Holidays in Cumbria
Terms & Conditions of Booking
By making a booking with Holidays in Cumbria, the Hirer enters into a legally binding contract and agrees to comply with all Terms & Conditions set out below. These apply to all properties managed by Holidays in Cumbria, regardless of which cottage is booked. Please read them carefully before booking.
1. Contract of Hire
• The Contract of Hire is between the named booker (“the Hirer”) and Holidays in Cumbria (“the Owner”). The contract is personal to the Hirer and is non-transferable.
• The Contract is effective only when written booking confirmation has been issued by Holidays in Cumbria.
• The Hirer must be over 18 years of age and is solely authorised to agree to these Terms on behalf of all members of the party.
• Only the named Hirer may raise complaints, request refunds, or enter into any dispute resolution process. Third parties — including family members, friends, or other guests in the party — have no standing under this contract and Holidays in Cumbria is under no obligation to correspond with them.
• The property is let for holiday use only. No tenancy rights are created.
• The Hirer is responsible for ensuring the property is suitable for their party’s needs before booking. Holidays in Cumbria is happy to answer any questions prior to booking.
2. Booking & Payment
• A deposit of £150–£200 (depending on the property) is payable at the time of booking.
• The balance is due 8 weeks before arrival.
• For bookings made within 8 weeks of arrival, the full amount is payable on booking.
• Provisional bookings are held for 24 hours only.
• Payment may be made by Stripe (via our website or payment link) or by bank transfer.
• Failure to pay the balance on time may result in cancellation, with the deposit forfeited.
3. Cancellation by the Hirer
• All cancellations must be confirmed in writing by email to info@holidaysincumbria.co.uk. A non-refundable £75 administration fee applies to all cancellations.
• More than 8 weeks (56+ days) before arrival: refund of all monies paid, less £75 admin fee.
• 8 weeks (56 days) or less before arrival: no refund whatsoever. The full balance is forfeit. This is a firm cut-off with no exceptions.
• If Holidays in Cumbria is able to re-let the property following a cancellation within the no-refund period, a goodwill payment of the re-let value (which may be lower than your original booking price), less the £75 admin fee, may be made at our sole discretion. This is not an entitlement.
• Part cancellations (where one or more guests cannot attend) do not reduce the cost.
• Cutting short your stay does not entitle you to any refund whatsoever, regardless of the reason for early departure.
• We strongly recommend UK travel insurance (including cancellation cover) to protect against unforeseen circumstances. This policy exists precisely because cancellation losses can be significant.
4. Cancellation by Holidays in Cumbria
• If Holidays in Cumbria must cancel your booking, a full refund of monies paid will be made.
• We are not obliged to provide alternative accommodation, though we will endeavour to assist where possible.
5. Arrival & Departure
• Check-in: from 5:00pm. Early check-in is not guaranteed and must be arranged in advance.
• Check-out: by 10:00am. Late check-out is not guaranteed and must be arranged in advance.
• Keys are provided via a key safe; the access code is issued in your arrival instructions.
• The Hirer is required to confirm, within 2 hours of check-in, that the property has been received in a satisfactory condition and that the party is content to proceed with the stay. This confirmation should be sent by email or message to Holidays in Cumbria. Failure to raise any concerns within this window will be taken as acceptance that the property was received in good order and as described.
6. Historic Property — Character & Condition
Several of our properties are historic buildings, some four centuries old. By booking, the Hirer acknowledges and accepts the following characteristics, which are inherent to the nature of historic stone buildings and are not defects:
• Uneven floors, low ceilings, narrow staircases, and irregular room dimensions are natural features of old buildings and are not considered faults.
• Stone walls may occasionally display mineral salt deposits (efflorescence), which is a natural and harmless characteristic of stone construction. This is not damp or mould.
• Historic woodwork, doors, and fittings may show age-appropriate wear consistent with the age and character of the property.
• Broadband speeds may vary due to the rural location of some properties.
• Utility services including water, electricity, heating, and broadband are provided in good faith but occasional interruptions beyond our control do not constitute grounds for compensation or refund.
• It is the Hirer’s responsibility to satisfy themselves as to the suitability of the property before booking. Holidays in Cumbria is happy to answer questions and provide additional photographs or information on request.
7. Occupancy & Behaviour
• The number of guests must not exceed the number stated on the booking confirmation.
• No more than 2 day visitors are permitted without prior written consent.
• Guests must respect neighbours and keep noise to a minimum between 11:00pm and 8:00am.
• Holidays in Cumbria reserves the right to refuse entry or terminate a stay without refund if: occupancy limits are exceeded; antisocial behaviour or excessive noise occurs; unauthorised parties or events are held; or any Terms are otherwise breached.
8. Pets
• Dogs are welcome at most properties (see your Property Information Pack for specific rules).
• Guests must clean up after their pets, both inside the property and in all outdoor areas.
• Dogs must not be left unattended in the property unless agreed in advance.
• If your dog usually sleeps on the bed, please bring your own bedding for them.
• Any excessive cleaning required or damage caused by pets will incur an additional charge to cover the cost of returning the property to our usual standard.
9. Care of Property & Damage Deposit
• The Hirer is responsible for the property and all its contents during the stay and must leave it in a clean and tidy condition.
• Breakages or damage must be reported immediately and may be charged.
• A refundable damage deposit of £150 may be required and will be returned within 2 days of departure, less any deductions for damage or excessive cleaning.
• Furniture must not be moved between rooms.
• Outdoor shoes must be removed before going upstairs.
• Doors and windows must be secured when leaving the property.
• Unnecessary lights and heating must be switched off when out.
10. BBQ, Outdoor Equipment & Facilities
• Where a BBQ is provided, it is the Hirer’s responsibility to clean it after use. Our cleaning team does not cover BBQ cleaning as part of the standard changeover. This is standard practice in the holiday let industry.
• Outdoor furniture, fire pits, and other external equipment are used at the Hirer’s own risk.
• Any damage to outdoor equipment caused during the stay may be charged to the Hirer.
• The cleaning fee covers the interior of the property only.
11. Complaints & Reporting of Issues
Holidays in Cumbria takes all complaints seriously and will endeavour to resolve any issues promptly. However, in order for a complaint to be considered, the following procedure must be followed:
• Any issue, defect, or concern must be reported to Holidays in Cumbria immediately upon discovery, and in any event during the stay, by contacting us directly by phone or email.
• We must be given a reasonable opportunity to investigate and remedy any reported issue before a complaint or refund request can be considered.
• Complaints raised only after departure, where no contact was made during the stay, cannot be considered for refund or compensation. The Hirer’s failure to report issues during the stay, thereby depriving Holidays in Cumbria of the opportunity to remedy them, constitutes a waiver of any related claim.
• If an issue cannot be resolved to the Hirer’s satisfaction during the stay, Holidays in Cumbria will endeavour, where possible, to offer alternative accommodation from within our portfolio.
• Complaints must be submitted in writing by the named Hirer only. Complaints submitted by third parties — including family members or other guests in the party — will not be accepted or processed.
• Time-stamped photographs or other evidence provided by the Hirer may be requested. Holidays in Cumbria reserves the right to investigate all claims and to seek corroborating evidence, including from subsequent guests, cleaning records, and property inspection reports.
• It is our standard practice for all housekeepers to provide a timestamped video recording of the condition of the property at every changeover, immediately prior to guest arrival. This video constitutes a contemporaneous record of the property’s condition and will be used as evidence in the event of any dispute regarding the state of the property on arrival. Any claim that contradicts the evidence shown in the changeover video will be treated accordingly.
• Any complaint found to contain fabricated, planted, or deliberately misleading evidence will be immediately dismissed, and Holidays in Cumbria reserves the right to report such conduct to the relevant authorities and to pursue civil remedies.
12. Refunds
• Refunds will only be considered where a complaint has been reported during the stay in accordance with Clause 11, and where Holidays in Cumbria has been given a reasonable opportunity to investigate and remedy the issue.
• No refund will be issued for complaints raised solely after departure where no contact was made during the stay.
• No refund will be issued for matters that are inherent characteristics of a historic property, as described in Clause 6.
• No refund will be issued where the Hirer has cut short their stay without first notifying Holidays in Cumbria and allowing us the opportunity to resolve any issues.
• Refund requests must be submitted in writing by the named Hirer within 14 days of departure.
• Holidays in Cumbria reserves the right to take into account the experience of other guests staying before and after the relevant period when assessing the validity of any refund request.
13. Threats, Intimidation & Blackmail
Holidays in Cumbria operates with integrity and expects the same from its guests. The following conduct will not be tolerated under any circumstances:
• Any attempt to use the threat of negative reviews, regulatory complaints, or public commentary as leverage to obtain a refund or other benefit will be treated as an unwarranted demand with menaces.
• Any refund request accompanied by, or following, threats of any kind — including threats to contact authorities, post negative reviews, or pursue public campaigns — will be automatically declined, regardless of the underlying merits of the complaint.
• All such communications will be logged and retained. Where conduct amounts to blackmail or attempted extortion under the Theft Act 1968 or other applicable legislation, Holidays in Cumbria reserves the right to report the matter to the police and to pursue civil remedies.
• Legitimate complaints made through the proper process set out in Clause 11 are always welcome and will be dealt with fairly and promptly. This clause is intended solely to protect against bad-faith conduct and does not in any way restrict genuine complaints.
14. Liability
• Vehicles, baggage and personal belongings are at the Hirer’s risk throughout the stay.
• Holidays in Cumbria is not liable for accidents, loss or damage to guests or their property unless caused by our negligence.
• Holidays in Cumbria is not liable for injury or damage arising from the use of amenities including BBQs, fire pits, hot tubs, or outdoor equipment.
• Holidays in Cumbria is not liable for events beyond our reasonable control, including adverse weather, pests, third-party building works, or local events.
15. Lost Property
• Items left behind will be returned on request. Postage costs plus a £5 handling fee apply.
• Unclaimed items will be disposed of after 28 days.
16. Smoking & Candles
• Smoking and vaping are strictly prohibited inside all properties.
• Candles are not permitted indoors.
• Breach of this clause may result in immediate termination of the stay without refund and additional cleaning charges.
17. Privacy & Data
• Holidays in Cumbria processes personal data in accordance with our Privacy Policy, available on request or via our website.
18. Governing Law
• This contract is governed by the laws of England & Wales.
• Any disputes shall be subject to the exclusive jurisdiction of the courts of England & Wales.
19. Amendments
• Holidays in Cumbria reserves the right to amend these Terms from time to time. The Terms in force at the time of booking will apply to that booking.
Holidays in Cumbria | info@holidaysincumbria.co.uk | www.holidaysincumbria.co.uk | North Pennines AONB, Cumbriae Terms from time to time.