Terms & Conditions | Hideaways In Hay

Website by me@SilentImpressions.com

Luxury

award-winning

self-catering holiday cottages and holiday house for

hi-spec

uk rental

vacations

TERMS & CONDITIONS | Hello, and welcome to our Terms & Conditions page.

LEGAL | INCREDIBLY DULL but important, please do read these! Receipt of your deposit or full fee will be taken as confirmation that you have read and accept our Terms & Conditions detailed on this page, and our Privacy policy on the Privacy Page. These conditions are subject to change at our discretion, so please do return to these pages from time to time. We have tried to make these conditions as clear and simple as possible. They are designed to provide clarity and to protect both you and us. Due to their ‘legal’ nature they may sometimes sound onerous, but we are honourable people and trust that these provide reasonable ‘ground rules’!

RENTAL PERIOD | Our Cottages are usually available for periods of three, four or seven night stretches, although the Booking calendar will allow longer bookings. Our Jacobean Town house is available for a minimum period of 7 nights.

ARRIVAL DAY | Is usually Friday for seven nights or more, and also for three-night weekend breaks. For a four-night mid-week break the arrival day is a Monday.

ARRIVAL TIME | Your holiday property will normally be ready for you to take over from 4.00 p.m. at the start of your booking. Please telephone (+44 (0)1497 822827) if you anticipate arriving late so that arrangements can be made to welcome you. Please do not arrive early, as time is needed to thoroughly clean the properties between lets.

DEPARTURE TIME | Again, as time is needed to thoroughly clean the properties between lets, you should leave the cottage on the day of departure by 10:00 a.m. and return keys by 10.30 a.m. We will inform you where to deposit the keys on your arrival.

PAYMENT TERMS |

PROVISIONAL BOOKING | Our online booking system allows you to make a 'Provisional Booking' on payment of a 33% deposit. If you book within 8 weeks of your arrival you will be required to pay 100% or the FULL PAYMENT. When you enter your details and CLICK TO PAY, we send out an automated FIRST EMAIL confirming that we have received your booking. This 'PROVISIONAL' Booking will then show up on the Booking Calendar in yellow, and will remain there for 2 hours while we await an automated payment confirmation from Paypal. When Paypal confirms your payment, you will receive a SECOND EMAIL from us confirming the we have RECEIVED PAYMENT, and that your BOOKING RESERVATION STATUS is now changed from ‘Provisional’ to AWAITING CONFIRMATION. If after 2 hours we have not received payment notification from Paypal, your 'PROVISIONAL' booking will be automatically cancelled.

PAYPAL | Please remember, YOU CAN USE A CREDIT CARD with Paypal and are not required to have a Paypal account to do so. If you are unable to pay via the Paypal system or you would prefer to use an alternative, you will need to make arrangements with us within the 2 hour window, so that we can manually upgrade your booking to AWAITING CONFIRMATION.

Your booking will only become CONFIRMED when we have received FULL PAYMENT, and you have received a THIRD EMAIL - your Booking Confirmation email - from us. We will contact you by phone or email to agree arrangements for the payment of the Balance - (if a balance is due). Until we receive your FULL PAYMENT, we reserve the right to place your booking with an alternative ‘FULL PAYMENT’ client. However it is rare that such an eventuality would occur. If it does occur it will be likely that the reason is a failure on your part to pay the FULL PAYMENT prior to the FULL PAYMENT cut-off date. You are required to make the full payment 8 weeks before arrival and failure to do so will be considered a cancellation on your part. (see also FULL PAYMENT and CANCELLATION below).

PAYMENT OF BALANCE | On payment of the full balance (and DEPOSIT AGAINST DAMAGE - for the Jacobean Town House - see below), your booking will become 'CONFIRMED', and turn from YELLOW to BROWN. Confirmation however will occur only when you receive a THIRD EMAIL - your Booking Confirmation email - from us, and we will send this to you once we have confirmed receipt of all outstanding balance payment. In addition, you will receive an email reminder with details of any balance due, and how to pay it. You can choose to make the balance payment via our email reminder or our Online Payments page (see Online Payments) in transactions of up to £500. If at any time you have any queries do call us on +44 (0)1497 822827.

FULL PAYMENT | is due 8 weeks before the start of your holiday. If you book within this time period, the full charge should automatically be levied in the online booking process. If this does not happen, we will contact you directly by phone to agree arrangements for the payment of the Balance, however confirmation of booking only occurs when you receive your Booking Confirmation email from us.

CANCELLATION | Following your reservation and receipt of your deposit, cancellation by you within 12 weeks of your arrival date will entail both the potential loss of your deposit and responsibility on your part for payment of the outstanding fee. We hope that this will not happen, and our intention is to do everything in our power to re-let the property for you. If your accommodation is re-let for any of the nights that you reserved, then we will be pleased to reimburse you for those re-let nights. If we are able to re-let the property on your behalf - in part or in full, we will reimburse you, less an administration charge of £50. If cancellation is accompanied by a doctor's certificate, a full refund will be given. In the event that we (not you) are forced to cancel your booking for any reason, and we have no reason to believe that this will happen, our liability to you will be limited to your receiving a full refund from us.

CONDITIONS OF RENTAL | FACILITIES

RESPONSIBILITY AND SAFETY | Accommodation at Hideaways In Hay is let on the understanding that our clients are responsible for their own safety and well-being. Whilst we have taken great care in building our properties with the safety of our guests in mind, our cobbled courtyard and flagstones invariably have uneven surfaces, and you need to take care at all times and particularly after a rainfall.

PARKING | One private parking space is provided for each of our cottages, and two for the Jacobean Town House. Entrance to the parking area is via large wooden electric gates. We will provide you with a remote control for these when we give you your keys - so your vehicle(s) will be securely parked. However, cars are driven and parked on our property at your risk. Care should be taken particularly on entry and exit as the entrance is narrow, and the gates lead directly on to the public road. If you are at all nervous, please ask us to park your car for you.

CHILDREN | Our home, the Jacobean Town House is not ‘child proof’ and is therefore not suitable for children. We do apologise, but it is just the way it is, we renovated and repaired the Town House as a luxury adult home for us, and for you as our guests. Babies up to the age of 10 months are welcome in the Town House, and parents need to know that this house is on multiple levels with hard floors, and plenty of hard object to bump into - you will need to keep a close eye on your babies! Children and babies are fine in the Coach House or the Stables - bear in mind that these have one double bedroom and a sofa-bed each - on different floors. A high chair, and stair guards can be provided on request for clients who book the Coach House or Stables or Jacobean Town House. Parents must be responsible for keeping their children away from lighted fires or wood-burning stoves - these get very very hot.

NO PETS & NO SMOKING | We apologise, but we cannot accommodate pets. We have a no smoking policy inside our properties, so if you do smoke, please do so outside, and we would be grateful if you could dispose of you cigarette 'evidence'!

LINEN PROVIDED | Bed Linen and towels are provided. A flannel, hand towel, bath towel, and dressing gown are supplied for each guest. Guests also receive soap, shampoo, bath salts or gel.

DEPOSIT AGAINST DAMAGE | In the case of the Jacobean Town House only, we require a deposit against damage of £500. This will be collected in addition to the Booking Fee for your holiday - and is due 8 weeks before arrival. This deposit will be returned to you within 14 days of your departure, subject to their being no substantial damage requiring attention. In the event that there is damage, we will submit to you a verified estimate of our cost of repair or replacement and deduct this from the deposit before returning any balance to you. In the event of the damage not being covered by the deposit you will remain responsible for the outstanding amount due to us and you hereby authorize us to take the necessary steps to collect it from you including our legal costs, if any.

LEGAL JURISDICTION | Any dispute not otherwise settled between the parties and arising from a breech of these terms and conditions or as a result of injury or accident will be decided in accordance with the laws and courts of England & Wales and any judgement made against you or us in those courts of England & Wales shall be accepted by both parties. In the event that judgements are made in the courts of England & Wales against you, these shall be enforceable and honoured in the jurisdictions of your county of residence.

INSURANCE | We always recommend that all our guests take out cancellation insurance. For those traveling from abroad, we would advise that you also have health and accident insurance cover for your vacation. Accidents are extremely rare - to date we have had none here at Hideaways - but it is wise to be prepared. We do have public liability insurance.

NO HIDDEN EXTRA CHARGES | There are no hidden extra charges: no VAT, no extra utility charges, no charge for cots or high chairs (see CHILDREN below). Prices include a basket of logs for both the Coach House and the Stables. There is an unlimited supply of logs in the Town House. If you require extra cleaning and change of linen (see CLEANING below) you will incur charges, but these are within your control.

WITH OUR COMPLIMENTS | Fresh seasonal and locally sourced flowers plus a complementary bottle of wine await your arrival. Our well equipped kitchens are stocked with basics such as olive oil, tea, coffee, milk, etc.. We provide all linen soaps and towels.

CLEANING | Our properties are fully cleaned and serviced between bookings but, as the cleaner's time is often limited during busy periods, we would kindly ask you to leave your property as clean and tidy as you found it. For those who book for longer periods than 1 week, a cleaning service can be arranged for an additional £70 in the Coach House or Stables or £150 for the Jacobean Town House per cleaning - this will include a change of linen. For those renting the Jacobean Town House, we will retain access to the Utility Room facilities on changeover days - access will be by a side entrance, leaving our guests undisturbed.

WHEELCHAIR ACCESS | We are sadly unable to accommodate wheelchair access. Our properties date back to medieval times, are built on different levels and are Grade II Listed. We were unable to do anything about wheelchair access when we repaired, renovated and restored them between 2002 and 2006. Our UK planning laws are very quirky, and in national and local government the left hand is rarely co-ordinated with the right.

HEATING | We have full underfloor heating in all our properties. In addition, and to add that cosy extra, each have a wood-burning stove with complimentary basket of chopped wood provided in the Coach House and the Stables. The Jacobean Town house has one open fire in the kitchen and a wood-burning stove in the drawing room, with unlimited supplies of wood.

ENTERTAINMENT FACILITIES | Full viewing equipment is there for your enjoyment with flat screen TV, Sky digital, DVD player, broadband, radio/CD player, plus a stock of DVDs, CDs and a selection of books, maps to borrow, cards & games, and leaflets describing ‘what’s on’ in and around Hay-on-Wye. (The Jacobean Town House has both DVD & cassette players but no SKY and NO live television: if you wish to watch current TV programs, with a laptop, you can do so using our full free broadband & BBC i-player. You may prefer to browse our custom built library though and read a book instead!) Wifi Broadband is available FREE throughout the properties.

FINALLY | We trust you will have a fabulous, romantic, peaceful and relaxing holiday. We are at your service so please do ask us if you need any further help or information.