Terms and Conditions for Self-Catering Accommodation
Important Notice: Our Terms & Conditions were updated on 06.05.26. These updated Terms apply to all bookings made from this date onwards. If you made your booking before this date, the Terms & Conditions in place at the time of your booking will continue to apply.
Effective Date: 01/01/2025
These terms and conditions govern the contract between Capheaton and Chollerton Estates, and Mr and Mrs Browne-Swinburne partnership (“we”, “us”, “our”) and the person making the booking (“you”, “your”) for self-catering accommodation at our property/properties. By making a booking, you agree to these terms and conditions.
1. Bookings
Bookings can be made online, by phone, or by email. A booking is confirmed once we receive the deposit (see Section 2).
You must be at least 21 years old to make a booking.
The person making the booking is responsible for ensuring all guests comply with these terms.
2. Payments and 3. Cancellation Policy
Payments
A non-refundable deposit of 30% is required to secure your booking.
The balance is due 8 weeks before your arrival. For bookings made less than 8 weeks before arrival, full payment is required at the time of booking.
Payments can be made by bank transfer or by card (via our secure Elavon/Opayo system).
By paying the deposit with a card, you authorise us (via Opayo) to securely store your payment details and to automatically charge the remaining balance to the same card on the balance due date, unless you cancel before the balance due date or arrange an alternative method of payment with us in advance.
Cancellation
If you cancel:
More than 8 weeks before arrival: You will lose your deposit.
Less than 8 weeks before arrival: You are liable for the full balance.
Optional Cancellation Protection: Guests may purchase cancellation protection via XCover (Booking Protect) at the time of booking. This allows you to claim a refund under their policy for unforeseen circumstances. Claims are subject to XCover’s terms; we do not administer or guarantee outcomes.
We strongly recommend that all guests take out independent travel insurance to cover cancellations not covered by XCover.
If we are able to re-let the property for your cancelled dates, we may, at our discretion, refund part of your payment.
If we cancel your booking due to unforeseen circumstances, we will refund all payments made. We are not liable for any additional costs incurred.
4. Liability
We are not liable for loss or damage to personal property, injury, or accidents occurring at the property, except where caused by our negligence.
We are not responsible for loss of amenities beyond our control (e.g. power cuts, internet outages, local road closures).
Our total liability to you is limited to the amount you have paid for your booking.
You are responsible for the behaviour and safety of all members of your party, including children and pets (if applicable).
5. Number of Guests
The maximum number of guests is specified in the booking confirmation and must not be exceeded.
If the number of guests exceeds the agreed limit, we reserve the right to terminate your booking without refund.
Sub-letting, stag or hen parties, all-male or all-female groups under 21, or use of the property for commercial purposes (e.g. events or filming) is not permitted.
6. Booking Alterations
If you wish to amend your booking, please contact us as soon as possible. Changes are subject to availability and may incur additional charges.
We reserve the right to cancel your booking if significant changes are requested that we cannot accommodate.
7. Check-In and Check-Out
Check-in is available from 4:00pm onwards via contactless check-in.
Check-out is by 10:00am on the day of departure.
8. Left Property
We kindly ask guests to ensure they take all personal belongings with them upon departure. However, if any items are found after your stay, we will make reasonable efforts to contact you using the details provided at the time of booking.
We are happy to return small items by post where possible. For larger or higher-value items, we may request that the cost of postage and packaging is reimbursed prior to dispatch.
Please note that any unclaimed items remaining in our possession for more than six (6) months from the date of your departure may be disposed of or donated at our discretion, without further liability.
9. Care of the Property
You must take care of the property, its fixtures, fittings, and contents during your stay.
Any damages, breakages, or missing items must be reported and may be charged to you.
The property must be left clean and tidy upon departure, including:
Emptying all bins and recycling.
Loading and running the dishwasher.
Returning furniture and equipment to its original place.
Cleaning BBQs or firepits (if used).
Cleaning out wood burning stoves. Ash must be placed in the provided metal buckets and left to cool completely before disposing of in the general waste wheelie bin.
Candles, fireworks, sky lanterns and drones are strictly prohibited due to fire risk and livestock safety.
10. No Smoking or Vaping
Smoking/vaping is strictly prohibited inside the property.
Smoking/vaping is permitted in designated outdoor areas only (if applicable). Any evidence of smoking inside may result in additional cleaning fees.
11. Right of Entry
We reserve the right to enter the property at reasonable times for maintenance or inspection purposes, but we will always attempt to notify you in advance.
In emergencies (e.g., fire or flood), entry may be made without prior notice.
12. Property Descriptions
We take care to ensure that property descriptions, photographs, and amenities listed on our website are accurate. However, minor differences may arise due to updates or maintenance.
13. Complaints
If you encounter an issue during your stay, please notify us immediately so we can address it.
We cannot accept responsibility for complaints raised after departure if you did not give us a chance to put things right during your stay.
14. Pets
A maximum of 2 pets only are permitted in properties. If you have more than two pets you must inform us at the time of booking.
You are responsible for cleaning up after pets and ensuring they do not cause damage or disturbance.
Pets must not be left unattended inside the property and must be kept under control at all times.
Pets are not allowed upstairs, on any furniture, window seats or beds. Any evidence of pets being allowed onto these items may result in additional cleaning fees.
We provide a small number of pet towels and, in some properties, basic bedding for pets. However, this is not guaranteed in all properties. Guests are therefore advised to bring their own pet bedding and towels.
15. Wi-Fi and Internet
Wi-Fi is provided free of charge but is not guaranteed.
Usage must comply with UK laws and is provided for recreational and lawful purposes only. It is not suitable for business-critical use.
16. Force Majeure
We are not liable for cancellations or interruptions caused by events beyond our control, such as extreme weather, pandemics, natural disasters, or government actions.
17. Privacy Policy
We handle your personal data in accordance with our Privacy Policy, which is available on our website.
18. Compliance with UK Law
This agreement is governed by the laws of England and Wales.
Both parties agree to submit to the jurisdiction of the courts in England and Wales in the event of a dispute.
By proceeding with your booking, you confirm that you have read, understood, and agreed to these terms and conditions.
Email: estateoffice@capheatonhall.co.uk
Phone: 0191 375 8152