Terms & Conditions


Updated January 2021

Contract The contract is for the hire of the property for short term holiday letting and will be formally entered into between the Property Owner (“Owner”) and the Hirer (“Hirer”) when the required deposit payment has been received. The payments and booking process will be handled and administered by the Owner.

Payment terms A non-refundable deposit of £100 is required to secure the booking and needs to be made within THREE days of the date the contract is confirmed by the owner. The booking will be held for that time but not fully secured until the deposit is received. The balance of the total will be due for payment six weeks before the start of the holiday and a reminder email will be sent to the Hirer prior to this. If the booking is made within six weeks of the start of the holiday the full amount for the booking must be paid within three days.

If the deposit is not paid within three days, the Owner will contact the Hirer to establish if the booking is still required. No response from the Hirer will result in the booking automatically being forfeited.

Failure to make full payment of the balance in the time period stated above will result in the booking being cancelled and the deposit being forfeited unless pre-arranged between the Hirer and the Owner.

All payments will be acknowledged by the Owner and payment reminders sent by email (or post if no email address is available)

Payments Payments can be made by bank transfer and only in £ sterling. All necessary payment details will be supplied when the contract is confirmed.

Please allow 48 hours for payments to be acknowledged.

Cancellation It is an important condition of the Contract that the Hirer should notify the Owner as soon as possible should a booking need to be cancelled, by telephone or email.

The Owner strongly recommends holiday cancellation insurance be taken out to cover the Hirer.

If the Hirer has holiday insurance to cover cancellation, please inform the Owner immediately so that they can provide you with written evidence required to enable a claim on the insurance.

Should it be necessary for the Owner to cancel any bookings the only liability they have will be to return any payments received from the Hirer in full.

Refund Policy

Number of days before the start date of your trip that we receive your notice to cancel (or on which you are deemed to have cancelled) Cancellation charge
More than 70 days   Full Deposit
57 to 70 days   50% of total accommodation cost  
43 to 56 days   60% of total accomodation cost
29 to 42 days   75% of total accommodation cost
8 to 28 days   90% of total accommodation cost
7 days or less   95% of total accommodation cost

Part Cancellations

If any person(s) in your party needs to cancel, this will not affect the total cost of your booking.

No refunds are payable in the event that you cut short your stay.

Changes by the Owner

The Owners do not expect to have to make any changes to your booking. However, sometimes bookings have to be changed or mistakes have to be corrected. The Owner, have the right to do so.

If the Owners do need to make changes, you will be contacted by phone if reasonably possible in the case of a significant change or by email in the case of a minor change as soon as is reasonably practical. We will explain what has happened and let you know about the change. However, we will have no further liability to you.

Cancellations by the Owner

If the Owners cancel your booking or are prevented from providing the accommodation you have booked, you may choose to:

(i) request a voucher with a redemption value equal to the amount previously paid by you for the booking – the voucher terms and conditions will be available before you make your choice under this clause; or

(ii) obtain a refund of the amount already paid by you for the booking.

Events Beyond Our Control

Except where otherwise expressly stated in these Booking Conditions we will not be liable or pay you compensation, if our contractual obligations to you are affected by “Events Beyond Our Control”. For the purposes of these Booking Conditions, Events Beyond Our Control means any event beyond the Owner’s control, the consequences of which could not have been avoided even if all reasonable measures had been taken. Examples include warfare and acts of terrorism (and threat thereof), civil strife, significant risks to human health such as the outbreak of serious disease at the travel destination (including epidemics, pandemics and the ongoing effects of the Covid -19 pandemic) or natural disasters such as floods, earthquakes or weather conditions which prevent you from travelling to the travel destination and/or make it impossible to travel safely to the travel destination or remain at the travel destination, the act of any government or other national or local authority including port or river authorities , industrial dispute, labour strikes, lock closure, natural or nuclear disaster, fire, chemical or biological disaster, unavoidable technical problems with transport and all similar events outside the Owner’s control.

Hirer’s Responsibilities the Hirer is responsible for the property hired and is expected to leave all equipment and utensils, fixtures and fittings etc and the property itself in the same order in which it was presented.

It is an ESSENTIAL part of the contract that all damages, breakages and problems be reported as soon as they occur to the Owner. This will enable the owner to attend to the problem during your stay or plan for repairs/maintenance/replacement during the changeover at the end of the booking. Problems that are not reported during the booked period will have no validity after the booking period.

The Owner reserves the right to charge for any damages/breakages/extra cleaning which is deemed outside the normal wear and tear and Hirers are deemed jointly or severally liable. Hirers should not assume that the insurance policy in place at the property will be used to cover damage/replacement costs. If substantial damage/repairs costs are incurred and the Hirer does not agree to pay the costs, the Small Claims Court may be used to recoup these.

The Owner expects the accommodation to be left in a reasonably clean and tidy state on departure. If, in the Owner’s or the Owner’s representative’s opinion, additional cleaning is required, you will be liable to the Owner for the cost of this cleaning.

The Hirer is required to observe and adhere to the requests and instructions in the individual properties.

The Hirer must not use the property or allow its use for any dangerous, offensive, excessively noisy, illegal or immoral activities or carry on there any act that may be of nuisance or annoyance to the property neighbours. This would be deemed a serious breach of the terms of the Contract and the Owner has the right to terminate the Contract with immediate effect in this instance.

Norfolk Broads and Coast owners, employees and representatives shall not be liable to the Hirer or any member of the Hirers party for loss or damage to their property howsoever arising. You must take all necessary steps to protect and safeguard your personal property.

Owners Responsibilities The Owner is responsible for ensuring the property is supplied to the Hirer clean and with all appliances/devices/furniture in proper working order. The Owner is also responsible for dealing with any problems. Equipment malfunction etc and will make best efforts to remedy any problems that occur during the Hirers stay when they are advised of them. The Owners details are included in the information folder for each property.

The Owner cannot be held responsible for noise or disturbance which comes from beyond the boundaries of the accommodation or which is beyond the Owner’s control.

If we know about a problem before you arrive, we will contact you to let you know. We cannot be held responsible for the breakdown of mechanical equipment such as pumps, boilers, electrical equipment, nor for the failure of public utilities such as water, and electricity.

Arrival and Departure The properties will be ready for your arrival after 4pm and need to be vacated by 10am on your day of departure to allow for full clean and changeover, unless otherwise agreed with the Owner prior to arrival. Earlier arrivals and later departures are sometimes possible, but this will depend on adjacent bookings and is solely at the discretion of the Owner.

Occupancy Under no circumstances may more people stay at each property than there are bed spaces, this is an important insurance requirement.

The number of guests in the original booking confirmed with the Owner cannot exceeded without notification to the Owner before commencement of the hire period.

Access and Arrival Access and arrival arrangements will be provided by the owner approximately two weeks before the commencement of the hire period unless the booking is made within two weeks of the arrival date, in which case the details will be sent when full payment is received.

Electricity charges Electricity charges are included in the cost of renting the property.

Property Rules Each property has its own set of polite requests for guests but both properties do not allow smoking inside.

Owner Access Owners and their representatives are entitled to enter the property at anytime but will always endeavour to contact guests to arrange a mutually convenient time.

Unreasonable behaviour

The Owner can refuse to hand over their accommodation if the unreasonable behaviour of anyone in your party is likely to cause offence to other guests, members of staff or neighbours, or if the Owner has reasonable cause to believe you or any member of your party will cause damage or loss to the accommodation, its services or facilities. If this happens, the contract between you and the Owner will end and you will not receive any refund and neither we nor the Owner will have any further responsibility to you.

The Owner can end a stay after the keys have been handed over, if the unreasonable behaviour of anyone in your party (including anyone invited into the accommodation by you) is likely to spoil the enjoyment, comfort or health of other guests, residents, neighbours or members of staff or where you or any member of your party (or anyone invited into the accommodation by you) has broken or is likely to break any of these booking conditions, the

Owner’s terms and conditions or any other terms and conditions applicable to the accommodation which you have been told about. If this happens, you will have to leave the accommodation immediately and no refund will be given. You may also be responsible for any costs the Owner incurs as a result of your behaviour.


You are required to inform the Owners, as soon as possible, if you are dissatisfied. This means on arrival if you are immediately dissatisfied or during your stay as soon as you become dissatisfied. You must provide an immediate opportunity for the Owner to put right anything that is wrong before the end of your stay.