Terms and Conditions

We have two T&C’s that you need to read. 1. from our agency, and another from the owner of the house. We have supplied both here. If you want an exact copy of the house owners T&C’s please ask before you book.

New Forest Escapes Agency Terms and Conditions. 

Except where otherwise specified, we New Forest Escapes Limited of Mary Street House, Mary Street, Taunton, Somerset, United Kingdom, TA1 3NW (“we”, “us”, “our”) act only as an agent in respect of all bookings we take and/or make on your behalf.

We accept no liability in relation to any contract you enter into or for any accommodation or arrangements you purchase (“arrangements”) or for the acts or omissions of any supplier(s) or other person(s) or party(ies) connected with any arrangements.

For all arrangements, your contract will be with the supplier / principal of the arrangements in question (“Supplier/Principal”). When making your booking we will arrange for you to enter into a contract with the applicable Supplier/Principal of the arrangements. Your booking with us is subject to these Agency Terms and Conditions and the specific booking conditions of the relevant Supplier/Principal you contract with and you are advised to read both carefully prior to booking. The Supplier/Principal’s terms and conditions may limit and/or exclude the Supplier/Principal’s liability to you. Copies of applicable conditions are available on request from us.

Please Note: You may decide to make one or more bookings with us at the same time. The price charged in total for more than one booking will always equal the prices charged separately for each individual booking.

All arrangements are available to be purchased separately at the same price as they are when more than one booking is made. This means that any multiple bookings do not constitute a package as defined in the Package Travel, Package Holidays and Package Tours Regulations 1992 or the Civil Aviation (Air Travel Organisers’ Licensing) Regulations 2012.

By making a booking with us, you agree that you:

  1. have read these Agency Terms and Conditions and agree to be bound by them;
  1. consent to our use of your information in accordance with our Privacy Policy;
  1. are over 18 years of age and resident in the United Kingdom and where placing an order for services with age restrictions you declare that you and all members of your party are of the appropriate age to purchase those services; and
  1. accept financial responsibility for payment of the booking on behalf of all persons detailed on the booking.
  1. Booking and Payment

You may make a booking request by using the online booking form on our website.

In order to confirm your chosen arrangements, you must pay a deposit as required by the Supplier/Principal (which will usually be 50% of the cost of your chosen arrangements, and will be confirmed to you at the time of booking) of the arrangements in question (or full payment if booking within 8 weeks of departure). You must also pay all applicable booking fees.

Bookings can be accepted in writing, via our online official booking form or by telephone with our staff. When you submit a booking via our online reservation system you will receive an automatically generated booking summary by email to the email address you provide in the booking form. This does not amount to a booking confirmation and nor does it form a contract between us or between you and the Supplier/Principal.

Your booking is confirmed and a contract between you and the supplier will exist when we send you confirmation on their behalf. Please check your confirmation carefully and report any incorrect or incomplete information to us immediately. Please ensure that names are exactly as stated in the relevant passport. As we act only as booking agent, we have no responsibility for any errors in any documentation except where an error is made by us.

If you have paid a deposit, you must pay the full balance by the balance due date notified to you. If full payment is not received by the balance due date, we will notify the supplier who may cancel your booking and charge the cancellation fees set out in their booking conditions.

Except where otherwise advised or stated in the booking conditions of the supplier concerned, all monies you pay to us for arrangements will be held on behalf of the supplier and forwarded on to the supplier in accordance with our agreement with the supplier.

Payment for any booked arrangements must be made by bank transfer or credit or debit card payment. Where you make a payment via bank-transfer, it is your responsibility to ensure that you make payment to the account details advised to you; if you fail to make payment to the correct account details as advised to you, you will remain liable to the Supplier/Principal for full payment of your booking.

You also acknowledge that you are at all times responsible for the security of your communications, either with ourselves or the Supplier/Principal. You should take care to ensure that you take necessary precautions to protect yourself against fraudulent communications.

1.1 Damage/breakage deposit

A damage deposit to the value of between £350 and £500 is payable a minimum of 7 days before the start of the rental period. This is for the purpose of reimbursing the Owner in the event the Guest or anyone in their group staying at the Property causes either excessive damage or incurs a need for extra cleaning or leaves the Property without settling invoices for additional services or supplies received during their stay.

We will contact you to pay your breakage/damage deposit. The Guest will be notified in writing of the details of any extra costs incurred within 7 working days following the let. The Owner reserves the right to determine what constitutes ‘damage’ however this will not include reasonable wear and tear e.g. a broken plate. A £20 administration fee will be added to any damage costs. The Guest’s liability is not limited to the value of the deposit.

  1. Prices

We reserve the right to amend advertised prices at any time. We also reserve the right to correct errors in both advertised and confirmed prices. Special note: changes and errors sometimes occur.  You must check the price of your chosen arrangements at the time of booking.

Unless stated otherwise all apartments and services are quoted exclusive of VAT and prices are advertised on a per apartment per night basis.

  1. Insurance

You are strongly recommended to take out personal travel insurance for all members of your party. It is your responsibility to ensure that the insurance you purchase is adequate and appropriate for your particular needs. Please read your policy details on receipt and take them with you on holiday.

  1. Special Requests

If you have any special requests please let us know at the time of booking. We will pass on all such requests to the Supplier/Principal, but we can’t guarantee that they will be met and we will have no liability to you if they are not.

  1. Changes and Cancellations by you

Any cancellation or amendment request must be sent to us in writing, by email, fax or post, and will take effect on the day we receive it. Proof of posting is not proof of receipt; therefore you are advised to also confirm all changes to us by telephone and email. Please ensure that you have received written confirmation of any changes to your booking prior to travel. Whilst we will try to assist, we cannot guarantee that such requests will be met.

Amendments and cancellations can only be accepted in accordance with the terms and conditions of the Supplier/Principal of your arrangements.

The Supplier/Principal may charge the cancellation or amendment charges shown in their booking conditions. The Supplier/Principal’s cancellation or amendment charges may be as much as 100% of the cost of the arrangements, it is also likely that the Supplier/Principal’s cancellation or amendment charges will normally increase closer to the date of departure. Please make sure you read the Supplier/Principal’s booking conditions before placing your booking.

In addition you must pay us an administration fee of £55 per cancellation for any amendments to or cancellations of bookings.

  1. Changes and Cancellations by the Supplier/Principal

We will inform you as soon as reasonably possible if the Supplier/Principal needs to make a significant change to your confirmed arrangements or to cancel them. We will also liaise between you and the Supplier/Principal in relation to any alternative arrangements offered by the Supplier/Principal but we will have no further liability to you.

  1. Our Responsibility for your Booking

Your contract is with the Supplier/Principal and its booking conditions apply. As agent, we accept no responsibility for the actual provision of the arrangements. Our responsibilities are limited to making the booking in accordance with your instructions. We accept no responsibility for any information about the arrangements that we pass on to you in good faith. However, in the event that we are found liable to you on any basis whatsoever, our maximum liability to you is limited to twice the cost of the commission we earn on your booking (or the appropriate proportion of this if not everyone on the booking is affected). We do not exclude or limit any liability for death or personal injury that arises as a result of our negligence or that of any of our employees whilst acting in the course of their employment.

  1. Visa, Passport and Health Requirements.

Unless you tell us otherwise, we are entitled to assume that all members of your party are British citizens who hold or will hold full British passports valid for the entire duration of the arrangements you chose to purchase. Information on visa, passport and health requirements, where given and applicable, is so given on this basis. Requirements may change and you are therefore strongly recommended to check the up to date position with the Supplier/Principal of the arrangements, Passport Office, appropriate embassy or consulate or your doctor as applicable in good time before departure.

  1. Rights of the Supplier/Principal and Occupancy

The property details as advertised on our website state the maximum number of persons permitted to occupy the property and grounds. Any breach of this provision will permit the Supplier/Principal to terminate the booking forthwith, in their absolute discretion, in which event all monies, including deposits, paid by you will be forfeit.

  1. Your Behaviour

By making a booking of your chosen arrangements, you warrant to the applicable Supplier/Principal that:

  1. You will pay for any losses or damages to the arrangements, including contents, however caused, (reasonable wear and tear excluded).
  1. You will take good care of the arrangements and leave it in a clean and tidy condition at the end of your booking.
  1. You will permit the Supplier/Principal or ourselves reasonable access to the arrangements at a convenient time or, in the event of an emergency, at all times.
  1. You will not cause any annoyance or nuisance to neighbours of adjoining premises, to include noises before 7.30 am or after 10.00 pm and not to play music so as to be audible outside the property.
  1. You will not release, light or ‘let off’ fireworks from the property or inside the property at any time. This includes any type of floating lantern. In the event that you breach this clause the Supplier/Principal reserves the right to immediately terminate your booking with no liability for any refund of monies paid or breakages deposit.
  1. Complaints

Because the contract for your arrangements is between you and the Supplier/Principal, any queries or concerns should be addressed to them. If you have a problem whilst using the arrangements, this must be reported to the Supplier/Principal immediately. We would also ask that you copy the complaint to ourselves, so that we can liaise between you and the Supplier/Principal to assist in resolving the complaint, in our role as agent. If you fail to follow this procedure there will be less opportunity for the Supplier/Principal to investigate and rectify your complaint. The amount of compensation you may be entitled to may therefore be reduced or extinguished as a result.

If you wish to complain when you return home, you should write both us and to the Supplier/Principal. You will see their name and contact details in any confirmation documents we send you.

If you wish to complain about any service we have provided to you (i.e. our booking service) then please contact us directly.

Please note that we do not offer an alternative dispute resolution service.

  1. Law and Jurisdiction

These Terms and Conditions are governed in all respects by English law. We both agree that any dispute, claim or other matter which arises between us out of or in connection with these Conditions will be dealt with by the Courts of England and Wales only. You may however, choose the law and jurisdiction of Scotland or Northern Ireland if you live in those places and if you wish to do so.

  1. Accommodation Ratings and Standards.

All ratings are as provided by the relevant Supplier/Principal. These are intended to give a guide to the services and facilities you should expect from your accommodation. Standards and ratings may vary between countries, as well as between Supplier/Principals. We cannot guarantee the accuracy of any ratings given.

  1. Check-in / Arrival Times

The properties that we feature are ordinarily accessible no earlier than 3.30pm or 4pm, depending on the property, on the day of arrival and must be vacated no later than 10:00 am on the day of departure, unless otherwise agreed. Please enquire if you would like to leave a bit later. Weekly breaks run Friday to Friday unless otherwise agreed. Weekends run Friday to Monday. Midweek rentals run from Monday to Friday.


If you arrive early you may not be admitted to the property until the above times.

  1. Pets

You must tell us if you are bringing your pet when you make your booking, so that we can inform the Supplier/Principal. Where a Supplier/Principal permits pets in the property, you must bring your pet basket with you as pets will only be allowed on the clear understanding that in no circumstances may they lie on the bedding or chairs or sofas. Pets must not be left unattended in properties or elsewhere. Animals other than dogs can only be accepted with specific permission from the Supplier/Principal. All pet mess must be removed by you.


Where pets are permitted, you must ensure that your dogs, or pets, do not cause damage to any part of the property, inside and out, or to the neighbouring properties. If there is damage from a pet residing during your booking please do expect to be charged for this damage. Excessive barking from dogs whether off or on leads may be considered damage if it is considered a nuisance by others using the neighbouring areas.

You must also ensure that your dogs do not, in any way, damage, distress or disrupt the natural behaviour of farmed or free roaming animals in the area. To do this may cause the Supplier/Principal to terminate your booking with no entitlement to any refund of monies paid.

  1. Documentation & Information 

All descriptions and content on our website or otherwise issued by us is done so on behalf of the Supplier/Principal(s) in question are intended to present a general idea of the services provided by the Supplier/Principal(s) in question. Not all details of the relevant services can be included on our website. All services shown are subject to availability. If you require any further details, in respect of any accommodation or any other services please contact us.

  1. Accuracy of Prices and details

Important note: the information and prices shown on any advertising material that we issue may have changed by the time you come to book your arrangements. Although we make every effort to ensure the accuracy of the information and prices at the time of printing, regrettably errors do occasionally occur. You must therefore ensure you check the price and all other details of your chosen arrangements with us at the time of booking.

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House Owners (Supplier/Principal) Terms and Conditions

These Booking Conditions together with any other written information we brought to your attention before we confirmed your booking, form the basis of your contract with the Supplier/Principal of your chosen arrangements (“we”, “us”, “our”). Please read them carefully as they set out our respective rights and obligations. In these Booking Conditions references to “you” and “your” include the first named person on the booking and all persons on whose behalf a booking is made or any other person to whom a booking is added or transferred.   

  1. RESERVATION

You can reserve property by telephone or email, but we accept no liability whatsoever for such reservations. Applicants should note that no contract for any property exists between you and us until you have completed the booking confirmation documents provided to you by our agent and we have received the agreed deposit payment – usually this is 50% of the total holiday rental amount due. 

  1. BOOKING PROCEDURE

A contract shall arise when your booking is confirmed in writing via a letter of confirmation sent to you by post or email.

For bookings made more than 8 weeks prior to the tenancy commencement date, a deposit of 50% of the rent must be delivered with the completed booking form.

If a booking is made less than 8 weeks before the commencement date the full rent together with any additional charges must be tendered at the time of delivery of our booking form.  Please note, we try to prepare the property based on the information that you provide to us during the booking process. As such, if you have any requests etc. then you must let us know at the time of booking. If you fail to provide us with any such information, then we will not be responsible for any dissatisfaction you may have with the property as a result.

  1. FINAL PAYMENT

Once we have accepted the booking you are liable for the payment of the balance of rent together with any additional charges 8 weeks before the start date of the rental period.

Non payment by the due dates will be treated as a cancellation and we may re let the property without reference to you. In such circumstances you will remain liable for the payment for the full amount on the same basis as in the event of cancellation. (see below)

  1. CANCELLATION

If you or any other member of your party decides to cancel your confirmed booking you must notify us in writing. Your notice of cancellation will only take effect when it is received in writing by us at our offices and will be effective from the date on which we receive it. We recommend that you use e-mail or recorded delivery. Since we incur costs in cancelling your arrangements, you will have to pay the applicable cancellation charges up to the maximum shown below. The cancellation charge set out in the table below is based on the total cost payable by the person(s) cancelling, this charge excludes any amendment charges which have been paid and which are not refundable in the event of the person(s) to whom they apply cancelling:

Please Note: Certain arrangements may not be amended after they have been confirmed and any alteration could incur a cancellation charge of up to 100% of that part of the arrangements.

You are advised to take out personal cancellation insurance.

  1. PRICE CHANGES

We reserve the right to amend prices quoted online due to errors or admissions.

  1. METHOD OF PAYMENT

Payment must be made by bank transfer or credit or debit card payment.

If you make a payment to anyone other than ourselves, we cannot refund your mistake.

  1. AUTHORITY

You acknowledges that he/she/they are authorized to sign the online booking form on behalf of all persons who will occupy the property for the period for which it has been booked and that all those persons are aware of the booking conditions. You shall be a member of the party occupying the property and to be over 18 years of age and is /are required to acknowledge the following.

Each member of the party must be listed on our booking form, including any day visitors, and any change in the members of the party shall be notified in writing to us as soon as it is practicable – if you wish to make any change to your party during your stay, you must call the agent that you booked your stay through, in order to obtain our express authorization. In such circumstances, we may, at our discretion, refuse to accept any such change in which event the booking shall be deemed to have been cancelled subject to clause 4 above.

The property details state the maximum number of persons permitted to occupy the property and grounds. Any breach of this provision will constitute a breach of contract where upon we may terminate the booking forthwith in which event all monies, including deposits, paid by you will be forfeit.

We reserve the right to refuse admittance to any member of the party if in the our absolute opinion the Applicant or any person of the group is unsuitable for the property due to age, ill health, disability, inexperience, or any other good and proper reason not otherwise being a breach of these conditions. In such an event all sums paid by you shall be repaid in full and the contract shall be discharged without further liability on either party.

We reserve the right to repossess the property at any time where damage has been caused by you or any member of the group or in our absolute opinion is likely to be cause by you or any member of the group or other person visiting the property at the invitation of any such person. In such an event the owners shall not be liable to make any refund whatsoever.

  1. ELIGIBILITY

Bookings will not be accepted from.

  1. applicants under the age of 18 years of age
  2. groups of single persons under the age of 25, or single sex groups except by prior arrangement.

We do accept stag and hen do’s in some of our properties, but you must tell us that that is the purpose of the booking. We may ask you to share your plans for the break before we are happy to go ahead with the booking and we may take a higher breakages charge.

Some of houses have swimming pools. Where you are booking a house with a swimming pool, you may be required to have children and/or grand parents with you, as part of your group, where this is the case you will be advised at the time of booking.

8.2 USE / OCCUPANCY OF THE PROPERTY

The Property shall not be used for any commercial purposes without the prior consent of the Owner. Any persons other than members of your party must not use the facilities at the Property without prior agreement (additional charges may apply). The Guest must not use the Property or allow its use for any dangerous, offensive, noisy, illegal or immoral activities or carry on there any act that may be a nuisance or annoyance to Owner or to any neighbours. Sleeping in vehicles, including caravans, parked at or nearby  the property is not permitted. The Owner reserves the right to refuse entry to the entire party for any breach of these terms and conditions

  1. THE TENANCY

This agreement is made on the basis that the property is to be occupied by you for a holiday as mentioned in the Housing Act schedule 1 paragraph 9 and you acknowledge that the tenancy granted by this agreement is not an assured tenancy and that no statutory periodic tenancy will arise when it ends.

  1. YOUR OBLIGATIONS

You agree:

  1. To be responsible for all guests that you invite onto the property;
  2. To advise the owner in advance if you intend to have any day-visits at the property;
  3. To use appropriate crockery and glassware depending upon where you choose to eat and drink in the property, this is of particular importance if a swimming pool is provided, you must ensure that you use appropriate and safe cutlery / crockery around the pool , should you fail to do so this will be considered as negligence on your part and you will be held responsible for any losses or damage arising as a result;
  4. To comply with all swimming pool regulations advised to you;
  5. To pay for any losses or damages to the property, including contents, however caused, (reasonable wear and tear excluded) unless the cost of making good such loss or damage can be fully recovered by any householders insurance policies maintained by the owners whereby you will pay the policy excess.
  6. To take good care of the property and to leave it in a clean and tidy condition at the end of the tenancy. A cleaning service is provided during the tenancy unless specially requested.
  7. To permit us or our Agents or Licensees or tradespeople reasonable access to the property at all times.
  8. Not to part with possession of the property or share it except with members of the party identified on the booking form.
  9. NOISE Not to cause any annoyance or nuisance to neighbours of adjoining premises, to include noises before 7.30 am or after 11.00 pm and not to play music so as to be audible outside the property.
  10. FIREWORKS Not to release, light or ‘let off’ fireworks from the property or inside the property at any time. This includes any type of floating lantern. To do this will immediately cause any and all deposits to be fully retained by the booking agent and/or owner. Guests will be asked to leave and neighbours may claim on guests directly for damage to property and animals. Smoking is strictly prohibited within the property.


10.2 WIFI AND YOUR USE OF THE SERVICE
The provision of wireless broadband internet access is a complimentary facility and The Owner shall accept no liability for loss of coverage or quality where technical problems are experienced. Your usage must be reasonable, without excessive downloads. You must not use the Service to access Internet Services, or send or receive e-mails, which are defamatory, threatening, intimidatory or which could be classed as harassment; contain obscene, profane or abusive language or material; contain pornographic material (that is text, pictures, films, video clips of a sexually explicit or arousing nature); contain offensive or derogatory images regarding sex, race, religion, colour, origin, age, physical or mental disability, medical condition or sexual orientation; contain material which infringe third party’s rights (including intellectual property rights); in our reasonable opinion may adversely affect the manner in which we carry out our business; or are otherwise unlawful or inappropriate

  1. RISK

A The use of the property or any amenity that may be provided by us are entirely at your risk and no responsibility can be taken for any loss, damage, or injury to persons who make use of them or any belongings of the persons who use them.

B All cars and other vehicles are parked entirely at your risk. We can take no responsibility for any loss of damage to any car, vehicle or any contents thereof.

C Whilst we will endeavour to return any baggage or personal property left behind after the holiday we can take no responsibility in effect thereof.

D You must be entirely responsible for the safety of any children or adults staying in the property and the surrounding area or being there at their invitation. Leaving boundary gates, or gates within the property boundaries, open, may increase hazard to guests. Many of our properties allow access to open water; sea, river and to roads etc. 

Equally – you are responsible for gates during your stay. Gates left open may mean that the wild animals that roam through the National Park can access the property. They can do significant damage to gardens in a very short time. Should this happen, you will be charged for making right any damage.

E We can take no responsibility for any loss or injury to any pet that uses the property.

  1. DURATION AND TIMES OF LETTING

The property is accessible no earlier than 3.30pm on the day of arrival and must be vacated no later than 10am on the day of departure unless otherwise agreed. Please enquire if you would like to leave a bit later. Weekly breaks run Friday to Friday unless otherwise agreed. Weekends run Friday to Monday. Midweek rentals run from Monday to Friday.

If you arrive early you may not be admitted to the property until these times.

  1. NON AVAILABILITY OF PROPERTY

If for any reason beyond our control the property is not available on the date booked (owning to fire damage for example) or the property is unsuitable for holiday letting, all rent and charges paid in advance by you will be refunded in full but you shall have no further claim against us.

  1. COMPLAINTS

All complaints shall be notified to us, or our designated management staff immediately, so that the matter can be investigated and, if necessary remedial action taken. Contact information will be in the house book provided and clearly displayed in the property. Discussion of any criticisms with the Owner or their assigns whilst the Party is in residence will usually enable short-comings to be rectified very quickly. In no circumstances will compensation be paid in respect of complaints raised after the tenancy has ended in circumstances when you have not drawn the matter to our attention, or has denied us the opportunity of investigating the complaint in order to put the matter right during the tenancy. In particular, complaints of a transient nature (for example, regarding preparation or heating of the property) cannot possibly be investigated unless registered whilst the Guest is in residence. No complaints will be considered after 21 days of vacating the property.

  1. PETS

You must tell us you are bringing your pet when you make your booking. You must bring your pet basket with you as pets are only allowed on the clear understanding that on no circumstances may they lie on the bedding or chairs or sofas. Pets must not be left unattended in properties or elsewhere. Animals other than dogs can only be accepted with specific permission from the property owner and/or booking agent. If there is damage from a pet residing during your rental please DO expect to be charged for this damage. All pet mess must be removed by you.

Guests responsibilities with dogs and pets:

A. Guests must ensure that their dogs, or pets, do not cause to any part of the property, inside and out, or to the neighbouring properties. Excessive barking from dogs whether off or on leads may be considered damage if it is considered a nuisance by others using the neighbouring areas.


B. Guests must also ensure that their dogs do not, in any way, damage, distress or disrupt the natural behaviour of farmed or free roaming animals in the area. To do this may cause any and all deposits to be fully retained, guests will be asked to leave and neighbours may claim on guests directly for damage to property and animals.

  1. ACCESS

We or our representatives shall be allowed access to the property at any reasonable time during the tenancy.

  1. BREACH OF CONTRACT

If there shall be a breach of any of these conditions we reserve the right to re enter the property and terminate the tenancy without prejudice to any other rights or remedies available to us.

  1. DISCREPANCIES

In the event of a discrepancy between these booking conditions and any other contents of any brochure or website these conditions shall prevail.