The Heart of the Country at its Best
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Terms & Conditions

Terms & Conditions

THE TERMS AND CONDITIONS SET OUT BELOW APPLY TO ALL MEMBERS OF THE PARTY ON WHOSE BEHALF THE BOOKING IS MADE AND GOVERN YOUR CONTRACT WITH WILLIAMS LEISURE GROUP. We reserve the right to amend these terms and conditions at any time. We reserve the right, at our discretion, to change, modify, add, or remove portions of these terms at any time. Please check these terms periodically for changes. 

  1. Booking

A booking is accepted when you receive an e-mail or sent confirmation from Williams Leisure Group. If the details are incorrect or if you do not receive confirmation within 7 days please contact the park concerned. A booking does not exist until you receive the Booking Confirmation. So please check all details are correct as soon as you receive this, and please let us know if any of the details of your booking change after you’ve booked so we can update your details. Bookings are not transferable.

The person on the booking confirmation should be present when checking in to our parks. The park must also be notified of the total number of your party coming with you (including children, babies, and animals). This total number must not be more than the capacity of your holiday home/ mobile unit. In most cases, this will be six maximum. If you do go over the maximum number, we will, unfortunately, have to turn away any extra people at check-in.

  1. Promotions / Offers / Competitions
  • the prize/ voucher cannot be exchanged for cash
  • the prize/ voucher can only be redeemed once
  • the prize/ voucher can only be redeemed with the park in name
  • the prize/ voucher is valid for one party only who must abide by our terms and conditions
  • the prize/ voucher is subject to availability

Other Discount Offers

  • Only valid for stays before the offer ends- excluding all Bank Holidays.
  • A valid voucher code must be quoted at time of the original booking to qualify.
  • Please note, promotion codes can only be used once per transaction/ stay and cannot be used in conjunction with any other promotion or offer.
  • A voucher may not be transferred to another customer.
  • The discount is valid for the cost of the original stay and excludes any purchases from the shop.
  • Williams Leisure Group reserves the right to change our offering at any time, to add to it, to shorten it or to remove it completely.

Gift Vouchers

  • A valid gift voucher code must be presented at the time of booking to qualify.
  • Original voucher must be presented on check-in.
  • All costs including pitch fees and any extras such as dogs, children and awnings are covered. This will also cover you and all of your party (maximum of 6 people).
  • Voucher must be redeemed within12 months of date of issue.
  • Voucher can only be used once per transaction/ stay and cannot be used in conjunction with any other promotion or offer. 
  • Voucher cannot be exchanged for cash.
  • The voucher is redeemable in its entirety only and may not be redeemed incrementally.
  • Voucher is subject to availability.
  1. Park Rules

Williams Leisure Group aims to provide a relaxed holiday environment and we make few rules as possible. Those that exist are for the benefit of all our guests and therefore, we ask you to abide by them. Williams Leisure Group reserves the right to refuse acceptance or to terminate the visit of any persons whose conduct is detrimental to the holiday parks or the comfort of other visitors. No refunds shall be made.

We want our parks to be enjoyable for all of our guests so regret that in some circumstances, we may turn down bookings. If you or any of your group come to the park and are antisocial or badly behaved, we will have to ask you to leave the park immediately with no refunds.

We want to give you and everyone else in the park a great holiday. If you are travelling as part of a group and you’re using more than one pitch, please can you mention this when booking or pre-warn the park so we can try to keep everyone happy. If you arrive in a group and haven’t made a booking, we may be unable to book you in.

We’ve designed our parks with couples and families in mind. So we usually turn down non-family bookings from people under the age of 21, and we don’t allow hen or stag parties.

  1. Children

We will do everything we can to keep you and your children safe at our parks. When your children are at our parks, they remain your responsibility at all times.

  1. Pets

All of our parks are dog-friendly, however, please be aware that other guests may not be ‘dog lovers’. Please keep your dog on a lead and make sure a responsible adult is looking after it, including cleaning any mess made by the dog. We allow a maximum of 2 dogs per pitch.

  1. Vehicles

In nearly all circumstances, you will have your own parking space next to your holiday home or pitch. If you’re planning to bring something that’s not a car with you (a lorry, van, motorbike, jet skis or boat, for example), please check with the park before you book. Some parks don’t have space and some can’t accept noisy vehicles. Any customers with vehicles that are sign written will be asked to park them in the main carpark.

  1. Touring

Our pitches come in all different shapes and sizes, therefore, we need to know the size of your accommodation at the time of booking to ensure your allocated pitch is suitable. Please inform us of the measurements of your tourer, motorhome, campervan, and awning. A 25-metre cable is required for electric pitches.

You can only bring one tourer, motorhome, tent or trailer tent onto each pitch. If yours is on the large side, we do have larger pitches, especially for large RVs. Please let us know when you book.

  1. Special Requests

Please let us know if you have any special requirements when making your booking and we will do our best to accommodate your needs.

Please let us know when you book if you’ll be celebrating something special while you’re with us, and especially if you’re planning to have a party. We want to make sure your plans will fit in with the environment of your park, so we need to approve this before taking your booking.

Every effort will be made to allocate touring pitches as requested and we’ll always do our best to give you exactly what you’ve booked and try and cater for your needs, however, this cannot be guaranteed.

  1. Payment

You’ll find up-to-date prices on our website, although we can only confirm the exact price when you book. All payments taken are non-refundable. The prices are in pounds sterling and include VAT at the time of printing.

If we find out we’ve undercharged you significantly because of a mistake on our part, we’ll get in touch to put things right. We’ll give you the choice of cancelling your holiday for a full refund or paying the correct price. And if we’ve overcharged you by mistake, we’ll give you back the difference in price if we are notified within 7 days of your departure.

  1. Cancellation

What should I do if I need to cancel?

We really hope you don’t end up cancelling your pitch. But if you do, we will require a notice of cancellation via email or telephone call (not including voicemail) to the Park.

Over 72 Hours (calculated from 12 noon on your arrival date)

If you make a cancellation more than 72 hours before your arrival time, your payment will be put on hold by our Park Managers, this must be redeemed within 12 months of your original arrival date at any of our Touring Parks. This may only be done once. Failure to redeem your payment in this time frame will result in this amount being forfeited.

 Less Than 72 Hours (calculated from 12 noon on your arrival date)

Cancellations made less than 72 hours prior to arrival date will result in the forfeit of your payment and are non-refundable.

  1. Leaving the Park Early 

We hope you will be enjoying your time away at our parks and don’t want to leave but we understand that customers sometimes wish to leave the site earlier than originally planned. However, we do ask that notice is provided to the Park Managers of your intention to leave site early as soon as possible.

No refunds are given where customers decide to leave the Park before the end of their booking.

Moving onto one of our other parks for the remainder of your stay?

If you decide you would like to spend the remainder of your stay at one of our other parks, depending on availability and provided you book a period that includes the same dates, we can transfer your booking over. If this isn’t possible and you don’t want to keep to your original booking, no refund will be given.

  1. Exceptional or Unavoidable Circumstances

Refunds

We may be able to give you a refund if you have to cancel because of an exceptional circumstance and means that you would not be able to visit the park on a future date. Below is a list of circumstances covered. Before you cancel, please check that your circumstance is included in the list below and that you can provide the required documentation.

Circumstances that require documentation

Death of a guest, or their immediate family member. You’ll be asked to provide one of these documents:

Death certificate

Obituary

News article naming the deceased

Serious illness of a guest, or any member of the travelling party. You’ll be asked to provide a general statement from a physician confirming that the person can't travel. The statement must be dated after the reservation was booked.

What to do next

If you’ve confirmed your circumstance meets the requirements above, please contact the concerning park directly. Please note: an admin charge may apply.

Payment/ Credit on Hold

If you have to cancel or leave early because of an unavoidable circumstance that’s out of your control. We may be able to put your payment/ credit on hold for 12 months from your original arrival date. Before you cancel/ leave early, check that your circumstance is included in the list below and that you can provide the required documentation.

Serious illness of a guest, or any member of the travelling party.

Government-mandated obligations including jury duty, travel restrictions, court appearances, and military deployment.

Severe damage to your vehicle or accommodation that prevents you from travelling or it accommodating you for your stay.

Road closures that make it impossible to travel to your destination. This includes closures caused by natural disasters like earthquakes or severe storms.

Extreme weather that makes it dangerous to drive/ tow a vehicle or stay on-site including severe wind, snow and flooding.

What to do next

If you’ve confirmed your circumstance meets the requirements above, please contact the concerning park directly.

Refund Policy Continued

Using Discount Codes or Vouchers

If you’ve used coupons or vouchers to pay for your stay, we may be able to transfer them to another park with us. Unfortunately, we can’t refund Discount Codes or Vouchers.

  1. Making Changes to Your Booking

We understand that you may want to make changes to your booking – and we want to give you the best experience we can. So, if you decide to change your booking, we’ll try our best to meet your needs. Please note, what you want may cost more and will be subject to availability.

Changing Your Booking Dates

Over 72 Hours (calculated from 12 noon on your arrival date)

If you would like to change the dates of your booking more than 72 hours before your arrival time, we can amend these dates to any date within the next 12 months of your original arrival date. If you don’t have a date in mind, we can put your payment on hold, this must be redeemed within 12 months of your original arrival date at any of our Touring Parks. This may only be done once. Failure to redeem your payment in this time frame will result in this amount being forfeited.

Less Than 72 Hours (calculated from 12 noon on your arrival date)

Changing the date of your booking within 72 hours of your due arrival will count as a cancellation.

Transferring Your Booking to Another Park

Over 72 Hours (calculated from 12 noon on your arrival date)

If you decide to move your existing booking to stay at another one of our fantastic parks, we can transfer your payment across (depending on availability). We just ask that you call the park that you would like to book directly and they can transfer this booking over for you.

Less Than 72 Hours (calculated from 12 noon on your arrival date)

If you decide to move your existing booking to stay at another one of our parks, provided you book a period that includes the same dates, the late cancellation policy will not apply. We will always try to accommodate these changes but if this isn’t possible and you don’t want to keep to your original booking, this will count as a cancellation.

  1. Checking-in

Touring and camping pitches are available from 1 pm on the day of arrival. All pitches must be vacated by 11:00am on the day of departure unless agreed by reception staff.

If you’re planning to arrive after 6 pm or are running late, please let the park know so we can make arrangements for your arrival. Failing to contact the Caravan Park directly by telephone it will be assumed you’re not coming and we will cancel your booking without a refund.

  1. Smoking

There’s no smoking in any of our public buildings but what you do in your caravan, motorhome or holiday home is up to you. We do our best to make sure all guests respect other guest’s property by not smoking in or by their accommodation and that they dispose of their cigarette butts safely and tidily.

 

  1. Health and Safety

We will do everything we can to keep you and your party safe. That could mean offering different facilities or even, in the worst-case scenario, closing our facilities or park at short notice.

Our policy is to maintain this Park in a natural state without undue interference with nature. Visitors are requested to take all sensible precautions and are responsible for their own safety and for the safety and supervision of young children when enjoying our facilities. We would also recommend you use a torch whilst moving around the Park after dark. Caution should be observed at all times when near water courses especially with children must be supervised at all times.

At Lucksall the River Wye which is fast flowing with many undercurrents and the floating pontoons are NOT fixed structures and move with the current.

We’ll always try to tell you as soon as we know about any problems. If there’s an issue at a certain park we know about before you book, we’ll warn you. It’s important that you always follow our advice for staying safe while you’re with us.

  1. Checking-out Time

Check-out time is 11:00am. Please remember to always leave your pitch looking the same as when you found it.

  1. If You Leave Something Behind

Let us know as soon as you realise you’ve left something behind. We’ll do all we can to find it, although we’re not liable if this isn’t possible or if it’s damaged. When we find it we’ll return it to you, but you will have to cover the postage and admin costs.

  1. Damages

We hope this doesn’t happen but if any facilities are damaged by you or someone in your party during your stay, we have the right to recover the cost of this from you, including any extra cleaning costs. If there’s an emergency we can come into your accommodation without warning.

  1. If You Need to Complain

We hope that you have enjoyed your stay and that we will see you again soon! However, if you have not enjoyed your visit, please let us know and we will do our very best to rectify matters. We are always open to constructive advice on how to better our service to you and to fellow visitors. Even though we’ll do all we can, things do sometimes go wrong.

Here’s what to do if you need to complain:

  1. If there’s something wrong with your pitch, please tell the reception staff straight away so we can try to put things right.
  2. If the problem is with your pitch or the facilities and you’re still unhappy after we’ve tried to put things right, you can leave on the first day of arriving for your holiday and we’ll give you a full refund.
  3. If you would like to complain after leaving the park, please email info@williamsleisure.co.uk within seven days of exiting the park. The letter or email must be from you (the lead booker) as you’re the person we made this agreement with. Please make sure you write your booking reference number on your letter or email and include your daytime/evening phone number and postal address.
  4. A member of our team at Williams Leisure will contact the park to find out what happened. We’ll try to write back to you within 14 days of getting your letter or email.

The Small Print

The holiday agreement

When you make a booking request, you’re agreeing to follow our terms and conditions. We do have the right to turn down your booking request – if, for example, we don’t have space or we think you’d spoil things for our other guests. The agreement between you and the Williams Leisure Group starts when:

  1. We accept your booking and payment – and send you a booking confirmation or 2. We confirm your booking online or by phone

Our contract is with you, as the lead booker.

You’re making an agreement with us on behalf of everyone coming to our park with you. It’s up to you to make sure that they all know about these terms and conditions and accept them.

This agreement doesn’t allow you to transfer or subcontract any of the things in it without getting permission in writing first. If a court or a similar organisation questioned any of these terms, the rest of the agreement would still be valid. It would also still be valid if we allowed you to do something that we wouldn’t normally allow under the agreement.

When you make your booking, we’ll ask you for details of your permanent home address. We have the right to check this information against the electoral register – both to prevent fraud and to make sure we can contact you by post before or after your stay if we need to. If you’re not on the electoral register because of a recent move, we may ask you to give us a utility bill showing your new address so we can confirm your details.

We’ll do our best to make sure you enjoy your stay, but we do not accept liability for any person injury, loss or damage suffered by you or a member of your party unless there is a wilful default and negligence by our employees or us.  

Things beyond our control which may effect your booking/ arrival date

Unfortunately, we can’t take responsibility or pay compensation for things beyond our control i.e that destroy or damage your holiday homes or facilities, fire, flood, explosion, storm or other weather damage, break-in, criminal damage, riots or civil strife, industrial action, natural or nuclear disaster, war or threat of war, actual or threatened terrorist activity, epidemics and pandemic.

English law

We’re based in Hereford, Herefordshire, so we’re bound by English law – which means we both agree that English law would apply to this agreement. And if things went really wrong, we both agree to allow the English courts to make the decisions.

Using your personal information

When you book with us, you’ll be giving us some personal information about you and the other people coming with you. We may use it to:

  • Handle your booking
  • Help put together internal statistics, market research, and records at Williams Leisure Group.
  • Contact you about other parks and services offered by Williams Leisure Group. If you don’t want this information, please unsubscribe to our newsletters.
  • Your personal information is processed in accordance with local law. It will not be sold on to third parties.
  • If booking with us through a third-party organisation, make sure you look at their data protection policy to find out how they’ll use your information.

The accuracy of our brochure and website

We do our best to make sure that our website and brochures are accurate when we publish them and give an accurate representation. However, photos and artists’ impressions and so on are there to give an impression of what it’s like at our parks.

TV filming and photography

While you’re with us, you may spot a camera or photographer. They could be shooting photos or video for us. They could be shooting anywhere on the park but we’ll try to make sure the filming doesn’t affect your stay and that you always know what’s going on.

With this agreement, you give us the rights (free of charge) to anything containing your image (or the image of the other people with you) that are made while you’re with us. (This doesn’t affect your own photos or videos of course!) So if you don’t want to be in the shot, please try to stay away from the filming area.