Privacy Policy

We have a legal duty to protect any information we collect from you and at Twistgates Farm Cottages we are committed to maintaining trust and confidence of visitors to our websites (www.twistgatesfarm.co.uk and www.twistgatesappleloft.co.uk), recipients of our newsletters and guests to our accommodations. We will not use the data you give us in any way apart from how we specifically state we will be doing so and we will respect your wishes.

  • When our websites are visited we use a third party service, Google Analytics, to collect standard internet log information and details of visitor behaviour patterns. This is for our own marketing purposes to find out which pages are most popular on our websites, and to research customer patterns within our websites. We do not access any of your personal data using Google and we do not allow Google to make an attempt to find out the identities of those visiting our sites. For further information please see Google’s privacy policy.
  • From time to time we would like to send you up-to-date news, offers and information in the form of an e-newsletter, and to do this we need your email addess and name. We will never give, sell, trade or rent out any of your data to or with other organisations or businesses. We use Mailchimp to deliver our newletters and we gather statistics around email opening and clicks using industry standard technologies to help us monitor the response to our newsletter. Recipients of our newsletters always have the option to unsubscribe or can contact us directly by emailing [email protected] to have their names removed from the list. For further information please see Mailchimp’s privacy policy.
  • When you make an online or telephone booking with us your name, address, email and contact number will be stored in our booking system along with the names of anyone else who will be visiting with you. Our booking system is administered by Supercontrol. For further information please see their privacy policy. Email and telephone enquiry data is destroyed within three months of receipt, data attached to a booking is kept for six years.
  • This privacy statement applies to websites belonging to and administered by Twistgates Farm Cottages. We are not responsible for the content or privacy practices of third party websites that may be linked to our web pages.
  • Please be assured that we will never share your personal details with any other company or person without your consent. You are entitled to access the personal information we hold on you; email your request to [email protected] and we will respond to your request within 21 days.
  • We reserve the right to update this Privacy Policy when necessary and are not under any obligation to email you when we do so. It will always be accessible in the footer of our websites.

Last updated: 12th May 2018

 

Booking Terms and Conditions

Contract – The contract for a short-term holiday rental will be between the person making the booking, who must be aged 18 years or over at the time of making the booking, (‘You’, ‘Your’) and the owners of Twistgates Farm Cottages (includes Garden, Meadow & Weathervane Cottages, Apple Loft Apartment, Orchard Bedroom) (‘We’ ‘Us’), subject to the following terms and conditions.

Online Bookings – When you submit a booking via our online reservation system you will receive an automatically generated booking summary by email to the email address you provide in the booking form. This does not form a contract between us. A contract will only arise when your booking is subsequently confirmed in writing via a letter of confirmation sent to you by post or email.

Payment – No booking will be considered confirmed until receipt of a completed booking form and payment as follows:
Bookings must be accompanied by a 25% deposit. The balance is due no later than 30 days before the start date of the holiday. Bookings less than 30 days prior to the start date of the holiday must be accompanied by the full payment. Reminders are not issued and non payment is deemed to be cancellation of your holiday. (Terms may vary if your holiday is booked through a third party, e.g. AirBnB and you should refer to their terms and conditions sent to you at the time of booking.)

Period of hire – The property will be available from 4pm on the day of arrival and will terminate at 9.30am on the day of departure. The maximum length of stay for a holiday is 28 nights.

Number of persons per property – The maximum number of persons allowed in the property is as defined on our websites. Under no circumstances may this number be exceeded and we reserve the right to refuse entry to the entire party if this condition is not observed.

Orchard bedroom – At least one occupant must be over the age of 18 years old, younger occupants accepted at our discretion.

Apple Loft – Adults only, no babies or children.

Complaints – Any complaint must be made known to us immediately. No complaints will be entertained at the end of the rental period after you have departed.

BREAKAGES & CARE OF THE PROPERTY – Any damage or breakages must be reported to us when they occur and must be paid for. You must take all reasonable and proper care of the property and its furniture, pictures, fittings and effects in or on the premises and leave them in the same state of repair, cleanliness and tidiness at the end of the rental period as at the beginning of the rental. You will be charged for any additional cleaning costs incurred.

No smoking or vaping in any property or on the balcony of the Apple Loft.

No fireworks allowed anywhere in/on our premises.

Safety, personal injury & loss of client property –. We (including anyone employed or representing us) do not accept liability for any personal injury, loss, damage or theft of your property or belongings, however caused or sustained.

Children and dogs must have adult supervision at all times.

Personal property left behind  – We will retain any personal items (except food, liquids and cosmetics, which will be disposed of immediately) for 14 days after your departure and thereafter we will dispose of them at our discretion. If you want anything returned you must notify us within the time period and send a payment of £5.00, to cover our expenses, plus postage.

WI-FI – This facility is offered on condition that it is used for fair use only and that you do not download any illegal or copyrighted material.

Right of entry – We reserve the right to enter any property at any reasonable time for the purposes of inspection or to carry out any necessary repairs or maintenance.

Right to refuse – We reserve the right to refuse any booking, and in exceptional circumstances, to cancel, modify or alter arrangements made for you.

Our duty of care – All properties are maintained to a high standard. In the event of a breakdown in a particular service or item a repair/replacement will be found/fitted within 24 hours where possible, and within 3 working days at the maximum. We cannot be held liable for any loss arising from loss of use of the service/item within the specified time limit.

Pets – We only accept house trained, well behaved, DOGS by arrangement at the time of making the booking and we reserve the right to refuse any animal because of size, age or breed, if your animal is in season, or due to come in to season. No dogs allowed in the Orchard Bedroom or Apple Loft Apartment. No other pets allowed. You must ensure that:

  • You pick up any mess immediately, bag it and bin it.
  • Your dog(s) is/are never left alone in the cottage, or on the premises, under any circumstances.
  • Your dog(s) is/are not allowed on any furniture.
  • You must keep your dog(s) under control and in your sight at all times.
  • You do not allow dog(s) to become a nuisance to other visitors.

The field adjacent to Twistgates Farm Cottages is privately owned but available for visitors use at most times, you enter AT YOUR OWN RISK. Full details, terms and conditions on request and must be complied with in full if you use the field.

Cancellation
If YOU have to cancel your holiday
Bookings placed before 31st July 2020 are not cancellation protected and therefore if you cancel your holiday the terms and conditions in place at the time of booking the holiday apply, namely-
If you have to cancel your holiday you must notify us immediately by telephone and in writing. In the case of cancellation your deposit is forfeited. We will make every effort to re-let the accommodation but if we are not successful (or cannot let it for the full price) you will remain responsible for the balance of the cost. If you have paid in full we will retain 25% of the payment and only return the remaining 75% if we are successful in re-letting the accommodation. We take a £50 administration charge plus any advertising costs from any money refunded. We suggest you take out cancellation insurance.

Bookings placed after 1st August 2020 are covered by MASTER CANCEL
If you have to cancel your holiday due to unforeseen circumstances you must notify us immediately both by telephone AND in writing (and ensure that you have received an acknowledgement from us). If the cancellation is from 60 days up to and including 2 days prior to check in, you will be refunded the cost of the accommodation booked in full. Additional extras are not covered by the policy but may be refunded at our discretion in certain circumstances.
The maximum holiday cost reimbursement is £15,000, bookings with a holiday cost of more than that do not qualify for Master Cancel.
Refund payment for cancelled bookings will be released back on the scheduled date of check out of the original booking.
Cancellations made 1 day prior to or on the day of check in will not be eligible for refund.
Example:
For a check in on Saturday, guests could cancel the prior Monday, Tuesday, Wednesday and Thursday but not Friday (1 day prior) or Saturday (day of check in).

If WE have to cancel your holiday
We will offer you alternative accommodation for the dates booked subject to availability. If we cannot do that we will move your holiday to other dates (this may incur a part refund or further payment) or offer a voucher for the full amount paid that can be used against another holiday within 12 months of the original, or refund in full if we can claim on our insurance.

Covid-19
Guests showing signs of Covid-19 whilst staying at Twistgates Farm Cottages are required to go for a test at the nearest testing centre to us. The result of this test must be shown to the owner. If positive then the guest, and those people staying with them, must immediately leave if this is reasonably possible. If for any reason that it is not, and self-isolation is required to take place at Twistgates Farm Cottages, then all fees for all bookings affected by this self-isolation will be borne by the guest.

 

Access statement

  • Our three cottages were converted from stone barns several years ago and have retained much of their original character therefore door widths, ceiling heights, etc vary. The Apple Loft and Orchard Bedroom were constructed in 2013. Unfortunately none of our properties are suitable for wheelchair users.
  • We have prepared a detailed statement for each unit giving dimensions, room lay-outs etc that is available on request, and we would be pleased to discuss with you any special requirements you may have.
  • We are situated in a rural setting and your own transport is necessary, the nearest railway station is at Honiton and the nearest airport is at Exeter.