ClubRez Terms and Conditions
1. The Camping and Caravanning Club and what we do:-
We are the Camping and Caravanning Club of Greenfields House, Westwood Way, Coventry, CV4 8JH. Our business is to manage and develop campsites and to provide you with a pitch and services for which you are paying.
An advance booking deposit of 25% of total booking cost with a minimum charge of £25 is required, for each pitch booking made.
If the full cost of a booking falls below deposit, the full amount will be taken at the time of booking.
You may book by telephone with the site when open, at the Contact Centre at Headquarters, via the internet or by posting the booking form found in ‘Your Place in the Country’.Confirmation via email for internet bookings will be received. A booking reference number will be provided when a booking is made with the Contact Centre or Site; a written confirmation will not be provided unless specifically requested. Written confirmation for postal bookings will be sent automatically.
2. Special Requests
We will endeavour to accommodate any special requests you have, however we cannot guarantee that your request will be met and we accept no liability to you in respect thereof.
3. UK Club Site Policies
Consideration for all Campers
Policies are in place on UK Club Sites to ensure all campers enjoy their stay. These policies have been developed over a long period and are designed to encourage consideration for fellow campers and respect for the environment around us. For example out of courtesy to everybody staying on our Club Sites, we operate a policy of “no noise” after 11pm.
Below are just some of the policies in place for the benefit of everyone staying on Club Sites.
There is no maximum length of unit on Club Sites. However, there are some sites that have physical difficulties in accommodating larger units, particularly during high season.
Units are now getting bigger, width as well as length. Some sites may have problems pitching larger units and, to ensure that we adhere to the 6 metre rule for safety, we do ask owners of units with widths over 16ft (5 metres) to book with the Site direct.
The layout of some of our sites and/or narrow entrances may pose some difficulties for units over 7.62m (25ft), particularly when the site is busy. Owners of these units are asked to telephone the Holiday Site Manager in advance, who will make every effort to accommodate them.
Times of arrival and departure
Pitches are available at 12 noon on the day of arrival, but availability cannot be guaranteed before this time. Pitches should be vacated by 12 noon on the day of departure.
If the pitch is not required immediately by new arrivals, where possible, campers may be allowed to stay on a pitch until 5pm on day of departure after consultation and agreement with the Holiday Site Manager.
Arrival on Site
Holiday Site Managers are always keen to welcome new arrivals. Please report to reception on arrival and pay camping fees in advance.Under certain circumstances, the Holiday Site Manager may not be available to welcome you. If this is the case please follow any instructions displayed at reception and pitch your unit and report to the Holiday Site Manager later.
The 6m rule (20ft)
Units, excluding guy ropes, must be 6m (20ft) apart from adjacent units. This is a precaution against fire. Vehicles can be parked between units, provided that 3m (10ft) clear space is left within the 6m (20ft) gap at all times. This policy is in place for campers’ safety. If you are unsure how to pitch, please see a member of the site team who will assist you.
11pm – 7am
Barriers on all Club Sites are locked between the hours of 11pm and 7am, during which vehicular movement is prohibited on site. The Club asks members to observe this quiet time for the benefit of all campers using Club sites.
A full set of UK Club Site policies is on display at every Club site. Please ask your Holiday Site Manager for details.
4. Insurance
We advise members to take out insurance to cover the cancellation of holidays, health and personal property.
5. Amendment or Cancellation to the booking by the Club
We reserve the right to cancel or amend your booking for whatever circumstance, at anytime up to the day of arrival. We will notify you as soon as reasonably possible and endeavour to provide an alternative where practicable. We will retain your deposit for a booking later in the season, transfer it to another site or refund it to you. However, under no circumstances will any additional payment be made in compensation.
6. The Refund, Cancellation and Amendment Policy
Advance bookings
We will charge you a deposit of 25% of the total cost of a pitch (with a minimum charge of £25) at the time you make your booking. If the total cost of the booking is less than £25, we will charge the full cost at the time you make the booking.
Holding accounts – our ‘credit’ system
In some cases under this policy, we will hold your deposit, or any camping fees you haven’t used, in our ‘credit’ system. In these situations, the following conditions will apply, unless the relevant sections of this policy say otherwise.
- If we hold your deposit or any unused camping fees in our ‘credit‘ system, you can use them to make another booking at the same site or any other of our sites (except Damage Barton and Trewan Hall), as long as you take the booking within one calendar year of the date we entered the deposit or unused camping fees into the credit system.
- You can use the credit to pay a deposit or camping fees for a different booking at any of our sites (except Damage Barton and Trewan Hall).
- If you do not use the credit within one calendar year, you will not be able to claim it back.
Cancelling your booking
You can only cancel your booking through our Contact Centre or with the site direct. You cannot do so through the internet.
If you cancel your booking seven days or more before it starts, the following will apply.
- We will hold your deposit in our ‘credit’ system.
- If you have a genuine reason why you cannot camp (for example, an accident, illness or death), we will refund your deposit in full. We will only do this if you have set out the reason in writing and sent it to the sites department at our head office.
If you cancel your booking, for any other reason, less than seven days before it starts, we will not refund your deposit. If you are cancelling less than seven days before your booking starts, you must contact the site direct. The Contact Centre will not deal with any cancellations within this timescale.
If you do not turn up (‘no shows’)
If you do not turn up at a site you have made a booking for by 11pm on the first day of the booking (without letting the site know seven days or more beforehand), we will treat you as having cancelled the booking and you will not be entitled to a refund of your deposit.
We do not have a duty to keep your pitch free if you do not arrive by 11pm. However, if you arrive on the second day or later of your original booking (without letting the site know beforehand) and a pitch is still available, you will have to pay for the nights you booked but did not camp, as well as those nights you want to camp. We call these circumstances ‘no shows’.
Refunding camping fees on-site
If you are not happy with the site
In line with current practices, if you arrive on the site and pay in full for the period you plan to stay for, but you are not happy with any part of the site and want to leave within 24 hours of arriving, we will offer you a choice of one of the following.
- A transfer to another of our sites (except Damage Barton and Trewan Hall) – depending on whether a pitch is available – so that you can continue your holiday elsewhere using the camping fees you have already paid but not used.
Or
- A full refund of any camping fees you have paid but not used.
In these cases, the site must handle the matter direct.
If you decide to leave the site early
If you decide to leave a site early, the following will apply.
- If you have, in our opinion, a genuine reason for leaving the site early (for example, an accident or illness), we will hold your unused camping fees in our ‘credit’ system. The holiday site managers may do this transaction on-site (but must insert ‘Comments’ against the appropriate booking on our system for audit purposes). We will only consider paying any later refunds if you write to the sites department at our head office and ask for a refund.
- If you leave the site early for any other reason (including the weather, unless we class the conditions as being too severe to camp) or you leave early without giving a reason, we will keep any unused funds and you will not be entitled to a refund or for your fees to be held in our ‘credit’ system.
Sites where the ground is not suitable to camp
If, before you arrive, a site tells you that the ground is not suitable to camp on or has been flooded, we will offer you the following options.
- A full refund of the deposit you paid, or for us to hold the deposit as credit within our ‘credit’ system.
- If you are not able to use your ‘credit’ elsewhere within a year of the date the site cancelled your booking, you can ask for a full refund of the deposit you paid, as long as you write to our head office within 12 months. If you paid your deposit by credit or debit card, the site can refund the amount to that same card. If you paid your deposit by cheque, the site will need to send all the relevant details to the sites department at our head office for them to process.
If you are forced to leave a site early because of a flood, we will offer you the following options.
- A full refund of any unused camping fees, or for us to hold the same amount as credit within our ‘credit’ system.
- If you are not able to use the ‘credit’ elsewhere within a year of the date the site cancelled your booking, you will be entitled to a full refund of any unused camping fees, as long as you write to the sites department at our head office within 12 months to ask for a refund. If you paid your camping fees by credit or debit card, the site can refund the amount to that same card. If you paid your camping fees by cheque, the site will need to send all the relevant details to the sites department at our head office for them to process. If you have to evacuate the site quickly in an emergency, and there is not enough time to claim your refund, the site will contact you as soon as possible after the evacuation to deal with the matter.
Making amendments (changes) to advance bookings
For sites that are only open during the holiday season, you can make any amendments (not including cancellations) to your booking, either through the internet or the Contact Centre, before the site opens and up to seven days before the date your booking starts.
For sites that are open all year round (or once the seasonal sites are open), you can make amendments through the internet or the Contact Centre or by contacting the site direct, as long as there are at least seven days until your booking starts.
If you want to make amendments less than seven days before your booking starts, you must contact the site direct. (Whether they can meet your needs depends on what pitches they still have available.) You can only make amendments to the existing booking (that is, by adding days to or taking days off the original dates you booked). You cannot completely change the dates you booked, as we would have to treat this as a ‘cancellation’ with less than seven days’ notice.
7. Customer Grievances
If you have a complaint or problem at any time during your stay on site you should report and discuss it with a member of the site team. It is important that you give the site team an opportunity to put the matter right before you leave the site.However, should you feel the need to write to the Club, please address your correspondence for the attention of the Customer Services Officer in the UK Club Sites Department at Club Headquarters.
8. Brochure Prices
All prices quoted in ‘Your Place in the Country’ were correct at the time of going to press and will be the ones used in any dispute. ‘Your Big Sites Book’ is printed biannually, and as such fees shown for Club sites will be out of date in the second year of publication.
9. Promotions and Special Offers
Promotions or discounted offers are provided at the discretion of the Camping and Caravanning Club.All offers are subject to availability and may be withdrawn at any time.
10. Third Parties
Reference to any products, services, processes, trade names, trademarks or other information of third parties does not imply or constitute an endorsement, sponsorship or recommendation by the Camping and Caravanning Club. Links to other services not operated by the Camping and Caravanning Club are solely for your convenience. The Camping and Caravanning Club is not responsible for any products, services, processes, trade names, trademarks or other information provided by third parties.
11. Privacy Statement
The Camping and Caravanning Club respects your right to privacy. In the statement to follow you will find full details of how the Club protects and secures your personal information.
What information does the Club collect?
Monitoring your use of the Club website helps the Club determine activity on the website and which pages are most commonly accessed. This information is used to develop and improve our online services to Club members.Additionally, in the event of a breach of security this information may be used to aid detection.
What personal data does the Club collect?
Within our website there are certain areas which require you to submit personal information within a form, such as joining online; these are necessary to allow us to service your membership.This information may include name, address, email address, country of residence and your age.In addition, when joining or renewing your membership to the Club online we will need to know your Credit or Debit Card details and expiry date, along with issue number (for Switch only).The Club will never ask for this information from within an email that is insecure.
How is personal data secured?
All financial data gathered is processed through a 'Secure Server'.The link between your browser and the server is secure if your browser displays a small padlock or key symbol somewhere in the frame, or the address bar shows a web address beginning 'https://' (rather than http://).
How does the Club use your data?
- To process your new membership applications and renewals submitted to us
- To verify financial transactions
- To investigate and resolve any problems with any services supplied to you
- To improve the content of our web pages
- To carry out research on our visitors in order to improve the service offered to members
The Club may occasionally wish to use this data to send you information that may be of interest to you. This will only come from us or our dedicated Member Service providers. Any correspondence you receive will give you the opportunity to opt-out at any point if you would prefer not to continue receiving information.
Does the Club share personal details?
No, the Club has a policy to not provide your personal data to any third parties other than dedicated Member Service providers.
Links to third party sites
Our site contains links to external websites. The Club is not responsible for the accuracy, content or the privacy practices of third party websites.
Other important information
If you wish to contact The Camping and Caravanning Club to see a copy of all the personal information held about you or to amend your personal information please contact the Membership Department:
Address:
Membership and Member Services Manager
The Camping and Caravanning Club
Greenfields House
Westwood Way
Coventry
CV4 8JH
Telephone: 0845 130 7632
12. Your Responsibility
You must keep secure any means of identification which the Camping and Caravanning Club supplies to you in order to use services of the Club. You must supply accurate and not misleading information when using services of the Club.
13. Changes
The Camping and Caravanning Club may change or modify these terms at any time by posting such changes here.
14. Applicable Law and Jurisdiction
These terms shall be governed by English law. Any disputes involving the Club shall be subject to the jurisdiction of the English courts.
15. Sharing Information
Information is shared with a)our bank andb) involved third parties, e.g. Insurance, credit cards etc. When paying by credit or by debit card we pass your card details to our bank for authorisation of the transaction and for payment. We do not disclose your details to any other person without your consent unless there is an emergency situation that requires it or we are legally required to do so.
16. Definition of pitches
Club Standard Pitch
A grass pitch with no hardstanding or hire of electric hook-up. No additional fee payable.
Club Service Pitch
Includes the hire of hardstanding and/or electric hook-up. 2007 fees payable £2.75 per unit per night (except Adgestone, Cheddar, Chertsey, Keswick, Scarborough and Windermere £3.40 per unit per night)
Club Super Service Pitch
Available at Boroughbridge, Chertsey, Derwentwater, Scone and Teversal. Includes the hire of hardstanding and/or electric hook-up, water and waste drainage. T.V. points also available at Boroughbridge. Fees payable £5.35 per pitch per night.
On a number of sites – Chichester, Delamont Country Park, Haltwhistle, Kessingland, Ravenglass, Slingsby and Teversal – all pitches are classed as club service pitches and the fee of £2.75 will apply irrespective of whether the hire of hardstanding and/or the hire of hook-up are requested.
The vast majority of Club Sites have a combination of pitch types to offer. If a camper requests a Club Standard Pitch and none are available, they will be offered a Club Service Pitch if available. However, the appropriate fees per pitch per night will still apply.
In exceptional circumstances, such as poor ground conditions, the Holiday Site Managers may need to relocate campers to an alternative pitch category. In this case, if a unit is moved from a Club Standard Pitch to a Club Service Pitch and the facilities are not required, the fees will not apply.
17. Use of Club Sites
Camping and Caravanning Club sites are for recreational use only.Campers are not permitted to use Club Sites as a base for running a business, carrying out work or as a main place of residence.
Multiple 28-day bookings
A maximum of two 28-day bookings per season are permitted. The Club reserves the right to restrict/terminate such bookings at anytime should they be deemed not to be recreational.
Advance Booking Information
The Club accepts advance bookings on the understanding that the camper provides correct information at the time of booking. If information is deemed incorrect when the camper arrives on site, the Club reserves the right to refuse the booking if it cannot be accommodated.
18. Promotional Vouchers
The Camping and Caravanning Club issue promotional vouchers through various channels to reward existing members or to encourage non members to try our sites.
This policy applies to all promotional vouchers issued by The Club, any vouchers that do not have full terms and conditions stated on the actual voucher are covered by this Club Policy.
1. Only one promotional voucher can be used per visit to a Club Site, this amount will be deducted from the site fee for that visit
2. No cash alternative will be offered for any promotional voucher
3. Lost or stolen vouchers cannot be replaced
4. If the voucher has an expiry date and is not redeemed before that date it cannot be exchanged for cash or any other benefits
5. Change or monies will not be given if the face value of the voucher is in excess of the required amount
6. No photocopies will be accepted and The Club reserves the right to reject any voucher should it not appear genuine
7. These vouchers are only valid for use on UK Club Sites listed in Your Place in the Country.
