Terms and Conditions
Effective Date: 12/03/2025
Last Updated: 12/03/2025
Welcome to the Manor & Ashbury Resorts App. These Terms and Conditions govern your use of our online booking services, including payments, refunds, and deposits. By using our App, you agree to these terms. If you do not agree with these terms, then you should not proceed with your booking.
1. Definitions
• “We,” “Us,” “Our” refers to the Manor & Ashbury Resorts [Manor House Hotel (Okehampton) Ltd. Registered in England No. 01883684].
• “You,” “User” refers to the individual or business using the App.
• “Service” refers to the online booking, payment processing, and related services provided by the App.
2. Booking and Payments
2.1 Booking Process
• You may book services through the App by selecting an available date and time.
• It is advisable to book activities in advance to secure your place. However, should you require assistance, our staff will be able to assist you on site.
• All bookings will require payment in full at checkout.
2.2 Payment Methods
• We accept payments via Credit/Debit Cards.
• Payments are securely processed by Stripe. We do not store your payment details.
3. Changes and Cancellations
3.1 User Cancellations
You may cancel or reschedule a booking within the time limits of 48 hours before the start of the session.
3.2 Business Cancellations
Some venues / facilities may not always be available on every break due to maintenance, insufficient holidaymakers, unfavourable weather or other conditions. We will endeavour to advise you prior to your arrival if this is the case. The operation of the company is subject to legislation and the guidelines laid down by the Health & Safety Executive and Local Authorities and their Codes of Practice. We accordingly reserve the right to adjust our services to meet these standards. It is possible that in some circumstances a facility may have to be temporarily withdrawn due to maintenance, renovation, adverse weather conditions, changes in Governmental Legislation, or any other factors outside of our control.
We reserve the right to make such alterations, cancel or reschedule a booking in the above circumstances without prior notice, and are unable to accept liability for the loss of an advertised facility, or to pay additional compensation (beyond the activity booking charge) for any inconvenience caused. Should any changes occur, we will endeavour to let you know prior to booking. We will also make every effort to inform guests who have already booked and are waiting for their break.
4. Refunds
4.1 Refund Policy
• Cancellations by You: Refunds depend on the cancellation period stated at the time of booking (Usually 48 hours before the start of the activity session).
• Cancellations by Us: If we cancel your activity booking, you will receive a full refund.
• Late Cancellations & No-Shows: If you fail to cancel within the required notice period or do not show up, you will forfeit any payment made.
• False information: If false information, i.e. children’s ages, or incomplete medical information are provided to obtain an activity booking. We reserve the right to cancel your place on the activity without a refund.
4.2 Refund Processing
Approved refunds will be placed in your wallet in the App, so you can use it to book other activities. Any remaining balance in the wallet will automatically be refunded to the original payment method within 2 business days after you check out.
5. User Responsibilities
5.1 General Responsibilities
• Ensure that your booking details are accurate.
• Comply with any additional terms set by the service provider.
• Do not use the App for fraudulent activities.
5.2 Age Restrictions & Child Supervision
We are unable to accept bookings by any person aged below 18 years. Where the majority of the party is under 18 or includes any person(s) who are normally closely supervised, there must be sufficient capable and responsible adults to provide adequate supervision for the party and each member of it. We reserve the right to refuse bookings that we deem to have an insufficient number of responsible adults.
Whilst we are happy to provide children’s activities, they are not childcare facilities. Please note, the safety of children is always the responsibility of the parent or guardian. The parent or guardian will be held accountable for the action of any minor(s) in their control.
Some activities have age restrictions, any fraudulent or wrongful information (i.e. incorrect ages) given to obtain a booking will result in the cancellation of your booked activity, without refund.
5.3 Property Damage & Behaviour
Please treat the property and facilities with respect and care so that other guests may continue to enjoy them.
Alcohol or illicit drug use is not permitted prior or during activities.
We reserve the right to terminate activity and accommodation bookings without compensation, where the unreasonable behaviour of persons named on the confirmation, or their guests might impair the enjoyment, comfort or health and safety of other guests and our staff. Definition of unreasonable behaviour is solely at the discretion of management.
5.4 Equipment Hire
When hiring any equipment for your personal use you are making a personal judgement that you have the necessary skills and experience to use this equipment safely. We are not liable for any personal injury or incident that may occur due to your choices whilst the hire equipment is with you. You are also liable for any damage, loss or theft or the equipment while it is in your keeping.
6. Medical Conditions
6.1 Physical Health
If you have any concerns about your physical condition or are not sure whether an activity is suitable, you should consult your doctor before taking part. It is your responsibility to make an instructor aware of anything that may affect you or other participants (i.e. medical condition/illness/disability including medication which may affect your performance). Our instructors reserve the right to refuse access to any activity if they feel it may put your health, or the health of other participants at risk. You must inform our instructors immediately if you feel ill or suffer an injury during an activity.
6.2 Illness
To protect all our guests and staff, we cannot accommodate guests who have just had an infectious or contagious medical condition without a doctor’s note to confirm the condition is no longer contagious. During your holiday you, (along with any members of your group sharing the same accommodation) and any person so affected, agree that any member of your party has to be confined to their room or leave the resort immediately should we at our reasonable discretion consider it necessary to protect the spread (e.g. suspected Norovirus/Coronavirus) to our guests, staff or general public.
7. Promotional Literature accuracy
We take care to ensure that the details of our promotional literature are accurate at the time of printing. Photographs are intended for guidance only. Layout plans and artist’s impressions are illustrative. Advertised facilities are correct at time of going to press but may change. Though we endeavour to ensure accuracy in our advertised facilities, pricing and offers, we reserve the right to amend any inaccuracies at the time when a reservation is made. Please note all information is correct at time of print/publishing, and is subject to change, without notice. In the event of any inconsistency between the conditions and other documentation, the conditions shall take precedence.
8. Photography & CCTV
Pictures are taken on-site for use in our promotional materials. All photographs taken by our resident photographer remain the property of The Manor House and Ashbury Hotels. If you would rather not have your images used, then please make it known to the photographer at the time. In public areas and some staff areas of the Manor House & Ashbury Hotels CCTV is in operation and video recordings may be made. This activity is carried out for security and service reasons for the better management of the hotels and security for all its guests and staff.
9. Liability and Disclaimers
• We provide the App on an “as is” basis and do not guarantee uninterrupted service.
• We are not liable for third-party service providers’ actions or failures.
• Our total liability is limited to the amount you paid for the activity booking on the app.
• We accept no responsibility for any damage caused to your device as a result of downloading the app.
10. Privacy and Data Protection
Your personal data is handled in accordance with our Privacy Policy.
Please take the time to read this information as it includes important terms which apply to you.
11. Amendments
We may update these Terms from time to time. Every time you make a booking you should check these terms to ensure you understand the terms that apply at that time. Continued use of the App means you accept any changes.
12. Governing Law
These Terms are governed by the laws of England and Wales.
13. If You Have A Comment
If you have any comments or complaints during your stay, please speak to reception immediately. In most cases, our team will be able to help you on the spot so that you can enjoy the rest of your holiday. Where this is not the case, please make sure that you record the details with the Duty Manager and write to our Customer Service Manager no later than 7 days after the end of your holiday. Please forward your complaint in writing to: Customer Service Manager, The Manor House Hotel, Fowley Cross, Okehampton, Devon EX20 4NA or, alternatively, email admin@manorashbury.co.uk.
Please note that we cannot act on any complaint that has not been brought to the attention of the Duty Manager at the time of the incident and is not notified in writing within 7 days of the end of your holiday.