Privacy Policy

Version 2026.1

Effective from: Tuesday 4th August 2026

Applies to all bookings confirmed on or after this date.

Welcome

Thank you for choosing Penbroath Retreats. Our aim is to provide every guest with a peaceful, relaxing and memorable holiday in the Cornish countryside. These Booking Terms & Conditions have been written to protect both our guests and our business by clearly setting out what you can expect from us and what we ask of you in return.

Most guests will never need to refer to these Terms during their stay. However, by making a booking you agree to these Terms and we encourage you to read them carefully before confirming your reservation. If anything is unclear, please contact us. We are always happy to help.

1. Introduction

1.1 These Booking Terms & Conditions (“Terms”) form the legally binding agreement between Penbroath Retreats (“we”, “us”, “our”) and the person making the booking (“you”, “your” or the Lead Guest).

1.2 These Terms apply to all bookings made directly with Penbroath Retreats unless we have agreed otherwise in writing.Where a booking is made through an authorised third-party agent, these Terms apply alongside that agent’s booking conditions except where those conditions are required by law to take precedence.

1.3 By making a making a booking, paying any monies due or occupying any Penbroath cottage, you confirm that you have read, understood and accepted these Terms on behalf of yourself and every member of your Group.

1.4 The Lead Guest must be at least 18 years of age and accepts responsibility for ensuring that every member of the Group complies with these Terms throughout the stay.

1.5 These Terms should be read together with:

• your Booking Confirmation;

• our Guest Information & House Rules;

• Swimming Pool Rules;

• Hot Tub Rules;

• Dog Policy;

• Electric Vehicle Charging Policy; and

• any other policies or guidance specifically referred to within these Terms.

Together these documents form the contract between you and Penbroath Retreats. These documents are incorporated into, and form part of, these Booking Terms & Conditions. In the event of any inconsistency, these Booking Terms & Conditions shall take precedence unless otherwise required by law.

1.6 If any provision of these Terms conflicts with a mandatory requirement of applicable consumer legislation, that legislation shall prevail and the remainder of these Terms shall continue in full force and effect.

2. Definitions

For the purposes of these Terms:

Arrival Date means the first day of your booking shown on the Booking Confirmation.

Booking means the agreement between you and Penbroath Retreats for the occupation of the Property for the agreed holiday period.

Booking Confirmation means the written confirmation issued by us accepting your booking.

Booking Deposit means the initial payment required to secure your booking.

Booking Price means the total accommodation charge payable for your booking, excluding the Security Deposit unless otherwise stated.

Contact Details means the postal address, telephone number and email address published on our website or contained within your Booking Confirmation.

Departure Date means the final day of your booking shown on your Booking Confirmation.

Group means every person occupying the Property during your booking together with any authorised visitors.Guest Information & House Rules means the operational information and rules issued by Penbroath Retreats which form part of these Terms.

Lead Guest means the person making the booking who accepts these Terms on behalf of the entire Group.

Permitted Dog means a dog accepted by us before arrival and confirmed as part of your booking.

Property means the holiday cottage identified in your Booking Confirmation together with any private garden, patio, private hot tub and the shared guest facilities available for your use.

Security Deposit means the refundable deposit held against damage, excessive cleaning, missing items, breaches of these Terms or any other reasonable costs arising from your booking. Within our online booking system this may also be referred to as a “Breakage Deposit”.

Terms means these Booking Terms & Conditions.

Website means the official Penbroath Retreats website.

Working Day means Monday to Friday excluding public holidays in England.

Facilities means all amenities provided for guests including, where applicable, the swimming pool, hot tubs, gardens, parking areas, communal spaces and any other shared or private guest facilities.

Registered Guest means a person named on the Booking Confirmation or otherwise approved by us in writing.

Visitor means any person attending the Property who is not a Registered Guest.

3. Your Booking

3.1 Your booking is accepted only when we issue a Booking Confirmation. Until that time, any provisional booking may be cancelled without notice.

3.2 The Property is provided solely for short-term holiday accommodation. Your booking does not create a tenancy or any right to remain in occupation beyond the agreed booking period. Nothing in these Terms creates a landlord and tenant relationship, an assured shorthold tenancy or any other statutory right of occupation.

3.3 The maximum occupancy of each Property is shown on your Booking Confirmation and must not be exceeded without our prior written agreement.

3.4 The Lead Guest is responsible for ensuring that all information supplied during the booking process is accurate. Any significant change to your booking should be notified to us as soon as reasonably practicable.

3.5 We reserve the right to refuse or cancel a booking where information provided during the booking process is materially inaccurate, incomplete or misleading.

4. Prices, Payment and Security Deposit

4.1 Booking Price

The Booking Price for your stay will be confirmed in your Booking Confirmation. Unless otherwise stated, the Booking Price includes all accommodation charges applicable to your booking. Any optional extras selected during the booking process will be itemised separately.

4.2 Booking Deposit

A Booking Deposit is required to secure your booking. Unless otherwise agreed by us in writing, the Booking Deposit will normally be 25% of the total

Booking Price.

For bookings made significantly in advance, special offers, repeat guests or at our discretion, we may accept a reduced Booking Deposit. Where this applies, the amount payable will be confirmed within your Booking Confirmation.

The Booking Deposit must be paid within [Bookalet Deposit Due Tag] of the provisional booking being made. Until cleared funds have been received and a Booking Confirmation has been issued, your booking remains provisional and may be cancelled without further notice.

4.3 Balance Payment

The remaining balance of the Booking Price together with the Security Deposit must be paid no later than six (6) weeks before the Arrival Date, unless otherwise stated within your Booking Confirmation. Bookings made within six weeks of arrival require payment in full at the time of booking. Failure to make payment by the due date may result in cancellation of your booking and we reserve the right to re-let the Property.

4.4 Security Deposit

A refundable Security Deposit of £200 is payable before arrival. The Security Deposit is intended to cover the reasonable cost of loss, damage, additional cleaning or other costs arising from a breach of these Terms, including, but not limited to:

• damage to the Property or its contents;

• missing or broken items;

• excessive cleaning;

• breach of these Terms or the Guest Information & House Rules;

• unauthorised guests or visitors;

• unauthorised dogs;

• smoking or vaping inside the Property;

• misuse of the swimming pool or hot tub;

• additional cleaning required due to pets;

• failure to return keys or access devices; and

• any other reasonable costs incurred as a result of a breach of these Terms.

The Security Deposit is not intended to limit your liability. Where the reasonable cost of repair, replacement or remedial work exceeds the value of the Security Deposit, the Lead Guest remains responsible for the balance.

4.5 Return of Security Deposit

Where no deductions are required, the Security Deposit will normally be returned within seven (7) days of your Departure Date.

Where damage, excessive cleaning or other matters require investigation, quotations or repairs, may delay returning all or part of the Security Deposit until the reasonable costs have been established.

Where deductions are made, we will explain the reasons and may provide supporting evidence including photographs, quotations, invoices or contractor reports where appropriate.

We aim to process Security Deposit returns promptly, however timescales may occasionally be extended where third-party quotations or specialist inspections are required.

4.6 Payment Methods

We accept payment by the methods displayed during the booking process.

A booking will not be treated as paid until cleared funds have been received.

4.7 Pricing Errors

Whilst every effort is made to ensure prices displayed on our website and booking platforms are

accurate, obvious pricing or technical errors do not constitute acceptance of a booking.

Where an obvious error has occurred, we reserve the right to cancel the booking and refund any

monies paid or, where appropriate, offer the booking at the correct price.

5. Guest Cancellations

5.1 Cancelling Your BookingShould you need to cancel your booking, you must notify us in writing using the Contact Details provided within your Booking Confirmation.

Your cancellation will take effect on the date and time that we receive your written notice.

5.2 Cancellation Charges

If you cancel your booking, the following cancellation charges will apply:

Cancellation received: Amount payable:

More than 30 days before arrival Booking Deposit only 30 days or less before arrival 50% of Booking Price |7 days or less before arrival 100% of Booking Price

5.3 Re-letting the Property

If you cancel your booking, we will make reasonable efforts to re-let the Property. Where we successfully re-let all or part of your cancelled booking, we may, where we consider it appropriate, refund some or all of the cancellation charges already paid. Any refund may be reduced by:

• our reasonable administration costs;

• any reduction in the replacement booking price;

• discounts required to secure the replacement booking; and

• any other reasonable costs directly associated with the cancellation.

Nothing within this clause obliges us to re-let the Property or to provide a refund where we are unable to do so.

We recommend arranging travel insurance as soon as your booking is confirmed.

5.4 Changes Instead of Cancellation

If you wish to change your booking dates rather than cancel, please contact us as soon as possible. Whilst we will always try to help, any amendment remains entirely at our discretion and will depend upon availability.

Where a change is agreed, additional charges or revised pricing may apply.

5.5 Failure to Arrive

Failure to arrive on the Arrival Date without prior agreement will be treated as a cancellation on the day of arrival.

No refund will be payable.Where guests choose to depart before the agreed Departure Date, no refund will be made for unused nights.

5.6 Travel Insurance

We strongly recommend that guests arrange appropriate holiday cancellation insurance at the time of booking.

Travel insurance may provide protection against circumstances beyond your control, including illness, injury, travel disruption, family emergencies and other unforeseen events which may prevent your holiday from taking place.

6. Our Right to Cancel

6.1 Cancellation Before Arrival

Very occasionally, we may need to cancel your booking before your Arrival Date.

This may occur where the Property becomes unavailable due to circumstances including, but not limited to:

* accidental damage;

* fire or flood;

* essential repairs or maintenance;

* failure of essential services or equipment;

* health and safety concerns;

* circumstances beyond our reasonable control; or

* any other event which makes the Property unsuitable or unsafe for occupation.

We will notify you as soon as reasonably practicable should this occur.

6.2 Alternative Accommodation

Where reasonably possible, we may offer alternative accommodation of a similar standard.

You are under no obligation to accept any alternative accommodation offered.

If suitable alternative accommodation cannot be provided, or you choose not to accept it, we will refund all monies paid directly to us in respect of the cancelled booking.

6.3 Limitation of Liability

Where we cancel your booking in accordance with this Section, our liability shall be limited to the refund described above.

We shall not be responsible for consequential losses including, but not limited to:

* travel expenses;

* fuel costs;

* ferry, rail or airline tickets;* alternative accommodation booked elsewhere;

* loss of earnings;

* any other indirect or consequential loss, except where such liability cannot lawfully be excluded.

Nothing within these Terms excludes or limits our liability for death or personal injury caused by our negligence, fraud, fraudulent misrepresentation or any other liability which cannot legally be excluded.

6.4 Cancellation for Breach of these Terms

We reserve the right to terminate with immediate effect, without refund, where we reasonably believe that the Lead Guest or any member of the Group has materially breached these Terms or the Guest Information & House Rules.

Examples include, but are not limited to:

* exceeding the permitted occupancy;

* allowing unauthorised visitors to use the accommodation or facilities;

* bringing undeclared dogs or other animals onto the Property;

* causing nuisance or disturbance to neighbouring guests or properties;

* abusive, threatening or discriminatory behaviour towards our team;

* deliberate or reckless damage to the Property or its contents;

* unlawful activity;

* misuse of the swimming pool or hot tubs;

* holding unauthorised parties or events; or

* any conduct likely to place people, property or our business at risk.

Where a booking is terminated under this clause, all members of the Group may be required to leave the Property immediately.

6.5 Refusal of Entry

We reserve the right to refuse entry where we reasonably believe that allowing occupation of the Property would result in:

* a breach of these Terms;

* a risk to health or safety;

* damage to the Property;

* nuisance to other guests or neighbouring properties; or

* unlawful activity.

Where refusal of entry results from the actions of the Lead Guest or their Group, no refund shall be payable.

Fraudulent Bookings

We reserve the right to refuse or cancel any booking where we reasonably suspect fraudulent activity, unauthorised payment methods or identity fraud.7. Arrival, Departure and Access

7.1 Arrival

Unless otherwise agreed in writing, check-in is available from 3:00 pm on the Arrival Date. Whilst every effort is made to have your Property ready for check-in at 3.00 pm, delays may occasionally occur due to circumstances beyond our reasonable control. Where this happens, we will keep you informed and prepare the Property as quickly as reasonably practicable.

7.2 Departure

Guests must vacate the Property by 10:00 am on the Departure Date.

This allows sufficient time for our Housekeeper to prepare the Property to the high standards expected by all guests.

7.3 Early Arrival and Late Departure

Early check-in and late check-out may be available by prior arrangement and are subject to availability.

Unauthorised early arrivals may prevent our Housekeeper from safely preparing the Property and therefore cannot be accommodated.

Additional charges may apply.

Guests must not arrive before the agreed check-in time or remain in the Property after the agreed departure time unless expressly agreed by us in writing.

Unauthorised late departures may result in additional charges where they delay changeovers or cause us to incur additional costs.

7.4 Access Information

Details regarding access to the Property, including key collection or access codes, will be provided after full payment has been received.

Guests are responsible for keeping keys, access devices and security codes safe throughout their stay.

Access codes, keys and security information must not be shared with anyone who is not a Registered Guest.

Lost keys or security devices may result in reasonable charges to cover replacement and any necessary security measures.

7.5 Access During Your Stay

Whilst respecting your privacy, we reserve the right to enter the Property where reasonably necessary:* to carry out essential repairs;

* to inspect suspected damage;

* to investigate health or safety concerns;

* to carry out routine servicing of hot tubs, swimming pool facilities or essential equipment;

* to comply with legal obligations; or

* in an emergency.

Where reasonably practicable, we will provide advance notice and arrange access at a mutually convenient time. However, we reserve the right to enter without prior notice where immediate access is reasonably necessary to protect guests, the Property or neighbouring properties.

7.6 Before You Leave

Before departing, we kindly ask that you leave the Property in a reasonably clean and tidy condition and complete the following simple departure checks:

* dispose of rubbish and recycling using the facilities provided;

* empty the fridge and freezer of personal food and drink;

* empty the dishwasher and return crockery and kitchen equipment to the cupboards;

* remove all dog waste from the gardens and grounds;

* return any moved furniture to its original position;

* ensure the Property is left in a reasonably clean and tidy condition; and

* report any accidental damage or maintenance issues.

Failure to comply may result in reasonable deductions from the Security Deposit where additional cleaning or remedial work is required. Excellent. This is reading much more like a professionally drafted contract now. One thing I’m doing quietly as we go is removing words that could be challenged and replacing them with wording that is more likely to stand up if there was ever a dispute.

8. Occupancy, Visitors and Use of the Property

8.1 Maximum Occupancy

The maximum number of guests permitted to stay at the Property is stated in your Booking Confirmation and must not be exceeded at any time without our prior written consent. The maximum occupancy includes children and infants unless we have expressly agreed otherwise in writing.

8.2 Lead Guest Responsibility

The Lead Guest accepts these Terms on behalf of every member of the Group and is responsible for ensuring that all guests comply with these Terms, the Guest Information & House Rules and any safety information provided during the stay. The Lead Guest remains responsible for any loss, damage, nuisance or breach of these Terms caused by any member of the Group.

8.3 Visitors

Only registered guests named on the Booking Confirmation are entitled to occupy the Property and use the facilities at Penbroath Retreats. Visitors are only permitted where we have given our prior agreement. Permission may be withdrawn at any time if we reasonably believe it is affecting the safety, enjoyment or privacy of other guests or the operation of Penbroath Retreats. Where permission is granted, visitors:

* must remain under the responsibility of the Lead Guest;

* must comply with these Terms and the Guest Information & House Rules;

* must not remain overnight unless previously agreed;

* must not cause the maximum occupancy to be exceeded.

Visitors are not permitted to use:

* the indoor swimming pool;

* private hot tubs;

* guest parking areas;

* gardens or communal facilities; or

* any other guest amenities, unless we have expressly agreed this in advance.

These restrictions are necessary to protect the safety, enjoyment and privacy of our guests and to comply with our operational procedures and insurance requirements.

8.3.1 Authorised visitors remain the responsibility of the Lead Guest at all times and must leave the site immediately if requested by us.

8.4 Unauthorised Guests or Visitors

The presence of unauthorised guests or visitors constitutes a material breach of these Terms. Where this occurs, we reserve the right to:

* require unauthorised persons to leave immediately;

* withdraw access to guest facilities;

* make reasonable additional charges where appropriate;

* make deductions from the Security Deposit where additional costs arise; and

* terminate the booking without refund where the breach is serious or repeated.

8.5 Holiday Use Only

The Property must not be used as a business address or for receiving commercial deliveries without our prior agreement.

The Property is provided solely for holiday accommodation. Unless agreed by us in writing before your booking is confirmed, the Property must not be used for:

* parties;

* events or functions;

* wedding receptions;

* commercial activities;

* organised gatherings;

* professional photography or filming;

* business meetings involving external attendees; or

* any unlawful purpose.

Remote working by registered guests during their holiday is, of course, welcome, provided it does not alter the holiday nature of the booking or involve additional visitors.

8.6 Consideration for Others

Penbroath Retreats has been created to provide a peaceful and relaxing environment for all guests.

Guests are asked to behave respectfully and avoid excessive noise or behaviour likely to disturb neighbouring guests or nearby residents.

Particular consideration should be shown between 10.00 pm and 8.00 am.

9. Guest Information & House Rules

9.1 Contractual Status

The Guest Information & House Rules form part of these Booking Terms & Conditions.

By making a booking, the Lead Guest confirms that they have read, understood and accepted the Guest Information & House Rules on behalf of every member of the Group.

9.2 Responsibility

The Lead Guest is responsible for ensuring that every member of the Group complies with the Guest Information & House Rules throughout the stay.

Parents and guardians remain responsible for supervising children at all times, particularly when using the swimming pool, hot tubs and shared facilities.

9.3 Failure to Comply

Failure to comply with the Guest Information & House Rules may result in:* withdrawal of access to specific facilities;

* reasonable deductions from the Security Deposit;

* additional charges where appropriate; or

* termination of the booking where the breach is serious or repeated.

10. Swimming Pool

10.1 Availability

The indoor swimming pool is provided exclusively for the enjoyment of registered guests staying at Penbroath Retreats.

Whilst we make every reasonable effort to ensure that the swimming pool is available throughout your stay, it may occasionally be necessary to close the pool temporarily for:

* water quality management;

* maintenance or repairs;

* equipment failure;

* essential cleaning;

* health and safety reasons; or

* circumstances beyond our reasonable control.

Where this occurs, we will make every reasonable effort to restore the pool to use as quickly as reasonably practicable. We appreciate that the swimming pool is an important part of many guests’ stay. However, temporary closure may occasionally be necessary to protect guest safety or maintain water quality. Such closures will not automatically entitle guests to compensation or a refund.

10.2 Registered Guests Only

Use of the swimming pool is strictly limited to registered guests named on the Booking Confirmation. Visitors and members of the public are not permitted to use the swimming pool unless we have given our prior written permission.

10.3 Supervision

Children under the age of 16 years must be supervised at all times by a responsible adult within the pool building. Parents and guardians remain entirely responsible for the safety and behaviour of children using the swimming pool.

10.3.1 Running, diving, rough play and any behaviour likely to endanger other guests are

prohibited within the pool building.

10.4 Pool Rules

Guests must comply with the separate Swimming Pool Rules provided before or during their stay.

Failure to comply may result in access to the swimming pool being withdrawn.

10.5 Use at Your Own Risk

Whilst we take every reasonable step to maintain the swimming pool in a safe condition, guests

acknowledge that swimming carries inherent risks.

Guests use the swimming pool entirely at their own risk, except where loss or injury results from

our negligence or any liability that cannot lawfully be excluded.

Perfect. We’re over halfway now. From here I’m going to keep the style consistent and tighten the

legal wording further.

10.5.1 

Guests use the swimming pool at their own risk. This does not exclude or limit any

liability that cannot lawfully be excluded.

11. Private Hot Tubs

11.1 Availability

Where a Property includes a private hot tub, it is provided exclusively for the use of the registered guests staying in that Property. Whilst we make every reasonable effort to ensure hot tubs are available throughout your stay, we may occasionally need to withdraw a hot tub from use for:

* water quality management;

* routine servicing;

* maintenance or repairs;

* essential cleaning and sanitisation;

* health and safety reasons; or

* circumstances beyond our reasonable control.

Where this occurs, we will make every reasonable effort to restore the hot tub to use as quickly as reasonably practicable. Temporary unavailability of a hot tub will not automatically entitle guests to compensation or a refund. Nothing in this clause affects your statutory rights.

11.2 Registered Guests Only

Hot tubs are provided solely for the enjoyment of the registered guests occupying that Property. Visitors and non-residents must not use a hot tub unless we have given prior written permission.

11.3 Safe Use

Guests must use the hot tub responsibly and in accordance with the Hot Tub Rules. Children must be supervised at all times by a responsible adult. Guests should not use the hot tub where doing so would be contrary to medical advice or whilst under the influence of alcohol or drugs to the extent that safe use may be impaired.

11.4 Water Quality and Care

To help maintain water quality and protect the hot tub equipment, guests are requested to shower before use wherever reasonably practicable. Guests should remove make-up where reasonably practicable before using the hot tub to help protect water quality. Glassware must not be used in or around the hot tub. Guests must not use the hot tub whilst wearing freshly applied fake tan, tanning products, body oils, heavy body lotions or similar products that may stain or contaminate the water or equipment. Nothing may be added to the hot tub water, including but not limited to:

* bubble bath;

* soaps or detergents;

* bath oils;

* bath bombs;

* Epsom salts or spa salts;

* fragrances;

* dyes;

* foam products; or

* any other chemicals or substances.

Where misuse results in staining, contamination, blocked filters, damage or the need for additional cleaning or refilling, we reserve the right to recover our reasonable costs from the Security Deposit.

11.5 Hot Tub Cover

The insulated hot tub cover forms part of the equipment. Guests must not:

* sit or stand on the cover;

* place heavy objects on it;

* drag it across the ground; or

* use it in any way likely to cause damage.

* Use the opening/closing bar to ensure the cover does not go on the floor.

Guests must replace and secure the insulated cover after use to assist with hygiene, energy efficiency and safety.

11.6 Maintenance Access

To maintain water quality and guest safety, we may require access during your stay to carry out routine water testing, chemical balancing or essential maintenance.Where reasonably practicable, this will be carried out with minimal disruption.

11.7 Respect for Others

Guests are asked to be considerate of neighbouring properties when using the hot tub, particularly during quiet hours.

12. Dogs

12.1 Dog Friendly Accommodation

Penbroath Retreats welcomes well-behaved dogs by prior arrangement. Only dogs declared at the time of booking and accepted by us (“Permitted Dogs”) may stay at the Property. No other animals are permitted without our prior written consent.

12.2 Leaving Dogs Unattended

Dogs must not be left unattended in the Property without our prior agreement. Where guests wish to leave a dog alone for a reasonable period, this must be discussed with us in advance. Permission will only be given where we are satisfied that the dog is settled, accustomed to being left alone and unlikely to:

* bark, howl or whine excessively;

* become distressed;

* cause damage;

* disturb neighbouring guests; or

* present a risk to its own welfare.

We reserve the right to withdraw this permission at any time should concerns arise during your stay. If a dog causes persistent nuisance or distress to other guests, we may require it to remain under supervision or, in serious cases, require it to be removed from the Property.

12.3 Guest Responsibilities

Guests are responsible for ensuring that their dogs:

* remain under control at all times;

* do not cause nuisance to other guests;

* do not damage the Property, gardens or furnishings;

* do not enter neighbouring land;

* do not chase or disturb livestock or wildlife.12.4 Inside the Property

To help us maintain the high standards expected by all guests:

* dogs must not be allowed on beds or upholstered furniture;

* muddy paws should be cleaned before entering;

* the dog wash facilities should be used where appropriate;

* dog towels supplied by Penbroath Retreats must only be used for dogs.

* Dogs should not be left wet inside the Property following walks, swimming or use of the dog wash facilities.

12.5 Swimming Pool Building

Dogs are not permitted inside the swimming pool building under any circumstances, except recognised assistance dogs where required by law.

12.6 Dog Waste

Guests must remove and dispose of all dog waste without delay using the appropriate waste facilities provided.

12.7 Damage and Cleaning

Guests remain responsible for all reasonable costs arising from damage or additional cleaning caused by their dogs. This may include:

* excessive pet hair;

* flea treatment where reasonably required;

* staining;

* odour removal;

* damaged furnishings;

* scratched doors or flooring;

* garden damage.

12.8 Undeclared Dogs

Bringing undeclared dogs to the Property without our agreement constitutes a breach of these Terms and may result in:

* additional charges;

* deductions from the Security Deposit;

* refusal of entry; or

* termination of the booking where the breach is serious.

12.9 Assistance Dogs

Nothing within these Terms is intended to restrict the rights of guests accompanied by recognised assistance dogs where protected by law.

13. Electric Vehicles and Battery Charging

13.1 Electric Vehicle Charging

Unless a dedicated charging point has been provided by Penbroath Retreats, electric vehicles must not be charged using domestic sockets or electrical outlets at the Property. Portable charging leads (“granny chargers”) must not be used. Information regarding local public charging facilities is available on request. Guests remain responsible for ensuring that any vehicle charging complies with these Terms. Any damage resulting from unauthorised charging or misuse of electrical equipment may result in reasonable charges being deducted from the Security Deposit.

13.2 Lithium Batteries

For the safety of guests and the Property, electric bicycles, electric scooters, hoverboards and loose lithium-ion batteries must not be charged inside the Property without our prior agreement.

13.3 Electrical Safety

Guests must not interfere with electrical installations or overload sockets. Any fault should be reported immediately. Perfect. I’ll keep going.

14. Internet, Utilities and the Rural Environment

14.1 Internet Access

Complimentary Wi-Fi is provided for the convenience of guests. Whilst we make every reasonable effort to provide a reliable service, we cannot guarantee uninterrupted internet access, minimum connection speeds or compatibility with every device. Temporary interruptions caused by internet service providers, maintenance, weather or circumstances beyond our reasonable control will not automatically entitle guests to compensation or a refund.

14.2 Utilities

Penbroath Retreats is located in a rural area. Occasionally, essential services including electricity, water, heating, broadband or mobile telephone coverage may be interrupted due to circumstances beyond our reasonable control. Where this occurs, we will make every reasonable effort to restore services or work with the relevant utility provider to resolve the issue as quickly as reasonably practicable.

14.3 Rural Location

Penbroath Retreats enjoys a peaceful countryside setting adjoining working farmland. Guests should expect to experience normal aspects of rural life, including:

* agricultural vehicles and machinery;

* livestock;

* wildlife;

* insects and birds;

* seasonal farming activities;

* country lanes; and

* countryside sounds and smells.

These are part of the natural environment and do not constitute defects in the Property.

14.4 Routine Maintenance

To maintain the high standards of Penbroath Retreats, it may occasionally be necessary for ourselves, our Housekeeper, Gardener or authorised contractors to carry out routine work during your stay.

This may include:

* gardening and lawn care;

* swimming pool testing and maintenance;

* hot tub servicing;

* window cleaning;

* safety inspections; or

* essential repairs.

Where reasonably practicable, such work will be carried out with minimal disruption to guests.

15. Damage, Cleaning and Security Deposit

5.1 Caring for the Property

Guests agree to take reasonable care reasonable care of the Property, its contents, furnishings, equipment, gardens and facilities throughout their stay. The Lead Guest remains responsible for any loss or damage caused by any member of the Group or authorised visitors.

15.2 Reporting Damage

Accidents do occasionally happen. We ask that any accidental damage, breakages, faults or maintenance issues are reported to us as soon as reasonably practicable. Prompt reporting often allows us to resolve issues quickly and helps prevent further damage. Failure to report damage which subsequently worsens may result in additional reasonable costs being recovered.

15.3 Fair Wear and Tear

Guests will not be charged for reasonable wear and tear resulting from normal use of the Property. Charges will only be made where damage, loss or cleaning exceeds what would reasonably be expected following normal occupation.

15.4 Additional Cleaning

The Booking Price includes normal cleaning following your departure. However, we may recover the reasonable cost of additional cleaning where the Property has not been left in a condition reasonably expected following normal use.

Examples include, but are not limited to:

* excessive dirt or mud;

* excessive dog hair;

* failure to dispose of rubbish or recycling;

* food left in the fridge or freezer;

* failure to empty the dishwasher;

* smoking or vaping inside the Property;

* fake tan or other staining;

* misuse of the swimming pool or hot tub;

* failure to remove dog waste from the gardens.

15.5 Damage and Replacement

Where items are damaged beyond reasonable wear and tear, we reserve the right to recover the reasonable cost of repair or replacement. Where possible, repairs will be undertaken before replacement.We will always seek to act reasonably and fairly when assessing any deduction.

15.6 Evidence

Where deductions are made from the Security Deposit, we may retain photographs, videos, invoices, quotations or other evidence supporting those deductions.

15.7 Lost Property

Any personal belongings left behind will normally be retained for up to 28 days. If requested, we will make reasonable efforts to return lost property once postage, packaging and any reasonable administration costs have been paid. Perishable items and opened food will be disposed of immediately. We cannot accept responsibility for items left behind after departure.

16. Complaints

16.1 During Your Stay

We want every guest to enjoy their stay at Penbroath Retreats. If something is not as expected, please let us know as soon as reasonably practicable so that we have the opportunity to investigate and, where possible, put things right. We are committed to resolving genuine concerns fairly, promptly and in good faith. Many issues can be resolved quickly if they are reported promptly.

16.2 Reporting Concerns

Any concern relating to your accommodation or facilities should be reported to us during your stay. Please do not wait until after departure if the matter could reasonably have been resolved whilst you were at the Property.

16.3 Opportunity to Resolve

We cannot fairly investigate or resolve concerns that are only raised after departure where this has prevented us from inspecting the issue or taking reasonable steps to remedy it. Nothing in this clause affects your statutory rights.

16.4 Access

Where a maintenance issue is reported, you agree to provide us, our Housekeeper, Gardener or authorised contractors with reasonable access to investigate and carry out any necessary work. Where reasonably practicable, we will arrange access at a mutually convenient time.Excellent. These are the final substantive legal sections. After these, all that’s left is the definitions, signatures (if you want them), and a complete editorial review.

17. Liability

17.1 Our Responsibility

We will exercise reasonable care and skill in providing the Property and the facilities described within your Booking Confirmation. If we fail to comply with these Terms, we shall only be responsible for losses that are a reasonably foreseeable result of that failure.

17.2 Matters Beyond Our Control

We shall not be liable for any failure or delay in performing our obligations where this results from circumstances beyond our reasonable control.

Examples include, but are not limited to:

* severe weather;

* flooding;

* interruption of utilities;

* internet or telecommunications failures;

* road closures;

* acts of third parties; or

* any Event Outside Our Control described in Section 18.

17.3 Personal Property

Vehicles, bicycles, trailers, personal belongings and valuables are brought onto the Property entirely at the owner’s risk. We accept no responsibility for loss, theft or damage unless caused by our negligence or breach of legal duty.

17.4 Guest Safety

Guests are responsible for ensuring that the Property and all facilities are used safely. Parents and guardians remain responsible for supervising children at all times. Guests should familiarise themselves with all safety information provided during their stay.

17.5 Nothing in these TermsNothing in these Terms excludes or limits liability for:

* death or personal injury caused by negligence;

* fraud or fraudulent misrepresentation; or

* any liability that cannot lawfully be excluded or limited.

18. Events Outside Our Control

18.1 Definition

Neither party shall be liable for any failure or delay in performing their obligations where this

results from events beyond their reasonable control.

Examples include:

* severe weather;

* flooding;

* fire;

* pandemic or epidemic;

* government restrictions;

* industrial action;

* failure of utility providers;

* natural disasters;

* terrorism;

* civil unrest; or

* any other event outside the reasonable control of either party.

18.2 Our Response

Where reasonably practicable, we will notify you as soon as possible if such an event affects your booking. Where appropriate, we will discuss the options available, which may include rearranging your stay or, where necessary, cancelling the booking in accordance with Section 6.

19. Privacy

19.1 Personal Information

We collect and process personal information in accordance with applicable the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and any subsequent legislation. Personal information is used only for purposes connected with your booking, legal obligations and the operation of Penbroath Retreats. Further information is contained within our Privacy Policy available on our website.

20. Accessibility

20.1 Choosing the Right Property

Each Property at Penbroath Retreats is different. Before making a booking, guests are responsible for satisfying themselves that the accommodation is suitable for the needs of every member of their Group. Detailed descriptions, photographs and accessibility information are available on our website and we are always happy to answer any questions before a booking is made.

20.2 Individual Requirements

If any member of your Group has specific accessibility, mobility or medical requirements which may affect their stay, we encourage you to discuss these with us before confirming your booking. Whilst we will always do our best to assist, we cannot alter the physical characteristics of the Properties.

21. General Legal Provisions

21.1 Entire Agreement

These Booking Terms & Conditions, together with the Booking Confirmation, Guest Information & House Rules and any policies specifically referred to within them, form the entire agreement between you and Penbroath Retreats.

21.2 No Waiver

If either party chooses not to enforce any provision of these Terms on one occasion, this shall not affect their right to enforce that provision or any other provision on any future occasion.

21.3 Severability

If any provision of these Terms is held to be invalid or unenforceable by a court or competent authority, the remaining provisions shall remain in full force and effect.

21.4 Governing Law

These Terms are governed by the laws of England and Wales.Any dispute arising from these Terms shall be subject to the exclusive jurisdiction of the courts of England and Wales.

22. Additional Conditions Specific to Penbroath Retreats

22.1 Respect for the Property

Penbroath Retreats has been carefully restored and maintained to provide a peaceful, relaxing and enjoyable holiday experience. We ask all guests to treat the Property, its furnishings, gardens and facilities with the same care and respect they would their own home so that future guests may enjoy them to the same high standard.

22.2 Smoking and Vaping

Smoking and vaping are not permitted inside any Property, the swimming pool building or any enclosed communal area. Evidence of smoking or vaping indoors may result in reasonable charges for specialist cleaning, deodorising or damage repair. Guests should dispose of cigarette ends safely and responsibly.

22.3 Naked Flames

For the safety of our guests and the Property, candles, incense, fireworks, sky lanterns, Chinese lanterns and similar naked flames are prohibited unless supplied or authorised by Penbroath Retreats. This restriction does not apply to the wood-burning stoves provided within designated Properties when used in accordance with the instructions provided.

22.4 Rural Setting

Penbroath Retreats is located within the Cornish countryside adjoining working farmland. Guests should expect to encounter normal rural activities including farming operations, livestock, agricultural vehicles, wildlife and seasonal countryside sounds and smells. Guests must not enter neighbouring fields or interfere with livestock, wildlife or agricultural equipment.

22.5 Drones

The use of drones anywhere over Penbroath Retreats or neighbouring land is prohibited without our prior written permission.

22.6 Communication

If you are unsure whether something is permitted, please ask. We are always happy to help and would much rather answer a question beforehand than resolve a misunderstanding afterwards.

22.7 Respect for Our Team

We are committed to providing a friendly, welcoming and professional service. In return, we ask guests to treat ourselves, our Housekeeper, Gardener, contractors and anyone working on behalf of Penbroath Retreats with courtesy and respect. Abusive, threatening, intimidating or discriminatory behaviour will not be tolerated and may result in the booking being terminated where the circumstances reasonably justify such action.

22.8 CCTV

For the safety and security of our guests, staff and Property, CCTV may operate in external communal areas. CCTV does not monitor the interior of any holiday accommodation or private hot tub areas. Images are processed in accordance with our Privacy Policy.

23. Dispute Resolution

23.1 Resolving Concerns

Our aim is to resolve any concerns quickly, fairly and amicably. We encourage guests to raise any issues with us as soon as reasonably practicable during their stay so that, wherever possible, we have the opportunity to investigate and resolve the matter.

23.2 Alternative Dispute Resolution

If we are unable to resolve a complaint directly, both parties may wish to consider an appropriate form of Alternative Dispute Resolution (ADR) before commencing legal proceedings. Nothing in these Terms affects either party’s legal rights to pursue a claim through the courts where appropriate.

Thank You

Thank you for choosing Penbroath Retreats. We hope you have a relaxing, enjoyable and memorable stay in Cornwall. If there is anything we can do to make your stay more comfortable, please let us know. We are always happy to help and want every guest to leave with wonderful memories of their time at Penbroath Retreats.

We look forward to welcoming you again.

© Penbroath Retreats 2026. All rights reserved.

Version: 2026.1

Effective From: 4th August 2026

Review Date: August 2027