Terms and Conditions.

We use Cumbria Cottages as our booking agents. The terms and conditions listed below are those applying to our property and being the standard ones used by Cumbrian Cottages.

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Please note that Cumbrian Cottages is a brand name of Cumbrian Cottages Limited (the company) and arrange bookings of holiday accommodation as agents only on behalf of the owner so you enter into a contract with the owner of the property when we issue a written holiday confirmation form.

Please telephone our office on 01228 599960 to check your chosen property is available on the dates you require. We can then hold this provisionally for 3 days giving you time to complete the booking form and send in your cheque, alternatively you may pay over the telephone by credit/debit card. If however your holiday is to take place within two weeks of booking, we will require you to pay by credit/debit card at the time of booking over the telephone.

A deposit of £60 per bedroom per week is required to confirm your booking. If however you are booking within 8 weeks of your holiday, payment must be made in full when confirming your holiday. Please note your holiday is not confirmed until you have received written confirmation from Cumbrian Cottages and we reserve the right to refuse any booking before we have issued the written holiday confirmation form. Your booking is made as a consumer and you accept that we cannot be liable for any business losses you may incur. You must be over 18 years of age at the time of making your booking. As soon as you receive the written holiday confirmation form, you must check it carefully. Any errors must be reported to us immediately.

The balance of your holiday is due at least 8 weeks prior to holiday commencement. This can be paid by forwarding a cheque or telephoning your credit/debit card details to our Carlisle office on 01228 599960. Non Payment of the final balance when it becomes due will constitute cancellation of the holiday and forfeiture of the deposit payment.

To recover the credit card company charges levied on the company, we levy a 3% surcharge and this will be added to any credit card payment. There is no charge for switch or debit card.

The prices quoted are for 7 nights accommodation from the changeover date which is shown against the property. Where the property has the facility to sleep extra eg, if the ‘sleeps’ box against the property description shows ‘4/6’ there will be an additional charge of £25 for each additional person after 4. Included in the price is holiday cancellation insurance, gas electric, fuel, (unless otherwise stated against the individual property details) and bed linen (please note bed linen is not provided for extra beds ie. sofa bed, ‘Z’ bed etc) Please note we do provide bed linen and towels for those using the sofa bed. The published prices are valid for 6 months from the production date of the brochure and are subject to change on further publications. Prices quoted are in £ sterling and are all inclusive and include Value Added Tax ( at 17.5% ) and Insurance Premium Tax ( at 17.5% ). Should these rates change or other taxes or levies become due, you may be required to pay the extra amount.

Several of our properties require a breakage deposit and this is noted against the property description. For properties sleeping 8 plus, a breakage deposit will be required for Christmas and New Year bookings, this rule may also apply for parties aged under 21. The deposit must be paid 1 week prior to your holiday commencement (please note all payments made will be cashed) and will be refunded within 2 weeks of your return provided there is no damage. Any cost of repair or replacement items will be accounted for and deducted from your deposit prior to being refunded.

The company endeavours to ensure the information in the brochure provided by owners is correct. However the information may have changed by the time you book so you must ensure you check all details of your chosen property including prices when you book. The owners and company always try to maintain the very best facilities and services to our holidaymakers and changes may have occurred since brochure production. The company cannot accept any responsibility for any inaccurate, incomplete or misleading information about any property, its facilities and or services except in case of negligence by the company.

These can be arranged out of season and at short notice during the high season, please telephone our reservations department to discuss your requirement.

Your holiday group must not exceed the maximum number of people the property will sleep as detailed in the brochure description. If it does the owner/caretaker can refuse to allow you to take possession of the property or make you leave before the end of the holiday. If this happens we will treat your holiday as cancelled by you and you will not be entitled to a refund of monies of compensation.

10. PETS
Pets are accepted only at properties which are pet friendly, this is clearly stated against the individual brochure description, and are charged at £15 per pet per week/part week. Pets are accepted on the understanding that no sign of the pet is evident, in the house or garden at the time of departure. Pets are not allowed in the bedrooms or to be left alone in the property. Any damage made by the pet will be charged for within 14 days of your return from holiday. If you book a cottage that is not pet friendly and are asked to leave no compensation/refund will be offered.

Most of our properties have a cot available to hire, please check the individual property description. We provide a travel cot free of charge. There is also a bed guard for toddlers and a high chair. A charge of £10 per week/part week is made for the hire of the cot. Please note unless otherwise stated the cots provided are travel cots and there is only 1 cot available per property. We do NOT provide linen for the cots. Additional cots can be hired from our offices at the above costs, these must be booked in advance and collected and returned to our office. There will be a refundable deposit of £10 for the hire of our cot payable in cash on collection and refunded when returned.

Some of our properties have a highchair available to hire, please check the individual brochure description. A charge of £5 per week/part week is made for the hire of a highchair. Highchairs can be hired from our offices, these must be booked in advance and collected and returned to our office. There will be a refundable deposit of £10 for the hire of our highchair payable in cash on collection and refunded when returned.

Some of our properties provide towels (the majority of our cottages DO NOT), please check the individual brochure description. We provide towels free of charge. Towels can be hired from our offices at the cost of £4 per set (1 bath and 1 hand towel in a set). These must be booked in advance and collected and returned to our office. There will be a refundable deposit of £10 for the hire of towels payable in cash on collection and refunded when returned.

Your property is available from 3.00pm on day of arrival and must be vacated by 10.00am on day of departure, unless otherwise stated on your holiday confirmation. Keys can be collected prior to the stated time however your property will not be guaranteed to be ready before this. In some instances we may be able to bring forward the entry time or extend the departure time, however we do require advance notice and we will only be able to confirm we are able to change the times 3 days before holiday commencement. Keys must be returned to the collection point.

Some properties offer a parking permit (please note there is only 1 permit per property), please check individual brochure descriptions. There is a refundable deposit of £10 payable in cash when collecting the permit and refunded when returned. Amber Nook has parking space for two or three cars.

Our cottages are lovingly cared for and we ask that you treat the cottage with respect and leave it clean and tidy. Please report any damages/breakages to the cottage owner or the local office on or before departure in order for us to fix/replace these prior to the next guests coming in. Damage/breakages caused through neglect may be charged for, in this case we will contact you within 72 hours of departure.

We work very hard to ensure you have an enjoyable holiday, we provide you with a quality assurance questionnaire and hope you will complete it and return it to our quality control department. Any difficulties you have on holiday must be reported to the owner/caretaker straight away so that your reasonable holiday expectations may be met. This is the quickest way of resolving problems that might occur. Problems of a transient nature should be raised straight away as they cannot be rectified after your holiday. In certain circumstances you may not wish to complain directly to the owner/caretaker or cannot contact them, so you must contact us so we can help. Please call our customer care line on 01228 406777. If still dissatisfied then you must write to us within 28 days of your return, we do not have to look at complaints received after this limit. If you return home before telling anyone of your difficulties and your claim doesn’t involve personal injury/death then we cannot accept any liability.

There may be occasions when we will require access to the property to carry out repairs, photography ETC inspections etc. We will advise you as soon as we are aware of the date and time the access is required. Wherever possible a member of staff will accompany people on their visits.

In the unlikely event that we are unable to arrange the holiday accommodation requested, we will endeavour to offer alternative accommodation of a similar type as that originally requested. If the alternative accommodation is not acceptable to the holidaymaker, Cumbrian Cottages will refund all monies paid.

You must first telephone our Head Office to check your requirement can be met and any changes confirmed by yourself in writing. Within 8 weeks of holiday commencement we will be unable to change the accommodation booked. Any changes made to your booking are subject to an administration fee of £29.38 including VAT. If we are unable to make the change requested a new holiday may be booked and we will try and relet the original accommodation on your behalf (see point 22 for details).

We do not expect to make any changes to your booking but occasionally changes do occur during and after bookings have been confirmed and occasionally confirmed bookings have to be cancelled. Most changes are minor but can be significant by which for the purposes of these conditions we mean a change of accommodation to that of a lower standard or a change of area. We will offer you either: cancelling and receiving a full refund of all monies paid to us or: acceptance of the significant change or: purchasing alternative arrangements from us of a similar type and standard in a similar location at a similar time of year if available. If the alternative is less expensive than the original we will refund the price difference, if more expensive, we will ask you to pay the price difference. You must tell us as quickly as possible which option you wish to take. The options are not available in respect of minor changes. Our liability is limited to the above options and if the cancellation occurs due to unusual or unforeseeable circumstances beyond our control the consequences of which we could not have avoided even with all due care, is also limited to refunding reasonable receipted funds you incurred which you cannot recover. Compensation will not be paid for minor changes or significant changes or cancellations more than 8 weeks prior to departure. In all cases compensation will be limited to the maximum of the cost of the holiday.

If you have to cancel your holiday due to reasons not covered by the holiday cancellation insurance (see point 23 for details), we can, if requested in writing, attempt to relet your accommodation on your behalf. If successful we will refund any monies paid by the new hirer (please note this may not be brochure price, especially if it is a late booking), less the insurance premium, surcharge, any ‘extras’ (unless returned) and administration fee of £29.38.

Included in the cost of your accommodation is Holiday Cancellation Insurance. If you need to cancel your holiday due to ill health, hospitalisation, death in the family (please see Terms and Exclusions) a claim can be made with supporting documentation on your insurance up to the value of £500 only. There is an excess on all claims of the deposit value for the cottage (ie £60 per bedroom per week). Please note this insurance is a policy that Cumbrian Cottages administer.
Terms and Exclusions
23a) The hirer and all persons within the hirers group must be under 65 and be in good physical and mental health at the time the booking is made. Cancellation as a result of death or illness/incapacity which arises from winter sports, mountaineering, tours, motor competitions, pregnancy and recurring chronic or continuing illness, disability or condition affected persons for which medical treatment or consultation has taken place during the twelve month period prior to the date of booking does not come within the scope of insurance. Notice of cancellation must be made immediately by telephone followed by notice in writing and be supported by medical evidence from a duly qualified independent medical practitioner and must be received at least 24 hours before the holiday commencement. Cancellation can not be accepted within 24 hours of the holiday commencement. Cancellation of bookings due to ‘Acts of God’ or things beyond our control will not be accepted where access is still possible to the property.
23b) If you choose to cancel your holiday and you are not covered by the above insurance the full holiday cost will remain liable and must be paid by the balance due date unless we are able to relet the property on your behalf (see point 22 for details).

You are responsible for the property, this means you must keep all furnishings and fittings inside and outside the property in a comparable state of repair and condition as at the beginning of the holiday. The property cleanliness must be left in the same state as you found it. Breach of these conditions may result in the owner/caretaker making an additional cleaning charge and/or making a claim against you as a result of any damage or loss. You are expected to show due consideration for other people, not to abuse the property or display rude, dangerous or offensive behaviour towards the owner or caretaker or other third party. Possession of the property can be refused or you can be asked to leave before the end of the holiday. If this happens we will treat your holiday as having been cancelled by you and you will not be entitled to a refund of your holiday cost or compensation. It is your responsibility to check the holiday property meets your needs and we cannot be responsible for ensuring the property is entirely suitable for your needs. We cannot accept any bookings that are specified to be conditional upon fulfilment of a particular request. It is your responsibility to notify us of any information regarding a medical problem or disability that may affect your holiday at the time of booking.

For the purposes of the Data Protection Act 1998, Cumbrian Cottages are the sole data controller of all personal data provided to us from customers and prospective customers. The company will collect certain personal details from you including your name and address and credit/debit card details. For your holiday to be provided, the company needs to pass on your personal details to owners/caretakers and organisations who provide an element of the holiday including the insurance company, your credit/debit card company or bank. The company would like to store and use your personal details for future marketing purposes. This would cover sending brochures or details of promotions to you. Cumbrian Cottages may make contact with you by E-mail, post, fax or telephone for the purposes set out in this clause for a period of 4 years after the end date of the holiday rental. If you do not wish to receive any or all of the communications set out in this clause, please let us know by telephone or letter, e-mail or fax. The company is entitled to assume that you do not object to being communicated with unless it receives notice. Except where expressly permitted by the Data Protection Act 1998, the company will only deal with the personal details you give as set out above. The company has appropriate security measures in place to protect this information.

Compensation payments will not apply where we cannot fulfil our obligations to our owners due to circumstances beyond our control. This would mean any event we or the owner cannot foresee with all due care, eg riots, war or threat of war, terrorist activity, civil strife, natural or nuclear disaster, industrial dispute, adverse weather conditions, fire epidemic or health risk and similar factors beyond our control.

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