Terms & Conditions

Updated 22nd February 2022

General

Wensum Water Retreats T/A Wensum Developments is incorporated in England whose registered office is Wensum Pools Ltd, Swaffham Road, South Raynham, Norfolk, United Kingdom NR21 7HN.

Customers renting property through Wensum Water Retreats “us” are referred to as “the Guest”.

We reserve the right to make amendments to the content of a property booking. In the unlikely event that we are forced to cancel a booking for any reason, we will give you as much notice as we reasonably can and will offer a full refund or an alternative date. We will not, however, be liable to you for any losses or expenses that you may incur, we strongly recommend that you take out suitable travel insurance.

Rental Information

Rental duration has a minimum of 3 nights from Friday to Monday with a maximum rental of 4 weeks.

Our Check In/ Check Out days are Friday’s and Monday’s only.

Check in is from 3pm and check out is 10am.

Any other requests must be agreed in advance of the booking.

Every effort will be made to ensure the standard described for the property and all items of equipment described and supplied by us are in good working order. However, no guarantee is given or liability accepted if any breakdown occurs or any item is temporarily unavailable. Repairs will be carried out as soon as possible.

Payments

All bookings require a 50% deposit at time of booking if the booking is before 30 days before your arrival date. Full payment is required 30 days before arrival

Full payment is required for bookings that fall inside the 30-day window of arrival.

Should Wensum Water Retreats no accept or reject a booking request, all sums of money paid by the Guest in relation to the booking will be refunded immediately.

No booking fee will be added to the booking through Wensum Water Retreats. If you see our properties on another website these may be subject to booking fees.

Bookings are subject to a 30-day cancellation policy, after which guests are liable for a full charge. If you inform us that you are unable to attend we will allow you to transfer your booking to another equivalent date.

Wensum Water Retreats reserves the right to amend prices on the website due to errors or omissions, but such charges shall be notified to the Guest as soon as possible.

Payments may be made by electronic bank transfer, debit card or credit card and through PayPal. Cheques will not be accepted.

Good Housekeeping Deposit

We are privileged to be able to offer our Guests the luxury of some stunning holiday properties in Norfolk and we will require the value of 1 night’s stay Good Housekeeping Deposit to cover any additional cleaning surfaces required as a result of the conduct of the guest or members of the guest’s party, dog or any other person authorised to enter the property at the guest’s invitation or authority. Please note this payment is returned within 5 working days of your departure. Guests are liable for loss and damages caused to the property and contents to the full value of the loss even though the value of the loss exceeds the Good House Keeping Deposit.

We would be grateful if damages could be made aware of and understand that accidents do happen.

All guests agree to abide by the house rules which are provide.

The Good Obligations

To take good care of the property and leave it in a clean and tidy condition at the end of the stay, with the exception of linen to be laundered. A cleaning service is not provided during the rental unless otherwise requested. Should the Owner of Wensum Water Retreats be dissatisfied with the condition of the property open the guests’ departure, the additional cleaning fee will be charged at £20 per hour and will be claimed from the Good House Keeping Deposit.

On departure all windows and doors must be checked and securely locked. Keys must be returned to Wensum Water Retreats in a location specified at time of booking. In the event that keys are not returned, then a charge will be incurred by the guest to cover the locksmith costs to changes locks and replace keys.

To permit Wensum Water Retreats reasonable access to the property.

Not to part with possession of the property, or share it, except with members of the party shown on the Booking Form. All Guests at the property must be notified to Wensum Water Retreats at the time of booking.

Not to sell of transfer the booking to another party without Wensum Water Retreats agreement.

Not to smoke at any Wensum Water Retreats Property. Smoking is permitted outside the property on condition that all cigarette butts and ash are cleared and disposed of, by you, the guest, before departure.

If the Guest, or any members of your party leave any personal belongings behind at the property after departure, the Guest will be charged the cost of postage and packaging and an admin fee to have them returned. Any items found by the servicing company responsible for the property will be disposed of within 30 days if not claimed. All perishable foods will automatically be disposed of at the time of the changeover.

Liability

Wensum Water Retreats will not be liable for any act, neglect or default on the part of the Owners or any other person not within their employ or otherwise under their control, nor for any accident, damage, loss, injury, expense or inconvenience, whether to person or property, which the Guest or any other person may suffer or incur arising out of, or in any way connected with, the rental unless Wensum Water Retreats is responsible. In addition, the Owners and Wensum Water Retreats will accept no liability for loss of, or damage to the Guest’s possessions on the Owners property or land.

Nothing in these clauses excludes or limits the liability of Wensum Water Retreats or the Owners: For death or personal injury caused by Wensum Water Retreats or the Owners negligence. For any matter which it would be illegal for Wensum Water Retreats or the Owners to excluded or attempt to excluded their liability.

Pets

Wensum Water Retreats allows pets with prior consent at the booking process. Guests are requested to keep their pets under control and to keep off any furniture within the property, unless provided for the pets.

Pets are not permitted in the bedrooms or on the furniture and neither Wensum Water Retreats nor the Owners can accept responsibility for their safety. Pets must not be left in the property unsupervised.

Any fouling of lawns, paths or outside surfaces shall be cleared up without delay, by the Guest. Failure to do this will result in additional charges being made which will be claimed from the Good Housekeeping Deposit.

Complaints

All complaints must be notified to Wensum Water Retreats as soon as reasonably possible, as Wensum Water Retreats may be required to carry out an on-the-spot investigation and if necessary, request the Owner to take remedial action. Guests have a legal obligation to mitigate their loss.

Breach of Contract

If these is a breach of any of these clauses by the Guest or any of their party, Wensum Water Retreats reserve the right to re-enter the property and end the Holiday and ask the Guest and their party to leave.

Data Privacy

In making a booking we will ask for personal information such as your name, postal address, email address, telephone number and payments details. We may use the data to inform you about news and information we think may be of interest to you. We will not pass your information onto any third parties for the purposes of administration. By booking with us you are deemed to have consented to the use of personal information for this purpose.

Wensum Water Retreats is committed to protecting your privacy. We will only use the information that we collect about you lawfully, in accordance with the Data Protection Act 1998.

Governing Law

Wensum Water Retreats, the Owner and the Guest, agree that the law applying to this Contract will be English law and that we agree that the jurisdiction of the English Courts shall apply in any dispute or claim arising out of this agreement.