Terms & Conditions
Booking Terms & Conditions of Hire
Money Back Guarantee if holiday cancelled due to COVID Lockdown
- 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)
- Transfer your holiday total to your Guest Account, a gift voucher with code to the value of the break is applied and emailed over to you; or lastly
- Refund all monies paid.
Following the government announcement our site is closed due to the National Government COVID Lockdown. We are re-opening 12/04/21.
As a small family business this is very disappointing for us as we love welcoming guests to Flowery Dell Lodges. We will be contacting any bookings that are during the current lockdown in date order until the next review with your options. Our Office is open 10am to 12pm – Mon to Fri Tel: 01748 822406 or email email@example.com
To Check availability and Book Online visit www.flowerydell-lodges.com
TERMS AND 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.
2. Bookings, the Deposit and Payment
2.1. Bookings can be made by using our website, by email and by 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 is 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 5.6 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 Booking Protect Click here for Details of what this policy covers. If you don’t take out Booking Protect we strongly recommend that you consider taking out holiday insurance.
3. ELIGIBILITY / COVID RESTRICTIONS
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:
- Groups under the age of 21.
- Hen or Stag Parties.
- Groups whose numbers exceed 8 in total.
- Mixed Households during COVID restrictions
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.
5.1. Cancellation by you
If you need or wish to cancel your booking, you need to confirm your intention to cancel in writing to us as soon as possible. It is important that you notify us as soon as possible should you wish to cancel, as this will give us a chance 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 £25 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).
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.
Examples (Cancellation by more than 8 weeks prior to the first day of your booking):
i. If you book a stay costing £1000 and wish to cancel having paid a £300 deposit, and notify us more than 8 weeks prior to the start of the Stay, and we are able to re-let the cottage for £1000, you will be refunded £275 of your £300 deposit.
ii. If you book a stay costing £1000 and wish to cancel having paid a £300 deposit, and notify us more than 8 weeks prior to the start of the stay, and we are not able to re-let the lodge you will be refunded £0.
iii. If you book a stay costing £1000 and wish to cancel having paid a £300 deposit, and notify us more than 8 weeks prior to the start of the stay, and we are only able to re-let the lodge for £900 you will be refunded £175.
5.3. Cancellation by you less than 8 weeks prior to the first day
If you notify us of your wish to cancel less than 8 weeks before the first day of your Stay, you will be liable to pay to pay the balance (if you have not already paid it). 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 £25 to cover our costs and third party costs related to the cancellation and rebooking (such costs include admin costs, bank fees, accounting/online re marketing 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 you will only be entitled to a nominal refund to cover the costs that we do not otherwise have to expend relating to your stay (cleaning, laundry, starter pack etc). The exact amount will depend on the particular lodge booked, but is unlikely to be more than £100). This will be refunded to you within 7 days of the holiday by the same method you paid with.
See Table below for details:
Name of Lodge
If unable to Re-Let Lodge Per Night Refund
Wild Rose, Wild Cherry
Mulberry & Whitebeam
Hazel, Maple, Hawthorn
Holly, Larch, Willow
Oak, Ash, Sycamore
Examples (Cancellation by you less than 8 weeks prior to the 1st day of your booking):
i. If you book a stay costing £1000 and wish to cancel having paid the full cost of your Stay, and notify us less than 8 weeks prior to the start of the stay, and we are able to re-let the cottage for £1000 you will be refunded £975 of your £1000 payment.
ii. If you book a stay costing £1000 and wish to cancel having paid the full cost of your stay and notify us less than 8 weeks prior to the start of the stay, and we are not able to re-let the lodge, you will be refunded a nominal amount equal to the expected cost of cleaning, laundry, starter pack etc (unlikely to be more than £100) to the extent that we have not had to incur such costs in relation to your booking.
iii. If you book a stay costing £1000 and wish to cancel having paid the full cost of your stay, and notify us less than 8 weeks to the start of the stay, and we are only able to re-let the lodge for £900 you will be refunded £875.
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.
COVID is also now a known risk and it is possible for you to insure your holiday against it. This can include the customer or any of the party having COVID, the customer or any of the party having to isolate or quarantine, or you wishing to shield any members of the party.
There are several options which include cover for COVID related cancellations available from organisations like Booking Protect which is offered at the time of booking.
COVID – 19 related lockdowns affecting you as the lead booking party are subject to separate arrangements which are set out in Clause 5.5.
5.5. Cancellation by you due to a COVID-19 / Coronavirus local lockdown
We acknowledge that COVID-19 / Coronavirus related local lockdowns are circumstances beyond your control for which travel insurance does not appear to be easily available. We have therefore agreed to share the risk of you not being able to travel for these very specific local lockdown circumstances.
i. 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)
ii. Transfer full amount to a Guest Account, a gift voucher will be emailed to you.
iii. Refund in full.
If you do not notify us as soon as possible after you become aware that a local lockdown will likely prevent you from travelling, we reserve the right to reduce the amount returned to you, to a lesser amount as the failure to notify us is likely to have an impact on our ability to re-let the lodge (or the costs we expend in respect of the Stay such as cleaning, Laundry and starter pack). You should not assume that because we have your address at the time of booking, that we are able to track the circumstances of your locality and any restrictions that may or may not apply to you. We ask you to work with us on this, because we all miss out when unable to re-let the lodge.
For COVID FAQ Click here
5.6. 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:
- 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)
- Transfer full amount to a Guest Account, a gift voucher will be emailed to you.
- 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.
5.7. 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.
In the circumstances described in 5.7 & 5.8, 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),
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 £25 admin fee applies.
b) Transfer of a Booking; Only available at the discretion of Flowery Dell Lodges – a £25 admin fee applies and any additional sums due.
Flowery Dell Lodges reserve the right to adjust prices quoted by any means due to errors/omissions or changes in the VAT rate.
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 guests 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. Visitors in the day 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. PLEASE NOTE DURING COVID RESTRICTIONS NO VISITORS ARE ALLOWED UNLESS IT IS FROM THE SAME HOUSEHOLD OR IN YOUR BUBBLE.
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 on there 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.
15.1. 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 cottages and put it in relevant bins and recycling facilities, and ensure that ovens and barbecues are clean and free from grease.
Please return any furniture or other items that you have moved back to where they were on arrival.
16.1.Wi-Fi is provided for the guest’s reasonable use. The guest agrees to reasonable and lawful usage of this service. Please note due to our distance from the exchange, our WIFI is slow & will not run videos or stream TV etc.
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 not 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.
22. DRONES, NIGHT LANTERNS, FIREWORKS, CANDLES, DISPOSABLE/CHARCOAL BBQ’S
22.1. The use of drones is not allowed without our express written permission. Fireworks, Night Lanterns, Candles & Disposable/Charcoal BBQ’s are not allowed. We only allow Gas BBQ’s supplied by us due to insurance purposes.
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.
25.1. Sorry we do not allow puppies at Flowery Dell Lodges. Flowery Dell Lodges accepts up to 2 dogs free of charge in all lodges except 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. Registered guide and hearing dogs belonging to those with visual and hearing impairments are allowed in all our lodges.
25.3. Animals other than dogs can only be accepted with specific prior permission from Flowery Dell Lodges.
25.4. We prefer dog owners to take out our cleaning service.
26. LEFT ITEMS
26.1. It is your responsibility to contact Flowery Dell Lodges if you believe you have left an item within 7 days of your departure date.
26.2. 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 £5 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.
27. CHANGES TO OUR TERMS AND CONDITIONS