Terms and conditions
When Dolphin Holidays accepts your booking a binding contract will be made between the person making the Booking and all adult members of the party.(Booked Persons)
The information contained within the brochure/website is incorporated into this contract. UK law applies to these terms and conditions. The published tariff is inclusive of all taxes at the time of publication. Dolphin Holidays reserve the right to amend prices should any new imposition be placed which affects our holiday prices. The information in both the website and associated brochure and inserts/attachments was accurate at the time of going to press. Dolphin Holidays reserve the right to make alterations to or withdraw any service without further notifications. .Dolphin Holidays reserves the right to make additional charges and to vary such charges from time to time for Services. Dolphin Holidays reserve the right to cancel any booking failing to comply with these booking terms and apply charges as set out below. E. & E.O.
2. AUTHORITY TO SIGN
Signatory must be over 18 years old and be a member of the party. Signatory must agree all booking conditions and be authorised to sign on behalf of all adult members of the party. This means that the booking party will jointly and severally be liable for any breach of the terms and conditions.
3. BOOKING AND PAYMENTS
Booking forms must be signed and returned (or electronically submitted via the website or email) to Tencreek, accompanied by the correct payment – £70 per week for our accommodation and £30 per week for touring bookings which includes the Holiday Cancellation Plan. The contract for booking is only made when accepted by Dolphin Holidays and confirmation issued. Booking Confirmations are issued before cleared funds are available. The Confirmation is only an indication of payment made and may be reversed for a number of reasons( cheque returned by bank, credit card company chargeback or administration error)
The tariff includes VAT at 5% on electricity and gas usage supplies and 20% on gas and electricity availability charges. The tariff includes the price of the metered supply of both gas (normally£12.50 week) and electricity (normally £12.50 per week). Dolphin Holidays reserves the right to make further charges for this supply should normal usage be exceeded. The price of your holiday will be subject to the rate prevailing at point of sale. All monies paid are non refundable.
Offers and discounts can only be applied at the time of booking. However, if an offer or discount becomes obtainable once a booking has been created it can be retrospectively applied up to 7 days after the original booking date, at the companies discretion. Offers and discounts cannot be applied if the booking and arrival days are within 24 hours of each other.
Reservation of specific pitches, holiday homes or areas of the Park can only made by paying the £15 charge. This will appear on your booking confirmation. Special requests are not guaranteed, are not a condition of booking and do not form part of the contract. If the pitch, unit or area becomes unavailable for any reason whatsoever we will refund the £15 charge. There is no further liability to you.
Balances are due 28 days before arrival. If not received the right is reserved to cancel the booking with the loss of deposit or part payment and then re-let the unit without notice to recover monies. Balances paid after the “28 day prior to arrival” date has passed will attract a charge of £20 in the form of a “late payment fee”.
Dolphin Holidays reserves the right to terminate any booking at any time without compensation or refund. Dolphin Holidays reserves the right to decline any booking without explanation.
Automatic Balance Payments – credit and debit card only
Balance payments are collected on its due date(28 days before arrival), by using Continuous Payment Authority. This payment will be collected by debiting the credit/debit card you have registered, at anytime on the agreed repayment date and therefore you must ensure there are sufficient funds in the account to cover payment.
If the payment fails on the due date an attempt to contact you will be made to arrange payment. Dolphin Holidays reserve the right to refer to the cancellation policy should payment not be made. In the event that the holiday has already occurred Dolphin Holidays reserves the right to levy a late payment fee of £100
Cancelling a Continuous Payment Authority
You can stop payment by contacting us as well as your bank. You must ensure that a request to stop the payment reaches us and is confirmed by us before the due date.
If the arrival date is less than 28 days from the date of the booking then full payment is due.
Cheques attract a £2.00 admin charge. Please note payment by debit card remains free of charge. Returned cheques incur an admin charge of £20.00.
Shortcomings with accommodation/pitch/park must be notified to the reception immediately, so that remedial action, if appropriate, can be taken. If a significant problem is not resolved to your satisfaction, please be aware that we are unable to cancel and refund or simply refund if you remain in the accommodation/pitch/park after 24 hours. We cannot accept liability to any claim whatsoever if notiication is not received in writing within 7 days from departure. Continuity of utility services (water,sewage,electricity,gas and Wifi) are not guaranteed and as such do not form a part of your booking contract. Dolphin Holidays cannot be held responsible for losses suffered.
We are able to arrange for an engineer to attend the property to carry out an agreed test on any appliance or equipment that might be questioned , however, this visit is liable to a fee (£65 plus VAT) should there be no fault with the item questioned.
In very exceptional circumstances (e.g. fire, theft or flood etc ), we may have to cancel your booking. We will advise as soon as possible. In this event we can fully refund, or offer an alternative arrangement booked at brochure price. We will have no further liability to you.
4. BOOKING ALTERATIONS & AMENDMENTS
If, once the booking has been accepted by Dolphin Holidays, you wish to make an alteration, please do so in writing as soon as possible to enable us to carry out the necessary arrangements where availability allows. This incurs a £20 administration charge. Full cancellations-refer to terms and conditions section 5
If you alter your booking to a date with a higher tariff then you will be responsible for paying the additional holiday cost plus £20 administration charge. Bookings cannot be transferred from a low or shoulder period to a peak holiday period.
If you amend your dates to a lower tariff then the total holiday cost can only be reduced if Holiday Cancellation Plan was purchased at the time of booking. You will still need to pay the administration charge.
Amendments will be recalculated using the new booking date and may result in the loss of time sensitive offers.
Holidays cannot be amended within 28 days of arrival. This reduces to 14 days before arrival where Holiday Cancellation Plan has been taken out at the time of booking
Please note that dates cannot be changed from one year to the next.
Bookings and Payments are generally non-refundable except where provided in these Terms and Conditions. Dolphin Holidays operate a Holiday Cancellation Plan. This is optional but is strongly recommended.
Cancellations within 24 hours of making the Booking
Bookings cancelled within 24 hours of the original Booking being made will receive the applicable refund less an administration charge of £20 per booking (credit card fees, specific pitch/unit charge or other administrative fees are not refundable).
Cancellations not made within 24 hours of Booking
Bookings cancelled 24 hours or more after the original Booking has been made will receive no refund. Dolphin Holidays operate a Holiday Cancellation Plan. This is optional but is strongly recommended.
Unless notice in writing of cancellation of booking is received by us the booking party signatory will be liable for the full amount due in respect of the reservation. In the event of cancellation for one of the causes specified in the Holiday Cancellation Plan, the booking signatory should then follow the procedure detailed therein. Should you need to cut your holiday short after it has commenced, we regret that we are unable to refund any monies paid.
6. HOLIDAY CANCELLATION PLAN
A minimum cover Holiday Cancellation Plan can be included with your booking.Please see separate section for full details.
7. PARTY MAKE-UP
No accommodation may be occupied by more than the number of persons specified in the brochure and tariff. Customers are asked to leave the accommodation and its contents clean and tidy on departure. No more than 6 persons (inc. children) will be allowed to occupy a touring/tent pitch. The signatory of the booking form will be responsible for all damage or loss sustained during or as a result of your stay. The booking form signatory expressly agrees that Dolphin Holidays may make a further charge, as may be necessary, to reimburse the company against any liability of theirs to the company including, but not limited to, damage to Park property and extra accommodation nights used but not paid for on departure.
Dolphin Holidays caters for families and couples and does not accept groups of all male, female or even mixed groups without prior arrangement. From time to time we cater for groups from schools, clubs etc but only with prior agreement.
Dolphin Holidays reserve the right to refuse or cancel bookings for larger party sizes, whether a single booking or a number of single bookings that are judged linked. Money that has been paid may not be refunded if a breach of terms and conditions has occurred.
On arrival customers may be required to provide identification. A photographic driver’s licence or passport are the only accepted forms of Identification. Failure to provide identification, if asked, will lead to refusal of entry to Park.
Customers must be registered on the electoral roll and where not located we reserve the right to refuse or cancel the booking. Money that has been paid may not be refunded if a breach of terms and conditions has occurred.
8. ARRIVAL AND DEPARTURE TIMES
Caravan Holiday Homes are available from 4.00pm (unless a noon check-in has been pre-arranged). Touring Pitches are available from noon. All bookings are until 10am on the day of departure. Off season, these times may be flexible at the parks discretion but for the avoidance of doubt please assume they are correct. We reserve the right to deviate from these times should circumstances dictate. Early check in charges are not guaranteed, are not a condition of booking and do not form part of the contract. You are welcome to use the park facilities at any time on your arrival or departure date.
Caravan Holiday Home late arrivals may obtain their key from the bar or pre-arranged collection point before midnight. Touring Caravans or Tents cannot be accepted onto park after 10.00pm. Arrivals after these times may not be accepted until 8.30am the next day
Without notification of late arrival your booking will only be held until noon the day following the booked arrival date whereupon it may be re-let without notice. If we believe that you have vacated with no intention to return we may also re-let without notice. You will not be entitled to a refund.
Dolphin Holidays reserves the right to decline accommodation and to demand the immediate withdrawal of any person not complying with booking conditions or behaving in a way that in our judgement is detrimental or disruptive to the park or the comfort of other customers and staff. In these circumstances the party will not be entitled to a refund of monies paid. Dolphin Holidays further reserves the right to refuse or cancel a booking, pre or post confirmation, where it is suspected that a customer may fail to adhere to these terms and conditions.
Public Buildings : It is illegal to smoke inside. Outside, smoking is also not permitted within 5m of any public building. E-smoking is also not permitted with the same exclusions.
Accommodation: Smoking and E-Smoking is not permitted in our accommodation, however we cannot guarantee that any accommodation has always been smoke free. Where there is evidence of smoking in accommodation we reserve the right, if necessary, to charge a cleaning fee of £75
Commercial vehicles, vans, and boats are not allowed on the park without authorisation from the Park manager. Consent can be refused without explanation. Only one vehicle per pitch is allowed, extra vehicles must be booked in at reception. All vehicles must be registered, taxed and insured in such a way to make them “road legal” For security reasons all vehicles must have Dolphin Holiday badge/sticker prominently displayed. Driving is not permitted between the hours of midnight and 5.30am. All drivers must hold a full driving licence relevant for the vehicle they are driving. Learner Driving is not permitted.
The signatory is responsible for both the behaviour and welfare of children whilst at our parks. Children under 8 must be accompanied by a responsible adult at all times.
After 7.00pm children under 12 must be accompanied by a responsible adult whilst in bar areas.
Non swimmers and children under 8 years must be accompanied by a responsible adult at all times when using the swimming pools.
Dolphin Holidays cannot refund any monies as a result of inclement weather.
Pets are only allowed in some accommodation (Sunsaver and Sunset caravans).
Under no circumstances shall pets be tolerated in “Sorry – No pets” accommodation.
Breach of this condition will result in party being requested to leave the park – monies cannot be returned.
Pets are not allowed in public buildings.
Dogs must be on a lead at all times and well behaved – unruly, noisy, messy dogs cannot be tolerated and shall be treated as a breach of terms and conditions.
15. AVAILABILITY OF FACILITIES
Every effort is made to ensure advertised facilities are available. It maybe necessary, however, to limit or close a facility for a variety of reasons within or beyond our control including weather. Should we close or withdraw a facility or activity we will not be liable to you. Furthermore, opening times and services ( eg entertainment) may be limited outside the main holiday periods. There is a brochure price reduction which allows for reduced services. Entrance and seating within Castaways is not guaranteed. Seating cannot be guaranteed or reserved.
Except in the case of personal injury or death, Dolphin Holidays total liability to the booking party in the respect of all claims arising from your stay with us shall not exceed the total cost of your holiday.
Dolphin Holidays cannot be held responsible for any loss the booking party may suffer as a result of any act, by any person other than Dolphin Holiday employees. Dolphin Holidays cannot accept any liability whatsoever for any personal property damaged, lost or stolen whilst the booking party is holidaying with us.
Immediately on arrival, Dolphin Holidays insist that all party members familiarise themselves with the park, public buildings and grounds. Ensure children are supervised. You will encounter uneven ground, unmade roads and paths and areas where lighting is minimal. There are many naturally occurring hazards (potholes created by animals, slippery/muddy ground especially in wet weather, steep banks etc)
Dolphin Holidays shall have no liability for any matter that is not brought to the attention of the park management during your party’s stay.
17. DATA PROTECTION, DATA PROCESSING AND GDPR
18. LOST PROPERTY
A handling and packing charge of £8, with the guest paying for delivery, is made for returning lost property. Please notify us as soon as possible. Lost property is not stored indefinitely and after a short period it is given to charity.
Photographs and videos for various promotional/entertainment/security activities (brochure, website, social media , webcam, CCTV etc ) are taken on a regular and “ad hoc” basis. Photography or videoing will be in progress whilst you are on park. You expressly agree that Dolphin Holidays can store or publish any images at its sole discretion. Responsibility cannot be accepted if you or a party member should appear in a photograph/video. We are unable to make a payment or recompense of any kind. Should you not wish to appear in any such material please notify us on or before your arrival at Tencreek.
20. BREACH OF TERMS AND CONDITIONS
Dolphin holidays reserves the right to decline accommodation and to demand the immediate withdrawal of any person not complying with any booking terms and conditions. In these circumstances the party shall not be entitled to a refund of monies paid.
21. TICKETED EVENTS
Dolphin Holidays has no control or involvement in the ticketing of certain events. Where tickets are sold as a separate item to accommodation (ie Looe Live Festival, Beat@Tencreek , Solid Entertainment weekends etc etc) we cannot accept any responsibility at all to do with the event.(ie Injury, amendments, cancellations etc).
We cannot accept any responsibility or pay any refund, compensation or any sum for any changes or cancellation of any advertised or confirmed line up or programme, even to the extent of part or full cancellation of the event/s, which may have been the only reason for making the booking. If we obtain a refund or partial refund from the organiser, it will be passed on to you.
When an event is cancelled, postponed or curtailed in anyway the cost of accommodation cannot be refunded.
Some of event’s held on the park are for over 18’s only.
21.1 Music Weekends and other Ticketed Events
Tickets/ Wristbands: For health and safety, as well as guest comfort, customer numbers in Castaways are controlled by the issue of a wristband check-in. It is the guests responsibility to look after the wristband. Guests without wristbands will be refused entry to Castaways. There is a charge for a replacement wristband. Wristbands are not transferable and cannot be sold.
Wristbands allow the right of admission only. Seating cannot be reserved or guaranteed unless part of packaged ticket which may include a food and drinks package, for example.
Drinks Vouchers: Some events will use Tickets/Wristbands simply as a way of confirming overall numbers and therefore include a voucher to offset part or all of the ticket price. In this situation the voucher will only be valid for the event it applies.
Bags and Buggies: Customers may have their bags searched. In addition, the right to enter Castaways with prams or buggies may be withdrawn.
By entering the competition/promotion entrants will be deemed to have accepted these terms and conditions and agreed to be bound by them.
Closing date: All entries must be received by 11.59pm on the date specified in the competition/promotion.The winner(s) will be selected by Dolphin Holidays at random from all entries received before the closing date.
Winner(s) will be notified by direct message, email, post or phone after the closing date.
Sometimes there is a delay in this process especially if the winner passes the prize back to be redrawn or cannot be contacted within 48 hours
If any winner is not able, for whatever reason, to accept a prize, or cannot be contacted within 48hours of the draw date, Dolphin Holidays reserve the right to award the prize to another entrant
Prizes are non-transferable and there are no cash alternatives in place of the stated prize. Dolphin Holidays reserves the right to substitute the prize with an alternative of a similar value. Any costs incurred over and beyond the prize offering are at the personal cost of the winner.
Dolphin Holidays decision shall be final and binding in all respects on all entrants. No correspondence will be entered into.
Details of prize winners’ names will be available on Dolphin Holidays website for one year after the close of the Promotion. See here.
Winners may be required to take part in promotional activity for Dolphin Holidays regarding their prize. Furthermore to agree to allow Dolphin Holidays to use their name and likeness for advertising and publicity purposes without additional remuneration. Comments supplied by entrants may be used for marketing purposes.
Dolphin Holidays will use each winner’s, and each entrant’s, personal details for the purpose of administering the Promotion. Entrants must be 18 years of ago or older to enter. Only one entry per person.
The Promotion, and any dispute or claim arising out of it, shall be governed by English law. You agree that the courts of England and Wales shall have exclusive jurisdiction to settle any dispute or claim.
It is a condition of entry that all rules are accepted as final and that the competitor agrees to abide by these rules.
Dolphin Holidays reserves the right to amend these terms and conditions at any time.
E. & E.O.
Giveaway vouchers cannot be used in conjunction with any other offers and can only be redeemed on holidays. The number of Voucher per stay is limited to 1 voucher per booking. Can only be used against new bookings only. Vouchers are valid for 3 months from giveaway end, unless otherwise stated. Cash value £0.00001. Beat@Tencreek voucher giveaway – vouchers can only be redeemed on bookings for that weekend. Vouchers are not valid for Looe Scooter Rally, Looe Live Festival, Solid Entertainment weekends and Beat@Tencreek Weekends. Looe Live prize tickets are only valid for the year of the competition and is redeemable for up to 4 adults. At least 1 ticket holder must be over the age of 18.
USE BY DATES:
EBS18 – 31st December 2018
EB18S – 31st December 2018
EBT18 – 31st December 2018
JAN19 – 31 January 2019
23. PRICE PROMISE
This is a genuine attempt to provide excellent value for money for our customers. We will attempt to price match any holiday which is “like for like”. This is measurable when comparing our holidays advertised by other agents. In the event that the comparison involves another company the comparison Holiday Park must have same facilities, same holiday type, same booking and same arrival and departure date. Book with confidence — we will refund the difference up to 7 days after the booking is made if you find the same at a better price!! Dolphin Holidays decision is final. Dolphin Holidays reserves the right to withdraw any offer at any time.