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Booking terms and conditions

Booking Terms and Conditions

These Terms & Conditions govern all bookings with Holiday Rental Agency ("the Company"). All bookings through our Company and all matters arising from them are subject to English law and to the exclusive jurisdiction of the courts of England and Wales. The person who makes the booking accepts these conditions on behalf of all members of the party and is responsible for all payment due from the party. Booking services with the company are currently only available to persons who are at least 18 years old. By submitting a booking you warrant and confirm to us that you have read these Terms & Conditions and agree to comply with them.


In consideration of the fact that the Company acts only as a booking agent, the Company accepts no liability whatsoever for any aspect of the arrangements and in particular, accepts no liability for any loss, personal injury/illness or death however incurred. Although the Company uses all reasonable endeavours to ensure the accuracy of all information provided and the quality and facilities of the Villa and Apartments, we cannot accept any liability whatsoever for any problems that occur while guests occupy the Villa and Apartment of their choice. All information has been provided in good faith and no liability is accepted whatsoever by the Company for any misrepresentation of Villa and Apartment material or accommodation.


A deposit payment for all Villa and Apartments and products including any promotional offers is required at the time of booking, once a booking request has been confirmed by the Company. If the booking is made within two calendar months of the date of arrival then full payment is required immediately. The Company will not accept responsibility for cash sent through the post. Payment can be made by cheque or by bank transfer to our bank account or by Visa/Mastercard or Debit Card subject to a card processing fee. Booking confirmation together with driving directions for the Villa and Apartment will be sent by email or if requested, by post. Where an initial deposit is paid, the balance must be paid within 45 days of the commencement date of the booking, whether demanded by us or not. If this is not paid within 7 days of it being due, then we reserve the right to cancel the booking without any refund.

 Damage Deposit:

All bookings are subject to a refunded damage deposit, all damage deposit are collected by us, or the owner, or the owners local agent, all damage deposit are held by the owner or the owners local agent or property management company and not by us, all damage deposits refunds are done by the owner or the owners agent or property management company.

Refund / Cancelation Policy:

 Cancellation by you:

You or any member of your party may cancel your booking at any time however no refund will be made for any monies paid. In certain cases any loss, if incurred involuntarily, may be covered by insurance that you may have taken out. Travel Insurance is strongly recommended.

Cancellation by the property owner/s:

If deemed necessary the Company reserves the right to withdraw or cancel the property booking. In this unlikely event you will be offered the choice of renting another property through the Company (subject to availability) with the price difference payable/refundable as appropriate, or of receiving a full refund of all monies paid to the Villa and Apartment Owner. 

Accommodation changes:

In exceptional circumstances the Company may be forced to cancel a confirmed reservation of a property due to unforeseen damage or emergency repairs. In these unlikely events Company reserves the right to either cancel the booking, providing the Client with a full refund of the booking value or allocate the Client a different property to the one originally booked, providing that the replacement property is at least equivalent to the property or property category originally booked.

The Company shall not be liable or responsible for any loss or expense incurred by the Client as a result of a change in property or cancellation of a booking.

 Credit Card Fees & Exchange Rate

Any refund will not include/cover your credit card changes/fees or drifferent/loss in foreign exchange rates. Refunds will be returned on the amount received by the company. No compensation is payable by the Company.

Telephone Calls:

We would like to advise our clients that the Company randomly records telephone calls. This ensures that customer service is constantly improved.


It is your responsibility to ensure that you and the members of your party do not behave in a way which causes offence or danger to others or which risks damage to property belonging to others. In such circumstances the Villa and Apartment owner/s and the Company have the right to terminate arrangements made on your behalf, in which case the Company's responsibility to you ceases immediately and there can be no refunds, no payment of compensation and no reimbursement of any cost or expenses you may incur as a result. Further, you will be liable to reimburse the Company for any expenses whatsoever it incurs as a result of your behaviour.

Breakages & Cleanliness:

Our accommodation is made available for letting on the understanding that the property will be left clean and tidy at the time of checkout and all personal waste must be removed from the property. It is not our policy to take any security deposit however the customer will be held responsible for any damage or breakages to the property, caused by the customer and in the event of such occurrence, the incident must be reported to the Villa and Apartment owner or their representative immediately and appropriate compensation made. Customers are not permitted to move any furniture or equipment without prior written consent from ourselves or the Villa and Apartment owner. In the event of such permission being granted, it is the customer’s responsibility to return the same to its original position before checkout. Under no circumstances must any property for use inside the property, be moved outside.


Whether the cost of any air-conditioning is included in the Villa and Apartment price, or paid for as a supplement, the units must only be used while you are in the property, with all windows and doors kept closed. Under no circumstances must the units be left on continuously while the property is unoccupied. Where the air-conditioning is payable extra, should you elect to use this facility it must be paid for at the advertised rate which is not negotiable. Units are situated in each bedroom only, unless otherwise stated on the accommodation description.

Building Work:

Any building work which may commence in the local area is outside of our control, and we cannot be held responsible for any resulting disturbance. However, should we become aware of any building work which may reasonably be considered to aversely affect the enjoyment of your holiday we will notify you as soon as possible, and wherever possible, will offer you the opportunity to transfer to an alternative property at the advertised price. Whilst we assure you of our best endeavours to minimize any inconvenience we regret that we cannot accept any liability in this case.

Baby Cots and Extra Beds:

Most of our Villa and Apartments can provide one baby cot and/or one extra bed. Please check with us should this be required. It should be noted that the extra bed would be of the folding 'camp bed' style and therefore may only be suitable for a child. Baby cots are usually of the portable 'travel cot' style.

(Delivery Policy) Villa and Apartment Check-in / Check-out times:

Access to Villa and Apartments will be after 3pm on your day of arrival to allow time for cleaning and servicing, and must be vacated by 11am on the day of departure (unless otherwise agreed by us in writing).

 You will receive your holiday rental documents 28 days before arrival, provided the final balance has been received


Once a Villa and Apartment has been booked and paid for in full, the owner/manager's details will be provided and thereafter guests will be liaising directly with the Villa and Apartment owner/manager upon arrival at their Villa and Apartment. In the unlikely event of a problem with your Villa and Apartment occurring, whilst you are abroad, you must inform the Villa and Apartment owner/manager so that the matter can be put right. If the Villa and Apartment owner/manager cannot resolve the problem to your satisfaction at the time, you may contact our Company's Office in UK by telephoning 0844 332 0127 so that the Company is given the opportunity to try to assist. All claims must be addressed directly to the Villa and Apartment owner/s.

Alterations by the Company:

Although the Company makes every effort to ensure that advertised descriptions are correct, it does not own any of the Villa and Apartments and therefore cannot control or prevent changes. Although changes to Villa and Apartments advertised are infrequent, the Company reserves the right to change the description of any Villa and Apartment or service at any time, in which case we will endeavour to notify you of all changes before commencement of the booking date, if it is practical to do so. No compensation will be payable by the Company in such cases. No claims will be accepted for costs or additional expenses incurred as a result of any changes.

 Privacy Policy

We intend to protect the quality and integrity of your personally identifiable information. We have implemented appropriate technical and managerial procedures to maintain information that is accurate, current, and complete. We will make a sincere effort to respond in a timely manner to your requests to correct inaccuracies in personal information.

We do not store credit card details nor do we share customer details with any 3rd parties


Holiday Rental Agency Ltd, 9 Guildhall Street, Bury St Edmunds , Suffolk, England IP33 1PR -