Terms & Policies
Please Note: These are the standard terms and conditions, properties onsite have additional property specific terms. Refer to the individual property page for more information.
Greenway Retreats : Booking Terms and Conditions
1. DEFINITIONS
To be clear the following words will have the meanings given below:
'Booking' means your request to stay at the Property once it has been confirmed by us.
'Cautionary Deposit' is the deposit paid by you to cover any damage to the Property or loss of contents or keys and excessive or incorrect use of facilities.
'Check-in time' is the date and time when the Property will be made available to you.
'Check-out time' is the date and time when the Property should be vacated by you as set out in the Booking.
'Holiday' is the period of time when the Owner provides the Property to you as set out in the Booking.
'Owner' is the owner of the Property (or their representative) whose details will be provided to you upon request.
'Party List' the list of people including you (limited to the maximum number notified under clause 4.1.2) who will share the Property to be provided in accordance with clause 2.8
'Property' the accommodation specified in your Booking.
'Property Specific Terms' specific rules applicable to a Property provided to you by us or the Owner; and
'you' the person (and members of your party) who stay at the Property for the Holiday.
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2. THIS CONTRACT
2.1 These are the terms and conditions on which your Booking is made and your Holiday will be provided to you.
2.2 When you submit a booking form to us, we and the Owner are under no obligation to accept that booking.
2.3 We will provide you with written confirmation once we have, acting as agents for the Owner, accepting your Booking, these terms and conditions become binding on us, you, and the Owner. To be clear: Booking is a contract between you and the Owner – we act only as the Owner’s agent.
2.4 Once we have confirmed your Booking you will only be able to cancel in accordance with clause 7 below. However, if you contact us, we may be able to extend your Holiday or change the identity of or the number of persons in your party, but this is subject to availability and the Owner’s agreement. Accordingly, we cannot guarantee that this will always be possible.
2.5 You are responsible for ensuring the details you provide on the booking form you submit to us are correct and whilst we will try to assist you, we cannot be liable for mistakes in information that you have given to us.
2.6 Every Booking has a reference : Name & Date. Please quote this in all correspondence with us relating to the Booking.
2.7 If you make a telephone booking, we will provide you with confirmation of the Booking over in writing after the call.
2.8 You agree that you will provide a Party List prior to arrival.
2.9 You agree to arrive at or after the Check-in time (usually 4pm, but please check the property details) for the Booking (unless you notify us otherwise and we agree the same in advance).
2.10 The Property will not be available at any time outside of the Holiday and we may retain the Cautionary Deposit or otherwise charge you a reasonable sum for any costs incurred by us or the Owner if you have not left the Property at the Check-out time, before 10am. Please inquire if you would like to check out later, but this will depend on the host and could affect the following booking. Late check-out fee may be requested.
2.11 You confirm that the person making the Booking is over the age of 18.
2.12 You appreciate that, while we keep our illustrations, photographs and other imagery as up to date as possible, they are only illustrative and are subject to change.
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3. OWNER’S OBLIGATIONS
3.1 Once your Booking has been confirmed, the Owner agrees to provide the Property to you for your Holiday, subject to these Terms and Conditions.
3.2 The Owner agrees to meet the standards required by us and you should inform the Owner if you have any concerns.
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4. YOUR HOLIDAY AND WHAT IS PERMITTED
4.1 General
4.1.1 You agree to take proper care of the Property and its contents during your Holiday and we may deduct costs from your Cautionary Deposit if you fail to do so.
4.1.2 You will be notified of the maximum number of people who are permitted in the Property and you may not exceed that number. No-one other than the individuals listed in the Party List may stay in or (without the Owner’s permission) visit the Property. A change of guests during the stay is subject to the Owner's permission.
4.1.3 If you choose the ‘Alternative Group Option’ you will be allocated an appropriate number of bedrooms. If you use any extra bedrooms the cost of the additional use will be deducted from your Cautionary Deposit and then, if there is a shortfall, your credit or debit card.
4.1.4 The Owner only permits the Property to be used for domestic and private use. If you do wish to use the Property for a commercial purpose, please contact us before booking.
4.2 Property Specific Terms
4.2.1 The Property may have Property Specific Terms which will be provided to you prior to Booking. You must abide by these during your Holiday.
4.3 PetsPets are only permitted in the Property if specified within the Booking. Any additional charges for the pets will be notified to you in advance of the Booking.
4.4 No SmokingSmoking is strictly prohibited at the Property.
4.5 BroadbandWhere broadband is provided, there is no guarantee of a minimum speed, unrestricted bandwidth, or uninterrupted provision. We and the Owner cannot be held liable for any failure in the broadband access.
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5. PRICE AND PAYMENT
5.1 The price of your Holiday including any Cautionary Deposit and any extras (e.g. pet fees) will be notified to you prior to your request to book being confirmed.
5.2 We will confirm the dates for payment and the price of your Holiday at the time of Booking and you must ensure that you make the payments on time.
5.3 Payment may be made by Cash, MasterCard, Visa, Delta or Switch. Cheques by prior arrangement. Unfortunately we do not accept American Express or Paypal requests. Sorry, there will be no refunds for missed meals or unused rooms.
5.4 Bank transfers must be in cleared funds by the deadlines for payment and in the currency shown in the Booking. Any bank or transfer charges shall be borne by you.
5.5 Where VAT is chargeable, it is included in the sums given. If the rate of VAT changes before you have paid in full, we will be required to adjust the price of your Holiday accordingly.
5.6 If you fail to pay any sums (including the Cautionary Deposit) by the due date we may either charge your debit or credit card for the amount owing plus an administration charge of £30 or we may cancel your Holiday and use any monies paid to cover the costs incurred by you breaching these terms and conditions.
5.7 You will not be permitted to have access to the Property if there is any sum (whether Cautionary Deposit or otherwise) outstanding at the Check-in time and clause 5.6 above will apply.
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6. CAUTIONARY DEPOSIT
6.1 You will be informed of the amount of the Cautionary Deposit to be paid at the time of Booking.
6.2 The Cautionary Deposit must be paid one week before the Check-in time. If your Check-in time is between the last Friday in December and the first Friday in January, the Cautionary Deposit will be due no later than the 18th December.
6.3 The Property will be assessed after your Holiday. If no loss or damage is discovered, we will provide you with a full refund of the Cautionary Deposit. Otherwise, if any loss or damage is discovered then you will be informed of the amount to be deducted from the Cautionary Deposit.
6.4 If the reasonable cost of repairing any loss or damage to the Property or contents exceeds the Cautionary Deposit, we will invoice you and charge your credit or debit card.
6.5 If any proportion of the Cautionary Deposit is retained, or a further charge is made under this clause 6 and you dispute the same, we will provide you with the Owner’s contact details and you will be required to resolve the issue directly with them.
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7. YOUR RIGHTS TO CANCEL
7.1 Any cancellation must be in writing and will only be effective once we send written confirmation of the cancellation to you. Please see clause 8 for your entitlement to refunds and clause 2.4 relating to changes.
7.2 When we confirm your cancellation in writing we will provide you with details of what (if anything) is owing to you and any deductions we have made.
7.3 We strongly recommend that you take out holiday insurance at the time of making the Booking with cancellation cover. Whilst we allow you to cancel your Holiday, we cannot guarantee that we will be able to refund any part of the payments you have already made.
7.4 If you are unable to travel to the Property for any reason, or do not arrive on the day of Check-in without notifying us, this will be treated as a cancellation under this clause 7.
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8. REFUNDS FOR FULL PAYMENTS BOOKINGS
8.1 To receive a full refund, guests must cancel within 72 hours of booking, and the cancellation must occur at least 14 days before check-in.
Any booking made within a 14 day period must be cancelled within the 72 hour period to receive a full refund
8.2 Guests that cancel 60 days before check-in will receive a 50% refund.
8.3 If guests cancel 14 days or less before check-in they will not receive a refund.
8.4 Cancellations received after 12 noon are not effective until the following working day.
8.5 To receive a refund guest will need to provide bank details in a written email to Greenway Retreats. Expect refund to be received within 5-7 working days.
REFUNDS FOR PART PAYMENT BOOKINGS
8.6 100% deposit refund for cancellation 60+ days before check in date.
8.7 50% deposit refund for cancellation 30-59 days before check in date.
8.8 0% deposit refund for cancellation 14-29 days before check in date.
REMAINING BALANCE
8.9 Remaining balance is due 14 days before the check in date.
8.10 If paid at the time of booking, a full refund of the remaining balance is available up to 30 days before your check in date.
8.11 Once the full balance has been paid within the 14 days before check in, no refund will be issued.
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9. ALTERATIONS TO BOOKING
The period is which alterations will be honoured are within 24 hours from making a booking to 14 days prior to arrival date of reservation.
9.1 The amended booking is on a like for like basis (same rate type, same property, same number of rooms and type of rooms, and the same stay duration, same number of guests); for example, moving dates, but keeping the same amount of nights per reservation.
9.2 If the total value of the new stay is less than the original booking pre-payment, any difference is forfeited;
9.3 If the total value of the new stay is more than the original booking pre-payment, the remaining balance is payable and payment in full is required at the time of amendment.
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10. THE OWNER’S RIGHT TO CANCEL
10.1 The Owner may have to cancel a Booking prior to the Check-in time due to an event outside their control (such as fire, flood, failure of utilities or legislation) or if the Property will be unavailable as a result of a sale and we will contact you as soon as possible to let you know if this happens. We would unfortunately not be able to take full responsibility to arrange alternative accommodation in a property of similar facilities and price and you will be entitled to a full refund. This does not apply where you cancel because you are unable to travel or stay at the property as a result of the COVID – 19 pandemic or other legal requirement affecting you; only where the Owner cancels because they are not permitted to have guests at the Property.
10.2 Clause 9.1 states your sole and exclusive rights and remedies, and the Owner’s and our entire obligations and liability, if cancellation occurs under clause 9.1.
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11. LIABILITY
11.1 Neither we nor the Owner’s liability is limited for:
(a) death or personal injury caused by the negligence of either of us;
(b) fraud or fraudulent misrepresentation; or
(c) breach of the terms implied by the Consumer Rights Act 2015.
11.2 If we or the Owner fail to comply with these terms and conditions, we and the Owner will each respectively be responsible for any loss or damage you suffer that is a foreseeable result of our or the Owner’s breach of the terms or negligence, but neither of us are responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if they were an obvious consequence of our or the Owners’ breach or if they were contemplated by you and us when we entered into this Booking.
11.3 Subject to clause 10.1, we and the Owner are not responsible for any transport and/or alternative accommodation costs or for loss or damage to any of your items, belongings, or vehicles.
11.4 To be clear, we shall not be liable for any loss or damage you suffer due to the breach of these terms by, or the negligence of, the Owner and the Owner shall not be liable to you if we breach these terms or are negligent.
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12. HOW WE USE YOUR PERSONAL INFORMATION
12.1 We will only use your personal information as set out in our Privacy Policy.
12.2 We will only provide our marketing to you where you have notified us that you wish to receive our marketing.
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13. GENERAL
13.1 You acknowledge that the Owner may enforce any and all of these terms and conditions against you.
13.2 Except for you, us and the Owner, no other person shall have any rights to enforce any of its terms.
13.3 These terms shall be governed by and construed in accordance with English law and the courts of England & Wales shall have exclusive jurisdiction.
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Additional Pet Specific Terms & Conditions
While pet-friendly properties is a term used by Greenway Retreats to describe those properties where the Owner has indicated that they are happy for family pets to holiday with you, please note that there are no specific property modifications that have taken place to accommodate pets.
1. Pets are only permitted at those properties that are marketed as such and the number of pets that each property accommodates is detailed on each property page.
2. If you wish to holiday with a pet other than a dog, it would be necessary for Greenway Retreats to achieve consent from the owner prior to confirming your booking.
3. An additional accommodation charge is applicable for bookings that include pets. This additional charge will be clearly detailed against your booking and the fee is payable prior to your arrival at the property.
4. Please do not leave your pets alone or unsupervised at the property at any time during your stay.
5. Pets are not permitted in the bedrooms or on the furniture at any time.
6. For the safety and comfort of your pet we request that owners exercise due diligence at all times, especially where the property is located near a road/livestock. Greenway Retreats nor the property owner can accept responsibility for the safety of your pet.
7. We request that you bring your own pet provisions, including bedding, water bowls, food. Outdoor lead, as the site is not fully secure.
8. Pets should be cleaned and fully dried off before entering the property after being outside.
9. In the interests of hygiene, health and safety and out of consideration for others it is important that you clean-up after your pet and dispose of any mess in a sanitary and responsible manner.
10. You are responsible for any damage caused by your pet, whether inside or outside the property. If extra cleaning is required as a result of a Guest having pets in the property, this may be deducted from your Cautionary Deposit.
11. Please note that additional restrictions may apply to some properties - please refer to the Property Specific Terms and Conditions for more information.
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FACILITIES: PENNANS LODGE
We are a retreat centre focused on quiet and listening to the body and would request your help in keeping the grounds peaceful.
Pool - Is not attended by a lifeguard, therefore, children under 5 years, must be accompanied by an adult. The guests of Greenway Retreat’s natural pool and must strictly adhere to the pool rules, and neither the guests nor the committee accept any responsibility or liability for injuries sustained by any person during any lawful or unlawful use of the pool.
POOL RULES
Diving is permitted, but only in the designated area, the deep end near the decked area.
No wrestling, bombing or rowdy behaviour
No running around the pool
No pushing or throwing people into the pool
No backwards jumping from the pool side
Floats are to be used as swimming aids only
No playing or stepping on the basins as this will damage the structure and eco-system that helps filtrate the pool.
Exit the pool by steps only
Babies must wear a swim nappy
No food or drink in glassware in or around the pool
(We state this, due to past incidents of glass falling and breaking into the water, resulting in draining the pool completely and delaying the use of the pool for over 10 days. )
Smoking is NOT permitted in the pool area
Food and drink is NOT permitted at the pool area
The Greenway Retreats team reserves the right to refuse guests from using the pool, if the above rule are not adhered to. There may be occasions when water testing results require pool closure for a short period of time.
Greenway Retreats team reserves the right to have access during your stay to continue with the upkeep and maintenance of the pool, water tests and may need to be required resulting in a pool closure for a short period of time, we aim to try and do these when guests are out and off site to reduce disruption.
Any person with a recent history of diarrhoea or other gastric complaints (ie within the past 14 days) should not swim.
Terms and Conditions of Use
• All guests and members using the swimming pool are expected to abide by the following terms and conditions of use and GR reserves the right to deny access to the pool facilities of any guest or member who is deemed by the management of Greenway Retreats to have failed to comply.
• Authorisation to use the swimming pool facilities cannot be transferred/assigned – the swimming pool facilities are provided for use by GR guests and private members only.
• Entry to the pool is from the designated gates given on tour to the guest or member.
• For safety and security reasons guests/members must not admit persons outside of their group to the pool at any time.
• Entry to the pool area is via the main arch gateway and path leading up to carpark.
• Pool will be available at the prescribed times only. See timetable.
• Pool may be closed for essential maintenance work, special functions or for any other reasons the management may feel necessary.
• Members and guests are required to use the retreats facilities in a proper and reasonable manner.
• GR accepts no liability for any illness or injury resulting from overexertion of or any precipitation of any medical condition caused by the use of the swimming pool facilities.
• No responsibility will be accepted for loss or damage to the property or valuables of any member or guest even those that are left in bedrooms.
• In the interest of SAFETY all users must observe the Swimming Pool User’s Safety Code and follow the Pool Rules at all times.
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FIRE PIT
To the guests of Greenway Retreats and the use of the fire pit. Greenway Retreats and staff members do not accept any responsibility or liability for injuries sustained by any person during any lawful or unlawful use of the fire pit.
As with any fire situation, there are many safety measurements that can ensure you and yours remain safe. The following safety protocols are in place for fire pit safety:
In case of a fire there is a fire extinguisher ready and available in the kitchen as well as a first aid kit for any accidental burns.
FIRE PIT RULES
Please put out the fire completely before leaving the pit unattended or before finishing the evening. Even the smallest fire can become a large fire quickly, so embers should be completely extinguished.
Do not light a fire in windy conditions. One stray spark can cause a large fire in the surrounding woodland area.
If a fire warning is implemented in your area, do not burn. The dry conditions in the area could influence rampant forest or brush fires based on a single ember or spark.
Never allow a child to start a fire or to play near the fire. Children should always be closely supervised around a fire pit.
Always use dry wood and kindling to light your fire. Never use accelerants, garbage, or garden clippings to light a fire. Also, never throw any materials besides seasoned woods onto your fire.