Due to the current COVID-19 situation all deposits & balances are fully-refundable in the event of regional restrictions which prohibit travel.
Please note when a national lock-down is not in place this refund policy does not apply to issues concerning the mixing of households.
Booking Terms and Conditions
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
When you book the Property with us you will be sent an email asking for your full contact details, if they have not already been provided, and which includes the details for making a bank transfer of either the Initial Deposit of £50 or full amount depending on the timeframe.
Please note that the Initial Deposit is only refundable if you cancel your booking within seven days of receiving our confirmation of your booking, check your Spam mail if you don’t receive this.
Once your details and the Initial Deposit have been received and accepted by us, we will issue you with our written or email confirmation. The contract between us will only be formed when we send you our written confirmation and is subject to these terms and conditions. We reserve the right to refuse any booking prior to the issue of our written confirmation. If we do this we will promptly refund any money you have paid to us.
You should carefully check the details of our written confirmation and inform us immediately of any errors or omissions.
Your booking is made as a consumer for the purpose of a holiday and you acknowledge that no liability can be accepted for any business losses howsoever suffered or incurred by you.
2. Paying for your booking
You are required to send to us your payment for the balance of the Rental at least three weeks prior to the Arrival Date as set out in our written confirmation. We will send you a reminder by email. If you fail to make a payment due to us in full and on time we may treat your booking as cancelled by you.
3. If you cancel or amend your booking
If you need to cancel or amend your booking you must email us at the address shown on our written confirmation as soon as possible.
A cancellation will not take effect until we receive written confirmation from you.
If you cancel your booking within seven days of receiving our written booking confirmation, we will refund the balance of any money you have paid us.
After seven days, if you cancel your booking more than four weeks prior to the Arrival Date, we will retain the Initial Deposit and refund the balance of any money you have paid to us.
If you cancel your booking less than four weeks prior to the Arrival Date, we reserve the right to retain the Initial Deposit and the Rental. If we are able to secure an alternative booking for the Property; in these circumstances we will refund the Rental (less deposit & any additional costs incurred)
4. 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 and, if it is necessary to cancel your booking, we will refund the balance of any money you have paid us.
5. Your accommodation
You can arrive from 16.00 hours to 19.00 hours on the Arrival Date of your holiday. Check-out is by 10.00 hours on the Departure Date.
Upgrades are available for both early check-ins (2 pm onwards), and late check-outs (1 pm), for a £20 supplement in each case, and are payable in cash on arrival. If you wish to take advantage of these upgrades please let us know as soon as possible as they are subject to availability. Currently restricted due to Covid-19 as we need a certain amount of time between bookings to facilitate enhanced cleaning protocols. These upgrades will be available on a case by case basis.
6. Your obligations
You agree to comply with the park’s Terms & Conditions which you will be asked to read and sign on arrival, and ensure that they are observed by all members of your party.
You will be required to sign Covid-19 Terms & Conditions before arrival. These will be sent to you for electronic signature.
A deposit of £ 150 (Ryedale Lodge, Victory Greenland, Heron Lodge) £ 200 Victory Retreat, against damage or breakages is payable by credit or debit card on arrival. In the event of us accepting an all adult booking of five or six guests the security deposit is £ 300. Deposits are fully refundable subject to an inspection of the Property. Refunds are processed within 24 hours.
You agree to adhere to the rules and instructions for the hot tub. Any damage to the tub, or misuse resulting in a drain-down will mean the loss of the security deposit in full.
You agree to keep and leave the Property and the furnishings, kitchen equipment, crockery, glasses, clean and in good condition. Bedding and towels will be left in good condition.
PLEASE NOTE: THE HOT TUBS ARE SPA EXPERIENCES, DESIGNED TO BE USED SITTING DOWN TO BENEFIT FROM THE JETS AND TO RELAX. THEY ARE NOT HEATED PADDLING POOLS/PLUNGE POOLS. EXCESSIVE WATER DISPLACEMENT CAUSED BY JUMPING IN, SPLASHING ETC CAN CAUSE AIR LOCKS. IF THIS HAPPENS YOU WILL BE CHARGED FOR THE REMEDIAL ACTION REQUIRED, AND COULD BE WITHOUT USE OF THE TUB FOR THE REMAINDER OF YOUR STAY.
ANY GUEST USING FAKE TAN SHOULD SHOWER EXTRA THOROUGHLY BEFORE USING THE HOT TUB AS THESE PRODUCTS CAUSE A FILM ON THE WATER AND AN IMBALANCE IN THE CHEMICALS. THIS CAN NECESSITATE A DRAIN-DOWN, THE COST OF WHICH IS £150, DEDUCTED FROM THE SECURITY DEPOSIT.
You agree not to cause any damage to the walls, doors or windows 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. No liability to you is accepted in respect of damage to or loss of such property, except where the damage or loss is caused by our negligence.
Please note: Our lodges only accommodate six guests when the group includes children. Bookings for groups of five or six adults are only accepted at our discretion.
You may not allow more people to stay in the Property than expressly authorised, nor may you significantly change the makeup of the party during your stay in the Property, nor may you take your pet into the Property. If you do so, we can decline to hand over the Property to you, or can require you to leave it. We will treat any of these circumstances as a cancellation of the booking by you.
You agree to allow us or any representative of ours access at any reasonable time during your stay for the purpose of essential repairs.
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 will usually enable 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.
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.