Terms & Conditions of booking and Cancellation Policy
Below are our general Terms and Conditions of booking. We want all our guests to feel confident when booking their stay at Rock Cottage so please get in contact if you require any of the Terms to be explained further.
Terms and Conditions
General
This is a legally binding contract between the property owner, Charlotte Lovelock t/a Rock Cottage Padstow and the holidaymaker. The property owner is also referred to as “we” and “us”.
The holidaymaker is the person who signs the booking form or, in the case of online booking, the person who makes the online payment. This person is responsible for ensuring all members of the holiday party accept and adhere to these terms and conditions. The holidaymaker is also referred to as “you”.
The property referred to being Rock Cottage Churchtown St Issey Cornwall PL27 7QB United Kingdom.
Bookings
A booking deposit is payable within 7 days of the provisional booking being taken. The booking is taken on a provisional basis until the deposit has been paid in full and funds cleared through the banking system (where appropriate). The booking then becomes confirmed. Until the booking is confirmed, it can be cancelled at any time without prior notice.
The balance of the rental charge, along with the breakage deposit, is payable not less than 6 weeks prior to the start of the holiday. Failure to pay the deposit or balance in full by the due dates will constitute a cancellation of the holiday by the holidaymaker. Please be sure to note the due dates of these payments as reminders are not routinely issued.
Bookings made less than 6 weeks prior to the arrival date must be paid in full at the time of booking.
Cancellation by the Holidaymaker
Cancellation of the booking by the holidaymaker should be made in writing and sent by email to charlotte@rockcottagepadstow.com. You must not treat your booking as cancelled until you have received a reply (this is to prevent emails getting lost in spam. If you are concerned your cancellation request has not been received then please telephone 07762286048).
The deposit paid at the time of booking is non-refundable.
In the event of a cancellation, we will attempt to re-let the property and if successful, the holiday maker will be refunded. If the property is let at a reduced rate then the holiday maker will only receive a refund of the reduced rate.
Where we are unable to re-let:
Cancellations made more than 6 weeks before arrival will receive a 50% refund (of the balance payment already made, excluding the deposit)
Cancellations less than 6 weeks but more than 4 weeks will receive a 25% refund (of the balance payment made excluding the deposit)
For cancellations less than 4 weeks before arrival no refund is payable.
We strongly recommend you take out holiday cancellation insurance. We are happy to provide confirmation of bookings and copies of documentation for the purpose of making holiday insurance claims.
Cancellation by the Property Owner
The property owner will endeavour to make sure the stated property is available for the dates contracted. In the unlikely event the property becomes not available and the property owner has to cancel the booking, the property owner will endeavour to find the holidaymaker suitable alternative accommodation. If suitable alternative accommodation cannot be found, the holidaymaker shall be entitled to a full refund. The property owner shall only be liable to return the monies received. No compensation or consequential losses shall be paid.
Miscellaneous
Whilst every care is taken to provide a true and accurate description of the property, over time, alterations are made and some things do change. The holidaymaker accepts that no refunds are available for such discrepancies.
The property owner reserves the right to enter the property, at a reasonable time, in the event of an emergency or remedial repair work being required.
The property owner is entitled to ask the holidaymaker to leave the property without any refund if, in the property owner’s opinion, the behaviour of the holidaymaker and/or his/her party is unacceptable. This includes, but is not limited to, the holidaymaker or any of their party not adhering to any covid guidance.
The property owner reserves the right to refuse entry to anyone, who in the property owner’s opinion is not suitable to or capable of taking charge of the property.
The property owner reserves the right to ask the holidaymaker and their party to leave the property, without refund, should the behaviour of the holidaymaker and/or their party be considered by the property owner to be unreasonable. Rock Cottage does not permit stag or hen parties or any events/parties – it is to be treated as a domestic home throughout the stay.
Number of Guests
The maximum number of people entitled to stay at this property is clearly listed in it’s description and furthermore, only those people named on the booking form are entitled to stay. No additional guests are permitted. If it is found that more people than agreed are using the property, this will be considered a breach of contract and the holidaymaker and his/her party will be asked to leave immediately without any refund. Sub letting or assignation of the let is prohibited.
Pets
Dogs are allowed in the property subject to the property owner’s agreement. All dogs must be house trained and the number and type of dog must not exceed what was agreed at the time of booking.
Dogs must not be left unaccompanied in the property at any time and must not be allowed on the beds or uncovered furniture. Please refer to our Dog Page on our website for further rules. The holidaymaker shall be liable for all damage caused by his/her dog or any dog belonging to the holidaymaker’s party. A charge will be made for any additional cleaning required or damage caused. The property owner cannot be held responsible for any accident or injury to a pet during their stay.
Arrival and Departure Time
Every effort will be made to have the property available from 16:00 on the day of arrival. The property must be vacated by 10:00 on the day of departure. Late departure will result in an additional charge being made. Information about keys and how to collect them will be provided once full payment has been received.
Liability
The property owner takes no responsibility for the personal possessions of the holidaymaker or the holidaymaker’s party. Vehicles and possessions are left entirely at the risk of the holidaymaker. Holiday makers are strongly suggested to insure their personal items as they are not covered under the Property Owner’s Insurance.
Children must be supervised at all times.
Cleaning
We would like to think the holidaymaker and party would treat the property as they would their own home and at the end of the holiday the property is left in a clean and tidy condition. The property owner retains the right to make an additional charge for cleaning should the property not be left in a similar condition to the way it was found at the start of the holiday.
Breakages
The holidaymaker should make every effort to keep the property, fixtures and fittings and all contents in the same state of repair and condition as at the start of the holiday. Any accidental damage or breakages should be reported to the property owner (or their representative) prior to departure. The property owner retains the right to make an additional charge for damage and breakages although it should be noted that minor breakages and reasonable wear and tear (in the opinion of the property owner) will not be charged for.
Electric Vehicles
The charging of electric vehicles from the domestic supply is NOT permitted. Cornwall Council maintain a list of charge points on their website.
Complaints
Every endeavour is made to ensure your stay with us is memorable for all the right reasons. However, we do recognise that from to time things do go wrong. In these circumstances, it is the responsibility of the holidaymaker to make any such problem known to the property owner (or their representative) immediately it becomes apparent, thereby giving the property owner the opportunity to correct the situation. Unless this procedure is followed, no subsequent claim will be entertained.
The property owner will make every endeavour to rectify any identified problems as soon as is reasonably possible.
Return of Breakage Deposit
Any breakage deposit, minus any deductions, will be returned to you within 14 days of the departure (and in practice often much faster).
T&C Version 3