Thurston Manor

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Terms and conditions

Please read the park terms and conditions below and the Pitchup.com terms and conditions.

Please read these conditions carefully. In making a booking you warrant that you are 18 years of age or over and have the authority to accept and do accept on behalf of your party the terms and conditions set out below.

Terms

Your contract will be with “the Company”, Verdant Leisure Limited (Co. Reg. No. 2548086), the owner of the accommodation.

The contract is subject to English law and the non-exclusive jurisdiction of courts within England and Wales.

If you expect to arrive after 6pm please let the park know to arrange key collection. For non-arrivals, unless the park is previously notified, accommodation unclaimed by 8am on the day following your holiday start date will be treated as a cancelled booking and the accommodation may be re-let.

Our prices and charges shown are inclusive of VAT (where applicable). We reserve the right to amend the VAT element of our pricing in the event of any government changes in VAT. Additional supplements may apply. We guarantee that once you have made your booking and paid a deposit we will not increase your holiday price unless you make a change to your booking.

All offers and bookings are subject to availability. A binding contract comes into existence between you and the Company once we have your deposit has been paid and we have issued a hire invoice and/or booking acceptance by email, fax or post. You must check your hire invoice and booking acceptance as well as all other documents we send you carefully as soon as you receive them. If any information appearing on any document appears to be inaccurate in any way you must let us know immediately. We regret that we cannot accept any liability to make changes if we are not notified within 10
days of sending it out.

The total number in your party must not exceed the capacity of the accommodation as advertised by us.

When you book you must pay the applicable deposit. Please keep your confirmation safe as you must present this on arrival at your park. Please note that balance payments made by credit card are subject to a handling charge of 2%. There is no charge for debit cards.

Once a booking has been confirmed, should you require it to be amended or re-invoiced then, if we accept this change, an administration fee of £20.00 incl. VAT will be charged. Up to 6 weeks before your holiday start date you may change your accommodation to another one at the same park as your original booking and within the same calendar year, subject to availability, payment of the above fee and any outstanding difference in price. You may transfer your booking to someone else/another party (introduced by you) at any time providing that you pay the administration fee and any outstanding balance. Bookings may not be transferred to other parties after we have received notification of cancellation.

Telephone us immediately if you have to cancel and on the same day send us written confirmation including your booking reference number. Please note that no refund will be provided.

Very occasionally, in circumstances of ‘force majeure’ as defined below, we may have to cancel your booking. We will tell you as soon as possible and offer you an alternative or a full refund. We regret that we cannot pay compensation or any reimbursement of any costs or expenses which you may incur as a result of any such cancellation or change.

We have taken care to ensure accuracy, however information and prices may have changed by the time you book. There may be small differences between the actual accommodation and the facilities and its description as we are always looking for ways to make improvements. Whilst every care is taken to ensure that the details shown are correct we cannot accept responsibility for errors contained therein or the results thereof.

We reserve the right to alter or withdraw amenities or facilities or any activities without prior notice where reasonably necessary due to repairs, maintenance, weather conditions and circumstances beyond our control. Opening times may be limited outside the main holiday season. Certain facilities and activities are subject to an additional cost. Certain facilities have age restrictions. Some facilities may be restricted to peak periods only, please check at the time of booking. Payment for use of these facilities can be made at the Park Reception on request. In accordance with UK licensing laws, we can only sell alcohol to persons aged 18 or over. We may require you to show proof of age using an approved form of identification. Some venues have age restrictions covering certain times.

We reserve the right to terminate a holiday after the keys have been handed over, if in the opinion of the
management, the unreasonable behaviour of anyone in your party is likely to impair the enjoyment, comfort, or health of other guests or members of staff. No refund will be provided.

We aim to make our holidays and facilities available and accessible for all although many park locations
and much of our accommodation is unsuitable for visitors with mobility issues.

You may be asked for a security deposit on arrival at your park. This will be returned to you after your holiday provided that your accommodation is undamaged, clean and tidy.

Special requests e.g. for adjacent or specific accommodation

These cannot be guaranteed but every effort will be made to satisfy them. When booking online, you will be allocated the first available accommodation unit. Any special requests after booking must be organised through our reception team on park. If you book on-line and want to make a special request after the event you will be charged a £20.00 administration fee.

We cannot accept responsibility or pay any compensation where the performance or prompt performance of the contract is prevented or affected by reason of circumstances which amount to “force majeure”. These include any event which we could not, even with all due care, foresee or avoid. Such circumstances include the destruction or damage of your accommodation (which cannot reasonably be remedied to a satisfactory standard before the start of your holiday) through fire, flood, explosion, storm or other weather damage, break-in, criminal damage, riots or civil strife, industrial action, natural or nuclear disaster, war or threat of war, actual or threatened terrorist activity, epidemic or similar situations beyond our control

The lakes at Thurston Manor and Riverside are stocked with Rainbow Trout 10” and upwards. Fishing Permits are available from Reception at a cost of £14.00 per session. Fly fishing only is permitted. A maximum of 3 fish may be taken per session.

We welcome well-trained dogs at our parks but dogs that are specified in the Dangerous Dogs Act are not permitted. This includes all breeds of pit bulls, Japanese Tosa, Dogo Argentino and Fila Brasileiro even where these types of dog are muzzled. We reserve the right to require the owner of any dog or pet considered disruptive or affecting the comfort of guests to remove it from the Park. There is
no charge for registered assistance dogs for disabled guests. Other pets may be permitted at our discretion.

You must tell us that you are bringing a pet at the time of making your booking. Pets must not be left unattended on the Park. They must be exercised on a lead and in the charge of an adult. You are responsible for cleaning up after your pet. Pets are not allowed in reception, central complex areas, clubs, shops, bars or swimming pool areas.

Smoking is not permitted in any of our public facilities.

Your vehicles, their accessories and contents are left entirely at your own risk. We cannot accept responsibility for any loss or damage from or to any vehicle from any cause whatsoever. Speed limits in force on the Park must be followed for the safety of all our guests. Parking and other regulations may vary between our Parks.

We will do everything possible to provide you with an acceptable standard of accommodation. However, if there is a problem please report it immediately to Reception when remedial action, as appropriate, will be taken. We will use our best endeavours to resolve the problem as quickly as possible. If we are unable to resolve the problem we will move you to an alternative unit in a similar or upgraded category. If, at the end of your holiday, you feel that we have not dealt with your complaint satisfactorily, please write to the Park Manager within 28 days of your return. You will then receive acknowledgement allowing us 14 days to investigate. The Company cannot accept any liability in relation to any shortcomings or claim of whatever nature if you fail to notify us of any complaint during your holiday allowing us the opportunity to resolve any issues to your satisfaction whilst you are with us.

Neither we nor our employees or agents accept liability for any personal injury, loss or damage which may be sustained by you or any other members of your party except where it arises from the negligence or wilful default of us, our employees or agents. For all claims other than death or personal injury, which result from the non-performance or improper performance of our contract, we may compensate you through either monetary payment or offer you a reduced or complimentary holiday break. No compensation will be payable unless matters have been reported in line with our complaints procedure as set out in paragraph 26 above. Where alternative accommodation has been offered and refused we reserve the right not to make any further compensatory offers.

We will use the personal information that you provide to process your booking and provide you with your holiday and for internal statistical, market research and recording purposes. We may also need to pass your information to third party service providers such as insurance companies and travel providers. We will only correspond with the lead customer on the booking. It is your responsibility to inform all other members of your party what information about them you are providing to us, and what we will use it for.

Your Data Controller is Verdant Leisure Limited. You are entitled to a copy of your information held by us on written request to the Data Protection Administrator, Verdant Leisure Limited, Riverside Leisure Park, South Road, Wooler, Northumberland, NE71 6NJ.

We will hold your information, where collected by us, and may use it to provide you with holiday or special offer information. If you do not wish to receive such information in the future please write to us at the address above. We will not pass on your information to third parties for marketing use without your permission.

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