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Terms & Conditions

Please read these terms and conditions carefully as they set out the basis on which we provide your holiday accommodation and any other services.

Walsham Chalet Park Ltd (company number 00871417) whose registered office is at The Moat House, Matching Green, Harlow, Essex, CM17 0PP trading as The Dream Lodge Group, act as agents for our private subletting owners. References to “we”, “us” and “our” in this document are to Walsham Chalet Park Ltd.

1. The Holiday Contract Terms
1.1 The terms and conditions set out within this document, easy ways to book section and special offers section within our brochure and on our website together constitute the contract between you/your holiday party and Walsham Chalet Park Ltd and will apply to your booking.

1.2 The person booking the holiday accepts the contract on behalf of all members of their holiday party and any guests that may stay with them in the accommodation in line with our agreement. It is the responsibility of the person booking accommodation to ensure that all members of the holiday party accept the terms of the contract set out in these terms and conditions. The contract between you and Walsham Chalet Park Ltd will exist as soon as:

– You book by telephone and we accept your initial payment (or full payment if you are booking less than 8 weeks before the start of your holiday).
– You book through an agent and the agent confirms your booking.
– You book online and your booking is confirmed.

1.3 Our holidays are primarily designed for people to enjoy peaceful and relaxing settings. With this in mind, please note we do not accept bookings from anyone under the age of 21, as well as any bookings from all male or all female parties made up of three or more persons.

1.4 Where the majority of the party is under 21 or includes any person(s) who are normally closely supervised, there must be sufficient capable and responsible adults over the age of 21 in every accommodation unit to provide adequate supervision for the party and each member of it. One such identified person must be present for the duration of the break and accept overall responsibility for the whole party. The name and contact details of this person must also be confirmed on arrival.

1.5 Failure to disclose all relevant information or comply with these terms may lead to termination of the contract and loss of your booking.

1.6 You must check your booking confirmation and 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 any inaccuracy in any document within 14 days of our sending it out.

1.7 The terms and conditions of booking may change from time to time, please check at the time of booking. The contract will be subject to English Law and the exclusive jurisdiction of the Courts of England and Wales.

2. Prices
2.1 Please note that prices are inclusive of VAT.

2.2 We reserve the right to alter the prices in our brochure and on our website, which may go up or down in response to changing market pressures. We will advise you of the current price before you make your booking.

2.3 All of our holiday lodges and leisure homes are sub-let by us as an agent on behalf of private owners.

2.4 Dogs are permitted in some accommodation for an additional charge.

3. Use of Your Holiday Home
3.1 The usual check in time is 4 pm unless otherwise stated on your booking confirmation. The checkout time is 10 am. There is a £25 charge for late check in.

3.2 If you wish to check in later than the time stated in your booking confirmation please ask when making your booking.

3.3 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 unless any damage or loss was caused through our own negligence. An inventory is available on request. We reserve the right to make a reasonable charge for any extra cleaning required to your holiday home following departure, missing items or damage.

3.4 We reserve the right to enter your accommodation on reasonable notice unless in the case of an emergency.
 
4. Late Arrivals
4.1 Our parks are secured by gates. The office is open 9 am – 6 pm every day. If you are planning to arrive after 6 pm, please let the park know in advance so we can make arrangements for you to gain access to the park and your accommodation.

5. Number in Your Party
5.1 The total number in your party must not exceed the capacity of the accommodation as agreed at the time of booking. If it is, we may move those additional persons to other accommodation and will charge you or them the appropriate charge for additional accommodation from the date of your arrival.

5.2 Babies under the age of 2 may be included in a booking in addition to the total capacity of your accommodation. Cot space in some of our accommodation is limited and may only fit in the lounge. Please call the relevant park for further details.

5.3 The person named on the booking is responsible for providing all the party details. Should you arrive at the park and the party details are different to those given on the original booking and you have not notified us of the change in details we reserve the right to refuse to hand the accommodation over to you. In these circumstances, you will have the option of either booking an alternative accommodation at full brochure price (subject to availability) or not checking in. Should the latter option be chosen, you will still be liable to pay our full fees for the holiday and will not be entitled to any refund of any fees already paid.

5.4 You are also required to notify us if you intend to invite any guest to stay overnight in the accommodation (subject to the maximum occupancy) and notify us of their identity prior to their arrival. If you do not do so, we reserve the right to terminate this agreement and you will still be liable to pay our full fees for the holiday and will not be entitled to any refund of any fees already paid.
 
6. Paying For Your Booking
6.1 When you book you must pay the applicable deposit requested. The standard deposit is 25% of the total holiday cost, subject to a minimum of £80 for short breaks and £150 for all other holidays. If you are paying a deposit under a low deposit offer, the difference between the low deposit and the standard deposit must be paid within 28 days of making the booking. Deposits are not refundable unless we cancel your holiday under clauses 10 and 11.

6.2 The balance is due and payable by the printed date in your booking confirmation invoice which will be 8 weeks before your holiday start date. If you book within 8 weeks or less of your holiday start date, payment will be due in full at the time of booking.

6.3 If the deposit and/ or balance is not paid on time, we reserve the right to cancel your booking but only if we have written to you reminding you to pay the deposit and/ or balance within 7 days from the date you have made the booking and you have failed to pay the amount outstanding.

6.4 Payment by credit/ charge card incurs an additional non-refundable charge of 2% of the total amount due. Payment by credit/ charge card confirms that you accept this additional charge. No such charge applies to debit card payments.

7. Changes To Your Booking Made By You
7.1 Once a booking has been confirmed by us to you, should you require it to be amended or re-confirmed for any reason then, if we accept this change, an administration fee of £25 will be charged.

7.2 Up to 8 weeks before the holiday start date you may request, in writing, a change to your accommodation to another grade within the same park as your original booking and within the same calendar year, or to another park within the brochure or website, subject to availability, payment of the above administration fee and any outstanding difference in price between the accommodation originally booked and the new accommodation.

7.3 You may transfer your booking to someone else/ another party (introduced by you and on the basis that they accept and comply with these terms and conditions) at any time with our consent and providing you pay the administration fee of £25 and any other outstanding balance. Bookings may not be transferred to other parties after the booking has been cancelled by you or us.

7.4 Any changes must be made at least 8 weeks before your holiday start date and be confirmed to us in writing by the same person who made the booking or their agent and be subject to the cancellation charges in these terms and conditions.

8. Special Offers
8.1 Please claim any special offers when you first make your booking. We are sorry we cannot honour special offers if you do not claim them when you first book.

8.2 New special offers cannot be applied to existing bookings. Please note where discounts are available these are applicable to new bookings only, promotional availability and may be withdrawn at any time.

8.3 All discounts offered are to be deducted from the accommodation price only and not the total holiday value.

9. If You Cancel Your Booking
9.1 We understand that it may be necessary to cancel your holiday due to illness, accident or change of circumstances. As soon as you know you need to cancel please call on 0844 414 8081 (calls charged at standard national rate) and confirm the cancellation in writing. The letter must be signed (where possible) by the person who made the booking or their agent.

9.2 The minimum cancellation charge is £80 per accommodation unit cancelled. Where repaid, payments by debit/ credit card will be refunded back on to the same card. Unless you have a policy providing cover in the event of cancellation, we cannot guarantee any refund of any monies paid will be given. Payments made by voucher or credit note will be refunded by the same method of payment.

9.3 If you have not arrived by 10 am on the morning after your holiday start date or contacted the park concerned to confirm when you will arrive, we will assume that the holiday is cancelled and the total holiday cost will be forfeited.

10. If We Cancel Your Booking
10.1 Very occasionally, in circumstances of “force majeure” as defined in clause 11 we may have to cancel your booking.

10.2 We will always endeavour not to change the date or cancel your booking, but in exceptional circumstances this may be necessary. We will inform you of the change as soon as possible and give you the following options: a) accept the alternative arrangements as notified to you; b) choose another available holiday from us at the advertised price; or c) cancel your holiday with a full refund of any money you have paid.

11. Force Majeure
11.1 We cannot accept responsibility or pay any compensation where the performance or prompt performance of the contract is prevented or affected by reason of circumstance which amount to “force majeure”.

11.2 Circumstances amounting to “force majeure” 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 be reasonably 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, adverse weather conditions, war or threat of war, actual or threatened terrorist activity, acts of government, acts of god, epidemic and all similar situations beyond our control.

12. Limitation Of Liability
12.1 We accept responsibility for those arrangements for your holiday that are within our control, but we cannot accept liability for any injury, loss or damage suffered by you or any member of your party, unless one of the following applies: a) there was wilful damage by us, our employees or agents; or b) death or personal injury was caused by the negligence of The Dream Lodge Group, our employees or agents.

12.2 Our limitation of liability for any loss or damage is limited to the cost of your holiday, except in the case of death or personal injury.

12.3 Please note that your personal belongings are your responsibility at all times and we cannot be held responsible for any loss or damage.

12.4 We accept no responsibility for information provided relating to local attractions, including details of distances, timings and activities. We provide this in good faith for information purposes only but make no recommendations in respect of any attraction. We have not verified that the listed details are accurate or up-to-date and accept no responsibility for any reliance by you on them. You must make your own enquiries and arrangements (including, where appropriate, having any necessary insurance cover in place) regarding the attractions with the operators and local tourist information centres.

12.5 Where we list attractions in this brochure we do not do so as agent for the owner or operator of any attractions and so have no liability for any loss or damage suffered by you whether in contract or negligence as a result of any reliance on the information contained herein, or for any loss or damage suffered by you in visiting or purchasing any ticket for any such attraction.
 
13. Activities & Facilities
13.1 We reserve the right to alter or withdraw amenities or facilities or any activities where reasonably necessary due to repairs, maintenance, weather conditions and circumstance beyond its control. If we have to withdraw amenities or facilities or any activities due to repairs or maintenance then, on the basis that the repairs or maintenance are not emergency repairs or maintenance, we will notify you before your holiday what those closures will be.

13.2 We regret that we may not be able to notify you of adverse weather conditions or any unforeseen circumstances affecting the activities and facilities on the park. The opening and closing dates of some of our facilities are shown on each brochure entry and the website. For all other opening and closing times please contact the park direct. Opening times may be limited outside the main holiday season.

13.3 Swimming pools – please be advised pool rules are there for guest safety and must be adhered to and that The Dream Lodge Group Swimming Pools are supervised by lifeguards where required. Children under the age of 8 must be supervised by an adult in the swimming pool. One adult may not supervise more than two children under the age of 8 in the swimming pool.

13.4 Fishing – a national rod license is required for anyone over 12 who wishes to coarse fish in England. These can be purchased online or from most local Post Offices.

14. Safety
14.1 You are required to follow any safety advice provided to you either before you arrive or during your stay.

14.2 The use of gas barbeques is prohibited.

14.3 Dispose of cigarettes and portable barbeques safely and responsibly.

14.4 Fireworks (including sparklers) may not be brought onto or used on our parks.

14.5 No shotguns, knives, firearms, air weapons, archery equipment, illegal substances, or similar items may be brought onto our parks under any circumstances.

15. Use Of Facilities
For health and safety reasons some of our facilities have age and/ or height restrictions. Please check these at the time of booking. At busy times access to facilities may be restricted. Occasionally we may need to close or withdraw certain facilities (e.g. for health and safety reasons or maintenance or reasons beyond our control) and we are not liable to you if we do so.

16. Infectious Diseases
Infectious or contagious diseases could easily be passed to other guests whilst on holiday. You must inform a member of staff should you contract any such illness while on holiday. In order to protect all of our park users anyone found to have such an illness may be confined or requested to leave the park. Please note that in such circumstances we are unable to offer refunds and we therefore recommend you take out your own insurance.

17. Licensing Laws
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. We accept the following forms of ID: full passport, a new style driver’s licence incorporating a photograph, a proof of age card.

18. The Holiday Parks
Most of our parks are in country locations and we try to preserve the rural character. Therefore the park may have areas of uneven ground, unmade up tracks and paths and limited lighting. We ask you to take special care to avoid accidents. Some parks may also have lakes, ponds, rivers and other features. These will be shown in your welcome literature and you should ensure you know about these features and supervise children appropriately.

19. Children
All children must be properly supervised by parents or guardians throughout the holiday. On some of the parks we are happy to provide special programmes of events and other facilities, 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.

20. Guests with Special Needs
20.1 Guests with restricted mobility, a disability or particular care requirements are welcome at all of our parks. We do have some parks where we offer specific accommodation suitable for holidaymakers with wheelchairs or mobility difficulties. However, certain accommodation and locations may not be suitable. 20.2 If your party includes someone with special needs you should tell us about this before you make a booking so we can try to ensure the accommodation and the park are suitable for you. We rely on the information you provide to help us anticipate and satisfy your needs. If you do have special requirements please let us know. We will try to accommodate these but we cannot guarantee this. We also require confirmation as to whether the disabled visitor will be accompanied on their holiday by an individual to attend to all their requirements.

21. Allergies
If any member of your party suffers from an allergy we would strongly recommend that you do not book accommodation which accepts pets.

22. Smoking
Please note all of our accommodation is non-smoking.

 23. Damage To Accommodation
23.1 You are responsible for any damage caused in the accommodation during the period of your hire. We have the right to enter any accommodation (without prior notice if this is not practical or possible) if special circumstances or emergencies arise (for example if repairs need to be carried out).

23.2 Accommodation will be inspected at the end of the holiday and you may be charged for any loss or damage found. Where accommodation is owned privately and sublet through us as an agent you consent to us passing on your details, and details of any damage done to the private owner.

 24. Unreasonable Behaviour
24.1 Our aim is to provide a relaxing environment suitable for families. To ensure the maximum enjoyment of your break and that of all other guests you must comply with this agreement.

24.2 We have the right to refuse to hand over accommodation if the unreasonable behaviour of anyone in your party is likely to cause offence to other guests or to members of staff. In such cases any charges paid will be refunded in full as quickly as reasonably practicable, the contract will be terminated and we will have no further liability.

24.3 We reserve the right to terminate a holiday after the keys have been issued, if the unreasonable behaviour of anyone in your party is likely to impair the enjoyment, comfort or health and safety of other guests or members of staff or the police become involved. In these circumstances it is unlikely that a refund will be given. Please note we cannot be held responsible for other people’s behaviour whilst on holiday with us.

 25. Your Vehicle
25.1 You should comply with 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.

25.2 Please note most of our accommodation has parking for one vehicle outside of the accommodation. If you are bringing more than one vehicle please contact the park in advance.

26. Pets
26.1 Where dogs are allowed on the park they must always wear a collar and identity tag and be kept on a lead under the control of a responsible adult at all times. They must not be left in the accommodation unattended.

26.2 Dogs (other than assistance dogs) are not permitted in any of our facility buildings or restaurants. Please note there is no charge for registered guide and assistance dogs.

26.3 Certain breeds of dogs are not permitted on any of our parks to maintain the safety and wellbeing of all our guests and employees. These include, but are not restricted to; Pitbull Terrier, Dogo Argentino, Fila Brasiliero and Japanese Toso. It is the responsibility of the person booking the holiday to inform us at the time of booking of the breed of any pet they intend to bring to the holiday park at the time of making their booking and failure to do so will be a breach of this agreement.

 27. Special Requests
We always endeavour to meet any requests made by our guests, however this is not always possible. On that basis we cannot guarantee them, but every effort will be made to satisfy them.

28. Brochure & Website Accuracy
28.1 We take every care to ensure that the details in this brochure and on our website are accurate at the time of going to print and continuously update our website, however information and prices may have changed by the time you book.

28.2 There may be small differences between the actual accommodation and facilities and its description, as we are always looking for ways to make improvements. We will take all reasonable steps to notify you of any changes to, or inaccuracies in any information contained in our brochure and on our website as soon as reasonably practicable after we become aware of that change or inaccuracy. However, we cannot accept responsibility for any errors or results of these. We are not responsible to you for unforeseen events or matters over which we have no control.

29. Data Protection
29.1 In order to process your booking and to carry out the services we need to use the information you provide to us such as name, address, any special needs etc. Please be assured proper security measures are in place to protect your information.

29.2 The information may also be provided to security or credit checking companies, public authorities such as customs/immigration if required by them, or as required by law or under this booking. We will not, however, pass any information onto any person not responsible for part of your accommodation.

29.3 In making this booking you consent to this information being passed onto the relevant person. Your data controller is Walsham Chalet Park Ltd. You are entitled to a copy of your information held by us. If you would like to access this please contact us. All data is held in accordance with the Data Protection Act 1998. Please note we operate the use of CCTV cameras at some of our parks for crime prevention and safety reasons.

30. Marketing Information
30.1 We will hold your information, where collected by us, and may use it to provide you with holiday or special offer information. If you do not wish to receive such information please write to us at our head office address.

30.2 We will not pass your information on to any third parties for marketing use without your permission.

30.3 We regularly take photographs and videos for promotional and training purposes and we occasionally receive requests from media companies to film/ photograph on our parks. Please be aware these activities may take place during your visit. Should you wish not to appear any such material please notify us on your before your arrival.

31. Damage Release
Upon your arrival to the park you will be required to sign a credit card authorisation form and a damage release document confirming that you accept responsibility for any damage to the Lodge or its contents caused by either yourself or any member of your party. Refusal to sign this document will lead to a cancellation of your holiday and we will not be liable to provide any refund to you.

32. If you need to contact us

If you have any comments or feedback about any part of your holiday experience, please in the first instance report it to the guest relations team on the park as soon as possible. In the majority of cases they will be able to help you immediately so that you can enjoy the rest of your stay. If however, after reporting, you are still dissatisfied and feel that we have not dealt with your complaint satisfactory, please get in touch via the email address relating to the park you have visited;

hiltonwoods@thedreamlodgegroup.co.uk
blossomhill@thedreamlodgegroup.co.uk
lazyotter@thedreamlodgegroup.co.uk
woodlands@thedreamlodgegroup.co.uk
norfolk@thedreamlodgegroup.co.uk
elmfarm@thedreamlodgegroup.co.uk
fornhampark@thedreamlodgegroup.co.uk
thesanctuary@thedreamlodgegroup.co.uk

Or in writing to: Guest Relations Department, The Dream Lodge Group, Unit 1, Mead Way, Dunmow Road, Great Hallingbury CM22 7FD

Or you can email us at customerrelations@thedreamlodgegroup.co.uk

Please ensure you contact us with full details, quoting your booking reference number, no later than 28 days after your holiday departure date so that we can conduct a timely investigation into any issue you raise. Please note that we cannot take any action in respect of any complaint if it the first instance, been brought to the attention of our park team to allow them the opportunity to rectify the problem. Whilst we endeavour to investigate and finalise all complaints with a satisfactory outcome, you can alternatively use the following link http://ec.europa.eu/consumers/odr/ for further information. Please note images are for illustration purposes only.

The Dream Lodge Group, Unit 1, Mead Way, Dunmow Road, Great Hallingbury CM22 7FD
tel: 0844 414 8081
www.thedreamlodgegroup.co.uk
email: customerrelations@thedreamlodgegroup.co.uk

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