Terms and conditions

Before making a booking request through us, please read these booking terms carefully. When you make a booking request through us (whether by the site, email or telephone), these booking terms are deemed to be accepted by you.

  1. Welcome
    1. You and us: In these terms and conditions (which we call 'Booking Terms')
      1. "you", "your", means the holiday maker who is making a booking request.
    2. Bookings: These Booking Terms apply to any booking you make through us for use of a holiday property featured on our Site. The Booking might be made on the Site, by email or by telephone.
    3. Two contracts: When you make a Booking you are entering into two legally binding contracts at the same time, as follows:
      1. Contract 1: We arrange a Booking with you as agent for an owner of a Property (each of which we call an "Owner"). That means that when you book a Property through us, you are entering into a contract directly with the Owner 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 the Owner the "Rental Contract". To be clear, we are not a party to the Rental Contract it is between you and the Owner (although we collect money from you on behalf of the Owner as the Owner's agent). The terms of the Rental Contract are:
        1. these Booking Terms;
        2. the dates (and time periods) for a Booking during which you will be entitled to use the
          Property (which we call the "Holiday Period");
        3. 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");
        4. the charges payable by you to the Owner (which we collect on behalf of the Owner) for hiring the Property and any related services which are otherwise due to the Owner by you (which we call the "Rental Charges"); and
        5. any other special or additional conditions that we draw to your attention during the Booking process before we accept your Booking on behalf of the Owner by providing you with a Booking Confirmation (as defined below).
      2. Contract 2: You are also entering into a second contract directly with us for the services we provide via the Site (or via our staff if you book using another method). We call this second contract the "Booking Contract". The services we provide you are of two kinds:
        1. services we provide to you to allow you to make a Booking (which we call the "Booking Services"); and
        2. other services we may offer to you, including where we (not you) have engaged a third party to provide these services to you on our behalf (when the contract for those services is still between you and us), such as a low deposit scheme.
    4. Other contracts: Sometimes, during the course of what we do for you, we may offer other services to you which are neither Booking Services. This will be a situation when we offer to you services which will be provided by a third party directly to you and all we have done is made you aware of those services, or sometimes assisted in facilitating the payments between you and the third party in respect of those services. If you take those services provided by a third party, the contract for those services will be between you and the third party providing those services. An example might be an insurance policy (as we do not provide insurance ourselves). We call these types of services "Third Party Other Services" but Rental Services are never within the definition of Third Party Other Services.
    5. Charges: For charges:
      1. we charge you a non-refundable booking fee for the Booking Services that we provide
        to you under the Booking Contract (which we call the "Booking Fee");
      2. we may collect on behalf of a third party providing the Third Party Other Services, charges for those Third Party Other Services (which we call the "Third Party Other Services Charges").
    6. Site Terms of Use: Please note that additional terms apply to the use of and access to the Site by you, for example the Privacy Policy and Cookie Policy and Terms of Use (if any in place at the time you make your Booking).
    7. 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, Cookie Policy, Low Deposit Policies and any other policy that we may bring to your attention when you are making a Booking). We recommend that you print or save a copy of these for your reference.
    8. 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 Site. If you continue to use the Site 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.
    9. Questions? If you have any questions about these Booking Terms, please contact us using the contact details.
    10. 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:
      1. "Balance" means the balance of the Total Charges payable by you after payment of the Deposit as set out in paragraph 4.
      2. "Booking Confirmation" is defined in paragraph 2.6.
      3. "Deposit" means the initial instalment of the Total Charges quoted to you during the Booking process and payable by you when making a Booking (and all collected by us, although some of this is due to the Owner and some may be due to us, or to us on behalf of a third party). Please note, where you cancel a Booking after we send you your Booking Confirmation (as set out in paragraph 2.7) because you have changed your mind, your Deposit payment will be non-refundable.
      4. "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.
      5. "Total Charges" means the total charges that you owe to an Owner under a Rental Contract (i.e. the Rental Charges), that you owe to us under a Booking Contract and that you owe to a third party under your arrangements with them but that we have agreed to collect on their behalf (i.e. the Third Party Other Services Charges).
    11. How to read these Booking Terms:
      1. 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.
      2. The bold headings at the start of each paragraph are just there as a “signpost heading” for what the paragraph is about. However, it is what is in the full paragraph itself that counts in terms of these Booking Terms. The signpost paragraph headings should be ignored for the purposes of working out legally what the Bookings Terms say or mean.
  2. Making your booking
    1. To be eligible to make a Booking: To be eligible to make a Booking (i.e. to enter into a
      Booking Contract with us and Rental Contract with the relevant Owner):
      1. you must be 16 years of age or over and have the legal capacity to enter into legally binding agreements;
      2. you must register with us on our Site (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
      3. you must possess a valid payment method such as a valid debit or credit card, PayPal account or any other digital option as accepted by our Site.
    2. What you confirm: By submitting a Booking to us, you confirm that:
      1. everything in paragraph 2.1 is true and accurate; and
      2. you and the Guests agree to these Booking Terms.
    3. How to make a Booking: You may make a Booking directly using our Site or by contacting us by telephone or by email using the details.
    4. What making a Booking means: By making a Booking through us you are making an offer to:
      1. enter into a Rental Contract with the applicable Owner in relation to the Property you have selected;
      2. enter into the Booking Contract with us; and
      3. 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.
    5. The Booking Process: The following steps must take place before a Booking can be confirmed:
      1. For Site Bookings:
        1. You submit your Booking Details to us on the Site and provide your payment details which will be used by us to process the payment of your Deposit or Total Charges. 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
        2. 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.
      2. For telephone Bookings:
        1. 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
        2. we will verbally confirm your booking reference and will send you a receipt for your payment by email at the email address you have provided to us.
    6. 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”.
    7. 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 as outlined in paragraph 2.4 (including accepting your offer acting on the applicable Owner's behalf as its agent). 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 with the Owner and the legally binding Booking Contract with us.
    8. 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 (see paragraph 10). 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.
    9. When we may cancel after a Booking Confirmation and costs involved: Even after we have sent you the Booking Confirmation, we on behalf of the Owner, have the right to cancel a Booking where we reasonably believe that:
      1. the Booking is not legitimate;
      2. you have broken or are likely to break any of the Booking Terms relating to a previous or current Booking;
      3. any information you have supplied is incorrect or insufficient; or
      4. you have behaved in an inappropriate, abusive or unlawful manner to us, our staff or any Owner.
    10. Unavailability of the Holiday Period. We may also, acting on behalf of the Owner, have the right to cancel a Booking even after we have sent you the Booking Confirmation, where the Owner notifies us that the Property is unavailable for your intended Holiday Period (and this is not due to an Unexpected Event (when clause 13.1 applies) or for one of the reasons referred to in clause 12 (when clause 12 applies)).
    11. Restrictions on Holiday Periods: There may be some restrictions on Bookings:
      1. Maximum Holiday Periods: The maximum holiday period for any Booking is generally 28 consecutive days, and is always subject to availability of the particular Property. However, certain Properties may have a shorter 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.
      2. 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. Charges and payment
    1. 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:
      1. the Booking Fee. This becomes non-refundable once your Booking is confirmed by us with a Booking Confirmation, and
      2. any additional charges quoted during the Booking process when you make your Booking, for example, heating supplements, pet charges and other services you have purchased which may be part of the Rental Services and therefore part of the Rental Charge owed to an Owner.
    2. 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.
    3. Forms of payment: We currently accept various forms of payment including via credit and debit card, PayPal or some other digital options.
    4. 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 (subject to what we say in paragraphs 4.7 and 4.8).
    5. 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.
    6. 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:
      1. if you authorised us to take payment for these amounts from your chosen payment method when you made your Booking, we will automatically take payment using your original payment method.
      2. if you did not authorise us to take payment from your chosen payment method for these amounts when you made your Booking, or your chosen payment method that you authorised us to take payment from has expired or cannot be used by us and we contact you to inform you of this, you will need to make these payments either by using the payment feature within your account on the Site or by contacting us by telephone using the number set out in paragraph 21.
    7. 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:
      1. 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
      2. 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.
  4. Currencies and interest payments
    1. Base currency: Unless otherwise stated, all charges are quoted in British Pounds Sterling.
  5. Your responsibilities
    1. 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.
    2. 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.
    3. Your promises to us and to Owners: You promise to us and to each Owner (as applicable) that before, during and after the Holiday Period:
      1. the number of people and pets occupying the Property will not exceed the number stated in the Booking Confirmation;
      2. 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 the written consent of the Owner in advance;
      3. 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;
      4. you will (and you will ensure that your Guests will) show all due consideration and respect for the Owner, their 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;
      5. 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 or the Owner in connection with the Property or Rental Services;
      6. you will allow the Owner or any representative of the Owner (including any tradespeople) to access the Property at any reasonable time during the Holiday Period provided the Owner (or us acting on the Owner’s behalf) provides you with reasonable advance notice (except where the Owner requires access to the Property due to an emergency, for example, if repairs need to be carried out or the Owner becomes aware that you have breached, or has reasonable suspicion to believe that you will breach these Booking Terms);
      7. 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. The Owner (or us acting on their behalf) 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;
      8. you will report as soon as possible to the Owner (or to the Owner’s representative) any breakages or damage caused by you or your Guests during the Holiday Period. Without affecting any other remedies that the Owner has under the Rental Contract, you promise to fully reimburse the Owner for the cost of replacement or repair for such breakages or damage. We may facilitate the collection of such payments from you on the Owner's behalf;
      9. 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 the Owner in writing;
      10. you will not allow any person other than you and your Guests to use the facilities and amenities of the Property without the express permission of the Owner;
      11. you will provide us or the Owners with any information that is reasonably requested from you or your Guests;
      12. you will keep the location of all keys/access cards for the Property, which the Owner 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 the Owner in the Booking Confirmation or as the Owner may otherwise request from you; and
      13. you will notify all Guests before the Holiday Period starts of your and their obligations under this paragraph 7.3.
    4. 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.
    5. 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.
    6. 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).
    7. Failure to comply with anything in this paragraph 5: 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 5, the Owner (or the Owner’s representative) 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 neither we or the Owner shall 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.
    8. 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.
  6. Insurance
    1. Some important advice: 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.

See also:

Pet policy

Our team of holiday home experts are at hand to answer any question you have about ownership or staycations at one of our beautiful parks.

Address
7 Austin Boulevard
Quay West Business Park
Sunderland
SR5 2AL
Phone
0333 772 1133
Email
[email protected]

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