Terms & Conditions

Hartland House Terms & Conditions and Privacy Policy  2018

Privacy Policy 

At Hartland House Spa, your information is only used to provide you with the requested services, including treatments and products available. The correct medical information given is necessary in order for your appointment to take place and this information is only used with staff at Hartland House Spa. Your information will never be passed on, other than your basic details which include your name, contact number and what service you have booked on our booking system, Salonlite. All information is filed and stored in a securely locked location that only our staff have access to.

We have special offers running throughout the year so we would like to contact you with the relevant information on these offers. We do also send confirmation emails with details of your booking.

As a business, by law we are only able to keep basic details such as your name, contact number, date of birth, email address, address and medical details for a minimum of 7 years. After this time, your details will be securely destroyed.

If you believe any of your given information that we hold for you to be incorrect, it is your right to request to see the information in order for it to be corrected.

If you decide to unsubscribe, your details will be removed immediately and you will no longer receive any emails from Hartland House Spa.

Spa treatment cancellations

If you wish to cancel or change your appointment/spa day or afternoon then we require at least 48 hours notice.  Cancellations or changes up to 48 hours before your booking carry no charge, however within 48 hours of your booking the full amount will be payable. Please see below for more information on spa bookings.

Security Deposit

A Security Deposit payment for large groups (9 or more people) is required at the same time as the outstanding balance of your booking.  When booking Hartland House a security deposit of £250 will be due. When booking Hartland House plus Peter Rabbit, a security deposit of £400 will be due. Prices for any additional cottages will be provided upon inquiry/booking.
This deposit will be credited to your designated payment method once the property has been inspected and deemed left in a similar state to your arrival. Any damages, loss or expense incurred as a result of ‘your breach of these Terms and Conditions’ will be charged against the deposit. Examples of this include, but are not limited to, any breakage, damage, excess cleaning requirements, noise complaints or extra guests beyond those declared.


We reserve the right to change our prices at any time.  If payment has been made for accommodation or spa treatments then any price rises since payment will not apply to you.  However if no deposit or payment has been made, then the new charges will apply.

Breakages & damage

At the earliest opportunity, we ask that you notify us of any breakages or damage, and if anything in the property or leisure facilities are not functioning as you would expect. This gives us time to try and repair or replace the items for the rest of your stay, and to ensure that everything is in good order for the next set of guests.

Arrival and departure

Check in for the cottages are at 4pm on the day of arrival.  Departure times are at 10am on your final day with us.

Extended stay

Guests are welcome to stay on in the cottages if they wish, subject to availability, at an extra cost.  This must be booked in advance.

Leisure facilities

The facilities are available to anyone staying at Long Furlong/Hartland House.  However please be aware that glass is not allowed in any of leisure buildings.  This is for health and safety reasons.  If broken glass was to get into the pool/Jacuzzi filters, this would also result in a very expensive repair charge.  Use of the swimming pool and Jacuzzis is also prohibited if under the influence of alcohol.  The hot tub, Jacuzzi and sauna must bot be used by any child under the age of 16 – this is a government recommendation for their own safety.


All properties must be left as they were found; no large furniture should be moved.   Cleaning prior to arrival and after departure is included in the quoted price.  However if there are any stains that cannot be removed by us, then professional cleaners will be appointed and the costs will be taken from your security bond.  If you require cleaning during your stay, then our cleaning team can be employed at an additional cost.  If you have shared catering arrangements, the correct inventory must be returned to each cottage.

Further Accommodation

Tents are not allowed in the grounds, as are any other type of sleeping accommodation e.g. camper vans, sleeping in cars etc.  There are a number of good local B&Bs that we can recommend.

Use of Facilities

The leisure facilities are available to guests who are staying on site or guests who have purchased a Spa Day or Afternoon package.  Please note that if you are a non-resident then facilities cannot be used with just a treatment booking – a full package must be purchased.  Facilities are also not to be used by friends of guests who are not staying on site, unless they have purchased a Spa Day or Afternoon package.

Spa Treatment Booking

Our full list of beauty treatments is available to all residents and non-residents.  Treatments must be paid for in full when booking and all bookings must be made at least two weeks prior to your arrival. Our therapists do not work regular hours, they are called in for when appointments are made, and due to our rural location must travel a distance to reach us.  Because of this we have a minimum 2hr call out time.  All treatments are subject to availability.

Maximum Capacity

Additional temporary beds or sleeping on sofas etc is prohibited. Under no circumstances must occupancy exceed the maximum number of people as stated for your property. The owners, at their discretion, reserve the right to refuse or revoke, without refund, any booking or terminate occupancy if you do not respect these terms and conditions of hire.

Payment & confirmation of accommodation booking

A deposit of 25% of the total tariff is required to secure the reservation. The full deposit is required, a part payment will not secure your booking. If we do not receive your deposit within the required timescale, we reserve the right to put the property back on general availability. The balance of payment is due 6 weeks prior to your arrival date, along with a Security Bond for larger groups (9 or more people). We do not send a reminder. If payment is not received by the required time, we reserve the right to release the property.


Are inclusive of VAT, at the current rate, and include heating, electricity, bed linen, towels (not cot linen or pool/beach towels) and use of all the published facilities.

Holiday Cancellation

Should you cancel your holiday 6 weeks or more prior to the start of your holiday we will retain the booking deposit (25% of the total).  However if we can re-book your cottage/s then your deposit will be refunded less a £50 administration fee.  Should you cancel your holiday within 6 weeks of the start date of your holiday, your balance of payment remains payable. We strongly recommend you arrange holiday cancellation insurance to cover any such eventuality. Any liability arising from the cancellation of your holiday by the owners, for whatever reason, is strictly limited to the total sum paid to us by you.


Long Furlong/Hartland House is a non-smoking complex.


I’m afraid that we do not allow pets at Long Furlong/Hartland House.

Consideration for others

Guests are requested to respect the peace and safety of everyone on and off site.  Noise after 10pm must be kept to a minimum to be considerate to neighbours.

Owner Access

The owners reserve the right to enter your property for inspection if they consider it necessary.  Please also be aware that the owners will also be on site occasionally during your stay to carry out essential property maintenance e.g. cleaning of the pool and communal areas.


All facilities and grounds here are unsupervised and unattended. Use is entirely at your own risk. It is the parent or guardian’s responsibility to supervise the safety and conduct of children at all times whilst on site. We do not accept any responsibility resulting from failure to do this. Do not leave children unattended whilst using, or in the vicinity of, the swimming pools, hot tub or sauna, nor leave them unsupervised whilst using the outdoor play areas. When using the swimming pools, all children under the age of 16 much be attended by an adult, who can swim. Take care in wet weather, or after heavy morning dews, as the grounds, children’s play area and decking can become slippery. Any accidents on site must be reported to the owners immediately after they have occurred.

Fire safety

When using the open fire, log burners, or barbeques, ensure that the fire is safely out when you leave the property and/or go to bed. Please use a fireguard where appropriate. Never leave a fire unattended.


Please turn off all the lights whenever leaving the property and ensure that nothing is left unnecessarily on stand-by mode. Turn off fully all taps and showers after use, especially after use by younger children. Please respect the countryside and local wildlife, and do not leave any litter behind.

Forgotten/lost property

If we find any personal belongings left behind we will hold onto these for 14 days. If not claimed after this time, this property will be disposed of. If you request the return of your property within this timescale, we will normally post it back to you. If these items are exceptionally heavy or bulky, we may ask you to pay for the return postage or request that you make your own arrangements for the collection of such items.


We hope that you enjoy your holiday with us. However, if you do have a complaint about any aspect of your stay at Long Furlong/Hartland House this must be raised with the owners as soon as possible and before the end of your holiday, so that we can try to resolve the matter for you, where reasonable, and time permits. In the unusual event that you are unable to locate anyone in person, please telephone us on 01237 441337 and leave a message on the answer machine.