Terms and Conditions

 Terms and Conditions for your booking: 1. Security Deposits 

• Security Deposits are taken on all properties. The security deposit is taken 7-10 days prior to arrival and is a preauthorisation on your credit card. If you have paid your balance by BACS, then we shall require payment of the security deposit also by BACS. Following this point your details are passed to the Property Housekeeper and in time she will contact you to discuss access to the property. 

• A Security Deposit is required to cover costs resulting from the action or inaction of the Client or a member of their party such as (but not limited to): the property being left in an unreasonable state, loss or non-return of keys, excessive or long distance telephone call charges, neglect or damage to the property, damage or loss of contents and/or, any extra or excessive cleaning costs required. 

• In the event of damages attributed to the Client or a member of their party during their stay Stuckgowan Estate shall notify this to the Client as quickly as reasonably possible together with any evidence provided by the Owner. The cost of any remedial action shall be charged to the credit card. 

• In the event that the cost of rectification for losses or damage caused by the Client or a member of their party exceeds the Security Deposit authorised amount, Stuckgowan Estate shall notify the Client of any additional amount owing. The Client is advised that the property Owner reserves the right to pursue recovery of any additional cost over and above the Security Deposit and for this reason adequate personal liability insurance is strongly recommended (See Insurance Requirements below). Should additional costs be incurred we shall provide the Clients’ contact details to the Owner to facilitate recovery directly. 

2. Cancellations & Amendments to Bookings by Client 

• A booking can only be cancelled prior to the start date of the rental. Cancellation requests must be received by Stuckgowan Estate in writing (email). 

• With a minimum of 4 months’ notice, if you want to move your booking to an alternative date this is subject to date and rate availability. The new date must be within 12 months of the date of cancellation. We require 4 months’ notice to move a booking, there is no option to move your booking after this time period. 

• With a minimum of 4 months’ notice, if you want to cancel your booking, you can also receive a credit voucher for the monies paid to date to use towards a stay in the future at Stuckgowan Estates. We require 4 months’ notice to receive a credit voucher, there is no option to take a credit voucher after this time period. The credit voucher must be redeemed within 12 months of the date of issue. 

• The deposit (33% of the total cost): Where cancellation notice is received after the deposit has been paid and before the final balance is due, the Client is still liable to pay the final balance on the due date, unless, Stuckgowan Estate have successfully re-sold the dates. 

• 100% of the total cost: Where cancellation notice is received after the balance is due and/or been paid then the Client shall be liable for the full cost of the booking. 

• Subject to application of an Administration Fee of £50 (Including VAT), wherever possible, Stuckgowan Estate will actively re-sell cancelled dates. If successful, subject to the limits above, we will return to you any monies paid less the difference between the cost of the cancelled booking and the replacement booking. 

• If Stuckgowan Estate is unable to sell any part of the cancelled period, then all monies paid will be forfeit and for this reason we strongly advise clients to obtain their own holiday cancellation insurance. 

• Stuckgowan Estate shall not repay any monies due to the Client as the result of a booking cancelled by the Client until the cancelled period has been resold. 

• Requests to change confirmed booking dates must be made in writing to Stuckgowan Estate and receipt acknowledgement to ensure receipt. We will make every effort to facilitate a booking amendment, however requests are subject to the consent of the property owner and may be declined. 

• Please also note the rental of your property is based on renting the House irrespective of the number of guests you book for at the time of making your reservation. This of course is up to the maximum occupancy we permit in each property. Should your numbers reduce, the rental rate will not reduce as you are still renting the entire property. 

• By agreeing these T&Cs the Client warrants that they will not sell or transfer the booking to another party. 

3. Cancellations & Amendments to Booking by Owner 

• It is extremely unlikely that the Owner cancels a confirmed booking. If however, for reasons beyond the reasonable control of the Owner, the property is no longer available the Owner reserves the right to cancel a booking. In this event, Stuckgowan Estate will inform the Client as soon as possible. Stuckgowan Estate may not have suitable alternative accommodation to offer, if this is the case and the cancellation does not arise from reasons of Force Majeure (see below) all monies paid by the Client will be refunded. 

• If a suitable alternative can be found the Client will be required to pay any difference in rental rates if the alternate property is of a higher price. If the rate of the alternative property is lower the Owner will refund the difference. 

4. Your Rental 

• You will be contacted by the Housekeeper of the property prior to arrival with information on directions, together with any other instructions regarding your arrival at the property. If you fail to arrive at the property, for whatever reason and are unable to contact the housekeeper and arrival has to be postponed to the following day, no refunds / partial refunds will be applicable. 

• Arrival time is 4.00pm and Departure time is 10.00am unless otherwise agreed. This is necessary to ensure the turnaround of the property. 

5. Chef or Catering Company booked 

• We have approved Chefs for each property which we are delighted to recommend and can be booked directly. You will find all their details on the web site or please ask. 

• If you choose to book your own Chef, then we have some requirements which must be adhered to and failure to do so shall result in your chef not being allowed on property – o Please advise us of the company/chef you have booked. 

o Please request they email us their insurance documents. 

o Please advise them they must bring their own knives, pots, pans i.e., all cooking equipment unless otherwise approved. 

o Please be advised there is a charge of £200 added to your rental to us a non-approved Chef/catering company. 

6. Use of Property & Your Responsibilities 

• Party Size – There are limits on the maximum number of guests that can be at a property and the number of guests at the property must not exceed those limits except with prior written agreement from the Owner. Admittance to the property may be refused or the Client may be asked to vacate the property immediately if this condition is not observed. 

• Clients may not invite additional guests to the property without first seeking authority from the Owner. Many properties have external CCTV cameras, if footage shows that more guests have entered the property than the maximum number allowed a charge maybe deducted from the Security Deposit. 

• Party members are those confirmed at time of booking. If the Client alters the party without prior request and/or if additional Clients are given unauthorized access to the property, then any additional costs incurred will be deducted from the Security Deposit. The Owner reserves the right to refuse admission to the property or to ask the Client to vacate the property with immediate effect if the Client fails to adhere to this condition. 

• Pets are permitted in our properties to a maximum of 2 dogs. Where pets are permitted, they are to be always kept under control. The Client is responsible for any damage caused by pets whether inside or outside the property. If extra cleaning is required because of a client having pets in the property, this may be deducted from the Security Deposit. The Owner reserves the right to refuse admission to the property or to ask the Client to vacate the property with immediate effect if the Client is found to have brought a pet to a property that specifically prohibits pets. 

• Pets are not permitted into bedrooms or on the furniture at any time. The Owners cannot accept responsibility for pet safety. Clients are not to leave pets unsupervised at the property at any time. 

• Clients shall dispose of pet faeces in a clean and sanitary manner. 

7. Smoking 

• All properties are non-smoking. Clients who fail to adhere to this condition may have some or all of their Security Deposit retained. 

8. Equipment and Facilities within the Property 

• Clients will adhere to any special rules and requirements relating to use of hot tubs. This is for your own safety. Failure to adhere to rules (which are found at the property) may result in a claim being made against the Security Deposit. Claims will be made for any guests that use a hot tub whilst wearing fake tan, eating or use of glasses or crockery in hot tubs. 

• It is not acceptable to move furniture within the property. If items of furniture, such as beds, tables, sofas are found to have been moved and not put back in their rightful place a charge may be made against the security deposit. 

• The Client is legally obliged to take all reasonable and proper care of the property including buildings, gardens, fixtures, fittings, furniture, pictures, and other effects in or around the property and shall leave them in the same state of repair and condition at the end of the rental period as found at the beginning. 

• In the event of any damage to property or equipment during the stay, the Client is required to notify the Owner. 

• The Client shall leave the property in a clean and tidy condition: this includes cleaning all cutlery and crockery and placing all rubbish in appropriate waste or recycling bins. Many councils will refuse to empty bins if recycled materials have not been placed in the correct bins, if caretakers are forced to separate recycling, then a charge will be made of £50.00 from the Security Deposit. It is not acceptable to leave crockery and cutlery unwashed in sinks or dishwashers, an additional charge will be deducted from the security deposit. 

• Damage to Linen and Towels will be deducted from the Security Deposit, this includes stains caused by Fake Tan, Make-Up, Blood, or any other substance that cannot be removed by regular washing. 

• Guests must not flush anything other than toilet paper down any w.c in the house. Nappies, Sanitary products, condoms, facial wipes, baby wipes etc will cause a blockage to the septic tank and this will result in a deduction for a call out fee being taken from the Security Deposit. 

• Clients will not decorate walls or woodwork with banners, balloons or pictures, any marks caused by drawing pins, sellotape or blu tac or any other product such as Fake Tan that require retouching by re-painting or partial re-painting will be deducted from the Security Deposit. 

• Guests must not consume Irn Bru inside a property. Irn Bru causes stains to carpet and furnishings, and it is not possible to remove stains. 

• We do not allow fireworks or Chinese lanterns at any property. Our properties are in rural areas where there is livestock. 

• Failure of the Client to exercise reasonable care may result in deductions being made from the Security Deposit. 

• If on departure, the Owner is dissatisfied with the condition of the property they may refuse to take a booking from the Client again. 

9. Guest Conduct 

• Noise: Doors and windows: When regulated entertainment is taking place at the premises all external doors and windows must be kept closed other than for access and egress. 

• No music should be played or external noise from 11pm 

• Boundary noise limit: To avoid nuisance to residential premises, noise emanating from the premises during occupation shall not be clearly audible at the (external) boundary of any residential premises. 

• Audible definition: If it is possible to determine where the noise is coming from and speech, lyrics, melody, or bass components are distinguishable at the monitoring point (external boundary of any residential premises). Then the noise would be considered to be clearly audible and require action to be taken. 

• Boundary noise checks: At least twice while music is being played, the person in charge shall assess the level of noise emanating from the property. This will be done at the boundary of the property. If this ‘check’ indicates a potential problem exists arising from excessive noise levels, then immediate action must be taken to reduce the noise level and a further check conducted to ensure that levels have been sufficiently reduced. 

• Bottle disposal: Disposal of waste bottles into external receptacles must not occur after 21:00 hours or before 09:00 hours on any day. 

• In the event the Owner receives a complaint with regard to noise from a neighbour or from The Police, this may result in a charge being made against the Security Deposit. 

• The party size may not exceed the total number of guests that the property is advertised to sleep. Guests also must not erect marquees or any other temporary structure within the grounds of the property. This will invalidate many property Owners liability insurance policies and Clients will be asked to vacate the property with immediate effect. The Owners will not be responsible for any damage to property supplied by a third party. 

10. Third Party Contractors 

• Stuckgowan Estate include a number of suppliers on their website and can accept no liability for any goods or services provided by these suppliers. The Client should check that they agree to the suppliers’ own terms and conditions before trading with them. 

• For any reason a property becomes unavailable for your stay, the Owner are not liable to refund costs paid out by the client to third party suppliers. 

• If you arrange for a catering company or Chef during your stay which is not one of our approved Chef’s on the web site, we must receive and view copies of their insurance prior to your arrival. 

11. Problems or Complaints 

• The Client must report any pre-existing damage noticed upon arrival within 24 hours. 

• If any issues arise during the stay the Client must contact the property housekeeper as soon as reasonably practicable for the issue to be investigated and, if required, to take any remedial action. If an issue is not reported and the Owner is denied an opportunity to investigate or rectify a problem during the stay, then the Client will have waived all rights in the matter. 

• If the Client feels that their complaint has not been resolved satisfactorily on completion of the stay, the verbal complaint is followed-up by writing to the Owner within seven days of departure from the property. 

• It is the responsibility of the Owner and the Client to resolve any disputes arising between them, including those relating to retention of the Security Deposit in whole or part. 

12. Facilities & Services 

• Interruption to services: We will make every effort to ensure that guests enjoy a peaceful stay, however we cannot guarantee or be held responsible for any failure or interruption of, services to any property, including electricity, water or any damage to telephone, sky or terrestrial TV, broadband, internet and other communications, including disruption or noise caused as a result of repair works being carried out in the immediate vicinity. Where we are made aware of such failure or interruption, we will endeavour to rectify such services within a reasonable period of time. 

• While we will make every effort to ensure the service is available at all times, we are unable to guarantee any internet or broadband connection, also where a fault is deemed to be associated with the users’ hardware or software no support will be available. We are not responsible for loss or damage to guests’ computers or software at any apartment or while connected to a network service. Guests must not use the broadband connection at the property for illegal or immoral purposes and we reserve the right to pass on any records to the authorities if required. 

13. Insurance 

• We strongly recommend that Clients should obtain insurance that at least includes cancellation cover for the value of their booking. Ideally the insurance policy will cover other eventualities such as travel and road conditions as the Owner shall not be liable for circumstances that may prevent you accessing the property (See Force Majeure, below). Clients are legally responsible for any damage caused during their stay at the property therefore we also strongly recommend that any insurance covers losses due to personal liability claims. 

• We are not responsible for the theft and/or damage of your personal belongings during your stay in any property booked. Therefore, you are advised to ensure you have appropriate insurances in place. 

14. Pricing 

• The rates we advertise are to the best of our knowledge correct at the date of publication but we reserve the right to change any rates from time to time. Prior to the booking being confirmed rates quoted are based on the rates prevailing at the time but are subject to change. Once a booking has been confirmed we will not change the rate quoted unless you amend the booking. 

• All prices quoted at the point of enquiry are valid until midnight of the day on which they were given. Prices quoted for a provisional booking are valid for 48 hours from when the provisional reservation is made. 

• After the reservation period, where we have not received a deposit, prices quoted may be subject to change. 

• Notwithstanding the above, the Owner reserves the right to amend prices quoted as a result of errors or omissions. Any changes resulting from an error or omission shall be notified to the Client as soon as possible and the Client shall be able to cancel the booking if the amended price is significantly higher than the original price quoted. 

15. Privacy Policy 

• Any personal information supplied to the Owner is used, held or stored in accordance with the Data Protection Act 1998 and GDPR Compliance 2018 

• The Owner shall only make information about you available to those involved in supplying your rental; Client name, additional guest names and addresses and Client contact details. The Owner never provides Client information to anyone else without first obtaining consent, unless we are obliged by law to disclose it. 

• Personal information provided by the Client in registering for a service will be used by the Owner in the provision of that service or to inform you about any other of our services that may be of interest. In any email communication that is not essential to the provision of the requested service the Owner will always provide the option to unsubscribe. 

• In agreeing these T&Cs the Client warrants that the property details, including the property name, address and Owner details will not be reproduced or passed onto a third party without permission from the Owner. 

• The Client agrees to not, under any circumstances, exploit for commercial purposes any photographic or moving images of the property. 

16. Force Majeure 

• The Owner cannot accept any liability or pay any compensation where the performance or prompt performance of our contractual obligations is prevented or affected by circumstances amounting to force majeure. Force majeure is any event which the Owner could not, even with all due care and attention, avoid. Such events may include war or threat of war, civil strife, natural or nuclear disaster, industrial dispute, terrorist activity, fire, adverse weather conditions, unforeseen local building or roadworks, unavoidable technical problems with transport, closure or congestion of airports or ports, cancellations or changes of schedule by scheduled airlines and all similar circumstances beyond our control. 

17. Breach of Contract 

• If any of the above conditions are breached by the Client or any member of their party, the Owner reserves the right to enter the property and request that the party leave the property with immediate effect. 

18. Law of Contract 

• This agreement is governed by Scottish law with Scottish Courts having exclusive jurisdiction. 

19. Social media 

• We encourage guests to please post their lovely pictures and positive comments on their social media accounts and tag @StuckgowanEstates #Stuckdarach #Stuckgowan or #Stucktaymore and thank you for doing so. 

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