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Please read these Terms & Conditions carefully as, together with your Confirmation of Booking and the information on our website and in our brochure, they make up your agreement with us. You will also be agreeing to abide by the Park Rules, which are available on our website. These rules incorporate Health and Safety and other regulations and legislation we must abide by, including the Park’s Site Licence Agreement as issued by the local authority.
We aim to provide Terms & Conditions which are easily understandable. If there is any term that you do not understand, please discuss it with us before signing.
For any other issues, questions or queries about any of your experiences on the park please get in touch with Guest Services.
1.1 When the following words are used in these Terms & Conditions, this is what they will mean:
(a) Accommodation: the accommodation that we are providing to you as set out in the Booking, including the pitch and facilities;
(b) Authorised Group Booking: a Booking, or series of related Bookings, which has been specifically authorised as such in writing by Away Resorts prior to acceptance of the Booking (see Clause 6.3);
(c) Bank Holiday Booking: your request to us for the Accommodation where this includes a bank holiday period and is for a minimum number of 5 nights;
(d) Booking: your request to us for Accommodation, including a Bank Holiday Booking;
(e) Booking Confirmation: our acceptance of your Booking;
(f) Event Outside Our Control: as defined in clause 13.2;
(g) Park: the Away Resorts park at which you have booked to stay
(h) Park Rules: the rules which apply on the Park, by which you agree to abide while you are on the Park. These can be viewed on our website and are displayed at the Park’s reception;
(i) Away Resorts/we/our/us: Away Resorts Ltd.
1.2 When we use the words “writing” or “written” in these Terms, this will include email unless we say otherwise.
2.1 You submit the Booking to us, but this does not mean we have accepted it. We may or may not do so. Our acceptance of the Booking will take place as described in clause 2.2. If we are unable to supply you with Accommodation, we will inform you of this and we will not accept the Booking.
2.2 These Terms & Conditions will become binding on you and us when we send you a Booking Confirmation, at which point a contract will come into existence between you and us.
2.3 These Terms & Conditions apply whether you make a Booking via our website, by email, post, telephone or in person.
3.1 The price of the Accommodation will be set out at the time we confirm your Booking. Our prices may change at any time, but price changes will not affect Bookings already confirmed with you.
3.2 Our prices include supply of linen and provision of electricity and gas and entry to the Park’s facilities and are inclusive of VAT where applicable; except on Sun bookings.
3.3 When you make a Booking by telephone, we will ask you to pay a deposit of 10% of the cost of your booking, or the full price if less than £50, immediately; except Mill Rythe where the deposit is £25 per person.
3.4 A 1.5% levy will be added to charges paid by credit (but not debit) card.
3.5 Once your Booking is confirmed you are responsible for payment of the balance, which is due at least 8 weeks prior to commencement of your holiday. If the balance remains unpaid after that time your Booking will be cancelled without a refund.
3.6 To ensure that we are able to communicate with our guests in a speedy and efficient manner all correspondence and invoicing will be via electronic mail. If a customer requests paper copies of any documentation be posted to them, a charge of £1.50 will be made per item to contribute towards the costs of administration and postage.
3.7 All discounts and special offers are subject to availability and we may withdraw or reduce them without notice at any time, up to confirmation of a Booking.
3.8 Please also note that all discounts and special offers are NOT available on all parks. Please call us on 01442 508850 and ask us directly if the offer applies.
3.9 Ferry charges are not included within our prices but we can assist you with booking travel if requested.
The law and how we have to operate the park may change from time to time. If this happens then we may need to update our Terms & Conditions and Park Rules. You will be able to find the latest version online at http://www.awayresorts.co.uk/terms-and-conditions/ . If we make any significant changes to our Terms & Conditions of Park Rules after you have booked, which affect your Booking, we will give you the option to cancel with a full refund.
5.1 We will supply the Accommodation to you from the date set out in the Booking Confirmation, for the number of people stated on the Booking Confirmation, with any additional services that have been requested by you and which we are able to provide.
5.2 We will make every effort to provide the Accommodation. However, we may be unable to do so due to an Event Outside Our Control.
5.3 We will endeavour to supply a specific pitch on request, but this cannot be guaranteed and we may supply a different pitch.
5.4 We may need certain information from you in order to provide the Accommodation, including but not limited to the following:
(a) The number of people for whom the Booking is made, whether they are each under the age of 18 and their names;
(b) Whether you wish to bring a dog;
(c) The number of vehicles you will bring; and
(d) Any special requirements, such as disabled or easy access.
5.5 If you do not, after being asked by us, provide us with this information, or if you provide us with incomplete or incorrect information, we may make an additional reasonable charge to cover any extra items supplied or work required, or alternatively we may cancel your booking. If you do not pay any additional charge, we may cancel your Booking.
6.1 We do not accept Bookings from persons under the age of 18 and no person under the age of 18 is permitted on the park except pursuant to a Booking made by a person over the age of 21 years who is staying on the park, in accordance with that Booking. If this requirement is not met your Booking may be cancelled.
6.2 Bookings for teenage parties will not be accepted, whether or not accompanied by an adult.
6.3 Our Parks are used by families and friends and although we welcome groups and clubs, bookings for the following may only be made if they are accepted as Authorised Group Bookings:
(a) Stag or hen parties;
(b) Motorcycle or scooter groups;
(c) Other groups, clubs or associations;
(d) Bookings for more than five pitches or more than five units, or a related bookings for more than five pitches or more than five units in aggregate.
6.4 Any groups who come to the Park without such prior authorisation may be asked to leave without refund or compensation.
7.1 Visitors are permitted on the park subject to a £1.50 charge per visit for each visitor.
7.2 Visitors are required to comply with these Terms & Conditions, including the minimum age restriction. It is your responsibility to ensure they are aware of them before they enter the Park.
7.3 Visitors must sign in and may park in the visitors’ car park only.
8.1 Pitches are allocated on a first-come-first-served basis at the time of booking. We will reserve specific individual or adjacent pitches or areas on the Caravan and Camping area where practicable and subject to availability.
8.2 The following are not permitted on the park:
(a) Jumbo tents or tents with extending pods;
(b) Motor homes more than 7.315 metres (24 feet) long;
(c) Fifth wheelers of any kind;
(d) Converted commercial or working vehicles of any kind, including but not limited to buses, vans and trucks;
(e) Oversized awnings;
(f) Electric heaters in awnings;
8.3 A 3-metre gap must be maintained between your own caravan/motor home or tent accommodation and your neighbours’ accommodation to serve as a fire break.
8.4 If, after allowing for any awning/gazebo and the mandatory minimum 3-metre gap between units, a tent (which term includes a trailer tent) or motor home will not fit on a single pitch of approximately 10 metres by 10 metres, you must book an additional pitch. If, after arrival it is found that the combined dimensions of your tent/motor home/ gazebo/fire break exceed the pitch area, you will be charged for an additional pitch and may be asked to move to a different pitch.
8.5 Guests with caravans/motor homes are not permitted to erect tents on the same pitch but may erect one awning per pitch. Camping guests may erect only one tent per pitch.
8.6 Electric hook-ups are rated at 16amps/3680 watts 230v supply and you may not exceed this limit.
9.1 Guests in Comfort grade and higher grades may check in from 2:30 p.m. Other guests may check in from 4:00 p.m. (or earlier by arrangement). You are asked not to arrive earlier without calling us first. Your Accommodation will usually be ready by check-in time on the day of your arrival, but in the event of delay we will provide somewhere secure for you to leave your luggage temporarily.
9.2 The latest check in is at 9:00 p.m. If you expect to arrive after 7:00 p.m, you should contact us by 5:00 p.m. to inform us. If you do not arrive by 9:00 a.m. on the second day of your Booking, it will be treated as cancelled.
9.3 You must vacate the Accommodation by 10:00 a.m. on the day of your departure. Late checkout may be permitted between 10:00 a.m. and 6:30 p.m. subject to availability and prior agreement with us and on payment of a £5 additional charge.
9.4 Touring and camping guests may arrive from 12 noon. Pitches must be vacated by 10:00 a.m. on the day of departure to assist the arrival of other guests. Guests arriving after 9:00 p.m. are requested to stay on the overnight holding area so as not to disturb other guests and move to their holiday pitch the next morning.
10.1 Please let us know at the time of booking whether you require assistance with access. We will be pleased to provide, in advance, as much advice and information as possible to people with disabilities who wish to holiday at Away Resorts.
10.2 For some facilities and entertainment venues at some Parks wheelchair access may be limited. Away Resorts has some specially adapted accommodation for wheelchair users (subject to availability) but some accommodation may not be suitable for electric wheelchairs due to their weight and size.
10.3 Special requests cannot be made a condition of your booking as they are always subject to availability.
11.1 In the unlikely event that there is a problem with the Accommodation:
(a) Please tell us as soon as reasonably possible,
(b) Please give us a reasonable opportunity to put it right, and
(c) We will use every effort to repair or fix any defect as soon as reasonably practicable.
11.2 If any problem with the Accommodation, which is our fault, means we are obliged to cancel your Booking, we will refund payments made for Accommodation not yet provided to you.
11.3 We may enter any accommodation unit on the Park during the term of your Booking in order to inspect it and effect any repairs that may be found to be necessary.
11.4 Please treat the property, facilities, accommodation and touring pitches and facilities at Away Resorts Ltd with respect and care so that other guests may continue to enjoy them. In the event that you notice damage to any facility or equipment on the Park, please report it to Guest Services immediately so that we may take appropriate action.
11.5 Any malicious, wilful or unreported damage to our property may result in termination of your holiday without refund.
12.1 If we fail to comply with these Terms & Conditions or are negligent, we are responsible for loss or damage you suffer as a foreseeable result of our breach or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach, or if it was contemplated by you and us at the time we entered into this contract.
12.2 Unless we agree otherwise in writing, we only supply the Accommodation for private use. You agree not to use the Accommodation for any commercial purpose and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
12.3 We do not exclude or limit in any way our liability for:
(a) Death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; or
(b) Fraud or fraudulent misrepresentation.
13.1 We will not be liable for compensation, or responsible for any failure to perform any of our obligations under these Terms & Conditions caused by an Event Outside Our Control.
13.2 An Event Outside Our Control means any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks.
13.3 If an Event Outside Our Control affects the performance of our obligations under these Terms:
(a) We will contact you as soon as reasonably possible to notify you;
(b) We may cancel your Booking and refund your payments, or provide alternative accommodation and refund any payments you have made to us, less the cost of alternative accommodation;
(c) If the cost of the alternative accommodation is greater than the payments owed to us, you may cancel your booking and we will refund any payments you have made to us.
14.1 If you need to cancel your booking, please contact us as soon as possible by calling the Guest Services Team at your chosen park and confirming in writing signed by the person who made the booking.
14.2 If your stay has already commenced you may cancel your Booking but we will not provide any refund.
14.3 You have the following rights to cancel a Booking for Accommodation:
(a) You may cancel any Booking by contacting us in writing prior to the start of your stay and within 14 days of you receiving your Booking Confirmation. We will then confirm your cancellation to you and refund payments you have made to us less your deposit;
(b) You may cancel any Booking after 14 days of you receiving your booking confirmation. Subsequent cancellations charges are calculated based on the number of days prior to your arrival upon receipt of your written confirmation.
(i) 7 days or less, 100% of holiday cost;
(ii) 15-28 days, 90% of holiday cost;
(iii) 29-41 days, 50% of holiday cost;
(iv) 43-55 days, 30% of holiday cost;
(v) 56 days or more, no deposit refund.
14.4 You have the following rights to change your Booking for Accommodation:
(a) You may ask us to change the start date of any Booking by contacting us in writing prior to the start of your stay, provided you tell us within 14 days of receiving your Booking Confirmation and subject to availability. We will then transfer your booking to another date within 6 months of the original Booking date;
(b) If you wish to shorten your Booking we will refund you the difference between your original booking and the new booking. This refund will not include the deposit you have already paid.
14.5 Once we have confirmed your Booking, you may cancel the contract for Accommodation and receive a full refund at any time by giving us written notice if:
(a) We break this contract in any material way and we do not correct or fix the situation;
(b) We change these Terms & Conditions to your material disadvantage.
The Park Cancellation Plan is designed to protect guests from forfeited deposits and other payments made towards the holiday cost, in the event that they are forced to cancel their holiday on the park. It is strongly recommended on all holidays where the total holiday cost exceeds £30. The cost of the Plan is £4 per person (self catering) and £2 per person (caravan and camping), per booking regardless of age, as shown on the Booking Form.
Holidays with a total cost of less than £30 are not covered under this scheme and refunds in respect of these holidays cannot be made. The scheme covers holiday cancellation only. Guests are advised to arrange their own insurance cover for personal possessions, vehicle breakdown, emergency expenses, medical expenses etc. Refunds under the scheme will be made in respect of cancellations provided the following conditions are met: Notification of cancellation is made immediately and in any case before the date of arrival and confirmed in writing. A doctor’s medical certificate or other evidence is provided to show that the cancellation was unavoidable. Only members of the party included on the Booking Form and their immediate families are covered. The cancellation must relate to actual and certified illness, death or accidental injury, jury service, court of law witness summons and, provided the person is over 21 years of age, redundancy.
16.1 We may have to cancel a Booking due to the unavailability of key personnel or key facilities without which we cannot provide the Accommodation. If this happens:
(a) We will promptly contact you to let you know;
(b) We may cancel your Booking and refund your payments, or offer alternative accommodation and refund any payments less the cost of alternative accommodation;
(c) If we offer alternative accommodation you may still choose to cancel your booking and we will refund the payments you have made to us.
16.2 We may cancel the contract for Accommodation at any time with immediate effect if:
(a) You do not pay us when you are supposed to; or
(b) You are in breach of the terms of this contract in any other material way and you do not remedy the situation within a reasonable period after we ask you to.
17.1 The following is prohibited on the Park:
(a) The operation of any business or buying, selling or trading without our prior written permission;
(b) The flying of kites;
(c) Excessive noise or loud music after midnight; and
(d) Smoking anywhere on the Park.
17.2 If, either prior to your stay or during your stay with us, you breach Clause 16, or if your behaviour is antisocial or in our reasonable opinion is likely to spoil the enjoyment of the park for others, or cause damage to property, or behave aggressively or abusively towards our staff, you will be required to leave immediately, in which event you will not be entitled to a refund.
17.3 We use CCTV on our Parks for crime prevention and safety purposes.
All holidaymakers will be registered as members of the club on the Park. Club Membership/Guest Passes are issued to all guests on arrival at the park. Guests should carry their membership cards with them at all times as they will be asked to present these on entry into the park facilities. Lost membership cards can only be replaced by us.
In accordance with licensing laws, we can only sell alcohol to persons aged 18 or over. We may require you to show proof of age using an approved form of identiﬁcation such as a full passport, a new style driver’s licence incorporating a photograph, a gun licence or a valid proof of age card.
20.1 The supervision of children on the park is the responsibility of their parents or guardians at all times. Particular attention must be paid to children in the playground and swimming pool areas. The club activities form part of our entertainment programme and are not childcare facilities. We do not provide supervision of the children during sessions.
20.2 It is important that you always know where your children are, and that you know the times that the activities start and ﬁnish. It is particularly important that you make sure that your children understand that they should always obey the instructions of the Entertainments Team members, Sports Instructors and Lifeguards, so that the possibility of accidents can be reduced.
20.3 Travel cots and highchairs for caravans and chalets may be hired (subject to availability) at a charge of £10 per item per break, including VAT, payable at the point of hire. A £10 deposit is also payable and is returnable to you once the travel cot or highchair is taken back to Guest Services at the end of your holiday in the condition in which it was hired.
20.4 Travel cots and highchairs should be requested at the time of booking and you should bring your own cot linen. In most accommodation the travel cots will ﬁt in the living room only.
21.1 We do not allow dogs at Mill Rythe Holiday Park.
21.2 Certain types of dog are not allowed on any of our parks, in order to maintain the safety and well being of all our guests. These include: Pitbull Terrier, Dogo Argentino, Fila Brasiliero and Japanese Tosa and any other dogs designated by the Dangerous Dogs Act or which are legally required to be muzzled. We will require the owner of any dog to remove it from the Park if it causes a nuisance or interferes with the comfort of our guests.
21.3 Subject to Clause 19.2, we welcome up to a maximum of two well behaved dogs per accommodation unit at Whitecliff Bay, Barmouth Bay, Mersea Island and Tattershall Lakes at a charge of £30 per holiday break.
21.4 Subject to clause 20.2 we also welcome up to a maximum of two well-behaved dogs per caravan or pitch on our caravan and camping pitches at a charge of £1 per dog per night.
21.5 All dogs while on our parks must wear a collar and identity tag and be kept on a lead under the control of a responsible adult at all times. Dog owners are responsible for clearing up after their dogs and disposing of dog fouling in the bins provided. Dogs must not be left in any accommodation unattended and they are not allowed inside any facility buildings, restaurants, food serving areas and swimming pool areas.
21.6 We do not accept any other pets without our written consent prior to your arrival at the park.
21.7 If you fail to comply with this clause we may require you to leave immediately without a refund.
22.1 It is possible that in some circumstances accommodation, entertainment or a facility may have to be temporarily withdrawn, due to maintenance, renovation, adverse weather conditions, changes in governmental legislation or other factor outside our control. Should changes occur, we will endeavour to advise guests who have already booked but we are unable to accept liability for the loss of an advertised facility or to pay compensation for any inconvenience caused.
22.2 Indoor and outdoor swimming pools are subject to seasonal opening times. Guests must be over one metre tall to use our swimming pool ﬂume. Children under 8 years old must be accompanied by an adult in the water of the swimming pool.
22.3 Our swimming pool policy is displayed at pools on our Parks and by entering the pool area you agree to abide by the policy and the decision and instructions of the pool lifeguard in all matters of pool safety.
22.4 The operation of our Parks is subject to legislation and the guidelines laid down by the Health & Safety Executive and Local Authorities and their codes of practice and we have the right to adjust our services in order to meet these standards.
23.1 Our parks are situated in rural and coastal locations, partly covered by an Area of Outstanding Natural Beauty, on Heritage Coasts and adjacent to Sites of Special Scientiﬁc Interest or Conservation Areas. These areas may be unfamiliar to you and because of this it is advisable to acquaint yourselves with your holiday environment as soon as you arrive. Walking over grassy and often undulating ground, or through wooded parkland, may also be unfamiliar and may contain aspects of wildlife such as rabbit holes that you and your children need to avoid.
23.2 Local Authority planning constraints, which help to preserve the rural nature of Away Resorts Ltd properties also limit the amount of street lighting we can provide in some areas of the park. Lighting is also intentionally reduced to help children to sleep at night. So please take care when walking around the park, particularly at night, and remember that you are in an unfamiliar environment. It is always advisable to carry a pocket torch to help you avoid any accidents.
23.3 We check smoke alarms regularly and always between bookings but please check yours on arrival and throughout your stay and inform us if they are not working. Never remove batteries or disable or interfere with smoke alarms.
You must inform the Duty Manager via Guest Services should you suffer from an infectious illness whilst you are on holiday. For the protection of our guests and staff, anyone found to have such an illness may be conﬁned to their accommodation or requested to leave the park.
25.1 We are a company registered in England and Wales. Our registered office address is Away Resorts Ltd., IMEX Building, 575-599 Maxted Road, Hemel Hempstead, Hertfordshire, HP2 7DX. Our registered company number is 6458827. Our registered VAT number is 918 5823 95.
25.2 If you have any questions or complaints please contact us. You can contact us by telephoning 01442 221477, by fax to 01442 502105 or by emailing firstname.lastname@example.org
25.3 If you wish to contact us in writing, or if any clause in these Terms & Conditions requires you to give us notice in writing (for example, to cancel the contract), you can send this to us by email to email@example.com, by hand, or by pre-paid post to:
Freepost RTHA-CHBL-SEYS, Away Resorts Ltd., 575-599 Maxted Road, Hemel Hempstead Industrial Estate, Hemel Hempstead, Hertfordshire, HP2 7DX.
We will confirm receipt of this by contacting you in writing. If we have to contact you or give you notice in writing, we will do so by email, by hand, or by pre-paid post to the address you provide to us in the booking.
26.1 We will use the personal information you provide to us to:
(a) Provide the Accommodation;
(b) Process your payment to us; and
(c) Inform you about similar Accommodation that we provide and our latest news and offers but you may stop receiving this information at any time by contacting us.
26.2 We will not give your personal data to any third party unless the law requires us to do so.
27.1 If you are dissatisﬁed with any aspect of your holiday, please speak to a member of our Guest Services Team in the ﬁrst instance. In most cases they will be able to help you immediately so that you can enjoy the rest of your stay. But if you are still dissatisﬁed, you should record your complaint with the General Manager.
27.2 If, at the end of your holiday, you feel that we have not dealt with your complaint satisfactorily, you should write to the General Manager at Away Resorts Ltd within 28 days after the end of your holiday setting out your complaint.
27.3 As a consumer, you have legal rights in relation to this agreement. Advice about those rights is available from Citizens’ Advice Bureau or Trading Standards. Nothing in these Terms & Conditions will affect these legal rights.
28.1 We may transfer our rights and obligations under these Terms & Conditions to another organisation and we will always notify you in writing if this happens, but this will not affect your rights or our obligations under these Terms.
28.2 You may only transfer your rights or your obligations under these Terms & Conditions to another person if we agree in writing.
28.3 This contract is between you and us. No other person has the right to enforce any of its Terms.
28.4 Each of the paragraphs of these Terms & Conditions operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in effect.
28.5 If we fail to insist that you perform any of your obligations under these Terms, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a breach of these Terms & Conditions by you, we will only do so in writing, and that will not mean that we will automatically waive any later breach by you.
28.6 These Terms & Conditions are governed by English law. You and we both agree to submit to the jurisdiction of the English courts.
May we welcome you to our [quiet and friendly] park and hope you will enjoy your stay with us.
Away Resorts Ltd.,
575-599 Maxted Road,
Telephone: 01442 221477
Fax: 01442 502105