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.
- 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.
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.)
If YOU have to cancel your holiday you must notify us immediately by telephone and in writing (preferably by email), once we have confirmed the cancellation we will process your instruction. Bookings placed prior to January 8th 2021 are covered by a different set of obligations and those will have been sent at the time of making the booking - should you need reminding of those terms please contact us. The cancellation policy for lockdowns (see below) applies to all bookings.
National Lockdown - In the event of Government restrictions coinciding with your holiday that prevent you from being able to travel, and for us being prevented from accepting you, we will refund any payment made in full.
Local/Regional Lockdown - In the event of Government restrictions coinciding with your holiday that prevent you from being able to travel, we will refund any payment made in full. This applies to the address given on the booking form by the lead booker only and does not apply if a party member from a different address is unable to travel due to local lockdowns.
Force Majeure - If you are prevented from taking your holiday due to the accommodation being unavailable due to, and not limited to, natural disasters, terror attacks, acts of war, hijacking, riots, incident of civil unrest, pandemics, epidemics or general restrictions on movement imposed by local or national Government, we will refund any payment made in full.
In all other circumstances if you (or other members of your party) have to cancel your holiday or are disinclined to travel - If you cancel 31 days or more before the start of the holiday, and we can re-let the dates, we will refund any payment made (this may be less than you paid, eg if only some days were re-let or the price was discounted) less an administration charge of £50. If we cannot re-let the dates we will retain the deposit portion of the full cost of the accommodation (ie 25%) and return any other payment made. If you cancel 30 days or less before the start of the holiday, and we can re-let the dates, we will refund any payment made (this may be less than you paid, eg if only some days were re-let or the price was discounted) less an administration charge of £50. If we cannot re-let the dates we will retain any payment made for the accommodation.
In all other circumstances if we have to cancel or terminate your holiday - If we have to cancel your holiday in advance of your start date, due to circumstances in the accommodation that are beyond our control, we will offer you alternative accommodation suitable for your party size in one of our other properties at Twistgates Farm Cottages if available. If we cannot do this we will offer alternative dates (this may incur a part refund or further payment), offer a voucher for the full amount paid that can be used against a holiday at Twistgates Farm Cottages within 12 months of the original holiday, or offer a refund. If we have to terminate your holiday early due to circumstances in the accommodation that are beyond our control we will relocate you to another property at Twistgates Farm Cottages suitable for your party size, and if that is not possible we will refund the remaining days of the booking based on the amount that you paid for the holiday. This will be the full extent of the liability of the Owners and no additional compensation, expenses or costs will be payable.
Any refunds will be released back to the card/bank account that the original payment was made from, on what would have been the start date of the cancelled holiday.
To give you peace of mind that you will get your money back if you have to cancel your holiday we strongly recommend that all guests take out a travel insurance policy that covers cancellations, and if you choose not to then you accept full responsibility for any loss that you may incur due to your cancellation.
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.
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. No pets allowed.
Apple Loft - Adults only, no babies or children. No pets allowed.
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 that have been booked in and paid for at the time of making the booking, and we reserve the right to refuse any animal because of size, age or breed. 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 is never left alone in the cottage, or on the premises, under any circumstances.
- Your dog is not allowed on any furniture, and at the end of the holiday you must remove dog hair from the premises. You will be charged for any additional cleaning costs incurred.
- You must keep your dog under control and in your sight at all times.
- You do not allow your dog 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.
- 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.