Important Information About Your Booking

Holiday at Home accepts reservations of holiday accommodation made by telephone, email, in person, in writing or online. When a reservation is made with us, by any means, our terms and conditions are deemed to have been accepted by the Booker. Any questions regarding the terms should be raised with us as soon as possible. How to get in touch

1. Contract

Holiday at Home Limited acts as an agency arranging short-term holiday rentals and acts on behalf of the property owners. The Contract for the letting of the property is between the Client and the property Owner. Bookings submitted online are provisional, and once Holiday at Home issues the confirmation form, the Contract will be entered into and becomes legally binding.

The contract is at all times subject to the Booking Conditions. The Client should check the booking confirmation form carefully as it includes the property, length of stay, charges, and other relevant booking details. The Client should notify Holiday at Home immediately in case of any discrepancy, mistake, or query.

The Contract of Hire is governed by English law and jurisdiction, for the hire of the property for holiday purposes only. The lead name (‘Client’) on the booking must be over 18 years old, and a member of the party occupying the property. The Client agrees to take responsibility for all members of the party.

2. Payment

A deposit of one third of the rental fee is payable immediately upon making the booking, if the booking is made more than 8 weeks before the start of the rental. The balance shall be payable 8 weeks before the commencement of the rental. The booking will not be confirmed until the deposit is received. Non-payment of the balance of the rent on or before the due date shall be construed as a cancellation of the contract by the Client.

For bookings made less than 8 weeks before the commencement of the rental the total fee is payable on confirmation. For bookings made less than 3 weeks before the commencement of the rental, no cheques can be accepted and payment should be made in cleared funds i.e. cash, credit or debit card. All payments shall be made to Holiday at Home at the address on the Booking Form.

3. Damages and the Cautionary Damage Security Deposit

It is understood that the Client and their Guests will use the property lawfully, will not abuse or damage any facilities provided, and will comply with any health and safety or other policies or instructions notified to you by Holiday at Home or the Owner. The Guest will keep the Property and all furniture, fixtures and fittings at the Property in the same state of repair as at the start of the rental period. The Owner (or us acting on their behalf) may charge you for any additional, reasonable charges resulting from your stay where you have failed to comply with this paragraph. These charges are necessary in order to return the Property to its original state of cleanliness and tidiness for future bookings by other customers.

Holiday at Home will ask for a credit or debit card pre-authorisation before arrival. This is a temporary hold of credit or debit card details in case of any additional charges incurred, loss of contents or damage made to the Property above normal wear and tear and will remain in place until after departure. Whilst the card is not debited, pre-authorisation guarantees funds are available so a charge could be made.

Each property is inspected on departure. Any queries from the Owner will be addressed in writing to the Client by the agent Holiday at Home before a charge is made. Prior notification of the charges does not stop the Guest from being liable for damage they have created.

See also Points 7 and 8 regarding care of the property.

4. Cancellation/Refund Policy (See also 6. Cancellation Insurance) 

For Covid-19 affected bookings, please see separate terms and conditions on our FAQs page.

Any cancellation made by the Client, for whatever reason, shall be in writing and addressed to Holiday at Home at the address on the Booking Form. On receipt of notice of cancellation, attempts will be made to re-let the property by Holiday at Home for the period of the booking. If re-letting the property is successful for the whole period, all the monies paid less an administrative charge of £25 inc VAT per booking will be refunded. If re-letting the property for part of the period booked is successful, an amount equal to the money paid by the Client less the rental for the period which is not re-let and an administrative charge of £25 inc VAT will be refunded. If it has not been possible to re-let the property at all then all monies paid by the Client shall be forfeit to Holiday at Home.

It is strongly recommended that Cancellation Insurance is purchased at the time of booking, further details relating to this are set out in the paragraph below.

In the case that the property becomes unavailable, please see Point 18 regarding Holiday at Home’s responsibilities.

5. Change of Date

Holiday at Home may consider a request from a Client to change the dates of the booking after confirmation has been issued. The agreement will be given subject to all of the following conditions being met: if the property is available for the period requested, the request is received more than 8 weeks prior to the commencement of the rental (otherwise normal cancellation terms apply); the Client pays an administration fee of £25 (inc VAT) and any additional sums due.

6. Cancellation Insurance 

No refunds will be given on the cancellation of a booking by the client, except in the event of the property being resold as laid out in Paragraph 4, Cancellation/Refund Policy. We strongly recommend a Client takes out holiday insurance which may provide cover in the event of a cancellation.

7. Breakages or Damages

The Client is legally bound to reimburse Holiday at Home for replacement, repair or extra cleaning costs incurred as a direct result of the Client’s use of the Property on demand. Reasonable charges can be incurred for, but not limited to, cleaning of furnishings, replacement equipment, keys, towels or bedding soiled beyond normal wear. The Owner of a property reserves the right to refuse further bookings as a result of previous damage.

Please also see sections 3 and 8.

8. Care of the Property

8.1 The Client shall take all reasonable and proper care of the property and its furniture, pictures, fittings and effects in or on the property and leave them in the same state of repair and condition and in the same clean and tidy condition at the end of the rental period as at the beginning. The Client shall abide by all instructions regarding the use of the property and its fixtures and fittings as notified by Holiday at Home.

8.2 The Client shall take care not to leave personal possessions in the property on departure. Holiday at Home will make every effort to return high value items provided that the client notifies Holiday at Home within 24 hours of departure. Holiday at Home accepts no responsibility for personal possessions left in the property following departure. A charge will apply for the return of lost property.

9. Pets

For more information please read our Dog Terms and Conditions.

An extra charge per dog per night is applicable. A maximum of two dogs are welcome in some of our properties, and other properties are kept dog free. No pets other than dogs are permitted. Dogs are always to be properly controlled and supervised and must not be left unattended at the property. Dogs are not permitted in any of the bedrooms or on any of the furniture. Clients must clean up after all dogs inside and outside of the property, or extra cleaning costs can apply. Please be aware where a property is advertised as having an enclosed garden, this does not guarantee the garden is fully secure for all dogs.

Registered guide and hearing dogs belonging to those with visual and hearing impairments are allowed in all properties without charge.

Certain breeds of dogs are restricted from some of our properties, including Pit Bull Terriers, JapaneseTosa, Dogo Argentino, Fila Braziliero. Other breeds are unfortunately not welcome at Brompton Lakes, Holly House Farm and Greenbank Barns due to the proximity of the neighbouring properties; these are Rottweilers, Staffordshire Bull Terriers, Bull Mastiffs, English Bull Terriers and Japanese Akitas.

Guests with allergies should be aware that we cannot guarantee that there have been no dogs previously kept at the property, nor can we accept any liability for any suffering which may occur as a result of such pets having been present.

10. Period of Hire

Rentals commence from 4pm on the day of arrival and terminate by 10am on the day of departure, unless stated otherwise in writing from Holiday at Home. Guests may be permitted to extend their stay, arrive earlier, or stay later subject to availability. This must be by prior agreement in writing from Holiday at Home and will be subject to an additional charge from £40.

11. VAT

Many of the Owners are not registered for VAT, in which case no tax is payable. Where VAT is payable the tax is included in the Rental Fee, at the rate applicable on the date of payment. Holiday at Home reserves the right to adjust prices quoted by any means due to errors or omissions or changes in the VAT rate.

12. Use of Property

The number of persons occupying a property must not exceed the numbers stated in the booking agreement. In certain properties, babies in travel cots or children under the age of ten on ‘Z-Beds’ provided by Holiday at Home, and/or any combination, are permitted up to a maximum of two. There is an additional charge for Z-beds.

The property shall be used for personal and domestic purposes only for the duration of the rental. The property shall not be used for any commercial purposes without the consent of Holiday at Home. Holiday at Home reserves the right to refuse entry to the entire party if this condition is not observed, and generally in the case of any breach of these Booking Conditions by the Client where Holiday at Home consider such exclusion is reasonable.

13. Day Guests

Visitors in the day are allowed at properties, but a Client should advise Holiday at Home in advance of the number of guests that will be visiting. It is important that permission is granted so numbers satisfy health and safety as well as fire regulations. Where rules on day guests differ, it will be made clear in the booking confirmation.

14. Eligibility
Holiday at Home reserves the right to refuse any bookings, in particular bookings from a) groups of people under the age of 21, b) hen or stag parties c) groups whose numbers exceed twelve in total.

15. Complaints
Should there be any cause for complaint during the occupation of the property, Holiday at Home must be notified promptly and in case of serious problems confirmed in writing. Compensation will not be made for any complaints made after the Hire of the property has ended, or where a Client has prevented an opportunity to address a complaint during the Client’s stay.

Holiday at Home is an intermediary between the Client and the Owner of the property and will work to resolve any dispute; it cannot be held liable if one or both parties are dissatisfied with the outcome. Work taking place beyond the property boundary falls outside our responsibility, and Clients will be given prior warning where Holiday at Home is aware of potential disruption.

A complaint can be made via email at any time to [email protected] for the attention of the Directors. Should a complaint be made over the telephone, Holiday at Home may request a copy in writing.

16. Right of Entry
Holiday at Home, or its contractors, shall be allowed the right of entry to the property at all reasonable times for the purposes of inspection or to carry out any necessary repairs or maintenance. Under normal circumstances, we will always ask in advance for permission to enter.

17. Property Literature

All care has been taken to ensure the accuracy of each property description and all information is given in good faith and is believed to be correct. The Owner may be required to make amendments or choose to make improvements to a property between the time a Client books and the arrival date. Where a change might materially affect the property and the Client’s booking, Holiday at Home will communicate this with the Client as soon as they are made aware.


18.1 The following provisions set out the entire liability of Holiday at Home (including liability for acts or omissions of its employees, agents and subcontractors) to the Client in respect of: (1) any breach of these Booking Conditions; and (2) any representation, statement or tortuous act or omission including negligence arising under or in connection with the Contract.

18.2 All warranties, conditions and other terms implied by statute or common law are, to the fullest extent permitted by law, excluded from the Contract. Nothing in the Contract excludes or limits the liability of Holiday at Home for death or personal injury caused by negligence or fraudulent misrepresentation.

18.3 Subject to the total of clause 18: (1) Holiday at Home total liability in contract, tort (including negligence or breach of statutory duty), misrepresentation or otherwise, arising in connection with the performance of the Contract shall be limited to a sum equal to three times the rental fee; and (2) Holiday at Home shall not be liable to the Client for any type of indirect or consequential loss or damage, costs, expenses or other claims for consequential compensation whatsoever (however so caused) which arise out of or in connection with the Contract. Save for any rights under these Conditions and the Contract which may be exercised by Holiday at Home, no term of the Contract is enforceable under the Contracts (Rights of Third Parties) Act 1999 by a person who is not a party to the Contract.

Without prejudice, if the property which the Client has booked becomes unavailable or unusable for the date of the booking, then Holiday at Home’s obligation will be to (1) use their best endeavour to find a suitable alternative property, or failing which (2) to reimburse the Client for any monies paid. Notwithstanding any other provision of this Contract, neither Holiday at Home nor the Owner shall jointly or individually be deemed to be in breach of this Contract or otherwise be liable to the Client, for delay in performance or the non-performance of their obligations, due to any circumstance beyond their reasonable control, and the time for performance of that obligation shall be extended accordingly. Force Majeure covers, without limitation, fire, flood, exceptional weather conditions, epidemics, destruction, and damage of the Property by any cause other than the negligence of the Owner or Holiday at Home, and all similar situations. No compensation, costs, or other sums of any description (including without limitation the cost of securing an alternative property/accommodation) will be payable in such circumstances by either the Owner or Holiday at Home to the Client.

19. Communicating with the Client

For the purposes of the Data Protection Act 1998, Holiday at Home is the sole data controller of all personal data provided to Holiday at Home by Clients and prospective Clients. In order to process a booking Holiday at Home needs to collect certain personal data details from the Client, for example names and addresses of party members, credit/debit card or other payment details, special requirements, such as those relating to a disability or medical condition which may affect any party member’s holiday arrangements. If Holiday at Home needs any other personal details the Client will be told before they are obtained. Holiday at Home at times needs to pass these details on to other parties so that the holiday rental can be provided, for example the credit/debit card company, bank or insurance company. Holiday at Home also needs to process and store Clients’ personal details for its own administration, market analyses and operational reviews.

Holiday at Home would also like to store and use personal details for future marketing purposes (for example sending brochures or details of promotions which Holiday at Home feels may be of interest). All details given to Holiday at Home at any time will be kept, but only names, contact details and the booking preferences will be used for marketing purposes unless the Client chooses to opt out of this. Holiday at Home will respect the privacy of personal data and will comply with all relevant and current data protection legislation. Without written consent Holiday at Home will not make its mailing list or Clients’ personal data available for marketing purposes unless required to do so by a Court of Law. Competent jurisdiction will not disclose personal data to anyone. Holiday at Home can however supply promotional offers on behalf of third parties only where the Client has opted in and the offering is deemed relevant to the Client.


Holiday at Home does not warrant and is not responsible for the accuracy of any verbal information given or statements made by its employees, agents, or the owners of the properties.

21. Exclusive Offers

Holiday at Home may from time to time offer discounted rates for last minute bookings, these offers apply to new bookings only for the dates specified on the offer and cannot be used in conjunction with any other discount. Any disputes are at the discretion of Holiday at Home.


Changes to Our Terms and Conditions

Holiday at Home may revise these terms of use at any time. It is the responsibility of the Client to take notice of changes made as some of the provisions contained in these Terms may supersede provisions or notices published elsewhere by Holiday at Home.

Holiday at Home’s registered address is The Old Coach House, Broken Brae Farm, Richmond, North Yorkshire, DL10 7EY. Telephone: 01748 850333.


Covid-19: For up-to-date terms regarding cancellation or booking amendment policies for bookings affected by government guidance, please refer to our FAQs section which is regularly updated.

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