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Terms and Conditions

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Version: 1.2

Effective Date: 15 June 2026

Last Updated: 11 June 2026

Please read these Terms and Conditions carefully before booking. By making a booking with us, you confirm that you have read, understood and agreed to them in full.

These Terms & Conditions apply to bookings made on or after the Effective Date shown above.

For bookings made before the Effective Date, the Terms & Conditions in force at the time of booking will apply. However, updated safety information, site rules, operational procedures, and arrival instructions communicated before arrival may also apply during your stay where reasonably necessary for the safe operation of the site.

 

1. Definitions

  • "We", "Us", "Our", "The Campsite" – Heart of the Wye, Anne and Sam Long, Walkers Cottage, Clifford, HR3 5HQ. 

  • "Booking" – Any reservation made via our website, email, phone, booking platforms, or in person. 

  • "Prices" – The cost of your stay and any additional services. 

  • "Lead Booker" – The person making the booking who is responsible for the booking, all members of the party, and compliance with these Terms and Conditions. 

  • "You / Your" – The Lead Booker and all members of the party. 

 

2. Bookings & Payments

  • Prices are per stay unless stated otherwise and are shown on our website and booking platforms.. 

  • Standard prices are based on 2 guests per unit, with a fixed charge for additional guests (up to 2 more guests, maximum 4 total). 

  • Exclusive hire includes up to 10 guests as standard. Additional guests (up to 10 more guests, maximum 20 total) may be added by prior arrangement and subject to a fixed charge. 

  • Children under 2 using their own cot stay free but must be included in guest numbers. 

  • The Lead Booker must be aged 25 years or over and must be staying on site for the duration of the booking. 

  • The Lead Booker accepts responsibility for ensuring that all members of the party comply with these Terms and Conditions. ​​

  • Extra beds can be added for guests not wishing to share a double bed at the advertised fee. 

​Payment Terms (Direct Bookings)

  • A non-refundable deposit of 40% of the total booking value is required at the time of booking. 

  • Full balance is due 28 days before arrival. 

  • Failure to pay the balance by the due date may result in cancellation of the booking. 

Bookings made through third-party platforms

  • Will be subject to the platform's own payment, cancellation and refund policies. 

  • We strongly recommend suitable travel insurance. 

 

3. Cancellations & Refunds

  • The booking deposit is non-refundable. 

  • If a booking is cancelled more than 28 days before arrival, the deposit will be retained. 

  • If a booking is cancelled within 28 days of arrival, no refund will normally be due unless we are able to re-let the accommodation. If the accommodation is successfully re-let, we may refund all or part of the monies paid, less any costs reasonably incurred. 

  •  If we cancel your booking for reasons within our reasonable control, we may offer alternative dates, a credit towards a future stay, or a refund of monies paid for the booking. 

  • Any refund issued by us will be limited to the amount paid for the booking. We are not responsible for any additional costs or losses arising from a cancellation, including travel expenses, alternative accommodation, loss of earnings, or prebooked activities, except where such liability cannot legally be excluded. 

 

4. Force Majeure (Events Outside Our Control)

We are not liable for cancellations, interruptions, or disruption caused by circumstances beyond our reasonable control, including but not limited to:

  • Severe weather 

  •  Flooding 

  •  Fire 

  • Utility failures 

  • Government restrictions 

  • Illness 

  • Circumstances affecting the safe operation of the site 

Where a booking cannot proceed due to such circumstances, we may offer alternative dates, a credit towards a future stay, or a refund, as appropriate.

 

5. Check In & Check Out

  • Check in: 16:00 – 20:00 

  • Check out: By 10:00 

  • Please contact us if arriving outside these times. 

 

6. Guest Numbers & Visitors

  • Maximum occupancy must not be exceeded. 

  • No unauthorised overnight guests. 

  • Day visitors are not currently permitted. 

 

7. Behaviour & Noise

  • We are a peaceful rural site and ask all guests to respect others and our neighbours. 

  • Quiet time from 23:00 – 08:00. 

  • Music must be switched off by 22:00. 

  • Excessive noise is not permitted at any time. 

  • No fireworks, sky lanterns, weapons, or illegal drugs. 

  • For group bookings, see the Group section below. 

  • We may decline or terminate a booking where we reasonably believe it is unsuitable for the nature of the site or where behaviour is likely to cause disturbance, nuisance, damage, or safety concerns.

Heart of the Wye is a small, peaceful site and we ask all guests to behave considerately towards others. Any behaviour that causes disturbance, nuisance, safety concerns, damage, or significant discomfort to other guests may result in guests being asked to leave without refund.

 

8. Group & Exclusive Hire Bookings

We welcome respectful group and exclusive hire bookings, including hen and stag groups.

Group Responsibility

  • The Lead Booker is responsible for the conduct of all group members throughout the stay and for any damage, loss, excessive cleaning, or breach of these Terms and Conditions caused by any member of the party. 

  • Additional charges may apply. 

Noise & Atmosphere

  • A slightly more relaxed atmosphere is permitted but noise must remain reasonable and respectful. 

  • Noise should be reduced later in the evening and kept low after 11pm. 

  • We may request noise to be reduced at any time. 

  • We welcome groups seeking a relaxed countryside stay rather than a party venue. 

  • Loud parties, DJs, amplified music, and disruptive celebrations are not permitted.

  • Decorations must not damage accommodation (no glitter, confetti, or open flames). 

General

  • All standard site rules still apply. 

  • We may decline or terminate group bookings where behaviour causes disturbance, damage, or nuisance. 

 

9. Use of the Site

  • The site is for recreational glamping and leisure use only.

  • Personal tents, gazebos, awnings, or other temporary structures may not be erected without our prior permission.

  • Maximum stay: 28 days.

  • Guests must act safely, responsibly, and respectfully at all times.

  • Bookings are for private leisure use only. Commercial use, subletting, or charging others to attend an event or stay without prior written agreement is not permitted.

  • Guests are welcome to enjoy the campsite and designated guest-access areas during their stay. Private, operational, and restricted areas are clearly marked and must not be entered.

Site Signage & Respect for the Environment

  • Guests must comply with all site signage, notices, and instructions provided by the owners.

  • Signage may be in place for safety, environmental protection, livestock management, fire prevention, or preservation of the site.

  • This includes, but is not limited to, staying on mown paths, keeping out of restricted areas, avoiding climbing on structures, and not interfering with equipment, furnishings, tools, or site features not intended for guest use.

  • Parents and guardians are responsible for ensuring that children comply with all signage, notices, and instructions.

  • Guests should leave gates as they find them unless signage indicates otherwise.

Heart of the Wye is managed to encourage wildlife and preserve the natural environment. Guests are asked to respect the land, plants, wildlife, and habitats around the site and help us leave it in good condition for future visitors.

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10. Fire Safety

  • Fires only in designated fire bowls. 

  • Open flames, candles, incense burners, and similar items must not be used inside any accommodation or communal building

  • Log burners must be used safely. Instructions are found in the welcome book and safety signs near log burners must be read before use.

  • Children must not tend fires. 

  • During periods of very dry weather or heightened fire risk, we may need to restrict or temporarily suspend the use of fire bowls, log burners, or BBQs for safety reasons. 

  • Guests must follow all fire safety guidance provided and familiarise themselves with the site's fire safety and evacuation procedures. 

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11. Smoking & Vaping

  • Smoking and vaping are not permitted inside any accommodation, communal building, or enclosed shared space.

  • Cigarette ends, vaping waste, and related litter must be disposed of responsibly.

  • Guests must take particular care during periods of dry weather and elevated fire risk

 

12. Site Safety

  • Heart of the Wye is a rural glamping site located within a working countryside environment. Guests should expect uneven ground, mud, livestock, agricultural machinery, vehicles, fences, insects, and other natural countryside hazards.

  • Private, operational, and restricted areas are clearly marked and must not be entered.

  • Farm animals are present on and around the site. Guests must not enter animal enclosures, feed, touch, disturb, or otherwise interact with any animals.

  • Bees are kept on and around parts of the site as part of our efforts to support pollinators and the natural environment.

  • Guests with known allergies to bee or insect stings are responsible for bringing any necessary medication and ensuring it is readily available throughout their stay.

  • Guests should be aware that glamping is an outdoor accommodation experience and weather conditions can change rapidly. Wind, rain, cold temperatures, mud, insects, and other natural environmental conditions may affect comfort and accessibility.

  • Guests are responsible for ensuring that appropriate clothing, footwear, medication, and equipment are brought for their stay.

  • Heart of the Wye is located within a Dark Sky area and external lighting is intentionally limited. Guests are advised to bring a torch and take extra care when moving around the site after dark.

  • Any accident, injury, safety incident, or damage occurring on the site should be reported to us as soon as reasonably possible.

  • We reserve the right to ask any guest to leave the site without refund if their behaviour creates a nuisance, disturbance, or safety risk to other guests, animals, staff, or property.

 

13. Children

  • Children remain the responsibility of their parents or guardians at all times.

  • Parents and guardians must ensure that children are properly supervised throughout their stay, including within the accommodation, on raised platforms, around fire pits, and in all outdoor and communal areas of the site.

  • Children must not be left unattended at any time.

  • Children under 18 must not sleep overnight in any accommodation without a responsible adult present.

  • Children are welcome to use communal areas where appropriate. Some facilities, games, equipment, and activities may only be suitable for adults or older children and may be subject to age restrictions or supervision requirements.

  • Guests must follow all signage and instructions relating to communal facilities. Children may only use designated facilities under the supervision of a responsible adult where indicated.

  • Parents and guardians are responsible for ensuring that facilities and activities are suitable for their children and are used safely.

  • Parents and guardians are responsible for determining whether the accommodation and prevailing or forecast weather conditions are suitable for their children.

 

14. Pets

  • Well-behaved dogs are welcome in the River and Meadow yurts by prior arrangement only.

  • Dogs must be kept on a lead at all times whilst on site.

  • Owners are responsible for their dogs at all times and must ensure they do not cause disturbance, nuisance, damage, or safety concerns for other guests, animals, or wildlife.

  • Dog waste must be cleared up immediately and disposed of responsibly.

  • Dogs must not be left unattended in accommodation or elsewhere on the site.

  • We reserve the right to ask owners to remove any dog that is causing disturbance or is not being adequately controlled.

  • As Heart of the Wye is a working rural smallholding with resident animals, we cannot guarantee that accommodation or communal areas will be completely free from pet hair, animal hair, feathers, pollen, or other naturally occurring allergens.

 

 

15. Cars & Parking

  • One car per pitch unless arranged. 

  •  A site speed limit of 5mph applies at all times.

  • Guests must drive carefully and considerately, paying particular attention to pedestrians, children, animals, and uneven ground.  Parking is in a grass field accessed via a track. Ground conditions vary and we cannot be responsible for vehicles becoming stuck or requiring recovery. 

  • Alternative parking is available near Walkers Cottage if required. 

  • To minimise disturbance to guests and neighbours, vehicle movements should be avoided between 11:00pm and 7:00am wherever possible. Alternative parking may be available near Walkers Cottage by prior arrangement.

  •  Guests are responsible for securing their vehicles and belongings. 

  • We are not responsible for loss of or damage to vehicles or their contents except where caused by our negligence. 

  • Unfortunately, we are unable to offer vehicle charging or storage on site. 

 

16. Accommodation & Cleaning

  • Please leave accommodation in a clean and tidy condition.

  • Shared facilities, including washrooms, kitchen areas, seating areas, and communal spaces, should be left clean and tidy after use and used considerately.

  • Boot cleaning equipment is provided. Guests are asked to make reasonable efforts to keep accommodation clean and free from excessive mud.

  • Excess cleaning beyond that reasonably expected after a normal stay may incur additional charges.

  • Large items of waste, including camping equipment, furniture, or other bulky items, must be removed from the site by guests.

  • Please return any borrowed or moved items to their original place before departure.

 

17. Damage & Security Deposit

  • We may pre-authorise a refundable security deposit before arrival. 

  • The security deposit may be used to cover damage, loss, excessive cleaning, or significant breaches of these Terms resulting in additional costs, loss, or damage.

  • Where reasonably possible, any issues will be discussed with the Lead Booker before deductions are made. 

  • Any deductions will be supported by reasonable evidence where appropriate. 

  • Deposits are normally released within 3–7 days of departure. 

  • Please let us know during your stay if anything is damaged or not working so we can help. 

 

 

18. Personal Property & Lost Items

  • Guests are responsible for belongings. We are not liable for loss unless caused by our negligence. 

  • Lost items may be returned at guest cost. Unclaimed items may be disposed of after a reasonable period. 

  • Accommodation units do not have lockable doors. Guests are asked to take reasonable care of personal belongings and avoid leaving valuables unattended. 

 

19. Complaints

Please inform us during your stay if something is not right so that we can try to resolve it.

We cannot reasonably investigate or remedy issues after departure that were not brought to our attention during the stay where it would have been reasonable to do so.

 

20. Utilities & Services

Water, electricity, WiFi and shared facilities are provided in good faith but cannot be guaranteed due to our rural location.

 

21. Privacy

We collect personal information necessary to manage bookings and communicate with guests. Personal information is handled in accordance with applicable UK data protection legislation 

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22. Liability

  • Nothing in these Terms excludes or limits liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any liability that cannot legally be excluded or limited. 

  • We are responsible only for losses that are reasonably foreseeable as a direct result of our negligence or breach of these Terms. 

  • We are not responsible for losses arising from events outside our reasonable control, severe weather, wildlife, temporary utility interruptions, or circumstances inherent in a rural outdoor environment. 

  • Guests remain responsible for taking reasonable care of themselves, their children, their belongings, and any property brought onto the site. 

  • We recommend suitable travel insurance. 

 

23. Governing Law

These Terms are governed by the laws of England and Wales.

Any disputes shall be subject to the jurisdiction of the courts of England and Wales.

 

24. Contact Information

Heart of the Wye

Walkers Cottage

Clifford

HR3 5HQ

Email: heartofthewye@outlook.com

 

25. Acceptance

By booking, you accept these Terms and agree that all members of your party will follow them. Failure to do so may result in termination of stay without refund.

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