Menu
The terms and conditions apply to all members of the party on whose behalf the booking is made. Payment of the deposit signifies acceptance of Lady’s Mile and Oakcliff Holiday Parks terms and conditions
Please read these Terms and Conditions carefully because together with your Confirmation of Booking and the information on our website and in our brochure, they make up your agreement with us. We aim to provide Terms and Conditions which are easily understandable. If there is any term that you do not understand, then please discuss it with us before making a Booking. If you require these Terms and Conditions or your Booking Confirmation in another format, please ask and we are happy to provide them.
1.1 When the following words are used in these Terms and Conditions, this is what they will mean:
1.2 When we use the words “writing” or “written” in these Terms and Conditions, this will include email unless we say otherwise.
2.1 The law and how we have to operate the Park may change from time to time. If this happens then we may need to update our Terms and Conditions. You will be able to find the latest version on our website or at our park reception.
2.2 If we make any significant changes to our Terms and Conditions after you have requested a Booking which has a materially adverse effect on your Booking, we will give you the option to cancel with a full refund.
3.1 When you submit a Booking to us this does not mean that we have accepted it. We may or may not do so. If we are unable to supply you with the Accommodation, we will inform you of this and we will not accept the Booking and refund payments you have already made.
3.2 These Terms and Conditions will become binding on you and us when we send you a Booking Confirmation, at which point a contract will come into existence between you and us. Please check your Booking Confirmation carefully as soon as you receive it and inform us of any discrepancies. If any are our fault, we will do our best to remedy the situation.
3.3 If we are unable to accept your Booking, we will inform you of this and will not charge you. This might be because Accommodation or essential facilities are unavailable, or we have identified an error in the price or description of the holiday.
3.4 These Terms and Conditions apply whether you make a Booking via our website, by email, post, telephone or in person.
4.1 The price of the Accommodation will be set out at the time we confirm your Booking. Our prices may change at any time, but price changes will not affect Bookings already confirmed with you.
4.2 When you book your holiday you will need to pay a deposit. You can see how this is calculated in the table below. The balance of your payment must be paid 28 days before the start of your holiday. Details of the balance payable and the date by which it needs to be paid will be in the Booking Confirmation that we will send you once we have accepted your booking. If the balance is not paid by this date, then we are entitled to cancel the holiday and retain the deposit. If you book your holiday less than 4 weeks before the start date you must pay the full amount of the holiday at the time of booking.
4.3 The amount of your deposit will depend on how soon your holiday is due to commence and whether you have booked a touring holiday, static caravan or lodge:
4.4 When you book a static caravan or lodge the price is not charged on a per person basis. The price you pay covers the total number of persons accommodated according to the type of accommodation you book and includes VAT at the prevailing rate. Touring accommodation is priced based on 2 persons occupying the pitch. Additional persons may incur a further charge which we will let you know when you book with us.
4.5 These prices include VAT. If the rate of VAT changes between the date you submit your Booking and the date we send you a Booking Confirmation, we will adjust the rate of VAT that you pay unless you have already paid in full before the change in the rate of VAT takes effect.
4.6 If payment isn’t made as required, we’ll regrettably have to cancel your booking, and any funds already paid, including the deposit, will be retained.
4.7 Once your Booking is confirmed you are responsible for payment of the full amount.
4.8 We cannot accept cash payments for our bookings. Please ensure that you can pay via debit or credit card. We cannot accept cash for touring or camping bookings.
4.9 It is always possible that, despite our best efforts, our holidays may be incorrectly priced. We will normally check prices before accepting your Booking so that, where the correct price at your Booking date is less than our stated price at your Booking date, we will charge the lower amount. If the correct price at your Booking date is higher than the price stated, we may contact you for your instructions before we accept your Booking. If we accept your Booking where a pricing error is obvious and unmistakeable and could reasonably have been recognised by you as a mispricing, we may end the contract and refund you any sums you have paid.
5.1 You may cancel your Booking at any time but that does not mean you will always receive a full refund from us. If you need to cancel your Booking, please contact us as soon as possible via telephone.
5.2 If you decide to cancel your Booking 72 hours or more prior to the date your holiday is due to commence you will receive a full refund except for events outside our control (see 1.1). If you decide to cancel your Booking 72 hours or less prior to the date your holiday is due to commence or vacate the Accommodation before your date of departure, for any reason other than as a result of us breaching our obligations under these Terms and Conditions or our negligence, we are not liable to offer you a full refund.
5.3 Once we have confirmed your Booking, you may cancel it at any time and receive a full refund of all the payments you have made to us by giving us notice if any of the following occur:
7.1 You may make a change to your Booking by contacting us prior to the start of your stay subject to availability. If you wish to change your Booking the following will apply:
8.1 We may have to cancel the Booking due to the unavailability of key personnel or key facilities without which we cannot provide the Accommodation. If this happens:
8.2 We may cancel the contract for Accommodation at any time with immediate effect if:
8.3 If you do not arrive, or you have not notified us of a later arrival, before noon on the day following the date on which your Booking commences, we will cancel the Booking and you will not be entitled to a refund.
9.1 We will supply the Accommodation to you from the date set out in the Booking Confirmation, for the named individuals stated on the Booking Confirmation with the additional services set out in the Booking Confirmation.
9.2 We reserve the right to change your allocated Accommodation before the arrival date and to alter prices as a result of any changes that the Government may require us to make by statute. You will be given reasonable notice in the event of any such changes.
9.3 We will make every effort to provide the Accommodation. However, we may be unable to do so due to an Event Outside Our Control.
9.4 In the event of an Event Outside Our Control or in the event of a serious breakdown of services, other emergencies or withdrawal from service of your Accommodation, we reserve the right to offer you the opportunity to change the date booked, upgrade the Accommodation, or cancel the booking and receive a full refund.
9.5 We may have to make minor changes to our facilities, and some may be unavailable due to maintenance at any time so please enquire about their availability before you book with us.
9.6 We will endeavour to supply specific Accommodation on request, but this cannot be guaranteed and we may supply different Accommodation of an equivalent or higher standard.
9.7 We may need certain information from you in order to provide the Accommodation, including but not limited to the following:
9.8 If you do not, after being asked by us, provide us with this information, or if you provide us with incomplete or incorrect information, we may make an additional charge of a reasonable sum to cover changes to Accommodation, any extra items or services supplied or alternatively we may cancel the Booking. If you do not pay any additional charge, we require as a result of your request to make changes to the Booking, we may cancel the Booking.
9.10 Unless specified at the time of booking, the location of accommodation on the park is chosen on the next available unit. Whilst we will always strive to provide selected accommodation plots, we cannot guarantee this. Requests to move to alternative accommodation may result in additional charges.
9.11 We provide non-pet friendly on our parks. Whilst we always provide a high level of housekeeping, we cannot guarantee that a pet has not stayed in these accommodations and service animals would always be welcomed. Those suffering with severe allergy’s should make the park aware before arrival to discuss in detail. The business will not be held responsible for any allergy reaction in these instances to animals or cleaning materials. We reserve the right to cancel your booking, if you are not agreeable where we cannot offer a guarantee that a pet has never been present, where a full refund would be processed . We reserve the right to use our non-pet friendly accommodations as overflow should there be no pet friendly accommodation available.
9.12 Where a party is made up of 4 or less people and has children below the age of 18, we require at least one adult to be over the age of 21 and to be present during the stay. If the party is larger, we require at least two adults over the age of 21 and to be present during their stay.
10.1 Please look after the Accommodation and the Park facilities so that they may be enjoyed by all. Please report any accidental damage to reception immediately, so that we can arrange a repair or replacement.
10.2 We inspect the Accommodation between your departure and the arrival of the next guest. You may be charged for loss or damage caused by you.
10.3 You may be asked to pay a refundable security deposit. This will be payable on arrival and refunded by the same method of payment. Group booking deposits will be retained at the time of booking.
10.4 An amount of the security deposit will be retained to cover the cost to us of damage caused by you or your party to the Accommodation or the Park or to cover costs we incur as a consequence of anti-social behaviour by you or your party. If you or your party cause us loss or damage costing more than the refundable security deposit, we will require you to pay an additional amount.
11.1 Members of the same family and/or friends who book multiple accommodations at the same park over the same date periods and are:
will be considered as a group for the purposes of these terms, irrespective of whether separate bookings have been made.
Because of the family nature of our holiday parks, there are additional restrictions on group bookings at certain times including over the festive period and peak season so please call our sales centre to ask about these. Due to the popularity of the festive period and peak season, we may restrict bookings to past customers.
11.2 Group bookings (whether made by 1 person or several people) for 2 or more accommodations (holiday homes, touring and camping pitches) or more than 15 people (including children and babies) must be made through a manager at our sales centre (01626 863411). Contact details can be found on the ‘Contact Us’ section of our website. If this is not done, we will cancel any bookings which are part of a group booking and the cancellation terms in clause 8.2 shall apply.
11.3 Any groups of more than two bookings need to be authorised by a manager in writing or as a note added to the booking.
11.4 When you submit a Booking you must give us the names and ages of everyone in your party. Only those people listed on your Booking Confirmation can occupy your Accommodation and we can require anyone not listed to leave the park in these circumstances, no refund or compensation will be given.
11.5 The lead booker for a group is responsible for the conduct of the other members of the group and for ensuring they comply with these terms and conditions. We may require the lead booker to provide a deposit as security in the event of any damage or anti-social behaviour caused by any member of the group. If your behaviour is disruptive to other guests or unacceptable, you will be asked to leave the park and, in this event, no refund will be given.
11.6 The number of people staying in the Accommodation must not exceed the maximum number it is intended for as shown when you request a Booking and must only be those named on the Booking confirmation.
11.7 If you breach this clause, we may cancel the Booking without a refund and require you to leave the Park.
11.8 Photographic ID may be required for all adults forming the Group Booking at the time of check-in
11.9 Where half or more of the party is aged between 17 and 25, you must tell us when you book. We have the right to refuse your booking or cancel after bookings have been checked and/or we reserve the right to refuse entry or not to hand over accommodation to any person or groups of persons at our discretion.
12.1 Your Accommodation will be available from 4 pm (11 am if a touring pitch) on your arrival day. If you think you may arrive after 10 pm (8 pm if a touring pitch) on your arrival day, please let us know. If you don’t tell us and your holiday home or pitch is not occupied by noon on the day after your arrival day, we will treat your booking as cancelled and re-let the holiday home or pitch.
12.2 You should leave your holiday home by 10 am (11 am for touring customers) on your departure date. Failure to leave on time may result in a late payment fee.
12.3 We may ask for photographic identification on arrival. The address on the booking must match the address on the identification given. Where these do not match we may have to cancel your holiday where a refund will be given.
12.4 All adults booked must appear on the electoral roll at the address given when booking or provide other evidence of their permanent address such as a utility bill if requested. You agree that if you fail to provide that evidence to us if requested before your holiday starts or immediately if your holiday has already started, we will cancel your booking. If we do cancel your booking under this clause you will be subject to the cancellation terms set out in clause 8.
12.5 Photographic ID may be requested at check-in for the lead booker. Please make sure you have this available otherwise we reserve the right to cancel the booking. In this instance, a full refund would be given.
12.6 We reserve the right to ask for photographic ID for any/all adults in the party prior to or on arrival to prove that the residential status matches the booking details.
12.7 We do not allow bookings with addresses of commercial or non-residential status. We reserve the right to refund these booking in full and cancel the reservation.
13.1 In the unlikely event that there is any problem with the Accommodation or the Park:
13.2 If any problem with the Accommodation or the Park which is our fault means we are obliged to cancel your Booking, we will refund payments made for Accommodation not yet provided to you.
13.3 As a consumer, you have legal rights in relation to this agreement. Advice about those rights is available from the Citizens’ Advice Bureau or Trading Standards. Nothing in these Terms and Conditions will affect these legal rights.
13.4 Compensation will not be given where reasonable opportunities have not been presented or recorded with the parks during your stay.
If you made the Booking via our website and we have been unable to resolve your complaint you may consult the BH&HPA CEDR resolution team: https://www.cedr.com/consumer/holidays/bhhpa/
14.1 If we fail to comply with these Terms and Conditions or are negligent, we are responsible for loss or damage you suffer as a foreseeable result of our breach or our negligence, but we are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into this contract.
14.2 Unless we agree otherwise in writing, we only supply the Accommodation for private use. You agree not to use the Accommodation for any commercial purpose, and we have no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.
14.3 We do not exclude or limit in any way our liability for:
15.1 We will not be liable for compensation, or responsible for any failure to perform any of our obligations under these Terms and Conditions caused by an Event Outside Our Control.
15.2 If an Event Outside Our Control affects the performance of our obligations under these Terms we will contact you as soon as reasonably possible to notify you:
16.1 By making a Booking with us you have entered an agreement in which you undertake on behalf of yourself and the members of your Booking (including children), to adopt the following standards of behaviour:
16.2 You must not:
16.3 You should respect the privacy of other users of the park and keep noise to a minimum between the hours of 11:00 pm and 8:00 am.
16.4 We are entitled to eject anyone from the park who acts in a manner likely to cause significant upset or significantly annoy other users of the park or our staff or who is guilty of a criminal offence.
16.5 VISOR: We do not accept bookings from or allow anyone to stay on any of our holiday parks who is listed on the Violent and Sex Offenders Register (or any register which supersedes this). By making a booking, you are confirming that no one in your party is on this Register.
17.1 You must tell us before you visit the park if you plan to bring any pet or animal and answer any reasonable questions about them and their suitability for our park environment. If we are not satisfied that the pet or animal is suitable for our park environment, we may tell you that you cannot bring them. This is because we cannot allow the safety of others to be put at risk.
17.2 You may only bring a maximum of two pets.
17.3 Any pet or animal you bring must be supervised by and under the control of you, or of a responsible adult in your party, at all times. This means you may not leave any dog unsupervised in the cabin or lodge or anywhere on the park at any time, apart from cats and small pets which live in a cage, aquarium or similar. Nor may you leave any pet or animal under the supervision of any person aged under 18. These rules apply even if the pet or animal knows the park well and you believe them to be well-behaved.
17.4 Dogs must be kept on a lead, under control at all times and not left in cabins/lodges/caravans or tents unattended.
17.5 Pets are not allowed on the furnishings within the accommodation. You must pick up your dog’s waste and dispose of the waste in the general waste bins.
17.6 If you do not supervise and control any pet or animal, we are likely to ask you to remove it from the park straight away and we may cancel your Booking without a refund. This is because we cannot allow the safety of others to be put at risk.
17.7 If you see another pet or animal anywhere on the park which does not appear to be supervised by and under the control of a responsible adult, or whose behaviour gives cause for concern please tell us straight away.
17.8 Pets are not allowed in or around our swimming pool areas or areas which are in use for entertainment purposes.
17.9 Any pets mentioned within these terms and conditions, or anywhere else on our website or documentation refer to household pets.
17.10 We are unable to accept any dogs listed under the dangerous dogs act, or are on this list: https://www.gov.uk/control-dog-public/banned-dogs
All of our accommodation is non-smoking. If you smoke in our accommodation, you will be required to pay an additional fee of £120 for the deep cleaning of the accommodation.
Cots and highchairs may be hired at an additional charge, subject to availability. You need to request these when you book. Cots can normally only be accommodated in the living area of caravan holiday homes. You will need to bring your own cot linen.
We provide all bed linen in our caravans, mini lodges, glamping units and lodges, and towels in our mini lodges, lodges, glamping units and cottage accommodation. Cot linen is not supplied or available. Unless specified we do not normally provide tea towels or other bathroom and kitchen requisites.
21.1 Admission of Children Under 8 Years Old into the Swimming Pool
21.2 Non-Swimmers and individuals who require swim aids must be accompanied by an adult (over 16) at all times, and are not permitted to use the water slide.
21.3 A height limit of 1.1m is in place for flume use.
21.4 We may request an individual perform a swim test of the width of the pool to confirm their swimming ability.
These policies are in place to ensure the safety and enjoyment of all guests.
21.5 At busy times access to our facilities may be restricted. During peak times this may include a booking system to access, you will be informed of this at the time of check-in.
21.6 We reserve the right to close or withdraw certain facilities or change the entertainment programme (e.g. for health and safety reasons, illness, maintenance, adverse weather conditions, seasonality, Weddings, events or events outside our control (see 1.1)) without prior notice and we are not liable to you if we have to do so.
21.7 Wi-Fi is available on the park for an extra charge and is provided by a third party. Its provision is subject to availability and network conditions. It may not be available 24 hours a day and is provided for leisure and not for business. Bookings are not accepted if they are wholly reliant on the uninterrupted provision of Wi-Fi. Customers experiencing service interruptions or problems with connection need to contact the third party directly. We will not be held liable for issues with this service.
To improve the security of the park a wristband system has been introduced. Visitors to the park are expected to wear wristbands throughout their stay and we would appreciate your co-operation in this matter. If visitors can not show the wristband upon entry to any facility, then entry will be refused. Replacement wristbands can be obtained from reception providing you have the old wristband. Lost wristbands will incur a £5 replacement charge.
23.1 We provide specific facilities to charge electric vehicles and can advise of local charging points if these are unavailable. You must not use the accommodation’s electrical supply. If you are caught doing so you will be charged £100. For repeated offences an additional £100 will be charged and you will be asked to leave the park and, in this event, no refund will be given.
23.2 You should comply with 5 mph speed limits and parking and other traffic regulations on the park. Vehicles are brought into the holiday park at your risk, and we are not responsible for loss or damage to these except where it is caused by our negligence or default or that of anyone, we are responsible for.
23.4 Quad bikes, hoverboards or similar vehicles and commercial vehicles aren’t allowed on the park. Non-motorized vehicles such as scooters, skateboards, etc. are not allowed in and around the public areas.
24.5 Sign written or commercial vehicles (open back or transit vans or vehicles used for business), commercial equipment or machinery (including ladders) are not permitted onto the park or in our car park. We reserve the right to cancel any booking where the vehicle fits these criteria. We may not refund in this instance when the vehicle has been brought to the site.
23.6 Vehicles included in your booking are outlined below, additional vehicles are chargeable at £5 per night, you may be asked to leave additional vehicles in our car parks where charges still apply:
Visitors must report and pay at reception before entering the site. A charge of £5 per day for each car will apply or a day membership fee if your guests are using any of our facilities, whichever is the greater.
25.1 Pitches are approximately 10m by 11m. All your belongings, including any extra cars or tents, must fit on that pitch. The maximum occupancy of the pitch is 8 people including infants.
25.2 Electric hook-up is paid for via a pre-paid card system at certain times of the year. These will be available in 10, 50 and 100-kilowatt increments. There will be no refunds for part-credit on these cards.
25.3 We cannot accept same-day bookings. Please ensure that you book in advance.
25.4 We can only accept card payments for these pitches. We are unable to accept cash payments.
25.5 Only one accommodation per pitch is permitted, with all guests required to stay in the same accommodation. Multiple accommodations on a single pitch are strictly prohibited under our fire regulations.
26.1 If your accommodation comes with a hot tub, this will be cleaned and pre-heated prior to your arrival. Please note that whilst we strive to have your hot tub ready for use on day 1 of your stay we cannot guarantee use on the first night of your stay. If you have booked within 24 hours of your arrival date or change accommodation upon arrival, this will be ready the next day.
26.2 The hot tub will be checked twice a day to ensure our guest’s safety regarding water quality. The hot tub does need to be used by the guest in accordance with the guidance provided at check-in and displayed on the signs around the hot tub. Should the hot tub not be used in accordance with this guidance, we will empty the hot tub and refill free of charge on the first occurrence. If the hot tub requires to be emptied and refilled again then we withhold the right to charge £40. The hot tub will be refilled the same day if the £40 has been paid by 16.00hrs. Please note it may take time to reach the desired temperature.
27.3 Hot tubs may be drained from 8 am on the day of departure to allow us time to prepare them for the next guest.
We sometimes have TV and other companies filming or taking photographs on the park. We will do all we can to ensure you are not disturbed by this. Please make sure you and your family are aware of any cameras. We can’t accept any responsibility or offer any financial award if you do appear in films or photographs.
28.1 By interacting with Lady’s Mile or Oakcliff Holiday parks through our social media channels we reserve the right to use your comments and photographs in future campaigns.
28.2 Non-factual information posted on our social channels will be removed.
28.3 Abusive or offensive language used by any guest will be removed and the account banned from further interactions.
29.1 Tickets refer to entry to an event held and hosted by Lady’s Mile Holiday Park
29.2 Tickets may come in the form of wristbands collected on arrival to the site
29.3 Loss of wristbands will be charged at the full price of admission
29.4 We can’t offer any exchanges or refunds if your event is going ahead on the date originally planned, even if specific acts or bands change or are unable to perform. In these cases, the event will still proceed as scheduled.
29.5 Please note: before buying tickets it’s really important to double check all the event details and make sure you’re 100% happy before going ahead
29.6 If your event has been cancelled or isn’t going ahead on the date originally planned, you’ll will be issued a full refund or credit to use against a future event sale in this instance we will contact you directly
29.7 Purchases made will have a 24 hr cooling off period where customers may receive a refund in full
29.8 Where an event has been announced after a holiday booking has been made, we will endeavour to make you aware as quickly as possible. We may in these instances need to cancel, amend or offer an alternative park.
29.9 If we are able to resell your tickets 6 weeks before an event, a refund may be available at our discretion.
29.10 The number of tickets purchased for the event must match the number of guests on the booking. Entry will only be permitted for those with valid tickets, and no additional visitors without tickets will be allowed on site.
29.11 Please note that only guests staying at Lady’s Mile Holiday Park are eligible to attend ‘Live at the Mile’ events. Guests staying at Oakcliff Holiday Park are not permitted to attend these events.
30.1 By using any contact or submission forms on our website, you consent to be contacted regarding that form.
30.2 All pictures are for illustrative purposes only. Styles and layouts of accommodations may vary.
31.1 Jason Jeffery, Paul Jeffery, Joan Jeffery and Alf Jeffery (a partnership) trading as Lady’s Mile Holiday Park, Lady’s Mile Holiday Park, Exeter Road, Dawlish, EX7 0LX or Jason Jeffery and Paul Jeffery (a partnership) trading as Oakcliff Holiday Park, Oakcliff Holiday Park, Warren Road, Dawlish EX7 0NB.
31.2 If you have any questions or complaints, please contact us. You can contact us by telephoning 01626 863411 or by emailing us at info@ladysmile.co.uk
We will only use your personal information as set out in our Privacy Policy. You can find our Privacy Policy on our website at https://ladysmile.co.uk/privacy-policy
33.1 We may transfer our rights and obligations under these Terms and Conditions to another organisation and we will always notify you in writing if this happens, but this will not affect your rights or our obligations under these Terms and Conditions.
33.2 You may only transfer your rights or your obligations under these Terms and Conditions to another person if we agree in writing beforehand.
33.3 This contract is between you and us. No other person has the right to enforce any of its Terms.
33.4 Each of the paragraphs of these Terms and Conditions operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in effect.
33.5 If we fail to insist that you perform any of your obligations under these Terms and Conditions, or if we do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a breach of these Terms and Conditions by you, we will only do so in writing, and that will not mean that we will automatically waive any later breach by you.
