You can choose one of the following two options if your accommodation is not being provided for any reason, or if you cancel your booking because UK government public health (Future lock down) measures mean you are not allowed to travel:
Full refund if you have to cancel
We will refund you the full amount you have paid for your booking.
Transfer to a later date
Subject to availability, we will help you move your booking to a later date with no admin fees, but please be aware that if the cost of your new accommodation is higher than your original booking, then you’ll need to pay the difference.
Terms and Conditions
Avallon Lodges Booking Conditions – Lodges in these booking conditions, ‘you’ and ‘your’ means all people named on the booking (including anyone who is added or replaced at a later date). ‘We’, ‘us’ and ‘our’ means Avallon Lodges Cornwall PL15 8NX. Before booking through us, please read these booking conditions carefully and all the other information relevant to your booking, including: the property rental conditions (which means all information in any specific conditions or restrictions set out in the website description of your chosen properties); the Important Holiday Information section of the website or other publication we tell you about; and any other written information we brought to your attention before we confirmed your booking, we accept no legal responsibility for any contract you enter into for the property or travel arrangements or for the acts, omissions or failure to act of any owner or service provider or other person connected with your booking. Your contract will be with the owner or service provider of the arrangements and when making your booking we will arrange for you to enter into a contract with the applicable owner/service provider. Your booking with us is subject to these booking conditions and the specific terms and conditions of the owner/service provider you contract with. All properties on our website are offered for the sole purpose of holiday lettings, unless expressly agreed otherwise in writing by the owner and us. Accordingly you agree that your booking is for the sole purpose of holiday accommodation and accept that you are not offered any rights to the property other than the right to occupy the property as holiday accommodation for the period of your booking. No booking of any kind is an ‘Assured Shorthold Tenancy’ or protected under the Protection from Eviction Act 1977. IMPORTANT: UK accommodation only bookings Clauses 1 to 20 (inclusive) in Section A apply to all bookings and are known as our “Basic Booking Conditions”. Section A 1. Making your booking All bookings depend on the property and other arrangements being available. You, as the person in charge of the party (the “party leader”) must be at least 18 years old at the time of booking. All other members of the party must authorise you to make the booking on the basis of these booking conditions. By making the booking, you confirm that you are authorised to make the booking and that all other members of the party agree that the booking will be governed by these booking conditions. You, as the party leader, are responsible for making all payments due to us. Group bookings: The organiser or leader of a group booking is responsible for identifying the booking as such and for providing the party details. Should you arrive at your property in a group without notifying us of the required details, which we pass on to the owner, the owner has the right to refuse to hand over the property to you without a refund or compensation. As long as the property is available and we have received all the relevant payments from you, we will give you written confirmation (see below) as soon as reasonably possible. This confirmation will show your booking details, the amount you have paid and the amount you still owe for the booking. Your binding contract with the owner and/ or service provider (whichever applies) will apply from the date we issue you (or your Travel Agent) with the written confirmation on their behalf. For bookings made within 14 days of the departure date, you will have a binding contract with the owner or service provider when we give verbal or written confirmation to you or your Travel Agent and you have made the appropriate payments to us or your Travel Agent. If we pay the deposit into our bank account, it will not mean we have accepted a booking unless we have issued you with a written confirmation. Please do not make any other travel arrangements (such as flights) until we have issued you with a written confirmation. We will give you your written confirmation either by post or by email. If you book with us online, we will acknowledge that we have received your booking and then send you confirmation by email. If you book by post or phone, we will send your confirmation to you by email unless you tell us at the time of booking that you would prefer it to be provided by post. It is your responsibility to check your emails regularly and to let us know about any change to your email address. We, on behalf of the owner or service provider (whichever applies), have the right to refuse any booking before we send you your written confirmation. If we do this, we will tell you verbally or in writing and promptly refund any money you have paid to us. In this case, neither we nor the owner or other service provider (if any) will have any legal responsibility to you. As soon as you receive your confirmation, you must check the details carefully. If anything is not correct, you should tell us immediately otherwise we cannot help or accept responsibility. Please ensure that names are exactly as stated in the relevant passport. If you book through a Travel Agent, we will send your confirmation and all other documents to your Travel Agent. Where we offer the option of a provisional telephone booking, the property will be released for general sale after the agreed time period (usually 24 hours) unless you fully confirm the booking. Even if we have sent a written confirmation, we on behalf of the owner or service provider, have the right to cancel a booking where there are reasonable grounds to believe that (i) it is not legitimate (ii) you are likely to breach any of our booking conditions (iii) information supplied by you in relation to your booking is incorrect. If we cancel your booking, we will tell you in writing and neither we nor the owner or service provider will have any legal responsibility to you. 2. Payment When you book, you must pay the deposit amount then due plus any applicable booking fee by debit or credit card, or by sending us a cheque. We only accept payment in pounds sterling. Standard Deposit* Total Booking Price Deposit per Booking 33% of booking value. For some bookings we may require a higher deposit amount. The exact deposit amount will be notified to you at the time of booking. We must then receive the rest of the money owed no less than 10 weeks before the start of your trip. However, if you book less than 10 weeks before the start of your trip, we must receive full payment of the total cost of your booking (including any insurance premiums) when you make the booking. For any arrangements booked less than two weeks before the start of the trip, you must pay for the booking in full by debit or credit card or by bank transfer at the time of booking. If you do not make any payment due in relation to your booking by the appropriate date we, on behalf of the owner or service provider, are entitled to assume that you want to cancel your booking. In this case, your booking will be cancelled immediately and the provisions of clauses 7b and 24 of Section A or clause B6 of Section B will apply, as appropriate. You may also need to pay additional charges. If your bank refuses to make your payment for any reason, we are entitled to make an administration charge of £35. If gift vouchers are used as full or part payment, these will be returned in the event of any refund, not a cash replacement. Except where otherwise advised or stated, all monies you pay to us for your booking (except for insurance premiums, bookings fees and our commission) will be held by us on behalf of the owner/service provider and forwarded on to the owner/service provider in accordance with our agreement with them. 3. Pricing We keep the prices under constant review and the prices of unsold arrangements may be increased or reduced at any time. We may also correct mistakes in the pricing of unsold arrangements at any time. We will confirm the price of your booking when you make it. As changes and mistakes can happen, you must check the price and all other details of your chosen arrangements at the time of booking. All prices quoted or otherwise given to you include all charges and any taxes or government charges which may apply to your booking at the time it is made. You may be required to pay any additional taxes that arise after your booking has been confirmed. We can pass on to you, in full, after we have confirmed your booking, all costs or charges the owner or service provider makes to us which are connected with your booking, including any price increases due to changes in the exchange rates of currency. All accommodation prices are for the property and are not on a per person basis, except when an extra person charge applies. We can charge a booking fee for the services we provide in administering your booking. Any booking fee will be stated on our website and will be shown as a separate charge on your confirmation. Lowest Price Guarantee: In the unlikely event that you find the same holiday accommodation, available on the same day you make your booking (like for like) at a lower price, we will only charge you that lower price. The holiday accommodation concerned must be the same as the one you book with Avallon Lodges and must in particular have: • The same start and end dates; • Be in the same type/model of unit; . All you need to do is provide us with proof of the lower price you have been quoted by giving us evidence (including the telephone number or the details of the website where the price can be confirmed). We reserve the right to reject claims if reasonable proof is not available or if the holiday accommodation is not the same. The lowest price must be available on the day that you make your booking. If you have written or e-mailed proof of the price, you can just e-mail this to us. If you are sending your proof by post, please send it first class. In all cases, we need proof within 7 days of you making your booking. All terms and conditions continue to apply. 4. Offers with a low deposit Occasionally, we make offers giving you the chance to book properties with either no deposit, or a deposit which is lower than usual. We will give you details of any extra terms that may apply to the offer before, or when, you make your booking. You should read these extra terms with these booking conditions, as both apply to your booking. If you book a property with either no deposit or one which is lower than usual, you also agree to pay the difference between the amount paid and the usual deposit (see Sec. 2) for Standard Deposit amounts), plus any booking fee, either at the time the balance of your booking is due or, if you cancel, at the time you cancel the booking. If you cancel, you must also pay all other cancellation charges which may apply. Please see clause 7b, 23 to 27 (inclusive) of Section A or clause B6 of Section B, as appropriate, for details on cancellations. 5. Website details We aim to make sure that the information provided is presented accurately on our website and other promotional literature or material we produce and provide. It is intended to present a general idea of the arrangements. Not all details of the relevant facilities can be included on our website. Furthermore, there may be small differences between the actual property/arrangements and its description. This is usually because we are always aiming to improve services and facilities. Occasionally, problems mean that some facilities or services are not available or may be restricted. If this happens, we will tell you as soon as reasonably practical after we become aware of the situation. We cannot accept responsibility if some facilities or services at the property are not available or restricted, nor can we accept responsibility for any changes or closures to local services or attractions mentioned on our website, by our advisers or advertised elsewhere. We make reasonable efforts to make sure that information we give you about your property and its facilities or services, as well as advertised travel and other services, is accurate and complete on the date given. We cannot accept responsibility for any inaccurate, incomplete or misleading information about any property/arrangements or its facilities and services, unless this was caused by our negligence. Distances and sizes are provided as useful guides. Certain items in photos (soft furnishings etc) are subject to change, and may not always be exactly as shown. Please check specific concerns with us before booking. Where Wi-Fi is an advertised facility, please note that its provision is subject to availability and network conditions. It may not be available 24 hours a day and is provided for pleasure not for business. Bookings are not accepted if they are wholly reliant on the uninterrupted, unlimited provision of Wi-Fi. Download limits may apply, please check when booking. 6. If you change or cancel your booking a. Changes If you want to change any detail of your confirmed booking, we use reasonable endeavours to make the changes. However, we must receive your notice in writing by post or email. We may agree to accept notice over the telephone, but this should be arranged with us first. We reserve the right to consider changes to your dates or property as cancellation of the original booking and so you will in such circumstances have to pay cancellation charges. Also, we cannot guarantee that we will be able to meet your request and we will have to check this. You will be asked to pay us an administration charge of £35 for each change or £60 for each change if you have already been issued with travel documents you will have to pay any costs incurred in facilitating this change for you which will be charged at the current website price, which may be different from the price on the website from which you booked your chosen arrangements. Holiday Park accommodation - you can change your accommodation to another type within the same holiday park for the same calendar year up to 10 weeks before your arrival date, subject to availability. The above administration fee will be payable plus any price difference. b. Full cancellations – If you have to, or want to, cancel your booking after it has been confirmed, you must phone us on the number shown on your booking confirmation as soon as possible or advise your Travel Agent. The day we receive your notice by phone from you or your Travel Agent to cancel is the date on which we will cancel your booking. Our confirmation in writing will confirm receipt of your cancellation. If you cancel, you will have to pay a cancellation charge based on the number of days before the arrival date at the property that we receive notice, as shown in the table below. For the purpose of the table below, total cost means the total cost of the accommodation booking, including any optional extras. In addition to the cancellation charges below, you will still have to pay any insurance premiums, booking fees, credit card charges and administration fees for making any changes as these are non-refundable. The cancellation charges below have been calculated as a genuine preestimate of the losses we would incur in the event you cancelled your holiday within the stipulated time period. If you have already paid insurance premiums, booking fees, credit-card charges and administration fees, we will not refund these if you cancel. Number of days before the start date of your trip that we receive your notice to cancel (or on which you are deemed to have cancelled) Cancellation charge (plus all booking fees, any insurance premiums or administration fees you owe) More than 70 days Full deposit (including any balance of the deposit due) 57 – 70 days 50% of the total cost or full deposit (including any balance of deposit due), whichever is greater. 43 to 56 days 60% of total cost 29 – 42 days 75% of total cost 8 to 28 days 90% of total cost 7 days or less 95% of total cost If you live outside the UK and have booked through a local agent, the term ‘total cost’ in the above cancellation charges table means the amount paid by your local agent to us after taking off any booking fees, insurance premiums and any administration charge paid to us for making any change. To avoid any doubt, total cost does not include any charges made by your local agent or anyone else for booking fees, flights, other travel services or any other amounts not paid to us. N.B. Some owners and service providers may charge higher cancellation charges and these will be passed on to you. c. Part cancellations - This clause, 7c, does not apply to package holiday bookings or to overseas bookings - see clause B6 in section B instead. If you have the Standard Booking Conditions please see clauses 23 to 27 instead. If only one person in your party needs to cancel, this will not normally affect the total cost of your booking unless you cancel any travel arrangements or extra services which are charged on a ‘per person’ basis. In these instances, the owner/service provider may provide a refund of any per person charges remaining after taking off any applicable cancellation charges. d. Cutting short your stay (UK only) No refunds are payable in the event you cut short your stay. 8. Cancellations or changes by the owner or service providers The owners and service providers do not expect to have to make any changes to your booking. However, sometimes problems happen and bookings have to be changed or cancelled or mistakes corrected. The owner and service provider has the right to do so. If they do, we, on their behalf, will contact you (by phone if reasonably possible in the case of a significant change or cancellation – we will let you know about minor changes by email or post) as soon as is reasonably practical. We will explain what has happened and let you know about the cancellation or change. However, we will have no further liability to you. 9. Events beyond our control Unless we say otherwise in these booking conditions, unfortunately we or the owner or service provider will not be legally responsible either jointly or individually for any compensation if we or they are prevented from carrying out our responsibilities to you as a result of events beyond our control. This means an event we or service provider could not, even with all due care, expect or avoid, including: • strike, lock-out or labour dispute; • natural disaster; • acts of terrorism, war, riot or civil commotion; • malicious damage; • keeping to any law or governmental order, rule, regulation or direction including advice from the foreign office to avoid or leave a country; • accident; • breakdown of equipment or machinery; • insolvency or bankruptcy of an owner or service provider; • fire, flood, snow or storm; • difficulty or increased cost in getting workers, goods or transport; and • other circumstances affecting the supply of goods or services. 10. Our legal responsibilities to you (This does not apply to package holiday bookings, see clause B4 in Section B instead). As we act only as agents for the owner or service provider, we cannot accept any legal responsibility for any act, omission or neglect on their part or of anyone representing or employed by them. We cannot accept any legal responsibility for any problems or faults with or in any property or travel arrangements as all properties and travel arrangements are only controlled by the owners/service providers. Your contract is with the owner/ service provider and is governed by their terms and conditions, which may contain other limits on their legal responsibility. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. If you have any complaints about any services we provide, e.g. our booking service (as opposed to the arrangements provided by the owner or service provider), you must let us know immediately in writing and in any event within seven days of the end of any arrangements booked through us. Unfortunately, we cannot accept any legal responsibility if you do not let us know within this time frame. If we are found to be at fault in relation to any service we provide, plus any reasonable, connected expenses you cannot recover from elsewhere. We do not exclude or limit what we will be legally responsible for if death or personal injury is caused as a result of our negligence or that of our employees whilst acting in the course of their employment, or for any criminal act we may commit. Neither we nor the owner can be held responsible for noise or disturbance which comes from beyond the boundaries of the property or which is beyond the owner’s control. If we know about a problem before you arrive, we will contact you to let you know. We cannot be held responsible for the breakdown of mechanical equipment such as pumps, boilers, hot tub filtration systems, nor for the failure of public utilities such as water, gas and electricity. 11. Owners and service providers’ terms and conditions The services which make up your holiday are provided by people, firms, companies and other organisations which are totally independent of us. These service providers and owners provide services in line with their own terms and conditions. Some of these terms and conditions may limit or exclude their liability to you, usually in line with international conventions which apply (for example, the Athens Convention for international travel by sea). The terms and conditions are available from the suppliers if you ask. 12. Insurance This clause does not apply to bookings which take place entirely in the UK where insurance is optional. We recommend that you take out enough travel insurance to cover you for your total stay. For all overseas bookings, we consider it essential that you arrange enough travel insurance for your trip. We do not check insurance policies to make sure they are suitable and this remains your responsibility. You are responsible for covering us if we suffer any losses or expenses arising out of your failure to take out proper insurance cover. We strongly advise you to take out insurance which will cover any damage which may happen to property which belongs to other people and which may get damaged. Please read your policy details carefully and take them with you on holiday. It is your responsibility to make sure that the insurance cover you buy is sufficient and satisfies your requirements. 13. Disabilities and medical problems If you or any member of your party has any medical problem or disability that may affect your booking, please tell us before you make your booking and give us full details as early as possible before you travel. If the owner or service provider reasonably feels unable to properly meet that person’s particular needs, they may refuse or cancel the reservation. 14. Your property The owner has set the following conditions on your stay at the property: Arrival and departure: You can arrive at your property after 4pm local time (unless we tell you otherwise, for example on your confirmation) on the start date of your rental period. You must leave by 10am local time on the last day. If your arrival will be delayed beyond 6pm local time on the start date of your rental period, you must contact the person whose details are given on your invoice/confirmation. If you fail to do so, you may not be able to get into the property. If you fail to arrive by 12 noon local time on the day after the start date of your rental period and you do not let the person whose details are given on the invoice/ confirmation know you are arriving late, we, on behalf of the owner, may treat your booking as having been cancelled by you. In this situation, we will not refund any money you have paid. Electricity, Gas & Water: UK: The accommodation description will tell you whether electricity and gas charges are included in the hire charge, or whether they are at an extra cost. If charged by meter reading, this will be payable at the end of your stay. If electricity or gas is by card or coin meter, you will need cards (available from reception), or you should take a supply of £1 or 50p coins with you. Electricity supplies can be erratic and the water pressure can drop considerably at times, especially in high Summer, and during bad weather. It is not always possible to use several electrical appliances at the same time . Linen, towels and keys: Except for cots, bed linen is provided (unless stated otherwise). This may be duvets or blankets and sheets. Please take bed linen for cots with you as required. Towels are not normally provided (unless stated otherwise). Security deposits: You may be asked for a security or key deposit at some locations. If this applies to your chosen property, this is a direct arrangement between you and the owner. The amount and details of how the payment should be made and how and when it will be returned (less any costs for breakages, damages etc. if applicable) will be provided at the time of booking. Behaviour: You and all members of your party agree: • to keep the property clean and tidy; • to leave the property in a similar condition as you found it when you arrived; • to behave in a way at all times while at the property which does not break any law; • not to behave in an anti-social manner, breach the peace or otherwise act in a way which may disrupt or affect the enjoyment of others; • not to use the property for any illegal or commercial purpose; • not to sublet the property or any part thereof or otherwise allow anyone to stay in it who we have not previously accepted on behalf of the owner as a member of your party Maximum occupancy: You also must not allow more people than the website states to stay overnight in the property. You cannot arrange for visitors to the property without the advance consent of the owner. You cannot significantly change the number of adults or children during your stay. (For example, if you book for two adults and two children, you cannot arrive with four adults and no children.) You must not hold events (such as parties, celebrations or meetings) at the property without the advance consent of the owner. If you do any of these things, the owner can refuse to hand over the property to you, or can repossess it. If the owner does this, we will treat this as you cancelling the booking. In these situations you will not receive a refund of any money you have paid for your booking and we or the owner will not be legally responsible to you as a result of this situation. (This will include, for example, any costs or expenses you have to pay due to not being able to stay in the property, such as the cost of finding other accommodation.) Neither we nor the owner are under any obligation to find any alternative accommodation for you. Babies under the age of 2 may or may not be counted as members of your party. You should check the policy of your chosen property carefully before booking. Pets: Pets are not allowed unless we say so on the website. You must tell us that you are bringing a pet when you make your booking. We recommend that any dog must have insurance which includes sufficient pet liability cover and you are wholly responsible for the supervision and behaviour of your pet at all times. Children must not be left alone with any animal. You must bring your pet basket with you and ensure that your pet(s) does/do not lie on bedding or furniture under any circumstances. Animals, other than dogs, can only be accepted with specific permission from the owner. Pets are not allowed in the central complex areas, clubs, shops, bars or swimming pool areas. Some popular beaches prohibit dogs at certain times of the year. Some properties have additional exclusions, please check when booking. You must not leave any pets unattended in the property, including any garden, and you must keep dogs on a lead within the boundaries of a property (including the garden). Registered assistance dogs are allowed in most properties featured on our website even if the property description says that pets are not allowed. If you or any member of the party has a pet allergy, we cannot guarantee that dogs, or other pets, have not stayed in your chosen property, even if the owner does not allow pets, nor can we accept any responsibility for any subsequent health reaction. It is your responsibility to make specific enquiries before booking as some property owners may take their own pets to a property. If there is a charge for taking a pet, you will be told at the time of booking. 15. Damage You are responsible for and agree to reimburse the owner and us for all costs incurred by us and/or the owner for all damage or breakages or loss caused by you and/or members of your party and/or any other persons invited into the property by you, to the property or its contents. This includes responsibility for paying for this damage and the cost of any work needed to put the damage right. The owner can ask for payment from you to cover any such costs. You may need to check and sign an inventory of the property and its contents on arrival at the property. If you discover that anything is missing or damaged on arrival please notify the owner/ key holder immediately. The owner expects the accommodation to be left in a reasonable state on departure. If in the owner’s opinion, additional cleaning is required, you will be liable to the owner for the cost of this cleaning. 16. Right of Entry The owner has the right to enter the property (without letting you know first if this is not practical or possible) if special circumstances or emergencies happen (for example if repairs need to be carried out) or if you break the law, breach any of these booking conditions, the owner’s own terms and conditions or any other terms applicable to your booking and/or the property. The owner or its representative has the right to enter the property for the purposes of inspection (including but not limited to where you have complained about the property) by giving you reasonable notice of such entry. You agree to allow the owner or their representative (including workmen) access to the property as required by this clause. 17. Unreasonable behaviour The owners of all properties can refuse to hand over the property if the unreasonable behaviour of anyone in your party is likely to cause offence to other guests, to members of staff or to neighbours, or in the event the owner has reasonable cause to believe you or any member of your party will cause damage or loss to the property, its services or facilities. In these circumstances, the contract between you and the owner will be terminated, you will not receive any refund and the owner will not have any further liability to you. The owners of all properties can terminate a stay after the keys have been handed over, if the unreasonable behaviour of anyone in your party (including anyone invited into the property by you) is likely to impair the enjoyment, comfort or health of other guests, residents, neighbours or members of staff or where you or any member of your party (or anyone invited into the property by you) has broken the law, breached or is likely to breach any of these booking conditions, the owner’s terms and conditions or any other terms and conditions applicable to the property which you have been notified of. In these circumstances, you will be required to leave the property immediately and no refund will be given. Furthermore, you may be liable to cover any costs incurred by the owner as a result of your behaviour, in accordance with clause 15. 18. Special requests If you have any special requests, you must let us know when you make a booking and confirm them in writing, we cannot guarantee that any request will be met. Our written confirmation or any other document, is not confirmation that the request will be met. If the owner fails to meet any special request, it will not mean they have broken your contract. 19. Complaints. If you want to complain, the owner or service provider (whichever applies), will want to take action to sort your complaint out as soon as possible. It is essential that you contact the owner/service provider or their representative immediately if any problem arises so that it can be sorted out as quickly as possible. It is often extremely difficult (and sometimes impossible) to sort out difficulties properly unless the owner/ service provider is told promptly. If you discuss the problem with the owner/service provider or their representative during your stay, it can usually be sorted out straightaway. In particular, complaints which would only be temporary (for example, complaints on how the property is prepared.) Owners/key holders/ maintenance teams must be given access to the property if you have a problem. You must agree to meet with the owner/key holder or their representative directly to discuss any situation which may arise. You must not independently move to other accommodation without first allowing the owner opportunity to assist. If you do so, or you refuse reasonable assistance, you may affect your rights to any compensation or repayment. If you still feel that the problem has not been dealt with to your satisfaction, you must put your complaint in writing to the owner within 28 days of returning from your stay. 20. Governing law & Jurisdiction Any dispute, claim or other matter which may arise in relation to your booking will be governed by English law and you must agree that any dispute will be dealt with exclusively by the courts of England and Wales. 21. Communicating with you Please see our Privacy Notice which explains how we will process your personal data. For the purposes of the Landlord and Tenant Act 1987.
