Thank you for choosing to book Tree Top Escape with Millbrook Estate Management Limited (company no. 03654456) (“MEM”). Please find below our terms and conditions of booking, if there are any points which you would like to discuss please give us a call on 01769 629069 or email us at office@millbrookestate.co.uk and we will be happy to help.
By booking with us, whether for accommodation or a wedding/event, you are agreeing and accepting our terms and conditions as set out below.
Terms and Conditions
By booking with us, whether for accommodation or a wedding/event, you are agreeing and accepting our terms and conditions as set out below.Accommodation only Bookings:
1. Accommodation bookings are non-transferable by you and your booking is only valid for the guest names and numbers as given to us at the time of booking. We understand that on occasion things change and should you have a need to vary a guest in your booking (e.g. due to ill health) please contact us as soon as possible and in advance of arrival and we will assist where reasonably possible.
2. We reserve the right to cancel or transfer your booking (to another date or accommodation with us) in the event that circumstances arise that mean we cannot or are prevented from fulfilling your booking. We will inform you as soon as possible if this arises and in the event of a cancellation by us, we will refund you all monies paid to us. In no circumstances will we be liable to you for any additional sum exceeding the payments we have received from you at the date of cancellation.
3. All bookings (accommodation and weddings/events) are entitled to a cooling-off period of 7 days from the date of placing your booking (“cooling off period”) unless your arrival date falls within the cooling-off period, in which event no cooling off period is provided. During the cooling-off period you may cancel your booking for any reason without financial obligation. Should you decide during the cooling-off period that you do not wish to keep your booking with us please notify us as soon as possible and provided we receive written confirmation from you of your request to cancel your booking within the cooling-off period we will refund your deposit to you in full.
4. Payment of a deposit is required to confirm your booking. The deposit amount required will be confirmed at the time of your booking. Our prices may vary from time to time, the price on your booking confirmation is binding.
5. The balance payment of your booking is to be paid to us in full no later than 8 weeks (56 days) before your arrival date (“due date”). Should your booking be for an arrival date within the next 8 weeks full payment will be required at the time of booking. Failure to pay the balance outstanding on your booking on the due date will result in your booking being automatically cancelled and your deposit will be retained by us, at that point we reserve full rights to re-let the accommodation. It is your responsibility to remember to pay the balance on or before the due date, we do not send out reminders.
6.You may change the date(s) of your booking and/or the accommodation type booked (subject always to our availability) at any time up to 90 days prior to arrival. Any change to a booking will incur an administrative fee of £50 and an additional deposit will be payable to secure the new booking (at such value as applicable to the new booking). The deposit paid by you for your original booking will be applied as a credit towards the final balance outstanding on your new booking. Changes cannot be made to dates and/or accommodation type within 90 days of the arrival date, please see our cancellation terms below.
7. Non-Arrivals / “No Shows” For the avoidance of doubt, in all instances where guests do not arrive or otherwise are a “No Show” for their booking will be deemed to be a voluntary cancellation by you of your booking and acceptance that you will not be eligible for any refund.
8. Your inability (or the inability of any or all of the guests in your booking) for any reason to travel to, stay at Millbrook Cottages or attend a wedding/event at Millbrook Estate for your booking (including but not limited to illness or accidents, personal or family emergencies, a requirement or recommendation to self-isolate or quarantine, jury duty, incarceration, change in personal or work circumstances and travel delays) remains at your risk at all times and does not give rise to a right to cancel or eligibility for a refund other than as is provided under the terms of clause 7 above and clause 10 of the additional terms and conditions for wedding/event bookings below. COVID-19 lockdowns affecting you, Millbrook Cottages or Millbrook Estates are subject to their own specific terms – please see our COVID-19 policy.
9. Should you have need to make any complaint please notify us immediately to give us the opportunity to rectify the situation. We reserve the right not to respond to or deal with any complaint that is not notified to us during the period of your time with us.
10. Any damage or breakage to your accommodation or items, facilities and amenities made available to you must be notified and paid for immediately and prior to your departure. We will not normally charge for accidental damage of a minor nature, but it should still be notified to us in order that we can repair or replace the damaged objects.
11. All of our accommodation and facilities are no smoking areas (including e-cigarettes). We provide designated smoking areas, please ask where these are if you are unsure.
12. Please familiarise yourself and your guests with your accommodation and the facilities, including the guidance for safe usage for the Hot Tub and Sauna and our BBQ house. Use of our facilities is at your own risk. MEM accepts no liability for any accident, injury, loss or damage experienced by any guest, visitor, vehicle or their belongings, however caused. It should be noted that all facilities and amenities are unsupervised and it is your responsibility (and the persons included in your booking) to ensure that children are adequately supervised and to ensure that safety regulations are complied with. Guests are reminded not to approach the animals within the grounds.
13. In order to safeguard the comfort and security of our guests staying at Millbrook Estate, please do not exceed the maximum number of guests for your accommodation at any time. This includes group gatherings in your accommodation.
14. Please leave the accommodation clean and tidy on departure. Please check out of your accommodation by 9.30am, our housekeepers will be ready and waiting to prepare the accommodation for our next guests.
15. Please note that we are an environmentally aware holiday destination and we require all of our guests to abide by our recycling policy. Our rubbish will not be collected unless it is sorted, please ensure your rubbish is correctly sorted. If we have to undertake this task ourselves we reserve the right to charge you £25 for the task of going through your rubbish. Recycling and composting bins are clearly marked and the recycling policy is provided in each accommodation.
16. Please be mindful of other guests staying on site at all times and respect their peace and tranquillity. MEM has a zero tolerance of anti-social behaviour and any illegal substances.
17. In the interest of security, only guests staying in the accommodation whose names have been provided on your booking are permitted on the grounds at Millbrook Estate and in our accommodations. Millbrook Estate and our facilities are for the use of guests staying on-site only, visitors are not permitted. This includes any wedding guests, suppliers or friends/family. In order to protect the security of guests staying on-site, our team will regularly make contact with guests. We reserve the right to require any person or vehicle not included in your booking to leave immediately.
18. Please refer to your check-in and check-out times as detailed in your booking summary. If it is not possible to arrive on your arrival day, please notify us in advance. If you do not arrive on your arrival date and have not notified us of the date and time of your alternative arrival in advance we shall treat your booking as cancelled by you and may take steps to re-let the accommodation. In no circumstances are refunds payable for non-arrivals and “no shows”, see our cancellation terms at clause 7 above for more details.
19. Tree Top Ecsape welcomes two well-behaved dogs at £50 per stay. We ask our guests to be responsible dog owners, if your dog does not have a good temperament and is not safe around animals or children please do not book.
20. Complimentary Wi-Fi is available at Millbrook Estate. This is a shared Wi-FI service available to all our guests and as such its speed of service and availability will be subject to its use and you are requested to use it in an appropriate way. By connecting to our wireless network, you are agreeing to abide by our fair usage policy. This includes users being prohibited from using our wireless network for any of the following: illegal/criminal activity, security violations, threats, offensive material or spam.
21. We offer a range of additional services and facilities that can be added to your booking (“Extras”). Subject to availability, Extras may be added to your booking at any time. Full payment is required at the time of booking any Extras. Extras to your booking (e.g. Guests, romantic packages, dogs, Grill house) can be removed at any time up until 8 weeks before your arrival date, after this date we are not able to accept cancellations and no refunds will be made. All bookings for private dining are non-refundable once confirmed by us.
22. VAT is charged at the current rate and is confirmed when booking.
23. MEM shall not be responsible to any person for any losses, damages or costs arising from any hindrance or failure by it to fulfil (in full or part) any booking (accommodation and wedding/event) in the event of MEM being hindered or prevented from doing so as a result of a “Force Majeure Event” or any other event, cause or circumstance beyond its reasonable control. This includes but is not limited to (a) acts of God, flood, drought, earthquake or other natural disaster; (b) epidemic or pandemic; (c) terrorist attack, civil war, civil commotion or riots, war, threat of or preparation for war, armed conflict, imposition of sanctions, embargo, or breaking off of diplomatic relations; (d) nuclear, chemical or biological contamination or sonic boom; (e) any law or any action taken by a government or public authority, including without limitation imposing a restriction, prohibition, or failing to grant a necessary licence or consent; (f) collapse of buildings, fire, explosion or accident; (g) any labour or trade dispute, strikes, industrial action or lockouts; (h) non-performance by suppliers or contractors; and (i) interruption or failure of utility service.. In such circumstances we may, at our sole discretion, offer a full or partial refund, the opportunity to move your booking to an alternative date or such other remedy we may consider appropriate, having regard at all times to the particular circumstances and all parties acting reasonably.
24. All vehicles are required to be parked in the designated parking areas and are left at the owner’s risk (including contents). MEM will not be responsible for any damage to vehicles (or contents) whilst on the Millbrook Estate, including in any way related or connected to any electric vehicle charging on the Millbrook Estate for which guests remain responsible and liable for at all times. Vehicles are not permitted at MEM overnight unless by prior arrangement or for guests staying at Millbrook Estate.
25. MEM will not be responsible for any loss of guests’ personal property. We have a 7-day lost and found policy. It is the guests responsibility to check for all personal belongings before departure from the Millbrook Estate. Any items found after guests have departed can be sent to the guest at their expense.
26. MEM does not accept any responsibility or liability for contractors and service providers engaged by you in relation to any booking, wedding or event with us (including those on our supplier list). We recommend that you request to see a copy of each contractor/supplier’s public liability insurance prior to engaging with them and ensure you are satisfied that they have the adequate ability and insurance to perform the service/contract you require. To clarify, we are in no way associated or related to any contractors or service providers and your arrangements with any contractors or service providers are a direct contract between you and that contractor/service provider and under which MEM has no involvement, responsibility or liability to you or the contractor/service provider.
Additional Terms and Conditions for Millbrook Estate Weddings and Events:
The above terms and conditions for accommodation bookings also apply to all wedding and event bookings with us, to the extent they are applicable. In addition, the following terms and conditions apply to all wedding and event bookings.1. MEM offer provisional bookings for weddings and events which will be held for 7 days after agreeing a provisional booking request. If a provisional booking is not confirmed it will automatically be cancelled after this 7 day period.
2. All wedding and event bookings are confirmed only after a deposit has been paid and the booking form has been received by us. Please see our wedding and event deposit and payment terms below.
3. MEM reserves the right to cancel your wedding/event booking (including any accommodation element of your booking or any Extras) if payment(s) is not made on or before that dates due, as stated on your booking confirmation. In such circumstances you will be deemed to have breached your contract with us and as such you will not be eligible in any circumstances for a refund of the deposit or other sums paid by you at that date.
4. We reserve the right to cancel or transfer your wedding/event booking (to another date) at any time in the event that circumstances arise that mean we cannot or are hindered or are otherwise prevented from fulfilling your booking. We will inform you as soon as possible if this arises and in the event of a cancellation by us we will refund you all monies paid to us. In no circumstances will we be liable to you for any additional sum exceeding the payments we have received from you at the date of cancellation.
5. Our wedding/event booking form constitutes the entire agreement between MEM and the persons named in the booking. In submitting your wedding/event booking form to us you are acknowledging that you have not and are not relying on any statement, promise or representation made or given by, or on behalf of MEM, which is not set out on the wedding/event booking form. If you are unclear about any element of your proposed wedding/event booking, please discuss this with us in advance of making your booking, we would be more than happy to assist you.
6. A deposit for the venue hire element of your wedding/event booking is required to secure and confirm your wedding/event booking. We will confirm this amount with you. This is in addition to any deposit payable on any accommodation element of your booking with us.
7. As with any accommodation element of your booking with us, the balance payment of your wedding/event booking is to be paid to us in full no later than 8 weeks (56 days) before your arrival date (“due date”). Should your booking be for an arrival or wedding/event date within the next 8 weeks full payment will be required at the time of booking. As per clause 3 above, failure to pay the balance outstanding on your wedding/event booking on the due date will result in your booking being automatically cancelled and your deposit will be retained by us, at that point we reserve full rights to re-let the venue. It is your responsibility to remember to pay the balance on or before the due date, we do not send out reminders.
8. We will facilitate any additional requests we can (subject to availability). We offer a range of additional services and facilities that can be added to your wedding/event booking (“Extras”). Subject to availability, Extras may be added to your booking at any time. Extras added to your booking (e.g. additional guests, BBQ house) can be removed at any time up until 8 weeks before your event date, after this date we are not able to accept cancellations and no refunds will be made. All bookings for private dining are non-refundable once confirmed by us.
9. All wedding/event bookings have the benefit of the same 7 day cooling off period provided for in the terms and conditions for accommodation bookings above.
10.You may change the date of your wedding/event booking up to the day of arrival subject to availability as per our cancellation terms and conditions. If the change to your booking results in a higher deposit amount being required, the change to your booking will only be confirmed on us also receiving payment of the additional deposit amount from you.
11. Access to Millbrook Estate and the grounds by you (or persons engaged by you for the purposes of your wedding/event) in advance of your booking dates is strictly by prior appointment only.
12. The persons intending to hold their wedding or civil partnership with us are solely responsible for booking and paying of a Registrar / Celebrant.
13. MEM is in an Area of Outstanding Natural Beauty; the throwing of confetti is limited to natural petals. A cleanup charge of £100 will be applied if any other confetti is thrown. It is your responsibility to ensure that your guests are aware of this prior to the event.
14. During your event, guests are only permitted to congregate within the areas of our grounds and the Millbrook Estate that will be specified to you for your event. Please note that no guests other than guests staying in your accommodation or included in your booking with us are allowed to attend your event unless we have agreed an alternative arrangement with you in advance.
15. You are responsible for the behaviour and actions of the guests attending your event while at Millbrook Estate. Inappropriate behaviour may result in your event being stopped early or cancelled. Guests may be asked to leave the grounds if their behaviour is threatening, aggressive, anti-social, or damaging in any way to the venue. In this circumstance your full support is required. This is in addition to the terms of any accommodation booking your guests also have with us.
16. You shall pay for any loss or damage to any part of the Millbrook Estate premises, or to any fixtures, fittings and equipment, caused by you, a guest at your event or any external contractor engaged by you. MEM will not be responsible or liable in any way for damage to any article brought onto the Millbrook Estate or any of our accommodation or venues. We strongly advise you take out appropriate insurance.
17. MEM will not be responsible or liable in any way to any person should your wedding or event not proceed for any reason not of MEM’s doing or control, nor for any gifts or property bought onto Millbrook Estate during your wedding or event.
18. No additional amplified music is permitted in the Nest, accommodation or surrounding area. Please note that regulations imposed by the Registrar prohibit the use of “religious music” during a wedding or civil partnership ceremony. If there is any doubt to this, please check directly with the Registrar.
19. For fire and security reasons please provide us with a list of all guests who will be attending your wedding/event no later than 1 week in advance.
20. MEM does not accept any responsibility or liability for contractors and service providers engaged by you in relation to any booking, wedding or event with us (including those on our supplier list). We recommend that you request to see a copy of each contractor/supplier’s public liability insurance prior to engaging with them and ensure you are satisfied that they have the adequate ability and insurance to perform the service/contract you require. To clarify, we are in no way associated or related to any contractors or service providers and your arrangements with any contractors or service providers are a direct contract between you and that contractor/service provider and under which MEM has no involvement, responsibility or liability to you or the contractor/service provider.
21. We operate a suppliers list for weddings and events held at the Millbrook Estate. In making your wedding/event booking with us you are agreeing to only engage with suppliers and contractors on our suppliers list. Our suppliers list can be found on our website www.millbrookestate.co.uk and will be updated from time to time. Exceptions to our suppliers list can be considered but are subject to our approval and are to be confirmed in writing by us no later than 12 weeks before your wedding/event date. In particular, it is noted that no other wedding/event photographer or caterer is permitted within the grounds of Millbrook Estate without exception. As per clause 21 above, any engagements between you and the suppliers and contractors on our suppliers list are a direct contract between you and the relevant supplier/contractor and MEM is in no way liable or responsible to you or the supplier/contractor for any such contracts or arrangements.
22. If any damage is made to our event venues or facilities or any additional non-standard cleaning is required in relation to your wedding/event, additional costs will be charged to you, the persons having made the booking with us. Such additional costs will be the costs incurred by us to satisfactorily repair or replace damaged items or enhanced cleaning services.
23. If you are not satisfied with any aspect of your wedding/event at Millbrook Estate, in order to investigate and resolve this for you please provide written notification within 14 days of your wedding/event. MEM reserves the right not to respond to or deal with an issue or complaint raised after this period.
It is a condition of all bookings at Millbrook Estate that all persons making a booking with us sign our terms and conditions, acknowledging receipt and agreement to them. In most cases this can be done electronically.
CANCELLATION POLICY
For Clarification, a change of date would be classed as a cancellation and rebooking
Bookings made directly with us after 1st September 2023 (not via an Online Travel Agent) are subject to the following terms:Cancellation terms and conditions can be complex and challenging to navigate, but at Millbrook Estate, we strive to provide our customers with clear and concise guidelines to follow. In the unfortunate event that we are forced to close due to Force Majeure, which may include acts of God, natural disasters, war or civil unrest, nuclear, chemical, or biological contamination and your booking is affected, we will refund you in full.
However, our cancellation policy will apply if you need to cancel your booking for any other reason. We understand that unexpected events can arise, so we have established a tiered scale that determines the amount charged based on the number of days before the start of the booking that notification of cancellation is received. *Please note the 5% booking fee is not included in the booking value and is non refundable.
| Number of days before the start of the booking that notification of cancellation is received | The percentage of total booking value payable by the Customer |
|---|---|
| More than 120 days | 15% of the booking cost |
| 57 to 119 days | 25% of the booking cost |
| 0 – 56 days | 100% of the booking cost |
To ensure prompt processing of cancellations, we recommend that customers send written notification by email, requesting confirmation of receipt. The effective date of cancellation is the date we receive written notification, and any refund due will be made within 14 days. Please note that upon cancellation, the customer will remain liable for the percentage of the booking cost shown in the chart provided, based on the number of days’ notice given.
If we can obtain a replacement booking, we will refund the customer the total amount paid, less a 15% cancellation fee and any difference in price between the original booking and the replacement booking, if one is made. For example, if a fully paid £1000 booking is cancelled and relet for £900, the original customer will receive a refund of £865.
Travel / Wedding Insurance
It is the customer’s responsibility to obtain suitable travel and/or wedding insurance to cover themselves and their party in case of unforeseen circumstances, such as jury duty, incarceration, change in personal or work circumstances, military service, illness, including COVID-19 and shielding, family emergencies, and travel delays. We strongly recommend that customers acquire adequate insurance to protect against such events.
Bookings placed before 01/09/2023 are covered by our limited Cancel Cover Policy, and are subject to the following terms: If you cancel up to and including your day of arrival for any reason OTHER THAN CORONAVIRUS ILLNESS OR SELF-ISOLATION* or WAR, you will receive a refund of 85% of the total booking cost, including any pre-paid extras with the exception of our booking fee. Refunds for payment for cancelled bookings will be released to the cancelling guest at the latest within two weeks of cancellation.
*We cannot cover you (or members of your party) for being unable to travel because you (or a member of your party) fall ill with Covid or are required to quarantine or self-isolate. These events can be covered by you taking out travel insurance. Many policies include cover for illness with Covid and self-isolation (example below), and many bank annual travel policies also cover this.
For this reason we strongly recommend that you also take out your own travel insurance for UK holidays which covers booking cancellations. This is available at very affordable rates, and gives you the peace of mind that you will get your money back if you need to cancel your holiday. If you choose not to then you accept responsibility for any loss that you may incur due to your cancellation not falling within the terms of our cover. You can look for suitable cover on comparison sites such as GoCompare.
ELECTRIC VEHICLE CHARGING POLICY
1. About this policy1.1 This policy sets our how Electric Vehicles (EV) should be recharged while at the Property and the responsibilities of EV owners in respect of safe charging.
1.2 Any reference to "Property" in this policy is a reference to the Property including any garden, grounds, outbuildings, garages or communal spaces.
1.3 This policy forms part of our contract with you. A breach of this policy will constitute a breach of the contract between us.
2. Who does this policy apply to?
2.1 This policy applies to all members of the Booking Party and such other visitors of the Property. It shall be the responsibility of the Lead Guest to inform all members of the Booking Party and any visitors of this policy.
3. What is an Electric Vehicle?
3.1 For the purpose of this policy an EV is any vehicle that uses electric motors, either fully or partially, to drive its wheels. It will derive some or all its power from rechargeable batteries which requires connection to the electricity grid (plug-in). This includes fully chargeable and plug-in hybrid cars, motorbikes, buggies, scooters, mopeds, bicycles, utility vehicles and tracked vehicles.
4. Domestic chargers are not permitted at the Property
4.1 Most EVs are supplied with a domestic charger, commonly known as a 'granny charger' or a ‘trickle charger’. These cables recharge the EV using a domestic power source via a 3-pin wall socket.
4.2 Domestic chargers are not suitable for use in the Property and will create a fire hazard. The use of domestic chargers is strictly forbidden.
4.3 We retain the right to carry out reasonable inspection, on a without notice basis, to ensure that granny chargers are not in use in the Property.
4.4 You are solely liable for any damage or loss suffered by us as a result of your unauthorised use of domestic chargers.
5 Dedicated charging points for EVs
5.1 Tree Top Escape has one dedicated charge points located behind the Meadow Room installed by VOLTSHARE (DCP).
5.2 The DCP is exclusively for the use of the Booking Party, our staff and approved contractors. Visitors to the Property who do not comprise the Booking Party are not permitted to use the facilities without our express permission.
5.3 The DCP requires an APP with a smartphone and account to be set up (VOLTSHARE) in advance, payment is made direct with VOLTSHARE. Prices on correct on the App at the time of use.
5.4 You must not:
(a) use a DCP if you are not authorised to do so;
(b) use any splitting cables or modify the DCP in any way;
(c) smoke in the vicinity of any DCP;
(d) use the DCP for any commercial EV such as a taxi, ridesourcing or ridesharing EV (such as Uber, Lyft or similar services); delivery or transport EVs including buses or for any other commercial venture;
(e) occupy a DCP once charging of the EV is complete or once your fair usage period in accordance with the table at 5.3 ends. We reserve the right to charge a reasonable fee where you fail to remove your EV from the DCP.
5.5 DCP spaces must not be occupied, or access impeded, by non-EV Vehicles or EV vehicles not using the DCP for charging purposes.
5.6 We do not guarantee the availability of a DCP and unavailability of the DCP shall not constitute a breach of our Guest Terms.
5.7 Authorisation for the use of a DCP during your Stay must be made prior to Booking. We reserve the right to withdraw this authority at any time and for any reason.
5.8 Use of the DCP is at the owner’s own risk and we do not accept any liability for loss or damage sustained by you or your EV as a result of using the DCP unless the damage was caused directly by our negligence.
5.9 You shall be responsible to us for any damage to the DCP or loss suffered by us caused by your use of the DCP.