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Eden Heights Glamping

Terms and Conditions

Eden Heights Glamping Ltd

TERMS AND CONDITIONS

Thank you for choosing to book with us. By making a booking you are entering into a legally binding agreement with us. Please read these terms before booking as they form part of the agreement between us

All bookings are subject to the following Terms and Conditions:

PAYMENTS

  • The lead booker must be over the age of 18 at the time the booking is made. It is the lead bookers responsibility that all booking terms and conditions are adhered to and that all other members of the party are made aware of the terms and conditions. All bookings are non-transferable
  • A non-refundable deposit of 50% is required when booking.
  • The booking will not be confirmed until the deposit is received.
  • Payment of the balance is payable no later than 28 days before the commencement of your holiday. If we do not receive the balance by this time, it is assumed that you have cancelled your booking.
  • If you book within 28 days of your stay the total fee is payable.

CANCELLATIONS/NO SHOWS/EARLY DEPARTURES

  • If you cancel your stay before 28 days prior to your arrival you lose your deposit. If you cancel any later you lose all monies paid.
  • No shows will not be eligible for a refund under any circumstances.
  • We recommend you take out travel insurance to insure against any cancellation you may make.
  • Should a guest choose to depart early from their stay with us, no refunds or carry over dates will be issued.
  • Any cancellation requests should be e-mailed to info@edenheightsglamping.co.uk from the lead booking email address only and must clearly state the lead booking name, dates and reservation number.
  • Alterations/Change of dates may be considered if the request is more than 28 days prior to the original booking date.
  • If the request is 28 days or less prior to the original booking date, we will be unable to change any dates or make any refunds.
  • As we operate a dynamic pricing policy there may be additional charges for any date changes. An admin charge of £20 (including v.a.t) will also apply in all cases.
  • The above is completely at our discretion, and we are under no obligation to change any dates after a booking has been made.

NON-AVAILABILITY OF ACCOMMODATION

  • We would only cancel your booking if your accommodation was unavailable due to any onsite issues.
  • We will, however, attempt to offer you alternative on site accommodation or alternative dates. If this is not possible then we would refund all monies paid by you for the booking.
  • Our liability would not extend beyond this refund.

FORCE MAJEURE

  • If we are forced to cancel your booking due to unprecedented circumstances beyond our reasonable control, then in the first instance we will try to find you suitable available alternative dates however we will be unable to offer any refunds or be liable for any expenses occurred.
  • Such circumstances/events include (but are not limited to): war, terrorism, acts of God, acts of parliament/government/local government, epidemics and pandemics.
  • As above we strongly recommend that any guests take out travel insurance to cover such circumstances.

WHOLE SITE BOOKINGS

  • If you wish to hire the whole site for a special occasion, please contact us first at info@edenheightsglamping.co.uk
  • Any bookings made for the whole site without our prior authorisation may be cancelled. In the case of whole site bookings, a security deposit will be taken, details will be available on enquiry.
  • We are unable to accept hen and stag parties, any bookings made for these events will be cancelled, any monies paid will be non-refundable.

SUSPECTED COVID-19 CASES AND GUEST SELF-ISOLATION

  • Guests should under no circumstances travel to us if they are displaying any symptoms of Covid-19 or suspect they may have contracted the virus.
  • During your stay if you or a member of your party displays symptoms of Covid-19 then you must notify us immediately. You must then (as per current guidelines) self-isolate by checking out and returning home immediately if feasible.

CHECK IN/CHECK OUT PROCEDURES

  • Check in is from 3pm on the day of your arrival, unless agreed in writing by us in advance.
  • Prior to arrival you will receive your code to enter your Pod. You will see your lock safe located next to your door. Your pin code given will give you access to the key.
  • Check out is by 10am on the day of departure. Unfortunately, due to turn around times, we are unable to offer later check out.
  • Please leave the key back in the key safe. Non return of keys will incur a £50 charge.
  • Pods are expected to be left on time in a clean and tidy state.

VEHICLES/PARKING

  • Only 1 vehicle per pod is permitted in the car park adjacent to the pod site. If you require to bring an extra vehicle, please email us and we will try and accommodate this.
  • All vehicles are left at your own risk, and we will accept no responsibility for any loss, damage or theft whilst on site.

 

GENERAL SAFETY/CHILDREN

  • We would like to remind all guests and visitors that in addition to the pods we are close to farmland where occasionally tractors may pass by.  Children should be supervised at all times to ensure their safety. Parents or carers are responsible for their children.
  • Please note, the farmyard and surrounding fields are OUT OF BOUNDS unless told otherwise by a member of staff at Eden Heights Glamping.
  • Please DO NOT feed any animals that may be in the fields nearby.

ADDITIONAL VISITORS

  • No additional family or friends are allowed on the site unless previously agreed.

FIRES – CAMPFIRES, FIRE PITS AND BBQ’S

  • No open campfires are allowed.
  • Guests are not permitted to bring their own fire pits/BBQ’s.
  • Fire Pits with BBQ grill are available to hire. Including starter pack, logs, marshmallows, and marshmallow forks.

PETS

  • We unfortunately are unable to welcome any animals including dogs in Eden and Willow, anyone found to have brought dogs into the pet free pods may be asked to leave site and pay a cleaning surcharge, in such cases no refunds will be issued.
  • Up to two well behaved dogs are welcome in Alanna, these must be added to your booking as a nightly charge will apply.
  • Dogs must be kept on the lead at all times and not left unattended, we do not accept any breeds or crossbreeds listed in the Dangerous Dogs Act 1991

GUESTS WITH A DISABILITY

  • Although our pods are not specifically designed for guests with disabilities, we will do our best to accommodate any needs you may have. Please email us at info@edenheightsglamping.co.uk and we will be happy to help.

SMOKING

  • All our pods are non-smoking (including e-cigarettes) which includes the inside of our pods and hot tubs. Anyone found to be smoking in the pods or hot tubs will be asked to leave (no refunds will be issued) and charged a £100 cleaning fee.

LOST PROPERTY

  • Any lost property will be held for a maximum of 4 weeks, if you have left something in your pod, please contact us at info@edenheightsglamping.co.uk and we will do our best to ensure it is returned to you.
  • Please note this may incur a charge and will be dependent on the item.

LIABILITY

  • Eden Heights Glamping does not take any responsibility for any loss, damage, or theft whilst on site.

WIFI

  • Wi-Fi on site is provided for your enjoyment. Whilst we are confident of our coverage we cannot guarantee the service/ signal strength or bandwidth. We will not be liable for the service if this becomes unavailable at any time for any period, nor for any loss of data or damage to the equipment you suffer as a result of using our service.  
  • You are using this service at your own risk.
  • The lead booking name is responsible for the content that is accessed whilst your group is on site.
  • Please do not misuse the Wi-Fi.

POD RULES

  • Please ensure that your pod is left in a satisfactory manner before departure, please ensure that rubbish is placed in the bins and any dirty dishes have been cleaned. Should we find your pod to be in an unsatisfactory manner we reserve the right to make additional cleaning charges.
  • Please respect other guests and our neighbours by keeping noise to a respectable level and at a minimum particularly after 10.00pm. There is to be no amplified music played on site. Guests who create excessive noise and anti-social behaviour may be asked to leave – in such cases no refund will be issued.

FIXTURES & FITTINGS

  • All furniture, fixtures, fittings, bedding, furnishings, linen, towels, equipment, and robes remain the property of Eden Heights Glamping Ltd and must not be removed from the pod. Charges will be made if any of our property is removed.

 

DAMAGES/BREAKAGES

  • Although we are aware that accidents do happen, any damages or breakages must be reported to us immediately. Guests will be liable for covering any costs and charges will be made to the credit/debit card that stored on file.

PRICING STRUCTURE/PROMOTIONS

  • We operate a pricing policy therefore our prices can change according to seasons, availability and promotions. We reserve the right to alter our pricing structure and run promotions accordingly at any time.
  • Once you have received your booking confirmation, we are unable to change any pricing.
  • Any promotions we run are subject to availability, we reserve the right to alter or withdraw any promotions at any time.
  • Only 1 promotion may be applied per booking unless otherwise arranged by ourselves.
  • All of our prices are inclusive of VAT at the current standard rate.

ACCESS TO THE PODS

  • We reserve the right to access and inspect our pods at any time. Should any maintenance be required during your stay we will do our best to schedule this as appropriate.

MARKETING ACCURACY

  • Whilst every effort has been made to the accuracy of our marketing material, we reserve the right to at times use ‘stock images’.

PROHIBITED ITEMS

  • We have a zero-tolerance policy on all illegal substances. Anyone found to be in possession/found to have taken such substances will be asked to leave the site immediately (no refund will be issued), reported to the police and charged £100 cleaning fee if required.
  • Fireworks are also strictly prohibited.

COMPLAINTS

  • The quality of your stay is very important to us, and we hope that you will enjoy your time at Eden Heights Glamping.
  • If there are any issues, please contact us immediately whilst you are on site by email (info@edenheightsglamping.co.uk) to give us the opportunity to rectify any problems.
  • No refunds or partial refunds will be given after your stay has ended if any issues haven’t been brought to our attention whilst on site.
  • We reserve the right to make changes to these terms and conditions at any time without prior notice.

OUR RIGHT TO EVICT

  • We may terminate our contract with you and ask you to leave your Accommodation and the Site immediately (without any compensation being payable) if: (a) we consider that you or your party have committed a serious breach of these terms and conditions/Site rules; (b) we consider that your or your party’s behaviour endangers the safety of our visitors or staff; (c) any complaints are made of anti-social or unacceptable behaviour against you or your party; (d) you or your party cause damage to the property or its contents; or (e) you exceed the maximum occupancy limit for your Accommodation.

DATA PROTECTION

  • Any personal data requested and collected is solely for the satisfactory completion of the transaction between you as the holiday maker(s) and us as the supplier of the premises.  Your information is never provided to any other party or entity and is only used in strict accordance with the UK Data Protection Act.

DISCREPANCIES

  • In the case of a discrepancy between these Terms and Conditions and any other information about Eden Heights Glamping, these Terms and Conditions shall prevail.  We reserve the right to amend these Terms and Conditions at any time.

HOT TUBS

  • Please see our specific Hot Tub Terms & conditions below which forms part of this agreement.
  • Hot tub hire will not be refunded due to weather conditions or difficuly operation the hot tub, we must be notified of any issues while you are still on site.

WOOD FIRED HOT TUB TERMS AND CONDITIONS

To ensure the safe and enjoyable use of the hot tub, please read and adhere to the following safety rules and user instructions

HOT TUB SAFETY RULES

  1. People with heart disease, high or low blood pressure, any serious illness or who are pregnant, should not use the hot tub without consulting their doctor first.
  2. People with skin, ear, genital or other body infections should not use the hot tub to avoid spreading infection.
  3. It is advised that children under the age of eight should not use the hot tubs. Supervise all children, in and around the hot tub and keep clear of the wood fired burner.
  4. Be aware that the heat of the water can speed up the effects of alcohol.
  5. Do not immerse your head in the water as it increases the risk of infection (and you could drown).
  6. Do not use electrical appliances near the water to avoid electric shocks.
  7. Do not use any contaminants such as bubble bath, oils etc. in the water.
  8. The flue is protected by a guard and you should not make any attempt to touch the guard or flue whilst the burner is lit. The heater door may also be hot and should be opened using the insulated handle. You must NEVER let the water out of the hot tub, OR touch and tamper with the hot tub if you have not hired it.
  9. Never allow the water temperature to go over 40°C (37°C for children)
  10. Do not use the hot tub after a heavy meal or under the influence of alcohol, drugs or sedatives.
  11. A member of staff will test the water daily during your stay.

HOT TUB USER INSTRUCTIONS

  1. Read and adhere to the above Safety Rules
  2. Change into bathing costume, strictly no underwear or daywear allowed in the hot tubs.
  3. Use the toilet before entering the hot tub.
  4. Shower thoroughly with soap and water before using the hot tub to remove lotions, deodorants, creams etc.
  5. Do not dive into the hot tub. Take care when entering and leaving, the surfaces may be slippery when wet. Place 2 hands on the top rim when using the steps as these may also be slippery and unstable.
  6. Keep glass and sharp objects away from the hot tub
  7. Depending on the water temperature, it is advised that you should not stay immersed in the hot tub for longer than 15 minutes per 1 hour.

This policy is effective as of 1st August 2022.

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