Here are the terms which apply when you book your Parkdean holiday. If you are looking for the terms for the Sun or Breakfree holidays please visit our promotional faq's page »
1. Who your agreement is with
When you book your holiday your agreement will be with Parkdean Holiday Parks Limited. References to ‘Parkdean’, ‘we’, ‘us’ and ‘our’ are to Parkdean Holiday Parks Limited.
2. The agreement
There will be a contract between you and Parkdean:
- if you book by telephone, when we accept your initial payment (or full payment if you are booking less than 70 days before the start of your holiday);
- if you book through an agent, when the agent confirms your booking;
- if you book online, when your booking is confirmed.
The person making the booking accepts the contract on behalf of all members of your party and is responsible for making sure they accept the contract. We can’t accept bookings from anyone under the age of 18.
3. Terms of the agreement
These terms and the terms in the "Holiday Cancellation Cover" section (if applicable) form the contract.
4. Alterations to your booking
Once there is a contract you can’t transfer your booking to anyone else or change it (including the members of your party) without our agreement. If you want to make small changes (e.g. type of accommodation) we will try to help. There will be an administration cost of £40 for doing so. We are sorry that we can’t accept any major changes to your booking (e.g. change of dates or location).
5. Cancelling your booking
If you cancel your holiday you will always be responsible for the full cost of your holiday. However if you have bought holiday cancellation cover you will be covered for these costs depending on when you cancel and the reasons for cancelling. Insurance premiums, credit card charges and administration fees are non-refundable in any event. Full details of our holiday cancellation cover can be found here ». If you need to cancel your holiday please call us and confirm your cancellation in writing or email us. The date of the postmark on your letter or the date we receive your email is the date of the cancellation.
6. Paying for your holiday
When you book your holiday you will need to pay a deposit. You can see how this is calculated in the table below. The balance of your payment must be paid 70 days before the start of your holiday. Details of the balance payable and the date by which it needs to be paid will be in the booking confirmation that we will send you once you have made your booking. If you book your holiday less than 70 days before the start date you must pay the full amount of the holiday at the time of booking.
Total Holiday Price
Up to £149
£150 - £299
£300 - £499
£500 - £999
7. Special offers
To claim any special offers, discounts etc please tell us when you book. We're sorry we can’t honour these if you don’t claim them when you first book. All discounts and special offers are subject to availability.
All prices include VAT and insurance premium tax (where applicable) at the rate current at 20 October 2015. If the rate increases after that date, prices may change to reflect the increase. All prices on this website are our current prices. (Prices shown in our brochure were current at 20 October 2015 but are subject to change so could increase or decrease). The holiday price confirmed at the time of booking will be the final price you pay and will not change after you have made your booking, unless you make a change to your booking.
9. Who's in your party
When you book you have to give the names and ages of everyone in your party. Only those people listed on your booking confirmation can occupy your holiday home and we can require anyone not listed to leave the park and in these circumstances no refund or compensation will be given.
10. Numbers in your party
The total number in your party (including children and babies) must not exceed the maximum capacity of the holiday home or pitch advertised.
11. Single Sex parties
If you want to book a single sex party there may be restrictions on bookings from all male or all female parties of over 4 people and additional restrictions on the number of people who can occupy the holiday home. Please check before you book.
Group bookings (whether made by 1 person or a number of people) of 4 or more holiday homes or where there are 20 or more people in the party must be made through our group bookings team by calling them on 0344 335 3729. Family members and friends who live at the same address or know each other or who travel together will be considered as making a group booking even if they have made separate bookings. Because of the family nature of our holiday parks there are restrictions on group bookings including over Christmas and New Year (and all adults booked during this period must appear on the electoral roll at the address given when booking).. You must tell us before you make your booking if you want to make, or are part of, a group booking and the names and addresses of everyone in your group. The lead booker for a group is responsible for the conduct of the other members of the group and for ensuring they comply with these terms and conditions where they apply. As a condition of accepting a group booking, we may require the lead booker to provide credit card details as security in the event of any damage by any member of the group.
13. Holiday use
As all our parks are holiday parks we don't accept bookings if you want to stay for work or use the park as a base to travel to work or for residential use.
14. Arrival and departure times
Your holiday home will be available from 4pm (2pm if a touring pitch) on your arrival day. If you think you may arrive after 11pm (8pm if a touring pitch) on your arrival day please let us know. If you don’t tell us and your holiday home is not occupied by 10am on the day after your arrival day we will treat your booking as cancelled and re-let the holiday home. You should leave your holiday home by 10am on your departure date.
All children must be properly supervised by parents or guardians throughout the holiday. We are happy to provide children’s clubs, special programmes of events and other facilities at some of our parks but these are not childcare facilities and children remain the responsibility of their parents or guardians at all times. Please make sure you always know where your children are.
16. Guests with special needs
Guests with disabilities are welcome at all our parks. Many of our parks offer specific accommodation suitable for holidaymakers with wheelchairs or mobility difficulties. However certain accommodation and locations may not be suitable. If you or someone in your party has special needs tell us about this before you make a booking so we can try to ensure the accommodation and park are suitable for you. If you don’t tell us we can’t be responsible if the accommodation or park is not suitable. If you do have special requirements please let us know. We will try to accommodate these but can’t guarantee this.
17. Allergies and non-smoking accommodation
If any member of your party suffers from an allergy, we would strongly recommend that you do not book accommodation which accepts pets. Most of our accommodation is non-smoking but if you want to guarantee this you must specify this when you book. Smoking accommodation is available in specified holiday homes only and you should check at the time of booking if you require this. If you smoke in non-smoking accommodation you will be required to pay an additional fee of £80 for the deep cleaning of the accommodation.
Most dogs are welcome at our parks (except at Ruda and Torquay) but only in specific holiday homes. There is a maximum of two dogs per booking. Some breeds of dog, including those listed in the Dangerous Dog Act 1991, are not allowed so check with us when you book whether you can bring your dog. Other pets may be permitted at the discretion of the Park General Manager, please check when booking. There is a charge of £30 per week or part of a week per dog or pet. Assistance dogs for disabled guests are exempt from these requirements and charges. Dogs must be kept on a lead under the control of a responsible adult at all times and wear a collar with an identity tag. You must clean up after your pet. Pets (other than assistance dogs) are not allowed in any of a park’s facilities or play areas. Pets should not be left unattended in holiday homes or elsewhere on the park and must not be allowed on bedding or seating. If we think your pet is causing a nuisance on the holiday park or damage you will be required to remove it from the park.
19. Use of your holiday home
At the end of your holiday please leave everything in a clean and tidy condition. You are responsible for any damage to your holiday home during your stay. We reserve the right to enter your accommodation for maintenance purposes, under special circumstances or in emergencies.
20. Your personal possessions
You are responsible for your personal possessions on park or in your holiday home and we aren't responsible for any loss or damage to these. If you leave any personal possessions behind at the end of your holiday we will try to return them but we are not responsible for anything that is left.
21. Cots and highchairs
Cots and highchairs may be hired at an additional charge, subject to availability. You need to request these when you book. Cots can normally only be accommodated in the living area of caravan holiday homes. You will need to bring your own cot linen.
22. Bed linen
We provide all bed linen other than cot linen. Unless specified we do not normally provide towels, tea towels or other bathroom and kitchen requisites. There will be additional charges for bed linen for some promotional bookings.
23. Park facilities
Admission of Children Under 8 Years Old into the Swimming Pool
• Children under 8 years of age must not be admitted to the swimming pool unless accompanied in the water by a responsible person of 16 years or over.
• A maximum of one child under 4 years old per responsible person is allowed.
• A maximum of two children aged 4 to 7 years old (i.e. under 8 years of age) per responsible person is allowed.
- One parent with one under four year old will be permitted in the swimming pool.
- One parent with children at the ages of three and six will be not permitted into the swimming pool.
- Two parents with two children under the age of eight will be permitted in the swimming pool.
- Two parents with one child aged three and one child aged seven will be permitted into the swimming pool.
- Two parents with one child aged two and two children aged five and seven will be permitted into the swimming pool.
- Two parents with three children under the age of four will not be permitted into the swimming pool.
For health and safety reasons some of our facilities have age and/or height restrictions. Children under the age of 8 must be supervised by an adult in the swimming pool. One adult may not supervise more than two children under 8 in the swimming pool and at Ruda, Trecco Bay and Warmwell Holiday Parks all children under 4 must be supervised by an adult on a one-to-one basis. At busy times access to facilities may be restricted. We may close or withdraw certain facilities (e.g. for health and safety reasons, maintenance or reasons beyond our control) and we are not liable to you if we have to do so.
When you give your party’s details at the time of booking you apply for membership of the Parkdean Holidays’ Social and Bingo Club (where provided). You will be given entertainment passes which you will need to show to access facilities and entertainment. Bookings made through some promotions do not include entertainment passes - check the terms of the promotion. In some cases we may have to withdraw or change entertainment or close facilities, and we are not liable to you if we have to do so.
25. The holiday park
Most of our parks are in rural locations and we try to preserve their character. There may be areas of uneven ground, unmade tracks and paths and limited lighting. We ask you to take special care to avoid accidents. Some parks may also have lakes, ponds, rivers and other features. These will be shown in your Welcome Pack so please make sure you know about these features and supervise children appropriately.
26. Your car and other vehicles
You should comply with speed limits and parking and other traffic regulations on park. Vehicles are brought into the holiday park at your risk and we are not responsible for loss or damage to these except where it is caused by our negligence or default or that of anyone we are responsible for. Quad bikes or similar vehicles and large commercial vehicles aren’t allowed on park.
27. Behaviour on park
Our parks are family holiday parks and so please ensure your behaviour is appropriate and is not noisy, offensive or likely to cause any harm or upset to other guests, staff or property at the holiday park. If we feel your behaviour is illegal, offensive, disruptive or inappropriate we will ask you to leave the holiday park. In these circumstances no refund will be given.
28. Filming and photography
We sometimes have TV and other companies filming or taking photographs on park. We will do all we can to ensure you are not disturbed by this. Please make sure you and your family are aware of any cameras. We can’t accept any responsibility or offer any financial award if you do appear in films or photographs.
29. If you have a problem
We do all we can to make sure you enjoy your holiday but sometimes things may go wrong. If this happens please tell the Park reception straight away and we will try and put things right. If we can’t, then you can leave on the first day of your holiday and receive a full refund of the cost of your holiday. If you decide to stay or don’t give us the chance to put things right first you’ll not be entitled to a refund. If anything is not sorted out during your stay please contact our Customer Relations team by email email@example.com or write to the team (our address is at the bottom of the page) no later than 14 days after the end of your holiday.
30. Cancellation by us
Very occasionally, in exceptional circumstances, we may have to cancel your booking. If we do so we will tell you as soon as possible and you can choose either to have a full refund, or accept any alternative arrangements offered to you, or book another holiday with us at the brochure price. If we have to cancel because of circumstances beyond our control (e.g. fire, theft or flood) we will pay a full refund. If we cancel we will have no further liability to you for this.
31. Brochure and Website accuracy
We have taken all care to make sure the details on this website and in our brochure and other literature are correct at time of going to print. However, we cannot accept responsibility for any errors or the results of these. Please note that photographs of accommodation are examples only and furnishings, layout and decoration may vary. We are not responsible to you for unforeseen events or matters over which we have no control.
32. Our liability to you
We accept liability for any loss or damage you may suffer as a result of our negligence or wilful default, but otherwise are not liable to you for any loss or damage you suffer. Our liability to you is limited to the cost of your holiday less any insurance premium, except in the case of death or personal injury. We are not obliged to offer a refund if you leave your holiday early. We do list some local attractions which are not on the park but we do not operate these and do not act as an agent for these, and so we are not liable for any damage or loss you may suffer when buying tickets or visiting the attraction. Your statutory rights are not affected by anything in these terms and conditions.
33. Keeping safe the information you have given us
The information you give us in connection with your booking is held by Parkdean in accordance with the Data Protection Act 1998. Parkdean is notified as a data controller under that Act. We use this information to help us to provide and improve our service to you and to provide you with information about our holidays and holiday homes. We may disclose this information to companies in the Parkdean group and to our (or our group companies’) agents, contractors, insurers and insurance brokers and our and their advisers and to others if we are legally required to do so, or where we believe it is necessary to protect our or another person’s rights, property or safety. If you do not want us to send marketing information about our holidays and holiday homes please call or email or write to us at the numbers or address below. We use CCTV cameras at some locations at our holiday parks for crime prevention and safety reasons and telephone calls may be recorded for training and monitoring purposes. You should ensure other members in your party about the information you provide and how we use it.
How to contact us
If you need to contact us about your holiday or in connection with these terms and conditions please call our team on 0344 381 9164, email them using our simple enquiry form or write to:
One Gosforth Park Way,
Gosforth Business Park, Newcastle upon Tyne NE12 8ET.
Parkdean Holiday Parks Limited registered in England and Wales registered number 4086679. Registered Office: 2nd Floor, One Gosforth Park Way, Gosforth Business Park, Newcastle upon Tyne NE12 8ET. Parkdean Holiday Parks Limited is an appointed representative of Parkdean Holidays Limited which is authorised and regulated by the Financial Conduct Authority under Firm Reference Number 311827.
To contact us via email please use our enquiry form and we will make sure you get in contact with the best person to help you out.
If you feel you still need help, you can email us at firstname.lastname@example.org
You may also access the European Online Dispute Resolution (ODR) platform which allows you to raise any issues about an online purchase through the ODR platform.
The ODR platform is a tool for online dispute resolution and can be accessed at http://ec.europa.eu/odr.