SHOREFIELD HOLIDAYS HOLIDAY HOME OWNERSHIP Shorefield HOMEABOUT USHOLIDAY TERMS AND CONDITIONS Holiday Terms and Conditions We would like to take this opportunity to remind you of our Holiday Terms and Conditions: Phone: Call our Reservations Team on 01590 648333, open 7 days a week and most evenings, who will be happy to answer queries and assist you. Email: holidays@shorefield.co.uk Post: Shorefield Holidays Ltd, Shorefield Road, Milford-on-Sea, Hampshire, SO41 0LH. Please read these Terms and Conditions carefully as, together with your Confirmation of Booking, Park Rules and the information on our website, they make up your agreement with us. We aim to provide Terms and Conditions which are easily understandable. If there is any term that you do not understand, then please discuss it with us before making a Booking. If you require these Terms and Conditions or your Booking Confirmation in braille, audio file or large print then please ask and we are happy to provide them. 1. Definitions 1.1 When the following words are used in these Terms and Conditions, this is what they will mean: (a) Accommodation: the accommodation that we are providing to you as set out in the Booking (b) Booking: your request to us for the Accommodation (c) Booking Confirmation: our acceptance of your Booking (d) Event Outside Our Control: any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks. (e) Park: Any Shorefield Holidays Park (f) Park Rules: The rules we ask you to follow when staying at our Parks. These are available on request when you make a Booking by telephone, at our Reception or on our website. (g) Terms and Conditions: these terms and any other terms or documents they refer to (h) Touring rules: The rules we ask you to follow when staying at our Parks. These are available on request as above (i) We/our/us: Shorefield Holidays Limited (j) You/your: You or the members of your party 1.2 When we use the words "writing" or "written" in these Terms and Conditions, this will include email unless we say otherwise. 2. A choice of accommodation in 5 parks and locations From Standard chalets and Statement caravans to our Signature style lodges and houses with hot tubs, please use the information in this brochure to choose a Park and decide the best style and size of accommodation to suit your party. All of our Accommodation is fully equipped but levels of luxury vary according to age, size and interior fittings. 3. Check availability and book your holiday Please telephone 01590 648333 to check that your preferred Accommodation and dates are available. Remember the earlier you book the more choice of Accommodation you will have. 4. Changes to our Terms 4.1 The law and how we have to operate the Park may change from time to time. If this happens then we may need to update our Terms and Conditions (including our Park Rules). You will be able to find the latest version online as above or at our Park reception. 4.2 If we make any significant changes to our Terms and Conditions after you have requested a Booking which have a materially adverse effect on your Booking, we will give you the option to cancel with a full refund. 5. Our contract with you 5.1 When you submit a Booking to us this does not mean that we have accepted it. We may or may not do so. If we are unable to supply you with the Accommodation, we will inform you of this and we will not accept the Booking and will refund payments you have already made. 5.2 These Terms and Conditions will become binding on you and us when we send you a Booking Confirmation, at which point a contract will come into existence between you and us. Please check your Booking Confirmation carefully as soon as you receive it and inform us of any discrepancies. If any are our fault we will do our best to remedy the situation. 5.3 If we are unable to accept your Booking, we will inform you of this and will not charge you. This might be because Accommodation or essential facilities are unavailable or we have identified an error in the price or description of the holiday. 5.4 These Terms and Conditions apply whether you make a Booking via our website, by email, post, telephone or in person. 6. Price, payment and deposit 6.1 The price of the Accommodation will be set out at the time we confirm your Booking. Our prices may change at any time but price changes will not affect Bookings already confirmed with you. -If the price of your holiday is discounted after the booking has been made by yourself you will not be entitled to any form of refund in regards to the difference in price. 6.2 These prices include VAT. If the rate of VAT changes between the date you submit your Booking and the date we send you a Booking Confirmation, we will adjust the rate of VAT that you pay unless you have already paid in full before the change in the rate of VAT takes effect. 6.3 When you make a Booking, we will ask you to pay the following deposit depending on the holiday type: (a) Weekly holidays or longer, £50 or 20% of the total cost of the Booking, whichever is greater (b) Weekend and midweek breaks, £50 or 20% of the total cost of the holiday, whichever is greater (c) Stays in our pods, £50 per stay or 20% of the total cost of the holiday, whichever is greater (d) Camping & Touring pitches, £7 or 20% of the total cost of the holiday, whichever is greater 6.4 The balance is due as follows: (a) 4 weeks before the commencement of your holiday, or (b) Immediately on receipt of a Booking Confirmation if your holiday commences within 4 weeks of your Booking request or if the total price of your Booking is less than the minimum deposit amount. 6.5 We accept the following methods of payment (a) credit or debit card, (b) bank transfer, quoting your name, please request our bank details when making a booking, (c) cheque or postal order 6.6 We will not send you a reminder to pay. 6.7 If you do not pay when you are required to do so then we may cancel your booking and retain your deposit. 6.8 Once your Booking is confirmed you are responsible for payment of the full amount. 6.9 It is always possible that, despite our best efforts, our holidays may be incorrectly priced. We will normally check prices before accepting your Booking so that, where the correct price at your Booking date is less than our stated price at your Booking date, we will charge the lower amount. If the correct price at your Booking date is higher than the price stated, we may contact you for your instructions before we accept your Booking. If we accept your Booking where a pricing error is obvious and unmistakable and could reasonably have been recognised by you as a miss-pricing, we may end the contract and refund you any sums you have paid. 6.10 The holder of the credit card used to make the Booking must be present when making payments at the Park. A third party’s credit card will not be accepted. 7. Your rights to cancel and receive a refund 7.1 If you need to cancel your Booking, please contact us as soon as possible in writing. 7.2 You have the following rights to cancel a Booking for Accommodation: (a) you may cancel a Booking by contacting us in writing provided we receive notice that you wish to cancel 8 weeks or more before your holiday is due to start. We will then confirm your cancellation to you and refund 75% of the payments you have made to us for, less your deposit. (b) if you cancel less than 8 weeks before your holiday is due to start we will offer the following refund of payments you have made to us, less your deposit: i. 4-8 weeks – 50% ii. 1-4 weeks – 25% iii. Less than 1 week – none. 7.3 Once we have confirmed your Booking, you may cancel the contract at any time and receive a full refund of all the payments you have made to us by giving us notice if any of the following occur: (a) we break this contract in any material way and we do not correct or fix the situation within a reasonable period (b) we change these Terms and Conditions to your material disadvantage 8. Changing your Booking 8.1 You may make a change to your Booking by contacting us prior to the start of your stay subject to availability. If you wish to change your Booking the following will apply: (a) if you wish to make a minor change to your Booking, such as changing the name of a member of your party or changing to a different touring pitch of the same standard we will do our best to assist you and will not charge for this. (b) if you wish to make a major change to your Booking such as changing the dates of your holiday, the standard of Accommodation or anything else that affects the price of your Booking we will charge you £25 to cover our administration costs incurred changing your Booking, updating our website and notifying our advertisers. You will also have to pay us the difference in price if the altered Booking is one for which we ordinarily charge an additional amount at the date we receive notice from you that you wish to change. (c) if you wish to make a change to your Booking we will be unable to refund the difference in price if your altered Booking is one for which we ordinarily charge a lower price at the date we receive notice from you that you wish to change. (d) Major changes to your booking within 8 weeks of the date your holiday is due to start may be treated as a cancellation by you in which case our refunds policy will apply. 9. Our rights to cancel and the refund you will receive 9.1 We may have to cancel a Booking due to the unavailability of key personnel or key facilities without which we cannot provide the Accommodation. If this happens: (a) we will promptly contact you to let you know (b) we may cancel your Booking and refund your payments, or offer alternative Accommodation and refund any payments for Accommodation not yet provided to you less the cost of alternative Accommodation (c) if we offer alternative Accommodation you may still choose to cancel your Booking and we will refund the payments you have made to us. 9.2 We may cancel the contract for Accommodation at any time with immediate effect if: (a) you do not pay us when you are supposed to, or (b) you are in breach of these Terms and Conditions in any other material way and you do not remedy the situation within a reasonable period after we ask you to. 10. Providing Accommodation 10.1 We will supply the Accommodation to you from the date set out in the Booking Confirmation, for the named individuals stated on the Booking Confirmation with the additional services set out in the Booking Confirmation. 10.2 The maximum duration of your stay is 21 days. – Applicable to all our parks & not able to move across parks to extend your stay past 21 days. 10.3 We will make every effort to provide the Accommodation. However, we may be unable to do so due to an Event Outside Our Control. 10.4 We may have to make minor changes to our facilities and some may be unavailable due to maintenance at any time so please enquire about their availability before you book. 10.5 We will endeavour to supply a specific caravan, lodge, touring pitch or pod on request but this cannot be guaranteed and we may supply different Accommodation of an equivalent or higher standard. 10.6 We may need certain information from you in order to provide the Accommodation, including but not limited to the following: (a) the number of people for whom the Booking is made, their names, contact details and whether they are each under the age of 18 (b) whether you wish to bring a dog (c) any special requirements, such as access to the Park or Accommodation. 10.7 If you do not, after being asked by us, provide us with this information, or if you provide us with incomplete or incorrect information, we may make an additional charge of a reasonable sum to cover any extra items or work required or alternatively we may cancel your Booking. If you do not pay any additional charge, we may cancel your Booking. 11. Your liability for damage 11.1 Please look after your Accommodation and the Park facilities so that they may be enjoyed by all. Please report any accidental damage to reception immediately, so that we can make a repair or replacement. 11.2 We inspect the Accommodation between your departure and the arrival of the next guest. You may be charged for loss or damage caused by you. 11.3 You will be asked to pay a refundable security deposit of £250 when staying at Wisteria House. You may be asked to pay a refundable security deposit of up to £250 when staying in other Accommodation and we will inform you whether this will be payable when you make a Booking. This will be payable by debit or credit card on arrival and refunded by the same method of payment. 11.4 An amount of the security deposit will be retained to cover the cost to us of damage caused by you or your party to the Accommodation or the Park. If you or your party cause us loss or damage costing more than £250 we will require you to pay more. 12. Group booking 12.1 If you wish to make a Booking for an all-male or all-female group of 3 or more people you must seek approval from us before making a Booking. 12.2 The number of people staying in Accommodation must not exceed the maximum number it is intended for as shown when you request a Booking and must only be those named on the Booking Confirmation. Infants under 2 years old do not count toward the number of people staying in Accommodation. 12.3 If you breach this clause we may cancel your booking without refund and require you to leave the Park. 13. Checking in and checking out 13.1 Check in times are as follows: (a) Signature Houses & Lodges 2pm (b) Sublime Caravans, Select & Superior Lodges 3pm (c) Supreme, Sensation, Standard and Statement Accommodation 4pm 13.2 Please try to check in before 8pm. You will not be able to check in after 10pm. 13.3 On arrival you will need to show photographic identification such as a valid passport or driving licence and proof of your address such as a utility bill or bank statement. 13.4 Check out is by 10am on the date of departure. Please return keys to reception. 13.5 Late checkout may be available subject to availability, prior agreement with us and payment of an additional nights’ accommodation. Friday arrivals for 2 night breaks are at the exception of this where late check-out is available, please check your booking confirmation for this 14. If there is a problem with the Accommodation 14.1 In the unlikely event that there is any problem with the Accommodation or the Park: (a) please tell us as soon as reasonably possible (b) please give us a reasonable opportunity to put it right (c) we will use every effort to repair or fix any defect as soon as reasonably practicable. 14.2 If any problem with the Accommodation or the Park which is our fault means we are obliged to cancel your Booking, we will refund payments made for Accommodation not yet provided to you. 14.3 As a consumer, you have legal rights in relation to this agreement. Advice about those rights is available from Citizens' Advice Bureau or Trading Standards. Nothing in these Terms and Conditions will affect these legal rights. 14.4 If you made the Booking via our website and we have been unable to resolve your complaint (complaints policy) you may consult the European Commission’s Alternative Dispute Resolution platform via their website. 15. Our liability to you 15.1 If we fail to comply with these Terms and Conditions or are negligent, we are responsible for loss or damage you suffer as a foreseeable result of our breach or our negligence but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into this contract. 15.2 Unless we agree otherwise in writing, we only supply the Accommodation for private use. You agree not to use the Accommodation for any commercial purpose and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity. 15.3 We do not exclude or limit in any way our liability for: (a) death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors (b) fraud or fraudulent misrepresentation. 16. Events Outside Our Control 16.1 We will not be liable for compensation, or responsible for any failure to perform any of our obligations under these Terms and Conditions caused by an Event Outside Our Control. 16.2 If an Event Outside Our Control affects the performance of our obligations under these Terms we will contact you as soon as reasonably possible to notify you: (a) we may cancel your Booking and refund your payments, or (b) provide alternative Accommodation of an equivalent or higher standard at another Park or on alternative dates which you may choose to accept. If you do not we will refund your payments. 17. Antisocial behaviour 17.1 If during your stay with us: (a) your behaviour is antisocial or in our reasonable opinion is likely to spoil the enjoyment of the Park for others or cause damage to property (b) you behave aggressively or abusively towards our staff (c) you cause excessive noise you will be required to leave immediately in which event you will not be entitled to a refund. 17.2 If, prior to your stay with us it is reasonable to believe that you may engage in antisocial behaviour on our Park we may cancel your Booking and refund payments you have made to us. 18. Safety 18.1 Cycle helmets should be worn when cycling on the Park. Do not leave bicycles unsecured on the Park. 18.2 Ball games are not permitted in areas between Accommodation. 18.3 Our Parks are in country locations and you may benefit from bringing a torch with you. Some Accommodation is in wooded areas. There are birds, squirrels and rabbits in the grounds and very occasionally there may be indigenous insects such as ants that find their way into accommodation. Suitable ant killer is available to purchase from our supermarkets. 19. Pets 19.1 Dogs are only permitted in our dog friendly Accommodation of which there is limited availability. 19.2 Dogs must not be left unattended on the Park and must be kept on a lead. 19.3 Dog fouling must be cleaned up immediately and placed in the specific bins provided. 20. Vehicles 20.1 Please drive carefully on the Park as there are children playing. 20.2 Commercial vehicles, motor caravans, horse boxes, boats and boat trailers, electric scooters, go-peds and jet skis are not permitted on the Park. 20.3 Vehicles on the Park must not exceed 10 miles per hour. 20.4 Vehicles on the Park must only be driven by persons with a valid driving licence and insurance for the vehicle. 20.5 Normal driving rules apply, in particular do not drink and drive on the Park. 20.6 Vehicle repairs may not be carried out other than by a breakdown service called out to attend the Park. 20.7 Charging electric vehicles is not permitted on the Park. Unless using the charging points that will be available at Shorefield Country Park mid-2018 21. Swimming pools and Leisure Club 21.1 Non swimmers and anyone under the age of 12 must be accompanied by a responsible adult (over 16) while using the Leisure Club and swimming pools. Under 8’s must be accompanied in the water and please refer to our new ratio’s which can be found at reception and around the fitness club. 21.2 During busy periods there may be a restriction on the time you can spend in or at the swimming pools. A £1 deposit may be charged for wristbands required to use the swimming pools. 21.3 Please make sure that all babies and non-toilet trained toddlers wear swim nappies. 21.4 Children under 14 are not permitted in some licensed areas of the Leisure Club. 21.5 Some of the Leisure Club facilities are not available to children under 16. 21.6 Children under 13 must be accompanied by an adult when attending Cyril and Cybil entertainment children’s club and Go Active Activities. 22. Information about us and how to contact us 22.1 Shorefield Holidays Limited is a company registered in England and Wales. Our company registered number is 607997. Our registered office address is Shorefield Holidays Ltd, Shorefield Road, Milford-on-Sea, Hants, SO41 0LH. Our registered VAT number is 188 8898 64. Shorefield Holidays Limited is authorised and regulated by the Financial Conduct Authority. No.411469. 22.2 If you have any questions about your booking please contact us. You can contact us by telephoning 01590 648333 or by email at holidays@shorefield.co.uk a full list of useful numbers and contacts can be found on our contact us page. If you wish to make a complaint please see our complaints policy or email Feedback@shorefield.co.uk 22.3 If you wish to contact us in writing, or if any clause in these Terms and Conditions requires you to give us notice in writing (for example, to cancel the contract), you can send this to us, by hand, or by pre-paid post to our registered address as shown in 22.1. We will confirm receipt of this by contacting you in writing. If we have to contact you or give you notice in writing, we will do so by email, by hand, or by pre-paid post to the address you provide to us in the booking. 23. How we may use your personal information 23.1 We will use the personal information you provide to us to: (a) provide the Accommodation (b) process your payment to us (c) inform you about similar Accommodation, offers or products that we provide, but you may stop receiving this information at any time by contacting us. 23.2 We will not give your personal data to any third party unless the law requires us to do so. 24. Other important Terms 24.1 We may transfer our rights and obligations under these Terms and Conditions to another organisation and we will always notify you in writing if this happens but this will not affect your rights or our obligations under these Terms and Conditions. 24.2 You may only transfer your rights or your obligations under these Terms and Conditions to another person if we agree in writing beforehand. 24.3 This contract is between you and us. No other person has the right to enforce any of its Terms. 24.4 Each of the paragraphs of these Terms and Conditions operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in effect. 24.5 If we fail to insist that you perform any of your obligations under these Terms and Conditions, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a breach of these Terms and Conditions by you, we will only do so in writing, and that will not mean that we will automatically waive any later breach by you. 24.6 These Terms and Conditions are governed by English law. You and we both agree to submit to the jurisdiction of the English courts. 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