Terms & Conditions

  • The person making the booking accepts the terms and conditions on behalf of all members of the party and is responsible for making sure they accept them.
  • Start days are Friday (for 3 night or 7 night breaks), or Monday (for 4 night or 7 night breaks)
  • To allow time for us to prepare your accommodation thoroughly, check in is from 4pm and check out is at 10am. If you are expecting to arrive later than 6pm or you are delayed, please telephone 07971 574375 to let us know.
  • If booking directly through Head Fen Country Retreat and not via our booking agent, a non-refundable deposit of 25% of the total cost of your accommodation is required to secure your booking. Payment of the remaining 75% of the total cost of your accommodation must be paid no later than 6 weeks prior to your arrival date. If booking occurs within the 6 week period prior to arrival, the full payment will be due at the time of booking.
  • If you cancel within six weeks of your arrival date no refunds will be given. If you cancel more than six weeks prior to your arrival date only the 25% deposit will be retained.
  • Bookings can be transferred to another date however the rental price may change depending on the time of year re-booking is made for. If the price of the new dates is more than the original break, the difference in price will need to be paid in order to amend the booking. If the price of the new dates is less than the original break, we will refund the difference to you.
  • We do not offer insurance but recommend that guests take out their own holiday insurance to cover unexpected last-minute cancellations.
  • We will contact you within 14 days of your check in to arrange payment of a refundable £100 security deposit. We reserve the right to subtract funds from the deposit if: the property is damaged or anything is stolen (prices will vary); extreme cleaning is required after check-out (£75); hot tub extra cleaning required (£50); additional services are requested including dressing gown and slipper hire (£5), additional linen (£10) and towels (£5). The deposit will be returned to you (minus any charges) within 7 (business) days of check out.
  • If you want to make a booking with all the family together or with a large group of friends, please call us on 01353 860428 and we will help you to book multiple properties to suit your group.
  • The maximum number of persons is clearly shown in the property description. It is forbidden for unauthorised or undeclared visitors to stay in your accommodation. If you have visitors during the day, please let reception know so that we can update our on-site health and safety records.
  • We keep prices under constant review and the prices of unsold products and services may be increased or reduced at any time. We may also correct mistakes in the pricing of unsold products and services at any time. We will confirm the price of your booking when you make it.
  • The Owners do not expect to have to make any changes to your booking. However, sometimes issues out of our control occur and bookings have to be changed or cancelled and mistakes or other details corrected. We have the right to do this. If we do, we will contact you (by phone or email) as soon as is reasonably practical to explain what has happened and let you know about the cancellation or change.
  • All prices are for the accommodation only and are not on a per person basis.
  • Your accommodation will be cleaned before your arrival. We have a limited amount of time to clean between guests, please help us to maintain our standards by leaving your accommodation and its contents clean and tidy. Cleaning is not provided during your stay unless requested by you at a cost of £50. If you are staying for more than 7 nights we will arrange a suitable time with you for us to change bedding and towels.
  • Bed linen and towels are included in the hire charge, unless stated, and extra beds will be made up where requested.
  • The smoking of cigarettes, vaporisers, e-cigarettes and tobacco in any of our accommodationsis strictly prohibited. You may smoke on your decking but please use the ashtray provided.
  • We currently do not allow barbeques on site due to fire risk. If you are seen using a barbeque, you may be asked to leave Head Fen Country Retreat or be asked to pay to rectify any damage to grass, decking and other surroundings.
  • Pets are not allowed in our lodges. If you are found to have a pet in your lodge you may be asked to leave or an extra cleaning fee will be taken from your security deposit.
  • Due to the nature of our properties we do not allow the use of candles (or any other sources of ignition) within our accomadations and on any decking area due to fire risk. If we have reasonable suspicion that candles (or any other sources of ignition) are in use, you may be asked to leave Head Fen Country Retreat or be asked to pay to rectify any damage.
  • If you encounter any problems during your stay, you should contact 07971 574375 (9am – 5pm) or 07831 810052 (outside of office hours) so that remedial action, where possible, can be taken.
  • We do not tolerate any anti-social behaviour at Head Fen Country Retreat, including excess noise after 10pm, please respect other guests.  We reserve the right to ask you to leave the site should this rule not be obeyed.
  • We have a zero-tolerance policy on drugs, firearms and offensive weapons. If you take illegal drugs or any other illegal substance or are in possession of a firearm or offensive weapon, we will ask you to leave Head Fen Country Retreat, without refund and the police may be called.
  • We reserve the right to terminate a booking immediately and without any refund of money if the behaviour of any guest is considered unacceptable, there is damage to property or danger or significant annoyance to others or if the number of occupants exceeds that stated at the time of booking.
  • Your vehicles and their contents are left entirely at your own risk. We will not be responsible for any loss or damage from or to any vehicle from any cause whatsoever other than negligence of ourselves or our employees.
  • In the case of lost property, notice will be sent to you via email within 5 business days of check-out. Any lost property not claimed within a month of your check-out date will be disposed of. Food will be disposed of immediately after check-out.
  • In the event of inappropriate use of the hot tub, resulting in chemical imbalances and/or the need to drain and refill the hot tub, a charge of £50 will be deducted from your security deposit. A guide to the proper use of our hot tubs is available in the welcome folder in each property.
  • If during your stay the use of your hot tub is compromised due to an electrical or mechanical fault, you must contact us immediately on 07831 810 052. We guarantee a site visit within 2 hours of notification within suitable hours (8am-10pm). We will do our best to fix the issue, however, if the hot tub is not repairable at the time of our visit, we will pay you compensation at the following rate. Between 6 and 24 hours of our initial inspection = £50.00 or between 24 hours and a maximum of 48 hours = £100.00.
  • We reserve the right to amend any of these terms & conditions at any time.