Terms & Conditions

Thank you for choosing to book a holiday at No.9 Putsborough.  On paying your deposit, these terms and conditions will form a contract.  We ask that you read them fully prior to making a booking.

  1. Making a Booking
    • You must be 18 years of age or over to make a booking.
    • The maximum number of guests per booking is 4 people (including children).
    • The booking form must be completed in full and the main guest’s full name, address, email address and contact number must be provided.  We reserve the right to cancel a booking if any of the required information is omitted and not provided on request.
    • It is a condition of booking that the main named guest on the booking form is present at the property for the duration of the booked dates.
    • Full payment or a deposit of 30% is payable via credit/debit card at the time of booking.
    • If a deposit is paid the balance payment (including pet fees, if applicable, and the security deposit) is due 8 weeks prior to your arrival date.  We will notify you by email when this becomes due.
    • Bookings made within 8 weeks of the arrival date are payable in full at the time of booking.
    • If full payment has not been received within 8 weeks of arrival date we reserve the right to cancel your booking and your deposit will not be refunded.
    • A security deposit of £200.00 is payable when the balance payment is due. In making a booking you accept responsibility for any theft, breakage or damage caused by you or any member of your party and agree to indemnify us in full for any loss that we may incur as a result. The security deposit of £200.00 will be refunded back to the card used for payment, less the cost of any damages/breakages/missing items (reasonable wear and tear excluded). Any refund may take up to 10 days for your bank to process and the refund to show on your bank statement.
    • It Is strongly recommended that you obtain appropriate holiday and travel insurance prior to making your booking.
  2. Booking Confirmation
    • When you submit a booking via our online booking system you will receive an automatic booking summary via email, and a separate email confirming your card payment.
    • Bookings made through the online booking system are provisional until confirmed. A contract shall only arise when your booking is subsequently confirmed in writing via a letter of confirmation sent to you by email.
    • If you have paid a deposit we will be in touch when the balance payment is due, with a link to make the balance payment via debit or credit card. If you would prefer to make the balance payment sooner than the due date, please let us know and we will arrange this accordingly.
    • All emails will be sent to the address provided by you on the booking form.  When you receive each email please check all the details carefully and contact us immediately if you find any discrepancies.
    • All bookings are provisional until payment has been received in full.
  3. Payment Methods
    • Payment must be made by debit or credit card via our online automated booking system.  You will not be charged any credit or debit card surcharges.
  4. Pricing
    • We reserve the right to modify our booking rates at any time.
    • Once you have made a booking the price stated on your confirmation email is binding.
  5. Booking Amendments
    • You may request to make changes to your booking up to 12 weeks prior to your arrival date at our discretion and with any difference in costs adjusted.
    • We regret that any request to amend booking dates within 12 weeks of your arrival date will not be permitted.  If you are no longer able to stay this will be classed as a cancellation and our cancellation policy will apply.
  6. Cancellation Policy
    • All changes and cancellations must be made in writing. We can only accept changes and cancellation requests from the email account provided on the booking form.
    • Cancellations made 8 weeks or more prior to the arrival date will result in the loss of your Booking Deposit (30% of the full booking price).
    • Bookings cancelled with less than 8 weeks prior to the arrival date receive no refund and the guest is liable for 100% of the total holiday cost. 
    • Any refund authorised will be refunded back to the card used for payment and may take up to 10 days for your bank to process and the refund to show on your bank statement. If more than one payment has been made, each payment will be refunded separately. Please note, although multiple refunds will be processed at the same time there may be a delay before your bank credits your account. 
    • If you pay a deposit but full payment has not been received within 8 weeks of your arrival date, we reserve the right to cancel your booking and your deposit will not be refunded.
    • We reserve the right to cancel bookings at any time if guests are found to be disruptive, rude, obstructive, abusive and/or break the terms of their booking contract.  In such circumstances, guests will be required to vacate the property immediately and no refund will be payable to the  guest(s) for the unexpired part of their stay.
    • In the unlikely event that a booking must be cancelled by us in the event of the accommodation becoming unavailable (such as fire or flooding, immediate health risk), we will refund all monies paid (or a proportion in the case of curtailment). We cannot however accept any liability or pay any compensation or expenses as a consequence of such an event.
    • It is strongly recommended that you are protected by holiday/travel insurance to cover the above costs.
  7. Arrival and Departure Times  
    • On the day of arrival check in is from 16.00
    • On the day of departure check out is by 10.00 and you must vacate the property and the parking space by this time unless otherwise agreed.
    • Any arrivals after 20:00 must be notified in advance.
  8. Property Care
    • You agree to keep the property clean and tidy and leave it in such condition at the point of departure.
    • Any damages must be reported to us prior to your departure.
    • If the property is left in an excessively dirty or inappropriate state you may be required to pay an additional cleaning surcharge.
  9. Damages
    • We maintain a comprehensive inventory of all the contents of the property, both practical and decorative. 
    • You agree to inform our housekeeping company if there is any damage or shortfall to the inventory within 24 hours upon arrival.  Otherwise, it will be assumed that the Property has been accepted in good and clean condition and that the inventory is accurate.
    • You will be required to pay for any damage to such items and will be charged for any item which is remove or lost.
  10. Pets
    • Dogs are the only pets allowed at the property.  No other kinds of pets are permitted.
    • You must specify if you wish to bring dog(s) with you at the point of booking.
    • A maximum of 2 well behaved dogs are allowed  per booking, with a £30.00 per pet  charge. The charge is due to the extra cleaning required after a pet has stayed. 
    • Dogs must be under strict control at all times while in the Property.
    • Dogs are strictly not allowed on the beds, must not lie on furniture, sleep in the bedrooms or be washed in the baths / showers. Owners must bring the dog’s bed or basket for sleeping in. Hair must be well cleared up before departing. If excessive pet hair is found on the soft furnishings we reserve the right to charge for any additional cleaning required.
    • Owners must be responsible for cleaning up after their pets. Please refrain from letting pets foul on the balcony. There is a hot outdoor shower next to the swimming pool block which can be used for cleaning muddy paws before re-entering the apartment.
    • Pets should not be left unattended in the property or elsewhere at any time.
    • Dog owners must ensure that their pets are free from parasites and fleas before they occupy the property. Failure to do so will incur subsequent charges.
    • You may be required to vacate the property if, after being warned that your dog is causing a nuisance, you continue to fail to control it. In such circumstance, no refund will be payable to you for the unexpired part of your stay.
  11. Smoking, Vaping and Fire Safety
    • Smoking, including vaping materials and e-cigarettes, is not permitted anywhere inside the property or on the balcony.    We reserve the right to make a charge where guests have contravened our request for their property to be smoke free. (In order to comply with the Unfair Terms in Consumer Contracts Regulations 1999 the amount of such a charge should not be more than the cost of the cleaning.)
    • Due to fire risk, the use of candles or tea lights or matches is not permitted anywhere in the property
    • Removal of fire-fighting or fire safety equipment is forbidden and a criminal offence. Emergency torches removed from the property will be charged at £50 per torch.
  12. Linen and Towels
    • Sun cream, fake tan, make-up and hair dye can all cause damage to bedding, towels and textiles.  Guests shall be mindful when using these products and, if textiles are irretrievably stained with these products, the charge for replacement items will be deducted from your security deposit.
    • Guest shall only take designated green beach towels (not any white towels) with them to the beach.
    • No towels provided shall be used for pets
  13. Keys
    • You will be provided with two sets of keys/fobs to the apartment and complex during your stay. In the event that either or both sets of keys are not returned to the agreed destination on departure or are lost you will be liable to cover locksmith costs to change locks and  the charge for replacement set of  keys.
  14. Utilities
    • Should there be a failure in a utility or service (such as water, heating, electricity) during your stay please notify us as quickly as possible so that repairs or maintenance can be carried out. 
    • You agree to any authorised workmen entry and reasonable access for the purposes of inspection and repair on 24 hours’ notice (other than in an emergency).
    • Should any failure of service/utility extend beyond a 12-hour period from notification, compensation will be proportionate to the loss of enjoyment suffered, unless the reason for the failure in a utility or service is beyond our control.​
    • Please note that the provision of WiFi 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.
  15. Environmental Considerations
    • Please be considerate of the neighbouring properties. We ask that you keep noise levels to a minimum (including the use of music) during your stay and on entering and leaving the property. We ask that you and members of your party refrain from any activity that may disturb neighbours before 8am and after 11pm.
    • You are responsible for the supervision of all members of your party under the age of 18. You must supervise your children and babies at all times. Where children’s facilities and furniture are provided, we shall not be held liable for any damages or injuries that may occur as a result of their use.
    • Communal recycling bins are provided for your waste and we ask that you clean and separate waste into these bins, where possible
  16. Personal Property
    • Charging of electrical equipment – the use of personal electrical appliances is permitted on the understanding that they are turned off when the property is unoccupied and that the utmost care is taken to ensure that they are used responsibly and are in good condition. This includes phones, tablets, laptops, hair straighteners, chargers etc. Due to the risk of combustion we cannot allow the charging of e-bike batteries inside the property.
    • We cannot be held responsible for any loss or damage to any personal belongings at the property.
    • A parking space is allocated to guests in the communal underground car park and vehicles, accessories and contents are left at the owner’s risk
    • It Is recommended that your holiday insurance covers loss or damage to personal effects
  17. Items Left Behind 
    • If the item left behind can be posted we will arrange its return to you, subject to a minimum £10 charge to cover the postage and packing costs. Payment must be received before the item/s can be returned to you.
    • Items will be posted back to you by Royal Mail signed for delivery, and we cannot be held responsible for any lost or damaged items. If the item is of value and requires insuring you must notify us prior to posting, and cover the additional postage costs. 
    • If an item left behind cannot be posted then we will keep the item for 14 days to enable you to arrange collection.
  18. Availability
    • Each booking is accepted in good faith and with the belief that the property will be available to you on the date stated.
    • If for any reason due to circumstances outside our control the apartment is not available, we will refund your deposit and balance payment in full. You will have no further claim against us.
    • If, because of reason outside our control, the onsite facilities* are not available or are restricted during your stay, we will tell you as soon as reasonably practical if we are made aware of the situation and are notified by Byron Management Company (Woolacombe) Ltd. We cannot accept responsibility for any changes or closures to these facilities and therefore, no compensation will be offered for this occurrence during your stay. (*onsite facilities include but are not limited to the indoor swimming pool, sauna, gym, games room, treatment room, EV charging pods, outdoor shower, leisure deck and Guest Services).
  19. Adverse Travel Conditions and Inclement Weather
    • We hold no responsibility for guests unable to travel to the property due to extreme weather or traffic conditions (i.e. snow, flooding, wind, road congestion etc.)
    • If you are unable to reach us due to poor weather condition or road closures, you will lose your full payment and alternative holiday dates will not be offered.
    • Please ensure you have full holiday and travel insurance to cover such an instance.
  20. Personal illness
    • If you are unable to travel due to any personal illness, such as Covid, our cancellation policy will apply.
    • It is strongly recommended that you are protected by holiday and travel insurance to cover the above circumstances.
  21. Restrictions on Rental
    • Guests have 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. We reserve the right to remove any guest from the property due to unreasonable behaviour such as causing excessive noise damage to the property or exceeding the stated occupancy.  In such circumstances, guests will be required to vacate the property and no refund will be payable to the guest/s for the unexpired part of their stay.
    • It is a condition of booking that the named main guest on the booking form is present at the property for the duration of the booked dates. 
    • The property may not be sub-let to a third party.  If this is found to be the case, the third party will have no legal right of occupancy and will be required to vacate the property immediately.
  22. Website
    • We aim to make sure that the information provided is presented accurately on our website. It is intended to present a general idea of the property and the facilities. Not all details of the relevant facilities can be included on our website. There may be slight differences between the actual property/arrangements and its description. Occasionally, problems mean that some facilities or services (including but not limited to the onsite leisure facilities) 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. We cannot accept responsibility for any changes or closures to local services or attractions mentioned on our website. We make reasonable efforts to make sure that information we give you about the property and its facilities, is accurate and complete on the date given. We cannot accept responsibility for any inaccurate, incomplete or misleading information about the property or its facilities, unless this was caused by our negligence.
  23. Third Party Service Providers
    • The Owner may use the services of a number of suppliers and subcontractors and can accept no liability for any goods or services provided by these suppliers to our guests. We receive no financial benefits for any recommendations of third party service providers such as (but not limited to) restaurants, activities, experiences or beauty treatments etc. nor do we receive any commission on any bookings made with third party service providers. Any recommendations of third-party service providers are based on our own experiences or public reviews.
    • We cannot accept responsibility or liability for the conduct of any third party service provider or their failure to properly perform the relevant service. We cannot accept responsibility or liability for any accidents or illness that may occur as a result of any activity booked with a third party service provider.  The liability and any insurance coverage rests between the guest and the third party service provider.
  24. Force Majeure (Extraordinary Circumstances)
    • In these terms and conditions “Force Majeure” means any circumstances beyond our reasonable control, which we could not, even with all due care, foresee or avoid. Such events may include war or threat of war, riot, civil strife, actual or threatened terrorist activity, industrial dispute, natural or nuclear disaster, epidemic or pandemic, adverse weather conditions, fire, flood and all similar events outside our control.
    • If the property is not available for letting as a result of Force Majeure at the commencement of the time booked by you, in such cases booking amendments or refunds will be at our discretion.
    • In the event that the property becomes unsuitable for letting as a result of Force Majeure during your stay you will be required to vacate the property immediately. Booking amendments or partial refunds for the proportion of your affected stay will be at our discretion.
    • In the event that your booking is impacted as a result of Force Majeure we will not be liable for any other claim for loss or damage by you. It is strongly recommended that you are protected by holiday/travel insurance prior to making your booking.
  25. Issues or Complaints
    • Any complaints must be notified to us within 24 hours to enable remedial action to be taken. It is important that this is done whilst you are still at the property so that an on-the-spot investigation can be made if necessary and remedial action taken if required.  If a problem is not reported promptly within a reasonable timescale, then the guest may waive their right to rectification or compensation.
    • For complaints regarding the facilities and or management of the site please request these details specifically so this can be given to you. We are unable to take any responsibility for site management issues.  
  26. Review of Booking Terms and Conditions
    • We reserve the right to change or amend these Booking Terms and Conditions at any time.
  27. Privacy Policy
    • No.9 Putsborough respects your privacy and is committed to protecting your personal data. We will only use your personal data in the way the law allows us to, in order to perform the service we are offering you.

Document Version – June 2024

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