New Thornber - Terms & Conditions
Effective date: 09 November 2025
By making a booking, you agree to the terms and conditions below on behalf of yourself and all members of your party. The lead guest represents that they have the authority to accept these terms on behalf of all guests in the booking. Failure to disclose relevant information or comply with these terms may lead to termination of the contract and loss of the booking.
1. Bookings & Payment
A contract between you and New Thornber (“we”, “us”, or “our”) is formed when a deposit or full payment is received, and written confirmation of your booking (including confirmed holiday dates) has been issued. All bookings made through our online system are provisional until confirmed by us.
A 25% deposit of the total booking value is required at the time of booking. Bookings made within 60 days of arrival must be paid in full, including the £150 refundable damage deposit.
The balance is due 60 days before arrival. Failure to pay the balance within 7 days of the due date will be treated as a cancellation, and the booking may be forfeited.
Payments are made through the website’s secure platform, and a range of payment options are available.
If a booking is made through a third-party platform, the terms and cancellation policy of that platform will apply in addition to these Terms and Conditions. In the case of a conflict, the third-party Terms and Conditions will take precedence for payments and refunds.
All prices are quoted in pounds sterling (£) and include VAT where applicable.
Bookings are only accepted for holiday purposes and cannot be made by anyone under the age of 18. The person making the booking must be staying at the property for the duration of the stay. Bookings made by or on behalf of a third party are not permitted.
We reserve the right to refuse a booking without giving any reason.
2. Cancellation Policy
Cancellations by the Guest
All cancellations must be made in writing (email is acceptable). Deposits are non-refundable.
Cancellations made more than 60 days before arrival will incur a charge of 25% of the booking value (the deposit amount). Any balance paid beyond this will be refunded, less a £50 administration fee.
Cancellations made within 60 days of arrival will result in the total cost being payable.
If we successfully rebook the property for all or part of the cancelled period, we may, at our discretion, refund an appropriate amount less any shortfall and the £50 administration fee.
We strongly recommend that all guests take out travel or holiday insurance to protect against unexpected circumstances such as illness or travel disruption. If guests choose not to take out insurance, they accept responsibility for any loss that may occur due to cancellation.
Cancellations by New Thornber
In the unlikely event that we must cancel your booking (for example, due to an unforeseen circumstance or event beyond our control), we will contact you promptly.
In the first instance, you will be offered a postponement of your booking to another available date. If that is not suitable, you will receive a full refund of any payments made.
Our liability will be limited to the amount paid to us, and no additional compensation can be offered.
In the event of a pandemic, epidemic, or restriction of movement as dictated by the government or a public authority, we reserve the right to issue updated terms and will notify you accordingly.
For the avoidance of doubt, self-isolation or symptoms of Covid-19 are not considered events outside the parties’ control.
3. Booking Amendments
We understand that plans can change. If you wish to amend your booking, requests must be made in writing. A £50 administration fee applies to all confirmed amendments.
Amendments are subject to availability and may not always be possible. If the new dates fall into a higher-priced period, you will need to pay the difference in rate.
If an amendment cannot be accommodated, the original booking and cancellation terms will apply.
Date amendments are treated as cancellations and rebookings unless agreed otherwise in writing.
4. Arrival & Departure
Check-in: From 4:00pm
Check-out: By 10:00am
Early check-ins or late check-outs may be requested in writing but cannot be guaranteed. They are subject to availability and the housekeeping schedule.
Unauthorised early arrivals or late departures may result in additional charges being deducted from the damage deposit.
5. Damage Deposit
A refundable damage deposit of £150 is required and will be returned within 7 working days of your departure, provided there is no damage, excessive cleaning required, or breach of the Terms & Conditions. Refunds will be made to the original payment method unless otherwise agreed.
The deposit may be used to cover repair or replacement of damage or breakages beyond normal wear and tear, additional cleaning due to excessive mess or misuse, theft, unauthorised late check-outs, or policy breaches.
If the cost of repairs exceeds the deposit, the additional amount will be invoiced and is payable within 7 days.
If we believe that damage has been caused deliberately or through serious misuse, we reserve the right to terminate your stay without refund.
If damage occurs and we must cancel or refund subsequent bookings, we may bring a claim against you for any resulting loss.
6. Guest Responsibilities
We want all guests to enjoy a comfortable, relaxing stay. To help us maintain a high standard, please treat the property, furnishings, and outdoor areas with care and respect. Report any damage or issues immediately so we can resolve them promptly.
Guests must familiarise themselves and their party with the house rules, available in the welcome pack (provided before arrival and in the property).
Please:
Remove shoes indoors.
Use the property for holiday purposes only – subletting, hosting parties, or inviting additional overnight guests is not permitted.
Dispose of rubbish in the outdoor bins before departure.
Switch off lights and electrical items when leaving. Do not leave items charging unattended.
Keep noise to a minimum between 10pm and 8am out of respect for neighbours.
Ensure the property is left clean, tidy, locked, and secure upon departure.
Return all keys to the key box and ensure the code is disguised.
The maximum number of persons occupying the property must not exceed 8 persons (+1 infant in a travel cot).
If any keys issued are not returned at the end of your stay, the cost of replacement will be charged to you.
We reserve the right to terminate your rental agreement with immediate effect due to unreasonable behaviour by any guest. You will be asked to leave the property without refund.
If you wish to use the services of a third-party supplier (e.g. private chef, beauty therapist), this must be agreed in advance. We do not accept liability for the activities of these suppliers. Unapproved suppliers may be asked to leave.
Prohibited:
Smoking, vaping, naked flames, candles, barbecues, firepits, and fireworks.
Pets.
EV charging via domestic sockets (for safety and insurance reasons).
Guests are liable for any damage or loss resulting from unauthorised use or breach of house rules.
This property is privately owned and is our home. We ask all guests to enjoy the facilities and treat the property with the same respect they would their own home.
7. Obligations of New Thornber
We agree to:
Make the booked property available to you on the dates outlined in your booking confirmation.
Ensure all statutory and health and safety checks and certificates are in place and kept up to date.
Provide the amenities as described in the property listing.
Keep the property, including outdoor areas, well-maintained, clean, and well-presented at all times.
8. Security Cameras
For security and guest safety, external CCTV operates at the property. There are no recording devices inside the accommodation. We do not record sound.
9. Accessibility/ Health and Safety Notice
Guests should familiarise themselves with the layout and safety features of the property upon arrival. If anyone in your party has mobility or medical needs, please contact us before booking to confirm the property’s suitability.
10. Literature
We make every effort to ensure that property details, pricing, and availability are accurate. However, facilities may occasionally change for reasons beyond our control. In such cases, we cannot accept responsibility for matters beyond our reasonable control. In the event of an error, we reserve the right to correct it (including any pricing errors) within 5 business days of your booking.
Confirmation should be requested prior to booking if any particular detail or facility is important to you.
Minor differences between photographs, descriptions, and the actual property do not constitute grounds for cancellation.
11. Access
Whilst respecting your privacy, we reserve the right to access the property at any time for essential maintenance, repairs, or emergencies.
Wherever possible, we will give reasonable notice before doing so.
12. Liability
New Thornber cannot accept liability for, or pay compensation for:
Loss or damage to personal belongings or vehicles, however caused.
Injury, illness, or death except where caused by our negligence or failure to use reasonable care and skill.
Incidents caused by guests, their party members, or third parties.
Events beyond our control (these include, but are not limited to, acts of God, fire, flood, power cuts, water outages, severe weather, industrial disputes, epidemics, or government restrictions).
Guests are responsible for the supervision of all children and vulnerable persons in their party at all times.
13. Lost Property
We are not responsible for lost or left-behind items. If found, we will hold items for one month and can return them for a £20 handling fee plus postage.
Perishable items will be disposed of immediately.
14. Data Protection
By placing a booking (directly, via our website, or through a third-party agent), you consent to us using your personal data to fulfil the booking contract, including contacting you before and after your stay.
Your personal data will be processed in accordance with UK GDPR and the Data Protection Act 2018.
For full details of how your data is used, managed, and deleted, please refer to our Privacy Policy.
15. Complaints
Our aim is to provide guests with an exceptional level of service and a wonderful property for their holiday.
In the unlikely event that you experience any issue or concern during your stay, please contact us as soon as possible and we will make every effort to resolve it promptly.
Complaints received after departure cannot be considered, and compensation is not available.
16. Insurance
We strongly recommend that guests take out comprehensive travel insurance to cover cancellation, accident, injury, or loss. If you choose not to, you accept responsibility for any resulting loss.
17. Governing Law
These Terms & Conditions are governed by the laws of England and Wales, and any disputes shall be subject to the exclusive jurisdiction of the English courts.
These Terms & Conditions supersede all previous versions and apply to all bookings made with New Thornber. By confirming your booking, you agree to abide by these terms and ensure all members of your party do the same.