Wroxham Holidays - Terms and Conditions

Making your booking

There are 2 ways of making your booking:

1. Directly with us (including referral from adverts such as Independent Cottages).

2. Via an agent (payment facilitator), such as Holiday Lettings (TripAdvisor), Vrbo (HomeAway) or subsidiaries. This may be by Instant

Booking, or payment after receiving a quote once we have accepted your booking request.

1a. If you are booking and paying directly with us, (which will always be your cheapest option)

.

After making your provisional holiday reservation request with us using our online availability and reservation system, email, or by telephone on

01223 244639, we will send you a Quote email with link to our Booking Form by email or post to obtain all your hirer and party details and you will be requested to pay booking deposit(s) of 20% of the hire cost if your holiday start date is more than 8 weeks before your arrival (or 2 payments of 10% upon booking and further 10% at 6 months. Full payment or balance must be paid 8 weeks before Arrival date. In either case, your provisional booking will be held for no longer than 10 days for receipt of your payment, after which your provisional booking will lapse. Your booking is not confirmed until either your Initial deposit (or full payment if less than 8 weeks) has been received (and cleared if by cheque) by us together with a Booking Form, and your booking has been confirmed in writing to you by us.

Once the completed Booking Form and the Initial Deposit have been received and accepted by us, we will issue you with our written provisional

confirmation by post or email. If you book with us online, we will acknowledge that we have received your booking and then send you confirmation by email. If you book by post or phone, we will send your confirmation to you by post unless you tell us at the time of booking that you would prefer it to be provided by email. Your Payment Plan will show your booking details and the payment plan. It may also show any additional agreements or variations to the Terms & Conditions. The contract between you and 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. You should carefully

check the details of our written confirmation and inform us immediately of any errors or omissions.

1b. If you cancel or amend your booking

If you need to cancel or amend your booking you must telephone us on the number shown on our written confirmation as soon as possible.

You will also be required to confirm your cancellation in writing or by email to the address shown on our written confirmation. A cancellation will

not take effect until we receive written confirmation from you. You cannot cancel by text message and we do not conduct bookings by text

messages.

If you cancel your booking within seven days of receiving our written confirmation, we will refund the balance of any money you have paid us.

After such period, if you cancel your booking more than 8 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 8 weeks prior to the Arrival Date, we reserve the right to retain the Initial

Deposit and the Rental, and refund the balance of any money you have paid to us. In these circumstances we will refund the Rental (less any

additional costs incurred) to you if we are able to secure an alternative booking for the Property. You may be eligible to claim on your holiday

cancellation insurance if taken out. It is very strongly recommended that you have adequate personal and holiday cancellation insurance to cover

you and all members of your party, including pets. This should be suitable for UK self catering holidays arranged independently of a travel agent

and should include cancellation protection cover to safeguard you against loss of the cost of your holiday in the event of unexpected cancellation.

Under no circumstances will the Owners be responsible for loss of life, personal injury, medical expenses, accidents, damage to the Hirer’s property,

personal effects or motor vehicle(s) and you should ensure that any insurance covers such eventualities

1c. Changes to your booking.

We will try to accommodate minor changes to your booking when requested before your booking. The Hirer does not have the right to transfer

or assign this booking to another member of the party, or to a third party, and any such action will be deemed as a cancellation of the booking.

Changes within 8 weeks of the start date of your holiday may incur additional charges and all requested changes will be subject to availability.



1d. Cancellation by us

Should the Property suddenly become unavailable for the dates hired by you due to unforeseen circumstances, all efforts will be made to offer a suitable alternative, and we will contact you as soon as is reasonably practical and inform you of the cancellation or any change to your booking and, if it is necessary to cancel your booking, we will refund the balance of any money you have paid to us. If this is not possible, then all monies paid by you (the Hirer) will be refunded to you in full with no deductions but the owners will incur no further liability of any kind. Under no circumstances will the Owners be liable to refund any amount exceeding the amount paid by the Hirer.

2a. If you are booking and paying by an agent

2b. If you cancel or amend your Booking

If you need to cancel or amend your Booking you must write or email to us a soon as possible. The link to your Booking page on your agents

Website will also enable you to submit a cancellation through their website, however you should contact us first before cancelling in this manner. A cancellation or amendment will not take effect until we receive confirmation from you. The Cancellation Policy you accepted when booking through our agent applies to your Booking and they will refund any amounts due to you in accordance with the agreed Cancellation Policy.

2c. If we cancel or amend your Booking

We would not expect to have to make any changes to your booking once it is agreed between you and us, but sometimes problems occur and we do have to make alterations or, very rarely cancel Bookings.

If this does happen, we will contact you as soon as reasonably practical and inform you of the cancellation or change to your Booking. If we cancel your Booking, your booking agent will refund you any fees you have already paid to them. 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, fee for travel, entertainment, activities or insurance.)

T&C’s that apply to all bookings

3. Variations of price.

We reserve the right to vary price without notice. The price of your holiday is however guaranteed once you have received a booking

confirmation.

4. Minimum age of Hirer, & Single Sex parties

All correspondence will be sent to The Hirer at the address or email address on the Booking Form, which must be signed or agreed

electronically by the Hirer who must be at least 18 years old (and must be also a guest). By making the booking, you confirm that you are authorised to make the booking on the basis of these conditions by all other members of the party and they agree that the booking will be governed by these conditions. Please note that we welcome families and groups of friends but we cannot accept bookings of 4 guests where your party is all male or all female where the age of the hirer (and who is also a guest) is less than 25. At no time must the occupancy of the cottage exceed 4 guests. This does not include babies too young to require a bed. We do not supply carrycots.

5. Security deposit (when charged)

Booking agents eg. Vrbo (HomeAway), or TripAdvisor (Holiday Lettings) or their subsidiaries act only as payment platforms and

security of your money until after the holiday starts. We receive payment only one day after your holiday starts. This is the basis

of their Guarantee to you to protect your payments. Your payment plan is with them. Do not send any money to us. You must

follow their payment instructions.

However, our own T&C’s (below) provided within your booking details still apply and you will still be required to fill in our own

Booking Form to provide further details of the Hirer and your party that we require for legal and cottage management. This will

usually be done at the point that we receive your direct email and phone details from the agent (see your own agents booking

process) and you will usually be contacted by us by direct email to you that will be marked in your Inbox as from David Beard.

(Check Junk or Spam if you don’t find)

If you fail to provide these details after several attempts to contact you by email and/or phone) or within 2 weeks of your holiday

we may cancel your booking without refund on the basis of you refusing to communicate properly with us.

For the avoidance of doubt, you acknowledge and agree that the provider of he Property is US and not your booking agent.

A refundable security deposit of £75 may be payable with your balance of hire. If required by us you will be told this before you make your

booking. This will be refunded within 30 days of the end of your holiday less any deductions for the repair of any breakages, losses or damage to the Property or its contents (fair wear and tear excepted as we do understand that sometimes minor accidents do happen). Please report to us any faults to TV or cooking appliances, as very often things can be put right simply, or alternative items supplied. Please note that damages  and losses are not limited to the security deposit and any cost in excess of this amount will be invoiced and payable in full without delay. The security deposit will also be used to cover any additional costs of cleaning if the property is left dirty or if vacated later than 10.00 am on the day of departure.

6. Your accommodation:

What is included in the price?

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.

Your holiday hire includes use of the property from 5.00 pm on the Arrival Date as specified in your Booking Confirmation until 10.00 am on the specified Departure Date. Access to the cottage is by key safe next to front door. The combination code will be as specified in your Booking

Confirmation. Similarly, if you decide to end your stay at an out-of-hours time please lock up the cottage and leave the front door key (and barrier fob) in the key safe and turn the combination so that it is locked. Leave other keys in their locks inside the cottage. If you fail to arrive by mid-day on the day after the Arrival Date, we may treat the booking as being cancelled by you. In this situation we will not refund any money you have paid.

Your hire includes all bed linen, 2 towels per person, and all heating, electricity and water, and cleaning following your stay.. Your hire includes free parking for one vehicle within the secure car park, accessed by an electronic barrier fob, which will be given and returned with the cottage keys. We cannot be held responsible for damage to your vehicle, or for its contents. Your hire also includes free use of the private mooring outside the shared between Albion & Wherry Cottage.

7. Your obligations

Upon your arrival you should immediately notify the Owner or our cleaning and cottage Managers of any cleaning issues, damage or

defects, so they can be noted and rectified as soon as possible. They and We will not take any responsibility for issues not reported

within 24 hrs of Your Arrival date and time.

You agree to keep and leave the Property and the furnishings, kitchen equipment crockery, glasses, bedding and towels clean and tidy and in

good condition and to leave the Property in a similar condition as you found it when you arrived, and to behave in a way at all times while at the

Property which does not break any law. You and all the members of your party also agree not to use the Property for any illegal or commercial

purpose, including sub letting it or otherwise allowing anyone to stay in it that we have not previously accepted.

You agree not to cause any damage to the walls, doors or windows of the Property or to do anything that may be reasonably considered to

cause a nuisance or annoyance to any other occupier of adjoining or neighbouring properties.

You will be responsible to the Owner for all damage or breakages caused by you and/or members of your party (including pets) to the

Property or its contents (including the cost of any work needed to put this right). This includes responsibility for paying for this damage and / or any cost incurred by us in having to disinfect or remove any infestations caused by pets. (see Section 11 below).You are responsible for the actual costs of any breakage or damage in or to the Property – along with any extra costs that may result – which are caused by you or any members of your party.

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.

The Owner, or his appointed on-site Managers, can refuse to allow you into the property or ask you to leave if they reasonably believe you or

any member of your party (or any other person you have invited to the property) are behaving illegally or antisocially or that any damage is likely to be caused, has been caused, or is being caused by the behaviour of you or any members of your party or any person you have invited to the Property. We will treat these circumstances as a cancellation by you.

You agree to allow us or our representative (including workmen) access to the Property at any reasonable time during your stay (except in an

emergency or if a problem needs sorting out quickly and you cannot be contacted in time. In these situations, the Owner or on site Managers can enter the property at any time without giving you prior notice).

8. Liability

The Owners accept no liability whatsoever for any Loss, Damage, Injury or Accident to the Hirer or any member of the Hirer’s party or property

whilst in occupation of the Property or its grounds howsoever caused. This does not include or limit in any way our liability for death or personal

injury caused by our negligence or for fraud or fraudulent misrepresentation; or for any matter for which it would be illegal for us to exclude, or

attempt to exclude, our liability.

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.

9. Events beyond our control (force majeure)

WE will not be legally responsible for any compensation if we are prevented from carrying out our responsibilities under this contract as a result

of events beyond our control. This means an event that we could not, even with all due care, expect or avoid, including;

strike, lock-out or labour dispute, natural disaster, acts of terrorism, war riot or civil commotion, malicious damage, keeping to any law or

governmental order, rule, regulation or direction, accident, breakdown of equipment or machinery, fire, flood, snow or storm.

WE cannot be held responsible for the breakdown of mechanical equipment such as sewage pumps, or for failure of public utilities such as

water, electricity, or WiFi (Internet) that occurs after your holiday starts. In such circumstances you should contact us at the earliest opportunity. WE will consider a partial or full refund based on the circumstances. WE may need to obtain evidence from YOU or third parties.

WE cannot be held responsible for noise or disturbance which comes from beyond the Property or which is beyond the owner’s control.

If we know about any problem before you arrive we will contact you to let you know, and may offer alternative accommodation or a

full refund.

10. Disabilities and medical problems

You are advised that the Property is accessed from the car park via 2 low steps onto a level walkway, and comprises two floors connected by a

standard staircase with handrail leading to the bedrooms and bathroom. The bathroom comprises a standard bath with shower over, pedestal

washbasin and standard w.c. (Wherry) or walk-in shower (Albion) The Hirer is responsible for ensuring that all members of the party are aware of this.

11. Pets

A well-behaved pet is welcome (max 2) at the Property at a charge of £30 / stay to cover additional cleaning. Please note that Hirers are

responsible for the cost of any damages or excessive cleaning charges caused by their pets, and this may be deducted from their Security Deposit (where charged).

Pets are not allowed upstairs, on beds or furniture. You must not leave any pets unattended in the Property, and you must keep dogs on a lead

within the Peninsula cottage gardens and marina grounds.

We cannot be held responsible for any infections or infestations that could transfer between guest visits. You should ensure that your pet(s) are

suitably protected for their own safety and that of following guests, and have suitable pet insurance to cover the costs of any fees incurred by you.

The cottage is advertised as “pet friendly”. If you or any member of your party has a pet allergy we cannot accept any responsibility

for any subsequent health reaction.

12. Smoking

For the comfort of all guests, smoking is not permitted anywhere inside the Property.

13. Web site and Literature differences or omissions

We aim to make sure that the information provided by us is presented accurately on our website, and other promotional literature or material we produce and provide.

Our web site and other adverts and literature is intended as a guide to the Property and facilities only, and we reserve the right to make

changes to the facilities provided or to the Property without prior notice. We regret we cannot accept any liability for errors mistakes or omissions that may arise from any differences between the Property descriptions and photos or the facilities provided and our web site or literature.

14. 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 (or our on-site managers) 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 our on-site managers whilst you are in residence will usually enable any shortcomings to be rectified straight away. 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 28 days of the end of it.

15. 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.

© Wroxham Holidays v050122