Terms & Conditions

1. About Poppy Cottage

Poppy Cottage is a self-catering holiday let at 4 St Hilda's Place, Loftus, North Yorkshire, TS13 4HQ, operated by Tamsin Lee ("the Host", "we", "us").

Enquiries and bookings are managed through this website. For all queries contact: tamsin.lee@talk21.com

2. Booking Process

A booking request submitted through this website is not a confirmed booking until the Host has contacted you to confirm availability and a deposit has been received.

1. You submit a booking request online with your chosen dates, party size and contact details.
2. The Host will contact you by phone or email to confirm availability and discuss the booking.
3. A 20% deposit is required to secure your booking, taken over the phone by card.
4. Your booking is confirmed once the deposit has been received and the Host has confirmed in writing (email).
5. The remaining balance is due 7 days before your arrival date and will be invoiced separately.

3. Pricing & Payment

• All prices are quoted in pounds sterling (£) and include any applicable taxes.
• Prices shown on the website are per property per night and may vary by season.
• Payments are taken by phone using a secure card payment terminal.
• We do not store payment card details — all card processing is handled securely at the time of the call.
• A booking is only secured upon receipt of the deposit payment.

4. Cancellation Policy

Cancellation by Guest

• More than 30 days before arrival: deposit refunded in full.
• 14–30 days before arrival: 50% of the deposit will be refunded.
• Less than 14 days before arrival: the deposit is non-refundable. The full balance remains due unless the property is re-let for the same dates, in which case a partial refund may be made at the Host's discretion.

All cancellations must be notified in writing to tamsin.lee@talk21.com. The cancellation date is the date the written notification is received.

We strongly recommend that guests take out holiday travel insurance to cover cancellation for circumstances beyond your control (illness, bereavement, etc.).

Cancellation by Host

In the unlikely event the Host must cancel your booking due to circumstances beyond our control (property damage, emergency, etc.), we will refund all monies paid in full. We will make every effort to notify you as early as possible.

5. Occupancy & Property Rules

• Maximum occupancy: 4 guests (plus dogs where agreed). Exceeding this without prior agreement is a breach of these Terms and may result in immediate termination of the stay without refund.
• The property is available from 4:00pm on the day of arrival and must be vacated by 10:00am on the day of departure unless otherwise agreed in writing.
• The booking is for holiday purposes only. Sub-letting or commercial use is not permitted.
• Smoking is strictly prohibited inside the property.
• Dogs are welcome by prior arrangement. A maximum of 2 well-behaved dogs is permitted. Dogs must not be left unattended in the property and must not be allowed on furniture or beds.
• Guests must not cause noise or disturbance to neighbours, particularly between 11:00pm and 8:00am.

6. Guest Responsibilities

The lead guest (the person making the booking) is responsible for all members of the party and any dogs. Guests agree to:

• Take good care of the property and its contents and leave it in a clean and tidy condition.
• Report any damage, breakages or maintenance issues to the Host promptly.
• Not remove any items belonging to the property.
• Secure the property when unoccupied (lock doors and windows).
• Comply with any instructions relating to the log burner, appliances and waste disposal provided in the property welcome guide.

Guests will be liable for the cost of repairing or replacing any items damaged beyond normal wear and tear. The Host reserves the right to charge for deep cleaning if the property is left in an unreasonably poor condition.

7. Liability

The Host accepts no liability for:

• Loss or damage to guests' personal property during their stay.
• Personal injury to guests or their dogs, except where caused by the Host's proven negligence.
• Disruption caused by circumstances beyond our control (utility outages, neighbouring works, adverse weather, etc.).
• The temporary unavailability of any facilities (e.g. log burner servicing, hot water boiler maintenance) provided reasonable notice is given.

Guests are advised to arrange appropriate personal travel insurance.

8. Force Majeure

Neither party will be liable for failure to fulfil obligations where such failure is caused by circumstances beyond reasonable control, including but not limited to: acts of God, pandemic, government restrictions, fire, flood, or extreme weather conditions.

9. Complaints

If you have a complaint during your stay, please contact the Host immediately so that we have the opportunity to resolve it. Complaints raised after departure cannot always be fairly investigated or resolved. Please contact tamsin.lee@talk21.com.

10. Governing Law

These Terms & Conditions are governed by the laws of England and Wales. Any dispute arising from a booking will be subject to the exclusive jurisdiction of the courts of England and Wales.

11. Changes to These Terms

We reserve the right to update these Terms & Conditions at any time. The terms that apply to your booking are those in force on the date your deposit is paid.