Terms & Conditions
Full Booking Terms and Conditions
CONTRACT OF HIRE
The contract of hire will be between the owners of Suffolk Country Retreats, referred to as `us’ or `we’ or `our’ and the person making the booking and all members of the booking/ holiday party, referred to as `you’ or `your’ in the following booking conditions. PAYMENT– A deposit of 25% of the full rental amount is payable to secure your booking. You are required to provide the name, address, age of each guest in the booking party at the time of booking. Once the deposit has been received and cleared the booking will be confirmed by email. The balance will be due 6 weeks prior to your commencement date. For bookings made 6 weeks or less of the arrival date, full payment plus security deposit will be due. Payment can be made by bank transfer or PayPal. The contract of hire is not effective until we have received your deposit or full payment and you have received email confirmation. You are then responsible for the full cost of the hire, even if you subsequently cancel.
SECURITY /DAMAGE DEPOSIT
A refundable security/damage deposit of £150.00 is required at the time of paying the outstanding balance, per cottage booked. This will be paid back to you within 48 hours of departure once the cottage has been cleaned and inspected for stains, loss, breakages or damage, with the key returned to the key safe and the property left in a clean, tidy condition, free of rubbish, with no signs of smoking or dog excrement in garden.
THE RENTAL PROPERTY
Is only to be used for the purpose of the holiday and not for any other purpose or period of time. There is no relationship created of Landlord and Tenant between the parties. You shall not be entitled to a new tenancy, or to any assured shorthold 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 rental period.
NUMBER IN PARTY AND COTTAGE
Under no circumstances may more people occupy the property than the number of beds. Udder Cottage– 2 Guests. Milk Churn Cottage– 2 Guests. All guests in the property must be those named on the booking registration. We reserve the right to refuse admittance if this condition is not observed, or you may be asked to leave the property immediately.
ARRIVAL AND DEPARTURE TIMES
To ensure that there is sufficient time to clean and prepare your accommodation, your cottage will be available from 4pm on the day of your arrival. On the day of departure, please vacate your cottage by 10am. Should you wish to arrive earlier or leave slightly later than these times, you must please request this at the time of booking as we may be able to accommodate this, depending on other bookings, but this is not guaranteed.
CANCELLATION BY YOU
Cancellations by you must be notified to us immediately by phone or email. All booking deposits are non- refundable. Cancellations will be dealt with as follows:
• Cancellations notified to us more than 6 weeks before the start of the holiday– you will forfeit the deposit only.
• Cancellations notified to us with less than 6 weeks before the start of the holiday you will be liable for the full cost of the holiday. If we are able to re-let your booking you may receive a refund at our discretion, which may be less than you paid, plus an administration fee of £30.
• If we are unable to re-let the cottage, that you have booked, there will be no refund under any circumstances, and you will still be responsible for the full rental cost.
• Bookings cancelled within 14 days of arrival are non- refundable.
• No Show– Non- refundable
HOLIDAY and/or CANCELLATION INSURANCE
We strongly recommend that you arrange holiday insurance for your stay that includes cover for cancellation and your personal property. Your use of the property is entirely at yours and your holiday party risk and no responsibility can be accepted for injury, loss or damage to users or visitor’s belongings.
CANCELLATION BY US / NON-AVAILABILITY OF PROPERTY
In the event that the property is not available through events arising outside of our control, such a fire, flood, breakdown of domestic appliances, plumbing, wiring, temporary invasion of pests or damage resulting from exceptional weather conditions, then we may be forced to cancel your booking. If this is the case, you will be informed as early as possible, and a full refund of all monies paid will be given. You shall have no further claim against us. If we must terminate your holiday early, you will be refunded part of the rental fee based on the time that you have remaining of your booking. No additional compensation will be paid.
SMOKING
Smoking, as well as e-cigarettes, vaporisers is STRICTLY NOT PERMITTED within any of our cottages, or within the grounds. This is due to the fire risk that smoking poses to timber framed properties. If it is found that a cottage has been smoked in, we reserve the right to charge £150.00 for the excess cleaning and maintenance required to restore back to a non-smoking property, which will be taken from the damage deposit.
CANDLES/ CHINESE LANTERNS/ FIREWORKS
Strictly forbidden- Candles/ Naked flames due to our insurance policy. Chinese lanterns and fireworks due to being a country property near to arable farming land and animals.
ELECTRICITY AND HEATING
Electricity and heating are included in the rental of the cottage, unless otherwise stated. We want to do our part for the environment, and we encourage guests to do likewise, so we ask that lights / appliances are switched off when not in use.
LINEN
Bed linen, duvets and pillows are included in the price of the cottage rental. Towels (1 hand/ 1 bath) are included per person, also beach towels 1 per person. A clothes airer is provided for drying purposes and a washing machine for use of guests staying for 7 days or more.
WI-FI
WiFi is available in our cottages free of charge. Please ensure the mini router is plugged in and turned on. Passwords are provided within the Welcome book in each cottage. Should you wish to use the Smart TV to watch subscription channels e.g.- Netflix / Prime then please ensure that you log out of your personal account before departing the Cottage
DOGS - Please See Pet Policy/Rules (click here)
*Our cottages are not suitable for reactive dogs due to shared fencing with neighbouring cottage and owners property*
We accept well behaved, non-reactive dogs in our cottages. 2 dogs per cottage. Please read our “House Rules for Dogs” within the Welcome book on arrival.
You (the dog owner) must not allow your dogs on the furniture or bed unless using the throws provided. The dog must not be left in the cottage or garden unattended under any circumstances (if you require a dog sitter, please see the pet policy). For consideration of our pets, yours and other guests, please keep your dogs on-lead within the driveway/parking area for safety.
Your dog is entirely your responsibility at all times. We do not charge extra for dogs but if excessive cleaning is found to be required then a charge of £15.00 per hour will be taken from the security deposit.
We under no circumstances accept any dogs under the Dangerous Dogs Act 1991 (Pitbull Terrier, Japanese Tosa, Dogo Argentino, Fila Brasilerio and XL Bully Breeds)
VISITORS
If you are planning to have day visitors, permission must be sort in advance of arrangements.
KEYS
The key to your cottage will be left in the key safe by the entrance door to the cottage. The key code will have been sent to you by email with directions prior to your arrival. Please replace the key in the key safe prior to your departure.
£20 charge for lost, taken home or broken keys. This charge also applies to any lost store room keys that are located within the hallway of each cottage.
CARE OF PROPERTY
You are responsible for taking all reasonable care of the cottage and leaving it in a clean, tidy condition at the end of your hire agreement. You must not use the property for any parties, or dangerous, offensive, noxious, immoral activities or cause nuisance to neighbours. If this happens you will be asked to leave with immediate effect and forgo any refund in relation to the rest of your booking.
DOG WASH/LAUNDRY/STORAGE ROOM
These are shared amenities between both cottages, keys for this facility are left hanging on a "cow" key ring within each cottage hallway.
If using any of these amenities, please ensure they are left in a clean and tidy condition. We have an honesty box within the store room for dog shampoo/conditioners and laundry detergents.
WATER AND PRIVATE SEWERAGE SYSTEM
All our cottages and private dwelling run on a Sewage Treatment system. The system is very effective, however, it will clog/ block if improper material is flushed. PLEASE DO NOT FLUSH anything other than the bamboo toilet paper provided. All sanitary products should be placed in the bathroom bin provided. If a blockage is caused and you are found to be responsible, a charge may be issued.
DAMAGES
You are legally responsible for any loss or damage to the property during your stay. All damages and breakages should be reported to us during and before the end of your rental period. We understand the odd plate / glass breakage, and these will not be charged for, but we do however reserve the right to charge for extra/ specialist cleaning, replacement or repair cost. Keys not returned on departure will be charged for via security/ damage deposit.
RIGHT OF ENTRY
You must allow the owners reasonable access to the property for the purposes of urgent repairs.
LIABILITY
The use of the accommodation and its associated facilities are entirely at the users’ risk and no liability can be accepted for death, injury, loss or damage to users and their belongings, including vehicles.
LOST PROPERTY
Should you leave something behind, please let us know as soon as possible and we will do what we can to find the item and return it to you. Return postage costs must be covered by you.
COMPLAINTS
We make every effort to make sure that you have an enjoyable stay. However, if there are any problems that arise during your stay, you must notify us as soon as possible so we can endeavour to put the matter right and take any remedial action if required. If you are not satisfied with the resolution to your complaint, you must notify us in writing during your stay. Complaints will not be accepted once your hire agreement has ended, and no correspondence will be entered into as we are unable to investigate your complaint effectively.
DATA PROTECTION
We will only retain your personal data for as long as necessary to fulfil the purpose we collected it for in relation to your booking or enquiry. Your details will not be sold on to any third party. Your details will not be passed on to any third party. PRICING- reserve the right to change the pricing of any cottage, at any time