Star Cottage, Wroxham
Luxury Riverside Holiday Cottage in the Heart of the Norfolk Broads.

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TERMS & CONDITIONS
Booking Terms & Conditions: Star Cottage (No.24)
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. These Booking Conditions and your Booking Confirmation shall be read together as one document.

General

Your contract is directly with “the Owner”, Jeremy Arnold (“we”, “us” and “our” in these Booking Conditions) for the property known as Star Cottage, 24 Peninsula Cottages, Staitheway Rd, Wroxham, Norfolk. (“the Property”). References to “you” and “your” are references to the person making the booking (“The Hirer”) and all members of the holiday party. The “Arrival Date” is the date written on the Booking Confirmation.

The Hirer

The Hirer is the person who signs the booking form or, in the case of online booking, the person who makes the online payment. This person is responsible for ensuring all members of the holiday party accept and adhere to these terms and conditions. The Hirer is also referred to as "you". 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.

Number of Guests

The maximum number of people entitled to stay at this property is four and furthermore, only those people named on the booking form are entitled to stay. If it is found that more people than agreed are using the property, this will be considered a breach of contract and the hirer and his/her party will be asked to leave immediately without any refund. Sub letting or assignation of the let is prohibited.

Bookings and Deposits

Provisional holiday reservations may be made using our online availability and reservation system, email, or by telephone on 01773 781648 or 07855 239052. A booking deposit is payable within 5 days of the provisional booking being taken. A booking deposit of 20% of the hire cost is required if your holiday start date is more than 4 weeks after the date of your provisional booking. If booking within 4 weeks of your holiday start date, full payment will be required at the time of booking. The booking is taken on a provisional basis until the deposit or (if applicable) the full hire cost, has been paid in full and funds cleared through the banking system (where appropriate). The booking then becomes confirmed. Until the booking is confirmed, it can be cancelled at any time without prior notice. Please be sure to note the due dates of these payments as reminders are not routinely issued.

Variations of price.

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

Security deposit (when charged)

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). If you have any breakages to crockery or glassware, or minor items such as blown light bulbs, please let the Reception Office know so that a matching item can be replaced. Also, please report 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 9.00 am on the day of departure. A charge of £50 will be made if the barrier key fob is not returned, and this will be taken from the Security Deposit or Invoiced to you

Changes to your booking.

We will try to accommodate minor changes to your booking when requested more than 8 weeks 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 cancellation charges and all requested changes will be subject to availability.

Cancellation by the Hirer

If you need to cancel or amend your booking you must telephone us on the number shown on our written booking 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 booking confirmation. 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 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; 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. 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. Optional cancellation insurance is available from Insure & Go 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

Cancellation by the Property Owner

The property owner will endeavour to make sure the stated property is available for the dates contracted. In the unlikely event the property becomes not available and the property owner has to cancel the booking, the property owner will endeavour to find the holidaymaker suitable alternative accommodation. If suitable alternative accommodation cannot be found, the holidaymaker shall be entitled to a full refund. The property owner shall only be liable to return the monies received. No compensation or consequential losses shall be paid.

Pets

Pets are allowed in the property subject to the property owner's agreement. All pets must be house trained and the number and type of pet must not exceed what was agreed at the time of booking, otherwise a breach of contract will be deemed to have taken place.

Pets must not be left unaccompanied in the property at any time and must not be allowed on the beds or furniture. The hirer shall be liable for all damage caused by any pet belonging to the hirer's party. A charge of £10 per pet will be made to cover any additional cleaning that may be required. The property owner cannot be held responsible for any accident or injury to a pet during their stay.

Miscellaneous

Whilst every care is taken to provide a true and accurate description of the property, over time, alterations are made and some things do change. The hirer accepts that no refunds are available for such discrepancies.

The property owner reserves the right for themselves or agents appointed by them to enter the property, at a reasonable time, in the event of an emergency or remedial repair work being required.

The property owner is entitled to ask the holidaymaker to leave the property without any refund if, in the property owner's opinion, the behaviour of the holidaymaker and/or his/her party is unacceptable.

The property owner reserves the right to refuse entry to anyone, who in the property owner's opinion is not suitable to or capable of taking charge of the property.

The property owner reserves the right to ask the holidaymaker and their party to leave the property, without refund, should the behaviour of the holidaymaker and/or their party be considered by the property owner to be unreasonable.

Arrival and Departure Time

Every effort will be made to have the property available from 4pm on the day of arrival. The property must be vacated by 9am on the day of departure. Late departure will result in an additional charge being made. Information about keys and how to collect them will be provided once full payment has been received.

Liability

The property owner takes no responsibility for the personal possessions of the hirer or the hirer's party. Vehicles and possessions are left entirely at the risk of the holidaymaker.

Children must be supervised at all times and dogs kept on leads whilst on the Peninsula site

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 or electricity. In such circumstances we will refund any money you have paid to us. 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 a problem before you arrive we will contact you to let you know.

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 WC. The Hirer is responsible for ensuring that all members of the party are aware of this.

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.

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

© Jeremy Arnold



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