Booking Terms & Conditions
These terms apply when you book one of our properties directly through this website. If you booked through Airbnb, Booking.com, TravelNest or Viabo, that platform’s terms apply to the booking itself, and these terms apply to how the property is used during your stay.
Making a booking
A booking is confirmed when you receive written confirmation from us, not when you submit a request. The person making the booking must be at least 18 and is responsible for everyone in the party.
You must tell us the correct number of guests. The maximum occupancy for each property is stated on its page and cannot be exceeded — this is a condition of our insurance, not a preference.
Payment
What you pay and when depends on the rate you choose. On Non-Refundable the full amount is taken at booking. On Flexible and Fully Flexible we take 25% at booking and the balance automatically — 42 days before arrival on Flexible, five days before on Fully Flexible.
If a balance payment fails we will contact you and try again. If it remains unpaid we may treat the booking as cancelled under the terms of your rate.
Payment is taken by our booking provider. We do not see or hold your card details.
Cancellation
Your cancellation rights depend on the rate you booked, and are set out in full on the rates page. In short: Non-Refundable cannot be cancelled for a refund at any point; Flexible can be cancelled for a full refund up to 42 days before arrival; Fully Flexible can be cancelled for a full refund up to 48 hours before arrival, including any balance already taken.
A full refund means everything you have paid us, returned to the card you paid with, normally within five working days.
If you have to cancel inside your window we will always try to re-let the dates. We are not obliged to refund you if we succeed, but in practice we often will — ask us rather than assuming either way.
Because this is holiday accommodation booked for specific dates, the 14-day cancellation right in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 does not apply. The terms above are what governs a cancellation.
If we have to cancel your booking — which we would only do if the property became genuinely unusable — you will receive a full refund of everything you have paid. That is the limit of our liability for a cancellation by us.
Damage and the security deposit
We take a security deposit of £500 on every property. Half of it is held against damage and breakage; the other half against antisocial behaviour — noise, parties, or any disturbance to neighbours. It is not part of the price of your stay.
It is returned in full within seven days of checkout unless we need to make a deduction, in which case we will tell you what for and show you the evidence.
You are responsible for the property during your stay and for leaving it in a reasonable state. Accidents happen and we do not charge for ordinary wear or the occasional broken glass — please just tell us. We do charge for genuine damage, for missing items, and for cleaning beyond a normal turnover.
Specific charge: the barbecue grill is not cleaned as part of housekeeping. If it is left dirty there is a £42 charge.
Arrival and departure
Check-in is from 3pm. Some properties have a longer arrival window — Hawkesmeade until 6pm and Hawks Farm until 8pm. Where a property has close neighbours we ask that you do not arrive after 8pm.
Checkout is by 10am. Late checkout may be available and is charged by the hour, at a rate that varies by property and is currently between £30 and £60. It is subject to housekeeping availability and cannot be guaranteed.
All our properties use self check-in via an on-site key safe. We send the address, the key safe code and the wifi details two to three days before you arrive.
Before leaving, please strip the beds and leave the linen and towels out, bag the rubbish, load and start the dishwasher, lock the doors and windows, and return the keys to the safe.
How the property may be used
Our properties are for holiday and leisure stays. Parties and events are not permitted at any of them. Several sit in quiet residential areas, including a hamlet of four houses with neighbours immediately opposite.
Quiet hours are 10pm to 7am. Hot tubs and gardens close at 10pm. There is no music outdoors at any time; light background music indoors is fine.
You are welcome to bring decorations for a celebration, but nothing may be attached to walls, ceilings or fixtures, because the adhesive removes the paint.
Smoking is not permitted indoors at any property.
Dogs are welcome at some properties by prior arrangement. Please confirm with us before booking, even where a listing indicates dogs are allowed.
Noise monitoring
Hawks Farm, Hawkesmeade, the High Street manor and Coopers Lane have a Minut noise-level monitor fitted. It measures volume only. It does not record audio and cannot hear conversations. There are no cameras inside any of our properties.
If sound levels remain high we will contact you. Persistent breach of the quiet hours or the no-party condition may end your stay without refund.
Hot tubs
Hot tubs are used entirely at your own risk. Children must be supervised at all times. Do not use a hot tub after drinking alcohol, and do not use one if you are pregnant or have a heart condition without taking medical advice first.
Please shower before use, do not use bath products in the tub, and keep the cover on when it is not in use. Towels and robes for hot tub use are not provided — please bring your own.
Hot tubs close at 10pm.
Parking
Parking varies by property. Coopers Lane sits in a permit-controlled area of Waltham Forest; we arrange a virtual permit and cover the first car, with additional cars charged at £9.80 per day. Permits are non-refundable once issued.
If something goes wrong
Please tell us during your stay rather than afterwards. We will arrange a video call with the maintenance contact for that property, who can usually resolve it remotely; if not, someone will attend.
We cannot compensate for a problem we were not given the chance to fix.
Our liability
We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be excluded.
Otherwise our liability in connection with a booking is limited to the total amount you paid for that booking.
We are not liable for your personal belongings. Please do not leave valuables in the property.
Governing law
These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction.