Terms & Conditions
Please read these terms and conditions carefully as, together with your booking confirmation and any conditions we refer to on our website, they make up your agreement with us. These terms and conditions apply to bookings made online directly or via a booking platform, by phone or in person.
1.1 If you have booked directly please see points below, if you have booked via a booking platform the terms of your booking and payments will be that stated via the booking platform.
1.2 A deposit of 20% of the total rental cost of the property must be made at the time of the provisional booking.
1.3 Bookings made within eight weeks of the arrival date at the property must be paid in full at the time of the provisional booking.
1.4 All bookings remain provisional until payment has been received in cleared funds. Unless payment has been made within 48 hours of making the provisional booking (unless alternative arrangements have been made), the provisional booking will be treated as cancelled.
1.5 Once the provisional booking has been accepted and all payments then due have been made, we will send you confirmation by email that the booking is confirmed (unless confirmation by post is requested at the time of the provisional booking). Please contact us immediately if any information which appears on the booking confirmation is incorrect or incomplete.
1.6 All bookings remain provisional until confirmed by us in writing at which point the booking contract is formed.
1.7 The balance of the rental cost and security deposit (see 4 below) must be paid in full in cleared funds eight weeks prior to your date of arrival at the property unless you have already authorised us to take the balance of payment from your debit or credit card. A reminder will be sent to you by email one week before this date. Failure to comply with our payment terms may lead to the booking being treated as cancelled whereupon our standard cancellation terms will apply (see paragraph 10 below).
1.8 Please let us have the names of all guests and dogs that are staying. We reserve the right to decline accommodation and to order any unauthorised person off the premises. The person booking the property will be responsible for the obligations and conditions of the booking.
2.1 If you have booked directly please see points below, if you have booked via a booking platform the terms of your cancellation will be that stated via the booking platform.
2.2 Cancellation by you of your booking must be given in writing on over the telephone. The effective date of cancellation is the date we receive your notification and the cancellation charges detailed below will apply.
Cancellation more than 56 days (8 weeks) before rental period start date: Loss of deposit (which is set at 20% of the total rental cost of the property)
Cancellation 56 days or less (8 weeks) before the rental period start date: Loss of 100% of the total rental cost of the property
2.3 The Owners accept all bookings in good faith. However, in the unlikely event of the Owners having to cancel any booking previously confirmed, their liability will be limited to the return to a full refund of any deposit or rent paid, there will be no additional compensation offered.
2.4 When cancelling, it is advisable to telephone for confirmation.
3. Security Deposit
3.1 Guests are asked to leave their accommodation clean and tidy when vacating, to ensure this a security deposit is required. This will cover the cost of any damage or breakages to or at the property, its contents or grounds, any additional cleaning required over the time allowed for a standard departure clean, replacement of lost or non-returned keys (and replacement of locks if necessary), a penalty fee and the cost of professionally cleaning the soft furnishings where the no smoking rule has been ignored, replacement of soiled mattresses, late departure or early arrival (if not agreed), over occupancy of guests or pets or allowing pets into a property that does not permit pets onto furniture or in areas not allowed.
3.2. We will inform you at time of making the booking of the amount of the security deposit.
3.3 An enhanced refundable security deposit may be required for certain types of booking including events, large parties and single sex group bookings (where they have been permitted by the Owner).
3.4 Before your stay begins, we will contact you to take your card details over the phone for the security deposit. These will be held on our secure banking application as a security deposit and your card will not be charged, but the hold means that you won’t be able to access these funds until the hold is released.
*For example, if you’re paying with a credit card with a total credit limit of £1000, and there's a security deposit of £400, your credit card limit would then be £600 until the hold is released.
3.5 You agree to us holding your card details for the purpose of payment of the security deposit or any part of it or for any additional sums which are payable by you in accordance with paragraphs 3.9 – 3.12 below.
3.6 If you fail to provide credit or debit card details for the security deposit on request, we reserve the right to treat the booking as cancelled whereupon our standard cancellation terms will apply (see paragraph 10 below).
3.7 The credit or debit card provided in respect of the security deposit must be valid for a month after the booking departure date.
3.8 The housekeeper or Owner will inspect the property after your departure.
3.9 You will only be notified if there is cause to charge any proportion of the security deposit.
3.10 We will notify you of any damage or breakages noted along with images provided by the Owner (where applicable) within 10 working days of your departure from the property. Charges up to the value of £50 are at the discretion of the Owner. You will be charged where the cost of repair or replacement totals £50 or more. In the event of minor breakages (e.g. glasses), the item(s) should be replaced like for like or cash left for replacement.
3.11 The costs referred to above will be charged to your credit or debit card which we hold for the security deposit. If we are unable to charge the security deposit to the credit or debit card provided by you for this purpose, we will provide you with a written request for the total due which must be paid in full within 14 days.
3.12 If the security deposit specified at the time of booking is not sufficient to cover the costs referred to above we will charge the full amount of the security deposit and the balance over and above this sum to your credit or debit card on the date that is 14 days after the amount has been notified to you.
3.13 If there is a delay in obtaining an invoice (for instance if repairs are involved), we will charge an agreed amount and will refund or charge any excess to your debit or credit card once the final invoice is received from the Owner.
3.14 We will liaise with you and seek to resolve any security deposit issues within four weeks following your departure from the property unless there is a dispute over damage or we are awaiting bills/proof of damage from the Owner.
3.15 We reserve the right to charge a discretionary administrative charge of up to £50 for handling security deposit claims.
4.1 Any damages or breakages that may occur must be paid for. The security deposit will be refunded at the end of the Rental Period (less any reasonable costs for breakages, damage etc. if applicable).
5.1. Any complaints must be made known to the Owner immediately. No complaints will be entertained at the end of the hiring period or after the hirer has departed.
6.1 Sorry NO smoking or E-cigarettes allowed inside any of the cottages at any time.
7.1 We welcome well-behaved dogs but you will need to pay an additional £50 security deposit per dog and they must be booked in when booking the holiday. Dogs must NOT be allowed on the furniture and you must read and sign our dog policy. They must be supervised at all times, never be left unattended and always kept on a lead. We recommend that they wear an ID tag. Any damages must be paid for. You will be expected to clean up after them - promptly.
*Registered guide and hearing dogs belonging to those with visual and hearing impairments are allowed in all cottages at no extra charge, but all the same rules apply.*
8.1 Owners reserve the right to enter the cottages at all reasonable times for the purpose of inspection and repairs.
9.1 Please take out your own insurance cover as the owners cannot be responsible for any loss incurred from theft or damage to your belongings, also arrange cancellation insurance if you wish.
9.2 If you are a long term guest you must make sure that you have contents cover for your belongings as this is not provided and the owners cannot be responsible.
10. What’s Included
10.1 Linen is provided i.e. sheets, pillowcases, duvet covers, towels, bathmats, tea towels at no additional cost. You will also find the basics such as salt, pepper, sugar, tea, coffee, toilet rolls, soap, bin liners, washing up liquid, dishwasher tablets and clothes detergent.
10.2 A high-chair or travel cot, or shower chair is available if requested at the time of booking for no additional cost.
10.3 A basket of logs will be provided for the wood-burning stove in Willow Cottage. Only wood supplied by us can be burnt in the woodturning stove in the interests of safety. PLEASE DO NOT BURN ANYTHING ELSE in the log burner.
10.4 If you wish to charge your electric car you must notify us before booking, as we may need to charge a surcharge for this depending on the type of vehicle.
11. Arrival & Departure
11.1 Arrival times: 3pm-7pm other times by special arrangement. It is very helpful if you can telephone and advise/update your estimated time of arrival. Departure time: by 10am (later departure time can sometimes be agreed for an additional charge and if we have no guest booked in on your departure date)
12. Right to Roam
12.1 You are permitted to walk on the riverbank, but you do so entirely at your own risk, the owner can take no responsibility whatsoever for any accidents that may occur. We will provide you with a map and the footpath be signposted.
12.2 Beyond our boundaries, we respectfully advise you to stick to footpaths and permitted routes.
13.1 Children must be supervised at all times as there is a river, barbed wire, heavy farm machinery, rabbit holes and other hazards that you would expect in the countryside.
14.1 Music should be turned down after 9pm.
14.2 Please behave with respect at all times and don’t disturb other guests and neighbours.
15.1 Being on a farm in the fens we do get looks of mud, so please make sure you bring suitable footwear with you and always take off your shoes on entering the cottages.
16.1 Wifi is provided free of charge however, we cannot be held responsible for the speed of the connection.
17.1 We will need to add your mobile number to the main gate access so please make sure you bring this mobile with you otherwise you will not get through the main gate.
17.2 Please let us have all visitors’ car registration numbers for security reasons. (CCTV)
18.1 If there is a fire, raise the alarm, evacuate the cottage, call 999, then please call us.
19. Property Use
19.1 You agree that the cottage will be used for personal and domestic purposes only.
19.2 You agree that the cottage will not be used for any activity or in such a way that causes a nuisance or annoyance to neighbours.
19.3 You and your guests will comply with any reasonable regulations relating of the cottage and site, which will be communicated to you upon/prior to your arrival.
20. Right To Terminate Contract Or Refuse Bookings
20.1 We have the right to refuse Bookings from: a) groups of people under the age of 21; and/or b) hen or stag parties. You must inform us at the time of booking if your party falls in condition 12.1(a) and/or 12.1(b).
20.2 We reserve the right to terminate a contract without prejudice to any rights and remedies accrued by us or you which shall remain following termination and ask you and your guests to leave the cottage immediately if it is deemed necessary by us as a result of your behaviour or that of any of your guests or any other material breach of these Booking Conditions.
* In the event that your contract is terminated we reserve the right not to refund to you any part of the rental fee*
21. Data Protection
21.1 We will comply with the Data Protection Legislation and any directions issued by the Information Commissioner in the processing of such Personal Data.