A family run business for over 35 years
A family run business for over 35 years Call 01395 512130

Booking Terms & Conditions

1.      Contract of Hire

Sweetcombe Cottage Holidays Limited (the agent) acts as a letting agent on behalf of the owners, and on confirmation of booking, the agreement is deemed to be between the guest and the property owner. Neither the agent nor the owner, other than resulting from negligence, shall be responsible for any injury, damage or loss of whatsoever nature suffered by the guest or any members of the guest’s party or any other person lawfully upon the property during the holiday occupancy. The person making the booking will remain responsible for all members of the party and should ensure they are aware of booking conditions. If these are not met, the owner could refuse right of entry to the property and no money will be refunded. Please note we do not accept bookings made by guests under the age of 18.

2.      Bookings

Dates reserved by phone must please be followed immediately by a completed booking form and advance payment to secure the booking. Failure to do this may result in the dates being re-let. No booking shall be deemed to have been made until a booking form and remittance is received and confirmed. Deposits can be paid by debit card or credit card, BACS transfer or cheque. Web bookings, these can be paid online through our secure payment system. Once the booking has been confirmed by paying the deposit, the guest is liable to pay for the accommodation for the whole period reserved in full. The final balance due is payable eight weeks before arrival.

3.      Value Added Tax – VAT

Where VAT applies to the property rental, it is included in the quoted price at the prevailing rate. Please note that the confirmation of booking is not a VAT invoice. All the Agency charges and VAT inclusive rentals are subject to change if the rate changes. The right is also reserved to pass on and charge as an extra any exceptional charge which may be levied upon the owner or agent, including such changes in VAT as may be made by the government, or any extra cost which may be charged to the owner or agent for any service or supply provided, (including payment for all fuel and telephone charges where levied as extra during the hire period).

4.      Refunds & Discounts

In the event we are unable to reserve the accommodation requested, the deposit or full balance payment will be returned in full. All bookings are accepted in good faith, on behalf of the owner, but in the unlikely event of any occurrence making it necessary for any bookings already confirmed to be subsequently cancelled, the agent ‘s liability shall be limited to the immediate return in full of all money paid. However, in both cases, every endeavour will be made to find and offer alternative accommodation of similar type and value. The owner/agency reserves the right to cancel a holiday where full payment has not been received more than 14 days after the due date. The deposit paid on the booking is non-­returnable. The agent charges a non-refundable booking fee £37 on its own account for arranging your booking. If the property is advertised with a discount it may not be in conjunction with other offers. If your booking was confirmed before the discount was applied, we are unable to offer you current the discount

5.      Amenities

5.1   Some properties provide cots, high chairs and stair gates, these are to be assembled by the guests and the owner/ agent takes no responsibility. Please note that cot linen is not provided. The agent offers child amenities for hire at £15 per item

5.2   Each property provides a starter pack of 2 tea towels, food waste bag, bin bag, washing up liquid, a sponge/ cloth and 2 loo rolls per facility. Some properties provide a small welcome pack of milk and biscuits or a cream tea – the agent/ owner accepts no responsibility for allergies to these products

5.3   Where WIFI is provided it is stated on the property description. The agent/ owner cannot guarantee the speed of the WIFI

5.4   Each property provides linen and all the beds will be made up for the guest’s arrival. The majority of our properties provide towels, this will be stated in the property description. There will be one set per person (1 bath towel and 1 hand towel). For holidays of two weeks or more fresh linen can be provided at no extra charge. Please let the agent know before the start of your holiday if this is required. We ask you to strip the beds you are using and leave the linen by the front door after 11am and the key in the key safe on the middle Friday of your booking. If you would like a mid-stay clean this will be charged for by arrangement.

5.5   Many of our properties do not offer specific electric car charging points. Please do ask where the nearest charging point is in relation to your property so as not to incur extra electric charges. Any damage to the electric system at the property through incorrect use, overload of the system or the use of a standard extension cable will be the responsibility of the guest.

6.      Damage Deposit, Good Housekeeping Deposit OR Good Housekeeping Waiver

The properties are cleaned and inspected between each booking. On arrival please notify us of defects within 24 hours; failing which you are deemed to accept the condition of the property. By accepting our booking conditions, the guest has agreed to leave the property at the end of their stay in the condition as found. In the unlikely event of the property not being left to the required standard the client will be notified in writing and the cost of extra cleaning/repair will be deducted from either the card used or the security deposit. The word of the owner/or their representative will be final in this respect.

7.      Holiday Cancellations, Holiday Insurance & Voluntary Curtailment

7.1   We strongly recommend that you take an appropriate holiday cancellation policy before booking to cover you for any unforeseen eventuality. If you need to cancel your holiday and your insurance doesn’t cover you the agent can try and re – let the property on your behalf. If the agent is trying to re let the property on your behalf written conformation with the details of the booking will be required. In the event of this the agent will be entitled to retain the advance payment. This should not be seen as relieving the guest of his legal responsibility to pay the full amount should the property remain unlet. If the endeavours to re let the property are successful, the agent will refund some or all of the money paid, less the booking fee.  If you depart voluntarily from the property before the end of the date of the rental period, no refund shall be given in respect of the portion of the rental period when you do not occupy the property.

7.2   ***COVID 19 UPDATE***

If a guest is unable to travel because of Government travel restrictions or they have been diagnosed with COVID 19 or asked to quarantine after the 4th June and can provide medical evidence, the guest will be offered the opportunity to rebook the same property at any time up until the end of 2021 (subject to availability and owner agreement). Prices for the week concerned will be frozen at same price as the original booking with the guest responsible for paying the difference for a week attracting a higher tariff. Should a guest choose not to take their holiday for fear of contracting Coronavirus, but no travel restrictions are in place, neither the owners nor Sweetcombe Cottage Holidays are under any obligation to refund any of the monies in connection with the booking. For more information please see our COVID 19 information page.

If a guest or member of your party contracts COVID 19 while on holiday with us you must inform us immediately via phone on our 24 hour emergency number

Guests showing signs of COVID 19 whilst staying at one of our properties are required to go for a test at the nearest test centre in Exeter. The result of this test must be show to Sweetcombe Cottage Holidays. If positive then the guest must immediately leave if this is reasonably possible, if for any reason that it is not and self-isolation is required to take place at the property then all fees for all bookings affected by this self-isolation will be borne by the guest.

***Sweetcombe Cottage Holidays reserve the right to adapt and amend these conditions as the situation develops***

8.      Accessibility

Please ensure you are familiar with where the property is situated and is suitable for your needs, this will allow you to make an informed decision before confirming the booking. We offer accessibility guides on request to enable you to have more detail on accessibility for each property. Please note that these are guides only and maybe subject to small changes. Each property is displayed on Google maps via the website. If you require more information please contact the agent.

9.      Rubbish & Recycling

East Devon Council has implemented a stringent recycling regime. There are instructions left for you inside the welcome folder in the property on how to deal with your refuse.  If you have any queries please contact us during your stay. We need to know within 24 hours if your refuse has not been collected.  Unfortunately, we will have to pass on any extra charges incurred by the council if their instructions are not adhered to.  We very much hope all the visitors will help with keeping Devon Green.

10.   Smoking & vaping

You or your party must not smoke in any part of the Holiday Property or grounds.  If it is evident that smoking or vaping has occurred during your stay You may be required to vacate the property and forfeit the remainder of your holiday.  At the departure date no sign of smoking or vaping shall be evident at the property otherwise a charge may be made to rectify the issue caused by the effects of members of your party smoking or vaping, up to and including liability for the cost of cancelling all or part of any subsequent bookings if the property has been rendered uninhabitable.

11.   Arrival & Departure Times

To enable the owner/ caretaker to have time to thoroughly check through for the next occupants, the property should please be vacated by 10am on the day of departure. On arrival the property may be occupied at any time after 4.00pm. Notification of late arrival or early departure, particularly if of a full days ‘duration or more, will be appreciated.

12.   Sleeping Capacity

Each property can only accommodate the maximum number stated on the property description unless agreed otherwise at the time of booking. The owner/agent reserves the right to terminate without notice and without refund for a breach of this condition

13.   Health & Safety

Each property should have up to date legal requirements for the current health and safety legislation. The agent cannot be held responsible for a customer’s own negligence so please ensure you use the facilities safely and responsibly. We kindly ask that fireworks or candles are not used while on the premises

14.   Complaints Procedure

14.1 Whilst every care is taken to ensure complete satisfaction with your holiday accommodation, in the unhappy event of your having cause for complaint, this should first be taken up with the agent. If after all local steps have been taken satisfaction is still not obtained, the matter should be reported to the owner.

14.2 We kindly ask that you contact us and notify us of the problem as soon as you are aware so we are able to handle your complaint at the time. In no circumstances can compensation be given after the holiday has taken place.

14.3 The agent/ owner will use their best endeavours to have such faults and failures corrected as soon as possible, but in the case of items requiring expert attention the agents/ owner ‘s liability shall be limited to the passing of the request for service to their usual suppliers or repairers. No responsibility can be accepted for any subsequent delay on the part of such suppliers or repairers

14.4 In the unlikely event that the guest complaint has not been resolved while their booking has taken place, we kindly ask for the guest to send the agent a written complaint via post or email with 30 days of the end date of the booking. The agent will then assist in resolving the complaint between the guest and the owner.

15.   Vouchers

Vouchers do not have a monetary value. They cannot be transferred or exchanged for cash. Vouchers are non-refundable and cannot be re-issued. Vouchers can be given as a gift but they cannot be traded or sold. Booking Conditions apply to all bookings.

COVID 19 vouchers – a voucher code value is less than the balance or standard deposit amount due then the outstanding difference must be paid. Where your booking costs less than the voucher, the cost will remain the same or be higher depending on the time you decide to come. Vouchers are valid at the same property originally booked until the 4th January 2022.

16.   Building Works

The agent is unable to provide advance warning of nearby building as in the vast majority of cases we are never advised when and where they will occur. However advance warning will be provided where possible and if works may potentially compromise safety, access and the view from the front of the property we will offer you a refund or transfer. The right of entry to the property at all reasonable times is reserved by the owner/caretaker or agent with or without workmen for the purpose of inspection or to carry out any repair deemed necessary to the property or equipment, including gardening.

17.   Personal Belongings and Vehicles

Please make sure you have not left any of your belongings at the property when you leave. We will return lost property via post and the minimum charge is £5 postage and packaging. Vehicles are left on the property entirely at your own risk. Any parking fines that occur due to a property parking permit not being displayed or if you have given the incorrect car registration number will mean you will be responsible for any fines imposed

18.   Property Keys & Parking Permits

Property keys and parking permits will issue you one set of keys to the property.  All keys must be returned to the relevant property key safe on the departure date as directed by the agent.  If you lose a set of keys, the agent will deduct the cost of the replacement from your security deposit. If a parking permit, key or fob for lifts, parking bollards, gates and/or garages is issued to you, you must return these as directed.  Failure to return them upon departure will result in a fee of £50 being charged to you.

19.   Pets

19.1          For each property detail we specify whether or not pets are permitted. We reserve the right to refuse admission to a property to anyone bringing more than the agreed number or size of pets and also those who shut pets in the property during the period of their holiday. Some Owners will ask for refundable deposits against damage. 20.2

19.2          Customers with allergies should be aware that we cannot guarantee that an assistance dog has not stayed in a chosen property recently (even one that doesn’t allow pets as standard) or that the property owner does not have a pet. We cannot accept responsibility for any suffering which may occur as a result of such animals having been present. Although our properties are thoroughly cleaned between bookings, we cannot guarantee that properties will be completely free from pet hair.

19.3          Please do not allow your pet on furniture, in bedrooms or on beds. A pet must not be left unattended in the Property at any time and you must ensure no annoyance, including excessive noise, is caused by the pet. Please ensure all foul has been removed from the grounds.

19.4          You will be liable for any damage caused by pets and if the property is not left sufficiently clean and all dog waste removed then the cost of extra cleaning will be taken from the security deposit.

19.5          In extreme cases the owner/agent reserves the right to terminate your stay without notice and without refund for a breach of this condition.

20.   Out of Hours Emergency

Our office opening hours are 9am – 5pm Monday to Friday and 10am – 5pm on a Saturday (Easter – November).  Outside of these hours all calls will be diverted to our out of hours emergency phone number. This mobile number is supplied in your welcome information. Please call this emergency line for reasons such as the following only:

1. Without any Heating

2. Without any Power

3. Without any Water

4. Any Serious Water Leak (ie ceilings, flooded floors)

5. Locked Out

Please refer to your booking arrival details for relevant contact numbers should an emergency arise. Any issue not deemed an emergency will be responded to on the next business day by the office team. It is important that you remember to download all your welcome information prior to the start of your journey as mobile signal in Devon is not always reliable.

21.   Advertising & Literature

Whilst every care has been taken in the description of each property, no liability can be accepted by the Agent for any subsequent change made by the Owner. Neither can the Agent be held responsible for the actions of either the guest or the owner.

22.   Data Protection

The guest’s personal data will be held securely and protected in line with the Data Protection Act 2018.

23.   Force Majeure

We cannot accept liability or responsibility for any alterations, delay or cancellation for unforeseeable events beyond the control of the party seeking to rely on them including but not restricted to war, threat of war, civil strife, natural of nuclear disaster, fire, epidemics, terrorists activity, governmental action, acts of God and all other events of a like or similar nature. The guest, agent and owner shall only be able to rely on Force Majeure after taking all practical steps to remedy the cause of Force Majeure. Notice shall be given of Force Majeure as soon as possible after it arises together with sufficient details thereof and progress reports shall be supplied regularly or otherwise when requested.

24.   Legal

If a court finds part of these Conditions of Hire or any contract to which they apply illegal, the rest will continue in force. Each of the paragraphs of these Conditions of Hire operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect. In the event of any dispute between parties it shall be referred to the jurisdiction of the English courts only and any actions shall be heard in the court for the area in which the property is situated. These Booking Conditions supersede any previous issues.