1.1. We are Colstey Farm Holiday Lets

1.2. By booking with us, you confirm that you accept these booking conditions and any other written information we bring to your attention before confirming your booking.

2.1 When you book accommodation with us, you enter into a legally binding contract with us the Owner who is responsible to you for the provision, presentation and safety of our accommodation;

3. Your use of the booking

3.1. The accommodation that we advertise can only be used for holiday letting for the period of your booking, and you have no further rights. No booking is an ‘Assured Shorthold Tenancy’ or protected under the Protection from Eviction Act 1977, or any similar applicable legislation.

3.2. Our booking services with you are available for your personal, non-commercial use only. You may not offer for resale any booking services.

4. Website details

4.1. Website descriptions and photos are intended to present a general idea of the accommodation and its facilities or services and are not recommendations. There may be differences between the actual accommodation and its description. Some facilities may be unavailable or restricted and we will notify you if we become aware of this.

4.2. Wi-Fi availability is provided for pleasure, not for business use, and is subject to network conditions and is not guaranteed.

4.3. We are not responsible for inaccurate or misleading information about the accommodation unless we have been negligent. We will correct any known inaccuracies promptly.

5. Making your booking

5.1. You must i) be at least 18 years old at the time of booking; ii) be authorised to make the booking by all adult party members;

and iii) ensure that they are aware of, and agree to comply with, these booking conditions.

5.2. You are responsible for making all payments to us.

5.3. You must ensure that all information you provide to us is true, accurate, current and complete. You must update us promptly if your details change.

5.4. You are responsible for satisfying yourself that the accommodation and location meet your party’s needs before booking.

5.5. You must inform us in writing of any medical condition or disability affecting you or any party member, and any special requests, before confirming your booking. We, cannot guarantee that such requests will be met. If we, the Owner cannot accommodate your needs or meet any special requests, we may cancel your booking without any liability to you.

5.6. Once we have received the required deposit payment from you, we will send you written confirmation of your booking. This is when your binding contract begins.

5.7. If you book through a third-party travel agent, we will send your confirmation and any other documentation to them.

5.8. We, reserve the right to refuse any booking before we send written confirmation. If we do so, we will promptly let you know and refund you, but we will not have any legal or financial responsibility to you.

5.9. As soon as you receive your confirmation, please check the details carefully and let us know immediately if anything is incorrect. We are not responsible for any errors in any documentation, except where the error is made by us.

5.10. Even if we have sent you a written confirmation we have the right to cancel a booking where there are reasonable grounds to believe that (i) the booking is not legitimate; (ii) you are likely to breach these booking conditions or any restrictions or requirements stated on the accommodation advertisement; (iii) you have provided incorrect information;

(iv) you have behaved in a vexatious, abusive or unlawful manner to us, or our staff. If we cancel your booking in these circumstances, we will tell you in writing and we will not have any legal or financial responsibility to you.

5.11. We recommend that you take out travel insurance to cover you and your party’s needs for your total stay.

6. Payment

6.1. When you book, you must pay i) the deposit due or full amount

6.2. We must receive your balance payment, which will be stated on your booking confirmation.

6.3. If you book after the applicable final payment date notified to you; we must receive full payment of the total cost when making the booking.

6.4. Failure to pay by the final payment date will result in your booking being cancelled immediately and the provisions of clause 10 (Customer cancellations) will apply.

6.5. We only accept payment in pounds sterling. There is no charge for debit or credit card payments. However, if your bank refuses to make payment for any reason, an administration charge of £35 will apply.

6.6. All charges and refunds are made for as stated otherwise in these booking conditions.

6.7. If you book an accommodation through a third-party travel agent, they may collect payment differently. Please check with them before you make your booking.

7. Deposit

7.1. To secure your booking you will need to pay a non-refundable standard deposit. You will be told what the deposit is before making your booking.

8. Pricing

8.1. The prices charged are constantly under review. Prices of unsold accommodations may increase or decrease at any time, and we may also correct mistakes in the pricing of unsold accommodation at any time. The confirmed price will be provided by us upon booking. As changes and mistakes can happen, it is your responsibility to verify the price and details of your accommodation at the time of booking.

8.2. All quoted prices include any taxes and charges which may apply at the time of booking. Any changes in tax rates or government charges may result in additional amounts becoming payable post-booking.

8.3. We can pass on to you, after we have confirmed your booking, all costs or charges the makes to us which are connected with your booking, including any price increases due to changes in the exchange rates.

8.4. Prices are for the entire accommodation and are not per person.

9. Changing your booking

9.1. Contact us by e-mail or by phone to tell us about changes as soon as possible.

9.2. All changes require our agreement. We cannot guarantee that we will be able to meet your request.

9.3. You cannot transfer your booking within 70 days of arrival or once the balance has been paid.

9.4. If we agree to your change, an administration charge of £35 is applicable for each change of dates or £60 for each change of accommodation. You will also be responsible for any costs incurred  in facilitating this change for you, which, where relevant, will be notified to you.

9.5. Please note that we may treat changes to your dates or accommodation as a cancellation of the original booking, potentially resulting in cancellation charges if you proceed.

10. Customer cancellations

10.1. No refunds are payable if you cut short your stay or reduce the number of guests on the booking.

10.2. You must notify us if you wish to cancel your booking after it has been confirmed. The day we receive your notice to cancel by phone or via e-mail is the date on which we will cancel your booking.

10.3 If you have booked through a third-party travel agent, the term total accommodation cost does not include any charges made by that agent or anyone else for booking fees, travel, other travel services or any other amounts not paid to us, and you may be liable to pay such charges in the event of cancellation.

10.7. Deposits are only refundable if dates are resold at the same value as the original booking.

11. Changes by us

11.1. We reserve the right to make changes to your booking. If there is a mistake, including pricing, we reserve the right to adjust the price to correct the mistake. If you choose not to accept this, then the contract between us will be invalid and you will be entitled to a refund. You won’t, however, be entitled to compensation, nor to have the stay at the lower price.

11.2. If we need to make changes to your booking, we will contact you by phone or by email as soon as is reasonably practical. We will explain what has happened and let you know about the change; however, we will not have any further liability to you.

12. Cancellations by us

12.1. If we must cancel your booking, you may choose to:

(i) accept alternative accommodation – you may have to pay any difference in price if the cost of the new accommodation is higher or you will be reimbursed the difference if the cost of the new accommodation is lower;

(ii)  obtain a refund of the amount already paid by you for the booking.

13. Accommodation rules

13.1. Arrival and departure: You may arrive at your accommodation any time after 3pm on the first day of your booking and must leave by 10am on the last day (unless we tell you otherwise). If your arrival is delayed beyond 8pm on the start date, you must notify the contact listed in your arrival documentation. Failure to do so may result in difficulty accessing the accommodation. If you fail to arrive by 12 noon on the second day of your booking and haven’t informed the provided contact of your late arrival, we may consider your booking cancelled by you, with no refund payable.

13.2. Behaviour: The Owner can deny access to the accommodation or end your stay if anyone in your party behaves unreasonably, causes offense or damage, disrupts others, or violates booking conditions or restrictions on the accommodation advertisement. If we believe this is likely or if any such behaviour occurs, the contract will end, you must leave immediately, no refund will be given, and you may be responsible for any costs incurred by us due to your behaviour. We will not have any further responsibility to you. You and your party agree:

• to keep the accommodation clean and tidy, and leave it in the same condition as you found it (if in our opinion, additional cleaning and/or repairs are required, you will be responsible for the cost);

• not to use the accommodation for any illegal or commercial purpose;

• not to sublet the accommodation or any part of it or otherwise allow anyone not in your party to stay;

• not to behave in an anti-social manner or act in a way which may disrupt or affect the enjoyment of others;

• to comply with any restrictions or requirements specified in the accommodation advertisement, such as regarding party composition; and

• that failure to comply with the above will result in your booking being cancelled and we will not have any legal or financial responsibility to you.

13.4. Damage: You are responsible for the actions and omissions of all guests staying at the accommodation during the booking and agree to pay us for all costs incurred as a result of any breakage or damage in or to the accommodation caused by you, your party or anyone you invite round. If you discover that anything is missing or damaged on arrival, please notify us immediately.

13.5. Maximum occupancy: You and your party agree to follow the maximum occupancy for overnight stays as stated on the website and to obtain Owner consent for any visitors or events (such as parties/celebrations or gatherings). You must tell us before booking if your group booking is a stag/hen party. We reserve the right to refuse these bookings. Failure to comply with these obligations could result in cancellation of your booking, refusal of entry to accommodation or repossession, with no refund payable to you and no responsibility on the part of us.

13.6. Smoking (including e-cigarettes): is prohibited in all accommodations and outside in public areas, including shared facilities.

13.7. Pets: dogs are not allowed. We can refuse to hand over the accommodation to you, or can repossess it, if you bring a pet with you when it is not allowed or where we believe an animal may be dangerous or may disrupt or affect the enjoyment of others, including any animals on site or close by. You are responsible for the supervision and behaviour of your pet at all times. Pets are not allowed in bedrooms or on beds and must not be left on their own in the accommodation or garden. If an accommodation offers a garden, this does not mean that it is suitable, secure or impenetrable to pets, you should check before booking if this is important to you. If you or any party member has a pet allergy, we cannot guarantee that pets have not stayed in your chosen accommodation. We do not accept any responsibility for any pet related health reactions.

13.8. Right of Entry: We, The Owner, or our representative, reserves the right to enter the accommodation i) without prior notice in special circumstances including emergency situations (for example if repairs need to be carried out) or if there is a breach, or suspected breach, of booking conditions or any other applicable terms; and ii) on reasonable prior notice to conduct inspections, including cases where you have reported issues with the accommodation. By agreeing to these terms, you consent to granting us or our representatives such access.

14. Complaints

14.1. Complaints about our booking process: You must tell us promptly (in writing) and before travelling about any complaints with our booking services. We cannot accept liability where complaints are not promptly reported, or for complaints for which we are not given the time to respond.

14.2. Limitation: We do not exclude or limit what we will be legally responsible for, including if death or personal injury is caused because of our, or our employees’, negligence, or for any criminal act we may commit. Neither can we be held responsible for i) noise or disturbance which comes from beyond the boundaries of the accommodation, or which is beyond our control, ii) the failure of public utilities such as water, gas and electricity; and iii) changes or closures to local services or attractions mentioned on our website. Even if everything goes wrong and you do not receive any benefit from the stay, and we are found to be wholly or partly responsible to you, we limit the maximum we will be liable to pay you to two times the rental cost of the accommodation.

14.3. Complaints about your accommodation: If you have a complaint about your accommodation or suffer an accident in it, you must: i) tell us promptly; ii) allow the us a chance to react/put right any issues before your departure; and iii) communicate with us directly about any follow up.

14.4. Formal complaints: If having followed the procedure in 14.3 you feel that a complaint has not been resolved to your satisfaction, please put your complaint in writing (with any photos). You must submit your complaint within 28 days of returning from your stay We do not accept formal. complaints or accident notifications by social media. Failing to follow the above complaints process may affect your entitlement to claim compensation (if appropriate).

14.5. Events beyond our control: Unless otherwise stated in these booking conditions, we are not responsible, nor will we compensate you, for events beyond our control which could not be avoided, despite reasonable measures. Examples are warfare, terrorism, civil strife, significant health risks (e.g. epidemics, pandemics), weather, natural disasters, government or authority actions, industrial disputes/strikes, failure of utility services, lock closures, fires, leaks, unavoidable transport issues and similar events.

15. Privacy

15.1. By submitting your personal information to us, you agree to our use of the information,

15.2. In the event of a dispute, we reserve the right to review any recorded calls between us.

16. Other terms

16.1. No representative, agent or salesperson has the authority to amend or waive any of these booking conditions. No amendment, variation, or waiver of any of these booking conditions will be valid or have any effect unless accepted by us in writing.

16.2. Any dispute, claim or other matter which may arise in relation to your booking will be governed by English law and you agree that any dispute will be dealt with exclusively by the courts of England.

16.3. If a court or regulatory agency with proper jurisdiction determines that a provision of these booking conditions or any contract to which they apply is invalid, void, or unenforceable, that provision will be interpreted in a way to reflect as closely as possible the original intentions of the parties. If any provision is found to be invalid, the rest of these booking conditions will remain effective to the fullest extent permissible by applicable law.