Booking Terms & Conditions
The booking terms and conditions clearly describe the booking policies and procedures and clarify the contractual relationship between you and the owner of the property.
It is important to read these booking terms and conditions. We appreciate that it might be tempting to skip, but these form part of your engagement with us and respectfully ask that you read them.
Booking Terms and Conditions
These Booking Terms and Conditions set out the basis on which bookings are arranged through Your Devon Escape. Please read them carefully before making a booking.
In these terms:
- “we”, “us”, “our”, “agent” means Your Devon Escape
- “owner” means the legal owner of the holiday property identified in the booking confirmation
- “property” means the holiday accommodation identified in the booking confirmation
- “guest”, “you”, “your” means the person making the booking and all members of the booking party
- “booking” means the reservation for the property as confirmed in writing
By making a booking, you confirm that you have authority to accept these terms on behalf of all members of your booking party.
- Basis of booking and contractual relationship
1.1 Agency status
Your Devon Escape acts solely as a disclosed booking and payment collection agent for the owner of the property.
1.2 Contract for accommodation
The contract for the provision of accommodation is strictly between you and the owner of the property. Your Devon Escape is not a party to that accommodation contract unless expressly stated otherwise in writing.
1.3 Role of the agent
Our role is limited to marketing the property, administering the booking process, collecting and remitting monies on the owner’s behalf, providing pre-arrival information, and acting as an intermediary in communications between you and the owner.
1.4 Payments received by us
All monies paid by you to us in respect of a booking are received by us as agent for the owner unless expressly stated otherwise.
1.5 Property details
The property booked is only the property specified in the booking confirmation and cannot be substituted for another property except by agreement with the owner or where these terms provide otherwise.
1.6 Booking request and acceptance
Submitting a booking request does not mean that the booking has been accepted. A booking is only accepted once:
- the required deposit or full payment has been received; and
b. a written booking confirmation has been issued.
1.7 Formation of contract
Once the booking is confirmed, a binding contract for accommodation is formed between you and the owner, with Your Devon Escape acting only as agent.
1.8 Online Travel Agent bookings
Where a booking is made through an Online Travel Agent or third-party platform, that platform’s payment and cancellation rules may also apply. To the extent of any conflict, the relevant third-party platform terms shall take precedence in relation to payment handling and platform procedures.
1.9 Booking references
We will assign a booking reference and ask that you quote it in all correspondence.
1.10 Occupancy limits
Each property is subject to a strict maximum occupancy stated in the listing and booking confirmation. By making a booking, you confirm that:
- you will not exceed the maximum number of occupants, including infants and children, unless prior written consent is obtained;
b. you understand that exceeding the occupancy limit may invalidate insurance and create safety risks; and
c. the owner reserves the right to refuse entry or terminate the stay without refund where there is a material breach of occupancy limits.
1.11 Arrival and departure
You must arrive and depart on the dates and within the times stated in the booking confirmation unless otherwise agreed in writing. Additional reasonable charges may be made for late departure.
1.12 Images and descriptions
Photographs, floorplans, descriptions and other marketing materials are provided in good faith and are intended to give a fair overall impression of the property, but individual items, décor, views, furnishings, equipment and layout may change from time to time.
- Changes to these terms or to your booking
2.1 Changes to these terms
We may revise these terms where reasonably necessary to reflect changes in law, regulation, payment processing, business operations, or for other valid commercial reasons.
2.2 Notice of material changes
If we make a material change to these terms that affects an existing confirmed booking, we will give reasonable written notice. Where the change materially disadvantages you, you may request cancellation and any refund due will be determined under these terms.
2.3 Changes requested by you
If you wish to request a change to your booking, please contact us. Any change:
- is subject to the owner’s agreement;
b. may incur an administration charge of up to £25; and
c. may result in a revised accommodation price.
2.4 Cancellation by you
If you wish to cancel before the stay begins, clause 9 applies.
- Provision of accommodation and guest obligations
3.1 Duration of stay
The owner agrees to provide the accommodation for the dates shown on the booking confirmation, subject to these terms and any property-specific conditions.
3.2 Property-specific conditions
Access to and use of the property is subject to any property-specific rules or house rules provided before or after booking. Where there is any conflict, the property-specific rules take precedence for that property.
3.3 Complaints during the stay
If you consider that the property is not as booked or there is a problem during your stay, you must notify us as soon as reasonably possible and in any event within 24 hours of discovering the issue, so that the owner has an opportunity to investigate and, where appropriate, remedy the matter.
3.4 Opportunity to remedy
Neither the owner nor we will be liable for any issue that could have been resolved during the stay if you failed to report it promptly or denied reasonable access for inspection or remedial action.
3.5 Non-payment
If sums due have not been paid in accordance with these terms, the owner may refuse access to the property and/or treat the booking as cancelled.
3.6 Pets
Pets are only permitted where stated in the listing, booking confirmation or property-specific terms. Additional pet charges may apply.
3.7 Pet obligations
Where pets are permitted, you agree:
- not to bring more pets than authorised;
b. to keep pets under control at all times;
c. not to leave pets unattended unless expressly permitted;
d. to keep pets off beds and soft furnishings unless expressly permitted; and
e. to clean up after them inside and outside the property.
3.8 Smoking and vaping
Smoking and vaping are prohibited unless expressly stated otherwise.
3.9 Utilities, broadband and services
Where broadband, hot tubs, pools, EV charging, heating systems or other amenities are provided, these are offered in good faith but cannot be guaranteed to be uninterrupted, error-free, or available at all times due to maintenance, repair, weather, utility interruptions, or circumstances beyond reasonable control.
3.10 Care of property
You must take proper care of the property and its contents and leave them in substantially the same condition as at the start of your stay, fair wear and tear excepted.
3.11 Breach of rules
A serious or repeated breach of these terms or any property-specific rules may entitle the owner to refuse entry or terminate the stay without refund.
3.12 Maintenance and older properties
Reasonable efforts are made to ensure that equipment and services are in working order. However, breakdowns can occur and older, rural or heritage properties may have quirks or characteristics including damp, insects, variable internet performance, uneven surfaces, narrow stairs or other limitations consistent with the age and style of the property.
3.13 Hot tubs, pools and higher-risk facilities
Use of pools, hot tubs, saunas, gyms, games equipment, open fires, wood burners, ponds and similar facilities is entirely at your own risk except where loss or injury results from proven negligence of the owner or, separately, proven negligence of the agent.
3.14 Neighbourly conduct
You must behave in a considerate manner and must not cause nuisance, disturbance, obstruction or annoyance to neighbours or adjoining occupiers.
- Security deposit and damage recovery
4.1 Security deposit
A security deposit or pre-authorisation may be required against damage, breakages, loss, excessive cleaning, missing items, key loss, rule breaches or misuse of facilities. Where applicable, the deposit administration provider will be identified in the booking process.
4.2 Use of deposit
The owner may claim against the security deposit for reasonable costs arising from your breach of these terms or damage caused during the stay.
4.3 Insufficient deposit
If the loss exceeds the security deposit held, the owner may recover the balance from you and we may assist the owner in administering that claim.
4.4 Disputes
Where you dispute a proposed deduction, we may provide relevant evidence and seek to facilitate resolution, but the underlying claim remains between you and the owner.
- Price and payment
5.1 Price
The price of the accommodation and any additional charges will be as stated at the time of booking and in the booking confirmation.
5.2 Methods of payment
Payment may be made by the payment methods made available during the booking process.
5.3 Currency
Payments must be made in the currency shown on the booking.
5.4 Taxes
VAT may apply to some charges where legally chargeable. Where VAT is chargeable, it will be shown or included as required.
5.5 Deposit
Unless otherwise stated, a deposit of 30% of the accommodation price is payable at the time of booking.
5.6 Balance due date
The balance is due 6 weeks before the arrival date unless the booking was made within 6 weeks of arrival, in which case full payment is due at the time of booking.
5.7 Failure to pay
If the balance is not paid by the due date, the owner may treat the booking as cancelled. We may attempt to collect authorised sums due and may charge a reasonable administration fee of up to £25 where permitted.
5.8 Age requirement
The lead guest must be at least 18 years old.
- Consumer rights
6.1 Statutory rights
Nothing in these terms excludes or limits any rights you may have under applicable consumer law against the party legally responsible to you.
6.2 No exclusion for our own fault
Nothing in these terms excludes liability of Your Devon Escape for losses directly caused by our own negligence, fraud, fraudulent misrepresentation, or other liability that cannot lawfully be excluded.
- Liability of Your Devon Escape
7.1 Agency limitation
Because we act only as disclosed agent for the owner, we are not responsible for the owner’s acts, omissions, defaults, cancellation decisions, refusal of access, failure to perform the accommodation contract, or the condition, suitability, legality or safety of the property, except to the extent that loss is directly caused by our own breach of duty as agent.
7.2 Our own fault
If we are directly at fault, our liability to you shall be limited to losses that are a foreseeable result of our own breach of these terms or our own negligence.
7.3 Excluded losses
To the fullest extent permitted by law, we are not liable for indirect or consequential loss, loss of enjoyment, loss of profit, loss of business, travel expenses, or alternative accommodation costs arising from the owner’s default or from events outside our control.
7.4 No liability for guest property
Neither we nor the owner accept responsibility for loss of or damage to your personal belongings, vehicles or valuables unless caused by proven negligence.
7.5 Nothing excluded
Nothing in these terms excludes or limits liability for death or personal injury caused by negligence, fraud, or any liability that cannot legally be excluded.
- Events outside our control and owner non-performance
8.1 Events outside our control
We will not be liable for delay or failure in performing our agency services where caused by events beyond our reasonable control.
8.2 Meaning of events outside our control
These events may include, without limitation: severe weather, flood, fire, epidemic, pandemic restrictions, governmental action, war, civil disorder, utility failure, telecommunications failure, transport disruption, industrial action, local works, and acts or omissions of third parties outside our reasonable control.
8.3 Owner non-performance
For the avoidance of doubt, where the owner cancels, refuses access, withdraws the property, or otherwise fails to provide the accommodation, that is a matter of owner non-performance under the accommodation contract between the owner and guest.
8.4 Our role where the owner does not perform
Where owner non-performance occurs, our role is limited to:
- notifying the parties;
b. attempting to obtain the owner’s position;
c. using reasonable endeavours to assist in identifying alternative accommodation if requested; and
d. passing on to you any refund, credit or other sum that we actually recover from the owner for you,
unless we expressly agree otherwise in writing.
8.5 No independent refund obligation by agent
Except where Your Devon Escape is itself at fault, we do not assume any independent obligation to fund, advance or underwrite refunds, compensation, alternative accommodation or travel costs where the owner fails to perform.
8.6 Alternative accommodation
If requested, we may try to identify alternative accommodation, but we are not obliged to do so and cannot guarantee availability, price, location, suitability or equivalence.
- Cancellation by you
9.1 Cancellation procedure
If you wish to cancel, you must notify us in writing. Your notice will take effect when received by us.
9.2 More than 6 weeks before arrival
If you cancel more than 6 weeks before arrival, the owner may agree to refund sums paid, less:
- any non-refundable charges clearly identified at booking;
b. any administration fee of at least £25; and
c. any costs reasonably incurred and not recoverable.
9.3 Less than 6 weeks before arrival
If you cancel less than 6 weeks before arrival, you will remain liable for up to 100% of the total booking price, subject to the owner’s right to attempt re-letting and any legal duty that may apply to avoid double recovery.
9.4 Booking fee and administration charges
Any booking fee or administration charge identified as non-refundable remains non-refundable unless the law requires otherwise.
9.5 Insurance
You are strongly advised to take out suitable travel and cancellation insurance at the time of booking.
9.6 Cancellation due to our fault
If you cancel because Your Devon Escape has materially breached its own obligations as agent, you will not be liable for charges arising solely from that breach.
9.7 Cancellation after the stay has started
Once the stay has started, you may only seek early termination where:
- the owner is in material breach of the accommodation contract;
b. we are in material breach of our obligations as agent; or
c. a legal right to terminate otherwise applies.
9.8 Epidemic or government restriction
If government restrictions in force at or very close to the arrival date legally prevent the stay from taking place, we will notify you of any refund, rebooking or credit position confirmed by the owner.
9.9 Refund source on cancellation
Any refund due in connection with the accommodation price is payable by the owner. Where we hold refunded monies from the owner, we will pass them on to you within a reasonable time.
- Cancellation by the owner or by us as agent
10.1 Owner cancellation before arrival
The owner may cancel before arrival where the property becomes unavailable, unsafe, unfit for occupation, double-booked, withdrawn from letting, or affected by circumstances preventing the stay from proceeding.
10.2 Notification
If the owner cancels, we will notify you as soon as reasonably practicable.
10.3 Refunds following owner cancellation
Where the owner authorises or makes available a refund, we will pass that refund on to you. Unless we are ourselves at fault, we are not separately liable to pay any refund not received by us from the owner.
10.4 Alternative accommodation
If requested, we may seek alternative accommodation on the owner’s behalf or at your request, but we do not guarantee that an alternative will be found or that it will be comparable in location, price or standard.
10.5 Cancellation for guest breach
The owner may refuse entry or terminate the stay without refund where you materially breach these terms, including but not limited to over-occupancy, unauthorised pets, smoking, nuisance, unlawful activity, property damage or abusive behaviour.
- Complaints and dispute handling
11.1 Contact during the stay
If you have a complaint during your stay, you must notify us promptly so the owner has a fair opportunity to investigate and, where appropriate, remedy the matter.
11.2 Escalation after departure
If the issue remains unresolved, you should write to us within 14 days of departure with full details and supporting evidence.
11.3 Intermediary role
We may, as a goodwill measure only, assist communications between you and the owner in an effort to resolve disputes. However, unless the issue arises from our own fault as agent, we are not the decision-maker on the owner’s substantive liability to you.
11.4 No arbitration obligation
Any assistance provided by us in resolving disputes is voluntary and does not make us liable for the outcome or require us to fund any settlement.
- Contact details and notices
12.1 Contacting us
If you have questions, complaints or notices, you may contact us at:
enquiries@yourdevonescape.co.uk
12.2 Written notices
Where these terms require notice in writing, email is sufficient.
- Guest responsibilities at the property
13.1 Leaving the property
You must leave the property clean, tidy and in substantially the same condition as found on arrival.
13.2 Rubbish and recycling
You must dispose of rubbish and recycling in accordance with the property instructions. Reasonable charges may be made for excess rubbish or incorrect disposal.
13.3 BBQs and specialist equipment
If you use a BBQ or any specialist equipment, you must leave it in a clean and safe condition.
13.4 Damage reporting
You must report any loss, damage or breakage during the stay as soon as possible.
13.5 Nuisance complaints
If the owner, housekeeper, neighbour, property manager or agent is required to attend due to avoidable nuisance, unreasonable conduct or breach of house rules, reasonable call-out or associated costs may be charged.
13.6 External factors
Neither the owner nor the agent is responsible for noise, works, activity or nuisance arising outside the property boundary and outside their reasonable control.
13.7 Departure on time
You must vacate the property no later than the agreed departure time.
- General terms
14.1 Property access information
Access information and digital guidebooks may contain sensitive security-related details. You must keep such information confidential and not share it outside your booking party.
14.2 Assignment
We may transfer our rights and obligations under these terms to another business. This will not affect your legal rights.
14.3 Third-party rights
The owner may enforce any term of this agreement that benefits the owner. Except as stated, no other person has rights under these terms.
14.4 Severability
If any provision is found unlawful or unenforceable, the remaining provisions shall remain in effect.
14.5 Waiver
If we delay in enforcing any right, that does not waive that right.
14.6 Governing law and jurisdiction
These terms are governed by English law. The courts of England and Wales shall have non-exclusive jurisdiction, save that consumers resident in Scotland or Northern Ireland may also bring proceedings in their home jurisdiction where applicable.
14.7 Marketing consent
Where you have provided us with correspondence details you agree to give us consent to receive marketing, you may opt out at any time. Your marketing preferences do not affect your booking.
Booking confirmation statement
By making this booking, you confirm that:
- you are over 18 years of age
- you are authorised to accept these terms on behalf of all members of your party
- you understand that the accommodation contract is between you and the owner
- you understand that Your Devon Escape acts only as disclosed booking and payment collection agent for the owner
- you agree to comply with the property-specific rules and these Booking Terms and Conditions
These Booking Terms and Conditions were updated on 18 March 2026 and replace all previous versions.