Booking Terms & Conditions

Reservations of all holiday accommodation whether made by telephone, email, in person, in writing or from the internet are accepted by Oak Tree Cottages, hereinafter referred to as OTC, on the following conditions. OTC is a small family run business with the owners living onsite in the farmhouse.

1.    CONTRACT OF HIRE

When you submit a booking via our online reservation system you will receive an automatically generated booking summary by email to the email address you provide in the booking form. This does not form a contract between us. A contract shall only arise when your booking is subsequently confirmed in writing via a letter of confirmation sent to you by email or post.  The contract is for the hire of the property for short term holiday letting and will be formally entered into between OTC and the Hirer. We do not accept bookings from Hirers under 18 years of age.

2.    INITIAL PAYMENT

Bookings will be reserved upon receipt by OTC of the required deposit payment of 25% of the holiday cost. If the booking is made within six weeks of the holiday commencement date, the full accommodation rental will be required at the time of booking. Deposits can be paid by debit card or credit card with a surcharge of 2.5% payable, BACS transfer or cheque.

3.    BALANCE PAYMENT

The Balance of the Hire will be due for payment six weeks before the holiday commencement date. The week before arrival, advice on key collection arrangements and directions to the property will be sent to the Hirer. OTC reserves the right to cancel a holiday where full payment has not been received less than 28 days before the holiday commencement date. The deposit paid on the booking is non-­returnable.

4.    METHOD OF PAYMENT

Cheques should be made payable to Risby & Merrell with Booking Reference written on the back. There is a 2.5% charge for Debit or Credit Card payments.

5.    VALUE ADDED TAX

VAT does not apply to OTC’s property rentals, it is included in the quoted price at the prevailing rate.

6.    CONFIRMATION OF BOOKING

Once OTC has issued a Confirmation of Booking, the Hirer is responsible for the total published price of the holiday let and extras as shown on the confirmation. Amendments to bookings, where applicable, need to be made as soon as possible. OTC reserve the right to adjust prices quoted on our website or on details to properties, due to errors or omissions or changes in VAT.

7.    BOOKING CANCELLATION

If you are forced to cancel your holiday you must inform OTC as soon as possible. The day we receive your notice to cancel is the date on which we will cancel your booking. We are not able to offer refunds or changes of dates if you find you are unable to take the holiday you have booked therefore HOLIDAY INSURANCE IS HIGHLY RECOMMENDED. If you are unable to make your holiday please inform us immediately so that we can provide you with any written evidence required to enable you to make a claim on your holiday insurance.

8.    BOOKING FEE

OTC does not charge a booking fee.

9.     PETS

Bookings that include pets are taken on the understanding that all flea and worming treatments are up to date. Please remember that they should not be left unattended in properties. You, as pet owner, will be responsible for removing any evidence left by your pet and reimbursing the owner for any damage caused. Please show consideration for guests visiting after you have gone home and bear in mind that some popular beaches do not permit dogs during the summer months.

Customers with allergies should be aware that we cannot guarantee that a dog has not stayed in a chosen property recently. We cannot accept responsibility for any suffering which may occur as a result of such animals having been present. Further, although all of our properties are cleaned between lets and regularly ‘deep cleaned’, we cannot guarantee that properties will be completely free from pet hair.

10.  AMENITIES

OTC will not be liable to you, any member of your party or person visiting the property during the period of your hire of it for happenings outside its reasonable control, such as breakdown of domestic appliances, plumbing, wiring, temporary invasion of pests, building works at adjacent properties, damage resulting from exceptional weather conditions or other unforeseeable circumstance.

11.  PARTY NUMBERS/COMPOSITION

In no circumstances may more than the maximum numbers of persons, as stated in the brochure/website, occupy a property. OTC reserve the right to refuse admittance if this condition is not observed. No refunds will be given if admittance has been refused for this reason. The person who completes the booking, i.e. the lead name, certifies that he or she is authorised to agree to the Booking Conditions on behalf of all members of the party, including any changes. The lead name must be over 18 years and a member of the party occupying the property. The lead name agrees to take responsibility for all members of the party. OTC reserve the right to refuse or revoke any bookings from parties that may in our opinion (and at our sole discretion) be unsuitable for the property concerned.

12.  YOUR RESPONSIBILITIES

For the whole of the period included within your booking, you will be responsible for the property and will be expected to take all reasonable care of it. The property and all equipment and utensils must be left clean and tidy at the end of the hire period. If a property is not left clean and tidy, any additional cleaning costs will be charged to the hirer. Should there be any specific health or mobility difficulties which may affect a party member; this must be pointed out at the initial reservation stage so that the suitability of the property can be assessed. The property must be vacated by 10.00 am on the day of departure, along with any parking provision.

13.  DAMAGE

All damages and breakages are the legal responsibility of the Hirer and should be reported immediately and before the end of the holiday. The reasonable costs of miscellaneous repairs to and/or replacement of and/or additional cleaning of furnishings, kitchen equipment, crockery, glass, keys, bedding and towels damaged or soiled otherwise than by usual wear and tear during the period of Hire by you or other members of your party shall be payable on demand to the OTC who may also, at their discretion, refuse further bookings. Any Security Deposits charged will be cashed on receipt to allow for bank clearance and reimbursed promptly after the holiday (less any deductions which may be incurred). OTC has the right to enter the property (without prior notice if this is not practical or possible) if special circumstances or emergencies arise (for example if repairs need to be carried out). OTC reserves the right to repossess the Holiday Home at any time where you or any member of your party has caused damage, and in such circumstances the OTC shall not be liable to make a refund of any remaining portion of the hire terms paid.

14.  GOOD HOUSEKEEPING DEPOSIT /  SECURITY DEPOSIT

The Good Housekeeping Deposit is due with the balance of your holiday, it will be cashed on receipt and held by OTC to be applied against the reasonable costs of miscellaneous repairs to and/or replacement of and/or additional cleaning of furnishings, kitchen equipment, crockery, glass, keys, bedding and towels damaged or soiled otherwise than by usual wear and tear during the period of Hire by you or other members of your party. The balance of the Good Housekeeping Deposit will be returned to you within 14 working days of the departure date, PROVIDING you provide the correct details to transfer your refund back to you.. Where such costs exceed the Good Housekeeping Deposit you will pay such excess to the Owner within 14 days of being notified.

15.  LITERATURE

OTC take every care to ensure the accuracy of the property descriptions. All information in this brochure and on the OTC website is given in good faith and is believed to be correct at the time of going to press, but the OTC cannot be held responsible for changes beyond their control, which may become known after publication of this literature. In addition, whilst properties are described as non-smoking, this cannot be guaranteed. Please be aware that the property is advertised as having an enclosed garden, this does not necessarily mean a secure garden. OTC’s description of a cottage shows what amenities that property has but generally does not state what is not in the self-catering property.

16.  AVAILABILITY

The Hiring Contract is made on the understanding that the holiday home and its facilities as published will be available for the dates stated. In the unlikely event that a property is not available through events arising outside the control of OTC then OTC may be forced to cancel the booking and you will be advised as early as possible. Where possible, you will be offered suitable alternative accommodation, which, if not acceptable, will entitle you to a refund of all monies due. You will not as a result have any further claims against OTC or the owner. Please note that reservation requests taken via our website are not confirmed bookings until we have contacted you and accepted a deposit.

17.  THE COUNTRYSIDE

Please remember our properties are in the country and do attract spiders and therefore cobwebs. It does not mean that the cottage is dirty or has not been cleaned as cobwebs can be spun almost as quickly as they have been cleaned away! As we are in a rural location, please be tolerant of the sounds and scents that you may encounter, they are all a part of the countryside experience!

18.  COMPLAINT PROCEDURE

If the Hirer wishes to make a complaint about anything connected with its hire of the property it should contact OTC as soon as reasonably possible prior to departure. In the event the Hirer does not have phone reception at the location where they are staying, the Hirer must make reasonable efforts to make a call from a nearby public telephone, send us an email or visit our farmhouse.
OTC will then consider the complaint and take action to resolve this itself as soon as reasonably practicable. In no circumstances can compensation be made for any complaints that are made after the hire has ended, or where the Hirer has denied OTC the property the opportunity to address the issue during the Hirer’s stay.
OTC do not accept responsibility for work taking place outside the boundary of the property, or for noise or nuisance resulting from third party activity over which OTC have no control.

19.  BEST PRICE GUARANTEE 

We guarantee you always get the lowest price when you book your holiday property directly through us. To qualify for our Best Price Guarantee, you must find the same property, for the same party size, over the same date period and notify us within 24 hours of your booking, in writing by post or email. The lower price must be viewable by anyone prior to booking and bookable by anyone, i.e. not a negotiated rate, a member rate, an offer applicable to only part of your stay or an offer which requires a credit card number or code to see. This offer does not apply to any optional extras, service charges or other fees and excludes changes in currency conversion rates. We will then validate your claim within 48 hours. The same property must be available for booking at a qualifying lower price in the same currency when we validate your claim. 
If your claim is successful, we will notify you in writing by post or email and refund the difference or adjust your outstanding balance. Only one claim may be submitted per booking. 
OTC reserves the right to deny claims if we believe that the Best Price Guarantee is being intentionally abused or manipulated to circumvent its intent. A claim may be invalidated if you make any changes to the reservation after the claim has been submitted and approved.

20.  DATA PROTECTION

OTC will process your data in accordance with its Privacy Policy and which also details your rights and how to contact us in relation to any data protection queries.
At all times your data will be held securely and protected in line with OTC’s obligations under UK data protection legislation. Your party names and contact details will not be shared with anyone outside of OTC.

21.  PRIVACY POLICY

Specifically, this privacy policy provides you with details about the personal information we collect and hold about you, how we use your personal information, and your rights regarding the personal information we hold about you. 

Please read this privacy policy carefully – by continuing to access or browse our websites, or by requesting the provision of services from us, you confirm that you have read and understood this privacy policy in its entirety. 

We collect, store and use your personal details as outlined above for our legitimate business interests, so that we can fulfil both your immediate and any potential future holiday booking or enquiry needs.

This storage and use of your personal information allows you to be contacted about both your current booking or enquiry, and also allows us to update you with offers, opportunities and developments which could be both interesting and beneficial in the future. We do not believe that this storage and use will unduly prejudice your rights or freedoms.

We retain information (including personal information) for the minimum reasonable time period to allow us to provide our services and will delete it after that time. The only exceptions are in cases where we need to keep limited personal information to comply with our legal obligations, resolve ongoing disputes, or enforce our agreements.

Should you require more detail about our retention timescales for a specific category of data or information please contact us at bookings@oaktreecottages.co.uk

You have certain rights in relation to your personal information. If you would like further information in relation to these or would like to exercise any of them, please contact us at bookings@oaktreebookings.co.uk at any time.


22.  LEGAL

In the event of any dispute between parties it shall be referred to the jurisdiction of the English courts only and any actions shall be heard in the court for the area in which the property is situated. Any contract between the parties shall be governed by English law and jurisdiction. Any disputes arising between you and OTC, if not mutually resolved, shall be referred to a single arbitrator agreed, or in the default of such agreement, to the President for the time being of the Law Society or Institute of Arbitrators. In either case, such arbitration would be subject to the provisions of the Arbitration Act of 1996 or any statutory modification thereof for the time being in force. All parties will contribute equally to the cost of Arbitration. These Booking Conditions supersede any previous issues.

Find us

Church Farm, Church Farm Road, East Ruston, NR12 9HJ

Call us to book

01692 773 259