Terms and Conditions

Please read before booking. These terms contain important provisions about payment, cancellation charges, guest conduct, damage, the security deposit and when a stay may be ended early. The property listing, Booking Confirmation and any property-specific rules supplied before booking also form part of the contract.

1. Who your contract is with

1.1 Your contract for the holiday accommodation is with the owner identified on the Property listing and in the pre-contract booking summary, whose details are repeated in the Booking Confirmation (the Owner). Angela Penfold, trading as Highland Perthshire Holiday Homes and Penfold Property and Lifestyle Management (HPHH, we, us or our), acts as the Owner's disclosed booking and managing agent.

1.2 HPHH may receive payments, communicate with you, administer changes and cancellations, manage the Property and enforce these terms on the Owner's behalf. HPHH is separately responsible for performing its own booking and management services with reasonable care and skill.

1.3 In these terms: Booking means the confirmed reservation; Booking Confirmation means our confirmation email; Booking Price means the total price that must be paid for the accommodation, including every mandatory fee, tax or charge shown before you book; Lead Guest means the person making the Booking; Party means everyone permitted to visit or stay; Property means the accommodation identified in the Booking Confirmation; and Security Amount means the card pre-authorisation or deposit amount clearly stated before booking.

2. Booking and contract formation

2.1 The Lead Guest must be at least 18, or any higher objectively justified minimum age clearly stated on the Property listing before booking, have authority to book for the Party and provide complete and accurate contact, payment and Party information. The Lead Guest is responsible for ensuring that every member of the Party understands and complies with these terms and the property-specific rules.

2.2 A Booking becomes binding when we issue the Booking Confirmation after receiving the required deposit or full payment. A booking request, payment authorisation or provisional hold is not acceptance until the Booking Confirmation is issued.

2.3 If we expressly agree to hold dates provisionally, the hold lasts for up to seven days or any shorter period we state. We may release the dates if payment is not received by the deadline.

2.4 You must check the Booking Confirmation promptly and tell us of any error as soon as reasonably possible. We will correct an error we made. You remain responsible for inaccurate information supplied by you, but a delay in reporting does not remove rights that the law gives you.

2.5 A Booking may not be sold or transferred. We may permit a change of Lead Guest or Party details on reasonable written request, subject to identity checks, availability, any third-party cost and a reasonable administration charge disclosed before the change is made.

3. Price and payment

3.1 A deposit of 25% of the Booking Price is due when booking. If the arrival date is within eight weeks, the full Booking Price is due when booking. The balance is due no later than eight weeks before arrival.

3.2 Payment may be made by the methods offered during booking. The Lead Guest is responsible for all sums due, including sums arising from a permitted member of the Party's conduct.

3.3 If a balance is not paid when due, we may send a reminder and give at least 48 hours to pay. If payment remains outstanding, the Owner may treat the Booking as cancelled by you and apply clause 6. We will not retain more than the reasonable cancellation loss calculated under that clause.

3.4 We may correct an obvious pricing error before the Booking is confirmed. If an obvious error is discovered afterwards, we will notify you promptly and offer the choice of paying the correct price or cancelling for a full refund, unless it was reasonable for you to recognise the error when booking.

4. Card details and Security Amount

4.1 A Security Amount is required for each Booking. Its amount will be shown before booking or in the Booking Confirmation. It is normally processed as a card pre-authorisation approximately seven to ten days before arrival; no money is taken unless a permitted charge is made.

4.2 Card details are handled through our payment provider and may be tokenised for the Booking, Security Amount, agreed balance payments and permitted post-stay charges. We do not intentionally retain the full card number in ordinary business records. Further information is provided in our privacy notice and the payment provider's information.

4.3 You must provide valid card details and ensure sufficient available funds for the pre-authorisation. If this is not done after a reasonable opportunity to remedy it, we may refuse access or treat the Booking as cancelled under clause 6.

4.4 The pre-authorisation is normally released within seven to ten days after departure if no claim is required. Your bank controls when available funds reappear, so the timing may vary. Before capturing or charging an amount, we will give the Lead Guest a description, reasonable supporting information and normally at least five Business Days to respond. We may act sooner only where necessary to preserve a card authorisation or prevent further loss, and will still provide the evidence and consider any prompt dispute fairly.

4.5 Permitted charges are limited to reasonable loss and cost arising from damage, breakage, missing items, exceptional cleaning, prohibited smoking or vaping, pet-rule breaches, unauthorised occupancy, lost keys, late departure or another breach. Fair wear and tear is not chargeable. If the loss exceeds the Security Amount, the Lead Guest must pay the evidenced balance within 14 days of invoice.

4.6 Charging or releasing the Security Amount does not prevent either party raising a genuine claim or dispute. You should contact us promptly if you disagree with a charge.

5. Changes requested by you

5.1 We will consider a request to change dates or Property but cannot guarantee it. A change is effective only when confirmed in writing and may require payment of any price difference, non-recoverable third-party cost and a reasonable administration charge disclosed before agreement.

5.2 If we cannot agree the requested change and you do not proceed with the original Booking, it will be treated as a cancellation under clause 6.

6. Cancellation by you

6.1 You may cancel by contacting us in writing. Cancellation takes effect when we receive it. Holiday accommodation booked for specific dates does not normally carry the general 14-day cooling-off right applicable to some distance contracts.

6.2 The following charges are the maximum normally payable. They are intended to reflect the Owner's likely direct loss and the reduced opportunity to re-let as arrival approaches:

6.3 The Owner and HPHH will take reasonable steps to re-let cancelled dates. If the Property is re-let, we will recalculate the charge so that the total retained does not exceed the actual net loss caused by the cancellation, including any price shortfall, non-recoverable platform or payment costs and a reasonable evidenced administration cost. Any amount that is clearly no longer required will be refunded within 14 days after replacement payment becomes non-refundable; final reconciliation will be made within 14 days after the original departure date.

6.4 No cancellation charge will exceed the Booking Price. The Owner and HPHH will not recover the same loss twice and will take account of costs saved because the Booking did not proceed.

6.5 Leaving early, arriving late or failing to arrive is treated as cancellation of the unused period unless the failure results from a breach by the Owner or HPHH. We strongly recommend comprehensive UK travel insurance covering cancellation, illness, transport disruption and the needs of every Party member.

7. Cancellation or material change by the Owner or HPHH

7.1 We may need to cancel or materially change a Booking because the Property is unsafe, unavailable, unlawfully occupiable, seriously damaged or affected by another event that makes performance impossible or impracticable. We will notify you as soon as reasonably possible.

7.2 Where reasonably possible, we will offer suitable alternative accommodation. If it costs more, you will not be required to pay the difference unless you freely agree after being offered the choice of a full refund. If it costs less, the difference will be refunded. You may reject an alternative that is not reasonably comparable and receive a refund of accommodation payments for the affected Booking.

7.3 If no suitable alternative is available or you reasonably reject it, accommodation payments received for the affected Booking will be refunded. Subject to clause 21, the Owner and HPHH are not responsible for separate travel, activity or other arrangements, so suitable insurance is important.

7.4 If performance becomes unlawful or impossible because of government action, a public emergency or similar event, neither party must perform the affected obligation. We will refund payments for accommodation not provided, less only any lawful and fair deduction for a service already supplied at your request. If the Property remains available but you cannot travel for personal or transport reasons, clause 6 normally applies.

8. Arrival, departure and access

8.1 Unless the Booking Confirmation states otherwise, arrival is from 4.00 pm and departure is by 10.00 am. You must follow the key, parking, security and departure instructions supplied for the Property.

8.2 Unauthorised early entry or late departure can disrupt cleaning and the next Booking. You must reimburse reasonable additional costs and losses directly caused, after supporting information is provided.

8.3 The Owner, HPHH and authorised contractors may enter at a reasonable time for inspection, maintenance, compliance or repair after giving reasonable notice where practicable. No notice is required in an emergency, where serious damage is suspected or where immediate entry is reasonably necessary to protect people or property.

9. Holiday use, occupancy and visitors

9.1 The Property is provided only as temporary holiday accommodation for the dates in the Booking Confirmation. These terms do not create a private residential tenancy or any right to remain after departure time.

9.2 Only the people included in the Booking may stay overnight. The Property's licensed or advertised maximum occupancy must never be exceeded. Day visitors require prior consent where the listing or property rules say so and must leave at the agreed time.

9.3 Parties, events, commercial activity, paid entry, filming for commercial purposes and use by organised groups are prohibited unless expressly agreed in writing before booking.

9.4 Children and any vulnerable person must be appropriately supervised. You remain responsible for deciding whether the Property, grounds, water, stairs, fires, hot tubs or other facilities are suitable for your Party.

10. Care of the Property

10.1 You must take reasonable care of the Property, contents, grounds, keys and facilities; use appliances as instructed; keep the Property reasonably secure; prevent avoidable waste or damage; and leave it in a reasonably clean and tidy condition with rubbish dealt with as instructed.

10.2 Report damage, breakage, faults, leaks, loss of keys or safety concerns as soon as reasonably possible. Prompt reporting helps reduce loss and will be considered when any charge is assessed.

10.3 Do not move large furniture, interfere with safety equipment, disable alarms or monitoring equipment, use candles or other prohibited flames, or use the Property for unlawful activity.

10.4 Where make-up, fake tan, hair dye or another substance causes staining beyond normal laundering, the reasonable specialist-cleaning or replacement cost may be charged under clause 4.

11. House rules, neighbours and licence conditions

11.1 Reasonable property-specific rules made available before the Booking is formed form part of the contract. These may cover maximum occupancy, noise, outdoor areas, parking, waste and recycling, fires, water, hot tubs, pets, shared access and departure arrangements. A rule first supplied after booking is binding only if it is non-material, was reasonably foreseeable, or is necessary under clause 11.3.

11.2 You and your Party must behave considerately and must not cause alarm, distress, nuisance, annoyance, excessive noise, obstruction, litter or damage to neighbours or the local community. Quiet hours and other licence-related rules for the Property must be followed.

11.3 We may issue a reasonable additional instruction during the stay where necessary for safety, legal compliance, an emergency or to stop actual nuisance. It will not materially reduce the accommodation without an appropriate remedy.

12. Smoking, vaping, fire and illegal substances

12.1 Smoking and vaping are prohibited inside every Property and in any other area identified in the property rules. You must comply with all fire-safety instructions and must not tamper with smoke, heat or carbon-monoxide alarms.

12.2 A breach may require specialist cleaning, deodorising, replacement of affected items or cancellation of a later Booking. The Lead Guest is responsible for the reasonable evidenced cost and direct loss, which may exceed £500 in a serious case. This is not an automatic penalty.

12.3 Illegal drugs, offensive weapons and unlawful or dangerous activity are prohibited and may result in immediate termination of the stay and police involvement.

13. Pets and assistance animals

13.1 Pets are allowed only where the Property listing expressly permits them and only up to the stated number. The applicable charge will be shown before booking. A pet must be kept under control, must not be left unattended, allowed on furniture or beds, or permitted to foul the grounds without immediate clean-up.

13.2 You are responsible for reasonable additional cleaning, damage and nuisance caused by an animal. Property-specific pet rules must be followed.

13.3 Assistance animals are not treated as pets and no pet fee applies. Advance notice is not a condition of booking, although early contact may help us arrange a reasonable adjustment or discuss a genuine property-specific safety issue.

14. Electric vehicles and electrical equipment

14.1 An electric vehicle may be charged only through a dedicated charging point expressly provided for guest use and in accordance with its instructions. Charging from a domestic socket, extension lead or any other unauthorised supply is prohibited because of fire and electrical risk.

14.2 You must not connect unusually high-load equipment, alter electrical installations or use equipment that appears damaged or unsafe. Report any concern immediately.

15. Internet and utilities

15.1 Where internet access is advertised, it is provided for reasonable guest use. Rural speed and availability may vary. Temporary interruption outside the Owner's or HPHH's reasonable control is not guaranteed against, but known faults will be addressed with reasonable care.

15.2 You must not use internet access unlawfully, infringe rights, access or distribute illegal material, attempt to compromise a network or make excessive use that materially affects others.

15.3 Report a material failure of heating, water, electricity or internet promptly and allow a reasonable opportunity to investigate and remedy it. Your statutory remedies remain unaffected where the accommodation is not supplied as agreed.

16. Infectious illness and public-health events

16.1 You must follow any law or official instruction that applies to your stay. If a Party member develops a serious or notifiable infectious illness, contact us promptly, obtain appropriate medical advice and take reasonable steps to protect other people.

16.2 Where medically safe and lawful, the Party must leave by the agreed departure time. If departure is genuinely impossible, contact us immediately. The Lead Guest is responsible for reasonable additional accommodation, cleaning and direct relocation costs caused by an unauthorised overstay, except to the extent covered by law, insurance or caused by a breach by the Owner or HPHH.

17. Lost property

17.1 Please check carefully before leaving. If we find an item, we will take reasonable steps to identify it and normally keep it for 28 days. Perishable, unhygienic, unsafe or clearly disposable items may be disposed of immediately.

17.2 Return is at your risk and cost. We may require advance payment of postage, packaging and a reasonable administration charge of up to £20. Unclaimed items may be donated, recycled or disposed of after the retention period. We are not responsible for an item unless loss or damage results from a failure to use reasonable care after it is found.

18. Accuracy and changes to the Property

18.1 We take reasonable care to describe the Property accurately. Photographs are illustrative of appearance at the time taken, and minor changes to furnishings, decor, equipment or views may occur.

18.2 If a change before arrival materially affects the accommodation, we will notify you promptly and offer an appropriate price reduction, reasonable alternative or cancellation with a refund, depending on the circumstances. Nothing in this clause excludes responsibility for misleading information or a failure to supply the accommodation as agreed.

19. Problems and complaints

19.1 You must notify HPHH of any problem with the Property or your stay as soon as reasonably possible after becoming aware of it, and while you are still staying at the Property wherever reasonably possible. This includes concerns about cleanliness, housekeeping, damage, broken or missing items, facilities or any other aspect of the accommodation. Please telephone Angela Penfold on 07887 926347 in the first instance where possible, or email angela@penfoldproperty.com. If you cannot reach us by telephone, please leave a message with your contact details and details of the problem, or send an email. In an emergency, contact the appropriate emergency service first.

19.2 You must give the Owner and HPHH a reasonable opportunity to investigate and, where possible, put matters right during your stay, including allowing reasonable access where needed in accordance with clause 8.3. We will take reasonable steps to respond promptly and address the problem, taking account of its nature and urgency. Please do not wait until after departure to report a problem that could reasonably have been raised during your stay.

19.3 If a problem remains unresolved, or you could not reasonably report it during your stay, please send a written complaint with any relevant photographs or other supporting information as soon as reasonably possible, preferably within 14 days after departure. We will consider complaints on their merits. Where you could reasonably have reported a problem during your stay but did not do so, we will take account of whether this prevented us from investigating or putting matters right. This may affect any refund or compensation to the extent that loss or inconvenience could reasonably have been avoided through prompt reporting and a reasonable opportunity to remedy the problem. We will not reject a complaint solely because it was received after departure. Your statutory rights remain unaffected.

19.4 We will acknowledge and investigate a complaint and aim to provide a substantive response within 20 Business Days. If our internal process is exhausted without agreement, we will identify on a durable medium an ADR entity competent to consider the dispute and state whether the Owner and HPHH are obliged or prepared to participate. Court rights are unaffected.

20. Serious breach and ending a stay early

20.1 We may give a warning and require a breach to stop. We may end the stay immediately, require the Party or an individual to leave, refuse entry or contact the police where there is serious or repeated antisocial behaviour, violence, illegal activity, material damage, dangerous conduct, prohibited events, serious overcrowding, smoking inside, refusal of necessary emergency access or another material breach.

20.2 Any decision will be proportionate to the circumstances and will take account of safety, neighbours, licence conditions and whether the breach can be remedied. No refund is due for accommodation actually provided. Any deduction for the unused period will be limited to the Owner's reasonable net loss and cost arising from the breach, applying the principles in clause 6.

21. Responsibility and liability

21.1 Nothing in these terms excludes or restricts liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, breach of rights that cannot lawfully be excluded, or any other liability that the law does not permit us to limit.

21.2 The Owner is responsible for providing the accommodation described in the Booking Confirmation. HPHH is responsible for its own booking and management services. Each is responsible for direct loss that was reasonably foreseeable and caused by its breach or failure to use reasonable care and skill.

21.3 Subject to clause 21.1, neither the Owner nor HPHH is responsible for loss caused by your breach, failure to follow instructions, or an event outside reasonable control; for business loss arising because a consumer Booking is used for business purposes; or for loss that was not reasonably foreseeable when the contract was made.

21.4 No term in this contract limits a remedy to which you are entitled where the accommodation or services are not supplied with reasonable care and skill or do not conform to the information on which you relied. Any proposed limitation will apply only to the extent that it is lawful, fair, transparent and reasonable in the circumstances.

21.5 Vehicles, luggage and personal possessions remain your responsibility, but this does not exclude liability where loss or damage is caused by a failure by the Owner or HPHH to use reasonable care.

21.6 The Lead Guest is responsible for reasonable loss, damage or third-party liability caused by the Lead Guest or Party, except to the extent caused by the Owner, HPHH or someone for whom either is legally responsible.

22. Privacy

22.1 The Owner and HPHH use personal information to administer the Booking, comply with law, manage safety, prevent fraud, take payment and handle claims. The applicable privacy notice explains the purposes, lawful bases, recipients, retention and your rights.

22.2 You must not use monitoring, recording or network facilities at the Property to infringe another person's privacy. Any lawful safety or noise-monitoring device provided at a Property will be disclosed as required.

23. General legal terms

23.1 These terms, the Booking Confirmation, the property listing and property-specific rules supplied before booking form the contract. If they conflict, the Booking Confirmation takes priority for dates, price and Property; then any expressly agreed special term; then these terms; then the property-specific rules and listing.

23.2 A change is binding only if confirmed in writing by HPHH on the Owner's behalf. A failure or delay to enforce a right is not a waiver.

23.3 If a provision is invalid or unenforceable, it will be adjusted or removed only as far as necessary; the remainder continues. No term affects your statutory rights.

23.4 The Owner or HPHH may arrange for a successor owner or management business to perform a Booking, but this does not release the original contracting party from its obligations unless you agree to a novation or another legally effective substitution occurs. We will give you the successor's identity and contact details, and no transfer may reduce your contractual or statutory rights. You may not transfer the Booking except under clause 2.5.

23.5 These terms are governed by Scots law. The Scottish courts have non-exclusive jurisdiction. If you live elsewhere in the United Kingdom, you may bring proceedings in the courts available to you under mandatory consumer law.

24. Contact