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Provisional bookings It is possible to reserve a holiday for a maximum of 7 days. No payment is required at this stage.

After the 7 days has expired the booking will be automatically cancelled without notification and there will be no charge. It is not possible to make a provisional booking within 7 days of arrival. Paying for your holiday You will be required to pay a deposit per week booked at the time of booking, to secure your holiday booking.

If you have given us your e-mail address, we will send out a payment reminder e-mail a few days before your payment is due. We do not send reminder letters, but your payment due date is written on your confirmation for your reference. If there are any issues with your holiday payment, please notify us at the earliest opportunity so we can discuss this with you.

If your payment is late, we will notify you of non-payment. In the event we do not receive payment and we do not hear from you, we reserve the right to terminate our contract with you and cancel the holiday booking without a refund. All bookings made within 8 weeks of arrival must be paid in full at the time of booking. Cancellation scheme The Cancellation Scheme premium is automatically included in the deposit unless you specifically select otherwise.

We strongly advise you to take this as no refunds are given without it. For a small premium, Hendra will refund any monies paid excluding the cancellation and booking fees, provided we receive written confirmation of cancellation of the entire party at least 4 weeks before the commencement of your holiday. Between 4 weeks prior to arrival and your arrival date Hendra will only refund if cancellation is due to any of the following — death, serious illness or redundancy to a member of the booked party.

Please note that the claim must be in writing and supported by the relevant documents.

Some new monitors offer remote access enabling you to watch your baby on a computer, tablet or smartphone when you are away from home. Park behaviour We would like all our guests to enjoy their holiday with us here at Hendra. E-cigarettes are also not permitted in any of our facilities.

Our acknowledgement is evidence of our having received your notification. Our cancellation scheme covers you until you arrive on site after which refunds cannot be given if for any reason you should leave early. You may wish to take out your own holiday insurance to cover this. Additional holiday costs It is possible to choose a specific pitch or caravan number prior to arrival and subject to availability.

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  • Linen can be hired for an additional charge. Where we require a higher value returnable deposit, such as for group bookings, we will charge a security deposit in addition to the key deposit, and will be treated as an extension to the key deposit terms. We do not accept cash key deposits on arrival.

    The key deposit must be paid with your final balance and will be refunded within 10 days of departure by cheque to the lead party name. The key and security deposits do not represent full liability and we reserve the right to charge for damage or additional cleaning etc. Payments by cheque It is possible to pay for your holiday by cheque provided the cheque is received by us and cleared in advance of your payment due date.

    Bookings made on the day of arrival casual and paid with cash must be accompanied with photo ID confirming the name and address given. ID must be in form of a full driving license or passport. The price of your holiday will be subject to the rate prevailing at the time payment is received and the price of your holiday adjusted accordingly. This means that if VAT goes up then the balance due on any holiday will be raised accordingly.

    Once booked any offers that may become available subsequently, such as last-minute offers, cannot be applied to an existing booking. Discounted pool passes It is possible to pre-book Oasis Pool passes. Packs of pre-bookable pool passes come in sets of 4 or 8 passes 1 pass for 1 person for 1 swim and can be collected from reception on arrival.

    Pre-bookable passes will save you money. Pool passes are valid for the year purchased ONLY; they are not transferable and are not refundable. Your booking confirmation We will send you a booking confirmation within 24 hours of you making the booking with us to the email address provided on your customer account when booking.

    Please advise us of any changes to your email address.

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    If you do not have an email address, please advise us so we can arrange to send by postal letter. It is your responsibility to let us know if you have not received your booking confirmation. You will need to check the details on your booking confirmation are correct and you must notify us immediately of any discrepancies.

    We cannot accept responsibility for any errors not corrected prior to arrival.

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  • If you have any specific requirements you must contact us to check that we can comply with them before arrival. Please check your booking confirmation as soon as you receive it and please advise us of any changes right away. Bookings and accommodation are non-transferable; we will not permit access to site any persons who have obtained a booking that was not purchased directly from ourselves or one of our registered booking agents.

    The lead party is the lead person named on the customer account under which the booking is made and accepts ultimate responsibility for the booking including behaviour of all party members and payments. Accordingly, the lead party member but be present for the duration of the entire stay unless by prior arrangement with management. You must let us know the total number of people coming with you including children and babies as you must not exceed the capacity of your holiday home, pitch or pod.

    We provide details of the maximum capacity on our website which will be 2 to 8 people maximum depending on the unit type, and 6 persons maximum per pitch. Please contact us if you require any assistance in making your caravan size selection.

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  • Please check your confirmation carefully to check you have a caravan suitably sized for your party. If you do exceed the maximum number of occupants, we will unfortunately have to turn any extra people away at check in. We do not permit any accommodation to be sub-let under any circumstances. By law we cannot permit guests to work from site.

    Who we cater for Hendra is a family park and caters for families and couples only and does not accept non-family orientated groups unless by prior arrangement. In certain circumstances Hendra will accept bookings from clubs, school groups or similar. Minimum ages For touring, camping and pod bookings, the lead party member must be aged 18 years or over. For holiday home bookings, the lead party member must be aged 21 years or over.

    For all bookings there is a maximum allowance of four under 18s for each responsible adult named on the booking. This ratio applies per unit of accommodation or pitch also. Late arrivals If you are going to be late arriving for your holiday home or pitch, please notify us at the earliest opportunity. If you do not contact us, the unit you have booked will only be held until noon the day after the booked arrival date provided full payment has been received after which time we may re-let without notice and without a refund.

    If you are going to arrive for a holiday home booking after reception has closed, the warden will have your key. You will need to visit reception in the morning to complete the check in procedure. Park behaviour We would like all our guests to enjoy their holiday with us here at Hendra. We therefore reserve the right to refuse some bookings, if we think a person will compromise the enjoyment of other guests or the wellbeing of staff.

    If you are unruly or antisocial whilst staying on the park, you will be required to leave immediately without a refund.

    This type of behavior includes, but is not limited to, any discrimination against, or harassment of anyone in relation to their sex, race, colour, religion, religious or philosophical belief, nationality, age, ethnic origin, relationship status, disability, sexual orientation, or gender re-assignment.

    The company reserves the right to terminate any booking at any time, without compensation or refund. No noise policy Whilst we appreciate everyone is on holiday and we would like you to have the best time here at Hendra, we ask that guests abide by the no noise policy to ensure the peaceful enjoyment of the park by all guests.

    Therefore, please note we have a zero-tolerance policy after 10pm. Security staff patrol the site after 10pm to ensure the no noise policy is followed. If you are affected by noise during your stay, please call security on All accommodation is booked on a self-catering basis.

    We do not supply cleaning products, toiletries or condiments. We do provide duvets and pillows in our holiday homes but do not provide towels, duvet covers, sheets or pillow cases. Our Meadow Lodges DO include towels and beds made up. Our Pods do not have beds made up nor do they have bedding or towels provided.

    We do not supply any camping equipment. Sets consisting of duvet cover, sheet and pillowcases can be hired from Reception if your accommodation does not have linen provided.

    Holiday durations Hendra caters for holidays and is a non-residential park; there is a maximum permitted holiday duration of 21 nights. In our holiday homes we offer short breaks Monday to Friday or Friday to Monday or week holidays commencing Saturday, Monday or Friday.

    It is possible to book multiple breaks up to a maximum of 3 weeks. During peak times, including all school and bank holidays, touring bookings should be made for a minimum of 3 nights for a non-electric pitch and a minimum of 7 nights for an electric pitch including Grand Premium, Super, Gold Leaf or Silver Leaf pitches. It is only possible to book a Specific Pitch from Saturday to Saturday during peak times. Extra nights can be added subject to availability and full payment.

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    Check in and check out times Check in is available from 8am to collect your membership and pool passes, you can then use the facilities on site. Holiday homes are ready from 4pm, unless you have booked a Meadow Lodge, or added early check in. Check out is 10am on your day of departure, however you are welcome to use the facilities until 2pm. A charge may apply for late check outs. With friends If you are holidaying with friends and family, we appreciate you may wish to be together.

    If you require two or more pitches together, we strongly recommend this option. Each party will need to add this to their booking and each party must provide the booking reference number of all parties they would like to be next to, so we can arrange this for you. Larger group enquires may on occasion be accepted and pitches allocated at the discretion of management.

    This restriction is to help protect the family environment and the enjoyment of other guests. Guests with special needs If you have special needs or are travelling with someone who does, please call our friendly booking team on They can give you advice and information about our parks facilities.

    We also have a Disability Access Statement that we can email or post to you. Holidays with a baby Please note that most of our holiday homes will not be able to fit a travel cot in the master bedroom. To accommodate a travel cot, it is possible to fold up one or both beds in a twin bedroom or alternatively use the pull-out conversion bed with a travel cot alongside in the living space.

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