Our cancellation policy for direct bookings at Heather Brae.
This policy applies to all direct bookings at Heather Brae, Snaisgill Road, Middleton in Teesdale, DL12 0RP, whether made through our website, by email, telephone, invoice or payment link. It forms part of our Terms and Conditions, which you should read before booking.
If you wish to cancel your booking, you must notify us in writing by email to enquiries@heather-brae.com. The cancellation date is the date we receive your written notice.
Unless otherwise agreed in writing, the following cancellation charges apply:
| Notice given before arrival | Amount retained |
|---|---|
| More than 12 weeks | 30% deposit retained |
| Between 12 and 8 weeks | 30% of the Total Booking Charge |
| Between 8 and 4 weeks | 40% of the Total Booking Charge |
| Less than 4 weeks | 100% of the Total Booking Charge |
If you have paid more than the applicable cancellation charge, we will refund the balance. If you have paid less, you remain liable for the shortfall.
Where we are able to re-let the Property for all or part of the cancelled dates, we will take reasonable account of the replacement booking income received. We may refund an appropriate amount after deducting any shortfall, discounts, additional marketing costs, payment processing fees and reasonable administration costs.
We strongly recommend that all guests take out suitable travel insurance to cover cancellation, illness, travel disruption, adverse weather and other personal circumstances. We are not able to offer refunds outside the terms above, and we are not able to act as an insurance provider.
If the balance is not received by the due date (normally 8 weeks before arrival), we reserve the right to treat the booking as cancelled by you and apply the cancellation terms above. We will attempt to contact you before doing so.
If you wish to change your dates or other booking details, please contact us in writing. We will consider reasonable requests where availability and circumstances allow, but we are not obliged to accept changes. Any agreed change may be subject to price differences, availability, and additional charges. If a requested change cannot be accommodated and you choose not to proceed with the original booking, the cancellation policy above applies.
In exceptional circumstances — such as serious damage to the Property, a health and safety issue, legal restriction, or another event outside our reasonable control — we may need to cancel or amend a booking. If we cancel because the Property is unavailable through no fault of yours, we will refund all sums paid for the booking. We will not be responsible for consequential losses such as travel costs or alternative accommodation, except where required by law.
The Damage Deposit (£1,000 unless otherwise agreed) is separate from the booking charges and will be returned within 10 days of departure, subject to any reasonable deductions for damage, excessive cleaning, missing items or breach of the house rules. The Damage Deposit does not form part of the cancellation charges above.
To cancel your booking, please contact us in writing:
Email: enquiries@heather-brae.com
Telephone: 07854 847669
Written cancellation is required in all cases. A verbal cancellation will not be treated as effective until confirmed in writing.
This cancellation policy is a summary of the key cancellation provisions. Please read our full Terms and Conditions before making a booking, as they contain additional provisions relevant to your stay, including payment terms, damage liability, guest responsibilities, events outside our control, and our full contact details.