Terms and Conditions

Last updated: March 2nd, 2023.

Please read these terms and conditions carefully before using our service.  When you make a booking with us you are agreeing to these terms and conditions which constitutes a legally binding contract between you and Peplow Hall Luxury Cottages.

  1. Introduction

Welcome to Peplow Hall Luxury Cottages which is owned and operated by Peplow Hall Estate.

1.1  These terms and conditions apply to any reservation you make with us for accommodation supplied by us here at Peplow Hall Estate, whether by telephone, email or via Peplow Hall Luxury Cottages website.

1.2  Please read these booking conditions carefully before you make a booking as these terms and conditions will apply when doing so. We recommend that you print or save a copy of the booking conditions for your reference.

1.3  By making a booking with us, you confirm that you accept these terms and conditions and agree to comply with them.

1.4  Peplow Hall Luxury Cottages website contains information about each of our properties that is incorporated into the booking conditions including cancellation policy and house rules.  This information can be found on each holiday cottage listing.

1.5  In order to make these booking conditions easier to read we use a number of definitions, we refer to:-

    • “Rental Contract” as the legally binding contract between you and Peplow Hall Luxury Cottages for the rental services.
    • “Rental Charges” as the booking fee and the fees payable by you under the rental contract that we collect from you in relation to the booking.
    • “Stay” as the dates for which you reserve a property
    • “Booking Details” as details specific to your booking including the property, stay and any restrictions notified to you during the booking process.
    • “Guests” as everyone other than you that is booked to stay at the property during the stay under your booking and for whom you will be responsible.

We have a number of related policies referred to in the Booking Conditions including our Privacy Policy. They all form part of our contract with you so please take the time to read them.

  1. Booking/Rental Services

2.1  Our cottages are available to you for your personal, non-commercial use only. You may not offer for resale any booking/rental services for any of our properties here on the Peplow Hall Estate without our express written permission.

2.2 Our cottages will only accommodate those guests named on the booking form. We must be advised of any additional guests prior to arrival and this number must not exceed the occupancy level of the cottage. We have the right to refuse guests if we are not notified.

  1. Property and Rental Services Descriptions

3.1  We make every effort to ensure that the description (including rental charges and availability) relating to the properties and rental services on our website are accurate and complete. These descriptions include details of the property including photographs, the availability period of the property for rental, the rental charges, any additional charges, the facilities available at the property, maximum occupancy numbers, any accreditations, awards, and descriptions of quality ratings and are only indicative of the quality of a particular property.  When brought to our attention any mistakes will be corrected in a timely manner.

  • Rental Charges are per property and not per person and it is your responsibility to

check the total price before completing the booking process on our website. Availability of facilities may vary from time to time depending on the time of year and ongoing maintenance; we endeavour to provide all facilities as described on our website.

  1. Making a Booking

To make a booking with Peplow Hall Luxury Cottages you must:

4.1  be at least 21 years old and have the legal capacity to enter into a legally binding contract.

4.2  register on our website either before or at the time of booking providing your verifiable name, e-mail address, address, telephone number and any other details requested.

4.3  agree to receive communications from us electronically and that electronic communications will satisfy any legal requirement for communications to be in writing.

4.4   provide a valid payment method for example a valid debit or credit card, or any other digital option as stated on our payment page.

4.5  book directly using our website or by contacting us by telephone or by email using the details in the Contact Us section.

4.6  If you provide your Booking details to us by email, we will send you a link so that you can make a Booking and pay us online.

By booking with us you are making an offer to:

4.7  enter into a Rental Contract with Peplow Hall Luxury Cottages in relation to the cottage you have chosen.

4.8  make payment to Peplow Hall Luxury Cottages all amounts due in respect of the Rental Contract when required;

The following steps have to take place before a Rental Contract is made between us

4.9  you submit your booking request to us on our website by submitting your Booking Details and payment details for processing.  The Booking process will give you the opportunity to review your booking, our terms and conditions and the details for your chosen Property and, if you require you can make amendments to your booking at this juncture.

For telephone bookings we will read you details of your Booking and Booking Conditions for your confirmation. You may make any required amendments at this point. We will then request your payment details and we will process your payment in respect of your Booking;

4.10 you will receive an on-screen acknowledgement of your booking and a receipt for your payment by email at the e-mail address you provided.

For telephone bookings we will verbally confirm your booking reference and will send you a receipt for your payment by email at the address you provided;

4.11  we will check the availability of the Cottage you have chosen and we will send you an email confirming your booking together with a copy of these Terms and Conditions (“Booking Confirmation“);

We accept:

4.12  your agreement to pay us all sums as they fall due in respect of the Rental Charges;

4.13  at the time we take payment from you in respect of the Rental Charges at which point a contract will be made between us for the Rental Contract.

4.14  When we receive payment for all of the Rental Charges, you will no longer owe a debt to Peplow Hall Luxury Cottages. Payment must be made in full at the time of booking.

  1. Fees and Payment

The fees and charges are as quoted on Peplow Hall Luxury Cottages website from time to time and, unless otherwise stated, are quoted in pounds STERLING. Best efforts ensure that these are correct at the time when the relevant information was entered on to our systems. Fees and charges on Peplow Hall Luxury Cottages website will normally be checked as part of our booking confirmation procedures so that:

5.1  where the actual Rental Charges and/or other fees are less than those quoted on the Peplow Hall Luxury Cottages website at the time you made your Booking, we will charge the lower amount when confirming the booking to you; and

5.2  where the actual Rental Charges and/or other fees are higher than those quoted on Peplow Hall Luxury Cottages website at the time you made your booking, we will contact you as soon as possible to inform you of this error and we will give you the option of continuing to book the cottage at the correct (higher) price or cancelling your booking. We will not process your booking until we have your instructions.  If we are unable to contact you using the contact details you provided during the booking process we will treat the booking as cancelled and notify you in writing by e-mail and post.

5.3  where Rental Charges and/or other fees may change from time to time any changes will not affect any booking which we have already confirmed with a Booking Confirmation.

5.4  all Rental Charges and all other fees and charges quoted on Peplow Hall Luxury Cottages website include VAT where applicable.

5.5  Before submitting your booking online, you will be presented with details of the total Rental Charges payable for your booking together with details of the following amounts payable to us at the time of booking.

  1. Damage Liability Charges

6.1  Peplow Hall Luxury Cottages will inspect the property at the end of your stay. If you leave the property in an unacceptable condition you will be charged for any damage, breakages or loss and any additional cleaning costs. If you notice something is missing or damaged in your accommodation please let us know immediately so that we may take the appropriate action.  If there has been any damage or breakages during your stay we would be grateful if you could report them promptly, especially before checkout.

6.2  If there is damages, breakages or loss and repairs are required (e.g. replacement lock and keys) you will be notified in writing by email and/or post of the reason and the cost.  Peplow Hall Luxury Cottages reserves the right to take action to recover this cost.

  1.  Cancellation and Refunds

If you wish to cancel your booking, you may receive a partial refund depending on how far in advance you have notified us:

7.1  21 days notice or less 0% of the Rental Charges;

7.2  22 – 30 days notice 15% of the Rental Charges;

7.3  31 – 45 days notice 30% of the Rental Charges;

7.4  45 – 59 days notice 50% of the Rental Charges;

7.5  60 days or more any unpaid balances will be waived over and above the non-refundable deposit.

7.6  Within 24 hours of making the booking 100% of the Rental Charges.

7.7  Booking fees or other added charges paid for services used at the point of booking are excluded from all refunds. The refund amount is calculated from the accommodation cost only.

7.8  If your booking was made prior to the announcement of government restrictions which later mean you are legally unable to stay at the property due to COVID19, you will be given the option to transfer your booking at no additional cost, or receive a full refund.

  1.  Cancellations of your Booking by us

We may cancel your booking if:

8.1  We become aware of any health and safety or quality-related issue with the applicable Rental Services or Property or its immediate surroundings (for example contamination to the Property’s water supply).

If we cancel a booking we may without obligation by either party:

8.2   arrange alternative accommodation for you and your Guests on the Peplow Hall Estate of an equivalent type and standard subject to availability.  We will not be liable for any additional costs associated with any alternative accommodation and if you choose to accept an alternative property you will be liable to pay any additional charges if the Rental Charges for the alternative property are higher than those under the cancelled booking.  Likewise, if the Rental Charges for the alternative property are less than the property we cancelled a refund of the difference will be made to you within 14 days.  If it is not possible to arrange alternative accommodation on the Peplow Hall Estate a full refund of the Rental Charges will be made to you within 14 days.

  1. Booking restrictions

9.1  The maximum length of any booking is generally 28 consecutive days subject to availability.

9.2  All properties require a minimum Stay, this will be clearly stated on the relevant Property description page on our Website.

  1. Your responsibilities

10.1  You must make sure that all the information you provide to us in connection with your booking is true, accurate, current and complete. If any of your details change (e.g. email address, postal address, phone number), you must promptly update your details by emailing us (see section 23 Contact Us).

10.2  You accept financial responsibility for all transactions made under your name or account.

You promise to us during your visit:

10.3  that the number of people and pets occupying the cottage will not exceed the number stated in your Booking Confirmation;

10.4  that the cottage will be used solely for the purpose of a holiday by you and your Guests;

10.5  that you and your Guests will all show due consideration and respect for your hosts and their representatives, neighbours or other persons or parties that have a connection to Peplow Hall Estate.  This includes refraining from abusing your stewardship of the cottage or dangerous, offensive, violent or anti-social behaviour towards such persons or parties;

10.6  that you and your Guests will make use of the facilities at Peplow Hall Luxury Cottages lawfully, will not abuse any facilities provided as part of this Rental Contract and will comply with any health and safety or other policies or instructions notified to you by Peplow Hall Luxury Cottages.

10.7  that you will allow Peplow Hall Luxury Cottages representative to access the cottage at any reasonable time during your booking provided you are given reasonable advance notice except in emergencies.

10.8  to keep the cottage and all furniture, utensils, equipment, fixtures and fittings in or on the cottage in the same state of repair and condition as at the commencement of the booking and to ensure that at the end of that period the cottage is left in the same state of order and cleanliness in which it was found. Peplow Hall Luxury Cottages reserves the right to make an additional, reasonable charge for professional cleaning after you and your Guests’ occupancy as may be required to return the cottage to its original state of cleanliness and tidiness;

10.9   to report as soon as possible to Peplow Hall Luxury Cottages any breakages or damage caused by you or your Guests during your visit. Without affecting any other remedies that Peplow Hall Luxury Cottages has under the Rental Contract, you promise to fully reimburse them for the cost of replacement or repair for such breakages or damage.

10.10 to arrive after 3 p.m. on the arrival day and to vacate the cottage by 10 a.m. on the day of departure unless you have selected alternative check-in and check-out times during the Booking process (as detailed in your Booking Confirmation) or agreed otherwise with the Owner;

10.11 not to allow any person other than you and your Guests (as detailed in the Booking Confirmation) to use the facilities and amenities of the cottage without the express permission of Peplow Hall Luxury Cottages; and

10.12 to notify all Guests before your visit begins of your and their obligations under this Rental Contract.

10.13 You will be responsible for all Guests staying at the cottage and their behaviour even if you do not stay there yourself during the booking.

10.14  It is your responsibility to ensure you, your Guests and any pets have the relevant travel and health documents and requirements needed to visit England. These include any passport or other identification documents, visa requirements and, in the case of pets, any vaccines or microchips, up to date flea treatment and worming treatment. We will not be liable for any expenses incurred resulting from your missing, incomplete or incorrect documentation or any non-compliance with such requirements.

10.15  In the event that you or any Guest fails to comply with the requirements set out above Peplow Hall Luxury Cottages will refuse to allow you and your Guests to enter and stay at the cottage or can require you and your Guests to leave the cottage before the end of your booking. In any event you will be treated as having broken the terms of this Rental Contract and we will exercise our right to end the Rental Contract.

10.16  You acknowledge that personal belongings and vehicles, together with their contents, belonging to you and your Guests are left at the Property entirely at your and their own risk.  We accept no liability to you for any loss, damage or injury to you or your Guests, or your or their personal property during the Stay, except to the extent such loss, damage or injury is caused by our negligence.

10.17  If you sign in to any streaming services and/or accounts you hold using the television provided, for example Netflix, it is your responsibility to ensure you have signed out of your account(s) on leaving the property at the end of your Stay and Peplow Hall Luxury Cottages will not be responsible for any accounts not signed out.

  1. Our responsibilities

Peplow Hall Luxury Cottages will

11.1  perform the Rental Services using reasonable care and skill;

11.2   as soon as possible, notify you in writing of any changes to the description of the Property and/or Rental Services relating to your booking which would make the description of the cottage inaccurate, incomplete or misleading on their website;

11.3  ensure that the cottage is vacant and that you and your Guests have exclusive access to the cottage and Rental Services for the full period of the booking;

11.4  ensure that suitable arrangements are in place for you to collect and return the keys for the Property;

11.5  not make any use of the cottage (including conducting any viewings of the cottage) during your Stay;

11.6  show all due consideration and respect to you and your Guests including refraining from any dangerous, offensive, violent or anti-social behaviour towards you and your Guests;

11.7  ensure that they and the cottage comply with all applicable laws and regulations during the Stay;

11.8  comply with the terms of the Rental Contract and act in good faith at all times;

11.9  respond to queries, complaints and problems which arise during or after the booking and use its best efforts to resolve them;

11.10   if VAT forms part of the Rental Charges, provide you with a VAT invoice at your written request.

  1. Pets

12.1  Pets are only allowed at Properties where this is expressly stated in the applicable Listing. If you take a pet to a Property that does not allow them, or exceed the stated number/size of pet(s), the Peplow Hall Luxury Cottages (or their representative) has the right to:

12.1.1 refuse to allow you and your Guests to enter or stay in the Property; or

12.1.2 ask you and your Guests to leave the Property before the end of the Stay.

12.2  If Peplow Hall Luxury Cottages exercises their rights under paragraph 12.1 we may end the Rental Contract in accordance with the right to end a Rental Contract section.

12.3  You will be liable for all damage caused by your and your Guests’ pets. If you are allowed a pet/pets in the Property, you should remove all traces (inside and outside) from the Property of pet occupation before you and your Guests’ vacate the Property at the end of the Stay. The Owner may make an additional, reasonable charge for professional cleaning after your and your Guests’ occupancy due to any pets that have stayed at the Property. You must not allow pets upstairs, on beds or on furniture within the Property and pets must not be left alone in the Property at any time. If you break the terms of this paragraph, Peplow Hall Luxury Cottages (or their representative) may notify you that you have broken those terms and if you continue to do so may end the Rental Contract and require you and your Guests to leave the Property before the end of the Stay.

12.4  Registered assistance dogs are allowed in all Properties featured on our Website, even where the property description states that pets are not allowed, provided that you comply with the provisions in paragraph 12.3. You must notify us of the intended presence of any assistance dogs prior to Booking.

12.5  If you have an allergy to dogs, please be aware that we cannot guarantee that an assistance dog has not stayed in a particular Property recently. We cannot accept responsibility for any suffering which may occur as a result of such animals having been present in a property.

  1. Insurance

13.1 You are strongly advised to take out adequate travel insurance prior to departing for your holiday. It is your responsibility to check that your insurance cover is adequate.

  1.  Promises Peplow Hall Luxury Cottages makes to you about the Property and Rental Services

Peplow Hall Luxury Cottages promises you that:

14.1  they have the right to enter into the Rental Contract with you.

14.2  it will maintain policies to meet any potential liabilities with a reputable insurance company under the Rental Contract.

14.3  Peplow Hall Luxury Cottages will comply with all applicable laws and regulations, in particular relating to fire, health, safety, planning and data protection.

14.4  the cottage is properly maintained, clean, tidy and in good repair at the start of the Stay.

  1. Our liability 

15.1  We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; or for breach of your legal rights in relation to the Booking Services including the right to receive services supplied with reasonable skill and care.

15.2  To the fullest extent permissible under applicable law, we disclaim any and all other promises, warranties, conditions, or representations relating to the Booking Service, whether express, implied, oral or written. In particular, we do not make any promises about:

15.2.1 the availability of the Booking Services or Peplow Hall Luxury Cottages website or that they will be provided uninterrupted or error or virus-free;

15.2.2 errors or inaccuracies in any documentation supplied by Owners or their representatives, including any documentation that appears on Peplow Hall Luxury Cottages website; or

15.2.3 the quality, suitability or performance of the Rental Services, or the Property. We do not guarantee the accuracy of, and disclaim liability for any inaccuracies relating to the Rental Services offered for sale through us. We shall not be liable for any damages arising as a result of any inaccurate information or errors on our Website which relate to information about Property or Rental Services. We shall not be liable to you for any losses in the event of overbooking, cancelling bookings in full or in part or due to circumstances or events beyond our control.

15.3 We do not authorise anyone to make any promises on our behalf.

15.4  We will not be responsible or liable for any losses related to any business of yours including but not limited to lost data, profits, revenue, business, opportunity, goodwill, reputation or business interruption.

15.5 You acknowledge that personal belongings and vehicles (together with their contents) belonging to you and your Guests are left at the Property entirely at your and their own risk. We accept no liability to you for any loss, damage or injury to you or your Guests, or your or their personal property during the Stay, except to the extent such loss, damage or injury is caused by our negligence.

15.6 If either we or you fail to comply with these Booking Conditions, neither of us shall be responsible for any losses that the other suffers as a result, except for those losses which are a foreseeable consequence of the failure to comply with these Booking Conditions. Losses are foreseeable where they were contemplated by you and us at the time we accept a Booking made by you.

  1.  Your rights as a consumer

We are under a legal duty to supply services that are in conformity with our respective contract with you. You have certain legal rights as a consumer under the law and nothing in these Booking Conditions affects your legal rights. Advice about your legal rights in relation to the services we provide is available from your local Citizens’ Advice Bureau or Trading Standards office.

  1.  Your right to end a Rental contract

17.1  You may immediately end a Rental Contract:

17.1.1 if we have told you about an error in the Rental Charges or Booking Details or a significant error in the description of the Rental Services relating to your Booking and you notify us that you do not wish to proceed; or

17.1.2 Nothing in this paragraph 17 affects or reduces your legal rights as a consumer. Please see paragraph 16, regarding where to obtain advice regarding your legal rights.

  1.  Our right to end a Rental Contract

18.1  We may immediately terminate their Rental Contract with you if:

18.1.1 you and your Guests do not comply with the obligations set out in paragraph 10;

18.1.2 you do not comply with the applicable rules on pets in accordance with paragraph 12;

18.1.3 circumstances or events outside our reasonable control prevent or are likely to prevent you and your Guests from staying at the Property for the Stay or us from complying with any other of our obligations under the Rental Contract.

  1.   Consequences of a Rental Contract ending

19.1  If you end the Rental Contract for the reasons mentioned in paragraph 17, we will refund to you the Booking Fee within 14 days of the date you notify us that you wish to end the Rental Contract as per paragraph 7.

19.2  If the Rental Contract ends during the Stay, you must:

19.2.1 leave the Property together with all Guests as soon as possible;

19.2.2 notify us (or our representative) that you and your Guests have left the Property and the reasons for doing so; and

19.2.3 return the keys to the location instructed by us.

19.3  Nothing in this paragraph affects or reduces your legal rights as a consumer. Please see paragraph 16, regarding where to obtain advice regarding your legal rights.

  1. Complaints

20.1   If you have a complaint please contact us via the Peplow Hall Luxury Cottages website or by telephone, details are on the Contact Us page of the website.

If you are still staying at a cottage and wish to make a complaint please contact a representative of Peplow Hall Luxury Cottages on site and we will work to resolve your issue where possible.

If your visit has ended please contact us via the Peplow Hall Luxury Cottages website as soon as possible and in any event within 7 days of the end of your visit.

20.2  This complaints process will not affect your legal rights or any right you may have to bring legal proceedings.

  1.  Other important terms

21.1  Written Communications. You agree to receive communications from us electronically and that electronic communications will satisfy any legal requirement for communications to be in writing.

21.2  Any contracts made under these Booking Conditions will be concluded in English.

21.3  Our reliance on these Booking Terms and Conditions. We intend to rely on these written Booking Conditions and any document expressly referred to in them in relation to the subject matter of any contract made under them. Peplow Hall Luxury Cottages and you will be legally bound by these Booking Conditions.

21.4  References to ‘including’ and other similar expressions. In these Booking Terms and Conditions, words that appear after the expression ‘include’, ‘including’, ‘other’, ‘for example’, ‘such as’ or ‘in particular’ (or any similar expression) will not limit the meaning of the words appearing before such expression.

21.5  We may transfer this contract to someone else. We will contact you to let you know if this is planned. If you are unhappy with the transfer you may contact us to end the relevant contract within 14 days of us telling you about it and we will refund you any payments you have made in advance for services that have not been provided.

21.6  Events or circumstances beyond our reasonable control. If we are prevented or delayed from complying with any obligations under these Booking Conditions by anything you (or anyone acting on your behalf) does or fails to do or due to events or circumstances beyond our reasonable control, the inability or delay in performing those obligations will not be treated as a breach of the terms of these Booking Conditions. Examples of such events or circumstances include fire, flood and other acts of God, strikes, trade disputes, lock outs, restrictions of imports or exports, riot, accident, disruption to energy supplies, civil commotion, acts of terrorism or war.

21.7  You need our consent to transfer your rights to someone else. You may only transfer your rights or your obligations under a contract made under these Booking Conditions to another person if we agree to this in writing.

21.8  Nobody else has any rights under these Booking Conditions or the Contract. Each contract for the provision of the Booking Services is between you and us. Each Rental Contract is between you and us. No other person shall have any rights to enforce any of the terms of each respective contract. The party to a contract made under these Booking Conditions will not need to get the agreement of any other person in order to end that contract or make any changes to these Booking Conditions.

21.9  If a court finds part of these Booking Conditions or any contract to which they apply illegal, the rest will continue in force. Each of the paragraphs of these Booking Conditions operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

21.10  Even if we delay enforcing a contract made under these Booking Conditions, we can still enforce it later. If we do not insist immediately that you do anything you are required to do under these Booking Conditions, or if we delay in taking steps against you in respect of you breaking a contract made under them, that will not mean that you do not have to do those things and it will not prevent us taking steps against you at a later date. For example, if you miss a payment for an ‘experience’ and we do not chase you but continue to provide the Rental Services, we can still require you to make the payment at a later date.

21.11  These Booking Conditions and any contracts made under them are governed by English law and you can bring legal proceedings in respect of any such contracts in the English courts.

21.12  Alternative Dispute Resolution. If we are unable to resolve a complaint to your satisfaction, we can also offer you CEDR’s (Centre for Effective Dispute Resolution) scheme for the resolution of disputes, which is an impartial and independent arbitration service.

  1. Changes to these Booking Conditions

22.1  We may make changes to these Booking Conditions at any time by sending you an email with the modified Booking Conditions or by posting a copy of them on the Website. Any changes will take effect 7 days after the date of our email or the date on which we post the modified terms on the Site, whichever is the earlier. If you continue to use the Website after that period has expired, it means that you accept any such changes. The modified Booking Conditions will not apply to any Bookings that we confirm with you before the date the modified Booking Conditions come into effect.

22.2  No representative, agent or salesperson has the authority to vary, amend or waive any of these Booking Conditions. No amendment, variation or waiver of any of these Booking Conditions will be valid or have any effect unless accepted by us in writing.

  1.  Contact us

The Peplow Hall Luxury Cottages website is owned and operated by Peplow Hall Estate, Peplow, Market Drayton TF9 3JP

Please contact us via email info@peplowhallcottages.co.uk