4.1 General

Accommodation bookings with Heronbrook Retreat cannot be cancelled, exchanged or refunded after purchase, except in the specific circumstances set out in this section.

4.2 Cancellation by You

All cancellations must be submitted in writing to hello@heronbrookretreat.co.uk, including your name, booking reference, arrival date and contact number.

In the event of cancellation for any reason, all funds paid are forfeited in full. If you cancel within 48 hours of making your booking, a refund may be considered at the sole discretion of Adventure Connections. This is not a guaranteed right and will be assessed on a case-by-case basis.

We strongly recommend that all guests take out appropriate travel insurance to cover cancellation costs.

4.3 Your Right to Change Your Mind

Under the Consumer Contracts Regulations 2013, consumers ordinarily have a 14-day right to change their mind and receive a refund on purchases made online. However, accommodation bookings are classified as an excluded service under these regulations, and this right does not apply. By completing your booking, you acknowledge that no cooling-off period applies.

4.4 Cancellation by Us

If we need to cancel your booking due to circumstances beyond our reasonable control — including fire, flood, significant property damage or other force majeure events — we will notify you as soon as possible and issue a full refund of all payments made. Our liability is limited to the refund of monies paid and does not extend to any additional costs such as travel, activities or other arrangements made by you.

We will also refund you in full if:

• We notify you of a material change to your booking that you do not accept
• We have made a significant error in the price or description of the property
• We are unable to provide the property for reasons within our control

4.5 If Something Goes Wrong

If you believe your booking has been misrepresented or there is a fault with the property on arrival, please contact us immediately at hello@heronbrookretreat.co.uk. We will not be able to consider complaints or claims raised after your stay has ended.

Occupancy

• 5.1 The property must not be occupied by more guests than the number stated in your booking confirmation. Additional guests are not permitted without prior written agreement.

Check-in and Check-out

• 5.2 Check-in is from 3:00pm and check-out is by 11:00am on your departure date. Early check-in or late check-out may be available on request but cannot be guaranteed.

Noise and Behaviour

• 5.3 Out of respect for the surrounding area, guests are asked to keep noise to a reasonable level, particularly between 10:00pm and 8:00am. Large gatherings, parties or events beyond the booked group are not permitted without prior written consent from Heronbrook Retreat.

Smoking

• 5.4 The property is strictly non-smoking indoors. Smoking is permitted in designated outdoor areas only.

Pets

• 5.5 Pets are permitted on a case by case basis at the property and must be discussed in advance of your stay.

Swimming Pool

• 5.6 The heated outdoor swimming pool is available seasonally (typically May to October). All guests use the pool at their own risk. Children must be supervised by a responsible adult at all times. Glass is not permitted in the pool area. We will confirm if the pool can be used for your visit when you enquire and book.

Damage

• 5.7 Guests are responsible for leaving the property in the same condition as found. Any damage, breakages or losses must be reported to us immediately. Costs for repair or replacement will be deducted from the security deposit, with any excess invoiced to the lead booker.

CCTV

• 5.8 The exterior of the property is covered by CCTV for security purposes. This footage is managed in accordance with UK GDPR.

On-site Presence

• 5.9 Please note that the property owner resides in an adjacent building on the same grounds. Your private accommodation is entirely separate and secure, but the owner may occasionally be visible on the wider grounds, maintaining the pool and landscaping - with minimal impact to your rental. They are also available for any potential issues that may arise during your stay.