Terms & Conditions




Covid 19 specific conditions
If you or a member of your party develop symptoms before your holiday, please let us know as soon as possible and DO NOT come on your holiday.

If you or a member of your party develop symptoms during your holiday, please let us know immediately and return home as soon as is reasonably practical and safe for you to do so.   If you need to self isolate at the holiday property, we will have to charge for the bookings that will have to be cancelled as a result.

If you or a member of your party develop symptoms up to 14 days after your holiday, please let us know.

1.  Contract The contract is for the hire of the property for short term holiday letting and will be formally entered into between the Property Owner ("Owner") and the Hirer ("Hirer") when the required deposit payment has been received. The payments will be handled and the process will be administered by the agent, East Ruston Cottages Limited ("ERC")

2.  Payment terms 
A deposit of 25% of the total cost is required to secure the booking and needs to be made within FIVE days of the date the contract is confirmed by ERC. The booking will be held for that time but not fully secured until the deposit is received. The balance of the total will be due for payment six weeks before the start of the holiday and a reminder email will be sent to the Hirer from ERC prior to this. If the booking is made within six weeks of the start of the holiday the full amount for the booking must be paid within 5 days.  A booking admin fee - currently £17 - is payable on all bookings.

If the deposit is not paid within 5 days ERC will contact the Hirer to establish if the booking is still required.  No response from the Hirer will result in the booking automatically being forfeited.

Failure to make full payment of the balance in the time period stated above will result in the booking being cancelled and the deposit being forfeited unless pre-arranged between the Hirer and ERC.

All payments will be acknowledged by ERC and payment reminders sent by email (or post if no email address is available).

3. Payment methods/currency
Payments can be made by bank transfer or credit/debit card and only in £ Sterling.  All necessary payment details will be supplied when the contract is confirmed.

Bank transfers - please allow 72 hours for these to be acknowledged.

Card payments - these are taken via the fully secure HolidayRentPayments system via SuperControl, the secure bookings system linked to the website.  A deposit payment made by card permits the balance to be taken from this same card.  ERC will check with the Hirer prior to taking a balance payment to ensure the same card can be used.  No card payments can be taken over the telephone.

4. Refundable Bond / Security Deposit 
An additional and fully refundable bond of £100 or £200 (depending on property) is also required. Should any damage to the property or contents, beyond reasonable wear and tear, be incurred by the Hirer or excessive additional cleaning be required, the cost of this will be advised to the Hirer after the booking is complete and taken from the bond with proof of damage and costs supplied where possible.

Where a payment is made by bank transfer the Refundable Bond will be added to the balance to be paid 6 weeks before the commencement of the booking.

Where a payment is made by card the Security Deposit will be pre-authorised to be held against the card 2 days before the booking and automatically released, if not required, 7 days after the booking has ended.  This is a PRE-AUTHORISATION only.  No payment will be deducted from the card unless required to cover damages etc (see above) and the amount of the deduction will be advised to the Hirer prior to any deduction being made.

5. Cancellation
It is an important condition of the Contract that the Hirer should notify ERC as soon as possible should a booking need to be cancelled, by telephone or email.

These have Master Cancel protection cover for cancellations that are made between 60 and 2 days before the booking takes place for ANY reason.  Any booking payments made are covered in full (not the booking fee).

The refund payment for cancelled bookings will be released back to the cancelling Hirer on the scheduled final date of the original booking.

If bookings are cancelled prior to 60 days before the booking takes place the deposit will only be returned when a replacement booking has been obtained and a cancellation fee equalling 10% of the booking total will be charged.  Should there be any price reduction to secure the replacement booking, this will also be deducted from the returned deposit.

Cancellations made 2 days or 1 day prior to or the day of check-in will not be eligible for refund. Example: For a check in on Saturday, Hirer could cancel the prior Monday, Tuesday and Wednesday, but not Thursday (2 days prior) or Friday (1 day prior) or Saturday (day of check in).

If a Hirer needs to cancel a booking that was made before 6th April 2020, ERC will make the best efforts to rebook the cancelled period.

Should ERC be successful in doing this, Hirer will receive a refund of the original payments less a £30 cancellation fee.  If, in order to obtain the replacement booking, ERC have had to reduce the price, this reduction amount will be deducted from any returned payments, in addition to the £30 cancellation fee.

The refunded payment amount for cancelled bookings will be released back to the Hirer on the scheduled final date of the original booking.

All bookings made prior to 6th April will have been made under ERC previous Terms and Conditions where holiday cancellation insurance was STRONGLY RECOMMENDED.  If you have insurance for this instance, please inform us immediately so that we can provide you with any written evidence required to enable you to make a claim on your holiday insurance.

Should it be necessary for ERC to cancel any bookings the only liability we have will be to return any payments received from the Hirer in full.

6. Hirer's Responsibilities - The Hirer is responsible for the property hired and is expected to leave all equipment and utensils, fixtures and fittings etc and the property itself in the same order in which it was presented.

It is ESSENTIAL part of the Contract that all damages/breakages/problems should be reported as soon as they occur to the owner of the property or ERC.  This will enable the owner to attend to the problem during your stay or plan for repairs/maintenance/replacement during the changeover at the end of the booking. Problems that are not reported during the booked period will have no validity after the booking period.

ERC reserves the right to charge for any damage/breakages/extra cleaning which is deemed outside the normal wear and tear and Hirers are deemed jointly and severally liable.  Hirers should not assume that the insurance policy in place at individual properties will be used to cover damage/replacement costs.  If substantial damage/repair costs are incurred which exceed the Refundable Bond amount, the Small Claims Court may be used to recoup these.

The Hirer is required to observe and adhere to the requests and instructions in the individual properties.

The Hirer must not use the property or allow its use for any dangerous, offensive, excessively noisy, illegal or immoral activities or carry on there any act that may be a nuisance or annoyance to the property neighbours. This would be deemed a serious breach of the terms of the Contract and the Property Owner has the right to terminate the Contract with immediate effect in this instance.

East Ruston Cottages and its employees and its representatives shall not be liable to the Hirer or any member of the Hirer's party for loss or damage to their property howsoever arising. You must take all necessary steps to protect and safeguard your personal property.

7. Owner's/Manager's Responsibilities
The owner/manager is responsible for ensuring the property is supplied to the Hirer clean and with all appliances/devices/furniture in proper working order. The owner/manager is also responsible for dealing with any problems, equipment malfunction etc and will make best efforts to remedy any problems that occur during your stay when they are advised of them. Owner/manager details are included in the information folder of each property. If you are unable to contact the owner/manager then contact ERC directly.

8. Arrival and Departure
The properties will be ready for your arrival after 4pm and need to be vacated by 10am on your day of departure to allow for a full clean and changeover, unless otherwise agreed with/advised by ERC prior to arrival.  Earlier arrivals and later departures are sometimes possible but this will depend on adjacent bookings and is solely at the discretion of the owners.  We reserve the right to charge for an extra night or part thereof if the extension to either an arrival or departure time is more than an hour.

9. Numbers of people occupying a property
Under no circumstances may more people stay at each property than there are bed spaces. This is an important insurance requirement.

The number of guests in the original booking confirmed by ERC cannot be exceeded without notification to ERC before the commencement of the hire period.

10. Access and Arrival
Access and arrival arrangements will be provided by ERC to the Hirer approximately two weeks before the commencement of hire period unless the booking is made within 2 weeks of the arrival date, in which case the details will be sent when full payment is received.

11. Fuel and Electricity
Electricity charges are included in the cost of renting all the properties. For the wood burners/open fires please see each property details as there are different arrangements for each.

12. Complaints
In the event of a complaint or problem wth the provision of the accommodation it must be brought immediately to the attention of the owner/manager who will endeavour to rectify the problem as soon as possible, to ensure the continued enjoyment of your holiday. Should this not be possible please contact ERC immediately and in all instances before the end of your period of hire. No refunds/compensation can be made if problems/complaints are only notified after the hire period.

13.  Property rules
Each property has its own set of polite requests for guests but all properties do not allow smoking inside.  This is an important requirement to enable the properties to comply with their Fire Hazard assessments.

14.  Owner access.
Owners and their representatives are entitled to enter their property at any time but will always endeavour to contact guests to arrange a mutually agreeable time.

15. Commission policy.
ERC will receive an amount of 12-13% commission per booking with the balance being paid to the owner of the property booked.

East Ruston Cottages Limited
Reg.No. 10048164  At Companies House, Cardiff

Registered address:
Sea Lows
Crowden Road
Norfolk NR12 0SJ