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Terms & Conditions

‘you’ and ‘your’

means all people named on the booking (including anyone who is added or replaced at a later date).

‘We’, ‘us’ and ‘our’

Silverwood Management t/a Silverwood Lodges & Bistro, Registered & trading address: Loan Brae , Inchcoonans, Errol, Perthshire, PH2 7RB

Before booking through us, please read these booking conditions carefully and all the other information relevant to your booking,
including:

  • The property rental conditions (which means all information in any specific conditions or restrictions set out in the brochure or website description of your chosen property)
  • The Important Holiday Information section of the brochure, the website or other publication we tell you about; and
  • any other written information we brought to your attention before we confirmed your booking.

We arrange bookings of our properties and travel arrangements to or from us are your responsibility.

When you book a property with us you are entering directly into a contract with Silverwood Management Ltd

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.

All properties on our website and in our brochures are offered by us for the sole purpose of holiday lettings, unless expressly agreed otherwise in writing by us. Accordingly you agree that your booking is for the sole purpose of holiday accommodation and accept that you are not offered any rights to the property other than the right to occupy the property as holiday accommodation for the period of your booking.

Section A. Making a booking

  1. All bookings depend on the property and other arrangements being available. You, as the person in charge of the party (the “party leader”) must be at least 18 years old at the time of booking. All other members of the party must authorise you to make the booking on the basis of these booking conditions. By making the booking, you confirm that you are authorised to make the booking and that all other members of the party agree that the booking will be
  2. governed by these booking conditions. You, as the party leader, are responsible for making all payments due to us.
  3. Group bookings: The organiser or leader of a group booking is responsible for identifying the booking as such and for providing the party details. Should you arrive at your property in a group without notifying us of the required details, we have the right to refuse to hand over the property to you without a refund compensation.
  4. As long as the property is available and we have received all the relevant payments from you, we will give you written confirmation (see below) as soon as reasonably possible. This confirmation will have your booking details, the amount you have paid and the amount you still owe for the booking.
  5. Your binding contract with the us will apply from the date we issue you with the written confirmation.
  6. If we pay the deposit into our bank account, it will not mean we have accepted a booking unless we have issued you with a written confirmation. Please do not make any other travel arrangements (such as flights) until we have issued you with a written confirmation. We will give you your written confirmation either by post or by email. If you book with us online, we will acknowledge that we have received your booking and then send you confirmation by email. If you book by post or phone, we will send your confirmation to you by email unless you tell us at the time of booking that you would prefer it to be provided by post. It is your responsibility to check your emails regularly and to let us know about any change to your email address.
  7. We, have the right to refuse any booking before we send you your written confirmation. If we do this, we will tell you verbally or in writing and promptly refund any money you have paid to us. In this case, we will not have any legal responsibility to you.
  8. As soon as you receive your confirmation, you must check the details carefully. If anything is not correct, you should tell us immediately otherwise we cannot help or accept responsibility. Please ensure that names are exactly as stated in the relevant passport. , we have no responsibility for any errors in any documentation except where an error is made by us.

Section B Payments for bookings

  1. Deposit

    The property will be released for general sale after the agreed time period (usually 24 hours) unless you fully confirm the booking. Even if we have sent a written confirmation, we have the right to cancel a booking where there are reasonable grounds to believe that

    1. it is not legitimate
    2. you are likely to breach any of our booking conditions
    3. information supplied by you in relation to your booking is incorrect. If we cancel your booking, we will tell you in writing and neither we will not have any legal responsibility to you.
  2. Payment

    When you book, you must pay the deposit amount then due plus any applicable booking fee by debit or credit card, or by sending us a cheque. We only accept payment in pounds sterling. Standard Deposit Total Booking Price 30%

    * For some bookings we may require a higher deposit amount. The exact deposit amount will be notified to you at the time of booking. We must then receive the rest of the money owed no less than 12 weeks before the start if your trip.

    However, if you book less than 10 weeks before the start of your trip, we must receive full payment of the total cost of your booking when you make the booking. For any arrangements booked less than two weeks before the start of the trip, you must pay for the booking in full by debit or credit card or by bank transfer at the time of booking.

    If you do not make any payment due in relation to your booking by the appropriate date we, are entitled to assume that you want to cancel Booking Conditions– In this case, your booking will be cancelled immediately. You may also need to pay additional charges. See point 24 cancellations

    If your bank refuses to make your payment for any reason, we are entitled to make an administration charge of £31.

    All monies you pay to us for your booking (except for extra’s, bookings fees etc. will be held by us in accordance with our agreement with you’

  3. Pricing

    We keep the prices under constant review and the prices of unsold arrangements may be increased or reduced at any time. We may also correct mistakes in the pricing of unsold arrangements at any time. We will confirm the price of your booking when you make it. As changes and mistakes can happen, you must check the price and all other details of your chosen arrangements at the time of booking. All prices quoted or otherwise given to you include all charges and any taxes or government charges which may apply to your booking at the time it is made.

    You may be required to pay any additional taxes that arise after your booking has been confirmed. We can pass on to you, in full, after we have confirmed your booking, all costs connected with your booking, including any price increases due to changes in the exchange rates of currency.

    All accommodation prices are for the property and are not on a per person basis, except when an extra person charge applies. We can charge a booking fee for the services we provide in administering your booking. Any booking fee will be stated in our brochure and on our website and will be shown as a separate charge on your confirmation.

  4. Special Offers

    Occasionally, we make offers giving you the chance to book properties with either no deposit, or a deposit which 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 with these extra terms with these booking conditions, as both apply to your booking.

    If you book a property with either no deposit or one which is lower than usual, you also agree to pay the difference between the amount paid and the usual deposit , at the time you cancel the booking. If you cancel, you must also pay all other cancellation charges which may apply.

    Please see clause point 24 details on cancellations & charges

  5. Brochure and website details

    We aim to make sure that the information provided by us is presented accurately on our website, in brochures and other promotional literature or material we produce and provide. It is intended to present a general idea of the arrangements. Not all details of the relevant facilities can be included on our brochure/website. Furthermore, there may be small differences between the actual property/arrangements and its description. This is usually because it is not possible to show all different accommodation.

    We are always aiming to improve services and facilities. Occasionally, problems mean that some facilities or services are not available or may be restricted. If this happens, we will tell you as soon as reasonably practical after we become aware of the situation. We cannot accept responsibility if some facilities or services at the property are not available or restricted, nor can we accept responsibility for any changes or closures to local services or attractions mentioned in the brochure or on our website, by our advisers or advertised elsewhere. We make reasonable efforts to make sure that information we give you about your property and its facilities or services, as well as advertised travel and other services, is accurate and complete on the date given. We cannot accept responsibility for any inaccurate, incomplete or misleading information about any property/arrangements or its facilities and services, unless this was caused by our negligence. Distances and sizes are provided as useful guides.

    Certain items in photos (soft furnishings etc.) are subject to change, and may not always be exactly as shown. Please check specific concerns with us before booking. Where Wi-Fi is an advertised facility, please note that its provision is subject to availability and network conditions. It may not be available 24 hours a day and is provided for pleasure not for business. Bookings are not accepted if they are wholly reliant on the uninterrupted, unlimited provision of Wi-Fi. Download limits may apply, please check when booking.

  6. Change or Cancel your Booking

    1. Changes

      If you want to change any detail of your confirmed booking, we will do our best to make the changes. However, we must receive your
      notice in writing by post or email. We may agree to accept notice over the telephone, but this should be arranged with us first. Also, we cannot guarantee that we will be able to meet your request and we will have to check in advance of your booked time . Changes can only be accepted in accordance with the terms and conditions. You may be asked to pay us an administration charge of £31 for each change. Plus, where we can meet your change request, you will have to pay any costs incurred by us in facilitating this change for you which will be charged at the current brochure or website price, which may be different from the price in the brochure or website from which you booked your chosen arrangements. - you can change your accommodation to another type within the site for the same calendar year up to 10 weeks before your arrival date, subject to availability. The
      above administration fee will be payable plus any price difference.

    2. Full cancellations

      If you have to, or want to, cancel your booking after it has been confirmed, you must phone us on the number shown on your booking confirmation as soon as possible. The day we receive your notice by phone from you to cancel is the date on which we will cancel your booking. Our confirmation in writing will confirm receipt of your cancellation. If you cancel, you will have to pay a cancellation charge to us based on the number of days before the arrival date at the property that we receive notice, as shown in the table below

      For the purpose of the table below, total cost means the total cost of the accommodation booking, not including any optional extras. In addition to the cancellation charges below, you will still have to pay any insurance premiums, booking fees, credit card charges and administration fees for making any changes as these are non-refundable. If you have already paid, booking fees, credit-card charges and administration fees, we will not refund these if you cancel.

      Period before scheduled arrival date within which we receive written notice of cancellation charges;

      More than 70 Days

      Loss of full deposit

      (including any balance of deposit due)*
      43 – 70 days

      50% of total cost or full deposit

      (including any balance of deposit due whichever is greater)
      29 – 42 days

      75% of total cost

      8 – 28 days

      90% of the total cost

      7 days or Under

      100% full cost

      If only one person in your party needs to cancel, this will not normally affect the total cost of your booking unless you cancel any travel arrangements or extra services which are charged on a ‘per
      person’ basis.

  7. Cancellations or changes by the us as service providers

    We do not expect to have to make any changes to your booking. However, sometimes problems happen and bookings have to be changed or cancelled or mistakes in brochures or other details corrected. We have the right to do so. If we do, we, will contact you (by phone if reasonably possible) In the case of a significant change or cancellation (we will let you know about minor changes by post or e mail) as soon as is reasonably practical. *We will explain what has happened and let you know about the cancellation or change. However, we will have no further liability to you.

  8. Events beyond our control

    Unless we say otherwise in these booking conditions, unfortunately we as the owner or service provider will not be legally responsible either jointly or individually for any
    compensation if we or they are prevented from carrying out our responsibilities to you as a result of events beyond our control. This means an event we or the owner or service provider could not, even with all due care, expect or avoid, including:

    • strike, lock-out or labour dispute;
    • natural disaster;
    • acts of terrorism, war, riot or civil commotion;
    • malicious damage;
    • keeping to any law or governmental order, rule, regulation or direction including advice from the foreign office to avoid or leave a country;
    • accident;
    • breakdown of equipment or machinery;
    • insolvency or bankruptcy of an owner or service provider;
    • fire, flood, snow or storm;
    • difficulty or increased cost in getting workers, goods or transport; and
    • other circumstances affecting the supply of goods or services.
  9. Our responsibilities

    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. If you have any complaints about any services we provide, e.g. our booking service or accommodation, you must let us know immediately in writing and in any event within seven days of the end of any arrangements booked through us. Unfortunately, we cannot accept any legal responsibility if you do not let us know within this time frame.

  10. If we are found to be at fault in relation to any service

    If we are found to be at fault in relation to any service we provide we will not pay more than the booking (or the appropriate proportion of this if not everyone on the booking is affected), plus any reasonable, connected expenses you cannot recover from elsewhere. We do not exclude or limit what we will be legally responsible for if death or personal injury is caused as a result of our negligence or that of our employees whilst acting in the course of their employment, or for any criminal act we may commit. We can’t be held responsible for noise or disturbance which comes from beyond the boundaries of the property or which is beyond our control. If we know about a problem before you arrive, we will contact you to let you know.

  11. Breakdown of mechanical equipment

    We cannot be held responsible for the breakdown of mechanical equipment such as pumps, boilers, bath filtration systems, nor for the failure of public utilities such as water, gas and electricity.

  12. Insurance

    We do not check any of your private holiday insurance policies to make sure they are suitable and this remains your responsibility. You are responsible for covering us if we suffer any losses or expenses arising out of your failure to take out proper insurance cover. We strongly advise you to take out insurance which will cover any damage which may happen to property which belongs to other people and which may get damaged, it is your responsibility to en- sure that the insurance cover you buy is enough for your needs.

  13. Disabilities and medical problems

    If you or any member of your party has any medical problem or disability that may affect your booking, please tell us before you make your booking and give us full details as early as possible before you travel. If the we reasonably feel unable to properly meet that person’s particular needs, we can refuse or cancel the reservation.

  14. We have set the following conditions on your stay at the property

    Arrival and departure: Arrival check in times 3.30pm - 5.30 pm winter hours may vary, late check in may incur additional charges, we do not leave keys and we explain site policy and key points of your lodge on check in. You must leave by 10am local time on the last day.

    If your arrival will be delayed beyond 6pm local time on the start date of your rental period, you must contact us. Our details are given on your invoice/ confirmation. If you fail to do so, you may not be able to get into the property. If you fail to arrive by 12 noon local time on the day after the start date of your rental period and you do not let the us know you are arriving late, we may treat your booking as having been cancelled by you. In this situation, we will not refund any money you have paid.

    Linen, towels and keys except for cots, bed linen is provided (unless stated otherwise). This may be duvets or blankets and sheets. Please take bed linen or cots with you as required.

    Security deposits: You will be asked for a security deposit on check in £ 500. The amount and details of how the payment should be made and how and when it will be returned (less any costs for breakages, damages etc. if applicable) will be provided at the time of check in.

  15. Behaviour: You and all members of your party agree:

    • to keep the property clean and tidy;
    • to leave the property in a similar condition as you found it when you arrived;
    • to behave in a way at all times while at the property which does not break any law;
    • not to behave in an anti-social manner, breach the peace or otherwise act in a way which may disrupt or affect the enjoyment of others;
    • not to use the property for any illegal or commercial purpose;
    • not to sublet the property or any part thereof or otherwise allow anyone to stay in it who we have not previously accepted on as a member of your party Maximum occupancy: You also must not allow more people than the brochure/website states to stay overnight in the property. You cannot arrange for visitors to the property without the advance consent of the us . You cannot significantly change the number of adults or children during your stay. (For example, if you book for two adults and two children, you cannot arrive with four adults and no children.) You must not hold events (such as parties, celebrations or meetings) at the property without the advance consent of us.

    If you do any of these things, We can refuse to hand over the property to you, or can repossess it. If we does this, we will treat this as you cancelling the booking. In these situations you will not receive a refund of any money you have paid for your booking and we will not be legally responsible to you as a result of this situation. (This will include, for example, any costs or expenses you have to pay due to not being able to stay in the property, such as the cost of finding other accommodation.)

    We are not under any obligation to find any alternative accommodation for you. Babies under the age of 2 may or may not be counted as members of our party. You should check the policy of your chosen property carefully before
    booking.

  16. Dogs & Pets

    We do not accept dogs or any other pets , sorry Our lodges are furnished to such a high standard and to ensure all lodges are kept to this high standard we maintain this policy.

  17. Damage

    You are responsible for and agree to reimburse us for all costs incurred by us for all damage or breakages or loss caused by you and/or members of your party and/or any other persons invited into the property by you, to the property or its contents. This includes responsibility for paying for this damage and the cost of any work needed to put the damage right.

    We can ask for payment from you to cover any such costs. You may need to check and sign an inventory of the property and its contents on arrival at the property. If you discover that anything is missing or damaged on arrival please notify us immediately. We expect the accommodation to be left in a reasonable state on departure. If in the our opinion, additional cleaning is required, you will be liable to us for the cost of this cleaning.

  18. Right of Entry

    We have the right to enter to the property (without letting you know first if this is not practical or possible) if special circumstances or emergencies happen (for example if repairs need to be carried out) or if you break the law, breach any of these booking conditions, the owner’s own terms and conditions or any other terms applicable to your booking and/or the property.

    We have the right to enter the property for the purposes of inspection including but not limited to where you have complained about the property) by giving you reasonable notice of such entry. You agree to allow us (including workmen) access to the property as required by this clause.

  19. Unreasonable behaviour

    We can refuse to hand over the property if the unreasonable behaviour of anyone in your party is likely to cause offence to other guests, to members of staff or to neighbours, or in the event we have reasonable cause to believe you or any member of your party will abuse damage or cause loss to the property, its services or facilities.

    In these circumstances, the contract between you and us will be terminated, you will not receive any refund and we will not have any further liability to you. We can terminate a stay after the keys have been handed over, if the unreasonable behaviour of anyone in your party (including anyone invited into the property by you) is likely to impair the enjoyment, comfort or health of other guests, residents, neighbours or members of staff or where you or any member of your party (or anyone
    invited into the property by you) has broken the law, breached or is likely to breach any of these booking conditions, Our terms and conditions or any other terms and conditions applicable to the property which you have been notified of. In these circumstances, you will be required to leave the property immediately and no refund will be given. Furthermore, you may be liable to cover any costs incurred by us as a result of your behaviour, in accordance with clause 7*.

  20. Special requests

    If you have any special requests, you must let us know when you make a booking and confirm them in writing. we cannot guarantee that any request will be met .Confirmation that we have noted a special request or of the fact it is shown on your written confirmation or any other document, is not confirmation that the request will be met. If we fail to meet any special request, it will not mean we have broken your contract.

  21. Complaints

    If you want to complain, we, will want to take action to sort your complaint out as soon as possible. Because the contract for your arrangements is between us, you should put any queries or concerns to our office . It is essential that you contact us immediately if any problem arises so that it can be sorted out as quickly as possible. It is often extremely difficult (and sometimes impossible) to sort out difficulties properly unless we are told promptly.

    If you discuss the problem with us during your stay, it can usually be sorted out straight away. In particular, complaints which would only be temporary (for example, complaints on how the property is prepared or the heating not working) cannot possibly be investigated unless registered during your stay. If you cannot contact us , or if you are not happy with our response, you should immediately e mail the office on the number shown on your confirmation.

    If necessary, please ensure you leave a telephone number and a time for us to contact you back. If your phone is a mobile, ensure it is switched on and that you are in a clear reception area. We may need time to make arrangements.

    Maintenance teams must be given access to the property if you have a problem. We may need to contact the key holder/ other supplier at any time during this process and you must agree to meet with the /key holder or us directly to discuss any situation which may arise. If, despite having contacted us, the problem remains unresolved, it is essential that you contact our office again otherwise we can assume that the matter has been resolved to your satisfaction. You must not independently move to other accommodation without first allowing us the opportunity to assist.

    If you do so, or you refuse reasonable assistance, you may affect your rights to any compensation or repayment. If you still feel that the problem has not been dealt with to your satisfaction, you must put your complaint in writing to us within 28 days of returning from your stay. We will then review this & respond.

    Send your letter to our office at Silverwood Management, Loan Brae, Inchcoonans Errol , Perthshire PH2 7RB, marked for the attention of the Customer Relations Department. Or you can send an email to info@silverwoodlodges.co.uk

    We have designed this procedure to make sure we can help as quickly as possible. Please help to assist you by following this procedure. If you fail to do so, this may affect your entitlement to claim compensation if this would be appropriate.

  22. Governing law & Jurisdiction

    Any dispute, claim or other matter which may arise in relation to your booking will be governed by Scot’s Law and you must agree that any dispute will be dealt with exclusively by the courts of Scotland.

  23. Communicating

    Communicating with you To process your booking we will need to collect and process personal information. This may, for operational reasons, We may from time to time record telephone calls to our contact centre. We do this for training purposes and to improve the overall quality of our service. For more detailed information about how we use personal information, please see our Privacy Policy which can be found on our website. We would like to send you information about products and services that will interest you (including those offered by other, companies connected to Silverwood). We may do this by post, telephone, text message or email unless you tell us you do not wish to receive texts and emails from them). If you would rather that we did not do this, please tell your sales adviser when you book. Or you can indicate your preferences as part of our online booking process. For the purposes of the Landlord and Tenant Act 1987,

  24. Cancellation/Curtailment

    Subject to receipt of satisfactory documentary evidence, you will be entitled to either a full or pro rata refund of monies paid (less a £53 administrative charge) if you cancel at any time after we accept your booking and before you leave home to start your holiday, or you curtail your booking at any time after you leave home and before your planned return to it on the booking end date (provided that everyone in your party cancels or curtails their holiday too and the holiday accommodation is left vacant), and your reason for doing so did not exist at the time of purchasing enhanced cancellation rights and is any of the following:

    • the death, bodily injury, illness or admission to Hospital, as an inpatient, of you or any other person in your party; a Partner; or a member of your Immediate Family where the cancellation or curtailment is certified as medically necessary by a qualified medical practitioner,
    • compulsory quarantine of any person in your party or their travel being prevented by Government restriction following an epidemic;
    • you or a person in your party being required for compulsory jury or witness service in a court of law in proceedings to be undertaken in the time between their leaving home to start the booking and returning home after the booking;
    • unexpected posting by HM Forces or cancellation of leave by HM Police (unless the cost of the lost trip is recoverable from any other source) or compulsory quarantine;
    • Police advising against travel due to adverse weather conditions;
    • Police requiring a person in your party to attend following theft at their Home or usual place of business; or

    The calculation of the amount due is as follows;

    • if you have paid your balance, we will refund your deposit and your balance less a £53 administrative charge
    • if you have not paid your balance to us, we will refund your deposit less a £53 administrative charge and the Standard Booking Conditions upgrade fee and any amendment and credit card charges.
    • if everyone in your party curtails the holiday and returns home, we will give you a proportionate refund of the cost of the holiday accommodation less a £53 administrative charge
    • If you have booked under a low deposit promotional offer, you will be responsible for the difference between the low deposit paid and the total cost of the administration charge of £53. no other travel arrangements will be given. Furthermore The following reasons for cancellation do not qualify for a refund as set out above:
    • Suicide or attempted suicide;
    • deliberate self-injury;
    • the effect of alcohol or drugs; or
    • any other reason which is not specifically referred to above. If your reason for cancellation is not listed as a qualifying reason or you are unable to provide sufficient documentary evidence, the charges set out in point 7 of Section A apply. You must tell us immediately if you need to cancel or curtail your Booking and must provide us with all the information and documentation that we may reasonably require to assess your entitlement to a refund.

Section C. Cancellations or Changes Made by Us

  1. It is unlikely that we will have to make changes to your booking arrangements but occasionally, as we make the arrangements for your bookings many months ahead, we may occasionally have to make changes both before and after bookings have been confirmed. Or, we may have to cancel confirmed bookings. While we always try to avoid changes and cancellations, we can make cancellations or changes at any time. Occasionally we have to make a ‘significant change’ such as a change of property to that of a lower standard, changing the departure time by more than 12 hours or a change of accommodation. If we need to do this, we will let you know as soon as possible before you leave. We treat all other changes as minor. As a result, we will decide whether to let you know about them. If we have to make a significant change or cancel your booking, and as long as there is time to do so before the departure date, we will offer you three options.

    1. You can accept the other booking arrangements we offer you.
    2. You can transfer to another booking if we are able to offer alternative arrangements (the price may be different from your original booking and we will refund any price difference if the alternative is of a lower value).
    3. You can cancel your booking (together with a refund of any amounts you have paid). You must notify us of your choice within 7 days of our offer. If you fail to do so we will assume that you have chosen to accept the change or alternative booking arrangements. The options shown above are not available if any change is a minor one or if the change or cancellation by us arises out of alterations to the confirmed booking which you have asked for or your failure to pay the balance of your
  2. Our legal responsibility to you

    We will accept responsibility for your holiday accommodation only . Please note that it is your responsibility to show that has been negligent if you wish to make a claim against us. For us to make any form of offer or refund you must make any complaint or claim strictly in line with clause

  3. Legal Rights

    You must also transfer your legal rights you may have against anyone else in connection with your claim. You must co-operate with us and our insurers in this. If you suffer a personal injury, death or serious difficulties as the result of an activity which does not form part of the arrangements you booked with us (including, for example, any extra services or facilities provided to you by any other supplier which was not included as part of the original contract between us) we will not be legally responsible to pay you any compensation. However, we will offer you reasonable advice and guidance in all the circumstances as long as we are told about the incident within 90 days of it happening. We will not be responsible if you do not enjoy the holiday or suffer any other problems because of a reason which you did not make us aware of when the holiday was booked.

    In all claims we will not be legally responsible if the alleged loss or damage results from any of the following:

    1. The fault of the person affected or any members of their party;
    2. The fault of someone not connected with providing your holiday which we could not have predicted or avoided;
    3. An event or circumstance which we or the supplier of the service in question could not have predicted or avoided even after taking all reasonable care.
    4. The fault of anyone who was not carrying out work for us (generally or in particular) at the time.of carriage’. You must accept that all the terms

    Please note, we cannot accept any liability for any damage, loss or expense or other sum(s)of any description:

    1. which on the basis of the information given to us by you concerning your booking prior to our accepting it, we could not have foreseen you would suffer or incur if we breached our contract with you; or
    2. relate to any business. If we are found legally responsible for loss of or damage to any luggage or personal possessions (including money), We strongly recommend that you and your party take out enough travel insurance for your needs while on holiday. For the purpose of these booking conditions, we will assume you and your party have done this.
  4. If you change or cancel you’re booking

    Full cancellations
    If you have to, or want to, cancel your booking, you must phone us on the number shown on your booking confirmation as soon as possible. You must also immediately confirm your cancellation in writing, sent by recorded delivery, to us at the address shown in the brochure or on the website. The day we receive your notice by phone is the date on which we cancel your booking. If you cancel, we will make a cancellation charge, as shown in the table below. This means that if you have paid the balance of your total booking cost and then have to, or want to, cancel, you may receive a refund of part of the cost. However, if you have not paid your total cost, including any booked extra’s that have been bought in or organised that may have additional cancellation fees , by the time of your cancellation, you may have to make a further payment as a cancellation charge. For the purpose of the table below, ‘total cost’ means the total cost of the booking, including any optional extras. In addition to the cancellation charges below, booking fees, credit card charges and administration fees for making any changes. If you have already paid booking fees, credit card charges and administration fees, we will not refund them if you cancel. Cancellation Charges* Period before scheduled arrival date within which we receive written notice of cancellation charges levied .

    More than 70 Days Loss of full deposit (including any balance of deposit due)*

    More than 70 Days

    Loss of full deposit

    (including any balance of deposit due)*
    43 – 70 days

    50% of total cost or full deposit

    (including any balance of deposit due whichever is greater)
    29 – 42 days

    75% of total cost

    8 – 28 days

    90% of the total cost

    7 days or Under

    100% full cost

    *Transfer of booking: Individual party members may be able to transfer their place to someone else introduced by you if they pay the charges shown above and as long as we are told at least two weeks before your departure date. If we can make a transfer, you must pay all costs and charges we have to pay or which the owner or other service provider

  5. Complaints

    It is essential that you contact us , immediately if any problem arises so that it can be sorted out as quickly as possible. It is often extremely difficult (and sometimes impossible) to sort out difficulties properly unless we are told promptly. If you discuss the problem with us during your stay, it can usually be sorted out straight away. In particular, complaints which would only be temporary (for example, complaints on how the property is prepared or the heating not working) cannot possibly be investigated unless registered during your stay. You can tell us about a complaint by must immediately phoning or visiting the office on the number shown on your confirmation. If necessary, please ensure you leave a telephone number and a time for us to contact you back. If your phone is a mobile, ensure it is switched on and that you are in a clear reception area.

    We may need time to make arrangements. key holders/maintenance teams must be given access to the property if you have a problem. We may need to contact the /key holder/ other supplier at any time during this process and you must agree to meet with the /key holder or their representative directly to discuss any situation which may arise. If, despite having contacted us, the problem remains unresolved, it is essential that you contact our office again otherwise we can assume that the matter has been resolved to your satisfaction. You must not independently move to other accommodation without first allowing our UK office the opportunity to assist. If you do so, or you refuse reasonable assistance, you may affect your rights to any compensation or repayment. If you still feel that the problem has not been dealt with to your satisfaction, you must put your complaint in writing to us within 28 days of returning from your stay,

    quoting the original booking reference and giving all relevant information. Send your letter to our office at

    Silverwood Management, loan brae, Inchcoonans, Errol, Perthshire , Scotland,PH2 7RB

    Or you can send an email to info@silverwoodlodges.co.uk

    We have designed this procedure to make sure we can help as quickly as possible. Please help us to assist you by following this procedure. If you fail to do so, this may affect your entitlement to claim. We cannot accept legal responsibility for any claims which you do not let us know about strictly in line with this clause.--

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