Booking Terms and Conditions
In these terms:
‘We’, ‘us’ or ‘our’ means Higher Trewithen Holiday Cottages; and
‘You’ or ‘your’ means the person or legal entity making the booking with us.
Bookings
- You agree to be legally bound by these terms when you make a booking with us. A contract between you and us comes into effect when we accept a reservation from you. We will accept a reservation once we have confirmed your reservation dates and chosen property are available and have received payment of the Booking Deposit from you. Once we have accepted your reservation, we will allocate you a reservation number and send you a booking confirmation email. You should quote this reservation number if you need to contact us about your booking. In order to make a booking with us you must be over 21 years of age.
- The owners of Higher Trewithen Holiday Cottages, and/or their representatives, reserve the right to enter the property at any time to carry out essential works and/or inspections of the property. Advance notice will be given where possible.
- All bookings at Higher Trewithen Holiday Cottages, booked direct or via a third-party booking site, are for temporary, or transient use only and not for permanent occupation by any individual. Our contract and your occupation of the property, for any booking begins and ends on the dates specified in your booking confirmation. We recommend you take out suitable cancellation holiday insurance for your protection.
- Bookings made via an Online Travel Agent (OTA) may have different policies. If you booked via an OTA, please refer to the booking terms and conditions provided by your OTA.
Prices
- Booking prices will be as displayed on our website, and are calculated per property, per week or part thereof. Prices will vary depending on the property selected, the number of guests, dates, and the duration of stay.
- In the event of a pricing error, you will be notified by email of the adjustment necessary to correct the error. It is your responsibility to ensure that we have up-to-date contact details for you. You will be required to confirm by return email, that you accept any increase in the price of your stay as a result of the adjustment. If you do not wish to accept the price increase, or we are unable to contact you after making reasonable efforts to confirm acceptance with you, your booking will be cancelled, and all monies paid will be returned to you. If you do accept the price adjustment, we will send you a new booking confirmation email.
- All prices exclude VAT, as we are not a VAT registered business. Where VAT is applicable, the VAT amounts will be displayed on your Booking Confirmation and Reservation Statements and/or receipts, at the current rate and are payable in pounds sterling (£)(GBP).
- Prices do not include other costs you may choose to incur during your stay (unless otherwise stated). All additional goods and services purchased during your stay must be paid for in full at the time you place your order for them.
- We accept payment by credit or debit card or bank transfer, or any other payment method agreed between us from time to time.
- All payments by credit card or debit card need to be authorised by the relevant card issuer.
Booking Deposit
- In order to secure a booking with us you must pay a Booking Deposit. Please note that if the date for payment of the Rental Balance has passed when you place your booking with us then the Rental Balance will be due in addition to the Booking Deposit in order to secure the booking.
- Unless otherwise specified or agreed with us, the Booking Deposit shall be an amount equal to 30% of the total booking price prior to any discounts being applied and inclusive of any additional items requested at the point of booking.
- Booking Deposits are non-refundable - in the event of a cancellation we will endeavour to transfer your deposit to a new date or resell the booking.
Rental Balance
- The Rental Balance is the total price of your booking less the Booking Deposit.
- The Rental Balance must be paid to us no less than 60 DAYS prior to your booking commencement date (the “Payment Due Date”).
- If we have not received payment of the Rental Balance by the Payment Due Date, we may automatically process payment for the Rental Balance using the card details registered with us when booking.
- If you have not paid the Rental Balance by the Payment Due Date, and we have been unable to automatically process payment using the card details registered with us, we reserve the right to rebook the property to another guest. In these circumstances we regret that we will be unable to issue you a refund of the Booking Deposit.
- Late payments will incur an additional charge of 8% of the total balance that remains outstanding, less the Refundable Good Housekeeping Deposit.
Refundable Good Housekeeping Deposit
- We reserve the right to take a refundable good housekeeping deposit payment of a £100 to cover any additional cleaning requirements or damages to the accommodation and its contents, or our site including all shared and communal areas, as a result of guest misuse or negligence and keys for the property (the “Refundable Good Housekeeping Deposit”). If a Refundable Good Housekeeping Deposit has been taken, this will be displayed separately in your booking details.
- If you damage, stain or break anything during your stay, please promptly report it to us via email at bookings@trewithen.com. We reserve the right to charge for any repairs or replacements of broken, damaged, or stained items, any additional cleaning requirements, including the loss or failure to return keys.
- The property will be inspected during the checkout clean of your accommodation. If any damage or breakages are identified, we will deduct a reasonable charge from your Good Housekeeping Deposit to reimburse us for the costs incurred for repairing any damages/defects. Further costs may be charged should we be forced to cancel bookings due to damages and repairs required to prepare the property for the next guests.
- The lead guest is responsible for all damage caused by guests within its party. We will always notify you of the amount we are deducting in advance of doing so and can provide receipts or quotes for repair work if requested.
- If the Refundable Good Housekeeping Deposit does not cover the damage caused, you will be invoiced for all amounts over and above the £100 Refundable Good Housekeeping Deposit.
- If no damages are reported or discovered following check-out from the property, the full Good Housekeeping Deposit will be refunded to you. This may take 3-14 working days to process.
- All properties are thoroughly inspected and cleaned for your stay. If you notice any issues with your accommodation on arrival, please notify us immediately so that it can be rectified, via email to bookings@trewithen.com.
- Any additional charges that remain outstanding at checkout may be deducted from your Good Housekeeping Deposit.
Refunds and cancellation
- After you receive your booking confirmation email, you will not have an automatic legal right to cancel this contract as the services provided under it are accommodation and leisure services for which these terms provide a specific period of performance. You may, however, be entitled to cancel your booking as set out below.
- The Cancellation Deadline is the date exactly 60 DAYS prior to your booking commencement date.
- If you cancel your booking on or before the Cancellation Deadline your Booking Deposit will be retained by us. Any remaining monies paid by you to us prior to the Cancellation Deadline, in excess of the Booking Deposit, will be refunded to you.
- If you cancel your booking after the Cancellation Deadline you will be liable to pay the total cost of your booking and we will not provide you with a refund for any fees paid to us unless they relate to cancellable booking extras.
- We will endeavour to resell any cancelled dates and make refunds where dates have been successfully resold, less a £30 administration charge. If we are able to resell cancelled dates, a refund will be made equal to the value of the resale minus the administration charge.
- It is your responsibility to take out the appropriate travel insurance when you book your stay, to cover you if you are unable to visit us. We do not offer any holiday insurance products, and these must be purchased independently.
- Where you have purchased booking extras and then cancel these prior to your stay we will try to provide you with a refund unless we have already incurred costs which we cannot recover, for example if we have already purchased perishable goods to fulfil your order and these cannot be reused for another guest.
Booking amendments
- Should you request to change the dates or duration of your stay, or the property that you have booked (an “Amendment”), then the price of your booking may be subject to change and we reserve the right to charge a reasonable administration fee of up to £30 which will only be charged in limited circumstances where we incur additional administration time and cost.
- If you request an Amendment and we are not able to accommodate the Amendment we will notify you of this and you will be able to decide whether to cancel your booking in accordance with the cancellation procedure set out in clause 6 or whether to proceed with your confirmed booking.
- If we are able to accommodate your Amendment we will provide you with an updated booking confirmation email and arrange for payment of any additional monies owed to us because your amended booking is greater in price than your original booking.
Arrival and Departure
- Check-in is available from 16:00 only and is as specified in your booking confirmation email. If you wish to check-in outside of the times specified in your booking confirmation, email you must confirm this directly with us. Please also let us know if you require an in-person check-in, these are typically available between 16:00 and 19:00.
- You must provide the full name and nationality of all British, Irish and Commonwealth individuals, aged 16 and over, expected to stay in our accommodations, via your online Guest Account (a link will be sent to you via email). Where possible this must be completed in advance of your arrival. We may contact you before arrival to collect this information if it is not complete.
- Passport number, place of issue (or other document which shows your identity and nationality) and details of your next destination (including address, if known) on or before departure is required for all non-British, Irish and Commonwealth guests.
- The check-out time for all properties is 10am, or as specified in your booking confirmation email.
- If you arrive late, or depart early, this is at your sole discretion, and you will not be provided with a refund of any fees paid to us.
Dogs
- Dogs are welcome in all properties. When booking please inform us of any dogs you will bring with you to the property and their respective breeds.
- We allow a maximum of two dogs to stay in a property at the same time. More than 2 dogs may stay at Higher Trewithen by arrangement only. Please contact use via email to discuss your needs. We do not charge for dogs to stay at Higher Trewithen. You are responsible for rectifying any damages, including additional cleaning costs, caused by your dog during your stay.
- If you need to add a dog to your booking after you have submitted your booking, please contact us.
- For the safety and comfort of all guests, including other peoples' dogs, please ensure all dogs are kept on a lead and under proper control while visiting the property. Not all guests like dogs and not all dogs like other guests.
- For hygiene reasons, we politely request that dogs are not encouraged to sleep in beds or on furniture. We suggest guests bring their own pet basket and/or blankets to help your dog settle. Alternatively, we can provide a pet blanket on request, please request this at least 48 hours prior to arrival to ensure availability.
- Please do not leave your dog unattended in the property at any time. We can provide details of local pet sitting services upon request but please be aware that you will be responsible for any damage caused to the property by your dog during the pet sitters stay at the property.
- Please do not allow your dog to foul the grassed courtyard area and please remember to pick up after your dog(s) both on site and within the local area. Dog waste is unsightly and poses serious health risks to people and our livestock.
- While on site, please ensure all dog waste is disposed of in a black bin liner and the same must be placed in the large general waste bin at the front of the property.
- You will be invoiced for any damage caused by your pet, including additional cleaning requirements that we reasonably consider are in excess of the usual cleaning requirements at the end of a guest’s stay.
- Charges may be deducted from your Good Housekeeping Deposit if you fail to comply with any of the above conditions, to cover the cost of any additional cleaning or repairs.
Property rules and information
- You are responsible for the condition of the property and the furniture and fittings therein. All properties are cleaned thoroughly between guests; however, you must leave the property in the same state of cleanliness and general order in which it was found. We reserve the right to charge an additional cleaning fee for properties that are not left in a reasonable state of cleanliness.
- All units are non-smoking, and we ask that you do not use vaping or other similar smoking replacement equipment inside our properties or on the doorstep. Your Good Housekeeping Deposit is at risk if you choose to disregard our no smoking/vaping policy.
- The use of recreational drugs is strictly prohibited anywhere on our premises. Your booking may be cancelled, without refund, and you may be asked to leave the property if you fail to comply with this condition. We may also charge an additional cleaning fee if necessary.
- You must behave in an acceptable manner at all times and must not cause a disturbance or nuisance to us or other guests and residents. Guests responsible for causing a disturbance to others may be asked to leave the property without refund.
- Our quiet time hours are from 10pm to 10am and we ask that all guest and residents adhere to this so that everyone can enjoy the tranquillity of Higher Trewithen at night.
- Candles or incense sticks are not permitted in any of our properties due to additional fire risks these items pose.
- You are requested to ensure that all electrical equipment brought with you is of sound condition and used in a responsible manner.
- You must not leave electrical equipment on for extended periods or leave electrical equipment unattended.
- Please do not cover heaters at any time as this will create a fire hazard.
- You must not charge any electric or hybrid vehicles from interior or exterior power sockets.
- Our properties may only be occupied by the maximum number of guests specified in the property description on our website (www.trewithen.com).
- The number of persons, including children and babies, occupying the accommodation shall not exceed the number of persons on the reservation form at the time of booking and only those individuals quoted in the booking are allowed to stay in the property. Any additional guests must be agreed with us in advance of your arrival at the property.
- No third parties are allowed to stay at the property and holidays that have been booked are not transferable, except in exceptional circumstances and where authorised by Us by letter or email.
- Due to our rural location, the internet connection in our properties can be unreliable and our Wi-Fi speed can be slow or drop out completely. We do not offer any refunds or discounts due to lack of wi-fi signal.
- You are responsible for yourself, other adults, and any children within your party whilst in the property and any communal areas. We have a pond, playground and farm animals on site and therefore ask that you take care in these areas.
- We make it clear which areas are communal and ask that you please respect our private family home and garden, which is also located at the farm.
- All guests must complete a Guest Registration information at the time of booking or soon thereafter via the Guest Account - login details will be emailed to you at the time of booking or shortly thereafter. Please check you spam/junk email for the guest login details.
- Refunds or discounts are not applicable after arrival, and we are not able to offer refunds or discounts for early departure or for issues experienced during your stay that we were not made aware of and given sufficient opportunity to rectify during the term of our contract with you.
- Any issues with your accommodation must be reported via email to bookings@trewithen.com as soon as possible.
- Discounts available are regularly offered via our newsletter or displayed on our website. Only one discount is permitted per booking. Return Guest discounts will be applied by us after your booking is made and your details confirmed.
- We reserve the right to gain immediate access to the accommodation for essential maintenance and/or repairs, or if we feel a guest(s) may be at risk of harm. In the event that access to your accommodation is required during your stay, we will endeavour to arrange a convenient time with you via email, telephone, or text message.
End of the contract
- If the contract between us is ended it will not affect our right to receive any money which you owe to us under the contract.
Your privacy and personal information
- Our Privacy Policy is available via our website www.trewithen.com.
- Your privacy and personal information are important to us. Any personal information that you provide to us will be dealt with in line with our Privacy Policy, which explains what personal information we collect from you, how and why we collect, store, use and share such information, your rights in relation to your personal information and how to contact us and supervisory authorities if you have a query or complaint about the use of your personal information.
Limit on our responsibility to you
- You are responsible for any damage or loss caused to us, including any damage to our property by your act, omission, default or neglect and you agree to cover the reasonable costs of repairing or remedying any such damage or loss. Please inform us of any issues with your accommodation as soon as possible.
- Further, we reserve the right to terminate your booking immediately without being liable for any refund or compensation where you engage in unacceptable behaviour that causes a disturbance or nuisance to other guests.
- Images on our website are for illustrative purposes only and display the general appearance of our accommodation at the time the photos were taken. Some elements of the general decor may differ (such as carpets, cushions, curtains, bedding, Welcome Hamper contents etc.) as these items may have been updated and/or required replacing or dry cleaning.
- Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury) or arising under applicable laws relating to the protection of your personal information, if you are a consumer we are not legally responsible for any: losses that:
- Were not foreseeable to you and us when the contract was formed; or
- That were not caused by any breach on our part;
- Business losses; and
- Losses to non-consumers.
- Except for any legal responsibility that we cannot exclude in law (such as for death or personal injury), if you are a commercial customer, we are not responsible for any:
- Loss of profits or anticipated savings
- Loss of revenue;
- Loss or damage to reputation or goodwill;
- Loss of opportunity or contract;
- and in each case whether direct, indirect, special and/or consequential loss or damage; or for any other indirect, special and/or consequential loss or damage, and in all other cases our liability arising under or in connection with this contract shall not exceed the fees paid to us by you under this contract.
Wi-Fi
- We offer free to use variable Wi-Fi on site up to 13mpbs. However, Higher Trewithen is a rural property which receives internet services via copper wire. As such, our internet service is much slower than may be found in larger city or town locations. We do not have FTTP available in our area. We are working on how we can offer faster, more reliable Wi-Fi services.
- If reliable, high speed Wi-Fi services are essential to the enjoyment of your stay, we do not advise booking. We do not offer refunds or any other form of compensation for the loss or absence of Wi-Fi services.
Force Majeure & Events Outside of Our Control
- We will make every effort to provide the Accommodation. However, we may be unable to do so due to an Event Outside Our Control.
- If an Event Outside Our Control affects the performance of our obligations under these Terms, we will contact you as soon as reasonably possible to notify you: we may cancel your Booking and refund your payments, or we will try to reschedule your booking for an alternative date. This is subject to availability, and you may be required to pay additional costs if the new date you choose is charged at a higher rate. or provide alternative Accommodation of equivalent standard which you may choose to accept. If you do not, we will refund your payments.
- We define Events Outside Our Control as any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic (inc. Coronavirus/Covid-19) or other natural disaster, or failure of public or private telecommunications networks or utilities.
- We will not be liable for compensation, or responsible for any failure to perform any of our obligations under these Terms and Conditions caused by an Event Outside Our Control.
Disputes
- We will try to resolve any disputes with you quickly and efficiently.
- If you are unhappy with any part of your stay, please contact us as soon as possible so that we can assist you. We do not offer refunds for any issues raised after checking out under any circumstances. If you and we cannot resolve a dispute using our internal complaint handling procedure, we will: let you know that we cannot settle the dispute with you, and give you certain information required by law about our alternative dispute resolution provider.
- If you are a consumer and want to take court proceedings, the courts of the part of the United Kingdom in which you live will have non-exclusive jurisdiction in relation to these terms and if you are a commercial customer the courts of England and Wales will have exclusive jurisdiction.
- The laws of England and Wales will apply to these terms.
Third party rights
- No one other than a party to this contract has any right to enforce any term of this contract.
These terms were updated in January 2024.
