Standard Terms & Conditions for stays at Low Costa Mill
1. Contract
1.1 By making a booking you have entered into a contract between Low Costa Mill (referred to as “The Proprietor”, “us” or “we”) and the person making the booking and the members of their party (referred to as “lead booker”, “guest/s”, “you” or “your”). Ensure that you check all information on your Booking Confirmation carefully and notify us of any discrepancy or mistake.
1.2 When you submit a booking via our online reservation system, you will receive an automatically generated booking summary by email to the address provided on the booking form. This does not form a contract between us; a contract becomes legally binding once your booking is subsequently confirmed in writing and sent to you by email or post, and deposit or full payment has been made.
1.3 You must be at least 18 years old, and accept responsibility for everyone within your booking (including pets) staying in the cottage(s) during the booking period, plus any of your visitors.
1.4 By placing a booking with Low Costa Mill you and your guests agree to the following terms and conditions as set out; please advise other adults within your party of these booking terms and conditions. You are responsible for any breach of these booking terms and conditions by anyone in your party, including day visitors on site.
1.5 Low Costa Mill does not accept bookings for large single sex groups, including hen or stag parties.
2. Deposit and Balance Payment
2.1 A telephone/email/online booking will be held for a period of 3 days pending receipt of a deposit.
2.2 A non-refundable deposit of 30% of the rental fee is payable within 3 days of making the booking where the booking is made more than 6 weeks before the start of the rental. The booking will not be confirmed until the deposit is received. Bookings made less than 6 weeks before the commencement of the rental, the total fee is payable at the time of booking.
2.3 The final balance payment is due 6 weeks prior to the commencement of the rental; reminders will not be sent, please ensure you make a note of the due date. Non-payment of the balance may be construed as a cancellation of the contract by the Guest.
2.4 Any charges raised against Low Costa Mill by our bank for handling dishonoured bank payments or any other payments will be passed on to the Guest who is liable to reimburse within seven (7) days of any request to do so.
3. Cancellation/Refund Policy
3.1 Any cancellation made by the Guest for whatever reason shall be in writing or email from the email address on record. Cancellations will be acknowledged. The deposit payment is strictly non-refundable; any monies paid in addition will be refunded (minus a £50 (inc VAT) administration fee) provided the cancellation is made at least 6 weeks prior to the commencement of the rental.
3.2 For cancellations made after the final balance due date (6 weeks prior to the commencement of the rental), you will be liable to pay the total cost of the holiday. If we are able to re-sell your dates, we can offer to refund or transfer a percentage of your final balance payment to a booking for a future break. This amount may not be the full amount you have paid if we are unable to re-sell the full break, sell at a discounted rate or have additional commission to pay in order for this to occur. Any refund is subject to a £50 (inc VAT) administration fee.
3.3 We strongly advise taking out comprehensive travel insurance to cover possible cancellation costs and your stay at Low Costa Mill. If you choose not to, you accept responsibility for any loss that you may incur due to your cancellation.
4. Changes of Date / Guest / Variations to Bookings
4.1 The Proprietors reserve the right to cancel or alter the booking arrangements if the property which the Guest has booked becomes unavailable or un-useable for some reason prior to the date of arrival. Please be aware that we cannot be held liable for circumstances beyond our control and that our liability to you is limited to the refund of any payment already made to Low Costa Mill.
4.2 The booking is not transferable to anyone else without our written agreement.
4.3 Low Costa Mill will consider a request from the Guest to change the dates of the booking after confirmation has been issued. Such amendments are at the discretion of Low Costa Mill, subject to the Guest agreeing to pay any additional rental sums due.
4.4 There is an administration fee of £30.00 (inc VAT) payable by the guest for any booking amendments. This payment is due at the time of amendment.
5. VAT
VAT is included in the rental fee where applicable at the rate applicable on the date of payment.
6. Period of Hire
Rental commencement date and number of nights are set out in your booking confirmation. Rentals are strictly from 4pm on the day of arrival to 9.30am on the day of departure, unless agreed by prior arrangement.
7. Guests
7.1 The maximum number of guests is stated on our website and below. Z-beds are deemed suitable for children age 11 years or under. Cots are deemed suitable for infants up to 24 months. Under NO circumstances can extra guests be accommodated. The Proprietors reserve the right to refuse entry to the entire party if this condition is not observed.
- Heron View – Sleeps 8 (+ 2 cots OR 1 z-bed)
- The Granary – Sleeps 6 (+ 1 cot)
- Harvester Cottage – Sleeps 5 (+ 1 cot)
- Thresher Cottage – Sleeps 4 (+ 1 cot OR 1 z-bed)
- Leat Cottage – Sleeps 4 (+ 2 cots OR 1 z-bed)
- Farriers Cottage – Sleeps 4 (+ 1 cot)
- Carters Cottage – Sleeps 2 (+ 1 cot OR 1 z-bed)
7.2 Please inform us if you wish to have day visitors; day visitors must leave site by 8pm to ensure other guests are not disturbed. Day visitors are not permitted to use the swimming pool, or to take pets into the cottages, and must abide by all other PET regulations.
8. Complaints
If there are any problems with the cottage(s), their contents or Low Costa Mill’s site, or you have any cause for concern during your stay, you must notify us immediately to give us the opportunity to rectify the matter. We cannot be held liable for faulty services, equipment or appliances but will try to remedy any faults as soon as we can. In no circumstances can correspondence be entered into regarding matters raised after your holiday has ended, or where we have been denied the opportunity to try to put matters right during your stay.
9. Guest Obligations – Care of the Site, Property, Breakages and Damages
9.1 Guests undertake to take all reasonable and proper care of the cottage(s) and contents, to leave them in a clean and tidy condition as found on arrival, with all bins emptied and all dishes washed and put away in cupboards. We ask that no food is left in the fridge or freezer. Please do not move furniture around inside the cottages. When more than one property is booked, please ensure that all crockery/cutlery/glasses etc. are put back in the correct cottage prior to departure. Furniture is NOT to be moved from cottage to cottage.
9.2 Our housekeepers arrive at 9.30am on the day of your departure to prepare for our next guests and will need access to your cottage(s). We ask that you respect these times. We reserve the right to charge you if, in our opinion, the accommodation needs additional cleaning than would otherwise be reasonably expected.
9.3 The Proprietors reserve the right to seek compensation for any damage discovered after guests have departed caused during the booking by you or your guests. This includes breakages, spillages, stains, damage to furniture or fixtures and fittings. Guests are responsible for any breakages or damage and must inform the Proprietors of such. Any accidental damages should be reported as soon as possible in order to minimise damage and associated costs. If damage occurs to the cottage(s) as a result of the actions of guests during their stay, where the extent of the damage is so severe that we must (in our sole opinion) cancel and/or refund subsequent bookings, we may bring a claim against you for any loss arising as a result of refunding other guests affected by the cancelled bookings, and any additional administrative fees incurred in respect of the same.
9.4 Additional fees for cleaning or repairs/replacement items will be determined according to the actual (or estimated) cost to put things right, plus a £30 per hour fee for our time.
9.5 Lost keys will incur a replacement charge of £30 per key.
9.6 The Proprietors or their staff reserve the right to enter your cottage(s) at any reasonable time during the holiday occupancy should an emergency or problem arise that needs attention by a member of staff. Where possible, a representative of Low Costa Mill shall consult with the guest prior to entering the property.
9.7 Night lanterns, fireworks and disposable BBQs are not permitted at Low Costa Mill.
9.8 Observe the site safety signs, do not enter animal pens or areas marked “Keep Out” or “Private”. Ensure all gates to the riverside path and ponds are closed behind you.
10. The Play Area
10.1 The Play Area is not supervised; you use the play area entirely at your own risk. The Proprietors accept no liability for any loss, damage, accident or injury whilst in or around the play area, except where caused by the Proprietors’ negligence or where liability cannot legally be excluded. Children should be supervised at all times whilst at Low Costa Mill.
10.2 The play equipment is subject to availability. Inability to access this service is not considered material to the contract.
11. The Swimming Pool
11.1 The swimming pool and hall are UNSUPERVISED. There is no lifeguard on duty. Use of these facilities is entirely at your own risk. The Proprietors accept no liability for any loss, damage, accident or injury whilst in or around the swimming pool, except where caused by the Proprietors’ negligence or where liability cannot legally be excluded.
11.2 Opening Hours & Access
Hours: Saturday–Thursday: 9am – 9pm | Friday: 4pm – 9pm.
Exclusivity: For the sole use of guests staying at Low Costa Mill. Maximum pool capacity is 12 people at any one time.
Security: Pool keys must be kept secure and never handled or used by anyone under 18.
11.3 Essential Safety & Supervision
No Lone Swimming: A minimum of two people must always be present in the pool hall when the pool is in use.
Child Supervision (Under 18): All minors must be actively supervised by a responsible adult (18+) at all times, in line with CIMSPA guidance:
- Under 4 years: Strictly 1 adult to 1 child
- Aged 4 to under 8 years: Maximum of 2 children to 1 adult
Emergency Equipment: The hook and pole are for emergency use only. Report any use or damage to the owners immediately.
11.4 Hygiene & Health
Illness: Do not use the pool if you feel unwell, have open wounds, or are under the influence of alcohol/drugs. Anyone suffering from diarrhoea or vomiting must not use the pool until at least 48 hours after symptoms have stopped.
Medical Conditions: Guests with epilepsy, diabetes, asthma, heart conditions, or pregnancy should seek medical advice and ensure their swimming companion is aware of their condition.
Nappies: Babies and toddlers must wear specific swim/waterproof nappies.
Incidents: Report any accidents, damage, or water contamination to the owners immediately.
11.5 Pool Hall Etiquette
No food, drink, chewing gum, smoking, or vaping inside the building.
Strictly no glass or crockery allowed.
No pets or animals permitted in the pool building.
Please keep noise to a reasonable level to respect other guests.
11.6 The Proprietors reserve the right to close the pool or withdraw access at any time at their absolute discretion. Pool use is subject to availability; inability to access the pool is not considered material to the holiday contract.
11.7 As the lead booker, it is your responsibility to ensure all members of your party read, understand, and abide by these safety guidelines.
12. Pets (Dogs only)
Two well behaved, house trained dogs are welcome in some (not all) of our cottages BY PRIOR ARRANGEMENT ONLY (specific cottages only), on the understanding that:
12.1 They are not left on their own in the cottage at any time.
12.2 They are not allowed in the bedrooms, or on any of the cottage furniture; please bring their familiar dog bed / crate.
12.3 They are not taken into the Play Area.
12.4 Guests act responsibly and clean up where necessary on walks around the grounds.
12.5 Guests are required to ensure that their animals are under good control and not left to run free without supervision, and to respect other guests who may not be so keen on them.
12.6 Unfortunately, we cannot accept puppies under 1 year old.
12.7 There is a charge of £15.00 per short break/week per dog.
12.8 If you are part of a group booking and your party has taken two or more cottages, the dog(s) must remain in the cottage they are booked into. If they are going to enter the other cottage(s), the dog fee must be paid for each cottage, as each cottage will need additional cleaning.
12.9 The Proprietors reserve the right to seek compensation for any damage to cottage(s)/grounds caused by your pets.
13. Smoking/Vaping
Smoking of any tobacco products including, but not limited to, cigarettes, pipes, cigars, snuff and chewing tobacco, or vaping, is strictly prohibited in all cottages and internal public areas. Should guests smoke inside the properties we reserve the right to ask you to leave even if your let is not complete, and this could result in a cleaning charge.
14. Electric Vehicle / E-Bike / E-Scooter Charging
You are permitted to use our Type 2 EV charger to charge your electric vehicle during your stay, on the understanding that:
14.1 You request permission first.
14.2 You move your vehicle to the main customer car park as soon as charging is complete.
14.3 You agree to pay for the electricity used. Payment to be made at reception at the end of your stay, to cover the amount of electricity your vehicle has used. Please ask us for our current kWh rate so you can calculate the fee due.
14.4 Guests must not charge EVs, E-Bikes or E-Scooters using domestic sockets in the cottage.
15. Lost / Left Property
15.1 The Proprietors are not to be held responsible for the loss of any valuables or property left on or around the premises at any time. All guests must ensure that they take all reasonable steps to ensure their own safety and that of their possessions whilst at Low Costa Mill.
15.2 Guests shall take care not to leave personal possessions at Low Costa Mill on departure. Lost/Left Property will be kept for 14 days and then disposed of. While we will make our best efforts to reunite lost property with their owner, we accept no responsibility for replacing lost items. We may offer to post left items at the cost of the guest, otherwise collection can be arranged. Please contact us as soon as possible following your stay if you believe you have left a personal item at Low Costa Mill.
16. Noise
For the enjoyment of all guests staying at Low Costa Mill, noise should be kept to a minimum between 10.30pm and 8am. The Proprietors reserve the right to ask any guest(s) to leave the cottage(s) and premises should they cause upset or disruption to other guests for whatever reason.
17. Wi-Fi
17.1 The Internet access provided is intended for general use such as access to the world wide web, email, messaging, social media, video / music / media streaming. It is not intended for extensive downloads / uploads. Failure of the Wi-Fi system is not considered material to the use of facilities.
17.2 Guests accept to use this access to the Internet fairly and appropriately. We may monitor network performance and user usage in order to maintain a fair and high level of service to all our guests. Access to illegal activity or use of our network for illegal activity is prohibited and will be reported to local authorities.
18. Data Privacy
Data Privacy Statement. We treat any data collected during the course of making bookings or dealing with enquiries in strict confidence. Your data will never be sold. Our full policy is available on our website, or please let us know if you would like a copy sending to you by email or post.
19. Force Majeure
Force Majeure, of the nature of which this clause is intended to cover, includes without limitation fire, flood, exceptional weather conditions, epidemics, destruction and damage of the Property by any cause other than negligence of Low Costa Mill, and all similar situations. No compensation, costs, expenses or other sums of any description (including the cost of securing an alternative property/accommodation) will be payable in such circumstances by Low Costa Mill to the Guest.