Self-Catering Terms and Conditions

BY CLICKING ‘ACCEPT’ ON THESE TERMS AND CONDITIONS AND/OR SUBMITTING A BOOKING FOLLOWING THESE CONDITIONS, YOU ARE CONFIRMING THAT YOU AGREE TO AND ACCEPT THE FOLLOWING TERMS WHICH WILL BE BINDING ON YOU WHEN USING THE WEBSITE AND/OR WHEN PLACING A BOOKING WITH US.

1. THESE TERMS

1.1 What these terms cover. These are the Terms and Conditions on which we supply services to you. They are legally binding between you and us, The Camping and Caravanning Club Limited. These Terms and Conditions will apply to your use of this website and any Bookings you make with us.

1.2 Why you should read them. Please read these Terms and Conditions carefully, as they set out important information and your rights and obligations. Please note that you must agree to these Terms and Conditions before you place a Booking. These Terms and Conditions tell you who we are, how we will provide the Services to you, how you and we may change or end the Contract, what to do if there is a problem and other important information.

1.3 Additional Terms: these Terms and Conditions incorporate any relevant Supplemental Terms and the Site Policy, which shall also be binding upon you. To the extent of any conflict or inconsistency, any applicable Supplemental Terms will take precedence over these Terms and Conditions and these Terms and Conditions shall take precedence over the Site Policy.

2. ABOUT US

2.1 Who we are. The Camping and Caravanning Club Limited is a company registered in England and Wales company number 00445520 and whose registered office is at Greenfields House, Westwood Way, Coventry, CV4 8JH and with VAT number 238458829 These Terms and Conditions cover services offered under the following website domain: https://www.campingandcaravanningclub.co.uk/

In these Terms and Conditions, “we”, “us”, “our” means The Camping and Caravanning Club Limited. “You”, “your” means the person applying for Services from us.

2.2 Restrictions: To accept these Terms and Conditions and make a Booking hereunder, you must:

(a) be aged 21 years or older; and

(b) have the permission of any persons under your Booking in order to make the Booking on their behalf.

2.3 How to contact us. We can be contacted by telephone on 02476 475087 or by using our online enquiry form available at Contact Us - The Camping and Caravanning Club.

2.4 How we may contact you. If we need to contact you, we will do so by telephone or by email provided to us in your Booking.

2.5 “Writing” includes emails. When we use the words “writing” or “written” in these terms, this includes emails.

2.6 “Accommodation” means the Site and the Self-Catering unit available to you under these Terms and Conditions (subject at all times to availability on our website).

2.7 “Booking” means your booking for the Services via this website or otherwise, which includes both bookings submitted and not yet accepted by us and bookings that have been confirmed by us in accordance with Clause 3.4 as the context so dictates;

2.8 “Booking Period” means the duration of your visit to a Site under your Booking, which shall be subject to a minimum period depending on the Accommodation selected;

2.9 “Deposit” means an advance payment relating to the provision of Services under a Booking;

2.10 “Member” means an individual who has purchased a membership to The Camping and Caravanning Club Limited.

2.11 “Non-Member” means an individual who is not a Member.

2.12 “Privacy Policy” means our privacy policy available to read at https://www.campingandcaravanningclub.co.uk/policies/privacy-policy/ (as may be updated from time to time).

2.13 “Services” means the services requested in the Booking, including the provision of the selected Accommodation and any associated camping services, which we will provide to you following Booking Acceptance.

2.14 “Site” means the location of the Services.

2.15 “Site Policy” means our Site regulations available at https://www.campingandcaravanningclub.co.uk/policies/ (as may be updated from time to time).

2.16 “Supplemental Terms" means any supplemental terms relevant to the Services under your Booking and available at https://www.campingandcaravanningclub.co.uk/policies/ (as may be updated from time to time).

3. OUR CONTRACT WITH YOU

3.1 When making a Booking, you will be required to select your Accommodation, confirm the Booking Period (subject to any minimum period as stated on the website), confirm the number of occupants under your Booking and provide your name and contact details as the main contact for your Booking along with the names of all adults in your party. Descriptions of the Accommodation available to you (including key facilities at each) can be found on the website.

3.2 Bookings via our website. When you submit a Booking on our website, this constitutes an offer by you to purchase Services in accordance with these Terms and Conditions. Please ensure you check that the details on the Booking are complete and accurate before you submit the Booking. Once you have completed the Booking details, you will then be required to make payment of the relevant Deposit. By making such payment, you confirm your acceptance of these Terms and Conditions.

3.3 Booking via telephone or in person. When you submit a Booking via telephone or in person, this constitutes an offer by you to purchase Services in accordance with these Terms and Conditions. If you would like to proceed with your Booking, you will be required to make payment of the relevant Deposit over the telephone or in person. Once payment has been made, you will be sent a confirmation email which will contain the details of your Booking and a link to these Terms and Conditions. Please ensure you check that the details on the Booking are complete and accurate and that you are happy to continue with the Booking subject to these Terms and Conditions. By continuing with your Booking following your email confirmation being shared, you will be deemed to have accepted these Terms and Conditions.

3.4 After a Booking is placed with us via our website or via telephone or in person, we will send a Booking confirmation to you via email assigning a Booking number to your Booking and accepting your Booking, at which point a legally binding contract is formed for the supply of the Services between you and us subject to these Terms and Conditions (the “Contract”).

3.5 We may reject a Booking at our sole discretion for various reasons, for example, because we can’t verify your age, contact details or because of any previous bad behaviour at our Sites. Where this happens, we will let you know as soon as possible and refund any sums you have paid to us in advance. We may also expel any guest or visitor for conduct, which in their sole view is detrimental to the Accommodation or the comfort of other visitors.

3.6 We have the right to refuse any Booking prior to it being confirmed by us (as set out in clause 3.4 above). All Bookings are subject to availability. We cannot guarantee that the Services (including any Accommodation) will be available at any given time.

3.7 Site staff, including contractors working on behalf of the Club reserve the right to enter the property at any time but will endeavour to do so when convenient to the guest and will make every effort to provide advance notice.

3.8 In the event of a refusal to hand over the Accommodation, the Club shall not be liable to make a refund of any monies paid.

4. ACCEPTED BOOKINGS

4.1 We shall supply the Services to you in accordance with the details of your Booking and the relevant descriptions of the Services on our website (“Service Description”). If you are a Member, you may review the details of your Booking on our website.

4.2 We reserve the right to amend the Service Description and/or any Booking if necessary to comply with any applicable law or regulatory requirement, or if the amendment will not materially affect the nature or quality of the Services.

4.3 We may amend your Booking at any time and we will notify you as soon as reasonably possible where any such amendment is made. If the amendment(s) are not acceptable to you, we will, upon your request, cancel the Booking and either refund all payments made by you relating to the Booking or transfer such payments to another booking (refunding to you any excess over and above the payment required for the new booking).

4.4 We will provide the Services to you with reasonable care and skill and in accordance with all applicable laws and regulations.

4.5 Bookings are not accepted for party events, stag or hen party groups, or similar.

4.6 The Club will not accept liability or responsibility for the death of or personal injury to the guest resulting from proven negligence of them. The Club will not accept responsibility for any loss or damage to the property of the guest, including personal belongings, cash, jewellery and motor vehicles, however caused during their stay.

5. BOOKING PERIOD

5.1 We will supply the Services to you for the Booking Period, as stated in your Booking.

5.2 During the term of this Contract, your Booking Period must not exceed that which is stated in your Booking. However, if you wish to extend or amend your Booking Period, please contact us directly and we will discuss this with you. Our ability to extend your Booking Period will be subject at all times to availability, payment in full in advance of the extended period requested and to the restrictions set out below and in our Site Policy.

6. COMMUNICATION WITH YOU

6.1 We will send you updates and may need to communicate with you at any time regarding your Booking. We will communicate by email, and we may also contact you via telephone.

7. Marketing communications will be sent to you based on legitimate interest. These can be unsubscribed from at any time via the link in one of the marketing emails received by you or by contacting us.

8. ACCEPTABLE USE

8.1 In relation to your use of our website and any information you upload or share to it, the following provisions shall apply:

8.1.1 you shall use our website at all times in accordance with any instructions or user guidance and these Terms and Conditions;

8.1.2 you must not knowingly transmit any data, send or upload any material that contains viruses, Trojan horses, worms or other harmful programs or similar computer code designed to adversely affect the operation of any computer software or hardware;

8.1.3 any information or material you share or upload must not infringe the intellectual property of any other person, and must not be fraudulent or misleading;

8.1.4 you shall keep confidential and not share with any third party your password or any access details; and

8.1.5 we may monitor, collect, store and use information on the use and performance of the website (including documents and data uploaded to it) to detect threats or errors to the website and/or our operations and for the purposes of the further development and improvement of our services, provided that such activities at all times comply with the Privacy Policy.

9. YOUR OBLIGATIONS

9.1 You shall with respect to the Services purchased from us:

9.1.1 read the Privacy Policy before providing any personal data to us;

9.1.2 ensure that any information provided to us is true, accurate and up to date;

9.1.3 co-operate with us in all matters relating to the Services;

9.1.4 provide us with such information as we may reasonably require in order to provide the Services, and ensure that such information is complete and accurate in all material respects; and

9.1.5 at all times comply with all applicable laws and regulations.

9.2 If our performance of any of the obligations under the Contract is prevented or delayed by any act or omission by you or failure by you to perform any relevant obligation (“Your Default”) without limiting or affecting any other right or remedy available to it, we shall have the right to terminate or suspend performance of the Services until you remedy Your Default, and to rely on Your Default to relieve us from the performance of any of our obligations in each case to the extent Your Default prevents or delays our performance of any of our obligations.

10. CHARGES AND PAYMENT

10.1 At the time of submitting your Booking:

10.1.1 the charges for the Services (including the Deposit and any VAT payable or other applicable taxes) will be as detailed on your Booking;

10.1.2 you will be required to make a Deposit payment to secure your Booking, in accordance with clause 10.2 below.

10.2 The amount of Deposit payable will be subject to:

10.2.1 the total cost of your Booking. A minimum deposit of 25% of the total cost of your Booking.

10.2.2 whether any promotional offer is used. Please refer to the specific terms applicable to the promotional offer, which to the extent of any conflict with this clause 10, will take precedence.

10.2.3 how far in advance of your visit the Booking is made. The total cost of the Booking is payable upon submitting your Booking if you are making a Booking within 28 days, after 1pm, with the exception of Loch Ness Shores Club Site, which will be for Bookings made after 2pm, less than 28 days before the first day of your Booking Period.

10.3 Bookings in a ‘dog friendly' accommodation, will be subject to a £10 cleaning fee, that will automatically be added to the total price.

10.4 The confirmation email for your Booking will specify the total charges for the Services (including any VAT payable or other applicable taxes) and, where applicable, the balance of the total cost less the Deposit paid. If there is a remaining balance payable, this will be automatically collected at the following time via the card used to pay your Deposit. If you are making a Booking before 1pm, 28 days prior to the first day of your Booking Period, the remaining balance will be collected at 1pm (with the exception of Loch Ness Shore Club Site, which is 2pm).

10.5 All payments will be made in pounds sterling (£) and can be made by credit or debit card online or over the telephone, or in person. We will store your card payment details via an encrypted token for the sole purposes of collecting your final balance in respect of your Booking. Otherwise, no card payment details are recorded, collected or stored by us, however we may use some information collected for the purpose of fraud and money laundering prevention.

10.6 Charges for the Services may change from time to time, and any promotional offers, deals or price discounts may be changed or withdrawn at any time at our discretion, but such changes will not affect any Accepted Booking. When using a promotional offer, deal or price discount, please refer to the specific payment terms applicable to that offer as stated on the website. In the event of a local visitor levy being applicable, this will be included at the point of Booking and may be applied retrospectively if legislation dictates this.

11. PROTECTING YOUR DATA

11.1 We will comply with applicable data protection laws at all times during the Contract and when processing your personal data.

11.2 For the purposes of this clause 9, “processing” and “personal data” shall have the meaning given to them in the UK and EU data protection laws (and “process” shall be construed accordingly)

11.3 Any information that you provide to support a Booking will be processed in accordance with our Privacy Policy. Our Privacy Policy also contains for information on the types of personal data which will be shared between the parties during the Contract.

12. LIABILITY

12.1 We are responsible for losses you suffer caused by us breaking these Terms and Conditions or the Contract, unless the loss is:

12.1.1 Unexpected. It was not obvious that it would happen and nothing you said to us before we accepted your Booking meant we should have expected it (so the loss was unforeseeable).

12.1.2 Caused by a delaying event outside our control. As long as we have taken the steps set out in the section we're not responsible for delays outside our control.

12.1.3 Avoidable. Something you could have avoided by taking reasonable action, including following our reasonable instructions as to the recreational use of the Site.

13. AMENDING YOUR BOOKING OR THIS CONTRACT

13.1 Withdrawing our Services: We can amend or withdraw our Services at any time. We will let you know as soon as possible in advance and will offer an alternative or will refund any sums you’ve paid in advance for Services that won’t be provided.

13.2 Booking errors: You should contact us immediately via our telephone number 02476 475087 if you think we have made a factual error on your Booking or if you would like us to clarify information on or regarding your Booking. For errors in Accepted Bookings, please quote your Booking number assigned to you in your acceptance email in all correspondence with us relating to the Accepted Booking.

13.3 Leaving early; If you leave the Accommodation or otherwise abandon your Booking prior to the end of your Booking Period, no refunds shall be payable to you.

13.4 Once full payment has been made, We are unable to make a change to your Booking, and you will need to request a cancellation of your Booking in accordance with the below.

14. YOUR RIGHTS TO END THIS CONTRACT

14.1 You may cancel this Contract and your Booking at any time, however when you cancel will affect your rights to a refund.

14.2 Unless your Booking states otherwise, your fees may be refundable depending on when you cancel the Booking:

14.2.1 if you cancel your Booking 29 days or more prior to the first day of your Booking Period, we will refund all the money you have paid, except the Deposit; or

14.2.2 if you cancel your Booking 28 days or less prior to the first day of your Booking Period and the full balance has been taken for your Booking, all monies will be retained.

14.2.3 if you fail to arrive at your Accommodation on the first day of your Booking Period and the full balance has been taken for your Booking, all monies will be retained.

14.3 Any request to cancel a Booking should be made in writing by email, by telephone, by using our online contact form or by attending the Site in person to cancel.

15. OUR RIGHTS TO END THIS CONTRACT

15.1 Any refunds owed to you in accordance with the above will be refunded to the payment card used for the original purchase.

15.2 We may end the Contract and/or amend or cancel your Booking due to adverse circumstances beyond our control. If this happens, we will do all that we can to arrange an alternative stay for you or change the dates of your Booking before we end the Contract. If we end the Contract, we will refund to you all fees relating to the cancelled period of your Booking. If the entire Booking is cancelled, all payments you have made in relation to the Booking including any Deposit will be refunded to you.

15.3 We may also end the Contract with you, and/or cancel any Booking and the provision of Services under that Booking, with immediate effect by giving you notice in writing if:

15.3.1 you don’t make payment when it is due and you still don’t make payment by the first day of your Booking Period;

15.3.2 during the Booking Period, you, or any of the occupants under your Accepted Booking are in breach of the Site Policy;

15.3.3 we suspect or detect any dishonesty or fraudulent activity which has been committed by you;

15.3.4 we suspect that you are not using our Services during the Booking Period for your own personal, non-commercial and lawful purposes;

15.3.5 you or any of the occupants under your Accepted Booking have behaved in an inflammatory, offensive, or otherwise unacceptable manner towards us or any of our employees or contractors acting on our behalf; or

15.3.6 any other reason which we deem it appropriate to end the Contract, acting reasonably.

15.4 If we end the Contract or cancel your Booking due to the reasons set out above, you may raise a complaint following the procedure set out below.

16. RESOLVING DISPUTES

16.1 Our complaints policy: If you have any complaint about the Services provided under the Contract (including if you are unhappy with the Site or your stay at the Accommodation under your Booking) you can raise the complaint in the first instance with a member of our staff at the Site. If the complaint cannot be resolved on Site, you may make a request in writing addressed for the attention of: Customer Services Team, The Camping and Caravanning Club, Greenfields House, Westwood Way, Coventry CV4 8JH. Our Customer Services Team will attempt in good faith to resolve any complaints as soon as they are able.

16.2 Resolving disputes without going to court: You may seek to rely on an alternative dispute resolution process, which is a process in which an independent body considers the facts of the dispute and seeks to resolve it without going to court. If your complaint is not resolved within a reasonable timeframe after you first notify us of the complaint in accordance with the Complaints Policy, you can submit the complaint to an applicable Alternative Dispute Resolution (ADR) Body. Such Alternative Dispute Resolution Body will not charge you for making a complaint. If you are not satisfied with the outcome, you can still go to court.

16.3 Going to court: These Terms and Conditions and the Contract are governed by English law and wherever you live you can bring claims against us in the English courts. If you live in Wales, Scotland or Northern Ireland, you can also bring claims against us in the courts of the country you live in. We can claim against you in the courts of the country you live in.

17. OTHER IMPORTANT TERMS

17.1 Your stay.

17.1.1 Location. All Accommodation is situated within The Camping and Caravanning Club Sites. Therefore, all Club Site policies must be adhered to, and a copy is available on the Club’s website.

17.1.2 Maximum number of nights. The Accommodation can only be occupied for recreational purposes and are subject to a maximum of 28 nights for any one visit. An interval of a least 7 nights must elapse before a return holiday. Please note when booking self-catering at Cheddar all stays must be 7 days or multiples of 7 days, starting on a Saturday.

17.1.3 Your arrival and departure.

(a) Arrival to the Accommodation must be between 16:30 and 19:30 to ensure a personal welcome and receipt of the property keys, with the exception of Cheddar where arrival times are between 16:00 and 18:00.

(b) When you arrive at the Site, please make contact with a member of Staff at the Site, so that we know you have arrived and can direct you to your Accommodation.

(c) All guests must vacate the property by 10:00 on the day of departure and keys must be returned to the Site reception.

17.1.4 Items not supplied. For all Accommodation, except Braithwaite Village Lodges, your own bedding and bed linen, towels and tea towels are required, as these are not supplied. Toiletries are not supplied. Toilet, shower and dishwashing facilities can be accessed on the Site. Please note these are shared facilities.

17.1.5 Occupants. The number of people occupying the Accommodation must not exceed the number booked. You and all members of the party further agree not to use the Accommodation for any commercial purpose, including without limitation assigning or subletting it or otherwise allowing anyone to occupy the property, which has not previously been accepted by the Club. Site staff reserves the right to refuse entry to the entire party if this condition is not observed.

17.1.6 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.

17.1.7 Guests. Any guests undertake to keep the premises and all furniture, fixtures, fittings and effects in or on the property in the same state of repair and condition as found at the commencement of the holiday (reasonable wear and tear excepted). A full contents inventory is available at each property for Guest’s information. Any costs incurred to repair or replace damages caused by guests will be reclaimed by the Club against the person making the booking.

17.1.8 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, that all Club polices are adhered to and that large groups do not gather.

17.1.9 Vehicles. Only one car may be parked in the area adjacent to the Accommodation. A second car may be parked within the Site car park, if one on Site, subject to the discretion of the Club Staff at the Site and there being space available.

17.1.10 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, including within the Accommodation. 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 is prohibited).

17.1.11 Pets.

(a) Where pets are not permitted in the Club’s self-catering Accommodation they must not be kept in motor vehicles or pup tent as a result.

(b) Where pets are accepted, they must be kept under control and on a lead of no more than 2 metres at all times. If your Accommodation accepts pets, it will be stated on the product page of the website. They should be exercised in designated areas provided on site and if not available, offsite. Owners are responsible for clearing up any areas fouled by their pets on site and if your pet causes disturbance to others you will be asked to remove it from site.

(d) With the exception of assistance dogs, pets are not allowed in the toilet block or other public buildings. We would ask bookings of this nature are made through the Club’s Service Centre, to allow us to discuss this with you.

17.1.12 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.

17.2 Events beyond your or our control.

17.2.1 Neither you or we shall be in breach of the Contract nor liable for delay in performing, or failure to perform, any of your or our obligations under the Contract if such delay or failure result from events, circumstances or causes beyond your or our reasonable control.

17.2.2 If your Booking is postponed by us due to an event outside our control, such as extreme weather conditions making our Sites unsafe, we will contact you as soon as possible to let you know and do what we can to offer a solution. As long as we make reasonable attempts do this, we won't compensate you for the delay, but if the Booking is likely to be substantially postponed we will amend the Booking or end the Contract, and you will receive a refund for the fees which you have paid in advance for the Services not received, less reasonable costs we have already incurred.

17.3 Transfer of Contract. You may not transfer your Contract with us to someone else.

17.4 Confidentiality.

17.4.1 You and we shall not at any time disclose to any person any confidential information concerning the business, affairs, customers, clients or suppliers of the other, except as permitted by clause 17.4.2

17.4.2 We may disclose your confidential information:

(a) to the extent necessary to perform our obligations under the Contract; and

(b) as may be required by law or a court of competent jurisdiction.

17.5 Entire agreement. The Contract constitutes the entire agreement between you and us and replaces all previous agreements, promises, and understandings between you and us.

17.6 No sponsorship: reference to any third party products, services, processes, trade names, trademarks or other information of third parties (“Third Party Material”) does not imply or constitute an ownership, endorsement, sponsorship or recommendation by us of such Third Party Material and we have no responsibility relating to, or liability arising in respect of, any Third Party Material. Links on our website to any services not provided by us are solely for your convenience and we shall have no liability with respect to any such services.

17.7 Changes to the Contract. Except as set out in these Terms and Conditions, no changes can be made to the Contract unless changes are agreed in writing and signed by you and an authorised representative of us.

17.8 Changes to these Terms and Conditions. We may make changes to these Terms and Conditions at any time, however, the terms which apply to the Contract will be those in force at the time that the terms were accepted by you and/or the Booking was submitted to us.

17.9 Records. You should print out or save a copy of these Terms and Conditions for your records, as we will not save or file a copy for you. These terms are only available in English.

17.10 Delay in enforcing rights. You or we might not immediately enforce a right we have under the Contract, but that does not mean that either of us can’t enforce that right later. You or we only give up our rights or remedies if this is set out in writing. When we or you give up any rights or remedies under the Contract or by law in this way, this doesn’t mean that we or you are agreeing to give up any subsequent rights or remedies.

17.11 If a court invalidates some of the Contract, the rest of it will still apply. If any provision or part-provision of the Contract is or becomes invalid, illegal or unenforceable, it shall be deemed deleted, but that shall not affect the validity and enforceability of the rest of the Contract.

17.12 Notices.

17.12.1 Any notice given to a party under or in connection with the Contract shall be sent by email to the following addresses, unless otherwise agreed between you and us:

(a) in the case of us: customerservices@campingandcaravanningclub.co.uk; and

(b) in the case of you: your email address, as specified in your Booking submission.

17.12.2 Any notice shall be deemed to have been received:

if sent by email at the time of transmission, or, if this time falls outside business hours in the place of receipt, when business hours (8.00am to 5.30pm (GMT) Monday to Friday on a day that is not a public holiday in the place of receipt) resume.

17.12.3 This clause relating to notices does not apply to the service of any proceedings or other documents in any legal action or, where applicable, any other method of dispute resolution.

17.13 Third party rights. These Terms and Conditions are between you and us. No other person can enforce it, end it, or change the terms of it.