Lady Heyes Holiday Park

Touring & Camping Terms and Conditions

By making a booking and staying at Lady Heyes Holiday Park, guests agree to comply with these Terms and Conditions, together with the Welcome Brochure and any reasonable safety or operational instructions provided during their stay.

Nothing within these Terms and Conditions affects your statutory rights as a consumer.

1. General

1.1 Guests & Bookings

All guests staying on a Touring or Camping booking must be included on the booking and comply with the occupancy and pitch requirements applicable to the unit booked.

1.2 Appropriate Unit Types

Touring Caravans, Motorhomes, Campervans, Trailer Tents, Camping Tents, Roof Tents and Car Tents must be booked onto the appropriate pitch type.

1.3 Commercial Vehicles

Vans, trucks, commercial vehicles and converted commercial vehicles are not accepted within the Touring or Camping areas without prior permission from Lady Heyes.

Vehicles displaying advertising or business signage are also not permitted unless agreed in advance.

Where permitted for unloading purposes, these vehicles may be required to move to the Main Car Park afterwards.

Vehicle registration details may be requested at the time of booking or before arrival.

1.4 Site Rules

Guests must comply with:

These Terms and Conditions
The Welcome Brochure
Safety signage
Site restrictions
Any reasonable operational or safety instructions issued by Lady Heyes staff

1.5 Temporary Rules & Restrictions

Lady Heyes may introduce reasonable temporary restrictions or rules where necessary for:

Health and Safety
security
Severe weather
Fire risk
Maintenance
Protection of the park or infrastructure
Another legitimate operational reason

1.6 Refusal of Entry or Termination of Stay

Lady Heyes reserves the right to refuse entry or terminate a stay where there are reasonable grounds to do so, including:

Non-payment
Fraudulent, misleading or materially incorrect booking information
Serious or repeated breaches of these Terms and Conditions
Threatening, abusive, discriminatory or violent behaviour
Illegal activity
Deliberate or serious damage
Behaviour creating a risk to staff, guests, contractors, property or the safe operation of the park
Circumstances where allowing the booking to continue would place Lady Heyes in breach of a legal or regulatory obligation

Where a stay is terminated because of serious misconduct or a serious breach by the guest, no refund or credit will normally be due for the unused portion of the stay, subject to applicable consumer law.

2. Check-in, Reception & Departure

2.1 Check-in

Touring & Camping Pitches: From 12:00pm (midday)
Hot Tub Touring Pitches: From 2:00pm

Guests must not arrive early and access their pitch before the applicable check-in time unless this has been expressly agreed by Lady Heyes.

2.2 Reception Opening Hours

Reception is open until 8:00pm.

On Fridays from Easter until the end of October, Reception is open until 9:00pm.

Reception: 01928 788 557

Once Reception closes, the park operates on an out-of-hours basis.

2.3 Arriving After Reception Has Closed

If you expect to arrive after Reception has closed, you must contact us on the day of arrival on:

01928 788 557

This allows arrival arrangements to be made with Security.

After-hours arrival / Security: 07841 204 963

Guests arriving after Reception closes must have made prior arrival arrangements.

Latest Check-in

Check-in is not permitted after 10:30pm due to the park’s quiet hours.

Guests who fail to arrive before 10:30pm may not be able to access the Touring or Camping area until the following morning.

2.4 Check-out

All Touring, Camping and Hot Tub Touring Pitches must be vacated by:

11:00am

Late check-out may be available subject to availability and an additional charge.

Late check-out must be agreed in advance with Reception.

Guests remaining beyond their agreed departure time without authorisation may be charged a reasonable late-departure fee.

2.5 Early Departures

Guests departing before Reception opens should:

Drive through the exit barrier
Place their barrier/access card in the Night Safe located on the front right-hand wall of Reception; and
Text 07841 204 963 with their name, pitch number and confirmation that they have departed.

3. Identification & Booking Requirements

3.1 Age Requirement

The lead guest must be aged 18 or over.

3.2 Identification

Valid photographic identification, such as a passport or driving licence, may be requested.

The lead guest’s identification must match the booking details.

3.3 Third-party Bookings

Where a booking is made on behalf of another guest, this must be declared.

The name of the person occupying the pitch must be provided and the occupant must satisfy the applicable age and identification requirements.

3.4 Under-18s

Under-18s are not permitted to stay without a parent, legal guardian or other responsible adult where expressly agreed by Lady Heyes.

4. Site Access, Barrier Cards & Communal Facilities

4.1 Barrier Access

Access to the Touring and Camping area is controlled by barriers.

One barrier/access card is provided per pitch and a cash deposit is required.

The deposit will be returned when the card is returned in good condition at the end of the stay.

Lost or damaged cards may result in:

The deposit being retained
Any additional reasonable replacement cost being charged where applicable

4.2 Responsibility for Barrier Cards

The lead guest is responsible for the safekeeping and appropriate use of the barrier/access card.

Tailgating through the entrance or exit barriers is strictly prohibited.

Lady Heyes may disable an access card where reasonably necessary for:

Security
Loss or suspected misuse
Serious site-rule breaches
Protection of guests, staff or the park

4.3 Toilets & Showers

Communal toilet and shower facilities must be treated respectfully and left in a reasonable condition after use.

Access doors must be closed securely.

Children must be appropriately supervised by a parent, guardian or responsible adult when using these facilities.

4.4 Elsan, Grey Water & Laundry Facilities

Elsan disposal, grey-water facilities and the Laundry Room are self-service facilities.

Guests must dispose of waste correctly.

Black/toilet waste must never be disposed of into grey-water points.

Incorrect disposal, blockages or damage caused through misuse may result in the responsible guest being charged the reasonable cost of:

cleaning;
repair;
specialist attendance; or
other remedial work required.

5. Booking & Pitch Allocation

5.1 Advance Bookings

Bookings must normally be made at least 14 days before arrival.

Lady Heyes does not accept:

Walk-in bookings
Same-day reservations

5.2 Length of Stay

Standard stays must not exceed two consecutive weeks, after which a minimum 48-hour gap is required before returning unless an alternative arrangement has been expressly agreed.

5.3 Pitch Allocation

Pitches are allocated as part of the booking.

Specific pitch requests may be considered but cannot be guaranteed.

Lady Heyes may change a pitch allocation where reasonably necessary for:

Operational reasons
Maintenance
Health and Safety
Pitch conditions
Site management

5.4 Group Bookings

Large group bookings must be arranged directly with the Booking Team.

A maximum of:

4 tents
4 caravans

may normally be included within a booking unless another arrangement has been expressly agreed.

Group gatherings must comply with quiet hours and all other site rules.

5.5 Rallies

Rally bookings may be accepted during off-peak periods by prior arrangement with Lady Heyes.

5.6 Correct Pitch Type

Touring Caravans, Motorhomes, Campervans, Trailer Tents, Car Tents and Roof Tents must be booked onto an appropriate Touring Pitch.

Camping tents must be booked onto the appropriate Camping pitch type.

Guests must not change pitch or move their unit to another pitch without prior agreement from Lady Heyes.

6. Payments

6.1 One-night Stays

One-night stays must be paid in full at the time of booking.

Part-payments are not accepted for one-night bookings.

6.2 Two Nights or More

For stays of two nights or more, a deposit equivalent to one night’s stay is required at the time of booking unless the booking system provides another payment option.

The remaining balance must be paid at least two weeks before arrival.

6.3 Outstanding Balances

A payment link is normally sent approximately three weeks before arrival.

Guests remain responsible for ensuring their balance is paid by the due date.

Payment reminders may be sent but are not guaranteed.

Failure to pay the balance by the required date may result in:

cancellation of the booking; and
release of the pitch.

6.4 Payment Assistance

To request a replacement payment link or make a payment, contact Reception on:

01928 788 557

7. Cancellations, Credits & Amendments

7.1 Cancellations

Cancellations must be made by the lead booker by telephone on:

01928 788 557

unless Lady Heyes agrees another method.

Cancellations are not ordinarily accepted through:

Social media
Webchat
An unauthorised third party

Bookings made through third-party booking platforms must normally be cancelled through that provider.

7.2 Cancellation Policy

More than 14 days before arrival: Full refund.
7–14 days before arrival: Credit for future use or rebooking.
Less than 7 days before arrival: No refund will normally be provided due to the limited opportunity to resell the pitch.

Where a credit is issued between 7 and 14 days before arrival, the replacement stay must normally be at least two weeks after the original arrival date.

7.3 Cancellation Within 7 Days

One free name change may be permitted.

Where Lady Heyes is able to resell some or all of the cancelled booking, the amount retained may be reviewed to take account of any financial loss avoided through resale.

Any refund or credit may take account of reasonable administration costs and any genuine remaining financial loss.

7.4 Credit Terms

Credits:

are valid for 12 months from the cancellation date;
may be used for a stay taking place after the 12-month period provided the replacement booking is made before the credit expires;
cannot normally be used until at least 14 days after cancellation;
are non-refundable; and
are non-transferable unless otherwise agreed or required by law.

7.5 Date Changes

One date change may be made without an administration charge, subject to availability and any difference in price.

Additional date changes may incur a £30 administration fee.

7.6 Early Departure

Where a guest voluntarily leaves before the scheduled end of their stay, no refund or credit will normally be provided for unused nights.

This does not affect any rights the guest may have where an early departure results from a material breach by Lady Heyes.

7.7 Weather

Normal adverse weather does not entitle guests to a refund or credit.

Where Lady Heyes is required to close the park or is unable to provide the booked pitch due to severe weather or another event beyond its reasonable control, Section 31 will apply.

8. Quiet Hours, Visitors & Behaviour

8.1 Quiet Hours

Quiet hours are:

10:30pm–7:00am

During these hours guests must keep noise to a minimum.

Shouting, loud gatherings, amplified music or other disruptive noise is not permitted.

8.2 Outdoor Activity

BBQs, outdoor gatherings and music must end by:

10:30pm

8.3 Visitors

Family and friends visiting during a guest’s stay must:

Sign in and out at Reception
Be met by the lead guest
Comply with all site rules
Leave the park by 8:00pm

The lead guest is responsible for the behaviour of their visitors.

8.4 Behaviour

Guests must respect:

Neighbouring guests
Staff
Security
Contractors
Visitors
Other park users

Drunk, disorderly, threatening or unsafe behaviour will not be tolerated.

Serious incidents may result in removal from the park.

Police or other authorities may be contacted where appropriate.

8.5 Sound Systems

Large or amplified sound systems are not permitted.

9. Zero Tolerance — Harassment & Abuse

Lady Heyes operates a zero-tolerance policy towards:

Sexual harassment
Threatening behaviour
Verbal abuse
Discriminatory abuse
Physical abuse

This applies to conduct directed towards:

Lady Heyes staff
Security
Contractors
Guests
Visitors
People working within independently operated businesses located on the park

Serious incidents may result in immediate removal from the park.

Police, emergency services or other appropriate authorities may be contacted where necessary.

10. Children & Supervision

Parents, guardians and responsible adults are responsible for the supervision and behaviour of children in their care at all times while on Lady Heyes Holiday Park.

Children must not be allowed to roam the park unsupervised.

Particular care must be taken around:

Roads and moving vehicles
Touring and Camping pitches;
Fire pits and BBQs
Hot Tubs
Toilet and shower facilities
Service points
Electrical hook-ups
Barriers
Recreational facilities
Solar and restricted infrastructure
Any other area presenting a potential safety risk.

10.1 Attraction Village & Café

Children must be accompanied by and remain under the direct supervision of a parent, guardian or responsible adult when visiting the Attraction Village and Café.

The businesses and services operating within the Attraction Village and Café are independently owned and operated.

Individual businesses may have their own:

Rules
Opening hours
Age restrictions
Admission requirements
Terms of use

Guests must comply with any requirements set by those businesses.

Their location within Lady Heyes Holiday Park does not transfer responsibility for supervising children away from their parent, guardian or responsible adult.

11. Vehicles, Parking & Pitch Orientation

11.1 Vehicles

Only one vehicle per pitch is permitted unless otherwise agreed.

Additional vehicles must be parked in the Main Car Park or another area directed by Lady Heyes staff.

Vehicles must not:

Obstruct roads
Obstruct emergency access
Block service areas
Park on another guest’s pitch; or
Park in unauthorised areas.

11.2 Grass

Vehicles and Touring units must not be driven or parked on grass unless specifically instructed by Lady Heyes staff.

Parking or driving on grass in breach of this rule may result in a:

£25 charge

Where additional damage is caused, the guest may also be charged the reasonable cost of repairing that damage.

11.3 Caravan Orientation

All caravans must be reversed onto their allocated pitch.

The caravan must remain positioned on the designated hard-standing and within the allocated pitch.

11.4 Motorhomes & Campervans — Without an Awning

Motorhomes and campervans without an awning may either:

drive forward onto their allocated pitch; or
reverse onto their allocated pitch.

The unit must remain within the allocated hard-standing area and must not compromise required safety spacing or access routes.

11.5 Motorhomes & Campervans — With an Awning

Where a motorhome or campervan is using an awning:

the motorhome or campervan must be reversed onto the pitch; and
the awning must be erected on the left-hand side of the unit when positioned on the pitch.

11.6 Awnings

Only one awning per pitch is permitted.

Awnings must:

be positioned on the left-hand side of the Touring unit in accordance with the intended pitch layout;
remain within the allocated pitch;
maintain required safety spacing;
not obstruct neighbouring pitches;
not obstruct roads, paths or emergency access; and
comply with reasonable pitching instructions issued by Lady Heyes staff.

Driveaway awnings are permitted for motorhomes and campervans.

Additional tents are not permitted on Touring Pitches unless specifically permitted by the pitch type and booking.

Guests must not alter the intended orientation of their Touring unit or awning without prior agreement from Lady Heyes.

12. Camping & Overflow Field

12.1 Main Camping Pitches

Tents, gazebos and associated camping equipment must remain within the allocated pitch area.

Equipment must not encroach onto:

Neighbouring pitches
Roads
Pathways
Emergency access routes

12.2 Overflow Camping

12.2.1 Overflow Camping pitches are located on a grass field and are identified by pitch marker.

12.2.2 Guests must pitch entirely within the area allocated to their pitch. The pitch boundary should be taken as the area between the marker flags for that individual pitch.

12.2.3 All parts of the tent and camping setup must remain within the allocated pitch area, including:

Guy ropes
Awnings
Porches
Extensions
Any other associated equipment

Guests must not allow their tent or equipment to extend onto, obstruct or reduce the usable space of a neighbouring pitch.

12.2.4 Guests are responsible for ensuring that the size of their tent is suitable for the pitch allocated. Oversized tents which cannot be safely accommodated entirely within the marked pitch area are not permitted.

12.2.5 Where a tent or associated equipment extends beyond the allocated pitch, Lady Heyes reserves the right to require the guest to reposition or re-pitch their tent.

Where this is not possible, an alternative pitch may be offered subject to availability. If no suitable alternative is available, the guest may be required to remove the tent from the site.

Electric Hook-Up

12.2.6 Each Overflow Camping pitch is allocated a maximum of one electrical hook-up.

12.2.7 Guests must only use the electrical hook-up allocated to their booked pitch.

12.2.8 Guests must not connect to, share or use an electrical hook-up allocated to another pitch.

12.2.9 The use of more than one electrical hook-up per pitch is not permitted, regardless of:

The size of the tent
The number of occupants
The amount of electrical equipment being used

12.2.10 Any additional electrical requirements must be discussed with Reception. Additional electrical connections must not be made without prior approval from Lady Heyes.

Vehicles

12.2.11 Vehicles are not permitted to remain beside tents on the Overflow Camping Field.

12.2.12 Guests may use the designated drop-off area for unloading and loading before moving their vehicle to the Main Car Park.

12.2.13 Parking a vehicle beside an Overflow Camping pitch in breach of this rule may result in a £25 charge.

12.3 Pitch Boundaries & Privacy

12.3.1 Guests must respect the boundaries and privacy of neighbouring pitches.

12.3.2 Guests must not:

Walk through another occupied pitch;
Cycle through another occupied pitch;
Drive across another occupied pitch; or
Use another guest’s pitch as a shortcut.

12.3.3 Designated roads and paths must be used when moving around the park.

13. Speed Limit, Bicycles & E-bikes

13.1 Speed Limit

The maximum speed anywhere on the park is:

5mph

This applies to vehicles, bicycles and electric bicycles/e-bikes.

Drivers and cyclists must give priority to pedestrians and take particular care around children.

13.2 Bicycles & E-bikes

Pedal bicycles and electric bicycles/e-bikes are permitted but may only be ridden on the park’s:

one-way road system

Bicycles and e-bikes must not be ridden:

Across grass
Across occupied pitches
Through landscaped areas
Through pedestrian-only areas
Anywhere cycling has temporarily been prohibited for safety reasons

Children riding bicycles must be appropriately supervised.

13.3 Powered Recreational Vehicles

The following powered recreational vehicles are not permitted to be ridden on the park:

Electric scooters/e-scooters
Hoverboards
Powered go-karts
Quad bikes
Trial bikes
Similar powered recreational vehicles

This restriction does not apply to:

Mobility scooters
Powered wheelchairs
Other mobility aids being used for accessibility purposes

14. Electrical Hook-up, EV & E-bike Charging

14.1 Electric Hook-up

Electric hook-up cables must:

Be suitable for their intended purpose
Be maintained in good condition
Comply with applicable electrical safety requirement

EHU cables must be appropriately approved/marked for their intended use.

Guests are responsible for ensuring their own electrical equipment is safe and suitable for use on a Touring or Camping pitch.

14.2 Electric Vehicles

Charging electric cars, vans or other motor vehicles anywhere on Lady Heyes Holiday Park is strictly prohibited.

Electric vehicles must not be connected to:

Pitch electric hook-up points
Communal sockets
Service posts

Any other electrical supply on the park

Lady Heyes Holiday Park does not provide electric vehicle charging facilities.

Guests requiring EV charging must use a suitable off-site public charging point.

14.3 E-bike Charging

E-bikes and removable e-bike batteries must not be charged from:

Pitch electric hook-ups
Caravans or motorhomes connected to the site’s electrical supply
Communal sockets
Service posts
Any other Lady Heyes electrical supply

Lady Heyes Holiday Park does not provide e-bike charging facilities.

14.4 Lithium-ion/ Lead Acid Battery Safety

Damaged, modified, swollen, leaking, excessively hot or otherwise defective lithium-ion batteries must not:

Be connected to Lady Heyes electrical supplies
Be taken into communal buildings

14.5 Generators

Guest generators are not permitted within the Touring or Camping areas.

Serious or repeated breaches of electrical or charging rules may result in:

Disconnection from the electrical supply
Termination of the stay where reasonably necessary for safety

15. Gas

Gas bottles above 6kg are not permitted on site unless Lady Heyes has expressly agreed otherwise.

Guests are responsible for ensuring their own:

Gas bottles
Regulators
Hoses
Connections
Appliances

are safe, suitable and correctly maintained.

16. Pets

Dogs are welcome on the Touring and Camping Park.

Dogs must:

Be kept on a lead
Remain under proper control
Not cause excessive noise or disturbance
Not roam onto neighbouring pitches
Have waste cleaned up immediately

Dog waste must be disposed of in the bins provided.

Dog kennels are not permitted on pitches.

Access for dogs to independently operated businesses within the Attraction Village and Café is at the discretion of the individual business.

Dogs regulated under the Dangerous Dogs Act or other applicable legislation, including XL Bully types where relevant, must comply fully with all legal requirements while on the park.

Where a dog causes significant:

Damage
Mess
Staining; or
Additional cleaning requirements,

The lead guest may be charged the reasonable cost of cleaning, repair or replacement.

Serious or repeated breaches of the pet rules may result in termination of the stay.

17. Fires & BBQs

Fire pits and BBQs may only be used in appropriate areas of the hard-standing pitch.

They must:

Remain raised 30cm above the ground
Never be placed directly on grass
Never be placed on picnic tables
Be positioned safely away from combustible materials
Not compromise required safety spacing

Only one approved fire safety log purchased from Reception may be burned at a time.

Guests must not burn:

Ordinary wood
Coal
Paper
Kindling
Accelerants
Other unauthorised fuel

Fires and BBQs must not be lit during:

High winds
Extreme weather
Periods of increased fire risk
Any period where Lady Heyes has temporarily suspended their use

Ash must be completely cool before disposal.

Reception sells approved fire safety logs subject to availability.

Security cannot sell fire safety logs once Reception has closed.

18. Fireworks & Pyrotechnics

The following are prohibited anywhere on Lady Heyes Holiday Park:

Fireworks
Rockets
Firecrackers
Sparklers
Smoke devices
Pyrotechnics
Chinese/sky lanterns
Similar devices

Guests must not:

Bring these items onto the park
Store them on the park
Ignite them
Release them

This does not prevent an organised event specifically authorised and controlled by Lady Heyes management.

19. Hot Tub Touring Pitches

19.1 Permitted Units

Camping Tents and Car Tents are not accepted on Hot Tub Touring Pitches.

Only unit types specifically permitted for the pitch may be used.

19.2 Hot Tub Hours

Hot Tubs may be used between:

7:00am and 10:30pm

On departure day, Hot Tubs must not be used after:

10:00am

19.3 Hot Tub Temperature

Hot Tub temperatures are maintained between:

37°C and 40°C

During warmer weather, Lady Heyes may reduce the temperature within this range for guest comfort and seasonal operating conditions.

Hot Tub temperatures are controlled by Lady Heyes staff and must not be adjusted by guests.

A temperature anywhere between 37°C and 40°C is considered within the normal operating range.

19.4 Capacity & Children

A maximum of four people may use a Hot Tub at one time.

Children:

Must be at least 2 metres tall
Must be supervised by a responsible adult at all times

19.5 Hot Tub Use

Guests must comply with the Hot Tub safety instructions supplied within the Welcome Brochure.

The following must not be added to Hot Tub water:

Shower gel
Bubble bath
Oils
Salts
Gels
Any other substance or additive.

Built-in Bluetooth systems are disabled.

19.6 Routine Checks

Routine safety, chemical and water-quality checks begin from:

8:00am daily

Staff may briefly access the pitch where necessary to complete these checks.

19.7 Hot Tub Availability on Arrival

Hot Tubs are cleaned, prepared and heated for arriving guests.

Because a Hot Tub may have been drained, cleaned and refilled, there may occasionally be a delay before it reaches its intended operating temperature.

A minor or temporary heating delay will not normally qualify for a refund or credit and will not prevent the guest from checking onto their pitch.

Where a significant problem prevents the booked Hot Tub facility from being provided, Lady Heyes will assess the circumstances and any appropriate remedy.

20. Water Usage & Waste

20.1 Water Usage

Water supplied on the park is provided for normal:

Drinking
Domestic
Sanitary
Approved holiday-use purposes

Guests must not use the park’s water supply to wash, hose down or pressure-wash:

Caravans
Motorhomes
Campervans
Trailer tents
Cars
Vans
Trailers
Bicycles or e-bikes
Other vehicles or personal equipment

Water points and hoses must not be used for vehicle or Touring-unit cleaning.

Guests are asked to use water responsibly and avoid unnecessary or excessive consumption.

20.2 Rubbish

All rubbish must be disposed of in designated bin stations.

Glass must be separated where instructed.

Pitches must be left reasonably clean and tidy on departure.

20.3 Waste Water

Grey water and black/toilet waste must only be disposed of at the appropriate designated facilities.

Misuse resulting in:

Contamination
Blockage
Cleaning
Repair
Specialist attendance

may result in the responsible guest being charged the reasonable costs incurred.

21. Smoking, Vaping, Drugs & Drones

21.1 Smoking & Vaping

Smoking and vaping are prohibited inside communal buildings and facilities.

Guests must dispose of cigarette ends responsibly.

Cigarette ends must not be discarded on:

Pitches
Roads
Grass
Landscaped areas
Communal spaces

21.2 Recreational Drugs

Recreational drugs are prohibited on the park.

This includes the recreational possession or use of nitrous oxide.

Illegal drug activity or conduct creating a risk or disturbance may result in removal from the park.

Police may be contacted where appropriate.

21.3 Drones

Drones must not be flown anywhere on Lady Heyes Holiday Park.

22. Padel Courts & Independently Operated Businesses

22.1 Padel Courts

Lady Heyes Holiday Park has active on-site padel courts operating during designated hours.

Guests acknowledge that normal sounds associated with:

General play
Coaching
Racket and ball impact
Reasonable social activity

may be audible from parts of the Touring and Camping areas.

Reasonable noise arising from the normal operation of the courts during authorised operating hours forms part of the normal environment of the park and will not, by itself, normally constitute grounds for:

A refund
A discount
Compensation

22.2 Attraction Village & Café

The Attraction Village, Café and various other businesses located within Lady Heyes Holiday Park are independently owned and operated.

Individual businesses may set their own:

Opening hours
Prices
Terms
Admission requirements
Pet rules
Operating procedures

Availability or closure of an independently operated business does not form part of the Touring or Camping booking contract unless expressly stated otherwise at the time of booking.

23. Challenge 25

Lady Heyes operates Challenge 25 for:

Alcohol
Tobacco
Other applicable age-restricted sales

Guests who appear under the relevant age threshold may be asked to provide valid photographic identification.

Without suitable identification, the sale may be refused.

24. CCTV, Video & Audio Recording

24.1 CCTV

Lady Heyes Holiday Park operates CCTV and video surveillance in selected areas across the park for the safety and security of:

Guests;
Staff;
Contractors
Visitors

CCTV may be used for purposes including:

Protecting guests, staff and visitors
Preventing and detecting crime
Protecting Lady Heyes property and facilities
Investigating accidents, incidents and security concerns
Investigating complaints or disputes
Investigating threatening, abusive, discriminatory or inappropriate behaviour
Investigating serious or repeated breaches of these Terms and Conditions or site rules

CCTV may operate 24 hours a day in areas covered by the surveillance system.

24.2 Audio Recording

Some CCTV and surveillance equipment also records audio as well as video.

Audio recording is used only in selected areas where Lady Heyes considers this necessary for legitimate safety, security or incident-management purposes.

This includes certain areas such as Reception, where audio recording is used to help protect guests and members of staff and to provide an accurate record where an incident, complaint, dispute or threatening or abusive behaviour occurs.

Audio recording is not in operation on every CCTV camera or throughout every area of the park.

Signage will be displayed where CCTV and/or audio recording is in operation.

24.3 Use of Recordings

CCTV and audio recordings may be reviewed where reasonably necessary in connection with:

An accident or reported incident
A complaint or dispute
suspected criminal activity
Threatening, abusive, discriminatory or inappropriate behaviour
Damage to vehicles, pitches, facilities or other property
A safety or security concern
A serious or repeated breach of these Terms and Conditions or site rules

Where lawful and appropriate, recordings may be provided to relevant third parties including:

Police
Emergency services
Insurers
Legal advisers
Regulatory authorities

24.4 Data Protection

CCTV and audio recordings are handled in accordance with applicable UK data protection legislation and Lady Heyes’ privacy procedures.

Access to recordings is restricted to authorised persons where there is a legitimate reason for access.

Recordings will be retained only for as long as reasonably necessary for the purpose for which they were collected, subject to any requirement to retain footage relating to:

An incident
Complaint
Investigation
Legal matter
Insurance claim

Guests and visits ay have rights in relation to personal information captured by CCTV or audio recording in accordance with applicable data protection law.

Further information regarding CCTV, audio recording and the processing of personal information can be requested from Lady Heyes Holiday Park.

25. Fire Safety Equipment

If a fire alarm sounds, guests must follow emergency instructions and proceed to the designated muster point.

Tampering or interfering with fire-safety equipment is strictly prohibited.

This includes:

Fire alarms;
Detectors;
Carbon monoxide equipment;
Fire extinguishers
Detector heads
Break-glass points

Guests responsible for tampering with or damaging fire-safety eqDipment may be charged the reasonable cost of:

Inspection
Repair
Replacement

Serious interference with fire-safety equipment may result in immediate removal from the park.

26. Damage, Loss & Additional Charges

The lead guest is responsible for damage, loss or excessive mess caused by:

Themselves;
Members of their booking;
Children in their care;
Pets
Visitors

Charges may apply for:

Lost or damaged barrier/access cards
Damage to electrical service posts
Damage caused by driving or parking on grass
Damage to Hot Tubs or associated equipment
Damage to toilet, shower, laundry or waste facilities
Damage to entrance or height barriers
Damage to roads, pitches or landscaping
Damage to electrical or solar infrastructure
Other deliberate, negligent or avoidable damage to Lady Heyes property

Charges will reflect the reasonable cost of:

Cleaning
Specialist cleaning
Specialist attendance
Repair
Replacement
Labour
Contractor costs reasonably incurred

Charges are intended to recover Lady Heyes’ reasonable loss and are not intended to operate as a penalty.

27. Your Property & Liability

Guests remain responsible for the security and safekeeping of their:

Caravans
Motorhomes
Campervans
Tents
Vehicles
Bicycles
Equipment
Valuables
Personal belongings

Lady Heyes will not be responsible for loss, theft or damage to personal property where the loss or damage was not caused by Lady Heyes, its employees or agents.

Guests are responsible for ensuring their own Touring or Camping equipment is:

Safe
Suitable
Correctly erected or positioned
Used in accordance with manufacturer instructions

Nothing within these Terms and Conditions 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
Another liability that cannot legally be excluded

28. Solar Array & Restricted Electrical Infrastructure

Lady Heyes Holiday Park operates solar photovoltaic systems and associated electrical infrastructure, including:

Solar panels
Inverters
High-voltage equipment
Cabling
associated installations

Restricted solar and electrical areas must not be entered.

Guests and visitors must not:

Enter fenced electrical areas
Climb on solar equipment
Tamper with solar panels
Interfere with fencing
Interfere with cabling or inverters
Interfere with any restricted electrical infrastructure

These systems may operate at high voltage and interference can result in serious injury or death.

Warning signs and barriers must be observed at all times.

Children must be kept away from restricted electrical and service areas.

Damage caused by a guest, member of their party, child, pet or visitor may be charged in accordance with these Terms and Conditions.

Any fault, damage or concern involving solar or electrical equipment must be reported to Reception immediately.

Unauthorised entry or deliberate interference may result in immediate removal from the park where reasonably necessary to protect health and safety.

29. Pricing Errors

Prices and availability are displayed with reasonable care; however, genuine administrative or technical errors may occasionally occur.

Where an obvious pricing error is identified before the stay, Lady Heyes will notify the guest as soon as reasonably practicable.

The guest may choose to:

proceed with the booking at the correct price; or
cancel the affected booking and receive a full refund of sums paid for that booking.

30. Complaints & Problems During Your Stay

30.1 Reporting Problems During Your Stay

If something is not right with your pitch, facilities or stay, please inform Reception, Security or another appropriate member of Lady Heyes staff as soon as reasonably possible.

Reporting an issue while you are still on site gives Lady Heyes the opportunity to:

Inspect the issue;
Investigate what has happened;
Provide assistance;
Arrange maintenance or cleaning
Where possible, resolve the problem during your stay.

Guests should provide reasonable access to their pitch, Touring unit or equipment where access is necessary to inspect, investigate or resolve a reported issue.

30.2 Formal Complaints

If an issue cannot be resolved during the stay, or a guest wishes to make a formal complaint, this should be submitted by email to:

[email protected]

The complaint should include, where applicable:

The lead booking name
Booking reference
Pitch number
Dates of stay
Full details of the complaint
When and to whom the issue was reported during the stay
Any relevant photographs, videos or other supporting information

30.3 Response Times

Lady Heyes will provide an initial response or acknowledgement within 48 hours of receiving a formal complaint.

Where further investigation is required, the initial response may confirm that:

The complaint has been received
Further enquiries are being carried out

A full response will be provided once the relevant information has been reviewed and the investigation has been completed.

Complex complaints may require information from:

Several departments;
members of staff
contractors
other relevant parties

and may therefore take longer to conclude.

Lady Heyes will aim to keep the guest appropriately informed where additional time is required.

30.4 Opportunity to Resolve Issues

Guests are encouraged to report concerns during their stay wherever reasonably possible.

Where an issue could reasonably have been inspected or resolved during the stay but was not reported until after departure, Lady Heyes may take this into account when:

Investigating the complaint
Considering any appropriate resolution

This does not affect a guest’s statutory rights.

31. Events Beyond Our Reasonable Control

Lady Heyes will not be responsible for delay, disruption or failure to provide a service where this results from circumstances outside its reasonable control which could not reasonably have been avoided.

Examples may include:

Severe or dangerous weather
Fire
Flooding
Failure of public utilities
Failure of external telecommunications networks
Emergency closure ordered by an authority
Major infrastructure failure
Epidemic or public-health restrictions
Acts of terrorism or civil emergency
Other comparable events outside our reasonable control

Where such an event occurs, Lady Heyes will take reasonable steps to minimise disruption.

Where Lady Heyes is unable to provide the booked pitch or a reasonable alternative, any appropriate refund, credit or other remedy will be considered according to:

The individual circumstances
Applicable consumer law.

32. Statutory Rights

Nothing within these Terms and Conditions is intended to exclude, restrict or limit any right or remedy that cannot legally be excluded under UK consumer law.

If an individual provision is found to be invalid or unenforceable, the remaining provisions will continue to apply so far as legally permitted.