When you make a booking, we require an initial non-refundable deposit of £30 per pitch to confirm the booking. We then require the full payment no later than 7 days prior to your holiday start date. If you make your booking within 7 days of the start date, we will require payment in full for your holiday at the time of booking. If the balance of your payment is not received 7 days prior to the start of your holiday we will assume that you no longer require the pitch, and we reserve the right to cancel/re-let it. Please note if you have booked via a Third-Party payment conditions may vary.

When you make a booking, we require an initial non-refundable deposit of 30% per unit to confirm the booking. We then require the full payment no later than 28 days prior to your holiday start date. If you make your booking within 28 days of the start date, we will require payment in full for your holiday at the time of booking. If the balance of your payment is not received 28 days prior to the start of your holiday we will assume that you no longer require the accommodation, and we reserve the right to cancel/re-let it. Please note if you have booked via a Third-Party payment conditions may vary

Please note card details are not stored for future use, and we will not automatically take the balance payment. It is your responsibility to ensure your holiday is paid for within the timescales. We will do our best to contact you before cancelling your booking.

Holiday Home & Cottage Bookings:

Your accommodation will be available from 4pm on the day of your arrival. Please follow the instructions in your Arrival Email which is sent 3 days prior to arrival.

Touring Bookings:

Your pitch will be available from 1pm on the day of your arrival. Please follow the instructions in your Arrival Email which is sent 3 days prior to arrival. We no longer allocate pitches; these are on a first come basis.

We operate a contactless Check-in, and all information can be found in your Arrival Email. Arrivals are accepted up until 8pm. We kindly ask you to advise us in advance if you expect to arrive after 8pm. Bookings are kept for you until Head Office closes on the day of arrival unless we are informed otherwise.

Holiday Home & Cottage Bookings:

You must vacate your holiday accommodation by 10.00am on the day of your departure. We ask that you remove all rubbish from the accommodation prior to your departure

Touring Bookings:

You must vacate your pitch by 12noon on the day of your departure. Please leave the pitch tidy and free of rubbish.

Charges will be incurred for late check-out that has not had prior agreement by the park. Should you wish to arrange a late check-out, please contact our Office the day prior to departure to discuss (charges may apply).

Pricing:

We operate a dynamic pricing structure and prices are subject to change (increase or decrease) from that advertised or seen on our website prior to booking and after booking.

Correction of Confirmed Prices - We also reserve the right to correct errors in confirmed prices. In this case, we will contact you as soon as we become aware of the error. If the correct price is higher and you do not wish to pay this, you will be entitled to cancel and receive a full refund of all monies you have paid to us providing you notify us within 14 days of our advising you of the error. Pricing for self-catering (Caravan Holiday Homes/Lodges/Cottages) is for the accommodation and will not be reduced for under occupancy. Pricing for Touring pitches is based on 2 Adults. Additional persons are chargeable as listed at time of booking.

Nightly Touring Pitches:

We ask that you follow the guidelines on our arrivals email or website. Please always keep the area around your pitch tidy. Rubbish should be disposed of and not left lying around your caravan/motorhome/camper.

Pitch types offered are:

• Please list pitch types here
• Please list pitch types here
• Please list pitch types here

Pitches are chosen on arrival by yourself on a first come basis. We cannot accept requests for pitches.

A maximum of 21 nights can be booked on a nightly Touring Pitch Please note that if you book an incorrect pitch type, we will try our utmost to offer a suitable pitch, however, this cannot be guaranteed and may incur further costs. If you require to be towed by our team due to a breakdown, a charge of £50 will be applied and you will be required to sign a disclaimer. We will not be held responsible for any damage caused to your caravan, motorhome, campervan or towing vehicle.

Seasonal Touring Pitches:

We do offer both Seasonal and where available, monthly Touring Pitches. Our seasons run 15th March-31st October and 1st November-14th March. Our Seasonal Team can be contacted for further information and separate rules apply to these pitches.

Optional Extras:

Extras can be added either at time of booking or by contacting us prior to your arrival. These will either be added to your outstanding balance or payment due at time of adding.

Methods of payment:

We can accept payment via debit and credit card (we do not accept American Express) and BACS payments. We no longer accept payment via cheque. Balances due dates are

Self-Catering - 28 days prior to arrival

Touring – 7 days prior to arrival

Once your Balance Due Date has passed and your balance is overdue your deposit will be retained if you choose not to pay the balance.

Your Group:

Primarily we run a family holiday park. Only those persons listed with the booking can occupy your holiday accommodation. We reserve the right to ask any persons not listed to leave the park at any time.

Your Behaviour:

You are responsible for the behaviour of all members of your party. Behaviour should be in keeping with the family environment and should not be excessive, noisy, or disruptive, especially at night. Noise should be kept to a minimum after 10pm. Offensive, aggressive or illegal behaviour will not be tolerated and may result in the police being involved. We may ask you and/or your party to leave immediately if your conduct results in police attendance or is considered by us to be inappropriate: likely to cause harm: or impair the enjoyment, comfort or safety of anyone: or is likely, in our belief, to breach any of this agreement. No refund or compensation will be given in these circumstances, and we reserve the right not to accept any future bookings from you or any member of your party. Call out of our Warden due to unreasonable/unsociable behaviour may result in a charge.

Children:

Children must be supervised whilst on the park and are the responsibility of their parent or guardian during their stay. Never allow children to play near or in the streams/rivers, as there are areas of deep water. Football should not be played anywhere on the park. Other ball games should be played away from caravans & Lodges using a soft foam ball. Children should not be playing on the play area after 10pm. Children under the age of 16 should not be left unsupervised in the accommodation or on the park.

Number of People (Holiday Homes & Cottages):

The number of people in your group (including children & babies) must not exceed the maximum capacity of the holiday accommodation. A maximum of one infant, sleeping in a cot, under the age of 2 years may be accommodated over and above the maximum capacity, subject to the Parks’ discretion and accommodation type. The maximum number of guests in each accommodation unit (as stated on our website) must not be exceeded. If it is, we may move those additional persons to another accommodation unit (subject to availability) and will charge you or them the appropriate full charge for the additional accommodation, from the date your party arrived.

Sorry no Hen & Stag parties allowed.

Your age:

To make a booking you must be over 18. We do not normally accept bookings where more than half the party is aged 17-25

Visitors:

Day visitors must be authorised by Head Office prior to arrival.

Food deliveries can be ordered for delivery to the park, however, please ensure you have given a mobile number as the driver will be advised to contact you on arrival for details of your accommodation, due to data protection, we will not give this information out. Please also advise our Head Office if you have arranged a food delivery in order that they will be permitted through our barrier. You must be on the park to accept food deliveries.

Special Requests/Requirements:

If you have any special requirements or requests regarding your stay with us, such as pet-free accommodation, late arrival, group requests, mobility issues, etc. then please notify our team at the time of booking so that we can do our best to accommodate you. Unfortunately, we are unable to guarantee your request, however, we endeavour to do our best to meet your requests as often as possible. If you have a pet allergy, we cannot guarantee that dogs, or other pets, have not stayed in your allocated accommodation, even if we do not normally allow pets in that specific unit, nor can we accept any responsibility for any subsequent health reaction.

Please note Touring pitches are on a first come basis and pitches beside each other or beside the facilities cannot be reserved.

Use of accommodation: (Holiday Homes & Cottages)

You must use your accommodation and its contents with care. We request that you remove all rubbish from the accommodation and leave it in a clean and tidy condition on departure. We reserve the right to enter your accommodation at any time for any reasonable purpose, for example, to make checks, carry out maintenance work or for housekeeping purposes. We may charge you for any extra cleaning, missing items, or damage, this could be to the value of £250.00. An inventory is available on request.

You must not hold events (such as parties, celebrations, or meetings) in your accommodation without our prior agreement.

Your Personal Possessions:

We take all reasonable steps to safeguard Springfield Retreat and hope we will have no cause for concern during your break, but guests remain responsible for looking after their own belongings. Please remember to secure any vehicles or bicycles and try not to leave valuable items on display. If you are bringing anything valuable with you on holiday you should check it is adequately covered by your insurance. We cannot accept liability for loss or damage to your belongings unless it is due to our negligence.

Vehicles:

There is a speed limit on all parks of 10mph, which must be adhered to. Vehicles are driven onto the park and left at your own risk, and we are not responsible for loss or damage. We allow a maximum of 1 motorised vehicle to be parked alongside each holiday home accommodation if parking bays are available. Vehicles larger than a 7-seater family car will not be permitted to be parked alongside self-catering accommodation or on touring pitches. Motorhomes/Campervans/Touring Caravans cannot be parked alongside self-catering accommodation. If you think your vehicle falls into this category, please contact us to discuss.

Additional cars may be parked in main forecourt. Additional parking is limited and on a first come basis. We do not allow commercial vehicles or vans, regardless of size, on the parks unless by prior agreement and these must be parked as directed. Electric scooters and recreational vehicles are not allowed on any of our parks. The charging of electric cars is strictly prohibited at your accommodation or touring pitch. For insurance purposes you are required to use a dedicated electrical charging point. Please ask a member of our Head Office Team for your closest point

All parks operate a security barrier with Automatic Number Plate Recognition. It is your responsibility to provide us with the correct details for your party. If you have given us incorrect information this may cause a delay on your arrival. Please note Emergency Services have 24hr access to the parks.

Banned Items:

We have a zero-tolerance policy on drugs, firearms and offensive weapons. If we have reason to suspect that you have taken or are in possession of any illegal drugs or any other illegal substance, a firearm or an offensive weapon, we will ask you to leave the park, without a refund

No Smoking:

Please note all our holiday homes, lodges & Cottages are "No Smoking". Smoking is permitted outside the holiday homes, lodges & pods, and we would kindly request that you do not leave any litter outside. Charges will apply if you are found to be smoking in the accommodation.

Please note all our facilities are "No Smoking" - fines apply to anyone smoking indoors.

Dogs:

Self-Catering (caravan Holiday Homes/Lodges/Cottages) – Maximum 2 Touring & Camping – Maximum 4

We reserve the right to decline certain breeds of dog, as described in the Dangerous Dogs Act (Scotland) 1991, so details must be given at the time of booking. There is a charge to bring your dog(s) on holiday with you. Any customer who has not revealed the fact that they have brought their pet on holiday and has not booked into a dog-specific accommodation will be asked to move units (if available) or leave the park. Please bring your pet basket with you and ensure that your pet(s) do not get onto the bedding or furniture under any circumstances.

Dogs must always be kept on a lead whilst on the park. Dog owners must clean up after them using the bins provided. Dogs are not allowed in the play area and must not be left unattended in the holiday accommodation, touring caravan/motorhome on the park.

Please check at the time of booking as we also like to accommodate people with pet allergies.

Facilities:

The opening and closing dates of our facilities are provided on our website, however these may be subject to change depending on seasonal fluctuations or unforeseen circumstances. We will do our best to advise you at the time of booking of any changes to our facility opening times if they have been altered at that stage, otherwise please always check prior to booking if this is important to your stay

Wireless Facilities:

Complimentary wireless internet access, where available, is not guaranteed and is provided subject to third party terms and conditions which are available when accessing the system. The facility is not subject to any security/filtering measures and requires continuous parental supervision when used by children. Wi-Fi is for light usage only and not for streaming or gaming. Not all devices can connect to open networks due to increased security by the manufacturer. This is out with our control.

Alterations:

Self-Catering (Caravan Holiday Homes/Cottages):

Up to 28 days prior to arrival you can move the booking to an alternative date within 6 months of the original arrival date (price may change) or accept a Credit Note for monies paid (valid for 6 months). Your booking dates can be moved on 1 occasion only. Once your booking has been moved, a Credit Note can no longer be offered as an option prior to your balance payment.

Touring

Up to 7 days prior to arrival you can move the booking to an alternative date within 6 months of the original arrival date (price may change) or accept a Credit Note for monies paid (valid for 6 months). Your booking dates can be moved on 1 occasion only. Once your booking has been moved, a Credit Note can no longer be offered as an option prior to your balance payment.

Please note these options are only available until your balance due date. All requests for amendments must be received in writing, this can either be via email or by post. Amendments to bookings will not be made until written confirmation is received. Availability cannot be guaranteed.

Once you have received your booking confirmation, if there is any information which is incorrect, then you must inform us straight away to try to rectify any errors. Please note if you have booked via a Third Party these options will not be available to you.

Cancellation Terms & Procedures:

We recommend that you take out insurance cover for your holiday (both self-catering and touring/camping) as once you have paid your deposit you have entered a contract and are liable for the full holiday cost, even in the event of cancellation. If you wish to cancel your holiday please contact our Reservations Team, then confirm your cancellation in writing either by post or email. We will then confirm your cancellation by return either by post or email. If you are cancelling your holiday up to 28 days (self-catering)/7 days (touring and camping) we will offer you the options listed under Alterations. If you are out with these timescales no offer will be made, your booking will be cancelled, and all monies retained.

Cancellation By Us

Very occasionally, in circumstances of ‘force Majeure, we may have to cancel your booking. If we do so we will tell you as soon as possible and offer you an alternative.

We regret we cannot pay any compensation or meet any expenses or costs you may incur as a result of any such cancellation or change. We will not accept responsibility or pay any compensation where the performance or prompt performance of our contract with you is prevented or affected by reason of circumstances which amount to “force majeure”

Force Majeure - Circumstances amounting to “force majeure” include any event which we could not, even with all due care, foresee or avoid. Such circumstances include the destruction or damage of your accommodation (which cannot reasonably be remedied to a satisfactory standard before the start of your holiday) through fire, flood, explosion, storm or other weather damage, break-in, criminal damage or any similar event beyond our control. Such circumstances also include riots or civil strife, industrial action, natural or nuclear disaster, fire, war or threat of war, actual or threatened terrorist activity and all similar situations beyond our control.

Refunds- If an occasion arises in which we have to process a refund to you, this will be done back to the bank card originally used for payment. Once the refund has been done, we will confirm this with you via email. It can then take up to 7 working days to show back to your account (longer for non-UK accounts). If we are issuing a refund as a gesture of goodwill due to you booking the wrong pitch type, a £5 administration fee will be charged.

Comments or concerns:

If you have any concerns or are dissatisfied with any aspect of your break whilst on the park, please call our Head Office (hours 08.00-20.00) and we will endeavour to help you immediately so that you can enjoy the rest of your stay. If you do not give us the opportunity to resolve any problem by reporting it during your stay, we may not be able to deal with it positively on your return home. Claims may be rejected if we have not been given the opportunity to put matters right or investigate your concerns. If at the end of your holiday, you feel that we have not provided a satisfactory solution, the lead guest should write to: Springfield Retreat, Tedburn St Mary, Exeter, Devon, EX6 6EW or email info@springfieldretreat.co.uk

Please submit any written comments within 10 days of returning from your break so that we may properly review and reply to your feedback. Please write your Booking Number in any correspondence.

Please note that we are not responsible for any matter of which you were aware and which you did not bring to our attention during your break.

Photography:

We regularly take photographs or videos for promotional purposes. Please be aware that these may take place while you are at our parks.

Only non-intrusive photography of your own party and friends is permitted on our parks. You may not carry out photography for commercial purposes, publication, or similar purposes in any part of our Park. Drones are not permitted. CCTV is in operation across all our park for the safety and security of our guests and teams.

Brochure & Website:

We have taken great care to ensure the accuracy at the time of publication on our website, however information and prices may have changed by the time you book. Information is correct at time of going to print. We shall not be held liable if any facilities become unavailable. All pictures are for illustration purpose only.

Data Protection:

All information we collect and hold about you and members of your party may be stored in computer and other filing systems, for which we hold a valid notification under the Data Protection Act. Our Privacy Policy can be found on the footer of our website.

Lost Property

Should you forget something then we are happy to arrange for this to be sent back to you at a minimum charge of £10 (larger items will incur a higher charge). We attend the Post Office once a week to post back Lost Property. Alternatively, you can arrange for the item to be collected. Lost property is kept for 14 days and then disposed of.

Marketing:

We will hold your information, where collected by us and may use it to provide you with holiday or special offer information. If you do not wish to receive this information in the future, please contact us in writing to advise us of this request or unsubscribe from our e-marketing list. We will not pass your information on to any third parties for marketing use without your permission.

Restrictions:

• We do not permit gazebos, jet skis, trailers or boats on any of our parks.
• Commercial vehicles cannot be parked alongside accommodation/pitch. We will advise where these can be parked. This must be pre-arranged.
• Vehicles larger than a 7-seater family car will be unable to park alongside the booked accommodation/pitch. We will advise where these can be parked. This must be pre-arranged.
• Awnings: For licensing and safety purposes we do not permit anyone to stay overnight in an awning. The awnings permitted on our parks shall not be of types which incorporate sleeping accommodation. You are responsible for declaring the size and type of awning you wish to erect at the time of booking. If anyone is found to be using an awning for accommodation purposes, we reserve the right to ask them to leave the park and no refund will be given
• We would appreciate no noise between 10pm and 8am, music should always be played quietly.
• We request that children vacate the play area by 10pm each night.
• We do not allow open fires on the park; this includes fire pits
• Please ensure all barbeques are raised off the grass and decks thank you

If you are uncertain if this restriction applies to you or your group, please contact our reservations team prior to making a booking.

Hot Tub Guidelines

*Not all accommodations have hot tubs – Please check your booked accommodation type to check if these guidelines are applicable to you. If you are unsure, please contact our Reservations Team for confirmation.

We hope you enjoy relaxing in your hot tub and please follow our guidelines below for your safety (these are also available alongside your hot tub). Our team will test and treat your hot tub daily and we request that you do not use your hot tub during this time.

Hot Tubs Dos & Don’ts Advice

Bubbling Away - Our hot tubs are pre-set at the advised temperature of up to 40 degrees centigrade. This temperature cannot be altered, and any temperature change must be requested by the guest to our team.

Scrub down - please remember to remove any make-up/cosmetics/fake tan and take a shower before taking a dip.

Stay safe - do tie up long hair and do not submerge your head into the hot tub water for safety reasons.

Excited kids - do make sure young children are never left unattended near to, or in, the hot tub and children under the age of 4 years should never be taken into the hot tub.

If in doubt, sit out - we recommend that you seek medical advice before using the hot tub if you suffer from heart/circulatory problems, are pregnant, have any infectious skin conditions, are taking medication or are generally feeling unwell.

Smoke-free zone – please do not smoke whilst enjoying the bubbles

Bubblelicious – Please do not be tempted to add any bath products to the hot tub (bubble bath/shampoo or body oils) this could result in your hot tub having to be drained down and cleaned and may incur an unwanted cost to your holiday.

Party at yours?? - Do try and remember we have other guests staying on the Park close to your accommodation. While we are sure they would love to join you, the tub just isn’t big enough, so please keep noise to a minimum after 10pm and vacate the hot tub by 11pm.

Bubbly? – please do not consume alcohol when using the hot tub and consider whether it is safe to use the hot tub if you have been drinking alcohol, as this is for your own safety. Please use plastic glasses provided for drinking around the hot tub area/outdoors.

Wrinkly prune - we recommend you submerge yourself for no longer than 15 to 20 minutes per session. (Overexposure can result in nausea, dizziness, fainting or skin irritation).

Put a lid on it - do remember to put the cover over the hot tub once you have enjoyed your dip. The temperature will always drop a few degrees as soon as the lid is off, so please allow it time to heat back up between dips.

Tight squeeze – please note that the hot tub is only for use by registered guests who are occupying the hot tub accommodation.

Longer holiday - If you are staying with us for longer than 7 nights, we will need to carry out a routine maintenance drain down. The hot tub will not be in use during this essential maintenance, but our team will have the tub filled as soon as possible for you. We will arrange with you a suitable day/time for this maintenance to take place in advance.

In the unlikely situation that the above guidelines have not been followed and the hot tub requires deep cleaning, our team may need to carry out emergency maintenance to drain down and clean the hot tub to ensure the hot tub is safe for you to use. On this occasion, the hot tub may not be ready for use on the same day, depending on the cleaning required (charges may apply).

Springfield Retreat will not be liable for any incidents that occur should these guidelines not be adhered to. Please ensure you contact a team member of Springfield Retreat if you are unsure of any of the above guidelines.

Swimming Pool Terms & Conditions

UNSUPERVISED Swimming Pool and Facilities at Springfield Retreat Swimming Pool Terms & Conditions

• The Swimming Pool is Unsupervised – please make yourself aware of the pool safety equipment on arrival.
• Please arrive swim-ready as there are limited changing areas.
• There is a toilet and shower in the pool area. Please shower before and after entering the pool.
• Our team carry out regular visual pool/poolside checks throughout the day to monitor cleanliness and numbers.

Swimming Pool Guidance & Spectators

• Under 16 years must be supervised by a responsible adult at all times
• Babies, toddlers and young children must never be left unsupervised on the poolside or in the pool.
• We recommend that you do not swim alone.
• Please do not run around the pool area - wet surfaces will be slippery
• Please use the steps provided for entering and exiting the pool.
• The pool is only 4 feet deep, please, no diving
• Do not push or jump onto others.
• Please wear footwear when entering and leaving the pool area
• Please do not bring any glass on the poolside and use the bins provided to tidy on your departure.
• Please do not consume alcohol on the poolside and do not enter the pool area after the consumption of alcohol.
• Smoking is only permitted in the designated smoking area outside the bar/bistro.
• Sorry, dogs are not permitted in the pool area.
• The hot tub is for 18 years and over only.
• We cannot be responsible for the safety and security of your goods or your children, please act responsibly and respect others when using these facilities

Emergency Information

• In case of an emergency, please contact the emergency services.
• For non-emergency assistance, please call 01647 24242
• Safety equipment around the pool is for emergency use only. Please do not play with it or remove it.
• In the event of a fire, please leave the pool area quickly, alert a member of staff and proceed to the assembly point at the Play/Bar area. Do not re-enter the pool area.

CCTV & Photography

• Please refrain from taking any photographs/videos while in the pool area to respect others.
• Surveillance footage is being recorded within the pool area for safety and security reasons. This will not be passed to any other parties other than Springfield

These terms and conditions are set by the holiday park owner and have been amended as of January 2023 if you have any queries or require any further information regarding the above conditions, please contact the reservations team on 01647 24242 or by e-mailing us at info@springfieldretreat.co.uk