Terms and Conditions

The Best of Exmoor

All bookings are subject to the following terms and conditions. By making a booking or booking request, you confirm that you have read, understood, and accepted these terms and conditions.

For practical information about how to make bookings, payments, cancellations, and managing your reservation, please visit our Support Centre.

Terms and conditions of booking

PLEASE READ THIS CAREFULLY.

When you make a booking with The Best of Exmoor (whether via the website, email, telephone or post) these terms and conditions are deemed to have been accepted by you.

1. DEFINITIONS

1.1) "Agent" means The Best of Exmoor, whose address is Chapel Knap, Porlock Weir, Somerset TA24 8PA.
1.2) "Booking" means the reservation of the Property by the Guest.
1.3) "Guest" means the person making the Booking and all members of their party.
1.4) "Property" means the holiday accommodation for which a Booking is made.
1.5) "Property Owner" means the owner of the Property.
1.6) "Rental Charge" means the total rental charge payable in respect of the Booking.
1.7) "Deposit" means:
1. (a) 30% of the Rental Charge for bookings made more than 6 weeks in advance; or
2. (b) 100% of the Rental Charge for bookings made within 6 weeks of the arrival date.

2. ROLE OF THE AGENT

2.1) The Agent acts as a booking agent for Property Owners to take and arrange Bookings. The Agent does not own or manage the Properties but reserves the right to refuse any Booking at its discretion.
2.2) Once payment has been made and confirmation issued, a contractual relationship exists between the Guest and the Property Owner. The Agent is not a party to this contract and facilitates the booking on behalf of the Property Owner.
2.3) The Agent accepts no liability for any defects, unavailability, or issues with the Property or holiday. The Guest's rights of action (if any) are against the Property Owner, not the Agent.
2.4) The Agent will provide the Property Owner's contact details upon request.

3. BOOKINGS AND PAYMENT

3.1) Payment Terms
1. (a) Payment must be made in pounds sterling (GBP)
2. (b) Prices stated on the website are subject to correction for errors
3. (c) Current bank details are provided in booking confirmations

3.2) Booking Acceptance The Property Owner and Agent reserve the right to refuse any booking without explanation. In such cases, all payments received will be fully refunded.

3.3) Balance Payment The balance of the Rental Charge must be paid no later than 6 weeks prior to arrival. If payment is not received within 7 days of a reminder, the Agent reserves the right to treat the Booking as cancelled and retain the deposit.

3.4) Payment Processing Any bank charges for dishonoured payments must be reimbursed to the Agent within 7 days of request.

3.5) Security Deposits Some Properties require a refundable security deposit (as stated in individual Property details). This is held on behalf of the Property Owner to protect against damage or additional cleaning costs.
Damage Reporting:
1. (a) The Property Owner must report any damage or issues within 24 hours of your departure with photographic evidence
2. (b) Invoices for repair, replacement, or professional cleaning may be required
Dispute Process:
1. (a) If there is a dispute regarding the security deposit, either you or the Property Owner may raise this through our Resolution Centre
2. (b) You and the Property Owner will first have the opportunity to resolve the matter independently
3. (c) If you are unable to reach agreement, the Agent will step in to mediate and make a final determination based on the evidence provided
Refunds:
1. (a) If no damage or issues are reported within 24 hours, you may contact us to request a refund of your security deposit
2. (b) Refunds will be processed promptly upon request, subject to no outstanding disputes/li>

3.5) Negotiated Prices If a discounted price is negotiated, the Agent reserves the right to reverse any booking within 48 hours if the Property Owner is dissatisfied with the price. During this period, the Property may be offered to another Guest at the full rate.

4. BOOKING DETAILS AND AMENDMENTS

4.1) Guests must check booking details immediately upon receipt of confirmation and notify the Agent of any errors within 7 days. No changes can be made after this period.
4.2) The Agent reserves the right to charge an amendment fee for changes requested by the Guest.

5. CANCELLATION BY THE GUEST

5.1) The Guest is responsible for initiating cancellation via the "Manage My Booking" portal. Cancellation is only effective once confirmed through this system.
5.2) All deposits are non-refundable unless the Property Owner's specific cancellation policy states otherwise. The policy applicable at the time of booking takes precedence.
5.3) If cancellation occurs after the balance becomes due, the full balance remains payable.
5.4) Guests are strongly advised to obtain travel insurance to protect against cancellation losses.

6. CANCELLATION BY AGENT OR PROPERTY UNAVAILABILITY

6.1) If the Property becomes unavailable for any reason (including Owner cancellation), the Agent will:
1. (a) Notify you immediately
2. (b) Make every effort to arrange alternative accommodation of equivalent or better standard in a similar location
3. (c) Transfer the full value of your booking to the alternative accommodation
6.2) If suitable alternative accommodation is available at a higher price, you may choose to:
1. (a) Pay the difference and proceed with the alternative accommodation; or
2. (b) Accept a full refund of all monies paid
6.3) If no suitable alternative accommodation can be arranged, you will receive a full refund of all monies paid.
6.4) The Agent has strong contractual measures in place with Property Owners to minimize cancellations and ensure reliability.
6.5) Save as set out above, the Agent has no liability for cancellation or unavailability of the Property. The Agent's maximum liability is limited to the amount paid for the booking, except where caused by the Agent's negligence or wilful misconduct.

7. INSURANCE AND CANCELLATION COVER

7.1) Guests are strongly advised to arrange appropriate travel insurance covering cancellation, curtailment, medical expenses, personal injury, and personal belongings when booking their holiday.
7.2) Optional Cancellation Cover may be purchased at the time of booking to provide refund protection in specific circumstances (such as illness, injury, or adverse weather). Full terms and conditions of Cancellation Cover, including covered events and exclusions, are provided at the time of purchase.
7.3) Please note: Cancellation Cover is not insurance and only applies to cancellations made before check-in. It does not cover pandemics, pre-existing medical conditions, or early departure after arrival. Guests should review the Cancellation Cover terms carefully before purchase.

8. RESPONSIBILITIES OF THE GUEST

8.1) During the holiday period, the Guest undertakes:
1. 8.1.1) Occupancy
  1. (a) Not to exceed the stated maximum number of occupants
  2. (b) To use the Property solely for holiday purposes
  3. (c) Not to allow any person other than booked guests to use the Property facilities
2. 8.1.2) Property Care
  1. (a) To keep the Property in the same state of repair and cleanliness as found
  2. (b) To report breakages or damage immediately to the Property Owner
  3. (c) To reimburse costs of repairs or replacements for Guest-caused damage
  4. (d) The Property Owner reserves the right to charge for additional cleaning if required
3. 8.1.3) Conduct
  1. (a) To show due consideration for neighbours and other parties
  2. (b) To refrain from dangerous, offensive, or antisocial behaviour
  3. (c) To allow Property Owner or representative reasonable access to the Property
4. 8.1.4) Check-In/Check-Out
  1. (a) To arrive after and depart before designated times unless prior arrangement made
  2. (b) Standard times: Check-in 4:00 PM, Check-out 10:00 AM (unless otherwise stated)
5. 8.1.5) Communication
  1. (a) To notify all party members of these terms and conditions
8.2) Breach of these undertakings may result in the Property Owner refusing entry or requiring the Guest to leave immediately. In such cases, the booking is deemed cancelled by the Guest with no right to compensation or refund.

9. PETS

9.1) Pets are only permitted at Properties explicitly advertised as pet-friendly and only up to the stated number and size limits. Additional charges apply as stated during booking.
9.2) Guests taking unauthorised pets or exceeding limits may be refused entry or required to leave with no compensation or refund.
9.3) Guest Responsibilities for Pets:
1. a) Liable for all damage caused by pets
2. b) Must remove all traces of pet occupation before departure
3. c) Must not allow pets on beds or furniture
4. d) Must not leave pets alone in the Property
9.4) Breach of pet rules may result in immediate eviction with no refund. Additional cleaning charges may be levied by the Property Owner.

10. LIABILITY

10.1) Personal Belongings
1. The Guest's personal belongings and vehicles (and their contents) are left at the Property entirely at their own risk.
10.2) Agent Liability
1. The Agent accepts no liability to the Guest for any loss, damage or injury to the Guest or to the Guest's personal property (or to persons in the Guest's party or their personal property) during their stay at the Property, except where caused by the Agent's negligence or wilful misconduct.
10.3) Property Owner Liability
1. Claims regarding the Property condition, safety, or amenities should be directed to the Property Owner.
10.4) Representations
1. No representative, agent, or salesperson has authority to:
  1. (a) Vary or waive these terms unless agreed in writing by a senior manager
  2. (b) Make verbal representations beyond information in official Agent materials
2. The Agent gives no warranty for information not contained in these terms or on the official website.

11. DATA PROTECTION AND PRIVACY

11.1) Information Collection
1. The Agent collects personal information only during the booking process. This information is held securely and used in compliance with UK GDPR and Data Protection Act 2018.
11.2) Use of Information
1. Personal data is used to:
  1. (a) Process and manage bookings
  2. (b) Communicate with Guests regarding their reservation
  3. (c) Share necessary details with Property Owners for booking purposes
  4. (d) Send marketing communications (with consent)
11.3) Third Party Disclosure
1. Personal information is shared only with:
  1. (a) Property Owners and their representatives in connection with bookings
  2. (b) Third parties with explicit Guest consent
  3. (c) Legal authorities where required by law
11.4) Marketing Preferences
1. Guests may opt out of marketing communications at any time by contacting stay@thebestofexmoor.co.uk
11.5) Data Security
1. Appropriate measures are taken to safeguard information from unauthorised access. Our database is stored in secure, password-protected systems with restricted access.
11.6) Data Rights
1. Guests have the right to:
  1. (a) Access personal data held about them
  2. (b) Request correction of inaccurate data
  3. (c) Request deletion of data (subject to legal requirements)
  4. (d) Object to processing or request restriction
11.7) Telephone Monitoring
1. Calls may be monitored or recorded for training and quality control purposes.
11.8) Children's Data
1. Personal information is not knowingly collected from children under 14 years without parental consent.

12. COMPLAINTS

12.1) Issues during the stay should be reported immediately to the Property Owner or their representative for prompt resolution.
12.2) If unsatisfied with the Property Owner's response, Guests should contact the Agent within 28 days of the end of the holiday with full details.
12.3) The Agent may, at its discretion, liaise with both parties to attempt resolution, but this does not affect the Guest's legal rights against the Property Owner.
12.4) Complaints should be directed to stay@thebestofexmoor.co.uk

13. FORCE MAJEURE

13.1) Neither the Agent nor Property Owner accepts liability for failure to perform obligations due to circumstances beyond reasonable control, including but not limited to:
1. (a) War, threat of war, riot, civil unrest, or terrorist activity
2. (b) Natural disasters, fire, flooding, or adverse weather
3. (c) Pandemic or epidemic disease
4. (d) Government restrictions or border closures
5. (e) Transport service failures
6. (f) Utility interruptions
7. (g) Industrial action
13.2) No compensation will be paid for losses arising from Force Majeure events.

14. GENERAL PROVISIONS

14.1) Entire Agreement
1. These terms constitute the entire agreement between the parties and supersede all prior agreements or representations.
14.2) Severability
1. If any provision is found to be unenforceable, the remaining provisions remain in full effect.
14.3) Waiver
1. Failure to enforce any provision does not constitute a waiver of that provision.
14.4) Changes to Terms
1. The Agent reserves the right to amend these terms. The version in effect at the time of booking applies to that booking.

15. LAW AND JURISDICTION

15.1) These terms and conditions are governed by English Law.
15.2) All disputes are subject to the exclusive jurisdiction of the English Courts.

16. CONTACT INFORMATION

The Best of Exmoor
Chapel Knap, Porlock Weir
Somerset TA24 8PA
United Kingdom
Email: stay@thebestofexmoor.co.uk
Website: https://www.legacy.thebestofexmoor.co.uk
Support Centre: https://thebestofexmoor.freshdesk.com/
For booking assistance, payment queries, and general holiday information, please visit our Support Centre or contact us directly.

Terms and conditions