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Terms and Conditions

Booking Terms and Conditions

Your reservation is a legally binding contract and by making a reservation you are agreeing to comply with our Terms and Conditions as set out below.

Contract of hire:

The hiring contract shall be between the hirer and the owners of the Customs House Loft (hereafter called CHL) and shall be deemed to be made subject to these Booking Conditions. The Contract of Hire is not effective until CHL despatches to the Hirer written confirmation of a booking. The hiring contract confers upon the Hirer the right to occupy the property for a holiday only and that no right to remain in the accommodation exists after the date of the holiday, as stated in the Booking Form within the meaning of section 9 of the Rent Act 1997.


For all new bookings as of 1st November 2018, a non-refundable deposit of 30% of the total cost of the accommodation is required at the time of booking with the balance due 8 weeks before the date of arrival.  Please note that we do not send reminders for the balance.  Non-payment of the balance by the balance due date will entitle CHL to treat the booking as a cancellation and they will endeavour to re-let the property.  For bookings made within two calendar months of the arrival date, full payment is required at the time of booking. Provisional bookings are held for 48 hours during which time confirmation of the booking is required by payment of either the 30% deposit or full payment.


Payments can be made by bank transfer or by credit/debit card, either on our website or over the phone to the gallery. We do not accept American Express. Bookings are not currently subject to a booking fee.


Cancellations must be in writing to CHL.  In the event of a cancellation every effort will be made to re-let the property in which case 50% of the full payment made will be refunded to you. If however, the property is not re-let, you are liable for the full cost. Changing bookings from one week to another after the booking has been made may incur a £50 fee and changes cannot be made within 8 weeks of the date of arrival. We strongly recommend taking out holiday insurance to cover you if you are unable to take the holiday for any reason.


We shall not be liable to you or any member of your party for any harm, loss or damage to person or property arising from the letting.

Changeover days:

Changeover day is a Friday. Out of season, short breaks may be available, please call to enquire about any late availability.

Arrival & Departure times:

In order that the property can be thoroughly cleaned and prepared for the next arrival, departure time is 10am with arrival being from 4pm. The CHL has a key safe, and you are given the code for the safe to release the door key on receipt of full payment, so you can arrive at any time after 4pm.

Number in the Party:

You must inform us of the number of people staying in the property and at no time must this exceed the number given on the booking form. An over-occupancy fee will be charged if this occurs and CHL reserves the right to refuse admittance if this condition is not observed. Not more than six day visitors to a property are permitted without the prior written consent of the Company which reserves the right to require payment of a refundable breakage’s deposits in such circumstances.

Personal Belongings:

Vehicles, baggage and personal belongings are at the Hirers risk at all times. No responsibility will be accepted for loss or damage to any belongings or its contents.


Well behaved dogs are welcome in the CHL. An additional charge of £20 per dog is made and we request that they are not allowed in the bedrooms or on the furniture and that all trace of them is removed from the property at the end of the holiday.


We shall be allowed access to the property at a reasonable time for essential maintenance work. It is hoped that this will be by prior arrangement.


The property has electric thermostatic wall heaters in all rooms as well as a wood burner in the lounge. A complimentary basket of kindling and logs is provided and further logs can be requested from the gallery below at a charge of £5 per basket.

The Property:

The Customs House Loft has a unique position on the first floor of the historic Customs House, above the Customs House Gallery, with a bird’s eye view of the harbour and out to sea. 

We try to ensure that the property is heated and aired constantly but retains its inherent character. Any queries regarding the condition of the property, the accommodation afforded or the facilities available must be taken up with CHL within 48 hours of arrival so that any necessary action may be taken. No action in this regard will be entered into after the holiday has finished.

Care of the Property:

The hirer is responsible for looking after the property during the holiday and leaving it in a clean and tidy condition. Any breakages or damage must be reported to CHL at the gallery below and paid for. Where excessive cleaning is required, or damage beyond normal wear and tear has occurred a charge will be made. To facilitate this, we require the credit/debit card details of the person making the booking. These will remain on file until after the letting when they will be removed.

Property owner’s rights:

CHL reserves the right to refuse any booking and also cancel any booking already made, if in its absolute discretion it considers this to be necessary (e.g. fire, flood). CHL will return to the Hirer the deposit paid and any other sum paid to the Owners by the Hirer.


All bed linen and towels are provided but we suggest that you bring your own beach towels. If you have young children in your party, please also bring waterproof mattress protectors.

Travel Cots & Highchairs:

One travel cot, one stairgate and one highchair can be provided, but they must be requested at the time of booking. Linen and bedding for travel cots is not provided.

Lost Property:

Please make every effort to ensure you remove all your clothing and belongings at the end of your holiday. We will return items to you on receipt of full payment for the postage required. Items not claimed after 28 days will be disposed of.


While every effort has been made to ensure that the representations contained on this website and in all advertising are made in good faith, neither they nor any oral representations made by employees or representatives of CHL will create liability on the part of CHL. Please bear in mind that the property is an old, traditional building with narrow stairs and steps between rooms so do take extra care until you have the measure of them. Granite, salt air and paint do not work well together, so despite a constant maintenance programme you may find paint flaking. Likewise, in an older property, damp patches may appear after wet weather due to the construction of the building.


Prices as published are held for the current year. Every effort is made to ensure the pricing information on the website is correct but CHL reserve the right to amend prices quoted due to omissions and errors.  Prices for subsequent years should be verified with CHL.


There shall be no liability for any claim arising from the act, omission or neglect or default of the Owners, its representatives unless proved to be done with intent to cause damage or recklessly and with knowledge that loss or danger would probably result. CHL has no authority to waive or modify these Conditions other than in writing.


Any complaint must be made at the time so that it can be investigated and remedied as soon as possible. Complaints will not be accepted or dealt with after the holiday.

Matters Beyond Our Control:

These include local happenings that may occur at any time, e.g. nearby building work or invasion by pests. CHL does not accept responsibility for any matter beyond their control or for the effects any works may have on your enjoyment of the property. This does not affect your statutory rights. We will always endeavour to ensure that advertised services such as broadband are working but in the unfortunate event of a breakdown no refund will be due.

Privacy Policy

Who we are

Our website address is:

What personal data we collect and why we collect it

When visitors leave comments on the site we collect the data shown in the comments form, and also the visitor’s IP address and browser user agent string to help spam detection.

An anonymised string created from your email address (also called a hash) may be provided to the Gravatar service to see if you are using it. The Gravatar service privacy policy is available here: After approval of your comment, your profile picture is visible to the public in the context of your comment.


If you upload images to the website, you should avoid uploading images with embedded location data (EXIF GPS) included. Visitors to the website can download and extract any location data from images on the website.

Contact forms

By default, WordPress does not include a contact form. If you use a contact form plugin, use this subsection to note what personal data is captured when someone submits a contact form, and how long you keep it. For example, you may note that you keep contact form submissions for a certain period for customer service purposes, but you do not use the information submitted through them for marketing purposes.


 If you leave a comment on our site you may opt-in to saving your name, email address and website in cookies. These are for your convenience so that you do not have to fill in your details again when you leave another comment. These cookies will last for one year.

If you have an account and you log in to this site, we will set a temporary cookie to determine if your browser accepts cookies. This cookie contains no personal data and is discarded when you close your browser.

When you log in, we will also set up several cookies to save your login information and your screen display choices. Login cookies last for two days, and screen options cookies last for a year. If you select “Remember Me”, your login will persist for two weeks. If you log out of your account, the login cookies will be removed.

If you edit or publish an article, an additional cookie will be saved in your browser. This cookie includes no personal data and simply indicates the post ID of the article you just edited. It expires after 1 day.

Embedded content from other websites

Articles on this site may include embedded content (e.g. videos, images, articles, etc.). Embedded content from other websites behaves in the exact same way as if the visitor has visited the other website.

These websites may collect data about you, use cookies, embed additional third-party tracking, and monitor your interaction with that embedded content, including tracing your interaction with the embedded content if you have an account and are logged in to that website.


In this subsection you should note what analytics package you use, how users can opt out of analytics tracking, and a link to your analytics provider’s privacy policy, if any.

By default, WordPress does not collect any analytics data. However, many web hosting accounts collect some anonymous analytics data. You may also have installed a WordPress plugin that provides analytics services. In that case, add information from that plugin here.

Who we share your data with

By default WordPress & The Customs Loft House does not share any personal data with anyone.

How long we retain your data

If you leave a comment, the comment and its metadata are retained indefinitely. This is so we can recognise and approve any follow-up comments automatically instead of holding them in a moderation queue.

For users that register on our website (if any), we also store the personal information they provide in their user profile. All users can see, edit, or delete their personal information at any time (except they cannot change their username). Website administrators can also see and edit that information.

What rights you have over your data

If you have an account on this site, or have left comments, you can request to receive an exported file of the personal data we hold about you, including any data you have provided to us. You can also request that we erase any personal data we hold about you. This does not include any data we are obliged to keep for administrative, legal, or security purposes.

Where we send your data

Visitor comments may be checked through an automated spam detection service.

Your contact information

Our nominated Data Protection Office is John Winterton and contact details are: or 01326 569365