Booking Terms and Conditions

Booking Conditions

In these booking conditions when we refer to ‘we’, ‘us’ and ‘our’ we mean Gemma and Andrew Boak, hosts of the properties listed on our website

Please read these booking conditions carefully before you book with us, and all other information relevant to your booking.

All properties on our website are offered by us for the sole purpose of holiday lettings, unless expressly agreed otherwise in writing by us. Accordingly you agree that your booking is for the sole purpose of holiday accommodation and accept that you are not offered any rights to the property other than the right to occupy the property as holiday accommodation for the period of your booking. No booking of any kind is an ‘Assured Shorthold Tenancy’ or protected under the Protection from Eviction Act 1977, or any similar legislation that applies in Scotland and Northern Ireland.

Making your booking

All our properties are designed for couples and in most cases, a dog. You, as the person in charge of your group (“the group leader”), must be at least 18 years old at the time of booking and by accepting these conditions, you confirm that you are authorised to make the booking, and that all other members of your group agree that the booking will be governed by these booking conditions. 

As the group leader you are:

  • Responsible for making all payments due to us. 
  • Responsible for making other group members aware of and agree to comply with these booking conditions where applicable.

As long as the property is available and we have received all the relevant payments from you, we will give you written confirmation by email. This confirmation will show your booking details, the amount you have paid and the amount you still owe for the booking. Please note that it is your responsibility to check your emails regularly and to let us know about any change to your email address.

Your binding contract with us will begin when we issue you with the written confirmation so please check the details on your confirmation carefully. If anything is not correct, tell us immediately. 

If you pay a deposit into our bank account, it does not mean we have accepted a booking unless we have issued you with written confirmation. Please do not make any other travel arrangements (such as flights) until we have issued you with a written confirmation.

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 do not have any legal responsibility to you.

If we’ve chatted online, know that no booking is secure until you have paid the deposit, or the amount in full depending on the options discussed. If you do not send payment in the agreed timeframe, the calendar for that property will be opened back up for booking online.

The price that is quoted on our website ( is inclusive of card payment fees any taxes or government charges that apply to your holiday at the time of booking.

Payment Terms

If you choose to pay a deposit, then we must then receive the rest of the money owed no less than 3 weeks before the start of your stay. As our properties are in the U.K., we only accept bookings in pound sterling (£).

If you book less than 3 weeks before the start of your stay we must receive full payment of the total cost of your booking when you make the 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. In this case, your booking will be cancelled immediately. If we rely on this clause to assume that you want to cancel your booking on your 3 week balance due date or if you cancel your booking prior to the 3 week balance due date, we will waive your liability for the remainder of the balance and no further amount will be collected from you.

There is no charge for debit or credit card payments. If your bank refuses to make your payment for any reason, we are entitled to make an administration charge of £35.

Our Cancellation Policy 

If you change or cancel your booking

a) Changes

If you want to change any detail of your confirmed booking, we will do our best to make the changes. We must receive your notice in writing. You can drop Gemma an email:

ii) Moving your booking. We are happy to make the first change for free if your booking is 7+ days in advance of arrival. For any subsequent changes you will be asked to pay us an administration charge of £35 for each change.

We are unable to move a booking 1-7 days before check in. We strongly advise having holiday insurance in place to cover the unpredictability of life. Our cancellation policy as set out below gives a partial refund with the intention that this covers (or at least contributes) to any excess fee on your holiday insurance policy. We are not liable for any fee on your holiday insurance policy.

 b) Full Cancellations

If you have to, or want to, cancel your booking after it has been confirmed, you must contact us as soon as possible via email (, text or Whatsapp (07966 842 879). The day we receive your notice to cancel is the date on which we will cancel your booking.

You will have to pay a cancellation charge based on the number of days before the arrival date at the property that we receive notice, as shown in the following table. These cancellation charges below have been calculated as a genuine pre-estimate of the losses we would incur in the event you cancelled your holiday within the stipulated time period.

Number of days before the start of your trip that we receive your notice to cancelCancellation charge 
More than 7 Days20% of amount paid (the deposit)
1-7 days80% of amount paid
During your stay, incl. day of arrival.100% of amount paid

Note: Cancellation by You due to Unavoidable & Extraordinary Circumstances. You have the right to cancel your confirmed holiday before departure without paying a cancellation charge in the event of unavoidable and extraordinary circumstances occurring at your holiday destination or its immediate vicinity and significantly affecting the performance of the holiday. For the purposes of this clause, “unavoidable and extraordinary circumstances” means warfare, acts of terrorism, significant risks to human health such as the outbreak of serious disease at the travel destination or natural disasters such as floods, earthquakes or weather conditions which make it impossible to travel safely to the travel destination.

c) Cutting short your stay 

No refunds are payable in the event that you cut short your stay.

d) Cancellations due to government public health measures

 If you have to cancel your booking because UK government public health measures mean it is unlawful to travel to or to make use of the accommodation you booked, we’ll give you a full refund, alternatively you can move your booking to another date at no extra charge.

Cancellations by us

If we cancel your booking or are prevented from providing the accommodation you have booked, you may choose to:

  • Accept alternative accommodation – you will have to pay any difference in price if the cost of the new accommodation is higher or be reimbursed the difference if the cost of the new accommodation is lower;
  • Request a voucher with a redemption value equal to the amount previously paid by you for the booking – the voucher terms and conditions will be available before you make your choice under this clause; or
  • Obtain a refund of the amount already paid by you for the booking.

We will contact you to inform you of these options.

You must notify us of your choice within 7 days of our offer. If we do not hear from you within 7 days, we will contact you again to request notification of your choice. If you fail to respond again within the time period stipulated within our notice, we reserve the right to assume you accept the changed or alternative arrangements. The options shown above are not available if any change is a minor one or if the change or cancellation by us arises out of alterations to the confirmed booking which you have asked for or your failure to pay the balance of your booking cost by the due date notified to you. We are sorry that we cannot meet any expenses or losses you may suffer as a result of inconvenience suffered.

We also have the right to cancel a booking where there are reasonable grounds to believe that (i) it is not legitimate (ii) you are likely to breach any of our booking conditions (iii) information supplied by you in relation to your booking is incorrect (iv) you have behaved in a vexatious, abusive or unlawful manner to owners, suppliers or to our staff. 

In the unlikely circumstance we cancel your booking, we will tell you in writing and we will not have any legal responsibility to you.


We keep our prices under constant review. We will confirm the price of your booking when you make it. As changes and mistakes can happen, you must check the price and all other details of your chosen arrangements at the time of booking.

All accommodation prices are for the property as a whole and are not on a per person basis.

Website details

We aim to make sure that information is presented accurately on our website, and other promotional literature or material we produce and provide. It is intended to present a general idea of the arrangements. Not all details of the relevant facilities can be included on our website. Furthermore, there may be small differences between the actual property/arrangements and its description because we are constantly updating features based on feedback (or when we find something beautiful in an antique store for example). 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 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/arrangements or its facilities and services, unless this was caused by our negligence.

Where Wi-Fi is an advertised facility, please note that its provision is subject to availability and network conditions. 

Our legal responsibilities to you

If you have any complaints about any services we provide, you must let us know immediately in writing. Unfortunately, we cannot accept any legal responsibility if you do not let us know. If we are found to be at fault in relation to any service we provide, we will not pay more than the total booking fee we have earned for the booking.

We cannot be held responsible for noise or disturbance which comes from beyond the boundaries of the property or which is beyond our control. If we know about a problem before you arrive, we will contact you to let you know.

We cannot be held responsible for the breakdown of mechanical equipment such as pumps, boilers, nor for the failure of public utilities such as water, gas and electricity.

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.

Your stay at the property

Our house rules unless agreed otherwise in writing include:

Arrival and departure- You can arrive at your property at any time after 3pm on the start date of your rental period. You must aim to leave by 10am on the last day.

Behaviour – 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;
  • to behave in a way at all times while at the property which does not break any law;
  • not to use the property for any illegal or commercial purpose;
  • not to sublet the property or any part thereof or otherwise allow anyone to stay in it who we have not previously accepted on behalf of the owner as a member of your party;
  • Not to behave in anti-social manner, breach the peace or otherwise act in a way which may disrupt or affect the enjoyment of others.

Maximum occupancy – You must not allow more than the agreed number of adults to stay overnight in the property. You cannot significantly change the number of adults during your stay, and children below the age of 12 are not permitted onsite. 

Note: Children under the age of 16 are not peritted in the hot tub where one is available. Non-swimmers are not permitted on the lakeside where applicable. You accept that it is your responsibility as the group leader to ascertain the age and swim ability of any guests you bring onsite.

You may invite over another couple for drinks and food, but must not hold events (such as parties, celebrations or meetings) at the property without the advance consent of the owner. 

If you do any of these things, the owner can refuse to hand over the property to you, or can repossess it. If we need to do this, we will treat this as you cancelling the booking. In these situations you will not receive a refund of any money you have paid for your 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.) We are not under any obligation to find any alternative accommodation for you.

Pets – When pets are allowed, it will be stated clearly on the website. If you take a pet with you, it is not allowed upstairs, or in any shared facilities, such as hot tubs or baths. You must not leave any pets unattended in the property. Registered assistance dogs are allowed even if the property description says that pets are not allowed, but please contact us before making your booking. 

If you or any member of the party has a pet allergy, we cannot guarantee that dogs, or other pets, have not stayed in your chosen property, even if the website states the property does not allow pets, nor can we accept any responsibility for any subsequent health reaction. It is your responsibility to make specific enquiries before booking as we may visit properties with friends and their pets. 

No Smoking – there is no smoking inside any of our properties. You may smoke outside but do not leave any cigarette butts on the ground.


You are responsible for and agree to reimburse to the owner all costs incurred by the owner as a result of any breakage or damage in or to the property which is caused by you or any members of your party or any other persons invited into the property by you. We can ask for an extra payment from you to cover any such costs.

We expect the accommodation to be left in a reasonable state on departure. If we believe additional cleaning is required, you will be liable for the cost of this cleaning.

Right of Entry

We are allowed to enter the property (without letting you know first if this is not practical or possible) if special circumstances or emergencies happen (for example if repairs need to be carried out) or if you break any of these booking conditions, our own terms and conditions or any other terms that apply to your booking and/or the property. Ourselves, or our representative is allowed to enter the property to inspect it (including but not limited to where you have complained about the property). If this happens, you will be given reasonable notice first.

You agree to allow the owner or their representative (including workmen) access to the property as required by this clause.

Unreasonable behaviour

The owners of all properties can refuse to hand over their property if the unreasonable behaviour of anyone in your party is likely to cause offence to other guests, to members of staff or to neighbours, or if we have reasonable cause to believe you or any member of your party will cause damage or loss to the property, its services or facilities. If this happens, the contract between you and the owner will end and you will not receive any refund and we will not have any further responsibility to you.

We can end a stay after the keys have been handed over, if the unreasonable behaviour of anyone in your party (including anyone invited into the property by you) is likely to spoil the enjoyment, comfort or health of other guests, residents, neighbours or members of staff or where you or any member of your party (or anyone invited into the property by you) has broken or is likely to break any of these booking conditions, or any other terms and conditions applicable to the property which you have been told about. If this happens, you will have to leave the property immediately and no refund will be given. You may also be responsible for any costs we incur as a result of your behaviour.

Special requests

If you have any special requests, you must let us know when you make a booking and confirm them in writing. Although we will do our best, we cannot guarantee that any request will be met, it will not mean we have broken your contract.


If you want to complain, we 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’re 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.

Governing law and jurisdiction

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 and Wales.

Communicating with you

Please see our Privacy Notice which explains how we will process your personal data.

Additional notes: 

In any or all claims we will not be legally responsible if the alleged loss, injury or damage results from any of the following:

  • The fault of the person affected or any members of their party;
  • The fault of someone not connected with providing your holiday which we could not have predicted or avoided;
  • Unavoidable and extraordinary circumstances, meaning any event beyond our control, the consequences of which could not have been avoided even if all reasonable measures had been taken.