Our Terms & Conditions

WHO Terms & Conditions


1. GENERAL

a. We wish your stay at Wattle Hill Oast (“WHO”) to be as enjoyable as possible.  In order to help us achieve that aim, we’re sure you’ll understand that we have to make your booking and attendance on site subject to the following terms and conditions.  Your attendance on the site is deemed acceptance of these terms and conditions.

b. Please read the terms and conditions carefully; they contain important and useful information regarding your safety.

c. WHO draws your attention in particular to the exemption clauses at paragraphs 6 (g),  7 (k), 8 (u) & (w), 9 (g), 10 (e) & (p), 11 (b), (e) & (g), 13  below.

2. WHO BOOKING AND PAYMENT

a. Bookings will be confirmed on payment of a 40% booking deposit.  We will notify you of the applicable deposit payment at the time of booking. This date will be shown on the confirmation/invoice we send you.

b. The balance due is payable 14 days before arrival.

c. Bookings may be accepted less than 4 weeks from arrival at WHO’s discretion, subject to payment of the full amount due.

d. Should you cancel your booking later than 14 days before arrival, the deposit is be payable in full, subject to the discretion of WHO.

e. WHO will contact you requesting any balance due. If we do not receive the payments due by the due date, we have the right to treat your booking as cancelled by you and retain all deposits paid or due.

f. If you pay by credit card we will make a charge of up to 2.5% for each payment made this way to recover the credit card company’s charge to us. If your payment is not honoured for any reason whatsoever, we are entitled to make an administration charge of 2.5%.

g. If you have any special requests, you must advise us in writing at the time of booking. Although we will obviously try to accommodate your requests we regret we cannot guarantee any request will be met.

h. We regret we cannot accept any conditional bookings, i.e. any booking which is specified to be conditional on the fulfilment of a particular request. All such bookings will be treated as “standard” bookings subject to the above provisions on special requests.

i. If you or any member of your party has any medical problem or disability which may affect your stay, please tell us before you confirm your booking so that we can advise as to the suitability of the chosen arrangements. In any event, you must give us full details in writing at the time of booking. If we reasonably feel unable to properly accommodate the particular needs of the person concerned, we reserve the right to decline the reservation or, if full details are not given at the time of booking, cancel when we become aware of these details.

j. Unfortunately, WHO cannot be responsible where guests do not enjoy their stay or suffer any other problems because of a reason which they do not make us aware of when the holiday was booked, or upon arrival, when we will do everything reasonably possible within the timescale to accommodate such issues.

k. WHO does not expect to have to make any changes to your booking, but sometimes problems occur and bookings have to be changed or cancelled or errors in brochures or other details corrected. WHO reserves the right to do so. If this does happen, WHO, will contact you (by telephone where reasonably possible in the case of a significant change or cancellation; minor changes will be notified by email) as soon as is reasonably practical, explain what has happened and inform you of the cancellation or change.

l. We use Sagepay to collect/process transaction information and provide a link to our security policy at http://www.sagepay/policies/security-policy

3. WHO ALTERATIONS AND CANCELLATION

a. If you wish to change any aspect of your booking, you must notify us in writing (by email is fine) as soon as possible. Whilst we will do our best to assist you, we cannot guarantee that we will be able to meet any such request, particularly where made within 4 weeks of the start of your stay, where a deposit has been taken.

b. Subject to WHO’s discretion, the following changes may be treated as a cancellation of your booking by you. 

i. A change of the start date of your booking.

ii. Any change in your booking dates where requested after balance due date.

iii. A reduction in your booking duration where requested after balance due date.

WHO will, however, make reasonable efforts to fill booking slots vacated by such changes and if we are successful, then no charge will be made.

4. WHO ARRIVAL

a. Check in is at 1500.

b. On arrival, full names of all adult guests should be provided against an acceptable form of ID (Passport, driver’s licence etc).

c. An inventory listing all equipment provided in the tents will be provided on arrival.  This will be checked on departure.

d. On arrival, we will ask for a £250 deposit cheque to cover all breakages, damage or inventory losses caused by guests named against each booking and any children during your stay.

e. On checking out, a check of your inventory will take place and if no breakages or damage has been caused, the cheque will be returned to you.  If damage less than the full amount of £250 has been caused, you will have the opportunity to pay for that, otherwise we will cash your cheque and reimburse you any difference to your postal address.

f. When you check in with WHO, you accept responsibility for any damage or loss caused by you or any member of your party.

g. A WHO entrance card will be provided for each guest, together with a key to the WHO complex.

h. Subject to WHO’s discretion, no guests will be permitted entrance to the site or facilities.

5. THE WHO WAY – CAMPSITE ETTIQUETTE

a. Smoking is not permitted within the tents.

b. Guests should conduct themselves in a quiet and well-mannered fashion when in or about the campsite and in a manner that will not disturb or impair the use and enjoyment of the facility by any other person.

c. We expect all clients to have consideration for other people. If in WHO staffs’ opinion, you or any member of your party behaves in such a way as to cause or be likely to cause danger, upset or distress to any third party or damage to property, we are entitled, without prior notice, to terminate the stay of the person(s) concerned. In this situation, the person(s) concerned will be required to leave the site immediately. WHO will have no further responsibility toward such person(s) including any return travel arrangements. No refunds will be made and we will not pay any expenses or costs incurred as a result of the termination.

d. Particular consideration should be given to other guests after 9 pm.

e. In consideration of others enjoyment of this peaceful campsite, the use of portable stereos other than with headphones is not allowed.

f. Acoustic guitars are, however, welcome!

g. Children under 16 should not be left unsupervised at any time whilst on WHO property.

6. WHO’S ANIMALS

a. Due to the fact that we have animals living at WHO, guests are not permitted to bring animals (pets or livestock) onto WHO grounds or premises (other than registered guide dogs).

b. WHO’s animals have teeth and our birds have beaks!  They bite, peck, kick and scratch!  Please do not poke fingers/limbs or anything else into the enclosures or aggravate or tease the livestock in any way.

c. Our animals’ pens are surrounded by electric fences.  Guests should not touch these and children under 16 should be supervised at all times when near the enclosures.

d. Please do not feed our animals, other than with the permission and under the supervision of WHO staff.

e. Children under the age of 16 should be accompanied at all times around the animal pens.

f. Please do not climb on or into any of the animal enclosures or enter without the express permission and under the supervision of WHO staff.

g. WHO has no liability for loss, damage or injury sustained as a result of breach of the above conditions.

7. WHO WOODS, PONDS AND LAKE

a. WHO’s grounds contain a lake, two rainwater ponds and a stream at the bottom of the woods.

b. The lake is deep and potentially dangerous. It is fenced, but not manned at any time and parents are responsible for the safety of children around it at all times.  Guests should enter the lake by way of the gates and not climb on the fences.

c. Drinking alcohol around the lake is not permitted.

d. Swimming in the lake, or the use of flotation aids such a lilos and dingys is strictly forbidden.

e. The woods, pond and stream are not fenced.  The woodland areas contain slippery banks, nettles and thorn bushes.  They are home to rabbits and badgers and contain numerous holes and burrows.  Guests should take care when walking and playing in the woods and should wear appropriate clothing and footwear at all times.

f. Guests should not allow children under the age of 16 to play near the ponds, steam or in the woods unsupervised.

g. Guests should not enter the woods when it is dark.

h. Guests should not light any fires except in the firepits provided.

i. Please read and abide by the warning signs.

j. Children (both big and small) are allowed to build dens in the woods!

k. WHO has no liability for loss, damage or injury sustained as a result of breach of the above conditions.

8. THE WHO COMPLEX

a. As part of their stay, guests are invited to use the private gym and swimming pool complex at WHO.  Your safety and enjoyment of this facility is of paramount importance and accordingly, use of this facility and associated equipment is conditional upon guests complying with the following conditions.

b. Access to the WHO gym and swimming pool complex is limited to named guests and children booked and staying at WHO.

c. Guests must complete a Pre-Activity Questionnaire before using the facilities.

d. Guests should carry their WHO cards when using the complex.

e. The gym and swimming pool complex is open from 0800 in the morning to 2030 in the evening.

f. Guests are respectfully requested to leave the gym and pool areas half an hour before the complex is due to close.

g. Guests may not use the pool, gym or sauna whilst under the influence of alcohol or anticoagulant, antihistamines, beta-blockers, narcotics, or tranquillisers.  If you have high or low blood pressure, heart disease and/or diabetes you should consult your doctor prior to using the facilities.

h. You must not take any photographs or movie shots in the complex (including by using a camera on a mobile phone or PDA).

i. Guests must not consume any food or drink, or bring any glass jars or containers into the complex, including the changing rooms.

j. Water in plastic bottles is allowed.

k. A key is provided to each group for access to the toilets situated in the complex at night.  Guests should ensure that the door to the complex closes and locks behind them after use.

l. The pool and gym complex is not a supervised facility.  Guests are at all times responsible for their own safety and those in their party and should act responsibly.

m. Children under 16 should be accompanied and supervised at all times whilst in the complex.

n. Children aged up to 8 may change in either sex change room, under supervision and in designated areas only.  Children aged 9-15 years must change in designated areas under supervision in the changing room of their own sex.

o. Guests should only shave in the basins provided.

p. Guests should conduct themselves in a quiet and well-mannered fashion when in or about the complex and in a manner that will not disturb or impair the use and enjoyment of the facilities by any other person.  In particular please do not use foul, loud or abusive language, nor molest or harass other guests or members of staff.

q. WHO reserves the right, at any time, to ask a guest to leave the complex if they are jeopardising the safety or enjoyment of others.

r. Smoking is prohibited in all areas of the complex.

s. Fire exits, which are clearly marked, are there is the interest of safety and you must not interfere with fire doors for any reason.

t. You must read the health & safety notices posted outside any equipment or in the complex.

u. No lockers are provided.  Property is at guests’ own risk and WHO will bear no liability for loss of or damage to any property brought into the complex.

v. Valuables should not be brought into the complex.

Exclusion/Limitation of liability

w. Admission to the complex is on the condition that WHO and its representatives and helpers bear no liability or responsibility for injury to persons or loss of or damage to valuables or personal property howsoever such injury, loss or damage may occur.  Attendance in the complex constitutes acceptance of this term and indemnifies WHO and its representatives and helpers in respect of all such loss. In any event, our liability to compensate guests for any injury, loss, damage or theft of any property brought into the complex  by you will be limited to a total amount of £500 (for any one incident) where that loss, damage or theft is caused by the negligence or is the fault of WHO, its employees, agents or sub-contractors.

9. THE WHO GYM

a. Guests should seek instruction before using unfamiliar equipment.  Guests are responsible for ensuring that they correctly operate or use any equipment (including adjusting levels or settings). If guests are in any doubt about how correctly to operate any equipment, they must consult a WHO representative before use.  If no representatives are available, guests should refrain from using the equipment.

b. Children under 16 are not to use the gym.

c. Guests may not bring their own personal trainers (instructors) into the gym.

d. Appropriate clean exercise clothing and shoes must be worn whilst exercising.

e. Gymnasium equipment must not be used for longer than 15 minutes during busy periods.

f. Guests are asked to wipe down gymnasium equipment after use.

g. WHO has no liability for loss, damage or injury sustained as a result of breach of the above conditions.

10. THE WHO SWIMMING POOL AND SAUNA

a. Guests should not run round the poolside, or act in an unsafe manner.

b. Guests should conduct themselves in a quiet and well-mannered fashion when in or about the pool and sauna and in a manner that will not disturb or impair the use and enjoyment of the facilities by any other person.

c. Diving is only allowed in the deep end.

d. Children under 16 should not be in or near the pool without being strictly supervised and cared for.

e. Such behaviour, supervision and care is a condition of the use of the WHO pool/facilities and WHO can bear no responsibility or liability for any loss, damage or injury whatsoever occurring as a result of any lapses or failings in such behaviour, supervision and/or care.

f. When using the sauna, guests are requested to wear appropriate swimming attire.

g. Guests should comply with any swimming direction posted in the swimming pool area.

h. Appropriate swimwear must be worn at all times in and around the pool and sauna.

i. Guests should shower before using the pool and/or sauna.

j. Guests should wear long hair up, or in a swimming cap, whilst in the swimming pool. Swimming caps may be purchased onsite.

k. Clothes or towels must not be dried in the sauna as this constitutes a fire hazard.

l. No balls, floats or inflatables are permitted in the swimming pool area other than those provided by WHO.

m. In order to limit mess, the use of talcum powder in the changing rooms is not permitted.

n. All used swimming nappies must be removed from the complex.

o. Children below the age of 16 may not use the sauna.

p. WHO has no liability for loss, damage or injury sustained as a result of breach of the above conditions.

11. CAR PARKING AND ACCESS

a. WHO’s car park may only be used by named guests staying at WHO.

b. Use of the car park is at guests’ own risk and WHO and its representatives and helpers can bear no liability for injury to persons or loss and damage to vehicles and property in the car park.

c. Parents should ensure that children under the age of 16 are accompanied and supervised at all times whilst in the car park.

d. Guests should take extreme care in using the car park, always bearing in mind that children are about.

e. Valuables should not be left in vehicles and WHO can bear no liability for loss or damage to property left with vehicles.

f. Special care should be taken whilst entering an leaving the cark park as the adjoining highway carries fast-moving traffic.

g. WHO has no liability for loss, damage or injury sustained as a result of breach of the above conditions.

12. FORCE MAJEURE

a. Except where otherwise expressly stated in these terms and conditions, WHO regrets that it cannot accept liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by or you otherwise suffer any damage or loss as a result of “force majeure”. In these terms and conditions, “force majeure” means any event which we or the supplier of the service(s) in question could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, terrorist activity (actual or threatened), industrial dispute, natural or nuclear disaster, adverse weather conditions, fire and all similar events outside our control.

13. OUR LIABILITY TO YOU

a. WHO do not accept liability for any loss or damage however caused. However, our maximum liability to you if we are found to be at fault in relation to any service we provide is the price paid for your stay.

b. If guests have any complaints regarding any services WHO provides they must inform WHO immediately. WHO regrets that it cannot accept any liability if we are not so notified. It is a condition of the payment of any compensation that guests notify WHO within this timescale.

c. Please note that we will not be liable for any injury, illness, or death or consequent losses suffered by any guest or any member of their party, unless they are able to prove that such injury or illness was caused by lack of reasonable care and skill on the part of ourselves in the performance of our obligations under our contract with you.

d. In all claims of whatever nature we will not be liable where the alleged loss or damage results from any of the following:

i. the fault of the person affected or any members of their party or

ii. the fault of a third party not connected with the provision of your stay which we could not have predicted or avoided or

iii. the fault of anyone who was not carrying out work for us (generally or in particular) at the time.

14. IF YOU HAVE A COMPLAINT

a. Every effort has been made to ensure that you have an enjoyable and memorable stay at WHO. If, however, you have any cause for complaint then WHO is anxious that remedial action is taken as soon as possible. It is essential that you contact WHO immediately if any problem arises so that it can be speedily resolved. It is often extremely difficult (and sometimes impossible) to resolve difficulties properly unless we are promptly notified. Discussion of any criticisms with WHO whilst you are on site will usually enable shortcomings to be rectified straightaway. Our aim is for you to have an enjoyable and trouble free trip. We are unable to accept responsibility for any complaint which can be rectified on site if it is not reported as soon as it arises.

15. SERVICES, FACILITIES AND BROCHURE/WEBSITE INFORMATION

a. The information contained in WHO’s brochures and on our website is correct to the best of our knowledge. However, whilst we do our best to ensure that facilities are as stated, we cannot guarantee this and will not accept bookings which are conditional on this. Facilities may be withdrawn at any time for reasons such as maintenance, bad weather or lack of demand from guests. As camping is an outdoor pursuit, we cannot accept responsibility for any damage or loss which results from weather conditions or wildlife. Occasionally the design and specification of accommodation or equipment may vary from that specified in the brochure/on the website. We cannot accept responsibility for any inaccurate, incomplete or misleading information about any property or its facilities and services, except where any such information has arisen out of our negligence.

16. PRIVACY STATEMENT

a. For the purposes of the Data Protection Act 1998, WHO are a data controller. In order to process your booking, we need to collect certain personal details from you. These details will include, where applicable, the names and contact details of party members, credit/debit card or other payment details and special requirements such as those relating to any disability or medical condition which may affect the chosen arrangements. If we need any other personal details, we will tell you before we obtain them from you. We need to pass on your personal details to the companies and organisations who need to know them so that your stay can be facilitated (for example your credit/ debit card company or bank). We would also like to store and use your personal details for future marketing purposes (for example, sending you a brochure or details of a promotion). All details you give us in connection with your booking (including those relating to any disability or medical condition or your religious beliefs) will be kept but we will obviously only use names, contact details and booking preferences for marketing.  Except where expressly permitted by the Data Protection Act, we will only deal with the personal details you give us as set out above unless you agree otherwise. We have appropriate security measures in place to protect this information. You are generally entitled to ask us (by letter) what details of yours are being held or processed, for what purpose and to whom they may be or have been disclosed. We will charge a fee to respond to such a request. We promise to respond to your request within 40 days of receiving your written request and fee. In certain limited circumstances we are entitled to refuse your request.

17. MISCELLANEOUS

a. WHO management reserve the right to request any guest to leave the site immediately.

b. WHO reserves the right to use any individual or group photographs or movie shots of you for press or promotional purposes.  CCTV is in operation at all times in and around the complex for guests’ safety and security.

c. Our failure to enforce any of our rights at any time, for any period and for whatever reason will not be construed as a waiver of such rights, neither will any failure to identify or act upon your breach of the terms of this contract be deemed to be an affirmation by us that your behaviour is acceptable.

d. Where a provision of these terms and conditions is deemed to be invalid or unenforceable by any UK Court, the provision will be deleted but such deletion will not affect the validity and enforceability of the remaining provisions.

e. We may assign or transfer the benefit of this contract or sub-contract our obligations under it, to any other legal entity at any time without notice to you.

18. GOVERNING LAW

It is agreed that any dispute, claim or other matter which may arise in relation to your booking and stay at WHO will be governed by English Law and the parties agree to submit to the exclusive jurisdiction of the Courts of England and Wales.

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