Norfolk Sanctuaries – Terms & Conditions

Last updated: 18th November 2025

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These Terms & Conditions (“Terms”) apply to all bookings made with Norfolk Sanctuaries (“we”, “us”, “our”) whether via our website, by telephone, email, or through any third-party booking platform. By booking one of our holiday properties (“Property”), you (“you”, “the Guest”, “the Hirer”) agree to comply with and be bound by these Terms.

Please read them carefully before making a reservation.

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1. Contract & Booking

1.1 A booking is not confirmed until:

• you have submitted a booking request,

• we have issued written confirmation, and

• the required payment has been received and cleared.

1.2 The person making the booking must be at least 21 years old and is responsible for all payments and for ensuring all members of the party comply with these Terms.

1.3 The contract is for a short-term holiday let only and is governed by UK law, specifically excluding any right to security of tenure under the Housing Act 1988.

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2. Payment Terms

2.1 A deposit, typically 50% of the total rental cost, is payable at the time of booking (unless the stay is within eight weeks of arrival—see 2.4).

2.2 The balance is due eight (8) weeks before arrival.

2.3 If the balance is not received by the due date, we reserve the right to cancel the booking and retain the deposit.

2.4 Bookings made within eight weeks of arrival must be paid in full at the time of booking.

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3. Security Deposit

3.1 Some properties require a refundable security deposit to cover damage, additional cleaning, or breach of the Terms.

3.2 Deposits will be returned within 14 days of departure, less any deductions.

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4. Cancellation Policy

By the Guest

4.1 Cancellations must be made in writing.

4.2 If you cancel:

• More than 8 weeks before arrival – deposit is non-refundable.

• Within 8 weeks of arrival – full rental amount is payable unless the dates are successfully re-let.

4.3 We will make reasonable efforts to re-let the Property. Any refund issued (less the deposit and admin fees) will depend on the amount achieved for the re-let.

By Norfolk Sanctuaries

4.4 In the unlikely event that we must cancel your booking:

• a full refund will be issued, or

• alternative accommodation of a similar standard (if available) will be offered.

4.5 We shall not be liable for any additional costs incurred by you, such as travel or alternative accommodation beyond the rental amount paid.

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5. Insurance

5.1 We strongly recommend that Guests obtain comprehensive travel insurance to cover cancellation, illness, travel disruption, and personal belongings.

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6. Use of the Property

6.1 The Property may only be used for holiday purposes.

6.2 You must not exceed the maximum occupancy listed on the Property description.

6.3 You agree to keep the Property and all contents in the same condition as found and to notify us of any breakages or damage.

6.4 Smoking and vaping are strictly prohibited inside the Property.

6.5 No parties, events, or commercial activities are permitted unless expressly agreed in writing.

6.6 You must allow reasonable access to the Property for maintenance or inspection upon prior notice, except in emergencies.

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7. Pets

7.1 Pets are only permitted in Properties specifically advertised as pet-friendly.

7.2 If pets are allowed:

• they must be kept under control at all times,

• not left unattended,

• kept off furniture and beds, and

• all fouling must be safely removed.

7.3 Additional cleaning charges may apply for non-compliance.

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8. Internet Access

8.1 Where provided, internet access is offered on a reasonable-use basis.

8.2 We do not guarantee speed, reliability, or uninterrupted service.

8.3 Illegal or abusive use of the internet is strictly prohibited.

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9. Linen & Cleaning

9.1 Bed linen and towels are supplied unless otherwise stated.

9.2 Guests must leave the Property in a clean and tidy condition. Excessive cleaning may incur additional charges.

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10. Behaviour & Noise

10.1 Guests must behave respectfully towards neighbours and the surrounding environment.

10.2 Excessive noise or anti-social behaviour may result in immediate termination of the stay without refund.

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11. Repairs, Issues & Complaints

11.1 Any problems or maintenance issues must be reported as soon as reasonably possible.

11.2 We will make every effort to resolve issues promptly; however, no compensation is guaranteed.

11.3 Complaints made after departure cannot be considered unless we were first given reasonable opportunity to address the issue during your stay.

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12. Liability

12.1 Norfolk Sanctuaries is not liable for:

• injury, loss, or damage to you or your belongings,

• disruptions caused by local works, weather, utilities, or events outside our control.

12.2 Nothing in these Terms limits our liability for death or personal injury caused by our negligence

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13. Lost Property

13.1 Items left behind will be held for 14 days. Return postage and an administration fee will apply.

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14. Force Majeure

14.1 We shall not be liable for failure to perform obligations due to events beyond our control, including natural disasters, government restrictions, utility failures, or extreme weather.

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15. Changes to These Terms

15.1 We reserve the right to amend these Terms at any time. Updated versions will be posted on our website and apply to all future bookings.

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16. Contact Details

If you have any questions or issues, please contact:

Norfolk Sanctuaries
Email: norfolksanctuaries@gmail.com
Phone: 07825004283
Address: 7 The Close, Norwich, England NR1 4DJ

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17. Acceptance

By making a booking with Norfolk Sanctuaries, you confirm that you have read, understood, and agree to abide by these Terms & Conditions.