Quay Holiday Lettings Booking Terms and Conditions
These Booking Terms apply to direct bookings made through Quay Holiday Lettings. Please read them before booking. They form part of the contract for your stay together with your Booking Confirmation, the property description and any property-specific House Rules supplied before or at confirmation.
1. Who we are and our role
1.1 “Quay”, “we”, “us” and “our” mean Clare Dowding trading as Quay Holiday Lettings, Collaton Farm, Nr Malborough, Kingsbridge, TQ7 3DJ. You can contact us at clare@quaylets.co.uk or 07580 551336.
1.2 Quay acts as the disclosed booking agent for the owner of the property identified in your Booking Confirmation (the “Owner”). The contract for the provision of the accommodation is between you and the Owner. Quay administers the booking and receives payments as agent for the Owner.
1.3 “You” means the person making the booking, who must be at least 21 years old and who accepts responsibility for every person and permitted animal included in the booking.
2. Definitions
- Arrival Date means the arrival date and time in your Booking Confirmation.
- Balance Due Date means 56 days before the Arrival Date.
- Booking means the confirmed reservation beginning on the Arrival Date and ending on the Departure Date.
- Booking Confirmation means our written confirmation accepting your booking.
- Booking Deposit means 30% of the Booking Price.
- Booking Price means the complete mandatory price displayed to you before booking and confirmed in your Booking Confirmation.
- Departure Date means the departure date and time in your Booking Confirmation.
- Group means all guests and permitted animals included in the Booking.
- House Rules means the property-specific rules supplied or made available to you as part of the Booking.
- Property means the holiday accommodation identified in your Booking Confirmation, including its grounds where applicable.
- Security Deposit means the refundable £150 payment collected against damage, loss, excessive cleaning or another evidenced breach of these Terms.
- Website means https://quaylets.co.uk and Quay's direct-booking pages provided through Hostfully.
3. Making a booking
3.1 You must check the Property, dates, price, number of guests, pet arrangements and other booking details before submitting your booking request.
3.2 A Booking becomes binding only when the required payment has been successfully received and we issue the Booking Confirmation.
3.3 The maximum occupancy and normal arrival and departure times are stated in the property information or Booking Confirmation. You must not arrive early, remain after the agreed departure time or exceed the maximum occupancy without our prior written agreement.
3.4 The Property is provided for holiday accommodation only and these Terms do not create a tenancy or any right to remain after the Departure Date.
3.5 We may accept a booking made by or on behalf of a business, council or other organisation. You must tell us before booking if the stay is for a commercial or business purpose and provide the names and contact information we reasonably request. Any permitted business use will be limited to the use stated in the Booking Confirmation. We may decline an undisclosed or unsuitable commercial booking.
4. Price and payment
4.1 The Booking Price is the complete mandatory price shown before you confirm the Booking. It may reflect the pricing applicable to a direct booking, but no separate card or Stripe surcharge will be added to the confirmed total.
4.2 Payments are processed securely through Stripe within Quay's Hostfully booking system and are taken in pounds sterling.
4.3 If you book more than 56 days before the Arrival Date, you must pay the 30% Booking Deposit when booking. The remaining balance must be paid by the Balance Due Date.
4.4 If you book 56 days or fewer before the Arrival Date, the full Booking Price must be paid when booking.
4.5 You are responsible for paying on time. If a balance remains unpaid after we send a reasonable reminder, we may treat the Booking as cancelled by you and apply clause 7. We will not permit entry until the Booking Price has been paid in full.
4.6 A refundable £150 Security Deposit is required for each Booking. We will tell you how and when it must be paid or authorised. It is separate from the Booking Price and does not increase the price of the accommodation. Subject to clause 5, the balance of the Security Deposit will be returned using the applicable payment method within seven days after checkout.
5. Your stay and responsibilities
5.1 You and your Group must comply with these Terms, the House Rules and all reasonable safety and operating instructions for the Property.
5.2 You must take proper care of the Property and its contents, leave it reasonably clean and tidy, and report damage, loss, defects or disrepair as soon as possible.
5.3 You are responsible for reasonable, evidenced costs arising from damage, loss, excessive cleaning, lost keys or access devices, incorrect rubbish disposal, or other breach caused by you or your Group, except for fair wear and tear. We may deduct a supported claim from the Security Deposit before returning the balance. We will explain the claim and provide supporting information where reasonably available. If the cost exceeds the Security Deposit, you remain responsible for the balance.
5.4 You must not cause nuisance, excessive noise, antisocial behaviour or unreasonable disturbance. We may recover the reasonable, evidenced cost of a necessary call-out or remedial work caused by a breach.
5.5 Only pets agreed in advance or registered assistance animals may attend. You are responsible for damage or additional cleaning caused by an animal in your Group.
5.6 Smoking and vaping are prohibited unless the Property information expressly states otherwise.
5.7 Third-party providers such as caterers, private chefs or entertainers may attend only with our prior written permission.
5.8 Unless the Property has a dedicated electric-vehicle charging point and its use has been agreed, you must not charge a vehicle from a domestic socket at the Property. Any dedicated charger must be used in accordance with the instructions provided.
5.9 Internet access is provided for recreational use where available. We do not guarantee a particular speed, bandwidth or uninterrupted connection.
5.10 You are responsible for checking before booking that the Property is suitable for the needs of your Group.
6. Access and serious breaches
6.1 The Owner, Quay or an authorised contractor may enter the Property on reasonable notice to inspect it or carry out necessary work. In an emergency, access may be required without notice.
6.2 We or the Owner may refuse entry or require your Group to leave if there is a serious or repeated breach of these Terms or the House Rules, unlawful behaviour, serious nuisance, unauthorised occupancy or pets, or conduct likely to cause damage or endanger others.
6.3 If a Booking is ended because of your material breach, no refund will be due except where required by law, and you remain responsible for reasonable losses caused by the breach.
7. Cancellation by you
7.1 We strongly recommend suitable travel and cancellation insurance.
7.2 You may cancel by emailing clare@quaylets.co.uk. Cancellation takes effect when we receive your written notice.
7.3 If we receive notice more than 56 days before the Arrival Date, 30% of the Booking Price is payable and any amount paid above that will be refunded.
7.4 If we receive notice 56 days or fewer before the Arrival Date, 100% of the Booking Price is payable.
7.5 We will make reasonable efforts to re-let the cancelled dates. If they are re-let, we will refund the amount recovered for those dates, capped at the amount you paid, after deducting any reduction needed to secure the replacement booking and reasonable, evidenced administration costs. You and the Owner will not both be charged or paid for the same loss.
7.6 Illness, travel disruption, vehicle breakdown, personal circumstances, jury service, quarantine and failure to arrive are treated as cancellation by you. Leaving early does not create a right to a refund.
8. Cancellation or changes by the Owner or Quay
8.1 If the Property cannot be provided because the Owner cancels or it becomes unavailable, we will tell you as soon as reasonably possible.
8.2 We may offer suitable alternative accommodation, but you do not have to accept it. If no suitable alternative is offered or accepted, all money paid for accommodation not provided will be refunded in full.
8.3 We are not responsible for consequential expenses such as travel or alternative accommodation costs, except where the law requires otherwise.
9. Events outside reasonable control
9.1 Neither you, the Owner nor Quay will be responsible for delay or failure caused by events outside that party's reasonable control. These may include severe weather, flood, fire, utility interruption, epidemic, government restriction, civil emergency or similar events.
9.2 If such an event means the Property cannot be provided, we will contact you promptly and arrange the refund due for accommodation not provided. Nothing in this clause removes rights that cannot lawfully be excluded.
10. Liability
10.1 Nothing in these Terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation.
10.2 If the Owner or Quay fails to comply with obligations owed to you, the responsible party is liable for foreseeable loss or damage caused by that breach or negligence. Loss is foreseeable when it is an obvious consequence or was brought to the responsible party's attention before the Booking was made.
10.3 Unless agreed in the Booking Confirmation, the Property is for domestic and private use. For a permitted commercial booking, neither the Owner nor Quay is liable for loss of profit, loss of business, business interruption or loss of business opportunity.
10.4 Belongings, pets and vehicles are brought to the Property at your own risk, but this does not exclude liability arising from negligence or another liability that cannot lawfully be excluded.
11. Complaints
11.1 Tell us about a problem as soon as possible during the stay so that the Owner or Quay has a reasonable opportunity to investigate and put it right.
11.2 Send any unresolved complaint to clare@quaylets.co.uk with relevant details and evidence. Complaints raised only after departure may be harder to investigate, but this does not affect your statutory rights.
11.3 As disclosed agent, Quay may liaise between you and the Owner when a complaint concerns the accommodation.
12. Personal information
12.1 We use personal information to administer the Booking, take payment, communicate with you and meet legal obligations. Information may be shared with the Owner, Hostfully, Stripe and service providers involved in the stay where necessary.
12.2 Further information is in our Privacy Policy at https://quaylets.co.uk/privacy-policy/ and Cookie Policy at https://quaylets.co.uk/cookie-policy-uk/.
13. Changes to a booking
13.1 Contact us if you wish to change dates, guests or another part of the Booking. Changes are not guaranteed and may involve a price difference that will be explained before you agree to the change.
13.2 The Terms applying to your Booking are the version accepted when the Booking is confirmed. We may update the Terms for future bookings, but will not retrospectively replace your agreed Terms without a lawful basis and appropriate notice.
14. General
14.1 No person other than you, the Owner and Quay has a right to enforce these Terms, except where the law provides otherwise.
14.2 If any provision is found unlawful or unenforceable, the remaining provisions continue in effect.
14.3 A delay in enforcing a right does not waive that right.
14.4 These Terms are governed by the law of England and Wales. You may bring proceedings in the courts applicable to your UK residence where consumer law permits.
Effective date: 10 August 2026
Version: 1.0