Terms & Conditions
Please take a minute to read our Terms & Conditions which outline our obligations to you & your responsibilities to us.
In order to make your booking request you the lead or registered booker (the lead booker) must be over the age of eighteen and have the authority of all persons in your party to book on their behalf. The lead or registered booker providing credit/debit card details agrees that they will be personally liable for any loss or damage caused by any member of their party or animal accompanying the party. Our contract continues until the last member of the party has left Swallowfields and any monies owed are paid in full.
The lead booker will need to complete the Booking Form either on the website using the booking system or by email communication with us. Please ensure that all members of the party read and understand these Terms and Conditions before you submit your booking request. On completion of the Booking Form the lead booker is declaring that the information provided is accurate. Provisional bookings made by telephone will be cancelled after 7 days if not confirmed in writing with a deposit or booked online. We accept no responsibility for mistakes made when booking and paying a deposit over the telephone so please make sure you check your confirmation carefully once received. We require a 30% non-refundable deposit to secure your booking. Please note that by submitting a booking request, you and all members of your party agree to be bound by these Terms and Conditions.
Our acceptance of your booking request is at our absolute discretion and will only take place once a deposit has been received and we issue an email confirming your booking, subject to these terms. At this point a Contract shall come into existence between you and us on these Terms and Conditions.
You will pay to us the price of your break as set out online at the time that you submit your booking request. Prices include VAT at the current prevailing rate. The price includes:
• Your accommodation for the maximum number of guests we indicate; and
• Any other amenities or services described as included in the price of your break in the information provided on our website
Prices do not include any additional services, features or facilities unless they have been specifically included as part of a promotion to your booking. Additional services, features and facilities (such as cycle hire, treat packs and spa treatments etc.) and details of how to book them can be found on our website. Additional charges may apply for these such services, features and activities. Please note that with activities that are booked with one of our external partners, an additional separate agreement may be required.
Price adjustments, promotions and discounted offers are introduced at our discretion and are subject to availability. 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.
If you place your booking more than 8 weeks prior to the start date of your holiday, we will request a 30% deposit per short break/week. The balance of the full payment will be due 8 weeks prior to the start date of your holiday. For all bookings received within 8 weeks of your holiday start date, full payment is due at the time of booking.
If we do not receive full payment from you by the due date, we will treat this as a cancellation of the booking and you will forfeit the total cost of any payments made to date.
Payment for bookings can be made by Debit or Credit Card, either online or over the telephone.
You will be required to pay for all items on your Spa Lodge open tab before you leave and payment for any post-stay charges will be made from your pre-authorised payment card within 24 hours following departure.
No refund will be given against reduction of dates booked or early departure.
Cancellation and changes to your booking
Once your booking has been confirmed, minor changes will not incur charge, however excessive amendments could incur a £25 administration charge. Amendments to your booking are unable to be made upon arrival. If you want to cancel your booking, you must notify us as soon as possible and confirm this in writing. Provided written notice of cancellation is received by us not less than 8 weeks before the start date of your holiday only the deposit will be forfeited. If we receive less than 8 weeks’notice, you will be liable to pay the total cost of the holiday including any extras or unrecoverable commitments made by us to third parties in connection with your pre-booked activities and events.
We reserve the right to cancel your holiday. In the unlikely event of us having to cancel your holiday (except where you have failed to make full payment on time) we will offer you the choice of a full refund of all monies paid to us or the option of re-booking your holiday. Please note that any refunds due can only be made to the original payment method.
We regret we cannot offer refunds or compensation in the event of a cancellation or alterations as a result of force majeure. Force majeure is defined as war, threat of war, riot, civil strife, industrial dispute, strike, lock-out, government action, terrorist activity, natural or nuclear disaster, fire, flood and adverse weather conditions.
Arrival and departure
Your Spa Lodge will be available from 4pm on the agreed date of arrival. Check in is between 4 pm and 6 pm unless previously agreed. Please ring the bell at the General Store upon arrival. If you encounter traffic or a problem on the way and are likely to arrive after 6 pm, we ask that you telephone and advise your expected arrival time. We reserve the right to re-let accommodation if you have not been in contact and have not arrived by 10pm unless prior arrangements have been made with us.
On check in you will be required to present a credit or debit card in order for us to take a pre-authorisation, enabling you to run an open tab system to order items from the HomeCooked Menu and the General Store. This card will also be used for any post-stay charges, such as damages and late stays.
You are required to vacate the Spa Lodge by 10am on the agreed day of departure. Please note that a late stay charge of £50 will be incurred if you stay later than the departure time.
On the day of departure please leave your Spa Lodge in a good state of cleanliness, to include bins emptied in the relevant waste bin or recycling bins located by your Spa Lodge, sink and fridge to be left clean and empty. Many thanks for your help with this important matter.
Number in Party
We allow a maximum of 6 people (plus one baby/toddler in a travel cot) and 2 dogs per Spa Lodge. If maximum occupancy is exceeded, then two Spa Lodges must be booked. Group and single sex bookings are welcome by Swallowfields with the understanding that from 10pm we ask guests to respect the need for privacy and quiet by other guests. Swallowfields is not suitable for stag or hen groups looking to play loud music and use our facilities for parties after 10pm, whilst we also understand that not all single sex groups are rowdy. It should be noted that during school holidays Swallowfields is largely a family site. We would request that groups or large parties contact us in advance of your booking to discuss your needs so that we can make sure that we can tailor your break accordingly.
A maximum of 2 dogs per Spa Lodge are welcome, subject to you having previously booked and paid the £25 supplement per dog online. Dogs are the responsibility of their owners and must be kept under control and on a lead at all times. They must not be left unattended at any time including your car. For obvious reasons of health and hygiene accidental fouling must be cleared up immediately and put in the dog waste bins provided.
Dogs must be micro chipped (as required by law) and be up to date with their vaccinations for distemper, canine hepatitis, leptospirosis and parvo virus.
We regret the weather conditions are beyond our control and cannot refund any monies if you cancel your booking or reduce your stay due to the weather.
As our glampsite is a car free area, all vehicles must be parked in the designated private guest car park. Our luggage service will take your luggage to your designated Spa Lodge.
Lead Booker Responsibility
As the person booking the holiday, you are responsible for the behaviour of all members of your party.
Please show consideration to other guests, our staff and our premises. To respect the enjoyment of others and the local wildlife, we ask that noise levels be kept to a minimum between 10.00pm and 7.30am. This also includes televisions and radios, which should be used considerately, and should not be audible outside your Spa Lodge and noise levels around the outdoor campfires during the evenings. Noisy, disruptive behaviour, especially after 10 pm, wilful damage to the premises or Spa Lodges or other behaviour considered by our staff to be inappropriate may result in us asking you or a member of your party to leave Swallowfields immediately. No refunds or compensation will be given in these instances, and we reserve the right to claim compensation for damages or inconvenience caused.
Use of Equipment and Facilities
We want all our guests to relax and enjoy the facilities available at Swallowfields in safety. When using any equipment or facilities, you must take care to safeguard your own health and safety and that of other people, and you will be solely responsible for any loss or injury that you cause to yourself, other persons or to the equipment or facilities to the extent that it is caused through your unsafe or improper use of the equipment or facilities (including your use of them whilst under the influence of alcohol or medication) or your failure to advise staff of a medical condition relevant to your use of the equipment or facilities.
Please be aware that some of the guest equipment, including the fire pits, wood burning stoves, and hot tubs may be hazardous if misused. Use of the facilities and any other activity at Swallowfields is entirely at your and members of your party’s own risk.
Children remain the responsibility of their parents and guardians at all times in the Spa Lodges, on the glampsite and during activities. Please ensure that your children are supervised at all times, especially when using the glampsite facilities such as the adventure castle and nature hideout where there is a nature pond. Please refrain from allowing your children to use the adventure castle and nature hideout after 9.00 pm. If you notice that any equipment looks faulty and/or unsafe please inform us as soon as possible.
Fire Pits are provided for cooking and campfires but MUST not be left unattended, MUST be fully extinguished after use and MUST not be moved from their designated location. Paraffin lamps and candles are not permitted. The door on the log burner MUST be kept shut when in use.
Each Spa Lodge is fitted with a smoke detector, carbon monoxide detectors a fire extinguisher, fire blanket and a front and rear exit.
We know that you want to get the best use out of your hot tub and we want you to enjoy them. Swimwear is essential when using the hot tub and must be worn at all times.
For your own safety and enjoyment please ensure you follow our safety guidelines:
- Use the toilet and shower before entering the hot tub
- Keep your head out of the water
- Supervise children in and around the hot tub
- Do not allow children under 4 years of age, and those unable to keep their head above the water level when sitting to use the hot tub. Bathers under 16 must be accompanied by an adult
- Do not wear sun tan lotions, spray tans or skin creams
- Seek medical advice if you are receiving medical attention, have a long term illness, are pregnant or if you have a condition that is affected by heat for example, a heart condition or high or low blood pressure.
- Do not use the hot tub after a heavy meal or under the influence of alcohol or sedatives
- No food, glass, sharp objects, 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.
- Do not exceed 15 minutes’ immersion at a time and have a rest period of between 10 and 20 minutes. Overuse will affect chemical balance and overall enjoyment
- Do not exceed the maximum number of bathers
- Please take care when getting in and out of the hot tub as the steps can be slippery when wet. Please keep your voice down after 10pm and do not use the hot tub during a storm.
Smoking is permitted for E-cigarettes and Vapes ONLY and ONLY within your private garden. Smoking is NOT permitted within the Spa Lodges and deck area and is NOT permitted within the rest of the site at Swallowfields. We would be grateful if you would respect this rule.
Spa Lodge Housekeeping and Maintenance
The Spa Lodge must be left in a clean and tidy condition. This includes any washing up, bins emptied in the relevant waste bin or recycling bin located outside the Spa Lodge, sink and fridge to be left clean and empty and for group bookings, equipment put back in the correct Spa Lodge. Please note that if additional housekeeping and cleaning is required after your stay, a charge of £50 will be incurred.
Please make us aware of any breakages caused during your stay so that we can replace items for the next guest. Whilst we expect a degree of wear and tear we reserve the right to charge you for any costs or expenses we incur as a result of any breakages.
We aim to carry out any maintenance and repairs on change over days but should there be an emergency that we consider may pose a risk to the health or safety of our guests or staff we reserve the right to carry out emergency maintenance work during your stay. We will seek to ensure that any such facility or service is reinstated as soon as practicable. In this instance, no refund or compensation will be given.
Damage to Swallowfields property
We reserve the right to charge individual guests or lead bookers for the cost of rectifying damage that has been caused by the accidental, deliberate, negligent or reckless acts of guests to the property or structure. If such damage is discovered during the stay it will be drawn to the guest’s attention but if discovered after guests have departed then we reserve the right to make a charge to the guest’s credit / debit card, or send an invoice for the costs for payment to the registered address. We will however make every effort to rectify any damage internally prior to contracting specialists to make the repairs, and therefore will make every effort to keep any costs that guests would incur to a minimum.
Limitations of Liability
All items brought into Swallowfields are brought and left entirely at your risk. Swallowfields, its staff and/or agents shall not be liable for any loss, damage or injury suffered by them or their property howsoever caused, save in respect of death or personal injury to the extent caused by the negligence of Swallowfields, its staff and/or agents. This is not intended to affect any mandatory rights you may have under local law that we cannot legally restrict or exclude.
We shall have no responsibility for loss, damage or injury in relation to any services, features or facilities provided or supplied by third parties. You should establish separate arrangements with those third parties.
At Swallowfields we do everything possible to create a positive holiday experience. Should you have cause for complaint, please let us know immediately and we will endeavour to resolve your issue as quickly as possible during your stay.
After your holiday, if you feel that your complaint is unresolved after addressing the issues during your stay, you must put your complaint in writing to us within 14 days of departure. Please email your complaint to email@example.com with the detail of your complaint. Due to data protection we are only able to discuss the complaint and booking details with the lead booker.
Once we have received your written complaint we will work with you and endeavour to resolve your complaint within 14 days of receipt. We have designed this process to make sure we can help you as quickly as possible. Please assist us by following this process. If you fail to do so, this may affect the timeline and outcome of the resolution offered.
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