CLUB SITE POLICY

1. GENERAL

1.1 What this Site Policy covers. This Site Policy covers your stay at any of our Sites in the United Kingdom, whether the Site is exclusive to Members or not. You agree to comply with the terms of the Site Policy when making a Booking with us and attending any Site. If you or any of the occupants under your Booking fail to comply with this Site Policy, we may ask you to leave the Site, prevent you from making future bookings with us, and if you are a Member, we reserve the right to review your membership at any time. This policy is supplementary to the Member’s undertaking (signed by members when joining the Club).

1.2 Why you should read this. Please read this Site Policy carefully, as it sets out important information and your rights and obligations. Please note that on agreeing to the Terms and Conditions, you agree to this Site Policy, which becomes binding on you when we accept your Booking and a contract is formed.

2. USE OF THE SITE

2.1 Restrictions on you. You agree to comply with the following restrictions when making a Booking and visiting any of our Sites:

• 2.1.1 you must use our Sites for recreational purposes only (excluding for the purposes of hosting any stag, hen party, or similar party event) and you are not permitted to run or operate a business or otherwise carry out any form of commercial enterprise at any Site;
• 2.1.2 you must not drive or otherwise operate any vehicles on the Sites without holding a valid driving licence;
• 2.1.3 you must not advertise, promote or sell any services and/or goods during your visit to any Site, except with our permission;
• 2.1.4 you must not use any threatening, violent or otherwise harmful language or behaviour, or any other behaviour that would be deemed unacceptable by Us, at any time on our Site and whether to other campers or members of our staff on Site;
• 2.1.5 you are not permitted to sub-let your Accommodation or Camping Unit or assign or otherwise transfer your Booking to any person;
• 2.1.6 you must comply at all times with the terms of your Booking and you must not leave your Unit unoccupied overnight, except in unavoidable exceptional circumstances with the advance permission of our staff at the Site; and
• 2.1.7 you and any other persons who are subject to the notification requirements of the Sexual Offences Act 2003 may not use any Site operated under our control.

If you breach any of the above conditions or the Site Policy generally, we may ask you to leave the Site prior to the completion of your Booking. Should we ask you to leave, we may choose to refund any charges paid by you for the remaining nights of your Booking at our discretion.

2.2 Site restrictions. You agree to the following Site restrictions:

• 2.2.1 the Slapton Sands Site has limited capacity and only permits 8 caravans at any one time. When booking this Site for a caravan, the booking must be made by and occupied by at least one Member; and
• 2.2.2 you must not stay for more than twenty-eight (28) consecutive nights or twenty-eight (28) nights within one (1) calendar month at the following Sites (Hertford, Chertsey, Theobalds, Walton on Thames, Horsley, Kingsbury Water Park, Clent Hills, Wolverley, Salisbury, Devizes and Cambridge (“Short-Stay Sites”), whether staying at the same Short-Stay Site for this twenty-eight (28) day period or at multiple Short-Stay Sites over this period. Should you breach this restriction, you will be required to leave the Short-Stay Site, together with all of your belongings, for a period of five (5) consecutive nights and you will not be permitted to enter into any other Sites in our network during this time.

2.3 We reserve the right at any time to request valid evidence of your residential status in the form of a current council tax bill. You agree to cooperate with this request. You acknowledge that if your Booking Period(s) exceeds 60 nights (whether at one Site or multiple Sites) in any 3-month period, and you are unable to provide such evidence, we reserve the right to terminate the Contract with you and request that you leave the relevant Site. Should we ask you to leave, we may choose to refund any charges paid by you for the remaining nights of your Booking at our discretion. Failure to produce such evidence, may result in Us refusing all future bookings.

2.4 At the discretion of the Site Manager, some Members may stay on Site in a conventional Unit, whilst working in the local area.

2.5 If planning to use a non-proprietary camping Unit, such as a converted or self-build Unit, please seek approval from Customer Services before camping for the first time.

2.6 On a Site, the maximum occupancy per individual booking is 9 occupants, which may include up to 6 adults.

2.7 When making a booking for a touring pitch you agree that you are aged 18 years or over and have the authority of all persons within your party.

3. YOUR ARRIVAL AND CHECK IN

3.1 When you arrive at the Site, please:

• 3.1.1 make contact with a member of our staff at the Site so that we know you have arrived and can direct you to your pitch;
• 3.1.2 ensure, if you are a Member, that you have your membership card with you as proof of membership; and
• 3.1.3 familiarise yourself with any fire regulations and fire-fighting equipment at the Site.

3.2 You must not arrive before the arrival time stated in your Booking and in any event before 1pm on the day of your Booking. Arrival times may vary per Site so you must check your Booking confirmation for specific Site arrival times. If you are unexpectedly delayed on the day of arrival and expect to arrive after 8pm, please contact the Site on the telephone number set out in your Booking confirmation email.

3.3 You will only gain access to your pitch once you have made full payment for your stay as set out in your Booking confirmation.

4. YOUR PITCH

4.1 For your safety, we operate a "six metre rule" for touring and seasonal pitches, which is as follows:

• 4.1.1 all Units (excluding guy ropes) should be 6 metres apart from any adjacent Units in order to protect against fire.
• 4.1.2 your Unit (along with any ancillary equipment) must fit within the confines of your pitch whilst maintaining the 6-metre rule. If this cannot be achieved, you may need to purchase an additional pitch (if available) or remove the ancillary equipment.

4.2 Pup tents can be used for additional sleeping purposes only, for a maximum of 2 people and must fit within the confines of the pitch. More than one pup tent is acceptable provided that they are all within the confines of the pitch and used for sleeping purposes only. The 6-metre rule does not apply between the main unit and the pup tent, due to there being no cooking facilities allowed within the pup tent.

4.3 Combination Units (e.g. motorhome and caravan, or caravan and family tent) on a single pitch are not permitted at our Sites unless the other Unit is what we would identify as a pup tent.

4.4 Parking and electric vehicle charging: you agree to comply with the following parking terms:

• 4.4.1 you may park your vehicle between your Unit and another Unit, provided that 3 metre clear space is left between your vehicle and any adjacent Unit. Only one car per pitch is permitted;
• 4.4.2 where possible, please park your vehicle on site at right angles to a slope; and
• 4.4.3 Electric vehicles can be charged on site, however you are not permitted to charge any electric vehicle by plugging directly into the electrical bollard hook up point and must do so via your Unit. In periods of high demand, you will require our permission to charge any electric vehicle but only by plugging into your Unit.

4.5 You must ensure the mains electrical cables from the electrical bollard hook up point to your Unit and the Unit's installation are safe. All Units should be protected by a residual current device (RCD). For tent campers, this should be incorporated into a purpose made mains supply unit designed for tent camping conditions. We recommend that you use a cable length of at least 25 metres.

4.6 You are not permitted to use electric hook up splitters at any time at our Sites.

5. YOUR STAY ON SITE

5.1 Facilities. Any facilities on site are provided for your convenience and are included within your Booking at no extra cost unless otherwise stated. Please use all facilities responsibly.

5.2 Supervision of children. If you are staying with children, please make sure they are supervised and accompanied by an adult at all times. No children under the age of 18 years old are to be left unaccompanied on Site at any time.

5.3 Smoking. We consider the use of e-cigarettes, vapes and illegal substances to be equivalent to smoking cigarettes and as such, all legal requirements or prohibitions applicable to cigarettes will apply to the use of e-cigarettes at our Sites. We do not tolerate any breach of this policy which should be adhered to at all times in relation to their use during your stay (including that smoking e-cigarettes and/or cigarettes under the age of 18 years of old is prohibited).

5.4 Visitors. Visitors (i.e. people who are not under your Booking) are welcome at our Sites, provided that there are no more than 2 adult visitors (and any associated children) per pitch. Any visitors must depart the Site by 22:30. We ask that visitors remain respectful of other campers whilst on Site and that large groups do not gather.

5.5 Pets. There is no limitation on the number of pets allowed at any of our Sites and all pets are welcome, subject to your compliance with the following terms:

• 5.5.1 dogs must be kept on a lead of no more than 2 metres at all times when outside and on any Site property;
• 5.5.2 all dog breeds listed under the Dangerous Dogs Act 1991 are not permitted on Site at any time;
• 5.5.3 dog compounds and enclosures are permitted on pitches, provided that such a compound fits within the confines of your pitch, you set up appropriate screening, the dog remains on a lead at all times, and the compound is kept clean at all times;
• 5.5.4 with the exception of assistance dogs, pets are not allowed in the toilet block or other public or shared buildings on Site; and
• 5.5.5 you must clean up any mess made by your pet, and keep noise to a minimum;

5.6 If your pet is causing a nuisance to any other campers for any reason, and you are unable to resolve the issue, we may at our discretion ask you to remove the pet from Site, or to leave the Site and we will refund you the balance of fees relating to the remaining period of your stay.

5.7 Movement around Site. For safety of everyone at the Site, you must adhere to a 5mph vehicle and/or electric scooter/bicycle speed limit at all times. If using a bicycle on Site, please use appropriate protective and/or safety equipment (including bike lights and wearing reflective clothing in the dark).

5.8 Recreation. Games are permitted in designated recreational areas or areas agreed by our staff at a particular Site. Please check with us before playing. The launching and storage of jet skis and other large sporting equipment is not allowed on our Sites.

5.9 Noise. You must keep noise to a reasonable level at all times to avoid disturbing other campers at your Site. To minimise noise overnight, no noise or movement of vehicles is permitted between 11pm and 7am.

5.10 Generators: You may use generators provided that (a) you have the permission of our staff at the Site, who will advise of the most appropriate running times, and (b) they do not cause a disturbance to any other campers. We may ask you to refrain from using a generator if it causes a disturbance. Please check in advance of your Booking if you have a special requirement for extended generator use.

5.11 Vehicle repairs and cleaning. You are not permitted to receive any vehicle maintenance or repair services, unless such repairs are critical to allow your vehicle to safely leave the Site. If it is strictly necessary to clean your vehicle on Site, you must seek consent to this and it can be done discreetly in an area indicated by one of our staff. We do not allow third party contractors onto Site to clean Units.

5.12 Sanitation. Please do not leave any rubbish at the Site, and wherever possible, all waste must be disposed of in the available bins prior to your departure from the Site. Should you bring and use a chemical toilet with you, you may empty and clean the toilet at the designated chemical disposal point. You are prohibited from emptying or cleaning it anywhere else at the Site.

5.13 Barbecues. Unless otherwise stated, you may use barbecues during your stay, provided they are portable, they are solely used outside and not brought into your Unit at any time, and they are raised off the ground sufficiently to prevent damage when being used. Due to the risk of carbon monoxide poisoning, never take a barbecue inside your Unit for any reason.

6. YOUR SAFETY ON SITE

6.1 Our members of staff are there to ensure your safety, so please follow their instructions at all times.

6.2 Campfires are strictly prohibited on our Sites.

6.3 In the interests of safety, our staff may ask that you take down any awnings, gazebos and windbreaks and/or that you stop any prohibited activity (including, but not limited to, the use or setting up of any of the following whilst on Site: model aircrafts; drones; kites; sky lanterns; catapults; air guns; firearms; bows and arrows, and campfires).

6.4 If you wish to use a gas cylinder, it must not exceed 15kg and must be stored within your Unit's designated storage compartment.

7. YOUR DEPARTURE

7.1 Your pitch must be vacated by 12pm on the last day of your Booking. If you would like to extend your Booking, you must do so prior to 12pm on the last day of your Booking by speaking to a member of staff and payment must be made in full.

7.2 Please ensure that you dispose of any rubbish, waste water and chemical waste in the designated areas before you depart.

7.3 If you leave a Unit or other property at the Site without paying or without our prior agreement, we shall be entitled to make such arrangements as we may deem fit for the removal or storage of such property. The expense of such storage or removal shall be charged to you. If you fail to pay such an account within 14 days of an account being rendered, then we may make such further arrangements as it may deem fit to dispose of the property to reimburse ourselves for out-of-pocket expenses and to recover any unpaid fees due. You will also be prevented from making any further Bookings with us in the future.

8. LOST PROPERTY

8.1 Except for Excluded Items (as defined below):

• 8.1.1 all items of lost property will be retained for one full calendar month commencing on the day of your departure as stated in your Booking. For instance, if you depart our Site on 1 March, we will hold your items until 1 April.
• 8.1.2 if we can readily identify you or any individual under your Booking as the owner of an item of lost property, we will attempt to directly return the item to you or the individual under your Booking if you or they are still on Site, or we will contact you or the relevant owner by phone.
• 8.1.3 items not claimed after this one calendar month period will be donated to a local charity close to the Site. Any items that are not suitable or of use to any of the local charities will be disposed of.

8.2 Owners are responsible for the cost of reclaiming their goods from Site, such as our postal and/or delivery fees should we be required to send goods back to you.

8.3 For the purposes of this clause “Excluded Items” are as follows: credit or debit cards, items which arouse suspicion of danger to employees or to the public, unclaimed perishable goods, any item that has clearly been abandoned, or items of property in respect of which an owner would be expected to provide a description of the items lost. If you have lost any Excluded Item at our Site, you must sign for it when it is claimed and provide your full name and address.

9. LIABILITY

9.1 You are responsible for keeping your belongings safe. We accept no responsibility for any loss or damage to your property (or any property of any persons under your Booking), including personal belongings, cash, jewellery and motor vehicles, however lost or damaged during your stay.

10. QUERIES OR COMPLAINTS

10.1 Any cause for complaint should in the first instance be addressed with a member of the Site team. If in the unlikely event that the complaint cannot be resolved on Site then it should be addressed for the attention of the Customer Services Team, The Camping and Caravanning Club, Greenfields House, Westwood Way, Coventry CV4 8JH.

11. CLUB SITE SHOPS EXCHANGE AND REFUND POLICY

11.1 If any products purchased at our Site shops are damaged, unsafe, or not fit for the purpose for which they were sold at the time of sale, or you are not satisfied with the quality of the product you have purchased at one of our Site shops, please let a member of the Site staff know. We may, at our discretion, offer you an exchange or refund, provided that:

• 11.1.1 you have proof of purchase (including a receipt or bank statement showing the transaction); and
• 11.1.2 with respect to chilled and frozen products, that you return these products within their ‘use by’ or ‘best before’ date. If the ‘use by’ or ‘best before’ dates have expired on the particular chilled or frozen product you wish to return or exchange, we will not be able to offer you an exchange or refund.

11.2 All returns and exchanges must be made at the Site the goods were purchased. Please note that we do not offer any price match refunds relating to prices of goods/products available at other retailers.

11.3 Please note that the above exchange and refund policy is in addition to and does not affect any of your legal rights. If you have any queries or concerns regarding a purchase from one of our Site shops, please submit a complaint in accordance with our complaints policy set out in clause 10 above.