Description
Whilst we make every effort to describe the property and facilities as accurately as possible, and to keep information up-to-date, the facilities may vary due to updates at the property.
Images of the property on the website and other advertising are for illustrative purposes only and you accept that images on the website may not represent specific changes, additions or omissions to decor, furniture, furnishings, appliances, planting and artworks whether internal or external and whether permanent or temporary.
Booking Deposit
You agree:
To pay the booking deposit of 30% at the time of booking. We will hold dates for a maximum of 48hrs before releasing them if no deposit has been received.
To pay the balance of the rental fees and returnable housekeeping bond 42 days before the start date of the rental.
That you are one of the guests staying at the property and that you are at least 25 years old.
That unless otherwise agreed in writing, the property shall not be let to groups of three or more people of the same sex (unless they are members of the same family, but from different generations).
That by paying a booking deposit or other rental fees, you understand and are agreeing to these terms, and ensure that all guests are aware of, and comply with, these terms.
Upon booking confirmation by email, a binding contract, incorporating these terms, will come into existence.
We reserve the right to refuse a booking at any time, but will of course treat everyone equally and fairly.
Rental Fees
If you have not paid the balance of the rental fees by bank transfer on the date specified, you will be deemed to have cancelled the booking.
Availability
In the unlikely event that the property becomes unavailable for the rental period for any reason, we will let you know immediately and you will be refunded the full amount of rental already paid. You will have no further claim against us.
Housekeeping Bond
The returnable housekeeping bond is the maximum amount chargeable to you in respect of any damages and other costs incurred that are attributable to you or other guests in relation to your stay at the property. The housekeeping bond is £200 payable at the same time as the rental fee. The housekeeping bond will be returned to you within 10 days of the end of the rental period.
We will notify you if we intend to charge all or part of the housekeeping bond.
We will provide receipts or other evidence of incurred costs whenever it is reasonable or practical to do so, but reserve the right not to do so in certain situations (an example would be where damage has been repaired by ourselves using our own time and skill and trades-people have not been contracted).
In the event that any of the costs identified exceed the housekeeping bond, you agree to pay such further costs to us following receipt of our written request, together with such supporting evidence (where available) as may be reasonably requested by you.
If any such damage necessitates an insurance claim by ourselves, you may be contacted directly by the insurer to recover the cost of the claim.
Any such damage, destruction, loss, defect or disrepair affecting the property or any fixtures, fittings or effects at the property must be reported to us as soon as it comes to your attention;
The housekeeping bond may be applied against any costs incurred by us in relation to:
(a) remedying any damage to the property, fixtures, fittings and effects at the property caused by you or any guests;
(b) your failure to deal with refuse (in this case a minimum charge of £25 will be made);
(c) returning any items that you or any guests leave at the property and wish to have returned (in this case a minimum charge of £10 will be made);
(d) performing any additional cleaning at the Property when it is not left clean and tidy, which shall be determined at our absolute discretion, and will be charged to You at cost;
(e) performing any speciality cleaning to linen or soft furnishing for the removal of marks or stains (in this case We reserve the right to make a minimum charge of £50, and this shall be determined at our absolute discretion);
(f) removal of dog poo that has not been picked up anywhere within the property boundary. (£25)
(g) cleaning of barbecue not left in a reasonable state (25)
(h) the replacement of any items that may have been removed from the property including linen (which will be replaced at cost but in this case We reserve the right to make a minimum charge of £20);
(i) any late departure by you or any guests unless otherwise agreed (in this case we reserve the right to make a minimum charge of £20 per hour or part hour);
(j) any unreturned keys for which a charge of £50 will be made. We reserve the right to charge a callout fee of £25 per hour if you request or require us or our representative to attend the property in the event of lost keys or other lock-out.
(k) any charging of EVs in infringement of our Vehicle Policy at £15 per charge.
Termination
If there has been a substantial breach of any of your obligations, we, the owners, may terminate the contract that exists in relation to the property and may recover possession of the property. The other rights and remedies of ourselves, the owners, will remain in force.
Events outside our control
We will not be liable or responsible for any failure to perform, or delay in performance of, any of its obligations in these Terms that is caused by an event outside our control.
An event outside our control may be any act or event beyond our reasonable control, including without limitation fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, the actions or inactions of guests, neighbours, builders, tradespeople or other third parties, or failure of public or private telecommunications networks.
If an event outside our control takes place that affects the availability of the property on the reserved dates set out in the booking confirmation:
(a) you will be contacted as soon as reasonably possible; and
(b) our obligations under these terms will be suspended and the time for performance of its obligations will be extended for the duration of the event outside our control. Where the event outside our control results in the property becoming unavailable for the reserved dates, we may cancel the contract and all payments will be refunded.
Liability
Nothing in these terms limits or excludes our liability for death or personal injury caused by its negligence or fraud or fraudulent misrepresentation.
If we fail to comply with these terms, we are responsible for losses which are a foreseeable result of the breach of these terms or its 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 the breach or if it was contemplated by the parties at the time the parties entered into a binding contract.
We, the owners, are not liable for business losses. We only let the property for domestic and private use. If you, or a guest, uses the property for any commercial or business purpose we will have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
High chairs, cots, stairgates and any other items for babies or young children that have been provided at the property are used at your discretion and we are not responsible for any damage or injury caused by usage.
Complaints
If any issues arise during your stay that you feel give you cause for complaint please contact us as soon as it is practical to do so. This will give us the opportunity to rectify matters if it is possible to do so. In no circumstances will compensation be given for complaints made after a holiday has finished.
General
Any obligation on you in these terms and conditions not to do an act or thing includes an obligation not to permit or suffer another person to do such act or thing.
The parties do not intend that the contract between them should be enforceable by any person solely by virtue of the Contracts (Rights of Third Parties) Act 1999.
Under section 48 of the Landlord and Tenant Act 1987, you, the guests, are hereby notified that notices (including notices in proceedings) must be served to ourselves, the owners, in writing.
The contract between the parties shall be governed by the laws of England and Wales.
We aim to provide accommodation for quiet and enjoyable holidays, and to maintain good relations with our neighbours and the local community. We reserve the right to refuse or cancel a booking if you fail to comply with this policy or if we suspect your intention to do so.
Who can book and stay
We welcome guests of all backgrounds, irrespective of race, colour, religion, gender expression, sexual orientation, age, national origin, disability and marital status.
The customer who makes the booking must be 25 years of age or older.
The maximum occupancy of the property, as stated on the website, must not be exceeded.
You must not use the property for any illegal or immoral purpose.
Enjoyment with respect
Our holiday home is aimed mainly at family groups, couples and solo travellers. We’re sorry but we do not allow bookings for groups of adults, hen or stag groups.
Celebrations are very welcome, but we ask you not to have parties at our property or invite additional non-guests to attend such events.
We kindly ask you to respect neighbours and not to cause any disturbance, and to make sure things are quiet before 8am and after 11pm.
We ask you to keep the property reasonably clean and tidy during your stay. If we have concerns that you are not treating the property with respect we reserve the right to access the property to check and, if we have concerns about potential damage, we have the right to ask you to leave without refund.
Barbecues should be cleaned after use as our housekeeps are not expected to clean them. Check out charges will apply where barbecues require cleaning.
Please treat housekeepers and any other staff or tradespeople who you may meet or talk to with dignity and respect at all times.
Smoking, including vaping, is not permitted inside the property. You must remove any smoking debris in garden.
Tents are not permitted in the gardens of the properties.
Safety, security and access
Please keep the property secure at all times, including locking up when you go out.
Please do not light fires, except the provided log burner and barbecue.
Due to the fire risk, please do not light candles or other naked flames, or set off fireworks.
The beach equipment provided is used entirely at your own risk. Please make sure children are supervised at all times.
You must allow entry by ourselves (the owners) or one of our representatives, or tradespeople, as long as you are given reasonable notice and reason. In an emergency, you must allow access at any time.
One well behaved dog is permitted at the property. Unlike many holiday rentals, we don’t charge an extra cleaning fee, but we kindly ask that you follow these rules if bringing a dog with you:
- Dogs must be trained, clean, and have up to date flea treatment and vaccinations.
- Dogs are not permitted in bedrooms, on any furniture or soft furnishings.
- Please bring all the necessary items your dog will need - basket, dog bowls, towels, blankets etc
- Dogs must not be left alone in the property.
- Pick up after your dog at all times and in all places. Please take extra care to check the garden for dog poo when you leave. Charges will apply if housekeepers have to pick up.
- If your dog is wet, please make sure it has been towelled thoroughly using your own towels before coming indoors.
- We do not apply an extra cleaning charge, so we kindly ask that upon departure you ensure that your dog leaves no trace.
You are deemed to accept responsibility for all actions and inactions of your dog. You will be required to vacate the property immediately, without refund, if you are in breach of any part of these conditions.
The property allows off-road parking for one vehicle. Additional cars must be parked off site.
You must not bring caravans, camper vans or trailers to the premises without permission from us.
We do not supply a charging point for EVs. Please do let us know if you are bringing an EV and we can direct you to the best local charging options locally. Please note that we will either invoice or deduct from the security deposit unauthorised car charging via any 13 Amp electrical sockets at the property at £15 per charge.
You park at the property at your own risk.
Our housekeepers have a lot to get done between one guest’s departure and the next arrival and may be responsible for getting several properties ready. Please help them by not trying to check in early and by leaving on time.
Please note that there are standard check out charges if our housekeepers have to carry out extra work and these are listed below.
Check in and check out times
Check in time is 4pm and check out time is 11am to allow plenty of time to clean the property, make thorough checks and put any problems right. Please do respect these times unless otherwise agreed by us. We may be able to accommodate alternative timings, especially during low season, but please do always ask.
Waste and recycling
Please make sure the property is clear of waste and recycling when you leave. All waste must be bagged before you put it in the bin and you may be charged if it is not.
Clean and tidy departure
Of course, it’s our housekeepers’ job to clean properties and make up beds, but not to have to deal with unreasonable mess. To help them we ask you to:
- Strip the beds and leave linen on the beds
- Leave all towels in the bathrooms
- Empty all the bins, bag the waste and clear it from the property
- Do the washing up (it’s ok to leave the dishwasher running)
- Make sure you take your things from cupboards, fridges and freezers
- Leave your holiday home tidy and reasonably clean
- Clean the barbeque if you’ve used it
- Please don’t put anything in the washing machine or start a washing cycle
- If you’ve brought a dog make sure that the garden is carefully checked and any dog poo removed
- Turn off lights, close windows and lock up, putting the key back in the key safe or as otherwise instructed
Thank you very much for your help. If a housekeeper has to carry out additional cleaning at the property when it has not been left reasonably clean and tidy this is chargeable. This will be determined at our absolute discretion.
The Housekeeping Bond may be applied in relation to the following:
(a) remedying any damage to the Property, fixtures, fittings and effects at the Property caused by You or any Guests;
(b) Your failure to deal with refuse (in this case a minimum charge of £25 will be made);
(c) returning any items that you or any guests leave at the property and wish to have returned (in this case a minimum charge of £10 will be made);
(d) performing any additional cleaning at the property when it is not left clean and tidy, which shall be determined at our absolute discretion, and will be charged to You at cost;
(e) performing any speciality cleaning to linen or soft furnishing for the removal of marks or stains (in this case We reserve the right to make a minimum charge of £50, and this shall be determined at our absolute discretion);
(f) Removal of dog poo that has not been picked up anywhere within the property boundary. (£25)
(g) Cleaning of barbecue not left in a reasonable state (25)
(h) the replacement of any items that may have been removed from the property including linen (which will be replaced at cost but in this case We reserve the right to make a minimum charge of £20);
(i) any late departure by you or any guests unless otherwise agreed (in this case We reserve the right to make a minimum charge of £20 per hour or part hour);
(j) any unreturned keys for which a charge of £50 will be made. We reserve the right to charge a callout fee of £25 per hour if You request or require Us or our representative to attend the Property in the event of lost keys or other lock-out.
(k) any charging of EVs in infringement of our Vehicle Policy at £15 per charge.
We will notify you if we intend to charge all or part of the Housekeeping Bond.
We will provide receipts or other evidence of incurred costs whenever it is reasonable or practical to do so, but reserve the right not to do so in certain situations (an example would be where damage has been repaired by an owner using their own time and skill and trades-people have not been contracted).
Sometimes, accidents happen, and this policy explains how we deal with any issues that may arise.
Housekeeping Bond
The Housekeeping Bond is the maximum amount chargeable to you in respect of any damages and other costs, such as checkout charges, incurred that are attributable to you or other guests in relation to your stay at the property. The housekeeping bond is £200 payable at the same time as the rental fee. The housekeeping bond will be returned to you within 10 days of the end of the rental period.
We will notify you if we intend to charge all or part of the housekeeping bond.
We will provide receipts or other evidence of incurred costs whenever it is reasonable or practical to do so, but reserve the right not to do so in certain situations (an example would be where damage has been repaired by an owner using their own time and skill and trades-people have not been contracted).
In the event that any of the costs identified exceed the housekeeping bond, you agree to pay such further costs to us following receipt of our written request, together with such supporting evidence (where available) as may be reasonably requested by you.
If any such damage necessitates an insurance claim by ourselves, the owners, you may be contacted directly by the insurer to recover the cost of the claim.
Any such damage, destruction, loss, defect or disrepair affecting the property or any fixtures, fittings or effects at the property must be reported to us as soon as it comes to your attention.
If you spot damages when you check in
If you find any damages at the property when you arrive, please report them immediately to us by phone or email to avoid being charged and to allow us to arrange repairs.
If you damage something
Please report this immediately to us, and we will do our very best to get it fixed or find a replacement as speedily as possible.
Wind damage or similar
We understand that damages can be caused by the weather or a passing vehicle. We still need to know, so again, please report it immediately. If there is bad weather forecast during your stay, please take sensible precautions, for example by bringing outdoor furniture in, closing windows, and securing doors. Please note that you may be liable for damage caused by your failure or omission to act.
Advising you of charges
We will do our best to let you know of charges as soon as possible and, in most cases, you will be advised no later than 30 days after departure. In some instances we may advise you that there will be a charge but will not be able to tell you the amount until later, for instance if we are waiting for a quotation from someone else.
We strive to make the property just right for you. But, just like at home, things can go wrong. If you think something is wrong we need to know as soon as possible so we have the opportunity to put it right.
Who to contact if there’s a problem
Please contact us right away so that we can do everything we can to resolve the issue. Our contact details can be found in the house information pack provided.
WiFi & Working on holiday
We have free WiFi at the property, that has never been a source of any problem or complaint, but unfortunately we can’t make any promises about internet speed or mobile data and signal.
If you need to get work done on holiday, we can’t take any responsibility for business difficulty or loss due to internet or data connection or for any other reason.
Disrupted holidays
If we know about a potential disruption to a property we’ll let you know about it as soon as possible — the last thing you want on holiday is an unexpected or unwelcome surprise. If a disruption is outside our control there may be nothing we can do about it but if it is substantial you will have the option to cancel.
Water/power outage
If you find that power, heating or water has failed, please do contact us right away so that we can investigate the cause of the problem and take appropriate action to resolve the issue.
Electrical Emergencies or power outage call 105. The telephone service will automatically direct you to the network distributor’s emergency number for your area.
Gas Emergencies call 0800 111 999. If you smell gas, you think you have a gas leak, or are worried that fumes containing carbon monoxide are escaping from a gas appliance, call this emergency line immediately.
South West Water emergency website is www.southwestwater.co.uk/inyourarea. Here you can check to see if they are doing any work in the area of your holiday home. You will need to know the postcode, which you can find in our house information pack.
Leaving the property straight away
If there is a catastrophic failure in the property or in the unlikely event that you have been deliberately misled, or you intend to leave the property for any other reason, you must tell us the reasons in full before you leave to qualify for any pro-rata refund.
Giving feedback
Feedback is always welcome so please let us know what you think, be it good or not so good. All feedback is helpful.
Formal complaints
If you need to complain formally please email us at wyndwardstays@gmail.com.
Following this:
- we may phone you for further information or clarification — it’s always good to talk
- if appropriate we’ll then also talk to our neighbour Kim who looks after the property and/or the housekeepers who clean the property
- We’ll then get back to you by email with an explanation or resolution
We’ll try to do this as quickly as possible but please understand that sometimes it may take a while. Please note that if you did not raise the issue at the time it occurred we may not be able to follow up the complaint. If you need to make a complaint please do so within 72 hours of departure. Doing so at a later date may mean the investigation takes longer. Please provide evidence if at all possible which will help us to resolve issues.
We have temporarily waived our standard cancellation policy — meaning that you are protected if the Government restricts:
- Travel out of your area, or into Cornwall
- Overnight stays in Cornwall
In any of these cases, you will have the following options:
- Move your booking. This can be for any stay up to 13 months ahead.
- Take a credit note. This can be used for any future booking up to 24 months from the arrival date of the original booking.
- Have a refund. We will happily refund the full amount you have paid for your holiday including the deposit (See note b).
Notes
a) Subject to availability. The price you pay may be higher or lower depending on the time of year. If higher, you can simply pay the difference. If lower we will refund you the difference. There will be no admin fee or other charges. Requests for bookings to be moved more than 13 months ahead, counting from the date the request is made, are subject to agreement. We will make every effort to accommodate your requests. If we are unable to do so a refund will be offered instead.
b) Refunds relate to the cost of accommodation (deposits and balances). We will only retain a £30 administration fee.
c) We reserve the right to make changes or clarifications to our Flexible Booking Policy, which is a temporary policy waiver. If we make fundamental changes we will give you a minimum of four weeks notice.
d) Cancellations for other reasons are according to our standard Refunds & Cancellations Terms and Conditions below.
If you have symptoms on holiday
- If you think you have Coronavirus while on holiday please follow Government guidelines.
- We would be grateful if you could notify us so that extra precaution can be taken upon the cleaning of the property.
- We ask that you strip your beds, gather towels and remove waste to bins to reduce the risk of infection to the housekeeper.
- We ask that you leave on time to allow the maximum amount of time can be taken to disinfect and air the property before the next guests.
Please contact us in writing if you need to cancel your booking.
Three day cancellation
If you book and then realise you have made a mistake for any reason, don’t worry. Just contact us within 72 hours and you can cancel the booking (see below for full details).
Cancellations refunds
If you want to cancel your booking you can do so and refunds will be credited to the card you used to make the payment. The following refunds apply:
- For cancellations within 72 hours (three days) of booking, the booking deposit and any rental fee you have paid is refundable, unless the cancellation date is within 14 days of the start date, in which case no refund can be given.
- For cancellations 42 days or more before the start date, we will retain the booking deposit.
- For cancellations between 41 days and 28 days before the start date we will retain 60% of rental fees.
- For cancellations between 27 days and 14 days before the start date we will retain 80% of rental fees.
- For cancellations between 13 days and 0 days before the start date we will retain 100% of rental fees.
- In all cases the booking fee is non-refundable.