Terms and conditions

1. Introduction

We are Pitchup.com Ltd, a company registered in the UK with company number 06636463 registered at Zeeta House, 200 Upper Richmond Road, Putney, London, United Kingdom, SW15 2SH (“Pitchup.com”, “we”, “us”, “our”). References to “you” and “your” in these terms means all persons on the booking and any users of the website, www.pitchup.com (“Website”).

Pitchup.com provides an online platform through which campsite providers can advertise and offer their campsites and holidaymakers can search for and book accommodation. These Terms govern your use of the Website and bookings made through it.

By using and/or visiting the Website you agree to these terms and conditions (“Terms”) and the Privacy Policy on the Website (“Privacy Policy”). If you disagree with any part of these Terms you must not use the Website.

These Terms replace previous versions of our terms and conditions and apply to bookings made and use of the Website from 3 August 2026. We may update these Terms from time to time. Any changes will apply only to future use of the Website and to bookings made after the updated Terms come into effect. The version of these Terms in force at the date and time a booking is completed will continue to govern that booking.

References to “campsite provider” mean the owner/provider of the campsites, holiday parks, lodge parks and other accommodation of any description featured on this website, and references to “campsite” means the campsite, holiday park, lodge park and other accommodation of any description featured on this Website. References to “pitches” mean the accommodation including all facilities and services advertised on our Website that we have agreed to arrange in connection with your confirmed booking.

2. Important information

Pitchup.com operates an online booking platform and acts as a booking agent in respect of bookings made through the Website. By proceeding to book pitches and/or other services through the Website, you accept that you will be entering into a direct and legally binding contractual relationship with the campsite provider. Where the campsite provider has its own terms and conditions, these will be made available to you via a link on the booking page.

You accept that we have not in any way selected or assembled your travel arrangements for you. Your accommodation arrangements are not a package and do not fall within the Package Travel and Linked Travel Arrangements Regulations 2018. As a result, your booking does not benefit from the protections available for package holidays.

The information we disclose on the Website about campsites is based on information provided to us by campsite providers. Although we will use reasonable skill and care in performing our services, we do not verify information provided by campsite provider and cannot guarantee that such information is accurate, complete or up to date, nor can we be held responsible for inaccuracies, misleading or untrue information, or non-delivery of information provided by campsite providers.

Pitchup.com does not conduct inspections of campsite providers and does not verify the quality, safety or suitability of accommodation offered by them. If you have special requirements please confirm all details with the campsite.

Each campsite provider remains responsible at all times for the accuracy of the information it provides (including prices, facilities, accreditations, policies, conditions and availability) displayed on the Website. The Website should not be regarded as a recommendation or endorsement of the quality or service level of the accommodation or services offered for sale through the Website.

Pitchup.com uses reasonable skill and care to ensure that the total price of the accommodation, including mandatory taxes, fees and charges known to us, is displayed clearly and upfront before you complete your booking.

Pitchup.com is responsible for errors directly caused by its own acts or omissions but is not responsible for errors arising from information supplied by campsite providers, except where liability cannot be excluded under applicable law.

3. Making a booking

To make a booking, search for your chosen destination and dates, select your preferred campsite provider and proceed to the final booking page. Please ensure that you carefully check the dates, the price, the destination and the campsite provider details before proceeding with your booking. Bookings can only be made by following the online booking procedure. You will be asked to submit personal information about yourself such as your name, email address, telephone number and payment card details.

To confirm a booking, you must be authorised to make the booking by all persons named on the booking and their parent or guardian for all party members who are under 18 when the booking is made. By making the booking, you are confirming that all persons named on the booking accept the Terms and you will inform the other persons named on the booking of the confirmation details and any other appropriate information. By making the booking you also become responsible for making all payments due under the booking.

Special requests are accepted in our booking form. Pitchup.com cannot guarantee that any such requests will be met and you are advised to contact the campsite provider directly.

Requests for extra guests will be subject to availability and we will do our best to pass on such requests to the campsite provider.

Pitchup.com will confirm your booking and issue you with an email confirmation. If you do not receive a confirmation email within 1 hour of your booking, please contact enquiries@pitchup.com.

Depending on the campsite you book, either:

(a) The campsite or other service provider with which you enter into a contract will take payment, and Pitchup.com will not deduct any money from your card; or

(b) Pitchup.com will deduct a deposit from your card, and any balance remaining will be paid either directly to the campsite or, depending on the campsite, may be automatically billed to your card. You will be notified of this during the booking process.

If you choose to pay by PayPal for your deposit, you are subject to PayPal's terms and conditions.

4. Cancelling or amending a booking

If you wish to cancel your booking, you can do so through your Pitchup account or by contacting the campsite provider directly.

Any other amendments to your booking should be requested directly with the campsite provider.

If you cancel your booking, the deposit is non-refundable.

A cancellation charge or amendment fee may be levied by the campsite provider as set out in each campsite provider’s cancellation or amendment policy shown on the campsite and booking page .

If, for whatever reason, you do not turn up at the accommodation on the arrival date stated on your booking confirmation email, without prior warning to the campsite provider (“a no show”), this shall be considered a cancellation.

5. Your responsibility

You are responsible for ensuring booking details are correctly entered when making a booking.

You must be at least 18 years old to make a booking.

Your password for the Website is confidential to you and should not be disclosed to a third party.

You will pay the balance of the booking, minus the deposit, in accordance with the payment arrangements notified to you during the booking process.

6. Conduct & behaviour

If in our opinion or in the opinion of the campsite provider, your behaviour or that of any member of your party is causing or is likely to cause distress, danger or annoyance to any other guests or any third party or damage to property, we reserve the right to terminate your arrangements immediately. In the event of such termination, our liability to you and/or your party will cease and you and/or your party will be required to leave your accommodation or other service immediately. We will have no further obligations to you and/or your party. No refunds for lost services will be made and we will not pay any expenses or costs incurred as a result of termination. You and/or your party will be jointly and individually liable to the applicable campsite provider for any loss and/or damage caused by you or any member of your party. Full payment for any such damage or losses must be paid directly to the applicable campsite provider prior to departure from the service in question. If you fail to make payment, you will be responsible for any claims (including legal costs) subsequently made against the applicable campsite provider or us as a result of your actions, together with any costs we incur in pursuing any claims. We cannot be held responsible for the actions or behaviour of other guests or of third parties.

7. Our responsibility

As we are not a party to the contract between you and the campsite provider, we will not be responsible for any loss that you may suffer as a result of the actions or negligence of the campsite provider. This means that in the event of you suffering personal injury, illness or death as a result of any act or omission of a campsite provider or other supplier of services (or their employees or agents) or you having any complaint about the quality of the services provided or having any complaint at all, your sole right of redress will be against the independent third party who provided such service.

Pitchup.com will only be liable for direct damages actually suffered, paid, or incurred by you due to a failure to meet our obligations to you in respect of our services, up to the amount paid for your booking,

We will not be responsible, make a price reduction or pay you compensation for any injury, illness, death, loss, damage, expense, cost or other claim of any description if it results from:

(a) the act(s) and/or omission(s) of the person(s) affected;

(b) the act(s) and/or omission(s) of a third party unconnected with the provision of your arrangements and which were unforeseeable or unavoidable; or

Nothing in these terms shall operate to exclude or limit the liability of Pitchup.com for fraudulent misrepresentation or death or personal injury caused by our negligence.

8. Unforeseen and extraordinary circumstances

Except where otherwise expressly stated in these Terms we will not be liable or give you a price reduction or compensation if our contractual obligations to you are affected by unavoidable and extraordinary circumstances beyond the control of the party who seeks to rely on them which we or the campsite provider in question could not avoid even if all reasonable measures had been taken. These events can include, but are not limited to war, threat of war, civil strife, terrorist activity and its consequences or the threat of such activity, riot, the act of any government or other national or local authority including port or river authorities, industrial dispute, lock closure, natural or nuclear disaster, fire, chemical or biological disaster and adverse weather, sea, ice and river conditions and all similar events outside our or the relevant campsite provider’s control. Advice from the Foreign Office to avoid or leave a particular country may constitute unavoidable and extraordinary circumstances.

9. Complaints and problems with your accommodation

In the event that you have any problems with your accommodation please inform the campsite provider reception staff or management immediately, to enable them to take appropriate action.

In the event that you have a complaint or comment about the Website, please use the online feedback form, email us at enquiries@pitchup.com or write to the address above.

10. Pre-departure and insurance

By offering campsites in particular international destinations, Pitchup.com does not guarantee that it is safe or advisable to travel to such destinations.

It is your responsibility to ensure you have the relevant travel and health documents before departure for the country you are visiting, which shall include, but is not limited to any inoculations required, IDs and passport.

Pitchup.com shall not be liable for any expense resulting from your missing, incomplete or incorrect documentation or any non-compliance with requirements.

Please check Gov.uk for the latest advice on conditions and general information on countries.

You are strongly advised to take out adequate travel insurance before your holiday. It is your responsibility to check that you have adequate insurance cover. The insurance should cover, among other things, the cost of cancellation by you, personal losses, all medical costs and the costs of assistance including return to the UK in the event of an accident or illness.

11. Use of Website

Pitchup.com may suspend access to the Website with no obligation to reimburse or compensate you for the period in which access was suspended. We may also change, substitute, suspend or remove without notice any information or service from time to time. We cannot be held responsible for interruptions to the Website, including any temporary and/or partial downtime of our platform.

You may view, download for caching purposes only, and print pages from the website for your own personal use, subject to the restrictions below.

You may only make legitimate enquiries or bookings for yourself or another person for whom you are legally authorised to act.

You must not: (a) republish material from this website (including republication on another website); (b) sell, rent or otherwise sub-license material from the website; (c) show any material from the website in public; (d) reproduce, modify, duplicate, sell, lease, market, copy or exploit material on our website for a commercial purpose; (e) breach any intellectual property rights – including removal of trade mark, copyright or other proprietary notice - of Pitchup.com or others; (f) edit or otherwise modify any material on the Website in any way that causes, or is likely to cause, the Website to be damaged or impaired; (g) make any unauthorised, false or fraudulent booking; (h) use any software, routine or device to interfere or attempt to interfere electronically or manually with the operation or functionality of the Website including, but not limited to, uploading or making available files containing corrupt data or viruses by whatever means; (i) take any action that imposes an unreasonable or disproportionately large load on the Website or related infrastructure.

12. Reviews, photos and other interactive areas

User generated content

As part of our service Pitchup.com offers its customers the opportunity to review their accommodation after their stay. Reviews are hosted on the publicly-visible section of our Website and may be featured in emails or other marketing material.

Your privacy

The reviews will typically feature the customer's first name, the first letter of their surname and their country (for example, Jean D., UK).

All other personal information and booking details will remain private except to the applicable campsite provider.

In submitting a review, you grant Pitchup.com a perpetual, irrevocable and royalty-free licence to reproduce the content (or an excerpt thereof) in future communications.

Review content

Whilst Pitchup.com encourages customers to share their experiences, we will not publish reviews that:

include offensive language or offend in any way
personally name individuals
promote other businesses
are not a review of the campsite but instead describe other elements of the booking process or holiday.
are fake, misleading, or not based on a genuine experience
are incentivised (e.g., posted in exchange for payment, gifts, or discounts)
constitute illegal or harmful content (including harassment, hate speech, threats, or fraud)

When submitting reviews you agree to:

submit an honest opinion of your travel experience
not to include any advertising or spam
not to include any misleading or incorrect information

Reviews are provided by users and reflect their own views. Pitchup.com does not verify all content before publication and is not responsible for user-generated content except where required by applicable law.

Pitchup.com may edit, refuse to publish, remove or restrict access to any content that breaches these standards or applicable law. Where we remove or restrict content, we will notify the affected user of our decision and the reasons for it where required by applicable law.

13. Links

Pitchup.com may provide hyperlinks or pointers to other websites maintained by third parties. Pitchup.com does not monitor or endorse the material on them and does not accept any liability in relation to such websites.

14. Notification and removal policy

If you believe that any content or user review available on the Website constitutes illegal content (for example, fraud, hate speech, harassment, threats, unlawful images or other unlawful activity), please report it to enquiries@pitchup.com. Your notice should include sufficient information to identify the content, the reasons why you consider it illegal, your contact details and a statement confirming your good-faith belief that the information provided is accurate.

Pitchup.com will assess valid notices in a timely, diligent, objective and non-arbitrary manner and take appropriate action where required by applicable law.

15. Data protection

To provide and manage your booking, Pitchup.com will share the necessary booking information with the relevant accommodation provider and other parties involved in fulfilling your reservation. We process personal data in accordance with our Privacy Policy https://www.pitchup.com/privacy/, which explains how we collect, use, share and protect personal data, including information about international transfers.

If you provide personal data relating to another person in your travelling party, you confirm that you are authorised to provide that information and that you have informed them that their personal data will be processed in accordance with our Privacy Policy.

16. Intellectual property rights

Unless otherwise stated, we or our licensors own the intellectual property rights in the Website and material and content on the Website (including, but not limited to, text, images, web pages, logos, sounds, layouts, software (including code, interface and website structure), materials, icons, video, look and feel, design and compilation thereof). Subject to the licence above, all these intellectual property rights are reserved and you may not use intellectual property identifying or belonging to Pitchup.com contained on the Website or otherwise without the prior written approval of Pitchup.com.

PITCHUP® is a registered trade mark of Pitchup.com. Except as permitted by these Terms, you shall not make use of the trade marks. The word or mark “Pitchup”, including stylised representations, any associated logos and symbols and combinations thereof with another word or mark are our trade marks.

All goodwill arising in connection with the Website www.pitchup.com shall belong to Pitchup.com.

You also agree not to specifically target the Pitchup.com brand directly through keyword purchases that use Pitchup.com’s intellectual property rights.

17. Enforceability, applicable law and courts of jurisdiction

In the event that a provision of these Terms is found to be illegal or unenforceable, the remainder of these Terms will not be affected and the provision in question shall be deemed to be modified to the extent necessary to make it enforceable.

In the event of a delay in acting upon a breach by you of these Terms, that delay will not be regarded as a waiver of the breach. If we waive a breach of these Terms by you, that waiver is limited to the particular breach.

This agreement will be governed by English law and any disputes will be dealt with by the English courts. The choice of law does not impact your rights as a consumer according to the consumer protection regulations of your country of residence. If you are acting as a consumer, you agree to submit to the non-exclusive jurisdiction of the English courts. Judicial proceedings that you are able to bring against us arising from or in connection with these Terms may only be brought in a court located in England or a court with jurisdiction in your place of residence. If Pitchup.com wishes to enforce any of its rights against you as a consumer, we may do so only in the courts of the jurisdiction in which you are a resident.