Holiday Terms & Conditions

Osborn Leisure Group 

Standard Holiday Terms and Conditions

 

Please read these Terms and Conditions carefully, as together with your Booking Confirmation, Park Rules, and website information, they form your agreement with Osborn Leisure LLP.


Please contact our Reservations Team on 01825732617 or by email at team@osborngroup.co.uk open 7 days a week, who will be happy to answer your queries and assist you.


Head Office Address: Osborn Leisure LLP Chestnut Meadow Park, Ninfield Road, Bexhill on Sea, East Sussex, TN39 5JG


Our team is available to assist with any queries. If any part of these Terms and Conditions is unclear, please contact us prior to booking.


Alternative formats (large print, audio, or braille) are available on request.


By making a booking, you confirm that you have read and accepted these Terms and Conditions.

List of Contents

1. DEFINITIONS &  Contract Terms

1.1 Definitions 

1.2 The Booking Contract 


SECTION A - LODGE AND CABIN GUESTS

A1. Accommodation Allocation 

A2. Check-In & Check-Out 

A3. Security Deposit & Damage

A4. Restrictions & Prohibited Activities 

SECTION B — CAMPING, GLAMPING & TOURING GUESTS

B1. Accommodation Allocation

B2. Check-In & Check-Out

B3. Site Rules & Equipment


SECTION C — PET POLICY

C1. General Rules 

SECTION D — GENERAL PARK RULES

D1. Children & Supervision 

D2. Group Bookings & Stay Restrictions 

D3. Vehicles & Driving 

D4. Anti-Social Behaviour Policy 

D5. Park Environment & Safety


SECTION E — CANCELLATIONS

E1. Guest Cancellations 

E2. Booking Amendments 

E3. Cancellation or Changes by Us 

SECTION F — Legal Terms 

F1. Pricing & Payment 

F2. Guest Information

F3. Liability

F4. Complaints & Consumer Rights

1. DEFINITION & Contract Terms


For the purposes of these Terms and Conditions:


1.1 Definitions

Accommodation means the lodge, cabin, pod, or pitch booked by you.

Booking means your reservation request for Accommodation.

Booking Confirmation means our written acceptance of your Booking.

Event Outside Our Control means any event beyond our reasonable control, including strikes, industrial disputes, civil unrest, terrorism, war, fire, flood, storms, epidemics, pandemics, natural disasters, utility failures or telecommunications outages.

Park means any park operated by Osborn Leisure LLP.

Terms and Conditions means these terms together with any documents referred to within them.

We / us / our means Osborn Leisure LLP.

You / your means the lead booker and all members of your party.

Writing / written includes email communication unless otherwise stated.


1.2 The Booking Contract


  • A Booking is only confirmed once we issue a Booking Confirmation.
  • If we cannot accept your Booking, we will notify you and refund any payments made in full.
  • Please check your Booking Confirmation carefully and notify us immediately of any errors.
  • These Terms apply to all bookings made via our website, email, telephone, post, in person, or through third-party booking platforms.
  • Regardless of how your Booking is made, Osborn Leisure LLP retains full discretion over the administration and fulfilment of all reservations.


SECTION A — LODGE & CABIN GUESTS

A1. Accommodation Allocation


• We offer a range of lodges and cabins which vary in size, age, layout, and furnishings.

• Your Booking guarantees the accommodation type and standard selected, not a specific unit number.

• Accommodation units are allocated during online check-in.

• We reserve the right to allocate an equivalent or higher-standard unit if necessary.


A2. Check-In & Check-Out


Check-In

• Standard check-in is from 4:00pm.

• Early check-in from 2:00pm may be available for purchase through the guest app.

• Guests should aim to arrive before 7:00pm.


Check-Out

• Check-out is strictly by 10:00am.

• Late check-out until 12:00 noon may be available for purchase through the guest app.


Keys

• Please leave all keys inside the accommodation upon departure.


A3. Security Deposit & Damage


• A £150 pre-authorised card hold is required before arrival as a security deposit.

• The hold will be released once the accommodation passes inspection after departure.

• Depending on your card provider, released funds may take 5–7 working days to reappear in your available balance.

• You are responsible for any loss, damage, breakages, or excessive cleaning caused by you, your party, or your visitors.

• Where costs exceed £150, you remain liable for the full balance.


By completing your stay, you confirm acceptance of these Terms.


A4. Restrictions & Prohibited Activities


Day Visitors

  • Guests wishing to invite visitors onto the Park must obtain prior approval from our reservations team.


Barbecues & Fire Pits

  • Barbecues, fire pits, and open flames are strictly prohibited near lodges and cabins due to fire risk.


Electric Vehicle Charging

  • Charging electric vehicles from accommodation power supplies is strictly prohibited.


SECTION B — CAMPING, GLAMPING & TOURING GUESTS


B1. Accommodation Allocation



  • We offer camping pitches, touring pitches, and glamping pods across our Parks.
  • Your Booking guarantees the selected pitch or pod type and standard, not a specific location.
  • Pitches and pods are allocated during online check-in.
  • We reserve the right to allocate an equivalent or higher-standard option where necessary.


B2. Check-In & Check-Out


Check-In

  • Check-in is from 2:00pm.
  • Guests should aim to arrive before 7:00pm.


Check-Out

  • Check-out is strictly by 11:00am.


Pod Keys

  • Pod keys must be left inside the pod upon departure.


B3. Site Rules & Equipment


  • All guests must comply with our Touring, Camping & Glamping Field Rules, available online, on the guest app, or from reception.
  • External air-conditioning units and fuel-powered generators are prohibited.
  • You are responsible for ensuring your equipment is safe, suitable, and fit for purpose.

SECTION C — PET POLICY


C1. General Rules


• A maximum of two dogs are permitted per pitch or pet-friendly accommodation unit.

• Pets must be covered by valid third-party liability insurance.

• Dogs must be well-behaved and must not cause nuisance, disruption, or aggression toward guests or staff.

• Dogs must remain supervised and on a lead at all times.

• Guests must clean up after their pets immediately and use designated waste bins.

• Dogs are not permitted in children’s play areas.

• Any breed or crossbreed prohibited under the UK Dangerous Dogs Act is not permitted on site.


Failure to comply with these rules may result in removal from the Park without refund.


SECTION D — GENERAL PARK RULES


D1. Children & Supervision


  • Parents and guardians are responsible for supervising children at all times.
  • Children’s behaviour must not endanger or disturb other guests.


D2. Group Bookings & Stay Restrictions


Stag & Hen Parties

  • We are primarily a family-oriented Park and do not usually accept stag or hen party bookings.
  • Guests planning group stays must contact us before booking.
  • Unauthorised group party bookings may be cancelled.


Occupancy Limits

  • Accommodation occupancy limits must not be exceeded.
  • Infants under 2 years old are excluded from occupancy calculations.


Maximum Stay

  • No stay may exceed 28 consecutive days.


Safety Restrictions

  • Individuals listed on the Sex Offenders Register are prohibited from entering our Parks or accommodation.


D3. Vehicles & Driving


Speed Limit

  • A strict 5 mph speed limit applies throughout all Parks.


Restricted Vehicles

The following may only be brought onto site with prior written approval:

  • Quad bikes
  • Segways
  • Hoverboards
  • Electric scooters
  • Electric bikes
  • Pickup trucks
  • Commercial or working vehicles
  • Large vans


Commercial vehicles towing trailers are not permitted.


Prohibited Equipment


The following are not permitted anywhere on site:

  • Horseboxes
  • Boats
  • Drones
  • Go-peds
  • Jet skis


Driver Requirements


  • All drivers must hold a valid driving licence and insurance.
  • Drink-driving is strictly prohibited.


Vehicle Repairs

  • Vehicle repairs and maintenance are not permitted on site except for emergency breakdown services.


D4. Anti-Social Behaviour Policy


You and your party may be removed from the Park without refund if you:

  • Behave in an anti-social, abusive, threatening, or disruptive manner
  • Cause excessive noise
  • Damage property
  • Harass guests or staff
  • Engage in illegal activity, including illegal drug use


Where staff intervention is required due to guest behaviour, the £150 security deposit may be retained in full.

Smoking and vaping are prohibited inside all indoor accommodation.


D5. Park Environment & Safety


Bicycles

  • Helmets should be worn while cycling on site.
  • We accept no liability for loss, theft, or damage to bicycles or personal equipment.


Rural Environment

  • Our Parks are located in rural and wooded areas.
  • Guests are advised to bring a torch.
  • Wildlife and occasional insects may be present.


Park Rules

  • All guests must comply with Park Rules displayed online, within the guest app, or at reception.


SECTION E — CANCELLATIONS, CHANGES & FEES


E1. Guest Cancellations


All cancellations must be submitted in writing to:

team@osborngroup.co.uk


Refund Policy


Notice Given Before Arrival Refund Entitlement

  •  56 days or more -  100% refund
  •  14–55 days - 50% refund
  •  Less than 14 days -  No refund

 

Exceptional Circumstances


You may cancel for a full refund if:

  • We materially breach these Terms and fail to remedy the issue within a reasonable time; or
  • We make significant changes which materially disadvantage you.


E2. Booking Amendments


Minor Amendments

  • Minor changes, including guest name amendments or equivalent pitch changes, are free of charge.


Major Amendments

  • Changes affecting dates, accommodation type, or overall cost incur a £25 administration fee.


Price Differences

  • Additional costs must be paid where amended bookings are more expensive.
  • No refund will be given where amended bookings are cheaper.


Timing Restrictions

  • Major amendments requested within 8 weeks of arrival may be treated as cancellations.


E3. Cancellation or Changes by Us


We may cancel or amend bookings due to operational requirements, staff shortages, or facility unavailability.


Where this occurs, we will offer either:

  1. A full refund; or
  2. Alternative accommodation (with any price difference refunded if applicable).


We may also cancel your Booking immediately if:

  • Payment is not made when due; or
  • You materially breach these Terms.

SECTION F — LEGAL TERMS


F1. Pricing & Payment


  • Prices are fixed once your Booking is confirmed.
  • Later discounts or promotions do not apply retrospectively.
  • Prices include VAT where applicable.
  • If VAT rates change before confirmation, prices may be adjusted accordingly.
  • Obvious pricing errors may be corrected or result in cancellation and refund.
  • The cardholder used for payment must be present for on-site transactions.
  • Third-party cards are not accepted.


F2. Guest Information


You must provide accurate information regarding:

  • Guest numbers
  • Contact details
  • Guests under 18
  • Pets
  • Accessibility requirements


Failure to provide accurate information may result in additional charges or cancellation.


F3. Liability


  • We are responsible for foreseeable losses caused by our negligence or breach of contract.
  • Our total liability is limited to the total amount paid for your Booking.


We are not liable for:

  • Business losses
  • Loss of profit
  • Indirect or unforeseeable losses
  • Utility outages
  • External noise or disturbances
  • Events Outside Our Control


Nothing in these Terms excludes liability for death, personal injury, fraud, or fraudulent misrepresentation caused by our negligence.


F4. Complaints & Consumer Rights


  • Guests must report issues promptly and allow us a reasonable opportunity to resolve them.
  • If accommodation cannot be provided due to our fault, unused accommodation costs will be refunded.
  • Your statutory consumer rights remain unaffected.


F5. General Terms


  • We may update these Terms from time to time to reflect legal or operational changes.
  • Significant changes made after Booking which materially disadvantage you may entitle you to cancel for a full refund.
  • We may transfer our rights and obligations to another organisation without affecting your rights.
  • You may not transfer your Booking without our written consent.
  • If any provision of these Terms is found unenforceable, the remaining provisions remain valid.
  • Failure to enforce any right immediately does not waive that right.
  • These Terms are governed by English law and subject exclusively to the jurisdiction of the English courts.



Company Information

Address of Registered Office: Osborn Leisure LLP
Chestnut Meadow Park Ninfield Road Bexhill on Sea East Sussex TN39 5JG
Company Number - OC355047
Place of Registration: England