Under the Thatch document: Terms & Conditions

Standard Terms and Conditions

When booking through Under the Thatch you are entering into a binding contract with the accommodation owner.

When we email confirmation of a reservation to you, the owner enters into a contract with you, which is subject to these Booking Terms and Conditions.

Under the Thatch acts as an agent for your holiday and your holiday contract is wholly with the owner of the accommodation, who is responsible in full for your care and comfort during your stay.

Your Booking - We shall confirm a reservation upon receipt of a deposit (under 50% - the actual % varies according to holiday value but is typically in the range of 35>45%). Your booking is made as a consumer and you accept that we will not be liable for any business losses you may incur. We can refuse any booking and we will promptly return any monies you have paid and be under no other liability. As soon as you receive a booking confirmation, you must check it carefully. If there are any errors you must tell us immediately.

Payment - A booking is confirmed when payment is made. Non-payment of your balance monies, when they become due, will constitute cancellation of the holiday and forfeiture of the deposit payment. Full payment must be made 56 days before the start date of your holiday. We are under no obligation to remind you that payment is due. We will attempt to contact you by email only and accept no liability in the event that the email address listed for you does not deliver a message to you. We automatically cancel bookings with overdue payments, and this happens on the payment deadline date. Once cancelled we may remove any discount value from your booking and require you to pay the full list price to reinstate your holiday. 

Cancellation by YOU -

If you cancel your holiday at any point after the first 24 hours from booking the deposit paid is not refundable or transferable  in any circumstance.
If you wish to alter your booking (location or dates) within the period from booking up to the point at which final payment is made this is possible so long as you do not cancel your booking.

If you have to cancel your holiday for whatever reason then contact us immediately, and leave a message. Our cancellation policy is:

Before Payment

No Penalty

Within 24 hours of making a booking

No Penalty

Up to 56 days before your holiday

We will retain your deposit (under 50% - the actual % varies according to holiday value but is typically in the range of 35>45%) but will refund the remaining balance on request.
You can transfer your balance paid in full to a new booking if you cancel your booking online at least 56 days prior to your holiday and re-book online before your original holiday start date. You can only rebook your holiday once. You must use the rebooking code provided. Your re-booked holiday must take place within 12 months from the proposed start date of your original holiday. 

Automatic Cancellation

We will automatically cancel your break if you have not paid in full at the stated balance due date. You cannot reinstate the booking if someone else books in the interim.

Within 56 days

The full balance paid is non-refundable and non-transferable.

We STRONGLY recommend that guests take out their own travel insurance, or refund protection to cover cancellation. Every guest is offered Refund Protection during the booking process. If customers choose to opt-out of the offered Refund Protection then no cover will be provided. If you added UTT Refund Protection at the time of booking and wish to enquire if you may be covered for a refund, then please read the Refund Protection Terms and Conditions here

If you write to us and ask us to cancel your booking for you we will consider your booking as being cancelled at the date and time we are able to action the cancellation.  

Changes - If it is possible to accommodate changes you want to make to your booking we may do so, subject to any price differences. We may charge an administration fee of £30. Some changes are not permitted after you have fully paid, or less than 56 days prior to your holiday.


You can extend your holiday by adding extra days to the beginning or end of your break if they are available and match our changeover days.
We will recalculate your holiday and charge you at the current retail price (no decrease in payment is permitted). Some extensions may not be possible if the new dates trap unsaleable nights on our calendars. 


You can slip your dates earlier in time if the dates are available.
We will recalculate your holiday and charge you at the original retail price (you will not be refunded if the new holiday is lower in price).

Add Guests

You can add guests up to the maximum the accommodation sleeps and will be charged at our current rates per person.

Add Pets

You can add pets at our current rates if the property allows animals - note that surcharges apply.

Decrease Guest Numbers

You can decrease the number of guests or pets at any time. No refund of monies already paid is permitted. We will adjust your final balance if you have not already paid it.

Cancel / Rebook

You can change your dates and /or accommodation choice completely up to the final payment date 56 days before your holiday. Please contact Katie in the UTT office to arrange this or via email at katie@underthethatch.co.uk or 01239 727 029.


Behaviour - We are entitled to ask you to leave the holiday property or refuse you entry, without refund of monies paid or any other liability to you, if in our reasonable opinion your behaviour is unacceptable or we believe is likely to be unacceptable.

Website Accuracy - We do everything we can to ensure the accuracy of the information contained on this website. However, inputting errors unfortunately can happen. We cannot accept responsibility for changes to, or closures of, local amenities/ facilities and attractions etc. All distances are approximate. If you are booking more than 8 weeks in advance of your holiday you should check the accommodation listing again before you pay your final balance to ensure that we have not added, removed or changed anything which would be unacceptable to you since your initial booking.

Cancellation or changes by us - Once we have issued you with a Holiday Confirmation we will do our very best not to make any changes to your booking or to cancel it (except due to non-payment by you). Sometimes though changes do occur before and after bookings have been confirmed, and very occasionally confirmed bookings have to be cancelled. We promise to do all we can to avoid changes and cancellations but must reserve the right to do so. 

Number of Persons using the Holiday Accommodation - Your holiday group must not exceed the maximum number of persons the property will sleep. If it does then we will refuse to allow you to take possession of the property or make you leave the accommodation before the end of the holiday. If this happens we will treat your holiday as having been cancelled by you and you will not be entitled to a refund of your holiday monies or any compensation. Camping and camper-van use is not permitted at any property. 

Bed Arrangement - If you do not make a specific request the default bed configuration will be provided.

Pets - Pets are only allowed at properties where we advertise they may stay, and where you pay for them to stay. Guests are responsible for any damage caused by pets. Guests are required to clear any garden mess, and not to allow pets on sofas or beds. This also applies to any pets that accompany day visitors and you will be charged as if bringing a pet if your day visitors bring a pet to the property. 

Arrival and Departure - Arrival and departure times vary according to accommodation and are published on our website during the booking process and are in your arrival instructions pack.

  • You do not normally have to meet us when you arrive as keys are generally kept in key safes at the properties. In these cases, late check-ins are acceptable so long as you do not disturb other guests or local residents. 
  • If you wish to request an early check-in or late check-out please arrange directly with the owner of the property.
  • If you do not contact us and you have not arrived at the property by noon on the day following the holiday start date we will treat your holiday as having been cancelled by you and you will not be entitled to any refund.

Your Responsibilities - You must look after the property. This means you must keep all furniture, fittings and effects, (inside or outside the property) in the same state of repair and condition as at the start of the holiday. You must leave the property in the same state of general order in which you found it.

If you break these conditions the Owner/Caretaker can make an additional cleaning charge and/or make a claim against you for repair or loss as a result of damage caused. The owners reserve the right to hold a security deposit. You are expected to show due consideration for other people, including but not limited to, other guests, local residents and our staff. If you abuse the property or display rude, dangerous or offensive behaviour towards the Owner/ Caretaker or another third party, the Owner/ Caretaker can refuse to allow you possession of the property or ask you to leave the accommodation before the end of the holiday. If this happens we will treat your holiday as having been cancelled by you and you will not be entitled to any refund.

In the same way, if the Owner/ Caretaker reasonably believes you are likely to act as above they can proceed as detailed above.

Please note that the property has a maximum occupancy and that you cannot extend this by inviting friends to camp, bring tents, sleep on sofas, or bring campervans. No camping is allowed, as often this breaches planning regulations at the property. Owners reserve the right to ask all guests to depart if maximum occupancy numbers are exceeded.

If you have special requests or needs you are responsible for telling us at the time of booking, although we cannot guarantee that any special requests will be met, and failure on our part to meet any special request will not constitute a breach of contract. It is your responsibility to satisfy yourself that the property you are booking is completely suitable for your needs.

Once you have received the Holiday Confirmation you must check it thoroughly. Please note that if a particular requirement is not specified on the Holiday Confirmation or Listing details, it is not provided. Unfortunately, we are unable to accept any bookings that are specified to be conditional on the fulfilment of a particular request. Such bookings will be treated as 'standard' bookings subject to the above provisions on special requests. If you have a medical problem or disability that may affect your holiday please tell us before you confirm your booking and follow up with details in writing at the time of booking. If we feel unable to properly accommodate the particular needs of the person concerned, we reserve the right to decline or cancel your booking.

Any queries about your booking, after you have received your Holiday Confirmation, should be made through the online contact form on your booking or by emailing us quoting your booking reference number.

Access - You must allow the Owner/ Caretaker, or anyone representing us (and any workman who needs to carry out repairs or maintenance) access to the property at any reasonable time during your holiday.

Dissatisfaction - Your holiday enjoyment is important to us. We think it is fair that your reasonable holiday expectations should be met. If they are not, it is equally fair that you provide a chance for them to be put right before you come home. It is impossible to investigate problems of a transient nature (property preparation/ cleanliness or heating for example) unless you raise them during your holiday. Tell us about your problem and give us a chance to help. If you wait until you get home before telling us of your difficulties, then, unfortunately, we cannot accept any liability. NOTE - WE DO NOT DEAL WITH COMPLAINTS AFTER DEPARTURE.

Prices - All prices are in UK pounds sterling. We will not enter into negotiation about our price list, specifically the fact that our retail prices may be changed up or down while you are deciding on your holiday dates, or after you have booked or taken a holiday. 

Deposit – The deposit is calculated at approximately 25% of the direct holiday costs (base cost, extra guests, pets) + the Service Fee and Refund Protection (if selected) + any charity donation. The total of the deposit will represent under 50% of the holiday value  - the actual % varies according to holiday value, but is typically in the range of 35>45%). Holidays which commence within 56 days of being booked are paid in full at the time of booking. 

Personal Details - We require some of your personal details when making a booking in order that we can communicate with you in regards to your holiday. We take reasonable steps to ensure the security and privacy of your personal data. We require a correct address in order to safeguard your payment card against fraud. We require a correct and valid email address as ALL payment reminders and our arrival instructions are sent by email. We will not generally call or write to you unless there is a specific problem that requires us to do so. When you give us your email address we may add it to our mailing list. You are under no obligation to remain on this list and we will provide instructions on how to remove yourself in every email we send. You can read our Privacy and Cookies policy here.