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Terms and Conditions
Booking Terms and Conditions
We are the Willows Fishery Ltd (company registration number 12257577) trading as Willows Retreats Ltd of The Old Post Office, 41 – 43 Market Place, Chippenham, Wiltshire SN15 3HR.
In these Booking Conditions references to "you" and "your" include the first-named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is transferred.
Accuracy of information
We endeavor to ensure the accuracy of all the information and prices in our advertising material. However, occasionally changes and errors do arise, and we reserve the right to correct them in such circumstances. You must check the current price and all other information relating to the arrangements that you wish to book before your booking is confirmed.
Key Terms
You will enter into a binding contract with us once you have paid a deposit or made full payment for your arrangements, as the case may be, at the time of booking. If you then cancel your arrangements, you will be required to pay cancellation charges up to 100% of the cost of your booking, depending on how long before travel you cancel. You can make changes to your confirmed arrangements in certain circumstances. We will make a charge for processing these changes. The party leader must be at least 18 and resident in the UK or the British Isles and must be authorised to make the booking on the basis of these Booking Conditions by all persons named on the booking. In making your arrangements, the party leader confirms that he/she is so authorised and that all party members agree to be bound by these Booking Conditions. The party leader is responsible for making all payments due to us. Our agreement becomes binding when we issue a confirmation directly to you. Please check all details on the confirmation (or any other document issued) immediately on receipt. It may not be possible to make changes to your arrangements later so you should notify us of any inaccuracies in any documentation as soon as reasonably possible after you receive them. It may harm your rights and ability to travel if you don’t.
Payment
You will be required to pay a deposit or make full payment for your arrangements at the time of booking. In any event and unless we otherwise inform you at the time of booking, full payment is due no later than 6 weeks prior to arrival or at the time of booking, whichever is later. If we do not receive any payment due in full and on time, we reserve the right to treat your booking as cancelled by you in which case the cancellation charges set out in the cancellation section below will become payable.
Special requests
Special requests relating to your arrangements must be advised to us at the time of booking. Whilst we will try to meet or arrange your reasonable special requests, we cannot guarantee that they will be fulfilled. If we are able to specifically confirm a special request or requirement, we will do so on our confirmation but where requests or requirements have not been so confirmed in writing on our confirmation, a failure to meet them will not be a breach of contract on our part.
Accessibility
In general, the lodges are accessible for reduced mobility, but if you or any member of your party has any precise medical problem or disability please advise our hosts before we issue our confirmation. We will only provide precise information on the suitability of the lodge taking onto account your needs if you specifically request us to do so. Acting reasonably, if we are unable to properly accommodate your needs, we will not confirm your booking and/or if you did not give us full details at the time of booking, we will treat it as cancelled by you when we become aware of these details.
Changes and cancellations by you
If you wish to make any changes to your arrangements after they have been confirmed, you must inform us as soon as possible. Your notice requesting a change or cancellation will only take effect when it is received in writing by us in email or letter from the first-named person on the booking and will be effective from the date on which we receive it. We can’t guarantee that changes can be met, although we will do our best to assist. Where we are unable to assist with making a requested change and you do not wish to proceed with the original booking, we will treat this as a cancellation by you. If any member of your party is prevented from travelling, that person(s) may transfer their place to someone else (introduced by you and satisfying all the conditions applicable to the arrangements, including an agreement to these booking conditions) providing we are notified in writing not less than seven days before departure and you pay an amendment fee of £25. Both you and the person to whom you would like to transfer your arrangements shall be jointly and severally liable for the payment of any balance due and for any additional fees. If you are unable to find a replacement, cancellation charges as set out below. Otherwise, no refunds will be given for passengers not travelling or for unused services.
Charges in the event of a cancellation
In the event of a cancellation, you will have to pay the applicable cancellation charges up to the maximum shown below:
Changes and cancellation by us
Occasionally we may have to make a significant change to our confirmed arranged, should we be required to cancel your stay for any reason you will receive a full refund, but no compensation will be offered.
Unavoidable and extraordinary circumstances
Except where otherwise expressly stated in these booking conditions we will not be liable or pay you a price reduction or compensation if our contractual obligations to you are affected by unavoidable and extraordinary circumstances beyond the control of the party who seeks to rely on them which we could not avoid even if all reasonable measures had been taken. These events can include, but are not limited to war, threat of war, civil strife, terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and adverse weather, sea, ice and river conditions and all similar events outside our control.
Complaints
If you experience difficulty or lack of conformity during your holiday, you must inform us without undue delay so that we can take steps to assist you or put things right. If you fail to do so, we will be unable to consider any claim for compensation. You should also contact us by telephone on 07925 858004 or locate your host on site. Failure to follow the procedure set out in this clause may affect your rights under our agreement.
Your behaviour
If in our reasonable belief or opinion or in the reasonable belief or opinion of any person in authority, your behaviour is jeopardising the safety of people or property therein or good order and discipline in the grounds; or is causing or is likely to cause distress, danger, damage or annoyance to any third party or property, we reserve the right to terminate your arrangements immediately. In the event of such termination our responsibilities to you will cease and you will be required to leave your accommodation immediately. We will have no further obligations to you and will not meet any expenses, costs or losses incurred as a result. You will also be required to pay for loss and/or damage caused by your actions directly to us prior to your departure from the lodge. If you fail to do so, you will be responsible for meeting any claims and costs subsequently made against us as a result.
Jurisdiction and applicable law
This contract and all matters arising out of it are governed by English law. We both agree that any dispute, claim or other matter which arises out of or in connection with this contract or your holiday will be dealt with by the Courts of England and Wales only.
Photographs, Publicity & Errata
You agree that you may be photographed in the course of your holiday for the purpose of our future publicity and that any written comments you make about your holiday or us may be published by us.
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Building works: Please be advised that there may be light building work taking place in the grounds during the hours of 8:00am and 4:00pm. While we expect minimal disruption, we appreciate your understanding and patience during this time.
If you have any concerns or require further information, please don't hesitate to reach out.
Number of People using the Holiday Accommodation
No extra people/visitors are allowed to enter the premises, no events or parties allowed, No Smoking, no access to the lake ie: no swimming or boating allowed. The number of people using the holiday accommodation shall not exceed the maximum number stated without prior written agreement from the Company. In the event that the maximum is exceeded without such agreement the Company reserves the right to refuse or revoke the booking, at any time during the stay. This would be treated as a cancellation by the Guest and no refund would be due.
Access
The Company’s representative (the Host) shall be allowed access to the holiday accommodation at any reasonable time during any holiday occupancy.
Death or Personal Injury
Whilst we do not seek to limit our responsibility for fraudulent misrepresentation or if you are injured or die as a result of our negligence we have no responsibility (to the extent permitted by law) to compensate you (whether or not we are negligent) for any direct financial loss, loss of profit, revenue, time, anticipated savings or profit or revenue, opportunity, data, use, business, wasted expenditure, business interruption, loss arising from disclosure of confidential information, loss arising from or in connection with use of the service or inability to use or access the service or a failure, suspension or withdrawal of all or part of the service at any time or damage to physical property or for any other similar direct loss that may arise in relation to this agreement whether or not we were advised in advance of the possibility of such loss or damage. No liability shall be accepted by us for loss, damage or theft of personal property belonging to guests, either in the property or in/to cars, bicycles or other vehicles left on the property. Nor shall liability be accepted by us for accident or injury to guests, either within the property or outside.