UK Club Site Policies

Helping to ensure everyone has a great holiday

 

1. GENERAL

1.1 - This policy of the Camping and Caravanning Club Limited (“the Club”) covers all sites of the Club, whether the site is exclusive to members or not.

 

1.2 - This policy is supplementary to the member’s undertaking (signed by members when joining the Club).

 

1.3 - We ask all of our members and users of our site to comply with our policy. If you or your party do not comply with the policy we may terminate your membership and/or prohibit future use of Club sites or other services and/or ask you to leave the site.

 

1.4 - 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 Site team.

 

1.5 - Persons who are subject to the notification requirements of the Sexual Offences Act 2003 may not use any campsite operated under the control of the Club.

 

2. YOUR BOOKING

2.1 - The Camping and Caravanning Club is primarily for the purposes of recreational touring and as such, members of The Club have requested that we ensure our network of sites is being utilised for recreational touring purposes only. In view of this, the following policies are in place:

 

2.1.1 - For the following sites: Hertford, Chertsey, Kelvedon Hatch, Theobalds, Walton on Thames, Horsley, Kingsbury Water Park, Clent Hills, Wolverley, Salisbury, Devizes and Cambridge campers are not permitted to stay for more than 28 consecutive nights, or 28 nights within one calendar month, either on the same site or those listed. Should this threshold be reached, they will be required to leave the site and the network as a whole, for a period of 5 consecutive nights. During this 5-night period, campers are not permitted to leave their unit or any other belongings on site; everything must be removed ahead of a return visit.

 

2.1.2 - Where any camper is staying on the network for more than 60 nights within any 3-month period, the Club reserves the right to challenge a camper’s residential status, in the form of a valid council tax bill, to ensure they are using the network for the purpose in which it is operated.

 

2.1.3 Due to the continual monitoring of this policy, the Club reserves the right to challenge any camper’s residential status at any point, or on an annual basis, regardless of the site(s) they are staying at.

 

2.2 - Our camp sites are for recreational use only. Campers are not permitted to use the Club sites as a base for running a business, carrying out work, including the provision of driving lessons. Campers must not advertise services and goods for sale at camping events except with the permission of the Site team.

 

2.3 - At the discretion of the holiday site manager, some Customers may stay on site in a conventional unit, whilst working in the local area.

 

2.4 - If planning to use a non-proprietary camping unit, such as a converted or self-build unit, please seek approval from Customer Services before camping for the first time.

 

2.5 - 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.

 

2.6 - Sub-letting of units is not permitted.

 

2.7 - To ensure the best experience for all, we ask all of our members and users of our campsites to comply with booking policies.

 

2.8 - When making a booking for a touring pitch you agree that you are aged 18 years or over and have the authority of all persons within your party. Members of The Camping and Caravanning Club Youth Section can camp unaccompanied if they have passed the Youth Camping Test and are fourteen years or older. Bookings are not transferrable to another party. Bookings are not accepted for party events, stag or hen party groups or similar.

 

The Club reserves the right to refuse bookings should they appear unsuitable for the site or any aspect of the booking is misrepresented.

 

3. YOUR ARRIVAL AND CHECK IN

3.1 - Campers must not arrive before the published arrival time.

 

3.2 - If you are unexpectedly delayed on the day of arrival and expect to arrive after the last attended arrival time of 8pm, please call the site.

 

3.3 - So that we know you have arrived safely, all arrivals should make contact with a site team member so that we can welcome you and direct you to your pitch.

 

3.4 - Please ensure you have your membership card with you as proof of membership.

 

3.5 - On check in please make payment for the balance of your pitch fees when requested.

 

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

 

3.7 - Please familiarise yourself with any of the site's fire regulations and fire-fighting equipment and its location as soon as you arrive on site.

 

4. YOUR PITCH

4.1 - For your safety, we operate a "six metre rule" which means that units (excluding guy ropes) should be 6 metres apart from adjacent units in order to protect against fire.

 

4.2 - The unit (along with any ancillary equipment) must fit within the confines of your pitch whilst maintaining the 6 metre rule. If this cannot be achieved you may need to purchase an additional pitch (if available) or remove the ancillary equipment.

 

4.3 - Pup Tents can be used for additional sleeping purposes only, for a maximum of 2 people and must fit within the confines of the pitch.

 

4.3.1 - Combination units (e.g. motorhome and caravan, caravan and family tent) are not permitted on Club Sites unless the other unit is what we would identify as a pup tent (see above Your Pitch 4.3 for explanation on pup tents).

 

4.4 - You may park your vehicle between units, provided that 3m clear space is left within the 6m gap. Vehicles on site should be parked at right angles to a slope where possible.

 

4.5 - Ensure the mains electrical cable from the hook up point to your 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. The Club recommends you use a cable length of 25m.

 

4.6 - The Club does not permit the use of Electric Hook up splitters.

 

4.7 - Electric vehicles may be charged on site only by plugging into the camper unit, not directly into the hook up, in order to prevent potential damage to the sites electrical provision. In some circumstances during high demand this may be at the site managers discretion.

 

5. YOUR STAY ON SITE

5.1 - Any facilities on site are provided for your convenience. Please use responsibly.

 

5.2 - We want to keep our younger campers safe - if you are staying with children, please make sure they are supervised at all times. No children under the age of 18 years old are to be left unaccompanied on site.

 

5.3 - The Club considers the use of e-cigarettes the same as cigarettes and as such, all legal requirements should be adhered to in their use during your stay.

 

Pets

5.4 -There is no maximum number of pets allowed on site, we are happy to welcome well behaved pets and hope they enjoy their stay as much as you do. In the interests of safety we do ask that pets are kept on a lead of no more than 2m when outside. If a camper’s pet on site is causing a nuisance for any reason, and the camper is unable to resolve the issue, the camper can be asked to either remove the pet from site, or to leave with a refund for their remaining stay.

 

5.4.1 - Dog compounds and enclosures can be allowed on pitches, where a camper sets up screening, this would be permitted, but the pet must remain on a lead at all times. Any area created to act as a compound must fit well within the confines of the pitch. It is the responsibility of the camper to ensure that the compound space is kept clean at all times.

 

5.5 - Please note we do not allow on site any breed of dog listed under the Dangerous Dogs act 1991.

 

5.6 - With the exception of assistance dogs, pets are not allowed in the toilet block or other structures.

 

5.7 - For everybody's comfort on site, pet owners are respectfully asked to ensure any mess is cleaned up and noise is kept to a minimum.

 

Movement around site

5.8 - For site safety a 5mph speed limit must be adhered to at all times.

 

5.9 - All cycles should use appropriate lighting if used at a time when it should be required.

 

Recreation

5.10 - Games are permitted in designated recreational areas or areas agreed by Site team members. Please check with the Site team before playing.

 

5.11 - The launching and storage of jet skis is not allowed on Club sites.

 

Noise

5.12 - We want all of our campers to have a relaxing stay, that’s why we ask that there be no noise or movement of vehicles between 11pm and 7am.

 

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

 

5.14 - Generators may be used only at the discretion of the Site team who will advise of the most appropriate running times. We may ask you to refrain from using them if they cause a disturbance. Please check in advance of camping if you have a special requirement for extended generator use.

 

Vehicles

5.15 - Essential repairs can be carried out so that an unserviceable vehicle can leave the site, but, maintenance and servicing are not allowed.

 

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

 

Sanitation

5.17 - Rubbish should be recycled wherever possible.

 

5.18 - Emptying and cleaning of chemical toilets must only be done at a chemical disposal point, using water from that source.

 

Barbecues

5.19 - Please only use proprietary portable barbecues and ensure they're raised off the ground sufficiently to prevent damage.

 

5.20 - Due to the risk of carbon monoxide poisoning, never take a barbecue inside your unit for any reason.

 

Safety

5.21 - Please follow any instructions given by a member of the site team - they are there to ensure your safety and everyone else's.

 

5.22 - We want to keep our younger campers safe - if you are staying with children, please make sure they are supervised at all times.

 

5.23 - Campfires are not permitted on our Club sites.

 

5.24 - Site teams may instruct campers to take down their awnings, gazebos and windbreaks on safety grounds should it be deemed necessary.

 

5.25 - If you use a gas cylinder, it must be 15kg or less and must be stored within your unit's designated storage compartment.

 

5.26 - Please don't use any of the following while on site, as they may pose a danger to other campers and their units: model aircraft; drones; kites; sky lanterns; catapults; air guns; firearms; bows and arrows.

 

5.27 - We encourage you to visit the local area and enjoy off site activities, but in the interest of everyone’s safety, we respectfully request that your unit is not left unoccupied overnight. In exceptional circumstances, please seek advice from a member of the site team.

 

6. YOUR DEPARTURE

6.1 - So that we can offer all of our campers the same welcome as you received, we do ask that your pitch is vacated by 12pm.

 

6.2 - To provide our next guest with the same clean, tidy pitch as you found on arrival, please ensure that you dispose of any rubbish, waste water and chemical waste in the designated areas before you depart.

 

6.3 - If you leave 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 you. If you fail 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.

 

7. LOST PROPERTY

7.1 All items of lost property will be retained for one calendar month. Items not claimed after this period will be donated to a local charity close to the site, this includes any monies. Any items that are not of use to any of the local charities will be disposed of.

 

7.2 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.

 

7.3 Owners are responsible for the cost of reclaiming their goods. The following items are excluded from this policy: credit or debit cards, there is any suspicion of danger to employees or to the public, unclaimed perishable goods, any item that has clearly been abandoned, or 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.

 

8. LIABILITY

8.1 You are responsible for keeping your belongings safe.

 

8.2 The Club will not accept responsibility for any loss or damage to the property of the camper, including personal belongings, cash, jewellery and motor vehicles, however caused during their stay.

 

9. QUERIES OR COMPLAINTS

9.1 Any cause for complaint should in the first instance be addressed with a member of the 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, Membership Department, the Camping and Caravanning Club, Greenfields House, Westwood Way, Coventry CV4 8JH.

 

10. CLUB SITE SHOPS EXCHANGE AND REFUND POLICY

The Club prides itself on offering quality products via our site shops however, if at any point you are not happy with the quality of the product you have purchased, please just pop back in and see the site staff, we will be happy to offer you an exchange or refund. All returns and exchanges must be made at the site the goods were purchased and we would ask you bring proof of purchase along with you. 

We appreciate you may not always have proof of purchase so don’t worry, if you wish to return or exchange an item you can provide your booking reference number for your stay as an alternative.

The Club will not accept exchanges or refunds for chilled and frozen products if you have changed your mind. Should you wish to return other perishable food products (not chilled or frozen) they would need to be returned within their ‘use by’ or ‘best before date’, with proof of purchase or your booking reference number as per the standard exchange and refund policy.

The Club’s shop is for your convenience and enjoyment whilst staying with us, we do not offer any price match refunds from other retailers.

Your legal rights

The Club’s refund policy is in addition to and does not affect any of your legal rights.
If you have any queries or concerns regarding a purchase from a Club Site shop, please contact our Customer Service Centre who will review your case.

If you would like to escalate your complaint, you can take the matter to Alternative Dispute Resolution (ADR). Although we do not participate in an ADR scheme, one such scheme is provided by Consumer Arbitration.

More information on ADR can be found on the Trading Standards’ website.