In these booking conditions, 'we', 'us' and 'our' means Worstead Farms Limited of Holly House, Smallburgh, Norwich, Norfolk NR12 9NB. “Overseas” means any booking outside the UK. Worstead Estate is a trading name of Worstead Farms Limited Ltd.

Before booking through us, please read these booking conditions carefully and all the other information relevant to your booking, including:

-          these booking terms and conditions and all other information relevant to your booking

-          the information provided in any brochure, on the website or other publication we tell you about

-          the Hot Tub Rules of Use, available here; and

-          any other written information we brought to your attention prior to confirming your booking.

We arrange bookings of properties as owner of the Property. When you book a Property you are entering directly into a contract with us and we may charge a fee for arranging your booking (booking fee).

With the exception of products and services we provide directly to you we accept no legal responsibility for any contract you enter into for products or services or for the acts or failure to act of suppliers or other persons connected with your booking. Your booking with us is subject to these booking terms and conditions and the specific Terms and Conditions of any supplier you book additional products or services with.

All properties on our website and in our brochures are offered by us for the sole purpose of holiday lettings, unless expressly agreed otherwise in writing. Accordingly you agree that your booking is for the sole purpose of holiday accommodation and accept that you are not offered any rights to the Property other than the right to occupy the Property as holiday accommodation for the period of your booking. No booking of any kind is an ‘Assured Shorthold Tenancy’ or protected under the Protection from Eviction Act 1977, or any similar legislation that applies in Scotland and Northern Ireland.

1. MAKING YOUR BOOKING

All bookings depend on the Property and other arrangements being available. You, as the person in charge of the party (“the party leader”), must be at least 18 years old at the time of booking. All other members of the party must authorise you to make the booking on the basis of these booking conditions. By making the booking, you confirm that you are authorised to make the booking and that all other members of the party agree that the booking will be governed by these booking conditions. You, as the party leader, are responsible for making all payments due to us. It is your responsibility as the party leader to ensure that the other party members are aware of and agree to comply with these booking conditions where applicable.

As long as the Property is available and we have received all the relevant payments from you, we will give you written confirmation (see below) as soon as reasonably possible. We may send you confirmation of a provisional booking where no payment is made at the time of the booking. Once we have received your deposit payment (or balance payment where the booking is made within 30 days of the arrival date) we will send you confirmation of your booking. Please note that dates for a provisional booking remain on sale to the general public until you have paid the deposit (or balance) and we have issued confirmation. This confirmation will show your booking details, the amount you have paid and the amount you still owe for the booking. Your binding contract with us will begin when we issue you with the written confirmation.

For bookings made within 14 days of the departure date, you will have a binding contract with the owner when we give written confirmation of your booking to you or your travel agent and you have made the appropriate payments to us or your travel agent.

If we pay the deposit (or balance) into our bank account, it will not mean we have accepted a booking unless we have issued you with written confirmation. Please do not make any other travel arrangements (such as flights) until we have issued you with a written confirmation. We will give you your written confirmation either by email. If you book with us online, we will acknowledge that we have received your booking and then send you confirmation by email. It is your responsibility to check your emails regularly and to let us know about any change to your email address.

We have the right to refuse any booking before we send you your written confirmation. If we do this, we will tell you in writing and promptly refund any money you have paid to us. In this case, we will not have any legal responsibility to you.

As soon as you receive your confirmation, you must check the details carefully. If anything is not correct, you should tell us immediately. Please ensure that names are exactly as stated in the relevant passport. If you book through a travel agent, we will send your confirmation and all other documents to your travel agent.

Even if we have sent a written confirmation, we have the right to cancel a booking where there are reasonable grounds to believe that (i) it is not legitimate (ii) you are likely to breach any of our booking conditions (iii) information supplied by you in relation to your booking is incorrect (iv) you have behaved in a vexatious, abusive or unlawful manner to owners, suppliers or to our staff. If we cancel your booking, we will tell you in writing and we will not have any legal responsibility to you.

2. PAYMENT

When you book, you must pay the deposit amount then due (if any) plus any applicable booking fee by debit or credit card. We only accept payment in pounds sterling. We must receive the balance of the money owed no less than 30 days before the start of your stay. If you book less than 30 days before the start of your stay, we must receive full payment of the total cost of your booking when you make the booking.

If you do not pay any payment due in relation to your booking by the appropriate date we are entitled to assume that you want to cancel your booking. In this case, your booking will be cancelled immediately and you may also need to pay additional charges.

There is no administration charge by us for debit or credit card payments. If your bank refuses to make your payment for any reason, we are entitled to make an administration charge of £35.

3. PRICING

We keep the prices under constant review and the prices of unsold arrangements may be increased or reduced at any time. We may also correct mistakes in the pricing of unsold arrangements at any time. We will confirm the price of your booking when you make it. As changes and mistakes can happen, you must check the price and all other details of your chosen arrangements at the time of booking.

All prices quoted or otherwise given to you include all charges and any taxes or government charges which may apply to your booking at the time it is made. You may also be required to pay any additional taxes that arise after your booking has been confirmed.

We can pass on to you, in full, after we have confirmed your booking, all costs or charges connected with your booking, including any price increases due to changes in the exchange rates of currency.

All accommodation prices are for the Property as a whole and are not on a per person basis, except when an extra person charge applies.

We may charge a booking fee for the services we provide in administering your booking. Any booking fee will be stated in our brochure and on our website and will be shown as a separate charge on your confirmation.

4. BROCHURE AND WEBSITE DETAILS

We aim to make sure that the information about our properties is presented accurately on our website, in brochures and other promotional literature or material we produce and provide. It is intended to present a general idea of the arrangements. Not all details of the relevant facilities can be included on our website. Furthermore, there may be small differences between the actual Property/arrangements and its description. This is usually because we are always aiming to improve services and facilities.

Occasionally, problems mean that some facilities or services are not available or may be restricted. If this happens, we will tell you as soon as reasonably practical after we become aware of the situation.

We cannot accept responsibility for any changes or closures to local services or attractions mentioned in the brochure or on our website, by our advisers or advertised elsewhere. We make reasonable efforts to make sure that information we give you about your Property and its facilities or services, as well as advertised travel and other services, is accurate and complete on the date given. We cannot accept responsibility for any inaccurate, incomplete or misleading information about any Property/arrangements or its facilities and services, unless this was caused by our negligence.

Where Wi-Fi is an advertised facility, please note that its provision is subject to availability and network conditions. It may not be available 24 hours a day and is provided for pleasure, not for business purposes. Bookings are not accepted if they are wholly reliant on the uninterrupted, unlimited provision of Wi-Fi.

5. IF YOU CHANGE OR CANCEL YOUR BOOKING

Changes

If you want to change any detail of your confirmed booking, we will do our best to make the changes. However, we must receive your notice in writing by email. We may agree to accept notice over the telephone, but this should be arranged with us first. We reserve the right to treat changes to your dates or Property as a cancellation of the original booking and so you will have to pay cancellation charges. We cannot guarantee that we will be able to meet your request. You may be asked to pay us an administration charge of £35 for each change. Plus, where we can meet your change request, you will have to pay any costs incurred by us in facilitating this change for you, which will be charged at the current brochure or website price, which may be different from the price in the brochure or website from which you booked your chosen arrangements.

Full cancellations

If you have to, or want to, cancel your booking after it has been confirmed, you must phone us on the number shown on your booking confirmation, or email stay@worsteadestate.com, as soon as possible. The day we receive your notice by phone or email to cancel is the date on which we will cancel your booking.

You will have to pay a cancellation charge based on the number of days before the arrival date at the Property that we receive notice, as shown below. This means that if you have paid the balance of your total holiday cost and then have to, or want to, cancel, you may receive a refund of part of the cost. However, if you have not paid your total booking cost, including any booking fee and the premiums for any insurance (if you have bought this) by the time of your cancellation, you may have to make a further payment to cover the cancellation charge.

‘Total cost’ means the total cost of the accommodation booking, including any extra items. You will still have to pay any booking fees, credit-card charges and administration fees for making any changes. If you have already paid booking fees, credit card charges and administration fees, we will not refund these if you cancel. The cancellation charges below have been calculated as a genuine pre-estimate of the losses we would incur in the event you cancelled your holiday within the stipulated time period.

Cancellation charges

Notice received 30 days or more prior to arrival – Nil charge (deposit refunded)
Notice received 15 to 29 days prior to arrival - 50% of total cost (deposit retained)
Notice received 14 days or less prior to arrival - 100% of total cost

If you live outside the UK and have booked through an agent, the term ‘total cost’ in the above details means the amount paid by your agent to us after taking off any booking fees, insurance premiums and any administration charge. To avoid any doubt, ‘total cost’ does not include any charges made by your local agent or anyone else for booking fees, flights, other travel services or any other amounts not paid to us, and you may be liable to pay such charges in the event of cancellation in accordance with the cancellation policy of the agent or other service provider. Other service providers may charge higher cancellation charges.

Cutting short your stay (UK only)

No refunds are payable in the event that you cut short your stay.

Part cancellations

If any person(s) in your party needs to cancel, this will not normally affect the total cost of your booking unless you cancel any travel arrangements or extra services which are charged on a ‘per person’ basis. In these instances, we may provide a refund of any per person charges remaining after taking off any applicable cancellation charges.

Cancellations due to government public health measures

If you have to cancel your booking because UK government public health measures mean it is unlawful to travel to or to make use of the accommodation you booked, you may choose to:

-          transfer your booking to a later date free of any administration charges, subject to availability - you will have to pay any difference in price if the cost of the new booking is higher or be reimbursed the difference if the cost of the new booking is lower;

-          request a voucher with a redemption value equal to the amount previously paid by you for the booking; or

-          obtain a refund of the amount already paid by you for the booking.

You will have to contact us in order to access these options.

6. CHANGES BY US

We do not expect to have to make any changes to your booking. However, sometimes bookings have to be changed or mistakes have to be corrected. We have the right to do so. If we do, we will contact you (by phone if reasonably possible in the case of a significant change or by email in the case of a minor change) as soon as is reasonably practical. We will explain what has happened and let you know about the change. However, we will have no further liability to you.

7. CANCELLATION BY US

If we cancel your booking or are prevented from providing the accommodation you have booked, you may choose to:

-          accept alternative accommodation – you will have to pay any difference in price if the cost of the new accommodation is higher or be reimbursed the difference if the cost of the new accommodation is lower;

-          request a voucher with a redemption value equal to the amount previously paid by you for the booking; or

-          obtain a refund of the amount already paid by you for the booking.

We will contact you to inform you of these options.

8. OUR LEGAL RESPONSIBILITIES TO YOU

Your contract is with us and is governed by our terms and conditions. If you have any complaints about any services we provide you must let us know immediately in writing and in any event within seven days of the end of any arrangements booked through us. Unfortunately, we cannot accept any legal responsibility if you do not let us know. If we are found to be at fault in relation to any service we provide we will not pay more than the total cost of the booking (or the appropriate proportion of this if not everyone on the booking is affected), plus any reasonable expenses you cannot recover from elsewhere. We do not exclude or limit what we will be legally responsible for if death or personal injury is caused as a result of our negligence or that of our employees whilst acting in their course of their employment, or for any criminal act we may commit.

We cannot be held responsible for noise or disturbance which comes from beyond the boundaries of the Property or which is beyond the owner’s control. If we know about a problem before you arrive, we will contact you to let you know.

We cannot be held responsible for the breakdown of mechanical equipment such as pumps, boilers, hot tubs, nor for the failure of public utilities such as water, gas and electricity.

9. ADDITIONAL TERMS & CONDITIONS

The following shall apply in addition to these terms & conditions:

1.       You shall be entitled to occupy the Property for holiday purposes only and this agreement shall not confer on you any security of tenure within the Terms of the Housing Act 1988 pursuant to which the occupation shall be deemed to be by way of an excluded tenancy

2.       You will:

a.       pay the rent and any monies due in connection with the booking at the times and in the manner as set out in these terms and conditions

b.       keep the interior of the Property in a good, clean and tenantable state and condition and not damage or injure the Property or any part of it

c.       yield up the Property at the end of the Term in the same clean state and condition it was in at the beginning of the Term reasonable wear and tear and damage by insured risks excepted

d.       maintain at the Property and keep in a good and clean condition all of the contents of the Property and to replace, repair or cleanse any item(s) which become broken or damaged during your stay

e.       not make any alteration or addition to the Property nor to do any redecoration or painting of the Property

f.        not do or omit to do anything on or at the Property which may be or become a nuisance or annoyance to any other occupiers of the Property or owners or occupiers of adjoining or nearby premises or which may in any way prejudice the insurance of the Property or cause an increase in the premium payable therefor

g.       not without the owners’ prior written consent or unless expressly stated in your booking confirmation allow or keep any pet or any kind or animal at the Property. If any pets are permitted they must be kept under strict control at all times and must not be left unattended in the Property. You will be responsible for all damage and any extra cleaning caused by the pet(s) whether permitted or not

h.       not use or occupy the Property in any way whatsoever other than as a private holiday residence for a maximum of persons as stated in your booking particulars

i.         not assign, sublet, charge or part with or share possession of occupation of the Property or any part thereof

j.         allow us or anyone with our written permission to enter the Property at reasonable times of the day to inspect its condition and state of repair, and carry out any necessary repairs and gas inspections, provided the owner has given reasonable prior notice (except in emergency)

k.       pay interest at the rate of 8% above the London Inter-Bank Offered Rate to the owner upon any money due from you which is more than 3 days in arrears in respect of the period from when it became due to the date of payment

l.         provide the owner with a forwarding address when the tenancy comes to an end and remove all rubbish and all personal items (including the your own furniture and equipment) from the Property before leaving

3.       You will not make any excessive noise or cause nuisance to any neighbours or properties within earshot of the Property

4.       Subject to you paying the rent and performing his/her obligations under this agreement you may peaceably hold and enjoy the Property during the Term without interruption from us or any person rightfully claiming under or in trust for us.

5.       We will insure the Property and the contents of the Property which belong to the us as the owner.

6.       In the event of any arrears occurring for more than 10 days after it is due (whether demanded or not) or there being a breach of any other of the your obligations under this agreement then we may recover possession of the Property and the rental agreement shall thereupon end but without prejudice to any of our other rights and remedies in respect of any outstanding obligations on your part.

7.       We will reserve the Security Deposit using the card information provided by you at the time of booking. You are obliged to ensure you have sufficient funds in the account to which these card details relate no less than 7 days prior to your arrival. The reserved charge will be released 7 days after your departure less any reasonable charges made by us to cover any reasonable costs incurred or losses caused by any breaches of the obligations in our agreement by you.

8.       No interest will be payable to you in respect of the Security Deposit money.

9.       If at any time during your stay we are obliged to use the Security Deposit to satisfy the reasonable costs occasioned by any breaches of the obligations by you, then you shall make such additional payments as are necessary to restore the full amount of the Security Deposit.

10.   We hereby notify you under Section 48 of the Landlord & Tenant Act 1987 that any notices (including notices in proceedings) should be served upon us at the address stated at the start of these terms and conditions.

11.   In the event of damage to or destruction of the Property by any of the risks insured against by the owner you shall be relieved from payment of the rent to the extent that your use and enjoyment the Property is thereby prevented and from performance of its obligations as to the state and condition of the Property to the extent of and so long as there prevails such damage or destruction (except to the extent that the insurance is prejudiced by any act or default of the Tenant)

 Where the context so admits:

-          The ‘owner/we/our/us’ includes the persons for the time being entitled to the reversion expectant upon this tenancy

-          The ‘you’ includes any persons deriving title to occupy the Property under these Terms and conditions

-          The ‘Property’ includes all of the Landlord’s fixtures and fittings at or upon the Property

-          The ‘Term’ shall mean the period stated in your booking details or any shorter or longer period in the event of an earlier Termination or an extension respectively

-          All references to the singular shall include the plural and vice versa and any obligations or liabilities of more than one person shall be joint and several and an obligation on the part of a party shall include an obligation not to allow or permit the breach of that obligation.

10. INSURANCE

We recommend that you take out enough travel insurance to cover you for your total stay.

11. DISABILITIES & MEDICAL PROBLEMS

If you or any member of your party has any medical problem or disability that may affect your booking, please tell us before you confirm your booking and give us full details in writing as early as possible before you travel. If we reasonably feel unable to properly meet that person’s particular needs, we can refuse or cancel the reservation.

12. YOUR PROPERTY

We have set the following conditions on your stay at the Property:

Arrival and departure:

You can arrive at your Property at any time after 4pm (unless we tell you otherwise, for example on your confirmation) on the start date of your rental period. You must leave by 10am on the last day. If you fail to arrive by 12 noon on the day after the start date of your rental period and you do not let the person whose details are given know you are arriving late, we on behalf of the owner may treat your booking as having been cancelled by you. In this situation, we will not refund any money you have paid.

Security deposits

We require payment of a security deposit. The amount and details of how the payment should be made and how and when it will be returned (less any costs for breakages, damages etc. if applicable) will be provided at the time of booking.

Behaviour

You and all members of your party agree:

-          to keep the Property clean and tidy;

-          to leave the Property in a similar condition as you found it when you arrived;

-          to behave in a way at all times while at the Property which does not break any law;

-          not to use the Property for any illegal or commercial purpose;

-          not to sublet the Property or any part thereof or otherwise allow anyone to stay in it who we have not previously accepted on behalf of the owner as a member of your party;

-          not to behave in anti-social manner, breach the peace or otherwise act in a way which may disrupt or affect the enjoyment of others.

Maximum occupancy

You also must not allow more people than the brochure states to stay overnight in the Property. You cannot arrange for visitors to the Property without our advance consent. You cannot significantly change the number of adults or children during your stay (for example, if you book for two adults and two children, you cannot arrive with four adults and no children). You must not hold events (such as parties, celebrations or meetings) at the Property without our advance consent. If you do any of these things, we can refuse to hand over the Property to you, or can repossess it. If we do this we will treat this as you cancelling the booking. In these situations you will not receive a refund of any money you have paid for your booking and we will not be legally responsible to you as a result of this situation (this will include, for example, any costs or expenses you have to pay due to not being able to stay in the Property, such as the cost of finding other accommodation). We are not under any obligation to find any alternative accommodation for you.

Pets

Pets are not allowed unless we say so in the brochure/website. If you take a pet with you, it is not allowed upstairs, on beds or furniture, or in any shared facilities, such as swimming pools or shops. You must not leave any pets unattended in the Property, including any garden. Registered assistance dogs are allowed in all properties featured in this brochure even if the Property description says that pets are not allowed.

If you or any member of the party has a pet allergy, we cannot guarantee that dogs, or other pets, have not stayed in your chosen Property, nor can we accept any responsibility for any subsequent health reaction. It is your responsibility to make specific enquiries before booking. If there is a charge for taking a pet, you will be told at the time of booking.

Smoking policy

No smoking (including E-cigarettes) is allowed in the Property.

13. DAMAGE

You are responsible for and agree to reimburse to us all costs incurred by us as a result of any breakage or damage in or to the Property which is caused by you or any members of your party or any other persons invited into the Property by you. We can ask for an extra payment from you to cover any such costs.

We expect the accommodation to be left in a reasonable state on departure. If in our opinion additional cleaning is required, you will be liable to us for the cost of this cleaning.’

14. RIGHT OF ENTRY

We or our appointed agent or contractor are allowed to enter the Property (without letting you know first if this is not practical or possible) if special circumstances or emergencies happen (for example if repairs need to be carried out) or if you break any of these booking conditions or any other terms that apply to your booking and/or the Property. We and/or our representative is allowed to enter the Property to inspect it (including but not limited to where you have complained about the Property). If this happens, you will be given reasonable notice first.

You agree to allow us (including workmen) access to the Property as required by this clause.

15. UNREASONABLE BEHAVIOUR

We can refuse to hand over their Property if the unreasonable behaviour of anyone in your party is likely to cause offence to other guests, to members of staff or to neighbours, or if we have reasonable cause to believe you or any member of your party will cause damage or loss to the Property, its services or facilities. If this happens, the contract between you and us will end and you will not receive any refund and we will not have any further responsibility to you.

We can end a stay after the keys have been handed over, if the unreasonable behaviour of anyone in your party (including anyone invited into the Property by you) is likely to spoil the enjoyment, comfort or health of other guests, residents, neighbours or members of staff or where you or any member of your party (or anyone invited into the Property by you) has broken or is likely to break any of these booking conditions, or any other terms and conditions applicable to the Property which you have been told about. If this happens, you will have to leave the Property immediately and no refund will be given. You may also be responsible for any costs we incur as a result of your behaviour.

16. SPECIAL REQUESTS

If you have any special requests, you must let us know when you make a booking and confirm them in writing. We cannot guarantee that any request will be met. Confirmation that we have noted a special request or passed it on to a service provider, or of the fact it is shown on your written confirmation or any other document, is not confirmation that the request will be met. If we or service provider fail to meet any special request, it will not mean we or they have broken your contract.

17. COMPLAINTS

If you want to complain, we will want to take action to sort your complaint out as soon as possible. It is essential that you contact us immediately if any problem arises so that it can be sorted out as quickly as possible. It is often extremely difficult (and sometimes impossible) to sort out difficulties properly unless we are told promptly. If you discuss the problem with us during your stay at the Property it can usually be sorted out straightaway. In particular, complaints which would only be temporary (for example, complaints on how the Property is prepared or the heating not working) cannot possibly be investigated unless registered during your stay.

If, after this, you feel that the problem has not been dealt with to your satisfaction, you must, within 28 days of returning from your stay, put your complaint in writing to us. Send your letter to our office at Holly House, Smallburgh, Norwich Norfolk NR12 9NB, marked for the attention of the Property Manager. Or you can send an email to stay@worsteadestate.com. We have designed this procedure to make sure we can sort out complaints as quickly as possible. Please help us to help you by following this procedure. If you fail to do so, this may affect your entitlement to claim compensation if this would be appropriate. 

18. GOVERNING LAW & JURISDICTION

Any dispute, claim or other matter which may arise in relation to your booking will be governed by English law and you agree that any dispute will be dealt with exclusively by the courts of England and Wales.

19. COMMUNICATING WITH US

All communications should be directed to our Estate Office at Holly House, Smallburgh, Norwich Norfolk, NR12 9NB, telephone: 01692 536226, email: stay@worsteadestate.com.

Please see our Privacy Policy which explains how we will process your personal data on our website: https://www.worsteadestate.com/privacy-policy.

For the purposes of the Landlord and Tenant Act 1987, you can send any notices to our registered office address Holly House, Smallburgh, Norwich, Norfolk, NR12 9NB.