1 General Terms
1.1 In these Booking Terms we, us, our means Shari Sant T/a Relax & Rewind Holidays and you, your means the holidaymaker making the booking.
1.2 Bookings: These Booking Terms apply to any booking you make through our Website, social media or any other direct means for use of our static caravan holiday home (which we call a Holiday Home). We call that booking of a Holiday Home a Booking.
1.3 The terms of the Rental Contract are:
1.3.1.1 these Booking Terms;
1.3.1.2 the dates (and time periods) for a Booking during which you will be entitled to use the Holiday Home (which we call the Holiday Period);
1.3.1.3 the charges payable by you to us, these include rental charges and other supplementary fees such as pet fees, fees for linen, cleaning, high chairs, passes etc. (which we call the Rental Charges); and
1.3.1.4 the other details specific to your Booking, including the Holiday Home you have booked and any restrictions or special or additional conditions notified to you during the Booking process (which we call the Booking Details). This includes for example, the details contained in the photographs and the Holiday Home’s description.
1.4 Charges:
1.4.1 We charge you a £50 refundable damages deposit to confirm your booking. this deposit may be paid via bank transfer or card payment. Upon receiving deposit, you’ll receive confirmation for the dates that you have now booked. Please note that ALL bookings are not confirmed until the deposit is received by us.
1.4.1.1 within 7 days of the end of your Holiday Period if any damages are reported or rules of the site and of the Holiday Home are broken the deposit will not be returned. If this does occur, we will let you know the reason(s) given, and return the balance (if any) to you within 7 working days;
1.4.1.2 if your damages deposit is not enough to cover any damage or loss you will be responsible for meeting the additional costs and expenses, which will be supported by reasonable evidence where possible.
1.4.2 remaining balance is the full cost for the Holiday Period, any additional fees including but not limited to pet fees, linen fees, equipment hire fees etc
1.4.2 total charges to be paid 6 weeks prior to your Holiday Period, unless otherwise agreed. If your Holiday Period is within less than 6 weeks, deposit and remaining balance are due when booking.
1.4.3 we are unable to provide Haven entertainment passes, these are to be purchased directly from Haven. Upon confirming your booking an email is sent to you from Haven with details on how to do this, all questions and issues are to be directed to Haven directly.
1.4.4 Total charges are not subject to VAT and per Holiday Home (not per person)
1.5 Cancellations:
1.5.1 If you cancel the booking prior to your Holiday Period starting the following refunds will be issued:
1.5.1.1 If you cancel your holiday 4 weeks you will lose your deposit
1.5.1.2 If you cancel 3 weeks prior then you lose the deposit and 25% of the full balance.
1.5.1.3. If you cancel 2 weeks prior you lose your the deposit and 50% of the full balance.
1.5.1.4 If you cancel anything under 2 weeks you will receive no refund.
1.5.2 In special circumstances we would work with you to either refund or rearrange your Booking with us, this is done solely at our discretion on a case-by-case basis and does not guarantee a refund. The circumstances may include but are not limited to Park closure, government imposed travel restrictions, health travel restrictions etc
1.5.3 You may transfer your Rental Contract to another person, They will be required to agree to these terms ahead of the booking being transferred and will be liable for all obligations under the Rental Contract.
1.5.4 In the following circumstances We can cancel your Rental Contract:
1.5.4.1 you do not make any payment when it is due;
1.5.4.2 you fail to perform or comply with any of your obligations contained in these Booking Terms, including if you or your Guests do not comply with the obligations set out in paragraph 3, you do not comply with the applicable rules on pets in accordance with paragraph 5 or you are declared bankrupt, make any arrangement with or for the benefit of your creditors, are unable to pay your debts or have a county court administration order made against you.
1.5.4.3 You do not comply with Haven’s site rules.
1.5.5 If a Booking or Rental Contract ends for any of the reasons in paragraph 1.5.4, then you will not be entitled to any refund of any Total Charges or other charges that you have paid in connection with your Booking. Neither shall we be responsible for any other costs or expenses you have to pay due to this (such as the cost of finding any alternative accommodation or making alternative travel arrangements).
1.5.6 Force majeure leading to cancellation: We have a right, to end the Rental Contract and cancel your Booking if an event occurs beyond Our reasonable control (which is what we call an “Unexpected Event”). Examples of Unexpected Events include any law, guidance or action taken by a national or local government or public authority or any consequences of them; a fire or accident; epidemic or pandemic; act of God, flood, adverse weather conditions or other natural disaster, or any other event of any nature which prevents or is likely to prevent you and your Guests from staying at the Holiday Home for some or all of the Holiday Period or from Us complying with its obligations under its Rental Contract with you.
1.5.7 If an Unexpected Event happens that results in your Booking or Rental Contract being cancelled we will refund you the Rental Charges minus any cost and expenses reasonably incurred in providing you with the Rental Services up to the date of termination. After providing you with this amount we shall have no further responsibility to you in relation to your original Booking nor will we be liable for any her costs.
1.5.8 If the Rental Contract ends during or at the end of the Holiday Period, you must:
1.5.8.1 leave the Mobile Holiday Home together with all Guests as soon as possible;
1.5.8.2 notify the Mobile Holiday Home Supplier that you and your Guests have left the Mobile Holiday Home and, if relevant, the reasons for doing so; and
1.5.8.3 return the keys/access cards to the location instructed by the Mobile Holiday Home Supplier.
1.5.9 If you leave the Mobile Holiday Home before the end of the Holiday Period of your own accord (and not due to an Unexpected Event or because you have ended the Rental Contract with one of your rights under paragraph 1.5) no refunds for any charges are payable.
2 Making Your Booking
2.1 To be eligible to make a Booking:
2.1.1 you must be at least 18 years of age and have the legal capacity to enter into legally binding agreements;
2.1.2 you must register with Us by providing your full name, telephone number, email address and any other information that we may request in order to process your registration; and
2.1.3 you must possess a valid payment method such as a valid debit or credit card that allows you to pay in Great British Pounds.
2.1.4 you must be booking for yourself, and not on behalf of someone else. Only those on the booking may stay at the caravan, over-occupancy is not permitted and will result in immediate termination of your Booking without refund. You are responsible for the actions and conduct of all the guests during your Rental Period. Details provided via he booking form are also shared with Haven and heir staff to register your arrival with them, as well as for them provide their services to you.
2.2 By submitting a Booking request to us, you confirm that everything in paragraph 2.1 is true and accurate and you and the Guests agree to these Booking Terms.
2.3 By making a Booking request through Us you are making an offer to:
2.3.1 enter into a Rental Contract with us;
2.3.2 pay Us all amounts due in respect of the Total Charges, which include a Deposit.
Please note that no Rental Contract creates any type of landlord and tenant relationship. A Rental Contract only creates a temporary licence to occupy. Please also note the prices can change from time to time. However, once you have submitted a booking request the price on there is the price you have offered to pay.
2.4 You make a Booking request by submitting your Booking Details to Us via the website, social media or via other direct means. Any Booking request is subject to availability. If you have any special requests for your booking include them in your Booking request. We cannot guarantee that they will be met and we will have no liability to you if they are not.
Upon confirming the availability of your requested Rental Period, an invoice will be sent via email to the email address provided for either he deposit or the total charges. Your booking is not confirmed until payment is received.
- Your responsibility
3.1 You must make sure that all the information you provide in connection with your Booking, including all Booking Details, are true, accurate, current and complete. Please let Us know promptly about any change to your email address so that we can continue to communicate with you in regards to your booking.
3.2 You accept full financial and other responsibility for all transactions made under your name or account that you hold with us. We will notify you of any payments that are due and you shall be responsible for paying them within the timescales that we specify.
3.3 You promise to Us that before, during and after the Holiday Period:
3.3.1 the number of people and pets occupying the Mobile Holiday Home will not exceed the number stated in the Booking. Any breach of this requirement will be treated as a material breach of the Rental Contract;
3.3.2 you cannot arrange for additional visitors to come to the Holiday Home or hold events (such as parties, celebrations or meetings) at the Holiday Home without obtaining our prior written consent. Any breach of this requirement will be treated as a material breach of the Rental Contract;
3.3.3 the Holiday Home will be used solely for the purpose of a holiday or private accommodation by you and your Guests and will not be used for any commercial or business purpose beyond accommodation for business trips.
3.3.4 you will (and you will ensure that your Guests will) show all due consideration and respect for the neighbours, persons on the Haven site is on and other persons or parties that have a connection with the Holiday Home. This includes refraining from abusing your right to use the Holiday Home or participating in any illegal, dangerous, offensive, inappropriate, violent or anti-social behaviour towards such people;
3.3.5 you will (and you will ensure that your Guests will) use the Holiday Home lawfully, will not abuse or damage any facilities provided as part of the Rental Contract and will comply with any health and safety or other policies or instructions notified to you by Us or the on-site security in connection with the Holiday Home, the site it is on;
3.3.6 you will not smoke in the Holiday Home if it’s prohibited by law;
3.3.7 you will allow Us or any representative of ours (including any tradespeople) to access the Holiday Home at any reasonable time during the Holiday Period provided the we provide you with reasonable advance notice (except where we require access to the Holiday Home due to an emergency, for example, if repairs need to be carried out or we becomes aware that you have breached, or has reasonable suspicion to believe that you will breach these Booking Terms);
3.3.8 you will keep the Holiday Home and all furniture, utensils, equipment, fixtures and fittings in or on the Holiday Home in the same state of repair and condition as at the start of the Holiday Period, and you will ensure that at the end of your Holiday Period the Holiday Home is left in the same state of order, cleanliness, and in a reasonable condition for future guests, as it was found. We may charge you for any additional, reasonable charges for professional cleaning after the end of your Holiday Period where you have failed to comply with this paragraph. These charges are necessary in order to return the Holiday Home to its original state of cleanliness and tidiness for future bookings by future guests;
3.3.9 you will report within 24 hours to Us (or our representative) any breakages or damage caused by you or your Guests during the Holiday Period. Without affecting any other remedies that are provided under the Rental Contract, you promise to fully reimburse the Us for the cost of replacement or repair for such breakages or damage;
3.3.10 you will arrive at the Holiday Home no earlier than 3pm on the first day of your Holiday Period and you will vacate the Holiday Home by no later than 10am on the last day of your Holiday Period) or any other times as otherwise agreed with Us in writing;
3.3.11 you will not allow any person other than you and your Guests to use the facilities and amenities of the Holiday Home without the express permission from;
3.3.12 you will provide Us or our representative (depending on who asks) with any information that is reasonably requested from you or your Guests;
3.3.13 you will keep the location of all keys/access cards for the Holiday Home confidential and return all of them and other access mechanisms at the end of your Holiday Period to the location requested by Us.
3.3.14 you will notify all Guests before the Holiday Period starts of your and their obligations under this paragraph 3.3.
3.4 You will be responsible to ensure that you and your Guests comply with applicable laws.
3.5 If you or any Guest fails to comply, or is likely to fail to comply, with any of the requirements set out in this paragraph 3 – including, but not limited to, any material breach of paragraphs 3.3.1 or 3.3.2 – we (or our representative) may refuse to allow you and your Guests to enter or remain in the Holiday Home, or may require you and your Guests to leave the Holiday Home before the end of the Holiday Period. In either case, you will be treated as having materially breached the Rental Contract and your Booking will be cancelled immediately. In these circumstances, you will not receive a refund of any of the Total Charges and we shall not be responsible for any other costs or expenses you incur as a result, including but not limited to the cost of finding alternative accommodation or making alternative travel arrangements. Such a breach may also affect our decision as to whether we will accept any future Booking from you.
3.6 You acknowledge that personal belongings and vehicles (together with their contents) belonging to you and your Guests are left at the Holiday Home entirely at your and their own risk. We accept no liability for any loss, damage, theft, or injury to you or your Guests, or your or their personal property during the Holiday Period, except to the extent such loss, damage, theft, or injury is caused by our negligence.
3.7 If you have a complaint about the Holiday Home contact us as soon as possible (and during the Holiday Period). This will give us the best opportunity to resolve your complaint during the Holiday Period (and will hopefully assist in any issue, loss or damage either not being suffered or it being reduced). Complaints include any issues with the cleanliness of the Holiday Home upon your arrival at the Holiday Home. Failure to contact us in this way could affect any future complaint or claim for alleged loss or damage suffered.
- Our Responsibilities and liabilities
4.1 perform the Rental Services using reasonable care and skill;
4.2 provide an accurate description of the Mobile Holiday Home, and as soon as reasonably possible; tell you of any changes that would make it inaccurate (other than to a minor or non-material extent) in relation to a Booking that you have made using your contact details
4.3 subject to the exceptions in paragraph 3.3.7, ensure that the Holiday Home is vacant, not make any use of the Holiday Home and ensure that you and your Guests have exclusive access to it for the full period of the Holiday Period unless we are entitled to refuse you and your Guests access to or require you to leave the Holiday Home in accordance with paragraph 3.5;
4.4 ensure that the Holiday Home is properly maintained, clean, tidy and in good repair at the start of the Holiday Period;
4.5 ensure that we will comply with all applicable laws and regulations, in particular, relating to fire, health and safety and data protection;
4.7 maintain, at our expense and with a reputable insurance company, insurance policies to meet our liabilities under the Rental Contract with you;
4.8 co-operate with you on all matters relating to the Rental Contract, including providing the Rental Services and processing any refunds that may be due to you;
4.9 provide Holiday Home access details to you (including all cards and access codes) so you can make use of the Holiday Home for the Holiday Period and ensure that suitable arrangements are in place for you to collect and return the keys/access cards for the Holiday Home;
4.10 show all due consideration and respect to you and your Guests including refraining from any dangerous, offensive, inappropriate, violent or anti-social behaviour towards you and your Guests;
4.11 comply with the terms of the Rental Contract;
4.12 respond to queries, complaints and problems which arise during or after the Holiday Period and use best efforts to resolve.
4.13 We cannot (and do not) guarantee a phone signal or the speed of any broadband at the Holiday Home (or what you will be able to download or stream whilst there). Connections can be difficult, slower, limited or not available in certain areas of the UK or at certain times.
4.14 We shall not be held liable for building work noise or disruption coming from neighbouring caravans, sites, roads or other land.
- Pets
5.1 Pets are only allowed at our Holiday Home. There may be an additional charge for bringing pets, which we will notify you of at the time of Booking.
5.2 You acknowledge that any pets on the booking are not to be left unattended within the Holiday Home or in any vehicles parked at the site.
5.3 You will be responsible for all damage caused by your and/or your Guests’ pets. For any pets allowed in the Holiday Home, you should remove all traces (inside and outside) from the Holiday Home of pet occupation before you and your Guests vacate the Holiday Home at the end of the Holiday Period. We may make an additional, reasonable charge for professional cleaning after your Holiday Period due to any pets that have stayed at the Holiday Home. Any costs for flea treatment or odour removal will be deducted from the deposit.
5.4 If you break the terms of paragraphs 5.1 or 5.2, we (or our representative) may notify you that you have broken those terms and if you continue to do so may end the Rental Contract and require you and your Guests to leave the Holiday Home before the end of the Holiday Period.