Terms & Conditions

The holiday contract

Your agreement is between you and Golden Coast Sporting Villas Ltd (if staying at Golden Coast) or Woolacombe Bay Holiday Village Ltd (if staying at Woolacombe Bay, Twitchen House or Easewell Farm) trading as Woolacombe Bay Holiday Parks. References to 'the Company', 'we', 'us', and 'our' in these terms and conditions apply to Woolacombe Bay Holiday Parks. References to 'you' in these terms and conditions are to you, as the person making the booking and, where applicable, to every member of your party.

There will be a contract between you and us:

If you book by telephone when we accept your initial payment,
If we issue you written confirmation,
If you book online when your booking is confirmed.

The person making the booking accepts the contract on behalf of all members of your party and is responsible for making sure they accept the contract. Bookings are accepted from families and couples only. We regret that we are unable to accept bookings from single sex parties or groups of unaccompanied persons under the age of 21. We cannot accept bookings from anyone under the age of 18.

Terms of agreement

Please note that all points covered in the 'Holiday Safeguard Scheme' and 'How to Book' sections in our brochure and on this website also form part of these Terms & Conditions of Booking.

Alterations to your booking

Once a booking has been confirmed by us to you, should you require it to be amended for any reason, if there is availability and we accept the change there will be an administration charge of £15. If you alter your booking to a date with a higher tariff then you will be responsible for paying the additional holiday cost, if you amend your dates to a lower tariff then the total holiday cost will be reduced providing you purchased our Holiday Safeguard Scheme cover at the time of booking. We are unable to amend your holiday dates or Park location within 49 days of arrival, or 14 days of arrival if Holiday Safeguard Scheme cover has been purchased at the time of booking, unless altering to an earlier date.

Cancelling your accommodation booking

If you cancel your holiday you will be responsible for the full cost of your holiday booking. However, if you have purchased our Holiday Safeguard Scheme at the time of booking you will be covered for these costs depending on when you cancel and the reason for cancellation. Holiday Safeguard Scheme charges, Credit Card charges and administration charges are non-refundable in any event. Full details of our Holiday Safeguard Scheme are available in our brochure and on our website.

If our Holiday Safeguard Scheme is not taken at the time of booking you will be liable for the full cost of the booking with NO refund given.

Cancelling your Camping & Touring booking

Booking fees paid will not be refunded for individual party members not arriving or days not taken up due to inclement weather or events beyond our control. A non-refundable deposit of £5 per night will be lost in any event of cancellation. If cancellation occurs less than 48 hours prior to arrival the refund will be limited to 30% of the total holiday cost. Credit Card charges and administration charges are non-refundable in any event.

Cancellation by you

Should you wish to cancel your booking for any reason call us immediately on 0843 2080 390 and we will advise you of the procedure. Cancellation will not take effect until we receive written confirmation and relevant documentation as proof of cancellation for the stated reasons, sent by recorded delivery or e-mail. If this is not received before the day of arrival no refunds will be given. Should you need to cut your holiday short after it has commenced, we regret that we are unable to refund any monies paid.

Holiday Safeguard Scheme

For peace of mind, we recommend you protect your holiday in the event that you have to cancel due to unforeseen circumstances. Our Holiday Safeguard Scheme provides you with a level of assurance against the possibility of having to pay the full cost of your holiday in the event of cancellation.

The cost of the Holiday Safeguard Scheme is:

£20 for 7 night holidays
£10 for holidays of up to 4 nights

Our Holiday Safeguard Scheme must be added to your booking and paid with your initial deposit and cannot be added at a later date.

Qualifying reasons for cancellation:

If you are forced to cancel your holiday, the Holiday Safeguard Scheme will cover you for the following:

Illness, death, injury or maternity of any member of your party listed at the time of booking, or
Illness, death or injury of a close relative, or
Redundancy of any member of your party listed at the time of booking, or
Jury Service by any member of your party listed at the time of booking.

Provided the Holiday Safeguard Scheme has been paid at the time of booking and the circumstances affecting your ability to take the holiday arose after you made the booking you will not be liable for the remaining balance due on the holiday. You will be required to supply documentary evidence in the form of a Doctor's Certificate, Employer's or Court Notification showing the date they occurred.

If you cancel for a qualifying reason:

If we receive written notice of cancellation due to one of the qualifying reasons more than 49 days prior to the holiday start date then we will refund all money paid (less the Holiday Safeguard Scheme charge and a £15 administration charge).

If we receive written notice of cancellation due to one of the qualifying reasons less than 49 days prior to your holiday start date then we will refund all money paid (less the Holiday Safeguard Scheme charge and a £15 administration charge) less your initial deposit.

If we receive written notice of cancellation due to one of the qualifying reasons less than 48 hours prior to the holiday start date the refund will be limited to 30% of the total holiday cost.

The Holiday Safeguard Scheme cover is only valid if the circumstances arise before you leave home for your holiday. If you need to cancel your holiday after 4pm on the holiday start date or cut short your holiday after it has commended, we are unable to refund any monies paid.

Payments made with vouchers, credit notes or transfer notes will not be refunded.

If you cancel without a qualifying reason:

For bookings cancelled more than 49 days prior to your holiday start date you will forfeit your deposit but we will refund all other money paid (less the Holiday Safeguard Scheme charge and a £15 administration charge).

For bookings cancelled less than 49 days prior to your holiday start date you will forfeit your full holiday cost.

If you cancel without Holiday Safeguard Scheme:

Should you choose not take our Holiday Safeguard Scheme at the time of booking you will be liable for the full value of the holiday if cancelled by you, regardless of the reason for cancellation, or if full payment is not received 49 days prior to arrival. If you do not take out our Holiday Safeguard Scheme NO refund will be given on any monies paid.

How to cancel:

Should you need to cancel your holiday call us immediately on 0843 2080 390 and we will advise you of the procedure. Cancellation will not take effect until we receive written confirmation and relevant documentation as proof of cancellation for the stated reasons sent by letter or email.

To ensure delivery we recommend all mailed cancellation letters are sent by recorded delivery.

Cancellation by us

If a Holiday Home or Holiday Park is unavailable for whatever reason we will transfer your holiday at no extra cost to an alternative home or Park that is acceptable to you or alternatively, refund your total holiday cost paid, but you will have no additional claim against us. We reserve the right to move your booking to upgraded accommodation without prior notice and at our expense.

Holiday Prices

All prices quoted include VAT and insurance premium tax at the current rate and are subject to change if these tax rates change before you make final payment. If any new taxes or levies are introduced during the year we will re-invoice you accordingly. In the event of exceptional circumstances, we reserve the right to vary holiday specifications and prices without notice. Customers are reminded that our prices and charges are subject to change and may go up or down in response to changing market pressures.

Your holiday cost includes the use of all the main Park venues, facilities, activities and entertainment with very few exceptions. Certain facilities & activities are subject to an additional cost or refundable booking deposit, and some facilities/entertainment may be restricted off-peak.

If your booking has been made through a third party newspaper promotion in order to use certain venues, facilities, activities and entertainment, Entertainment & Facilities Passes (wristbands) must be purchased. Gas, electricity, water and linen are additional charges on these offers and the specification of accommodation may vary.

Special Offers

All offers are subject to availability at the time of booking, and to specific offer terms and conditions, and may be withdrawn at any time. These offers only apply to the promotional period stated, and cannot normally be combined with any other offer. Please ensure you claim any special offers when you make your booking as we cannot apply offers retrospectively if you do not claim them before your booking is confirmed.

Paying for your holiday

On receipt of your deposit we will send you a confirmation and final payment instructions. Payment is acceptable by Debit Card, Credit Card, cheque or postal orders.

For self-catering accommodation a deposit of £40 per Holiday Home per week or short break plus any applicable Holiday Safeguard Scheme fee is payable when you book your holiday. For Camping & Touring Holidays a non-refundable deposit of £5 per pitch per night is payable when you book your holiday (a minimum of 2 nights may be required on peak dates). The full balance of your holiday is due 49 days prior to the arrival date. On bookings made less than 49 days in advance, full payment must be made at time of booking.

A transaction fee of 1.5% will be applied to all payments by Credit Card. There is no transaction fee for Debit Card payments.

Please make cheques payable to Woolacombe Bay Holiday Parks. We regret that we are unable to accept cheques if received 4 weeks or less prior to holiday arrival date.

Returned cheques or unpaid Credit/Debit Card charges will be charged a £15 administration fee.

We reserve the right to cancel your holiday and retain all monies paid if we have not received full settlement 49 days prior to arrival and resell this holiday to another customer. Please note we do not send another reminder after your initial holiday confirmation has been sent to you.

Number in your party

The total number in your party (including children and babies) must not exceed the maximum capacity of the accommodation as advertised. In the event that these numbers are exceeded, we reserve the right to exclude or refuse entry to any or all members of your party from our Parks. Only the persons listed on your booking are entitled to stay in your booked accommodation. Group bookings of 6 units or more accepted by advance arrangement and at the Park Managers discretion only and may require an additional security deposit payable on arrival that will be returned after your holiday provided that your accommodation is undamaged, clean and tidy.

Cots and high chairs

These can be hired in all accommodation for a moderate extra charge and pre-booking is recommended as they are subject to availability. A maximum of 2 cots can be accommodated in caravan Holiday Homes and may need to be located in the lounge area; if the convertible bed in the lounge area is being used only 1 cot can be accommodated.

Special requests

We will endeavour to meet any special requests when we are advised at the time of booking and you confirm your request in writing; please include a telephone number in case of any query. However, we are unable to guarantee any special requests (ie, for adjacent accommodation or a specific location on Park) as these do not form part of the holiday contract and are not a condition of booking. Unfortunately we cannot confirm requests for particular accommodation locations unless the 'My Home' specific unit request has been paid and subject to availability. If you have paid the 'My Home' charge and the unit that you have requested becomes unavailable, we will refund the cost of this charge but we will have no further liability whatsoever to you.

Guests with special needs

Some Parks and accommodation may have steep gradients, steps or stairs and may not be suitable for prams, wheelchair users or visitors with mobility difficulties. Please let us know at the time of booking if you have any specific requirements and we will try our best to comply with any special requests. Please note that wheelchair adapted accommodation cannot be booked online.

Pets

Responsible dog owners are welcome to bring dogs on Camping & Touring pitches at Woolacombe Bay, Easewell Farm and Twitchen House (I and K Field only). Dogs are not permitted on Camping & Touring pitches at Golden Coast. Dogs are also accepted in some specified accommodation types at all Parks. However, registered guide and hearing dogs belonging to those with visual and hearing impairments are allowed at all Parks even where the property description states that pets are not allowed. Customers with allergies should be aware that we cannot guarantee that a registered guide dog and/or hearing dog has not stayed in the accommodation nor can we accept any liability for any suffering which may occur as a result of such animals being present. We reserve the right to refuse certain types of breeds. Other pets may be accepted at the discretion of the Park General Manager; please contact us before making your booking to discuss availability and charges. Pets are not permitted in Park facilities, swimming pools, bars, restaurants or convenience stores. Dogs are allowed on the beach in Woolacombe all year but may be restricted to certain areas during the main Summer season.

Arrival and departure times

Self catering accommodation is available from 4pm (or 2pm for Exclusive and 3pm for Platinum grades) on the stated day of arrival and must be vacated by 10am on the day of departure. Camping & Touring pitches are available from 12 noon on the stated day of arrival and must be vacated by 10am on the day of departure. Guests arriving early are welcome to check in and enjoy the Park facilities until their accommodation is ready. Reservations will not be held after 12 midnight on the day of arrival unless prior arrangements have been made with us. If you have not contacted us to advise us of your late arrival we will assume the holiday is cancelled and the total holiday cost will be retained by us.

Behaviour on Park

Our Parks are intended for families and couples and behaviour of all party members should be appropriate and respectful of other guests and members of staff. Any person causing a nuisance or annoyance on our Parks will be asked to leave immediately and no refund of monies paid will be made. You will be responsible for any damage or breakage's occurring in your accommodation during the period of your occupation. You should comply with speed limits, parking and other traffic regulations whilst on Park; all vehicle registration numbers must be provided to us when you check-in at your Park.

Parental responsibility

Children remain the responsibility of their parents or guardians at all times but they should always obey the instructions of the ParkStars, Sports Instructors and Lifeguards to ensure proper control and safety. Parents or guardians are required to remain on Park during Kids Clubs sessions as these are not child minding services. Parental supervision is required for Betty's Buddy Club (0-4 years) and Billy Beachball Club (5-9 years), children attending Extreme Teen Club (10-15+ years) do not require parental supervision but parents or guardians must make sure they know where their children are at all times.

Bed linen

Duvets and pillows are supplied in all self-catering accommodation. Unless otherwise stated we do not provide duvet covers, pillow cases and sheets. Please bring your own duvet covers, sheets and pillow cases or if you wish you may hire these from us at a charge of £4 per single and £8 per double set. You will need to bring your own tea towels, toilet roll and washing up utensils. Please note we do not hire towels unless included in your grade of accommodation.

Availability of facilities

Whilst every effort is made to ensure all advertised facilities are available during your stay it may sometimes be necessary to limit or close a facility for improvement or additions to the Parks for the future enjoyment of our guests, for health and safety reasons, or essential maintenance or other reasons beyond our control. Should we need to close or withdraw certain facilities or activities we will not be liable to you. Opening times and level of entertainment may be limited outside of peak times which is reflected in the holiday price. For health and safety reasons some facilities and activities may have height and/or age restrictions. Children under the age of 18 must be supervised by an adult in the swimming pool. Outdoor Pools will be open end May to mid-September (weather permitting). You will need to bring your own towels as we do not hire them.

Use of facilities

To use the facilities, activities and entertainment included in your holiday price you need to wear a Woolacombe Bay Holiday Parks wristband. On some third party promotional holidays the cost of these wristbands is an additional charge. These wristbands are issued at Reception on arrival at the Park where you are staying according to each guest named on the booking and are only valid when worn. There is a charge for replacing lost wristbands although damaged wristbands can be exchanged at Reception for a replacement. Wristbands from your issuing Park are valid at all Parks during your stay.

Limitation of liability

Lancaster Leisure will not be liable to any person staying at the Golden Coast, Woolacombe Bay, Twitchen House or Easewell Farm, or to any person visiting the Parks, for any personal injury, fatal or non-fatal unless caused by a negligent act or omission by the Company or its Employees. Nor shall the Company be liable for any injury, loss or damage to any property including motor vehicles, personal effects or luggage however caused or sustained.

Our service to you

In the unlikely event of there being a problem or dissatisfaction with any matters under our control during your holiday please report them to the Reception Team at the Park immediately so that we may have the opportunity where possible to rectify issues. We will not be responsible for any issue which you knew about during your stay but did not report to us during your stay. If you feel the reported matter is not resolved to your satisfaction during your stay, please write to the General Manager at your Holiday Park within 7 days of returning from your holiday. Any correspondence must be in writing, from the lead guest on the booking and must be signed by the lead guest due to the Data Protection Act 1998. We cannot accept liability in relation to any claim of whatever nature if you fail to notify us in writing within 7 days from the end of your holiday. We will respond to your concerns within 28 days of receipt.

Errors

Whilst every effort is made to avoid changes or errors, we're only human. Please check and/or query the details and price of your chosen holiday at the time of booking or immediately on receipt of your confirmation. Quotations for holidays are only valid for the duration of the telephone call or website visit and may be subject to change.

Marketing accuracy

Every care is taken to ensure that all marketing information is accurate at the time of going to press. Photographs are intended for guidance only. Layout plans and artists impressions are for illustrative purposes only. Due to operational circumstances, activities sometimes may be withdrawn.

Photography

We regularly take photographs and videos for promotional and training purposes and we occasionally receive requests from TV or other companies to film/photograph on the Parks. Please be aware that filming may be in progress during your break. Should you not wish to appear in any such material please notify us on or before your arrival at the Parks.

Data protection

The information you give us in connection with your booking is held securely on our computer systems in accordance with the Data Protection Act 1998. By providing us this information you are deemed to accept this and to have the consent of all members of your party to this. Please make sure the other members of your party agree to this. We keep this information to help us improve our service to you and to provide you with information about our holidays by telephone, email and post. If you have registered to receive special offers by post, email, or sms, or by any means other than booking then we will contact you by your preferred contact method to keep you informed of our latest news and offers. If you would prefer not to receive this information from Woolacombe Bay Holiday Parks then please contact us at Woolacombe Bay Holiday Parks, Freepost, Woolacombe, Devon EX34 7HW. We will not disclose this information to any person outside of Lancaster Leisure Ltd. other than our agents and contractors for the purpose of carrying out your instructions, unless we are legally required to do so for the purpose of crime prevention. We use CCTV cameras in some locations at our Parks for crime prevention and safety reasons.

Our websites may use 'cookies' to help analyse web traffic or logs when you visit a particular site, enabling web applications to respond to you as an individual. A cookie is a piece of text which asks permission to be placed on your computer's hard drive, which once you agree the browser adds that text in a small file. The web application can tailor its operations to your needs, likes and dislikes by collecting and saving information about your preferences. Cookies enable us to identify which pages are being used by which type of customer and enable us to develop our website to better match our customers' expectations. We only use this information for statistical purposes then the data is removed from the system. Should you deny our website to place a cookie on your browser this should not prevent you from using our website.

How to contact us

If you need to contact us about your holiday or in connection with these terms and conditions please call our Reservations Team on 0843 2080 360, email them at This e-mail address is being protected from spambots. You need JavaScript enabled to view it. or write to them at Reservations, Woolacombe Bay Holiday Parks, FREEPOST, Woolacombe, Devon EX34 7HW.

Calls to the 0843 numbers will cost no more than 5p per minute from a BT landline - calls from other networks may vary.

These booking conditions were published in November 2011 and supersede all those previously published.

Prices and booking conditions may be changed or varied subsequently.

Woolacombe Bay Holiday Village Ltd.
Registered in England number: 01853817.
VAT registration number: 409025379.

Golden Coast Sporting Villas Ltd.
Registered in England number: 01224359.
VAT registration number: 142599254.

Woolacombe Bay Holiday Parks is a trading name of Lancaster Leisure Ltd.
Registered offices; 30 Bear Street, Barnstaple, Devon EX32 7DD.

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