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Booking terms and conditions

Our terms and conditions offer essential guidance about information such as cancellations, amendments and pets.

Booking terms and conditions

The parties

The parties to this Contract are:

(a) "the Customer": the person who makes the booking, being 18 years of age or over and who shall assume responsibility for all party members and visitors; and,

(b) "the Owner": the Duchy of Cornwall.

Commencement and operation of Contract

This Contract only comes into operation when the Owner issues a written confirmation form to the Customer following receipt and upon processing of the appropriate deposit.

A booking for a holiday will only be confirmed when a deposit of 25% has been received by the Duchy of Cornwall.

The Owner has the absolute right to refuse any bookings. In this case, monies received will be promptly returned to the Customer. The Owner reserves the right to cancel or alter arrangements made for the customer, whether before or during the relevant visit (a) Where any error has arisen regarding availability, (b) in any circumstance that arises from or is attributable to acts, events, omissions or accidents beyond the control of the Owner or (c) where in the reasonable opinion of the Owner, it is necessary to perform or complete essential remedial or refurbishment works.

The balance of the booking cost must be received by the Owner no later than eight weeks before the Customer's arrival date.

If the Customer books less than eight weeks before the arrival date, payment of the total cost including the deposit shall be due immediately.

The holiday price includes value added tax. If VAT rates change, the Owner reserves the right to amend prices accordingly.

All payments shall be made to the Duchy of Cornwall.

Cancellation

(a) By the Customer

Non-payment of the balance of rent by the due date will cancel the booking and the booking deposit of 25% of the total cost of the holiday shall be forfeited. 

The booking may be cancelled at any time before 8 weeks by the Customer giving the Duchy of Cornwall notice in writing. On receipt of written cancellation the Duchy of Cornwall will endeavour to re-book the accommodation for the holiday period and, if successful for the whole or part of the period, will refund the relevant proportion of the money paid less £100 to cover office administration. The Duchy of Cornwall reserves the right to discount the cost of a cancelled week for late availability bookings, which may lead to no refund being payable.

If the customer cancels the booking for any reason following payment in full for the holiday, the entire sum paid is forfeited.

Once a booking has been accepted by the Duchy of Cornwall it can only be changed to either another property or different dates by treating the original booking as a cancellation. Please refer to applicable cancellation terms above.

You are strongly advised to take out either independent holiday cancellation insurance or Booking Protect cancellation protection to cover you for having to cancel your holiday due to any conditions which may affect your journey to the property booked. Force majeure includes any event which we could not, even with all due care, foresee or avoid. Such events will usually include (whether actual or threatened) war, riot, civil strife, terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, epidemics, fire, closure, restriction or congestion of airspace, airports and ports and all other events outside our control or the UK Foreign Office advice. Please refer to applicable cancellation terms above.

(b) By the Owner

If, due to circumstances beyond the Owner's control, the Customer's booking is cancelled, the Customer shall be refunded the full amount of the booking in an equal amount to time remaining. We cannot, however pay any compensation or expenses as a consequence of such an event.

Commencement and termination of stay

The Customer should arrive no earlier than 4pm on the start date of the holiday and leave no later than 10am on the final day.

Occupancy

The number of people occupying the property should not exceed the maximum number stipulated in the brochure or on the website.

The Customer must not use the accommodation or allow its use for any dangerous, offensive, noisy, illegal or antisocial activities or carry on there any act that may be a nuisance or annoyance to the Owner or any neighbours.

No fireworks, Chinese or sky lanterns (or other lights or illuminations that have naked flames) should be let off from the property (including any garden or grounds).

The accommodation is designed for family use, not for youth groups or student parties. The Owner is entitled to refuse to hand over and to repossess the accommodation if the Owner reasonably believes that any damage is likely to be caused by the Customer or the Customer's party.

Sleeping in vehicles, including caravans, parked in or around the property is not permitted.

Care of property, damages and breakages

The Customer undertakes to take reasonable and proper care of the property, including all of its contents and surrounds, and to leave the property in the same state of repair, condition and tidiness as at the beginning of the stay. The Customer must notify the Owner immediately of any breakages or damages. The Customer may at the Owner’s discretion be required to reimburse the Owner for replacement, repair or any extra cleaning costs.

Pets

Well trained dogs (a maximum of two) are accepted only in the cottages indicated in our literature on the condition that they are not allowed upstairs, on the furniture, and especially the beds, nor left unattended in the accommodation. A charge of £30 per week will be made for each dog (guide dogs for the blind and hearing dogs for profoundly deaf people excepted). No other domestic pets can be accepted.

Smoking

Smoking is not allowed inside any part of the property.

Linen and services

There are no additional charges for linen, electricity, heating, gas and water services.

Liability

The Owner accepts no liability for any accident, damage, loss, injury, expense or inconvenience that may be suffered, incurred, arrived out of, or in any way connected with, the rental.

The provision of wireless broadband internet access is a complimentary facility and the Duchy of Cornwall accepts no liability for loss of coverage or quality where technical problems are experienced.

The Duchy of Cornwall cannot accept liability in the event that the swimming pool or other complimentary facilities should become unavailable at Restormel Manor.

If the property booked becomes unavailable or unusable for any reason before the start date of the holiday or during the stay, then the Owner’s obligation will be:

Please note that our properties are in a rural environment and can be subject to environmental conditions beyond our control such as fly problems at certain periods of the year, high pollen levels from crops, smells from agricultural activities on neighbouring farms, and so on. Field mice may also very occasionally require trapping if any evidence is found in a property and this activity would be carried out during your stay and would not render the accommodation unserviceable.

Many of our properties also have bats in roof voids and nesting birds under eaves, which are protected by law.

If there is a breakdown of any of the utility services at the property (ie. heating, electrics, broadband, etc. the Owner will endeavour to get the problem fixed as soon as possible and will take any appropriate steps to provide an alternative source of heat/power if possible. No refunds will be provided for any loss of amenity in this respect.

Rights of entry

The Owner shall be allowed the right of entry to the property at all reasonable times for the purposes of inspection or to carry out any necessary repairs or maintenance.

Repeat bookings

The Owner accepts no obligation to reserve specific weeks on an annual basis. Where tariffs are published on the website and weeks are shown as available, we will accept any booking subject to compliance with our terms and conditions.

Complaints

Every care is taken to ensure that properties are presented to Customers to a high standard. Should the Customer at any time believe there is a problem, or a cause for complaint, the Owner should be contacted immediately. This does not affect the Customer's statutory rights.

Property descriptions and all details written (and verbal) both in our brochure and on our websites are given in good faith and are believed to be correct, but their accuracy cannot be guaranteed. We reserve the right to amend our property prices quoted on the internet due to error or omission.

Complaints which are not reported immediately, during the holiday, will not be entertained subsequently and certainly not after the end of the rental period. The Owner must be given the opportunity to rectify any problem identified by the Customer during their stay.  No correspondence will be entered into in respect of complaints made on the day of departure or after the Customer’s return home, when no opportunity has been provided for the Owner to rectify the problem.

Updated November 2017. 

The Duchy of Cornwall shall be entitled to vary, amend and/or otherwise change these terms and conditions at any time without prior notice.

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