General Terms & Conditions
1.1 Gresham Hall Estate is a trading name of East Beckham Produce Partnership (EBP) whose registered office is at Manor Farmhouse, East Beckham, Norwich, NR11 8RP.
1.2 Customers renting a property through EBP are referred to as “you” or “the Guest”.
1.3 The rental arrangements are between EBP (referred to as “we” or “us”) as the Owners of the property, and the Guest.
2.1 As long as the property is available and we have received all the relevant payments from you, we will give you written confirmation as soon as reasonably possible (the “Booking Confirmation”). This confirmation will show your booking details, the amount you have paid and the amount you still owe for the booking. Subject to clause 2.2, your binding contract with us will begin when we issue you with the Booking Confirmation.
2.2 For bookings made within 14 days of the departure date, you will have a binding contract with us when we have sent you the Booking Confirmation and you have made the appropriate payments to us.
2.3 If you pay the deposit into our bank account, it will not mean we have accepted a booking unless we have issued you with a Booking Confirmation. Please do not make any other travel arrangements (such as flights) until we have issued you with a written confirmation.
2.4 We will give you your Booking Confirmation either by post or by email. If you book with us online, we will acknowledge that we have received your booking and then send you the Booking Confirmation by email. If you book by post or phone, we will send your Booking Confirmation to you by email unless you tell us at the time of booking that you would prefer it to be provided by other means. It is your responsibility to check your emails regularly and to let us know about any change to your email address. There will be an admin fee for any posting required.
2.5 We have the right to refuse any booking before we send you your Booking Confirmation. If we do this, we will tell you in writing and promptly refund any money you have paid to us. In this case, we will have no legal responsibility to you, other than to refund you the money we owe you.
2.6 As soon as you receive your Booking Confirmation, you must check the details carefully. If anything is not correct, you should tell us immediately. Please ensure that names are exactly as stated in the relevant passport. We have no responsibility for any errors in any documentation except where an error is made by us. If you book through a travel agent, we will send your confirmation and all other documents to your travel agent.
2.7 Where we offer the option of a provisional telephone booking, the property will be released for general sale after the agreed time period unless you fully confirm the booking.
2.8 Even if we have sent a Booking Confirmation, we have the right to cancel a booking where there are reasonable grounds to believe that (i) it is not legitimate (ii) you are likely to breach any of our booking conditions (iii) information supplied by you in relation to your booking is incorrect (iv) you have behaved in a vexatious, abusive or unlawful manner to us. If we cancel your booking, we will tell you in writing and we will not have any legal responsibility to you.
- Duration and Times of Rental
3.1 The period booked will be stated on the Booking Confirmation sent by email to the Guest when they book. The period can be extended by written approval. The Guest will be liable for any cost, of whatever nature, incurred because of an unauthorised extension.
3.2 Rentals are for a maximum of 4 weeks and commence at 5pm on the first day of the rental and end at 10am on the day of departure unless otherwise agreed. This period hereafter is referred to as “the Holiday”.
3.3 Access will be provided using a key safe and the code will be provided by email in advance. If the code has not been received ahead of the check in time you must contact the person whose details are given in the Booking Confirmation. If you fail to do so, you may not be able to get into the property. We reserve the right to charge for attended check ins or check outs.
3.4 If your arrival will be delayed beyond 8pm on the start date of your rental period, you must contact the person whose details are given in the Booking Confirmation. If you fail to do so, you may not be able to get into the property. If you fail to arrive by 12 noon on the day after the start date of your rental period and you do not let the person whose details are given in the Booking Confirmation know you are arriving late, we may treat your booking as having been cancelled by you. In this situation, we will not refund any money you have paid.
4.1 If a booking is made eight weeks or more before the Holiday is due to start, a deposit of 25% of the rent is payable at the time of booking.
4.2 If a booking is made less than eight weeks before the Holiday is due to start, the full rent, plus any additional charges, including a non-refundable Security Deposit, must be paid at the time of booking.
4.3 If we reject, or not accept a booking request, all sums of money paid by the Guest in relation to the Holiday will be refunded immediately, except if:
- this is caused by an event beyond our control, (see clause 23); or
- a booking is cancelled for non-payment in accordance with clause 5.4 or 12.5,
4.4 All bookings are subject to a £20.00 booking fee unless otherwise agreed.
4.5 For properties that are subject to the Damage Waiver Policy, there will be a non-refundable damage waiver fee charged at a set amount (defined per property).
- Final Payment
5.1 Unless otherwise agreed by us in writing the price for the Holiday shall be the rent for the property as set out on Gresham Hall Estate website at the time of booking.
5.2 Subject to the Cancellation provision in Clause 6 below, as soon as the booking is received and accepted by us and the Guests are in receipt of the Booking Confirmation, the Guest is liable for payment of the balance of the rent, along with any additional charges that may be due in relation to the holiday.
5.3 Payment of the rent and additional charges are payable to us eight weeks before the start of the Holiday (“the Due Date”) and non-payment by the Due Date may, at our sole discretion, be treated as notice of cancellation.
5.4 If payment is not received by the Due Date and, in accordance with clause 5.3 above, we treat the non-payment as a cancellation of the Holiday, the Guest will lose their booking and the deposit shall be non-refundable.
5.5 We shall not be responsible for sending reminders of the Due Date.
5.6 The dates of the Holiday may be changed providing the property is available for the new dates and we accept the change. In this case, a £30 rebooking fee is payable to us, plus any increase in cost if the price of the new date is higher than the price of the date previously booked.
6.1 Once a booking has been confirmed by us with a Booking Confirmation, the booking can only be changed or cancelled with our written agreement.
6.2 If as a Guest you wish to cancel the booking, you as the Guest must notify us in writing (the “Cancellation Notice”).
6.3 A booking can only be cancelled prior to the start of a letting.
6.4 In the event that a cancellation is made then a cancellation charge is payable depending on the number of days before the Holiday start date that we have received the Cancellation Notice. The Cancellation Charge (as a percentage of the rental cost of the holiday) is set out below:
0 to 56 days – Guests must pay us in full.
57 days or more – We will retain the deposit.
6.5 In the event of us receiving a Cancellation Notice, we will re-market the property for the cancelled holiday’s date. In the event of the property reselling for the full price, we will return the deposit or full balance minus a £20 cancellation administration fee. If the property resells for a lesser price, the Guest will be refunded the lesser price minus the £20 administration fee.
6.6 Guests are required to take out their own cancellation and holiday or wedding insurance as applicable.
- Damage Waiver / Cautionary Good Housekeeping Deposit
7.1 For nearly every property, you will be required to pay a non-refundable Damage Waiver Fee, which is property-specific and will be advised to you at the time of booking, as a Waiver to cover accidental damage, loss or loss of rental as a result of the conduct of the guest or members of the Guest’s party, dog or any other person authorised to enter the property at the Guest’s invitation or authority. Guests are liable for loss and damage caused to the property and contents to the full value of our loss, even if the value of the loss exceeds the damage deposit.
7.2 If the selected property is not covered by a Damage Waiver Fee, you will be required at the time of making your final payment to provide us with a Cautionary Good Housekeeping Deposit of cleared funds, which is property-specific and will be advised to you at the time of booking, as a deposit to cover accidental damage, loss or loss of rental as a result of the conduct of the Guest or members of the Guest’s party, dog or any other person authorised to enter the property at the Guest’s invitation or authority. Provided that Guest has caused no damage or loss, this payment will be returned within 5 working days of your departure. Guests are liable for loss and damage caused to the our property and contents to the full value of our loss, even if the value of the loss exceeds the damage deposit.
7.3 We do our utmost to acknowledge all damage to our properties, however, please be aware that any damage found on your arrival must be reported to us at your earliest convenience. If damage is present after your departure that has not been reported, you will be liable for this. We completely appreciate that accidents can happen, however we would be grateful if we are always made aware.
You and all members of your party agree: –
- to keep the property clean and tidy;
- to leave the property in a similar condition as you found it when you arrived;
- to behave in a way at all times while at the property which does not break any law;
- not to use the property for any illegal or commercial purpose;
- not to sublet the property or any part thereof or otherwise allow anyone to stay in it who we have not previously accepted by us as a member of your party;
- not to behave in an antisocial manner, breach the peace or otherwise act in a way which may disrupt or affect the enjoyment of others.
- to adhere to a 10.30pm noise curfew when using hot tubs, BBQ’s and other outdoor facilities.
- Price Changes
9.1 We reserve the right to amend prices on the website due to errors or omissions, but such charges shall be notified to the Guest as soon as possible and the Guest shall be able to cancel the booking if the amended price is significantly higher than the original price quoted.
- Method of Payment
10.1 Payments may be made in pounds sterling only, by electronic bank transfer or cheque. On rare occasions we may agree to accept a debit card or credit card, for an additional fee, where charged by the payment processor.
10.2 Cheques should be made payable to East Beckham Produce. Post-dated cheques are not acceptable.
10.3 Any charges raised against us by our bank for handling dishonoured cheques, bank transfers or any other payments, will be passed onto the Guest who is liable to reimburse us.
- The Guests’ Obligations
11.1 To pay for any loss or damage to the property and contents caused by the Guest or a member of their party (reasonable wear and tear excluded) and inform us immediately so items can be replaced or repaired prior to the arrival of future Guests.
11.2 To take good care of the property and leave it in a clean and tidy condition at the end of the Holiday, with the exception of linen to be laundered. A cleaning service is not provided during the holiday unless otherwise specified. Should we be dissatisfied with the condition of the property upon the Guests’ departure, additional cleaning will be charged at £20 per hour and will be claimed from the Damage Waiver or taken from the Cautionary Good Housekeeping Deposit.
11.3 On departure all windows and doors must be checked and securely locked if applicable. Keys must be returned to the key safe and the key safe locked properly. In the event that keys are not returned, then a charge will be incurred by you, the Guest, to cover locksmith costs to change locks and replace keys. We ask that kitchen bins are emptied and heating turned down to 16 degrees Celsius, for the comfort of the next guests.
11.4 To permit us reasonable access to the property.
11.5 Not to part with possession of the property, or share it, except with members of the party shown on the Booking Confirmation. All Guests at the property must be notified to us at the time of booking.
11.6 Not to sell or transfer the booking to another party without our agreement.
11.8 Not to cause an annoyance or become a nuisance to occupants of adjoining premises.
11.9 Not to smoke, (including E-cigarettes), at any of our properties. Smoking is permitted outside the property, except in the hot tubs, on condition that all cigarette butts and ash are cleared and disposed of, by you, the Guest, before departure. Failure to do so will result in an additional cleaning charge of £20 per hour.
- Maximum Occupancy
12.1 You must not allow more people than the brochure or website states, to stay overnight in the property. A cot may only be occupied by a child aged 24 months or less.
12.2 You must not arrange for visitors to the property without our prior consent.
12.3 You must not change the number of adults or children during your stay without our prior agreement. (For example, if you book for two adults and two children, you cannot arrive with four adults and no children.)
12.4 You must not hold events (such as parties, celebrations or meetings) at the property without our prior agreement.
12.5 If you do any of these things, we can refuse to hand over the property to you, or can repossess it. We will treat this as you cancelling the booking. In these situations you will not receive a refund of any money you have paid for your booking. We will not be legally responsible to you as a result of this situation. This will include, for example, any costs or expenses you have to pay due to not being able to stay in the property, such as the cost of finding other accommodation. We will not be under any obligation to find any alternative accommodation for you.
13.1 We will not be liable for:
- any act, neglect or default on the part of any person not within our employ or otherwise under our control;
- any accident, damage, loss, injury, expense or inconvenience, whether to person or property, which the Guest or any other person may suffer or incur arising out of, or in any way connected with, the rental; or
- loss of, or damage to the Guest’s possessions whilst at our property or on our land, unless we are directly responsible.
13.2 Nothing in these clauses excludes or limits our liability for death or personal injury caused by our negligence, or for any matter which it would be illegal for us to exclude or attempt to exclude our liability.
- Personal Belongings
14.1 If the Guest, or any members of your party leave any personal belongings behind at the property after departure, the Guest will be charged the cost of postage and packaging and an admin fee to have them returned. Failure to respond to communications about any remaining personal belongings within 2 weeks and these will be donated to a local charity shop.
14.2 Any items found by the servicing company responsible for the property will be disposed of within 30 days if not claimed. All perishable foods will automatically be disposed of at the time of the changeover.
15.1 Pets are only permitted with our prior written consent and, where pets are permitted at certain properties, they are to be kept under control and exercised on the premises.
15.2 Pets are not permitted in the bedrooms or any carpeted area, or on the furniture, or in any shared facilities, such as hot tubs. We cannot accept responsibility for any pet’s safety. Pets must not be left in the property unsupervised as this can result in considerable damage to the property and distress to the pet. An additional housekeeping charge of £25 or £50 (dependent upon the property) per week or short break may be made for each pet, and any excessive cleaning will be charged at £20 per hour.
15.3 Where a property does not accept pets, we cannot guarantee that there have been no pets previously kept at the property.
15.4 Any fouling of lawns, paths or outside surfaces shall be cleared up without delay, by the Guest. Failure to do this will result in additional charges being made which will be recovered from the Damage Deposit (property dependent).
15.5 Please do not take pets to properties where we have stated that pets are not permitted.
- Non-availability of Property
16.1 If for any reason, except events beyond our control, (see clause 23), the property is not available on the date booked, all rent and charges paid in advance by the Guest will be refunded.
- Brochure and Website
17.1 We aim to make sure that the information we provide is presented accurately on our website, in brochures and other promotional literature or material we produce and provide. It is intended to present a general idea of the arrangements. Not all details of the relevant facilities can be included on our website. Furthermore, there may be small differences between the actual property/arrangements and its description. This is usually because we are continually aiming to improve services and facilities.
17.2 Occasionally problems mean that some facilities or services are not available or may be restricted. If this happens, we will tell you as soon as reasonably practical after we become aware of the situation.
17.3 We cannot accept responsibility for any changes or closures to local services or attractions mentioned in the brochure or on our website, by our advisers or advertised elsewhere.
17.4 We make reasonable efforts to make sure that information we give you about your property and its facilities or services, as well as advertised travel and other services, is accurate and complete on the date given. We cannot accept responsibility for any inaccurate, incomplete or misleading information about any property/arrangements or its facilities and services, unless this was caused by our negligence.
17.5 Where Wi-Fi is an advertised facility, please note that its provision is subject to availability and network conditions. It may not be available 24 hours a day and is provided for pleasure not for business purposes. Bookings are not accepted if they are wholly reliant on the uninterrupted, unlimited provision of Wi-Fi. We operate a power fail backup system designed to provide several hours of operation of the Wi-Fi during a power outage to keep Guests’ mobile devices and battery powered internet enabled devices connected. The length of time this will last depends on the load during the power outage.
- Group Bookings
18.1 We reserve the right to refuse a booking from a) all male or all female parties of more than four people or b) groups of four or more single people under the age of 18, especially during Hunstanton Tennis Week which takes place in August of each year.
- The Holiday
19.1 The Guest has the right to occupy the property for a holiday only (within the meaning of schedule 1, paragraph 9 of the Housing Act 1988). The letting does not confer a short hold tenancy or give rise to a relationship of Landlord and Tenant.
- Disabilities and Medical Problems
20.1 If you or any member of your party has any medical problem or disability that may affect your booking, please tell us before you confirm your booking and give us full details in writing as early as possible before you travel. If we reasonably feel unable to properly meet that person’s particular needs, we can refuse or cancel the reservation.
21.1 All complaints must be notified to us as soon as reasonably practicable. We may wish to carry out an on-the-spot investigation. Guests have a legal obligation to mitigate their loss.
20.2 If we are denied the opportunity of investigating the complaint within a reasonable time or denied the opportunity to put matters right during the Holiday, then the Guest waives all rights relating to the complaint. All complaints relating to the cleanliness of the property should be reported within two hours of entry to the property.
- Breach of Contract
22.1 If there is a breach of any of these clauses by the Guest or any of their party, we reserve the right to re-enter the property and end the Holiday immediately and ask the Guest and their party to leave.
22.2 If there is a breach of any of these conditions by us, then the Guests have the right to end the Holiday and leave.
22.3 Ending the Holiday by us or the Guest does not affect that party’s other rights and remedies.
- Events beyond our control
23.1 Unless we say otherwise in the booking confirmation, we will not be legally responsible or have any liability to you either jointly or individually if we are prevented or delayed from carrying out our responsibilities under this contract as a result of events beyond our control, and the inability or delay in carrying out such responsibilities will not be treated as a breach of these booking conditions.
This means an event that could not, even with all reasonable care, be avoided, including but not limited to:-
- strike, lock-out or labour dispute;
- natural disaster;
- acts of terrorism, war, riot or civil commotion;
- malicious damage;
- keeping to any law or governmental order, rule, regulation or direction, including, for example, advice from the foreign office or other health or governmental or local authority to avoid or leave a country or a regional area within a country;
- significant risk to human health such as the outbreak of a serious disease at the travel destination;
- breakdown of equipment or machinery;
- insolvency or bankruptcy of the owner or service provider;
- fire, flood, snow or storm;
- red weather warning
- global pandemic
- difficulty or increased cost in getting workers, goods or transport; and other circumstances affecting the supply of goods or services.
- Data and Privacy
24.1 In making a booking we will ask for personal information such as your name, postal address, email address, telephone number and payment details. We may use the data to inform you about news and information we think may be of interest to you but you may opt out of these communications at any time. We will only use your information and pass it onto any third parties as necessary for the purposes of administering the Holiday. By booking with us you are deemed to have consented to the use of personal information for this purpose.
24.2 We are committed to protecting your privacy. We will only use the information that we collect about you lawfully, in accordance with the Data Protection Act 1998.
- Governing Law
25.1 We and the Guest, agree that the law applying to this Contract will be English law and that we agree that the jurisdiction of the English Courts shall apply in any dispute or claim arising out of this agreement.