Terms and conditions

In these terms and conditions these terms have the following meanings:

  • Accommodation is the cottage named in the confirmation email or as otherwise agreed in writing between Heckingham Hall and the Guest
  • Agreement means the agreement between Heckingham Hall and the Guest for the holiday rental of Accommodation on these Terms and Conditions
  • Heckingham Hall means the owners of Heckingham Hall, Nick and Lizzie Roberts at Heckingham Hall, Heckingham, Norfolk NR14 6QU
  • Guest means the person named in the confirmation email.
  1. The booking (unless cancelled within 7 working days of receipt of the confirmation email) is an agreement on these Terms and Conditions between the Guest and Heckingham Hall for the holiday rental of the Accommodation.
  2. Heckingham Hall permits the Guest to occupy the Accommodation and use its contents for the holiday period shown in the confirmation invoice.
  3. The Guest is responsible for all payments and for any damage, whether caused by the Guest or their party.  The Guest shall make their party fully aware of these Terms and Conditions.
  4. Once a booking is confirmed by Heckingham Hall, the Guest is responsible for paying the full balance of the cost of the holiday.
  5. For bookings made two months or more in advance, the booking takes effect when the non-returnable deposit of £100 has been received by Heckingham Hall. Until that time it is a provisional booking, which can be held for a maximum of two working days. The full balance of the total holiday cost must be paid on or before the first day of the month two months prior to the month in which the holiday commences. (For the avoidance of doubt, this means that the full balance for a holiday starting on the 16th September must be paid on or before the 1st July.)
  6. For bookings made for a holiday less than 2 months away, full payment must be made at the time of booking.
  7. If vouchers are used, the full balance must be paid on time.
  8. The holiday price includes Value Added Tax (VAT). If rates of VAT change from that included in the holiday price, Heckingham Hall may amend prices accordingly.
  9. All payments are only accepted in Pounds Sterling by cheque or bank transfer.
  10. To cancel a booking, the Guest must give Heckingham Hall notice in writing as soon as possible. A 100% cancellation charge is payable. On receipt of the written cancellation, Heckingham Hall endeavours to re-book the Accommodation for the holiday period and, if successful for the whole or part of the period, refunds the relevant proportion of the money paid less £75.00 (seventy five pounds) to cover office administration.
  11. If the full balance is not paid on time, Heckingham Hall notifys the Guest. If full payment has not been received 7 days after the balance is due, Heckingham Hall cancels the booking: the cancellation charges apply and the Guest is liable for 100% of the holiday cost.
  12. Heckingham Hall reserves the right to re-let any holiday where any payments due are more than 7 days in arrears.  If the Accommodation is re-let, any payments made by the Guest in addition to the non-refundable deposit are refunded.  If the Heckingham Hall is unable to re-let the holiday, the Guest is liable for 100% of the holiday cost.
  13. Bookings are not accepted from people under 18 years of age.
  14. Group bookings of single sex parties must be declared at the time of booking and additional deposits may be required.
  15. Heckingham Hall may, at its discretion, refuse any booking.
  16. Heckingham Hall may cancel or alter arrangements made for the Guest whether before or during the holiday period provided that such cancellation or alteration is necessary:
    • due to circumstances beyond the reasonable control of Heckingham Hall or
    • to perform or complete essential remedial or refurbishment works or
    • due to the sale of the property.
  17. If a booking is altered or cancelled by Heckingham Hall, it takes reasonable steps to offer a suitable alternative booking. If Heckingham Hall is not able to offer such an alternative or the Guest does not accept the alternative offered, Heckingham Hall will return to the Guest the relevant proportion of the money paid by the Guest to Heckingham Hall in respect of the Accommodation and will not otherwise be liable for any loss caused by such alteration or cancellation.
  18. Alterations to bookings are not normally permitted, such as a change in the Guest or a transfer from one date to another. Heckingham Hall may, at its discretion, accept transferred bookings subject to payment of a fee of £75.00 (seventy-five pounds). Bookings for holidays a long way into the future are more likely to be accepted for a transfer of dates.
  19. Occupation is strictly limited to the maximum number of persons for the Accommodation stated on this website, using the available beds only – no tents, caravans or campervans are allowed. Over-occupancy will result in an immediate requirement to vacate the premises, with no refund of either the deposit or rental payments, plus a £75 surcharge per person per night for every person over the maximum occupancy level, and possible further charges if there is any damage to the facilities caused by excess usage.
  20. The Guest and his or her party must arrive after the arrival time (3:00pm on the first day of the holiday period) but before 11:00 pm and depart before the departure time (10:00am on the last day of the holiday period). Any stay beyond this period is subject to a charge being made for additional days.
  21. The Guest is issued with keys to the Accommodation on the first day of the holiday period and the Guest must return them on the last day of the holiday period or the date of departure, if earlier. Failure to do so incurs a charge for replacement keys.
  22. There is a £100 damage deposit payable on arrival in cash for Heckingham Manor. This is returned at the end of the stay, if there is no damage.
  23. The holiday price does not include charges for electricity and oil. These are metered and are paid for at the end of the stay.
  24. The holiday price includes all charges for water.
  25. Guests must comply with the instructions found in the welcome pack in the Accommodation, which include, but are not limited to:
    • appropriate fuel for use on open fires or stoves
    • use of the hot tubs
    • use of swimming pools
  26. Well behaved dogs are permitted on condition that they are not allowed upstairs, on the furniture, and especially the beds.  Dogs must never be left unattended in the Accommodation. A charge of £20 (twenty pounds) is made for each dog. Any fouling of lawns or other areas must be cleared up immediately.
  27. The number of dogs staying and the presence of any young dogs under six month old at the time of the holiday must be declared when the booking is made. If a young dog is taken to the Accommodation without Heckingham Hall’s consent, the Guest may be asked to leave without compensation.
  28. Smoking is not permitted in any part of the Accommodation.
  29. Dangerous, offensive, noisy, illegal or immoral activities are not permitted in any part of the Accommodation. The Guest must not allow any act that may be a nuisance or annoyance to Heckingham Hall or to any neighbours.
  30. Heckingham Hall recommends that the Guest holds personal insurance for cancellation, accidental damage and personal liability.
  31. Every reasonable care is taken to ensure that the Accommodation is presented to Guests to a high standard. If the Guest finds on arrival that there is a problem, or cause for complaint, or anything is missing or damaged, the Guest immediately contacts Heckingham Hall. Reasonable steps are then taken to assist the Guest. If missing or damaged items are not reported, it is presumed that the damage/loss was caused by the Guest and a charge is made.
  32. The Guest agrees to keep and leave the Accommodation and its contents in the same state of repair and condition, and in a clean and tidy state as at the start of the holiday period (reasonable wear and tear excepted).
  33. The Guest must allow Heckingham Hall and/or its agents to enter the Accommodation to inspect the state of it, on reasonable notice, except in emergency when immediate access must be granted.
  34. The Guest must not use the Accommodation except for the purpose of a holiday by the Guest and their party during the holiday period, and not for any other purpose or longer period.
  35. Heckingham Hall is committed to ensuring that any problems or complaints the Guest may have whilst at the Accommodation are resolved efficiently and promptly, but must be given the opportunity to do so. Any refusal to notify Heckingham Hall or refusal of reasonable rectification may affect the Guest’s right to compensation or repayment.
  36. Guests must provide a contact telephone number and suitable time for Heckingham Hall to communicate with them about problems or complaints. Guests must allow access to the Accommodation by any staff or contractors of Heckingham Hall to resolve problems or complaints.
  37. Guests must formally confirm any unresolved complaint in writing to Heckingham Hall within 28 days of return from holiday.
  38. Heckingham Hall is not responsible for loss or damage to any property left by Guests at the end of their stay.
  39. Any Guest’s property found at the Accommodation is normally disposed of if not collected within six months and Heckingham Hall may charge a reasonable administration fee to cover the costs of storage and handling of lost property.
  40. Occasionally, there is a need for unforeseen work in the Accommodation. Heckingham Hall and its contractors may enter the Accommodation at any reasonable time for reasonable cause. This includes the need to undertake inspections and audits necessary to operate the business, the undertaking of unforeseen (internal and external) remedial repairs together with any annual external re-decoration for which access to the inside of the Accommodation may be required. External windows and doors may be opened during this process.
  41. Heckingham Hall gives the Guest reasonable notice of such requirements, and aims to restrict the working hours of our contractors to between the hours of 10.00 – 15.30. If this is not possible Heckingham Hall offers the Guest reasonable compensation for any foreseeable inconvenience or loss of enjoyment caused on that day.
  42. Heckingham Hall may terminate the Agreement on notice, and in such case the Guest and his or her party must leave the Accommodation, (without compensation being payable to the Guest or any member of his or her party) if:
    • this is deemed necessary by Heckingham Hall because of a serious breach by the Guest of the Agreement or the Guest’s or their party’s behaviour endangers the safety of other Guests or members of staff or members of the public; or
    • any complaints are made of anti-social behaviour or unreasonable breakages or damage occurs or smoking restrictions are not observed.
  43. Heckingham Hall is not liable for any loss of property or any other loss or damage caused by it or its agents or contractors:
    • unless it has breached a legal duty of care owed to, or contractual term for the benefit of, the claiming party;
    • where such loss or damage is not a reasonably foreseeable result of any such breach; or
    • where such loss or damage results from a breach by the claiming party of any duty of care owed to, or contractual term for the benefit of, the Heckingham Hall.
  44. Heckingham Hall accepts no responsibility for personal injury to the Guest and their party, or loss of or consequential loss or damage to their property, or for other matters over which Heckingham Hall has no control.
  45. The construction, validity and performance of the Agreement shall be governed by the law of England and Wales, and both parties submit to the non-exclusive jurisdiction of the UK Courts.
  46. These website Terms and Conditions supersede all previous editions.