Terms & Conditions – Belle Aire Holiday Park Hemsby
Bookings & Payments
It is important to us that you understand the terms on which we are making our agreement. Please read these terms carefully. These terms include important information you need to know before you book, such as:
Who we are
How to book your break;
How and when to pay for your break;
Information about arriving, staying and departing from our Caravans or Chalets;
Information we will need to know about you and your party and how we use the personal information that you provide to us.
How you can change or cancel your booking;
How to contact us
As a consumer, you have legal rights in relation to your holiday booked with Hemsby Belle Aire Ltd (referred to as "Belle Aire /we/our/us" if it is not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office.
1. Who we are
Belle Aire Holiday Park Hemsby Ltd (referred to as "Belle Aire /we/our/us") sells Caravan & Chalet holidays via the website, via contacting Belle Aire “the site”, via 3rd party booking agents. We are a company registered in England under company number 03047694 and with our registered office at 7 The Close Norwich NR1 4DJ, NR29 4HZ.
2. How these terms and conditions apply to our contract
We consider these terms and conditions (the "Terms"), together with your request for booking and our booking confirmation set out the entire agreement between you and us for the supply of our services to you (“Contract”). We intend to rely upon these Terms in relation to the Contract between you and us.
Please ensure that you and all members of your party read and understand these Terms before you submit your request for a booking (“Booking Request”). Please note that by submitting a Booking Request, you and all members of your party agree to be bound by these Terms. This does not affect your statutory rights as a consumer. A copy of these Terms can be viewed and printed from our website for future reference.
Please ensure that you have checked your details in your Booking Request (see below) and that these are complete and accurate before you commit yourself to the Contract. If you think that there is a mistake in either the Terms or the Booking Request and a change is required, please make sure that you notify us within 24 hours of making your booking by writing to us at (firstname.lastname@example.org) or call us on +44 (0) 1493 731 164
We reserve the right to change these Terms at any time and any such changes will apply in relation to any new Bookings Requests submitted after the changes are posted on the website, at Belle Aire Holiday Park Hemsby or otherwise brought to your attention. Please read the Terms each time you submit a Booking Request to ensure you understand the Terms which will apply at that time as submission of a Booking Request shall signify that you have accepted to be bound by the latest set of Terms.
3. Making a booking
How to make a booking
In order to submit a Booking Request, you will need to complete a booking form (either on the website, over the phone or at the Belle Aire Holiday Park Hemsby). The booking form process allows you to check and amend any errors before you submit the Booking Request to us. Please take the time to read and check your booking at each stage of the booking process, as it is your responsibility to provide us with the correct information. If you have made the Booking Request via the telephone, we will read back your details to you so that you can confirm that they are correct.
Our acceptance of your Booking Request is our absolute discretion and will only take place once we issue an email confirming your booking containing a booking reference number. This written confirmation shall signify that we have accepted your Booking Request, subject to these Terms. At this point a Contract shall come into existence between you and us on these Terms.
Subject to any enduring conditions, the Contract will last until you and your party leave Belle Aire Holiday Park Hemsby.
When a booking has been made in advance of 6 weeks before the commencement of the booked stay then a 20% deposit is required when booking. If the Booking has been made within 6 weeks of the holiday commencement date then a full payment is requested when booking.
Conditions of booking
By making a Booking Request you confirm that:
You are over 21;
You have the authority of all persons in your party to book on their behalf
If the booking being made does not include yourself that there is at least one person in your party that is at least over 18 at the time of the stay;
You accept these Terms; and
You agree that you will be responsible for any loss or damage caused by you, any member of your party or animal accompanying you.
Our Contract binds you, (the person named on the booking confirmation) and all members of your party, including children and any day visitors. You must ensure that all members of your party are aware of, and accept these Terms. Our Contract continues until the last member of your party has left Belle Aire Holiday Park Hemsby, including any extension to your stay and for such time afterwards as may be necessary.
Please note a transfer of a booking to another person or party must be done through the original person making the booking. The existing booking will need to be amended in accordance with the terms as set out within this document and a new booking made. An administration fee will apply to making changes to a booking of £10.
The maximum number of people occupying your accommodation must not exceed the number shown in the particulars of either the Caravan or Chalet booked, (although please note that in addition to the number shown in the particulars of the Caravan or Chalet, you may also have up to 2 infants under the age of 2 in your Caravan or Chalet). If the maximum occupancy has been exceeded for the accommodation booked then park staff & management reserve the right to ask that all persons are to leave the park. No refund will be given if these terms have been broken and the maximum numbers of people have been exceeded within the accommodation booked and the group has been asked to leave the park.
Bookings are subject to minimum stay requirements, according to the type of break that you choose. Our caravans & chalets can be booked either for a 3 night weekend (Friday to Monday), 4 night midweek (Monday to Friday), a full week stay (starting and finishing on either a Monday or a Friday) or any combinations of the above. Belle Aire Holiday park Hemsby will at times during the year possibly offer an alternative amount of days able to book but the same terms and conditions apply to the duration of the stay. If you have to cut your booking short for any reason, we cannot give you a refund under our standard Terms, please see our Cancellation protection option for more information.
Single sex groups
Group and single sex bookings are welcome at Belle Aire Holiday Park Hemsby with the understanding that from 10pm we ask guests to respect the need for privacy and quiet by other guests. The location is not considered suitable for stag and hen groups looking to play loud music and use the accommodation booked for parties after 10pm, while we also understand that not all such single sex groups are rowdy. We would be delighted to discuss the needs of groups travelling to Belle Aire Holiday park Hemsby in advance to make sure that we can tailor your break to your needs: please call us on +44 (0) 1493 731 164
You will pay to us the price of your holiday as set out online or as quoted by our staff members at the time that you submit your Booking Request either by telephone to Belle Aire Holiday Park Hemsby or by yourselves on site at location.
Caravan and Chalet prices vary depending on the time of the year. If your stay falls within two or more price bands, the corresponding price for each date range will be charged for the days that you stay during the relevant price band. Prices include VAT at the current prevailing rate.
The price includes:
Use of the Chalet or Caravan booked for the maximum number of guests indicated on the booking specifications for that accommodation
Any other amenities or services described as included in the price of your break in the information provided to you on our website or relayed to you by one of the staff when the booking was made.
Prices do not include any additional services, features and facilities unless they have been specifically included as part of a promotion to your booking. Additional services, features and facilities (such as electricity by card, extra packages, travel cot hire etc.) and details of how to book them can be found on our website, www.hemsbybelleaire.co.uk. Additional charges apply for these such services, features and activities. Please note that on occasion’s activities that are booked with one of our external partners, an additional separate agreement may be required to be entered into.
Price adjustments, promotions and discounted offers are introduced at our discretion and are subject to availability. Offers cannot be used in conjunction with any other promotion or discounted offer and may be withdrawn at any time prior to the Contract being formed. Retrospective refunds are not permitted against any price adjustment; promotion or discounted offer advertised after such time a Contract is made. Discount codes or promotions cannot be added retrospectively.
If you place your booking more than 43 days prior to the start date of your holiday, we will request a deposit of 20% of the booking plus any fees due for Flexible Cancellation or Breakage Protection. The balance of the full payment will be due 42 days to the start date of your holiday.
For all bookings received within 6 weeks/ 42 days of your holiday start date, full payment is due at the time of booking.
If we do not receive the full payment from you by the due date, we will treat this as a cancellation of the booking and you will forfeit the total cost of any payments made to date. An automated email will be sent as a reminder for payment and we allow 48 hours as grace period to make full payment of accommodation booked.
Payment for bookings can be made by Debit or Credit Card, either online or over the telephone.
6. Mobility requirements and special requests
We have onsite one static Caravan specially manufactured for use by our customers with mobility difficulties. Please make enquiries as to their suitability before booking. Please note that if you are able bodied and book this specially adapted cabin without needing its facilities, you may be asked to move to an alternative Caravan of an equivalent grade or above in order to accommodate a guest who does require the facilities provided. The kitchen area of the Caravan does not have lower counters or appliances and would require another member of the booking to be able to use the facilities within the kitchen area on behalf of the person with mobility difficulties. At the time of booking either by online specifications or by booking with a member of staff these details should be provided.
7. Services, features and facilities
Location services, features and facilities may vary depending on the time of year or if special events are on during the time of booking. Details of services, features and facilities will be prominently displayed at Belle Aire Holiday Park Hemsby.
Information about features, facilities and services at Belle Aire Holiday Park Hemsby, is, to the best of our knowledge and belief, accurate at the time of publication on the website, however, Belle Aire Holiday Park Hemsby cannot guarantee that these services, facilities and features will be available during your holiday.
8. Cancellation and changes to your booking
Changes made by you
If you want to amend your booking, please notify us as soon as possible. Amendments to your booking can be made up to 6 weeks prior to the start date of your holiday, subject to availability and to payment by you of a £10 administration fee. If you wish to transfer your booking to another date within the year, we will use our reasonable endeavours to satisfy your request wherever possible, but we shall be under no obligation to do so.
Cancellation by you
If you want to cancel your booking, you must notify us as soon as possible and confirm this in writing. Provided we receive the written notice of cancellation not less than 6 weeks before the start date of your holiday, only the deposit will be forfeited.
If you have decided NOT to take the option and pay the small fee of a cancellation protection the following applies to your payments, rights and returns.
1. If you wish to cancel your booking within 14-42 Days (The period in which full payment is made for the booking as set out in the booking agreement) a refund of 50% will be issued less a £10 Administration fee.
2. If you wish to cancel your booking between 7-13 days before your holiday is due to commence without the cancelation protection you are only entitled to offset the amount paid against a future booking with us.
3. If you wish to cancel your booking 7 days before your holiday is due to commence without the cancelation protection no entitlement to offset the amount against a future booking will be issued and No refund for the holiday booked.
Even with the best-laid plans, sometimes-unforeseen events can mean that you are unable to take your holiday as intended. We recommend that our guests make use of our Cancellation Protection option in order to provide peace of mind should the worst happen.
How can we help?
If you have selected the Cancellation protection option and have paid the appropriate fee the following will apply;
1. If something happens more than 14 days before your holiday is due to commence, you can either request:
a. Your refundable balance is offset against a future holiday with us. No administration fee will apply for this change to your booking.
b. A refund of 100% of your refundable balance less a £10 administration fee.
2. If something happens between 7 – 13 days of the date on which your holiday is due to commence, you can either request:
a. Your refundable balance is offset against a future holiday with us. No administration fee will apply for this change to your booking, however your future holiday rebook will no longer be eligible for the flexible cancellation option.
b. A refund of 50% your Refundable Balance less a £10 administration fee.
3. If something happens between 2 - 6 days of the date on which your holiday is due to commence, you can either request:
a. Your refundable balance is offset against a future holiday with us. No administration fee will apply for this change to your booking, however your future holiday rebook will no longer be eligible for the flexible cancellation option.
b. A refund of 25% your Refundable Balance less a £10 administration fee.
No refund is given if the holiday booked is cancelled within 24hrs on which your holiday is due to start.
Your refundable balance is all monies paid less the Cancellation protection Fee is applied to the booking, any charges incurred by payment made on a credit card and any unrecoverable commitments that we have made to third parties in connection with any pre booked activities and events. Any refunds due can only be made by the original payment method.
You can only choose Cancellation protection at the time of booking your holiday and it can’t be added on later. The above cost (“Cancellation protection Fee”) will be added on to your holiday booking price and is payable in full at the time of booking.
Changes made by us
Occasionally, we have to make changes to bookings. Whist we endeavour to avoid making major changes, we reserve the right to do so in exceptional circumstances. This might include offering you one of the following:
Change to accommodation - If the accommodation that you booked is unavailable, we will in the first instance, endeavour to offer you similar accommodation.
Changes in date - If the date of the booking is unavailable, we may offer you alternative holiday dates.
Cancellation by us
We reserve the right to cancel your holiday. In the unlikely event of us having to cancel your holiday (except where you have failed to make full payment on time) we will offer you the choice of a full refund of all monies paid to us or the option of re-booking your holiday at a comparable standard in cost.
Please note that any refunds due can only be made by the original payment method.
9. Authorised account setup
When Booking online the option of setting up an account will be made available and your contact details will be kept on the system. The terms and conditions with regards to data protection can be found through our third party booking management company www.campmanger.co.uk
10. Arrival and departure
Arrival time on Location is between 3pm and 11:00pm on the agreed date of arrival.
If you are likely to arrive after 11pm, we ask that you phone Belle Aire Holiday Park Hemsby and let them know your planned arrival time. They will advise you about where you can collect your keys for your booked accommodation. The telephone numbers for Belle Aire Holiday Park Hemsby can be found online at www.belleairehemsby.co.uk.
Please note that arrivals may, subject to availability and the appropriate early arrivals fee, be accommodated from 1pm. If you are interested in booking an early check in, please refer to your online booking and indicate early arrival on the booking extras. Early arrivals and late departures are charged at the cost of £25 and are limited in availability.
You are required to vacate you booked accommodation by 10am on your agreed date of departure. Please note that late departures (up to 12 noon) may be arranged subject to availability and a £25 late departure fee.
On your day of departure, please leave your booked accommodation in a good state of cleanliness, to include bins emptied in the outside dustbins, sink and fridge to be left clean and empty, bedrooms and bathrooms to be left in a clean and tidy condition. Per our booking terms and conditions, we do have the right to charge a minimum of £50 cleaning fee to you post for accommodations not left in a state of cleanliness as set out.
11. Your responsibilities when on Location
Our Managers are fully empowered in all aspects of Park operation and management. Belle Aire Holiday Park Hemsby fully support its Managers in dealing with matters of policy at their sole discretion when the need arises. In placing a Booking Request you agree that you and your party will at all times comply with requests of the Park Managers.
As the person booking the holiday, you are responsible for the behaviour of all members of the party whilst at Belle Aire Holiday Park Hemsby.
The accommodation must be left in a clean and tidy condition. Please make one of our staff or Managers aware of any breakages or damage caused during your stay. Belle Aire Holiday Park Hemsby shall be entitled to charge you for any costs or expenses it incurs as a result of any breakage or damage or a failure by you to leave the accommodation in a clean and tidy condition.
You are responsible for the behaviour of all members of your party. Please show consideration to other guests, our staff and our Holiday Park. Noisy or disruptive behaviour, especially after 11pm, wilful damage to the Holiday Park or accommodation or other behaviour considered by our staff to be inappropriate may result in us asking you or a member of your party to leave the Holiday Park immediately. No refunds or compensation will be given in these instances, and we reserve the right to claim compensation for damages or inconvenience caused.
To respect the enjoyment of others, we ask that noise levels be kept to a minimum after 11pm.
Children remain the responsibility of their parents or guardians at all times in the accommodation, on the Holiday Park and during activities. Please ensure that your children are supervised at all times.
Please note that smoking is not permitted in any of the Holiday parks Accommodations and venues.
For safety and privacy reasons we do not allow the public use of remote control helicopters, quad copters or drones at our locations.
Well-behaved pets are welcome, subject to you booking and occupying a pet friendly accommodation and paying the appropriate per pet supplement.
We have a few simple rules relating to pets that we ask you to adhere to:
Please keep all dogs on a lead on and around the Holiday Park. While we appreciate your dogs may be friendly and well trained, not all accommodations on site are pet friendly and some of our guests may not be as comfortable around animals.
Around Hemsby and the beaches of Norfolk, pets are to be kept under control at all times and owners should be aware of the Area Guidelines for dogs specific to your visits in and around Norfolk by taking appropriate action to research where is “Dog Friendly”
If we, in our sole and reasonable discretion, consider your pet to be to be causing a nuisance, harm or threat to anyone or anything, or to be likely to do so, we may ask you to remove your pet from our Holiday Park (without refund or compensation) or we may have it removed off-location at your expense.
If one of our team members has a need to visit your accommodation (e.g. if you have requested a maintenance engineer or similar) you must take your pet(s) out of the accommodation or keep them in a different room while these visits take place and comply with any specific instructions provided to you.
When in your Accommodation, we request:
No more than 1 pets may occupy any one pet friendly Caravan or Chalet.
No pet is to be left unsupervised by you or alone in a Caravan or Chalet
Please do not allow pets on furniture or beds.
Around our Holiday Park pets are to be kept under control at all times.
At Belle Aire Holiday Park Hemsby we do everything possible to create a positive experience in one of the UKs best Coastal Locations, our Park Managers are fully empowered in all aspects of operational management and are experts in dealing with policy matters and guest feedback. Should you have cause for complaint, we would like to know and we are on hand to ensure that you have a memorable holiday. It is essential that you contact a Park Manager immediately and log any problems that you have. We will endeavour to resolve your issue as quickly as possible during your stay.
After your holiday, if you feel that your complaint is unresolved after addressing the issues with our Park Management during your stay, you must put your complaint in writing to us within 28 days of departure.
Due to data protection, we are only able to discuss complaint and booking details with the lead booker.
Once we have received your letter /email of complaint we will endeavour to resolve your complaint within 14 days of receipt.
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 the timeline and outcome of the resolution offered.
14. Information about you
15. Liability – Please read this section as it is important that you understand to what you are agreeing
We are responsible to you for:
(a) any loss or damage that you suffer as and which is foreseeable result of our breach of these Terms or our failure to use reasonable skill and care; or
(b) death or personal injury caused by our negligence; or
(c) fraud or fraudulent misrepresentation; or
(d) any other matter for which it would be illegal or unlawful for us to exclude or attempt to exclude our liability.
Subject to the matters detailed above, if we fail to comply with these Terms, we are responsible for any loss or damage that you suffer as and which is foreseeable result of our breach of these Terms or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if they were an obvious consequence of our breach or if you and we contemplated them at the time we entered into the Contract.
We only provide use of the park accommodation for domestic and private use. You agree not to use the park accommodation for any commercial, business or re-sale purposes. Therefore we are not responsible to you for: for any:
(a) loss of income or revenue;
(b) loss of business or business opportunity;
(c) business interruption, loss of profit;
(e) loss of anticipated savings; or
(f) loss of data.
In all cases except personal injury or death caused by our negligence or fraud or fraudulent misrepresentation, our maximum liability to you for the total of all claims arising out of your booking with us shall be no more than to refund the amount paid by you for the holiday less any cancellation, insurance, amendment or other separate charges. accept responsibility for any damage, injury or inconvenience caused by plants or wildlife.
We are not responsible for anything that adversely affects your holiday that occurs due to events, which are outside of our control (i.e. that we could not, even with due care, have foreseen or avoided). Such circumstances include (amongst others) war, civil unrest, industrial action, terrorist activity, natural disaster, fire, adverse weather conditions, foot and mouth disease. We will endeavour to manage any problems caused as a result of such an event but shall not be liable to you for any losses caused by such event.
Reference to any products, services or other information belonging to third parties does not imply or constitute an endorsement, sponsorship or recommendation by us. Links to other services not operated by us are provided solely for your convenience. We are not responsible to you for any products, services, or other information provided by third parties.
We are not liable for damage to or theft of your personal possessions and we encourage you to ensure that you have adequate cover under your existing home contents, travel or any other applicable policy for the length of your stay, especially for valuable items such as phones, cameras, bikes, jewellery and so on.
16. Communications between us
When we refer, in these Terms, to "in writing", this will include e-mail.
To cancel a Contract in accordance with your legal right to do so as set out in clause 9, you can either send us an e-mail or letter. You may wish to keep a copy of your cancellation notification for your own records. If you send us your cancellation notice by e-mail or by post, then your cancellation is effective from the date you sent us the e-mail or by the post-date mark we receive on the envelope. If you call us to notify us of your cancellation, then your cancellation is effective from the date you telephone us.
17. Other important Information
Any photographs, descriptions or advertising we issue, and any descriptions or illustrations contained in our promotional material or on the website, are issued or published solely to provide you with an approximate idea of our Park and the services. All due care and diligence is exercised in the production of such information, and information concerning our park accommodation and facilities has been compiled as accurately as possible by our own staff and has been checked at the time of going to press. However, there may be time when certain amenities are temporarily not available and it is possible, particularly in the off peak season, that a facility we have described may have been modified or is not available. Such situations may be dictated by local circumstances, unsuitable weather conditions and necessity for maintenance or redecoration.
This Contract is between you and us. No other person shall have any rights to enforce any of its Terms.
You may not transfer any of your rights or obligations under these Terms to another person without our prior written consent, which we will not withhold unreasonably. We can transfer all or any of our rights and obligations under these Terms to another organisation, but this will not affect your rights under these Terms.
These Terms and any non-contractual obligations relating to these Terms shall be governed by and interpreted in accordance with English law. English law will govern this means a Contract for our park accommodation booking purchased through us and any dispute or claim arising out of or in connection with it. You and we both agree to the non-exclusive jurisdiction of the English courts. However, if you are a resident of Northern Ireland you may also bring proceeding in Northern Ireland, and if you are a resident of Scotland, you may also bring proceeding in Scotland. This contract shall be concluded in the English language.