Cancellation, amendments, abandonment and refunds

If for whatever reason you need to cancel your holiday please cancel online in our self-service section of your booking so that your request is recorded as soon as possible. If you delay by using any other communication means or don't tell us then you may miss out on a free transfer.

If you cancel at least 6 weeks before your holiday start date then:

We will supply you with a rebooking code to transfer your holiday to any available date and/or new accommodation. You must rebook at least 6 weeks before your original holiday was due to start. There is no fee for making this change via our self service. Your new booking must be of equal or higher value to your original booking.

We can manually change your booking up to your original holiday start date - however a manual handling admin fee will then apply.

If you have paid the full balance before 6 weeks we will refund the difference on request. If you fail to rebook another break by the original holiday start date we retain any balance still held by us on that date. You cannot use another voucher code or retain your existing voucher during a rebooking. You may only rebook your holiday once.

If you cancel within 6 weeks of your holiday start date then:

As detailed in our terms and conditions; We are unable to accept anything other than minor changes within 6 weeks of your holiday. If you choose to cancel within 6 weeks, with regret we are unable to return any of your balance paid. For this reason we strongly recommend that you take out holiday insurance to cover this eventuality.

If you choose to abandon your holiday before it is completed:

If you have a complaint regarding the property you must bring this to the attention of the owner / housekeeper and Under the Thatch during your stay and provide us a reasonable opportunity to put the matter right. If the matter is within our control and we are unable to resolve the matter to your satisfaction and we agree that your claim is reasonable then we will terminate your holiday at that accommodation. In these circumstances we will offer alternate accommodation or dates, or offer a refund proportionate to the time you have stayed and seriousness of the complaint. We will not consider refund requests for guests who abandon their holiday and do not tell us why until after returning home. The contact numbers for your owner / housekeeper and Under the Thatch can be found in the accommodation information pack and also the pre-arrival instructions PDF file. All cases are handled on an individual basis.

If you alter your holiday at least 6 weeks before:

You can freely change the number of guests, pets and extras in our self service system prior to paying your final balance. We'll adjust the price and simply ask that you clear the balance when it becomes due. You can also extend your holiday if the dates are available, we'll simply charge you for the extra nights as if you'd booked them in the first place. You can also move your holiday completelty. To do this you must cancel your holiday and we'll issue you a rebooking code to be used in the discount box when you book again, this allows you to retain all of your exsiting deposit.

If you alter your holiday within 6 weeks:

You can freely change the number of guests, pets and extras in our self service system prior to your holiday. You can also extend your holiday or slip it forward with the bounds of bookings before and after yours. If you increase the value we'll ask you to pay off the extra straight away. If you fail to pay the extra by your holiday we'll ask our housekeepers to setup the accommodation as originally paid for. If you still bring those extra guests there will be a £20 booking change administration fee plus a £25 housekeeping charge to pay, so please do ensure you set and pay for the correct number of guests before arrival. If you decrease the value of your options and extras after you've paid for them then we regret that no refund will be issued.

If you make any changes via our SELF SERVICE options then no administration fee is applicable. If you email, phone or write to us with a change which you could perform yourself then we will automatically add a £20 administration fee to make these changes for you.