Booking Terms & Conditions
NORTH COTTAGE CROMER – BOOKING TERMS & CONDITIONS
(Owner‑operated holiday let) We value our guests. We want you to have a great stay and we will do all we reasonably can to help you. These booking terms are important. They set out our rental agreement and apply once we have received your deposit. Who we are “We”, “us” and “the Owners” means Jerry and Andrea. Definitions “Property” means North Cottage Cromer. “You” and “Lead Guest” means the person who makes the booking and pays for it. “Guests” means everyone staying at the Property during the booking.
1. Your booking and the contract
1.1 The contract is between the Owners and the Lead Guest. The Lead Guest is responsible for all Guests and for ensuring that everyone complies with these terms.
1.2 A booking is not confirmed until we have received the required payment (deposit or full balance, as applicable).
1.3 The Property must not be sub‑let, transferred, or booked on behalf of third parties.
2. Hire period (arrival and departure)
2.1 The hire period is the dates shown on your booking confirmation.
2.2 Check‑in is from 5:00pm and check‑out is by 10:00am, unless we agree different times with you in writing.
2.3 There is no right to remain at the Property after the booking has ended.
3. Occupancy and visitors
3.1 The maximum occupancy is 12 people in total, including children.
3.2 The Guests must include the Lead Guest for the entire stay unless agreed otherwise.
3.3 Please tell us in advance if you wish to invite any visitors not disclosed at the time of booking.
3.4 If the maximum occupancy is exceeded, we may end the booking and require all Guests to leave.
4. House rules (important)
These rules are in place to protect the house, our neighbours, and your safety.
4.1 No pets.
4.2 No smoking or vaping anywhere in the Property.
4.3 No stag, hen, or similar single‑sex party groups unless we have given written permission in advance. 4.4 No electric vehicle charging at the Property (see clause 15).
4.5 Please help protect the original wooden floors by not wearing outdoor shoes inside the house.
4.6 Please be considerate of neighbours at all times, especially when in the garden.
5. Payments
5.1 A 25% deposit is required to confirm the booking and must be paid within 3 working days of confirmation.
5.2 The balance is due 8 weeks before check‑in.
5.3 For bookings made within 8 weeks of check‑in, the full rental amount is payable at the time of booking.
5.4 If the balance is not paid on time, we may cancel the booking 7 days after the final payment due date.
5.5 If an Overnight Visitor Levy (tourist tax) applies, it is payable in addition to the booking price. The Lead Guest is responsible for providing the number of adults, children and chargeable nights. Any levy due must be paid before check-in.
6. Cancellation by you (the Lead Guest)
6.1 If you cancel more than 8 weeks before the start date: • You will lose your 25% deposit. • If you wish, we will help you reschedule once to alternative dates within 12 calendar months of your original start date, subject to availability. • If you rebook, your original deposit will be credited towards the new booking. • If the new dates cost more, you will need to pay the difference. Seasonal pricing applies and replacement dates may be more expensive.
6.2 If you cancel within 8 weeks of the start date: • You will lose your deposit. • If we cannot re‑sell your dates, you will also be responsible for the remaining balance. • If we do re‑sell your dates, we will refund what you have paid, less: (a) any shortfall if the replacement booking is at a lower rate, and (b) an administration charge equal to 10% of the full booking price. • Any refund under this clause will be made only after the replacement stay has completed.
6.3 We strongly recommend that you take out your own travel insurance to cover cancellation or curtailment for reasons such as illness, accident, work commitments, jury service, death or bereavement.
7. Cancellation or major issues affecting the Property
7.1 If the Property becomes unavailable due to fire, flood, urgent repairs, or any other unforeseeable event or action, we will notify you as soon as possible.
7.2 In that situation, we will refund all monies paid to us for the booking (deposit, balance and damage deposit) within 7 days.
7.3 This refund is the limit of our liability. We are not responsible for consequential losses such as travel costs, time off work, or pre‑booked activities.
7.4 Alternatively, you may agree with us to reschedule your stay, subject to availability.
7.5 If a very serious issue occurs during your stay that materially affects the use of the Property, you may be eligible for a pro‑rata refund based on the nightly rate for the affected nights.
8. Early departure by you
8.1 If you choose to leave early, no refund is generally due because the Property cannot usually be re‑let at short notice.
8.2 If you leave early because a serious issue arises with the Property that materially affects your stay (for example complete and prolonged loss of central heating or electrical power exceeding 24 hours), you may be eligible for a pro‑rata refund based on the nightly rate paid and the number of nights stayed.
8.3 If you believe there is a serious issue, you must tell us immediately, so we have the opportunity to investigate and resolve it.
9. Damage deposit
9.1 A refundable damage deposit of £200 is due when the final balance is paid.
9.2 We will refund the damage deposit within 7 days of check‑out once the Property has been inspected. 9.3 We do not charge for minor breakages such as mugs, glasses or plates.
9.4 We may deduct reasonable costs from the damage deposit for: • damage beyond minor breakages, • additional cleaning required because the Property was not left clean and tidy, • replacement of lost keys or related security costs, • returning personal items left behind (postage and packaging).
9.5 If there is evidence of smoking, vaping, or pets, the damage deposit will be forfeited in full.
9.6 If there is evidence of electric vehicle charging at the Property, the damage deposit will be forfeited.
9.7 If the cost of damage or extra cleaning exceeds the damage deposit, you remain responsible for the additional amount.
10. Owner access and repairs
10.1 You agree to allow us access to the Property, after reasonable notice, to carry out emergency or important repairs or to check the condition of the Property.
10.2 In an emergency, we may access the Property without prior notice, but we will try to contact you first where possible.
11. What is included
11.1 Your hire includes use of the rooms, facilities and appliances shown on our website, and includes bedding and towels. See “amenities” at the foot of our website for a list of available items.
11.2 Consumable toiletries, cleaning supplies and essential kitchen supplies are provided.
11.3 The room marked “Housekeeping” is locked and used for maintenance equipment and the central heating boiler. The garage and shed are locked and not for guest use.
11.4 From time to time furnishings or décor may be replaced. If this happens, we will aim to provide items of similar or higher quality.
12. Safety and proper use
12.1 Safety is very important. Please take reasonable care, as you would in your own home.
12.2 You must follow safety instructions provided at the Property, including those for the wood/log burner, electrically operated parking gate, and all appliances and equipment.
12.3 Written instructions are available at the Property and video guides are provided.
12.4 We are not responsible for accidents where safety instructions and sensible precautions are not followed.
13. Security, keys and personal property
13.1 Please ensure windows and external doors are closed and locked whenever you leave the Property, unless we have asked you not to.
13.2 We are not responsible for loss of or damage to Guests’ personal belongings.
13.3 On check‑out, keys must be returned to the key safe or to us.
13.4 Do not change the key safe combination.
13.5 If keys are lost, you may be charged the reasonable cost of replacement and any required security action, which may include changing locks.
14. Parking and access
14.1 Parking is available on the gravel driveway for up to 5 cars depending on size, or up to 4 SUV‑type vehicles. Parking requires reversing.
14.2 Do not park or stop any vehicle in the rope‑marked path of the electrically operated parking gate. 14.3 Only adults may operate the electric gate. Children must be supervised. Please follow the printed instructions provided.
14.4 No parking is permitted inside North Lodge Park. Limited on‑street parking is available nearby.
14.5 The Property has a legal right of pedestrian and vehicle access along the roadway from the North Lodge Park entrance gates to the house gates. If access is obstructed, please ask politely for it to be cleared and let us know if you need help.
15. Electric vehicle (EV) charging
15.1 For safety and insurance reasons, no EV charging is permitted from the Property’s domestic electricity supply, including use of Guests’ own charging cables.
15.2 If there is evidence of EV charging at the Property, the damage deposit will be forfeited in full.
15.3 Nearby charging points are available at Morrisons supermarket and the Meadow car park.
16. Cleaning
16.1 The Property is thoroughly cleaned and inspected before every stay.
16.2 Please leave the Property clean and tidy on departure. Additional cleaning costs may be deducted from the damage deposit.
17. Accessibility information
17.1 The Property has one flight of 16 stairs and a small step down inside the front door.
17.2 There is one king bedroom on the ground floor and a ground‑floor wet room with step‑free shower, grab rail and handheld shower.
17.3 The Property is not suitable for standard wheelchair use due to narrow doorways (73cm). Some Guests have successfully used slim‑style wheelchairs. Contact us for more information if accessibility is important to your stay.
18. Internet, Wi‑Fi and mobile coverage
18.1 Wi‑Fi is provided as a courtesy and is not guaranteed or intended for business use.
18.2 No compensation is offered if Wi‑Fi is unavailable or speeds vary.
18.3 Mobile phone coverage varies by network and cannot be guaranteed. Wi‑Fi calling may work if supported by your device and network.
19. Sustainable and responsible energy use
19.1 The rental price includes reasonable and responsible use of gas, electricity and water.
19.2 Please help reduce energy use by turning off lights when not needed, using eco settings, and keeping doors and windows closed when heating is on. Please help us make travel sustainable.
20. External security cameras (CCTV)
20.1 Two external security cameras are mounted on the side wall of the house facing the gates.
20.2 They are motion activated, record up to 20 seconds, and recordings are kept for up to 7 days before automatic deletion.
20.3 One camera covers the parking gate zone and one covers the pedestrian gate zone.
20.4 The cameras are for security purposes only and do not monitor inside the Property.
21. Problems and complaints
21.1 If you experience any problems during your stay, you agree to notify us immediately by telephone, text or email so we can address the issue.
21.2 Complaints not raised during the stay cannot normally be considered after check‑out.
21.3 If the complaint is serious, we will make every effort to attend the Property.
22. Website descriptions and errors
22.1 We take care to ensure website descriptions are accurate, but occasional changes may be necessary. 22.2 If there is any conflict between website descriptions and these numbered terms, these terms apply.
22.3 If terms overlap, the strictest rule will apply.
22.4 In the event of a genuine pricing error, we reserve the right to decline or cancel the booking and refund any payments made.
23. Liability
23.1 We are not responsible for losses that are not foreseeable or for consequential losses, except where the law requires otherwise.
23.2 Nothing in these terms limits or excludes liability for death or personal injury caused by negligence, fraud, or any liability that cannot legally be excluded.
24. General legal terms
24.1 If any part of these terms is found to be unlawful or unenforceable, the rest will continue in force. 24.2 Any change or waiver must be agreed in writing by the Owners.
24.3 These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction.
Date These terms are dated 14 March 2026 and apply to all bookings made after that date.