Booking terms

By making a booking, you agree that:

You have read the Website Terms of use and agree to be bound by them;

The lead name on the Booking will be the person responsible for the Booking and shall be responsible for paying the deposit and the full price, for making any amendment and cancellation requests and for the payment of any additional charges. The lead name accepts these Terms & Conditions on behalf of all persons in the Booking;

You consent to our use of your information in accordance with our Privacy Policy;

and

You are over 18 years of age and where there may be age restrictions in place, you declare that you and all members of your party are of the appropriate age

The HappenOak Treehose online booking system enables Guests to make Bookings 24 hours a day. To confirm your booking, you must pay a 25% deposit (or full payment if booking within 10 weeks of your check in date) and the entire Booking will be subject to the cancellation policy as outlined in clause 2.4.2 below.

  1. Booking and payments

1.1 In order to confirm your chosen Booking, you must pay a non-refundable deposit (or full payment if booking within 10 weeks of the date of your check-in). The deposit is non-refundable as it covers costs incurred and services provided to enable your Booking.

1.2 Your Booking is confirmed and a contract between you and HappenOak Treehouse will exist when we receive payment of the deposit and send you a booking confirmation. This Booking confirmation will normally be sent out within 24 hours in the case of email and seven working days in the case of post and will contain the details of your Booking and of payments made and due. If you have not received your Booking confirmation within the specified time, please notify us as soon as possible by email (admin@happenoak.co.uk). Please check your confirmation carefully and report any incorrect or incomplete information to us immediately.

1.3 Once a deposit has been paid, the full balance payment will be due 10 weeks in advance of your check in. A reminder to pay your balance will be sent to you one week prior to this 10 week date, where applicable, by email. We automatically take the balance payment using the same card as used to make the deposit payment. It is your responsibility to advise us if we should use a different card and to contact us by telephone to arrange for alternative payment method. If the automated balance payment does not successfully go through as there is a problem with your card, such as it expiring, then we will contact you to try and take alternative payment. If you do not make any payment due by the due date for payment and at the latest within 5 days of this date, then with regret, we may cancel your Booking. In these circumstances, your rights to a refund are set out in clause 2.4.2. Please note that if you have paid in a currency that is different to the original pricing, we will not be able to guarantee the same conversion rate that was used to convert the deposit payment.

  1. Cancellation and Amendment by You

For amendments and cancellations relating to Covid-19 travel restrictions/lockdown please see our FAQs.

2.1 If you have to, or want to, cancel or amend your Booking this request must be sent to us by email (admin@happenoak.co.uk) and will be considered and responded to within one working day of receipt. Please ensure that you have received written confirmation of any changes to your Booking prior to travel. Whilst we will always try to help, we cannot guarantee that such requests will be met.

2.2 Any amendments to your Booking or cancellations made by you, at any time, may incur a £50 administration fee in addition to us retaining the non-refundable deposit as per clause 2.4.2.

2.3 Amendments and cancellations can only be accepted in accordance with the booking conditions. We may charge the cancellation or amendment charges shown in the booking conditions (which may be as much as 100% of the cost of the Booking and will normally increase closer to the date of departure).

2.4  General Cancellation Charges:

2.4.1 Cancellation by you at any time will result in your deposit being forfeited, as all deposits are non-refundable. Where a Booking has been taken with a deposit which is less than our standard deposit (25% of the total Booking Fee), the Guest will, upon cancellation, be liable to pay the difference between the reduced deposit and our standard deposit.

2.4.2 In the event of cancellation within 10 weeks of check in the total cost of the accommodation including the deposit is non-refundable. Cancellation should always be in writing to stay@happenoak.co.uk. The deposit is always non-refundable as it covers costs incurred and services provided to enable your Booking.

2.4.3 Cancellation of any holiday after it has been paid in full and at a date 10 weeks or more in advance of your check in date, will result in forfeiture of your deposit (or an amount equivalent where one was not paid as the holiday was paid in full) and the balance being returned to you. Refunds will be processed in the currency of the booking. Where this is different to the currency of the payment card, this will be converted at the current exchange rate on the day of the refund.

2.4.4 If extreme weather prevents you from reaching your holiday, taking or finishing your holiday, you are still subject to these cancellation terms as outlined in clause 2.4.2 above. We strongly recommend that you take out a travel insurance policy which covers this eventuality.

2.4.5 If you fail to check-in on your date of arrival your Booking will be cancelled and no refund will be due.

2.5 General Amendment Charges:

2.5.1 Amendments to your Booking can only be made more than 10 weeks prior to the check in date, after which time amendments may be treated as cancellation and our refund policy as detailed in clause 2.4.2 above may apply. All amendments are subject to availability and may incur a fee at our discretion.

2.5.2 Differences in the total amount payable resulting from amendments to your Bookings will be refunded to you in the case of a decrease in price and paid by you in the case of increases in price.

2.5.3 In the event that a refund is issued it will be in the same form and ratio as the original payment was made. Therefore, if a Gift Voucher was used to purchase the original stay, the refund will be back onto a new Gift Voucher at the same amount as originally used.

2.5.4 In the event that a date swap is offered, this will normally be agreed with a set timeframe to rebook and sometimes a credit against a future stay will be offered via a Gift Voucher.

2.5.5 If a date swap is offered, then the Booking Terms and Conditions applied at the time of your original booking will still apply. Therefore, if your date was swapped within 10 weeks of the date of the original booking was made, the 10 week policy applies to your new stay, but from the date of the original booking only. Any applicable refunds, as detailed in clause 2.4.2 will follow on this new stay, but will be calculated from the date that the original booking was made, as opposed to the date that the date swap was offered or the new date of stay.

  1. Changes and Cancellations by the Owner us

We will inform you as soon as reasonably possible if we need to make a significant change to your confirmed Booking or to cancel your Booking. We will also liaise with you to try and organise an alternative Booking, or a refund but we will have no further liability to you.

  1. Cancellations due to events outside of our control

We may have to cancel a booking due to events outside of their reasonable control (see clause 18). In such circumstances, we will liaise with you and the Owner to try and organise an any alternative Booking, or a refund but we will have no further liability to you.

  1. Complaints

We always aim to provide the best possible holiday experience, however, in the event that you have any complaint or problems during your stay, please immediately notify us during the stay itself, so that we have the opportunity to resolve the given problem at the time. If you do not follow this procedure there will be less opportunity for us to investigate and resolve your complaint and to make your stay as enjoyable as possible. Delays may also mean that amount of compensation you may be entitled to may be reduced or negated. Whether or not your complaint is dealt with satisfactorily, please also let us know of the problem as soon as possible by emailing stay@happenoak.co.uk. This will help us support you with resolving anything. It is important to us to know that you’ve enjoyed your stay or if anything could have been improved.

  1. Pricing

6.1 HappenOak Treehouse reserve the right to amend advertised prices at any time. We also reserve the right to correct errors in both advertised and confirmed prices. Special note: changes and errors sometimes occur.

6.2 Rates are set in British Pounds (GBP). Where this has been converted into the currency of your preference, until the payment stage this will be an estimation only, based on a recent exchange rate. The original rate will be displayed before you confirm your payment and you will be given the option of paying in your own currency at our guaranteed rate, or paying in your own currency and leaving the conversion and any associated fees to your card provider.

  1. Information & Accuracy

The information and prices shown on this website are varied from time to time and may change between the time you first view a property and make a Booking. You should check that all the details are as you expect prior to making a Booking. It is always possible that, despite our best efforts, some of the properties (including the features and extras available) may be incorrectly described and/or priced. If we discover this is the case after you have made a Booking, we reserve the right to contact you with details of the correct information and/or pricing and will give you the option to:

(1) proceed with the Booking based on the correct information and/or pricing, which may require the payment of an additional amount by you;

OR

(2) subject to availability, change your booking dates to dates when the pricing can be honoured and so no additional charge to you. In the event that a lower price can be offered for alternative dates then the difference would be refunded;

OR

(3) cancel the Booking. If we do not receive your instructions within 5 days of contacting you, we reserve the right to cancel your Booking without liability to you.

  1. Our Responsibility for your Booking

In the event that we are found liable to you on any basis whatsoever concerning a booking that has been paid for, our maximum liability to you is limited to twice the cost of your Booking (or the appropriate proportion of this if not everyone on the Booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.

  1. Pets

9.1 We do not accept pets.

  1. VAT

We do not charge VAT.

  1. Insurance

You are strongly recommended to take out personal travel insurance for all members of your party for your holiday, including holidays in the UK. It is your responsibility to ensure that the insurance cover is adequate for your needs, including cancellation and curtailment. Please read your policy details carefully and take them with you on holiday.

  1. Special requests

If you have any special requests (for example dietary requirements, allergy, or cots, please let us know at the time of booking. We will consider all such requests, but unfortunately, we can't guarantee that they will be met and we will have no liability to you if they are not.

  1. Maximum Numbers

Please note that except by prior arrangement confirmed in writing, only the number of persons specified on a booking confirmation may occupy a property. We reserve the right to refuse admittance or revoke a Booking if this condition is not observed and you are unlikely to receive any refund.

  1. Gift Vouchers

14.1 Gift vouchers are available to purchase from £100, to be redeemed against a minimum stay of 2 nights at the Treehouse.

14.2 Payment is required in full when gifting a stay.

14.3 Gift vouchers will be posted via Royal Mail Signed For™ 1st Class once full payment has been received.

14.4 Gift vouchers must be redeemed within 18 months of the date of purchase.

14.5 To redeem a gift voucher, the recipient should contact us at stay@happenoak.co.uk and provide their full name, address, contact number and unique gift voucher code.

14.6 When redeeming the gift voucher(s) value, should the total value equate to less than 25% of the total booking fee, the difference will be payable on booking. If the total booking fee is greater than the value of the gift voucher, payment of the balance will be required no later than 10 weeks before arrival.

14.7 Should our pricing increase, the prevailing nightly rate at the time of gift voucher purchase will be honoured when calculating any balance payment due.

14.8 Once the booking has been confirmed, any request to amend or cancel the booking will be subject to our Booking Terms and Conditions.

14.9 Gift vouchers are to be redeemed against a stay of an equal or greater value and must be redeemed in full on booking. No balance is payable or transferable, and no credit balance is refundable.

  1. Your responsibilities

15.1 As a condition or rental you are under a responsibility to behave in a proper, appropriate and legal manner whilst staying at the property.

15.2 During the period of Covid-19 or any other pandemic it is also your responsibility to ensure that you are healthy and safe to travel and that you respect the safety of the Owner by conforming to social distancing and other current government guidelines relating to your stay.

15.3 You are responsible for informing us of any losses or damage to the property as soon as possible. Please note that you will be liable to pay for any losses or damage to the property caused by you or a member of your party (except reasonable wear and tear).

15.4 You must also leave the property by the check-out time specified on your Booking. If any guest behaves inappropriately or improperly (of which we will be the final judge), or illegally, we reserves the right to ask the guest and their party (at their discretion) to leave the Property before the end of the holiday period and/or refuse any future bookings from you. Any refund for so doing will be entirely at our discretion.

15.5 You agree not to use the Property for any commercial, business or re-sale purpose, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity. If you do wish to use the Property for a commercial purpose, please contact us.

  1. Governing Law and Jurisdiction

These terms and conditions have been drafted in accordance with and are governed by English law and the courts of England and Wales have exclusive jurisdiction in relation to any and all disputes arising out of these Terms & Conditions.

  1. Discrepancies

In case of a discrepancy between these Terms & Conditions and any other booking terms Agency Terms & Conditions shall prevail.

  1. Validity clause

In the event that a court finds that a condition in these Terms & Conditions is illegal or void, the illegal or void provision will be severed from the remainder of the Terms & Conditions, which will continue to be valid and have full force and effect.

  1. Events beyond our control

If we are prevented or delayed from complying with any of our obligations under these Terms & Conditions or a contract for a Booking due to events or circumstances beyond our reasonable control, the inability or delay in performing those obligations will not be treated as a breach of these Terms & Conditions or a contract for a Booking. Examples of such events or circumstances include fire, flood and other acts of God, strikes, trade disputes, lock outs, restrictions of imports or exports, riot, accident, disruption to energy supplies, civil commotion, acts of terrorism or war, pandemic (including Covid-19), any national/local/regional government restrictions.