SANDHAVEN CHALETS – TERMS & CONDITIONS

Last updated: January 2026

These Terms & Conditions form the contract between Sandhaven Chalets Ltd and the guest (“you”). By placing a booking, you agree to these conditions.

  1. Booking Conditions

1.1 Lead Booker

The lead guest must be 18 years or older and is responsible for all guests in the booking, including minors.
We reserve the right to refuse any booking before written confirmation has been issued. If a booking is declined, all payments made will be refunded promptly.

1.2 Confirmation

A booking is only confirmed when a £60 non-refundable deposit has been paid and written confirmation has been issued by Sandhaven Chalets.

Please check your confirmation email carefully and notify us immediately of any inaccuracies.

1.3 Group Bookings

Group or multi-chalet bookings may be subject to additional terms at our discretion to ensure the comfort of all guests on site.

  1. Payments

2.1 Deposit

A £60 non-refundable deposit is required to secure each chalet.

2.2 Balance

The remaining balance must be paid no later than 28 days before arrival.
Bookings made within 28 days of arrival require full payment at the time of booking.

2.3 Pricing

All prices include VAT at the prevailing rate. We reserve the right to amend prices before a booking is confirmed, and to adjust prices if VAT rates or government-imposed taxes or levies change.

  1. Cancellations & Changes (Guest)

3.1 Amendments

We do not charge an administration fee for changes made more than 14 days before arrival, but all amendments remain subject to availability.

No amendments can be made within 14 days of arrival.

3.2 Guest Cancellation

If you need to cancel, you must notify us in writing via email.

Deposits are non-refundable.

If you have paid the full balance, the following cancellation fees apply:

Notice Period Cancellation Fee
More than 50 days Deposit only
29–49 days 40% of total chalet cost
15–28 days 60% of total chalet cost
1–14 days 90% of total chalet cost
0 days / No-show 100% of total chalet cost

3.3 Non-Arrival

If you have not arrived by midday the day after your booked arrival date and have not contacted us, we may treat the booking as cancelled.

  1. Cancellations & Changes (Sandhaven Chalets)

While extremely rare, if we must make changes to your booking or cancel your stay, we will notify you as soon as possible and:

  • Offer a suitable alternative chalet (if available), OR
  • Provide a full refund if no acceptable alternative is available.

We are not liable for ancillary costs such as travel, meals, or lost holiday time.

  1. Your Stay & Guest Responsibilities

5.1 Check-in & Check-out

  • Check-in: From 2:00pm (or 3:00pm during peak summer)
  • Check-out: Before 10:00am

You agree to:

  • Lock the chalet on departure
  • Return keys to the key safe and scramble the code
  • Ensure all heaters, fires, and lights are switched off

5.2 Occupancy Limits

You must not exceed the number of occupants stated for your chalet.
We reserve the right to refuse entry or terminate a stay if occupancy limits are breached.

5.3 Cleanliness & Damage

You agree to leave the chalet in a clean, tidy condition.
You will be liable for:

  • Breakages
  • Damage
  • Excessive cleaning
  • Contamination due to smoking or pet violations

5.4 Smoking & Vaping

All chalets are strictly non-smoking and non-vaping indoors.
Smoking is permitted outside with doors closed, using ashtrays provided.

5.5 Prohibited Behaviour

We reserve the right to terminate your stay without refund if behaviour is:

  • Unsafe
  • Excessively noisy
  • Causes damage
  • Impacts other guests

5.6 Rubbish & Waste

General waste must go in black bins; recycling in blue bins.
If bins are full, rubbish should be kept securely inside your chalet—not outside.

5.7 Toilets

Do not flush wipes, sanitary items, cotton buds or similar.
Blocked drains incur a £178 + VAT call-out fee.

  1. Pet Policy (Dog-Friendly Chalets Only)

Dogs are permitted only in Chalets 5, 6, 7, 8, 10 & 11.
No other chalets can accommodate pets under any circumstances.

6.1 Banned Breeds

In accordance with UK legislation, the following breeds (or crossbreeds resembling them) are not permitted on-site:

  • Pit Bull Terrier
  • Japanese Tosa
  • Dogo Argentino
  • Fila Brasileiro
  • XL Bully (including variants defined in UK guidance)

6.2 Rules for Dog Owners

Guests bringing dogs agree to:

  • Keep dogs on a lead in all communal areas
  • Never leave dogs unattended in chalets
  • Prevent dogs from fouling in gardens or shared spaces
  • Dispose of waste responsibly
  • Bring appropriate bedding, towels, and supplies
  • Ensure dogs do not use chalet furniture or beds

6.3 Washing Facilities

Dogs must not be washed in chalets, showers, or sinks.
A nearby community dog wash is available for guest use.

6.4 Damage & Liability

Owners accept full responsibility for:

  • Any damage caused by pets
  • Extra cleaning fees
  • Noise disturbance to other guests

We may require evidence of insurance (e.g., pet liability cover) where considered necessary.

  1. Chalet Facilities & Site Rules

7.1 Furniture

All chalet furniture must remain indoors or within private garden areas.
Furniture must not be removed to the beach or promenade.
Beach chairs are available to hire.

Travel cots are not provided, and due to the layout of the bedrooms, there is insufficient space to safely erect a travel cot within the sleeping areas.

7.2 Accessibility – Chalet 5

Chalet 5 provides enhanced accessibility, including:

  • Step-free access
  • Wider internal doorways
  • Grab rails
  • Accessibility-friendly layout

(Please contact us before booking to confirm suitability for your needs.)

7.3 Parking

Each chalet has one designated vehicle permitted.
Parking options vary by chalet and will be confirmed in your arrival information.

  1. Website Accuracy

We make every effort to ensure our website and booking platform information is accurate.
Facilities may occasionally differ due to maintenance or improvements.

  1. Complaints

If you experience an issue during your stay:

  1. Notify us immediately (phone or email)
  2. Allow us reasonable time to resolve the matter

If unresolved, please submit a written follow-up within 7 days of departure.

  1. Liability

Sandhaven Chalets is not liable for:

  • Loss or damage to personal belongings
  • Cars parked on or near the site
  • Events outside our reasonable control (weather, public utility failure, etc.)

Nothing in these terms affects your statutory rights.

  1. Governing Law

These Terms & Conditions are governed by English Law.
Any disputes shall be handled under the jurisdiction of English courts.

With the compliments of Sandhaven Chalets

Sea Road, South Shields, NE33 2LD
0191 455 8319
info@sandhavenchalets.co.uk
www.sandhavenchalets.co.uk