Booking Terms and Conditions

1 - Definitions

In these conditions: ‘The Agent’ means ’Duchy Holidays’. The ‘Owner’ means the owner of the property. ‘The Client’ means the person making the booking and, where appropriate, includes the members of his party. ‘The Property’ and ‘The Accommodation’ means the house, cottage, bungalow or flat let to the Client.

2 – Bookings

Bookings will only be accepted with the Agents agreement and a deposit of one-third of the total payable in respect of the booking (excluding the Security Deposit). Bookings made within six weeks of the start of the holiday must be accompanied by the full amount payable in respect of the booking (plus the Security Deposit where applicable).

3 - Payment of balance

(i) The date on which the balance is payable will be sent out in the booking confirmation but, in any event, must be paid to the Agent not later than 6 weeks before the holiday is due to commence (‘the due date’).

(ii) The deposit will be accepted in part payment of the total payable in respect of the booking. If the balance of the total payable is not paid in full by the due date, the Agent shall be entitled to cancel the booking without notice to the Client and without incurring any liability to the Client in respect of any loss or damage following such cancellation. The cancellation will be deemed to have been made by the Client and the provisions of Clause 4 shall apply in such case.

4 - Cancellation

(i) In the event of the cancellation of the booking by the Client the total payable in respect of the holiday will remain due (excluding the Security Deposit and any charge for extra facilities such as central heating).  If the agent is able to re-let the accommodation for the relevant period (or any part of it) the Agent will refund to the Client seventy-five per cent of any amount received in respect of the re-letting (excluding the Security Deposit and any amount received for extra facilities).

(ii) Whilst all bookings are accepted in good faith, in the unlikely event of an occurrence making it necessary for the Agent to cancel the booking, the Agent’s liability shall be limited to monies paid by the client in respect of the booking. Wherever possible, however, alternative accommodation will be offered.

(iii) We recommend that you take out a holiday cancellation insurance.  We have no business connections with any holiday cancellation insurance company and cannot be held responsible for the cancellation of any holiday.

5 - Security Deposit

A Security Deposit is payable to the Agent and held by the Agent on the Owner’s behalf to cover losses, damage and additional cleaning charges if the property is left in an unsatisfactory condition. Charges for extra services provided by the Owner such as the provision of groceries, fuel, etc., may also be deducted from this deposit if not settled locally before the end of the holiday.  This deposit, less any charges will normally be refunded within fourteen days of the end of the tenancy except in those cases where are an estimate has to be obtained for the cost of repairs or replacement. The client is liable for the full amount of any damage and the Client’s liability is not limited to the amount of the Security Deposit. Any dispute about the deduction from the security deposit must be taken up with the owner direct. A £15 charge will be made for any deposit that is returned via bank transfer to a non-UK account. We therefore recommend overseas customers pay their Security Deposit by Credit Card to ensure the maximum amount can be returned where applicable.

6 - Booking fee

For each booking made there is a £10 booking fee.

7 - The Tenancy

(i) The Property will be available to the Client and members of his party only and shall be used solely for the purpose of a holiday within the meaning of Section 9 of The Rent Act, 1977

(ii) In no circumstance may the period booked be exceeded, unless prior written permission has been given by the Agent. The Client will be liable for all additional charges in respect of such extension.

(iii) The total number of persons shall not exceed the number stated at the time of booking unless notified to and agreed by the Agent in writing before the commencement of the holiday and in any event shall not exceed the number stated in the Property description.

(iv) All bookings commence at the time stated in the Property description.

8 - General

(i) The Client undertakes to keep the Property and furniture, fixtures, fittings and effects in or at the Property in the same state of repair and condition as at the commencement of the holiday (reasonable wear and tear excepted), and to leave the Property in a clean and tidy condition at the end of the holiday. If any items are lost or damaged during the holiday, the Client shall be responsible for the cost of replacing with the same or similar or making good such lost or damage items before the end of the holiday. Any cost to the Owner of replacement or making good will be deducted from the Security Deposit.

(ii) The inventory displayed in the Property will be deemed to describe the contents of the Property correctly unless discrepancies are reported to the Owner, the Caretaker or the Agent within 24 hours of arrival.

(iii) If the client’s first choice of accommodation is not available, the Agent will, if possible, reserve the Client’s second choice. The Agent reserves the right to request a further sum by way of deposit if the amount paid with the booking is less than one-third deposit payable in respect of the Client’s second choice.

(iv) In the event of the agent being unable to reserve the accommodation requested, all monies paid will be returned in full. The agent reserves the right to decline bookings without giving any reason.

(v) The Agent and the owner reserve the right to enter the Property at all reasonable times, with or without workmen, for the purpose of inspection or to carry out any cleaning, repair or maintenance to the Property or equipment.

(vi) In spite of the care and precautions taken it is possible that clients could have grounds for complaint about the property they have chosen. Any complaints must be taken up immediately with the Agent so that an investigation can be made if necessary. In no circumstances will compensation be made for complaints raised after the holiday has ended.

(vii) The client shall not cause, or allow to be caused any nuisance or annoyance to any occupant of any neighbouring premises.

(viii) The Agent is acting as agent for the Owner and the Agent shall have no liability to the Client for any loss or damage caused by any act or omission outside the Agent’s control.

(ix) Definitions of the areas in which the Properties are located are given in a general sense only. Both the area and facilities available vary from time to time and sometimes vary on a seasonal basis.

(x) The description of the Property was accurate at the time of publishing, but features of the property may be changed by the Owner from time to time. The Owner has agreed with the Agent, however, not to reduce the amount of accommodation available or to reduce its standard below that referred to in the General Information provided on Duchy Holidays' website.

(xi) The Client is authorised by all adult members of this party to confirm the booking on behalf of them all so that they shall be subject to these Conditions. The Client accepts responsibility for all damage to the Property or any of its contents or the loss of any of the contents during the letting to him caused by any member of his party or any person entering the Property with the consent of the Client or any member of his party apart from the Owner or any person authorised by the owner.

9 - Older Cottages

We have a number of beautiful and charming old cottages in our portfolio, traditional properties that date back to the 1800s, and we ask that guests bear in mind that these character cottages were built long before cavity insulation and damp-proof coursing were the norm! It is therefore likely that the odd damp patch and condensation will be apparent in older properties, especially during the low season with the Cornish climate, and proximity to the sea.

It is helpful to keep the air circulating, so we suggest keeping a couple of windows open, and also to avoid leaving wet towels and washing inside the property. Whilst each property is carefully selected and regularly inspected, these issues do occur, and guests are advised to take this into account when making their choice of accommodation, especially if babies, elderly people and those with chest conditions are in the group.

Please also remember that much of the charm of an older cottage is in its features such as low beamed ceilings and uneven steps which may not be suitable for everyone. We are happy to discuss the type of property you would like and make suggestions to help find the perfect holiday property for your requirements.

10 - Complaints

Dissatisfied with your accommodation? Please let us know!

It is our genuine aim and sincere wish that every guest has the best possible holiday experience when booking with Duchy Holidays. However occasionally problems do occur, and in these instances we ask that guests inform us straight away so that we have the opportunity to resolve the issue and you are able to continue enjoying your holiday. Please don’t keep quiet if something isn’t right: unfortunately there is very little we can do to help once your holiday has ended.