Holiday Terms and Conditions
Please read this prior to your arrival at Waldegraves Family Holiday Park. Please also make sure that anyone connected with your booking is aware of these Terms & Conditions.
1. AGREEMENT, DEPOSIT & PAYMENTS
1.1. These Terms & Conditions will become binding between you and us when your booking is confirmed. The person making the booking accepts the contract on behalf of all members of your party and is responsible for making sure they accept the contract. We cannot accept bookings from anyone under the age of 18.
1.2. You are reminded that breach of these terms is a breach of your contract and could result in termination of your booking.
1.3. Always check your booking confirmation. Subject to clause 11.5 and pursuant to clause 11.8, we are unable to accept responsibility for any misunderstandings or errors which arise in connection to your booking.
1.4. When you book your holiday you will need to pay a deposit. The full balance of your holiday will then be due 10 weeks prior to your holiday start date. If you do not make a payment by this date then we will assume that your holiday has been cancelled and we may re-sell the holiday to another customer.
1.5. In the event that you book a holiday with us less than 10 weeks before the holiday start date, then you will be required to pay the balance to us in full.
1.6. We reserve the right to alter or amend our published price, as long as you are notified before booking. The price of the accommodation will be set out at the time we confirm your booking and this will not change unless you make any amendments to your holiday or tax rates change. All discounts and special offers are subject to availability and their own terms & conditions and may be withdrawn at any time. All discounts and special offers must be disclosed to us at the point of booking. Discounts and special offers cannot be added to your booking after your booking has been made.
1.7. You may cancel your booking at any time. If you need to cancel your booking, please contact us as soon as possible. Subject to clause 11.5, we will retain any payments you have made to us until we establish whether or not it is possible to rebook your accommodation / pitch. If it is not possible to do so, or it is only possible for us to do so at a reduced fee, then we will retain all or part of your payment to compensate us for our loss and we may ask for further payment to cover any balance.
1.8. If we exercise our right to terminate your booking in accordance with clause 1.2, then you will only be entitled to a refund in accordance with clause 1.7 of this agreement i.e. to the extent we are able to rebook your accommodation / pitch.
1.9. Transfers of holiday bookings are only made at the discretion of the management and, if feasible, will incur a £15 administration charge. No transfers will be made to any booking within 14 days of the arrival. You may wish to consider purchasing travel insurance.
2. YOUR BOOKING
2.1. There may be restrictions for some parties or under 21’s looking to book in groups of over 4 people. If you haven’t made a group booking and arrive in a group, we may cancel your booking and you will only be entitled to a refund in accordance with clause 1.7. This is due to the family nature of our Park, we do not promote hen/stag parties at the Park and we usually turn down non-family bookings from people under the age of 21. There may be additional restrictions on group bookings, depending on the time of year, so please ensure you call our bookings team to ask about these prior to making a reservation.
2.2. All group bookings requiring 3 or more holiday homes/pitches must be made through our Bookings Team. If this is not done then we may cancel your booking and you will only be entitled to a refund in accordance with clause 1.7. We may only accept group bookings if you tell us about them and give us the names and addresses of everyone in your group before you book. The lead booker for a group is responsible for the conduct of the other members of the group and for ensuring they comply with these terms and conditions. We may require the lead booker to provide a deposit as security in the event of any damage by any member of the group.The total number in your party (including children and babies) must not exceed the maximum capacity of the holiday home or pitch advertised in the brochure or online.
2.3. Very occasionally, in exceptional circumstances, we may have to cancel your booking in advance of your stay. If we do so, we will tell you as soon as possible. Subject to clauses 11.6 and 11.7, we may issue you with a full refund, offer you alternative arrangements or offer you another holiday with us at the brochure price. You will be able to choose any one of the offers we make to you.
2.4. We will always try our best to allocate you a pitch in your preferred area, however we cannot guarantee availability or that you will not be moved due to unforeseen circumstances. Please note, pitches are randomly allocated for online bookings.
3. CHECKING IN AND OUT
3.1. A refundable deposit of £10 is payable on arrival for a barrier card for each touring pitch and holiday home.
3.2. Late arrivals must check in at the Granary Restaurant when Reception is closed. Arrivals after 11pm are asked to park in the Car Park until Reception opens at 9am.
3.3. Don’t forget to check the tide times for getting on and off the island before coming to Mersea. When there are very high tides The Strood can be flooded for up to an hour or more. We always advise that if the tide is 5.00 metres and above it will more than likely cover the Strood. In this case we would recommend allowing up to an hour and a half either side of the tide to get on or off the island safely. Don’t take chances trying to cross it under these conditions.
3.4. Gold grade holiday homes can be occupied from 4pm on the day of arrival and must be vacated before 10am on the day of departure unless alternative arrangements are made with Reception, subject to availability and an additional charge when available. Platinum grade holiday homes benefit from an earlier check-in time at 3pm and must be vacated before 10am on the day of departure.
3.5. Pre-authorisation of a credit or debit card (or cash deposit) will be required at check in for the static holiday home hire, £50 per hirevan. A pre-authorisation is a temporary hold of a specific amount of the available balance on a credit or debit card, it guarantees that the funds are available to pay for any charges. The pre-authorisation fund is not held by the Park, it is held by the customer’s own issuing bank. Pre-authorisation should be released by the customer’s issuing bank automatically, if not the customer will need to contact their own issuing bank.
3.6. At the end of your holiday please ensure that the accommodation and pitch is left in a clean and tidy condition. This includes, but is not limited to, removing all the rubbish from the property, emptying the fridge and cleaning all the kitchen equipment. Subject to clauses 11.5 and 11.7, you are also responsible for any damage to your holiday home which has occurred during your stay.
3.7. If the accommodation, upon inspection, is found to be left in an untidy condition or it is damaged then we will notify you in writing and we may recover from you any charges we incur in respect of necessary cleaning, tidying or repair works required. This may be by either deducting sums from your deposit or directly invoicing you for these sums. Our charges will be reasonable and based on the time spent and the work done and shall not exceed those of a written quotation for having the work carried out by an appropriately competent and suitably qualified and experienced independent contractor(s).
4. HOLIDAY HOMES FOR HIRE
4.1. All bed linen is provided in our accommodation. Platinum grade packages include a bale of towels, a bottle of fizz and the beds will be made up for your arrival. By prior arrangement travel cots can be hired at £10 each per stay. You will however need to bring your own cot linen. For the same charge per item you may also hire from us highchairs, irons, hairdryers and clothes airers. Please note that all of these items are subject to availability. To avoid disappointment we recommend that you call in advance of your stay to make a reservation.
4.2. Subject to clause 10, we are only able to accept dogs in our dog friendly holiday homes. If you bring a pet into accommodation which is not pet friendly – with the exception of clause 10.3 – then you will be required to pay an additional fee of £100 for the deep cleaning of the accommodation. If any member of your party suffers from an allergy, we would strongly recommend that you do not book accommodation which accepts pets.
4.3. All of our accommodation is non-smoking. If you smoke in the accommodation you will be required to pay an additional fee of £100 for the deep cleaning of the accommodation.
4.4. Please be aware that some of our hirefleet are within close vicinity to the clubhouse. During peak season, there is live entertainment every evening until 11pm.
5. CAMPING & TOURING
5.1. Unless you enter into prior arrangements with us or there are exceptional circumstances, all touring pitches may only be occupied from 3pm on the day of arrival. Similarly you must vacate your accommodation by no later than 1pm on your day of departure.
5.2. Pitches cannot be booked for the sole use of a gazebo. Management reserves the right to remove or re-book a pitch found to have been booked for this sole purpose.
5.3. The price of a touring or camping pitch includes 4 people, one car, one unit (tent, caravan or motorhome), an awning and one extra pup tent (A pup tent is a special tent that sleeps two children under 12 years old. A small tent is not allowed on the pitch, you must book a separate pitch). You may have a maximum of 6 people on your pitch at an additional charge per person. Bookings of 7 or more people will require you to book an additional pitch. All children over 12 months old are chargeable. The number of people on your pitch includes any people sleeping in an awning or pup tent. IF YOU HAVE ANY EXTRA PEOPLE, CARS, DOGS, BOATS/JET SKIS OR A GAZEBO, YOU WILL BE CHARGED FOR THEM AS EXTRAS. You can find the price list on our website or in our Price Guide booklet. All extras must be paid for before putting them onto your pitch. Inspections will be made by our Park Warden to ensure all extras are paid for.
5.4. Windbreaks must be within your boundary. Only environmentally friendly, breathable ground sheets may be used under awnings.
5.5. Only the hook window and rotary line clothes airers may be used. Laundry also provide rotary airers. String lines are prohibited. We ask that you don’t leave your rotary airer up when not in use.
5.6. It is your responsibility to ensure that your tourer holds a valid insurance policy whilst it is on your pitch.
5.7. If you find any tree or hedge a nuisance or unsatisfactory you should take the matter up with us; do not deal with it yourself. You must not dig any holes at the Park.
5.8. All belongings and rubbish must be removed on departure. If the pitch, upon inspection, is found to be left in an untidy condition or it is damaged then we will notify you in writing and we may recover from you any charges we incur in respect of necessary cleaning, tidying or repair works required. Please do not leave anything in the wooded areas.
6. VEHICLES & DRIVING
6.1. No more than 2 cars are permitted on a single pitch at any one time. Bringing a second car onto the pitch will incur a fee of £15 per stay for touring/camping bookings and £15 if you are staying in our static holiday homes. All cars which are parked on a pitch must comply with the spacing requirements set out in our site licence. A copy of our site licence is available in Reception. Please display the vehicle pass in the windscreen of the vehicle so the Park Warden can clearly see it. All other cars, or any cars which do not comply with the spacing requirements set out in our site licence, must be parked in the Car Park and a £5 day pass from Reception is required.
6.2. You must have insurance for all vehicles, accessories and items towed by vehicles (such as boats and jet skis) you use on the Park as if for use on the public road.
6.3. Quad bikes, motorbikes, petrol/electric scooters or any similar vehicles are not permitted on the Park.
6.4. You must not wash cars/caravans with a hosepipe or jet wash.
6.5. Other than for delivering goods and services, we do not allow parking of commercial vehicles of any sort on the Park. This includes, and is not limited to, transit style vans, flatbed trucks and sign written vehicles. This will be strictly monitored by our Park Warden throughout the season.
6.6. For everyone’s safety, a 10mph speed limit is in force which must be observed at all times and cyclists should keep to the roadways. All UK driving laws apply to our Park and we co-operate with local authorities. No learner drivers or underage drivers are allowed. You must hold a full current driving licence to drive any vehicle on the Park. Please leave your vehicle on your pitch and walk to the facilities to reduce the traffic flow on the Park.
7. PARK FACILITIES & RECREATION
7.1. You will only be admitted into our heated outdoor swimming pool area on production of your booking confirmation or an alternative pass issued in Reception. The pool will be open from May Day Bank Holiday weekend until early September, weather permitting. You must follow the procedure for use of the swimming pool and all the swimming pool rules. These are clearly displayed at the entrance to the Pool. Alternatively you may view a copy of the swimming pool rules on request at the Park Reception.
7.2. Some facilities operate limited opening hours outside peak times. The kids club runs throughout school holidays and operates a limited entertainment schedule during the off peak season.
7.3. Fishing tickets may be purchased from Reception, The Wheatgrain Supermarket or the Bailiff (cash only), who is based at the lakes. You must be able to provide a valid rod licence for all rod users. For fishing Rules & Regulations, please ask Reception for a copy.
7.4. Ball games may only be played in the children’s play area or open fields. All play areas are open between 9am and 9pm each day. A responsible adult must accompany children under 5 years of age to all facilities.
7.5. All children in the clubhouse must be kept away from the bar and accompanied by a responsible adult at all times. Parents will be held responsible for any children found wilfully damaging equipment or any other part of the Park.
7.6. We regret we are unable to offer any child care facilities. Whilst we are happy to provide children’s activities, including kid’s clubs, they are not child care facilities. Please note that at all times the safety of children is the responsibility of the parent or guardian. The parent or guardian will be held accountable for the actions of any minor(s) in their control.
7.7. Whilst every effort is made to provide all facilities as advertised, we regret that we are unable to accept liability for any lack of facility due to technical breakdown or circumstances beyond our control unless caused by our own action or omission as set out in clause 11.5. The Wheatsheaf and the Granary Restaurant are available for private hire whenever we choose to do so. In the event of a venue being unavailable, we will try to arrange for an alternative venue to be provided but we cannot guarantee this.
7.8. Guests with disabilities are welcome. We offer specific accommodation suitable for holidaymakers with wheelchairs or mobility difficulties. However certain accommodation and locations may not be suitable. If you or someone in your party has any medical conditions or disabilities which you wish us to be aware of, please inform us at the time of your booking so we can try to ensure the accommodation is suitable for you. If we are unaware, we can’t be responsible if the accommodation or position on the Park is not suitable. If you do have special requirements, please do let us know, preferably in writing or via email. We will try to accommodate for you as best as we can, but we cannot guarantee availability.
8.1. Please respect your neighbours at all times of the day and night. There must be strictly no noise after midnight anywhere on the Park, remember that awnings are not soundproof. Television, radios or portable speakers must not be audible outside your pitch. We politely ask to start extinguishing fire pits from 11pm, no fires after midnight.
8.2. You must not use a drone, powered model aircraft or any other powered flying object on the Park, unless authorised.
8.3. The possession or use of drugs, firearms, guns, pistols, catapults or any similar weapons are strictly forbidden.
8.4. You may only consume alcoholic drinks within the boundaries of your pitch or on the Park’s licensed premises. In accordance with licensing laws, we can only sell alcohol to persons aged 18 or over. We may require you to show proof of age using an approved form of identiﬁcation.
8.5. Every endeavour should be made to respect the privacy of others on the Park. Please use the roads and paths to gain access to other areas of the Park. Footpaths to the beach are clearly marked. Please do not use the private area between owners’ holiday homes as walkways.
8.6. If we deem that your behaviour amounts to a serious breach of our behaviour standards under clause 8 of this agreement, then we may at our reasonable discretion ask you to leave the site. Please note, our Body Worn Cameras may be used by our Security Staff when they believe there is potential for aggression and will be used in accordance with The Surveillance Camera Code of Practice.
8.7. If you are in breach of the behavioural standards under this clause but we deem that your behaviour is capable of being remedied then we may give you a warning to remedy this with immediate effect. If you do not do so then again we may at our reasonable discretion ask you to leave the site.
9. VISITORS TO THE PITCH
9.1. You may have a maximum of 6 people on your pitch and 8 people in the hirefleet. No large party gatherings unless authorised by the office.
9.2. All accommodation on Park are to be used only for holiday and recreational purposes.
9.3. It is your responsibility to ensure that your visitors adhere to these Terms & Conditions and the Park Rules.
9.4. It is requested that all family and friends visiting for the day leave their vehicle in the car park. A visitor day pass can be purchased at Reception for £5 and will need to be displayed clearly on your dashboard. All payable facilities are charged as an extra. Visitors are welcome to visit the Park between the hours of 9am and 10pm.
10.1. All dog owners must keep their dogs on a lead at all times and kept from entering prohibited areas (restaurant, shop, clubhouse, swimming pool, toilets, showers, laundry). Dog bins are provided around the Park for disposal of fouling and free doggy bags are available from Reception and the Laundry. Dogs from the Dangerous Dogs Act 1991 are not allowed.
10.2. A maximum of 4 dogs per accommodation/pitch are allowed. If we deem that your pet is causing a nuisance – either in contradiction of clause 10.1 or in a manner that breaches the park’s behavioural standards under clause 8 of this agreement – then we may request that you remove the pet from the Park immediately.
10.3. Nothing in these Park Rules prevents you from bringing an assistance dog to the Park if this is required to support your disability and Assistance Dogs UK or any successor body has issued you with an appropriate evidence.
11. GENERAL CONDITIONS
11.1. With the exception of the obligations set out under clause 11.5, the owners, employees, and agents accept no responsibility or liability for death or personal injury to persons or damage to, or loss of property at the Park. We do list some local attractions which are not on the Park but we do not operate these and do not act as an agent for these, and so we are not liable for any damage or loss you may suffer when buying tickets or visiting the attraction.
11.2. Under Data Protection Law we need to inform you that Waldegraves is a Police Accredited Holiday Park, this means we work closely with and share information with Essex Police. You must not permit anyone who is subject to the notification requirements of the Sexual Offences act 2003 to visit the Park. We now operate linked ANPR (Automatic Number Plate Recognition) cameras as well as CCTV coverage on our Park. The information you give us in connection with your booking is held by Waldegraves in accordance with the current data protection act.
11.3. Subject to clause 11.5, we cannot accept any liability in relation to any shortcomings or claim of whatever nature if you fail to notify us of any complaint during your holiday allowing us the opportunity to resolve any issues to your satisfaction whilst you are with us. Our liability to you is limited to the cost of your holiday. Your statutory rights are not affected by anything in these terms and conditions.
11.4. Subject to 11.5, we cannot accept liability for any loss or damage suffered by you or any member of your party whilst on Park. You are responsible for your personal possessions on Park or in your holiday home. If you leave any personal possessions behind at the end of your holiday we will try to return them but we are not responsible for anything that is left. Lost property will be kept for a maximum of one month and after that time, will be sold (or disposed of) in accordance with the Torts (Interference with Goods) Act 1977.
11.5. No clause in this contract shall limit our liability for damage or loss caused by our negligence.
11.6. We shall not be liable to you for any Force Majeure Event. For every day on which a Force Majeure Event means that you are unable to stay with us, we may choose to either give you a pro rata refund or allow you to book another day’s holiday with us without charge.
11.7. A Force Majeure Event means any circumstance affecting our business which is not within our reasonable control including, without limitation:
(a) acts of God, flood, drought, earthquake or other natural disaster;
(b) collapse of buildings, fire, explosion or accident;
(c) non-performance by suppliers or subcontractors;
(d) interruption or failure of utility service.
11.8. We have taken care to make sure the details in the print or online are correct at the time of being published. However, we cannot accept responsibility for any errors or the results of these.
12. FIRE PRECAUTIONS, SAFETY & SECURITY
12.1. Caravan owners are responsible for the removal of electric hook up leads when the caravan is not in use and making sure that caravans and appliances meet current safety regulations. Only 1 electric hook up outlet to be plugged ¡n at any one time. Electric cars cannot be charged on site. The use of generators are prohibited. The electric on your pitch has a maximum output of 6 amps. If the electric you are using exceeds 6 amps it will trip out.
12.2. You may not use fire hose for any improper purpose such as washing cars or boats.
12.3. The area underneath the caravans must not be used for the storage of any items. This is because this will create a fire hazard.
12.4. You must ensure that all occupants of your accommodation/pitch are familiar with the location of the Fire Points and the contents of the Fire Notices displayed at each point.
12.5. You agree to allow us access to the Caravan without prior notice to you if we have an immediate concern for the health and safety of any person in the Caravan, to carry out urgent repairs or preventative work, or to check and secure the Caravan if it appears to be insecure.
12.6. “Essential repair or emergency works” mean those works arising from:
12.6.1. An immediate concern we might have for the health and safety of any person in the Caravan;
12.6.2. An immediate concern we might have for the health and safety of any other person on the Park.
12.7. Open fires are not allowed, however, barbeques and fire pits are allowed when lifted from the ground so that the grass is not damaged. We politely ask to start extinguishing fire pits from 11pm, no fires after midnight. Please dispose of cold barbecue waste in the appropriate bins around the Park.
12.8. It is against the law to smoke in buildings open to the public, including our on-site restaurant, bar, swimming pool and leisure facilities. You are not permitted to bring your own alcoholic drinks or use E-cigarettes in our facilities.
12.9. You should obey all health and safety notices displayed on the Park and act on the reasonable instructions of our staff in matters of health and safety.
12.10. You are solely responsible for securing your accommodation/pitch. You should ensure that windows are securely fastened and doors are locked when leaving your accommodation.
12.11. In the unlikely event of the security barrier not working or any other emergency situation, please contact Reception or our out of office hours emergency telephone 07784394928 / 01206 381195.
12.12. Our Park is in rural location so there may be areas of uneven ground, unmade paths and limited lighting. Please take special care to avoid accidents. Our Park has a pond, lakes and beach access so please make sure you know about these features and supervise children appropriately.
12.13. You must hold a valid insurance and a permit from Reception to launch from our slipway. All watercrafts must stay left of the slipway, bathers to the right. Watercrafts must not be left outside your pitch when you are not present at the Park, please use our storage compound, a form will need to be completed at Reception, with a copy of your insurance. All Watercrafts are to be cleaned where there are proper facilities to do so. Additional charges apply for storage and boat launch, you can find the price list on our website, in our Price Guide booklet or in Reception.
13. REFUSE & RECYCLING
13.1. Please put all rubbish in the refuse bays located around the Park in the allocated bins, please recycle as much as possible in the correct bins provided. Please ensure that only garden waste is put in the designated area, if in doubt, then you must dispose of refuse away from the Park. No fridges, freezers or mattresses are to be disposed of on the Park.
13.2. Waste disposal points are provided for normal household waste and recycling. All chemical waste from caravan toilets must be disposed of in the Elsan points provided. All grey waste must be disposed of into marked drainage points only, and must not be discharged into the ground.
13.3. You must not introduce any foreign items into the drainage system including cleaning cloths, nappies, sanitary items, condoms, wet wipes, cat litter, cooking fat, engine oil, grease or paint.
Waldegraves Farm Ltd, t/a Waldegraves Holiday & Leisure Park
Registered Office: Waldegraves Lane, West Mersea, Colchester, Essex CO5 8SE
Registered in England No: 04157107
Waldegraves Farm Ltd is authorised and regulated by the Financial Conduct Authority
The Financial Ombudsman Service (FOS) is an agency for arbitrating on unresolved complaints between regulated firms and their clients. Full details of the FOS can be found on its website at www.financial-ombudsman.org.uk