Booking your holiday
Please read these Terms and Conditions carefully as together with your Confirmation of Booking and the information on our website and in our brochure they make up your agreement with us.
We aim to provide Terms and Conditions which are easily understandable. If there is any term that you do not understand, then please discuss it with us before making a Booking.
If you require these Terms and Conditions or your Booking Confirmation in braille, audio file or large print then please ask and we are happy to provide them.
1.1 When the following words are used in these Terms and Conditions, this is what they will mean:
(a) Accommodation: the accommodation that we are providing to you as set out in the Booking
(b) Booking: your request to us for the Accommodation
(c) Booking Confirmation: our acceptance of your Booking
(d) Event Outside Our Control: any act or event beyond our reasonable control, including without limitation strikes, lock-outs or other industrial action by third parties, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, or failure of public or private telecommunications networks.
(e) Park: Red Deer Village Holiday Park, Stepps, Glasgow, Scotland, G33 6FQ
(f) Terms and Conditions: these terms and any other terms or documents they refer to
(g) We/our/us: Craigendmuir Ltd
(h) You/your: You or the members of your party
1.2 When we use the words “writing” or “written” in these Terms and Conditions, this will include email unless we say otherwise.
2. Changes to our Terms
2.1 The law and how we have to operate the Park may change from time to time. If this happens then we may need to update our Terms and Conditions. You will be able to find the latest version on our website or at our Park reception.
2.2 If we make any significant changes to our Terms and Conditions after you have requested a Booking which have a materially adverse effect on your Booking, we will give you the option to cancel with a full refund.
3. Our contract with you
3.1 When you submit a Booking to us this does not mean that we have accepted it. We may or may not do so. If we are unable to supply you with the Accommodation, we will inform you of this and we will not accept the Booking and refund payments you have already made.
3.2 These Terms and Conditions will become binding on you and us when we send you a Booking Confirmation, at which point a contract will come into existence between you and us. Please check your Booking Confirmation carefully as soon as you receive it and inform us of any discrepancies. If any are our fault we will do our best to remedy the situation.
3.3 If we are unable to accept your Booking, we will inform you of this and will not charge you. This might be because Accommodation or essential facilities are unavailable or we have identified an error in the price or description of the holiday.
3.4 These Terms and Conditions apply whether you make a Booking via our website, by email, post, telephone or in person.
4. Price, payment and deposit
4.1 The price of the Accommodation will be set out at the time we confirm your Booking. Our prices may change at any time but price changes will not affect Bookings already confirmed with you.
4.2 These prices include VAT. If the rate of VAT changes between the date you submit your Booking and the date we send you a Booking Confirmation, we will adjust the rate of VAT that you pay unless you have already paid in full before the change in the rate of VAT takes effect.
4.3 We accept the following methods of payment
(a) credit or debit card
(b) bank transfer, quoting your name, please request our bank details when making a booking
4.4 We will not send you a reminder to pay.
4.5 If you do not pay when you are required to do so then we may cancel your Booking and retain your deposit.
4.6 Once your Booking is confirmed you are responsible for payment of the full amount.
4.7 It is always possible that, despite our best efforts, our holidays may be incorrectly priced. We will normally check prices before accepting your Booking so that, where the correct price at your Booking date is less than our stated price at your Booking date, we will charge the lower amount. If the correct price at your Booking date is higher than the price stated, we may contact you for your instructions before we accept your Booking. If we accept your Booking where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract and refund you any sums you have paid.
5. Your rights to cancel and receive a refund
Please note, bookings cancelled due to Coronavirus will still be subject to our cancellation policy
5.1 You may cancel your Booking at any time.
5.2 If you need to cancel your Booking, please contact us as soon as possible in writing.
5.3 We shall refund you the following percentages of the total holiday price, including extras depending on the date we receive your request to cancel:
(a) Cancellation more than 1 month before first day of booking – 100%
(b) Cancellation between 1 week and 1 month before first day of booking 50%
(c) Cancellation one week or less before first day of booking 0%
5.4 Once we have confirmed your Booking, you may cancel the contract at any time and receive a full refund of all the payments you have made to us by giving us notice if any of the following occur:
(a) we break this contract in any material way and we do not correct or fix the situation within a reasonable period
(b) we change these Terms and Conditions to your material disadvantage.
6. Changing your Booking
6.1 You may make a change to your Booking by contacting us prior to the start of your stay subject to availability. If you wish to change your Booking the following will apply:
(a) we will be unable to refund the difference in price if your altered Booking is one for which we ordinarily charge a lower price at the date we receive notice from you that you wish to change.
(b) You will also have to pay us the difference in price if the altered Booking is one for which we ordinarily charge an additional amount at the date we receive notice from you that you wish to change.
7. Our rights to cancel and the refund you will receive
7.1 We may have to cancel a Booking due to the unavailability of key personnel or key facilities without which we cannot provide the Accommodation. If this happens:
(a) we will promptly contact you to let you know
(b) we may cancel your Booking and refund your payments, or offer alternative Accommodation and refund any payments for Accommodation not yet provided to you less the cost of alternative Accommodation
(c) if we offer alternative Accommodation you may still choose to cancel your Booking and we will refund the payments you have made to us.
7.2 We may cancel the contract for Accommodation at any time with immediate effect if:
(a) you do not pay us when you are supposed to, or
(b) you are in breach of these Terms and Conditions in any other material way and you do not remedy the situation within a reasonable period after we ask you to.
7.3 If you do not arrive before 12 pm on the day following the date on which your Booking commences we will cancel your Booking and you will not be entitled to a refund.
8. Providing Accommodation
8.1 We will supply the Accommodation to you from the date set out in the Booking Confirmation, for the named individuals stated on the Booking Confirmation with the additional services set out in the Booking Confirmation. Please take note of the items included with the Accommodation set out on our website. We do not provide towels.
8.2 We will make every effort to provide the Accommodation. However, we may be unable to do so due to an Event Outside Our Control.
8.3 We may have to make minor changes to our facilities and some may be unavailable due to maintenance at any time so please enquire about their availability before you book.
8.4 We will endeavour to supply a specific caravan, lodge or touring pitch on request but this cannot be guaranteed and we may supply different Accommodation of an equivalent or higher standard.
8.5 We may need certain information from you in order to provide the Accommodation, including but not limited to the following:
(a) the number of people for whom the Booking is made, their names, contact details and whether they are each under the age of 18
(b) whether you wish to bring a dog (please see clause 17 regarding pets on the Park)
(c) any special requirements, such as access to the Park or Accommodation.
8.6 If you do not, after being asked by us, provide us with this information, or if you provide us with incomplete or incorrect information, we may make an additional charge of a reasonable sum to cover any extra items or work required or alternatively we may cancel your Booking. If you do not pay any additional charge, we may cancel your Booking.
9. Your liability for damage
9.1 Please look after your Accommodation and the Park facilities so that they may be enjoyed by all. Please report any accidental damage to reception immediately, so that we can make a repair or replacement.
9.2 We inspect the Accommodation between your departure and the arrival of the next guest. You may be charged for loss or damage caused by you.
9.3 You will be asked to pay a refundable security deposit. This will be payable on arrival and refunded by the same method of payment.
9.4 An amount of the security deposit will be retained to cover the cost to us of damage caused by you or your party to the Accommodation or the Park. If you or your party cause us loss or damage costing more than the refundable security deposit we will require you to pay an additional amount.
10. Your responsibilities during adverse weather
10.1 It is your responsibility to ensure that all practical measures have been taken to reduce the risk of burst pipes etc. in the event of cold weather. You should do that by ensuring that:
(a) your accommodation has ample electricity supply
(b) during adverse weather the boilers are left on constant (radiators left on at No. 2 minimum) and
(c) that you leave a cold tap running constantly but do not turn on the tap fully!
10.2 You must notify reception immediately if you leave the park or go home for the weekend in order to allow us to ensure the electricity and heating in your Accommodation continues to work. You will be liable for all costs incurred due to your failure to carry out the above. You will be invoiced for all necessary repairs.
11. Group booking
11.1 The number of people staying in Accommodation must not exceed the maximum number it is intended for as shown when you request a Booking and must only be those named on the Booking confirmation.
11.2 If you breach this clause we may cancel your Booking without refund and require you to leave the Park.
12. Checking in and checking out
12.1 Your accommodation will be available from 3 pm.
12.2 On arrival you will need to show photographic identification such as a valid passport or driving licence and proof of your address such as a utility bill or bank statement.
12.3 Check out is by 11 am on the date of departure. Please return keys to reception.
12.4 Late checkout may be available subject to availability, prior agreement with us and payment of an additional nights’ accommodation.
12.5 If you will be arriving after office opening hours, please contact a member of staff before arrival so that you can be instructed of how to gain access to your accommodation.
13. If there is a problem with the Accommodation
13.1 In the unlikely event that there is any problem with the Accommodation or the Park:
(a) please tell us as soon as reasonably possible
(b) please give us a reasonable opportunity to put it right
(c) we will use every effort to repair or fix any defect as soon as reasonably practicable.
13.2 If any problem with the Accommodation or the Park which is our fault means we are obliged to cancel your Booking, we will refund payments made for Accommodation not yet provided to you.
13.3 As a consumer, you have legal rights in relation to this agreement. Advice about those rights is available from Citizens’ Advice Bureau or Trading Standards. Nothing in these Terms and Conditions will affect these legal rights.
13.4 If you made the Booking via our website and we have been unable to resolve your complaint you may consult the European Commission’s Alternative Dispute Resolution platform http://ec.europa.eu/consumers/odr/
14. Our liability to you
14.1 If we fail to comply with these Terms and Conditions or are negligent, we are responsible for loss or damage you suffer as a foreseeable result of our breach or our negligence but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into this contract.
14.2 Unless we agree otherwise in writing, we only supply the Accommodation for private use. You agree not to use the Accommodation for any commercial purpose and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
14.3 We do not exclude or limit in any way our liability for:
(a) death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors
(b) fraud or fraudulent misrepresentation.
15. Events Outside Our Control
15.1 We will not be liable for compensation, or responsible for any failure to perform any of our obligations under these Terms and Conditions caused by an Event Outside Our Control.
15.2 If an Event Outside Our Control affects the performance of our obligations under these Terms we will contact you as soon as reasonably possible to notify you:
(a) we may cancel your Booking and refund your payments, or
(b) provide alternative Accommodation of an equivalent or higher standard on alternative dates which you may choose to accept. If you do not we will refund your payments.
16. Antisocial behaviour
16.1 The park imposes silence after 10:30 pm, you are asked to comply.
16.2 If during your stay with us:
(a) your behaviour is antisocial or in our reasonable opinion is likely to spoil the enjoyment of the Park for others or cause damage to property;
(b) you behave aggressively or abusively towards our staff; or
(c) you cause excessive noise
you will be required to leave immediately in which event you will not be entitled to a refund.
16.3 If, prior to your stay with us it is reasonable to believe that you may engage in antisocial behaviour on our Park we may cancel your Booking and refund payments you have made to us.
17.1 Dogs are only permitted on our touring pitches and in our dog friendly Accommodation of which there is limited availability.
17.2 Dogs banned under the Dangerous Dogs Act 1991 are not permitted on the Park.
17.3 A maximum of 2 dogs are permitted on each pitch or dog friendly Accommodation.
17.4 Dogs must not be left unattended on the Park and must be kept on a lead.
17.5 Dog fouling must be cleaned up immediately.
Do not use barbecues or hot plates of any type on picnic tables. Guests must use the barbecue pits provided and dispose of any “hot items” in the metal bins provided.
19. Information about us and how to contact us
19.1 Craigendmuir Limited is a company registered in Scotland. Our company registered number is SC258280. Our registered office address is 1 Village Drive, Red Deer Village, Stepps, Glasgow, Scotland, G33 6FQ. Our registered VAT number is 830 008575.
19.2 If you have any questions or complaints please contact us. You can contact us by telephoning 0141 779 4159 or by emailing us at email@example.com.
20. How we may use your personal information
20.1 We will use the personal information you provide to us to:
(a) provide the Accommodation
(b) process your payment to us
(c) inform you about similar Accommodation, offers or products that we provide, but you may stop receiving this information at any time by contacting us.
20.2 We will not give your personal data to any third party unless the law requires us to do so.
21. Other important Terms
21.1 We may transfer our rights and obligations under these Terms and Conditions to another organisation and we will always notify you in writing if this happens but this will not affect your rights or our obligations under these Terms and Conditions.
21.2 You may only transfer your rights or your obligations under these Terms and Conditions to another person if we agree in writing beforehand.
21.3 This contract is between you and us. No other person has the right to enforce any of its Terms.
21.4 Each of the paragraphs of these Terms and Conditions operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in effect.
21.5 If we fail to insist that you perform any of your obligations under these Terms and Conditions, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a breach of these Terms and Conditions by you, we will only do so in writing, and that will not mean that we will automatically waive any later breach by you.
21.6 These Terms and Conditions are governed by Scottish law. You and we both agree to submit to the jurisdiction of the Scottish courts.
During your stay, there may be building works carried out, which may cause some disruption such as noise etc, so please be aware of this when booking. We apologise for this inconvenience in advance.