Terms of service.
Updated 17 June 2023
When booking with Wagtail Retreat and or signing a contract you are expected to have read in full and accepted the following Terms and Conditions:
Any enquiries can be made via the website or email directly to hello@wagtailretreat.co.uk or by calling +44 (0) 7961 977 640
ID must be given before check in in the form of a valid passport or a current driving licence.
BOOKING & PAYMENT
Full payment is due in advance of your stay with us, this will be taken on the day of booking. Credit card details will be held on file to cover any damages or other costs. Upon receipt of payment we will send you confirmation of your booking via email. You may extend your stay at any time, subject to availability. No extra fees are charged for last minute bookings.
Payment must be made in full, in advance by bank transfer or credit/debit card. All prices quoted are in UK Pounds Sterling and are correct at the time of publication. Payment must be made in UK Pounds Sterling. Bookings using a credit/debit card must be made by, or with the consent of the cardholder. Guests must be over 21 years old to make a booking with Wagtail Retreat Ltd.
SECURITY DEPOSIT
We reserve the right to take a holding deposit of £100 for any booking, this decision is made at our discretion.
Deposits are taken by way of a credit/debit card and are refunded once all keys are returned and the Huts are checked for damage.
CANCELLATION POLICY
All bookings are non refundable if cancelled within 30 days of the start of the booking. No refunds will be made for non-arrivals.
Depending on the reasons for your cancellation, you may be able to reclaim cancellation charges from your insurance company if you have taken out travel insurance. We strongly recommend that clients purchase adequate travel insurance. Regrettably, for the reasons given above, we have to treat any curtailment of your stay as a cancellation.
IF WE CANCEL YOUR BOOKING
In exceptional circumstances, it may be necessary for us (Wagtail Retreat Ltd) to cancel a booking, in the event of this we shall make all reasonable efforts to offer a suitable alternative, if we cannot offer alternative accommodation we will provide a full refund for the dates we cannot accommodate.
AMENDMENTS TO BOOKINGS
IF THE GUEST AMENDS A BOOKING
If a guest wishes to amend a booking (dates of stay, accommodation required, check in/out time), we will make all reasonable efforts to comply with the request(s) however the guest will be charged for any additional charges incurred. If the guest makes amendments to the booking once the stay has commenced we may not be able to comply with the request(s). If on any occasion the guest vacates the hut early and wishes to terminate the remainder of their stay, this must be confirmed in writing and the keys be returned on the new agreed check-out date. – We accept no liability for loss, damage or expense and cannot guarantee reimbursement of any costs incurred. Similarly in the event of keys not being placed back in the lock box upon check-out, we reserve the right to charge guests for lock replacement, key replacement.
IF WE AMEND A BOOKING
Wagtail Retreat Ltd reserves the right to make any changes or amendments to any booking at any time. If it is necessary to amend a booking, we will make every effort to allocate a similar hut, this may however not always be possible and another alternative may be offered. We are not obliged to provide any reimbursement or compensation.
FACILITIES & SERVICES
Note: No items are to be removed from any of the huts or dismantled in any way. Furniture is not to be moved within each hut.
SERVICES
We cannot be held responsible for failure or interruption of services within or outside of the site or huts– this includes utilities, appliances and communications (includes but is not limited to Wi-Fi, Electricity, Water, and Heating). We cannot be held responsible for inconveniences such as noise, access or supply of services caused by engineering or repair works within or in another part of the property.
If there is an interruption to any services, once we receive notification, we will use all reasonable efforts to rectify the issue within a reasonable period of time.
We reserve the right to add or remove any of its services without prior notice.
We endeavour to have each individual hut cleaned and ready for new guests by the check in time, however on rare occasions and in the event of staff shortage there may be a delay in cleaning. In the event of this, guests will be given access to the hut from the check in time and the accommodation will be cleaned as soon as possible. No compensation will be given for this.
BROADBAND
Wireless broadband via newly installed Starlink (Wi-Fi) is available in all huts each with their own set passwords and is provided free of charge. We cannot guarantee connectivity at any given time; however we endeavour to maintain the hardware and connection within all huts. If there is a fault with the hardware provided (wireless router) we will give support and maintenance. If the fault is deemed to be with the guests hardware/devices, support will not be available.
EXTRA LINEN
Extra bed linen can be provided at a cost of £25.00 per set (a set consists of 4 pillow cases, 1 duvet cover, 1 flat/fitted sheet). Extra towels can be provided at a cost of £15.00 per set (a set consists of 2 bath towels & 2 hand towels). Extra linen must be ordered within office hours (9am-6pm Monday-Friday) and can only be delivered within these hours.
LUGGAGE & POST
We do not provide any storage facilities for luggage or personal belongings, including post or packages. We cannot under any circumstances accept any of these items.
NUMBER OF OCCUPANTS
The number of persons permitted to occupy each of our huts is limited to the number of beds (ie a 1 bed sleeps two) The huts cannot be re-let/sublet to any other group/party . Under no circumstances may more than two people occupy each of the huts at one time. We reserve the right to refuse admittance or terminate the stay in the apartment to the hirer and their party if they are in breach of this condition.
WILD SWIMMING
We offer wild swimming, guests can swim between 6-9am every day. Anyone found not to adhere to these rules will be asked to leave. Wagtail Retreat reserve the right to terminate the remainder of the stay.
We have restricted swimming times to protect our local wildlife, who have been using the lake for many years and whom we want to welcome for many years to come.
Please note the lake is not deep so diving is not permitted.
We do not offer any lifeguard attendance, therefore all swimmers do so at their own risk.
We want as many of you as possible to enjoy our beautiful lake, but anyone who is intending to have a dip must sign a swimming declaration form and give it to Wagtail Retreat Ltd
There is a copy of the swimming form in the welcome pack folder for each guest to sign.
CHECK IN, CHECK OUT & RETURN OF KEYS
Check in is from 3.00pm. Checkout is by 10.00am.
All guests should please,
- wash the dishes, leaving the kitchen and bathroom clean and tidy.
- strip the bed and pop all bedding and towels in the laundry bag provided.
- put the rubbish out in the communal bins in the car park.
- ensure all windows are closed and the stove and fire pit are all extinguished.
IN THE EVENT OF KEYS NOT BEING PLACED BACK IN THE LOCK BOX, WE RESERVE THE RIGHT TO CHARGE GUESTS FOR LOCK REPLACEMENT, KEY REPLACEMENT,– £150 and a further £50 for the second set of keys
If there is a delay in departing, Wagtail Retreat Ltd reserves the right to charge for an additional night’s stay for every day the keys are not returned.
In the event of a late check-out or refusal to vacate a hut by the booked check-out time, we reserve the right to remove all persons and property from the hut. Any items left in any huts past the agreed departure time are left at the owners risk – we accept no responsibility for these items and reserve the right to remove and store them.
Lost property is kept in storage for no longer than 30 days and safekeeping is not guaranteed. Lost property can be posted back to you at your own cost with prior agreement and Wagtail Retreat Ltd will not accept any liability for any items that go missing.
All guests are given one or two sets of keys depending on the number of keys requested.
DAMAGES TO PROPERTY & PAYMENT OF ADDITIONAL CHARGES
Valid credit/debit card details must be supplied at the time of booking, in the event of damages to the property these card details will be used to charge the appropriate amount. We reserve the right to deduct from the relevant credit/debit card, without prior notice, all amounts chargeable under these conditions.
The huts should be left in a reasonable state on departure, if (at our absolute discretion) we consider additional specialist cleaning is required (for example upholstery cleaning to remove a stain), or an excessive amount of time to return a property to its previous state (eg dog marks and damage) we will charge an additional fee of £150.00.
Absolutely no smoking or vaping is permitted on the property and we reserve the right to charge a penalty of up to £500 for any evidence of this in and around the properties.
DAMAGES
Damages to the huts or contents must be paid in full by you. In the event of any breakages or damage discovered whilst your stay or after you vacate, we will notify you by e-mail or telephone immediately or within 10 days of your departure, providing a detailed breakdown of the damage and where possible a cost of rectification. Where possible, photographic evidence will also be supplied. It is your responsibility to check all items and that there is no damage to these items. Condition reports can also be provided at the beginning and at the end of the accommodation period if requested. Nothing in these terms and conditions limits or excludes our liability for death or personal injury resulting from our negligence or for any damage or liability incurred by you as a result of fraud or fraudulent misrepresentation by us or any liability that cannot by law be excluded.
Subject to the above, we shall not be liable for any loss of profits, loss of business, depletion of goodwill and/or similar losses, loss of anticipated savings, loss of goods, loss of contract, loss of use, loss of corruption of data or information, or any special, indirect, consequential or pure economic loss, costs, damages, charges or expenses.
If you are booking for, as or on behalf of a business or business employee, that business shall indemnify us against all liabilities, costs, expenses, damages and losses (including any direct or indirect consequential losses, loss of profit, loss of reputation and all interest, penalties and legal and other reasonable professional costs and expenses) suffered or incurred by us arising out of or in connection with your, or your businesses, breach or negligent performance or non-performance of these terms and conditions. If you are booking for, as or on behalf of a business or business employee, our total liability in contract, tort(including negligence or breach of statutory duty), misrepresentation, restitution or otherwise arising in connection with the performance or contemplated performance of your booking shall be limited to the fees paid to us under your booking. We shall not be liable for any failure or delay in performance of our obligations which results directly or indirectly from any cause or circumstance which is beyond our reasonable control, including (but not exclusively) act of God, outbreak of hostilities, riot, civil disturbance, acts of terrorism, revolution, the act of any government or authority (including but not limited to refusal or revocation of any licence or consent),fire, flood, lightning, explosion, fog or bad weather, interruption or failure of a utility service (including but not limited to electricity, gas, water or telecommunications), renovations undertaken at the property, strikes, lockouts or boycotts, embargo, blockade.
Other than in relation to death or personal injury caused by our negligence, or any other liability that by law cannot be excluded or restricted, our liability to you in relation to these conditions is limited to the higher of (i) GBP £1,000; and (ii) the value of the booking made with us.
CAR PARKING
Wagtail Retreat offers free off road parking, the spaces will be available from 3pm onwards and must be vacated by 10 am on the day of departure.
We will not be liable for the theft of or damage to your vehicle or its contents.
Within 14 days of any deduction of any additional charges from a debit / credit card, we will provide you by e-mail or otherwise with a breakdown of the additional charges. In relation to any additional charges. The hirer is responsible for taking all reasonable care of the property and its contents. The property and all equipment, utensils, furniture etc. must be left clean and tidy at the end of the hire period, except in the case of normal wear and tear. The hirer will be responsible for making good any damage to the hut or its contents which has occurred due to negligence, wilful damage or irresponsible behaviour on the part of those occupying the hut. Such damage must be reported, without delay, to us. The cost of the repair or replacement must be paid to Wagtail Retreat Ltd. Should a hut require a deep clean due to misuse or smoking then an additional charge of up to £250.00 will be incurred by the guest. The hirer responsible for booking undertakes that no person will suffer anything to be done which would endanger the policy of our insurers in respect of the apartment and its contents which might make the same void or avoidable.
FIRE PIT/LOG BURNER
Each evening please insure that the firepit has been extinguished with the provided watering can and the log burner is secured safely closed
When the wood burner is lit, use the fire guard. Make sure the fire is extinguished before going to bed or leaving the property. To maintain the efficient operation of the wood burner and flue pipe, please only use the seasoned wood provided by us, do not burn any other materials. Neve leave the fire unattended. The use of candles inside or outside the huts is strictly prohibited. Turn off all electrical appliances before going to bed and close all doors.
LIABILITY
We cannot be held responsible for any theft and/or damage of your personal belongings during your stay in any of the huts. Therefore you are advised to ensure you have appropriate insurances in place.
All warranties, conditions and other terms implied by statute or common law or otherwise are, to the fullest extent permitted by law, excluded from any contract with us and these conditions shall apply in their place.
We regret that we cannot accept liability for any loss, damage or additional expense where the booking needs to be altered or cancelled or we are unable to perform our contractual obligations.
As a result of events of ‘force majeure’. In these booking conditions ‘force majeure’ means any event which could not have been reasonably foreseen, or the consequences could not have been reasonably avoided, by us or the suppliers of the relevant services in question, even with the exercise of all due care. Such events may include war or threat of war, civil strife, terrorist activity, industrial dispute, natural or man-made disaster, fire, adverse weather conditions, and all similar events outside our or the relevant suppliers’ control. Nothing in these terms and conditions shall affect your statutory rights if you are a consumer.
LAW & JURISDICTION
These conditions and terms of contract and all matters arising there from are subject to the law of England and Wales and in the event of dispute; the client will be subject to the exclusive jurisdiction of the courts of England and Wales.
TERMINATION BY YOUR PROPERTY
Wagtail Retreat Ltd has the right to terminate a booking at any time on the grounds of partying, playing loud music, general nuisance behaviour, abusive behaviour whether verbal or physical to staff or other guests, mistreatment of the huts, non payment or criminal activity on the part of those occupying the huts. In such circumstances, Wagtail Retreat Ltd is not obliged to provide or locate alternative accommodation. The period of notice is at the discretion of Wagtail Retreat Ltd.
INJURY OR LOSS
Wagtail Retreat Ltd cannot be held responsible for any personal injury to any guests while staying in one of our huts. Nor can we be held responsible for loss or damage to personal effects howsoever arising at the accommodation. Neither we, nor our representatives, can be held responsible for any circumstances beyond our control including, but not limited to, mechanical breakdown, illness or failure of any public service supply.
RIGHTS OF ACCESS
Representatives of Wagtail Retreat Ltd or their subcontractors have the right of access to the property at any time, with due regard to the convenience of the hirer, for the purpose of inspection of the property and to carry out any essential repair or maintenance work.
PETS
Pets are permitted at Wagtail Retreat Ltd by prior arrangement. All properties can take two dogs. The client is liable for any infringement of this rule. Wagtail Retreat Ltd has the right to terminate your stay, if they deem such behaviour has occurred. A surcharge of £250 will be made if evidence of unannounced pets is discovered in any of the huts.
SMOKING/VAPING
Smoking or Vaping is not permitted in and around the huts or in the communal areas. We want to protect the countryside around us. A surcharge of £250 will be made if evidence of smoking is discovered in the huts or surrounding area, or on the terraces.
COMPLAINTS
We do not expect and certainly do not want dissatisfied customers, but in the event that you are not entirely satisfied with the service offered, you should notify any complaint to our office within 24 hours of arrival at the property to Wagtail Retreat Ltd by email to hello@wagtailretreat.co.uk. Or call us on +44 (0) 7961 977 640. We will take all reasonable steps to settle the problem. Wagtail Retreat Ltd shall not have any liability for any complaint submitted after the completion of the rental period.
INFORMATION
All information supplied by Wagtail Retreat Ltd is given in good faith and is based on information available at the time. All reasonable measures have been taken to ensure the accuracy of any statement made either in writing or otherwise, but Wagtail Retreat Ltd is not liable for any variation however caused. Wagtail Retreat Ltd have the right to add or remove any of its services or facilities without prior notice.
INTEREST
Interest on overdue invoices shall accrue from the date when payment becomes due, From day to day, until the date of payment, at a rate of 4% above Lloyds Bank base rate in force at the time and shall accrue at such a rate after, as well as before any judgement.
SECURITY OF TENURE
All the properties are occupied as short stay accommodation and on this basis no rights of tenancy are created, they are exempt from security of tenure under the Rent Act. Wagtail Retreat Ltd reserves the right to access the huts and or terminate your stay at any time without prior notice if it deems necessary.
USAGE & NUISANCE BEHAVIOUR
The huts cannot under any circumstances be used for partying, playing loud music or general nuisance behaviour. Guests must have regard for other occupants in the building. Wagtail Retreat Ltd reserve the right to terminate your stay if they deem such behaviour has occurred. In the event of such a breach, no refund will be made, if such behaviour is deemed to have occurred an additional fee of £250 will be charged. An additional fee of £150 will be charged for any extra cleaning to the huts. The number of people permitted to occupy each apartment is limited to 2 .
HEN / STAG AND GROUP BOOKINGS
We do not accept bookings of this nature. Group bookings will be required to give a reason for their stay. If guests are found to be holding parties of any kind, you will be evicted immediately with no refunds due & a fee of £250 will be charged.
Use of the huts for any behaviour deemed by the management of Wagtail Retreat Ltd to be inappropriate or illegal will result in the immediate eviction of all guests without refund and, where necessary, reporting to the local police force for further investigation.
PROPERTY SPECIFICATION
Reasonable care has been taken that the content of our website (and/or other means of promotion or advertising) is correct but it is subject to amendment at any time without notice. All content on our website (and/or other means of promotion or advertising) is published in good faith. We do not warrant that the content of our website (and/or other means of promotion or advertising) accurately or completely describe any of the properties. Our web site may link to other web sites and we are not responsible for the data policies, content or security of these web sites. You should note the following points about properties:
Each hut is individual and vary in style, and layouts so furnishing details are not uniformly standard. Although accommodation and location are confirmed in advance, the exact hut cannot be guaranteed prior to arrival and can be subject to change at any time.
Our website (and/or other means of promotion or advertising) may contain a plan of the layout of the huts. The plan will only be a general representation of the accommodation. Actual unit size, design, fixtures, furnishings and facilities may vary from those shown on the plan; Wagtail Retreat Ltd have the right to add or remove any of its services or facilities without prior notice.
The number of people permitted to occupy each hut is limited to 2 people.
You and your party must comply with any rules and regulations set by us. We recommend that you take time to familiarise yourself with the safety procedures in the huts and local area, paying particular attention to fire evacuation details and security.
You and the other members of your party are responsible for payment of rental, any charges made for use of facilities, such as additional laundry services, and for any other fees levied by us for the use of amenities.
Where internet or broadband connectivity is available, you agree to use such services in a responsible manner and not for any illegal or immoral purpose.
We shall use reasonable endeavours to retain any items left in the huts for up to 1 month after the guest’s departure date. Please email your email for enquiries relating to any lost items.
For further information on each of the individual huts please email: hello@wagtailretreat.co.uk
DISCOUNT/PROMOTIONAL CODES
All promotional codes promoted and distributed by Wagtail Retreat Ltd via web/email/print/phone are subject to change/expiry/refusal at any time. Wagtail Retreat Ltd. reserves the right to change/refuse the details of promotions without notice.
INCLUDED AS STANDARD
Wagtail Retreat Ltd provide condiments and Bramley Products on arrival. These are complementary and provided at the discretion of Wagtail Retreat Ltd. Please do not take these items away with you. If done so the cost will be deducted from your deposit.
As standard, Wagtail Retreat Ltd will often (but is not obliged to) provide the following on arrival; Sample of washing up liquid, one toilet roll per bathroom, one one bin bag, selection of toiletries, complimentary condiments.
ACCEPTANCE OF TERMS AND CONDITIONS / CONTRACT OF HIRE
All bookings are subject to these terms and conditions that are deemed to have been accepted in full by the hirer and all persons in the party. Payment of deposit and/or cottage fee also indicates acceptance of these Terms and Conditions.