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Terms and Conditions – High Oaks Grange

1. Contract

By making a booking you have entered into contract between “you” (the guest) and “us” (High Oaks Grange). This contract becomes legally binding once “we” (High Oaks Grange) have sent out a confirmation form and is subject to all our booking conditions. Ensure that you check all information on your booking confirmation carefully and notify us of any discrepancy or mistake. You must be 18 years or over when the “property” (relevant property from the High Oaks Grange collection for which you make a booking) is booked. Please advise other adults within your party of these booking conditions.

2. Payment

2.1 Bookings made from 12.00pm 07/06/2020

A deposit of 25% (minimum £100.00 value) of the rental fee is payable immediately upon making the booking where the booking is made more than 8 weeks before the start of the rental. The booking will not be confirmed until the deposit is received. The balance shall be payable in full 8 weeks before the commencement of the rental. For bookings made less than 8 weeks before the commencement of the rental the total fee is payable.

3. Cancellation/Refund Policy

3.1 Bookings made before 12.00pm 07/06/2020 and/or from 6.00pm 08/01/2021

Any cancellation made by the Guest for whatever reason shall be in writing and addressed to High Oaks Grange at the address on the Booking Form or by email from the email address on record. Guests must include the pin number set during the booking process in their correspondence. On receipt of notice of cancellation, attempts will be made to re-let the property by High Oaks Grange for the period of the booking. If re-letting the property is successful for the whole period all the monies paid less an administrative charge of £50.00 (inc VAT) per booking will be refunded. If re-letting the property for part of the period booked is successful, an amount equal to the money paid by the Guest less the rental for the period which is not re-let and an administrative charge of £50.00 (inc VAT) will be refunded. If it has not been possible to re-let the property at all then all monies paid by the Guest shall be forfeit to High Oaks Grange. It is strongly recommended that Cancellation Insurance is purchased at the time of booking.

Cancellations due to Covid-19 (or variant of). Bookings that can not legally go ahead due to Government enforced travel restrictions will receive a credit voucher for the fees paid to enable the Guest to rearrange their booking. Credit Vouchers will be valid on any properties and any dates (subject to availability) for a minimum of 12 months from the original arrival date. It is strongly recommended that Cancellation Insurance covering illnesses including Covid-19 is purchased at the time of booking.

3.2 Bookings made between 12.00pm 07/06/2020 and 6.00pm 08/01/2021

Master Cancel is active for your booking. Any cancellation made by the Guest must be in writing and sent by email to This email address is being protected from spambots. You need JavaScript enabled to view it. from the email address on record. Guests must include the pin number set during the booking process in their correspondence. Bookings cancelled within 2-60 days of arrival will be refunded in full and a Master Cancel claim opened. Refunds will be processed on the departure date of the cancelled booking. Refund payments processed on to the card used for the latest payment. Bookings cancelled 0-1 day before arrival are non-refundable. The date and time stamp attached to the email received will be provided as evidence of cancellation. 

4. Changes of Date

High Oaks Grange may consider a request from a Guest to change the dates of the booking after confirmation has been issued. Agreement will be given subject to all of the following conditions being met: if the property is available for the period requested, the request is received more than 8 weeks prior to the commencement of the rental; the Guest pays an administration fee of £30.00 (inc VAT) and any additional sums due.

5. VAT

VAT is included in the rental fee where applicable.

6. Period of Hire

Rentals commence at 4pm on the day of arrival and end at 10am on the day of departure.

7. Use of Property

The booking shall be deemed to be for the purpose of the people whose names appear on the booking form. The number of persons using the Holiday accommodation (except for babies in cots where applicable) shall not exceed the maximum number stated in the property details. Cots are deemed suitable for babies up to 24 months. The property shall be used for personal and domestic purposes only. The property shall not be used for any commercial purposes without the consent of High Oaks Grange. High Oaks Grange reserves the right to refuse entry to the entire party if this condition is not observed, and generally in the case of any breach of these Booking Conditions by the Guest where High Oaks Grange consider such exclusion is reasonable.

8. Complaints

Should there be any cause for complaint during the occupation of the property we must be notified promptly and in case of serious problems the complaint must be confirmed in writing within 7 days of departure.

9. Care of the Property

9.1 The Guest shall take all reasonable and proper care of the property and its furniture, pictures, fittings and effects in or on the property and leave them in the same state of repair and condition and in the same clean and tidy condition at the end of the rental period as at the beginning. The Guest shall abide by all instructions with regard to the use of the property and its fixtures and fittings as notified by High Oaks Grange.

9.2 The Guest shall take care not to leave personal possessions in property on departure. High Oaks Grange will make every effort to return high value items provided that the Guest notifies High Oaks Grange within 24 hours of departure. High Oaks Grange accepts no responsibility for personal possessions left in the property following departure.

10. Smoking

All our properties at High Oaks Grange are no-smoking and no-vaping properties, should the Guest smoke inside the properties we reserve the right to ask you to leave even if your let is not complete.

11. Breakages or Damages

The Guest is legally bound to reimburse High Oaks Grange for replacement, repair or extra cleaning costs incurred as a direct result of the Guest’s use of the Property on demand.

12. Keys

You will be issued with a set of keys to the holiday property at the commencement date. You must return the key as directed by staff of High Oaks Grange. If you lose a key, High Oaks Grange will replace it – you will be expected to pay reasonable costs to have a replacement cut.

13. Cautionary Damage Security Deposit

It is required that the details of a debit or credit card will need to be held securely during your stay. This is in respect of us needing to charge for any substantial damage, loss of contents to the property or any additional costs incurred during your stay. This does not include normal wear and tear and minor incidentals.

We will ask you in the pre-arrival email to contact us by telephone during the week before you arrive so this process can be completed prior to you checking in. No money will be debited or credited from the card at this time and we would always contact you initially should we need to charge any monies, for any reason. The card details used can belong to any of the party staying at the property.

14. Access to Holiday Property

A representative of High Oaks Grange shall be allowed access at any reasonable time during the holiday occupancy should an emergency or problem arise that need attention by a member of staff. A representative of High Oaks Grange shall consult with the guest prior to entering the property.

15. Pets

Dogs are welcome in some, but not all our properties. Cropton Cottage and Woodpecker Lodge are kept dog free. No pets other than dogs are permitted. Dogs are to be properly controlled and supervised at all times. They must not be left unattended at the property. Dogs are not permitted in any of the bedrooms or on any of the furniture and we therefore advise guests to bring a pet basket.

Guests must clean up after all dogs inside and outside of the property, or they will be charged for extra cleaning costs. Guests with allergies should be aware that we cannot guarantee that there have been no dogs previously kept at the property, nor can we accept any liability for any suffering which may occur as a result of such pets having been present. An extra charge of £8.00 per dog per night is applicable.

16. Noise

For the enjoyment of all guests staying at High Oaks Grange, noise should be kept to a minimum between 10.30pm and 8am.

17. Liability

17.1 The following provisions set out the entire liability of High Oaks Grange (including any liability for the acts or omissions of its employees, agents and subcontractors) to the Guest in respect of: (1) any breach of these Booking Conditions; and (2) any representation, statement or tortuous act or omission including negligence arising under or in connection with the Contract.

17.2 All warranties, conditions and other terms implied by statute or common law are, to the fullest extent permitted by law, excluded from the Contract. Nothing in the Contract excludes or limits the liability of High Oaks Grange for death or personal injury caused by negligence or fraudulent misrepresentation.

17.3 Subject to clauses 17.2 and 17.3: (1) High Oaks Grange total liability in contract, tort (including negligence or breach of statutory duty), misrepresentation or otherwise, arising in connection with the performance of the Contract shall be limited to a sum equal to three times the rental fee; and (2) High Oaks Grange shall not be liable to the Guest for any type of indirect or consequential loss or damage, costs, expenses or other claims for consequential compensation whatsoever (however so caused) which arise out of or in connection with the Contract. Save for any rights under these Conditions and the Contract which may be exercised by High Oaks Grange, no term of the Contract is enforceable under the Contracts (Rights of Third Parties) Act 1999 by a person who is not a party to the Contract. Without prejudice to the foregoing, if the property which the Guest has booked becomes unavailable or un-useable for some reason prior to the date of booking, then High Oaks Grange obligation will be to (1) use their best endeavour to find a suitable alternative property, or failing which (2) to reimburse the Guest for any monies paid. Notwithstanding any other provision of this Contract, neither High Oaks Grange nor the Owner shall jointly or individually be deemed to be in breach of this Contract or otherwise be liable to the Guest, for any delay in performance or the non-performance of any of their respective obligations under this Contract, to the extent that the delay or non- performance is due to any act or circumstance beyond their reasonable control, and the time for performance of that obligation shall be extended accordingly.

17.4 Force Majeure


Force Majeure, of the nature of which this clause is intended to cover, includes without limitation fire, flood, exceptional weather conditions, epidemics, pandemics, war, civil war, invasion of foreign enemies, war-like activities (whether or not there is an actual declaration of war), rebellion, insurrection, civil commotion arising to the level of uprising, military or usurped power; acts of terrorism committed for political, religious, ideological, or similar purposes; actions intended to prevent any of the above and damage of the Property by any cause other than negligence of the Owner or High Oaks Grange, and all similar situations. No compensation, costs, expenses or other sums of any description (including without limitation the cost of securing an alternative property/accommodation) will be payable in such circumstances by either the Owner or High Oaks Grange to the Guest.

18. Warranties

High Oaks Grange does not warrant and is not responsible for the accuracy of any verbal information given or statements made by its employees, agents or the owners of the properties.

19. Communicating with the Guest

For the purposes of the Data Protection Act 1998, High Oaks Grange is the sole data controller of all personal data provided to High Oaks Grange by Guests and prospective Guests. In order to process a booking High Oaks Grange needs to collect certain personal data details from the Guest, for example names and addresses of party members, credit/debit card or other payment details, special requirements, such as those relating to a disability or medical condition which may affect any party member’s holiday arrangements. If High Oaks Grange needs any other personal details the Guest will be told before they are obtained. High Oaks Grange needs to pass these details on to other parties and organisations who need to know them so that the holiday rental can be provided, for example, the credit/debit card Company or bank or for verification of details relating to your holiday rental. High Oaks Grange also needs to process and store Guests’ personal details for its own administration, market analyses and operational reviews. High Oaks Grange would also like to store and use personal details for future marketing purposes (for example, sending brochures, details of promotions, or offers which High Oaks Grange feels may be of interest). All details given to High Oaks Grange at any time will be kept, but only names, contact details and the booking preferences will be used for marketing purposes unless the Guest is informed otherwise when the information is provided. High Oaks Grange will respect the privacy of personal data and will comply with all relevant and current data protection legislation. High Oaks Grange will not make its mailing list or Guests' personal data available for marketing purposes unless required to do so by a Court of Law. Competent jurisdiction will not disclose personal data to anyone.

20. Exclusive Offers

High Oaks Grange may from time to time offer discounted rates for last minute bookings, these offers apply to new bookings only for the dates specified on the offer and cannot be used in conjunction with any other discount. Any disputes are at the discretion of High Oaks Grange.

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