Terms & Conditions

1. BOOKING CONTRACT
   
   1.1  When you submit a booking online you will receive an auto generated Booking Summary via email to the email address you provided on the booking form. This does not form a contract between us. A contract shall only arise when we have received your Deposit and have confirmed your booking via email (the Contract).
    
   1.2  The Contract for the provision by us of your short-term holiday rental accommodation (the Lodge) for the dates of your booking (the Stay) will be between the owners of Flowery Dell Lodges – (Flowery Dell Ltd) (We or Us) and the person making the booking (You) under the following booking conditions. These booking conditions shall apply to and form part of the Contract and the Contract shall be governed by English law, these terms and conditions do not affect your statutory rights.
    
   1.3  You must be at least 18 years of age at the time of making the booking. At the time of booking or when otherwise requested by us, you must provide a list of names and approximate ages of all adults, children and infants that will be staying in the Lodge. You are responsible for ensuring that all members of your booking party comply with the Terms of Use (as set out below), however, the Contract for the provision of accommodation is between us and you (as the person making the booking). You are entitled to change members of your booking party prior to arrival provided that you do not exceed the maximum occupancy of the lodge and provide all details of any such changes to us. The identity of anyone staying at the lodge must be disclosed to us prior to their arrival (if they are not mentioned on the booking form). We reserve the right to refuse admittance or require you to leave if this condition is not observed.
    
   2.  BOOKINGS, THE DEPOSIT AND PAYMENT
    
   2.1  Bookings can be made by using our website, email and telephone. Upon acceptance of your booking you are required to pay a 30% deposit of the cost of the stay (the Deposit). The Deposit forms part of the payment for your Stay and will only be refundable in the circumstances set out in Clause 5.
    
   2.2  Upon receipt of the Deposit we will confirm and send you a summary of your booking.
    
   2.3  The balance will be due no later than 8 weeks prior to the start date of your holiday. Balances will automatically be taken from the card you paid your deposit with if we hold it on file. We will send you an email payment reminder 7 days prior to the payment date.
    
   2.4  Full payment is due at the time of booking if your booking is made within 8 weeks of your stay.
    
   2.5  We are entitled to cancel a Stay where payment has not been received when due. We will send you a reminder and do our best to contact you by telephone, email and finally a letter before any such cancellation. If we cancel in such circumstances, we will attempt to re-let the Lodge. If we are able to re-let the lodge you may be entitled to a refund or your liability to us may be reduced.
    
   2.6  Once you have a confirmed booking your ability to cancel and receive a return of any monies is set out in our Cancellation Terms.
    
   2.7  Once a booking is confirmed the dates of your Stay are not transferable other than by us in the limited circumstances contemplated by clause 5.5 If you are unable to make use of the booking, you may transfer your booking to a third party with our consent which we will not withhold unreasonably.
    
   2.8  It is your responsibility to ensure that you have adequate insurance in place to cover any loss or damage that you may suffer as a result of any cancellation of your Stay. At the time of booking you will be offered XCover. If you don’t take out XCover we strongly recommend that you consider taking out holiday insurance.
    
   3.  ELIGIBILITY  
    
   3.1  As we are marketed as a quiet family site where guests come for peace and relaxation Flowery Dell Lodges reserves the right to refuse any bookings, in particular bookings from:

• Hen or Stag Groups under the age of 21.
• Parties.
• Groups whose numbers exceed 8 in total.

 
TERMS OF USE

4.  ARRIVAL & DEPARTURE

4.1.  We cannot accommodate early arrival or late departures as we need this time to perform maintenance and cleaning to the lodges and the site as a whole.

4.2.  You may access the lodge from 3pm on the day of arrival. If you are likely to arrive after 5pm please let us know and we will let you know how to access the lodge.

4.3.  You must vacate the lodge by no later than 10am on your day of departure, any later departures may incur a fee.

5.  CANCELLATION
 
5.1  Cancellation by you
 
If you need/wish to cancel your booking, you need to confirm your intention to cancel in writing to us as soon as possible in order to give us a change to re-let the cottage.
 
 5.2.  Cancellation by more than 8 weeks prior to the first day of your stay
 
If you notify us of your wish to cancel more than 8 weeks before the first day of your stay, you will not be liable to pay the balance.
 
Where we are able to re-let the lodge for all or part of the period of your Stay, you will be entitled to the return of all or part of the Deposit, less in all cases an administration fee of £50 to cover our costs and third-party costs related to the cancellation and rebooking (such costs include admin costs, bank fees, accounting/online remarketing fees).
 
If you have voluntarily paid your balance before the required date, the balance of the break will be refundable. 
 
The amount we refund to you under this clause will depend on the final letting price that we receive for the new booking (which may be less than you have paid or agreed to pay).
 
If we are unable to re-let the lodge for the dates of your stay you will not be entitled to the return of any of the Deposit.
 
5.3. Cancellation by you less than 8 weeks prior to the first day of your stay
 
If you notify us of your wish to cancel less than 8 weeks before the first day of your Stay. Where we are able to re-let the lodge for all or part of the period of your stay, you will be entitled to the return of all or part of the period of your stay, less in all cases an administration fee of £50 to cover our costs and third party costs related to the cancellation and marketing (such costs include admin costs, bank fees, accounting/online remarketing fees).
 
The amount we refund to you under this clause will depend on the final letting price that we receive for the new booking (which may be less than you have paid or agreed to pay).
 
If we are unable to re-let the Lodge for the dates of your Stay if any monies are to be refunded this will be at the discretion of Flowery Dell Management.
 
5.4.  Your inability to travel
 
Your inability (or the inability of any, some or all of your intended occupants) to travel to and stay at your lodge (including but not limited to, illness, requirement or recommendation to self-isolate or quarantine, jury duty, incarceration, change in personal or work circumstances, family emergencies and travel delays) remains at your risk and does not give rise to a right to cancel or to receive a refund other than under the terms of this Clause of this Clause 5.
 
We highly recommend  you take out cover for your holiday such as XCover which is offered at the time of booking or Holiday Insurers a selection is below:
 
Coverwise
Trailfinders
Allianz Assistance
Go Compare
Guest First

 
5.5. Cancellation by us
 
If our performance is hindered or prevented by a Force Majeure Event (please see definition below), we may, at our sole discretion, offer you the following 3 options:

1. Transfer the holiday to a future date subject to availability, there may also be a price difference of higher or lower (which would be refundable)
2. Transfer full amount to a Guest Account, a gift voucher will be emailed to you.
3. Refund in full.

For the purposes of this Contract, Force Majeure Event means any of the following circumstances which may hinder or prevent the performance by us of the Contract, including but not limited to: (a) acts of God, flood, drought, earthquake or other natural disaster; (b) epidemic or pandemic; (c) terrorist attack, civil war, civil commotions or riots, war, threat of or preparation for war, armed conflict, imposition of sanctions, embargo, or breaking off or diplomatic relations; (d) nuclear, chemical or biological contamination or sonic boom; (e) any law or any action taken by a government or public authority, including without limitation imposing a restriction, prohibition, or failing to grant a necessary license or consent; (f) collapse of buildings, fire explosion or accident; (g) any labour or trade disputes, strikes, industrial action or lockouts; (h) non-performance by suppliers or contractors; and (i) interruption or failure of utility service.
 
5.6. We reserve the right to refuse to hand over the Lodge to (or to allow the continued occupation by) any person who in our reasonable opinion is not in a suitable state to take charge of it.
 
5.7. We reserve the right to request any guest to leave the Lodge and the site where, in our reasonable opinion, the guest fails to observe the Terms of Use or otherwise poses a threat to our safety or the safety or enjoyment of other guests or causes damage to property or danger to others.
 
In the circumstances described in 5.6 & 5.7, no refunds shall be given unless we are able to re-let the lodge and having done so have fully recovered any costs associated with the relevant circumstances.
 
6.  THIRD PARTY SUPPLIERS (chefs, beauty treatments etc)
 
a)  If you want to use the services of a third-party supplier whilst staying at Flowery Dell Lodges you must ask and receive written permission to do so. This may be for a chef, beauty treatments, (Flowery Dell Lodges has a pre-authorised list of private chefs and beauty treatments),
 
CLICK HERE FOR TREATMENT DETAILS
CLICK HERE FOR PRIVATE CHEF
 
 b) Flowery Dell Lodges would need to see the third-party supplier’s public liability insurance, and any other related/required certification. Flowery Dell Lodges will then seek approval from Flowery Dell Lodges insurers to allow the third-party activity to take place. 
 
c) If all insurances and certification are satisfactory to Flowery Dell Lodges and our insurers, permission to invite these suppliers to Flowery Dell Lodges will not be unreasonably withheld.
 
d) Any recommendation of a supplier made by us will be based on our genuine belief or experience or feedback received by us from other guests or local contacts. A recommendation by us of a supplier does not relieve you of the requirement to obtain our written permission as set out above. Flowery Dell Lodges does not accept liability for the activities of these third-party suppliers.
 
7.  PERIOD OF HIRE
 
You should not arrive before 3pm on the commencement date, and leave by 10am on the day of departure. Failure to do so may result in you being charged a further day’s rental. You must not use the property except for the purpose of a holiday during the holiday period, and not for any other purpose or longer period. The agreement to stay in the property for the holiday period, does not create the relationship of Landlord and Tenant between the parties. You shall not be entitled to a new tenancy, or to any assured short hold or assured tenancy or any statutory protection under the Housing Act 1988 or other statutory security of tenure now or at the end of the Holiday Period.
 
 8.  CHANGES/TRANSFER A BOOKING   
 
 a)  Changes to a booking; are at the discretion of Flowery Dell Lodges and a £50 admin fee applies.
 
b)  Transfer of a Booking; Only available at the discretion of Flowery Dell Lodges – a £50 admin fee applies and any additional sums due.
 
9.  PRICING
 
9.1  Flowery Dell Lodges reserve the right to adjust prices quoted by any means due to errors/omissions or changes in the VAT rate.
 
9.2  Flowery Dell Lodges may offer discounted rates for last minute bookings, these offers apply to new bookings only for the specific dates quoted and cannot be used in conjunction with any other discount.
 
9.3  One night bookings offered in larger lodges for 2 guests are only offered at the discretion of Flowery Dell Lodges. Note: should any extra bedrooms be used, you will incur a £50 charge per bedroom.
 
10.  SUPERVISION
 
10.1. There must be at least one capable and responsible adult over the age of 18 in every lodge.
 
10.2. You are responsible for the physical supervision of all members of your party under the age of 18 at all times. This is particularly important in all children’s play areas, close to the stream, near to our animals, whilst using the play area, cycling, scooting around the site on the tarmac roads as we have guest’s vehicles driving onsite and lorries such as bin & delivery lorries.
 
10.3.  Parties not supervising their children responsibly may be asked to put appropriate arrangements in place for health and safety.
 
 11.  NUMBER OF PERSONS USING THE PROPERTY
 
11.1. Under no circumstances may more than the maximum number of persons stated on the website occupy the property. We reserve the right to refuse admittance if this condition is not observed. Any persons other than members of your party must not use the facilities at Flowery Dell Lodges.
 
12.  DAY GUEST VISITORS
 
12.1. Day visitors are allowed onsite, but you should advise Flowery Dell Lodges in advance of the number of guests that will be visiting. It is important that permission is granted so numbers satisfy health & safety as well as fire regulations. 
 
12.2. We do not allow tents or caravans onsite. Campervans are only allowed for Day Visitors which must be preauthorised at reception as there is limited parking. No Campervans allowed overnight. 
 
13.  LIABILITY
 
13.1. You must take all necessary steps to safeguard yourselves and your property.
 
13.2. We, our employees, contractors and representatives shall not be liable to you or your party for loss or damage to property.
 
13.3  We, our employees, contractors and representatives shall not be liable to you or your party for accidents or injuries to you and your party, either within the property or outside unless demonstrably caused by our negligence or wilful misconduct or that of those for whom we are legally responsible.
 
13.4. We shall not be liable to you for the failure or non-availability of any particular facility in the lodge although in all cases we will rectify any such failure as soon as is reasonably practicable.
 
14.  CARE OF THE PROPERTY
 
14.1. You are responsible for the property and are expected to take all reasonable care of its furniture, pictures, fittings and effects, in or on the property. You must leave them in the same state of repair, and in a reasonable clean and tidy condition at the end of the rental period.
 
14.2. You must not use the lodge for any dangerous, offensive, noxious, noisy, illegal or immoral activities or carry out any act that may be a nuisance or annoyance to the owner or other neighbouring properties.
 
14.3. Smoking/Vaping is not allowed in any of the lodges. Smoking on the outside balconies is allowed (not allowed in the Hot Tubs) but please use the ash trays provided. Smoking on the grounds should be away from the lodges, play areas, gas, oil tanks and will be tolerated provided that all cigarette ends are disposed of properly. Vaping is permitted outside (other than the children’s play area) but please be considerate of other guests.

14.4.  We do not allow any firearms licensed, unlicensed, Crossbows, Archery, Illegal Knives onsite.
 
14.5.  Your use of the lodge does not entitle you to charge an electric vehicle or appliance other than personal electronic devices. If you have particular charging requirements, please get in touch before your Stay and we can discuss this.
 
14.6.  Quiet Time We are located in a peaceful rural setting. As such we ask that you respect everyone’s privacy and their right to a peaceful holiday! Specifically, between the hours of 11pm & 8am noise should be kept to a minimum. No use of the Hot Tub after 11pm.
 
14.7.  Damage & Breakages We appreciate that accidents can happen and we take a pragmatic and sensible approach to damage and breakages – we would not charge you for the odd broken mug or glass, but please do inform us of any breakages or damage so we can put it right. Any damages will have to be paid for in full within seven days of notification. We recommend that you have insurance in place to cover this. You are legally bound to reimburse us for replacement or extra cleaning costs on demand.
 
15. CLEANING
 
15.1.  On departure, please leave the lodge as you found it, in a clean and tidy condition. Please ensure that you have washed and dried up (or loaded the dishwasher and started the cycle), removed rubbish from the lodges and put it in relevant bins and recycling facilities, and ensure that ovens and barbecues are clean and free from grease.
 
 Click here for optional departure cleaning service
 
Please return any furniture or other items that you have moved back to where they were on arrival.
 
16. WIFI
 
16.1. Wi-Fi is provided for the guest’s reasonable use. The guest agrees to reasonable and lawful usage of this service. 4G WIFI is provided free of charge. Please note when the O2/Vodafone/EE Masts are under maintenance/upgraded there may be a loss of service/ intermittent. During these times we have a guest network in Reception (Open Mon to Sat 9am to 5pm) that can be used.  
 
17.  RIGHT OF ENTRY
 
17.1. We shall be allowed the right of entry to the property at all reasonable times for purposes of inspection or to carry out any necessary repairs or maintenance. We will do our best to minimise disruption to you if we need to enter the lodge during your stay.
 
18.  PLEASE SPEAK TO US/COMPLAINTS
 
18.1. Every effort has been made to ensure that you have an enjoyable stay (we know how much we look forward to our holidays and are sure that you are no different). However, if you have any problem or cause for complaint, it is essential that you contact us immediately to give us the chance to resolve it. We will do our very best to resolve any issues as soon as we can. We value your custom and want you to return.
 
18.2.  If you notice that something is broken or not working properly, please tell us even if it is not causing you a problem or discomfort as we want to ensure things are as good as they can be for all guests.
 
18.3.  Please note that we are not responsible for any matter which you did not bring to our attention during your holiday. Any reported matter which has not been resolved during the holiday should be advised in writing to Flowery Dell Lodges within 7 days of the end of your holiday.
 
19.  SITE HEALTH & SAFETY
 
19.1. We are continually striving to improve accommodation and facilities at Flowery Dell Lodges and to comply with any new Health & Safety legislation or other legal requirements so you may find that some facilities are temporarily closed for maintenance and/or improvement, some facilities have been altered, there is development or refurbishment work going on in certain areas of Flowery Dell Lodges or maintenance work is undertaken in and around the lodge although in such circumstances we try to minimise any inconvenience/disturbance.
 
20.  HOT TUB HEALTH & SAFETY
 
20.1. In the interests of a peaceful site for all customers no use of the HOT TUB is allowed after 11pm. The safety of our guests is paramount. The Hot Tub is there for your enjoyment but we require you to observe the Hot Tub Rules in the Hot Tub Safety Document. If you or members of your party fail to observe these regulations during your stay, we reserve the right to close this facility or restrict your access to it.
 
20.2.  Click here for our Hot Tub Safety Document which needs to be read & signed before using the Hot Tub.
 
20.3. The Hot Tub is tested twice a day by our BISHTA trained technicians and we ask that you are not in the Hot Tub and any dogs are kept off the balcony (morning testing times 7.30am to 9.30am 7 days & afternoon tests 3pm to 5pm Mon to Fri & 1.30pm to 3.30pm Sat & Sun). The safety document has been developed with your health & safety in mind when using the Hot Tub & should be followed at all times. Instructions for the Hot Tub & Cover Lifter are located next to the tub & should be read before use.
 
20.4. IMPORTANT: Any hot tub that needs to be shut down due to misuse will incur a £50 charge to empty, clean, refill and balance the tub. No smoking in the Hot Tub.
 
21. DATA PRIVACY STATEMENT & COOKIE POLICY
 
21.1. See our Privacy & Cookie Policy here:
 
Click here for our privacy policy
 
22. DRONES, NIGHT LANTERNS, FIREWORKS, CANDLES, DISPOSABLE/CHARCOAL BBQ’S
 
22.1. The use of drones is not allowed without our express written permission.
 
22.2.  Fireworks, Night Lanterns, Candles & Disposable/Charcoal BBQs are not allowed.
 
22.3.  We only allow Gas BBQs supplied by us due to insurance purposes.
 
23. ALLERGIES
 
23.1. We have two lodges that are pet free, however we cannot guarantee that assistance dogs have not stayed with their owners in these lodges.
 
24. SPECIAL NEEDS
 
24.1 .Please inform us at the time of booking if you have any special requirements, for example food allergies or reduced mobility so we can advise you the best lodge to suit your needs. We have a free of charge disability pack which includes a shower stool, grab handles & toilet surround support that can be pre-booked for your arrival. We will do our best to meet special needs during your stay, but may not be able to accommodate special requests if the disability packs are already booked out.
 
25.  PETS
 
25.1  Flowery Dell Lodges accepts up to 2 dogs free of charge in all lodges except Mulberry & Whitebeam (assistance dogs only in Mulberry & Whitebeam). Dogs must be pre booked in at the time of booking.  All dogs must be kept under strict control at all times. Dogs must not be left unattended in the lodges/onsite
 
25.2.  Well behaved puppies are allowed at Flowery Dell Lodges but they must be trained and past the chewing stage. Puppies must be prebooked in before arrival.
 
25.3.  Registered guide and hearing dogs belonging to those with visual and hearing impairments are allowed in all our lodges.
 
25.4.  Animals other than dogs can only be accepted with specific prior permission from Flowery Dell Lodges.
 
We prefer dog owners to take out our cleaning service.
 
Click here for our dog owners terms & conditions
 
26. ELECTRIC CHARGING
 
Unfortunately our electricity supply currently has not got the capacity to allow us to install EV chargers at our lodge site. As we have no specific chargers our insurance does not allow the charging of electric and hybrid cars at the lodges. The chargers local are https://charge.pod-point.com
 
27. LEFT ITEMS
 
27.1. It is your responsibility to contact Flowery Dell Lodges if you believe you have left an item within 7 days of your departure date.
 
27.2. To have a left item returned to you please send a prepaid envelope/parcel suitable for resending the item back to you. If you are unable to do this the minimum charge is £10 to return the item – the cost of postage will be worked out & must be paid prior to the item being dispatched. Left items will be kept for 14 days after your departure date and if not claimed will be disposed of or donated to a local charity.
 
28. CHANGES TO OUR TERMS AND CONDITIONS
 
28.1. Flowery Dell Lodges may revise these terms of use at any time. It is the responsibility of the guest to take notice of changes made
 
Revised: 05/06/2024