Hire

Terms of service

TERMS AND CONDITIONS – HIRING OF CARAVAN HOLIDAY HOME

Please read these terms and conditions carefully before you submit your booking to us. These terms apply only to booking contracts made with us on-line or by phone.

These terms, together with your booking confirmation and the information provided on our website and in our brochure tells you who we are, how we will provide services to you, how you and we may change or end the contract, what to do if there is a problem and other important information. If you think that there is a mistake in these terms, please contact us.

In this Agreement “You” refers to the person(s) who makes the booking (lead name), “We” or “Us” refers to the owners of Coastdale Parks and “Park” refers to the individual park where you have made your booking. “Agreement” refers to the contract between us based on these terms and conditions, any other conditions referred to in our brochure and website, anything else we agree in writing and the terms of any promotional offers.

“Accommodation” means any holiday home used for hire purposes only. “Services” refers to the supply of utilities to a Holiday Home/Accommodation. “Amenities” means the park’s reception, playground and bar.

Who we are. We are Coastdale Parks, a trading name of Normanhurst Enterprises Limited, a company registered in England and Wales. Our company registration number is 01236157 and our registered office is at 9 Burscough Street, Ormskirk, Lancashire L39 2EG. Our registered VAT number is 156349253.

How to contact us. You can contact the individual park by using the telephone number listed on the website.

How we may contact you. If we have to contact you, we will do so by telephone or by writing to you at the email address or postal address you have provided.

"Writing" includes emails. When we use the words "writing" or "written" in these terms, this includes emails.

Nothing in this Agreement will reduce your rights relating to sub-standard or misdescribed services. For further information about your rights please contact your local authority Trading Standards Department or Citizens Advice Bureau (visit www.citizensadvice.org.uk or call 03454 04 05 06).

1. Postponement and cancellation

This clause explains when you, or we, may cancel or agree to postpone your holiday due to Government restrictions. We prefer that you postpone but will always allow you to cancel where the law gives you the right to do so.

The rights in this clause are additional to any other rights either of us may have in our terms and conditions.

1.1 We promise to keep all our customers safe. We ask you not to book if the law prevents you visiting or staying with us, or if Government guidance means that you should not visit or stay with us even if the law still allows you to. Our promise also means that there are limited circumstances in which we may need to cancel your holiday.

1.2 Either of us has the right to cancel your holiday, or any unused days, if the law prevents you from visiting or staying with us. If your holiday has not started, then we will refund your booking in full less any costs we have already incurred on your holiday which we cannot recover elsewhere (“Direct Costs”). If your holiday has started, then we will refund in full any days unused when we cancel, again less any Direct Costs. We will not charge an administration fee.

1.3 Either of us also has the right to cancel your holiday, or any unused days, if Government guidance means that you should not visit or stay with us, even if the law still allows you to do so. If your holiday has not started, then we will refund your booking in full. If your holiday has started, then we will refund in full any days unused when we cancel. We will not charge an administration fee and we will not deduct any Direct Costs.

2. Changes to our facilities and services

2.1 We may make reasonable changes to the facilities and services at the park provided these changes do not substantially reduce their quality. Our changes may reflect changes in relevant laws and regulatory requirements or implement minor technical adjustments and improvements, for example to address a health and safety risk. Please bear in mind that the availability and opening times of facilities may vary depending on the time of year.

2.2 If we make changes to the facilities and services at the park which substantially reduce their quality, we will give you the choice between confirming your booking, agreeing new booking dates with us or cancelling. If your holiday has not started and you decide to cancel, then we will refund your booking in full. If your holiday has started, then we will refund in full any days unused when we cancel. We will not charge an administration fee, and we will not deduct any Direct Costs.

2.3 Please note that where the accommodation also includes use of a hot tub, this will not be available for use on the morning of departure. This is due to the need to clean the facility prior to the arrival of the next guests - this will be done from 8.30am.

3. Our Contract

4. 3.1 This agreement allows you to book one of our caravan holiday homes for hire at the park (inclusive of services and amenities).

3.2 When you make a booking request, you are offering to hire one of our Caravan holiday homes, and you’re agreeing to comply with the park’s rules which may be amended from time to time, a current copy of which has been provided with this Agreement. We will notify you in writing to your current home address of any changes to the park rules (see also https://www.coastdaleparks.co.uk/terms-of-service).

3.3 The agreement between you and us starts:

3.3.1 if you are booking by phone, when we accept your deposit (or full payment if you are booking less than 84 days before the start of your holiday), along with payment by debit/credit card or cheque for the amount indicated to You (cheques should be made payable to the holiday park you book with), and issue you with a written confirmation;

3.3.2 if you book online, when the booking is confirmed by us in writing to you or by phone.

3.3.3 if you book in person at reception, your booking will be confirmed immediately.

3.4 In all cases, we will issue you with a booking confirmation stating the key information of the booking and a receipt for the payment made, as soon as practically possible. Please inform us of any discrepancy within 7 days, unless your holiday is to start within 14 days, in which case you should inform us within 24 hours.

3.5 The lead person making the booking accepts the contract on behalf of all members of their party and must be aged 18 or older and legally authorised to enter into the contract. The lead name is responsible for making sure that everyone understands and agrees all the terms of the contract. Please note that the total number of people in your party (including children over the age of 2) mustn’t exceed the capacity of your caravan - as stated on our website and brochure. We reserve the right to refuse to hand over a caravan to you without refund or compensation, if the stated capacity of your caravan is exceeded.

3.6 If you visit the park as a group and are unruly or anti – social, you will be asked to leave the park immediately and no refund given.

3.7 If you or any member of your party has any medical problem or disability that may affect your booking, do please tell us before you confirm your booking and give us full details in writing as early as possible so we may do our very best to try to accommodate your requirements. We do offer a limited number of holiday caravans on a level pitch which also have full access to the park’s reception and facilities.

3.8 If despite our best attempts we are unable to properly meet that person’s particular needs, we will refund your money.

3.9 We have designed our holidays with families and couples in mind so do not accept bookings from groups of people under the age of 21, and for the same reason we don’t permit stag or hen parties.

3.10 If we are unable to accept your booking, we will inform you of this in writing as soon as possible, refund any payment or deposit in full and not charge you for any services. If you decide to cancel your booking, please let us know your circumstances as soon as possible. Your cancellation is only effective from the date we receive written confirmation, which we will acknowledge. If you cancel 12 weeks or more prior to the intended holiday arrival date, your deposit will be refunded. If you cancel within 12 weeks of the intended arrival, and despite our best efforts we are unable to re-let the caravan, the charges listed below will be applied to your booking.

Notice Received of Cancellation

(number of days before arrival date that we receive notice to cancel) - Cancellation charge

More than 84 days - n/a

29-84 days - Full deposit due

15-28 days - 50%

8-14 days - 75%

7 days or less - 100%

3.11 For the purpose of the table above, total booking cost means the total cost of the holiday caravan booking, plus any extras that have been requested and charged for. Please note that we do NOT offer cancellation or curtailment insurance and you are strongly recommended to make your own arrangements if you require extra peace of mind.

3.12 We will refund any balance of money paid to you within 14 days of receipt of your cancellation by the same method of payment as you originally used.

3.13 If the performance of our accommodation or services at the park is affected by exceptional circumstances outside of our control (such as war, riot, civil strife, terrorist activity, industrial disputes, natural disaster, adverse weather conditions, epidemics, fire and other situations, actual or threatened), we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event but if there is a risk of substantial delay you may contact us to end this Agreement and receive a full refund for any services you have paid for but not received.

3.14 We may have to suspend accommodation or services at the park from time to time to:

a) deal with technical problems or make minor technical changes;

b) update our services to reflect changes in relevant laws and regulatory requirements; or

c) make changes as requested by you or notified by us to you.

3.15. If we need to suspend any services to the caravan we will contact you in advance, unless the problem is urgent or an emergency. If we suspend the service for longer than 48 hours in any 14-day period we will adjust the charge for the relevant service so that you do not pay for services while they are suspended. If we suspend the service for more than 7 consecutive days you may give us notice to terminate this Agreement (unless we have suspended a service in the circumstances described at clause 1.14 when you will have no right to terminate).

4. Making Changes

4.1 If you wish to make a change to the Agreement after you have signed it please contact us and we will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the caravan holiday or pitch, their timing or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to continue with the change. 4.2 We may change the services we provide to you under the Agreement:

4.2.1 to reflect changes in relevant laws and regulatory requirements we are obliged to implement; and

4.2.2 to implement minor adjustments and improvements to the Park and the services we provide (and where at all possible these changes will not affect your use of the Park).

4.3 If we wish to make any significant changes to the Agreement we will notify you in writing and if you do not agree to the changes you may contact us to end the

Agreement and receive a pro rata refund of the total booking cost for the remainder of your intended stay following termination.

5. Price and Payment

5.1 The price of the holiday covers the hire of holiday accommodation for the people specified on your booking confirmation, one (1) domestic vehicle, bed linen, services and amenities, at any one time, for the agreed duration.

5.2 Please note that any optional extras may be subject to additional charges to reflect your booking requirements.

5.3 The price of your accommodation includes VAT. If the rate of VAT changes between your booking date and the date for payment we may adjust the rate of VAT that you pay (unless you have already paid for any services in full before the change in the VAT rate takes effect).

5.4 You are solely responsible for arranging any insurance cover in respect of the cost of cancelled holidays with us.

5.5 You are also responsible for all damage or breakages caused by you and/or members of your party to the caravan or its contents (including the cost of any work needed to put this right). This includes responsibility for paying for this damage. You may need to check and sign an inventory for the holiday accommodation and its contents upon arrival at the park. If you discover that anything is missing or damaged on arrival, please notify us immediately.

5.6 When you book, you should pay the deposit amount then due. The deposit payable is calculated as a % of the total booking cost and is as shown in the table below:

Season - Deposit per booking (%) .

Our low deposit and stage payment scheme allows you to pay a deposit of £50 followed by stage payments until the full balance has been settled. The final payment must be made before the normal due date as stated in these terms and conditions.

5.6.1 The differentials in seasons will be determined annually and will be displayed on our website. The balance of your payment must be made 56 days before the start of your holiday. Details of the balance payable and the date by when it needs to be paid will be stated on your booking confirmation that we will send to you once you have made your booking with us. If you book your holiday less than 56 days before the start date, you must pay the full amount of your holiday at the time of booking.

5.6.2 A reminder will normally be sent to you one week before the commencement of the holiday, but the ultimate responsibility for timely payment is yours. If you fail to make payment by this date we reserve the right to cancel and no refunds will be made.

5.6.3 Occasionally, we have offers that give you the chance to book holiday homes with a deposit that is lower than usual. We will give you details of any extra terms that may apply to the offer before, or when, you make your booking. You should read these in conjunction with these booking conditions. If you cancel, you must also pay all cancellation charges that may apply (see section 1). We can also decide to extend any offer.

5.6.4 At the time of making the booking you agree to the terms and cannot request the application of any discount codes that have been released after the date of making the original booking nor can you cancel and receive a refund to then rebook with the discount.

6. Obligations

6.1 Our obligations under this Agreement are as follows:

6.1.1 to maintain public and products liability insurance for the Park to a minimum value of ten million pounds (£10m) per claim;

6.1.2 to provide any agreed services and amenities using reasonable care and skill; and

6.1.3 to charge for utilities only in accordance with the requirements of the law.

6.2 Your obligations under this Agreement are as follows:

6.2.1 to pay the price of the holiday and any other sums due under this agreement;

6.2.2 to tax and insure your motor vehicle as if the same were used on a public road;

6.2.3 to safely park your vehicle with due regard to the safety of other park users;

6.2.4 to comply with all conditions in our site licence (available on display in the reception) and the park rules in force from time to time (a current copy of the rules is attached to this Agreement) as well as any safety instructions we may give at the park

6.2.5 to vacate your holiday accommodation by the required time stated on your booking confirmation on or before the last day agreed for your stay

7. Payments

7.1 Any additional amounts due to us, for extras or otherwise, will be notified to you and additional invoices will be payable before you leave the site. Payments should be made in cash, or by debit or credit card.

7.2 Any payments not received in cleared funds within 7 days of their due date will incur interest from such date until payment at three percent (3%) per annum over the base rate. This shall not apply to any sums you do not pay because you dispute any part of a booking invoice (but interest will be payable from the seventh day following any agreement to pay undisputed sums).

7.3 It is always possible that, despite our best efforts, the fee for the particular services we provide to you may be incorrectly priced. We will normally check prices before accepting your booking so that, where the correct fee at your booking date is less than our stated fee, we will charge the lower amount (and if the correct fee at your date of booking is higher, we will contact you for your instructions before we accept your booking). If we accept and process your booking where a pricing error is obvious and unmistakable and could reasonably have been recognised by you as a mispricing, we may end the contract, refund you any sums you have paid and not perform the services.

8. Statutory Rights

8.1. Nothing in these conditions will reduce your stator rights as a consumer. For further information about your statutory rights contact your local authority Trading Standards Department or Citizens Advice Bureau.

9. Data Protection

9.1. We will comply with applicable data protection legislation from time to time and will use the personal information you provide to us to:

9.1.1 provide services at the Park;

9.1.2 process your payment for use of the caravan and for any services; and

9.1.3 if you agreed to this during the booking process, to inform you about similar products that we provide (but you may stop receiving these communications at any time by contacting us).

9.2 We will only give your personal information to third parties where the law either requires or allows us to do so or where you have expressly agreed to our doing so.

10. Ending the Agreement

10.1 This Agreement will expire when the duration of your agreed stay, as noted in your booking confirmation, is over. The Agreement may be terminated before that time in the following circumstances:

10.1.1 you have given us seven (7) days’ notice where we have suspended services for an unreasonable period;

10.1.2 you have given us seven (7) days’ notice where we have notified you of a change you do not agree to; or

10.1.3 either you or we have given notice to the other party to terminate the Agreement because the other party is in breach of its terms (and in the case of a breach which can be rectified that party has not complied with written notice to remedy the breach within the time reasonably requested).

10.2 Any notice of termination must be in writing, or by email to the individual park where you made your booking.

10.3 If we end the Agreement because you are in breach of its terms we will charge you for any costs we may incur as a result of ending the contract.

11. General

11.1 We may transfer our rights and obligations under this Agreement to another organisation. We will always tell you in writing if this happens and we will ensure that the transfer will not affect your rights under the contract. You may only transfer your rights or your obligations under these terms to another person with our written consent.

11.2 This Agreement is between you and us. No other person shall have any rights to enforce any of its terms.

11.3 Each of the clauses of this Agreement operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining clauses will remain in full force and effect.

11.4 If we do not insist immediately that you do anything you are required to do under these terms, or if we delay in taking steps against you in respect of your breaking this Agreement, that will not mean we agree with your actions or prevent us from taking steps against you at a later date. For example, if you miss a payment but we continue to provide the services, we can still require you to make the payment at a later date.

11.5 We aim to make sure that the information provided by us in this contract is presented accurately on our website, in brochures and other promotional literature or material we produce and provide. There may be small differences between the actual caravans and pitches and their description or dimensions. This is usually because we are always aiming to improve our accommodation, services and amenities. Please note that photographs of our holiday accommodation are illustrative only and furnishings, layout and decoration may vary. Occasionally, problems mean that some amenities or services are not available or may be restricted. If this happens, we will tell you as soon as reasonably practicable after we become aware of the situation. Where Wi-Fi is an advertised facility please note that its provision is subject to availability & network conditions. It may not be available 24 hours. We will not accept any bookings if you are wholly reliant on the uninterrupted provision of Wi-Fi. Download limits and additional charges may apply, please check with the park when booking. We cannot accept responsibility for any changes or closures to local services or visitor attractions mentioned in the brochure or on our website, or elsewhere. We make all reasonable efforts to make sure that information we give you about your caravan and its facilities or services, is accurate and complete on the date given.

11.6 If you want to complain about any aspect of our performance, we will want to have the opportunity to sort out your complaint as soon as possible. You are requested to take the matter up with the Park Manager in the first instance. If you are still unhappy, you are requested to email our Customer Services team at customercare@normanhurst.net and we will endeavour to reply to you within 7 days.

11.7 These terms are governed by English law. If a dispute arises that we cannot resolve informally you may want to contact the alternative dispute resolution provider we use. You can submit a complaint to the British Holiday & Home Parks Association via their website at www.bhhpa.org. Alternative dispute resolution is a process where an independent body considers the facts of a dispute and seeks to resolve it, without having to go to court. You can also choose to bring legal proceedings in respect of any dispute related to this Agreement in the English or Welsh courts. If you live in Scotland you can bring legal proceedings in respect of the services in either the Scottish, English or Welsh courts. If you live in Northern Ireland, you can bring legal proceedings in respect of the services in either the Northern Irish, English or Welsh courts.

Touring & Motorhomes

Postponement and cancellation

Touring Booking Terms and Conditions

1. This clause explains when you, or we, may cancel or agree to postpone your holiday due to Government restrictions. We prefer that you postpone but will always allow you to cancel where the law gives you the right to do so. The rights in this clause are additional to any other rights either of us may have in our terms and conditions.

Changes to our facilities and services

2. We may make reasonable changes to the facilities and services at the park provided these changes do not materially reduce their quality. Our changes may reflect changes in relevant laws and regulatory requirements or implement minor technical adjustments and improvements, for example to address a health and safety risk.

2.1 If we make changes to the facilities and services at the park which materially reduce their quality, we will give you the choice between confirming your booking, agreeing new booking dates with us or cancelling. If your holiday has not started and you decide to cancel, then we will refund your booking in full. If your holiday has started, then we will refund in full any days unused when we cancel. We will not charge an administration fee, and we will not deduct any Direct Costs.

Booking Conditions

3. We cater for families and couples and do not accept bookings from large groups. We reserve the right to refuse any booking.

3.1 Bookings can be made in the following ways:

• By telephone

• Online

3.2 The person who signs the booking form is responsible for the booking and warrants that they are over 18 years of age and that the party will not exceed the numbers stated on the booking form. This is also an acceptance and acknowledgement that the information supplied in relation to all the details of the Motor Home or Touring Caravan, including the size, is correct.

This Contract

4. This contract is with Coastdale Parks, 9 Burscough Street, Ormskirk, Lancashire, L39 2EG. A contract exists as soon as we have issued our confirmation form and you should please check this carefully to see that it reflects yours wishes. Please inform us of any discrepancy within 7 days unless your holiday is to start within 14 days, in which case you should inform us within 24 hours.

4.1 The terms contained in this contract do not affect your statutory rights.

The Price of the Holiday

5. To confirm your booking you must pay a deposit of 30% of the total cost of the holiday. There is a minimum charge of the price of a one night stay. The price will not be subject to any change unless the rate of VAT changes in between your booking date and when final payment is made when we may adjust the VAT rate you pay (unless you have already paid for any services in full before the change in the VAT rate takes effect).

5.1 Our low deposit and stage payment scheme allows you to pay a deposit of £50, followed by stage payments of any amount until the full balance has been settled. The final payment must be before the normal due date as stated in these terms and conditions.

5.2 The balance of the price of your holiday must be paid at least 56 days before the start date. No reminder will be sent to you. If the balance is not paid by the deadline then we are entitled to cancel the holiday and retain your deposit, unless we are able to re-let the pitch in which case we will refund your deposit, less any incurred expenses. We will confirm the deadline date for final payment when we confirm your booking.

Cancellation of the Holiday by you

6. You may cancel your holiday at any time. Cancellation will be effective on the date it is received by us. However cancellation charges are payable as follows:

More than 84 days N/a

29-84 days Full deposit

15-28 days 50% of total holiday cost

8-14 days 75% of total holiday cost

7 days and under 100% of total holiday cost

Change or Cancellation of Holiday by us

7. If we are unable to provide the booked holiday and have had to cancel before the holiday is due to start, you are entitled to a full refund of the money you have paid.

8. This will include unforeseeable or unusual occurrences beyond our control to include war, threat of war, riot, terrorist activity, natural or nuclear disaster, fire and flooding.

Holiday Behaviour Standards and Termination

9. By making a booking with us you have entered a contract in which you agree to, on behalf of yourself and the people in your party (including children), to keep to the following standards of behaviour:

• To act in a courteous and considerate manner towards us, our staff and anyone else on the Park, including other customers.

• To supervise children properly so that they are not a nuisance or danger to themselves or to other people using the Park.

9.1 You further agree that you will not:

• Commit any criminal offence on the park or in its vicinity or undertake any criminal activity;

• Commit acts of vandalism or nuisance on the Park or in its vicinity;

• Keep or carry any firearm or any other weapon on the Park ;

• Keep or use any unlawful drugs on the Park or in its vicinity;

• Create any undue noise or disturbance or commit antisocial behaviour at the Park on in its vicinity;

• Carry on any trade or business whilst on the Park.

9.2 Quiet hours are from 11.00pm until 8.30am. Please respect your fellow guests and keep noise to an absolute minimum.

Health and Safety

10. We take the wellbeing and safety of our guests very seriously and we ask that you comply with the following:

10.1 The speed limit on the park is 5mph. mph.

10.2 All vehicles must conform to the Road Traffic Act and have current tax, MOT and insurance. The provisions of the Highway Code apply to the roads on the park.

10.3 Guests are not allowed to bring Lorries or other commercial vehicles onto the park. This includes motorised scooters.

Nothing in these rules prevents the use of a disability scooter where this is required to support a disability.

10.4 No mechanical or repair work is to be undertaken on the park, with the exception of emergency breakdown agencies;

10.5 Only one vehicle can be parked next to the pitch. All other vehicles including trailers must be parked in the main parking area and even then only by prior arrangement

made at the time of booking. The number of vehicles on the park per booking, should not exceed one.

10.6 In the unlikely event of a natural disaster or emergency requiring implementation of the park’s Emergency Action Plan you will be notified by our Management.

10.7 Please make yourself aware of your nearest fire point. This information can be found displayed in Reception.

10.8 Our full health and safety policy and Emergency Action Plan are displayed for inspection in Reception.

Dogs and Other Pets

11. You must not bring any pets or animals when you visit the Park except the following: Not more than 2 dogs(s) (other than any of the breed’s subject to the Dangerous Dogs Act 1991).

11.1 If you bring your dog with you when you stay with us you must:

• Keep the dog on a short lead on the park at all times ;

• Clean up after your dog;

• Use the designated bins provided for dog waste;

• Do not leave your dog unattended at any time and always in the care of a person aged 18 years or over;

• Do not permit your dog to cause a noise nuisance to other guests

11.2 We reserve the right to ask the owner to remove their dog from the park if it is a nuisance or danger to others.

General

12. You must not have external fires, including incinerators. However, adequately supervised barbecues are permitted with the prior permission of the park.

12.1 Only breathable type ground sheets are permitted on grassed areas.

12.2 The use of generators is not permitted.

12.3 Cutting or damaging trees and other vegetation is strictly prohibited and the natural conditions are not to be disturbed. This includes tying ropes to or driving into trees.

12.4 Please note that should you wish to extend your stay beyond the booked dates, although we will try to accommodate your request we are unable to guarantee either the extension or that the same pitch will be available.

12.5 No refunds will be given if guests depart prior to the end of the booked holiday, unless they do so as the result of the breach of some obligation on our part which would justify cancelling the holiday.

12.6 The prices listed include VAT.

12.7 The information supplied on the Booking Form will be stored securely on computer for administrative purposes.

12.8 The information supplied will only be kept as long as it is necessary to administer your booking, and to fulfil any regulatory requirements.

12.9 If you wish from time to time to receive news of special offers from our park please tick the appropriate box on the booking form, which will confirm your assent to these terms.

Pitches

13. The size of your unit inclusive of the tow bar (in metres) must be stipulated at the time of booking to ensure that the allocated pitch is large enough. Should you subsequently alter your requirements we cannot guarantee to provide an appropriately sized pitch.

13.1 Please advise us if you are likely to arrive later than 9pm. If we have not heard from you within 48 hours of your expected arrival and you have not notified us of the reason for your delayed arrival we will consider you to have cancelled your booking.

13.2 All pitches must be vacated by 10am on the day of your departure otherwise an additional night’s pitch fee will be charged. You are requested not to arrive before 12 noon and no later than 10pm.

13.3 Every endeavour will be made to allocate guests the pitch of their choice, however, it must be clearly understood that acceptance of a booking is not conditional on the allocation of a particular pitch.

13.4 Your pitch number and directions to it will be confirmed on arrival. If you are in any doubt whether you are on the right pitch please check with a member of staff. Any guest on the wrong pitch will be required to move.

13.5 Please note that where you have paid for an awning, the cost will not be refundable in the event of the weather preventing you from using

it.

Complaints

14. If you have a complaint about anything during your holiday, please raise it with a member of our staff immediately.

14.1 If you wish to pursue a complaint following your departure please email:

customercare@normanhurst.net or write to us at: Coastdale Parks, 9 Burscough Street Ormskirk Lancashire L39 2EG, within 7 days of your departure. However we do ask that where possible, you raise your complaint while you are on holiday.

The following terms apply to Seasonal Touring Bookings where applicable. Seasonal Tourers - Additional Terms and Conditions

15. Please leave the curtains open while the caravan is unoccupied to allow for visual inspection.

15.1 We are not responsible for any loss or damage to your property.

15.2 Seasonal Tourers must remain roadworthy and be kept in a good condition at all times both structurally and decoratively. In the event of non-compliance the company may give the owner two months’ notice to either bring the condition of the caravan to the required standard or they will be asked to remove the caravan from the park.

15.3 Caravans must be fully insured, have third party liability cover and certification must be provided to us as this is a condition of booking acceptance.

15.4 No construction or unauthorised work of any sort is to be undertaken on the pitch.

Seasonal Tourers - Pitch Fees

16. Existing customers wishing to renew their annual seasonal tourer booking must do so by 30th November of the previous year. A 30% deposit of the total pitch fee due is payable by the same date and this will be non-refundable unless you are entitled to have it returned to you as the result of a breach of obligation on our part.

16.1 Acceptance of the booking does not guarantee a particular pitch. We reserve the right to offer an alternative pitch and/or move a caravan to a new pitch. You should discuss your pitch requirements with the park owner/manager at the time of booking.

16.2 Any pitch not reserved by existing customers by 30th November will be made available to other applicants on a first come, first served basis.

16.3 The balance of the pitch fee must be paid by 28th February. Should the balance not be paid by that date, we reserve the right to re-allocate the pitch to a new customer and without further notice.

16.4 The seasonal tourer booking is a contract with the owner of the caravan. If there is a change of ownership during the season the caravan must be removed from the park.

16.5 In the event of you deciding to remove your caravan from the park during the season you must notify us in writing no less than 14 day before the date you intend to leave. Our refund policy is as follows:

• Removal before the end of March, refund of 80% of annual fee • Removal before the end of June refund of 40% of annual fee

• Removal after the end of June No refund.

16.6 All accounts must be paid by credit/debit card, cash or cheque.