Terms and conditions
Tencreek Promise Guarantee
We’re protecting your booking and your holiday with our Tencreek Promise Guarantee.
Our Tencreek Promise Guarantee means you’re covered if:
- The park has to close
- The UK Government restricts travel in the area the park or your booking is under
- You or one of your party being unable to travel due to Coronavirus related sickness or isolation.
The ‘Guarantee Window’ allows you to transfer or cancel up to the day of arrival, should you be affected by one of the points above.
All other booking terms and conditions remain unchanged.
If you choose to amend your holiday to different dates we will apply your original booking payment against a future break, free of charge, should your new holiday be more expensive you will need to pay the difference at time of booking.
If you choose to cancel your holiday, you can only do this by completing our ‘Flexi-Form‘, refunds can take up to 28 days to process.
The Tencreek Promise Guarantee is available until further notice.
If you have held your monies with us as your break was affected by Coronavirus, this credit can be used against any holiday in 2021/2022. The booking for the holiday must be made within 12 months of the credit being available.
‘Flexi-rate’ is a separate offer and remains available at the same time as this guarantee. We always advise you book using our ‘Flexi-Rate’ offer.
When Dolphin Holidays LLP 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 LLP 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 LLP reserve the right to make alterations to or withdraw any service without further notifications. .Dolphin Holidays LLP reserves the right to make additional charges and to vary such charges from time to time for Services. Dolphin Holidays LLP 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. The contract for booking is only made when accepted by Dolphin Holidays LLP 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 LLP 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 LLP reserves the right to terminate any booking at any time without compensation or refund. Dolphin Holidays LLP 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 LLP 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 LLP reserves the right to levy a late payment fee of £100
Security Deposits and Pre-Authorisations – credit and debit card only
One and two night, group bookings, and telephone bookings for any period
Credit or Debit Card booking payments received for any of the above will be required to “pre-authorise” £100 on the same card to authenticate card validity.
This must be completed on arrival via a chip and pin machine (PDQ).
The card will not be debited unless required to rectify damages caused to the accommodation or in relation to other terms and conditions.
Please be aware that, even though money is not taken, authorisation will last for up to 7 days and will affect the availability of funds available from your bank.
In the event that the same card is not available another card will be required to pay for the holiday in full. The original card will be refunded in total. All payments must use chip and pin. Cash is an acceptable alternative.
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 LLP 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 will 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 LLP, 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 you have booked using the flexi -rate 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 unless you have booked using the flexi rate. You will still need to pay the administration charge.
Standard bookings and payments are non-refundable except where provided in these Terms and Conditions. Dolphin Holidays offer a Flexi-rate. This is optional but is strongly recommended.
Dolphin Holidays Flexi-Rate terms can be found in section 6 below.
Cancellations within 24 hours of making the Booking:
All 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:
Standard Bookings cancelled 24 hours or more after the original Booking has been made will receive no refund.
Flexi-Rate Bookings cancelled 24 hours or more after the original Booking has been made will receive a refund based on the cancellation window. Cancellations outside of the cancellation window will receive no refund. The cancellation window is up to 4pm 48 hours before arrival day or 7 days prior to arrival in school holiday periods
Unless notice of cancellation of booking is received via the web-form or in writing or email, the booking party signatory will be liable for the full amount due in respect of the reservation. In the event of cancellation of a Flexi-Rate booking , the booking signatory should then follow the cancellation procedure detailed on the website.
Should you need to cut your holiday short after it has commenced, we regret that we are unable to refund any monies paid.
Cancellations are covered for the following reasons.
- The park has to close due to COVID-19
- The UK Government restricts travel in the area the park or your booking is under
- You or one of your party being unable to travel due to Coronavirus related sickness or isolation.Upon cancelling you maybe asked for proof of positive test results. This will be in the form of the NHS app or a letter from the NHS. Please note we do not accept the ‘NHS Isolation note’ as proof.
5.1 Exceptional Park Closure due to Government Restrictions
This clause explains when you, or we, may cancel or agree to postpone your holiday due to Government restrictions. We prefer that you postpone but will always allow you to cancel where the law gives you the right to do so.
The rights in this clause are additional to any other rights either of us may have in our terms and conditions.
We promise to keep all our customers safe. We ask you not to book if the law prevents you visiting or staying with us, or if Government guidance means that you should not visit or stay with us even if the law still allows you to. Our promise also means that there are limited circumstances in which we may need to cancel your holiday.
Either of us has the right to cancel your holiday, or any unused days, if the law prevents you from visiting or staying with us. If your holiday has not started, then we will refund your booking in full less any costs we have already incurred on your holiday which we cannot recover elsewhere (“Direct Costs”). If your holiday has started, then we will refund in full any days unused when we cancel, again less any Direct Costs. We will not charge an administration fee.
Either of us also has the right to cancel your holiday, or any unused days, if Government guidance means that you should not visit or stay with us, even if the law still allows you to do so. If your holiday has not started, then we will refund your booking in full. If your holiday has started, then we will refund in full any days unused when we cancel. We will not charge an administration fee and we will not deduct any Direct Costs.
Changes to our facilities and services due to Government Restrictions
We may make changes to the facilities and services at the park. Our changes may reflect changes in relevant laws and regulatory requirements or implement minor technical adjustments and improvements, for example to address a health and safety risk.
In this instance if we make changes to the facilities and services at the park a refund or partial refund cannot be permitted unless under flexi rate conditions.
Static caravans and touring pitches are bookable at standard or flexi rates.
6.1 Standard rate
Standard rate bookings are non refundable.
6.2 Flexi rate plan
Flexi-rate bookings allow you to benefit from one of the three options.
Three options available:
1. Amend holiday to new dates. Where there is a tariff increase a charge will be made for the difference. No fees apply.
2. Transfer monies paid to credit my account. Where new dates are unknown funds can be held on the customers account to be redeemed against a future holiday. Where there is a tariff increase a charge will be made for the difference. No fees apply.
3. Cancel booking and received no quibble refund. Fees may apply. See 6.3 for more info.
To benefit from the flexi-rate plan the flexi-form must be completed within the cancellation window and may be subject to a flexi-rate fee, see table below 6.3
The cancellation window is up to 4pm 48 hours before arrival day or 7 days prior to arrival in school holiday periods
6.3 Flexi-rate fee
There is no flexi-fee for cancellations 28 days or more prior to arrival.
Cancellations, within the cancellation window, will have the following fees deducted from your refund.
|Holiday cost (excluding any extras) per week or short break||Flexi-rate fee per week or short break|
|Up to £150||£14|
|£151 to £200||£18|
|£201 to £250||£22|
|£251 to £300||£27|
|£301 to £350||£32|
|£351 to £400||£37|
|£401 to £450||£42|
|£451 to £600||£47|
|£601 to £650||£52|
|£651 to £700||£57|
|£701 to £750||£62|
|£751 to £900||£67|
|£901 to £1200||£72|
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 LLP 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 LLP 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 LLP 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 LLP 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. Associated members of the booking parties will also have accommodation withdrawn and be asked to leave the park. In these circumstances the party will not be entitled to a refund of monies paid. Dolphin Holidays LLP 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.
10. SMOKING & DAMAGE TO ACCOMMODATION
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
We hope you don’t have any mishaps while you’re with us. But if your accommodation is damaged by you or someone in your party during your stay, we have the right to recover the cost of this from you, including any extra cleaning costs. We may also go into your accommodation at a reasonable time (and on reasonable notice) during your break to check the state of things. Any damage to your accommodation could result in your booking being cancelled, with no refund. If there’s an emergency, we can come into your accommodation without warning.
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 LLP 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 LLP 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 LLP cannot be held responsible for any loss the booking party may suffer as a result of any act, by any person other than Dolphin Holidays LLP employees. Dolphin Holidays LLP 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 LLP 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 LLP 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 LLP 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 LLP 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 LLP 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, Headstock Entertainment weekends, 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 LLP 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 LLP 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 LLP 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. Any prize won is subject to availability.
Dolphin Holidays LLP 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 LLP 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 LLP regarding their prize. Furthermore to agree to allow Dolphin Holidays LLP 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 LLP 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 LLP 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 Headstock Entertainment 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.
2020 Photo Competition:
Prize: 7 night stay in a caravan holiday home in 2021. Excludes any August date. For up to 6 people. Entry via Facebook event ‘2020 Photo Competition’ Competition closes 5.00pm, 9th November 2020
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 LLP decision is final. Dolphin Holidays LLP reserves the right to withdraw any offer at any time.