Booking Conditions
BOOKING TERMS AND CONDITIONS – COTTAGES ON THE COAST (applicable to all bookings made from 1.06.26 onwards – for prior booking terms please scroll down)
Who are we?
We are Cottages on the Coast Limited (“we/our/us”), a registered company in England and Wales incorporated under company number 15306989. Our registered office is 2 Hawkridge Road, Chivenor, Barnstaple, Devon, EX31 4BB.
We act as booking agents for the Owner in the letting of their Property to you, the Lead Guest (“you/your”). The contractual relationship will be between you as the Lead Guest and the Owner. We are not a party to the contract.
Our Terms and Conditions
1. DEFINITIONS
1.1 When the following words with capital letters are used in these Terms, this is what they will mean:
| Agent (we/our/us) | Cottages on the Coast Limited (Company No. 15306989) whose registered office is 2 Hawkridge Road, Chivenor, Barnstaple, Devon, EX31 4BB. |
| Amendment Fee | a fee of £50 including VAT payable in accordance with clause 6. |
| Arrival Date | the date (and time) on which your Booking will begin and the Property will be made available to you. |
| Balance Due Date | 10 weeks before your Arrival Date, except in circumstances where the Booking Confirmation is issued less than 10 weeks before the Arrival Date (in which case the balance is due upon Booking). |
| Booking | the confirmed reservation of the Property to commence on the Arrival Date and end on the Departure Date. |
| Booking Confirmation | the written acceptance of the Booking Reservation which may include more information such as details around arrival and departure, directions, Property Rules etc. |
| Booking Deposit | 20% of the total Booking Price, required from you at the time of making the Booking Reservation to secure the Property. |
| Booking Fee | £40 plus VAT per Booking, included in the Booking Price. |
| Booking Party | those named individuals booked to occupy the Property along with the Lead Guest, as listed in the Booking Confirmation. |
| Booking Price | the total price as charged to you for the Booking, including the Booking Deposit and any additional charges as set out on the Website or otherwise notified to you when making a Booking. |
| Booking Reservation | your request to book a Property via online booking form available through the Website. |
| Business Day | 09:00 to 17:00 on a day other than a Saturday, Sunday or public holiday in England when banks in London are open for business. |
| Complaint | a complaint made by you in accordance with clause 14.2, and addressed in accordance with our Complaints Policy. |
| Complaints Policy | our policy for dealing with customer complaints, as set out in clause 14. |
| Contact Details | the details found on our Website here: Contact – Cottages On The Coast. |
| Damage Waiver | amount charged as part of the Booking Price that provides cover for damage, breakage and any extra cleaning that is required, up to a nominal amount as confirmed by us in the Booking Confirmation. |
| Departure Date | the date (and time) on which your Booking will end, and you must vacate the Property. |
| Events Outside of the Parties’ Control | as defined in clause 18. |
| Lead Guest | the individual who makes the Booking Reservation, who will attend and make use of the Property (subject to the Booking Confirmation) with their Booking Party). |
| Owner | the registered owner or owners of the Property provided for holiday letting purposes. |
| Owner’s Representatives | representatives of the Owner including but not limited to housekeepers and caretakers. |
| Permitted Pets | any pet attending the Property (other than assistance animals) for which you have obtained the Owner’s express permission or are permitted in accordance with the Website. |
| Privacy Policy | a separate document made available on our Website or in hard copy on request. |
| Property | the property provided for holiday letting purposes, details of which have been made available on the Website. |
| Property Description | the description of the Property made available on the Website. |
| Property Rules | specific restrictions applicable to a Property as detailed on the Website, within pre-arrival information, digital guest guides, at the Property, or otherwise provided during your Booking. |
| Terms | the terms and conditions on which your Booking is supplied to you, being this agreement and any other documentation referred to in it. |
| Security Deposit | a refundable (subject to clause 13.1 of these Terms and Conditions) security deposit taken prior to your Arrival Date and held throughout the duration of the Booking in case damage is caused to the Property. |
| Website | cottagesonthecoast.co.uk, exmoorcottages.co.uk or such other website used by us from time to time. |
1.2 When we use the words “writing” or “written” in these Terms, this will include email but does not include fax or any messaging service or platform.
1.3 Unless the context otherwise requires, words in the singular shall include the plural and vice versa.
1.4 If any of these Terms conflict with any term contained within the Booking Reservation, the Booking Confirmation, or the Property Rules, these Terms will take priority.
ABOUT THESE TERMS AND THE CONTRACT
2. THE OWNER’S CONTRACT WITH YOU
2.1 These are the Terms on which we provide the Booking as agent, and the Owner supplies the Property to you for the duration of your Booking.
2.2 Please ensure that you read these Terms carefully, and check that the details on the Booking Reservation are complete and accurate, before you submit the Booking Reservation.
2.3 These Terms will become binding once we issue you with the Booking Confirmation as set out in clause 4.
2.4 In making the Booking Reservation you understand and accept that we act as agent for and on behalf of the Owner to provide your Booking. We do not hold any ownership in the properties listed on our Website, including the Property, but act as an agent for the Owner of the Property.
2.5 Once your Booking has been confirmed in accordance with clause 5.1, the Owner agrees to provide your Booking in accordance with these Terms and your contract for the Booking will be with the Owner, with us acting as agents in accordance with these Terms.
2.6 The Property is provided for holiday letting purpose only for the specified period as detailed in your Booking Confirmation. For the avoidance of doubt, these Terms do not create a landlord and tenant relationship between you and the Owner, and you will not be entitled to any:
2.6.1 new tenancy;
2.6.2 the right to sub-let the Property in part or in whole;
2.6.3 assured short hold or tenancy; or
2.6.4 any statutory protection either under the Housing Act 1988 or by way of a statutory security of tenure.
3. CHANGES TO THESE TERMS AND CONDITIONS
3.1 We may revise these Terms from time to time if required due to changes in the law or regulatory requirements or if business needs dictate it.
3.2 If we have to revise these Terms under clause 3.1, we will give you at least 14 days written notice of any changes to these Terms before they take effect, or as much notice as possible where your Arrival Date is less than 14 days before the date of the change.
3.3 You can choose to cancel the contract if you do not accept these changes and will be refunded any monies paid to date in full.
MAKING A BOOKING, PAYMENT AND CANCELLATION
4. CONFIRMATION OF YOUR BOOKING
4.1 Please take reasonable steps to ensure that the Property is suitable for your needs before submitting a Booking Reservation. If you have additional requirements, please contact us to discuss the Property prior to making a Booking Reservation.
4.2 The maximum number of people who can stay in the Property will be notified to you on the Website. You must not exceed the maximum occupancy. The use of additional temporary accommodation such as tents and campervans for the purpose of exceeding the maximum occupancy is not permitted.
4.3 In making a Booking Reservation you confirm that you are over the age of 18.
4.4 When you submit a Booking Reservation, this does not mean we have accepted your Booking. If the Owner is unable to supply you with the Property for your requested dates, we will inform you of this in writing and we will not process the Booking and no contract will be formed under these Terms.
4.5 We will confirm acceptance of your Booking by issuing a Booking Confirmation. We will not issue the Booking Confirmation until we have received payment of the Booking Deposit. Please review the Booking Confirmation carefully.
5. PRICES AND PAYMENTS
5.1 Your Booking is not confirmed, and no contract exists, until the Booking Deposit has been received by us and a Booking Confirmation has been issued. The Booking is subject to these Terms.
5.2 Once you have paid the Booking Deposit, and received the Booking Confirmation, you will become liable for the Booking Price (as confirmed in the Booking Confirmation). The remaining balance must be paid by the Balance Due Date.
5.3 You may cancel your Booking within 24 hours of receiving the Booking Confirmation by contacting us via the Contact Details. We will refund you all monies paid, less the non-refundable Booking Fee. Cancellation after this 24 hour period will be subject to our full cancellation policy at clause 7.
5.4 If the Arrival Date is within 10 weeks of us receiving the Booking Reservation, or in other exceptional circumstances as confirmed by us, the full Booking Price is payable at the point of making the Booking Reservation.
5.5 If the total Booking Price remains unpaid by the Balance Due Date, we reserve the right to cancel the Booking. Our cancellation policy at clause 7 will apply.
5.6 Payment is accepted by bank transfer, debit card and credit card or cheque (drawn from a UK bank and made payable to Cottages on the Coast with the booking reference clearly included). There are no charges applicable for these payment methods. We are not able to accommodate international bank transfers or payments via American Express.
5.7 We reserve the right to charge interest and other charges (including debt recovery charges) on any unpaid invoice under this contract from the Balance Due Date, or any other due date as stated on the invoice, until final payment either at the rate payable pursuant to the Late Payment of Commercial Debts (Interest) Act 1998 or, in respect of sums due from individuals, interest at the equivalent rate allowable under the Late Payment of Commercial Debts (Interest) Act 1998.
6. AMENDING YOUR BOOKING
If you wish to change the dates of your Booking or amend your Booking in any way, please contact us via our Contact Details. We cannot guarantee that your requests will be accommodated and reserve the right to charge for any differences in price. We reserve the right to charge an Amendment Fee for changes made to the Booking.
7. YOUR RIGHTS TO CANCEL AND OUR CANCELLATION POLICY
7.1 You may cancel a Booking before the Arrival Date by contacting us in writing using the Contact Details.
7.2 Cancellation within 24 hours of receiving the Booking Confirmation is dealt with at clause 5.3.
7.3 Your liability for the Booking Price is dependent on the Property and period of notice that you give us, set out below:
| Number of days before Arrival Date that notification of cancellation is received | Percentage of Booking Price payable by you |
|---|---|
| Prior to Balance Due Date | 20% (being the Booking Deposit) |
| On or after Balance Due Date | 100% |
7.4 If you have paid in full, a partial refund of the Booking Price may be provided depending on when you notify us of the request to cancel. If you have only paid a Booking Deposit or the Booking Price in part, you may be required to make further payments to cover your liability set out in the above table. You will also be liable for the Booking Fee.
7.5 We will confirm your cancellation with you in writing and notify you of any refund due to you, or payment due from you at that time.
7.6 If you cancel your Booking, we will try and re-let the Property. If we are able to re-let the Property, we will be able to offer you a refund subject to any difference between the Booking Price and the re-let price, and excluding any additional charges which are non-refundable according to these Terms.
For example, where the Booking Price was £1,000 and you cancelled 5 weeks before the Arrival Date, and we re-let the Property for £800, the refund will be £760, being the Booking Price less the re-let price (£200) and the Booking Fee (£40).
You will be liable for the Booking Fee to cover our costs in refunding you and attempting to re-let the Property.
7.7 If you depart voluntarily from the Property before the Departure Date, no refund shall be given. Similarly, if you fail to show for your Booking, this will be regarded as a cancellation and will not be refundable.
7.8 Where you have cancelled a Booking because of our failure to comply with these Terms or if we change these Terms under clause 3 and you elect to cancel the Booking (except where we have been affected by an Event Outside of the Parties’ Control), you do not have to make any payment to us and we will refund any monies paid in full.
7.9 Any refunds will take up to 7 working days to be processed from the point of agreement.
7.10 We recommend taking out suitable travel insurance at the time of Booking.
8. OUR RIGHTS TO CANCEL
8.1 We, or the Owner, may have to cancel a Booking before the Arrival Date due to an Event Outside of the Parties Control, unavailability of the Property, or the unavailability of key personnel or key materials without which we cannot provide the Booking. We will contact you promptly if this happens.
8.2 We will, if possible and as soon as we reasonably can, offer you:
8.2.1 alternative accommodation of a similar type, standard, location and price (if available)
8.2.2 different dates for the same Property; or
8.2.3 a full refund.
8.3 As an alternative property is likely to be owned by a different Owner, the advertised cost of the alternative property will be payable by you. If the cost is lower and you have already paid the full Booking Price for your original Booking, you will receive a refund of the price difference. If you do not wish to accept the alternative property or another property is not available, you will receive a full refund of all monies paid to us, but you will have no further claims against us or the Owner.
8.4 We may cancel the Booking at any time with immediate effect by giving you written notice if you:
8.4.1 do not pay us when you are supposed to; or
8.4.2 are in breach of these Terms in any other material way.
8.5 The full extent of our liability is set out in clause 17.
ABOUT THE BOOKING AND USE OF THE PROPERTY
9. PERIOD OF HIRE
9.1 The Booking shall commence on the Arrival Date and terminate on the Departure Date unless otherwise advised or agreed with us in writing. The Property will not be available outside of these times.
9.2 We reserve the right to charge an additional fee for failure to vacate the Property and remove belongings by the date and time specified in the Departure Date.
10. PROPERTY RULES
10.1 Your Booking is subject to your adherence to the Property Rules, as provided on the Website, within pre-arrival communications, digital guest guides, property welcome folders, signage at the Property, and any reasonable instructions provided by us, the Owner or the Owner’s Representatives
10.2 The current Property Rules, as amended from time to time, form part of these Terms. Breach of the Property Rules shall constitute a breach of these Terms and may entitle us to cancel the Booking with immediate effect.
10.3 As the person making the Booking, you are responsible for ensuring all members of your Booking Party comply with these Terms and the Property Rules.
11. USE OF THE PROPERTY
11.1 Visitors. Only the persons whose names are detailed on the Booking Confirmation are permitted to stay in the Property.
11.2 Parties. No parties or events, including hen and stag parties, are permitted to be held without the Owner’s prior approval. We reserve the right to refuse or cancel any Bookings from parties which may, in our opinion, be unsuitable for the Property
11.3 Third party providers. If you wish to have a third party provide services at the Property, this will only be permitted where we have provided written approval of such third parties ahead of the Arrival Date. Any third party will be bound by the Property Rules and must carry suitable levels of insurance. Please contact us using the Contact Details to discuss any such third party, no later than 14 days before the Arrival Date, to enable us to review your request and decide whether to approve.
11.4 Smoking. No smoking or vaping is permitted inside the Property.
11.5 Noise and behaviour. Noise should be kept to a minimum, particularly late at night, out of respect of the neighbouring properties.
11.6 Health and safety. For your safety, it is important that you and your Booking Party read and adhere to the important information provided in the Property Rules. You and your Booking Party must also adhere to any additional safety information or signage at the Property, including in relation to any amenities at the Property. Amenities are used at the Booking Party’s own risk.
11.7 Keys. Late return or replacement of keys for the Property will incur a fee of up to £50.
11.8 Internet. Internet access is offered on a complimentary basis for recreational use. Availability is not guaranteed, nor is minimum speed, unrestricted bandwidth, or uninterrupted provision of internet access. We do not accept any liability for telephone or internet services being unavailable or interrupted.
11.9 Electric Vehicles. You must not under any circumstances charge an electric vehicle using an internal socket at the Property. Use of EV charging point(s) (where provided) must be in accordance with the onsite instructions. This includes any payment requirements. Electric bikes and scooters must not be stored in the Property (or associated Storage areas).
11.10 Right of access. We, our representatives, the Owner, the Owner’s Representative, and any third-party contractors including but not limited to gardeners, window cleaners and engineers shall be allowed access to the Property at any reasonable time during your Booking. We will seek to minimise any disruption and will provide prior notice where possible.
12. PETS
12.1 Only Permitted Pets or registered assistance animals are permitted to stay in the Property. Permitted Pets may be subject to a charge as confirmed on the Website.
12.2 Where pets that are not permitted but have been brought with you for the Booking, we reserve the right to request immediate departure.
12.3 We reserve the right to refuse admission or request immediate departure from the Property to anyone who permits their Permitted Pet to be, in our sole discretion, a nuisance or danger to others. Permitted Pets must be kept under strict control in accordance with these Terms, the Property Rules and any additional information and signage at the Property.
12.4 You will be liable for any damage caused, or parasites introduced by, any animals brought with you for the Booking.
12.5 We are not liable for any allergies that are affected as a result of pets present in previous occupancy.
13. DAMAGE TO THE PROPERTY
13.1 We, or the Owner, may request that you pay a Security Deposit or Damage Waiver for your Booking. This will be confirmed on our Website when making the Booking Reservation.
Security Deposit
13.2 Where a Security Deposit is requested, we will confirm the time of payment in the Booking Confirmation. We will collect and retain the Security Deposit for the duration of your Booking.
13.3 You shall take proper care of the Property and its contents during your Booking and you may lose your Security Deposit and/or receive an invoice for any damage caused or loss suffered if the Property and its contents are not left in the same state in which it is found at your Arrival Date.
13.4 Upon your arrival, please notify us of any defects within the first 24 hours. Thereafter you will be deemed to have accepted the condition of the Property and may be held responsible for any damage discovered at a later date. If damage occurs during your stay, please notify us immediately.
Damage Waiver
13.5 A Damage Waiver may be charged as part of the Booking Price. The Damage Waiver will provide cover for damage, breakage and any extra cleaning that is required up to advertised security deposit, as displayed on the property listing.
13.6 The Owner reserves the right to charge you for the cost of repairing any damage and/or replacing damaged items caused by you or the Booking Party during the Booking that exceeds the value covered by the Damage Waiver. Such charges must be paid within 14 days of receiving the invoice.
14. COMPLAINTS
14.1 This clause 14 sets out our Complaints Policy.
14.2 Reporting a Complaint.
14.2.1 Any Complaints about the Property, including Complaints concerning any defects, broken appliances or cleaning standards, must be made to us within 24 hours of arrival on the Arrival Date so that remedial action can be taken if necessary. After this 24 hour period, you will be deemed to have accepted the condition of the Property.
14.2.2 Any Complaints that arise during your Booking and were not identifiable under clause 14.2.1, must be communicated to us immediately upon occurrence.
14.2.3 All Complaints, and correspondence relating to ongoing Complaints, should be made to us in writing via the Contact Details. You may wish to discuss your Complaint on the telephone, however we request that you follow up any conversation in writing for our record keeping purposes.
14.3 Acknowledgement.
14.3.1 We will acknowledge receipt of your Complaint within 24 hours of receiving it (or the next Business Day if the Complaint is received outside of a Business Day).
14.3.2 We will confirm the point of contact handling the Complaint and the next steps we will be taking to investigate.
14.4 Investigation.
14.4.1 We will review the information provided with the Complaint and may request further details from you, including access to the Property.
14.4.2 If we, or the Owner, are denied the opportunity to investigate or otherwise act upon the Complaint during your Booking, you will be assumed to have waived all rights in relation to the Complaint.
14.4.3 Where we are able to rectify the issue at this stage, we will do so and conclude the Complaint. If a temporary measure can be put in place, we will do so whilst our investigation is ongoing.
14.4.4 Where required, we (or the Owner if they have assumed conduct of the Complaint) will conduct a full investigation. You will be kept reasonably informed during the process. Full investigations shall be conducted within 5 Business Days from commencement, unless otherwise stated.
14.5 Outcome.
14.5.1 Where we (or the Owner) have conducted a full investigation, you will be provided with a written response summarising the outcome of the investigation. This will include any remedial action we (or the Owner) have determined reasonable.
14.5.2 In exceptional cases, and entirely subject to our sole discretion, a refund or payment may be offered as a resolution to the Complaint. Any refund or payment offered is made strictly as a goodwill gesture and without admission of liability unless expressly stated otherwise in writing.
14.5.3 For the avoidance of doubt, acceptance of any refund or payment must be provided in writing. Any offer of refund or payment will remain open for acceptance for 7 days, after which it will lapse automatically unless we agree otherwise in writing.
14.5.4 Any such refund or payment will constitute full and final settlement of the Complaint. By accepting any refund or payment offered, you acknowledge and agree that you waive any further right to escalate the Complaint under clause 14.6 or otherwise continue the Complaints process.
14.5.5 Provision of the outcome will conclude our involvement in the Complaint, and any escalation under clause 14.6 shall be addressed with the Owner. Contact details for the Owner will be provided if they do not already have conduct of the Complaint at this stage.
14.6 Escalation.
14.6.1 If you are unsatisfied with the outcome of your Complaint, you may make a written request for a further review. Such review will be undertaken by the Owner and be completed within 10 Business Days of receiving the written request and a final outcome provided in writing to you.
14.6.2 If you remain unsatisfied, you may wish to take further action. For detailed information please visit the Citizens Advice website www.citizensadvice.org.uk or seek independent legal advice.
14.7 In no circumstances will compensation be paid for Complaints made after the Departure Date. Complaints must be raised during your stay in accordance with clause 14.2.
14.8 All deadlines provided within this clause 14 shall be estimates only and dependent on the complexity of the Complaint and availability of personnel or the Property.
14.9 Our Complaints Policy does not affect your statutory rights.
14.10 We handle Complaints in our capacity as agent on behalf of the Owner. Our Complaints Policy forms part of the contractual agreement between you and the Owner.
15. THE WEBSITE AND ADVERTISING INFORMATION
15.1 We take reasonable care to ensure the accuracy of information regarding the Property, the locality and local amenity details.
15.2 All illustrations, photographs and other imagery displayed are for illustrative purposes only and are subject to change and no warranty or other representation is made as to the quality of the Property by us via the Website.
15.3 Any recommendations made by us or the Owner are our personal recommendations only and do not guarantee any level of service or quality.
16. YOUR BELONGINGS AND LOST PROPERTY
16.1 Lost property will be held for a period of 4 weeks from the Departure Date. Items will be returned to you if requested, at a cost of £20 plus postage and packing. We do not accept responsibility for the safe carriage of any items returned which will be returned at your own risk.
16.2 We do not have any responsibility or liability to you (other than as outlined above) for loss of or damage to any of your items, belongings or vehicles except where the damage or loss is caused by the negligence of us or the Owner.
LIABILITY
17. PARTIES’ LIABILITY
17.1 No party can exclude or limit in any way their liability where it is illegal to do so, and this contract does not seek to exclude or limit liability which cannot be excluded or limited by law.
17.2 If we, or the Owner, fail to comply with these Terms, we, or the Owner, are responsible for loss or damage you suffer that is a foreseeable result of our breach of the Terms or our negligence. We, or the Owner, are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if they were an obvious consequence of our breach or if it had been brought to our attention by you before the loss or damage occurred. For the avoidance of doubt, we, or the Owner, are not responsible for any transport and/or alternative accommodation costs.
17.3 The Owner supplies the Property to you for domestic and private use for the duration of the Booking. You agree not to use the Property for any commercial, business or re-sale purpose, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
17.4 It is your sole responsibility to ensure that you have adequate holiday insurance cover.
18. EVENTS OUTSIDE OF THE PARTIES’ CONTROL
18.1 Neither party shall be in breach of these Terms for delay in performing, or failure to perform, any of our obligations under this agreement if such delay or failure results from an Event Outside of the Parties’ Control.
18.2 An Event Outside of the Parties’ Control includes but is not limited to: strike; civil unrest; civil emergencies; government prohibition or restriction on all or part of the economy, including local lockdowns; pandemic; epidemic; environmental disaster; domestic appliance failure; temporary invasion of pests; and utilities failure or interruption.
18.3 In the event of a pandemic, epidemic or restriction of the movement or people imposed by the government or other competent public authority, we reserve the right to issue specific terms via the Website. We will communicate this to you via the contact details provided in the Booking Reservation.
19. DATA PROTECTION
19.1 All personal data you provide us will be treated in accordance with our Privacy Policy.
20. OTHER IMPORTANT TERMS
20.1 We may transfer our rights and obligations under these Terms to another individual, but this will not affect your rights or our obligations under these Terms.
20.2 Except for you, us and the Owner, no other person shall have any rights to enforce any of these Terms.
20.3 Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
20.4 If you fail to perform your obligations under these Terms and we, or the Owner, do not enforce our rights against you, this does not mean we, or the Owner, have waived our rights against you. If we, or the Owner, choose to waive any of our rights under these Terms you will be informed in writing.
20.5 These Terms replace and supersede all previous booking conditions and will apply to all new Bookings after the date they are posted on our Website.
20.6 The validity, construction and performance of the agreement shall be governed by the laws of England and Wales and shall be subject to the exclusive jurisdiction of the courts of England and Wales to which the parties submit.
All bookings made on or prior to 30.06.2026 were made in accordance with the
Cottages on the Coast Booking Terms & Conditions below:
Bookings of all holiday accommodation whether made by telephone, e-mail, in person, in writing or over the internet are accepted by Cottages On The Coast (COTC) acting as agent on behalf of the Owner on the following terms.
By making any booking with us, you confirm that you accept these terms and conditions and agree to comply with and be bound by them.
These booking terms and conditions include a number of defined terms as follows:
- Booking: a legally binding reservation for use of the Property, with a specified start and end date.
- Contract of Hire: the legally binding contract between the Hirer and the Owner for the provision of the Property for the purposes of the Booking and related services.
- Force Majeure Event: means (i) any event or circumstance not within a party’s reasonable control including, without limitation, acts of God, flood, drought, earthquake or other natural disaster; epidemic or pandemic (if so categorized by a national or international health organisation), terrorist attack, civil war, civil commotion or riots, war, threat of or preparation for war, armed conflict, imposition of sanctions, embargo, or breaking off of diplomatic relations, nuclear, chemical or biological contamination or sonic boom, any law or any legally enforceable action taken by a government or public authority, which affects (directly or indirectly) the ability of the relevant party to perform a contractual obligation, collapse of buildings, fire, explosion or accident, or any labour or trade dispute, strikes, industrial action or lockouts and (ii) any binding legislation or law passed by the UK government or a UK public authority as a consequence of any of the events listed in (i).
- Guest Price: the total price payable (which includes VAT, if applicable) by the Hirer for a Booking, comprising the property rental plus a booking fee and any additional charges that may apply to that Booking (e.g. in relation to pets or accidental damage deposit).
- Hirer: the person (“You”) making the Booking under these terms and conditions and by doing so entering into the Contract of Hire with the Owner.
- Cottages on the Coast (COTC): A family owned company incorporated in England with its registered address at PO BOX 414, Barnstaple, Devon. EX32 2JJ.
- Owner: the owner of the Property which is the subject of the Contract of Hire.
- Property: the holiday accommodation made available (subject to these terms and conditions) to the Hirer for use for the purposes of the Booking.
1. CONTRACT OF HIRE
COTC act only as agents for Owners, and are not principals, and so the Contract of Hire is between the Hirer and the Owner of the property for which the Booking is made and shall be deemed to be made subject to these terms and conditions. For the avoidance of doubt, COTC is not a party to the Contract of Hire. To the extent that where COTC carries out any functions in relation to a Property, it does so as an agent on behalf of the Owner.
The Booking is subject to these terms and conditions, which are governed by English law and the exclusive jurisdiction of the English courts. The Contract of Hire is effective only from the date and time that COTC dispatch to the Hirer a written “Confirmation of Booking.” The Confirmation of Booking will show your booking details, the amount you have paid and the amount you still owe for the booking. As soon as you receive your Confirmation of Booking, you must check the details carefully. If anything is not correct, you should tell COTC immediately. The Owner/ COTC, acting reasonably, reserves the right to amend arrival (‘check in’) and departure (‘check out’) times so as to ensure the Property is ready for occupation; for example in response to a Force Majeure Event. So long as the Owner/ COTC is acting reasonably, the Hirer will not be entitled to a refund in relation to a change in arrival or departure times.
For the avoidance of doubt, if COTC pays the deposit and/or full balance into its bank account, it will not mean COTC have accepted a booking unless COTC have issued the Hirer with a written Confirmation of Booking. Please do not make any other travel arrangements until COTC have issued you with a written Confirmation of Booking. If you book with us online, we will acknowledge that we have received your booking and then send a separate written Confirmation of Booking by e-mail to the e-mail address you have provided. If you book by post or phone, we will send your written Confirmation of Booking to you by email unless you tell us at the time of booking that you would prefer it to be provided by post. It is your responsibility to check your e-mails regularly and to let us know about any change to your e-mail address.
The contract is for the hire of the Property for holiday purposes only. COTC does not accept Bookings from Hirers under 18 years of age and COTC reserves the right to cancel a Booking made by anyone who is (or who COTC reasonably believes to be) under 18 at the time the Booking was made.
At the Hirer’s written request, COTC shall provide the name and contact details of the applicable Owner. The Hirer undertakes not to contact the Owner for any reason other than to deal with queries in relation to the Property which COTC has not been unable to deal with or, alternatively, if requested to do so by COTC.
2. INITIAL PAYMENT
Bookings will be reserved upon receipt by COTC of the required deposit payment in cleared funds of one fifth of the total Guest Price. If the Booking is made less than ten weeks before the holiday commencement date, the full Guest Price (including the non-refundable booking fee and accidental damage deposit) will be required to be paid at the time the Booking is made. Deposits can be paid by debit card or credit card, BACS transfer or cheque. In the case of web bookings, these can be paid online through our secure payment system.
3. BALANCE PAYMENT
The Balance of the Guest Price will be due for payment ten weeks before the holiday commencement date. On receipt of the full balance payment in cleared funds, advice on key collection arrangements and directions to the Property will be sent to the Hirer. The Owner reserves the right to cancel a Booking where full payment has not been received by the due date as advised by COTC. COTC shall not be responsible for sending reminders of the balance payment due date to the hirer. The deposit paid on the Booking is always non-returnable (subject to clause 16).
4. METHOD OF PAYMENT
Payments may be made by cheque (drawn from a UK bank only), credit card or debit card. Post-dated cheques are not acceptable. Cheques should be made payable to Cottages On The Coast with the booking reference written on the back. There is no charge for Debit or Credit Card payments. Unfortunately we do not accept (but not limited to) payment via; American Express, JCB, Union Pay, Diners Club International or Discovery Cards.
Overseas hirers may pay by Sterling cheque drawn on a UK bank, or by Mastercard or Visa in Sterling. Any charges for payments from overseas transactions will be the responsibility of the Hirer.
5. VALUE ADDED TAX
VAT where applicable is included in the prices shown at the standard rate at the time of booking. COTC’s Confirmation of Booking is not a VAT invoice. All COTC charges and VAT inclusive rentals are subject to change if the rate changes.
6. CONFIRMATION OF BOOKING
Once COTC has issued a written Confirmation of Booking, the Hirer is responsible for the total Guest Price as well as any extras as shown on the Confirmation of Booking. Amendments to bookings, where applicable and accepted by COTC (on behalf of the Owner), will be subject to an administration fee of £50 for each amendment. COTC reserves the right to adjust prices quoted on its website or on details to properties, due to errors or omissions or changes in the VAT rate.
7. BOOKING CANCELLATION
If you wish to cancel your Booking you must inform COTC as soon as possible in writing (e-mail to hello@cottagesonthecoast.co.uk). The day COTC receives your notice to cancel is the date on which COTC will cancel your Booking with the Owner.
We strongly recommend that you take an appropriate cancellation insurance policy when placing your booking, which may cover you in the event of a cancellation.
You are able to cancel your Booking within 24 hours if receiving the Booking confirmation. We will refund any money you have paid us, minus the non-refundable booking fee.
Post the 24 hour booking confirmation period, if you need to cancel your booking and your insurance doesn’t cover you, we will try and re-let the Property on your behalf and we will be entitled to retain any advanced payment in return for this service. Please note that if you cancel your Booking you will remain liable for full payment, subject to your rights pursuant to clause 16.
If our endeavours to re-let the Property are successful, COTC will, at its sole discretion, return the rental paid less an administration fee of £60.00 and less the booking fee. If a reduction in rental has been made to secure a new booking, you will receive the rental paid, less the administration fee of £60.00, less the booking fee and less any shortfall in cost of the re-let booking
If it is not possible to re-let the property, no monies will be returned.
8. BOOKING FEE
COTC charges a booking fee for your first booking in any calendar year, payable at the time of booking. Additional bookings with the same customer reference where the cottage hire period starts in the same calendar year (1st January to 31st December) will not attract a booking fee. The booking fee is non-refundable once the Booking has been confirmed.
9. PETS
If the property accepts pets, this will be clearly marked on the website property page. Bookings that include pets are taken on the condition that all flea and worming treatments are up to date and COTC and/or the Owner reserve the right to ask for written evidence of such treatment. You are not permitted to leave pets unattended at the property at any time and some Owners will require that pets remain on the ground floor and off furniture at all times – this will be stated in the brochure or on the website property page if applicable. You, as pet owner, will be responsible for their safety, that they are kept under control and you remove any evidence left by your pet and if applicable reimburse the Owner for any damage caused. Please show consideration for guests visiting after you have gone home and bear in mind that some popular beaches do not permit dogs during the summer months. For most properties, a charge per pet per Booking will be made.
No other pets other than dogs are permitted, unless prior consent has been given by the Owner.
Registered Guide and Hearing Dogs belonging to those with visual and hearing impairments are allowed in all Properties at no extra charge. Please advise us at the time of booking if this applies to you.
Guests With Allergies Relating to Pets: Please note that an assistance dog may have stayed in a chosen property recently (even one that doesn’t allow pets as standard) and the Owner may have a dog or cat that sometimes stays at the property. The Owner cannot accept responsibility or liability for any suffering, damages or losses which may occur as a result of such animals having been present. The Owner and COTC cannot guarantee and make no warranty that the property will be free from pet hair.
10. AMENITIES
The use of accommodation and amenities, where offered, such as swimming pools, hot tubs, rowing boats, beach huts, trampolines, children’s play equipment, gym facilities, sauna’s, travel cots, high chairs etc, is entirely at the Hirer’s risk and the Owner excludes all responsibility or liability for injury, or loss or damage to Hirer’ or visitors’ belongings.
Further, neither the Owner nor COTC will be liable to you, any member of your party or person visiting the Property during the period of your hire for any events outside the Owner’s or COTC’s reasonable control; such as the breakdown of domestic appliances, plumbing, wiring, temporary invasion of pests, building works at adjacent properties, damage resulting from exceptional weather conditions or other unforeseeable circumstances or any Force Majeure Events.
You also accept that COTC in acting as agent for the owner will not be liable for any negligence on the part of the Owner resulting in loss, injury or accident. In addition, neither the Owner nor COTC will be liable to you for the withdrawal/removal of any facilities/amenities from/in the Property resulting from a Force Majeure Event.
Where BBQ’s, log burners, fireplaces, or fire pits are present at a Property it is the responsibility of the Hirer to ensure the safety of all of the party members (including dogs). Fire guards where provided should be used. Any fires should be fully extinguished if being left unattended.
Some of Properties provide surfboard storage. If this is something you require, please ask prior to Booking. Please note that surfboards and wetsuits are not permitted inside any of the properties unless prior authorisation has been given by the Owner.
The Hirer and all members of the booking party must only park in the designated parking areas as provided. There must be no obstruction of neighboring properties or its occupants. Parking may not always be directly outside or nearby the Property and it is the responsibility of the Hirer to check the parking location on the property details. The Hirer will be responsible for any fines imposed for failure to display any parking permits as shown on the travel details given by COTC. The parking provision must be left empty at the departure time of 9am on the day of departure.
Any vehicles parked the Property, left at the Property or using parking instructions provided with the hire of the Property are done so entirely at the risk of the owner of the vehicle.
Parking permits, fobs, parking keys, Property keys need to be returned as per the instructions in your travel details provided by COTC. Failure to return or late return of any of these can result in a fee up to £50.00 begin charged to the Hirer.
Where Wi-Fi is an advertised facility, please note that its provision is subject to availability and network conditions. The Owner or COTC cannot warrant or guarantee the speed of this service or that it will be interrupted. It may not be available 24 hours a day and is provided for pleasure not for business purposes. No compensation will be given as a consequence of slow speeds or data usage available. Bookings cannot be accepted if they are reliant on the provision of uninterrupted and unlimited provision of Wi-Fi
Electric vehicles are becoming increasingly common and we want to ensure they can be catered for wherever possible. Not all properties will have a suitable and safe place to charge vehicles, so it is recommended you check prior to finalising your Booking if this is an essential requirement. If you are keeping an electric vehicle at the property, you must use designated charging points (where available) only and manufacturer approved cables for charging any vehicle when at the property. The Owner reserves the right to (i) charge additional fees if charging is, in COTC’s or the Owner’s opinion, excessive and/or (ii) refuse to allow electric vehicles to be charged if they do not think it is suitable/safe to do so.
Any damage to the electric system at the property through incorrect use, overload of the system or the use of a standard extension cable will be the responsibility of the Hirer. Should damage occur the costs of repair are the responsibility of the Hirer in full.
The Hirer cannot store electric bikes/ scooters within the property, or associated storage areas of the property without prior approval from the Owner.
11. PARTY NUMBERS/COMPOSITION
It is your sole responsibility to ensure that no more than the maximum numbers of persons, as stated on the website, occupy a Property during your Booking. The Owner/ COTC reserve the right to refuse admittance or to require you to ensure that some people leave the Property if they believe that you are in breach of this obligation. No refunds will be given if admittance has been refused for this reason. Further, where properties specify a minimum age limit for guests, in no circumstances may any persons under the specified age limit, as stated in the brochure/website, stay at that Property. The Owner/ COTC reserve the right to refuse admittance or to require proof of someone’s age if either believe that this restriction has been breached. No refunds will be given if admittance has been refused for this reason.
By completing a Booking, the Hirer certifies that they are authorised to agree to these Booking Conditions on behalf of all members of the party, including any changes. The Hirer must be over 18 years at the time a Booking is made and be a member of the party occupying the Property. The Hirer agrees to take responsibility for the acts and omissions of all members of the party in relation to the Booking and the Property. The Owner/ COTC reserve the right to refuse or revoke any bookings from parties that may in their opinion (and at their sole discretion) be unsuitable for the Property concerned.
Hen or Stag parties are not permitted in any of the properties unless agreed with the Owner prior to booking.
12. YOUR RESPONSIBILITIES
For the duration of your stay at the Property, you will be responsible for the Property and will be expected to take all reasonable care of it. The Property and all equipment and utensils must be left clean and tidy at the end of the hire period. If a Property is not left clean and tidy, any additional cleaning costs will be charged to the Hirer. Should there be any specific health or mobility difficulties which may affect a party member; this must be pointed out at the initial reservation stage so that the suitability of the Property can be assessed. The Property (including any car parking spaces) must be vacated by 09.00 am on the day of departure.
13. DAMAGE
All damages and breakages are the legal responsibility of the Hirer and should be reported immediately and before the end of the holiday. The reasonable costs of miscellaneous repairs to and/or replacement of and/or additional cleaning of furnishings, kitchen equipment, crockery, glass, keys, bedding and towels damaged or soiled otherwise than by usual wear and tear during the period of the Booking by you or other members of your party shall be payable on demand to COTC who may also, at their discretion, refuse further bookings. The Owner/COTC has the right to enter the Property (without prior notice if this is not practical or possible) if special circumstances or emergencies arise (for example if repairs need to be carried out). The Owner/COTC reserves the right to repossess the Property at any time where you or any member of your party has caused damage, and in such circumstances the Owner/COTC shall not be liable to make a refund of any remaining portion of the Guest Price.
14. ACCIDENTAL DAMAGE DEPOSIT
It is a requirement when booking certain specified properties with COTC, to pay an Accidental Damage Deposit. This is non-interest bearing.
The Accidental Damage Deposit is due with the balance of the Guest Price and it will be cashed on receipt and held by COTC to be applied against the reasonable costs of miscellaneous repairs to and/or replacement of and/or additional cleaning of furnishings, kitchen equipment, crockery, glass, keys, bedding and towels damaged or soiled otherwise than by usual wear and tear during the period of the Booking by you or other members of your party. The balance of the Accidental Damage Deposit will be returned to you within 7 working days of the departure date. Where such costs exceed the Accidental Damage Deposit you agree to pay such excess to the Owner promptly and in any event within 14 days of being notified.
If you fail to pay the Accidental Damage Deposit upon request and before the commencement date of the accommodation we will attempt to charge your card details (where provided) for the sum of the Accidental Damage Deposit amount, which may be subject to a discretionary administrative charge of no more than £30.00 and you hereby authorise us to do so.
15. LITERATURE
The Owner/ COTC take every care to ensure the accuracy of the Property descriptions. All information in COTC ‘s website or other marketing material is given in good faith and is believed to be correct at the time of going to press, but the Owner/ COTC cannot be held responsible for changes beyond their control, which may become known after publication of this literature. In addition, whilst properties may be described as non-smoking or no pets, this cannot be and is not guaranteed. Please be aware that if a Property is advertised as having an enclosed garden, this does not necessarily mean a secure garden. It may be enclosed by hedging or open style fencing. The Owner/ COTC’s description of a property shows what amenities that property has but generally does not state what is not in the self-catering property.
COTC reserve the right to amend prices quoted for the Property in any enquiry quotation or advertising material due to changes in the price as requested by the Owner, error, omission, changes in the payment processing charges, or changes in the VAT rate.
16. AVAILABILITY
The Contract of Hire is made on the understanding that the Property will be available for the dates stated. In the unlikely event that a Property is not available during the period of the Booking as a result of a Force Majeure Event or if the Hirer cannot legally travel to the Property as a result of a Force Majeure Event, then either (i) the Owner/ COTC may be forced to cancel the Booking and you will be advised as early as possible or (ii) you must write to COTC as soon as possible to inform COTC as to the Force Majeure Event and its effects on your ability to legally travel to the Property.
In the event of such a cancellation, or in the unlikely event that the Owner is forced to cancel the Booking due to circumstances or events outside their reasonable control, the Hirer will have the choice of the following options:
- to transfer the Booking to a later date and/or another property free of any administration charges, subject to availability – the Hirer will have to pay any difference in price if the cost of the new booking is higher or be reimbursed the difference if the cost of the new booking is lower;
- to request a voucher with a redemption value equal to the amount previously paid for the Booking – the voucher terms and conditions will be available to the Hirer before they make their choice under this clause; or
- to obtain a refund of the amount already paid for the Booking (after deducting any administrative charges that apply to a Booking, such as the booking fee).
The Hirer will have to contact COTC in order to access these options. The Hirer will not as a result have any further claims against COTC or the Owner.
Bookings can only be for a maximum of 28 days. If you require a longer length of Booking, then please contact us.
17. PROPERTIES WITH CHARACTER
If you choose to holiday in an older property, remember that much of its character and charm is due to its age. Some of our properties are well over 100 years old and were built long before the days of damp proof courses and cavity walls so some may show signs of damp, particularly in long spells of wet weather. The Owner/ COTC will do their best to ensure that the background heating is kept on sufficiently to compensate, for this, even when the Property is empty. Condensation can be alleviated by opening windows and allowing the air to circulate. If you have any concerns, please talk to us at the time of making your Booking. Also, please remember that should traditional property features (steep stairs or low beams, for example) be a problem for any member of your party, you must consider and mention this prior to booking.
Please remember that properties in the country do attract spiders and therefore cobwebs. This does not mean that the Property is dirty or has not been cleaned as cobwebs can be spun almost as quickly as they have been cleaned away! Some of our properties, particularly in remote areas, may have a private water supply from a spring or well water, which is regularly tested. In rural areas please be tolerant of the sounds and scents that you may encounter, they are all a part of the countryside experience.
18. COMPLAINT PROCEDURE
COTC and the Owner hope you very much enjoy your stay. We aim to provide a high level of customer service and want all of our guests to be completely happy with their holiday. In the unlikely event that you have any issues with your accommodation, please get in touch with us via email (hello@cottagesonthecoast.co.uk) as soon as possible during your stay so that we can do our best to put it right.
If the Hirer wishes to make a complaint about anything connected with the hire of the property, they should contact COTC as soon as reasonably possible prior to departure. COTC will then either pass the complaint on to the Owner of the Property to deal with or it may consider the complaint and take action to resolve this itself (on behalf of the Owner) as soon as reasonably practicable. COTC and/or the Owner reserve the right to investigate and resolve any problems during the tenancy without refund or compensation.
Please note that COTC has the authority to act on the Owner’s behalf to resolve any dispute, but COTC is not liable if one or both parties are dissatisfied with the outcome.
Compensation will not be considered for any complaints that are made after the hire has ended, or where the Hirer has denied COTC or the Owner the opportunity to investigate, address or remedy the issue during the Hirer’s stay.
Neither COTC or the Owner can accept responsibility or liability for work taking place outside the boundary of the Property, or for noise or nuisance resulting from third party activity (such as building works) over which COTC or the Owner have no control.
19. LOST PROPERTY
COTC and/ or the Owner can accept no responsibility or any liability for damage to, loss of, or items left behind in the Property after you have vacated except where the damage or loss is caused by the negligence of COTC or the owner. It is the responsibility of the Hirer and members of the booking party to ensure that they have adequate holiday insurance cover in place. COTC will charge a £20.00 admin fee plus the cost of postage in advance to retrieve and return lost property on request. Any unclaimed items of property will be disposed of after 4 weeks. COTC do not accept responsibility for the safe carriage of any items returned.
20. DATA PROTECTION
COTC will process your data in accordance with its Privacy Policy and Cookie Policy which can be found here. These policies form part of these terms and conditions so please take the time to read them.
The Privacy Policy also details your rights and how to contact COTC in relation to any data protection queries.
At all times your data will be held securely and protected in line with COTC’s obligations under UK data protection legislation. Your party names and contact details will only be shared with the Owner and relevant third parties to facilitate the booking, such as the Housekeeper for the Property, in order to allow the Owner to manage your holiday and give you the best possible experience.
If you request that we pass on supplementary information that you wish to provide to the Owner and/or any third party, for any reason, then we will do so. COTC will securely hold that information on your behalf as part of your booking record unless you ask us to delete it. Any such information is provided at your sole request and discretion, and COTC bears no responsibility for its accuracy or contents.
COTC will use your information to inform you about similar products and services that we provide. You may stop receiving these at any time by contacting us.
21. OUR LIABILITY
As COTC act only as agents for the Owner, COTC cannot accept any legal responsibility for any act or neglect on their part or of anyone representing or employed by them. Further, COTC cannot accept any liability for any problems or faults with or in any Property. The Owner is solely responsible for providing the accommodation and for the safety of all guests. COTC accepts no responsibility for personal injury to, or death of, any guests, or loss of or consequential loss or damage to their property, or for other matters over which COTC has no control, except to the extent such personal injury or death is caused by the negligence or willful default of COTC.
Other than in relation to any liability which it is not possible to exclude at law, the Owner’s and COTC’s liability for any claims arising out of or in relation to the Contract of Hire is limited to the amounts paid by the Hirer pursuant to the Contract of Hire.
22. LEGAL
Each of the paragraphs in these terms and conditions operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.
In the event of any dispute between parties it shall be referred to the jurisdiction of the English courts only and any actions shall be heard in the court for the area in which the Property is situated.