Terms & Conditions

These terms and conditions apply to our holiday cottages,  from 30 May 2024.

1.1. These terms and conditions apply to bookings made for our holiday cottages, from 30 May 2024. 

1.2. Please read these terms carefully. These terms tell you who we are, how we provide the accommodation to you, practical information regarding your booking, how we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us to discuss. 

1.3. Please be aware that there are certain circumstances where your booking may be cancelled or your right to use the accommodation and/or site may be forfeited. We will not be held liable for any losses that you may suffer as a result. Please familiarise yourself with Section 5 (“Paying for your Accommodation”) and Section 17 (“Our right to evict”) of these terms and conditions which explains our rights in more detail. If you have any questions, please contact us to discuss. 

2.1. Who we are. We are Harris Investments Group Ltd. Our company registration number is 13537548 and our registered address is Hendersons, Sterling House, Brunswick Industrial Estate, Wideopen, Newcastle upon Tyne, NE13 7BA. 

2.2. How to contact us. You can contact us by telephoning 07795438717 or by email at [email protected]. 

2.3. How we may contact you. If we have to contact you we will do so at the email address or telephone number you provided at the time of booking. It is best if we have a mobile number in case we have to contact you enroute to or whilst you are at the accommodation. 

“Accommodation” means a holiday cottage, bunk house, bothy or tree house. 

“We” or “us” means the Harris Investments Group Ltd of Hendersons, Sterling House, Brunswick Industrial Estate, Wideopen, Newcastle upon Tyne, NE13 7BA. 

“Writing” includes e-mails. When we use the words “writing” or “written” in these terms, this includes emails. 

“You” or “your” means the person named in the booking confirmation and who is the person responsible for the booking.  

4.1. We reserve the right to accept or decline bookings entirely at our discretion. 

4.2. Your contract with us will begin when we issue you with your booking confirmation and will be based on the terms and conditions set out in this document. 

4.3. We may offer you the option of provisionally holding a booking if you contact us by telephone or email. We’ll let you know how long we can provisionally hold your booking for when you contact us. If you don’t confirm your booking by that time, the Accommodation will be released for general sale. 

4.4. All bookings are confirmed when we issue you with your booking confirmation. Your booking confirmation will detail the Accommodation you have booked, the dates of your booking, the number of guests and dogs allowed in the Accommodation, the total amount payable for your booking and the dates on which payments are due. We’ll issue you with your booking confirmation by email or, if requested, by post. 

4.5. You, as the person making the booking, will be responsible for all members of your party. To make a booking you must be at least 18 years old at the time of booking. 

4.6. Children under the age of 18 must be accompanied by an adult. 

4.7. We can only discuss your bookings (including any changes) with you – we can’t discuss your booking with another member of your party, unless you give express consent in writing for us to do so. 

5.1. For bookings (i) made 8 weeks or more in advance or (ii) of over £100, you must pay us 30% of the total amount payable for your booking at the time of booking. We must then receive the balance by the date set out in your booking confirmation (which will generally be 8 weeks before the start of your stay). You can pay in instalments between payment of deposit and the time the final balance is due. 

5.2. For bookings (i) made less than 8 weeks in advance or (ii) of £100 or less, you must pay us the total amount payable for your booking at the time of booking.  

5.3. If you don’t make any payment by the date it is due, we’ll remind you by post, email or telephone. If you fail to make the relevant payment within 10 days of the due date, we’ll assume you want to cancel your booking. If this happens, your booking will immediately be cancelled, and the cancellation charges set out in Section 7.4 (“If you want to cancel your booking”) will apply. 

5.4. Payment may be made by credit/debit card or BACS transfer.

5.5. Promotional offers will only be applied if they are valid and quoted at the time of the original booking. Promotional offers can’t be combined or used retrospectively to apply to existing bookings. In addition, we reserve the right to change or withdraw a promotional offer at any time by amending or removing details of these offers from the relevant sections of our website and or social media. 

5.6. Where we are unable to provide you with a discount or offer on your booking due to this offer having been withdrawn or amended prior to your booking being confirmed, we will email you to notify you the offer is no longer available and provide you with the option to cancel your booking. 

6.1. We regularly review and amend the prices we charge for our Accommodation. Any pricing information shown in our brochures or leaflets is indicative only and not binding.  For the most up to date and valid pricing information please check our website or call us on 07795438717. We will confirm the price of your Accommodation at the time you make your booking and in your booking confirmation. 

6.2. All prices given by telephone, on our website or in any leaflets exclude VAT which is not payable as we are not VAT registered. If VAT is to be charged it will be included at the time of booking with the applicable rate being that at the time of your booking.   

6.3. We reserve the right to charge for EV charging point at the Accommodation as well as any visitor levies imposed by local or devolved authorities. We ask in lue of payment for EV usage for a donation to Seahouses Busy Bee nursery. We periodically review payments to them and if a payment has not been made we reserve the right to charge you a flat fee of £50 per usage. Where such visitor levies are not included, save in respect of EV charging points usage of which will be charged in accordance with Section 12.9, charges will be charged to you at cost after your booking has ended. 

7.1. Your contract with us is a contract for the provision of leisure Accommodation on a specific date or dates and this means that you do not have a legal right to change your mind and cancel the contract. We do, however, offer you the right to cancel your contract subject to the provisions of this Section 7. 

7.2. If you wish to cancel a confirmed booking you must let us know by telephone (07795438717) or email ([email protected]) as soon as possible quoting your booking reference and, in any event, prior to the first day of your booking. Your booking will be cancelled with effect from the day we receive your telephone call or email notification and will be subject to the cancellation charges set out in Section 7.3 below. 

7.3. Our cancellation charges are calculated according to the time between when we receive notification from you that you wish to cancel your booking and the start of your booking. If we move your booking to new dates or alternative accommodation, the cancellation charges will be a minimum of what was due at the time of the move. Our cancellation charges are set out below: 

7.4. If, after cancellation, we obtain a replacement booking, we will refund the resold nights less the difference in price if applicable and an administration fee of £25 and retain the applicable cancellation fee on any unsold nights. Please contact us after the date of your original stay to check if the nights were resold.

7.5. If you cancel your booking after the booking start date, we will not issue you any refund for any remaining nights of your booking. To clarify, this includes when you cancel your booking for any reason outside of your reasonable control, including without limitation, inclement weather and illness. We strongly recommend you take out comprehensive holiday insurance to compensate you in these circumstances.

8.1. If you want to change any detail of your confirmed booking you must let us know by telephone or by email as soon as possible, quoting your booking reference.

8.2. Whilst we’ll do our best to accommodate you, we can’t guarantee that we’ll be able to meet any request for changes. Please note that it’s not possible for us to change bookings less than 30 days prior to the start of your holiday. Any reduction in the number of nights after such point will be treated as a partial cancellation and cancellation charges calculated in accordance with clause 7.3 may apply.

8.3. If we do change your booking, you must pay us an administration fee of £25 to cover the costs we incur in making the change to your booking. You must also pay us any additional Accommodation costs due as a result of the change – we’ll confirm the amount of any additional Accommodation costs due at the time we change your booking. If your Accommodation costs are lower as a result of the change, we’ll refund you the difference at the time we change your booking, after deducting the administration fee referred to above and, if applicable, any cancellation charges.

8.4. Please note that where we make a change to your booking, any cancellation charges that would have been payable but for the change to your booking may be charged and shall be calculated from the start of your original booking date rather than the date of your revised booking.

9.1. We don’t expect to have to make changes to your booking, however sometimes problems happen and bookings have to be changed or cancelled. We will only change or cancel your booking:

9.1.1. if necessary to perform or complete essential remedial or refurbishment works; or

9.1.2. for other reasons unforeseen at the time you made your booking which are beyond our reasonable control as further described in Section 19.2. This may include occasions where the Accommodation becomes inaccessible due to a Meteorological Office Severe Weather Warning or other severe weather event.

9.2. If we do need to change or cancel your booking for the reason set out in Section 9.1.1 we will do our best to offer you a suitable alternative booking. If we’re not able to offer you a suitable alternative, or if you don’t accept the alternative we offer, the booking will be deemed cancelled and we will refund you the total amount you have paid us for the booking.

9.3. f we do need to change or cancel your booking for the reasons set out in Section 9.1.1, we’ll only be responsible for foreseeable losses that you suffer as a result of that change or cancellation, and we will not be responsible for any unforeseeable losses you suffer as a result of that change or cancellation.  A loss is foreseeable if it is an obvious consequence of our change or cancellation of your booking or if it was contemplated by you and us at the time we entered into this contract.

9.4. We strongly recommend that you obtain appropriate and comprehensive travel insurance for all members of your group. This should ideally cover illness, cancellation and injuries during your stay.

10.1. Special requests must be requested at the time of booking and no later than fourteen days prior to travel. Whilst we’ll do our best to accommodate you, we can’t guarantee that we’ll be able to meet any request.

10.2. Assistance dogs are welcome at all our house. Dogs in general are very welcome (up to 4 per booking) but must not be left alone in the property at any time. They are not allowed on any of the soft furnishings and we reserve the right to charge an additional cleaning fee to cover the cost of any soft furnishings damaged during your stay.

10.3. In the event of a fire, it is the responsibility of the guests to evacuate themselves. 

10.4. If you require the WiFi to be turned off due to a disability, please advise us at least seven days before arriving at the Accommodation.

10.5. If you have any allergies, please contact [email protected] at least seven days before arriving at the Accommodation. We require this information as we offer a welcome pack which may contain allergens. 

11.1. Commercial groups selling on spaces within the Accommodation are not allowed. We welcome multi-generational and large family gatherings. We also allow respectful large friend groups. We do not allow loud music at the property out of respect for our neighbours nor do we allow more than the stated maximum number of guests on the property (10).

11.3. Please note that if you fail to comply with our rules on group bookings as set out in this Section 11 we may need to exercise our rights under Section 17 (“Our right to evict”).

11.4. We may, from time to time, introduce you to or provide information about third party services as part of, or in addition to your stay with us e.g. travel providers, equipment suppliers or activities and experiences in the area you are staying in our guest guide.You will be subject to the relevant third party provider’s terms and conditions where you purchase such third party services.

We are not responsible for the provision, fulfilment or performance of such third party services and will therefore not be liable to you for any failures by the third party provider in this regard.

12.1. You’ll be provided with a Guest Guide digitally in advance of your stay that contains important information about your stay with us. Please ensure that you and your party read these on or before arrival. You must also ensure that you and your party familiarise yourselves with the layout of the Accommodation and the location of the fire exits as detailed in the guide.

12.2. You must only use the Accommodation for the purposes of your holiday. You must not use the Accommodation for any other purpose, including for any business purposes, without our prior written consent, in line with Section 11.

12.3. You must keep the Accommodation and its contents clean and tidy and leave them in the same condition as when you arrived. You must not move any furniture.

12.4. You mustn’t use the Accommodation, or allow it to be used, for any dangerous, offensive, noisy, illegal or immoral activities. You must not cause any nuisance or annoyance to any neighbours or anyone else during your stay.

12.5. Smoking is not permitted in any part of your Accommodation. Please note smoking includes use of vapours and/or e-cigarettes. You and your party must not use candles, tea-lights, fireworks or Chinese lanterns at your Accommodation. You and your party must not use a barbecue, fire pit or external ovens at your Accommodation unless we have provided one.

12.6. Dogs are permitted at Art House, on the following terms and up to a maximum of four. You must tell us at the time of booking if you wish to bring a dog. We ask that you do not leave dogs unattended, do not allow them upstairs or on the furniture, do not wash them in any baths, showers or sinks and do not toilet the dogs on the property. We also ask that dogs are up to date with all necessary treatments and vaccinations when visiting our dog-friendly property for health and safety purposes. Please note, we reserve the right to request documentation evidencing that your dog(s) have received all necessary treatments and vaccinations. Unfortunately, no other domestic pets are permitted at our properties. Assistance dogs are permitted at all our Accommodation; but you must tell us at the time of booking if you wish to bring an assistance dog with you and comply with the above rules.

12.7. The use and storage of firearms or weapons is not permitted in any part of the Accommodation or in cars parked at the Accommodation.

12.8. Please note that if you do not comply with the standards and behaviours set out in this Section 12 we may need to exercise our rights under Section 17 (“Our right to evict”).

13.1. You must ensure that the maximum number of persons occupying the Accommodation does not exceed the maximum occupancy limits set out on our website (10) and in your booking confirmation. You must not bring additional camp beds or mattresses to the Accommodation or allow tents, caravans or campervans at the Accommodation.  Guests must not sleep in any room which is not a designated bedroom. For the purposes of occupancy limits a child aged two or over is considered an occupant. 

13.2.  We set maximum occupancy limits in line with the facilities, space and equipment available at the relevant Accommodation and in order to comply with applicable health and safety, insurance and regulatory requirements. As such, we reserve the right to require you to leave the premises (without any compensation or refund) if you exceed the maximum occupancy limits as described in this Section 13. 

14.1. If you discover that anything is missing or damaged on arrival at your Accommodation you must notify us immediately on 0800 023 2175. If you don’t notify us, we’ll assume that you caused the relevant damage or loss. 

14.2. You will be responsible for the cost of any damage to the Accommodation or its contents caused by you or by any member of your party or animal brought with you (whether permitted or not). We may also charge you any costs we incur putting the Accommodation into a clean and safe condition after your stay, including any costs associated with decontaminating the Accommodation of allergens, contagions and/or infestations caused by any animal brought with you (whether permitted or not. We recommend that you have comprehensive insurance in place to cover this. 

15.1. We take care to ensure that our Accommodation is of a high standard. However, if you have any problems with your Accommodation, please contact us immediately and give us the opportunity to resolve it. Please contact us by telephone on 07795438717 or by email at [email protected].  We’ll work with you to ensure that any complaints are investigated and resolved as promptly and efficiently as possible. 

15.2. If you have a complaint, or your problem hasn’t been resolved to your satisfaction please email your complaint FAO Fiona Harris to [email protected].

15.3. In considering any complaint we will take into account whether we have been given the opportunity to investigate it and put matters right as detailed in section 15.1. 

15.4. Please note that we will not tolerate any written, verbal or physical abuse towards any of our staff or representatives. 

16.1. During your stay our staff or contractors may need to access your Accommodation if there is an unforeseen problem, to investigate an incident you have raised, or to perform certain routine property checks. If this happens, we’ll do our best to let you know in advance of the date and time that we will need access. 

16.2. If we do need to access your Accommodation during your stay for any reason, we’ll always try to access the property at reasonably convenient times (other than in the event of an emergency). 

17.1. We may end our contract with you and ask you to leave your Accommodation immediately (without any compensation being payable) if: 

17.1.1. you or your party have committed a serious breach of these terms and conditions; 

17.1.2. we consider that your or your party’s behaviour endangers the safety of our visitors or staff; 

17.1.3. any complaints are made of anti-social, abusive or unacceptable behaviour against you or your party; 

17.1.4. you or your party cause an unreasonable amount of damage to the property or its contents; or 

17.1.5. you exceed the maximum occupancy limit for your Accommodation. 

18.1. We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is foreseeable as a result of our breach of these terms and conditions or our failure to use reasonable care and skill, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen, for example, if you discussed it with us during the sales or booking process. 

18.2. We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; for breach of the terms implied by Section 10, 11 and 13 of the Consumer Rights Act 2015. 

18.3. Nothing in these terms will affect your legal rights in respect of your booking. For a fuller explanation of your legal rights please visit the Citizens Advice website or call 03454 04 05 06.

19.1. We will not be responsible for any delay or failure to perform our obligations under these terms and conditions that is caused by an event outside our control. 

19.2. An event outside our control means any act or event that is beyond our reasonable control, including, without limitation, severe weather event, drought, fire, explosion, storm, flood, earthquake, subsidence, pandemic, epidemic or other natural disaster, strikes or industrial action by third parties, terrorist attack or threat of terrorist attack, war or threat of war, civil commotion, riot, invasion, or failure of public or private telecommunications networks. 

20.1. Your check-in and departure times will be set out in your booking confirmation. Check-in is available from 4pm on the first day of your stay and departure is required before 10am on the last day of your stay. If you do not leave the Accommodation by the required departure time, we reserve the right to charge you for an additional night.

20.2. If you believe you have left any of your possessions behind at your Accommodation, please contact us as soon as possible. We reserve the right to charge you for any storage and delivery costs that we incur in relation to your lost property. We charge a lost property charge of £10 to cover our administrative costs and standard Royal Mail delivery up to 2kgs in the UK to return your items to you (subject to the terms of this clause 20.2). If a request to return your items deviates from these conditions, then we reserve the right to charge you any additional costs. Where possible, we’ll hold lost property for 28 days after which it’ll be disposed of. Perishables will be disposed of immediately and are therefore unreturnable. In addition, we will only be able to return items permissible by Royal Mail. 

20.3. Our property is located in rural areas and it’s important that you and your party do not interrupt or endanger the livelihood of those working at the property or on the surrounding land.

20.4. Cars parked at the Accommodation are done so at the owner’s risk.

20.5. For more practical information on your stay, please refer to the guest guide.

21.1. We will process your personal data provided as part of this activity in order to communicate with you about your booking and, from time to time, request feedback which will enable us to improve your future experience with us. If required by law or any applicable local authority we may collect personal data relating to each member of your party.

21.2. If you wish to change the way we communicate with you at any time, you can write to the address given on the website; alternatively send an e-mail to [email protected] or telephone 07795438717. 

21.3. In line with Immigration (Hotel Records) Order 1972, we reserve the right to capture details of non UK nationals which can be passed on to the UK Border Agency upon request. It is your responsibility to ensure you and your guests have the relevant travel documents required for the country you are visiting and the duration of your stay.

22.1. These terms and conditions are governed by the law of England and Wales and you can bring legal proceedings against us in the English courts. If you live in Wales you can bring legal proceedings in either the Welsh or the English courts. . If you live in Scotland you can bring legal proceedings in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in either the Northern Irish or the English courts.

23.1. We may transfer our rights and obligations under these terms to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract.

23.2. You may only transfer your rights or your obligations under these terms to another person if we agree to this in writing.

23.3. Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.

23.4. If any court or relevant authority decides that any of these terms are unlawful, the rest will remain in full force and effect.

23.5. Even if we delay in enforcing this contract, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this contract, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date.