Terms & Conditions

Pre-Booked Tickets

Pre-booked tickets are valid for a specific day, are non-refundable and cannot be transferred to another day. If you're stuck in traffic and are delayed, please don't worry, we'll still welcome you to the gardens.

Weather Conditions

Please look ahead at the local weather forecast as our tickets are non-refundable and non-transferable. We recommend appropriate clothing and footwear for outdoor conditions.

Force Majeure & Garden Closures

Pinetum Gardens are not responsible or liable for garden closure due to events beyond our control (a 'Force Majeure Event') or for essential maintenance, building, repair, or tree work. We'll notify you as soon as possible of a Force Majeure Event, we'll try to re-open as soon as it's safe for us to do so (and transfer your tickets to a new date).

Annual Pass Holders

Local Annual Pass Holders must bring their valid pass cards with them for presentation at the ticket office. Annual passes are non-transferable and may require photo identification. Lost passes may be replaced for an administrative fee.

Children & Supervision

All children must be accompanied by an adult at all times. Adults are responsible for the safety and behavior of children in their care throughout their visit.

Group Bookings

Group bookings for 10 or more visitors may be eligible for special rates. Please contact us in advance to arrange group visits and discuss requirements.

Deposits & Payment Terms

All bookings must be accompanied by a non-refundable deposit (25% of the total cottage rental cost).

The balance is due 28 days before the start of the holiday. If the booking is made less than 28 days before the start of the holiday, the full amount is due immediately. If you fail to pay the balance on the due date, we may hold the right to cancel your booking.

When you book, you accept responsibility for the full cost of the holiday even if you are prevented from coming due to unforeseen circumstances.

Payment Methods

You can pay the deposit or balance for your holiday by debit card or bank transfer. Please note we do not currently accept American Express.

Provisional Bookings

We regret we are only able to hold provisional bookings for 24 hours, once this time is up the room will be released for re-booking.

Cancellation & Early Departure

When the staying guests have informed us that they need to leave earlier than their original leaving date or have left the property without informing us in advance, the booking contract would seize on the date the staying guests are actually leaving and no refund would be given unless agreed in advance with the management.

We advise you to take out cancellation insurance. Please let us know straight away if you must cancel your booking so that we can release the property for re-letting. If we can re-let the property, we will only retain your deposit to cover costs. If we are unable to re-let the property, you will be liable to pay the whole balance due.

We reserve the right to refuse any booking or cancel any bookings already made (subject to refunding any money previously paid) without further liability on our behalf.

Check-In & Check-Out Times

Check-in time is 4 pm to 9 pm on the day of arrival, and check-out time is by 10 am on the day of departure. If arriving before 4 pm, then feel free to have a rest in our tearooms or have a wander round our 30 acres of gardens. Please also let us know if you will be arriving after 9 pm.

Early check-in and late check-out can be pre-arranged at £10 per hour and are subject to availability.

Additional Guests & Pets

Additional guests are welcome to stay for an extra £25 per night. We also welcome all our guests to bring their pets along, with a charge of £25 per pet per stay.

Pets are only permitted in properties by prior arrangement and payment. They must not be left in the cottage unattended or allowed on furniture or beds. No puppies under 1 year old.

Cottage Facilities & Standards

All our cottages are non-smoking. Electricity is included in the rent, as is central heating where provided. Bed linen is supplied, but please note that linen/bedding for cots is not provided. There is an inventory in every cottage and a fire safety instruction.

Guest Responsibilities

In booking you agree:

• To pay for any losses or damage to the property
• To take good care of the property and leave it in a clean and tidy condition on departure. We reserve the right to make a charge for extra cleaning if the property is not left in a satisfactory condition.
• Not to part with possession of the property or share it with people not listed on the booking form
• Not to exceed the total number of people stipulated in the property description
• To permit the owners or their agents' reasonable access to the property

Complaints

We try to ensure our cottages are prepared and presented to the highest standard, so our guests will enjoy their holidays here. If anything is missing, a problem, or cause for complaint, please let us know immediately, and every effort will be made to assist you. It is frustrating for all parties if you write after your holiday about a problem we could have solved at the time. Thank you.

Visitor Conduct

To all visitors: Dogs must be on a short lead, The management reserves the right to refuse entry to any person whom behave in a unkind, anti-social way without any refund.