UK Club Site Policies till 15th Jan 2014

General

These policies cover all sites, whether the site is exclusive to members or not. They apply to all sites, except in special circumstances, where they may be altered or added to by local rules, made necessary for good management or because of agreements, planning consents, etc. entered into by The Camping and Caravanning Club (the Club). These policies are supplementary to the member’s undertaking, signed by members when joining the Club, and to the Club’s Code for Campers.

Management

a Empowerment for all aspects of Club site Operational Management lies with the HSMs (Holiday Site Managers) or; in their absence, another Holiday Site team member.


b Compliance with Club Site Policies is a condition of membership for members and a condition of site usage for both members and non-members. Instances of non-compliance may be reported to Membership Services and consequential action may include the termination of membership and prohibition of the use of Club Sites or other services.


c All members, non-members, their children and guests must conduct themselves at all times with due regard to the health and safety of themselves and others.


d Any person in breach of these policies could be asked to leave the site as a consequence by a member of the Holiday Site team.


e The use of threatening behaviour and/or foul and abusive language will not be tolerated and will result in the offender being asked to leave the site by a member of the Holiday Site team.


f Trading

i Touting and commercial advertising is not allowed, no advertising notices should be displayed on a unit.

ii Trading is not allowed on site, unless agreed with a member of the Holiday Site team.

iii Customers can post classified adverts on the website under Members Classified, charges may apply.

iv A firm’s car or van, which has the firm’s name and description on the sides, is acceptable at sites.

The Booking

a Advanced booking is advised during High Season and Bank Holiday periods.


b During High Season and Bank Holidays and on some sites at other times, booking a set minimum number of nights is required. Refer to ‘Your Place in the Country’, ‘Your Big Sites Book’ or the Club website for more information.


c An accurate unit size along with any ancillary equipment Customers intend to use during their stay (awning, pup tent, toilet tent etc.) are required as part of the booking.

d Specific pitches cannot be reserved.


e When booking in advance, an expected arrival time should be provided so we can plan for your visit. Any camper expecting to arrive after 8pm will also be asked to call the site closer to the arrival date in order to make specific personal arrangements .


f Pitches will usually be held until 11pm of the day of arrival. Where a booking is not taken up by this time it will be considered cancelled, unless prior arrangement has been made with the site.


g Larger units, both in length and width, will be accommodated where possible. It is the Customer’s responsibility to ensure they have informed the Club Site of the unit size to ensure a suitable pitch is available. Where it is possible to accommodate a larger unit, additional fees may apply.


h Any unit with rigid sides is classed as a caravan.


i On a member-only site up to four non-members (adults and/or children) may be included in a members’ party provided the non-members camp in the member’s unit, with the member present.


j On a member-only site during low season periods a non-member unit may be included in a member’s party on one introductory visit of not more than three nights and on payment of the non-member fees.


k Units can be occupied at a site for up to 28 consecutive days. This limit may be less at certain times at The Club’s discretion.


l Club Sites are to be used predominantly for recreational camping, however, at the discretion of the HSM some Customers may stay on site, in a conventional unit, whilst working in the local area.


m Sleeping in private cars or vans with side and rear windows is allowed on Club sites, provided the vehicle has specially designed internal sleeping accommodation such as fully reclining seats and fitted curtains. A tent attachment for changing purposes must be erected.


n Customers are advised that requirements for disabled guests should be discussed with the Site prior to booking to check for availability that can meet both the needs and expectations.


The Welcome

a Pitches are available from 12 noon.


b Admission to the site is at the discretion of the HSM or; in their absence, another Holiday Site team member.


c On arrival Customers should make contact with a Holiday Site team member and pay pitch fees in advance.


d In the interests of security, day visitors (members and non-members) must report to a Holiday Site team member immediately on arrival at site. Entry and the subsequent parking will be at their discretion.


e Vehicles on site must have a current and valid road fund licence displayed.


f Drivers of vehicles, including motorcycles, must hold a full current driving licence to drive on Club sites.


g Backpackers wherever possible will be accommodated. A backpacker is defined as a camper who arrives on site by foot, bicycle or canoe, but not any form of motorised vehicle.

The Check-In

a Members must produce their current membership card to check in to the site.


b When calculating pitch fees required for payment the Holiday Site team member will endeavour to give the Customer the best deal applicable to the booking.


c In the event of poor ground conditions a pitch may not be available. The HSM will endeavour to advise the customer in advance should this occur but no responsibility can be accepted if this is not possible.


d Customers must familiarize themselves with the site’s fire regulations and fire fighting equipment and its location as soon as they arrive on site.


e The Club has a non-smoking policy in all site buildings.


f Any Customer 55 or over wishing to take advantage of the age concession rates must in the first instance present their membership card with a ‘proof of age document’ (passport or driving licence etc.) to be stamped.


The Pitching

a On arrival a pitch may be chosen from those remaining of the type you have booked. The Holiday site team member will do their best to accommodate preferences, however, management and safety issues also have to be met. Customers are therefore required to abide by the guidance given when pitching.


b The Customer will be shown to their pitch by a Holiday Site team member.


c The six metre rule. Units excluding guy ropes must be 6m apart from adjacent units. This is a precaution against fire.


d It is a requirement that the unit (along with any ancillary equipment) fits within the confines of the pitch whilst maintaining the 6m rule. If this cannot be achieved the Customer may be required to purchase an additional pitch (if available) or remove the ancillary equipment.


e Toilet tents may only be erected within the confines of the pitch.


f All loose equipment needs to be stored within the confines of the Customer’s unit.


g It is the responsibility of Customers to ensure the mains electrical cable from the hook-up point to their unit and the unit’s installation are safe. All units should be protected by a residual current device (RCD). For tent campers, this should be incorporated into a purpose-made mains supply unit designed for tent camping conditions.


h Vehicles on site should be parked at right angles to a slope where possible.


i Vehicles can be parked between units, provided that 3m clear space is left within the 6m gap.

The Experience

a It is important for Customers to respect and protect the Club sites by working in harmony with neighbours, the local community, the environment and by observing and respecting each other’s privacy. Maintaining high standards on Club sites is of paramount importance and members’ involvement is fundamental to our success and the conservation of the countryside.


b In certain circumstances Customers may be required to change pitch or take down gazebos or awnings during their stay. If this is required a full explanation will be offered and a Holiday Site team member will advise accordingly.


c The transfer or sub-letting of pitches is not allowed. The HSM may show discretion towards family members.



d Unit

i Prior consent must be obtained by the Customer, from the HSM if they intend leaving their unit unoccupied over night. A current, contactable mobile phone number should be left with the HSM. This will not be accommodated on specific sites due to the risk of flooding. The HSM will advise.

ii Customers are allowed to fit hitch and/or wheel clamps to their units whilst camping on site.

iii The launching and storage of jet skis is not allowed on Club Sites.


e Fire

i Barbeques must be purpose-built and portable, standing clear of the ground. There must be no possibility of damage to the ground. Only fuels for the specific use on barbeques should be used.

ii Campfires are not permitted.


f Pets

i Pets are welcome on site but the Owners are responsible for the behaviour of their animals.

ii We do not allow on site any breed of dog listed under the Dangerous Dogs act 1991.

iii No animal is allowed to be loose on site and must be kept on a lead no longer than 2m.

iv Proprietary pet cages are only allowed within the confines of the unit including an awning.

v Pets should be exercised in the areas provided; where available or off site.

vi Owners must ensure that their pets do not foul the site and are responsible for cleaning up after them.

vii If it is deemed a pet is creating a nuisance or causing disturbance to others, their owner will be asked to remove them from site.

viii With the exception of guide dogs, pets are not allowed in the toilet block or other buildings.


g Recreation

i Designated recreational areas are indicated on site; where available. Ball games, frisbee, cricket and any games that may interfere with the enjoyment of others are not allowed in the vicinity of units.

ii For safety reasons the flying of model aircraft and kites is prohibited.

iii Use of the facilities such as play areas are the responsibility of the user.


h Noise

i Noise must be kept to a reasonable level at all times so as not to disturb the enjoyment of others.

ii All Club Sites are closed from 11pm to 7am during which time noise should be kept to a minimum.

iii Generators may be used at the discretion of the HSM who will advise of the most appropriate running times. Customers may be asked to refrain from using them if they cause a disturbance


i Sanitation

i Servicing chemical toilets must only be done at a Chemical Disposal Point, using water from that source.

ii To avoid possible damage to sewerage systems we support the use of bio-degradable chemical fluids that do not affect the natural bacterial balance within the system.

j Rubbish should be recycled wherever possible. If recycling facilities are unavailable on site then a Holiday Site team member will be able to advise on the nearest recycling centre.


k Children

i It is the responsibility of parents and guardians to ensure children are supervised at all times, whilst on site. Special consideration should be given to the use of toilet blocks, play areas and around lakes and streams.

ii Young people from the ages of 12 up until their 18th birthday are eligible for membership of the Club’s Youth Section. More information can be found at campingclubyouth.co.uk


l Vehicles

i Vehicle movement is prohibited between 11pm and 7am.

ii Vehicle drivers, motorcyclists and cyclists are required to adhere to the Site’s 5mph speed limit and follow any one way system in place.

iii All cycles should have appropriate lighting if used at a time when it would be required.

iv Essential repairs can be carried out so that an unserviceable vehicle can leave site, however, general maintenance and servicing is not allowed.

v Discretion will be shown to allow vehicle and/or unit washing, providing it can be done discreetly in an area indicated by a Holiday Site team member.

The Departure

a Pitches should be vacated by 12 noon on the day of departure. If the pitch is not required immediately, Customers may stay until 5pm in consultation and agreement with a member of the Holiday Site team.


b Pitches should be left clean and tidy on departure.


c If a customer leaves a unit or other property at a site without paying or prior arrangement, the Club shall be entitled to make such arrangements as it may deem fit for the removal or storage of such property. The expense of such storage or removal shall be charged to the Customer. In the event of the Customer failing to pay such an account within 14 days of an account being rendered, then the Club may make such further arrangements as it may deem fit to dispose of the property to reimburse itself for out-of-pocket expenses and to recover any unpaid fees due.


d Any cause for complaint must in the first instance be addressed with a member of the Holiday Site team. If in the unlikely event that the complaint cannot be resolved on site then it should be addressed for the attention of the Customer Services Team, UK Club Sites Department, Greenfields House, Westwood Way, Coventry CV4 8JH.

Responsibility

The Club accepts no responsibility whatsoever for loss or damage to persons or property arising out of the use of a site or its facilities.

Alteration of Site Policies

a From time to time the Committee may amend the above policies.

b A current full set of Club Site Policies is available at every Club site.


c Key policies are displayed at selected locations on Club sites.

Lost Property

All items of lost property will be retained for one calendar month.

a Items not claimed after this period will be donated to a local charity or church close to the site, this includes any monies.


b Any items that are not of use to any of the local charities will be disposed of.


c Anything where the owner is readily identifiable will be either directly returned to the owner if still on site or contacted by phone if possible. If it is not possible to contact the owner the items will be passed to the police.


d Owners are responsible for the cost of reclaiming their goods.

The following items are excluded from this policy:


e Credit or Debit cards. Reported to the card issuer. The card issuer will then advise what further action is necessary.


f Items where there is any suspicion of danger to employees or to the public. The police will be contacted immediately in such circumstances for advice.


g Unclaimed perishable goods are disposed of the following morning.


h Any item that has clearly been abandoned.


i Where items of property are claimed the claimant should be expected to provide a description of the items lost. The claimant must sign for all items claimed and record their full name and address.

Voucher Policy

The Camping and Caravanning Club issues promotional vouchers through various channels to reward existing members or to encourage non-members to try our sites and join the Club. This policy applies to all vouchers issued by the Club that do not have full terms and conditions stated on the actual voucher.


1. Only one promotional voucher can be used per visit to a Club Site; this amount will be deducted from the site fee for that visit. The only exception to this rule is the Complementary Camping voucher, which can be used in conjunction with another promotional voucher.


2. Vouchers can only be used as part of a minimum of two night stay. If it is a free night voucher and the booking is made over two seasons the free night voucher will apply to the lower priced night.


3. *Please note the Introduce a Friend Recruiter Voucher is no longer based on being part of a minimum two night stay for redemption. Individual sites may have additional booking conditions so please check www.campingand caravanningclub.co.uk for details.


4. No cash alternative will be offered for any voucher.


5. The value of a voucher or offer can only be redeemed against any outstanding amount payable over and above the deposit amount paid in order to secure a booking. No change will be given against any voucher in the event that only part of its redeemable value is required for the completion of a transaction.


6. Lost or stolen vouchers cannot be replaced.


7. If the voucher has an expiry date and is not redeemed before that date it cannot be exchanged for cash or any other benefits.


8. Promotional vouchers cannot be redeemed against new membership or renewal.


9. Change or monies will not be given if the face value of the voucher is in excess of the required amount of the booking.


10. No photocopies will be accepted and the Club reserves the right to reject any voucher should it not appear genuine.


11. A deposit must be paid to secure an advanced booking, even if a voucher will subsequently be used. Please refer also to the terms of our refund and cancellation policy.


12. Vouchers are only valid for use on UK Club Sites listed in the most recent ‘Your Place in the Country’ or ‘Your Big Sites Book’.


13. The Club reserves the right to cancel and/or amend vouchers at any time. Please see the Club’s website for current policy details.


14. Please note that vouchers cannot be used in conjunction with any other offer.


Refund, cancellation and amendment policy

Introduction – This version of our refund, cancellation and amendment policy replaces all previous versions of the policy and features a number of changes from previous versions. All refunds, cancellations and amendments will be dealt with in line with this policy. When we refer to “you” or “your”, we mean the camper or member of our organisation.

Bookings for touring pitches


1. Advance booking deposits. We will charge you a deposit of 25 per cent of the total cost of a booking (with a minimum charge of £25) at the time you make your booking. If the total cost of the booking is less than £25, we will charge the full cost at the time you make the booking.


2. Cancelling your booking. You cannot cancel your booking through the Club’s website. If you cancel the booking more than seven days before it is due to start, we will refund your deposit in full. You can cancel your booking through our Contact Centre or with the Site direct. If you cancel your booking, for any reason, seven days or less before it starts, we will not refund your deposit.


3. If you do not turn up (‘no shows’). If you do not turn up at a site you have made a booking for by 11pm on the first day of the booking (without letting the site know more than seven days beforehand), we will treat you as having cancelled the booking and you will not be entitled to a refund of your deposit.
Note: If you believe that your arrival will be delayed beyond 8pm on any evening, it is important that you call the Site in order that the HSM can ensure there is someone available to greet you at the later hour.


4. Refunding camping fees on site.

If you arrive on the site and pay in full for the period you plan to stay, but you are not happy with any part of the site and want to leave within 24 hours of arriving, we will offer you a choice of one of the following:

A transfer to another of our sites, subject to pitch availability (except Damage Barton), so that you can continue your holiday elsewhere using the camping fees you have already paid but not used.

Or

A full refund of unused camping fees.

Note: If an overnight stay has been completed, either the fees for one night, or the minimum booking period, will be retained by the site and must apply. In these cases, the site must handle the matter direct.


5. If you decide to leave a site early. If you leave the site early for any reason (including the weather, unless we class the conditions as being too severe to camp), we will keep any unused fees and you will not be entitled to a refund.


6. Sites with unsuitable camping conditions. If adverse circumstances, for example flooding, result in the Club cancelling your booking at any time, a full refund of your deposit or unused camping fees will be made. If the site needs evacuating in an emergency situation and there is insufficient time to process a refund on site, you will be contacted as soon as possible after the evacuation in order for the refund to be arranged.


7. Making amendments (changes) to advance bookings. For seasonal sites that are only open during the holiday season, you can make any amendments to your booking either through the internet or the Contact Centre before the site opens, as long as more than seven days’ notice before the date your booking is due to start is given.
For sites that are open all year round (or once the seasonal sites are open), you can make amendments through the internet or the Contact Centre or by contacting the site direct, as long as more than seven days’ notice before the date your booking is due to start is given. If you want to make amendments seven days or less before your booking starts, you must contact the site direct. Whether it can meet your needs depends on site specific considerations, such as pitch availability. This applies only to making amendments to an existing booking. You cannot completely change the dates you booked, as this would constitute a ’cancellation’ with less than seven days’ notice, and any new dates as a completely separate booking.


Bookings for storage and seasonal pitches

You can find details of all available schemes in a separate leaflet enclosed with this brochure. We will charge you full fees for storage pitches at the time you make your booking. For a seasonal pitch, you can either pay in full at the time you make your booking or split the payment into two instalments.

Our Sites Department will initially handle bookings for storage and seasonal pitches. However, from a date in April each year (published on the application form), the sites themselves may take responsibility for handling the bookings, although any amendments, cancellations and refunds will go through our Headquarters team.


Cancelling storage or a seasonal pitch

If you cancel a booking for storage or a seasonal pitch giving more than 14 days’ notice before the start of the booking we will refund the fees you have paid, less an administration charge of £35. If you cancel your storage or seasonal pitch giving less than 14 days’ notice, or it is cancelled once the season is under way, a refund cannot be provided.


Self-catering bookings

The Sites Department at our Headquarters will manage all self-catering bookings. To make an advance booking for a self-catering property, you will need to pay a deposit of £100 per week at the time you make the booking. You will need to pay the rest of the balance 28 days before your booking begins.


Cancelling a booking for a self-catering property

To cancel your booking, you will need to give notice to The UK Sites Department at Club Headquarters. If we receive this notice 28 days or more before the date your booking starts, we will refund all the money you have paid, except the deposit. If we receive the notice less than 28 days before the date your booking starts, we will keep the deposit and charge you 50 per cent of the full amount for the accommodation. If we receive the notice less than seven days before the date your booking starts, we will be unable to offer a refund.


Making amendments to self-catering bookings

Our Headquarters will deal with any amendments you want to make to your booking for a self-catering property, including making changes to dates and locations. Whether we accept your amendments depends on which properties are available and when. You will also need to pay an administration fee of £10.


Security deposit

When you book a self-catering property, you will need to pay a security deposit of £100. As long as we do not have to replace or repair anything or do any extra cleaning during or as a result of your stay, we will refund the security deposit to you. If you cause any damage, we will keep the security deposit until we have carried out any repairs that are needed. If the repairs cost less than £100, we will refund the amount left over after taking off the repair costs. If the repairs cost more than £100, our Headquarters will give you an invoice to cover the extra costs.


Meet/Group bookings

You can get details of how to make a meet booking from our Sites Department. You will need to pay a £35 deposit for each meet booking you make. The Sites Department at our Headquarters will handle all deposit payments. When you arrive, the meet steward responsible for the booking will be responsible for ensuring that the balance of fees owing for the booking are paid to the Holiday Site Manager. If you need to cancel a meet, you must give our Headquarters notice, in writing, at least seven days before the date the meet starts to qualify for a refund. If you cancel less than seven days before you arrive, we will not refund your deposit.


Exceptions

Exceptions to The Camping and Caravanning Club’s standard refund and cancellation policy cannot be pursued or resolved directly with a site or by telephone, and there are no guarantees that any requests for special consideration outside the normal policy can be met. However, should you believe that there is a reason for an exception to be made to our standard refund and cancellation policy, the matter must be referred in writing to the UK Club Sites Department at Club Headquarters for individual consideration.


General

By making a booking, you agree that this refund, cancellation and amendment policy will apply to your booking.

General

By making a booking, you agree that this refund, cancellation and amendment policy will apply to your booking.