The things you want to know, need to know and have to know
About our terms and conditions and ‘small print’
It is important that, along with your confirmation and the information we provide in our brochure and on our website, you read the following carefully as they make up your contractual agreement with us. If you’ve booked a special offer, its terms will also apply. The terms and conditions apply to bookings made directly with Park Leisure in person on one of our Parks, online or by phone and not to any private letting contracts made directly with a caravan holiday home owner on our Parks.
From time-to-time, we may need to update these terms and conditions and so the latest version can always be found at www.parkleisure.co.uk/terms-and-conditions. If we make a significant change to our terms and conditions that fundamentally changes your reservation after you’ve booked, we commit to giving you the opportunity to cancel and receive a full refund. If you’re not happy with our terms or have any questions about them, please call your Park prior to your arrival during normal business hours, otherwise we’ll assume that you’ve accepted and agree to abide by them.
For the sake of clarity, here are the definitions of some of the things we say in our terms and conditions:
- ‘you’ and ‘your’ refers to the person who makes the booking
- “Park Leisure”,‘the company’, ‘the business’, ‘we’, ‘us’ and ‘our’ refers to Park Leisure 2000 Limited, registered in England and Wales, no 3352005. Registered office Park Leisure 2000 Ltd, Tudor Court, York Business Park, York, YO26 6RS
- ‘we both' refers to both Park Leisure and you
- ‘party’ you and those holidaying with you, the total number of whom is detailed on the holiday booking confirmation
- ‘agreement’ - the contract between us based on these terms and conditions, any other conditions in our brochure, website or related to a special offer or anything else agreed in writing
- ‘park’ - the holiday park that you chose for your holiday
1. Planning your holiday
a. Who’s holidaying on Park?
Since only the people named on the booking confirmation can use our caravan holiday homes, pitches and Park facilities, it is essential that you check it as soon as you receive it to ensure it is correct and subsequently tell us of any changes after you’ve booked. The total number of people coming with you (including children and babies) must not be more than the actual berths in your caravan holiday home, typically this will be between four and up to a maximum of eight people. Any additional guests over the maximum will unfortunately be turned away at check-in. Also, we want our holidays to be enjoyable for all of our guests meaning that if any member of your party acts in an antisocial way, the party may be asked to leave the Park immediately with no refund for any portion of your stay. If the behaviour is capable of being put right, we will give you one warning before we ask you to leave.
b. Peace of mind
We do not offer holiday insurance products however, for your peace of mind, we strongly advise that you take out suitable holiday insurance covering cancellation, medical and personal possessions as a minimum for the duration of your stay with us
2. Our commitments to each other
So that you and your fellow guests have the best time, here are some commitments we make when we accept your booking and because it’s a two-way street, you will be making commitments to us when you book.
a. Our commitments to you
We will make every effort to provide you the holiday as described in our agreement. We will make every effort to provide you with precisely what you booked but if you booked a two-bedroom holiday home and one is not available for the entire duration of your holiday we may upgrade you in to a three-bedroom holiday home of the same grade instead.
We will make every effort to ensure you and those holidaying with you have a fantastic holiday full of happy and lasting memories. We will make every effort to prevent things from going wrong and, in the event that something does go wrong, tell us (see section 6 a) and we will make every effort to put things right in the quickest possible time.
b. Your commitments to us and your fellow guests
You commit to telling us who is coming with you in your party and that you will only allow these people onto the park. You commit to looking after our accommodation and facilities so that other people can enjoy them with and after you. In the unlikely event that you cause any damage, you will tell a member of our Team straight away so we can sort it out. You commit to not acting in any way that can be reasonably considered as being antisocial and adversely affecting the holiday experience of other guests on Park. Any behaviour that in our opinion is likely to upset other guests will be considered to be antisocial. You and your party commit to not breaking any of these terms and conditions since, if you do, for the sake of your fellow guests, we will be obliged to tell you and your party to leave the park immediately with no refunds. If the behaviour is capable of being put right, we will give you one warning before we ask you to leave.
3. Paying for your holiday
a. What you will be paying……
Our current prices, inclusive of VAT at the prevailing rate on the date on which payment is made, are on our website however the exact price you pay can only be confirmed at the time of booking. We will not change your holiday price once you have booked and paid your deposit unless the VAT rate changes, or unless we both agree. Please note that deposits are non-refundable and are £80 at the time of booking, where due.
Unfortunately, mistakes do happen since we are all human so if we should happen to undercharge you because of a mistake on our part, we reserve the right to contact you to offer you the options of either paying the full price or cancelling your holiday and receiving a full refund. Conversely, if we’ve overcharged you by mistake, we’ll refund the difference in price. Don’t forget that you may have to pay for optional extras like Spa treatments in advance – if this is the case, we’ll always let you know.
b. …. and when you have to pay it by
All bookings made less than 8 weeks before the holiday start date have to be paid in full at the time of booking. If however you book more than 6 weeks before the start of your holiday, you can either pay the full amount or a deposit with your balance due date being clearly indicated on your holiday confirmation. It is your responsibility to ensure that you clear the balance by the date stipulated since failure to do so will lead to your holiday being cancelled and you will not get any monies already paid refunded.
4. What happens when you wish to change your plans or cancel your holiday
a. Need to make a change or changes….
Circumstances change so it may be that you need to alter your booking in which case we will try our best to meet your new requirements. If it is possible to make the requested change(s) it may result in your holiday costing more and you will be liable for this increase. Please bear in mind that there is a £20 admin fee for all changes and a change of park or dates within 56 days before your initial scheduled arrival date on Park may constitute a cancellation if we cannot meet your new Park and/or date requirements. Please check the details on your confirmation and advise us immediately of any concerns you may have.
b. Need to cancel your booking…..
We sincerely hope that you don't need to cancel your booking however, if you do, please call our Holidays team on your chosen Park as soon as you know so that we can try to offer you alternative options, for example we may be able to change the date of your holiday. Depending on how close you cancel to your planned holiday start date, you will otherwise receive a refund according to the amounts detailed in the following table, paying your refund to the card you used to make your booking or send you a cheque.
|Days before your holiday starts||Refund entitlement|
|57 or more
||Full refund minus your deposit or minimum loss of £80 per holiday home and £25 loss per touring or camping pitch
||70% refund, minus your deposit
||20% refund, minus your deposit
||10% refund, minus your deposit
|7 or fewer
c. If we have to change your holiday
As previously mentioned, we commit to delivering the holiday experience advertised in our brochure and on our website. On the very rare occasions when we find we can no longer offer the holiday booked, we will contact you to offer one of three options:
i An alternative holiday that is similar or even better than the one you originally booked
ii An alternative holiday that is less expensive than the one you booked along with a refund for the price difference
iii Cancellation and a full refund
5. When you’re on Holiday at Park Leisure
a. Checking in and checking out
Check-in times vary, depending on where you’re staying.
- Touring and camping guests can check in from 12 noon.
- Lodges or Platinum Plus caravan holiday homes can check in from 1pm.
- Platimum, Gold Plus and Gold caravan holiday homes check in from 2pm.
- All other accommodations check in from 3pm
On your arrival day, if you arrive before your check-in time, from 10am you are welcome to relax and enjoy the Park until your accommodation is ready for you. Alternatively, if you are planning to arrive after 6pm when our Reception closes or are running late, please let the park know in advance so we can make alternative arrangements for your arrival. If you do not arrive on the date on your booking confirmation and you have not informed us otherwise, we will assume that you have chosen to cancel your holiday with us. So, from noon on the day after the booked arrival date we reserve the right to re-let the accommodation.
We may ask you to leave a cash deposit with us when you check in. We’ll return this once your holiday is finished provided your accommodation is clean, tidy and not damaged.
Check-out time is 10am and we kindly ask that you return the keys and always leave your pitch or caravan holiday home looking good. Having checked out, if you fancy using the Park facilities, you are invited to do so up until 3pm.
b. Your holiday enjoyment
Where present, you have free use of our swimming pools and most other leisure facilities at the park during your stay. Some activities or Spa treatments cost extra or need a deposit, and some may not be suitable for everyone. Outside peak season, we won’t have quite as much going on at most of our parks. This is why those holidays cost less.
There’s no smoking of tobacco, e-cigarettes and vaporisers in any of our accommodations or public buildings and we require all guests not partake in these areas. We do have clearly signposted outdoor smoking areas outside the public buildings and politely ask you to smoke outside of the accommodation and away from any fire hazard. However, if it is apparent that smoking has taken place in your accommodation, additional cleaning costs will be charged.
d. Bringing children?
Fitting a standard sized travel cot in the bedroom of a holiday home is not always possible meaning that it may be necessary to position the cot in the living room. If you need a cot or highchair, you can add this to your booking.
Whilst on Park, we do everything we can to keep you and all children in your party safe however they remain your responsibility at all times, and you must make sure they do what our team say for their own safety. We expect all children under 16 years to be accompanied by a parent or guardian after dark.
e. Bringing your four-legged friend(s)?
We welcome up to 2 well-trained dogs in designated accommodation and on our Touring facilities however we do not allow any dogs listed under the Dangerous Dogs Act which include Pit Bull Terriers, Dogo Argentinos, Fila Brasileiros and Japanese Tosas. If you wish to bring pets other than dogs you will need to contact your chosen Park before you book to see if this is possible. Your dog is your responsibility so if your dog is noisy or misbehaves we may be forced to ask you to remove them to kennels at your own expense. Therefore, we ask that your dog is kept on a lead and that a responsible adult is looking after him/her at all times. To this end, we require that pets are not left alone in any accommodation at any time. Please bear in mind that you won’t be able to take your pet into our restaurants and public areas unless he/she is a Registered Assistance Dog.
f. Guests with special needs
If you have special needs or are travelling with someone who does, we do have some specially adapted caravan holiday homes and our Park Teams can give you advice and information as to their suitability. Since Registered Assistance Dogs are permitted in all of our holiday homes and in all areas of our parks, we cannot guarantee that we’ve never had any dogs in our accommodation.
g. Travelling in a group or alone
We want to give you and everyone else at the park a great holiday and so our holidays are designed with families and couples in mind. We don’t allow hen or stag parties. We may also turn down your booking or turn you away on arrival if you are travelling alone, or in a group which does not consist only of family members or couples, and we believe the reason for visiting is not in-keeping with our family focused values.
h. Food…. glorious food!
Our Food & Beverage Team Members are trained in food allergen awareness. If you have a food allergy or special dietary requirement, please talk to one of our team members before ordering your food. We will give you as much information as we can about the ingredients and how the food is prepared so you can make an informed decision about whether to or what to order in our bars and restaurants.
Due to the strict terms of our food safety policy, we apologise for not being able to reheat baby and infant food for you. However, we will happily provide hot water and a microwave, so that you can prepare your children’s food according to your child’s exact preferences.
i. Our Guide to Hot Tubs
Your hot tub will have been completely emptied, cleaned and refilled on the day of your arrival in order for us to maintain the required hygiene standards. Given the quantity of water involved, it may not be at the regular running temperature of between 37°C and 38°C until the evening of your arrival.
For your health and safety reasons, we test your hot tub’s chemical and water quality twice a day and have to insist when using your Hot Tub you:
Supervise all children between the ages of 5 and 16 years. No child under 5 years should use the Tub.
- Shower before and after use and do not use any soaps or oils in the Hot Tub
- Take care both when removing and replacing the Hot Tub cover and when entering and exiting the Hot Tub
- Do not jump or dive into Hot Tub nor stand, sit or lie on the lid or edge of the Hot Tub
- Do not exceed the maximum number of people permitted as this puts strain on the tub and its chemical & filtration system
- Refrain from smoking whilst in the Hot Tub and do not bring glass into or around the Hot Tub area
- Do not use if you are pregnant and if you suffer from heart disease, diabetes, high or low blood pressure or any other serious illness, please consult a doctor prior to use. Also, avoid use if you are under the influence of alcohol or recently eaten a substantial meal.
- Spend 20 minutes maximum in the Hot Tub and if at any time you feel light headed or unwell whilst in the Tub, you get out immediately
- Replace the cover after use but please do not turn the Tub off in order to maintain the heat for subsequent use
- Keep noise to a minimum after 10pm and that you do not use the Hot Tub after 11pm at all or at any time during stormy weather!
j. Driving, parking and charging your vehicle on Park
To safeguard the holiday environment and the safety of all guests, the speed limit on Park is strictly 10mph unless your chosen Park rules stipulate otherwise and no driving is permitted around the site between midnight and 6am.
We’ll do our best to give you a parking space next to your caravan holiday home or pitch and although the vast majority have adjacent parking, we can’t guarantee this. Also, if you are planning to bring a large commercial vehicle, trailer, boat or jet ski for example, you will require consent from the Park so please check with your chosen park before you book. Unfortunately, some parks quite simply don’t have the space.
We are planning to introduce electric vehicle charging points, but currently our Parks are not designed to supply the electricity required to support vehicle charging. In addition to the additional load on the accommodation’s supply, there is an increased risk of electric shock and a trip hazard from any charging cables that would be in use. Although we are fully committed to doing our bit for the environment and welcome hybrid cars, we therefore have to insist that guests do not use the accommodation’s electricity supply to charge up their vehicle.
k. Touring or camping
You can only bring one tourer, motorhome, tent or trailer tent onto each pitch. If yours is on the large side please let us know when you book so we can to help fit you in. Additionally, the price you pay for your pitch is for up to 2 guests and there is a charge for additional guests and for larger units payable at the time of booking. Most of our pitches accept awnings however we ask that neither you nor a member of your party sleeps under the awning.
l. Special occasions
We all enjoy a celebration so please do advise us when you book if you’ll be celebrating something special while on holiday with Park Leisure. In fairness to all guests on Park, if you are planning to hold a party of any description, we just need to approve your plans before taking your booking.
m. Cutting your holiday short?
We hope you’ll have such a great time and that you won’t want to leave but if you do, we don’t typically offer a refund.
With the wellbeing of all guests on Park in mind, please let us know if you come down with something that you think may affect anyone else. We may choose to contact a doctor depending on what you have contracted and ask you to stay in your accommodation or in extreme cases even ask you to curtail your holiday.
o. If you leave something behind
We have all done it so contact us as soon as you realise that you have misplaced something and we will do our best to relocate it although we are not liable if this isn’t possible or if the item is damaged. If we find it, we’ll return it to you, but depending on the size or nature of the item, you may have to cover the postage costs.
p. Personal belongings
Whilst on Park, you and those in your party are responsible for looking after your own belongings so we strongly advise that any valuable items you bring on holiday are adequately covered by your insurance. We cannot accept any liability for loss or damage to your belongings unless we have been at fault.
q. Keeping you safe and healthy
Including the use of Park Leisure operated CCTV on Park, we do everything we can to keep you and your party safe and, of course, we have to comply with the law, Health and Safety Executive and local authorities. If there is an issue at your chosen park that we know about, we will advise you before you book. When on holiday, in the worst-case scenario it could mean us having to close facilities at short notice however we commit to alerting you as soon as we know. Regardless, it is vital that you follow our safety advice during your holiday with us.
With your health and safety in mind, we do have a few important rules designed to keep you safe including:
Swimming Pool safety: We operate several pools across our parks and depending on size, some are lifeguarded and others are not. The following age restrictions are in place:
For our lifeguarded pools:
- Children aged 0-3 years must be accompanied by a responsible adult aged 16 years or over in the water - 1 adult to 2 child maximum ratio.
- Children aged 4-7 years must be accompanied by a responsible adult aged 16 years or over in the water - 1 adult to 2 children maximum ratio.
- Children aged 8+ years, who are competent swimmers, are not required to be accompanied by an adult.
In all instances, non-swimmers must be accompanied by an adult swimmer.
*An adult is defined a person aged 16+ years.
For our non-lifeguarded pools:
- No unsupervised children under 15 years are allowed.
- Children aged 0-3 years must be accompanied in the water by a responsible adult the ratio of 1 child to 1 adult.
- Children aged 4-7 years must be accompanied in the water by a responsible adult the ratio of up to 2 children to 1 adult.
- Children aged 8- 14 years, must be supervised in the water by a responsible adult at the ratio of up to 3 children to 1 adult
- Children aged 15+ years, who are competent swimmers, are not required to be accompanied by an
*An adult is defined a person aged 16+ years.
In all instances, non-swimmers must be accompanied by an adult swimmer.
For all non-swimmers, irrespective of age, the ratio of 1:1 applies and the accompanying person must be in the water providing direct supervision with the non-swimmer.
Regardless of the presence of lifeguards, you remain responsible for the behaviour and safety of all the children in your party at all times.
- Electrical item safety: We ensure all appliances in both your holiday home and around the park are PAT (Portable Appliance Testing) tested on at least an annual basis and do our utmost to keep them in a safe and usable condition. We ask that you report any concerns immediately and that you do not use your own appliances that are not PAT tested.
- Emergency access: If there’s an emergency we can enter your accommodation without notice.
r. Damages and access to your Holiday accommodation
In the unlikely event that your accommodation is damaged by you or another member of your party during your stay, we reserve the right to recover the cost of any required repairs from you, including any extra cleaning costs. On rare occasions, we may choose to go into your holiday accommodation at a reasonable time and notice during your holiday to check that everything is ok.
6. Questions, compliments and complaints
We’re totally committed to making sure everything is as you’d expect when you’re on holiday with us. In the unfortunate event that you have a concern, we promise to resolve it as quickly as we can. If you have an emergency issue such as loss of electricity, gas or water, or a major water leak we’ll work with our service providers to make sure your services are restored as soon as possible.
a. Feedback……. good and not so good
Our mission at Park Leisure is to exceed your expectations from start to finish and we genuinely value your feedback as to how we can improve your experience with us.
Unfortunately, there are times when things do not go according to plan and we do not meet your expectations, but rest assured, we will do our very best to put things right and get your holiday back on track on every occasion. So….
If you have yet to travel you can…
- Call the Park you are travelling to directly, numbers can be found online and in our brochure.
- Email us at firstname.lastname@example.org
- Call our Guest Services Team on 01904 786100 during business hours.
If you are on your holiday…
Please let our Park Team know immediately of any concerns so that we can resolve any issues immediately and enable you to continue to enjoy your holiday as planned. If the Customer Care Team on Park cannot resolve the issue, they will put you in touch with the Park’s General Manager. As a last resort, please contact our Guest Services Team:
- Contact the Customer Care Team on Park
- Escalate to the Park General Manager if necessary
- Email us at email@example.com
- Call us on 01904 786100 during business hours.
If you have now returned home…
… and still feel that the issue has not been resolved to your satisfaction, please put your complaint in writing to us giving us as much information about your complaint as possible. Depending on your preference, you can:
- Email us at firstname.lastname@example.org
- Write to us at:
Guest Services Park Leisure Holidays Unit 1, Tudor Court York Business Park Nether Poppleton York YO26 6RS
You should do this within 28 days of returning from your stay, as we may not be able to consider a complaint if the evidence no longer exists.
We do listen and learn…
All comments, good and not-so-good are valued by members of the Leadership team. For the latter, they will ensure that the right Team member will address your issue and will do so promptly. For compliments, we operate a Team recognition scheme and will always communicate positive feedback to the individual or team concerned.
Finally, we politely request that, to make sure that all feedback is dealt with in a timely fashion, you include your booking reference in all correspondence or have this to hand if you choose to contact us by phone.
b. Call charges
If we ask you to call them, rest assured that calls to 03 numbers are only charged at standard UK rates from a landline but may vary from mobiles. These calls are usually included in any talk inclusive phone packages.
c. Got a question? Answers 24/7
Chances are that if you have a question, we have been asked it before and so we have compiled answers to many frequently asked questions online at www.parkleisureholidays.co.uk/faqs. If you cannot find an answer to your query there then please give us a call on 01904 786100 during office hours.
7. The small print
a. The holiday agreement
When you make a booking request, you’re offering to buy one of our holidays and you are agreeing to follow our terms and conditions. We do have the right to turn down your booking request.
The holiday agreement between you and Park Leisure starts when either we accept your booking and deposit and subsequently issue you a booking confirmation or we confirm your booking online or over the phone. Our contract is with you as the lead booker and we remind you that you are making an agreement with us on behalf of everyone coming with you and it is your responsibility to make sure that they all know about these terms and that they accept them. This agreement does not allow either us or you to transfer or subcontract any of the things in it without getting permission in writing.
When you make your booking, we will ask you for details of your permanent home address and may check this against publicly available records both to prevent fraud and to make sure we can contact you by post before or after your holidayshould we need to. All guests may be required to produce proof of their residential address such as a bank or credit card statement no more than 3 months old and photographic identification such as a passport or driving licence.
We want to maintain a safe and secure environment for you and your family and may ask for your identification on arrival. We don’t knowingly allow anyone to use or visit our parks who is a convicted child sex offender, subject to the notification requirements of the Sexual Offences Act 2003, or subject to a Risk of Sexual Harm Order or Child Abduction Notice.
If a court or a similar organisation questioned any of these terms, the rest of the agreement would still be valid. It would also still be valid if we allowed you to do something that we wouldn’t normally allow under the agreement.
b. When things go wrong
We accept responsibility for things that go wrong if, and only if, we should have foreseen them when you booked or they arose later and were our fault. Since our mission is to ensure you and your party have a fantastic holiday at Park Leisure and we want to see you return in the future, we never try to avoid our legal responsibility and we commit to always dealing reasonably with any claims for loss or damage that are our fault.
There are however situations beyond our control and under such circumstances we can’t take responsibility or pay compensation for things like fire, flood, explosion, weather conditions or damage, criminal damage, civil strife, industrial action, natural or nuclear disaster, war or threat of war, terrorist activity and epidemics, that damage or even destroy our accommodation or facilities. We commit to doing our utmost to assist you in the unlikely event of any of the above actually occurring.
c. English law
We are based in the wonderful city of York, so are subject to English law and therefore we both agree that English law applies and that English Courts would make any decisions relating to any cases relating to this agreement.
d. Marketing: Our brochure, website and data protection
So that you can make an informed choice, our Marketing Team do their utmost to ensure any literature you receive along with the website and brochure are accurate when published. Please note however that due to the range of makes and models within each accommodation grade, photos, layout plans etc are there to give an impression of what it’s like rather than present an exact likeness of what you will be allocated on arrival at your chosen Park.
Please note that nothing from our brochure or website can be copied or used without our written permission and nothing in our agreement gives you or members of your party any rights over our intellectual property.
By booking with us, you give us some personal information about you and your party. We may use it to:
- Administer your booking and provide your holiday
- Pass on to 3rd Parties that have been involved in your booking but only if it’s appropriate
- Help put together internal statistics and market research to help us improve our holidays in the future
- Contact you about coming back to us on another holiday. If you don’t want to receive any such information, please write to our Head of Compliance, Park Leisure Holidays, Tudor Court, York Business Park, Nether Poppleton, York, YO26 6RS
- Process, in accordance with the legitimate interests of Park Leisure 2000 Ltd
We’ll only talk to you or your travel intermediary if you booked through a 3rd Party about your information. When you book with us, you and your party agree that we can use the information as described. If you’re using a travel provider, make sure you refer to their data protection policy.
Our privacy notice gives more detail about how we handle your information and is available on our website
e. TV filming and photography
We want you to capture many happy memories whilst you are on holiday with us however we do not allow any guests to film or photograph in our swimming pools and changing rooms.
On occasions, you may encounter a professional photography or video crew shooting for us or a TV show. Under this agreement, you and your party give us the rights to anything containing your image free of charge however if you or someone in your party does stray into shot without meaning to, we’ll do our best to remove the image from our library. Therefore, if you don’t want to be in shot, please try to keep clear of the area in which the photography and filming is taking place. We will always put up prominent signs.
f. Holiday Home ownership
On occasions, Park Leisure arranges bookings of some holiday homes as an agent of the Holiday Home Owner; a list of owners of the holiday homes that are available is available from the Park Reception. If you book one of these holiday homes then your contract will be with the Owner of that holiday home and not with us.