Terms and Conditions
Booking Terms and Conditions
Last Updated:
4th January 2023
BEFORE MAKING A BOOKING REQUEST THROUGH US, PLEASE READ THESE BOOKING
TERMS CAREFULLY. WHEN YOU MAKE A BOOKING REQUEST THROUGH US (WHETHER
BY THE WEBSITE, EMAIL OR TELEPHONE), THESE BOOKING TERMS ARE DEEMED TO
BE ACCEPTED BY YOU.
1. WELCOME
You and us: In these terms and conditions (which we call 'Booking Terms')
• "we", "us", "our" means Woodhill Cottages and
• "you", "your", means the holiday maker who is making a booking request.
These Booking Terms apply to any booking you make through us for use of a holiday property
(which we call a "Property") featured on our Site (and we call that booking of a Property a
"Booking"). The Booking might be made on the website, by email or by telephone.
When you make a Booking you are entering into two legally binding contracts at the same time,
as follows:
Contract 1: When you book a Property, you are entering into a contract for the use of the
Property and any related services. We call that use of the Property and any related services the
"Rental Services" and we call that contract you have with us the "Rental Contract". The terms of
the Rental Contract are:
• these Booking Terms;
• the dates (and time periods) for a Booking during which you will be entitled to use the
Property (which we call the "Holiday Period");
• the other details specific to your Booking including the Property and any restrictions
notified to you during the Booking process (which we call the "Booking Details");
• the charges payable by you to us for hiring the Property and any related services which
are otherwise due to us by you (which we call the "Rental Charges"); and
• any other special or additional conditions that we draw to your attention during the
Booking process before we accept your Booking by providing you with a Booking
Confirmation (as defined below).
Contract 2: You are also entering into a second contract directly with us for the services we
provide via the website. We call this second contract the "Booking Contract". The services we
provide you are of two kinds:
• services we provide to you to allow you to make a Booking (which we call the "Booking
Services")
Site Terms of Use:
Please note that additional terms apply to the use of and access to the website by you, for
example the Privacy Policy.
All the legal terms:
Before you use the Site, or make a Booking, please carefully read these Booking Terms, our
Terms of Use (if any in place at the time you make your Booking) and all other polices we refer
to in those documents (including our Privacy Policy). We recommend that you print or save a
copy of these for your reference.
Questions
If you have any questions about these Booking Terms, please contact us using the contact
details below.
Other Definitions:
In addition to the definitions above, to make these Booking Terms easier to read, we use a few
other definitions which apply throughout. These are:
• "Balance" means the balance of the Total Charges payable by you after payment of the
Deposit as set out in paragraph 4.
• "Booking Confirmation" is defined in paragraph 2.
• "Deposit" means the initial instalment of the Total Charges quoted to you during the
Booking process and payable by you when making a Booking. Please note, where you
cancel a Booking after we send you your Booking Confirmation (as set out in paragraph
2) because you have changed your mind, your Deposit payment will be non-refundable.
• "Guests" means holidaymakers other than you who are booked to stay at the Property
during the Holiday Period under your Booking and includes, if the Owner has approved,
any additional visitors that are permitted to attend the Property during the Holiday Period.
• "Total Charges" means the total charges that you owe to us under a Rental Contract (i.e.
the Rental Charges), that you owe to us under a Booking Contract (i.e. the Booking
Fee)..
How to read these Booking Terms:
Whenever you see a general phrase followed by words like “include”, “including”, “for example”,
“such as” or “in particular” (or anything similar) the general phrase stays as a general phrase –
what follows are just non-exclusive examples of the general phrase.
BOOKINGS:
These Booking Terms apply to any booking you make through us for use of a holiday property
(which we call a "Property") featured on our website (and we call that booking of a Property a
"Booking"). The Booking might be made on the website, by email or by telephone.
When you make a Booking you are entering into a legally binding contract, as follows:
We arrange a Booking with you as an owner of a Property. That means that when you book a
Property, you are entering into a contract for the use of the Property and any related services.
We call that use of the Property and any related services the "Rental Services". The terms of the
Rental Contract are:
These Booking Terms;
• the dates (and time periods) for a Booking during which you will be entitled to use the
Property (which we call the "Holiday Period");
• the other details specific to your Booking including the Property and any restrictions
notified to you during the Booking process (which we call the "Booking Details");
• the charges payable by you for hiring the Property and any related services which are
otherwise due by you (which we call the "Rental Charges"); and
• any other special or additional conditions that we draw to your attention during the
Booking process before we accept your Booking by providing you with a Booking
Confirmation.
All the legal terms:
Before you use the website, or make a Booking, please carefully read these Booking Terms,
and all other polices we refer to. We recommend that you print or save a copy of these for your
reference.
Changes to these Booking Terms:
These Booking Terms were most recently updated on the date that appears at the top of this
page. However, please be aware that we may update these Booking Terms from time to time.
We may make these changes by posting a copy of them on the Site please check the latest
version of these Booking Terms before you make a Booking to ensure you understand the legal
terms that apply at that time. Any changes will take effect 15 days after the date on which we
post the modified terms on the website. If you continue to use the website after that period has
expired, it means that you accept any such changes. The modified Booking Terms will not apply
to any Bookings for which we have sent you a Booking Confirmation before the date when the
modified Booking Terms come into effect.
Questions:
If you have any questions about these Booking Terms, please contact us using the contact
details below.
2. MAKING YOUR BOOKING
2.1 To be eligible to make a Booking:
• you must be 18 years of age or over and have the legal capacity to enter into legally
binding agreements;
• you must register with us on our website (in advance or when Booking) or by telephone
by providing your full name, telephone number, email address and any other information
that we may request in order to process your registration; and
• you must possess a valid payment method such as a valid debit or credit card, or any
other digital option as accepted by us.
2.2 What you confirm:
By submitting a Booking to us, you confirm that:
• everything in paragraph 2.1 is true and accurate; and
• you and the Guests agree to these Booking Terms.
2.3 How to make a Booking:
You may make a Booking directly using our website or by contacting us by telephone or by
email using the details contained below. If you provide your Booking details to us by email, we
will send to you a link to the website so that you can make a Booking and pay us online or we
shall arrange to call you and follow the telephone Booking procedure.
2.4 What making a Booking means:
By making a Booking through us you are making an offer to:
• enter into a Rental Contract in relation to the Property you have selected;
• pay us all amounts due in respect of the Deposit and Total Charges.
Please note that no Rental Contract creates any type of landlord and tenant relationship. A
Rental Contract only creates a temporary licence to occupy.
The Booking Process:
The following steps must take place before a Booking can be confirmed:
• For website Bookings:
Before submitting your Booking on the Site, the Booking process will give you the opportunity to
review your Booking, including these Booking Terms and the Booking Details and, if you require,
allow you to make any amendments to your Booking; and
you will receive an on-screen acknowledgement of your Booking and a receipt for your payment
by email at the email address you have provided us.
• For telephone Bookings:
We will read to you your Booking Details and various other details for you to confirm they are
accurate and you are happy with these details. You may make any required amendments at this
point. After this, we will then request your payment details and we will process payment of your
Deposit or Total Charges in respect of your Booking; and we will verbally confirm your booking
and, if requested, will send you a receipt for your payment by email at the email address you
have provided to us.
Confirming your Booking:
Provided we have successfully processed your Deposit (and any other payment, if required) and
the Property is available for the Holiday Period, we will send you an email (or a letter if you have
not provided us with an email address) confirming your Booking together with a link to these
Booking Terms and other details relating to your Booking. We call this the “Booking
Confirmation”. Please note that you must check your emails and post regularly. If we do not hear
from you within 24 hours of sending, we will take it to mean you are happy with these details.
Also, please let us know promptly about any change to your postal or email address so that you
inform us how to communicate with you.
When your Booking is confirmed and when contracts are formed:
When we provide you with the Booking Confirmation (which will be at the point we send you the
email or post you a letter confirming your Booking), we are accepting your offer. It is at this
point, when we send you the confirmation email or letter, which is your Booking Confirmation,
that you enter into the legally binding Rental Contract.
Your responsibility to check the Booking Confirmation:
Please check all the details in your Booking Confirmation promptly after receiving the Booking
Confirmation and notify us as soon as possible, and in all cases within 24 hours of receipt of
your Booking Confirmation, if you think there are any mistakes or errors with your Booking. If
you notice that it is you who have made a mistake, we may be able to amend your Booking but
you could incur additional costs. If we have made a mistake with your Booking or it contains any
errors, which are our fault, you will need to contact us with 24 hours of receipt of your Booking
Confirmation to confirm your correct Booking Details to us so we can then reissue your Booking
Confirmation. You will not incur any additional costs for this.
When we may cancel after a Booking Confirmation and costs involved:
Even after we have sent you the Booking Confirmation, we have the right to cancel a Booking
where we reasonably believe that:
• the Booking is not legitimate;
• you have broken or are likely to break any of the Booking Terms relating to a previous or
current Booking;
• any information you have supplied is incorrect or insufficient; or
• you have behaved in an inappropriate, abusive or unlawful manner to us or our staff.
If we cancel your booking in any of these circumstances we will tell you in writing and
we will have no further
responsibility to you and you may have to pay us and third parties (as applicable) all costs and
expenses reasonably incurred in providing you with the Booking Services, Rental Services and
Third Party Other Services respectively up to the date we cancel the Booking.
Unavailability of the Holiday Period.
We may also have the right to cancel a Booking even after we have sent you the Booking
Confirmation, where the Property is unavailable for your intended Holiday Period (and this is not
due to an Unexpected Event (when clause 12 applies) or for one of the reasons referred to in
clause 11 (when clause 11 applies)). If this occurs, we shall refund you: (i) the Rental Charges
that you have already paid for the Booking; and (ii) any other compensation that may be due to
you (other than any low deposit charge you have made directly to us).
Restrictions on Holiday Periods:
There may be some restrictions on Bookings:
• Maximum Holiday Periods: The maximum holiday period for any Booking is always
subject to availability of the particular Property. However, certain Properties may have a
maximum Holiday Period, which will be clearly stated on the relevant Property description
page on our Site. You will not be permitted to make a Booking for a Holiday Period which
is longer than this maximum period.
• Minimum Holiday Periods: Certain Properties will only be available for Bookings of a
minimum holiday period. Again this will be clearly stated on the relevant Property
description page on our Site. You will not be permitted to make a Booking with a Holiday
Period that is shorter than this minimum period.
3. OUR ROLE AND SCOPE OF OUR LIABILITY
We act on behalf of ourselves in supplying you with the Booking Services and we collect the
Booking Fee and Rental Charges on behalf of ourselves.
OUR RESPONSIBILITIES
We will:
• perform the Booking Services and Rental Services using reasonable care and skill;
• provide an accurate, complete and up to date description of the Property, and as soon as
reasonably possible; notify you in writing of any changes to the description of the
Property and/or Rental Services relating to your Booking which would make our
descriptions of the Property inaccurate, incomplete or misleading;
• subject to exceptions, ensure that the Property is vacant, not make any use of the
Property (including conducting any viewings of the Property) and ensure that you and
your Guests have exclusive access to the Property and Rental Services for the full period
of the Holiday Period unless we are entitled to refuse you and your Guests access to or
require you to leave the Property;
• ensure that the Property is properly maintained, clean, tidy and in good repair at the start
of the Holiday Period;
• ensure that we, the Property and the Rental Services will comply with all applicable laws
and regulations, in particular, relating to fire, health, safety, utilities and planning and data
protection;
• ensure that we have the right to provide the Rental Services, let the Property and
otherwise enter into the Rental Contract with you;
• maintain, at our expense and with a reputable insurance company, insurance policies to
meet our liabilities under the Rental Contract with you;
• co-operate with you on all matters relating to the Rental Contract, including providing the
Rental Services and processing any refunds that may be due to you.
• provide Property access details to you (including all keys) so you can make use of the
Property for the Holiday Period and ensure that suitable arrangements are in place for
you to collect and return the keys for the Property;
• show all due consideration and respect to you and your Guests including refraining from
any dangerous, offensive, inappropriate, violent or anti-social behaviour towards you and
your Guests;
• comply with the terms of the Rental Contract;
• respond to queries, complaints and problems which arise during or after the Holiday
Period and use best efforts to resolve them; and
• if VAT forms part of the Total Charges, provide you with a VAT invoice if you request one
in writing.
Exclusion of liability:
Our obligations to you are limited to those in connection with the Booking Services and the
Rental Services.
Descriptions on the Site:
We make every effort to ensure that the descriptions relating to the Properties and Rental
Services on our Site are accurate and complete. These descriptions include details of the
Property and Rental Services including photos, the availability period of the Property for rental,
the Rental Charges, the facilities available at the Property, maximum occupancy numbers. If we
discover a serious mistake or error relating to this information we will use reasonable efforts to
correct this promptly on the Site and will contact you if that information relates to a Booking that
you have already made.
Limits of descriptions on the Site:
Descriptions of the Property and Rental Services and any ratings on the Site are not advice or
recommendations given by us. Such ratings are only there to give you a general idea of what
level of quality you can expect from a particular Property. If you are unhappy with any
information relating to a Property or Rental Services or believe that they contain any
inaccuracies or errors, please follow the complaints procedure.
When services become unavailable or restricted:
Unfortunately, sometimes some services or equipment (including Rental Services provided by
us) or facilities (including amenities or attractions near by) in relation to a Property, which are
detailed on our Site, may become unavailable or be restricted. As this is outside of our control,
we do not accept any responsibility for any changes, unavailability or restrictions of these things.
If such services, equipment or facilities are not provided in circumstances when you have paid
additional amounts for them, please follow the complaints procedure set out in paragraph 17.
Services for personal use only:
Our Booking Services are available for your personal, private and non-commercial use only. You
may not offer for resale any Booking Services, or Rental Services without our, or where
applicable the relevant Third Parties too, express written permission. To be clear, you and your
Guests are permitted to use the Property as private accommodation for work or business trips.
Wi-Fi and Phone Reception:
We cannot (and do not) guarantee the speed of any broadband at the Property (or what you will
be able to download or stream whilst there). If the description of the Property does not state that
Wi-Fi is included, it is not. Please be aware that internet and phone reception in rural areas can
sometimes be poor. We cannot be responsible for such matters except, if the description of the
Property states that Wi-Fi is included, we will be responsible for ensuring that Wi-Fi has been
set up at the Property.
If the Property is in an agricultural area there will occasionally be sounds and smells associated
with countryside living that cannot be avoided. In respect of any Property there may be traffic
noise. We cannot be held liable for building work noise or disruption coming from neighbouring
properties.
4. CHARGES AND PAYMENT
What we tell you about the charges and when:
Before submitting your Booking to us, you will be presented with or told the Total Charges
payable for your Booking, together with a partial breakdown of the Total Charges such as:
• any additional charges quoted during the Booking process when you make your Booking,
for example, pet charges and other services you have purchased which may be part of
the Rental Services and therefore part of the Rental Charge.
What we tell you about the Deposit and the Balance:
If you are paying a Deposit rather than the entire Total Charges when making your Booking, you
will also be presented with the date by which you will need to make payment to us for the
Balance. The date you are required to pay the Balance will normally be 7 days before the start
of your Holiday Period. Please note that we may (but are not obliged to) contact you via the
contact details you provide us with to remind you of the due date for payment of the Balance.
You should also take note of when the Balance is due for your own reference. However, if the
date the Balance would normally fall due for your Booking has already passed, we will ask you
at the time of the Booking to pay the Balance too.
Forms of payment:
We currently accept various forms of payment including via credit and debit card, or some other
digital options. Please refer to our website for details of the payment cards and other methods of
payment that we currently accept.
Price fluctuations:
Charges may change from time to time due to changes in demand, such as school holidays, but
changes will not affect any Booking you have made which we have confirmed with a Booking
Confirmation.
Taking payments at the time of Booking:
We take the payments due at the time of Booking from your chosen payment method once you
have entered or otherwise provided your payment details and confirmed you wish to pay for the
Booking, subject to payment authorisation.
Taking payments after you receive your Booking Confirmation:
If the Balance or any other additional payments are due after you receive your Booking
Confirmation, then:
• you will need to make these payments either by using the payment feature on the
website or by contacting us by telephone using the number set out below.
Pricing errors found before a Booking Confirmation:
We use our best efforts to ensure that these stated charges are correct at the time when you
submit relevant information onto our systems. However, it is always possible that, despite our
best efforts, some of the charges on the Site may be incorrectly priced. We will normally check
these prices as part of our confirmation procedures so that:
• where the actual Total Charges are less than those quoted to you at the time you made
your Booking, we will charge the lower amount when providing you with the Booking Confirmation; and
• where the actual Total Charges are higher than those quoted to you at the time you made
your Booking, we will contact you as soon as possible to inform you of this error and we
will give you the option of continuing to book the Property at the correct (higher) charges
or cancelling your Booking. We will not process your Booking or issue the Booking
Confirmation until we have your instructions. If we are unable to contact you within a
reasonable time using the contact details you provided during the Booking process, we
will treat the Booking as cancelled, refund the amounts you have paid us, and notify you
in writing.
Pricing errors found after a Booking Confirmation:
If we accept and process your Booking where a pricing error is obvious and unmistakeable and
could reasonably have been recognised by you as a mispricing or we identify it within 48 hours
of us accepting and processing your Booking, we may cancel your Booking, and refund you any
sums you have paid to us.
If you think the amounts due are wrong:
If you think any amounts of which we notify you as due are wrong, please contact us promptly to
let us know. You will not have to pay any interest until the dispute is resolved. Once the dispute
is resolved we will charge you interest on correctly notified sums from the original date that such
payments were due (see paragraph 5 below).
VAT: Total Charges include VAT, where applicable, which you shall be responsible for paying.
Total Charges are per Property:
Total Charges quoted are per Property (and not per person). It is your responsibility to check the
total price before completing the Booking process.
5. CURRENCIES AND INTEREST PAYMENTS
Base currency:
Unless otherwise stated, all charges are quoted in British Pounds Sterling.
Interest for non-payment or late payment:
If you do not make any payment to us by the date that payment is due we may charge interest
to you on the overdue amount at the rate of 4% a year above the base lending rate of the Bank
of England from time to time (but at 4% a year for any period when that base rate is below 0%).
This interest shall accrue on a daily basis from the due date until the date of actual payment of
the overdue amount, whether before or after judgment. You must pay us interest together with
any overdue amount.
6. YOUR RESPONSIBILITIES
Information you provide:
You must make sure that all the information you provide in connection with your Booking,
including all Booking Details, are true, accurate, current and complete.
Your responsibility for transactions made under your name or account:
You accept full financial and other responsibility for all transactions made under your name or
account that you hold with us. We will notify you of any payments that are due and you shall be
responsible for paying them within the timescales that we specify.
Your promises to us:
You promise to us that before, during and after the Holiday Period:
• the number of people and pets occupying the Property will not exceed the number stated
in the Booking Confirmation;
• you cannot arrange for additional visitors to come to the Property or hold events (such as
parties, celebrations or meetings) at the Property without obtaining our consent in
advance;
• the Property will be used solely for the purpose of a holiday or private accommodation by
you and your Guests and will not be used for any commercial or business purpose. To be
clear, you and your Guests are permitted to use the Property as private accommodation
for work or business trips;
• you will (and you will ensure that your Guests will) show all due consideration and
respect for us, our representatives, neighbours and other persons or parties that have a
connection with the Property. This includes refraining from abusing your right to use the
Property or Rental Services or participating in any illegal, dangerous, offensive,
inappropriate, violent or anti-social behaviour towards such people;
• you will (and you will ensure that your Guests will) use the Property and Rental Services
lawfully, will not abuse or damage any facilities provided as part of the Rental Services
and will comply with any health and safety or other policies or instructions notified to you
by us in connection with the Property or Rental Services;
• you will allow us or any representative of ours (including any tradespeople) to access the
Property at any reasonable time during the Holiday Period provided we provide you with
reasonable advance notice (except where we require access to the Property due to an
emergency, for example, if repairs need to be carried out or we become aware that you
have breached, or have reasonable suspicion to believe that you will breach these
Booking Terms);
• you will keep the Property and all furniture, utensils, equipment, fixtures and fittings in or
on the Property in the same state of repair and condition as at the start of the Holiday
Period and you will ensure that at the end of your Holiday Period the Property is left in
the same state of order and cleanliness in which it was found.
We may charge you for any additional, reasonable charges for professional
cleaning after the end of your Holiday Period where you have failed to comply with
this paragraph. These charges are necessary in order to return the Property to its
original state of cleanliness and tidiness for future bookings by other customers.
• you will report as soon as possible to us any breakages or damage caused by you or
your Guests during the Holiday Period. Without affecting any other remedies that we
have under the Rental Contract, you promise to fully reimburseus for the cost of
replacement or repair for such breakages or damage.
• you will arrive at the Property no earlier than the time confirmed in your Booking
Confirmation on the first day of your Holiday Period and you will vacate the Property by
no later than the time confirmed in your Booking Confirmation on the last day of your
Holiday Period) or any other times as otherwise agreed with us in writing;
• you will not allow any person other than you and your Guests to use the facilities and
amenities of the Property without our express permission.;
• you will provide us with any information that is reasonably requested from you or your
Guests;
• you will keep the location of all keys for the Property, which we shall provide you (or
otherwise provide you details of in the Booking Confirmation), confidential and return all
of them and other access mechanisms at the end of your Holiday Period to the location
requested by us in the Booking Confirmation or as we may otherwise request from you;
and you will notify all Guests before the Holiday Period starts of your and their obligations
under this paragraph 7.
Your responsibility for Guests:
You will be responsible for all Guests staying at the Property and the things they do (and do not
do) even if you do not stay there yourself during the Holiday Period.
Your responsibility for travel and health documentation:
You will be responsible for ensuring that you, your Guests and any pets have the relevant travel
and health documents and requirements needed for visiting the country in which a Property is
located. These include any passport or other identification documents, visa requirements and, in
the case of pets, any vaccines or microchips. We will not be liable for any expenses incurred
resulting from your missing, incomplete or incorrect documentation or any non-compliance with
such requirements.
Your responsibility to comply with the law:
You will be responsible to ensure that you and your Guests comply with applicable laws (such
as restrictions on travel or staying at properties due to health or lockdown or due to inclement
weather).
Failure to comply with anything in this paragraph:
If you or any Guest fails to comply, or is likely to fail to comply, with any of the requirements set
out in this paragraph, we may refuse to allow you and your Guests to enter and stay at the
Property, or can require you and your Guests to leave the Property before the end of the Holiday
Period. In either case, you will be treated as having broken the terms of Rental Contract and
your Booking will be cancelled. In these circumstances, you will not receive a refund of any of
the Total Charges and we shall not be responsible for any other costs and expenses you have
to pay due to you not being able to stay in the Property, such as the cost of finding any
alternative accommodation or making alternative travel arrangements. This may also affect our
decision as to whether or not to accept any future Booking from you.
Failure to comply with anything in these Booking Terms:
We shall also not be responsible for having to find alternative accommodation for you if you
have breached any of your obligations under these Booking Terms.
8. PETS
Allowance for pets and extra charges:
Pets are only allowed at a Property where this is expressly stated in the applicable Property
description on the website. There may be an additional charge for bringing pets, which we will
notify you of at the time of Booking.
Pets in a Property when they are not allowed:
If a pet is taken to a Property that does not allow pets, or the stated number/size of pets is
exceeded, we (or our representative) have the right to:
• refuse to allow you and your Guests to enter or stay in the Property; and/or
• ask you and your Guests to leave the Property before the end of the Holiday Period; and
you must comply.
Pets in a Property when they are not allowed – and ending the Rental Contract:
If we exercise our rights as above, we may end the Rental Contract.
Damage by pets, traces of pets – and extra charges:
You will be responsible for all damage caused by your and/or your Guests' pets. For any pets
allowed in the Property, you should remove all traces (inside and outside) from the Property of
pet occupation before you and your Guests vacate the Property at the end of the Holiday
Period. We may make an additional, reasonable charge for professional cleaning after your
Holiday Period due to any pets that have stayed at the Property.
Pet rules:
You must not allow pets on beds or on furniture within the Property. Pets must not be left alone
in the Property (which include the garden and any outside areas) at any time.
Breaking the pet rules and ending the Rental Contract:
If you break the terms of paragraph 8 we(or our representative) may notify you that you have
broken those terms and if you continue to do so may end the Rental Contract and require you
and your Guests to leave the Property before the end of the Holiday Period.
Registered assistance dogs:
Registered assistance dogs are allowed in all Properties featured on our Site, even where the
property description states that pets are not allowed, provided that you comply with the
provisions in paragraph 8. You must notify us of the intended presence of any assistance dogs
before Booking.
Allergy to animals:
If you or your Guests have an allergy to animals, please be aware that we cannot guarantee
that an assistance dog, or other animals, have not stayed in a particular Property recently. We
cannot accept responsibility for any health condition which may occur as a result of any animals
having been present in a Property. It is your responsibility to make specific enquiries before
making a Booking through us if you or your Guests have an allergy.
9. AMENDING, CANCELLING OR TRANSFERRING A BOOKING AFTER A BOOKING
CONFIRMATION
Amending a Booking after the Booking Confirmation:
• If you would like to amend your Booking after the Booking Confirmation, please contact
us directly using the contact details below.
• If we agree to amend the Booking, there may additional charges and an administration
charge. The additional charges may be due to us under the Rental Contract (which could
occur, for example, if your Booking has been amended for a more expensive or longer
Holiday Period) or due to us under the Booking Contract (for example, to cover our costs
of making the amendment). We will always notify you of these charges in advance and
you will be responsible to pay them.
Cancelling a Booking after you receive your Booking Confirmation because you have changed
your mind:
If you change your mind after you receive your Booking Confirmation:
• if you wish to cancel the Rental Contract more than 6 weeks before the start of the
Holiday Period, you will be entitled to a refund of the Rental Charges you have paid
minus: (i) the Deposit; and (ii) all reasonably incurred charges for any other services that
we provided to you up to the date you cancelled the Rental Contract; and
• you do not have a right to cancel the Rental Contract 6 weeks or less before the start of
the Holiday Period.
Transferring a Booking after a Booking Confirmation:
You may not transfer your Rental Contract or a Booking Contract to another person. If you do
not stay at the Property during the Holiday Period but your Guests do, you will still be legally
responsible for all your obligations under the Rental Contract and these Booking Terms and
your Guests' compliance with them.
10. YOUR RIGHTS TO END A RENTAL CONTRACT
Your rights to end a Rental Contract other than where you change your mind (as outlined in
paragraph 9):
You may immediately end a Rental Contract:
• if we have committed a serious breach of our obligations to you as set out in these
Booking Terms;
• if we have told you about a material error in the charges or Booking Details or a
significant error in the description of the Rental Services relating to your Booking and you
notify us that you do not wish to proceed; or
• if we notify you about a change to the Total Charges due to changes in the applicable
exchange rate and you notify us that you do not wish to proceed.
What refunds you are entitled to if you end a Rental Contract in these circumstances:
If you end a Rental Contract for any of the reasons above, then within 14 days of the date you
notify us that you wish to end the Rental Contract for these reasons we will refund to you the
Rental Charges that you have already paid for the Booking and the amount equivalent to the
Booking Fee that you have already paid for the Booking.
If you end a Rental Contract for any of the reasons in paragraph 10 then within 14 days of the
date you notify us that you wish to end the Rental Contract for these reasons:
• depending on who is at fault for the error, we will refund to you any of the Rental Charges
you have paid less any costs we have reasonably incurred in providing you with the
Rental Services up to the date of termination.
Your consumer rights:
You have certain legal rights as a consumer under the law and nothing in these Booking Terms,
a Rental Contract, a Booking Contract or your Booking affects these legal rights. Advice about
your legal rights in relation to the services we provide is available from your local Citizens'
Advice Bureau or Trading Standards office.
11. OUR RIGHTS TO CANCEL YOUR BOOKING OR END A RENTAL CONTRACT
11.1 Our rights to end a Booking or Rental Contract (no refund):
Without affecting any other right or remedy available to us, we may cancel your Booking or bring
to an end a Rental Contract if:
• you do not make any payment when it is due and you still do not make payment within 7
days of the date your payment is due (though we will send you a reminder that your
payment is due);
• you do not, within a reasonable time of us asking for it, provide us with information,
including any Booking Details, that is necessary for us to provide Booking Services or the
Rental Services;
• you fail to perform or comply with any of your obligations (when we consider your failure
to be serious or important) contained in the Rental Contract, the Booking Contract or
these Booking Terms, including if:
1. you or your Guests do not comply with the obligations set out in paragraph 6;
2. you do not comply with the applicable rules on pets (paragraph 8) or
3. you are declared bankrupt, make any arrangement with or for the benefit of your
creditors, are unable to pay your debts or have a county court administration order made
against you.
Consequences if a Booking or Rental Contract ends in the circumstances of paragraph 11.1:
If a Booking or Rental Contract ends for any of the reasons in paragraph 11.1, then you will not
be entitled to any refund of any Total Charges or other charges that you have paid in connection
with your Booking. Also, we shall not be responsible for any other costs or expenses you have
to pay due to this (such as the cost of finding any alternative accommodation or making
alternative travel arrangements).
11.2 Our rights to end a Booking/ Rental Contract (as applicable) (refund):
Without affecting any other right or remedy available to us, we may cancel your Booking or bring
to an end a Rental Contract if:
• we become aware of any health and safety or quality-related issue with the applicable
Rental Services or Property or its immediate surroundings (for example contamination to
the Property's water supply).
Consequences if a Booking or Rental Contract ends in the circumstances of paragraph 11.2:
If a Booking or Rental Contract ends for any of the reasons in paragraph 11.2, we:
• may (but are not obliged to) arrange alternative accommodation for you and your Guests
of an equivalent type and standard in a similar location. We will not be responsible for
any costs associated with arranging alternative accommodation and arranging this may
be subject to the payment of additional charges by you if the Total Charges for the
alternative are higher than those actually available to you under the cancelled Booking
(which might not be all of the Total Charges under the cancelled booking). We will always
get your approval in advance of arranging any alternative accommodation and notify you
of the additional costs.
12. EVENTS OUTSIDE OUR REASONABLE CONTROL
Force majeure leading to cancellation:
We have a right to end the Rental Contract and cancel your Booking if an event occurs beyond
your, or our reasonable control (which is what we call an “Unexpected Event”). Examples of
Unexpected Events include any law, guidance or action taken by a national or local government
or public authority or any consequences of them; a fire or accident; epidemic or pandemic; act
of God, flood, adverse weather conditions or other natural disaster, or any other event of any
nature which prevents or is likely to prevent:
• you and your Guests from staying at the Property for some or all of the Holiday Period;
• us complying with our obligations under the Rental Contract with you.
Alternatives after such a cancellation:
If an Unexpected Event happens that results in your Booking or Rental Contract being cancelled
by us you may select one of the following alternative options:
• we will try and help arrange alternative accommodation for you and your Guests of an
equivalent type and standard in a similar location. However, we will not be responsible for
any costs associated with arranging alternative accommodation and arranging this may
be subject to the payment of additional charges by you if the Total Charges for the
alternative are higher than those actually available to you under the cancelled Booking.
We will always get your approval in advance of arranging any alternative accommodation
and notify you of the additional costs; or
• we will refund you the Rental Charges minus any cost and expense the we have
reasonably incurred in providing you with the Rental Services up to the date of
termination.
Notification of options:
If an Unexpected Event occurs, we will notify you as soon as reasonably possible after we are
aware of it and inform you of the available options.
Consequences after an option has been provided:
After providing you with your preferred option under paragraph 12, we shall have no further
responsibility to you in relation to your original Booking.
13. OTHER CONSEQUENCES OF A RENTAL CONTRACT ENDING FOR WHATEVER
REASON
Consequences of a Rental Contract ending:
If the Rental Contract ends during or at the end of the Holiday Period, you must:
• leave the Property together with all Guests as soon as possible;
• notify us that you and your Guests have left the Property and, if relevant, the reasons for
doing so; and
• return the keys to the location instructed by us
Consequences of your decision to leave the Property before the end of the Holiday Period: If
you leave the Property before the end of the Holiday Period of your own accord (and not due to
an Unexpected Event (paragraph 12) or because you have ended the Rental Contract with one
of your rights under paragraph 10) no refunds for any charges are payable.
14. INSURANCE
You are strongly advised to take out travel insurance with a reputable provider before booking to
cover your Booking. If you do not do this then you are strongly advised at least to take out travel
insurance with a reputable provider before departing for your holiday. Any insurance should
ideally cover you for the total cost of your Booking (and your stay if that is different). It is your
responsibility to check that your insurance cover is sufficient for your own purposes and any
likely risks that may affect you or your holiday.
15. WHAT WE ARE AND ARE NOT LIABLE FOR. OUR LIABILITY.
What we are always responsible for:
15.1 We do not exclude or limit in any way our responsibility to you where it would be unlawful
to do so.
15.2 Our responsibility under the Booking Contract (and otherwise):
We are responsible to you under a Booking Contract for anything we say in these Booking
Terms that we will do under that Booking Contract.
Apart from the responsibilities under paragraph 15.1, we do not give you the benefit of (i.e. we
disclaim) any and all other promises, warranties, conditions, or representations relating to these
Booking Terms, any Booking Contract and any Rental Contract or otherwise, whether express,
implied, oral or written, to the fullest extent that we are able to do so under applicable law.
Apart from the responsibilities under paragraph 16.1 (where we have unlimited liability), our total
liability to you for any breach of the Booking Contract or the Rental Contract, however that may
arise, is limited to the total of the Booking Fee and any other charges you have paid to us on our
own account.
Our responsibility is limited to ‘foreseeable’ losses:
Within the limits of paragraph 15.2, where we are responsible to you, we shall not be
responsible to you for any losses unless they are a ‘foreseeable’ consequence of our failure to
comply with a term of the Booking Contract or the Rental Contract. Losses are ‘foreseeable’
where they were contemplated by us at the time we sent you a Booking Confirmation.
Personal Belongings and Injury:
You acknowledge that personal belongings and vehicles (together with their contents) belonging
to you and your Guests are left at the Property entirely at your and their own risk. We accept no
liability for any loss, damage or injury to you or your Guests, or your or their personal property
during the Holiday Period, except to the extent such loss, damage or injury is caused by our
negligence.
16. PRIVACY POLICY AND COOKIE POLICY
Privacy Policy:
We take your privacy very seriously. Please read our Privacy Policy to see how we use your
personal information, including the information you submit about yourself when making a
Booking. By submitting your personal information to us, you agree to our use of that information
in the ways described in our Privacy Policy, including sharing your information with our
representatives for the purposes of their provision of the Rental Services.
Recording telephone calls:
We may record telephone calls between us for monitoring and training purposes. If there is a
dispute between us, we reserve the right to review any recorded calls between us and to use
those recording in the process of that dispute.
17. COMPLAINTS
Complaints generally:
If you have any complaint please contact us by telephone or using our relevant contact details.
Complaints while at the Property:
If you are still staying at the Property and wish to make a complaint about a Property or Rental
Service, we would suggest that in the first instance you contact us (or our representative locally)
as soon as possible (and during the Holiday Period). This will give you and us the best
opportunity to resolve your complaint during the Holiday Period (and will hopefully assist in any
issue, loss or damage either not being suffered or it being reduced).
Your legal rights:
Nothing in this Complaints paragraph affects your legal rights or any right you may have to bring
legal proceedings against us under a Rental Contract.
18. OTHER IMPORTANT TERMS
Electronic communications:
You agree to receive communications from us electronically and that electronic communications
will satisfy any legal requirement for communications to be in writing. Where these Booking
Terms say something is ‘in writing’ or similar, it includes by email.
Transferring Rental Contract and Booking Contract:
We may transfer our rights and obligations under the Rental Contract to a purchaser of our
Property (New Owner). The New Owner, and not us, will be responsible for performing our
rights and obligations under the Rental Contract from the date of transfer. Any transfer of this
nature that would be detrimental to you is not permitted unless you agree otherwise. We will
inform you of all transfers of this nature. The only difference between the original Rental
Contract or Booking Contract and the new Rental Contract or Booking Contract is the person
your contract is with i.e. it is the New Owner.
We may transfer our rights and obligations under the Booking Contract or Rental Contract to a
person or legal organisation who is not a New Owner. We will contact you to let you know if this
is planned. If you are unhappy with the transfer, you may contact us to end the relevant contract
within 14 days of us telling you about it and we will refund you any payments you have made in
advance for services that have not been provided under the relevant contract.
You have no similar rights to transfer a contract (see paragraph 9).
No third party rights:
Each Booking Contract for the provision of the Booking Services is between you and us. Each
Rental Contract is between you and us. No other person shall have any rights to enforce any of
the terms of each respective contract.
Separate paragraphs:
Each of the paragraphs of these Booking Terms operates separately. If any court or relevant
authority decides that any of them are unlawful, the remaining paragraphs will remain in full
force and effect.
Waiting to enforce a right:
If we do not insist immediately that you do anything you are required to do under these Booking
Terms, or if we delay in taking steps against you in respect of you breaking a term of a Booking
Contract or Rental Contract, that will not mean that you do not have to do those things and it will
not prevent us taking steps against you at a later date. For example, if you miss a payment and
we do not chase, then we can still require you to make the payment at a later date.
The law that applies to all this:
Any Booking Contract and Rental Contract (and all the relevant Booking Terms within them) are
governed by English law.
CONTACT US
Our contact details are as follows:
Postal address: Lowfields, Beverley Old Road, Skidby, East Yorkshire, HU16 5SR
Telephone number: 07960 755102