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Your Booking Terms

Below are the terms of booking holidays related to using this website. If you are looking for terms related to 'The Sun' or 'Breakfree' Holidays please visit our promotional faq's page »

1. Who your agreement is with

Parkdean is the trading name of Parkdean Holiday Parks Limited. When you book your holiday your contract will be with Parkdean Holiday Parks Limited. References to 'we', 'us' and 'our' are to Parkdean Holiday Parks Limited. Parkdean Holiday Parks Limited acts as agent for Parkdean Caravan Parks Limited, Southerness Holiday Village Limited, Upperbay Limited and Weststar Holidays Limited, who are all members of the Parkdean group of companies.

2. The agreement

There will be a contract between you and us when your online booking is confirmed. It is important to note that we do not take special requests on online bookings, for this flexibility.

If you wish to be located in specific areas of the park or next to friends, you must book by telephone.

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" 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 in 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.

If you need to cancel your holiday please call us and confirm your cancellation in writing. The date of the postmark on your letter or the email we receive is the date of the cancellation. View full terms »

6. Paying for your holiday

When you book your holiday online you will need to pay an initial payment. 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 are set out 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.

7. Special offers

Please claim any special offers when you make your booking. We are sorry we can't offer these if you don't claim them when you first book. Please enter any promo codes at step 2 to ensure this discount is added onto your booking. Only one discount or offer or promo code can be applied to a single booking and therefore cannot be combined.

8. Prices

All prices on this website include VAT and insurance premium tax (where applicable) at the rate current at 20 October 2013. If the rate increases after that date, prices may change to reflect the increase. All prices on the wedbsite are subject to change depending on market pressures and could increase or decrease. However the holiday price confirmed at the time of booking will be the final price you pay and will not change, unless you make a change to your booking.

9. Who's in your party

When you book you will be asked 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.

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 in this brochure.

11. Single Sex parties

If you wish to book a single sex party you must tell us of this. There may be restrictions on bookings from all male or all female parties of over 4 people and restrictions (in addition to those in the brochure) on the number who can occupy the holiday home. Please check when you book.

12. Groups

Group bookings or related of 5 or more holiday homes (or where there are 20 or more people in the party) must be made through our group bookings team and declared at the time of booking. We reserve the right to retain keys for the holiday home if this condition isn’t met or to terminate the booking where we feel that the comfort and enjoyment of other guests may be put at risk.

13. 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.

14. Children

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.

15. 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 your party includes someone with special needs you should 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. Please note wheelchair friendly accommodation can not be booked online.

16. 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. Non-smoking accommodation is available in specified holiday homes and you should check at the time of booking if you require this.

17. Pets

Most dogs are welcome at certain parks and in specific holiday homes with a maximum of two dogs per booking. Some breeds of dog including those listed in the Dangerous Dog Act 1991 are not allowed. You must give us details when you book to obtain our agreement. Other pets may be permitted at the discretion of the Park General Manager, please check when booking.

There is a charge of £30 per pet, per week or part of a week (max 2 dogs). Assistance dogs for disabled guests are exempt from these requirements and charges. Pets 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 parks' 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.

18. Use of your holiday home

At the end of your holiday you must 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 under special circumstances or in emergencies.

19. Your personal possessions

You are responsible for your personal possessions on park or in your holiday home and we are not liable 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.

20. 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 need to bring your own cot linen.

21. Bed linen

We provide all bed linen other than cot linen. We provide towels in select accommodation types (please check at time of booking) but otherwise we do not provide towels or other bathroom and kitchen requisites. There will be additional charges for bed linen for some promotional bookings.

22. Park facilities

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.

At Ruda, Trecco Bay and Warmwell Holiday Parks all children under 4 must be supervised by an adult on a one-to-one basis in the swimming pool. At busy times access to facilities may be restricted. Occasionally we need to close or withdraw certain facilities (e.g. for health and safety reasons, or maintenance or reasons beyond our control) and we are not liable to you if we do so.

23. Entertainment

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 be required to withdraw or change entertainment or close facilities, and in these circumstances we will not be liable to you for compensation or otherwise.

24. The holiday park

Most of our parks are in country locations and we try to preserve the rural 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 and you should ensure you know about these features and supervise children appropriately.

25. 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 without the General Manager’s permission.

26. Behaviour on park

Your behaviour should be appropriate and should not be noisy, offensive or likely to cause any harm 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.

27. 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.

28. If you have a problem

We do all that we can to ensure you enjoy your holiday. However occasionally problems occur and if they do or you have any concerns about your holiday when staying with us please tell the Park Reception immediately and we will respond to you as soon as possible. We will not be responsible for any matter, which you knew about during your stay but did not tell us about during your stay.

If any matter is not resolved during your stay you must notify us (see below) in writing of this as soon as possible (and in any event within 21 days of the end of your holiday) as otherwise we will not be able to consider it.

29. 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.

30. Website accuracy

Whilst every care is taken to ensure that the details in this website, including any promotional emails, are correct at time of being published, we cannot accept responsibility for errors contained therein or results thereof. We are not responsible to you for unforeseen events or matters over which we have no control.

While we do our best to ensure that all offer information is up to date and accurate, very occasionally some advertised short breaks in certain accommodation may not always be available on all the dates advertised. Please enquire when booking.

31. 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.

32. 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.

33. 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 0844 335 3450, email them using our simple enquiry form or write to:

2nd Floor, One Gosforth Park Way,
Gosforth Business Park, Newcastle upon Tyne NE12 8ET.

Registered in England under number 3864124.


Parkdean Holiday Parks Limited. Registered in England and Wales: Registered number: 3864124
Registered Office: 2nd Floor, One Gosforth Park Way, Gosforth Business Park, Newcastle, NE12 8ET