Holiday Terms & Conditions

Osborn Leisure Group 

Standard Holiday Terms and Conditions

 

We would like to take this opportunity to remind you of our Standard Holiday Terms and Conditions:


Phone: Call our Reservations Team on 01825732617 or team@osborngroup.co.uk open 7 days a week, who will be happy to answer your queries and assist you.

Head Office Address: Osborn Leisure LLP Chestnut Meadow Park, Ninfield Road, Bexhill on Sea, East Sussex TN39 5JG

Please read these Terms and Conditions carefully as, together with your Confirmation of Booking, Park Rules and the information on our website, they make up your agreement with us. We aim to provide Terms and Conditions which are easily understandable. If there is any term that you do not understand, then please discuss it with us before making a booking. If you require these Terms and Conditions or your booking confirmation in braille, audio file or large print then please ask, we are happy to provide them. By making your booking with us we must assume that you have read and are happy with these terms & conditions.


List of Contents

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1. DEFINITIONS

1.1 When the following words are used in these Terms and Conditions, this is what they will mean:
(a) Accommodation: the accommodation that we are providing to you as set out in the Booking
(b) Booking: your request to us for the Accommodation
(c) Booking Confirmation: our acceptance of your Booking
(d) Event Outside Our Control: any act or event beyond our reasonable control, including without limitation strikes, lockouts or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war declared or not or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic, pandemic or other natural disaster, or failure of public or private telecommunications networks.
(e) Park: Any Osborn Leisure LLP Parks
(f) Park Rules: The rules we ask you to follow when staying at our Parks. These are available on request when you make a booking by telephone, at our reception and on our website.
(g) Terms and Conditions: these terms and any other terms or documents they refer to
(h) Touring rules: The rules we ask you to follow when staying at our Parks. These are available on request as above
(i) We/our/us: Osborn Leisure Group LLP
(j) You/your: You or the members of your party
1.2 When we use the words "writing" or "written" in these Terms and Conditions, this will include email unless we say otherwise. 

2. A CHOICE OF ACCOMMODATION IN 3 PARKS AND LOCATIONS 

From Camping, Touring, Pod and Cabin stays to our Deluxe lodges with hot tubs, please use the information on this website to choose a park and decide the best style and size of accommodation to suit your party. All our accommodation is fully equipped but levels of luxury vary according to age, size and interior fittings. 

3. CHECK AVAILABILITY AND BOOK YOUR HOLIDAY

Please telephone to check that your preferred accommodation and dates are available. Remember the earlier you book the more choice of accommodation you will have.


4. CHANGES TO OUR TERMS

4.1 The law and how we have to operate the park may change from time to time. If this happens then we may need to update our Terms and Conditions (including our Park Rules). You will be able to find the latest version online.
4.2 If we make any significant changes to our Terms and Conditions after you have requested a booking which have a materially adverse effect on your booking, we will give you the option to cancel with a full refund.

5. OUR CONTRACT WITH YOU

5.1 When you submit a booking to us this does not mean that we have accepted it. We may or may not do so. If we are unable to supply you with the accommodation, we will inform you of this and we will not accept the booking and will refund payments you have already made.
5.2 These Terms and Conditions will become binding on you and us when we send you a booking confirmation, at which point a contract will come into existence between you and us. Please check your booking confirmation carefully as soon as you receive it and inform us of any discrepancies. If any are our fault, we will do our best to remedy the situation.
5.3 If we are unable to accept your booking, we will inform you of this and will not charge you. This might be because accommodation or essential facilities are unavailable, or we have identified an error in the price or description of the holiday.
5.4 These terms and conditions apply whether you make a booking via our website, by email, post, telephone or in person. 
6. PRICE, PAYMENT, AND DEPOSIT
6.1 The price of the accommodation will be set out at the time we confirm your booking. Our prices may change at any time, but price changes will not affect bookings already confirmed with you. If the price of your holiday is discounted after the booking has been made by yourself, you will not be entitled to any form of refund regarding the difference in price.
6.2 These prices include VAT. If the rate of VAT changes between the date you submit your Booking and the date we send you a booking confirmation, we will adjust the rate of VAT that you pay unless you have already paid in full before the change in the rate of VAT takes effect.
6.3 When you make a booking, we will ask you to pay a £150 damage deposit please see 11.3 for full detail.
6.4 Payment for your holiday is due as follows :-
(a) In full 4 weeks before the commencement of your holiday,
(b) Immediately on receipt of a booking conformation if your holiday commences within 4 weeks of your booking request. 
6.5 We accept the following methods of payment:-
(a) Credit, debit card or direct bank transfer
6.6 We will not send you a reminder to pay.
6.7 If you do not pay when you are required to do so then we may cancel your booking and retain your deposit.
6.8 Once your booking is confirmed you are responsible for payment of the full amount.
6.9 It is always possible that, despite our best efforts, our holidays may be incorrectly priced. We will normally check prices before accepting your booking so that, where the correct price at your booking date is less than our stated price at your booking date, we will charge the lower amount. If the correct price at your booking date is higher than the price stated, we may contact you for your instructions before we accept your Booking. If we accept your booking where a pricing error is obvious and unmistakable and could reasonably have been recognised by you as a miss-pricing, we may end the contract and refund you any sums you have paid.
6.10 The holder of the credit card used to make the booking must be present when making payments at the park. A third party’s credit card will not be accepted.
6.11 Recurring/Monthly Payments ( book with £25 offer) The due date for the final balance payment will be on your final monthly payment which will be at least 6 weeks prior to the start date of your holiday. Please note that we may (but are not obliged to) contact you via the contact details you provide us with to remind you of the due date for payment of the balance.
If any of the scheduled monthly payments fail, we reserve the right to cancel the booking. You will be responsible to pay us the Standard Deposit, plus any fees or cancellation charges at this time. If your payments to date exceed this value, we will refund you the difference.
It is important to note, you have the right to cancel the booking at any time, but you will be responsible to pay us at least the Standard Deposit plus any associated fees and cancellation charges. If your payments to date exceed this value, we will refund you the difference.

7. YOUR RIGHTS TO CANCEL AND RECEIVE A REFUND

7.1 If you need to cancel your booking, please contact us as soon as possible in writing. Email is the quickest and easiest way to do this. Please use team@osborngroup.co.uk
7.2 You have the following rights to cancel a booking for accommodation:
(a) you may cancel a booking by contacting us in writing provided we receive notice that you wish to cancel 8 weeks or more before your holiday is due to start. We will then confirm your cancellation to you and refund.
(b) if you cancel less than 8 weeks before your holiday is due to start, we will offer the following refund of payments you have made to us, less your deposit:
i. 4-8 weeks – 50%
ii. 1-4 weeks – 25%
iii. Less than 1 week – none.
7.3 Once we have confirmed your booking, you may cancel the contract at any time and receive a full refund of all the payments you have made to us by giving us notice if any of the following occur:
(a) we break this contract in any material way and we do not correct or fix the situation within a reasonable period.
(b) we change these Terms and Conditions to your material disadvantage.

8. CHANGING YOUR BOOKING

8.1 You may make a change to your booking by contacting us prior to the start of your stay subject to availability. If you wish to change your booking the following will apply:
(a) if you wish to make a minor change to your booking, such as changing the name of a member of your party or changing to a different touring pitch of the same standard we will do our best to assist you and will not charge for this.
(b) if you wish to make a major change to your booking such as changing the dates of your holiday, the standard of accommodation or anything else that affects the price of your booking we will charge you £25 to cover our administration costs incurred changing your booking, updating our website, and notifying our advertisers. You will also have to pay us the difference in price if the altered booking is one for which we ordinarily charge an additional amount at the date we receive notice from you that you wish to change.
(c) if you wish to make a change to your booking, we will be unable to refund the difference in price if your altered booking is one for which we ordinarily charge a lower price at the date we receive notice from you that you wish to change.
(d) Major changes to your booking within 8 weeks of the date your holiday is due to start may be treated as a cancellation by you in which case our refunds policy will apply.


9. OUR RIGHTS TO CANCEL AND THE REFUND YOU WILL RECEIVE

9.1 We may have to cancel a booking due to the unavailability of key personnel or key facilities without which we cannot provide the accommodation. If this happens:
(a) We will promptly contact you to let you know.
(b) We may cancel your booking and refund your payments, or offer alternative accommodation and refund any payments for accommodation not yet provided to you less the cost of alternative Accommodation.
(c) If we offer alternative accommodation, you may still choose to cancel your booking and we will refund the payments you have made to us.
9.2 We may cancel the contract for accommodation at any time with immediate effect if:
(a) You do not pay us when you are supposed to, or
(b) You are in breach of these Terms and Conditions in any other material way and you do not remedy the situation within a reasonable period after we ask you to.

10. PROVIDING ACCOMMODATION

10.1 We will supply the accommodation to you from the date set out in the booking confirmation, for the named individuals stated on the booking confirmation with the additional services set out in the booking confirmation.
10.2 The maximum duration of your stay is 21 days. 
10.3 We will make every effort to provide the accommodation. However, we may be unable to do so due to an event outside our control.
10.4 We may have to make minor changes to our facilities, and some may be unavailable due to maintenance at any time so please enquire about their availability before you book.
10.5 We will endeavour to supply a specific lodge, touring pitch or pod on request but this cannot be guaranteed, we may supply different accommodation of an equivalent or higher standard.
10.6 We may need certain information from you in order to provide the accommodation, including but not limited to the following:
(a) The number of people for whom the booking is made, their names, contact details and whether they are each under the age of 18
(b) Whether you wish to bring a pet.
(c) Any special requirements, such as access to the park or accommodation.
10.7 If you do not, after being asked by us, provide us with this information, or if you provide us with incomplete or incorrect information, we may make an additional charge of a reasonable sum to cover any extra items or work required or alternatively we may cancel your booking. If you do not pay any additional charge, we may cancel your booking.

11. YOUR LIABILITY FOR DAMAGE

11.1 Please look after your accommodation and the park facilities so that they may be enjoyed by all. Please report any accidental damage to reception immediately so that we can make a repair or replacement. For the duration of your stay in our accommodation, 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 persons invited into the property by you.
11.2 We inspect the accommodation between your departure and the arrival of the next guest. You may be charged for loss or damage caused by you.
11.3 Prior to the start of your stay we will ask you for a £150 pre-authorised card charge. This is held as a damage deposit for the duration of your stay. This pre-authorization is released once the property has been checked at the end of your stay. Depending on your bank it can take 5-7 days for this balance to show back in your pending balance. You will not see it as a payment back to you unless there was damage as it never actually left your bank. 
We completely appreciate accidents can and do happen, if you do break something then please let us know as soon as possible it won’t be a problem It is much easier to sort out for all concerned that way.
11.4 An amount of the security deposit will be retained to cover the cost to us of damage caused by you or your party to the accommodation or the park. If you or your party cause loss or damage costing more than £150 we will require you to pay the additional cost.
11.5 We expect the accommodation 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 which will be deducted from your deposit.
11.6 Please do not try charging electrical vehicles from the lodge, you will burn out the fuse box and you will be liable for all repair costs. 


12. GROUP BOOKING

12.1 We do not accept bookings for hen or stag parties. If you wish to make a booking for an all-male or all-female group of 3 or more people you must seek approval from us before making the booking.
12.2 The number of people staying in the accommodation must not exceed the maximum number it is intended for as shown when you request a booking and must only be those named on the Booking Confirmation. Infants under 2 years old do not count toward the number of people staying in the accommodation.
12.3 If you breach this clause, we may cancel your booking without refund and require you to leave the park.
12.4 Please be aware that visitors not included in the booking are not allowed in the lodges or hot tubs. 

13. CHECKING IN AND CHECKING OUT

13.1 Check in times are as follows:
(a) Camping, Touring and Glamping 2pm
(b) All lodges from 4pm
13.2 Please try to check in before 7pm. You will not be able to check in after 10pm.
13.3 On arrival, you may need to show photographic identification such as a valid passport or driving licence
13.4 Check out is by 10 am on the date of departure please leave the key on the kitchen work top within the Lodge.
13.5 Early Check In / Late checkout may be available subject to availability, please contact reception on team@osborngroup.co.uk and  to arrange prior agreement with us and any payment required. 
14. IF THERE IS A PROBLEM WITH THE ACCOMMODATION
14.1 In the unlikely event that there is any problem with the accommodation or the park:
(a) Please tell us as soon as reasonably possible.
(b) Please give us a reasonable opportunity to put it right.
(c) We will use every effort to repair or fix any defect as soon as reasonably practicable.
14.2 If any problem with the accommodation or the park which is our fault means we are obliged to cancel your booking, we will refund payments made for accommodation not yet provided to you.
14.3 As a consumer, you have legal rights in relation to this agreement. Advice about those rights is available from Citizens' Advice Bureau or Trading Standards. Nothing in these Terms and Conditions will affect these legal rights.
14.4 If you made the Booking via our website and we have been unable to resolve your complaint you may consult the European Commission’s Alternative Dispute Resolution platform via their website.   
15. OUR LIABILITY TO YOU
15.1 If we fail to comply with these Terms and Conditions or are negligent, we are responsible for loss or damage you suffer as a foreseeable result of our breach or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into this contract.
15.2 Unless we agree otherwise in writing, we only supply the accommodation for private use. You agree not to use the Accommodation for any commercial purpose and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
15.3 We do not exclude or limit in any way our liability for:
(a) Death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors.
(b) Fraud or fraudulent misrepresentation.
16. EVENTS OUTSIDE OUR CONTROL
16.1 We will not be liable for compensation, or responsible for any failure to perform any of our obligations under these Terms and Conditions caused by an event outside our control.
16.2 If an event outside our control affects the performance of our obligations under these terms, we will contact you as soon as reasonably possible to notify you:
(a) We may cancel your booking and refund your payments, or
(b) Provide alternative Accommodation of an equivalent or higher standard at another park or on alternative dates which you may choose to accept. If you do not, we will refund your payments.
(c) 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. 
17. ANTISOCIAL BEHAVIOUR
17.1 If during your stay with us:
(a) Your behaviour is antisocial or in our reasonable opinion is likely to spoil the enjoyment of the park for others or cause damage to property
(b) You behave aggressively or abusively towards our staff
(c) You cause excessive noise you will be required to leave immediately in which event you will not be entitled to a refund.
17.2 If, prior to your stay with us it is reasonable to believe that you may engage in antisocial behaviour on our park we may cancel your Booking and refund payments you have made to us.
17.3 If we receive complaints from other guests about you or your groups behaviour which involves a member of staff being called out to resolve, you may be charged the £150 deposit in full.
17.4 We have a zero-tolerance policy to illegal drug use on our sites and in our accommodation’s. If a member of staff is suspicious that any member of your party is involved in the misuse of illegal drugs whilst on our property, the entire party will be instructed to leave with immediate effect. You will not be refunded the cost of your accommodation and you may be charged for damages.
17.5 Smoking is prohibited in our accommodation.
17.6 We do not allow anyone on the Sex Offenders Register to enter any of our property or accommodation. 

18. SAFETY

18.1 Cycle helmets should be worn when cycling on the park. Do not leave bicycles unsecured on the park as we will not be liable for any damage or theft of your equipment whilst on our property. 
18.2 Ball games are not permitted in areas between accommodation.
18.3 Our parks are in rural locations and you may benefit from bringing a torch with you. Some accommodation is in wooded areas. There are birds, squirrels, rabbits and wildlife in the grounds and very occasionally there may be indigenous insects such as ants that find their way into accommodation.
18.4 Air conditioning units and fuel powered generators are prohibited on site.
18.5 Due to the potential fire risk, please note that we do not allow BBQ’s at the lodge or anywhere around our parks.

19.DISABILITIES AND MEDICAL PROBLEMS
19.1 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.

20. PETS

20.1 A maximum of 2 dogs are permitted per camping pitch or in our dog friendly accommodation of which there is limited availability.
20.2 Dogs must not be left unattended on the park and must be kept on a lead.
20.3 Dog fouling must be cleaned up immediately and placed in the specific bins provided.
20.4 Do not take your dog into the children’s play area.                             
20.5 We do not accept breeds/crossbreeds listed on the dangerous dogs act.

21. VEHICLES

21.1 Please drive carefully on the park as there are children playing.
21.2 Commercial vehicles, motor caravans, horse boxes, boats and boat trailers, electric scooters, go-peds and jet skis are not permitted on the park.
21.3 Vehicles on the park must not exceed 5 miles per hour.
21.4 Vehicles on the park must only be driven by persons with a valid driving licence and insurance for the vehicle.
21.5 Normal driving rules apply, do not drink and drive on the park.
21.6 Vehicle repairs may not be carried out other than by a breakdown service called out to attend the park.
21.7 Charging electric vehicles is not permitted on the park. Unless using specific charging points that may be available at Osborn Leisure LLP

22. GENERAL

22.1 If you have any questions about your booking please contact us. You can contact us by telephoning  01825732617
or by email at team@osborngroup.co.uk a full list of useful numbers and contacts can be found on our contact us page. If you wish to make a complaint, please see our complaints policy or email team@osborngroup.co.uk and 01825732617
22.2 If you wish to contact us in writing, or if any clause in these Terms and Conditions requires you to give us notice in writing (for example, to cancel the contract), you can send this to us, by email or by pre-paid post to our registered address as shown at the bottom of this document. We will confirm receipt of this by contacting you in writing. If we have to contact you or give you notice in writing, we will do so by email, by hand, or by pre-paid post to the address you provide to us in the booking.
22.3 It is your responsibility to ensure you have adequate insurance for your stay and that your equipment is suitable and safe for your stay. 
23. HOW WE MAY USE YOUR PERSONAL INFORMATION
23.1 We will use the personal information you provide to us to:
(a) provide the accommodation
(b) process your payment to us
(c) inform you about similar accommodation offers or products that we provide, but you may stop receiving this information at any time by contacting us.
23.2 We will not give your personal data to any third party unless the law requires us to do so.
24. OTHER IMPORTANT TERMS
24.1 We may transfer our rights and obligations under these Terms and Conditions to another organisation and we will always notify you in writing if this happens, but this will not affect your rights or our obligations under these Terms and Conditions.
24.2 You may only transfer your rights or your obligations under these Terms and Conditions to another person if we agree in writing beforehand.
24.3 You the person who has booked the accommodation.
24.4 Each of the paragraphs of these Terms and Conditions operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in effect.
24.5 If we fail to insist that you perform any of your obligations under these Terms and Conditions, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a breach of these Terms and Conditions by you, we will only do so in writing, and that will not mean that we will automatically waive any later breach by you.
24.6 These Terms and Conditions are governed by English law. You and we both agree to submit to the jurisdiction of the English courts.
25. BOOK WITH £25 DEPOSIT OFFER
25.1 Applies to specific bookings with arrival dates at least 6 weeks after your booking date.
25.2 A Pre auth deposit will be payable 2/3 days before your stay of £150 please see clause 11.3 for full details.
25.3 Book for £25 can only be used by calling our bookings admin team. Payments can be made by debit or credit card. No offer code required.
25.4 Booking with a fee of £25 indicates acceptance of these terms as well as our full Terms and Conditions (which can be found above). In the event of any conflict or discrepancy between these terms and our Terms and Conditions, our Terms and Conditions shall take precedence.
25.5 This offer may NOT be used in conjunction with any other offer or discount that is available at the time of booking.
25.6 If you cancel your booking, or we do not receive payments from you by the due dates, the standard deposit (as defined in our Terms and Conditions below (£150) plus any associated fees and cancellation charges will be due.
We reserve the right to extend, withdraw or amend at any time without prior notice.

Address of Registered Office: Osborn Leisure LLP
Chestnut Meadow Park Ninfield Road Bexhill on Sea East Sussex TN39 5JG
Company Number - OC355047
Place of Registration: England


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