Name of company

Hewn & Haven 

Registered office

The Paddocks, Norbury, Stafford, ST20 0PB

Contact details

natalie@hewnandhaven.co.uk

07980260234

Terms and Conditions

Literature and descriptions/amenities

We have compiled property information as accurately as possible. However, facilities may be altered or withdrawn for reasons outside our control, in which case we cannot accept responsibility.

We make every effort to ensure that each Properties details are accurately reproduced and that the pricing and availability of the Property is correct. Mistakes may occur from time to time, and we reserve the right to rectify errors (including any pricing errors) within 5 business days of you making your booking.

Where Wi-Fi is an advertised facility, please note that its provision is subject to availability and network conditions. It may not be available 24 hours a day and is provided for leisure, not business, purposes.

Electric vehicles are becoming increasingly common and we want to ensure they can be catered for wherever possible. Not all Properties will have a suitable and safe place to charge vehicles, so it is recommended you check prior to booking. If you are keeping an electric vehicle at the Property, you must use designated charging points (where available) and manufacturer approved cables for charging any vehicles at the Property. At this time, charging a car from our properties is prohibited. Hewn & Haven reserve the right to refuse to allow electric vehicles to be charged if they do not believe, in their reasonable opinion, that it is suitable or safe to do so.

If you choose to holiday in an older property, remember that much of its character and charm is due to its age. Some of our Properties are well over 100 years old. If you have any concerns, please talk to us at the time of making your booking. Also, please remember that should traditional property features (steep stairs or low beams, for example) be a problem for any member of your party, you must consider and mention this prior to booking.

Please remember that properties in the country do attract spiders and therefore cobwebs. It does not mean that the Property is dirty or has not been cleaned as cobwebs can be spun almost as quickly as they have been cleaned away. Some of our properties, particularly in remote areas, may have a private water supply from a spring or well water, which is regularly tested. In rural areas please be tolerant of the sounds and scents that you may encounter, they are all a part of the countryside experience.

Confirmation should be requested prior to booking if there is any particular detail or facility that is important to you. When you make a booking the Holidaymakers accept that minor differences between text/photographs/illustrations in the brochure and on the Website and the actual Property may arise. We cannot accept responsibility should the Property not conform to a Holidaymaker's standards.

Complaints procedure

If you have any complaint concerning a Property, the matter should be taken up with Hewn & Haven where we will do our very best to resolve your complaint, where possible. It is important to raise any complaint while you are still at the Property.

Communication with you and data

As part of a booking we may introduce Holidaymakers to the goods and/or services of third parties. We shall not be treated as an agent for any such third parties, and any contract for the supply of such goods and/or services shall be between the provider and the relevant Holidaymaker.

Please see our Privacy Policy which explains how we will process your personal data.

All electronic data transferred pursuant to these terms and conditions remains our property and may not be replicated in part or whole without our prior written permission. Electronic data will not be preserved indefinitely by us.

Limitation of Liabilities and Legal

The contract to occupy the Property is made on the basis that the Property is to be occupied by the Holidaymakers for a holiday (as mentioned in the Housing Act 1988 Schedule or similar legislation in other jurisdictions).

When making a booking, you acknowledge on behalf of all Holidaymakers that the tenancy granted by these terms and conditions is not an assured tenancy and that no statutory periodic tenancy will arise when it ends.

Once you have made a booking there is no “cooling off” period as the contract you have made is for accommodation services for a specific period of performance. 

We accept no responsibility for personal injury to, or death of, Holidaymakers or anyone they invite to the Property, or loss of or consequential loss or damage to their property, or for other matters over which we have no control.

If either you fail to comply with these terms and conditions you will be liable (only) for losses which are a foreseeable consequence of the failure to comply with the applicable  terms.

Nothing in these terms and conditions will limit our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors, or for fraud or fraudulent misrepresentation.

Any dispute, claim or other matter which may arise in relation to your booking will be governed by English law and you agree that any dispute will be dealt with exclusively by the courts of England and Wales.

Accidental Damage Deposit/Waiver

It is a requirement when booking certain specified properties with us, to pay either an Accidental Damage Deposit or an Accidental Damage Deposit Waiver.

The Accidental Damage Deposit is due with the balance and it will be cashed on receipt and held by us to be applied against the reasonable costs of miscellaneous repairs to and/or replacement of and/or additional cleaning of furnishings, kitchen equipment, crockery, glass, keys, bedding and towels damaged or soiled otherwise than by usual wear and tear during the period of the booking by you or other Holidaymakers. The balance of the Accidental Damage Deposit will be returned to you within 7 working days of the departure date. Where such costs exceed the Accidental Damage Deposit you agree to pay such excess to Hewn & Haven promptly and in any event within 14 days of being notified.

 Criminal or wilful damage will not be covered by the Accidental Damage Deposit Waiver.

Code of Conduct

Holidaymakers’ responsibilities

You will ensure that you and all Holidaymakers will

1) act responsibly and carefully whilst at the Property, abiding by any property specific house rules and leave the Property, and all things in or at it, in the same state of repair and cleanliness as at the start of the holiday

2) report to Hewn & Haven any damage or breakages made during the holiday occupancy and pay for damage (wear and tear accepted)

3) not smoke at the Property nor allow anyone else to smoke at the Property

4) not allow more than the maximum number of people or pets to stay at the Property as stated on the Website, unless agreed by Hewn & Haven

5) at all times comply with any applicable laws and local or Government guidance, and ensure that no Holidaymaker or their guests (if allowed at the Property) or pets (if allowed at the Property) do anything which is illegal, or may cause unreasonable damage, noise, behaviour or disturbance

6) not enter the Property before the stated arrival date and time and will leave the Property before the stated departure date and time. Times for each property may differ and will be advised with booking confirmation. 

7) treat people with respect and not act in a way which is abusive, violent, destructive, menacing, or harassing towards Hewn & Haven, any member of their team, any member of the community in which the Property is situated, or any of our employees, directors, consultants or other party acting on our behalf

8) secure the Property (including all windows and doors) whenever leaving the Property.

Hewn & Haven will be entitled to make a reasonable charge where Holidaymakers have failed to comply with these responsibilities. In serious cases, Holidaymakers may have to leave the Property early without any compensation or refund.

Hewn & Haven's responsibilities

Hewn & Haven will ensure that

1) the Property is cleaned and ready for the Holidaymakers by the stated arrival date and time

2) suitable arrangements are made for you to access the Property

3) they treat all Holidaymakers with respect and not act in a way which is abusive, violent, destructive, menacing, or harassing towards any Holidaymaker at their Property

4) they can be easily contacted (at reasonable times) or will provide you with an alternative first point of contact should you have any concerns or queries during your stay

5) they, and the Property, comply with all applicable laws and regulations (including health and safety regulations)

6) adequate liability insurance is in place in respect of the Holidaymakers’ stay; and

7) all Holidaymakers will have exclusive access to the Property for the duration of the holiday (although all Holidaymakers will allow Hewn & Haven or any representative, access to the Property if reasonably required).

However, Hewn & Haven will not be responsible, nor liable to you (or any Holidaymakers) for any events outside our reasonable control, such as the breakdown of domestic appliances, plumbing, wiring, temporary invasion of pests, building works at adjacent properties, damage resulting from exceptional weather conditions or other unforeseeable circumstances.

Booking Terms 

Contract and Booking

When you make a booking, the contract to occupy the Property is between you and Hewn & Haven.

Bookings cannot be accepted from persons under 18 years of age.

The Properties are meant to be used for the purposes of a holiday, and certain group bookings, including for stag and hen dos, may not be allowed unless special arrangements (including the possible requirement for a safety deposit) are made with Hewn & Haven.

No bookings are valid until confirmed by us in writing (including by email).

Any changes to a booking need to be requested and confirmed by Hewn & Haven.

Booking Fees, Deposits, Balance Payments and Holiday Insurance

When making a booking more than 9 weeks before the holiday date you will be required to pay a Deposit when making the booking and the balance will be due no later than 4 weeks before the holiday is due to start.

If you make a booking within 9 weeks of the start of the holiday you will be required to pay for the holiday in full at the time of booking.

We reserve the right to cancel your holiday and re-let any holiday where any payment due is more than 7 days’ late. In these circumstances you will not be entitled to any refund.

Guest Cancellations

If you cancel prior to the holiday arrival date you may be due a partial refund.

The refund will depend on the amount of notice you give us before the holiday start date.

The refund will be calculated as follows:

21 or less days’ notice – No refund due

22-35 days’ notice – 10% of the total accommodation cost

36-49 days’ notice – 20% of the total accommodation cost

50-63 days’ notice – 40% of the total accommodation cost

More than 63 days’ notice – your liability to pay the balance will be waived, however, the Deposit will not be refunded. If the holiday was paid in full and more than 63 days’ notice is provided then 2/3rds of the total accommodation cost will be refunded.

For the avoidance of doubt the Deposit is non-refundable in all circumstances when you cancel a holiday.

If a refund is due we will aim to return the applicable amount within 10 working days of cancellation.

Last updated September 2025