Terms and Conditions

BOOKING TERMS & CONDITIONS

The company

Charteroak® is the trading name of Stonerush Limited, Southern Halt Limited, Stafford Moor Ltd. and Manleigh Park Limited, part of SRG Parks Limited, all UK registered companies, your booking contract will be with the chosen park, but we refer to ourselves as Charteroak®.

The agreement you make when booking your holiday

When you book a holiday or short break with us there will be a contract between yourself and Charteroak®. The person making the booking accepts the contract on behalf of all members of your party and is responsible for making sure they adhere to our booking terms and conditions. Please note that we are unable to accept bookings from anyone under the age of 18 years. Large group bookings must be made over the phone. Applicable to all our Parks not transferable, maximum duration of your stay is 28 days.

Special offers and promotions

Please ensure that you mention any special offers when you make your booking. We regret that we cannot add them after any payment has been taken. Please note that special offers are entirely subject to availability and may be withdrawn at any time. Special offers cannot be combined with any other discounts or promotions and are limited to one special offer per booking.

Deposits and paying the balance of your holiday

When making your booking we require you to pay a deposit 20% with the remaining balance of your holiday due for payment 6 weeks before your arrival date. Please note that when making last minute bookings for arrivals within 6 weeks, you will be required to pay the balance of your holiday in full at the time of booking. Your balance is due and payable by the date printed on your invoice (6 weeks before your holiday start date). Please be aware that if the deposit and/or balance are not paid on time we may cancel your booking. We reserve the right to refuse any booking without explanation. If payment is not made by this date, then we will assume that your holiday has been cancelled and we may re-sell the holiday to another customer.

Alterations to your holiday booking

Your booking shall be in accordance with the details confirmed at the time of booking. Your booking is non-transferable and non-alterable. If you do wish us to make an alteration to your booking, we will use reasonable endeavours to accommodate your request, but no guarantee can be given. An administration fee of £25 may be charged per booking for making any alteration to your booking and increased rates may apply for altered accommodation and/or timings. Where an alteration results in a reduction in duration and/or is for a downgrade in property, no refund will be given, but we will attempt to waiver our administration fee where possible. Once the contract is made it cannot be transferred to anyone else or changed (including the members of your party) without our agreement.

Prices

All prices in our published tariff and those published on our website include VAT at the current rate. If the VAT rate increases all prices will change to reflect the increase. The holiday price paid at the time of booking will be the final price you pay and will not change, unless you make a change to your booking. Please note that we reserve the right to change our pricing/tariff at any time; however, this will not, under any circumstances, affect bookings already confirmed. Offers cannot be used in conjunction with any other promotion or discounted offer and may be withdrawn at any time prior to the Contract being formed. Retrospective refunds are not permitted against any price adjustment, promotion or discounted offer advertised after such time a Contract is made. Discount codes or promotions cannot be added retrospectively. Certain accommodation units are sublet on behalf of the owners who are not registered for VAT. In this case the total cost of your holiday is not subject to VAT, but a further handling fee is charged, so the price for the holiday will remain the same.

The Price includes:

Use of your accommodation for the permitted number of guests as per the capacity of the property
Any other amenities or services described as included in the price of your break in the information provided to you on our website (which vary depending on the type of property you book).

Prices do not include any additional services, features and facilities unless they have been specifically included as part of a promotion to your booking. Additional services, features and facilities and details of how to book them can be found on our website www.charteroak.co.uk . Please note that with holidays that are booked with one of our external partners, an additional separate agreement may be required to be entered into as this has been not advertised or promoted by Charteroak®.

Good housekeeping bond

Please note some for some accommodation we may charge a 'good housekeeping bond', which will be included alongside the charges quoted to you during the Booking process. If applicable to your Booking, we will tell you during the Booking process that we will hold the payment details you used to make your Booking in order to collect the ‘good housekeeping bond’ via this payment method (if appropriate) and you authorise us to take this payment. If the payment details you have used to make your Booking have expired or cannot be used by us to collect the ‘good housekeeping bond’, then we shall contact you to arrange immediate payment of the bond from you. If you cancel the payment method provided to us for this purpose you must immediately provide us with an alternative payment method and authority for us to use it.  If we do collect all any part of the bond, we will notify you in writing of the reasons for doing so. 

 

Special requests

Please note that we will do our best to meet any special requests. However, we are unable to guarantee any special requests. Special requests do not form part of the booking contract and are not a condition of booking. No compensation will be offered should we (Charteroak®) be unable to fulfil any 'special requests' made at time of booking.

Allocation

Please note that whilst you may have requested an accommodation, we reserve the right to move your reservation to another accommodation of the same standard. We are unable to guarantee a specific accommodation number or if you booked more than one that these will be next to each other. This is in the event of any situation arising that we have no control over – such as maintenance issues etc. No refunds will be given in this instance.  We reserve the right to amend your reservation into alternative properties, sometimes more than one property and to a different standard, should we deem it necessary.  We will notify you of any changes and our reasons for this at our earliest convenience.  No compensation will be paid in this instance.

Who is in your party?

It is important that you confirm who will be joining you for your holiday or short break. Only those people listed on your booking confirmation can occupy your holiday accommodation. For safety and security reasons, we require that all children and babies are counted within your party totals. The total number of guests must not exceed the maximum capacity of the accommodation as advertised in our brochure or on our website. Large 'all male' or 'all female' group occupants and/or stag and hen parties may be subject to a further 20% deposit and may be refused on the discretion of the management team. Please note that failure to inform us (Charteroak®) of large same-sex parties at the time of booking could result in a refusal to enter the accommodation and/or cancellation of the booking with potential loss of payment made.

Guests with specific needs

Guests with disabilities are welcome at all our Parks. If your party includes someone with any specific needs, you should tell us about this before you make a booking. We can try to ensure both the accommodation and park are entirely suitable for you and your party. If you do not inform our staff upon booking, we cannot be held responsible if the accommodation or park is not suitable. Guests using hypodermic needles e.g. diabetics, must ensure they are able to safely dispose of their equipment. Please contact our team on 01503 220220 for our Cornwall parks and 01271 883353 and we will assist wherever possible.

Children

All children must always be properly supervised by parents or guardians throughout your holiday.  Children always remain the responsibility of their parents or guardians. Please make sure you always know where your children are. You should take particular care and supervise all children around our waterways, lake areas and all public areas.

Before you Arrive

 We request that you make us aware of any extras you require in your accommodation such as cots, highchairs. Should we not be informed of this before arrival we cannot guarantee that these will be made available to you. If you are bringing a dog with you then you must inform us prior to arrival, failure to do so may result in your booking being terminated.

Arrival and departure times – Parks

Your accommodation will be available for you from 16:00hrs on your arrival day.  If you think you may arrive after 19:00hrs on your arrival day you must let us know in advance and we will leave your key in a nominated place or person for you to collect on arrival.  If you do not inform us and your accommodation is not occupied on the advertised arrival time the day following your booking start date, we shall treat your booking as cancelled and re-let the accommodation. Please kindly vacate your accommodation by no later than 10:00hrs on your departure date.

We are unable to guarantee an early check in, even where your travel arrangements result in you arriving on the park prior to 4.00pm. You are more than welcome to use the facilities on site either side of these times. 

Please be careful on property balconies and always supervise dogs and children on them. Balconies are used at your own risk. The layout of the accommodation varies, should you have a specific requirement for the bedrooms in the accommodation please let us know at your earliest convenience.

Hot Tubs

Several of our Parks have accommodation featuring Hot Tubs. We request that you do not tamper with any of the electricals on your hot tub.  Should you tamper with these and it results in the hot tub being drained and refilled you will be charged for this. If you book accommodation with a hot tub, we cannot guarantee that the hot tub will be heated to temperature on the day of arrival as it would have been drained and refilled in between lettings. The hot tub will be working on the first morning of your stay.  Hot tubs are not to be used after 10pm.

No children under 4 years should use the hot tub and bathers under 16 must be accompanied by an adult.
You should consult your doctor before use if you are receiving medical attention or have a long-term illness.
Avoid using the hot tub if you are under the influence of alcohol, have eaten a large meal, are pregnant, or are on medication. Only use the hot tub after seeking medical advice if you have a condition that is affected by heat for example, a heart condition or high or low blood pressure.
No food, glass, liquids, pets, bubble bath or oils allowed as these may result in the hot tub having to be drained.
You should get out of the tub if you start feeling unwell, uncomfortable, giddy or faint.
We recommend for safe use that you remain in the hot tub for a maximum of twenty minutes at a time and have a rest period of between 10 and 20 minutes. Overuse will affect chemical balance and overall enjoyment.
Please take care when getting in and out of the hot tub as the decking is slippery when wet. Please keep your voice down after 10pm and do not use the hot tub during a storm.

Allergies and smoking

If any member of your party suffers from an allergy, we would strongly recommend that you do not book accommodation before making us aware. We have allocated pet-friendly (dog) units, so that we can track where pets have been, for people who have an allergy to them. If you have any specific dietary requirements or allergies, then please speak with our bar and restaurant teams prior to making any food and beverage purchases. All of our accommodation is strictly non-smoking. Please respect this request for the comfort of other guests. Any guests found to be disrespecting our no-smoking policy will incur additional charges at the discretion of the park on departure (this may include paying additional nightly room tariffs where we are unable to offer the room to another guest due to the lingering smell of smoke as well as any additional deep cleaning costs).

Pets

Most dog breeds are welcome at our Parks and in specific 'pet-friendly' holiday homes with a maximum of two dogs per unit of accommodation. Please contact the Parks directly for permitted areas of access on park. Some breeds of dog including those listed in the Dangerous Dog Act are not allowed. You must give us details when you book to obtain our agreement to bring a dog onto our Parks. Guide/assistance dogs assisting visually impaired guests are exempt from these charges. Pets must always be kept on a lead under the control of a responsible adult and wear a collar with an identity tag. You must clean up after your pet. Dogs should not be left unattended in accommodation, in vehicles or elsewhere on the park and must not be allowed on bedding or seating. If we think your pet is causing a nuisance, damage or is distressed whilst on one of our Parks, you will be required to remove your pet from the park. Please be considerate of other guests always. Dog Charges will apply.

Use of your holiday home

You are responsible for any damage to your holiday home during your stay. The park management team reserves the right to enter your accommodation under special circumstances e.g. emergencies. Please note, cots and highchairs can be provided for use during your stay for a minimal charge and must be requested at time of booking - these are subject to availability. Please ensure that you bring your own cot linen.

 At the end of your holiday, please leave everything in a clean and tidy condition. We ask that guests deposit all their refuse and recycling in the recycling centre on park. Please ensure that you use the correct section for the appropriate kind of refuse you are disposing of. 

For extended stays that are longer than 14 days, we will access to your accommodation on the 14th day to carry out a housekeeping and maintenance check and to replace the linen.

Your personal possessions

Please note that you are responsible for your personal possessions on the park and in your holiday home- Charteroak® are unable to accept any liability for any loss or damage of your personal belongings during your stay.

Bed linen

We provide all bed linen and towels for guests to use during their stay with us, except for cot linen which you should bring with you.   Please leave all used linen and towels in your accommodation upon check out. 

Construction and Maintenance

Improvements, maintenance and refurbishment to lodges, the facilities and the grounds are carried out throughout the year. We will always do our best to ensure that guests are not inconvenienced. No compensation will be paid if a facility is not available, but we will do our best to provide a suitable alternative. As we continue to improve our Parks there may be some development work being carried out during your stay. We will try our utmost to ensure you are made fully aware of these prior to arrival and provide photographs of the developments where possible.  

Internet Access

All our Parks have access to Wi-Fi Please contact the park directly for locations, connectivity and speed. (Speed may vary per park) Limited Wi-Fi currently at Manleigh Park.

Our Parks

Most of our Parks are in country or coastal locations and as such, we try to preserve the rural character of the area. Therefore, the park may have areas of uneven ground, unmade tracks/paths/roads and limited lighting. We ask that you take special care to avoid accidents. Some Parks may also have lakes, ponds, rivers and other features. These may be shown in your 'Welcome Pack' and you should ensure that you always familiarise yourself with the park and its features and supervise children appropriately. Take note of all safety notices throughout the park. 

Your car

We would ask that you comply with all park speed limits, designated parking areas and other traffic regulations on the park. Vehicles are brought onto our holiday parks at your own risk and we will not be held responsible for any loss or damage except where it is caused by our negligence. Communal car parking bays are for all guests, contractors and company staff and are available on a first-come first-served basis only. Parking varies by park, please contact the park directly for clarification.

Behaviour on Parks

Our Parks are primarily used by families, and we respectfully ask that the behaviour of yourself and your party reflects this fact. Noisy, offensive or inappropriate behaviour, or actions likely to cause harm or offence to any other guest, member of our staff or anyone’s property at the holiday park will not be tolerated. You will be required to leave immediately in which event you will not be entitled to a refund.

We reserve the right to refuse entry to and/or eject any person who, in the reasonable opinion of the management team of the park, does not comply with these standards of behaviour. No refunds will be issued in these circumstances. If, in the reasonable opinion of the management of the park, we believe that you or any member of your party (Adult or Child) may not comply with the above terms, we reserve the right to refuse entry or not to hand over accommodation to any person or groups of persons at our discretion. In such cases a full refund will be issued to the lead name on the booking. Ejection on grounds of behaviour, in the event of persistent or serious misconduct by you, a member of your family, visitors or guests, we will ask you to leave immediately.

Please note that we may operate CCTV cameras at our discretion on our holiday Parks both for crime prevention and safety reasons.

Our service to you

We will do all that we can to ensure you enjoy your holiday with us. Occasionally problems may occur; if they do, or you have any concerns about your holiday while staying with us, please report on park reception immediately. Please be aware that we cannot be held responsible for any issue you experience during your stay with us, of which you did not inform us whilst on-site. We will work hard to resolve any issues you may experience whilst you are here on our park. If any issue is not resolved during your stay, you must notify us in writing, as soon as possible (and in any event within 28 days of the end of your holiday). We regret that letters received more than 28 days after your holiday may be deemed irrelevant.

If we make changes to your holiday

The operation of our Parks is subject to legislation and guidelines laid down by the Health and Safety Executive and Local Authorities and their codes of practice. Likewise, there are other circumstances beyond our control that may affect the services and holiday booked and we accordingly reserve the right to adjust our services in order to meet these standards and possible issues. Very occasionally it may be necessary that certain accommodation or a facility may have to be temporarily withdrawn, or changed due to maintenance, renovation, extreme weather conditions or changes in government legislation, or any other factors outside of our control. We reserve the right to make such alterations in the above circumstances without prior notice and are unable to accept liability for the loss of an advertised facility, or to pay compensation for any inconvenience caused. Should any changes occur, we will make you aware of these, where made prior to booking and will use reasonable endeavours to advise guests already booked of any alterations made after their booking and before their holiday commences.

Cancellation by us

Very occasionally, in exceptional circumstances, we may have to cancel your booking. If we must do so we will inform you as soon as possible and you will be offered either a full refund or alternative holiday arrangements. If we need to cancel your holiday due to circumstances beyond our control (Force majeure) we are unable to refund any monies paid. We recommend you have holiday insurance to protect you against this. If we cancel and refund your holiday, we will have no further liability to you.

Cancelling your holiday booking

Should you need to cancel your booking you must advise us by telephone and then confirm this cancellation in writing to us by post, fax, or email quoting your booking reference number. Your cancellation will only be as effective as at the date we receive your written confirmation. Our cancellation charges are those detailed below:

Period before arrival                             Cancellation charges as a % of total cost                                                                                                                          More than 30 days                               Loss of deposit                                                                                                                                                                      30 – 22 days                                        50%                                                                                                                                                                                        21 – 15 days                                        60%                                                                                                                                                                                        14 – 8 Days                                         80%                                                                                                                                                                                          7 days or less                                      100%

To help protect against unforeseen we strongly advise that you take out holiday insurance to protect against any potential loss of your deposit in the event you need to cancel your booking. If you need to cut short your holiday after it has commenced, we regret that we are unable to refund any monies paid.

Website accuracy

Whilst every care is taken to ensure that the details on our website, including any promotions, are correct at time of being published, we cannot accept responsibility for errors contained therein or results thereof. We are not responsible for unforeseen events or matters over which we have no control. While we do our best to ensure that all information is up to date and accurate, there is always possibility for human error. All accommodation and holidays are subject to availability. All images used are representative and are used for illustrative purposes only.

Our liability to you

We accept liability for any loss or damage you may suffer as a result of our negligence or wilful default, but otherwise are not liable to you for any loss or damage you may suffer. Our liability to you is limited to the cost of your holiday less any insurance premium, except in the case of death or personal injury.

TV filming and photography

Due to the popularity of Charteroak, we receive requests from television and other companies to film or photograph on our Parks. We also undertake our own promotional filming & photography. Every effort is made to ensure filming does not intrude into or affect any holiday activity and that it is clear to guests that filming/photography is taking place. We will not accept responsibility if, contrary to your wishes, you appear on film or in photographs and we are unable to make any financial award or payment of any kind.

Call Recording

Calls to Charteroak® are recorded and maybe used for training & security purposes.

Functions

Our Parks may from time to time hold private functions on the premises. Please note, no compensation will be offered of any kind in this instance. We will make every effort to inform you as soon as practically possible.

Licensing Laws

In accordance with UK licensing laws, we can only sell alcohol to persons aged 18 or over. We may require you to show proof of age using an approved form of identification. We accept the following forms of ID at Parks: full passport, a new style driving licence incorporating a photograph or a valid proof of age card. Please drink responsibly.

Infectious diseases

Infectious or contagious diseases could easily be passed to other guests while on holiday. You must inform the Park Manager should you contract any such illness while on holiday. In order to protect our guests and staff, anyone found to have such a condition may be confined, or in extreme circumstances, requested to leave the park. Please note that in such circumstances we are unable to offer refunds and we therefore recommend you take out your own insurance.

Feedback

In the unlikely event there is any problem with the Accommodation or the park, please inform us immediately at Reception. We will endeavour to resolve the issue as quickly as possible during your stay. If, at the end of your holiday, you feel that we have not dealt with your feedback satisfactorily, please write to the park within 28 days of your return. You will then receive acknowledgement allowing us 14 days to investigate.  Charteroak® cannot accept any liability in relation to any shortcomings or claim of whatever nature, if you fail to notify us of any complaint during your holiday, allowing us the opportunity to resolve any issues to your satisfaction whilst you are with us. Due to data protection, we are only able to discuss feedback & booking details with the lead booker.

Information you have given us

The information you give us in connection with your booking is held securely on our computer system and dealt with in accordance with the Data Protection Act and the EU General Data Protection Regulation (GDPR). By providing us with this information you (and the rest of your party) are deemed to accept and agree to all our terms and conditions. It is the responsibility of the lead name on the booking to ensure that the rest of their party are aware of and agree to our terms and conditions. We keep your information to help us improve our service to you and to help provide you with information about the services which we offer. We will not disclose this information to any person outside of Charteroak®, their agents and contractors unless we are legally required to do so, or for the purposes of crime prevention.

These Terms and Conditions are correct at time of publishing and may be subject to change. Revisions to these terms and conditions will be published here on our website. Last updated: March 2023

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