Contact
Talk to the Heartwood team
We answer every enquiry personally — usually the same day.
Accepted payment methods
Security & safety
- SSL securedEncrypted site & forms
- GDPR compliantYour data stays private
- 24/7 CCTVMonitored throughout
- Fire safety certifiedAlarms & extinguishers
- First aid on siteTrained team members
- Keyless secure accessGuest-only entry
Payments
When you pay, and what happens next
1. You send a request
Nothing is charged. Your booking is marked REQUESTED and you receive a reference straight away.
2. We check availability
Our team reviews your dates and unit, usually within a few hours and always within 24 hours.
3. Payment link sent
Once availability is approved we email (and WhatsApp if you prefer) a secure payment link valid for 24 hours.
4. Booking confirmed
Your booking becomes CONFIRMED the moment payment clears. Arrival details and access instructions follow by email.
- • Short stays and hourly hire: payment in full at the point of confirmation.
- • Long stays (30+ days): first month plus a refundable deposit, then monthly in advance.
- • Events and weddings: 25% booking deposit, balance due 14 days before the event date.
- • Bank transfer (BACS), cash and Bitcoin are arranged manually by our team on request.
Accepted payment methods
Cancellations
Cancellation & refund policy
Free cancellation up to 48 hours before your booking start time — refunded in full to the original payment method within 5–10 working days.
- More than 48 hours before start
- Full refund of everything paid, including any deposit. No admin fee.
- 24–48 hours before start
- 50% refund of the booking value. Deposits on long stays remain fully refundable.
- Less than 24 hours or no-show
- No refund, but we will always try to move your booking to another date where we can.
- Events and weddings
- The 25% booking deposit is non-refundable. The balance is refundable in full up to 14 days before the event.
- If we cancel
- If we ever cancel a confirmed booking, you receive a 100% refund and we help you find an alternative on site.
Refunds are returned to the original payment method within 10 working days.