Terms & Conditions
Booking Terms & Conditions
1. About these Terms
These Terms & Conditions (“Terms”) apply to bookings for holiday accommodation at Lofftwen.
The accommodation is operated by Lofftwen Ecological Trust, registered charity number 1182173 (“Lofftwen”, “we”, “us” or “our”).
References to “you” or “your” mean the person making the booking and, where appropriate, members of their party. “Accommodation” means the property identified in your booking confirmation.
Please read these Terms carefully before making a booking. By submitting a booking and making any payment required, you agree to be bound by these Terms.
Nothing in these Terms affects your statutory rights as a consumer.
These Terms apply to direct bookings made through our website, by telephone or by email. If you book through a third-party booking platform or agent, additional or different booking, payment and cancellation conditions may apply through that provider.
The Terms that apply to your booking are those in force when your booking is confirmed. Any later changes to these Terms will not retrospectively alter an existing booking unless we agree otherwise with you.
2. Making a Booking
A booking is provisional until it has been confirmed by Lofftwen.
We will normally send a Booking Confirmation by email showing the property, dates, number of guests, price and payments made or due.
A contract between you and Lofftwen comes into existence when we issue the Booking Confirmation.
Please check your Booking Confirmation carefully and tell us as soon as possible if anything is incorrect.
The person making the booking must:
be at least 18 years old;
have authority to make the booking on behalf of everyone in the party;
ensure that all members of the party comply with these Terms; and
provide accurate information when making the booking.
Bookings may not be transferred to another person without our prior written agreement.
Minimum stays may apply and can vary according to the property, dates and season.
Because holiday accommodation is provided for specified dates, bookings do not benefit from the statutory 14-day cancellation or cooling-off period that applies to some online purchases.
3. Prices
The price payable is the price confirmed at the time your booking is made.
Prices may change from time to time, but a subsequent change will not affect a booking that has already been confirmed.
Any applicable VAT is included in the advertised price unless stated otherwise.
Promotions and discounts are subject to any conditions stated when they are offered and may be withdrawn or changed before a booking is made.
Unless expressly stated otherwise, promotions and discounts cannot be combined.
4. Payment
Payment may be made using the payment methods available through our booking system or by another method agreed with us.
If you book more than 10 weeks before your arrival date, a deposit of 25% of the total booking price is payable when the booking is made.
The remaining balance is payable 10 weeks before your arrival date.
If you book 10 weeks or less before your arrival date, the full booking price is payable when the booking is made.
Where you have authorised our booking system to collect the balance automatically from the payment card used for the deposit, we may use that card to collect the balance when it becomes due. Please contact us before the payment date if you need to use a different payment method.
If a payment fails, we will make reasonable efforts to contact you.
If an amount remains unpaid for more than five days after its due date, we may treat the booking as cancelled by you. The cancellation provisions below will then apply.
5. Cancellation by You
If you need to cancel your booking, please email bookings@lofftwen.com as soon as possible.
More than 10 weeks before arrival
If you cancel more than 10 weeks before your arrival date, we will retain the 25% deposit and you will not be required to pay the remaining balance.
If you had already paid more than the deposit amount, we will refund the balance above the deposit.
10 weeks or less before arrival
If you cancel 10 weeks or less before your arrival date, the full booking price will normally be payable.
However, we will make reasonable efforts to re-let the Accommodation.
If we successfully re-let all or part of your cancelled stay, we will refund to you the amount we actually recover from the replacement booking for the cancelled dates, up to the amount you paid us, less:
any difference between your booking price and the price obtained for the replacement booking;
any commission or other direct costs incurred in obtaining the replacement booking; and
any reasonable administration costs arising from the cancellation and re-letting.
We will not be required to refund more than you originally paid.
We strongly recommend that you obtain suitable travel insurance covering cancellation and curtailment.
6. Amendments Requested by You
If you wish to change your dates or other significant details of your booking, please contact us in writing.
We will do our best to accommodate reasonable requests, but changes are subject to availability and cannot be guaranteed.
If a change results in a higher price, you will be required to pay the difference.
If we agree to move your booking to alternative dates, the cancellation conditions applying to the original booking will continue to apply unless we expressly agree otherwise in writing.
Requests made within 10 weeks of arrival may be treated as a cancellation and new booking.
A reasonable administration charge may be applied where a requested amendment causes us additional administrative or third-party costs. We will tell you about any charge before agreeing the amendment.
7. Cancellation or Significant Changes by Lofftwen
We do not expect to cancel bookings, but circumstances may occasionally arise that make the Accommodation unavailable.
If we have to cancel your booking because we cannot provide the Accommodation, we will offer you the choice of:
suitable alternative dates or accommodation, where available; or
a refund of all amounts you have paid to us for the affected booking.
If a significant problem arises during your stay which substantially prevents us from providing the Accommodation as agreed, we will take reasonable steps to resolve it.
Nothing in these Terms limits any statutory rights you may have where accommodation or services are not provided with reasonable care and skill or are materially different from what was agreed.
8. Events Beyond Our Reasonable Control
Events may occur which are outside our reasonable control, including severe weather, flood, fire, wildfire, major utility failure, natural disaster, epidemic or pandemic, restrictions imposed by public authorities, or similar events.
If such an event prevents us from providing the Accommodation, the provisions under Cancellation or Significant Changes by Lofftwen will apply.
If the Accommodation remains available but you are unable or choose not to travel because of circumstances outside our control, this will normally be treated as a cancellation by you and the cancellation provisions above will apply.
This is one reason we strongly recommend appropriate travel insurance.
9. Occupancy and Use of the Accommodation
Only the number of guests stated in the Booking Confirmation may occupy the Accommodation unless we agree otherwise in writing.
The maximum occupancy shown for each property must not be exceeded.
The Accommodation is provided for short-term holiday use only and must not be used as a primary residence.
It must not be used for commercial, business, photographic, filming, event or other non-holiday purposes without our prior written agreement.
You must not sublet, resell or otherwise commercially exploit your booking.
10. Group Bookings, Parties and Events
Lofftwen is intended to provide peaceful holiday accommodation within a working farm and conservation landscape.
We do not accept stag parties, hen parties or other bookings primarily intended for large parties, excessive drinking or disruptive gatherings unless specifically agreed with us before booking.
Weddings, parties, events, commercial gatherings and visits by substantial numbers of people who are not staying at the Accommodation require our prior written permission.
If the nature of a booking has been materially misrepresented to us, we may refuse access or terminate the stay where reasonably necessary to protect the property, farm, livestock, neighbours or other people.
11. Arrival and Departure
Unless we agree otherwise:
check-in is from 4.00pm; and
the Accommodation must be vacated by 10.30am on the day of departure.
Where possible, we may agree to an earlier arrival or later departure, but this cannot be guaranteed.
Information about access and arrival will be provided before your stay.
12. The Farm and Landscape
Lofftwen is a working farm and a large, predominantly natural landscape.
The wider site includes uneven and rugged ground, steep slopes, open water, streams, farm animals, agricultural machinery, electric fencing, barbed wire, historic buildings, woodland and other features associated with a rural farm environment.
Some areas may be muddy, wet, slippery or difficult to access depending on weather and ground conditions.
Please:
wear appropriate footwear and clothing;
supervise children appropriately;
follow signs, gates and instructions;
keep away from areas identified as private, unsafe or closed;
do not interfere with livestock, machinery, fencing or wildlife; and
take particular care around water, steep ground and historic structures.
You remain responsible for taking reasonable care for your own safety and for children and others for whom you are responsible.
Nothing in these Terms excludes or limits our liability where it would be unlawful for us to do so.
13. Livestock, Wildlife and Conservation
Lofftwen is managed both as a working farm and for the restoration and protection of habitats and wildlife.
Animals, wildlife and farming activity can therefore be encountered throughout the site.
Please do not feed livestock or wildlife unless expressly invited to do so.
Gates must be left as you find them unless signage or a member of the Lofftwen team instructs otherwise. Where a gate is marked as needing to remain closed, it must be securely closed after passing through.
Some paths or areas may occasionally need to be temporarily closed or diverted for livestock management, forestry, habitat work, maintenance, weather conditions or safety reasons.
14. Dogs and Other Animals
Dogs are welcome where the description of the Accommodation states that dogs are permitted and subject to any limits or charges shown when booking.
Dogs must be kept under proper control at all times.
Because Lofftwen has livestock and wildlife, dogs must be kept on a lead whenever requested by signage or by a member of the Lofftwen team and whenever livestock are nearby.
Owners are responsible for:
clearing up after their dogs;
preventing damage to the Accommodation, gardens, livestock or wildlife; and
ensuring dogs do not cause unreasonable disturbance.
Dogs must not be left unattended in the Accommodation where doing so may result in damage or distress.
Other domestic animals may only be brought to Lofftwen with our prior written agreement.
Nothing in this section is intended to restrict the rights of people who use assistance dogs.
15. Behaviour and Noise
You are responsible for the behaviour of everyone in your party.
Guests must behave reasonably and with consideration for neighbours, staff, livestock, wildlife and other visitors.
Noise must be kept to a reasonable level at all times and particularly after 10.30pm.
Loud amplified music outdoors is not permitted.
We may require a guest or party to leave the Accommodation where there is serious or persistent:
antisocial or threatening behaviour;
deliberate or reckless damage;
dangerous behaviour;
excessive noise or disturbance; or
refusal to comply with reasonable safety instructions.
Where a stay is terminated because of a serious breach of these Terms by you or a member of your party, you will not normally be entitled to a refund for the unused part of the stay.
16. Damage and Breakages
Please take reasonable care of the Accommodation, its contents and the wider site.
Minor accidental breakages happen and we ask that you tell us about them as soon as possible.
You may be responsible for the reasonable cost of repairing damage or replacing items where loss or damage has been caused deliberately, negligently or recklessly by you, a member of your party or an animal for which you are responsible.
We will not charge you for fair wear and tear.
Where we seek payment for damage, the amount claimed will reflect the reasonable cost of putting the damage right.
17. Fire Safety, Wood Burners and Outdoor Fires
Fire safety is particularly important at Lofftwen because of the surrounding woodland, grassland, heath and other natural habitats.
Wood-burning stoves, firepits, barbecues and other permitted fire facilities must only be used in accordance with the instructions provided.
Outdoor fires may only be lit in facilities specifically provided or approved by us.
We may prohibit or restrict outdoor fires, barbecues or other naked flames at any time because of dry weather, wildfire risk or other safety concerns.
Guests must comply immediately with any fire-safety instructions given by the Lofftwen team.
Candles or other naked flames must not be used inside the Accommodation unless we have specifically provided or approved them.
18. Hot Tubs and Other Facilities
Where a wood-fired hot tub, games room, firepit, barbecue or other facility is provided with the Accommodation, it must be used responsibly and in accordance with any instructions supplied.
Children must be appropriately supervised.
Facilities may occasionally be unavailable because of essential maintenance, safety issues or circumstances outside our reasonable control.
Where a significant advertised facility becomes unavailable, we will consider what remedy is reasonable having regard to the nature of the facility, the duration of the problem and its effect on your stay.
19. Water, Heating and Rural Services
Lofftwen is in a rural location and some properties use private water supplies and other systems associated with countryside accommodation.
Information relevant to the property you have booked will be provided on our website or before arrival.
Temporary interruptions to water, electricity, internet, heating or other services can occasionally occur.
If a problem arises, please contact us promptly so that we have an opportunity to investigate and resolve it.
We will take reasonable steps to restore any service for which we are responsible as quickly as practicable.
20. Third-Party Activities and Services
We may provide information or recommendations about local businesses, attractions, activities or services.
Unless we expressly tell you otherwise, those businesses operate independently of Lofftwen and any contract you enter into with them is between you and the relevant provider.
We are not responsible for the acts or omissions of independent third-party providers.
21. Accuracy of Information
We make reasonable efforts to ensure that descriptions, photographs and other information about the Accommodation are accurate.
Historic buildings and natural landscapes inevitably change over time, and minor differences from photographs or descriptions will not necessarily amount to a breach of contract.
Wildlife, vegetation, water levels, weather, views and other aspects of the natural environment cannot be guaranteed.
Where any particular feature or facility is essential to your stay, please contact us before booking.
22. Complaints and Problems During Your Stay
We want you to enjoy your stay.
If there is a problem with the Accommodation or any service for which we are responsible, please tell us as soon as reasonably possible during your stay.
Giving us the opportunity to investigate a problem while you are at Lofftwen will usually make it much easier for us to resolve it.
If a matter remains unresolved after your stay, please contact us at bookings@lofftwen.com with details of your complaint.
Nothing in this section affects your statutory rights.
23. Liability
Nothing in these Terms excludes or limits our liability for:
death or personal injury caused by our negligence;
fraud or fraudulent misrepresentation; or
any other liability which cannot lawfully be excluded or limited.
We are responsible for losses which are a foreseeable consequence of our breach of these Terms or our failure to use reasonable care and skill.
We are not responsible for losses which were not reasonably foreseeable when the booking was made.
Where you make a booking as a consumer, the Accommodation is supplied for private holiday use. We are therefore not responsible for business losses, including loss of profit, loss of business, loss of opportunity or business interruption.
Nothing in these Terms affects your rights under the Consumer Rights Act 2015 or other applicable consumer protection legislation.
24. Personal Information
We collect and use personal information in connection with enquiries, bookings and stays at Lofftwen.
Information about how we use and protect personal information, who we may share it with and your rights is contained in our Privacy Policy, available on our website.
Agreeing to these Booking Terms does not constitute consent to receive marketing communications from us.
25. Direct Booking Promise
Any comparison under our Direct Booking Promise must relate to the same Accommodation, dates, occupancy and substantially the same booking conditions.
Member-only rates, personalised discounts, voucher codes and temporary or restricted third-party promotions may be excluded.
Please contact us before booking if you believe you have found a lower like-for-like publicly available price.
26. General
If any part of these Terms is found by a court or other competent authority to be invalid or unenforceable, the remaining provisions will continue to apply.
If we do not immediately enforce a provision of these Terms, this does not mean that we have waived our right to enforce it later.
A person who is not a party to the booking contract has no right to enforce these Terms under the Contracts (Rights of Third Parties) Act 1999.
You may not transfer your booking or your rights under it to another person without our prior written agreement.
We may transfer our rights and obligations under the contract to another organisation where this does not reduce the protection or rights available to you.
27. Governing Law
These Terms and the contract between you and Lofftwen are governed by the law of England and Wales.
The courts of England and Wales will have jurisdiction in relation to disputes arising from the booking, subject to any mandatory rights you may have as a consumer to bring proceedings elsewhere.
28. Contact
Lofftwen Ecological Trust
Registered charity number: 1182173
Booking enquiries: bookings@lofftwen.com
Website: www.lofftwen.co.uk