Terms & Conditions - Dated 13th June 2021 v1.02
9. Haven Terms and Conditions:
a) Introduction
Please read these terms and conditions carefully as any additional special terms and conditions, together with anything else we agree in writing or other forms of communication including but not limited to email, make up your agreement with us. These terms and conditions apply to bookings made online, by phone or in person.
We will update our terms and conditions periodically and you can find the latest version online at https://modelretreats.com/terms-and-conditions. The terms and conditions in force at the time when you make your booking are those that apply to your booking, unless we provide you with a copy of our new terms and conditions. Please remember to read and check the terms and conditions each time you make a booking with us as they may have changed since your last booking.
If we make a significant change to our terms and conditions after you've booked but before your holiday start date, you have the option of cancelling for a full refund. If you're not happy with our terms or have any questions about them, please contact us, otherwise we'll assume you've accepted these terms.
b) Definitions
'You' and 'your' - the guest making the booking.
'We', 'us', 'our', 'ours' - Model Retreats Ltd, company registered in England and Wales at 83 Ducie Street, Manchester, M1 2JD, Company Number 12935653.
'We both' - both Model Retreats Ltd and you.
'Agreement' - the contract between us based on: (i) these terms and conditions; (ii) your booking confirmation; (iii) any conditions we refer to on our website (iv) any additional special offer terms and conditions; and (v) anything else we agree in writing.
'party' - those persons named on the booking confirmation and any person added later;
The 'caravan' - the holiday caravan you've chosen for your holiday
'lead guest' - the lead booker and contact point for the booking who must attend the holiday booked.
c) Contact us
We aim to maintain our high standards of communication and any calls to us or communications via text message, email or any other form will not include any additional cost to yourself.
To discuss amending or cancelling a booking:
By telephone: TBC
By email: https://modelretreats.com/enquiries.
a) Your booking
When you have received your booking confirmation from us, please contact us as soon as possible if any details are incorrect. Please note you cannot resell this booking or act as an authorised agent.
b) Guest restrictions
In order to achieve a friendly atmosphere we reserve the right to refuse or cancel bookings (without refund) from (i) all-adult or single-sex groups; (ii) solo guests (if we believe the reason for your stay is not inline with our friendly atmosphere expectations) or (iii) anyone else who we believe may have an adverse effect on surrounding guests.
We don't knowingly allow any guest to use or visit our caravan who: (i) has an unspent criminal conviction; (ii) has an entry on a criminal register (including the sex offenders' register); (iii) has any record of any order indicating antisocial behaviour, violence, abuse, public disorder, or criminal damage or any other form of antisocial behaviour; (iv) is a convicted sex offender, subject to the notification requirements of the Sexual Offences Act 2003; or (v) is subject to a Risk of Sexual Harm Order or Child Abduction Notice. If you don't disclose this information about yourself or any other member of your party, and it later becomes known to us, we reserve the right to cancel your booking and require that you, and the other members of your party, leave the park, without refund.
a) Who is coming?
Please check your booking confirmation as soon as you receive it because it's only the people on that confirmation who can occupy our accommodation and use our facilities. Please make sure you tell us as soon as possible if any of the details of your booking change after you've booked. If anyone not on your booking confirmation is found in occupation, we will cancel your booking and all guests on your booking, as well as the unauthorised persons, will be asked to leave the park immediately and without refund.
The total number of people coming with you (including children and babies) mustn't be more than the capacity of your caravan holiday home. In most cases, this will be 6 or 8 people maximum so please check your confirmation carefully. If you do go over the maximum number then we'll, unfortunately, have to turn away any extra people at check-in.
b) Security key locker
24 hours before your stay with us you will be emailed the four-digit code for the key safe which is attached to the caravan. You are please requested to return the keys to the key safe after your stay and reset the code to '0000.'
c) Important information and updates
Whenever possible, important information and updates about your stay will be published for you to view online prior to your stay with us. Please also check your emails and our website on the lead up to your stay.
d) Bringing a baby
If you need a cot or highchair for the duration of your stay you need to ask for it when you book. There will be a £10 deposit (returned to you at the end of the holiday) and a small hire charge. Our caravan is quite spacious, however, the only place able to fit a standard size travel cot may be the living room.
e) Bringing your children
Your children will remain your responsibility at all times during your stay and must remain under your supervision.
f) Guests with disabilities
If you have a disability or are travelling with someone with a disability, please inform us at the time of booking. We will do our best to meet your requirements, however, may not be able to guarantee that they are all met.
g) Dogs and other pets
Dogs and other pets are not allowed in our caravan at this time.
h) Bringing a vehicle to the caravan
Our caravan has one confirmed parking space next to the caravan. There is space to park another vehicle, however, this cannot be guaranteed at all times. If you are intending to bring a vehicle which is not a car (a van, motorbike, jet ski etc) please check with us before you book. The caravan is not to be used for charging electric cars or any other vehicles or parts thereof.
i) Camping
We do not allow any tent to be pitched in the area surrounding our caravan. To request information about pitching a tent on the site please refer to Haven Terms and Conditions at https://https://www.haven.com/support/terms-and-conditions
j) Special Requests
If you are planning to celebrate something special please let us know at the time of booking. We will need to make sure your plans fit in with the environment of the Holiday Park.
a) Guaranteed price
Fluctuations in price will occur much more frequently the closer to your stay that you book, so it is advised that you book early. This fluctuation occurs in tandem with the current travel market. We guarantee that the price shown in your booking confirmation is the price you will pay and will not increase at any time prior to your stay.
b) Current prices
Our latest published prices can be found at https://modelretreats.com/rates. You are reminded that these prices are subject to change in response to the changing travel market.
c) How to pay
PayPal: one easy way to pay for your stay is via PayPal, which is linked to the website when you click on 'Book Now.' This will guide you to the PayPal account of Modelretreats Ltd. Any payment references will appear as MDLRTRTS.
Stripe: another easy way to pay for your stay is via Stripe, which is linked to the website when you click on 'Book Now.' This will guide you to the Stripe account of Modelretreats Ltd. Any payment references will appear as MDLRTRTS. This method also gives the option of 'Pay by Card.'
Electronic bank transfer: please call if you wish to do an electronic bank transfer. We will provide you with our Bank account number, sort code, account name and reference to use. Please note that bank transfers can take between three to five working days to clear. If paying a deposit your booking will not be confirmed until we have received this deposit payment.
d) Booking less than 6 weeks (42 days) in advance of your stay
If you book our caravan less than 6 weeks in advance of your stay, payment in full is required. Refund policy still applies.
e) Deposits
If you book your stay more than 6 weeks prior to the start of your stay you can either pay the full amount due or a 20% deposit. The remainder of your booking fee (80%) is due 6 weeks prior to your stay and your booking confirmation will show you the balance due date. The lead guest is reminded that it is their responsibility to pay the balance when due. If the balance is not received when due we reserve the right to cancel your holiday and not refund your deposit.
f) Security Deposit
A security deposit of £50 is required for any booking. This is to cover any potential damage caused by you. This is refundable on completion of your stay. The monies may take 5-10 days to clear to your Bank account.
g) Overcharges and undercharges
If for whatever reason we accidentally overcharge you for your stay, we will immediately rectify the issue and refund the difference in price. Similarly, if we have accidentally undercharged you for your stay, we will contact you to put things right. If we have accidentally undercharged you you will have the choice of cancelling your stay with a full refund or paying the remainder of the balance.
a) Changes in your booking
We know and understand people's plans change so if you need to change your dates or the duration of your stay we will accommodate this until 6 weeks prior to your original due stay. Any changes made within these 6 weeks may count as a cancellation. Any changes to your booking may be made via email or telephone.
b) Cancellations
We sincerely hope that you do not need to cancel your stay with us and will work with you to accommodate your needs, however, if you do need to cancel please contact us at the earliest opportunity. If you are due a refund we will process this as soon as we receive your cancellation instructions. Please be aware it may take up to 10 days for us to pay your refund.
Any cancellation charges are calculated from the date we receive your cancellation instructions.
Hopefully you can see we are trying to run a business and cancellation at very short notice may leave us out of pocket, therefore we have the following cancellation refund policy below. The below rates are inclusive of the deposit already paid. Example, deposit paid 9 weeks prior to stay and cancellation 8 weeks prior to stay, your full deposit will be refunded.
| Number of days before your stay with us | Refund you would get back |
| 42 days and over | 100% refund |
| 41-22 days | 75% refund |
| 21-8 days | 50% refund |
| 7 days or less | No refund |
You are advised to take out Holiday Insurance to cover any unforeseen circumstances which may prevent you from fulfilling your stay with us.
c) If we have to change or cancel your stay
If for any reason we can no longer provide your stay due to exceptional circumstances we will contact you as soon as possible and offer you a full refund including any deposit paid.
d) Refunds
Any refunds to you will be made in the same method as you made your original payment.
a) Checking in and out
Checking in: 3pm or after
Checking out: 11am or before
b) On the park
Rockley Park Play Passes - Play Passes are available at an extra cost payable directly to Rockley Park Reception Team. These passes provide access to the swimming pools, leisure and entertainment facilities. Some facilities and activities on park do carry an additional charge which is not included in the purchase of these Play Passes. The Play Passes for Gorse Hill 005 Caravan can be purchased either against the '3-bed cap' prices or individual 'Adult' and 'Child' prices, whichever is cheaper. Depending on the length of your stay either a 3/4-day pass or 7-day pass can be purchased. The passes are effective from the date of purchase and the quantity of days within the pass must be used consecutively.
Rockley Park Activities - An abundance of outdoor and indoor activities can be booked here: www.haven.com/parks/activities. Alternatively you can download the 'Haven What's On' app from Google Play or App Store.
c) Health & Safety
While we try to ensure the caravan is a safe environment to stay in we cannot be held responsible for accidents out of our control. It is also advised that parents/guardians must be accountable for children under their supervision.
d) Personal Belongings
We cannot be held responsible for any of your personal belongings left in the caravan whilst it is unattended by you. You do so at your own risk. That being said, if you contact us after your stay we will endeavour to secure any of your property and return it to you safely and securely.
e) Smoking and drugs
Smoking, including use of E-cigarettes is not permitted inside the caravan. Recreational and/or illegal drug consumption is also not allowed.
f) Cutting your stay short
Hopefully you wont have to cut short your stay but we cannot offer you a refund if you have to leave early.
g) Damage to the caravan
If the caravan is damaged by you or someone in your party during your stay we have the right to recover costs to rectify this damage. We also reserve the right to go into the caravan during your stay (with sufficient notice and at a reasonable time) if we suspect damage is being caused. Any damage to the caravan may result in your booking being cancelled with no refund.
h) Towels & Bedding (Silver & Gold Packages)
Towels & Bedding are provided with these packages, however, they are to remain in the caravan upon completion of your stay so that they can be laundered.
i) Caravan Inventory
An inventory of interior & exterior items will be included in the welcome pack available on arrival. These items will be checked before and after your stay and are to remain on the site of the caravan. Any items missing will be either deducted from your Security Deposit, or upon high value theft, your contact details (with your prior knowledge) forwarded onto local authorities for investigation.
i) Public Liability Insurance
Model Retreats Ltd currently holds Public Liability Insurance (please contact for further details).
a) Your stay
When you make a booking with us you are agreeing to our Terms and Conditions laid out on this page.
The agreement between you and us starts when:
1. We accept your booking and deposit, or full payment, and give you a booking confirmation
2. We confirm your booking online or by text or email.
Our agreement is with you the lead guest and you are reminded that you are making an agreement with us on behalf of everyone coming on the stay with you, also agreeing that they will abide by ours and Rockley Park's Terms and Conditions.
b) English Law
Our terms are subject to English Law which means that both we agree that English Law would be applicable to this agreement.
c) Things that are our fault
If something happens within the caravan that is our fault and which we believe we should have had correct measures in place, we will aim to deal reasonably and proportionately with any claims.
d) Personal Information
Your personal information will be dealt with according to our Privacy Policy: https://modelretreats.com/privacy-policy
Although we will do our very best to ensure you have a fantastic stay with us, if you do need to complain:
During your stay - Please call us at 07763 810134 to ensure a fast response to your issue, or email us at info@modelretreats.com
After your stay - Please email us at info@modelretreats.com
Although we have our own Terms and Conditions which protect both parties, you are also reminded that during your stay at Rockley Park you agree with Haven Terms and Conditions, which can be found at https://haven.com/support/terms-and-conditions.
