Booking Conditions
These booking conditions (the “Booking Conditions”) are between the property owner (“we”, “us” and “our”) and the holidaymaker(s) who book our property (the “Property”). References to “you” or “your” are references to the person making the booking (“Booking”) and all members of the holiday party.
Any Booking is subject to the conditions below. These Booking Conditions form the basis of your contract with us so please read them carefully. Nothing in these Booking Conditions affects your normal statutory rights.
1. Making your booking
To book the Property with us you should make the payment specified in the Provisional Booking Confirmation we email to you (the “PBC”). If the PBC stipulates that you pay an initial deposit (the “Initial Deposit”) followed by a balance payment (the “Balance”), you must make both payments within the time periods specified. If the PBC asks you to make a payment in full, you must pay the full amount by the due date. If the PBC specifies that any damage deposit (the “Damage Deposit”) and/or a cleaning or other fee(s) (“Other Fee(s)”) is payable, you must also make that/those payment(s) within the time period specified.
Once the Initial Deposit or full payment has been received, you will receive an email confirming the Booking. The contract between us will only be formed when you receive the payment confirmation email and is subject to these Booking Conditions.
You should carefully check the details of your Booking before making a payment, as well as the confirmation email and inform us immediately of any errors or omissions.
2. Paying for your booking
Where you have only paid an Initial Deposit, you are required to send to us your payment for the Balance and the Damage Deposit and/or Other Fee(s) within a certain period prior to the arrival date specified in your PBC (the “Arrival Date”). If you fail to make a payment due to us in full and on time we may treat your Booking as cancelled by you.
The Damage Deposit may be used for any repair and/or replacement of the Property, furnishings, fixtures and fittings that are necessary after your stay. We will return the Damage Deposit to you following the return of the keys to us, less any deductions in accordance with the conditions listed above. Any Cleaning Fee will be used to clean the Property, furnishings, fixtures and fittings following your stay and is non-refundable. Any Other Fee(s) will be described in the PBC and are non-refundable. FOR THE AVOIDANCE OF DOUBT where damage caused to the property by you exceeds any Damage Deposit or Cleaning Deposit paid you will remain responsible to pay any excess costs and your liability is not limited to the Damage Deposit or Cleaning Deposit paid.
3. If you cancel or amend your Booking
If you need to cancel or amend your Booking you must write to us or email us as soon as possible. A cancellation will not take effect until we receive confirmation in writing or via email from you.
Provided you have paid the initial deposit and balance, our cancellation terms are as follows*:
a) If you cancel within 24 hours of making the booking you will receive a full refund provided your stay is at least 14 days away.
b) If you cancel at least 8 (eight) weeks before check-in you will receive a 70% refund of your payment.
c) If you cancel at least 4 (four) weeks before check-In you will receive a 25% refund of your payment.
d) If you cancel within 4 (four) weeks of check-in, then no refund will be payable.
* Please note the booking fee is not refundable.
4. Acceptance of your Booking
When you book it is important that you have supplied us with the full names of all party members and ages if under the age of 24. Your booking will have been accepted on the basis of these party members and on the basis that all guests have a principal residence. Additional party members cannot be added after the booking has been confirmed.
We reserve the right to decline a Booking, notwithstanding receipt of a Booking Form and payment. In these circumstances, payment will be returned to you within 14 days of our declining the booking. In considering whether to accept a Booking, it should be noted that our business is primarily designed to offer accommodation for family holidays. It is our Policy to decline Bookings from stag or hen groups and also groups where parties are largely comprised of people under the age of 24 years.
The lead guest whose name the booking is under must be over the age of 24 and be a member of the party occupying the property for the full duration of the holiday.
5. If we cancel or amend your booking
We would not expect to have to make any changes to your booking, but sometimes problems occur and we do have to make alterations or, very occasionally cancel bookings.
If this does happen, we will contact you as soon as is reasonably practical and inform you of the cancellation or the change to your Booking. If we cancel your Booking, we will refund you any fees you have already paid to us. However, we will not be liable to refund you for any fees you may have paid to any third party in connection with your holiday (including, without limitation, fees for travel, entertainment, activities or insurance).
6. Policy Notices
(a) Guests and Visitors Policy:
Use of the premises (including gardens, hot tub, car charger and parking area) is restricted to the parties (and number of people) stated at the time of booking. No other party is permitted on the premises at any time (whether day or night) irrespective of length of visit. Sleeping in tents or motor vehicles on or adjacent to the property is not permitted.
(b) Smoking & Vaping Policy and Candles
This is a “No Smoking” and also “No Vaping” property within both house and gardens.
As a fire safety precaution, we request that candles are not used.
(c) Pets: (only permitted at White Water):
You may only bring pets to the Property where you have mentioned them on the Booking Request Form/Quote and we have agreed that this is acceptable, and where the necessary charges have been paid. With the exception of Guide Dogs, pets are only allowed at the Property where the property has been advertised as "pet friendly". You are required to follow rules on the quantity, size and type of pet accepted at the Property and it is your duty to advise us how many and what kind of pets you intend to take and to obtain our consent for this. A failure to follow these rules can be considered a serious breach of the Booking Contract between the parties and we will be entitled to either refuse to allow you to take possession of the Property or to require you to vacate it immediately without compensation.
Where pets are allowed you must:
i. Always clear up after your pets and remove all trace of their stay from both interior and exterior of the Property (including any “mess” left in the garden) before you leave or a cleaning charge may be deducted from your security deposit.
ii. Not allow pets on furniture, in any bedrooms, children's play areas or in the hot tub;
iii. A dog basket/bed/cage must be provided by you for the duration of your holiday;
iv. Dogs must be free from fleas and other parasites with vaccinations all up to date well before their stay. Failure to ensure this is the case will result in an additional charge;
v. Not allow pets to disturb neighbours of adjoining properties;
vi. Keep pets on a lead (or otherwise under control) within the external boundaries of the property, including gardens; and
vii. Not leave pets on their own within the Property or gardens
(Note: Dogs are not permitted on Croyde Beach from 01 May to 30 September inclusive).
Note: A property having an enclosed garden does not guarantee it is escape proof.
(d) Hot Tub:
Follow the Hot Tub Terms & Conditions and Hot Tub Rules at all times (these are on display at the property and are available prior to Booking upon request).
If you are not prepared to agree to the above and points below then the Hot Tub should not be used.
i. Use of the hot tub is entirely at your own risk.
ii. We do not accept any responsibility for any illness, injury, reaction or condition resulting from the use of the hot tub. If you have any pre/existing medical condition or are pregnant or have any concerns you must consult a GP before use.
iii. You and all guests are responsible for your own safety when using these facilities as they are unattended. You must not exceed the maximum permitted number in the Hot Tub:
→ White Water: maximum 5 (five) persons.
→ Amana & Cabin 32: maximum 3 (three) persons.
→ The Courtyard: maximum 2 (two) persons.
iv. Children under the age of 5 years must not use the hot tub. Also those unable to keep their head above water level when sitting must not use the hot tub.
v. Children under the age of 16 and non-swimmers must be supervised by a responsible adult at all times.
vi. Any call out due to user error, including mode change will be chargeable to the user.
vii. Any damage must be reported and will be chargeable to the user.
viii. The hot tub is treated with chemicals, therefore if you are allergic or sensitive to chlorine or any sanitizing product you should not use the hot tub.
ix. You must shower before and after every use.
x. Do not use the Hot Tub after 9.00pm at night and PLEASE respect the peace and quiet of our neighbours.
(e) Noise and Music:
Please keep noise to a minimum at all times.
Noise and/or music should not be audible outside the property (including from gardens, hot tub & car parking areas) after 10.00pm.
(f) Electric Vehicles & Car Charging:
Cabin 32 and Amana each have an EV Car Charger. These may be used by guests subject to prior agreement.
White Water and The Courtyard do not have a Car Charger.
Please Note:
Car Charging by any means other than our dedicated EV Charger - such as via household sockets and extension leads - is not permitted.
7. The Property
You can arrive at the Property after the time specified by us on the Arrival Date for your holiday and you must leave by the time specified by us on the departure date we give you. We will let you know these times by email.
If your arrival will be delayed, you must contact the person whose details are given on the booking confirmation so that alternative arrangements can be made. If you fail to do so you may not be able to gain access to the Property. If you fail to arrive 48 hours after the Arrival Date and you do not advise the contact of your anticipated late arrival we may treat the Booking as having been cancelled by you and we shall be under no obligation to refund you for fees already paid to us.
8. Your obligations
You agree to comply with the regulations set out in any property manual provided to you and any other regulations reasonably specified by us from time to time and ensure that they are observed by all members of your party. An indicative copy of our Property Information Pack is available prior to Booking upon request. You agree to keep and leave the Property and the furnishings, including items such as kitchen equipment, crockery and glasses clean and in good condition.
You agree not to cause any damage to the walls, doors, windows or any other part of the Property nor to do anything that may be reasonably considered to cause a nuisance or annoyance to us or to any other occupier of adjoining or neighbouring properties.
You agree to take all necessary steps to safeguard your personal property.
You agree to ensure that each member of your party is covered by comprehensive travel insurance (including cancellation, flight delays, loss and damage to baggage and other property) and health insurance (including evacuation and repatriation coverage). Alternatively, you agree to accept responsibility for all risks normally afforded by such insurance policy.
As stated in our Policy Notices above, you cannot allow more people to stay in the Property than expressly authorised, nor can you change the makeup of the party during your stay in the Property, nor can you take your pet into the Property unless permitted by us in writing in advance nor cause noise and/or music disturbance after 10.00pm.
If you breach any of the obligations within this clause and/or our Policy Notices, we can refuse to hand over the Property to you or can require you to leave it immediately. We will treat any of these circumstances as a cancellation of the Booking by you and we shall be under no obligation to refund you for any fees already paid to us in those circumstances. Any refund will be at our sole discretion.
You agree to allow us or any representative of ours access to the Property at any reasonable time (save in the case of an emergency when access shall be permitted at any time) during your stay for the purpose of essential repairs, in an emergency or to ensure you are complying with the Booking agreement.
9. Complaints
Every effort has been made to ensure that you have an enjoyable and memorable holiday. If however, you have any cause for complaint it is important that remedial action is taken as soon as possible.
It is essential that you contact us if any problem arises so that it can be speedily resolved. It is often extremely difficult (and sometimes impossible) to resolve difficulties properly unless we are promptly notified. Discussion of any criticisms with us whilst you are in residence at the Property will usually enable any shortcomings to be rectified straightaway. In particular, complaints of a transient nature (for example, regarding preparation or heating of the Property) cannot possibly be investigated unless registered whilst you are in residence.
If any complaint cannot be resolved during your holiday, you must write to us with full details within 14 days of the end of it.
10. Our Liability
Our maximum liability for losses you suffer as a result of us acting in breach of these terms and conditions is strictly limited to the total fees you have paid for the Booking.
We shall not be liable for any losses which are not a foreseeable consequence of us breaking these Booking Conditions. Losses are foreseeable where they could be contemplated by you and us at the time your Booking is confirmed by us.
Your Booking is made as a consumer for the purpose of a holiday and you acknowledge that we will not be liable for any business losses howsoever suffered or incurred by you.
We shall not be liable to you for any personal injury or damage to or loss of personal property, except where the injury, damage or loss is caused by our negligence.
This does not exclude or limit in any way our liability for death or personal injury caused by our negligence or for fraudulent misrepresentation; or for any matter for which it would be illegal for us to exclude or limit, or attempt to exclude or limit, our liability.
In the event that any large electrical appliance such as a refrigerator, hot tub, oven, washer or dishwasher at the Holiday Property breaks down during your stay and cannot be repaired within 24 hours of you notifying us, then you agree to accept an ex-gratia payment of £10 (ten pounds) per product for each subsequent 24 hour period that you are without the use thereof (breakdown due to misuse excluded).
In the event of a fundamental breakage to the boiler / hot water system, electricity, water or other utility supply or any circumstances beyond our reasonable control such as a serious flood, fire, explosion or accident which means that you need to vacate the property, you agree to a refund of the Letting Fee on a pro rata basis.
11. Law
The contract between you and us is governed by the law of England and Wales and we both agree that any dispute, matter or other issue which arises between us will be dealt with by the Courts of England and Wales.
12. General
You may not transfer your Booking or any rights and responsibilities under these Booking Conditions to any other person, without our prior written consent.
If at any time any part of these Booking Conditions is held to be unenforceable for any reason under any applicable law, that part shall be deemed omitted and the enforceability of the remaining parts shall not in any way be affected by that omission.
These Booking Conditions, together with the PBC and our confirmation email contain the entire agreement between us and you relating to the Booking and supersedes any previous agreements, arrangements or discussions.
20 May 2022