- All Bookings (whether made via the Elmley website or by telephone or email) must be guaranteed with a non-refundable 30% booking deposit. Payment of the booking deposit will indicate acceptance in full of these Terms and Conditions.
The total booking deposit will automatically be deducted from your credit/debit card at the time of booking. At this point your credit or debit card details will be securely stored for up to 7 days after your departure. All payment transactions are handled by a third-party payment gateway Stripe, a secure transaction processing environment. We do not process any credit card details on our own website.
2. Balance payments are payable 6 weeks days prior to your check-in. We will send a reminder email ahead of your stay, and payment will be taken with the card we hold on file 6 weeks ahead of your stay. Payment can be made by BACS.
The balance payment includes any additional costs arranged. At this stage you will be required to confirm final details such as guest numbers and spaces.
If additional services have been arranged, we do not allow any reductions or deductions from guest numbers or services from this point, but the Client is able to add additional guests or services, subject to availability. Any additional items will be invoiced and must be paid prior to the Booking start date.
Any additional extras incurred during your stay (tours, food, drinks etc) will be taken at the time and date of checkout.
If payment is not made in full and within time, the booking may be suspended and payment in advance may be required before the booking may continue. If payment is not made on time, Elmley reserves the right to charge interest at the rate prescribed by the Late Payment of Commercial Debt (Interest) Act 1998 from the date payment was due until the date payment is made.
3. Cancellations or Postponements
By the Client: You must contact Elmley on the details provided in your booking confirmation to cancel or postpone your Booking.
-Cancellations Cancellation must be given to Elmley in writing. If you cancel at any time the deposit payment is non-refundable. If your cancellation is also within 6 weeks of your confirmed booking date in addition the remainder of the balance of the price as set out in the Booking Confirmation will be due ie: the Client will be liable for the full price of the Booking. Please note clause 2 above regarding reduced numbers.
-Postponements- Should you wish to amend the date of your confirmed Booking date, we require at least 6 weeks’ notice prior to your arrival date. Date postponements will incur the deposit loss, and any subsequent date changes for the booking will incur an admin fee of £200.00 to cover our time in dealing with the postponement, along with the new date deposit loss. Any change of date for the booking is subject to our availability and may only be postponed to a new date within 12 months of the original Booking date. Please note that prices may change between dates.
By Elmley In the unlikely event that we are unable to accommodate a confirmed reservation for an booking it may be necessary to offer an alternative date or location within the Venue for the booking of an equal or a superior standard. If at any time we need to make changes that will significantly affect the Booking or we need to cancel the Booking, we will tell you as soon as possible, offering a suitable alternative or a refund of fees paid. This does not apply to minor changes during your Booking, resulting from unusual or unforeseeable circumstances beyond our control.
Elmley may cancel your Booking as a result of your failure to comply with any requirement of our Booking Terms & Conditions, and we are not liable for any expenses, costs or losses incurred by you as a result of any change or cancellation by us. If a guest or a member of your party behaves in a way that causes or is likely to cause danger, upset or distress to a third party or to Elmley, the wildlife or guest property, we are entitled, without prior notice, to curtail the stay and request that the person(s) concerned leave Elmley. No refunds or return travel arrangements will be made and we will not pay any expenses or costs incurred in any circumstances.
4. Insurance and Liabilities
Clients are responsible to Elmley for any damage to property or theft of property caused by the Clients, their guests, agents or employees. Elmley holds appropriate insurance cover for the property and its use as an Booking space and or short stay accommodation.
For Clients who hire for business use: you will need to have public and or employers liability insurance cover valid at the date of the Booking to a minimum policy cover limit of £5m and provide a copy of such insurance cover to Elmley at their request.
For Clients who hire for personal and private use, insurance is advised but not required.
Elmley will use reasonable care and skill in providing the Venue, Accommodation and any goods or services. Where any valid claim in respect of the good or services provided by Elmley the Client may be entitled to a refund of the price paid, or a portion of the price paid. Elmley’s liability in respect of any loss of good will, loss of business, loss of profits, loss of anticipated savings, loss of use or for any other consequential, special or indirect loss or damage will be NIL. Nothing in these Terms will exclude or limit liability for death or serious injury caused by Elmley’s negligence.
If Elmley are limited or hindered from providing any facility booked by the Client due to circumstances beyond its control eg: Government intervention, Acts of God, civil disturbance, war, national or local disaster, strikes, labour disputes, epidemic or pandemic, then the liability of Elmley to the Client shall not exceed the amount paid by the Client to Elmley in respect of the Booking. The non-refundable booking deposit shall not be repaid (being an approximation of the value of goods or services already rendered) and (where the value of the goods or services already delivered to the Client is greater than the value of the booking deposit) we shall be entitled to be paid additionally for all goods and services delivered to the Client up to that point. Elmley will not be liable for any additional losses suffered by the Client in such circumstances.
4. Arrival & Departure
Arrivals – Check in from 3pm on the first day of the booking, although you are welcome to arrive and enjoy the Reserve from 10am.
Departure – Guests are requested to check out of the accommodation by 10.30am. If you wish to spend the remainder of the day on the Reserve please leave all baggage and personal items locked in your vehicle, or ask Elmley staff about storage for the day, before setting off from the farm.
Late check-outs and early check-ins can be arranged depending on availability. There will be a charge for late check-outs that have not been pre-arranged. On departure the Farmhouse and garden are to be left clean and tidy.
Keys must be handed back to our staff or left as arranged on your arrival.
All rubbish/recycling is to be tidied responsibly. Please check you haven’t left anything.
5. Code of Conduct for overnight guests
No dogs, save assistance dogs, are permitted on site.
Access to huts is only permitted by the marked routes – you will be shown these on arrival. Visitors must remain on marked footpaths and nature trails shown on our site map, and must not access other areas, stray off these routes or cross closed gateways. Visitors must remain in the marked area around accommodation and on the path and must not proceed further towards the water bodies.
Any activity near the water bodies is strictly forbidden, this includes walking, music, lights, BBQ and other general presence. Only those facilities provided by Elmley may be used. Specifically, guests may not provide or make their own BBQs, fires, table and chairs, picnic areas or play games outside of the permitted area. Only the lighting and torches provided may be used at the site of the accommodation.
No audio players are permitted outside of the Accommodation. Guests agree to be considerate tenants and to take good care of the accommodation and facilities during their stay. Guests agree not to act in any way which would cause disturbance to other guests or the residents or wildlife.
The Reserve has a range of potential hazards including deep water, soft mud, uneven surfaces and farm machinery operating in the area. By staying on site you are acknowledging these conditions and you are aware, and accept, the risks, hazards, and dangers of personal injury in entering Elmley and the Reserve. The Reserve may also contain naturally occurring flora and fauna which are harmful or poisonous. Parents must not allow children play unattended at any time.
By booking and using the site you agree to be responsible for your party and any children you are in charge of, and your own welfare and to take all reasonable precautions against personal injury, injury to others and damage to the site and facilities.
Should any facilities, equipment, or items in the inventory, be damaged wilfully, as a result of inappropriate usage or behaviour, or as a direct result of failing to respond to instructions from Gareth, Georgina or other Elmley staff you will be held responsible for the cost of repair or replacement of that item.
You use the facilities and amenities at your own risk, e.g. the BBQ and firepit. Please be aware the site is open to the public. Overnight guests are responsible for securing any valuables in their possession. A safe, or similar facility, are not provided. Anything you bring to the accommodation or the Reserve, and any damage or loss to your possessions is at your own risk.
You must follow all instructions provided, either by Elmley or where you use any equipment in the accommodation which has the product manufacturer’s instructions, at all times.
In extreme weather conditions at the site, such as exceptional freezing conditions, where existing and/or forecast we do our best to warn guests and give guests the option to move dates (subject to availability) without being subject to the cancellation policy administration handling charge, or loss of any monies.
If you have any questions about your stay and require more information prior to arrival than is published on the website, please do not hesitate to contact us by telephone between 9am and 5pm, or send us an e-mail.
6. Insurance and Liabilities
Clients are responsible to Elmley for any damage to property or theft of property caused by the clients, their guests, agents or employees. Elmley holds appropriate insurance cover for the property and its use as accommodation. Elmley will use reasonable care and skill with any valid claim in respect of the good or services provided by Elmley the Client may be entitled to a refund of the price paid, or a portion of the price paid. Elmley’s liability in respect of any loss of good will, loss of business, loss of profits, loss of anticipated savings, loss of use or for any other consequential, special or indirect loss or damage will be NIL. Nothing in these Terms will exclude or limit liability for death or serious injury caused by Elmley’s negligence.
If Elmley are limited or hindered from providing any facility, booked by the Client due to circumstances beyond its control eg: Government intervention, Acts of God, extreme weather, civil disturbance, war, national or local disaster, strikes, labour disputes, then the liability of Elmley to the Client shall not exceed the amount paid by the Client upon booking to Elmley in respect of the booking. The non-refundable deposit shall not be repaid (being an approximation of the value of goods or services already rendered) and (where the value of the goods or services already delivered to the Client is greater than the value of the deposit) we shall be entitled to be paid additionally for all goods and services delivered to the Client up to that point. Elmley will not be liable for any additional losses suffered by the Client as a result of such circumstances.
7. Additional requests
All additional or special requests are subject to availability and we cannot guarantee the provision for special requests. Any additional requests made should be prior to your arrival, giving reasonable advance notice, and will be confirmed by Elmley where possible.
8. Additional guests
The Accommodation booked is only permitted to be used by the number of guests agreed on booking. If additional guests use the property Elmley reserves the right to make a charge. No additional people should visit the property, even for the daytime, without the explicit written agreement of Elmley and charges may apply.
9. Commercial Bookings
Only bookings for personal purposes i.e; private travel leisure and tourism, are permitted to be made under these terms and conditions. If the booking is for commercial or profit-making reasons, the booking will be subject to separate fees and terms and conditions. You are required to inform Elmley and receive commercial hire terms. Commercial hire may include but is not limited to; filming or photography for commercial purposes, hire of the space for a commercial event such as a yoga retreat, hire of the space by a company or organisation for work related purposes, including corporate entertaining, incentive trips. By making a booking through our booking system, Cloud Beds, you are agreeing that the booking is not for commercial purposes. If the use is later determined to be for commercial purposes Elmley will either amend the booking agreement and/or charge additional fees and costs and/or cancel the booking.
10. Third party suppliers
Elements of your Booking may include services supplied by third parties (for example, massage, yoga). These will be set out on the Booking Form, if applicable, and arranged by Elmley and added onto the balance invoice
Third party suppliers are normally booked by Elmley, as part of the Booking.
No third party suppliers may be arranged directly without prior consultation.
Elements of your break may include services supplied by third parties. Such third-party suppliers will usually have their own set of Terms and Conditions relating to the services they provide. You should consult the Terms and Conditions of any third-party either before or soon after making a booking if your break includes such items. If you cancel such third-party suppliers’ services within 48 hours of the Hire Period or less, there is a 50% charge applied by them for late cancellation. Elmley are in no way whatsoever responsible for any services or goods provided by third party suppliers.
11. Out of Hours services
Outside of regular operating hours, Elmley staff will be on call only. It is the Client’s responsibility to ensure guests are aware of the nature of our Reserve and Venue or Accommodation and our Code of Conduct, and to act responsibility.
12. Security Deposit
We require a security deposit for your Booking of £1000 upon arrival for your Booking. This security deposit to be preauthorised on your arrival. We expect all of our facilities used to be left as you have found them. Any damage found at the Venue or Accommodation will be the responsibility of the Client and will be chargeable from this security deposit within 14 days of the Booking.
13. Confidential Information and Data Protection
Elmley will keep any confidential information or personal data supplied confidential and secret, and only use it for the purposes of supplying the goods and services of the booking, or otherwise making proper use of the Venue. It will share personal data only with its suppliers where it is necessary for the Assignment, and to deliver the goods and services contracted to be provided. Each party recognises and accepts its obligations with regard to the control and the processing of personal data under the current data protection legislation and regulations. For more information on this, please see our Privacy Notice on our website at https://www.elmleynaturereserve.co.uk/privacy-policy
These terms and any dispute arising from them shall be governed by the laws of England and Wales.
15. Customer Complaints
In the first instance of a complaint, please speak to us directly either in person or call our General Manager 07951395492 so we can resolve your problem. If you are unable to do so or wish to do so once you leave please address any correspondence regarding complaints to;
Georgina Fulton, Kingshill Farm, Elmley Nature Reserve, Sheerness, Kent, ME12 3RW or email Stay@elmleynaturereserve.co.uk
Please note, complaints received after 14 days from the end of your booking cannot be reliably investigated.
Any refusals to abide or follow the Code of Conduct may result in a cancellation of your booking and loss of your deposit and/or total fee. Reckless or intentional disturbance of protective wildlife is also against the law.
As from January 2022.
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