This Booking and Cancellation Policy explains the terms that apply to reservations for our holiday let accommodation. We want your stay to be as straightforward and enjoyable as possible, and these terms are intended to set out clearly what you can expect from us and what we ask from guests in return. By making a booking, the lead guest confirms that they are authorised to accept these terms on behalf of everyone in the booking party. These terms are intended for website publication and should be read alongside any property-specific information provided at the time of booking.

1.     Booking and Eligibility

A booking is confirmed once we have issued written confirmation and received any payment due at that stage. The person making the booking must be at least 18 years old and should ensure that all booking details are accurate and complete. Our accommodation is provided for holiday stays only, and bookings do not create a tenancy or any right to remain beyond the agreed dates.

2.     Prices, Payments and Occupancy

All prices are shown in pounds sterling and, unless stated otherwise, cover the accommodation charge only. A deposit equivalent to 25% of the total cost of your stay will be required at the time of booking, with the balance due 30 days prior to the arrival date. If the booking is made within 30 days of arrival, the full balance will be due. If payment is not received by this date, we may need to cancel the booking and apply the relevant cancellation terms. The number of guests staying at the property must not exceed the maximum occupancy shown in the property details, unless we have agreed otherwise in writing in advance.

3.     Guest Responsibilities

We ask guests to take reasonable care of the property, its contents, and any keys, access devices, or security information provided. Guests should follow any house rules, health and safety guidance, and local regulations shared before or during the stay. Unless we have agreed otherwise, the property must not be used for parties, events, commercial activity, or any unlawful purpose. We also ask that you be considerate of both neighbours and fellow guests by avoiding excessive noise or disturbance. In cases of a serious breach of these terms, we may need to refuse entry or ask guests to leave, and a refund may not be available where this is reasonably justified.

4.     Cancellations and Changes by the Guest

If the lead guest needs to cancel a booking, please let us know in writing as soon as possible; by email is acceptable. Any refund will depend on the cancellation terms that applied at the time of booking, including any non-refundable rates, deposits, or administrative charges that were clearly explained in advance, though the following terms will normally apply:

If you would like to change dates or update party details, we will always try to help where we reasonably can, although changes cannot be guaranteed and may result in revised pricing or additional charges. We strongly recommend taking out suitable travel insurance to cover cancellation, curtailment, or other unexpected events.

5.     Cancellations or Changes by Us

If we ever need to cancel or make a significant change to a booking, we will let the lead guest know as soon as reasonably possible. Where appropriate, we may offer alternative accommodation, alternative dates, or a refund of the amount paid for the affected booking. Our liability for cancellation or change is limited to the amount paid to us for the accommodation, except where liability cannot be excluded under applicable law.

6.     Travel Insurance

We advise you to take out suitable travel insurance, including cancellation cover, as personal circumstances such as illness, injury, transport disruption, or changes in work commitments may not entitle you to a refund beyond the terms of this policy.

7.     Refund Process

For any refund due under this policy, we will always aim to pay these via bank transfer within 7 days of the cancellation being confirmed, or within 7 days of the amounts becoming reasonably calculable where rebooking or loss mitigation is involved.

8.     Check-in, Check-out and Access

Arrival details will be forwarded to you approximately one week ahead of your stay. Check-in and check-out times should be followed unless we have agreed otherwise. Guests should also follow any arrival and departure instructions provided. If access to the property is needed during a stay for inspection, maintenance, repairs, or an emergency, we or our representatives will seek to give reasonable notice where possible and will aim to minimise any inconvenience.

9.     Damage, Loss and Additional Charges

Guests are responsible for any damage, breakage, loss, or extra cleaning required as a result of their actions or those of anyone in their booking party. If anything is damaged, missing, or not working properly, please let us know as soon as reasonably possible during the stay so we can address it where appropriate. We may charge for repair, replacement, additional cleaning, unpaid extras, or other reasonable losses arising from a breach of these terms. Where a security deposit applies, deductions may be made in line with the relevant deposit terms.

10.  Complaints and Issues During your Stay

If anything goes wrong during your stay, please contact us as soon as possible so we have a fair opportunity to investigate and, where appropriate, put things right. Concerns raised only after departure may be harder for us to review fully. Nothing in this policy affects your statutory rights.

11.  Liability

Nothing in this Booking Policy limits or excludes liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot lawfully be excluded or limited. Subject to that, we are not responsible for indirect or consequential loss, or for matters outside our reasonable control. Guests remain responsible for their own personal belongings and vehicles during the stay unless any loss or damage is caused by our negligence.

12.  Governing Law

These terms are governed by the laws of England and Wales, and any dispute arising in connection with them will be subject to the jurisdiction of the courts of England and Wales, unless applicable consumer law provides otherwise.

13.  Exceptional Circumstances

Neither party will be in breach of this policy for delays or failures caused by events outside their reasonable control, including severe weather, natural events, government restrictions, utility failures, or other major disruptions that make the stay impossible or unsafe. In these circumstances, we will always try to reach a fair solution, which may include rebooking, a partial refund, or a full refund depending on the circumstances and any recoverable losses.

14.  Acceptance of this Policy

When you pay a deposit or any part of the booking price, you confirm that you have read and accepted this booking and cancellation policy on behalf of all members of your group.

15.  Our Details

This business is owned and operated by Cliburn Station.

Our principal place of business is at Station House, Station Road, Cliburn, Penrith, Cumbria, CA10 3AE

You can contact us by writing to the business address given above, by email to ticketoffice@cliburnstation.co.uk or by telephone on 07469 246359.