BOOKING TERMS & CONDITIONS

Osborn Leisure Lodges, Camping and Touring
Booking Terms and Conditions – Revised 2020

In these booking conditions, ‘you’ and ‘your’ means all people named on the booking form
(including anyone who is added or replaced at a later date). ‘The owners’, ‘we’, ‘us’ and
‘our’ means
Osborn Leisure LLP of Chestnut Meadow, Ninfield Road, Bexhill-On-Sea, East Sussex,
TN39 5JG .
Permitted arrival/departure time
Camping and touring
Arrive: 2p.m. – Latest admission to the park by 7 p.m.
Depart by: 11:30 a.m.
(unless we tell you otherwise, for example on your confirmation)
On-site Lodge & Cabin Accommodation
Arrive: 4pm
Depart by: 10am
(unless we tell you otherwise, for example on your confirmation)

 

BOOKING, CONFORMATION & PAYMENT


All bookings depend on the property and other requested extras being available. You, as
the person in charge of the party (“the party leader”), must be at least 21 years old at the
time of the booking. You are responsible for ensuring that other members of your party are
fully aware of the conditions of booking. All other members of the party must authorise you
to make the booking on the basis of these booking conditions. By making the booking, you
confirm that you are authorised to make the booking and that all other members of the
party agree that the booking will be governed by these booking conditions. You as the party
leader, are responsible for making all payments due to us.
As long as the property is available and we have received all the relevant payments from
you, we will give you written confirmation as soon as reasonably possible, your booking is
provisional until we confirm it in writing. This confirmation will show your booking details,
the amount you have paid and the amount you still owe for the booking. Your binding
contract with us will begin when we issue you with the written confirmation. If we pay the
deposit into our bank account, it will not mean we have accepted a booking unless we have
issued you with a written confirmation. We will give you written confirmation either by
email or post. If you book with us online, we will acknowledge that we have received your
booking and then send you confirmation by email. If you book by phone, we will send your
confirmation 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 emails regularly and let us
know about any change to your email address.
We have the right to refuse any booking before we send you your written confirmation. If
we do this, we will tell you in writing and promptly refund any money you have paid to us.
As soon as you receive your confirmation, you must check the details carefully. If anything
is incorrect, you should tell us immediately.
Included in your written confirmation will be a request to provide us with the names and
ages (if under 18) of the members of your party. This should be done via the link provided
in your written conformation email alternatively you can email the details to
team@osborngroup.co.uk or telephone 01825 732617. Failure to provide these details will
be regarded as a breach of these booking conditions.
Where we offer the option of a provisional booking, the property will be released for
general sale after the agreed time period unless you fully confirm the booking.
Even if we have sent a written confirmation, we have the right to cancel a booking where
there are reasonable grounds to believe that (i) it is not legitimate (ii) you are likely to
breach any of our booking conditions (iii) information supplied by you in relation to your
booking is incorrect (iv) you have behaved in a vexatious, abusive or unlawful manner to us,
our other guests or to our staff. If we cancel your booking, we will tell you in writing.
Once a booking has been confirmed, a contract exists and you are responsible for the
payment of the full rental.
Bookings are accepted on the understanding that the property is for holiday use only for the
period confirmed on the receipt and that no right to remain in the property exists for you or
anyone within your party (including anyone invited into the property by you). If you remain
occupying the property after the period confirmed on the receipt, you will be responsible
for paying the full rental costs and any additional costs arising.
A booking is only confirmed once a deposit payment has been received. The deposit is 25%
of the total cost. Deposits are non-refundable and non-transferable. Please note that for online bookings,

 bookings are only confirmed once your on-line booking had been manually
processed and payment taken.
All balances must be paid in full 30 days before your arrival. No refunds will be given for any
changes made to your booking within 14 days of your arrival.

 

MAXIMUM GROUP BOOKING IS NOW 4 PITCHES 

 

– larger groups are by prior arrangement
only.
If payment is being made by card Chestnut Meadow Camping, Caravan & Lodge Park
will debit the balance from your card 30 days before arrival, or if the arrival date is sooner
than 30 days then the balance will be taken immediately.
You can also opt to pay the full amount at the time of your booking.
Payment methods accepted on the park
Bank transfer
Cash
Maestro
MasterCard
Visa
Bookings are nominative and non-transferable.
Bookings must not be for more than 21 consecutive nights.
If you do not pay any payment due in relation to your booking by the appropriate date, we
are entitled to assume that you want to cancel your booking. If your bank refuses to make
your payment for any reason, we are entitled to make an administration charge of £35.

 

PRICING


We keep the prices charged under constant review and the prices of unsold property may
be increased or reduced at any time. We may also correct mistakes in pricing of unsold
property at any time. We will confirm the price of your booking when you make it. As
changes and mistakes can happen, you must check the price and all other details of your
chosen property and extras at the time of booking.
All property prices are for the property as a whole and are not on a per person basis, except
when an extra person charge applies.


ENTRY TO THE PARK


Admission is only permitted after registering at reception.
Under 18s must be accompanied by their parents or legal guardians.
No additional visitors are allowed on to the camping field, lodges, cabin or facilities.
Site entry – Pitches and Pods & Lodges
At check-in you will be required to pay a £10.00 cash deposit for a barrier entry system
swipe card,
this will allow you vehicle access through the barrier entry system.
The cash deposit will be refunded on departure when returning the gate badge/barrier
pass/toilet keys.


PITCH OCCUPANCY


Your pitch booking includes your unit – 1 x tent, caravan or motor home, 1 car, an awning,
this includes tent awnings and 1 gazebo with sides under 3m or a pup tent (height below 1.2
m for children only) Group bookings of 4 or more units (e.g. tent, touring caravan, motorhome or
accommodation hire) travelling together must call reception on 01424 892361 as they will
not be permitted on our online booking channels. No hen/stag parties.
Single-sex bookings of 6 or more people (couples and immediate family members excepted)
are not permitted via our online booking channels.
Extra items must be booked in and paid for and are only allowable if there is 

enough space on your pitch for their safe erection.
16 amp electric hook-up is available by pre-payment Cars – 1 vehicle ONLY

 is included in your pitch price, extra vehicles are to be paid for at the
appropriate rate. Maximum of 6 persons to a pitch

GAZEBOS


All sides under 3m. For health and safety reasons they must be open structures and must be
located safely on your pitch.
Event Shelters and large gazebos– only allowed subject to space and at the appropriate cost.


MOTOR HOMES


Max length 28ft and if converted must be fully equipped with windows and cooking
facilities, afraid a mattress in the back and a camping stove doesn’t qualify as a motor home
NO VEHICLE OR CARAVAN WASHING on site without authorization from site staff
NO COMMERCIAL VEHICLES – Sorry, NO commercial vehicles are allowed. They are allowed
in to unload whilst you set up but must be returned to the car park.
Please call us to check if you have any queries.

RUBBISH / WASTE


There are bins provided for standard general waste however we cannot accept large items
such as camping paraphernalia, large broken items, TV’s, Mircowaves, broken chairs and
tables as examples. We respectfully ask that you take those items home with you for the
safe disposal at relevant tips. Anyone found ignoring this will be asked to take the unaccepted waste away 

or face a charge for us to dispose of it. If you are unsure about an
item please just ask at reception.
Behaviour in all areas of the site for the benefit of all our guests.
You and all members of your party agree:
• To keep the property or pitch area clean and tidy;
• To behave in a way at all times while on our property which does not break the law;
• Not to allow a registered sex offender to stay on the site
• Not to allow anyone to stay who we have not previously accepted as a member of
your party;
• Not to behave in an anti-social manner, breach the peace or otherwise act in a way
which may disrupt or affect the enjoyment of others.
• To only use a hot tub if it is part of the accommodation your party has hired.
• We have a zero tolerance policy to illegal drug use on our sites and in our properties.
If a member of staff is suspicious that any member of your party is involved in the
mis-use of illegal drugs whilst on our property the entire party will be instructed to
leave with immediate effect.


OUR LODGES


We have the following conditions on your stay in our lodges:
Arrival and departure – You can arrive at your property at any time after 4pm (unless we tell
you otherwise, for example on your confirmation) on the start date of your rental
period. You must leave by 10am on the last day. Depending on availability, we can also
offer an early check in or late check out. There is a charge for these, please contact our sales
team on team@osborngroup.co.uk or 01825 732617 for prices and availability.
If your arrival will be delayed beyond 8pm on the start date of your rental period, you must
contact us. If you fail to do so, you may not be able to get into the property. If you fail to
arrive by 12 noon on the day after the start date of your rental period and you do not let us
know you are arriving late, we may treat your booking as having been cancelled by you. In
this situation, we will not refund any money you have paid.
Behaviour – You and all members of your party agree:

• To keep the property clean and tidy;
• To leave the property in a similar condition as you found it when you arrived;
• To behave in a way at all times while at the property which does not break the law;
• Not to use the property for any illegal or commercial purpose;
• Not to allow a registered sex offender to stay in the property;
• Not to sub-let the property or any part thereof or otherwise allow anyone to stay in
it who we have not previously accepted as a member of your party;
• Not to behave in an anti-social manner, breach the peace or otherwise act in a way
which may disrupt or affect the enjoyment of others.
• To strictly adhere to the rules of the hot tubs. Signage for safe and allowed use is
displayed both beside the hot tub and within the lodges.
• To only use a hot tub if it is part of the accommodation your party has hired.
• We have a zero tolerance policy to illegal drug use on our sites and in our property. 

If a member of staff is suspicious that any member of your party is involved in the misuse of 

illegal drugs on our property the entire party will be instructed to leave with immediate effect.
Maximum occupancy – You also must not allow more people than the booking states to stay
overnight in the property. You cannot arrange for visitors to the property without the
advance consent of us. You cannot significantly change the number of adults or children
during your stay. (For example, if you book for two adults and two children, you cannot
arrive with four adults and no children.) If you do any of these things, we can refuse to
hand over the property to you, or, we can repossess it. If we do this, we will treat this as
you cancelling the booking. In these situations, you will not receive a refund of any money
you have paid for your booking. We will not be responsible to you as a result of this
situation. (This will include, for example, any costs of expenses you have to pay due to not
being able to stay in the property, such as the cost of finding other accommodation.) We
are under no obligation to find any alternative accommodation for you.
Children under 14 years of age must not be left unattended in the property.
You and your party are welcome, at their own risk, to use the garden and public areas
including garden furniture and children’s play equipment. You must supervise your party
and make your own inspections to ensure that barbeques, garden furniture etc. are safe,
suitable and properly used. Any item that becomes unsafe should be withdrawn and
brought to our attention. If you are in any doubt with any of the restrictions 

above please call us 01825 732617 or email team@osborngroup.co.uk 

so that you can satisfy yourself that you are complying with any relevant conditions. 

With advance notice our team will be happy to help you as much as possible.


DOGS


We do not accept dogs in our lodge accommodation.
If we have agreed that you shall bring a dog(s) over one year old into the touring field or
cabin, you undertake to abide by the rules relating to dogs and also as a condition of this
booking warrant that your dog will be controlled and supervised at all times by a
responsible adult and will not cause damage or nuisance (particularly excessive barking)
during the holiday. If you bring your dog with you, it is not allowed on beds or furniture. Do
not take your dog into the children’s play area. If your dog fouls anywhere on the site,
including the woodland areas and field, the mess must be removed immediately, bagged
and discarded in a dog bin. You must bring your own dog’s bed. You must not leave any dog
unattended on our property. You must keep dogs on a lead within the boundaries of the
site. You must bring your own dog’s feeding and drinking dishes. Do not use any of the
crockery provided in your property. Under extreme circumstances and at our discretion
guests may be asked to remove their dog from the site.
If you or any member of the party has a pet allergy, we cannot accept any responsibility for
any subsequent health reaction if staying in the Cabin.
No Smoking – All of our lodges, cabin and facilities are no smoking (including E-cigarettes).
Any item left in the property when you depart must be claimed within one month after
which time we will dispose of it. An appropriate sum (minimum £5) to cover post, packing
and administration must be sent before the item can be forwarded.

DAMAGE


You are responsible for and agree to reimburse us all costs incurred by us as a result of any
breakage or damage in or to our property which is caused by you or any members of your
party or any other persons invited into the property by you. You must inform us as soon as
reasonably possible that any breakage or damage has occurred. We can ask for an extra
payment from you to cover any such costs. In many (but not all) instances, so long as we
have been informed immediately, there would not be a charge.
We expect the property to be left in a reasonable state on departure. If in our opinion,
additional cleaning is required, you will be liable for the cost of this cleaning.

RIGHT OF ENTRY


We are allowed to enter the lodges or cabin (without letting you know first if this is not
practical or possible) if special circumstances or emergencies happen (for example if repairs
need to be carried out) or if you break any of these booking conditions. We are also
allowed to enter the property to inspect it (including but not limited to where you have
complained about the property). We or our representatives are allowed to access the
property at 10am (unless another departure time has been previously arranged) on the
booked day of your departure. You agree to allow us or our representative

 (including workmen) access to the property as required by this clause.


UNREASONABLE BEHAVIOUR


We can refuse to hand over our property if the unreasonable behaviour of anyone in your
party is likely to cause offence to other guests or members of staff, or if we have reasonable
cause to believe you or any member of your party will cause damage or loss to the property,
its services or facilities. If this happens, the contract between you and us will end and you
will not receive any refund and we will have no further responsibility to you.
We 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 property by you) is likely to spoil the
enjoyment, comfort or health of other guests or members of staff or where you or any
member of your party (including anyone invited into the property by you) has broken or is
likely to break any of these conditions. If this happens, you will have to leave the property
immediately and no refund will be given. You may also be responsible for any costs

 we incur as a result of your behaviour.


HOT TUB


Where the property has a hot tub installed, you and your party undertake to abide by the
rules relating to the use of the hot tub, detailed in the Guidelines. Details of the safe and
appropriate use of the hot tub are also displayed both inside the lodge and next to the hot tub.


CANCELLATION DUE TO EXCEPTIONAL CIRCUMSTANCES


In certain exceptional circumstances cancellation cannot be avoided by either ourselves or
our guests. An example of this is during the Covid-19 pandemic and the subsequent
government lockdown of the UK. In such circumstances we appreciate the cancellation
policies have to be relaxed and fluid to keep pace with a national situation. In this event
please refer to our website for specific information or contact team@osborngroup.co.uk 01825 732617.
Cancellation policy for touring, camping & Pod bookings
No refunds within 2 weeks of arrival date. No refunds/discounts for inclement weather, late
arrivals or early departures. If you need to cancel or amend your booking, please give as
much notice as possible so that someone else has the chance to book.
You may wish to buy holiday insurance for cancellations and for your property/injury whilst
away. Please note that your deposit is paid to our online booking channels and is non-refundable.


CANCELLATION CHARGES 

Notice Given Cost
More than 2 weeks Deposit Only
Less than 2 weeks 100% of holiday cost
Cancellations or changes by the owner
We do not expect to have to make any changes to your booking. However, sometimes
problems happen and bookings have to be changed, cancelled or mistakes corrected. We
have the right to do so. If we do, we will contact you (by phone if in the case of a significant
change or cancellation, or in writing to let you know about minor changes) as soon as
reasonably practical. We will explain what has happened and let you know about the
cancellation or change. If the booking is cancelled by us, our total liability is limited to a
refund of the monies paid to us.


EVENTS BEYOND OUR CONTROL


Unless stated otherwise in these booking conditions, we will not be legally responsible or
have any liability to you either jointly or individually if we are prevented from carrying out
our responsibilities under this contract as a result of events beyond our control and the
inability or delay in carrying out such responsibilities will not be treated as a breach of these
booking conditions. This means an event we could not, even with all due care, avoid,
including but not limited to:
• Strike, lock-out or labour dispute;
• Natural disaster;
• Acts of terrorism, war, riot or civil commotion;
• Nuclear radiation or radioactive contamination.
• Malicious damage;
• Keeping to any law or government order, rule, regulation or direction;
• Significant risk to human health such as the outbreak of a serious disease;
• Accident;
• Breakdown of equipment or machinery;
• Insolvency or bankruptcy;
• Fire, flood, snow or storm;
Non-arrivals
If you should not arrive on your scheduled date and you do not give notice to us that you
are intending to arrive later during your booked stay, Chestnut Meadow has the right to
deem your booking as cancelled and to
re-let your pitch or accommodation with the loss of any monies paid.
Minimum Stay
3 Nights for all Bank Holiday Weekends
2 NIGHTS for all other advance bookings
1 Night Stays
Only bookable on the day of arrival for weekend and peak periods. Not available to book online.


HOLIDAY INSURANCE


It is your responsibility to ensure you have adequate insurance for your stay and that your
equipment is suitable and safe for your stay.


OUR LEGAL RESPONSIBILITIES TO YOU


We cannot be held responsible for noise or disturbance which comes from beyond the
boundaries of the property or which is beyond our 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 failure of public utilities such as water, gas,
electricity, telephone and internet access.


DISABILITIES AND MEDICAL PROBLEMS


If you or any member of your party has any medical problem or disability that may affect
your booking, please tell us before you confirm your booking and give us full details in
writing as early as possible before you travel. If we reasonably feel unable to properly meet
that person’s particular needs, we can refuse or cancel the reservation however we would
prefer to explore and discuss any relevant possibilities, alternatives or solutions first.


COMPLAINTS


In the event of a complaint, please speak to reception immediately. We will want to sort out
and resolve your complaint as quickly as possible.
It is often extremely difficult (and sometimes impossible) to sort out difficulties unless we
are told promptly. If you discuss the problem with us during your stay at the property, it
can usually be sorted out straightaway. In particular, complaints which would only be
temporary (for example, complaints on how the property is prepared or the heating not
working) cannot possibly be investigated unless registered during your stay.
If you feel that the problem has not been dealt with to your satisfaction, you must, within
28 days of departing from your stay, put your complaint in writing to us. If you do not follow

 this procedure, this may affect your entitlement to claim compensation if this would be appropriate.
Complaints which are not brought to the management’s attention during your stay cannot
be dealt with once you have left the site and you would forfeit any claim for discounts,
refunds or compensation.


WEBSITE DETAILS


We aim to make sure that the information is presented accurately on our website or other
material we produce and provide. Occasionally, problems mean that some facilities or
services are not available or may be restricted. If this happens, we will tell you as soon as
reasonably practical after we become aware of the situation. We cannot accept
responsibility for any changes or closures to local services or attractions mentioned on our website.


GOVERNING LAW AND JURISDICTION


Any dispute, claim or other matter which may arise in relation to your booking will be
governed by English law and you agree that any dispute will be dealt with exclusively by the
courts of England and Wales.


GENERAL PARK RULES


Please read and familiarise yourself with the GENERAL PARK RULES
We take a common-sense approach to encourage a happy, peaceful and relaxing
environment for all guests on the park and would ask that you respect this at all times.
Please ensure the atmosphere in your area is quiet and relaxed especially in the evenings
causing as little disturbance to your neighbours as possible.
Quiet hours must be respected between 11 p.m. and 7:30 a.m.. Radio, 

music and TV players must be kept at a low volume. Car doors and boots must be closed quietly.
The playing of loud music is prohibited at any time, please consider your neighbours.
The management reserves the right to deny access or terminate the stay of those guests
whose behaviour is deemed unsuitable, disrespectful or abusive. No refunds will be offered.
CHESTNUT MEADOW PROPRIETORS and STAFF will not be held responsible for any damage
to guest property by fire, theft, malicious damage or accident, or for any personal injury
however incurred whilst in the park.


BICYCLES, SCOOTERS, AND SKATEBOARDS


Are allowed but NOT motorized versions. No use of these after dark, or 9pm whichever is
earlier, and before 7.30am. Parents / Guardians are responsible for their children at all
times and are responsible for ensuring the children are safe on their bikes and scooters.
They are responsible for any damage caused by their children on site.


CHILDREN


Parents are responsible for the supervision of their children at all times on the park and in
the use of site facilities. Children should be accompanied and supervised by a responsible
adult at all times when using the shower block facilities.
No water bombs allowed on site.
Air Conditioning Units and Generators
Operation is prohibited on site.


DOGS


Dog’s must be kept on leads and supervised at all times.
The site does not accept breeds/crossbreeds listed in the Dangerous Dogs Act.
A maximum of 2 dogs per camping pitch only. Dogs must not be left unattended.
Any dog mess must be immediately picked up and disposed of in the dog bins provided, if
you allow your children to walk your dog, they also have to be responsible. Owners who fail
to clear up after their dog will be asked to remove the dog from site.
There is no designated dog walk on site but there is a footpath adjacent to the site leading
to High Woods, an 82acre national trust woodland. Grocery Deliveries
Are not allowed to site. Please use the click and collect services. Attempted deliveries will be turned 

away. Reception and shop Reception and the shop are open from 9 a.m. to 5 p.m. in low season, 8.30am to 7pm in
high season. Our phone lines are open all year please call 01424 892361. There is also a warden intercom
outside reception for emergency use only.

GYM & FACILITIES


The gym is available for adults only. Strictly no entry for under 18s. Entry is strictly
conditional on the user agreeing to the terms of use :- Use of the gym facilities is strictly at
own risk. All persons entering these premises, amenities or facilities on these premises do
so entirely at their own risk and subject to the following conditions. These premises are
private property and the owner, manager and/or operator of these premises reserves the
right to refuse admission or entry to any person. These premises may be monitored by CCTV
surveillance. The owner, manager and/or operator of these premises, amenities and
facilities and its directors, officers, employees, agents and representatives do not accept any
liability whatsoever for any injury or death of any person or the loss or destruction of or
damage to any property, whether arising from fire, theft or any other cause whatsoever and
by whomsoever caused or arising from the negligence or gross negligence or wrongful acts
or omissions of the owner, manager and/or operator of these premises or its directors,
officers, employees, agents or representatives.
The gym equipment has been designed for reasonable adult use only. Improper or
unauthorised use of the gym equipment may result in serious harm. Only water is allowed in
the gym. No other foods or drinks are permitted.


INDOOR GAMES ROOM


The indoor games room is available for the free use of all guests. It contains table tennis and
football tables along with some board games and a giant connect 4 game. The room is
monitored by CCTV for the safety of users. Please make sure all young 

children are accompanied. Any child found to be deliberately
causing nuisance or damage to property or other users will be asked to leave the games room.


SAFETY / BBQ’S


Barbecues are permitted but must be raised off the ground and attended by a responsible
adult at all times. Please do not place disposable trays directly on grass, please use blocks provided and do not
take BBQ’s inside your tent or awning.


NO OPEN FIRES And NO LOG OR FUEL LOG BURNING – CHARCOAL OR GAS ONLY – THIS IS


STRICTLY ENFORCED.
Speed Limits
Please observe speed limits at all times and traffic direction signs. Site Limit is 5mph. Please
be aware of your surroundings and take care to notice pedestrians and children at all times.


VEHICLES

 

NO COMMERCIAL VEHICLES – (vehicles used for work-related purposes, carrying goods or
fare-paying passengers) and sign-written vehicles are not permitted on site.
Sorry, NO commercial vehicles are allowed. They are allowed in to unload whilst you set up
but must be returned to the car park.
Please call us to check if you have any queries.
Fifth wheel units are not allowed onsite.
The maximum motorhome length allowed is 28ft (8.5m)


CAFÉ


Please check with reception for current opening times. Please check our website for
example menus.


CCTV


Osborn Leisure LLP (Parent Company of Chestnut Meadow Park) uses closed circuit
television (CCTV) images to prevent and record crime and to provide a safe and secure
environment for employees and for visitors to the Company’s premises, such as clients,
customers, contractors and suppliers, and to protect the Company’s property. If you would
like to see the full policy document, please request at reception. This policy document sets
out the use and management of the CCTV equipment and images in compliance with the
Data Protection Act 1998 and the Information Commissioner’s Office CCTV Code of Practice.
The Company’s CCTV facility records images only. There is no audio recording and therefore
conversations are not recorded on CCTV.


GDPR


We take your data protection very seriously. For a full copy of our Data Protection Policy
please contact reception.
Your Acceptance
Should you have any concerns or queries regarding our full terms and conditions please do
contact us on team@osborngroup.co.uk or 01825 732617 and we will be happy to discuss
and advise any concerns or queries accordingly.
We shall automatically assume that by making a booking at our parks or holiday
accommodation you have read, understood and agreed to our full terms and conditions
along with the general park rules and are happy to abide by them.

 

 

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