- 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. “Guests” means those individuals named on the Booking who are registered with Haven in accordance with paragraph 2.1.4. No other person may stay at or visit the Holiday Home without our prior written consent under paragraph 3.3.2.
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 these Booking Terms;
1.3.2 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);
1.3.3 the charges payable by you to us, which 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
1.3.4 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 a £50 refundable damages deposit to confirm your Booking. This deposit may be paid by bank transfer or card payment. Upon receiving the deposit, you will receive confirmation of the dates you have booked. Please note that all Bookings are unconfirmed until the deposit is received by us.
1.4.1.1 Within 7 days of the end of your Holiday Period, if any damage is reported or the rules of the site or of the Holiday Home have been broken, the deposit will not be returned. If this occurs, we will let you know the reason(s) given and return any remaining balance 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 The remaining balance is the full cost of the Holiday Period plus any additional fees, including but not limited to pet fees, linen fees and equipment hire fees.
1.4.3 Total charges are to be paid 6 weeks prior to your Holiday Period, unless otherwise agreed. If your Holiday Period is less than 6 weeks away, the deposit and remaining balance are due at the time of booking.
1.4.4 We are unable to provide Haven entertainment passes; these must be purchased directly from Haven. Upon confirmation of your Booking, an email is sent to you from Haven with details on how to do this. All questions and issues relating to these passes should be directed to Haven directly.
1.4.5 Total charges are not subject to VAT and are charged per Holiday Home, not per person.
1.5 Cancellations
1.5.1 If you cancel the Booking before your Holiday Period starts, the following refunds will apply:
1.5.1.1 If you cancel 4 weeks or more prior to your Holiday Period, you will lose your deposit.
1.5.1.2 If you cancel 3 weeks prior, you will lose your deposit and 25% of the full balance.
1.5.1.3 If you cancel 2 weeks prior, you will lose your deposit and 50% of the full balance.
1.5.1.4 If you cancel less than 2 weeks prior, you will receive no refund.
1.5.2 In special circumstances we may work with you to either refund or rearrange your Booking. This is done solely at our discretion on a case-by-case basis and does not guarantee a refund. Such circumstances may include, but are not limited to, park closure, government-imposed travel restrictions or health travel restrictions.
1.5.3 You may transfer your Rental Contract to another person. They will be required to agree to these Booking Terms ahead of the transfer and will be liable for all obligations under the Rental Contract.
1.5.4 We can cancel your Rental Contract if:
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 under 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 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; or
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, you will not be entitled to a refund of any Total Charges or other charges paid in connection with your Booking. We will not be responsible for any other costs or expenses you incur as a result, such as the cost of finding alternative accommodation or making alternative travel arrangements.
1.5.6 Force majeure: We have the right to end the Rental Contract and cancel your Booking if an event occurs beyond our reasonable control (an “Unexpected Event”). Examples include any law, guidance or action taken by a national or local government or public authority, or any consequences of these; a fire or accident; epidemic or pandemic; act of God, flood, adverse weather or other natural disaster; or any other event that 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 prevents us from complying with our obligations under the Rental Contract.
1.5.7 If an Unexpected Event results in your Booking or Rental Contract being cancelled, we will refund the Rental Charges, minus any costs and expenses reasonably incurred in providing the Rental Services up to the date of termination. After providing this refund, we will have no further responsibility to you in relation to your original Booking, nor will we be liable for any other 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 Holiday Home, together with all Guests, as soon as possible;
1.5.8.2 notify us that you and your Guests have left the Holiday Home and, if relevant, the reasons for doing so; and
1.5.8.3 return the keys/access cards to the location we instruct.
1.5.9 If you leave the 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 under one of your rights in paragraph 1.5), no refund of any charges is payable.
- 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 we may request 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 named on the Booking, and registered with Haven as set out below, may stay at the Holiday Home as Guests. 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 Guests during the Holiday Period. Details provided via the booking form are also shared with Haven and their staff, in order to register your and your Guests’ arrival with them and for Haven to 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 that you and your 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; and
2.3.2 pay us all amounts due in respect of the Total Charges, which include the 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 that prices can change from time to time. However, once you have submitted a Booking request, the price shown at that time 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 other direct means. Any Booking request is subject to availability. If you have any special requests for your Booking, please include them in your request. We cannot guarantee that they will be met and will have no liability to you if they are not.
Once we have confirmed availability of your requested Holiday Period, an invoice will be sent by email to the email address you provided, for either the deposit or the Total Charges. Your Booking is not confirmed until payment is received.
- Your Responsibility
3.1 You must ensure that all information you provide in connection with your Booking, including all Booking Details, is true, accurate, current and complete. Please let us know promptly of any change to your email address so that we can continue to communicate with you about your Booking.
3.2 You accept full financial and other responsibility for all transactions made under your name or account with us. We will notify you of any payments due and you are responsible for paying them within the timescales we specify.
3.3 You promise us that before, during and after the Holiday Period:
3.3.1 the number of people and pets occupying the 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 will not arrange for additional visitors to come to the Holiday Home, or hold events (such as parties, celebrations or meetings) at the Holiday Home, without 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 will ensure your Guests will, show all due consideration and respect for neighbours, other persons on the Haven site, and other persons or parties connected 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 will ensure 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 on-site security in connection with the Holiday Home or the site it is on;
3.3.6 you will not smoke in the Holiday Home where prohibited by law;
3.3.7 you will allow us, or any representative of ours (including tradespeople), to access the Holiday Home at any reasonable time during the Holiday Period, provided we give reasonable advance notice, except where we require access due to an emergency, for example if repairs are needed or we become aware that you have breached, or reasonably suspect 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 it, in the same state of repair and condition as at the start of the Holiday Period, and will ensure it is left in the same state of order, cleanliness and reasonable condition for future Guests as it was found. We may charge you for reasonable additional professional cleaning costs after the Holiday Period if you fail to comply with this paragraph. These charges are necessary to return the Holiday Home to its original state of cleanliness and tidiness for future Bookings;
3.3.9 you will report any breakages or damage caused by you or your Guests during the Holiday Period to us (or our representative) within 24 hours. Without affecting any other remedies under the Rental Contract, you promise to fully reimburse us for the cost of repair or replacement of 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 vacate it no later than 10am on the last day, or at any other times 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 our express permission;
3.3.12 you will provide us, or our representative, with any information 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 them, along with any other access mechanisms, at the end of the Holiday Period to the location we request; and
3.3.14 you will notify all Guests, before the Holiday Period starts, of their obligations under this paragraph 3.3.
3.4 You will ensure that you and your Guests comply with all applicable laws.
3.5 If you or any Guest fails to comply, or is likely to fail to comply, with any requirement of this paragraph 3 — including, but not limited to, any material breach of paragraph 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 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. You will not receive a refund of any Total Charges, and we will not be responsible for any other costs or expenses you incur as a result, including the cost of finding alternative accommodation or making alternative travel arrangements. Such a breach may also affect our decision on whether to accept any future Booking from you.
3.6 You acknowledge that personal belongings and vehicles (and 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, your Guests or your or their personal property during the Holiday Period, except to the extent caused by our negligence.
3.7 If you have a complaint about the Holiday Home, please contact us as soon as possible, and during the Holiday Period if at all possible. This gives us the best opportunity to resolve your complaint while you are still there, and may help ensure any issue, loss or damage is reduced or avoided. Complaints include any issues with the cleanliness of the Holiday Home on arrival. Failure to contact us in this way may affect any future complaint or claim for alleged loss or damage.
- Our Responsibilities and Liabilities
We will:
4.1 perform the Rental Services using reasonable care and skill;
4.2 provide an accurate description of the 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 you have made, using your contact details;
4.3 subject to the exceptions in paragraph 3.3.7, ensure the Holiday Home is vacant, make no use of it ourselves, and ensure that you and your Guests have exclusive access to it for the full Holiday Period, unless we are entitled to refuse access or require you to leave under paragraph 3.5;
4.4 ensure the Holiday Home is properly maintained, clean, tidy and in good repair at the start of the Holiday Period;
4.5 comply with all applicable laws and regulations, in particular those relating to fire, health and safety and data protection;
4.6 maintain, at our expense and with a reputable insurer, insurance policies to meet our liabilities under the Rental Contract;
4.7 co-operate with you on all matters relating to the Rental Contract, including providing the Rental Services and processing any refunds due;
4.8 provide you with Holiday Home access details (including all cards and access codes) so you can use the Holiday Home during the Holiday Period, and ensure suitable arrangements are in place for collecting and returning keys/access cards;
4.9 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;
4.10 comply with the terms of the Rental Contract; and
4.11 respond to queries, complaints and problems arising during or after the Holiday Period, using best efforts to resolve them.
4.12 We cannot, and do not, guarantee phone signal or broadband speed at the Holiday Home, or what you will be able to download or stream while there. Connections can be slower, limited or unavailable in certain areas of the UK or at certain times.
4.13 We are not liable for building work noise or disruption from neighbouring caravans, sites, roads or other land.
- Pets
5.1 Pets are only allowed at the Holiday Home with our prior agreement. There may be an additional charge for bringing a pet, which we will notify you of at the time of Booking.
5.2 Pets on the Booking must not be left unattended within the Holiday Home or in any vehicle parked at the site.
5.3 You are responsible for all damage caused by your and/or your Guests’ pets. You must remove all traces of pet occupation, inside and outside the Holiday Home, before you and your Guests vacate at the end of the Holiday Period. We may make a reasonable additional charge for professional cleaning after your Holiday Period due to pets having stayed at the Holiday Home. Any costs for flea treatment or odour removal will be deducted from the deposit.
5.4 If you breach paragraph 5.1 or 5.2, we (or our representative) may notify you of the breach and, if it continues, may end the Rental Contract and require you and your Guests to leave the Holiday Home before the end of the Holiday Period.