All bookings with South West Holiday Parks are subject to our terms and conditions which are available here and you should read and understand these before making your booking. Please read these terms and conditions carefully as they make-up your agreement with us, together with your booking confirmation, and any other information that we provide to you.
If you have booked a “special offer” holiday the terms of the special offer will also apply to these terms and conditions.
We may need to update our terms and conditions from time to time, to reflect changes to the law and/or changes to how we work. The latest version of our terms and conditions is available on our website www.southwestholidayparks.co.uk or by telephoning us on 0330 380 1020.
If you have any questions about our terms and conditions, please call us on 0330 380 1020, otherwise we’ll assume that you have read, understood and accepted these terms and conditions.
Our primary contact details are as follows;
South West Holiday Parks
Torquay Road
Shaldon
TQ14 0BG
Telephone: 0330 380 1020
Email: [email protected]
DEFINITIONS AND MEANINGS
In these booking terms and conditions certain words and phrases are used and have the following meanings;
• ‘you’ and ‘your’ means the person making the booking
• ‘we’ ‘us’ and ‘our’ means South West Holiday Parks which is a trading name of Worldteam Limited, registered in England and Wales, with Company Number 6465660 and with the Registered Office of Torquay Road, Shaldon, TQ14 0BG
• ‘we both’ means both South West Holiday Parks and you
• ‘agreement’ means the contract between you and us based on these terms and conditions, any other conditions we refer to in our brochure/s and website, anything else we agree in writing and the terms of any promotional/special offer you have booked
• ‘holiday’ means the holiday you are booking with us
• ‘park’ means the holiday park you have booked for your holiday
• ‘accommodation’ means holiday homes, chalets, lodges and static caravans provided by us
• ‘pitch’ means the pitch for the touring caravan, motorhome, tent, or trailer tent that you bring with you.
BOOKING TERMS AND CONDITIONS
RESTRICTIONS: For most of the year there are restrictions on arrival days and you will need to check these restrictions on our website, or by calling us for further details. Accommodation is normally booked to start and end on a Friday, Saturday, or Monday. Bookings are only accepted for couples or family groups. The accommodation, or pitch, may only be used by the persons named in the booking and the total number of people staying in the accommodation, or on the pitch, must not exceed the capacity for the accommodation, or pitch, booked. Please do check this at the time of booking to ensure the accommodation, or pitch, you have booked is suitable for your requirements.
COOLING-OFF PERIOD: From the time you first make your booking, you then have 24hrs to cancel your holiday and receive a full refund. If you cancel your holiday after this initial 24hr cooling-off period, then all amounts you have paid us are non-refundable and you will forfeit these amounts.
DEPOSIT PAYMENT: When you book, you need to pay us a deposit. A booking fee may also apply and will also need to be paid. If your booking is made within one calendar month of the date of the start of your holiday, then the total cost of your holiday is due for payment at the time of making your booking.
BALANCE PAYMENT: You must pay the balance of the cost of your holiday at least one calendar month before your arrival date. We reserve the right to cancel your booking, without a refund of the amount/s already paid, if you fail to do this. Please note that reminders are not sent.
ARRIVALS: When you arrive at the park, it will speed-up the check-in process if you produce your booking confirmation. Pitches are normally ready by 2.00pm and accommodation by 4:00pm on the day of arrival. WE ARE UNABLE TO ACCEPT EARLY ARRIVALS.
NO-SHOW: If, for any reason, you fail to arrive on the date your holiday is due to start, and if you have not advised the park of your delayed and estimated arrival day/time, your pitch or accommodation may be re-let from 9.00am the day after your holiday was due to start. You will not be entitled to a refund of the cost of your holiday.
DEPARTURES: Accommodation must be vacated by 09.00am on the last day of your holiday. A charge of £10.00 may be levied for each hour, or part hour, after 09.00am until the accommodation is vacated. Pitches must be vacated by 10.00am on the last day of your holiday. A charge of £10.00 may be levied for each hour, or part hour, after 10.00am until the pitch is vacated.
SPECIAL REQUESTS AND ACCOMMODATION OR PITCH ALLOCATIONS: We will always try to meet your requests regarding specific accommodation types and/or unit numbers and specific pitches and/or pitch numbers and for adjacent pitches. However, this cannot be guaranteed as it is not always possible due to ever changing operational requirements. Please note special requests do not form part of your agreement with us and are not a condition of your booking.
OTHER CHARGES: Please note that there are normally supplementary charges for extras, such as; dogs, pets, gazebos, pup tents, extra cars and boats.
ALTERATIONS, ADJUSTMENTS AND AMENDMENTS: The first amendment to your holiday is free of charge. Each subsequent amendment to your booking will incur a £50.00 administration charge. All amendments must be confirmed in writing, by post or email.
CANCELLATIONS: You may cancel your holiday at any time and only you, the person who has made the holiday booking, can notify us of your wish to cancel and your notification must be made in writing; either by post or email. We will not accept cancellations made by phone. All amounts that you have paid before the time of cancellation are non-refundable and will be forfeited. Note: the reason for your cancellation may be covered under the terms of a cancellation insurance policy you may have taken out and you may be able to reclaim these amounts from your insurance company (please see below).
CANCELLATION INSURANCE: We strongly recommend that all customers purchase holiday cancellation insurance to protect themselves in the event of needing to cancel a booking. We can provide details of a cancellation insurance policy that you may find useful. Note: we do not recommend any particular product or insurance company and it is your responsibility to ensure that any policy purchased is suitable for your own individual requirements.
OUTSTANDING CHARGES: All outstanding charges incurred whilst you are on holiday must be paid prior to the end of your holiday. We always pursue outstanding amounts, through the courts if necessary.
GUESTS WITH SPECIAL REQUIREMENTS AND DISABILITIES: We are continuously reviewing and seeking to improve our accessibility and aim to ensure that our services are as accessible as reasonably possible. It is important that we are made fully aware of any needs, requirements and conditions prior to your booking being made. Please call 0330 380 1020 and we will be happy to discuss with you the availability and suitability of our accommodation, pitches and facilities on each of our parks.
WIFI: Wireless internet access is normally available throughout our Parks, but it is not guaranteed and is provided subject to third party terms and conditions which are available when accessing the system. This facility is not subject to any particular security or filtering measures and parental supervision is required when the system is used by children.
CARS: We normally provide a parking space for one car per unit of Accommodation or Pitch. However, we cannot guarantee a parking space will be available. Parking for additional cars is subject to availability and is chargeable.
CLEANLINESS: Accommodation and Pitches should be left as found on arrival, in a CLEAN and TIDY condition. All breakages must be reported and paid for prior to departure. Vacuum cleaners are provided in the Accommodation, or are available from the park reception. A surplus cleaning charge of £50.00 will be made should the Accommodation, or Pitch, be left in a poor condition. Upon request, we are happy to inspect your Accommodation, or Pitch, prior to your departure.
SMOKING: Smoking of any kind, and this includes vaporisers, e-cigarettes and tobacco, is not allowed in any of our accommodation, or public buildings. A surplus cleaning charge of £250.00 will be payable by you if your accommodation has been smoked in.
DOGS AND PETS: We can accommodate dogs and pets in some of our accommodation and on most pitches. Each unit of accommodation, or pitch, is limited to a maximum of two (2) dogs or pets and we must be notified at the time of booking in order to accommodate dogs or pets. Dogs and pets are normally chargeable so please do check if extra charges apply when you make your booking. If you do bring a dog or pet on holiday with you, you must comply with any additional requirements relating to the dog or pet and you will be responsible for your dog or pet at all times. Dogs must always be kept on a lead and cleaned up after. Dogs and pets must not be left unattended at any time and this includes in accommodation, on pitches and in vehicles.
ILLNESS: Please inform us of an illness that you think may affect our other guests. In some circumstances, we may need to seek medical advice and require you to stay in your accommodation, or even leave the park if we believe this is in the best interests of other guests.
SAFETY: We reserve the right to enter all accommodation and pitches, with or without you, and at any reasonable time for maintenance and/or inspection.
IMPROVEMENTS AND MAINTENANCE: We are continuously improving our facilities and reserve the right to temporarily close our facilities for maintenance or upgrading or offer different facilities to those advertised on our websites or in our brochures.
PARK RULES: You and all members of your party must abide by the Park Rules that apply from time to time.
THE PRICE OF YOUR HOLIDAY: We endeavour to ensure that the most up-to-date and correct prices are shown on our website and we reserve the right to raise, or lower, our prices at any time. Occasionally, an incorrect price may be shown, or quoted, due to an error. When we become aware of any such error, we will endeavour to notify you at the time of booking (if we are then aware of the mistake) or as soon as reasonably possible. We reserve the right to cancel the booking if you do not wish to accept the revised price which is applicable to your holiday. All prices include VAT and if there is a change in the rate of VAT, or if any new taxes, levies, or duties, are imposed these will be added to the cost of your holiday.
EQUIPMENT USE: We do not accept any responsibility for any injury to guests in person, or their children, if they are improperly using the equipment, or facilities provided on the park. Parents are responsible for the supervision and safety of their children in all areas of the park and at all times.
ALTERATIONS TO THE FACILITIES OR YOUR BOOKING: Whilst all care is taken to ensure the details in our brochure/s and on our website is correct at the time of publication, we reserve the right to make changes to, suspend, or withdraw any advertised facility, entertainment, amenity or service. We also reserve the right to change your allocated accommodation, or pitch, either on arrival or during your stay, provided that this will be either of a similar, or of a higher standard.
DATA PROTECTION: When you book with us we will require personal information from you about yourself and other people coming to the park with you. We will use this personal information to:
(a)handle your booking and provide you with your accommodation or pitch and any other services that you may book.
(b)pass to other companies involved in the transaction, including processing your payment and any travel partners who may provide services to you during your time on the park.
(c)write to you about your booking and other booking opportunities we think may be of interest to you we may process the data to produce anonymised reports, but we will not, unless we have your permission, pass your data to any other third party.
COMPLAINTS: Your enjoyment and safety is important to us and whilst we endeavour to ensure that your holiday is the best it can be, we appreciate that sometimes we don’t always get it right. Should we fail to meet our usual high standards, please inform the Park General Manager immediately so that all efforts can be made to rectify the problem. It is much easier for us to resolve a complaint whilst you are on holiday, but if you do want to complain once your holiday has finished then please write to us, by post or email, using the primary contact details as detailed in these terms and conditions.
LIABILITY: Other than in the case of our negligence causing personal injury, or death, or as required by law, we do not accept responsibility for any injury, loss or damage to guests’ property or their person whilst they are on our premises. This includes acts of God, civil strife, industrial action, natural disasters, war, animals and insects.
EXCEPTIONAL CIRCUMSTANCES: In exceptional circumstances beyond our control (e.g. storm damage, maintenance, flood and fire) we may have to cancel your booking. If we do so we will tell you as soon as possible prior to your arrival date. You may either choose to receive a full refund, or accept an alternative holiday with us, but this will be in full settlement of your claim against us.
VARIATIONS: We reserve the right to introduce additional conditions, or to waive any particular conditions in individual cases, or to amend or vary the terms and conditions of your holiday.
OUR HOLIDAY GUARANTEE: If, on the first day of your holiday, you are not happy with your accommodation, or pitch (for example with the cleanliness) then please notify us immediately and we will endeavour to put things right. If you are still not happy after we have tried to put things right, you can leave on the same day and we will give you a full refund of all monies you have paid to us. This guarantee does not cover factors that are beyond our control, such as (but not limited to) poor weather conditions, or a wet/muddy pitch, as these are treated as exceptional circumstances and are beyond our control.
REFUNDS: If we do refund you in line with any of these terms and conditions, we will return your money to you in the same way that you made your original payment to us, for example payment will be made back to the same debit/credit card you used to pay for your holiday. All applications for refunds must be made in writing, by post or email, to the primary contact details as detailed in these terms and conditions. If you are due a refund, you will need to allow up to 30 days for the payment to be made back to you.
ANYONE IN BREACH OF THESE BOOKING TERMS AND CONDITIONS, OR THE PARK RULES, OR WHO BEHAVES IN SUCH A WAY TO CAUSE OFFENCE TO EITHER THE STAFF OR OTHER GUESTS ON THE PARK WILL BE LIABLE TO BE REMOVED FROM THE PARK TOGETHER WITH ALL OTHER MEMBERS OF THEIR BOOKING WITH NO REFUND OF ANY AMOUNTS ALREADY PAID.
Someone from the team will get back to you as soon as possible!
