Terms and conditions of booking

1 General

1.1 Your booking must be for holiday purposes or accommodation for weddings. Shangri-La must not be used for gatherings, such as stag/hen parties.

1.2 Shangri-La will not be available before 4pm on the first day of your booking and you must leave before 10am on your leaving day.

1.3 Excluding babies in cots, the number of people occupying Shangri-La must not exceed six. This is important because Shangri-La is prepared, furnished and equipped for the number of people specified and greater numbers cause damage and excessive wear and tear.

1.4 You may bring a maximum of 3 dogs to Shangri-La. The dogs should be clean and towel-dry before entering the house and should not be allowed in bedrooms or on any furniture. An additional fee is charged in respect of additional cleaning and wear and tear.

1.5 No fireworks, Chinese or sky lanterns (or other lights or illuminations which have naked flames) shall be let off from the property (including the garden). No candles or naked flames are permitted in the house.

1.6 Whilst the information on website is correct at the time of publishing, we reserve the right to change any of the prices, services, or other particulars contained in published information at any time before we enter into a contract with you.

2 Contract and warranties

2.1 Once we have accepted your booking and payment a contract has been entered into, upon these conditions, and such contract is governed by English law. Payment of all required amounts when they are due is of the essence of the contract.

2.2 When you make a booking you warrant that you are over 18 years old and accept full responsibility for all persons who will use the property during the period booked and you have read all the Terms & Conditions. If the person making the booking is not present during the stay, at least one member of the party must be over 18 years old.

3 Bookings

3.1 If your stay starts within 8 weeks of the date you make your booking, you are required to pay the total price at the time of booking.

3.2 If your stay starts more than 8 weeks from the date you make the booking, you are required to pay a deposit of 25% of the cost of your stay at the time of booking.

3.3 Bookings must be for our normal booking periods and will not be for fewer than three days or for more than three weeks. In the case of bookings for more than one week, we provide linen and towels but no cleaning for each successive week. We will only remake beds with the new linen if you ask for this one month before your holiday. There will be no additional charge for this.

3.4 If you pay a deposit, the balance must be received at least 8 weeks before the beginning of the period booked.

4 Payments

4.1 We accept credit and debit cards. All payments must be in Sterling.

5 Loss or damage

5.1 When you book, you agree to indemnify us against all loss and damage arising (including more than normally and reasonably anticipated amounts of cleaning) directly or indirectly to the property and its contents from any deliberate or negligent act or omission by yourself, or any person accompanying you, and, without limitation of the foregoing to pay us forthwith upon written demand our costs in making good any such loss and damage and cleaning.

5.2 We reserve the right to request a refundable security deposit before arrival. The deposit may be used to cover damage, excessive cleaning, missing items, breach of these Terms or additional charges incurred during your stay. Any balance will be returned within 7 days of departure.

5.3 The property should be left in a reasonably clean and tidy condition. We do not expect guests to undertake a full clean, however additional cleaning required because of excessive dirt, stains, pet hair, smoking, bodily fluids, rubbish left behind or failure to follow house rules may be charged.

6 Problems during your stay

6.1 If you have any issues concerning the property during your stay you should notify us, using the contact details we have provided, as soon as possible. We will not normally make any refunds in respect of complaints made after the customer’s departure from the property, if the customer did not make the complaint or problem known to us during the stay. In considering any complaint, we will take into account whether we have been given the opportunity to investigate it and the chance to put matters right.

7 Cancellation

7.1 If you cancel a booking for any reason, you must notify us in writing by email. All prepayments are non-refundable e.g. if you have paid a 25% deposit this is non-refundable. If you have paid the full amount this is non-refundable. However we will endeavour to re-let the property. If we are successful in re-letting all or part of the period booked we will return to you any sums received by us up to the amount you paid for the period re-let (less £100 administration fee). To achieve a re-letting we reserve the right to re-let at a discount at our discretion. If you are concerned about cancellations, we strongly advise you to take out an appropriate insurance policy.

7.2 We may cancel a booking at any time before the date on which it begins. We would expect to do this only for essential building work or for some other reason unforeseen by us at the time your booking was accepted. In this unlikely event, we shall refund in full all money received by us for the booking, but will not have any liability beyond this, and, without limitation of the foregoing, we will not have any liability for travel costs incurred by you in relation to the booking.

7.3 We accept no liability for any works or activity of any sort occurring outside of our property, nor shall we be responsible for making any enquiries about the likelihood of, or providing any information to you about, any such works or activity.

8 Limitation of Liability

8.1 Our liability to you and those accompanying you at the property is strictly limited to direct loss up to the amount paid by you on booking but this does not apply to our liability for:

a) death or personal injury caused by our negligence;

b) fraud or fraudulent misrepresentation on our part;

c) anything else for which liability may not at law be excluded.

8.2 Whilst we take reasonable steps to ensure that all services, facilities and appliances are available and in good working order, we cannot guarantee that they will be free from interruption or failure. Should broadband, Wi‑Fi, utilities or an appliance develop a fault, please notify us promptly. We will use reasonable endeavours to investigate the issue and arrange repair or replacement as quickly as reasonably practicable. However, contractor availability, replacement parts and other circumstances beyond our control may affect the timescale. We cannot guarantee that faults will be rectified within any specific period or during your stay. Temporary interruption or loss of internet access, utility services or failure of non-essential appliances shall not, by itself, entitle guests to compensation where we have taken reasonable steps to resolve the issue. We will use reasonable endeavours to restore essential services, including heating, hot water, cooking facilities and refrigeration, as quickly as reasonably practicable.

8.3 We are also not liable to you for any noise or disturbance from neighbours or other activities outside the property (including agricultural and street noise).

8.4 We shall not be liable to you at all for any indirect or consequential loss, whether caused by negligence, breach of contract or otherwise.

9 Force Majeure

9.1 We shall not be liable where performance of the booking is prevented or affected by events beyond our reasonable control including severe weather, flooding, coastal erosion, utility failure, government restrictions, pandemics, strikes or other force majeure events.