Booking Conditions

Reviewed April 2024.


When the following words with capital letters are used in these Terms, this is what they will mean:

Accommodation Price the basic price of accommodation for your Booking, excluding any Extras and Booking Fee.

Admin Fee a fee chargeable in the event of any amendments to bookings made after the Booking Confirmation has been issued.

Agent/Durrants Holiday Cottages/We/Us/Our Durrants Holiday Cottages, is a trading name of George Durrant & Sons, a limited company with a company number 02892242 and registered office address of 34 The Thoroughfare, Harleston, Norfolk, IP20 9AU.

Arrival Date the date and time on which your Booking will begin and the Property will be made available to you. 

Balance Due Date 8 weeks (56 days) before your Arrival Date.

Booking the confirmed reservation of the Property to commence on the Arrival Date and end on the Departure Date.

Booking Confirmation the written acceptance from us of the Booking Request which may include more information such as details around arrival and departure, directions, house rules, EV policy etc.

Booking Deposit 25% of the Accommodation Price, plus Booking Fee required to confirm your Booking Reservation. 

Booking Fee an administration fee for processing the Booking Reservation

Booking Price the total price of the Booking including the Accommodation Price, any Booking Fee and/or any Extras, as confirmed in the Booking Confirmation. 

Booking Request your request to book a Property. 

Cancellation Fee a fee charged in accordance with clause 8.

Contact Details the details found on the Contact Us page of our Website and which will be set out in all communication between us and you when in written form.

Departure Date the date and time on which your Booking will end and you must vacate the Property. 

Electric Vehicle Policy our policy for electric vehicle charging as made available on our Website.

Events Outside of the Parties Control as defined in clause 10. 

Extras any fees in addition to the Accommodation Price and Booking Fee.

Group the named individuals attending the Property subject to these Terms. 

Owner the owner of the Property

Property the property and any included outside spaces belonging to the property provided for holiday letting purposes, details of which have been made available on the Website.

Security Deposit a pre-authorisation taken on a credit or debit card, as specified in the Booking Confirmation taken up to 7 days prior to the Arrival Date and held up to 10 days after the Departure Date in case of damage or additional cleaning as a result of mis-use.   

Terms the terms and conditions on which your Booking is supplied to you (also referred to as Booking Terms), being this agreement and any other documentation referred to in this agreement which constitute our overall contract. 

Website together with other websites which may be used by us from time to time.

You/Your/Lead the individual who makes the Booking Reservation, who must be over the age of 18. 

1.1 When we use the words “writing” or “written” in these Terms, this includes email but does not include facsimile or any messaging service or platform. 

1.2 Unless the context otherwise requires, words in the singular shall include the plural and vice versa. 

1.3 If any of these Terms conflict with any term contained within the Booking Confirmation, these Terms will take priority. 


2.1 Please ensure that you read these Terms carefully, and check that the booking details (including the Arrival Date and time, number of guests etc.) are complete and accurate before confirming your Booking Request. Any amendments required after the Booking Confirmation is issued may incur an Admin Fee of £25.

2.2 It is your sole responsibility to ensure that the Property is suitable for you and your Group’s needs ahead of making your Booking Request. 

2.3 We (Durrants Holiday Cottages) act as an Agent on behalf of the Owner of the Property.  Once the Booking Confirmation is issued, these terms will become binding in a contract between You and the Owner.  The Booking Confirmation is personal to you and shall not be assigned to another party.

2.4 Your Booking is accepted only once we issue a Booking Confirmation.

2.5 The maximum number of people who can stay in the Property under the terms of the Booking will be set out in the description of the Property on our website. You agree not to permit any amount of people in excess of this number to stay at the Property. 

2.6 You agree not to arrive at the Property before the Arrival Date and to depart from the Property no later than the Departure Date. The Property will not be available at any time outside of the times reserved by you and set out in the Booking Confirmation and you may be charged if you do not leave by the agreed time on the agreed Departure Date. 

2.7 We will use all reasonable endeavours to ensure that details of the Property on our Website are accurate. All illustrations, photographs and other imagery displayed are for illustrative purposes only and décor and layout are subject to change. All details are provided in good faith. No warranty or other representation is made as to the quality of the Property by us via the Website or other marketing material. 

2.8 As Lead for the Group, you are liable for the acts and/or omissions of all individuals or animals attending the Property whether permitted by us or not. 

2.9 The Property is provided for holiday letting purposes only for the specified period, as detailed in your Booking Confirmation. For the avoidance of doubt, these Terms do not create a landlord and tenant relationship between you and us and you will not be entitled to any:

     2.9.1 a tenancy;

     2.9.2 the right to sub-let the Property in part or in whole;  

     2.9.3 an assured shorthold or tenancy (AST); or 

     2.9.4 any statutory protection either under the Housing Act 1988 or by way of a statutory security of tenure. 


3.1 Access to the Property is subject to adherence to these Terms and your Booking Confirmation that forms part of these terms.

3.2 Your use and enjoyment of the Property must be solely in accordance with these Terms and any house rules or instructions that are provided within either travel details, signage at the Property or guest information folders. You hereby acknowledge that enjoyment of the Property and grounds is at your own risk. 

3.3 During your Booking at the Property, you shall take proper care of the Property and its contents.  You are responsible for all breakages and/or damage that occurs between your Arrival Date and Departure Date. Please report any breakages or damage immediately. Damage caused or losses suffered shall result in payment being taken against your Security Deposit as outlined in clause 6.3. 

3.4 You shall report to us any damage, loss, defect, or disrepair affecting the Property as soon as it comes to your attention, to allow us to investigate and take steps to rectify where deemed necessary.  

3.5 Internet access is offered on the basis that it is provided for recreational use only. Neither a minimum speed, unrestricted bandwidth nor uninterrupted provision of access is guaranteed, and we will not be liable for any form of compensation or expenses claimed by you in respect of the provision or quality of internet connectivity. 

3.6 Any recommendations for third party services, establishments and amenities made by us are our personal recommendations only and do not guarantee any level of service or quality. 

3.7 We reserve the right to request your immediate departure without refund where you have in our sole discretion acted unreasonably, illegally, immorally or in a manner which may impair the enjoyment, comfort or health of other parties or causes, or is likely to cause, damage to the property. 

3.8 We, or an authorised representative or agent acting on our behalf (including but not limited to tradespeople), reserve the right to enter the Property at any time for the purpose of inspection or to carry out any maintenance or repair deemed necessary to the Property or its contents. 

3.9 All belongings and vehicles are left at the Property at your own risk. Please ensure all of your belongings are removed by the Departure Date as the return of any of your lost property cannot be guaranteed and will incur charges to post to you. 

3.10 Unless otherwise stated in the property listing on our Website, there is no electric vehicle (EV) charging facility at the Property. EV charging using a portable domestic charger (also known as a ‘granny charger’ or a ‘trickle charger’) from a socket anywhere at the property is not permitted.  Please refer to our Electric Vehicle Charging Policy.

3.11 Third party providers (e.g. caterers, private chefs, entertainers etc.) are not permitted at the Property without our prior written permission. 


4.1 Only permitted dogs or registered assistance dogs shall stay in the property. An Extra fee of £25 is payable per dog and must be paid before the Arrival Date.

4.2 The property listings on our Website show how many dogs are permitted at the Property.  If you wish to bring more dogs than is stated, or if you wish to bring any animal other than a dog, permission from the Owner must be obtained.  An appropriate Extra fee and/or increased Security Deposit may apply.

4.3 Where pets that are not permitted but have been brought with you for the Booking and where the appropriate pet fee has not been paid, we reserve the right to request immediate departure. 

4.4 When bringing dogs, guests are expected to respect the Property by following these rules. Failure to do so may result in payment being taken against your Security Deposit, as outlined in clause 6.3

     4.4.1 Please ensure that the dog is free from parasites and fleas prior to arrival.

     4.4.2 Dogs must be kept under control at all times.

     4.4.3 Please bring the dog’s bedding and towels.

     4.4.4 Do not leave dog/s unattended at the property at any time.

     4.4.5 Do not allow dogs on the furniture or in bedrooms.

     4.4.6 Fouling must be cleared up without delay.

     4.4.7 During the stay, please ensure that the dog is as clean as possible prior to entering the property e.g after visits to the beach.

4.5 We reserve the right to refuse admission or request immediate departure from the Property to anyone who their animal is considered to be, in our sole discretion, a nuisance or danger to others. No refund will be due.

4.6 We are not liable for any allergies that are affected because of pets present in a previous occupancy. 


5.1 The Booking Price is the total of the Accommodation Price, any Booking Fee and/or any Extras and will be based on your Booking Request and confirmed in your Booking Confirmation. 

5.2 When confirming your Booking Request more than 56 days before the Arrival Date, a Booking Deposit of 25% of the Accommodation Price, plus the non-refundable Booking Fee will be payable.  The remaining balance must be paid on the Balance Due Date, as shown on your Booking Confirmation, typically 56 days before the Arrival Date.

     5.2.1 In the event that a promotional offer is used to pay a deposit less than the typical 25% of the Booking Price, an additional interim part-payment may be required before the Balance Due Date.  This will be subject to the terms and conditions of the promotional offer used.

5.3 Where your Booking Request is made with less than 56 days until your Arrival Date, the full Booking Price is payable to confirm the booking. 

5.4 No entry to the Property will be permitted where payment of the full Booking Price has not been made.  

5.5 Where a booking has been made via an Online Travel Agency (OTA) and not directly through Durrants Holiday Cottages, the payment terms of the OTA will apply.


6.1 A Security Deposit will be required as specified in the Booking Confirmation. The amount of such Security Deposit shall be pre-authorised on your credit or debit card (typically the card on which the balance was paid), not more than 7 days prior to the Arrival Date and will be cancelled approximately 10 working days after the Departure Date, subject to clause 6.2 and 6.3 below.

6.2 The pre-authorisation on your credit/debit card will be cancelled within 10 working days of your Departure Date unless We receive a report from the housekeeper that breakages and/or damage has occurred or that additional cleaning is required. 

6.3 If damage or breakages have occurred at the Property, or extensive cleaning has been required, we will notify you and take payment against the credit or debit card which you have provided for the pre-authorised amount of the security deposit outlined in your Booking Confirmation. Where the value of any loss/damage exceeds the Security Deposit, you shall be liable for the full amount. 


7.1 No party can exclude or limit in any way their liability where it is illegal to do so, and this contract does not seek to exclude or limit liability which cannot be excluded or limited by law. 

7.2 If the Owner or We, fails to comply with these Terms, the Owner/We are responsible for loss or damage you suffer that is a foreseeable result of the breach of these Terms or our/the owner’s negligence. The Owner/We are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if they were an obvious consequence of the breach or if it had been brought to our attention by you before the loss or damage occurred. For the avoidance of doubt, The Owner/We are not responsible for any transport and/or alternative accommodation costs.

7.3 The Property is made available for domestic and private use only. You agree not to use the Property for any commercial, business or re-sale purpose, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

7.4 We do not have any responsibility for disruption caused by building work taking place outside the boundary of the Property.  If we have been informed about such work in advance, we will notify you as soon as possible.


8.1 You should take out an appropriate travel insurance policy before confirming your Booking.

8.2 You may cancel a Booking before the Arrival Date by contacting us in writing using the Contact Details on our Website. A Cancellation Fee of £45 will be charged if you cancel your booking. 

Number of days before Arrival Date that notification of cancellation is received Percentage of Booking Price payable by you
Up to 28 days (4 weeks) 100%
29 – 56 days (4-8 weeks) 75%
57 days or more (8 weeks +) 25%

8.4 We will confirm your cancellation with you in writing and notify you of any payment or refund due to you at that time.

8.5 If you cancel your Booking, we will try and re–let the Property. If we are successful in re-letting the Property, we may refund money paid less our Cancellation Fee and subject to any difference in price between the Booking Price and the re-let price.  

8.6 Please note that if you need to cancel because you are ill, including where you are showing symptoms of illness (for the avoidance of doubt this includes Covid19 and/or self-isolating due to any other contagious condition), this will be treated as a cancellation by you.

8.7 If you depart voluntarily from the Property before the Departure Date, no refund shall be given. Similarly, if you fail to show for your Booking this will be regarded as a cancellation on the arrival date and will not be refundable. For example: self-isolation or quarantine, performing statutory duties or mandatory obligations (such as jury duty, military service, incarceration), changes in personal or work circumstances, family emergencies, travel delays, vehicle breakdown, and delays with public transport will all be treated as cancellation by you in accordance with this clause.

8.8 In the event of cancellation of a booking made via an Online Travel Agency and not directly through Durrants Holiday Cottages, the cancellation terms of the OTA will apply. 


9.1 We, on behalf of the owner may have to cancel a Booking before the Arrival Date of your Booking due to an Event Outside of the Parties Control. We will promptly contact you if this happens. 

9.2 If we have to cancel a Booking under clause 9.1 and you have made any payment in advance for your Booking that have not been provided to you, we will refund these amounts to you in full.

9.3 We may cancel your Booking at any time with immediate effect by giving you written notice if you:

     9.3.1 do not pay us when you are supposed to; or

     9.3.2 breach the contract in any other material way, including but not limited to any of the terms of clause 3.3 

We shall not be liable for any refund if we cancel the contract under 9.3.2. 


10.1 Neither party shall be in breach of this agreement nor liable for delay in performing, or failure to perform, any of its obligations under this agreement if such delay or failure result from events, circumstances or causes beyond its reasonable control. 

10.2 An Event Outside our Control includes, but is not limited to: strike, civil unrest, civil emergencies, government prohibition or restriction on all or part of the economy or trade including local lockdowns, pandemic, epidemic, environmental disaster, domestic appliance failure, temporary invasion of pests or utilities failure or interruption. An Event Outside our Control also includes extreme weather (including but not limited to snow and ice, high winds and flooding).

10.3 In the event of a pandemic, epidemic or restriction of the movement of peoples as dictated by the government or public authority, we reserve the right to issue specific terms at such a time via the Website and will communicate this to you via the contact details provided us. 

10.4 Should an Event Outside our Control occur which means the Property cannot be provided to you, we will let you know as soon as possible so a refund can be arranged for you. 


We will use the personal information you provide to us in accordance with our Privacy Policy 


11.1 We may revise these Terms from time to time.

11.2 If we have to revise these Terms under clause 11.1, we will give you at least fourteen (14) days written notice of any changes to these Terms before they take effect, or as much notice as possible where your Arrival Date is less than fourteen (14) days before the date of the change. 

11.3 If you wish to change the dates of your Booking or amend your Booking in any way, please contact us via our Contact Details. We cannot guarantee that your requests will be accommodated and reserve the right to charge for any differences in price. 


12.1 We may transfer our rights and obligations under these Terms to another individual or legal entity, but this will not affect your rights or our obligations under these Terms.

12.2 Except for you and us, no other person shall have any rights to enforce any of these Terms.

12.3 Each of the paragraphs of these Terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

12.4 If you fail to perform your obligations under these Terms and we do not enforce our rights against you, this does not mean we have waived our rights against you. If we choose to waive any of our rights under these Terms you will be informed in writing. 

12.5 These Terms are governed by the law of England and Wales. All parties agree to submit to the non-exclusive jurisdiction of the English courts. However, if you are a resident of Northern Ireland you may also bring proceedings in Northern Ireland, and if you are a resident of Scotland, you may also bring proceedings in Scotland.

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