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Glamping Terms & Conditions

 

In these terms and conditions:

 

“Accommodation” means a tent, whether erected by us or by you.

 

“Site” means the property at Cowroom Glamping of Cowroom Cottage, Broad Lane, Newdigate, Surrey RH5 5AT.

 

“you” or “your” means the person named in the booking confirmation.

 

“we”, “us”, or “our” means Cowroom Glamping of Cowroom Cottage, Broad Lane, Newdigate, Surrey RH5 5AT.

 

 

1. Your booking

 

1.1. We reserve the right to accept or decline bookings entirely at our discretion.

 

1.2. Your contract with us will begin when we issue you with your booking confirmation. Your contract with us will be on the terms set out in these terms and conditions. By booking, you agree to accept these terms and conditions, and confirm that you are aware of and accept the risks, hazards, and dangers of personal injury in entering the Site, including the woodland.

 

1.3. All bookings are formally confirmed when we issue you with your booking confirmation. Your booking confirmation will set out the Accommodation you have booked, the dates of your booking, the number of guests and the total amount paid and payable for your booking. We will issue you with your booking confirmation by email.

 

1.4. You, as the person making the booking, will be responsible for all members of your party. You agree to ensure that all members of your party also comply with these terms and conditions at all times during your stay. In particular, we draw your attention to Section 9 in this regard. You, as the person in charge of your party, must be at least 18 years old at the time of booking.

 

1.5. Children under the age of 18 must be accompanied by an adult. 

 

1.6. We can only discuss your bookings (including any changes) with you, we cannot discuss the booking with another member of your party unless you give express consent for us to do so.

 

2. Paying for your Accommodation

 

2.1 You must pay us 25% of the total amount payable for your booking at the time of booking. The balance is due 6 weeks prior to the start of your stay. If you are making a booking within 6 weeks or less of the start of your stay, the total amount is payable on making the booking.

 

2.2 We accept payment only by bank transfer from a UK bank account. We cannot accept payments made by cheque, card or any international payments.

 

2.3 Promotional offers will only be applied if they are valid and quoted at the time of booking. Promotional offers cannot be combined, nor can they be used retrospectively to apply to existing bookings. In addition, we reserve the right to change or withdraw a promotional offer at any time by amending or removing details of these offers from the relevant sections of our website. 

 

2.4 In the case where a balance remains unpaid six weeks prior to the start of your stay, we’ll remind you by email or telephone. If you fail to make the relevant payment within 7 days of the due date, we’ll assume you want to cancel your booking. If this happens, your booking will immediately be cancelled and the cancellation charges set out in Section 4.3 (“If you want to cancel your booking”) will apply.

2.5 You must pay, together with your payment of the balance, a damage deposit. This is £250 or £500 for groups of 10+ adults. This amount is refundable promptly following the end of your stay save that it, or a proportion of it as required, may be used by us against any damage to the Site, Accommodation, facilities or amenities or the Site owner’s property caused by you, your party or your visitors.

 

3. Pricing for our Accommodation

 

3.1. We periodically review and amend the prices we charge for our Accommodation. For the most up to date pricing information please check the section of our website relating to the Site or contact the Site directly. We will confirm the price of your Accommodation at the time you make your booking and in your booking confirmation.

 

3.2 All prices given on our website or on the phone are for the Accommodation only. Additional items are available as set out on the Build Your Stay section of our website. These items are at additional cost and, where requested and subject to availability, will be billed separately. 

 

4. If you want to cancel your booking

 

4.1. Your contract with us is a contract for the provision of leisure Accommodation on a specific date or dates and this means that you do not have a statutory right to change your mind and cancel the contract. We do, however, offer you the right to cancel your contract subject to the provisions of this Section 4.

 

4.2. If you wish to cancel a confirmed booking you must contact the Site directly by telephone or email as soon as possible and, in any event, prior to the first day of your booking. Your booking will be cancelled with effect from the day we receive your telephone call or email, and will be subject to the  cancellation charges as set out in Section 4.3 below.

 

4.3. Our cancellation charges are calculated according to the time between when we receive notification from you that you wish to cancel your booking and the start of your booking. Our cancellation charges are set out below:

More than 60 days prior to booking start date - £15 administration fee

42 – 60 days prior to booking start date - 25% of the total booking charge

30 – 41 days prior to booking start date - 50% of the total booking charge

Less than 30 days prior to booking start date - 100% of the total booking charge

 

4.4. If you cancel your booking after the booking start date, we will not issue any refund for any remaining nights of your booking. To clarify, this includes where you cancel your booking for any reason outside of your reasonable control, including without limitation, inclement weather and illness (including Covid19). We strongly recommend you take out holiday insurance to compensate you in these circumstances.

 

5. If you want to change your booking

 

5.1. If you want to change any detail of your confirmed booking you must let the Site know directly by telephone or by email as soon as possible. This includes details such as the number of tents required, the number of guests, the additional items required. 

 

5.2. Whilst we will do our best to accommodate you, we cannot guarantee that we will be able to meet any request for changes. In particular, we will not accept a reduction in the number of guests chargeable less than 30 days prior to your booking. 

 

5.3. If we do change your booking, we reserve the right to charge an administration fee of £15 to cover the costs we incur in making the change to your booking. You must also pay us any additional Accommodation costs due as a result of the change – we will confirm the amount of any additional Accommodation costs due at the time we change your booking. Subject to 5.2 above, if your Accommodation costs are lower as a result of the change, we’ll refund you the difference at the time we change your booking, after deducting the administration fee referred to above. 

 

6. If we need to change or cancel your booking

 

6.1. We do not expect to have to make changes to your booking, however sometimes problems happen, and bookings have to be changed or cancelled. We will only change or cancel your booking:

 

6.1.1. if necessary to perform or complete essential remedial or refurbishment works; or

 

6.1.2. for other reasons unforeseen at the time you made your booking which are beyond our reasonable control. This may include occasions where the Accommodation becomes inaccessible or dangerous due to a Meteorological Office Severe Weather Warning or other severe weather event.

 

6.2. If we need to change or cancel your booking for the reason set out in Section 6.1.1, we will do our best to offer you a suitable alternative booking. If we’re not able to offer you a suitable alternative, or if you don’t accept the alternative we offer, the booking will be deemed cancelled and we will refund you the total amount you have paid us for the booking. We will not be responsible for any other losses claimed to be sustained by you as a result of the cancellation.

 

6.3. If we need to change or cancel your booking in line with 6.1.2 due events beyond our reasonable control, we’ll do our best to offer you a suitable alternative booking for alternative dates. If you don’t accept the alternatives we offer, the booking will be deemed cancelled and no refund of any amounts paid will be offered. We will not be responsible for any other losses claimed to be sustained by you as a result of the cancellation.

 

6.4. It is a condition of your booking that you obtain appropriate travel insurance for all members of your group. This should ideally cover illness, cancellation and injuries during your stay. 

 

7. Special requests

 

7.1. Special requests must be requested at the time of booking and no later than 14 days prior to travel. Whilst we will do our best to accommodate you, we cannot guarantee that we will be able to meet any request.

 

8. Group bookings

 

8.1. Group bookings can only be accepted from organised groups.  The nature of the group must be notified to us and approved by us at the time of booking. Stag, hen or birthday parties are only permitted where the group understands and accepts that we are a quiet Site and usage must be at all times in accordance with Section 9 below. If you want to use the Site for such a group, you must contact us and tell us prior to booking and obtain our prior agreement to any such use.

 

8.2. Please note that if you fail to comply with our rules on group bookings as set out in this Section 8 we may need to exercise our rights under Section 14 (“Our right to evict”).

 

9. Visitor standards and behaviour

 

9.1. You agree to, and to ensure that all members of your party are, considerate guests and take good care of the Site and Accommodation during your stay. You must not act in any way which would cause disturbance to other guests or to our neighbours.

 

9.2 To preserve the peaceful nature of our Site you must not play amplified music, including the use of portable speakers. We may allow acoustic music at our sole discretion, for example where guests bring a guitar or music is arranged through us for an acoustic campfire session. Where permitted, such music must be low in volume and the volume must be reduced or music stopped immediately at our request. You must not play music of any sort after 10pm. 

 

9.3 You must conduct yourself quietly and must not make noise after 10 pm. 

 

9.4. You must only use the Accommodation for the purposes of your holiday. You must not use the Accommodation for any other purpose, including without limitation for any business purposes, without our prior written consent.

 

9.5. You must keep the Accommodation and any contents clean and tidy and leave them in the same condition as when you arrived.

 

9.6. You must not use the Accommodation, or allow it to be used, for any dangerous, offensive, noisy, illegal or immoral activities. You must not cause any nuisance or annoyance to any neighbours or anyone else during your stay.

 

9.7. Smoking is not permitted on any part of the Site, including your Accommodation. You and/ or any member of your party must not smoke at any time on the Site. Use of vapours and/or e-cigarettes is not permitted inside your Accommodation. You and/ or any member of your party must not use candles, tea-lights, fireworks or Chinese lanterns on any part of the Site, including your Accommodation. 

 

9.8. You and your party may only use the barbeque provided on Site in the location provided. You and your party must not use barbeques, gas stoves, or other naked flames and cooking equipment inside any tent or glamping Accommodation.

 

9.9. No dogs or other domestic pets are permitted at our Site unless expressly permitted by us in writing. Assistance dogs are permitted, but you must notify us at the time of booking if you wish to bring an assistance dog with you.

 

9.10. Flying of drones at the Site is not permitted.  

 

9.11. You must not charge an electric vehicle from the Site.

 

9.12. The use and/or storage of firearms or weapons is not permitted on any part of the Site.

 

9.13 You must not wear shoes inside the Accommodation, or take anything inside which could damage the coir matting, e.g. children using playdough, paint etc. 

 

9.14 No additional tents, camper vans, or gazebos are permitted on site. We may at our sole discretion permit the use of a further bell tent, subject to occupancy limits and pitching fees.

 

9.15 You are permitted to park a maximum of 3 vehicles on site. Vehicles are parked on Site at your own risk. Although this is a very low crime rural area, we always recommend that you do not leave any valuables in your vehicles and keep vehicles locked at all times.

 

9.16 You must not allow additional guest or visitors onto the Site without our express prior approval. If we do permit visitors, they must leave the site by 9pm at the latest and we reserve the right to charge a day fee per visitor. Visitors must not park on Site if this would take the number of vehicles on Site over 3.  

 

9.17 Certain additional items available on the Build Your Stay pages of our website can be arranged through us. Some of these we will arrange in full, whilst others we will introduce you to our local partners so that you can liaise directly with them. You must speak with us first if we can’t accommodate your needs through our contacts and we would be happy to consider your suggested suppliers coming on Site to provide services. Please note that parking is not provided for external suppliers.

 

9.18 We provide a campfire area with a fire pit for your use during your stay. You must not bring your own fire pit or similar on to our Site. We reserve the right in exceptional circumstances, e.g. during very dry periods, to stop the use of the camp fires to mitigate fire risk – this is a woodland area and we appreciate your understanding should this occur during your stay. 

 

9.19. We provide one basket of pre-chopped logs per evening of your stay. These are slow burning and should last well. Should you need additional logs, you must not chop them yourselves – please ask us. We would be grateful if you would not gather deadwood from the site to burn on the fire. The deadwood provides a natural habitat for wildlife. We reserve the right to charge for additional baskets of logs should your use be more than reasonable. 

 

9.20. You must only use the areas of the Site that are designated for your use as set out on the site plan that will be issued to you ibn advance of your stay. The remainder of the Site is private property and entry onto those areas is not permitted and will be deemed trespassing at your own risk.

 

9.21. Please note that if you do not comply with the standards and behaviours set out in this Section 9 we may choose to exercise our rights under Section 14 (“Our right to evict”).

 

10. Maximum occupancy for your Accommodation

 

10.1. You must ensure that the maximum number of persons occupying the Accommodation does not exceed the maximum occupancy limits set out on your booking confirmation. You must not bring additional camp beds to the Accommodation. For the purposes of occupancy limits a child over the age of 2 is considered an occupant.

 

10.2. We set maximum occupancy limits in line with the facilities, space and equipment available at the relevant Site and to comply with applicable health and safety and regulatory requirements. As such, we reserve the right to require you to leave the Site (without any compensation or refund) if you exceed the maximum occupancy limits as described in this Section 10.

 

11. Damage to the Accommodation or its contents

 

11.1. If you discover that anything is missing or damaged on arrival at your Accommodation you must notify us immediately. If you do not notify us we will assume that you caused the relevant damage or loss.

 

11.2. You will be responsible for the cost of any damage to the Accommodation or its contents caused by you or by any member of your party or animal brought with you.

 

12. If you have a problem or complaint

 

12.1. We take care to ensure that our Accommodation and Sites are of a high standard. However, if you have any problems with your Accommodation or Site, please contact us immediately and give us the opportunity to resolve it. 

 

12.3 In considering any complaint, we’ll take into account whether we have been given the opportunity to investigate it and put matters right as detailed in section 12.1.

 

12.4. Please note that we will not tolerate any written, verbal or physical abuse towards any of our staff or representatives.

 

13. Our rights of access

 

13.1. Our staff or contractors may need to access your Accommodation if there is an unforeseen problem, to investigate an incident you have raised, or to perform certain routine property checks. If this happens, we'll do our best to let you know in advance of the date and time that we will need access.

 

13.2. If we do need to access your Accommodation for any reason, we'll always try to access the property at reasonably convenient times (other than in the event of an emergency).

 

14. Our right to evict

 

14.1. We may terminate our contract with you and ask you to leave your Accommodation and the Site immediately (without any compensation being payable) if:

 

14.1.1. we consider that you or your party have committed a serious breach of these terms and conditions, including for the avoidance of doubt a failure to comply with our terms on Visitor Standards and Behaviour (Section 9);

 

14.1.2. we consider that your or your party’s behaviour endangers the safety of our visitors or staff;

 

14.1.3. any complaints are made of anti-social or unacceptable behaviour against you or your party, including noise complaints;

 

14.1.4. you or your party cause an unreasonable amount of damage to the property or its contents; or

 

14.1.5. you exceed the maximum occupancy limit for your Accommodation.

 

15 Staying safe on Site

 

15.1. Our Site is in a natural environment. We work to preserve the integrity of the Site, this being a great deal of the charm and beauty which keeps guests visiting and returning. As a result there are natural hazards, tree roots, potentially poisonous plants, uneven ground, rabbit holes and sharp objects. The weather conditions can increase the hazards, making surfaces cold, wet and slippery. There is also only extremely limited lighting after dark, which again is required to preserve the integrity of the Site, and you must use a torch to move around and use the facilities.

 

15.2. You use the Site, Accommodation, facilities, and amenities at your own risk. In accordance with 15.1. above, you must take appropriate care of yourselves, any permitted visitors and any children (under 18) and dependants you bring onto the Site, and take reasonable precautions against personal injury, injury to others and damage to the Site and the Accommodation. This includes taking particular care when using the barbeque and campfire.

 

15.3. You are responsible for your own possessions which you bring onto the Site. Please don’t leave any valuables in your vehicles or unattended in the tents.

 

15.4 We expressly disclaim all liability for any loss, damage, expense, or personal injury (save where this is as a direct result of our negligence), sustained as result of events outside of our reasonable control, and/or as a result of you or any member of your party or a visitor failing to comply with our instructions, requests or these terms and conditions. We shall not be liable for any loss or damage that is not reasonably foreseeable as a direct result of our breach of these terms and conditions. 

 

16. Some practical information for your stay

 

16.1. Your check-in and departure times will be set out in your booking confirmation. If you do not leave the Accommodation by the required departure time we reserve the right to charge you a late checkout fee to cover any costs we incur.

 

16.2. If you believe you have left any of your possessions behind at your Accommodation, please contact us as soon as possible. We reserve the right to charge you for any storage costs that we incur in relation to your lost property. Where possible, we’ll hold all lost property for three months, after which it will be disposed of. Perishables will be disposed of immediately.

 

16.3. Wildlife is present at our Site. We request that wildlife and other animals are not interfered with. Any disturbance caused by wildlife should be reported to us immediately and reasonable steps will then be taken to assist.

 

17. Entire Agreement

 

17.1. This agreement constitutes the entire agreement between you and us and supersedes and extinguishes all previous promises, representations and undertakings.

 

17.2. No one other than a party to this contract shall have any right to enforce any of its terms. 

 

18. Data Protection

 

18.1. We will process your personal data provided as part of this activity in order to communicate with you about your booking and, from time to time, request feedback which will enable us to improve.

 

For more information about how we are processing your personal data, please see our Privacy Policy on our website.

 

29. Governing Law

 

19.1. These terms and conditions are governed by English law. You and we both agree to submit to the exclusive jurisdiction of the English courts.

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