Terms & Conditions

Bookings of all holiday accommodation, whether made by telephone, e-mail, in person or in writing, are accepted by Mollett’s Partnership (“MP”).

By making any Booking with us, you confirm that you accept these Terms and Conditions and agree to comply with and be bound by them.

All parts of these Terms and Conditions shall also apply to Bookings made via our channel partners (such as Booking.com, Expedia, AirBnB, etc.), with individual stipulations only being overridden by any conflicting terms and conditions attached to those channels (for example, payment terms).

These terms and conditions include a number of defined terms as follows:

Booking: a legally binding reservation for use of the Property, with a specified start and end date.

Contract of Hire: the legally binding contract between the Hirer and the Owner for the provision of the Property for the purposes of the Booking and related services.

Force Majeure Event: means (i) any event or circumstance not within a party’s reasonable control including, without limitation, acts of God, flood, drought, earthquake or other natural disaster; epidemic or pandemic (if so categorized by a national or international health organisation), 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, nuclear, chemical or biological contamination or sonic boom, any law or any legally enforceable action taken by a government or public authority, which affects (directly or indirectly) the ability of the relevant party to perform a contractual obligation, collapse of buildings, fire, explosion or accident, or any labour or trade dispute, strikes, industrial action or lockouts and (ii) any binding legislation or law passed by the UK government or a UK public authority as a consequence of any of the events listed in (i).

Guest Price: the total price payable (which includes VAT, if applicable) by the Hirer for a Booking, comprising the Property rental plus any booking fees and any additional charges that may apply to that Booking (e.g. extra guests, pet supplements, etc.).

Hirer: the person (“You”) making the Booking under these terms and conditions and by doing so entering into the Contract of Hire with the Owner.

MP: Mollett’s Partnership, trading as Mollett’s Farm, address at Mollett’s Farm, Main Road, Benhall, Saxmundham, Suffolk IP17 1JY.

Owner: the owner of the Property which is the subject of the Contract of Hire.

Property: the holiday accommodation made available (subject to these Terms and Conditions) to the Hirer for use for the purposes of the Booking.

1. CONTRACT OF HIRE

The Booking is subject to these terms and conditions, which are governed by English law and the exclusive jurisdiction of the English courts. The Contract of Hire is effective only from the date and time that MP dispatch to the Hirer a written “Confirmation of Booking”. The Confirmation of Booking will show your Booking details, the amount you have paid and the amount you still owe for the Booking. As soon as you receive your Confirmation of Booking, you must check the details carefully. If anything is not correct, you should tell MP immediately. The Owner / MP, acting reasonably, reserves the right to amend arrival (‘check in’) and departure (‘check out’) times so as to ensure the Property is ready for occupation, for example in response to a Force Majeure Event. So long as the Owner / MP is acting reasonably, the Hirer will not be entitled to a refund in relation to a change in arrival or departure times.

For the avoidance of doubt, if MP pays the deposit and/or full balance into its bank account, it will not mean MP have accepted a Booking unless MP have issued the Hirer with a written Confirmation of Booking. Please do not make any other travel arrangements until MP have issued you with a written Confirmation of Booking. If you book with us, we will acknowledge that we have received your Booking and then send a separate written Confirmation of Booking by e-mail to the e-mail address you have provided. It is your responsibility to let us know about any change to your e-mail address.

The contract is for the hire of the Property for holiday or business accommodation purposes only. MP does not accept Bookings from Hirers under 18 years of age and MP reserves the right to cancel a Booking made by anyone who is (or who MP reasonably believes to be) under 18 at the time the Booking was made.

MP reserves the right to ask for a security deposit for exceptional or unusual circumstances, such as parties or works events.

2. PAYMENTS

A payment of half the Guest Price is payable to MP at the time of making the Booking. The remainder of the Guest Price must be received by MP no later than two weeks prior to the date of arrival or at the time of Booking if less than two weeks remain. If your selected rate type includes the letters “NR” then it is non-refundable and the Guest Price must be paid in full to MP at the time of making the Booking.

MP may at its discretion accept reservations by telephone or email on the understanding that the required payment will be made within the following 24 hours. Such ‘provisional’ reservations will be held for a maximum of 24 hours, awaiting payment, after which they will be removed without further notice.

Whilst it is usual practice for MP to send out reminders shortly before any payment is due, the lack of these does not change the Hirer’s responsibility to make the required payments on time. MP reserves the right to cancel any Booking where the required payment has not been received within seven days of it becoming due.

MP may increase the total payable after the Booking is made if the Hirer has incorrectly stated the Property’s occupancy (including pets) or additional charges are incurred during the stay (such as for EV charging, return postage, rectification of damage or additional cleaning).

The deposit paid on the Booking is always non-returnable (subject to clause 5).

3. METHOD OF PAYMENT

The Hirer is required to make payments to MP using the online card payment facilities offered by MP’s reservation system (currently Stripe and Inn Style, respectively). Successful payments will automatically generate a receipt via email.

Once the Hirer has provided card details, MP reserves the right to recover any part of the Guest Price outstanding without further notice.

At its discretion, MP may also accept cheques or BACS transfer payments. No additional charges are made for processing payments via these methods.

4. CONFIRMATION OF BOOKING

Once MP has issued a written Confirmation of Booking, the Hirer is responsible for the total Guest Price as well as any extras shown on the Confirmation of Booking or subsequently added. Amendments to the Booking, where applicable and accepted by MP (on behalf of the Owner), may be subject to an administration fee of £50 for each amendment at the discretion of MP. MP reserves the right to adjust prices quoted in the brochure, on its website or on details to properties, due to errors or omissions.

5. BOOKING CANCELLATION

If the Hirer wishes to cancel the Booking, they must inform MP / the Owner as soon as possible in writing (including by e-mail).

If the Hirer notifies MP / the Owner of their wish to cancel more than 30 days before the arrival date shown on the Confirmation of Booking then MP will refund that part of the Guest Price already paid. This does not apply to non-refundable Bookings (denoted with the letters “NR” in the rate type).

If the Hirer cannot make of use of the Property reserved in a Booking for any of the reasons set out below, MP will normally but at its sole discretion (the decision of MP will be final in all cases) refund that proportion of the Guest Price already paid, less any commission charges applicable and a handling charge of £90.

  • Death, illness, injury of you or any member of the travelling party or of any relative* or close business associate** (see definitions below), excluding pets. Doctors note / death certificate may be requested as proof of claim.
  • Any member of the travelling party being required to undertake jury service or appear as a witness at a court of law providing you have had your written request for an alternative date refused.
  • Police requiring the presence of any member of the travelling party following fire or theft at your home or place of business.
  • Accidental damage to any member of your travelling party’s home, occurring within 14 days of the planned departure date or during the holiday and rendering the home uninhabitable.
  • Any member of the travelling party receiving notification of redundancy within one month of the holiday start date, which qualifies for statutory payment under current legislation.

* Spouse, partner, child, parent, parent-in-law, brother, sister or fiancé(e)
** Co-Director or Business Partner

Exclusions

  • Any recurring, chronic, or continuing illness or condition and pre-existing medical conditions or injuries.
  • Pregnancy or giving birth when the expected date of birth is within two months of the start of your holiday.
  • Epidemic or pandemic as declared by the World Health Organisation, Department of Health or DEFRA.
  • Drug addiction or alcoholism.
  • Failing to follow proper medical advice.
  • Certain hazardous sports or pastimes (definition available on request).
  • Disorganisation or disruption of any UK mainland public transport service due to strike, lock out, riot or civil commotion.
  • Travelling against medical advice.
  • Bad weather.
  • Disinclination to travel.
  • Weather conditions.
  • Divorce, separation or personal relationship breakdown.

In all other cases, if MP is able to re-let all or part of the period the Property is reserved for the Hirer in the Booking, MP will at its sole discretion consider a refund of that proportion of the Guest Price already paid, less any shortfall in the price of the re-let, commission charges applicable and a handling charge of £90.

Please note that even if the Booking is cancelled the Hirer remains legally liable for full payment of the Guest Price.

MP strongly recommends that the Hirer takes out a travel insurance policy at the time of making a Booking, which may provide comprehensive cover in the event of a cancellation.

6. PETS

Bookings that include pets are taken on the condition that all flea and worming treatments are up to date. The Owner / MP reserves the right to ask for written evidence of such treatment.

Pets are not permitted to be left unattended at the Property at any time (unless confined to a travel crate and then only for a maximum of three hours) and the Owner requires that pets remain on the ground floor and off furniture at all times. Under no circumstances is it acceptable for pets to be allowed on the beds and any evidence of this having occurred may incur an extra charge for damage to bedding. This is solely at the discretion of the Owner.

We can supply throws and pet towels at no extra charge, so please ask for some if you have forgotten to bring your own.

Where necessary you, as pet owner, will be responsible for providing suitable caging for your pet(s) to control their activities within the Property. Dogs must also be kept on leads within the garden area (mainly so you know where they have been and can clean up after them) and we ask you to respect the Countryside Code when out and about.

Puppies under the age of one year are allowed by prior arrangement with MP only. This is to ensure that adequate provision is made by you for housing a pet that may not be house trained or may behave in a way that could potentially affect subsequent guests.

You, as pet owner, are required to keep all pets on a lead whilst outside the Property, including within the courtyard and garden areas. No animals may be toileted in the courtyard or garden area, as this is where people eat and children play. Please be respectful that other guests, members of the public using footpaths, other pets, wildlife and the Owner may be nervous of your pet and may not wish to be approached or touched by your pet at close range.

You, as pet owner, will be responsible for removing any evidence left by your pet and reimbursing the Owner for any damage caused. Please show consideration for subsequent guests and bear in mind that some popular beaches do not permit dogs during the summer months.

Guests with Allergies Relating to Pets

The Owner / MP cannot guarantee and make no warranty that the Property will be free from pet hair.

7. AMENITIES

The use of accommodation and amenities, where offered, such as laundry facility, disability aids, high-chairs, cots and stairgates, etc, is entirely at the Hirer’s risk. The Owner excludes all responsibility or liability for injury or loss or damage to Hirer’s or visitors’ belongings.

Neither the Owner nor MP will be liable to you, any member of your party or any other person visiting the Property for events outside the Owner’s or MP’s reasonable control, such as the breakdown of domestic appliances, plumbing, wiring, temporary invasion of pests, building works at adjacent properties, damage resulting from exceptional weather conditions or other unforeseeable circumstances or any Force Majeure Events.

Neither the Owner nor MP will be liable to you for the withdrawal / removal of any facilities / amenities from or in the Property resulting from a Force Majeure Event.

Fires and Barbecues

Under no circumstances will the Hirer use any form of fire or barbecue equipment during their stay. This is due to the specific terms and conditions of the Owner’s insurance. The Owner / MP reserves the right to require you to leave the Property if they believe that you are in breach of this obligation. No refunds will be given if admittance has been refused for this reason.

Linen

Bed linen, a bathmat, towels and tea towels are provided for the number of people expected and are solely for use at the Property. We also provide flannels specifically for make-up removal. If additional towels or linen are requested these can be provided for an additional charge. Towels or linen damaged by make-up, hair dye, self-tanning, similar products or through any other cause will be charged for at the full replacement cost. The Hirer shall bring their own towels for the beach, swimming baths and pets. Bedding for infants / travel cots must also be supplied by the Hirer.

Arrival

Your Property will be available from 4 pm on the date of your arrival. We try to be as flexible as possible, so do ask if you need an early check-in or expect to arrive particularly late. We will give you full instructions on where to find keys and anything else you may need, but if in doubt please telephone us on 01728 604547 to confirm these arrangements.

Departure

Unless we have agreed alternative arrangements, please ensure the Property is fully vacated by 10 am on your day of departure having followed the detailed instructions on our laminated Departure Check List (a copy of which is also included in the Property’s information folder). This includes stripping beds that have been used and making sure the Property, fittings and utensils are in a clean and tidy condition.

Please report any damages or breakages to us and ensure you take all your personal belongings. If you notice something missing when you arrive home, let us know as soon as possible. We are happy to return items to you at cost, with a minimum charge of £2.50. Items unclaimed within 28 days will be disposed of. If you find you have mistakenly packed something from the Property, please could you return it within 28 days. If items are not returned, we reserve the right to charge the Hirer for them.

Soaps, Shampoo, Shower Gel, Washing Up Liquid, etc.

The Property will contain supplies for guest use during their stay. These are not to be taken away from the Property or removed at the end of your stay. Containers are refilled by the Owner where appropriate, so please leave any empty ones in the Property. If items have been removed by guests, then replacement costs may be charged to the Hirer at cost.

Wi-Fi

The Wi-Fi provided at the Property is generally very fast and reliable but is still subject to network conditions and availability. Wired connectivity can also be provided on request. These facilities are provided purely for pleasure purposes and subject to separate Terms and Conditions which must be accepted whilst connecting.

Communication with Owner

If you have non-urgent queries or requests before or during your stay, please communicate these to the Owner within reasonable times (9 am to 6 pm). Whilst the Owner is happy to assist with your requirements as far as possible, they do not provide a 24/7 concierge service such as you might find at a hotel.

In a true emergency, ring the Emergency Services first (999 or 112 and ask for Police, Ambulance, Fire or Coastguard), followed by the Owners (01728 604547).

Calls to the Owner / MP may be recorded and these may be used as evidence should any dispute arise.

Heating

Where your Property is fitted with electric under-floor heating (all rooms in Granary Cottages and Stables Studios), it is designed to steadily maintain the room temperature and therefore turns on and off throughout the day. There are therefore times when floors will be cold to the touch, but this does not mean the heating system is not working. The Owner pre-sets each room’s heating controls to provide appropriate temperatures for different times of the day (warmer first thing in the morning and in the evenings, and cooler at night and during the middle of the day). Instructions to alter these settings can be found in the Property’s information folder.

If you have special heating requirements due to medical conditions, please inform the Owner on booking and arrangements can be made to take meter readings to determine any excessive electricity use above the average levels included in the Guest Price. These excess charges will be added to the Guest Price at the prevailing energy supplier unit rate.

Laundry Facilities

Guests may use the Owner’s on-site laundry facilities whilst staying in the Property, during the opening hours displayed on the Laundry Room door.

Electric Vehicle Charging

If you intend to charge an electric vehicle at the Property, manufacturer-approved cables must be used. The Owner reserves the right to (i) charge additional fees for the electricity consumed and/or (ii) refuse to allow electric vehicles to be charged if they do not think it is suitable or safe to do so.

Any damage to the electric system at the Property through incorrect use, overload of the system or use of a sub-standard cable will be the responsibility of the Hirer. Should damage occur the costs of repair are the responsibility of the Hirer.

8. OCCUPANCY / COMPOSITION

The Hirer must ensure that no more than the number of people stated on the Confirmation of Booking occupy the Property. The Owner / MP reserves the right to refuse admittance or to require you to ensure that some people leave the Property if they believe that you are in breach of this obligation. No refunds will be given if admittance has been refused for this reason. We also reserve the right to charge for any additional people or pets staying in the Property but omitted from the Booking.

In no circumstance may a person stay in a Property if they are under the age limit specified by the Owner / MP in the relevant brochure or website for that Property. The Owner / MP reserves the right to refuse admittance or to require proof of age if either believes that this restriction has been breached. No refunds will be given if admittance has been refused for this reason.

The facilities provided in the Property are for the exclusive use of the Hirer and those staying overnight with the Hirer in that Property. The Hirer is not permitted to share these facilities with others (for example, friends staying in a caravan nearby) unless agreed in advance with the Owner / MP, for which additional charges may be levied.

By completing a Booking, the Hirer certifies that they are authorised to agree to these Terms and Conditions on behalf of all members of the party, including any changes. The Hirer must be over 18 years at the time a Booking is made and be a member of the party occupying the Property. The Hirer agrees to take responsibility for the acts and omissions of all members of the party in relation to the Booking and the Property. The Owner / MP reserves the right to refuse or revoke any Bookings from parties that may in their opinion (and at their sole discretion) be unsuitable for the Property concerned.

9. YOUR RESPONSIBILITIES

For the duration of your stay, you will be responsible for the Property and will be expected to take all reasonable care of it. The Property and all equipment and utensils must be left clean and tidy at the end of the hire period. If the Property is not left clean and tidy, any additional cleaning costs will be charged to the Hirer. Should there be any specific health or mobility difficulties which may affect a party member; this must be pointed out at the initial reservation stage so that the suitability of the Property can be assessed. The Property (including any car parking spaces) must be vacated by 10.00 am on the day of departure.

The Property is non-smoking, this includes vaping and all forms of cigarettes. This restriction extends to the courtyard and garden areas outside of the Property. It is also not permitted to burn scented candles or other oils or incense.

10. DAMAGE

Should you find on arrival any damaged or non-working items, they must be reported to the Owner immediately, so that matters can be rectified. The Owner has the right to enter the Property (without prior notice if this is not practical or possible) if special circumstances or emergencies arise (for example if an alarm has been set off or repairs need to be carried out). Any damages / security deposits charged by the Owner and administered by the Owner will be cashed on receipt to allow for bank clearance and reimbursed promptly after the stay (less any penalties which may be incurred). The Owner / MP reserves the right to request payment of a security deposit should it be deemed necessary.

Should you leave the accommodation unfit in any way for the next occupant you will be charged the cost of rehousing any subsequent occupants affected and/or the going rate for loss of income until the accommodation is fit to be re-let.

All damages and breakages incurred during your stay are the legal responsibility of the Hirer and should be reported immediately and before the end of the stay. The reasonable costs of miscellaneous repairs to and/or replacement of and/or additional cleaning of furnishings, kitchen equipment, crockery, glass, keys, bedding and towels damaged or soiled otherwise than by usual wear and tear during the period of the Booking by you or other members of your party shall be payable by the Hirer on demand to MP who may also, at their discretion, refuse further Bookings.

The Owner / MP reserves the right to repossess the Property at any time where you or any member of your party has caused damage, and in such circumstances the Owner / MP shall not be liable to make a refund of any remaining portion of the Guest Price.

11. LITERATURE

The Owner / MP takes every care to ensure the accuracy of the Property descriptions. All information in MP’s brochure or other marketing material and on MP’s website is given in good faith and is believed to be correct at the time of going to press, but the Owner / MP cannot be held responsible for changes beyond their control, which may become known after publication of this literature. In addition, whilst properties may be described as non-smoking, this cannot be and is not guaranteed. Please be aware that if a Property is advertised as having an enclosed garden, this does not necessarily mean a secure garden. It may be enclosed by hedging or open style fencing. The Owner / MP’s description shows what amenities that Property has but generally does not state what is not in the Property.

12. AVAILABILITY AND FORCE MAJEURE

The Contract of Hire is made on the understanding that the Property will be available for the dates stated. In the unlikely event that the Property is not available during the period of the Booking as a result of a Force Majeure Event or if the Hirer cannot legally travel to the Property as a result of a Force Majeure Event, then either (i) the Owner / MP may be forced to cancel the Booking and you will be advised as early as possible or (ii) you must write to MP as soon as possible to inform MP as to the Force Majeure Event and its effects on your ability to legally travel to the Property.

In the event of such a cancellation, or in the unlikely event that the Owner cannot / does not make the Property available for the Booking, the Hirer will have the choice of the following options:

  • to transfer the Booking to a later date and/or another Property free of any administration charges, subject to availability – the Hirer will have to pay any difference in price if the cost of the new Booking is higher or be reimbursed the difference if the cost of the new Booking is lower;
  • to obtain a refund of the amount already paid for the Booking (after deducting any administrative charges that apply to a Booking, such as commissions).

The Hirer will have to contact MP in order to access these options.

The Hirer will not as a result have any further claims against MP or the Owner.

13. HISTORIC BUILDINGS

Parts of the Farmhouse Cottage are over 400 years old and it was built long before the days of damp proof courses and cavity walls so may show signs of movement or damp, particularly in long spells of wet weather. The Owner will ensure that the background heating is kept on sufficiently to compensate, even when the Property is empty. If you have any concerns, please talk to us at the time of making your Booking. Also, please remember that should historic building features (for example, steep stairs or low ceilings) be a problem for any member of your party, you must consider and mention this prior to making a Booking.

Please remember that buildings in the countryside do attract spiders and therefore cobwebs. It does not mean that the Property is dirty or has not been cleaned. Cobwebs can be spun almost as quickly as they have been cleaned away. In rural areas please be tolerant of the sounds and scents that you may encounter. They are all a part of the countryside experience!

14. COMPLAINTS PROCEDURE

We aim to provide a high level of customer service and want all our guests to be completely happy with their stay. In the unlikely event that you have any issues with your accommodation, please get in touch with us as soon as possible during your stay so that we can do our best to put it right.

If the Hirer wishes to make a complaint about anything connected with the hire of the Property, they should contact the Owner as soon as reasonably possible prior to departure.

Compensation will not be considered for any complaints that are made after the hire has ended, or where the Hirer has denied the Owner the opportunity to investigate, address or remedy the issue during the Hirer’s stay.

The Owner cannot accept responsibility or liability for work taking place outside the boundary of the Property, or for noise or nuisance resulting from third party activity over which the Owner has no control.

15. DATA PROTECTION

MP does not use any personal information for any reason other than contacting guests about their Booking. No information is ever passed on to any other organisation. All information is stored securely and protected in line with MP’s obligations under UK data protection legislation.

16. OUR LIABILITY

Other than in relation to any liability which it is not possible to exclude at law, the Owner’s and MP’s liability for any claims arising out of or in relation to the Contract of Hire is limited to the amounts paid by the Hirer pursuant to the Contract of Hire.

17. LEGAL

Each of the paragraphs in these terms and conditions operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

In the event of any dispute between parties it shall be referred to the jurisdiction of the English courts only and any actions shall be heard in the court for the area in which the Property is situated.

These Terms and Conditions supersede any previous issues.

v5 (1st March 2023)