Booking Terms and Conditions

 

August 2024

Please read these Terms & Conditions carefully. In making a booking you warrant that you, the lead name of the party, are 18 years of age or over and have the authority to accept and do accept, on behalf of your party, the terms and conditions set out below. As the lead name of the party, it is your responsibility to ensure that all members of your party are aware of these terms and conditions. We may need to update these terms and conditions. You can find the latest version online at www.verdantleisure.co.uk.

Terms

1. Verdant Leisure Limited (Co. Reg. No. 02548086), ‘the Company’ is the owner of the accommodation. The contract is subject to English law and the non-exclusive jurisdiction of courts within England and Wales. All terms are either per week or per short break for the accommodation or pitch, as equipped and described. Throughout this Policy, ‘we’ and ‘us’ means Verdant Leisure Limited, Verdant Leisure 2 Limited or Golden Coast Sporting Villas Limited.

2. These Terms & Conditions apply whether you make a booking via our website, by email, telephone or in person. Any bookings made via a third-party booking agent are subject to the Terms and Conditions of the relevant third party in relation to the booking process, payment, cancellation, etc, but will also be subject to the park Rules and behaviour and other relevant requirements set out in these Terms & Conditions.

3. Check-in times are as follows:

2pm Touring pitches, Ocean Breeze Villas.

3pm Lodges, Ivy Caravans, Olive Caravans, Atholl, Stewart and Wallace Apartments, Cottages, Ocean Tide Villas.

4pm Sage Caravans, Ocean Wave Caravans, Seashell House, Seascape Villas, Shoreline Apartments, Surf Wave Apartments, Camping Pods, Glamping Pods.

Check-in times are subject to change. We ask that you vacate your Accommodation by 10.00am or Touring Pitch, Camping Pod or Glamping Pod by 12noon on your day of departure. You are welcome to arrive before your allocated check-in time and enjoy the park facilities until your accommodation or pitch is ready. If you expect to arrive after 6.00pm, please contact us to arrange key collection. For non-arrivals, unless the Holidays Team is previously notified, when the accommodation or a pitch is unclaimed by 8.00am on the day following your holiday start date, this will be treated as a cancelled booking and the accommodation or pitch may be re-let. You are obliged to leave everything in a clean and tidy condition, and you are responsible for any damage done or loss sustained during your stay.

4. Our prices and charges shown are inclusive of VAT (where applicable). We reserve the right to amend the VAT element of our pricing in the event of any government changes in VAT. Additional supplements may apply such as pets etc. If we have undercharged you due to a genuine and honest mistake on our part, we will contact you to cancel your booking and offer you a full refund or give you the option to pay the full price. If we have overcharged you due a genuine and honest mistake on our part, we will contact you and issue a refund of the overcharged amount.

5. We reserve the right to alter prices both in our brochure and on our website at any time, which may go up or down. We will advise you of the current price at the time of booking. If you take advantage of a special offer or promotion, we will not increase the price after we have confirmed your holiday. If the price of your holiday goes down after we have confirmed your holiday, we are unable to refund the difference.

6. Making a Booking - All offers and bookings are subject to availability. A binding contract comes into existence between you and the Company once we have received your deposit and we have issued a hire invoice and/or booking acceptance by email or post. You must check your hire invoice and booking acceptance as well as all other documents we send you carefully as soon as you receive them. If any information appearing on any document appears to be inaccurate in any way you must let us know immediately. We regret that we cannot accept any liability to make changes if we are not notified of inaccuracies within 10 days of issuing your hire invoice/booking acceptance. We aim to ensure that you receive the accommodation or pitch that you have booked. On occasion, it may be necessary to provide an upgraded accommodation or pitch, or larger accommodation (such as an extra bedroom) for reasons out of our control.

7. Your Party - We are a family holiday park operator and so normally only accept bookings from families or couples. We may accept group bookings at our discretion. The total number in your party must not exceed the capacity of the accommodation or pitch, as advertised by us. If you plan to travel in a larger group, please contact the Holidays Team on 03300 535524 prior to making your booking to discuss your requirements. We reserve the right to decline parties of any size or age, if they are not a family or couple. We may ask for identification on arrival. We do not knowingly accept bookings from or allow anyone to visit our parks who is subject to the requirements of the Sexual Offences Act 2003, subject to a Risk of Sexual Harm Order or Child Abduction Notice or is a convicted child sex offender.

8. Payment - When you book you must pay the applicable deposit requested, plus Cancellation Cover if required. Payment may be made in full or by deposit to secure your holiday booking. Deposits will only be taken up to 6 weeks prior to the commencement of your holiday. The full balance payment is due no later than 6 weeks before the start of your holiday. Balance reminders will not be sent. Please keep your final confirmation safe as you must present this on arrival at Park. If the balance is not received by the due date, then your holiday will be treated as a cancellation. Bookings made within 6 weeks of the holiday start date must be paid in full at the time of booking.

Your rights to cancel or change your Booking

Cancellation by You

9. We prefer that customers who are unable to take their holiday agree to postpone to a mutually convenient date. However, if you have booked directly with Verdant Leisure online, via phone or in person, you may cancel your holiday at any time, subject to payment of any cancellation charges set out below. If you need to cancel, please contact us as soon as possible by calling us on 03300 535524 and on the same day send us written confirmation by email to holidays@verdantleisure.co.uk including your Booking Reference Number. Cancellation will be effective on the date on which we are informed of your cancellation.

10. You may cancel your Booking by contacting us within 24 hours of receipt of your Booking Confirmation, provided that your holiday has not yet started. We will confirm your cancellation to you and refund any payments you have made to us in respect of the booking.

11. If you cancel your booking after 24 hours have elapsed since receipt of your Booking Confirmation, cancellation charges are payable as follows, calculated from the date on which you contacted us to cancel and based on the number of days prior to the start date of your holiday:

Number of days prior to start date	Cancellation charge
7 days or less	100% of holiday cost
8-28 days	90% of holiday cost
29 – 41 days	50% of holiday cost
42 days plus	Loss of deposit

12. You are not entitled to any refund should you or any of your guests leave before the end of your holiday.

13. Changes by You - If you would like to amend your booking after it has been confirmed by us then, subject to our acceptance of this change, an administration fee of £25.00 incl. VAT (for accommodation bookings) or £10.00 incl. VAT (for touring bookings) will be charged. Up to 6 weeks before your holiday start date you may change your accommodation to another one at the same park as your original booking and within the same calendar year, subject to availability, payment of the above fee and any difference in price.

HOLIDAY AMENDMENTS
Number of days prior to start date	Amendment allowed
43 days plus	Any holiday date or park amendment without charge (additional cost of accommodation will be charged accordingly)
15 to 42 days	One holiday amendment to the same park and same year allowed with a £25 amendment fee (£10 for touring holidays) plus any additional accommodation fee required
14 days or less	No changes can be made to your holiday dates, if you cannot attend your holiday, it will be treated as a cancellation without refund

 

14. You may transfer your booking to someone else/another party (introduced by you) at any time providing that you pay the administration fee and any outstanding balance. Bookings may not be transferred to other parties after we have received notification of cancellation.

15. Cancellation Cover - when making a booking you will be offered the option to take out our Cancellation Cover which covers you and your holiday party.

£15.00 - full week

£10.00 - short break

Our Cancellation Cover protects you should you, or any other member of your party, be forced to cancel your holiday because of sickness, bereavement, redundancy, or jury service.

Completion of our Cancellation Form and proof in the form of a Doctor’s Certificate, Employer’s or Court notification will be required in writing, by recorded delivery or email, prior to your confirmed holiday start date. Customers covered by our Cancellation Cover and complying with these conditions will be entitled to the following (less a £20.00 administration fee):

42 days or more - Full refund given

41-15 days’ notice - 25% of total holiday cost will be retained (or the deposit, whichever is greater)

14 days or less - 50% of total holiday cost will be retained.

If Cancellation Cover is not taken out and you wish to cancel your booking no refund will be payable.

 

16. Changes or Cancellation by Us - If, for reasons out with our control, we are unable to provide the holiday you have booked, we will offer you an alternative holiday which is of equivalent value, a replacement holiday which is less expensive than the one you have booked (with a refund of the difference) or a full refund. Very occasionally, in circumstances of ‘force majeure’ as defined in paragraph 18, we may have to cancel your booking. We will tell you as soon as possible and offer you an alternative holiday of equivalent value, a replacement holiday which is less expensive than the one you have booked (with a refund of the difference) or a full refund. We regret that we cannot pay compensation or any reimbursement of any costs or expenses which you may incur as a result of any such cancellation or change.

17. Brochure and Website Accuracy - We have taken care to ensure accuracy, at the time of publication, of our brochure and continuously with the website, however information and prices may have changed by the time you book. We may use representative images and artists impressions for visualisation purposes. There may be minor differences between the actual accommodation and facilities, as we are always looking for ways to make improvements. Whilst every care is taken to ensure that the details and photos shown in the brochure and on the website are correct, we cannot accept responsibility for errors contained therein or the results thereof.

18. Bed Linen and Towels (Accommodation/Glamping Pods only) - Except for cots, bed linen is provided in the following accommodation types

- Sage, Olive, Ivy and Exclusive Caravans

- Lodges, Cottages, Athol, Wallace, and Stewart Apartments

- Seascape, Ocean Tide, and Ocean Breeze Villas.

This may include duvets or blankets and sheets. Bed linen will be provided for the number of guests booked. For all other accommodation types at Golden Coast, bed linen can be hired for an additional charge, please contact the Holidays Team for more information.

Towels are provided in the following accommodation types, for the number of guests booked.

- Sage, Olive, Ivy and Exclusive Caravans

- Lodges, Cottages, Athol, Wallace, and Stewart Apartments

- Ocean Breeze Villas

If you are planning to use the on-park swimming pool (where applicable) or visit a local beach, you are advised to bring your own towels.

19. Activities and Facilities - We reserve the right to alter or withdraw amenities or facilities or any activities without prior notice where reasonably necessary due to repairs, maintenance, weather conditions and/or circumstances beyond our control. Opening times may be limited outside the main holiday season. Certain facilities and activities are subject to an additional cost and have age restrictions. Some facilities may be restricted to peak periods only, please check at the time of booking. Payment for use of these facilities, where applicable, can be made at the Park Reception on request. In accordance with UK licensing laws, we can only sell alcohol to persons aged 18 or over. We may require you to show proof of age using an approved form of identification. Whilst we are a family holiday park operator, we cannot take responsibility for children in your party. When using the facilities, you are responsible for your children, and they must be always supervised. Some activities at Golden Coast must be booked in advance. You will receive details via email 14 days prior to your arrival.

20. Unreasonable Behaviour - We reserve the right to terminate a holiday after you have checked in if, in the opinion of the management, the unreasonable behaviour of anyone in your party is likely to impair the enjoyment, comfort, safety, or health of other guests or members of staff. No refund will be provided.

21. Behaviour Standards – By entering into this booking agreement you agree for yourself as well as all members of your holiday party to adopt the following standards of behaviour without exception:

a) To act in a courteous and considerate manner towards anyone visiting, using or working on the holiday home or the park including us, our staff, other customers of ours and users of other holiday homes and accommodation at the park.

b) To supervise children and pets properly so that they are not a nuisance or danger to themselves or others.

c) Not to:

- commit any criminal offence at the park or use the holiday home in connection with any criminal activity.

- commit any acts of vandalism or nuisance.

- use fireworks.

- keep or carry any firearm or any other weapon at the park.

- use any unlawful drugs.

- create undue noise or disturbance.

- carry on any trade or business at the park.

- permit to occupy the holiday home anyone who to your knowledge:

i. has committed a sexual offence against a child (other than one that is spent by reason of the Rehabilitation of Offenders Act 1974)

ii. is subject to the notification requirements of the Sexual Offences Act 2003 (as amended) (‘on the sex offenders register’)

iii. has been issued with a Risk of Sexual Harm Order or a Child Abduction Notice.

- You accept that any breach of these behaviour standards may bring about the immediate termination of your holiday booking as well as any other associated holiday bookings without notice or refund due. 

22. Damage to the Accommodation - You are liable for any damage caused in the accommodation during the period of hire and may be charged for it, including any additional cleaning costs incurred by us. We retain the right to enter the accommodation (without prior notice if this is not practical or possible) if exceptional circumstances or emergencies arise, for example, if repairs need to be carried out. All guests are expected to treat our holiday accommodation and park facilities with care so that others may continue to enjoy them. Any accidental damage must be reported to Reception immediately so that we can make the necessary repair or replacement. Accommodation will be inspected at the end of your stay.

23. Wheelchair/Disabled Persons - We aim to make our holidays and facilities available and accessible for all although many park locations and much of our accommodation is unsuitable for visitors with some mobility issues. Please discuss your requirements with our Holidays Team in detail before making your booking to ensure that a holiday with us meets your needs and expectations. We accept Registered Assistance Dogs in all our accommodation and facilities.

24. Special Requests e.g. for adjacent or specific accommodation - Whilst these cannot be guaranteed, every effort will be made to satisfy special requests. When booking online, you will be allocated the first available accommodation unit. Any special requests or requirements must be organised through our Holidays Team.

25. Force Majeure - We cannot accept responsibility or pay any compensation where the performance or prompt performance of the contract is prevented or affected by reason of circumstances which amount to “force majeure”. These include any event which we could not, even with all due care, foresee or avoid. Such circumstances include the destruction or damage of your accommodation (which cannot reasonably be remedied to a satisfactory standard before the start of your holiday) through fire, flood, explosion, storm or other weather damage, break-in, criminal damage, riots or civil strife, industrial action, natural or nuclear disaster, war or threat of war, actual or threatened terrorist activity, epidemic or similar situations beyond our control.

26. Cots and Highchairs - These are available, on request at the time of booking, free of charge for the duration of your stay. Cots do not fit in the bedroom in all accommodation, please contact the Holidays Team for more information. Please note that you will need to bring your own cot linen. A refundable deposit is required at Golden Coast.

27. Fishing - The lakes at Thurston Manor and Riverside are stocked with Rainbow Trout of a size 10” and upwards. Fishing Permits are available from Reception at an additional cost. Fly fishing only is permitted. A maximum of 3 fish may be taken per session. River fishing is available at Heather View, a rod licence is required.

28. Pets - We welcome well-trained dogs in selected accommodation at our Parks but dogs that are specified in the Dangerous Dogs Act are not permitted. This includes all breeds of XL Bully, Pit Bulls, Japanese Tosa, Dogo Argentino and Fila Brasileiro even where these types of dogs are muzzled. A maximum of three dogs per booking applies in all forms of accommodation including touring. Our booking prices include one well behaved dog, and each additional dog is £25 per pet per holiday. We reserve the right to require the owner of any dog or pet considered disruptive or affecting the comfort of guests to remove it from the park. There is no charge for Registered Assistance Dogs our Accommodation. Other pets may be permitted at our discretion. You must tell us that you are bringing a pet at the time of making your booking. With the exception of the “Doggy Lodge” at Pease Bay (where dog beds are provided), you must bring your own pet basket with you and ensure that your pet(s) do not lie on the beds or chairs under any circumstances. Pets must not be left unattended on the park. They must be exercised on a lead, and in the charge of an adult at all times. You are responsible for cleaning up after your pet. Pets are allowed in designated areas only, please speak to your park team on arrival for details of where your dog is welcome on individual parks. Dogs, as a minimum, must have a current annual vaccination for distemper, canine hepatitis, leptospirosis and parvo virus.

29. Smoking - Smoking is not permitted in any accommodation or public facilities. This includes the use of E-cigarettes and vaporisers. There are designated smoking areas outside the bar and restaurant facilities and an ashtray is provided outside the Accommodation.

30. Several of our holiday parks have accommodation which features a private hot tub. Hot tubs are drained and refilled between each letting therefore we cannot unfortunately guarantee that your hot tub will be to full temperature on your day of arrival.

Hot Tub Guest Safety

If you have booked an accommodation which has a private hot tub the following requirements must be met: -

a) Guests must not tamper with any of the electricals on the hot tub.

b) Hot tubs are not to be used outside the time periods stipulated by the park where you are staying and must never be used after 11pm. Also, we ask that you show consideration to your fellow guests in the vicinity of your accommodation and do not cause any disturbance to other guests staying on park.

c) Age restrictions apply to the use of hot tubs (as stipulated by your park management team) and any minors over the permitted minimum age must still always be accompanied by an adult whilst using your hot tub.

d) Your doctor should be consulted before use if you are receiving medical attention or have a long-term illness. You should always seek medical advice before using a hot tub if you have a condition that may be affected by heat, for example, a heart condition or high or low blood pressure.

e) Avoid using the hot tub if you are under the influence of alcohol, have eaten a large meal, you are pregnant or if you are on medication which could affect your health in a detrimental way.

f) The following are not allowed in or around the hot tub – food, glass, liquids, pets, bubble bath or oils as spillages, breakages or additions to the water could lead to the necessary full drainage of the unit and it may be rendered out of action until after your departure.

g) You should always get out of the hot tub if you start to feel unwell, uncomfortable, giddy or faint.

h) Always take extra care when getting in and out of the hot tub as surrounding areas may become slippery when wet.

i) Please make sure that you, and all your party members, follow all instructions provided by the park in relation to the safe use of the hot tub (e.g. correct rest periods in between use and the maximum amount of time recommended for continuous use).

If you, or any member of your party, fail to adhere to the above requirements, we reserve the right to withdraw access to the hot tub and/or charge you for any costs we incur as a result of the breach (for example, we may charge you if we are required to drain and refill the hot tub during your stay, or if we are required to repair any damage caused by misuse).

31. Your Vehicle(s) - We will try to provide you with a parking space for one car which is within a short walking distance of your pitch or accommodation, although this cannot be guaranteed. Your vehicles, their accessories, and contents, are left entirely at your own risk. We cannot accept responsibility for any loss or damage from or to any vehicle from any cause whatsoever. Speed limits in force on the park must be followed for the safety of all our guests. Parking and other regulations may vary between our Parks. If you have a hybrid vehicle, you may use the Electric Vehicle charging point available on park, subject to availability. You may not charge your car by connecting to your accommodation electricity.

32. Comments or Concerns - We will do everything possible to provide you with an acceptable standard of accommodation. However, if there is a problem, please report it immediately to Reception when remedial action, as appropriate, will be taken. We will use our best endeavours to resolve the problem as quickly as possible. If we are unable to resolve the problem to your satisfaction, we will endeavour to move you to an alternative unit in a similar or upgraded category, subject to availability. If, at the end of your holiday, you feel that we have not dealt with your complaint satisfactorily, please email customercare@verdantleisure.co.uk within 28 days of your return. You will receive acknowledgement allowing us 14 days to investigate. The Company cannot accept any liability in relation to any shortcomings or claim of whatever nature if you fail to notify us of any complaint during your holiday, allowing us the opportunity to resolve any issues to your satisfaction whilst you are with us.

33. Liability - Neither we, nor our employees or agents, accept liability for any personal injury, loss or damage which may be sustained by you or any other members of your party except where it arises from the negligence or wilful default of us, our employees, or agents. For all claims other than death or personal injury, which result from the non-performance or improper performance of our contract, we may compensate you through either monetary payment or offer you a reduced or complimentary holiday break. No compensation will be payable unless matters have been reported in line with our complaints procedure as set out in paragraph 24. Where alternative accommodation has been offered and refused, we reserve the right not to make any further compensatory offers.

34. Privacy Policy - Verdant Leisure Limited is committed to protecting your privacy. Our Privacy Policy, outlined below, explains our data processing practices and your options regarding the ways in which your personal data is used. If you have any requests concerning your personal information or any queries about our processing, please contact us at online@verdantleisure.co.uk.

Information Collected

Verdant Leisure collects the details provided by you on completing an enquiry form, brochure request or holiday booking. This information is likely to include your name, contact details, payment details, party information and any additional information that we may need to help meet your personal requirements. Please note that we do not retain credit card details.

We may collect additional information in connection with your participation in any promotions or competitions offered by us and information you provide when giving us feedback or completing profile forms.

Use of Your Information

We may use the information you provide for the following reasons

- process your request for a holiday booking

- to provide information or details that you have requested

- to personalise our website for repeat visitors

- for statistical purposes

- to prevent fraud

- manage customer service enquiries

- to inform you about changes to our website, services, goods, or products

- tell you about products and services we think may be of interest to you (on the basis that you have given us consent)

- in accordance with the legitimate interests of all companies within the Verdant Leisure group

Your information may be used by all Verdant Leisure companies. We will never pass your personal information to anyone else, except where we are required or permitted to do so by law, for any successors in title to our business and suppliers that process information on our behalf in the UK. We may also use and disclose information in aggregate (so that no individual customers are identified) for marketing and strategic development purposes.

We would like to send you information about our own products and services. We will only contact you for direct marketing if you have given us consent to do so. We may do this by post, telephone, email, or SMS, unless you have informed us that you do not wish to be contacted in this way. You can change your preferences relating to the way in which we use your information for direct marketing by contacting us.

You have the right to request a copy of all the information that we hold about you. You may request some or all the information we hold about you by writing to us. It is important to us that the information we store is up to date and accurate. You may ask us to update or remove personal information you think is inaccurate.

- email online@verdantleisure.co.uk

- write to us; Data Protection Officer, Verdant Leisure Limited, 10 Mannin Way, Caton Road, Lancaster, LA1 3SW

By providing your personal data to us, you agree to your data being processed and stored for any of the reasons above. We do our utmost to ensure that all reasonable steps are taken to make sure that your data is treated and stored securely. If you book a holiday with us, we are legally obliged to retain and store your information for seven years. If you request a brochure, or complete an enquiry form, we will retain and store your information for one year. We retain and store your information whilst it is required for relevant purposes or to meet legal requirements. Your information will be disposed of in a secure manner when it is no longer required.

Unfortunately, the sending of information via the internet is not totally secure and, on occasion, such information can be intercepted. We cannot guarantee the security of data that you choose to send us electronically and sending such information is entirely at your own risk.

 

Verdant Leisure Limited

Registered office: 10 Mannin Way, Caton Road, Lancaster, LA1 3SW. Registered in England and Wales. Company Registration Number: 02548086

VAT Registration Number: GB 997 3345 65