Cancellation

Book with confidence – understand our cancellation policy

Cancellation terms for bookings made from 11 September 2023

Bookings placed from 11 September 2023 will be treated based on the reason for the cancellation, the length of time between cancellation and your holiday, and our ability to re-let the property, as follows:

Your inability (or the inability of any, some or all of your intended occupants) or disinclination to travel to and stay at your hired Cottage for any reason, (including – but not limited to – illness (including Covid), a requirement or recommendation to self-isolate or quarantine, a call to jury duty, incarceration, change in personal or work circumstances, family emergencies, travel delays, vehicle breakdown, and delays with public transport), remain at your risk and do not give rise to a right to cancel or to receive a refund unless we re-let the property, other than according to the sliding scale below. You are strongly recommended to take out UK travel insurance to cover these eventualities. If you choose not to take out UK travel insurance then you accept responsibility for any loss that you may incur due to your cancellation.

Refunds

All refunds will be subject to deduction of a non-refundable administration fee of £100 to cover our costs and third party costs related to the cancellation and remarketing (these costs include our admin costs, re-marketing costs, bank fees, accounting fees and agency fees or commission payments).

A cancellation charge will be made based on the number of days notification of cancellation given by the person making the booking to Kernock Cottages, and whether the cottage is re-let for the period of the cancelled stay. Kernock Cottages will apply the scale shown in the table below to determine the amount of the refund payable to you. If the cottage is not re-let, this will be a percentage of the total cost of the holiday.  If the cottage is re-let, the amount refunded will be the rebooking value (which may be less than you paid) less the non-refundable administration fee of £100. For the purposes of this Condition, the total cost of the holiday shall include any extra items ordered by the Holidaymaker.

Part Cancellations – If any person(s) in your party needs to cancel, this will not affect the total cost of your booking and no refund can be made. In addition, no refunds are payable in the event that you cut short your stay.

Refunds for cancellations more than 6 weeks out will be made within 3 working days of the date of cancellation, which must be in writing (by email). Refunds for cancellations made less than 6 weeks out will be made within 3 working days of the earlier of the rebooking date, or the start date of the holiday (as the refund amount will depend on the rebooking value).

Travel Insurance

We strongly recommend that you take out your own travel insurance for UK holidays which covers booking cancellations, and especially the Lead Guest*. If you choose not to, then you accept responsibility for any loss that you may incur due to your cancellation. This is available at very affordable rates and gives you the peace of mind that you will get your money back if you need to cancel your holiday.

*Lead Guest is defined as the person who makes the booking and the payments to Kernock Cottages, and whose name appears on all the booking forms.

Definitions

Cancellation by You

Cancellations must be immediately notified to us and confirmed in writing, complete with the reason for cancellation.

Cancellation by Us

If we (Kernock Cottages) have to cancel your booking for any reason, including a Force Majeure event, meaning any of the following circumstances which may hinder or prevent the performance by us of the Contract, you will be refunded in full.

(a) acts of God, flood, drought, earthquake or other natural disaster;

(b) epidemic or pandemic;

(c) terrorist attack, civil war, civil commotion or riots, war, threat of or preparation for war, armed conflict, imposition of sanctions, embargo, or breaking off of diplomatic relations;

(d) nuclear, chemical or biological contamination or sonic boom; (e) any law or any action taken by a government or public authority, including without limitation imposing a restriction, prohibition, or failing to grant a necessary licence or consent;

(e) collapse of buildings, fire, explosion or accident;

(f) any labour or trade dispute, strikes, industrial action or lockouts;

(g) non-performance by suppliers or contractors; and

(h) interruption or failure of utility service, and the period of closure covers your booking

Covid Refund Guarantee

It is reassuring to know that if you are unable to travel to take your holiday because of a national or regional Covid lockdown, we will give you a full refund. Please note that the refund guarantee applies only to the address given at the time of booking being put in a regional lockdown, and when the travel restriction coincides with the period of your holiday. Please also note that this applies only to the address given on the booking by the Lead Guest*, and does not apply if an unidentified party member at a different address is unable to travel due to local lockdown. The refund guarantee covers lockdowns and Tier restrictions, but does NOT cover you (or members of your party) for being unable to travel because you (or a member of your party) fall ill with Covid, or are required to quarantine or self-isolate. These events can be covered by you choosing to take out personal travel insurance.

Bookings prior to 11 September 2023

The remaining sections on this page refer to previous cancellation and refund terms and conditions that have been superseded. Recent changes have been made due to the withdrawal by Cancel Cover of their insurance policy. These sections are kept here purely for reference. Cancellation terms prior to 9 January 2021 are also available upon request by email to stay@kernockcottages.com. 

Bookings place on or between 1 September 2022 and 10 September 2023

We have adopted the Cancel Cover insurance policy that is added to every booking. This provides you with a refund of up to 85% of the booking value (see below for the terms that apply) should you need to cancel your booking for any reason other than pandemic, epidemic, terrorism, war, or coronavirus illness* up to 2 days from the commencement of your booked stay.

*We are not able to cover you (or members of your party) for being unable to travel because you (or a member of your party) fall ill with Covid or are required to quarantine or self-isolate – see Travel Insurance section below.

Cancellation Terms for Bookings Placed after 1 September 2022 (The CancelCover policy changed on 1 September 2022)

Cancelling up to 60 days prior to arrival date

If you cancel earlier than 60 days before your check-in date, we will refund your deposit minus a booking fee which is 15% of the full cost of your accommodation.

Cancelling between 60 and 2 days prior to arrival date

If you cancel between 60 and 2 days of your check-in date, you will be refunded 85% of what you have paid, leaving a booking fee which is 15% of the full cost of your accommodation.

Cancelling within 2 days of your arrival date

If you cancel within 48 hours of 5pm on the day of arrival, you will not be entitled to a refund. If the cottage gets rebooked at this short notice, we will refund you the rebooking charge less a booking fee of 15% of the full cost of your accommodation.

Example: for a check-in on Saturday, you could cancel on the previous Thursday before 5pm and be reimbursed, but not later on Thursday, on Friday (1 day prior) or on Saturday (day of check-in).

Part Cancellations – If any person(s) in your party needs to cancel, this will not affect the total cost of your booking.

In addition, no refunds are payable in the event that you cut short your stay.

Refunds for payment for cancelled bookings will be released back to the cancelling guest at the latest within 2 weeks of cancellation.

Cancellation Terms for Bookings Placed after 16 December 2021 and up to 31 August 2022

Cancelling up to 60 days prior to arrival date

If you cancel earlier than 60 days before your check-in date, we will refund your deposit minus a booking fee which is 5% of the full cost of your accommodation.

Cancelling between 60 and 2 days prior to arrival date

If you cancel between 60 and 2 days of your check-in date, you will be refunded what you have paid, minus a booking fee which is 5% of the full cost of your accommodation.

Cancelling within 2 days of your arrival date

If you cancel within 48 hours of 5pm on the day of arrival, you will not be entitled to a refund. If the cottage gets rebooked at this short notice, we will refund you the rebooking charge less a booking fee of 5% of the full cost of your accommodation. (For bookings made between 16/12/21 and 20/08/22 ONLY, if you cancel within 2 days of your check-in date, we will refund you 10% of your total booking, if the cottage is not rebooked, as per our cancellation policy at the time of your booking).

Example: for a check-in on Saturday, you could cancel on the previous Thursday before 5pm and be reimbursed, but not later on Thursday, on Friday (1 day prior) or on Saturday (day of check-in).

Part Cancellations – If any person(s) in your party needs to cancel, this will not affect the total cost of your booking.

In addition, no refunds are payable in the event that you cut short your stay.

Refunds for payment for cancelled bookings will be released back to the cancelling guest at the latest within 2 weeks of cancellation.

Previous Cancellation terms for bookings made before 16 December 2021 (and since 9 January 2021)

The remaining sections on this page refer to previous cancellation and refund terms and conditions that have been superseded and improved by the Cancel Cover described above. These sections are kept here purely for reference. Cancellation terms prior to 9 January 2021 are also available upon request by email to stay@kernockcottages.com. 

Bookings placed from 09 January 2021 will be treated based of the reason for the cancellation, the length of time between cancellation and your holiday, and our ability to re-let the property, as follows:

Your inability (or the inability of any, some or all of your intended occupants) or disinclination to travel to and stay at your hired Cottage for any reason.  This includes – but is not limited to – illness (including Covid), a requirement or recommendation to self-isolate or quarantine, a call to jury duty, incarceration, change in personal or work circumstances, family emergencies, travel delays, vehicle breakdown, and delays with public transport.  These remain at your risk and do not give rise to a right to cancel or to receive a refund unless we re-let the property, other than according to the sliding scale below. You are strongly recommended to take out UK travel insurance to cover these eventualities. If you choose not to take out UK travel insurance then you accept responsibility for any loss that you may incur due to your cancellation.

Refunds

All refunds will be subject to deduction of a non-refundable administration fee of £75 to cover our costs and third party costs related to the cancellation and remarketing (these costs include our admin costs,  re-marketing costs, bank fees, accounting fees and agency fees or commission payments).

A cancellation charge will be made based on the number of days notification of cancellation given by the person making the booking to Kernock Cottages, and whether the cottage is re-let for the period of the cancelled stay. Kernock Cottages will apply the scale shown in the table below to determine the amount of the refund payable to you.  If the cottage is not re-let, this will be a percentage of the total cost of the holiday.  If the cottage is re-let, the amount refunded will be the rebooking value (which may be less than you paid) less the non-refundable administration fee of £75. For the purposes of this Condition, the total cost of the holiday shall include any extra items ordered by the Holidaymaker.

Part Cancellations – If any person(s) in your party needs to cancel, this will not affect the total cost of your booking.  In addition, no refunds are payable in the event that you cut short your stay.

Refunds for cancellations more than 6 weeks out will be made within 3 working days of the date of cancellation, which must be in writing (by email).  Refunds for cancellations made less than 6 weeks out will be made within 3 working days of the earlier of the rebooking date, or the start date of the holiday (as the refund amount will depend on the rebooking value).