Custard Pine Lodges - Terms and Conditions

Please read carefully. When you book your holiday with us, you are entering into a contract, which binds you and us in various ways. You will see we have clearly set out the booking conditions with a list of responsibilities and commitments we and you have towards each other.

Minors. We cannot accept bookings from anyone under 18 years of age.

Accommodation. We expect all our lodges and its contents to be in the same condition as when you arrived, we reserve the right to charge you for any extra cleaning, missing items or damage to the accommodation during the hire period. We reserve the right to enter any accommodation (without prior notice) if special circumstances or emergencies arise (for example if repairs need to be carried out).

Privately Owned Lodges. Privately owned lodges are unique and personnel in their décor and amenities, that is part of the charm of a holiday lodge over a hotel. However, the lodge owner can change the personnel décor items and amenities; and we at Custard Holidays make every attempt to give a generally accurate description of each lodge. Due to lack of control, we have in what the owners do at any given time you should not find it surprising if you find some differences upon your arrival.

Occupancy. Occupancy shall be from 4pm on the day of arrival to 10am on the day of departure, unless special arrangements have been made. If for any reason you expect to arrive after 6pm please let the park know to arrange key collection.

Damage to Park. The hirer shall be liable to the Park for any damage caused to the Park grounds during the period of hire.

Pitching Tents. Under no circumstances are you allowed to pitch a tent on the grass around the lodge or anywhere else on the park without prior consent.

People. A maximum of 8 people are allowed to stay in the lodge unless a prior agreement is made. If you are found to be in breach of this condition then there will an additional charge of £50 per person per night.

Behaviour. All parks are privately owned and visitors should conduct themselves in an orderly and courteous manner. The Management of the park(s) reserves the right at its sole discretion, to remove any person(s) acting in a manner likely to be detrimental to the enjoyment of any other person. In this event, you are still liable to pay the hire price and no refund will be due.

Groups. Should you arrive in a group both the park(s) and Custard Holidays reserve the right to ask you to pay a security deposit at the time of take over. Should any member(s) of your group not be suitable to continue the holiday because of unreasonable behaviour, damage to property, or annoyance to other holidaymakers, we reserve the right to ask you to leave. In this event, you are still liable to pay the hire price and no refund will be due.

Parks Facilities and Amenities. Custard Holidays do not own the parks, which mean occasionally circumstances, arise over which we have no control making it necessary to alter, remove or delete facilities or amenities without prior notice.

All facilities and amenities are subject to availability out door or on the lake, are subject to appropriate weather conditions this is at the parks discretion.

Wheelchair/Disabled Persons. Many of the park locations and much of the accommodation we offer is suitable for visitors with mobility difficulties.

Special Requests. We are unable to guarantee any special request, but we will make every effort to fulfil them (e.g., for adjacent properties).

Linen. Bed Linen, duvets, towels and tea towels are provided.

Pets. Pets are allowed in designated lodges only and there is an additional charge applied per dog. You must tell us that you are bringing your dog when you make a booking. Dogs are only allowed on the clear understanding that in no circumstances may they lie on the bedding or sofas. Pets must not be left unattended in the accommodation or elsewhere and must be on a leash at all times. If at our discretion we consider your dog to be dangerous or to be causing a nuisance, harm or threat to other holiday makers or staff at the park, we may ask you to remove the dog from the park (without refund) or have the dog removed to kennels at your expense.

Your Vehicles. Your vehicles, their accessories and contents are left entirely at your own risk. The Park and Custard Holidays will not be responsible for any loss or damage to any vehicle from any cause whatsoever other than, in the case of the Park management, the negligence of him/herself or his/her employees or agents or, in our case, negligence of ourselves or our employees or agents.

Cancellation. If you are forced to cancel your holiday due to illness, a death*, redundancy or jury service, to any member named on your booking. Proof in the form of doctor’s certificate, employers or court notification will be required in writing prior to your confirmed holiday start date. For a premium of only £25 per week per lodge or £15 per short break per lodge, for all cancellations notified 7 or more days before start date you will receive a full refund of all monies paid by you and received by us less deposit and cancellation cover (subject to having received written notice), if you cancel within 7 days of your holiday you will receive 50% refund less deposit and cancellation cover (subject to having received written notice). On all deposit only claims, you will receive full refund less cancellation cover and £15 admin fee. If during your stay you have to leave for whatever reason, any refund will be at the discretion of Custard Holidays.

If you choose not to take out our Holiday Cancellation cover or cover of your own
NO REFUND WILL BE GIVEN ON ANY MONIES PAID.

If we change or cancel your booking for any reason, our aim is to provide all the services and facilities as described in the brochure. Should we need to make any major changes or in exceptional circumstances cancel your booking, we will endeavour to advise you and provide the following options:

1) A replacement holiday comparable or superior to the one booked or
2) A replacement holiday together with the difference in price between the replacement and the booked holiday or
3) A transfer to another date
4) A full refund

* Close relatives Husband, Wife, Father, Mother, Father-in-Law, Mother-in-Law, Brother and Sister, Child or Dependant.

Please note that the decision on all claims will be final by Custard Holidays Ltd

Changes. You may change your booking with Custard Holidays for any reason provided the change is within 7 days of the holiday start date. Each change is subject to a £15 admin fee. Please note that any change of date will be likely to involve a change in price of your break. The price of your revised date at the point at which you made your original booking will apply. You will then be required to pay us any increase due and we will pay any refund due.

Liability. Except where otherwise specified in these conditions of Hire Custard Pine Lodges can accept no liability for any damage, expense, injury, death or loss of any nature whatsoever suffered by any person(s) from any cause whatsoever other than, in the case of the Park management and/or manager(s) the proven negligence of him/herself or his/her employees or agents or, in our case, the proven negligence of ourselves or our employees or agents.

Any Shortcomings. You must notify any shortcomings with your accommodation to the Park or to Custard Pine Lodges immediately so that remedial action, if appropriate can be taken.

If a significant problem is not resolved to your satisfaction, please contact us as soon as possible during your holiday; note however, our offices are only open Monday to Friday 8.30am till 6pm in emergencies please notify the park who will contact someone from Custard Holidays immediately for you.

For all complaints and claims, which do not involve personal injury, illness or death, we regret that we cannot accept liability if you fail to notify Custard Pine Lodges of any complaint or claim during your holiday and write to us within 28 days of the end of your holiday.

Data Protection Policy. In order to process your booking and to ensure that your travel arrangements run smoothly and meet your requirements and need to use the information you provide such as name, address and special needs etc.

We will not pass any information onto any person not responsible for part of your accommodation and travel arrangements, this applies to any sensitive information that you give us such as details of any disabilities, or dietary/religious requirements. (If we cannot pass this information to the relevant suppliers, we cannot provide your booking. In making this booking, you consent to this information being passed on to the relevant person).

Your data controller is: Custard Holidays Ltd.

You are entitled to a copy of your information held by us. If you would like to see this please contact us.

We will hold your information, where collected by us, and may use it to inform you of offers in the future or to send you brochures. If you do not wish to receive such approaches in the future, please write to us.

We may also provide your details to selected third parties for similar purposes. If you do not wish to receive such approaches in the future, please write to us.

PLEASE NOTE ALL CUSTARD PINE LODGES ARE NON-SMOKIN