Terms and Conditions
Norfolk Holiday Properties, hereinafter referred to as NHP, are Agents for the Property Owner. The contract for the rental of a property is between You and the Property Owner.
The holidaymaker is the person who signs the booking form or, in the case of online bookings or phone bookings, the person who makes the 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”.
1. Contract of hire
The contract of hire is not effective until NHP send written confirmation of the booking. Bookings are not permitted by Holidaymakers under the age of 18.
2. Suitability for your needs
You agree to take reasonable precaution to ensure the property You book is suitable for Your needs. This includes but is not limited to accessibility, property type, location, facilities and garden / grounds. NHP can answer any queries as to the suitability of a property.
3. Your responsibilities
You agree to allow the Property Owner and/or NHP access to the property at all reasonable times and in the case of emergency with or without You or Your party present to allow maintenance work and visits to allow the Owner and/or NHP to comply with regulatory requirements.
For the duration of your booking you are held responsible for the property and will be expected to take reasonable care of it. The property, furnishings, kitchen equipment, crockery, glasses, bedding and towels must be left clean and tidy at the end of your booking.
You are required to put refuse/recycling in the appropriate place to await collection in accordance with the instructions left at the Property. You are also required to return the bin to the appropriate location following collection. You must notify NHP if a collection is missed.
A booking deposit is required to secure a booking. 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 will remain provisional until NHP send the Holidaymaker written confirmation.
The balance of the rental charge is payable not less than 4 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 4 weeks prior to the arrival date must be paid in full at the time of booking.
5. Cancellation by the Holidaymaker
Cancellation of the booking by the holidaymaker should be made in writing to: email@example.com. Payments are non refundable, we strongly recommend you take out holiday cancellation insurance.
6. Cancellation by the Property Owner
NHP (as agents for the Property Owner) reserve the right to cancel the booking where operational circumstances cause the Holiday Property to become unavailable or uninhabitable during the booking period, including the withdrawal of the Holiday Property from the NHP Portfolio.
In the unlikely event the property becomes unavailable or the property owner or NHP has to cancel, we will endeavour to find the holidaymaker suitable alternative accommodation. The holidaymaker is liable to pay the difference if the alternative property is advertised at a higher cost. A refund of the difference will be issued the alternative property is advertised for less. If suitable alternative accommodation cannot be found or You do not accept the alternative property, 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.
If You depart voluntarily before the end of your booking period no refund will be issued.
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.
No liability is accepted by the Owner or NHP for access difficulties to the holiday Property caused by weather conditions affecting public and private roads. Therefore, you are strongly advised to seek the latest information relating to access prior to setting off on your journey.
Electricity, gas and oil are included where applicable in the holiday Cost. The Owner reserves the right to charge You for any excessive use of electricity, gas, oil, telephony, TV services or WiFi where applicable.
9. Amenities, Facilities and Provisions
All properties are self-catering. Neither NHP nor the Property Owner are responsible for providing food, washing up liquid, dishwasher tablets and washing machine powders other than a ‘starter pack’. The starter pack provides a limited supply of washing up liquid, dishwasher tablets, sponges, tea towels and toilet roll. A minimum of 1 toilet roll per W/C will be provided.
Bath towels are provided for each guest staying at the property, we are unable to provide extra towels. Towels must not be removed from the property, please bring your own beach towels.
Fuel for open fires/stoves is not provided unless specifically advertised as being provided. If inappropriate fuel is used on an open fire or stove you will be liable for the cost of making good any damage.
NHP or the Property Owner cannot accept liability for happenings outside their reasonable control, such as breakdown of equipment, domestic appliances, plumbing, wiring, temporary invasion of pests, damage resulting from exceptional weather conditions or the Owner’s negligence resulting in loss, injury or accident. The holidaymaker accepts that no refunds are available for such discrepancies.
10. The Good Housekeeping Deposit
You will be notified at the time of booking if your reservation requires a Good Housekeeping Deposit, this is required to be paid with the balance payment of your booking. This is held by NHP and may be retained partially or in full to cover the costs of repairs, replacements or additional cleaning required after your booking. The balance of the Good Housekeeping Deposit (subject to deductions) will be returned within 7 working days of Your departure date.
Where such costs exceed the amount of the Good Housekeeping Deposit you will be charged the difference and agree to pay NHP within 14 days of being notified.
11. Number of Guests
Under no circumstances can party numbers exceed the maximum stated occupancy of a property. 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 are only permitted at some properties and are subject to the Property Owners agreement. You must notify NHP if you would like to bring a pet.
All pets must be house trained and the number and type of pet must not exceed what was agreed at the time of booking, otherwise a breach of contract will be deemed to have taken place.
Pets must not be left unaccompanied in the property at any time and must not be allowed on the beds or furniture. The Holidaymaker shall be liable for all damage caused by his/her pet or any pet belonging to the Holidaymaker’s party. A charge will be made for any additional cleaning required. The property owner cannot be held responsible for any accident or injury to a pet during their stay. Any fouling of lawns etc must be cleared up without delay. Guests must bring the pets own bed or basket for sleeping in. Pets must not lie on beds or furnishings, and hair must be well cleared up before departing. Owners must ensure that their pets are free from parasites and fleas before they occupy the property. Failure to do so will incur subsequent charges.
13. Arrival and Departure Time
The property must be vacated by the agreed check out time 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.
We would like to think the holidaymaker and party would treat the property as they would their own home. At the end of the holiday the property must be 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.
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 either NHP, 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.
Smoking is strictly not permitted inside any of our properties. Smoking inside a property will incur additional charges or retained deposit.
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. Children must be supervised at all times.
18. Special Occasions
No party, event or gathering may take place at the property that exceeds the maximum agreed occupancy numbers for the property without prior consent. It is also not permitted for any commercial enterprise or supplier of leisure activities to visit the property during your stay without the Property Owner’s consent e.g. a caterer, magician etc. Failure to adhere to this clause may result in additional charges. Should any of these terms be breached the Property Owner has the right to repossess the property without any compensation or refund due to you or your party.
19. Properties with Swimming Pool, Sauna and Gym facilities
The use of the amenities, including swimming pool’s, sauna’s and gym’s is entirely at the Holidaymaker’s risk and neither NHP nor the Property Owner accepts responsibility for injury to the Holidaymaker or loss or damage to the Holidaymakers belongings. Swimming pools are self-regulated and do not have lifeguards. You are responsible for the supervision of children at all times. All facilities are for the sole use of the Holidaymaker and access will not be permitted to third parties unless otherwise agreed. Please note that the sauna and gym is for use by adults and children over 16 only. You agree to follow all pool rules provided by NHP or the Property Owner when booking.
In the unfortunate event that the pool, gym or sauna becomes damaged or is unusable during your stay you are entitled to a 25% refund of your booking if the facilities are unavailable for more than 50% of your stay. In this event, reasonable efforts to fix the facilities as soon as possible will be made.
Every endeavour is made to ensure your stay with us is memorable for all the right reasons however if you do have any Issues or complaints, these must be made to NHP immediately so that investigation and necessary action can be taken.
In no circumstances can compensation or refunds be made for any complaints that are made after the booking has ended, or where the Holidaymaker has denied NHP or the Owners the opportunity to try to put matters right during the Holidaymakers stay.
Whilst every care is taken to provide a true and accurate description of all properties, over time, alterations are made and some things do change.
In addition, whilst we describe properties as non-smoking or no pets, this cannot be guaranteed. Please be advised if a property is listed as having an enclosed garden, this does not necessarily mean it is secure.
Norfolk Holiday Properties reserves the right to alter these Terms and Conditions at any time. These Terms and Conditions supersede all previous versions.