Terms & Conditions

Cancellation Policy

Cancellations made more than 21 days before the holiday start date are subject to a 30% cancellations fee, equal to the non-refundable deposit paid

Cancellations made within 21 days of the holiday start date will not be refunded unless we are able to re-let the property, at which point we will issue a full refund.

We suggest you take out the necessary holiday insurance to cover any losses.

Booking Policy

Check-in: 15:00 – 21:00 (Early or late check-ins may be available upon request)

Check-out: 11:00

Well-behaved dogs are permitted provided you clean up after them.  Please keep them with you at all times as there are electric fences and livestock in the area.

No disposable BBQs

Bedding, linen and dressing gowns/slippers for hot tub are included

Please be conscious of noise levels for fellow guests and other canal users;

No smoking indoors

Terms & Conditions

1. Your booking

1.1. We reserve the right to accept or decline bookings entirely at our discretion.

1.2. Your contract with us will begin when we issue you with your booking confirmation. Your contract with us will be on the terms set out in these terms and conditions.

1.3. All bookings are formally confirmed when we issue you with your confirmation invoice or booking receipt.

1.4. You, as the person making the booking, will be responsible for all members of your party. You, as the person in charge of your party, must be at least 18 years old at the time of booking.

1.5. We can only discuss your bookings (including any changes) with you, we cannot discuss the booking with another member of your party unless you give express consent for us to do so.

2. Paying for your Accommodation

2.1 You must pay us 30% of the total amount payable for your booking at the time of booking.  The balance of 70% is due 21 days before your holiday start date.

2.2 Promotional offers will only be applied if they are valid and quoted at the time of booking. Promotional offers cannot be combined, nor can they be used retrospectively to apply to existing bookings. In addition, we reserve the right to change or withdraw a promotional offer at any time by amending or removing details of these offers from the relevant sections of our website.

3. Pricing for our Accommodation

3.1. We periodically review and amend the prices we charge for our Accommodation. For the most up to date pricing information please check the section of our website relating to the Site or call us directly. We will confirm the price of your Accommodation at the time you make your booking and in your confirmation invoice.

3.2. All prices given in our brochures, by telephone, on our website or in any leaflets relating to the Site include any charges for water, gas, electricity, and oil that may be applicable to the Accommodation selected.


4.1. Your Accommodation booking is a contract for the provision of leisure services on a specific date or dates and this means that you do not have a statutory right to change your mind and cancel the contract. We do, however, offer you the right to cancel your contract subject to the provisions of this Section.

4.2. If you wish to cancel a confirmed booking you must let us know by email or in writing as soon as possible and, in any event, 21days prior of your booking. Your booking will be cancelled with effect from the day we receive your email or written notification, subject to us deducting cancellation charges as set out in Section 4.3 below.

4.3. Our cancellation charges are calculated according to the time between when we receive notification from you that you wish to cancel your booking and the start of your booking. Our cancellation charges are set out in the table below:

No. of days prior to booking start date

Cancellation charge

More than 21 days – 30% of the booking charge

Less than 21 days – 100% of the total booking charge.

If we are able to re-let the unit, then we will provide a full refund of the booking charge paid.

If you cancel your booking after the booking start date, we will not issue any refund for any remaining nights of your booking.

We strongly recommend you take out holiday insurance to compensate you in the event of cancellations.

5. If we need to change or cancel your booking

5.1. We do not expect to have to make changes to your booking, however sometimes problems happen, and bookings have to be changed or cancelled. We will only change or cancel your booking:

5.1.1. if necessary to perform or complete essential remedial or refurbishment works; or

5.1.2. for other reasons unforeseen at the time you made your booking which are beyond our reasonable control. This may include occasions where the accommodation becomes inaccessible due to a Meteorological Office Severe Weather Warning or other severe weather event.

5.2. If we need to change or cancel your booking for the reason set out in Section 5.1.1, we will do our best to offer you a suitable alternative booking. If we are not able to offer you a suitable alternative, or if you do not accept the alternative we offer, the booking will be deemed cancelled and we will refund you the total amount you have paid us for the booking.

5.3. If we do need to change or cancel your booking for the reasons set out in Section 5.1.1, we will only be responsible for foreseeable losses that you suffer as a result of that change or cancellation, and we will not be responsible for any unforeseeable losses you suffer as a result of that change or cancellation. A loss is foreseeable if it is an obvious consequence of our change or cancellation of your booking or if it was contemplated by you and us at the time we entered into this contract.

5.4. If we need to change or cancel your booking in line with 5.1.2 because it becomes impossible to deliver the booking due unforeseen events beyond our reasonable control, we’ll do our best to offer you a suitable alternative booking for either the same dates or alternative dates. If you don’t accept the alternative we offer, the booking will be deemed cancelled and the amount paid will be refunded.

6. Special requests

6.1. Special requests must be requested at the time of booking. Whilst we will do our best to accommodate you, we cannot guarantee that we will be able to meet any request.

7. Group bookings

7.1. If you want to use the Site for a group, you must contact us and tell us prior to booking and obtain our prior agreement to any such use.

7.2. Our site has rules and practical requirements for group bookings, which may be made available on our website or otherwise communicated to you. Please ensure that you understand these rules and practical requirements before making any group booking.

7.3. Please note that if you fail to comply with our rules on group bookings as set out in this Section 8, we may need to exercise our rights under Section 13 (“Our right to evict”).

8. Visitor standards and behaviour

8.1. You must only use the Accommodation for the purposes of your holiday. You must not use the Accommodation for any other purpose, including without limitation for any business purposes, without our prior written consent.

8.2. You must keep the Accommodation and any contents clean and tidy and leave them in the same condition as when you arrived.

8.3. You must not use the Accommodation, or allow it to be used, for any dangerous, offensive, noisy, illegal or immoral activities. You must not cause any nuisance or annoyance to any neighbours or anyone else during your stay.

8.4. Smoking is not permitted in any part of your Accommodation. Please note smoking includes use of vapours and/or e-cigarettes. You and your party must not smoke inside your Accommodation.

8.5. You and your party may only use a firepit or barbeque on Site if it is supplied by us and is placed outside and raised off the ground. You and your party must not use other barbeques, gas stoves, naked flames or cooking equipment anywhere on the site.

8.6. Dogs permitted on site, but most not be left unattended or allowed to make excessive noise.  Owing to the proximity of livestock, they must be kept on a lead at all times when outdoors.  You must clear up after your dog(s).

8.7 We encourage low noise levels at all times, out of respect to fellow guests and canal users, but especially after 10:30pm.

8.8. The canal is not safe for swimming, and guests should not do so at any time.

8.9. Please note that if you do not comply with the standards and behaviours set out in this Section 9, we may need to exercise our rights under Section 13 (“Our right to evict”).

9. Maximum occupancy for your Accommodation

9.1. You must ensure that the maximum number of persons occupying the Accommodation does not exceed the maximum occupancy limit. You must not bring additional camp beds to the Accommodation.

10. Damage to the Accommodation or its contents

10.1. If you discover that anything is missing or damaged on arrival at your Accommodation you must notify us immediately.

10.2. You will be responsible for the cost of any damage to the Accommodation or its contents caused by you or by any member of your party or animal brought with you.

11. If you have a problem or complaint

11.1. We take care to ensure that our Accommodation and our site is of a high standard. However, if you have any problems with your Accommodation or Site, please contact us immediately and give us the opportunity to resolve it.

11.2. If you have an unresolved complaint at the end of your stay, please contact: graham@heygateslodging.couk

11.3 In considering any complaint, we’ll consider whether we have been given the opportunity to investigate it and put matters right.

11.4. Please note that we will not tolerate any written, verbal, or physical abuse towards any of our staff or representatives.

12. Our right to evict

12.1. We may terminate our contract with you and ask you to leave your Accommodation and the Site immediately (without any compensation being payable) if:

12.1.1. we consider that you or your party have committed a serious breach of these terms and conditions;

12.1.2. we consider that your or your party’s behaviour endangers the safety of our visitors or staff;

12.1.3. any complaints are made of anti-social or unacceptable behaviour against you or your party;

12.1.4. you or your party cause an unreasonable amount of damage to the property or its contents; or

12.1.5. you exceed the maximum occupancy limit for your Accommodation.

13. Our liability to you

13.1. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is foreseeable as a result of our breach of these terms and conditions or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into this contract.

13.1.1. Nothing in these terms and conditions is intended to limit our liability for:

13.1.2. death or personal injury caused by our negligence;

13.1.3. fraud or fraudulent misrepresentation on our part; or

13.1.4. any breach of the terms implied by Section 10, 11 and 13 of the Consumer Rights Act 2015.

13.2. Nothing in these terms will affect your legal rights in respect of your booking. For a fuller explanation of your legal rights please visit the Citizens Advice website www.adviceguide.org.uk or call 03454 040506.

14. Events beyond our control

14.1. We will not be responsible for any failure to perform our obligations under these terms and conditions that is caused by an event outside our control.

14.2. An event outside our control means any act or event that is beyond our reasonable control, including without limitation severe weather event, drought, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, strikes or industrial action by third parties, terrorist attack or threat of terrorist attack, war or threat of war, civil commotion, riot, invasion, or failure of public or private telecommunications networks.

15. Some practical information for your stay

15.1. Your check-in and departure times will be set out in your booking confirmation/Site Specific Rules. If you do not leave the Accommodation by the required departure time, we reserve the right to charge you a late checkout fee to cover any costs we incur.

15.2. If you leave any of your possessions behind at your Accommodation, please contact us as soon as possible. We will hold lost property for 3 months where possible and arrange for these to be returned to you via Royal Mail at your cost.  Perishables will be disposed of immediately and are therefore unreturnable. In addition, we will only be able to return items permissible by Royal Mail.

15.3. Our site is in a rural area, and it is important that you and your party do not interrupt or endanger the livelihood of those working at the property or on the surrounding land.

15.4. Bats and other wildlife are present at our site. Any disturbance caused by wildlife should be reported to us immediately and reasonable steps will then be taken to assist. Please remember that bats are a protected species, and it is illegal to interfere with them or their habitat.

15.5 In the case of a fire, fire points are listed in your welcome pack. Act immediately but try to stay calm. Stay low in case of smoke or fumes. If you’re in bed, roll off the bed and crawl to the door. Don’t waste time getting dressed or searching for valuables. To waken anyone who may be asleep, shout, “Fire! Everyone out!”

15.6 There is a first aid box in each Lodge, however if you seek further assistance, please notify us.

16. Entire Agreement

16.1. This agreement constitutes the entire agreement between you and us and supersedes and extinguishes all previous promises, representations and undertakings.

16.2. No one other than a party to this contract shall have any right to enforce any of its terms.

17. Data Protection

17.1. We may communicate with you from time to time about your booking and your experience with us and will use your data in accordance with our privacy policy.

18. Governing Law

18.1. These terms and conditions are governed by English law. You and we both agree to submit to the exclusive jurisdiction of the English courts.