Terms & Conditions
cornishfamilybreaks.com is operated by Tremough Campus Services Ltd, whose registered office is Tremough Campus, Treliever Road, Penryn, Cornwall, TR10 9EZ.
Use of Your Personal Information
Tremough Campus Services Ltd is notified (registered) as a data controller under the Data Protection Act 1998. The Data Protection Act puts obligations on users of personal information and lays down principles for its use. Information has to be processed fairly and lawfully. This means you are entitled to know how we intend to use any information you provide.
Tremough Campus Services Ltd will use the personal information that you provide to us to process your booking and book your break. We may need to pass your personal information to third-party service providers such as travel providers, if you have requested these additional facilities.
You must inform other members in your party of the information about them, which you are providing us with and what we will use it for. You may choose to provide us with information about your health or the health of members in your party so we can assist you with any special needs. This information will only be used for the purpose(s) for which you provide it to us. Please note that we can only discuss/amend a booking with the lead guest.
Tremough Campus Services Ltd will also use your information for internal market research and records purposes. We may also use your information to contact you about other breaks or services brought to you by Tremough Campus Services Ltd.
If you do not wish to receive such information please contact the Data Protection Officer, Tremough Campus Services Ltd, Tremough Campus, Treliever Road, Penryn, TR10 9EZ.
Tremough Campus Services Ltd may monitor and record telephone calls made to our reservations department for quality control and staff training.
Booking with Cornish Family Breaks.com
There are two easy ways to book:
1 Online – cornishfamilybreaks.com. You can book direct via our website in the Bookings section. It also provides the latest information available on our breaks.
2 By telephone – Call us on 01326 370775 to make your reservation, lines are open Monday to Friday, 9.00 to 5.00pm.
We need to know
• Your name and address
• The names and addresses of all members in your party
• Whether any of your party have restricted mobility or access requirements – see Guests with Special Needs section
Only the guests listed on the confirmation of booking may occupy the accommodation. If any other person/persons are found in occupation, Tremough Campus Services will terminate the contract. The guests and unauthorised persons will be asked to leave the site immediately and refunds will not be given.
Paying for your break
To ensure we can meet all requirements, please do not process any payments to Tremough Campus Services until you have read the Terms and Conditions of reservation.
The easiest way to pay for your break is by debit or credit card at cornishfamilybreaks.co.uk.
Our preferred method of payment is by Delta or Maestro. However, we do accept MasterCard and Visa. We do not accept American Express or Diners Club.
At the time of booking we will require:
• Card number
• The last three digits of your security code
• Expiry date
We do not charge extra when you pay by credit or debit card.
Cheques: If you are paying for your booking by post, cheques should be made payable to Tremough Campus Services Ltd and sent to Tremough Campus, Treliever Road, Penryn, TR10 9EZ. Cheques cannot be accepted for breaks starting within 14 days of the booking.
Do not send cash as we are unable to accept cash payments.
There is a £20 charge for dealing with cheques refused at the bank. Post-dated cheques will not be accepted. Any bank charges incurred for these cheques are solely the customers’ responsibility.
Full payment is required at time of booking. Payments made by cheque must be received within 7 days of reservation. Please note payment reminders will not be sent, if your booking is not paid by this time, it may be cancelled.
Late bookings
If the break is booked within 21 days, payment will need to be by credit or debit card over the phone and the card must be presented, along with a form of photo identification before room keys can be issued.
Insurance
Tremough Campus Services strongly suggest adequate insurance is taken out for your break.
The contract
The contract takes effect when you confirm and pay with debit or credit card or when your cheque clears our bank. The contract lasts until you and your party leave the site.
A contract will come into existence between you and Tremough Campus Services when:
• We tell you on the telephone, or online over the internet, that your booking is confirmed or
• We accept your payment by issuing written confirmation of your booking
The contract binds you and all members of your party. It is your responsibility to ensure that all members of your party accept the Terms and Conditions of reservation and the provisions contained in them. Failure to disclose all relevant information or comply with these terms may lead to termination of the contract and loss of the booking. You remain the lead guest and contact point for the booking; you must personally attend the break booked. Your break cannot be passed or sold to a third party. We will only discuss details of the booking with you, the lead guest.
Your reservation
Your booking will only be confirmed once payment is received. When you receive your confirmation of booking, please telephone us on 01326 370775, if any of the details contained in it are incorrect.
If you change your booking
If you wish to add more rooms to a booking, you will not be charged an amendment fee. Other changes to your booking, for example a change of name, will incur an amendment fee of £20. Any change to the lead guest will be treated as a cancellation and subject to cancellation charges as outlined below. Part cancellations are subject to our normal cancellation charges (see if you cancel your booking).
Date changes
One change to your booking can be made free of charge. However, thereafter, all changes will incur a charge of £20, subject to availability. You will also incur additional charges if the cost of your break rises. It should be noted that we cannot change dates from one calendar year to the next.
If you wish to change your booking, please contact us on 01326 370775. Requests must be made in writing or by telephone by the lead name on the booking. Only one date change allowed per booking. Date changes are not allowed for bookings where the break starts in less than 14 days.
If you cancel your booking
As soon as you know that you need to cancel, call us on 01326 370775. Cancellation charges are calculated from the date we receive your verbal instructions, please see table below:
Cancellation charges
Over 2 Weeks – No charge
Less than 2 weeks and more than 24 hours – 25%
Less than 24 hours – 50%
Cancellation charges are calculated on the start date of your break. In the event of this being amended, charges will apply to the earliest date whether this is the original or amended start date. Any refunds due can only be made by the method of the original payment. If you have not arrived by 08:00 on the morning after your break was due to commence, or contacted the site to confirm your arrival, we will assume that the break is cancelled and the total cost will be forfeited
If we change or cancel your booking
We aim to provide all the services and facilities as described. Should it be necessary for us to make a major change to your booking or, in exceptional circumstances, to cancel your booking, we will try to advise you as soon as possible and provide the following options:
• A replacement break comparable to the one booked
• A replacement break together with the difference in price between the replacement break and the break booked
• A full refund
Arrival and departure times
Your accommodation key passes will be available on the day of arrival from 14:00.
Fully paid accommodation will be held until 08:00 on the day following the date your break was due to commence. On your departure day, we ask that you vacate your accommodation by 10:30 and return your keys to the Lodge reception. Failure to check out by the designated time, will incur charges for an additional nights stay.
Minor alterations
Alterations such as the withdrawal of certain amenities, facilities, activities and entertainment may be made by Tremough Campus Services for reasons beyond our control.
Advertising accuracy
We try to ensure all information, photographs and accommodation descriptions have been compiled from the most accurate sources available at the time of publishing. It should be noted that photographs and artists’ impressions are illustrative only. All details and information on Tremough Campus Services was correct at time of publishing in March 2010.
Accommodation décor, size and layout may vary. Pictures featured within advertising are a typical representation. (Not all accommodation is identical to the pictures shown, and not all accommodation is at ground level).
Free
Reference to items as ‘free’ means they are included within the cost of the break.
Limitation of liability
Tremough Campus Services accepts responsibility for those arrangements that are within its control but cannot accept liability for any injury, loss or damage suffered by you or any member of your party unless one of the following applies:
• There was willful default by us, our employees or agents or
• Death or personal injury was caused by the negligence of Tremough Campus Services, our employees or agents.
For all claims other than death or personal injury, which result from the non-performance or improper performance of our contract, we will pay reasonable compensation in all circumstances. Please notify any shortcomings or complaints to the site team immediately so that they can be remedied. Claims may be reduced or rejected if we have not been given the opportunity to put matters right or investigate.
Pricing
All pricing is subject to promotional availability at the time of booking your break. We guarantee that the price shown and agreed on your confirmation of booking for the accommodation, party size, plus any supplements is the amount payable by you.
We reserve the right to raise or lower our break prices and other charges at any time before booking. Please note that all prices shown are inclusive of VAT at the prevailing rate.
Cleaning & Damage Charge
A charge of £25 for cleaning will be taken from your payment card if your accommodation is left an unsatisfactory condition and therefore requires extra cleaning time. Any damage will be charged to the lead guest.
Pets
Pets are not permitted on the site. Assistance dogs are accepted by prior agreement.
Contagious diseases
Should Tremough Campus Services become aware, or have reasonable grounds for suspicion, that a guest has contracted a contagious disease which has the potential to infect a large number of people quickly, they and their party will be required to leave the site. If this is not possible, then restrictions will be placed upon their activities and movements in order to prevent the disease being transmitted to other guests. We are unable to offer any refund in such circumstances and strongly recommend guests obtain suitable break insurance prior to travel to cover any such eventuality.
Guests with special needs
If you have special requirements, please let us know at the time of booking. We will do our best to meet these requirements but they cannot always be guaranteed. If your special request is a necessity for you to be able to take a break, or any member of your party has restricted mobility or access requirements, please contact us on 01326 370775.
Tremough Campus Services has a limited number of fully adapted accommodation units, which may be suitable for guests with disabilities. In order for Tremough Campus Services to provide you with full information of what is available on Site and to discuss your specific requirements and needs call us on 01326 370775.
When a booking is made, a special needs information form is sent to the guest with the break confirmation and it is a requirement of the booking that this form is completed and returned in advance of the break to the Site Special Needs coordinator.
The details we require are:
• The number of disabled guests and carers in your party
• Advice of any special needs these guests may require
• The number of and sizes of wheelchairs being brought to the Site
• The number and sizes of hoists being brought to the Site
• The numbers of and width of any scooters being brought to the Site
• Details of any prescribed medication
We wish to ensure that we can provide the right accommodation and service and so require these details to meet your expectations.
If you have a comment
If you are dissatisfied with any aspect of your break whilst on site, please speak to the Manager responsible for the area concerned. If they are unable to resolve the issue, then please speak to the Director of Support Services. They will endeavor to help you immediately so that you can enjoy the rest of your stay. If you do not give us the opportunity to resolve the problem locally by reporting it whilst on Site, we may not be able to deal positively with any comment on your return. Claims may be reduced or rejected if we have not been given the opportunity to put matters right or investigate your concerns.
If, at the end of your break, you feel that we have not dealt with your comments satisfactorily, the lead guest should write to the Director of Campus Services, Tremough Campus Services Ltd, Treliever Road, Penryn, Cornwall, TR10 9EZ. Please submit any written comments within 28 days of returning from your break so we can properly investigate your complaint. Please write your break reference number on your letter and include your telephone numbers.
General
Please show consideration to other guests and Tremough Campus Services team members and treat the facilities with respect. Offensive or illegal behavior or excessive noise will not be tolerated. If guests fail to comply with these rules, their contract may be terminated and they and their party will be asked to leave the site immediately (without refunds). Contracts will also be terminated if Tremough Campus Services has a reasonable suspicion that any guest has committed, or intends to commit, an offence.
Please treat your accommodation with care and respect. It may be inspected at the end of the break. You will be held responsible for any damage caused during your stay. Damage to your accommodation may also result in the termination of the break with no compensation. On departure, please leave your accommodation in a clean and tidy condition. Check your accommodation carefully prior to departure, as we do not accept liability for items left behind. We reserve the right to charge you, during or after your stay, for any loss or damage to our property. We reserve the right to enter accommodation at any time and for any reason, to ensure the safety and wellbeing of all our guests.
Tremough Campus Services reserves the right to require any guest be interviewed by us, on Tremough Campus Services premises, to enable us to look into instances of damage or nuisance to Tremough Campus Services property or guests. Any person who refuses to comply, without a reasonable excuse, will be treated as having terminated their contract. They and their party will then be asked to leave the site immediately and refunds will not be given. We reserve the right of entry to our site, and the right to refuse entry to our site without notice.
Guests are advised not to bring electrical appliances to the site. If they do so, they use the equipment at their own risk.
Alcohol
For the safety, wellbeing and enjoyment of all our guests, we do not allow guests to bring excessive quantities of alcohol onto site. The quantity that is deemed excessive will be at the absolute discretion of Tremough Campus Services management.
Where excessive quantities of alcohol are/have been brought on site, then the alcohol will be removed and returned only at the end of the break. Where repeated attempts to breach this condition are made, Tremough Campus Services reserves the right to terminate the contract without notice and without refund of monies paid. Proof of age may be asked for when buying alcohol on site. Accepted forms of ID are photographic driver’s licence or passport.