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1.1 SHE Group Holiday Management Ltd T/A Unique Norfolk Cottages is incorporated in England whose registered office is at XXXX.
1.2 Customers renting property through Unique Norfolk Cottages are referred to as “the Guest”
1.3 Unique Norfolk Cottages does not hold any propriety interest in the properties but merely acts as agent for the owners of the property (hereafter referred to as “the Owner”). The rental arrangements are made by Unique Norfolk Cottages on behalf of the Owners and the contractual relationship is directly between the Owners of the property and the Guest.
2.1 Rentals are for a maximum of 4 weeks and commence at 4pm on the first day of the rental and end at 10am on the day of departure unless otherwise notified. Failure to do so may incur additional charges at our discretion, unless a time is agreed and confirmed in writing by Unique Norfolk Cottages. This period hereafter is referred to as “the Holiday”
2.2 The period booked will be stated on the confirmation sent by email to the Guest when they book (the “Booking Confirmation”). The period booked cannot be exceeded unless Unique Norfolk Cottages gives written approval. The Guest will be liable for any cost, of whatever nature, incurred because of an unauthorised extension.
2.3 Bookings will not be accepted from persons under the age of 18 years, and we reserve the right to refuse any booking at our own discretion. Bookings are non-transferable to third parties.
3.1 If a booking is made eight weeks or more before the Holiday is due to start, a non-refundable deposit of 30% of the rent is payable (minimum of £50).
3.2 If a booking is made less than eight weeks before the Holiday is due to start, the full rent, plus any additional charges, including the Security Deposit, must be paid at the time of booking,
3.3 Should Unique Norfolk Cottages not accept or reject a booking request, all sums of money paid by the Guest in relation to the Holiday will be refunded immediately.
3.4 All bookings are subject to a £25.00 booking fee
4.1 Unless otherwise agreed by Unique Norfolk Cottages in writing (and subject to clause 7 below) the price for the Holiday shall be the rent for the property as set out on the Unique Norfolk Venues at the time of booking.
4.2 Subject to the Cancellation provision in Clause 5 below, as soon as the booking is received and accepted by Unique Norfolk Cottages and the Guests are in receipt of the Booking Confirmation, the guest is liable for payment of the balance of the rent, along with any additional charges that may be due in relation to the holiday.
4.3 Payment of the rent and additional charges are payable to Unique Norfolk Cottages eight weeks before the start of the Holiday (“the Due Date”), Holiday (“the Due Date”). Non-payment by the Due Date may, at the sole discretion of Unique Norfolk Cottages, be treated as notice of cancellation.
4.4 If payment is not received by the Due Date and in accordance with clause 4.3 above, Unique Norfolk Cottages have treated the non-payment as a cancellation of the Holiday, the Guest will lose their booking and the deposit shall be non-refundable.
4.5 Unique Norfolk Cottages shall not be responsible for sending reminders of the Due Date.
4.6 The dates of the Holiday may be changed providing the property is available for the new dates and the Owners accept the change. In this case, a £25 re-booking fee is payable to Unique Norfolk Cottages.
5.1 Once a booking has been confirmed by Unique Norfolk Cottages the booking can only be changed or cancelled with the written agreement of Unique Norfolk Cottages.
5.2 If as a Guest you wish to cancel the booking, you as the Guest must notify Unique Norfolk Cottages in writing (the “Cancellation Notice”).
5.3 A booking can only be cancelled prior to the start of a letting.
5.4 In the event that a cancellation is made then a cancellation charge is payable depending on the number of days before the Holiday start date that Unique Norfolk Cottages have received the Cancellation Notice.
i) More than 8 weeks prior to the start of the holiday – Non-Refundable deposit retained
ii) Less than 8 weeks prior to the start of the holiday – Full balance retained
5.5 In the event of Unique Norfolk Cottage receiving a Cancellation Notice it will re-market the property for the cancelled holidays date. In the event of the property reselling for the full price, Unique Norfolk Cottages will return the deposit or full balance minus a £25 cancellation administration fee. If the property resells for a lesser price, the Guest will be refunded the lesser price minus the £25 administration fee. Guests will receive any refund due, once their original booking date has passed.
5.6 Guest are required to take out cancellation and holiday insurance.
6.1 For all our properties you will be required to pay a refundable Security Deposit of £500 to cover accidental damage, loss or loss of rental because of the conduct of the guest or members of the guest’s party, dog or any other person authorised to enter the property at the guest’s invitation or authority. Guests are liable for loss and damage caused to the owners’ property and contents to the full value of the owners’ loss even though the value of the loss exceeds the damage deposit.
6.2 At Unique Norfolk Cottages we do our utmost to acknowledge all damage to our properties, however, please be aware that any damage found on your arrival must be reported to the Office at your earliest convenience. If damage is present after your departure that has not been reported, you will be liable for this. We completely appreciate that accidents can happen, however we would be grateful if we are always made aware.
6.3 Please note this payment is returned within 5 working days of your departure subject to no damages being reported.
Unique Norfolk Cottages reserves the right to amend prices at any time. Prices can and do vary depending on many factors including the time of booking. Only prices stated on your Booking Confirmation are binding. We occasionally reduce or increase our rates, publish special offers and discounts; these cannot be applied retrospectively after the Booking confirmation has been issued by Unique Norfolk Cottages.
All Prices are quoted inclusive of VAT.
Payments may be made by electronic bank transfer, debit card or credit card.
9.1 To pay for any losses or damages to the property and contents caused by The Guest or a member of their party (reasonable wear and tear excluded) and inform Unique Norfolk Cottages immediately so items can be replaced or repaired prior to the arrival of future Guests.
9.2 To take good care of the property and leave it in a clean and tidy condition at the end of the Holiday, with exception of linen to be laundered. A cleaning service is not provided during the holiday unless otherwise specified. Should the Owner or Unique Norfolk Cottages be dissatisfied with the condition of the property upon the guests’ departure, the additional cleaning will be charged at £25 per hour and will be claimed from the Security Deposit.
9.3 On departure all windows and doors must be checked and securely locked. Keys must be returned to the key safe and the key safe locked properly. In the event that the keys are not returned, then a charge will be incurred by you, the Guest to cover locksmith costs to change locks and replace keys.
9.4 To permit the Owners and Unique Norfolk Cottages reasonable access to the property.
9.5 Not to part with possession of the property, or share it, except with members of the party shown on the Booking Form. All Guests at the property must be notified to Unique Norfolk Cottages at the time of booking.
9.6 Not to sell or transfer the booking to another party without Unique Norfolk Cottages agreement.
9.7 The number of persons occupying the property must not exceed the maximum stipulated in the advertised details. A cot may only be occupied by a child aged 24 months or less.
9.8 The property should only be used for personal and domestic purposes only. Should the Guest wish to hold a function or celebration exceeding the advertised limit of persons prior written agreement should be requested.
9.9 Not to cause an annoyance or become a nuisance to occupants of adjoining or neighbouring premises.
9.10 Smoking is not permitted in any part of the property at any time.
9.11 The use of candles in the property is strictly prohibited.
9.12 The use of fireworks at the property is strictly prohibited.
9.13 Ensure that you, the guest, read and adhere to the fire safety information in the property house book upon your arrival.
9.14 Children must be supervised at all times. It is the parents/guardian’s responsibility to be vigilant and ensure that children do not place themselves in any situation whereby they can injure themselves. Unique Norfolk Cottages cannot be held liable for any injuries sustained due to parents/guardians failing to supervise children appropriately. Some properties are surrounded by Farmland and livestock, all wildlife in the surrounding area should be treated with respect and care.
9.15 Must not charge an electric vehicle from your accommodation if you do so you will be charged £100 per day. A number of our properties do have specific EV charging points which are available for Guest use.
10.1 Unique Norfolk Cottages will not be liable for any act, neglect or default on the part of the Owners or any other person not within their employ or otherwise under their control, nor for any accident, damage, loss, injury, expense or inconvenience, whether to person or property, which the Guest or any other person may suffer or incur arising out of, or in any way connected with, the rental unless Unique Norfolk Cottages is responsible. In addition, the Owners and Unique Norfolk Cottages accept no liability for loss of, or damage to the Guest’s possessions on the Owners property or land.
10.2 Unique Norfolk Cottages will not be responsible for any failure to perform our obligations under these terms and conditions that are caused by an event outside of our control. An event outside of our control means any act or event that is beyond our reasonable control, including without limitation severe weather event, drought, fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster, strikes or industrial action by third parties, terrorist attack or threat of terrorist attached, war or threat of war, civil commotion, riot, invasion, or failure of public or private telecommunications networks. In the event that you wish to change your holiday arrangements due to these circumstances we do not make refunds or guarantee transfers but will assist with documentation for processing your claim with your chosen insurance provider.
10.2 Nothing in these clauses excludes or limits the liability of Unique Norfolk Cottages or the Owners: For death or personal injury caused by Unique Norfolk Cottages or the Owners negligence. For any matter which it would be illegal for Unique Norfolk Cottages or the Owners to excluded or attempt to exclude their liability.
If the Guest, or any members of your party leave any personal belongings behind at the property after departure, the Guest will be charged the cost of postage and packaging and an admin fee of £25 to have them returned. Any items found by the servicing company responsible for the property will be disposed of within 30 days if not claimed. All perishable foods will automatically be disposed of at the time of the changeover.
12.1 Pets are only permitted with the prior written consent of and the Owners and where pets are permitted at certain properties: they are to be kept under control and exercised off the premises.
12.2 Pets are not permitted in the bedrooms or on the furniture and neither Unique Norfolk Cottages nor the Owners can accept responsibility for their safety. Pets must not be left in the property unsupervised as this can result in considerable damage to the property and distress to the pet. An additional housekeeping charge typically of £25 or £50 (dependant upon the property) per week or short break will be made for each pet.
12.3 Where a property does not accept pets, Unique Norfolk Cottages or the Owners cannot guarantee that there have been no pets previously kept at the property.
12.4 Any fouling of lawns, paths or outside surfaces shall be cleared up without delay, by the Guest. Failure to do this will result in additional charges being made which will not be deducted from the Security Deposit.
12.5 Please do not take pets to properties where Unique Norfolk Cottages and the Owners have stated that pets are not permitted.
If for any reason beyond the Owners control the property is not available on the date booked (owing, for example, to flood damage) all rent, and charges paid in advance by the guest will be refunded. Please note that refunds may take up to 30 days to be processed.
We do accept group bookings; however, these must be disclosed at the time of booking, and we reserve the right to increase the security deposit paid prior to arrival. We reserve the right at all times, to refuse a booking at our own discretion and without justification.
With any multiple property bookings if two or more property items are moved between properties and not returned to the relevant property at the end of the Guest stay then additional cleaning costs will be charged.
The Guest has the right to occupy the property for a holiday only (within the meaning of schedule 1, paragraph 9 of the Housing Act 1988). The letting does not confer a short hold tenancy or give rise to a relationship of Landlord and Tenant.
16.1 All complaints must be notified to Unique Norfolk Cottages as soon as reasonably practicable, as Unique Norfolk Cottages may be required to carry out an on-the-spot investigation and if necessary, request the Owner to take remedial action. Guests have a legal obligation to mitigate their loss.
16.2 If Unique Norfolk Cottages or the Owners are denied the opportunity of investigating the complaint within a reasonable time or denied the opportunity to put matters right during the Holiday, then the Guest will waive all rights. All complaints relating to the cleanliness of the property should be reported within two hours of entry to the property.
17.1 If there is a breach of any of these clauses by the Guest or any of their party, the Owners or Unique Norfolk Cottages reserve the right to re-enter the property and end the Holiday and ask the Guest and their party to leave.
17.2 If there is a breach of any of these conditions by Unique Norfolk Cottages or the Owners, then the Guests have the right to end the Holiday and leave.
17.3 Ending the Holiday by Unique Norfolk Cottages, the Owner or the Guest does not affect that party’s other rights and remedies.
18.1 Unique Norfolk Cottages does not warrant and is not responsible for the accuracy of any verbal information given or statements made by its employees or agents.
19.1 In making a booking we will ask for personal information such as your name, postal address, email address, telephone number and payment details. We may use the data to inform you about news and information we think may be of interest to you. We will not pass your information onto any third parties for the purposes of administration. By booking with us you are deemed to have consented to the use of personal information for this purpose.
19.2 Unique Norfolk Cottages is committed to protecting your privacy. We will only use the information that we collect about you lawfully, in accordance with the Data Protection Act 1998.
Unique Norfolk Cottages, the Owner and the Guest, agree that the law applying to this Contract will be English law and that we agree that the jurisdiction of the English Courts shall apply in any dispute or claim arising out of this agreement.
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