Terms & Conditions

1. Contract and Booking

1.1. A booking is confirmed upon receipt of the deposit and confirmation from the property owner or managing agent. This constitutes a contract between the guest(s) and the property owner.

1.2. The person making the booking must be at least 18 years old and authorized to agree to these Terms and Conditions on behalf of all members of the party.

2. Payment

2.1. Deposit and Balance Payments

  • A deposit of 30% of the total booking amount is required at the time of booking. This deposit secures your reservation and confirms your booking.
  • The remaining balance is due at least 60 days before the start of your stay. Failure to pay the balance by the due date may result in cancellation of the booking and forfeiture of the deposit.
  • Any booking made 60 days or less from the arrival date must be paid in full at the time of booking to secure the reservation.

2.2. Refundable Security Deposit

  • A refundable security deposit is required and will be held 14 days prior to your arrival date. The security deposit amounts are as follows:
    • Farmhouse: £500
    • Barn: £500
    • Combined Farmhouse & Barn: £1000
  • This security deposit is held by your bank as a pending transaction on the bank card used to pay the balance payment. It is automatically released by your bank 7-14 working days after your departure date, less any deductions for extra cleaning, damages, or other charges as outlined in these Terms and Conditions.
  • The property owner will notify you of any deductions to be made from the security deposit, along with a detailed explanation of the reasons and associated costs.

3. Payment Processing

3.1. Third-Party Payment Provider

Fletchers Combe uses a third-party payment provider, Holiday Rent Payment by Yapstone, to securely process payments for bookings. By making a booking, you agree to the use of Yapstone for the processing of your payment.

3.2. Data Handling

When you make a payment, certain personal information, including payment details, will be securely transmitted to Yapstone. Fletchers Combe does not store your payment details, as they are managed by Yapstone in accordance with their own privacy and security policies.

3.3. Transaction Fees

Any transaction fees associated with the use of Yapstone are included in the booking process and will be clearly stated at the time of payment. Guests are responsible for ensuring that their payment is processed successfully through Yapstone.

3.4. Liability

Fletchers Combe is not liable for any issues or disputes arising from the payment process conducted through Yapstone. Any queries or concerns regarding the payment transaction should be directed to Yapstone’s customer service.

3.5. Security

Yapstone employs industry-standard security measures to protect your payment information. However, Fletchers Combe cannot be held responsible for any unauthorized access or data breaches that occur within Yapstone’s system.

By proceeding with your booking and payment, you consent to the use of Yapstone for payment processing and agree to their terms and conditions, which are available on the Yapstone website.

4. Cancellation and Changes to Booking

4.1. Cancellation

Cancellations must be made in writing (either by email or letter) and sent to the address provided in the booking confirmation. The cancellation will take effect from the date it is received by us.

4.2. Refund Policy

  • If a cancellation is made 60 days or more before the arrival date of the stay, all monies paid will be refunded in full.
  • If a cancellation is made less than 60 days before the arrival date of the stay, efforts will be made to re-let the property:
    • If the property is re-let for the entire period, all monies paid will be refunded, minus a £50 administrative charge.
    • If the property is re-let for part of the period, a proportionate refund will be made, minus the £50 administrative charge.
    • If the property is not re-let, no refund will be due.

We recommend that guests take out cancellation insurance to cover any unforeseen circumstances.

4.3. Change of Booking Date

Requests to change the date of your booking must be made in writing (either by email or letter) and sent to the address provided in the booking confirmation. We will make every effort to accommodate your request, but this cannot be guaranteed and is subject to availability.

  • If the requested change is made 60 days or more before the original arrival date of the booking, and the new dates are available, the booking can be transferred to the new dates without penalty.
  • If the requested change is made less than 60 days before the original arrival date of the booking, and we are able to accommodate the new dates, an administrative charge of £50 will apply.
  • Any difference in the rental cost for the new dates will be adjusted accordingly and reflected in the deposit and balance due.
  • If the new dates are not available and you choose to cancel instead, the cancellation terms in sections 4.2 and 4.3 will apply.

5. Occupancy

5.1. Maximum Occupancy

The number of people occupying the property must not exceed the maximum occupancy limit of the property as follows:

  • Combined Farmhouse & Barn: 22 persons
  • Barn: 14 persons
  • Farmhouse: 8 persons

5.2. Subletting and Assigning

Guests may not sublet the property or assign the booking to another party without prior written consent from the property owner.

5.3. Purpose of Stay

The property is let solely for holiday purposes and may not be used for any other purpose, including events or parties, without prior agreement.

5.4. Illegal Activities

Guests must not engage in any illegal activities on the property. Any such behaviour will result in immediate termination of the booking without refund.

5.5. Access for Maintenance

The property owner or authorized personnel reserve the right to access the property at any reasonable time for essential maintenance or repairs, after providing advance notice to guests whenever possible.

6. Pets

6.1. Acceptance of Pets

All breeds of well-behaved dogs, cats, and small pets are welcome at the property. A fee of £10 per pet, per stay will be charged. The number and type of pets must be stated upon booking. This fee is paid with the remaining balance of the booking.

6.2. Pet Limits

  • Farmhouse: 10 pets
  • Barn: 10 pets

Guests wishing to bring more than the stated limit must obtain prior written agreement from the property owner. Approval for additional pets is at the discretion of the property owner and may incur additional fees.

6.3. Pet Responsibility

Guests are fully responsible for their pets during their stay. This includes ensuring their pets do not cause damage to the property or disturb neighbours. Pets must be supervised at all times and must not be left unattended inside the property unless securely contained and unlikely to cause damage.

6.4. Pet Behaviour

  • Pets are not allowed in bedrooms and carpeted areas unless specific permission has been granted by the property owner. If pets are known to jump on furniture, guests must use throws to protect the furniture from damage and pet hair.
  • Guests are required to clean up after their pets, both inside the property and in any outdoor areas.
  • Pets must be kept under control at all times, especially around livestock and wildlife. Any damage caused by pets, including excessive cleaning due to pet hair, dirt, or accidents, will be the responsibility of the guest, and additional charges may apply.

6.5. Pet Safety

The property owner is not responsible for the safety of pets during the stay. Guests must ensure their pets are safe, secure, and do not pose a risk to themselves or others.

6.6. Pet Waste Disposal

Guests must dispose of pet waste responsibly, using the appropriate bins provided. Failure to clean up after pets may result in additional cleaning fees.

  • A cleaning fee of £50 to £100 may be charged if pet waste is left inside or outside the property.
  • A fee of £75 to £200 may be charged for the removal of pet stains and odours, depending on the extent of the damage.
  • Guests will be charged the full cost of repair or replacement for any significant damage caused by pets, with minor damages incurring a fee of £50 to £150.
  • In cases where pet-related damage or cleaning results in the property being unfit for the next booking, guests may be charged for the loss of rental income.

7. Arrival and Departure

7.1. Check-In Time

Guests may check in to the property from 4:00 PM on the arrival date. Early check-ins are only possible by prior arrangement and subject to availability.

7.2. Check-Out Time

Guests must vacate the property by 10:00 AM on the departure date. Late check-outs are only possible by prior arrangement and may be subject to additional charges.

7.3. Changeover Days

On changeover days, cleaners, the property owner, and authorized contractors have the right to enter the property at 10:00 AM to prepare the accommodation for the next guests. We appreciate your cooperation in vacating the property by this time to facilitate a smooth transition.

7.4. Personal Belongings

Any personal belongings left behind after departure will be kept for up to 30 days and can be returned at the guest’s expense upon request.

7.5. Key Collection and Return

This property operates a self check-in system. A code for the lockbox containing the keys will be provided one week prior to your arrival date. Guests are required to leave the key in the lockbox whenever they go out to ensure its security. Please note that spare keys are not provided, so it is essential to use the lockbox as instructed. Keys must be returned to the lockbox upon departure and the box securely locked. Failure to return the keys or secure the lockbox may result in additional charges.

7.6. Departure Checklist

Before departure, guests are requested to complete the following:

  • Ensure all windows and doors are securely closed and locked.
  • Turn off all appliances, lights, and heating/cooling systems.
  • Place all rubbish and recycling in the designated bins provided.
  • Strip used linens from the beds and leave them on the bed or bedroom floor.
  • Place used towels on the floor of the bath or shower.
  • Load any dirty dishes, cups, and utensils into the dishwasher and turn it on before leaving. Any excess items that do not fit in the dishwasher should be washed and left on the side for the cleaners to put away once dry.
  • Return any furniture that was moved during your stay to its original location, including any items that may have been moved out of the games room or surrounding area.

8. Guest Responsibilities

8.1. Property Care

Guests are expected to take good care of the property and its contents. Any damages or breakages must be reported immediately, and guests may be liable for repair or replacement costs.

8.2. Cleanliness

The property must be left in a clean and tidy condition upon departure. Failure to do so may result in additional cleaning charges. Please refer to the Departure Checklist (Section 7.6).

8.3. Respect for Neighbours

Guests must respect the peace and comfort of neighbours. Any behaviour that is considered disruptive may result in termination of the booking without refund.

8.4. No Smoking

Smoking is strictly prohibited within all properties. Guests found smoking inside the property may be subject to additional cleaning fees and potential termination of the booking without refund. Smoking is only permitted in designated outdoor areas where appropriate bins are provided.

8.5. Energy Conservation

Guests are encouraged to conserve energy by turning off lights, heating, cooling systems, and appliances when not in use. Waste should be disposed of properly, and guests should recycle where facilities are provided.

8.6. Supervision of Children

  • Guests are fully responsible for the supervision of children at all times during their stay, especially in areas that may pose a risk, such as near staircases, windows on upper floors, the boating pond, quarry forest, playgrounds, treehouses, or around farm equipment and livestock.
  • Children must not be left unattended inside the property or in the surrounding outdoor areas.
  • Any children’s play equipment provided is intended for use by children up to 6 years old only. Older children and adults should not use this equipment to avoid potential damage or injury.

9. External Services

9.1. Hiring of External Services

Guests may choose to hire external services during their stay, such as catering, babysitting, dog sitting, transport, or other similar services. These arrangements are made without prejudice, and the property owner does not endorse or guarantee the quality, competence, or suitability of any external service provider.

9.2. Guest Responsibility

It is the responsibility of the guests to satisfy themselves as to the competence, qualifications, and suitability of any service provider they choose to hire. Guests should perform their own due diligence to ensure that the service meets their needs and standards.

9.3. Transactions and Liability

All transactions, agreements, and arrangements made with external service providers are solely between the guests and the service provider. The property owner is not responsible for, and will not be held liable for, any issues, disputes, damages, or dissatisfaction arising from the use of external services.

9.4. Indemnity

Guests agree to indemnify and hold the property owner harmless from any claims, liabilities, damages, or costs arising from their engagement with external service providers during their stay.

10. Property and Land Use

10.1. Farm Environment

Please be aware that the property is located on a working farm where cattle are present. Guests are kindly asked to respect the farm environment and avoid entering areas where cattle are kept, unless otherwise agreed.

10.2. Neighbouring Properties

Our neighbouring properties also keep livestock, including cattle, sheep, chickens, and other animals. Guests are requested to respect the boundaries of neighbouring properties and to avoid disturbing the livestock.

10.3. Livestock Safety

For safety reasons, guests should not approach or attempt to interact with any livestock, whether on our property or neighbouring properties. Children must be supervised at all times when near livestock or farm equipment.

10.4. Public Right of Way

Guests are welcome to use the fields that have public right-of-way paths running through them. When using these paths, please respect the farm operations and livestock in those areas.

10.5. Cattle Movement

The property owner will keep guests informed if cattle are to be moved between fields during your stay. We kindly ask for your cooperation during these times to ensure both your safety and the smooth operation of the farm.

10.6. Gate Etiquette

We kindly request that all gates are closed behind you and that you follow any instructions provided by the property owner regarding the farm’s operation and safety. Please also adhere to any signage or requests made by our neighbours concerning their livestock and property.

11. Liability

11.1. Property Owner Liability

The property owner shall not be liable for any loss, damage, or injury to guests or their belongings during the stay.

11.2. Guest Responsibility

Guests are responsible for ensuring their own safety and the safety of their belongings during their stay.

12. Complaints

12.1. Issue Resolution

Any complaints should be raised with the property owner or managing agent as soon as possible during the stay to allow for an opportunity to resolve the issue.

12.2. Post-Stay Complaints

Complaints made after the stay may not be considered unless there was a valid reason for not raising the issue during the stay.

13. Force Majeure

The property owner is not liable for refunds or compensation in the event of circumstances beyond their control, such as natural disasters, pandemics, or other unforeseeable events that prevent the guest from fulfilling the booking.

14. Communication and Data Protection

14.1. Data Collection

To process your booking, we need to collect and hold certain personal data about you and your party. This may include, but is not limited to, names, contact details, and payment information.

14.2. Lawful Basis for Processing

The personal data we collect is processed on the lawful basis of fulfilling a contract with you (i.e., your booking) and complying with legal obligations. Additionally, if you consent, we may use your data for marketing purposes as described below.

14.3. Data Usage

The data collected will be used to manage your booking, communicate with you regarding your stay, and handle any specific requests or concerns. We may also use this data for administrative purposes, such as accounting and legal compliance.

14.4. Marketing Communications

With your explicit consent, we may use your data to inform you about future offers, promotions, or events at Fletchers Combe. Access to your data for marketing purposes will be restricted to Fletchers Combe and will not be shared with third parties. You can withdraw your consent for marketing communications at any time by contacting us using the details provided in your booking confirmation or by following the unsubscribe instructions in any marketing communication you receive.

14.5. Data Protection Compliance

We comply with all relevant UK data protection legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. Your personal data will be handled securely, and we will take appropriate measures to protect your information from unauthorized access, loss, or disclosure.

14.6. Data Retention

Your personal data will be retained only for as long as necessary to fulfil the purposes for which it was collected, including any legal, accounting, or reporting requirements. We regularly review the data we hold to ensure it is not kept longer than necessary.

14.7. Your Rights

Under UK data protection law, you have the following rights regarding your personal data:

  • Right to Access: You can request a copy of the personal data we hold about you.
  • Right to Rectification: You can request that we correct any inaccuracies in your personal data.
  • Right to Erasure: You can request that we delete your personal data, subject to certain conditions.
  • Right to Restrict Processing: You can request that we limit the processing of your data in certain circumstances.
  • Right to Data Portability: You can request that we transfer your data to another organization in a structured, commonly used, and machine-readable format.
  • Right to Object: You can object to the processing of your personal data in certain circumstances, including for direct marketing purposes.

By making a booking with us, you consent to the collection, use, and retention of your personal data as outlined in this section. If we rely on your consent for processing your data (e.g., for marketing communications), you have the right to withdraw your consent at any time.

14.9. Contact Information

To exercise any of your rights or if you have any questions or concerns about our data protection practices, please contact us at [email protected] or write to us at:

Fletchers Combe, Diptford, Totnes, Devon, TQ9 7NQ, United Kingdom

14.10. Complaints

If you believe that we have not complied with your data protection rights, you have the right to lodge a complaint with the UK Information Commissioner’s Office (ICO).