Pet Terms and Conditions
Conditions of booking
Sungate accepts up to two well behaved, toilet trained dogs at the property during your stay.
Please specify at the time of booking if you intend to bring your dog(s). An extra charge is applicable of £20 per animal per stay, with a maximum of two dogs allowed.
Registered guide and hearing dogs stay without charge. Where a guest has an assistance dog, please ensure the Lead Guest makes Sungate staff aware before arrival.
When booking you will need to specify age and breed of dog.
Canine Code of Conduct
We know how much our families value bringing their dog(s) with them on holiday and would like to welcome them to Sungate. We do ask that dogs and owners follow the simple rules below whilst staying:
- Dogs must always be properly controlled and supervised. Not all outside areas of Sungate are completely escape-proof for dogs.
- Dogs must not be left unattended in the property.
- Dogs are not permitted in bedrooms. We provide a dog blanket for the dog to sit on to protect the furniture. Sungate can provide one dog bed on request. However, we advise owners to bring their own dog basket if preferred.
- Sungate provides an outdoor hose and towels for cleaning muddy dogs after walks etc. This is in order to keep the house in the highest condition for all our guests.
- Dogs must be taken outside for toileting purposes.
- Guests are asked to clean up (including dog waste) after dogs, both inside and outside of the property, or extra cleaning costs may be charged. A special bin is available outside the property for the disposal of dog waste.
In the interest of guest safety – especially children – and the welfare of local residents’ dogs, the following breeds of dogs are not allowed at Sungate due to the lack of enclosed private garden areas. We regret any inconvenience this may cause:
- Breeds classified under the Dangerous Dogs Act:
Pit Bull Terriers, Japanese Tosa, Dogo Argentino, Fila Braziliero.
- Other prohibited breeds:
Rottweilers, Staffordshire Bull Terriers, Chow Chows, Alaskan Malamutes, Bull Mastiffs, English Bull Terriers, Japanese Akitas.
Dog Sitting Service
Paws Fur Walks provides a local dog walking and sitting service. So, if you are popping out for the evening and require a dog sitter or are out for the day and need your dog walking, then a fully trained member of the Paws Fur Walks team should be able to assist you. Please contact them direct on 07738 852 433
Cancellation, returned deposit and non arrival conditions
Your holiday booking is a legally binding contract.
Guest who need to cancel a booking should contact us as soon as possible, and confirm their
decision in writing.
- For all bookings made before the 1st June 2020: Monies already paid are only returned in
accordance with the following conditions.
- Cancellation made 8 weeks or less of arrival date – Full payment should have been received. No refund issued. Breakage deposit will be returned.
- Cancellation made 8 weeks or less of arrival date and we are able to relet – we will refund
your balance minus your £200 deposit - but only if both bookings are direct with us and not
through a third party
- If the bookings has been transferred due to the unprecedent situation in the UK from the
20th March 2020 to the 1st June 2020– then this was a one off transfer and no refunds will be given
Due to the unprecedented situation in the UK and the risk of Covid-19^ we would like to help our
guests stay safe. We have updated our conditions so that if you have any symptoms, test positive or
are unable to travel we can offer an opportunity to rebook and stay within the next 6 months of your
arrival day (less your deposit) for your reassurance.
For all bookings made from the 1st June 2020: Monies already paid are only returned in accordance
with the following conditions.
- Cancellation made 8 weeks or more in advance of arrival date - £200 Deposit Retained.
- Balance is due 8 weeks prior to arrival - non-payment means we will consider your booking
cancelled. - £200 Deposit Retained.
- Cancellation made between 8 weeks and day of arrival date, and if we are able to relet – we
will refund your balance minus your £200 deposit. It is not our policy to return the deposit as
we have costs that would have already occurred. - £200 Deposit Retained.
- Postponements due to Covid-19^ - up to 12 hours prior to arrival date – with up to date
evidence that you have had to isolate because of symptoms of Covid-19^ (we will need to
see this) we will issue credit on request on our booking system for the balance of your
holiday minus the deposit – this has to be used within 6 months of your arrival day for the
same named guests and can be used towards the balance of a new booking – once you have
paid a new deposit.
All holiday deposits are non refundable. - £200 Deposit Retained. Balance – credit note for a
holiday commencing within 6 months of arrival day.
For example if you holiday was £895 plus a £75 cleaning retainer… you feel you may have
symptoms of Covid-19^ the day before your holiday commences and call and let us know,
we will hold your cleaning retainer, and credit your account for £695 – which must be used
within 6 months of your arrival day, towards the balance of another holiday – a new deposit
for new dates is still payable. If the six months pass and you are unable to rebook – let us
know and we will return the cleaning retainer.
We retain the deposit on all bookings as we have ongoing costs such as LOLER checks for
hoists, services, bank charges, admin fees, insurance that we need to cover – we are a small
business – if you choose to cancel and wish to claim the deposit – then please note we can
not issue a credit note and you need to claim through your holiday insurance.
Non-arrival guests, who are unable to attend or fail to attend for whatever reason without notifying
us as above forfeit their holiday payments. To avoid any misunderstanding we recommend all guests
insure against cancellation when they take out their holiday insurance.
Guest First are just one company who offer UK holiday insurance
Our right to cancellation
In the rare event we need to cancel your booking with us, please be aware that we cannot be held
liable for circumstances beyond our control and that our liability to you is limited to the refund of
any payment already made.
Notification will be given by us of cancelling as soon as possible and we will promptly refund all
payments made for your holiday. Our liability for cancellation will be limited to payments made to
Please note we reserve the right to cancel any booking without compensation, refund or
reimbursement if the terms of these conditions are breached.
Due to the unprecedented situation in the UK and the risk of Covid-19^, we advice that you text us before leaving home on arrival day to ensure that are no problems. We may need to cancel if we are
advised to by the Government, if we have to isolate or if we feel that your holiday will put you at
During your stay
This property is privately owned. We expect all guests to enjoy the facilities and treat the property
with the same respect that they would with their own house. In the event that you notice damage
in your accommodation please let us know immediately so that we can take the appropriate
action. If there have been any breakages during your stay, we would be grateful if you advise us
before you leave or leave a note.
The owner of Our Bench accessible Holiday cottages shall not be liable for any temporary defect or
malfunction of any equipment, machinery or appliance in the building, or grounds.
Please be aware of social distancing with other guests, our neighbours and our community. Please
respect their space and stay within the guidelines implemented during your stay – any breach of
these and we will ask you to leave.
All inventory must remain in the property it was in at arrival and not be taken to another property.
Children under 18 and dogs must be supervised by their parents/guardians at all times. The wood
burner in Garden Bench should not be alight with children present in the cottage.
We would like to remind you to lock the doors and close the windows when you leave the property
unoccupied. The wood burner should be closed down on leaving the cottage.
You may in no circumstance re-let or sublet the property, even free of charge.
Wifi fair and appropriate use policy
The internet connection is available (at no extra cost) subject to technical availability, guests accept
to use the Internet fairly and appropriately. We may monitor network performance and user usage
in order to maintain a fair and high level of service to all our guests. The internet access provided is
intended for general use such as access to the world wide web, email, messaging, social media, light
video / music / media streaming. It is not intended or ideally suited for heavy media streaming,
online gaming, extensive downloads / uploads. Access to illegal activity or use of our network for
illegal activity is prohibited and will be reported to local authorities, and your details will be shared.
Damages & Lost Property
Whilst staying at the Cottages, we cannot be held responsible for any damage, loss, theft or accident
to you, your belongings or vehicles.
We reserve the right to charge the lead guest for any damages caused through the course of a
booking by any member of the booking party. This includes breakages, spillages, stains, damage to furniture or fixtures and fittings. Any accidental damages should be reported as soon as possible to
minimise damage and associated costs. Lost keys will incur a replacement charge.
Any lost property, if discovered and found, left behind by guests during a stay will be held for a
period of 1 month. While we will make our best efforts to reunite lost property with their owners,
we accept no responsibility in replacing lost items and encourage guests to ensure they have all their
belonging before checking-out. We may offer to post lost items at the cost of the lead guest,
otherwise collection can be arranged.
The £75.00 cleaning retainer for each week booked is returned to you after your visit if the property
is left clean and tidy and none of our terms and conditions have been breached.
We have provided an access statement which you can download and read. You will find it on our
web site, specific to each holiday cottage. Specialist equipment should not be used unless you have
undertaken the appropriate training
Smoking of any tobacco products including e-cigarettes is not allowed on the premises as in
accordance with the Health Act 2006.
Pets & Service Dogs*
We do not accept pets* in two of our properties. They are welcome in “Garden Bench” subject to
agreement of the additional terms and a fee of £100 per pet per week, and subject to additional
conditions. *with the exception of service dogs.
Full names, address and contact number of all guests wishing to stay must be listed on the booking
form, this information is kept securely.
Any other information we hold on you is to enable us to communicate with you regarding your
holiday booking, or to communicate with you about future offers and opportunities.
Due to the unprecedented situation in the UK regarding Covid-19^ – we may share your details with
any contact tracing services, if we become aware you have possibly been put at risk – and we ask
that you do the same.
We may contact the lead guest from time to time via email of future offers, there is an option to
unsubscribe. If you do not wish to hear from us, then please let us know.
We promise not to disclose
the information to any third party and to only retain your personal information for as long as it is
necessary for us to do business.
We reserve the right to make reasonable amendments or additions to these terms and conditions
Covid-19^ means - Coronavirus, COVID-19, Severe Acute Respiratory Syndrome (SARS-COV-2), any
mutation of Coronavirus, COVID-19 or SARs-COV-2