Clear terms for a considered stay.

1. About these terms and the parties

These terms apply to consumer bookings made directly through Roffe's for holiday accommodation in the United Kingdom. They do not apply to a booking made through Airbnb, Booking.com, Vrbo or another booking channel, whose accepted booking terms and cancellation policy will apply.

Roffe's Ltd, 34 Langley Road, Durham, DH1 5LR, arranges and administers each direct booking as the disclosed agent of the property owner or other accommodation provider identified in the booking confirmation (the Provider). Roffe's is not the accommodation provider and does not enter into the accommodation contract as principal.

Your accommodation contract is with the Provider. Roffe's is authorised to communicate, collect and return payments, administer changes and cancellations, and deal with deposits, claims and complaints on the Provider's behalf. Roffe's remains responsible for the proper performance of its own obligations as booking agent.

These terms, the booking confirmation, the property listing and any property-specific rules supplied before booking form the agreement. A clearly stated property-specific term takes priority where it differs from these general terms.

2. Making a booking

The lead guest must be at least 25 years old when the booking is made, have authority to book for everyone in the group and ensure that they comply with the agreement. The lead guest is responsible for providing complete and accurate contact, guest and booking information.

A request is not a confirmed booking until the initial payment has cleared and Roffe's has issued written confirmation on the Provider's behalf. Please check the confirmation promptly and tell us immediately if anything is wrong.

The booking is personal to the lead guest. It must not be sold, transferred or advertised without prior written agreement. The accommodation is provided for a temporary holiday stay only and does not create a tenancy or other right to remain after check-out.

3. Price and payment

The total price and all mandatory charges will be shown before you commit to the booking. Optional extras, including pet charges, are added only where selected or agreed and will be shown separately before payment.

• 20% of the total booking value is payable when the reservation is made;
• the remaining balance is due 30 days before check-in; and
• the full amount is payable immediately where a booking is made fewer than 30 days before check-in.

If a payment is not made when due, Roffe's may contact you and give a reasonable opportunity to pay. If payment remains outstanding, the Provider may treat the booking as cancelled by you and apply section 5. This does not affect any other rights available under the agreement or law.

4. No general cooling-off period

The statutory 14-day cooling-off right for many distance contracts does not normally apply to accommodation booked for specific dates. Your cancellation rights are therefore the rights set out below, together with your statutory rights.

5. If you cancel

Cancellation is effective when your clear instruction is received at bookings@roffes.uk and acknowledged in writing by Roffe's. Until then, the booking remains active. The time remaining is measured between receipt of the request and the scheduled check-in date and time.

A cancellation exactly 90 days before check-in falls into the 20% band. Exactly 30 days falls into the 20% band. Exactly 14 days falls into the 50% band.

Fair adjustment following cancellation

The percentages above are the maximum initially retained, not a penalty or an entitlement to recover more than the Provider's genuine net loss. Roffe's will take reasonable steps to re-let the dates. If re-letting, avoided costs or other savings mean the net loss is lower, the excess will be refunded after the position can reasonably be calculated.

Net loss may include a shortfall in the replacement booking price and reasonable, evidenced payment, remarketing or administration costs caused directly by the cancellation, less income recovered and costs saved. The Provider will not recover twice for the same loss. If the amount already paid is less than the applicable genuine net loss, the balance remains payable, subject to the maximum percentage above and applicable law.

Refunds are normally returned through the original payment method. Bank and payment-provider processing times are outside Roffe's control. We strongly recommend suitable travel insurance covering cancellation, illness, transport disruption and the needs of everyone travelling.

6. Amendments, transfers and credits

You may request a change by contacting Roffe's, but changes depend on the Provider's approval and availability. Roffe's does not charge an administration fee for an accepted amendment, although any increase in accommodation price or selected extras remains payable.

A date transfer or credit is not automatic and cannot be used solely to avoid a cancellation charge. Any agreed transfer or credit will be confirmed in writing with its value, deadline, applicable dates, price difference and revised cancellation terms.

7. If the accommodation cannot be provided

If the Provider cannot supply the booked property, Roffe's will contact you as soon as reasonably possible and offer, where practical, suitable alternative accommodation or dates. You do not have to accept an alternative that is materially different.

If no suitable alternative is available or you reasonably decline it, all amounts paid for the unavailable accommodation will be refunded. This does not limit any additional remedy you may have under consumer law. Roffe's and the Provider will not be responsible for a failure caused by events outside their reasonable control to the extent permitted by law, but this does not remove your right to an appropriate refund where the contracted accommodation is not provided.

8. Arrival, departure and occupancy

Check-in and check-out times appear in the booking confirmation and guest portal. They must be respected so the property can be prepared and inspected properly. Early arrival or late departure is permitted only when confirmed in writing.

Only the number of overnight guests confirmed on the booking may stay, and occupancy must never exceed the property's stated maximum. Tell Roffe's promptly if the guest list changes. The lead guest must remain part of the staying group unless a change is agreed in writing.

Children and anyone requiring assistance must be appropriately supervised. Before booking, please ask about accessibility or suitability requirements that are important to your group.

9. Gatherings and conduct

Reasonable birthday and celebratory gatherings among the booked guests are welcome unless the property listing or property-specific rules say otherwise. A gathering involving outside visitors, suppliers, amplified entertainment or a scale beyond ordinary residential holiday use requires written approval before booking or before arrangements are made.

You and your group must:

• respect neighbours, quiet hours, parking arrangements and local restrictions;
• not cause persistent or excessive noise, nuisance, harassment or antisocial behaviour;
• not smoke or vape inside the property;
• not use fireworks, smoke machines or similar equipment unless expressly approved in writing;
• not use the property for illegal activity, unapproved commercial activity or commercial photography; and
• follow reasonable safety, security, refuse and departure instructions.

A serious breach may require visitors or guests to leave and may end the stay without a refund, but only where the response is reasonable and proportionate to the breach. The Provider may recover its resulting evidenced loss.

10. Pets and assistance dogs

Pets are accepted only where the property permits them and they are included in the booking. The charge is £50 per pet per stay, with a maximum of five pets, subject to any lower property-specific limit disclosed before booking.

Pets must be supervised and kept under reasonable control. Guests must follow the property's pet rules and are responsible for pet-related damage or additional cleaning beyond normal use.

Assistance dogs are not treated as pets and no pet fee is charged for them. Please tell us before arrival so that Roffe's and the Provider can discuss any reasonable adjustments or practical arrangements with you.

11. Card pre-authorisation, damage and additional costs

A payment card pre-authorisation may be required before arrival. The amount will be disclosed before booking or in the booking details before it is taken. A pre-authorisation temporarily reserves available funds; it is not a charge. Release times after departure depend partly on the card issuer.

The lead guest is responsible for reasonable, evidenced loss caused by the group, visitors or pets, including damage beyond fair wear and tear, missing items, replacement keys, avoidable call-outs and additional cleaning required because these terms or the property rules were breached. No amount will be charged merely as a penalty.

Where practical, Roffe's will explain the claim and provide supporting information before a charge is taken. The pre-authorised amount does not cap liability for a greater evidenced loss, and any unused authorisation will be released after the departure inspection as soon as reasonably practicable.

12. Looking after the property and using amenities

Please treat the property, its contents and grounds with care, lock it when unattended and report damage, defects or safety concerns promptly. Do not attempt repairs or alter equipment without approval except where immediately necessary to prevent injury or greater damage.

Follow the instructions supplied for hot tubs, pools, saunas, fires, barbecues, play equipment, EV chargers and other amenities. Children must be supervised around water, heat, fire, roads, animals and play equipment. Availability can be affected by maintenance, weather or faults; report an issue promptly so there is a reasonable opportunity to investigate and remedy it.

Personal belongings remain the guest's responsibility. Use any safe, security measure or designated storage provided and take suitable travel insurance.

13. Problems and complaints

Please report a problem as soon as it arises using the contact details in the booking confirmation or guest portal. This gives Roffe's and the Provider a fair opportunity to investigate and, where possible, put matters right during the stay.

Formal complaints should be sent to bookings@roffes.uk, quoting the booking reference, property, dates and the outcome sought. Roffe's will acknowledge the complaint, investigate it with the Provider and respond without undue delay. This does not affect your statutory rights.

14. Responsibility and statutory rights

The Provider is responsible for supplying the accommodation with reasonable care and skill and as described, subject to reasonable minor differences and information clearly given before booking. Roffe's is responsible for its own services as disclosed booking agent.

Nothing in these terms excludes or restricts liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or any other liability or consumer right that cannot lawfully be excluded.

Subject to that protection, neither Roffe's nor the Provider is responsible for losses that were not reasonably foreseeable when the contract was made, business losses arising from a consumer booking, or disruption outside their reasonable control. You remain responsible for taking reasonable care for your own safety and following instructions, but agreeing to these terms does not mean accepting a risk caused by another party's negligence.

15. Privacy

Roffe's and the Provider use booking information to arrange and deliver the stay, process payments, provide guest support, protect the property and meet legal responsibilities. For more detail, read the Roffe's privacy policy and cookie policy. The Provider's privacy information may also apply where it independently determines how personal information is used.

16. General

If a court finds part of these terms unlawful or unenforceable, the remaining terms continue to apply. A delay in enforcing a right does not waive it. No person other than the guest, the Provider and Roffe's as disclosed agent may enforce this agreement, except where the law provides otherwise.

The accommodation contract is governed by the law of the UK jurisdiction in which the property is located. Its courts will have jurisdiction, without depriving a consumer of any mandatory protection or right to bring proceedings elsewhere that applicable law provides.

The version accepted when the booking is made applies to that reservation. A later update will not retrospectively change a confirmed booking unless the change benefits you, is required by law or is agreed with you.

17. Contact

The booking confirmation and guest portal provide the contact details to use during a stay. Emergency services should always be contacted first where there is immediate danger.