We reserve the right to cancel your holiday for any reason. However, we do not intend to do so unless it is for reasons outside our ontrol or if we discover reasons why the needs of a guest lie outside the cope of our facilities. (see below) If we have to cancel your holiday, we will offer you either an alternative holiday (where this is possible) or a full refund of all monies paid. This does not apply where the cancellation arises through late or non-payment by yourself for the full cost of the holiday.

Our standard charges do not include insurance for either travel or other normal holiday risks and you are responsible for arranging suitable insurance cover. Our Cancellation Protection Scheme offers protection, under certain circumstances, against your liability for Cancellation Charges, if you are prevented from taking your holiday or have to return home early. Details of this scheme are available separately. In any event, you will be deemed to have indemnified us for any loss we may incur on your behalf. Our insurance covers all risks occurring as a result of our role as a registered care home and as a hotel. Your personal belongings are your own responsibility during your holiday with us. We accept no liability whatsoever for any accident, loss or damage to your property.

We reserve the right to charge you for any loss or damage to our property both during and after your holiday.

If you have any complaint whilst on holiday, you must tell us immediately. We are usually able to solve most problems on the spot. If the matter remains unresolved to your satisfaction, we will arrange for you to complete a report at the time and, where it involves any matters covered by the Health and Social Care Act 2008, a copy will be forwarded to the Care Quality Commission (CQC). A copy may be forwarded to the Department of Adult Social Care, Cornwall Council. If you wish to pursue your complaint after the end of your holiday, you must write to us within 14 days of your departure from us, setting out the details of your complaint. We will investigate and undertake to respond within 14 days of receipt of your letter.