Please read our terms carefully before making a booking.
These Terms and Conditions apply to direct bookings for Heather Brae, Snaisgill Road, Middleton in Teesdale, DL12 0RP, made through our website, by email, by telephone, by invoice, by payment link, or by any other direct booking method.
Please read these Terms and Conditions carefully before making a booking. By making a booking, paying a deposit, paying the balance, or staying at Heather Brae, you confirm that you accept these Terms and Conditions on behalf of yourself and all members of your party.
These Terms and Conditions are designed for direct bookings of a single property. They do not create an agency relationship or platform booking contract.
In these terms:
To make a booking, you must:
Younger guests may apply to make a booking by contacting the owner directly using the contact form or the contact details provided on the website. Approval is entirely at our discretion and may be subject to additional conditions, including a higher Damage Deposit, additional information about the group, or direct confirmation from a responsible adult.
We reserve the right to refuse or cancel a booking where we reasonably believe the booking may be unsuitable for the Property, unlawful, misleading, made for an unauthorised event, or likely to cause nuisance, damage or breach of these terms.
A booking is not confirmed until:
Until we issue a Booking Confirmation, any booking request remains provisional and we are not obliged to hold the dates.
Please check your Booking Confirmation carefully and notify us within 24 hours if any details are incorrect.
The booking gives you and your Guests a temporary licence to occupy the Property for holiday, leisure, retreat or agreed private accommodation purposes only.
The booking does not create a tenancy, lease, assured shorthold tenancy or any other interest in land.
You must leave the Property by the departure time stated in the Booking Confirmation.
Unless otherwise agreed in writing:
If payment is not received by the due date, we may treat the booking as cancelled by you and apply the cancellation terms below.
All prices are quoted in pounds sterling and include VAT where applicable, unless stated otherwise.
A Damage Deposit of £1,000 is required for each booking unless otherwise agreed in writing.
The Damage Deposit may be used to cover:
We will return the Damage Deposit, less any reasonable deductions, within 10 days after departure, provided no deductions are required.
If deductions are made, we will provide reasonable details and, where available, supporting evidence such as photographs, invoices, contractor estimates, cleaning reports, replacement costs or repair quotations.
If the cost exceeds the Damage Deposit, you remain liable for the balance.
For higher-risk bookings, including approved retreats, events, corporate gatherings, large adult groups, younger groups or any booking where we reasonably consider additional protection appropriate, we may require a higher Damage Deposit as a condition of accepting the 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 cancellation notice.
Unless otherwise agreed in writing, the following cancellation policy applies:
Where you have paid more than the amount due under the applicable cancellation band, we will refund the balance.
Where you have paid less than the amount due under the applicable cancellation band, you remain liable for the shortfall.
Where we are able to re-let the Property for the cancelled dates, we will take reasonable account of the replacement booking income received and may refund an appropriate amount after deducting any shortfall, discounts, commission, payment processing fees, additional marketing costs and reasonable administration costs.
We strongly recommend that you take out suitable travel insurance to cover cancellation, illness, travel disruption, adverse weather, personal circumstances and other risks.
If you wish to change your booking after confirmation, please contact us in writing.
We are not obliged to accept changes, but we will consider reasonable requests where possible.
Any change may be subject to:
A booking may not be transferred to another person without our prior written consent.
We may cancel or amend a booking where reasonably necessary due to:
If we cancel because the Property is unavailable through no fault of yours, we will refund sums paid by you for the booking.
Our liability will be limited to the amount paid by you for the booking, except where the law does not allow liability to be limited.
We will not be responsible for consequential losses, travel costs, alternative accommodation costs, loss of enjoyment or other indirect losses unless required by law.
The standard maximum number of overnight Guests is 24.
Additional Guests may be accommodated only with our prior written approval. Any approval may be subject to additional charges, safety requirements, linen arrangements, bed configuration, cleaning requirements, parking limits or other conditions.
You must not exceed the number of Guests stated in the Booking Confirmation without our prior written consent.
Visitors who are not staying overnight are not permitted without our prior written consent.
Normal family gatherings and private group stays are permitted where they are consistent with the Booking Confirmation, guest limits, house rules and quiet hours.
The Property must not be used for weddings, ticketed events, paid retreats, corporate events, commercial activity, filming, photography, classes, externally catered events, organised public gatherings or any event involving non-resident visitors unless expressly agreed in writing before the booking is confirmed.
Where an event, retreat, corporate stay or facilitated gathering is approved, additional terms, charges, insurance requirements or deposits may apply.
Heather Brae is a large private property suitable for family gatherings, countryside stays, retreats and agreed group use. You are responsible for ensuring that the Property is used respectfully, safely and lawfully.
You and your Guests must:
We reserve the right to terminate the booking without refund and require Guests to leave immediately where there is serious misconduct, nuisance, unauthorised party use, excessive noise, damage, illegal activity, abuse of staff or neighbours, or other serious breach of these terms.
Unless otherwise agreed in writing:
Early arrival or late departure is not permitted unless agreed in writing.
Unauthorised late departure may result in additional charges, including cleaning delay costs, staff costs, compensation payable to incoming guests, and any other reasonable losses.
Access details will be provided before arrival once all payments, guest information and Damage Deposit requirements have been completed.
You must keep all keys, codes and access information secure and confidential.
Lost keys, damaged locks, call-outs or replacement access devices may be charged to you.
Parking is available for approximately 8 to 10 cars, depending on the size of the vehicles and how they are parked.
Vehicles must be parked only in designated areas and must not obstruct access routes, neighbouring land, public highways, emergency access, gates, service areas or turning areas.
Vehicles and contents are left at the owner's risk. We are not responsible for loss, theft or damage to vehicles or personal belongings except where caused by our negligence.
The hot tubs are provided subject to safe and responsible use. You and your Guests must comply with all hot tub instructions provided at the Property.
You and your Guests must not:
Guests with medical conditions, pregnancy, heart conditions, blood pressure concerns, circulation problems or other health risks should seek medical advice before using the hot tubs.
Guests use the hot tubs at their own risk, subject always to our responsibility for matters that cannot legally be excluded.
If the hot tubs require draining, refilling, cleaning, repair or technician attendance due to misuse, contamination or breach of rules, you will be liable for the reasonable cost.
The hot tubs may be unavailable for a period after arrival or during the stay due to cleaning, heating, maintenance, water quality control or safety requirements. We will not be liable for temporary unavailability where reasonable steps are being taken to maintain safe use.
Children are welcome, but they must be supervised by responsible adults at all times.
The Property includes hot tubs, stairs, gardens, a tennis court, rural grounds, uneven surfaces, outdoor areas and plant or service areas. You are responsible for assessing suitability for children in your party and ensuring appropriate supervision.
Children aged 5 to 12 must be supervised at all times when using or near the hot tubs. No child under the age of 5 may use the hot tubs.
Up to 2 dogs are permitted per booking, provided this has been confirmed as part of the booking. Additional dogs or other pets may be requested from the owner in advance. Approval is entirely at our discretion and may be subject to additional charges, cleaning requirements or other conditions.
The pet charge is £25 per booking.
Pets are permitted on the ground floor only and must not be allowed upstairs, on beds or on furniture.
Pet owners must:
The surrounding area may contain sheep, cattle or other livestock. Guests are responsible for keeping dogs under proper control at all times and for any damage, injury, loss or nuisance caused by their pets.
Registered assistance dogs are permitted subject to advance notice so that suitable arrangements can be considered.
We cannot guarantee that the Property will be free from pet allergens.
Smoking and vaping are not permitted inside the Property.
If smoking or vaping occurs inside, you may be charged for specialist cleaning, deodorising, damage, loss of future bookings or other reasonable costs.
Smoking outside is permitted only in designated safe areas, and all cigarette ends must be disposed of safely.
Heather Brae is located in a rural community. Guests must respect neighbours, local residents, wildlife and the surrounding area.
Outdoor noise must be kept to a reasonable level, especially in the evening and at night. Quiet hours apply between 9:00pm and 9:00am.
Amplified music, DJs, live music, outdoor speakers, fireworks or late-night outdoor gatherings are not permitted unless expressly agreed in writing.
Complaints from neighbours, local authorities or our representatives may result in a warning, deduction from the Damage Deposit, termination of the booking, or removal from the Property without refund.
Heather Brae is a rural property. Some services may differ from urban accommodation. You acknowledge that:
We will take reasonable steps to resolve issues promptly, but we are not liable for temporary interruptions outside our reasonable control.
We reserve the right to access the Property during your stay where reasonably necessary for emergency repairs, safety checks, hot tub maintenance, utility or grounds maintenance, or inspection following reported damage or suspected breach of these terms.
Where possible, we will give reasonable notice. In an emergency, immediate access may be required.
You must report any damage, breakage, spill, defect or issue as soon as reasonably possible.
You must leave the Property in a reasonable, tidy and respectful condition. You do not need to deep-clean the Property, but you must:
Additional cleaning charges may apply where the Property is left in an unreasonable condition.
Linen and towels are provided for normal guest use unless stated otherwise.
Towels provided for bathrooms must not be used for pets, outdoor use, hot tubs, cleaning, make-up removal, hair dye, fake tan, muddy equipment or other damaging uses.
Missing, stained or damaged linen, towels, robes, furnishings or contents may be charged.
The following are not permitted without our prior written consent:
Any external supplier must be approved by us in writing before attendance. We may require evidence of public liability insurance, risk assessments, licences or other documentation. Any approved external supplier must comply with our requirements and the house rules.
Electric vehicles must only be charged using approved EV charging facilities where available and expressly permitted.
You must not charge electric vehicles from domestic sockets, extension leads or internal power points. Unauthorised EV charging may result in additional charges and may be treated as a serious breach of these terms.
If you experience a problem during your stay, you must notify us as soon as possible so that we have a reasonable opportunity to investigate and resolve it.
Contact details during your stay:
Telephone: 07854 847669
Email: enquiries@heather-brae.com
If you do not notify us during your stay, this may reduce our ability to resolve the issue and may affect any claim or complaint you later make.
Complaints made after departure should be sent in writing within 10 days of departure, with reasonable details and supporting evidence where applicable.
You are responsible for your own belongings, valuables and personal property. We are not responsible for loss, theft or damage to personal belongings, vehicles or contents unless caused by our negligence.
Items left behind may be returned at your cost where reasonably practicable. We may dispose of unclaimed items after 28 days.
We strongly recommend that you and your Guests obtain suitable travel insurance covering cancellation, illness, accident, travel disruption, adverse weather, personal belongings, group cancellation, and any activities you intend to undertake.
We will use reasonable care and skill in providing the Property for your stay and will take reasonable steps to ensure that the Property is clean, safe, properly maintained and available for your confirmed booking.
Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.
Subject to the above, our total liability to you is limited to the amount paid by you for the booking giving rise to the claim. We are not liable for indirect losses, consequential losses, loss of profit, loss of business, loss of enjoyment, travel costs, replacement accommodation costs, or losses arising from circumstances outside our reasonable control, except where the law does not allow such liability to be limited.
You are responsible for all Guests, visitors, children, pets, contractors and invitees connected with your booking. You are responsible for ensuring that they understand and comply with these Terms and Conditions, house rules, safety instructions and any reasonable instructions given by us or our representatives.
We will process your personal information in accordance with our Privacy Policy. We may use your information to manage your booking, process payments, communicate with you, comply with legal obligations, manage safety and security, prevent fraud, and protect our legitimate business interests.
Internal CCTV may be installed at the Property for security and property protection when the Property is unoccupied. Internal CCTV is deactivated before guest arrival and is not operational during guest stays.
CCTV is not used to monitor Guests during their stay. Guests must not tamper with, cover, move, disconnect or interfere with any CCTV, alarm, security or monitoring equipment.
If a security, safety, damage or access issue arises, we may inspect relevant system logs or reactivate security systems after Guests have departed, where lawful and appropriate.
We take reasonable care to ensure that website descriptions, photographs, prices and availability are accurate. Minor differences may occur between photographs and the Property due to maintenance, replacement items, seasonal changes, décor updates or improvements.
If we identify a material error before confirming a booking, we may correct the error before accepting the booking. If a material pricing or availability error is discovered after confirmation, we will contact you as soon as reasonably possible to agree a solution or, where appropriate, cancel and refund the booking.
We are not responsible for failure or delay caused by events outside our reasonable control, including extreme weather, fire, flood, epidemic, pandemic, utility failure, public authority action, road closure, strike, war, terrorism, civil disturbance, natural disaster or other events that prevent or materially affect the booking.
If such an event makes the Property unavailable, we will refund sums paid for the booking, less any reasonable costs already incurred where permitted by law.
If you or any Guest seriously breach these terms, we may:
Serious breach includes unauthorised parties, excessive noise, illegal activity, over-occupancy, damage, abusive behaviour, unauthorised pets, non-payment, misuse of facilities, interference with CCTV, alarm or security systems, or failure to comply with safety instructions.
These Terms and Conditions are governed by the laws of England and Wales. You may bring legal proceedings in the courts of England and Wales. If you live in Scotland or Northern Ireland, you may also be able to bring proceedings in your local courts.
For booking queries, cancellations, complaints or notices, please contact:
Heather Brae / Investment Safeguard HB Holdings Limited
Heather Brae, Snaisgill Road, Middleton in Teesdale, DL12 0RP
Email: enquiries@heather-brae.com
Telephone: 07854 847669
Company number: 14264184 · VAT number: 455136594