disabled access], location) and including requirements that apply (such as the allowance of pets) Accommodation Donors (not Time Away) are responsible for communicating up-to-date Listings information (including calendar availability) at all times directly to Time Away, and are asked to inform Time Away of changes within 2 working days. We strongly recommend that Carers follow the links within the Listings to check Accommodation donor websites for detailed information on Accommodation.
5.2 Accommodation Donors will confirm to Time Away and the Carer the booking of breaks requested by Carers as soon as possible and within 2 working days of receiving the completed booking form and Time Away application approval details.
5.3 Time Away accepts that Accommodation Donors have the right to decline booking requests or cancel bookings but in the event of these circumstances consultation should be sought with Time Away and best endeavour made to minimise the disruption for Carers or make alternative arrangements.
5.4 When an Accommodation Donor confirms a booking (“Confirmed Booking”) they are then entering an agreement with the Carer and guests according to the Accommodation Donors booking terms and conditions.
5.5 No fees are paid by Time Away or Carers to Accommodation Donors.
5.6 In the event of a Carer booking being cancelled, Time Away will relist the break on its Platform for booking unless otherwise advised by the Accommodation Donor.
5.7 Accommodation Donors will provide advice and share information to support the co-design of Time Away’s Platform and Service, such as employee feedback gathered through surveys and user interviews.
5.8 Time Away recommends that Accommodation Donors obtain appropriate insurance to cover the actions or inactions of Carers (and their guests) while staying at your Accommodation. Time Away does not insure the actions or inactions of Carers (or their guests) while staying in Accommodation.

6. Terms specific for Carers

6.1 Subject to an approved application Carers may book a Listing available on the Time Away Property Portal by following the respective booking process. The booking details (e.g. dates, numbers of guests) of a Break booked by a Carer can only be changed by directly contacting the Accommodation Donor using the details provided in the confirmation email.
6.2 The Carer (successful applicant) shall be responsible for ensuring that all aspects of the Donated Property are suitable for themselves, their family and all guests. This includes but is not limited to: Location, property size, accessibility, facilities (including availability of Wi-fi and mobile phone reception).The Time Away Listings provide an overview of the property including a link to the property listing on the Accommodation Donor’s website. If a link is not available, Time Away should be informed so that the original property listing can be viewed by the carer before booking. Time Away cannot guarantee that all Carers will find Listings suitable to their personal circumstances.
6.3 Carers may take no more than one break per household with Time Away in any 24 month period. (e.g. If a break is concluded on 4.12.23 the Carer can book their next break to begin on 5.12.24 at the earliest). Time Away breaks are for the whole family including the qualifying child. Carers may book any number of people up to the maximum stated on the Listings. This must always include the Carer making the booking and the qualifying child unless 9.5 applies.
6.4 Occasionally Accommodation Owners will make properties available as a respite break. Carers must still meet the qualification criteria stipulated on the Property Portal however they are then entitled to book the break for themselves alone or with any number of companions up to the stated number of occupants on the Listings subject to any age restrictions stipulated within the Listings. Carers will be responsible for ensuring that suitable care is in place for all dependants not accompanying them before completing the booking.
6.5 Upon receipt of a booking confirmation from the Accommodation Donor, an agreement is formed between you as the Carer and the Accommodation Donor, subject to the terms applied by the Accommodation Donor.
6.6 You understand that a confirmed booking of an Accommodation (“Confirmed Booking”) is a limited license granted to you the Carer by the Accommodation Donor to enter, occupy and use the Accommodation for the duration of your stay, during which time the Accommodation Donor (only where and to the extent permitted by applicable law) retains the right to re-enter the Accommodation, in accordance with your agreement with the Accommodation Donor.
6.7 Carers agree to leave the Accommodation no later than the checkout time that the Accommodation Donor specifies in the Listing or such other time as mutually agreed upon between you and the Accommodation Donor. If you stay past the agreed upon checkout time without the Accommodation Donor’s consent you no longer have a license to stay in the Accommodation and the Accommodation Donor is entitled to make you leave in a manner consistent with applicable law.

7. Booking Modifications and Cancellations

7.1 Carers may cancel Confirmed Bookings at any time but should be aware that by making a booking and subsequently cancelling the same, you may have denied another Carer and family the opportunity of a break. Furthermore, in such circumstances the donated Accommodation may not be used, so wasting a generous gift. As such, we request that Carers think very carefully before cancelling a Confirmed Booking. Nevertheless Time Away recognises that Carers may face emergency situations whereby Confirmed Bookings must be cancelled. In such emergency situations a Confirmed Booking may be cancelled and Time Away will seek to arrange, but will not guarantee to secure, alternative Accommodation for the Carer at another time.
7.2 If an Accommodation Donor cancels a Confirmed Booking, Time Away will seek to arrange alternative Accommodation for the Carer.
7.3 In certain circumstances, Time Away may decide, in its sole discretion, that it is necessary to cancel a Confirmed Booking. This may be for reasons where Time Away believes in good faith, while taking the legitimate interests of both parties into account, this is necessary to avoid significant harm to Time Away, third parties or property, or for any of the reasons set out in these Terms.

8. Damage to Accommodation, Loss, Theft and Disputes between Carers and Accommodation Donors

8.1 As a Carer, you are responsible for leaving the Accommodation (including any personal or other property located at the Accommodation) in the condition it was in when you arrived. You are responsible for your own acts and omissions and are also responsible for the acts and omissions of any individuals whom you invite to, or otherwise provide access to, the Accommodation.
8.2 If an Accommodation Donor claims and provides evidence that you as a Carer have damaged Accommodation or any personal or other property at the Accommodation, the Accommodation Donor can seek payment directly from you.
8.3 If an Accommodation Donor claims and provides evidence that you as a Carer have stolen Accommodation Donor property, or have been abusive towards any employee, the Accommodation Donor will invoke their own procedures for investigation. Likewise if a Carer has evidence of abuse towards them by the Accommodation Donor, the Carer should follow the Accommodation Donor complaints procedure and also inform Time Away (see section 15 – Complaints).
8.4 If a Carer suffers any loss, damage or theft of personal property from the accommodation premises during their stay, the Carer must contact the Accommodation Donor directly to investigate and pursue. Time Away recommends that Carers put personal travel insurance in place prior to their break for additional protection against this scenario and holds no responsibility for these matters as per our Terms, (see section 13 ‘Indemnification’).

9. Prohibited Activities

9.1 Carers, Accommodation Donors and Visitors are solely responsible for compliance with any and all laws, rules, regulations, and Tax obligations that may apply to your use of the Time Away Property Portal. In connection with your use of the Time Away Property Portal, you will not and will not assist or enable others to:

• breach or circumvent any applicable laws or regulations, agreements with third- parties, third-party rights, or our Terms;
• use the Time Away Property Portal for any commercial or other purposes that are not expressly permitted by these Terms or in a manner that falsely implies Time Away endorsement, partnership or otherwise misleads others as to your affiliation with Time Away;
• copy, store or otherwise access or use any information, including personally identifiable information about any Carer, contained on the Time Away Property Portal in any way that is inconsistent with Time Away Privacy Policy or these Terms or that otherwise violates the privacy rights of Carers or third parties;
• use the Time Away Property Portal in connection with the distribution of unsolicited commercial messages (“spam”);
• offer as an Accommodation Donor, any Accommodation that you do not yourself own or have permission to make available as a residential or other property through the Time Away Property Portal;
• unless Time Away explicitly permits otherwise, book any Listing if you will not actually be using the Accommodation yourself;
• contact another Carer for any purpose other than asking a question related to a booking, Listing, or the Carer’s use of the Time Away Property Portal, including, but not limited to, recruiting or otherwise soliciting any Carer to join third-party services, applications or websites, without our prior written approval;
• discriminate against or harass anyone on the basis of race, national origin, religion, gender, gender identity, physical or mental disability, medical condition, marital status, age or sexual orientation, or otherwise engage in any violent, harmful, abusive or disruptive behaviour;
• use, display, mirror or frame the Time Away Property Portal, or any individual element within the Time Away Property Portal, Time Away’s name, any Time Away trademark, logo or other proprietary information, or the layout and design of any page or form contained on a page in the Time Away Property Portal, without Time Away’s express written consent;
• dilute, tarnish or otherwise harm the Time Away brand in any way, including through unauthorised use of content, registering and/or using Time Away or derivative terms in domain names, trade names, trademarks or other source identifiers, or registering and/or using domains names, trade names, trademarks or other source identifiers that closely imitate or are confusingly similar to Time Away domains, trademarks, taglines, promotional campaigns or content;
• use any robots, spider, crawler, scraper or other automated means or processes to access, collect data or other content from or otherwise interact with the Time Away Property Portal for any purpose;
• avoid, bypass, remove, deactivate, impair, descramble, or otherwise attempt to circumvent any technological measure implemented by Time Away or any of Time Away’s Accommodation Donors or any other third party to protect the Time Away Property Portal;
• attempt to decipher, decompile, disassemble or reverse engineer any of the software used to provide the Time Away Property Portal;
• take any action that damages or adversely affects, or could damage or adversely affect the performance or proper functioning of the Time Away Property Portal; or
• violate or infringe anyone else’s rights or otherwise cause harm to anyone.

9.2 Carers, Accommodation Donors and Visitors acknowledge that Time Away has no obligation to monitor the access to or use of the Time Away Property Portal, but has the right to do so to (i) operate, secure and improve the Time Away Property Portal (including without limitation for fraud prevention, risk assessment, investigation and customer support purposes); (ii) ensure users’ compliance with these Terms; (iii) comply with applicable law or the order or requirement of a court, law enforcement or other administrative agency or governmental body; (iv) evaluate the public benefit of its charitable activities or (v) as otherwise set forth in these Terms. Carers agree to cooperate with and assist Time Away in good faith, and to provide Time Away with such information and take such actions as may be reasonably requested by Time Away with respect to any investigation undertaken by Time Away or a representative of Time Away regarding the use or abuse of the Time Away Property Portal.

10. Term and Termination

10.1 Time Away may immediately, without notice, terminate this Agreement and/or cancel your booking with an Accommodation Donor if (i) you have materially breached your obligations under these Terms, (ii) you have violated applicable laws, regulations or third- party rights, or (iii) Time Away believes in good faith that such action is reasonably necessary to protect the personal safety or property of Time Away, Carers, or third parties.
10.2 In addition, Time Away may take certain measures if any of the following requirements or circumstances occur (i) to comply with applicable law, or the order or request of a court, law enforcement or other administrative agency or governmental body, or if (ii) you have breached these Terms, (iii) you have provided inaccurate, fraudulent, outdated or incomplete information during the Time Away Application process (iv) refuse when asked to do so, to remove feedback from an Accommodation Donor’s website. When one or more of these circumstances occur, Time Away may take the following measures:

• Cancel any pending bookings;
• Refuse all future applications to Time Away
• In case of non-material breaches and where appropriate, you will be given notice of any intended measure by Time Away and an opportunity to resolve the issue to Time Away’s reasonable satisfaction.

11. Disclaimers

11.1 If you choose to use the Time Away Property Portal, you do so voluntarily and at your sole risk. The Time Away Property Portal is provided “as is”, without warranty of any kind, either express or implied.
11.2 You agree that you have had whatever opportunity you deem necessary to investigate the Time Away Services, laws, rules, or regulations that may be applicable to Listings and that you are not relying upon any statement of law or fact made by Time Away relating to a Listing.
11.3 If we choose to conduct identity verification or background checks on any Carer, to the extent permitted by applicable law, we disclaim warranties of any kind, either express or implied, that such checks will identify prior misconduct by a Carer or guarantee that a Carer will not engage in misconduct in the future.
11.4 You agree that some Accommodation Donors may carry inherent risk, and by participating in such services, you choose to assume those risks voluntarily. You are solely responsible for the supervision of all minors throughout the duration of your Accommodation stay and to the maximum extent permitted by law, you agree to release and hold harmless Time Away from all liabilities and claims that arise in any way from any injury, death, loss or harm that occurs to that minor during the Accommodation stay or in any way related to your Accommodation Donor service.
11.5 The foregoing disclaimers apply to the maximum extent permitted by law. You may have other statutory rights. However, the duration of statutorily required warranties, if any, shall be limited to the maximum extent permitted by law.

12. Liability

12.1 Carers, Accommodation Donors and Visitors acknowledge and agree that, to the maximum extent permitted by law, the entire risk arising out of your access to and use of the Time Away Property Portal, your booking of any Listing via the Time Away Property Portal, your stay at any Accommodation. Neither Time Away nor any other party involved in creating, producing, or delivering the Time Away Property Portal will be liable for any incidental, special, exemplary or consequential damages, including lost profits, loss of data or loss of goodwill, service interruption, computer damage or system failure or the cost of substitute products or services, or for any damages for personal or bodily injury or emotional distress arising out of or in connection with (i) these Terms, (ii) from the use of or inability to use the Time Away Property Portal, (iii) from any communications or interactions that result from your use of the Time Away Property Portal, or (iv) from your booking of a Listing, whether based on warranty, contract, tort (including negligence), product liability or any other legal theory, and whether or not Time Away has been informed of the possibility of such damage, even if a limited remedy set forth herein is found to have failed of its essential purpose. In no event will Time Away’s aggregate liability arising out of or in connection with these Terms and your use of the Time Away Property Portal including, but not limited to, from your booking of any Listings via the Time Away Property Portal, or from the use of or inability to use the Time Away Property Portal and in connection with any Accommodation. The limitations of damages set forth above are fundamental elements of the basis of the bargain between Time Away and you.
12.2 The Time Away Property Portal is directed at people residing in the United Kingdom. We do not represent that content available on or through the Time Away Property Portal is appropriate for use in other locations. In the United Kingdom Time Away is liable under statutory provisions for intent and gross negligence by us, our legal representatives, directors, or other vicarious agents. The same applies to the assumption of guarantees or any other strict liability, or in case of a culpable injury to life, limb, or health. Time Away is liable for any negligent breaches of essential contractual obligations by us, our legal representatives, directors, or other vicarious agents. Essential contractual obligations are such duties of Time Away in whose proper fulfilment you regularly trust and must trust for the proper execution of the contract but the amount shall be limited to the typically occurring foreseeable damage. Any additional liability of Time Away is excluded.

13. Indemnification

13.1 You agree to release, defend (at Time Away’s option), indemnify, and hold Time Away and its officers, directors, employees and agents, harmless from and against any claims, liabilities, damages, losses, and expenses, including, without limitation, reasonable legal and accounting fees, arising out of or in any way connected with (i) your breach of these Terms, (ii) your improper use of the Time Away Property Portal, (iii) your interaction with any Carer, stay at Accommodation, participation in any payment services, including without limitation any injuries, losses, theft or damages (whether compensatory, direct, incidental, consequential or otherwise) of any kind arising in connection with or as a result of such interaction, stay, participation or use, or (iv) your breach of any laws, regulations or third party rights.

14. Feedback

14.1 We welcome and encourage Carers, Accommodation Donors and Visitors to provide general feedback, comments and suggestions for improvements to Time Away services including the Property Portal, Accommodation and user experience (“Feedback“). You may submit Feedback by emailing us at hello@timeaway.org.uk. Any Feedback you submit to us will be considered non-confidential and non-proprietary to you. By submitting Feedback to us, you grant us a non-exclusive, worldwide, royalty-free, irrevocable, sub-licensable, perpetual license to use and publish those ideas and materials for any purpose, without compensation to you.
14.2 We welcome and encourage Carers to provide feedback relating to a specific completed break facilitated by Time Away. Time Away will follow up all completed bookings with a feedback form via email. This form should be used to appropriately share experiences relating the donated property, location and Time Away process. It should be recognised that elements of this form are specifically designed to collect meaningful data to help record the beneficial impact of our charity. This data is used to highlight Time Away’s services to future donors of both property and financial support which enable the charity to operate. As such, this form should be used to record accurate and honest experiences and not as a means of making a complaint. For information about making a complaint, see section 15. Complaints.
14.3 Carers agree not to leave public feedback regarding a specific property on any Accommodation Donors website. Negative feedback on specific properties can have a direct impact on Donors future bookings and income. Accommodation which is offered by Time Away is free of charge and we strongly believe that Accommodation Donors are trying to have a positive impact. Whilst Time Away accept that Carers may have a bad experience, public comments on Donor websites are not an appropriate way to feedback. Unresolved issues or complaints should be addressed to the Accommodation Donor or representative in the first instance. Time Away should be informed of any negative issues by email to hello@timeaway.org.uk. For information about making a complaint, see section 15. Complaints.

15. Complaints

15.1 Time Away aims to exceed expectations in the provision of Time Away Services. In the event that Time Away Services fail to meet specific expectations, we invite you to notify us of any misgivings (“Complaint”). Time Away endeavours at all times to treat Carers with respect and we expect the same standards of behaviour in your reporting of any dissatisfaction.
15.2 Management and Trustees at Time Away will review all complaints in a timely and professional manner. We believe it is important to be transparent and to learn from any shortcomings we may have.
15.3 Please click here to access our Complaints Policy which clearly details how your complaint(s) should be communicated, who will be responsible to investigate and how you will be kept informed.
15.4 If you wish to make a complaint about any Time Away Service please contact us as soon as possible in person, via email at hello@timeaway.org.uk or in writing to Time Away, Berith, Brewery Lane, Farndon. Please note that if the Complaint is made in person, we will summarise the Complaint in writing and ask you sign the document as an accurate written statement of the Complaint, or you can subsequently send us an email describing the same.
15.5 When making a Complaint, please (i) detail your name and contact details; this is essential, as it will be challenging to address anonymous complaints, (ii) include the specific activity, service or person(s) to which the Complaint applies and (iii) outline the nature of the Complaint as precisely as possible. We ask you to include all relevant details (such as the date, place, time, person(s) involved) and a full description of the Complaint.
15.6 Time Away will deal with any Complaint in a professional and confidential manner. You will be notified of the senior manager assigned to manage your Complaint (“Complaint Manager’). The Complaint Manager will investigate the Complaint fully and communicate with you until the issue is resolved (ideally with both parties agreeing a mutually acceptable way forward). Time Away may publish Complaint communication but will never reveal your identity or that of the person(s) involved without first receiving your written consent.
15.7 Time Away will acknowledge any email or postal Complaint within 5 working days of receipt. You can expect to receive a full written response to your Complaint within 10 working days of receipt; if this is not possible we will contact you to discuss the likely timescale.
15.8 We will investigate all complaints relating to Time Away Services (i.e. dealings with our staff, the Time Away Property Portal and booking process, any communications with us and/or follow up evaluations or case studies). We also ask that you, as a Carer, contact Time Away if you are dissatisfied with your Accommodation or Accommodation Donor. We will pursue your Complaint on your behalf.

16. Applicable Law

16.1 These Terms and any dispute or claim arising out of or in connection with them or their subject matter or formation (including non-contractual disputes or claims) shall be governed by and construed in accordance with English law.
16.2 Time Away, Carers, Accommodation Donors and Visitors irrevocably agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim that arises out of or in connection with this Agreement or its subject matter or formation (including non- contractual disputes or claims).

17. General Provisions

17.1 Except as they may be supplemented by additional terms and conditions, policies, guidelines or standards, these Terms constitute the entire Agreement between Time Away and you pertaining to the subject matter hereof, and supersede any and all prior oral or written understandings or agreements between Time Away and you in relation to the access to and use of the Time Away Property Portal.
17.2 No joint venture, partnership, employment, or agency relationship exists between you and Time Away as a result of this Agreement or your use of the Time Away Property Portal.
17.3 These Terms do not and are not intended to confer any rights or remedies upon any person other than the parties.
17.4 If any provision of these Terms is held to be invalid or unenforceable, such provision will be struck and will not affect the validity and enforceability of the remaining provisions.
17.5 Time Away’s failure to enforce any right or provision in these Terms will not constitute a waiver of such right or provision unless acknowledged and agreed to by us in writing. Except as expressly set forth in these Terms, the exercise by either party of any of its remedies under these Terms will be without prejudice to its other remedies under these Terms or otherwise permitted under law.
17.6 You may not assign, transfer or delegate this Agreement and your rights and obligations hereunder without Time Away’s prior written consent.
17.7 Unless specified otherwise, any notices or other communications to Carers permitted or required under this Agreement, will be provided electronically and given by Time Away via email or messaging service.
17.8 If you have any questions about these Terms please email us at hello@timeaway.org.uk