Trillow House / School House
1. Your booking
1.1. We reserve the right to accept or decline bookings entirely at our discretion.
1.2. Your contract with us will begin when we issue you with your booking confirmation and will be based on the terms and conditions set out in this document.
1.3. All bookings are confirmed when we issue you with your booking confirmation. Your booking confirmation will detail the Accommodation you have booked, the dates of your booking, the total amount payable for your booking and the dates on which payments are due. We’ll issue you with your booking confirmation by email or, if requested, by post.
1.4. You, as the person making the booking, will be responsible for all members of your party. You must be at least 18 years old at the time of booking.
1.5. Children under the age of 18 must be accompanied by an adult.
2. Paying for your Accommodation
2.1. If you don’t make any payment by the date it is due, we’ll remind you by post, email or telephone. If you fail to make the relevant payment within 14 days of the due date, we’ll assume you want to cancel your booking. If this happens, your booking will immediately be cancelled, and the cancellation charges set out in Section 4.4 (“If you want to cancel your booking”) will apply.
2.2. We will only accept payment by cheque where the cheque is drawn from a bank based in the United Kingdom; this is because of the additional costs and processing time for cheques outside this area.
2.3. Promotional offers will only be applied if they are valid and quoted at the time of booking. Promotional offers can’t be combined or used retrospectively to apply to existing bookings. In addition, we reserve the right to change or withdraw a promotional offer at any time by amending or removing details of these offers from the relevant sections of our website.
2.4 Where we are unable to provide you with a discount or offer on your booking due to this offer having been withdrawn or amended prior to your booking being confirmed, we will email you to notify you the offer is no longer available and cancel your booking.
3. Pricing for our Accommodation
3.1. We regularly review and amend the prices we charge for stays at Trillow House. For the most up to date pricing information please check our website. We will confirm the price of your Accommodation at the time you make your booking and in your booking confirmation.
3.2. There is no VAT chargeable on our prices.
3.3. We reserve the right to charge for water, gas and electricity that may be applicable to the Accommodation, should there be exceptional levels of usage during your stay.
3.4. We reserve the right to remove any incorrectly applied discounts.
4. If you need to cancel your booking
4.1. Your contract with us is a contract for the provision of leisure Accommodation on a specific date or dates and this means that you do not have a statutory right to change your mind and cancel the contract. We do, however, offer you the right to cancel your contract subject to the provisions of this Section.
4.2. If you wish to cancel a confirmed booking you must let us know by telephone (07798657870) or email (info@trillow.uk) as soon as possible quoting your booking reference and, in any event, prior to the first day of your booking. Your booking will be cancelled with effect from the day we receive your telephone call or email and will be subject to the cancellation charges set out in Section 4.3 below. Please ensure that you have established contact; cancellation will be established by receipt of our written confirmation.
4.3. Our cancellation charges are calculated according to the time between when we receive notification from you that you wish to cancel your booking and the start of your booking. If we move your booking to new dates or alternative accommodation, the cancellation charges will be a minimum of what was due at the time of the move.
Our cancellation charges are set out below:
| No. of days prior to booking start date | Cancellation charge |
| 180 – 59 days | 33% of the total booking charge |
| 60 – 30 days | 50% of the total booking charge |
| Under 30 days | 100% of the total booking charge |
4.4. If you terminate your booking after the booking start date, we will not issue you any refund for any remaining nights of your booking. To clarify, this includes when you cancel your booking for any reason outside of your reasonable control, including without limitation, inclement weather and illness. We strongly recommend you take out comprehensive holiday insurance to compensate you in these circumstances.
5. If you want to change your booking
5.1. If you want to change any detail of your confirmed booking you must let us know by telephone, by email or in writing as soon as possible, quoting your booking reference.
5.2. Whilst we’ll do our best to accommodate you, we can’t guarantee that we’ll be able to meet any request for changes. Please note that it’s not possible for us to change bookings less than 30 days prior to the start of your holiday. Any reduction in the number of nights will be treated as a partial cancellation and cancellation charges calculated in accordance with clause 4.4 may apply.
6. If we need to change or cancel your booking
6.1. We don’t expect to have to make changes to your booking, however sometimes problems happen and bookings have to be changed or cancelled. We will only change or cancel your booking:
6.1.1. if necessary to perform or complete essential remedial or refurbishment works; or
6.1.2. for other reasons unforeseen at the time you made your booking which are beyond our reasonable control. This may include occasions where the Accommodation becomes inaccessible due to a Meteorological Office Severe Weather Warning or other severe weather event.
6.2. If we do need to change or cancel your booking for the reason set out in Section 6.1.1 we will do our best to assist you to find a suitable alternative booking. If we’re not able to find you a suitable alternative, or if you don’t accept the alternative we offer, the booking will be deemed cancelled and we will refund you the total amount you have paid us for the booking.
6.3. If we do need to change or cancel your booking for the reasons set out in Section 6.1.1, we’ll only be responsible for foreseeable losses that you suffer as a result of that change or cancellation, and we will not be responsible for any unforeseeable losses you suffer as a result of that change or cancellation. A loss is foreseeable if it is an obvious consequence of our change or cancellation of your booking or if it was contemplated by you and us at the time we entered into this contract.
6.4. We strongly recommend that you obtain appropriate and comprehensive travel insurance for all members of your group. This should ideally cover illness, cancellation and injuries during your stay.
7. Special requests
7.1. Special requests must be requested at the time of booking and no later than 7 days prior to travel. Whilst we’ll do our best to accommodate you, we can’t guarantee that we’ll be able to meet any request.
8. Failure to comply
8.1. Please note that if you fail to comply with our house rules and/or those set out in this document, we may need to exercise our rights under Section 14 (“Our right to evict”).
9. Visitor standards and behaviour
9.1. You’ll be provided with a Trillow House User Guide in the house, containing important information about your stay, as well as things to do and see in the area. Please ensure that you and your party read this folder carefully on arrival. You must also ensure that you and your party familiarise yourselves with the layout of the Accommodation and the location of the fire exits.
9.2. You must only use the Accommodation for the purposes of your holiday. You must not use the Accommodation for any other purpose, including for any business purposes, without our prior written consent.
9.3. You must keep the Accommodation and its contents clean and tidy and leave them in the same condition as when you arrived. You must not move any furniture. Check-out instructions will be provided in the house user guide and in a pre-departure email.
9.4. You mustn’t use the Accommodation, or allow it to be used, for any dangerous, offensive, noisy, illegal or immoral activities. You must not cause any nuisance or annoyance to any neighbours or anyone else during your stay.
9.5. Smoking is not permitted in any part of your Accommodation. Please note smoking includes use of vapes and/or e-cigarettes. You and your party must not smoke inside the house. You and your party must not use candles, tea-lights, fireworks or Chinese lanterns at the house.
9.6. You must comply with the barbeque instructions provided, particularly regarding the use of the gas, for your safety and that of other guests.
9.7. A single small to medium-sized dog is permitted. You must tell us at the time of booking if you wish to bring a dog. We request that you do not leave them unattended, do not allow them upstairs or on the furniture and remove any dog mess from the garden before checking out. You can find more information about our dogs policy in guest folder at the property.
9.8. You must not charge an electric vehicle from the house.
9.9. Please note that if you do not comply with the standards and behaviours set out in this Section 9 we may need to exercise our rights under Section 14 (“Our right to evict”).
10. Maximum occupancy
10.1. You must ensure that the maximum number of persons occupying the Accommodation does not exceed four (or five if an additional child truckle has been requested). You must not bring additional camp beds or mattresses to the house or allow tents, caravans or campervans to be parked at the house. For the purposes of occupancy limits a child over the age of 2 is considered an occupant.
10.2. We reserve the right to require you to leave the premises (without any compensation or refund) if you exceed the maximum occupancy limits as described in this Section 10.
11. Damage to the house and contents; complaints
11.1. If you discover that anything is missing or damaged on arrival at your Accommodation you must notify us immediately on 07798 657 870. If you don’t notify us, we’ll assume that you caused the relevant damage or loss.
11.2. You will be responsible for the cost of any damage to the house or its contents caused by you or by any member of your party or animal brought with you. We recommend that you have comprehensive insurance in place to cover this.
12. Standard of Accommodation
12.1. We take care to ensure that our Accommodation is of a high standard. However, if you have any problems with your Accommodation, please contact us immediately and give us the opportunity to resolve it.
12.2. In considering any complaint we will take into account whether we have been given the opportunity to investigate it and put matters right as detailed in section 12.1.
12.3. Please note that we will not tolerate any written, verbal or physical abuse towards any of our staff or representatives.
13. Access for maintenance and repairs
13.1. The gardener may visit during your stay. Every effort will be made to minimise disturbance.
13.2. Our staff or contractors may need to access the property if there is an unforeseen problem, to investigate an incident you have raised, or to perform certain routine property checks. If this happens, we’ll do our best to let you know in advance of the date and time that we will need access.
13.3. If we do need to access the Accommodation for any reason, we’ll always try to access the property at reasonably convenient times (other than in the event of an emergency).
14. Our right to evict
14.1. We may terminate our contract with you and ask you to leave the Accommodation immediately (without any compensation being payable) if:
14.1.1. we consider that you or your party have committed a serious breach of these terms and conditions;
14.1.2. we consider that your or your party’s behaviour endangers the safety of others;
14.1.3. any complaints are made of anti-social, abusive or unacceptable behaviour against you or your party;
14.1.4. you or your party cause an unreasonable amount of damage to the property or its contents; or
14.1.5. you exceed the maximum occupancy limit for your Accommodation.
15. Our liabilities
15.1. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is foreseeable as a result of our breach of these terms and conditions or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into this contract.
15.2. Nothing in these terms and conditions is intended to limit our liability for:
15.2.1. death or personal injury caused by our negligence;
15.2.2. fraud or fraudulent misrepresentation on our part; or
15.2.3. any breach of the terms implied by Section 10, 11 and 13 of the Consumer Rights Act 2015
15.3. Nothing in these terms will affect your legal rights in respect of your booking.
In these terms and conditions “you” or “your” means the person named in the booking confirmation. “We” or “us” means the owners. Accommodation means Trillow House/School House, Clungunford.
Terms and Conditions as from December 2023