Terms and Conditions for Holidays at Grange Farmhouse and Red Squirrel Lodge
We strongly advise that you take holiday insurance to cover the risks of unforeseen circumstances that can lead to cancellations.
Our cancellation policy:
We ask for a 20% non-refundable deposit to secure a booking. The balance is payable 6 weeks prior to your stay. If you cancel before 6 weeks you are not liable for any balance payment. For cancellations within 6 - 4 weeks we will refund 75% of the balance paid excluding the deposit. For cancellations within 4 - 2 weeks we will refund 50% of the balance paid excluding the deposit. Cancellations made within 2 weeks of the stay dates will not be refunded unless we can replace the booking.*
If you have to, or want to, cancel your booking, you must phone us on the number shown on your booking confirmation or email us as soon as possible. The day we confirm receipt of your notice to cancel is the day your cancellation will be effective from. Both the deposit and the balance payment should be considered as non- refundable.
*If we are able to take another booking in place of your cancellation then we will refund either the deposit or if you have already paid the balance then the equivalent amount that we have received for the new booking. Sometimes this will be slightly less than the amount you paid if we have offered a discounted price in order to fill the gap. We will always try our best to find another booking and therefore to refund what we can. However, if we are unable to fill the space then we will not refund any of the fees paid up to that point. It is up to your own insurance to cover these costs.
Terms and Conditions
In these booking conditions, 'you' and 'your' means all people named on the booking form (including anyone who is added or replaced at a later date). 'We', 'us' and 'our' means Grange Farm Cottages, Staplers Road, Wootton, Ryde Isle of Wight PO33 4RW. Before booking through us, please read these booking conditions carefully and all the other information relevant to your booking, including:
1 Making your booking
All bookings depend on the property being available. You as the person in charge of the party (the party leader) must be at least 18 years old at the time of booking. All other members of the party must authorise you to make the booking on the basis of these conditions. By making the booking, you confirm that you are authorised to make the booking and that all other members of the party agree that the booking will be governed by these conditions. You are responsible for making all payments due to us.
As long as the property is available and we have received all the relevant payments, we will give you written confirmation (see below) as soon as reasonably possible. This confirmation will show your booking details and the amount you still owe for the booking. Your binding contract with the owner will begin when we issue the written confirmation. For bookings made within 14 days of the departure date, you will have a binding contract with the owner when we give spoken or email confirmation of your booking to you or your travel agent and you have made the appropriate payments to us or your travel agent. Payment of the deposit into our bank account, will not mean we have accepted a booking until we have issued written confirmation.
We will give you your written confirmation by email. If you book with us online, we will acknowledge that we have received your booking and then send you confirmation by email. If you book by post or phone, we will send your confirmation to you by post unless you tell us at the time of booking that you would prefer it to be provided by email. It is your responsibility to check your emails regularly and to let us know about any change to your email address.
We, have the right to refuse any booking before we send you your written confirmation. If we do this, we will tell you in writing and promptly refund any money you have paid to us. In this case, we will not have any legal responsibility to you.
As soon as you receive your confirmation, you must check the details carefully. If anything is not correct, you should tell us immediately. If you book through a travel agent, we will send your confirmation and all other documents to your travel agent.
When you book, you should pay the deposit amount then due by debit or credit card (by telephoning), by bank transfer (We only accept payment in pounds sterling.) We must then receive the rest of the money owed no less than 6 weeks before the start of your trip. However, if you book less than 6 weeks before the start of your trip, we must receive full payment of the total cost when you make the booking. For any accommodation booked less than two weeks before your intended stay, you must pay for the booking in full by bank transfer, at the time of booking.
If you do not pay any payment due in relation to your booking by the appropriate date we are entitled to assume that you want to cancel your booking.
We may increase or reduce the prices of unsold products and services or correct mistakes in pricing at any time before we confirm your trip. We will confirm the price of your booking when you make it. As changes and mistakes can happen, you must check all details at the time of booking.
All prices quoted or otherwise given to you include all charges and any UK taxes or government charges which may apply to your booking at the time it is made.
All prices are for the property and are not on a per person basis.
4 Brochure and website details
We aim to make sure that the information provided is presented accurately on our website, in brochures and other promotional literature or material we produce and provide. There may be small differences between the actual property and its description. This is usually because we are always aiming to improve services and facilities. Occasionally, problems mean that some facilities or services are not available or may be restricted. If this happens, we will tell you as soon as reasonably practical after we become aware of the situation. We cannot accept responsibility for any changes or closures to local services or attractions mentioned in the brochure or on our website, by our advisers or advertised elsewhere. We make reasonable efforts to make sure that information we give you about your property and its facilities or services, as well as advertised travel and other services, is accurate and complete on the date given. We cannot accept responsibility for any inaccurate, incomplete or misleading information about any property or its facilities and services, unless this was caused by our negligence.
5 If you change or cancel your booking
If you want to change any detail of your confirmed booking, we will do our best to make the changes. We cannot guarantee we will be able to meet your request. You may have to pay any difference in costs. We will charge for any amendment at the current brochure or website price, which may be different from the price in the brochure or website from which you booked your chosen arrangements. We may treat changes to your dates or accommodation as a cancellation of the original booking. Individual party members may be able to transfer their place to someone else introduced by you as long as we are told at least two weeks before your departure date. If we can make a transfer, you must pay all costs and charges we have to pay, together with the appropriate amendment fee as set out above, before the transfer can take place.
b. Full cancellations
If you have to, or want to, cancel your booking, you must phone us on the number shown on your booking confirmation as soon as possible. The day we receive your notice by phone to cancel is the date on which we will cancel your booking.
Both the deposit and the balance payment should be considered as non- refundable. However, if we are able to take another booking in place of your cancellation then we will refund either the deposit or if you have already paid the balance then the equivalent amount that we have received for the new booking. Sometimes this will be slightly less than the amount you paid if we have offered a discounted price in order to fill the gap. We will always try our best to find another booking and therefore to refund what we can. However, if we are unable to fill the space then we will not refund any of the fees paid up to that point. It is up to your own insurance to cover these costs.
c. Part cancellations
If only one person in your party needs to cancel, this will not normally affect the total cost of your booking unless you cancel any travel arrangements or extra services which are charged on a "per person" basis. In these instances, we may provide a refund of any per person charges remaining after taking off any cancellation charges made by the service provider concerned. If you need to cancel all or part of your trip, you must return all travel tickets or vouchers (for example, for ferries).
6 Cancellations or changes by the owner
The owners do not expect to have to make any changes to your booking. However, sometimes problems happen and bookings have to be changed or cancelled or mistakes in brochures or other details corrected. The owner and service provider has the right to do so. If we do, we will contact you (by phone if reasonably possible in the case of a significant change or cancellation - we will let you know about minor changes by email) as soon as is reasonably practical. We will explain what has happened and let you know about the cancellation or change.
7 Disabilities and medical problems
If you or any member of your party has any medical problem or disability that may affect your booking, please tell us before you confirm your booking and give us full details in writing as early as possible before you travel. If we feel unable to properly meet that person"s particular needs, we can refuse or cancel the reservation
8 Your property
The owner has set the following conditions on your stay at the property. You can arrive at your property at any time after 3pm (unless we tell you otherwise, for example on your confirmation) on the start date of your rental period. You must leave by 10am on the last day. If your arrival will be delayed beyond 8pm on the start date of your rental period, you must contact the person whose details are given in the location guide. If you fail to do so, you may not be able to get into the property. If you fail to arrive by 12 noon on the day after the start date of your rental period and you do not let the person whose details are given on the location guide know you are arriving late, we may treat your booking as having been cancelled by you. In this situation, we will not refund any money you have paid.
You and all members of your party agree to keep the property clean and tidy, to leave the property in a similar condition as you found it when you arrived, and to behave in a way at all times while at the property which does not break any law. You and all members of your party also agree not to use the property for any illegal or commercial purpose, including subletting it or otherwise allowing anyone to stay in it who we have not previously accepted. You are responsible to the owner for the actual costs of any breakage or damage in or to the property - along with any extra costs that may result - which are caused by you or any members of your party. The owner can ask for an extra payment from you to cover any related costs.
We can refuse to allow you into the property or ask you to leave if we reasonably believe you or any member of your party is behaving illegally, or that any damage is likely to be caused, has been caused or is being caused by the behaviour of you or any members or your party. We will treat these circumstances as a cancellation by you. You also must not allow more people than the brochure states to stay in the property. And you cannot significantly change the number of adults or children during your stay. If you do any of these things, we can refuse to hand over the property to you, or can repossess it. If we do this, we will treat this as you cancelling the booking. And we will not be legally responsible to you as a result of this situation. (This will include, for example, any costs or expenses you have to pay due to not being able to stay in the property, such as the cost of finding other accommodation.) Neither are we under any obligation to find any alternative accommodation for you.
You must allow us or our representative (including workmen) access to the property at any reasonable time during your stay (except in an emergency or if a problem needs sorting out quickly and you cannot be contacted in time. In these situations, we can enter the property at any time without giving you prior notice).
Pets are not allowed unless we say so in the brochure. If you take a pet with you, it is not allowed on beds or furniture. Do not leave any pets unattended in the property, and you must keep dogs on a lead within the boundaries of a property (including the garden). Registered guide and support dogs belonging to those with sight and hearing difficulties are allowed in all properties featured in this brochure even if the property description states that pets are not allowed. If you or any member of the party has an allergy, we cannot guarantee that a registered guide or support dog has not stayed in your chosen property nor can we accept any legal responsibility for any suffering as a result of animals having been there. You should also read the information on taking pets on holiday included in our brochure or on our website.
9 Special requests
If you have any special requests, you must let us know when you make a booking and confirm them in writing. Confirmation that we have noted a special request is not confirmation that the request will be met. If we fail to meet any special request, it will not mean we have broken your contract.
10 Transport suppliers
Booking transport or making any other arrangements, as well as your accommodation, for you does not mean that we have sold you a 'package' or that we are an 'organiser' of packages as defined by the Package Travel, Package Holidays and Package Tours Regulations.
11 Complaints (This does not apply to ferry bookings.)
If you want to complain, we will want to take action to sort your complaint out as soon as possible.. It is essential that you contact us immediately if any problem arises so that it can be sorted out as quickly as possible. It is often extremely difficult (and sometimes impossible) to sort out difficulties properly unless we are told promptly. If you discuss the problem with us during your stay at the property, it can usually be sorted out straightaway. In particular, complaints which would only be temporary (for example, complaints on how the property is prepared or the heating not working) cannot possibly be investigated unless registered during your stay.
12 Governing law
Any dispute, claim or other matter which may arise in relation to your booking will be governed by English law and you must agree that any dispute will be dealt with by the courts of England and Wales.
13. Communicating with you
To process your booking we will need to collect and process personal information.