Your booking terms
1. Who your agreement is with
When you book your holiday your agreement will be with Lady’s Mile Holiday Park. References to ‘Lady’s Mile’, ‘we’, ‘us’ and ‘our’ are to Lady’s Mile Holiday Park.
2. The agreement
There will be a contract between you and Lady’s Mile Holiday Park:
· if you book by telephone, when we accept your initial payment (or full payment if you are booking less than 8 weeks before the start of your holiday)
· if you book through an agent, when the agent confirms your booking
· if you book online, when your booking is confirmed.
The person making the booking accepts the contract on behalf of all members of your party and is responsible for making sure they accept the contract. We can’t accept bookings from anyone under the age of 18.
3. Paying for your holiday
When you book your holiday you will need to pay a deposit. You can see how this is calculated in the table below. The balance of your payment must be paid 8 weeks before the start of your holiday. Details of the balance payable and the date by which it needs to be paid will be in the booking confirmation that we will send you once you have made your booking. If the balance is not paid by this date, then we are entitled to cancel the holiday and retain the deposit. If you book your holiday less than 8 weeks before the start date you must pay the full amount of the holiday at the time of booking.
All Holidays within 8 weeks of arrival Full amount to be paid
Touring holidays over 8 weeks £50 deposit per week or full balance whichever is the lesser
Static caravans and lodges over 8 weeks £50 deposit per week
4. Alterations to your booking
Once there is a contract you can’t transfer your booking to anyone else (including the members of your party) or change dates without our agreement. If you want to make small changes (e.g. type of accommodation) we will try to help and additional charges may apply. Downgrading or changing dates of your accommodation will not necessarily lead to a refund. Depending upon the change, an administration charge of £40 maybe applied.
5. Cancelling your booking
If you cancel your holiday you will always be responsible for the full cost of your holiday. However, if you have bought holiday cancellation cover you will be covered for these costs depending on when you cancel and the reasons for cancelling. Cancellation cover fees, credit card charges and administration fees are non-refundable in any event. Full details of our holiday cancellation cover can be found below. If you need to cancel your holiday please call us and confirm your cancellation in writing or email us. The date of the postmark on your letter or the date we receive your email is the date of the cancellation.
6. Cancellation Cover
Our cancellation plan covers you up to and including the day your holiday commences against cancellation due to:
· Illness, death, injury or maternity complications of any member of your party (detailed by you at the time of booking).
· Your redundancy or that of a spouse (qualifying for payment under the Redundancy Payments Legislation).
· Jury service by you or a spouse.
· Death or serious injury or illness of a close relative (parent, grandparent, child, grandchild, brother, sister, or spouse).
Provided that these circumstances arose after you made the booking. We guarantee to return the full amount of the deposit and balance minus a £40 administration fee, the total price of the cancellation cover and any credit card charges applied to your booking.
Although we understand this maybe a difficult time, you will be asked to provide the appropriate authoritative documents in confirmation of your reason for cancellation i.e. Doctor’s Note, Death certificate, Redundancy Notice under the Payment Act 1965. Claims outside the specified reasons for cancellations will not be entertained. The cancellation plan is non-refundable. The decision made by Lady’s Mile Holiday Park is final. All cancellations should be put in writing and sent to our head office: Lady’s Mile Holiday Park, Week Lane, Dawlish, EX7 0LX.
7. Special offers
To claim any special offers, discounts, etc, please tell us when you book. We’re sorry we can’t honour these if you don’t claim them when you first book. All discounts and special offers are subject to availability.
All prices include VAT at the rate current at 1 October 2016. If the rate increases after that date, prices may change to reflect the increase. All prices on this website are our current prices. (Prices shown in our brochure were current at 1 October 2016 but are subject to change so could increase or decrease). The holiday price confirmed at the time of booking will be the final price you pay and will not change after you have made your booking, unless you make a change to your booking.
9. Who is in your party?
When you book you have to give the names and ages of everyone in your party. Only those people listed on your booking confirmation can occupy your holiday home and we can require anyone not listed to leave the park and in these circumstances no refund or compensation will be given.
10. Numbers in your party
The total number in your party (including children and babies) must not exceed the maximum capacity of the holiday home or pitch advertised.
11. Single Sex parties
If you want to book a single sex party there may be restrictions on bookings from all male or all female parties of over 4 people and additional restrictions on the number of people who can occupy the holiday home. Please check before you book.
12. Holiday use
All bookings made at Lady’s Mile are for holiday use only. We don’t accept bookings if you want to stay for work or use the park as a base to travel to work or for residential use.
13. Arrival and departure times
Your holiday home will be available from 4pm (11am if a touring pitch) on your arrival day. If you think you may arrive after 10pm (8pm if a touring pitch) on your arrival day, please let us know. If you don’t tell us and your holiday home or pitch is not occupied by 10am on the day after your arrival day we will treat your booking as cancelled and re-let the holiday home or pitch. You should leave your holiday home by 10am (11am for touring customers) on your departure date.
14. Supervision of Children
All children must be properly supervised by parents or guardians throughout the holiday. We are happy to provide children’s clubs, special programmes of events and other facilities at some of our park but these are not childcare facilities and children remain the responsibility of their parents or guardians at all times. Please make sure you always know where your children are. Children under 8 years old and those who are not competent swimmers must be accompanied by an adult in the swimming pool areas at all times. Please note that a policy of two children to one adult in the swimming pools applies.
15. Guests with disabilities and medical problems
Guests with disabilities are welcome. We offer specific accommodation suitable for holidaymakers with wheelchairs or mobility difficulties. However certain accommodation and locations may not be suitable. If you or someone in your party has any medical problems or disabilities, tell us about this before you make a booking so we can try to ensure the accommodation and park are suitable for you. If you don’t tell us we can’t be responsible if the accommodation or position on the park is not suitable. If you do have special requirements, please let us know and back up the conversation in writing or via email. We will try to accommodate these but can’t guarantee this.
16. Allergies and non-smoking accommodation
If any member of your party suffers from an allergy, we would strongly recommend that you do not book accommodation which accepts pets. All of our accommodation is non-smoking if you smoke in non-smoking accommodation you will be required to pay an additional fee of £80 for the deep cleaning of the accommodation.
Please note we are only able to accept dogs in our dog friendly holiday homes or pitches, maximum of two dogs per unit. When booking you will be asked to confirm the breed of your four-legged friend. Unfortunately, we do not accept any dogs named under the Dangerous Dogs Act 1991 as amended from time to time, even where these types of dog are muzzled as required by government legislation. Pets must not be left unattended in our accommodation, your own accommodation or elsewhere, at any time on park. Dogs must be kept on a lead at all times other than in the dog exercising area. You must use the bins provided to clear up after your dog. Dogs are not permitted in the clubhouse, restaurant, bar, shop, cafe or swimming pool areas. The lead name of the party is responsible for the dog whilst on park. Any dogs causing a nuisance maybe asked to leave the park and/or your right to occupy your pitch or holiday home maybe rescinded. Refunds in these circumstances will not be given.
18. Use of your holiday home
At the end of your holiday please leave everything in a clean and tidy condition. You are responsible for any damage to your holiday home during your stay. We reserve the right to enter your accommodation for maintenance purposes, under special circumstances or in emergencies.
19. Your personal possessions
You are responsible for your personal possessions on park or in your holiday home and we aren’t responsible for any loss or damage to these. If you leave any personal possessions behind at the end of your holiday we will try to return them but we are not responsible for anything that is left.
20. Cots and highchairs
Cots and highchairs may be hired at an additional charge, subject to availability. You need to request these when you book. Cots can normally only be accommodated in the living area of caravan holiday homes. You will need to bring your own cot linen.
21. Bed linen
We provide all bed linen and towels in our lodge accommodation other than cot linen. Unless specified we do not normally provide tea towels or other bathroom and kitchen requisites. There will be additional charges for bed linen in our caravan accommodation.
22. Park facilities, Wi-Fi and entertainment
Admission of Children Under 8 Years Old into the Swimming Pool
• Children under 8 years of age must not be admitted to the swimming pool unless accompanied in the water by a responsible person of 16 years or over.
• A maximum of two children per responsible person is allowed.
At busy times access to our facilities may be restricted. We reserve the right to close or withdraw certain facilities or entertainment (e.g. for health and safety reasons, illness, maintenance, adverse weather conditions, seasonality or reasons beyond our control) without prior notice and we are not liable to you if we have to do so.
Wi-Fi is available on the park for an extra charge. Its provision is subject to availability and network conditions. It may not be available 24 hours and is provided for leisure and not for business. Bookings are not accepted if they are wholly reliant on the uninterrupted provision of Wi-Fi.
To improve security of the park a wristband system has been introduced. Visitors to the park are expected to wear wristbands throughout their stay and we would appreciate your co-operation in this matter. If visitors can not show the wristband upon entry to any facility, then entry will be refused. Replacement wristbands can be obtained from reception providing you have the old wristband. Lost wristbands will incur a £5 replacement charge.
24. Your car and other vehicles
You should comply with 5 mph speed limits and parking and other traffic regulations on park. Vehicles are brought into the holiday park at your risk and we are not responsible for loss or damage to these except where it is caused by our negligence or default or that of anyone we are responsible for. Quad bikes, hover boards or similar vehicles and commercial vehicles aren’t allowed on park. Non-motorized vehicles such as scooters, skateboards, etc. are not allowed in and around the public areas.
Visitors must report and pay at reception before entering the site. A charge of £5 per day for each car will apply or a day membership fee if your guests are using any of our facilities, whichever is the greater.
26. Touring pitches and Pre-paid Electric Cards
Pitches are approximately 9m by 10m. All your belongings, including any extra cars or tents must fit on that pitch. Maximum occupancy of the pitch is 8 people including infants.
Electric hook-up is paid for via a pre-paid card system. These will be available in 10, 50 and 100 kilowatt increments. There will be no refunds for part-credit on these cards.
27. Behaviour on park
Our park is a family holiday park and so please ensure your behaviour is appropriate and is not noisy, offensive or likely to cause any harm or upset to other guests, staff or property at the holiday park. If we feel your behaviour is illegal, offensive, disruptive or inappropriate we will ask you to leave the holiday park. The lead name of the party is also responsible for any dogs in their party whilst on park. Any dogs causing a nuisance maybe asked to leave the park and/or your right to occupy your pitch or holiday home maybe rescinded. In these circumstances no refund will be given.
28. Filming and photography
We sometimes have TV and other companies filming or taking photographs on park. We will do all we can to ensure you are not disturbed by this. Please make sure you and your family are aware of any cameras. We can’t accept any responsibility or offer any financial award if you do appear in films or photographs.
29. If you have a problem
We do all we can to make sure you enjoy your holiday but sometimes things may go wrong. If this happens please tell reception straight away and we will try and put things right. If we can’t, then you can leave on the first day of your holiday and receive a full refund of the cost of your holiday. If you decide to stay or don’t give us the chance to put things right first, you’ll not be entitled to a refund. If anything is not sorted out during your stay please contact our Customer Relations team by email firstname.lastname@example.org or write to the Operations Manager, Lady’s Mile Holiday Park, Week Lane, Dawlish, EX7 0LX, no later than 21 days after the end of your holiday. Letter and emails sent after this time may not be responded to.
30. Cancellation by us
Very occasionally, in exceptional circumstances, we may have to cancel your booking. If we do so we will tell you as soon as possible and you can choose either to have a full refund, or accept any alternative arrangements offered to you, or book another holiday with us at the brochure price. If we have to cancel because of circumstances beyond our control (e.g. fire, theft or flood) we will pay a full refund. If we cancel we will have no further liability to you for this.
31. Brochure and Website accuracy
We have taken all care to make sure the details on this website and in our brochure and other literature are correct at time of going to print. However, we cannot accept responsibility for any errors or the results of these. Please note that photographs of accommodation are examples only and furnishings, layout and decoration may vary. We are not responsible to you for unforeseen events or matters over which we have no control.
32. Our liability to you
We accept liability for any loss or damage you may suffer as a result of our negligence or wilful default, but otherwise are not liable to you for any loss or damage you suffer. Our liability to you is limited to the cost of your holiday less any insurance premium, except in the case of death or personal injury. We are not obliged to offer a refund if you leave your holiday early. We do list some local attractions which are not on the park but we do not operate these and do not act as an agent for these, and so we are not liable for any damage or loss you may suffer when buying tickets or visiting the attraction. Your statutory rights are not affected by anything in these terms and conditions.