Effective Date: 8 July 2026

These Terms and Conditions apply to all accommodation, facilities, services and experiences provided by Willowbank House & Lodges ("Willowbank", "we", "our" or "us").

By making a reservation with us, whether directly or through a third-party booking platform, you confirm that you have read, understood and accepted these Terms and Conditions on behalf of yourself and every member of your party.

Should you have any questions before making your booking, please contact us and we will be pleased to assist.

At Willowbank House & Lodges, our aim is to provide every guest with a relaxing, luxurious and memorable stay. These Terms and Conditions are designed to ensure fairness for both our guests and our business whilst maintaining the high standards that all guests can expect.

We kindly ask all guests to respect the accommodation, our staff, neighbouring properties and fellow guests throughout their stay.

For the purposes of these Terms:

Accommodation means any guest bedroom, lodge, chalet or other accommodation provided by Willowbank House & Lodges.

Booking means any confirmed reservation made directly with Willowbank or through a third-party booking provider.

Guest means every person occupying the accommodation, whether named on the booking or not.

Lead Guest means the individual making the booking who accepts these Terms on behalf of every member of the party.

Property means Willowbank House & Lodges, including all buildings, gardens, car parks, outdoor spaces and guest facilities.

Services include accommodation, breakfast, dining experiences, massage treatments, equipment hire, EV charging and any additional services purchased during your stay.

These Terms form the agreement between Willowbank House & Lodges and the Lead Guest.

By making a booking you confirm that:

• you are at least 18 years of age;
• you have authority to accept these Terms on behalf of every member of your party;
• all members of your party will comply with these Terms;
• the information provided during booking is accurate and complete.

Failure to comply with these Terms may result in the booking being cancelled or terminated without refund where appropriate.

These Terms apply to:

• Direct bookings
• Telephone bookings
• Website bookings
• Gift voucher bookings
• Third-party booking platforms
• Bed & Breakfast accommodation
• Lodges
• Massage treatments
• Spa services
• Breakfast
• Dining experiences
• Equipment hire
• EV charging
• Any additional services purchased during your stay.

Where you book through a third-party booking platform, those companies may also apply their own booking conditions. In the event of any conflict regarding payment or cancellation, the booking platform's published terms relating to your reservation shall apply.

Nothing within these Terms affects your statutory rights.

Bookings are confirmed once:

• availability has been confirmed;
• valid payment details have been received;
• any required payment has been authorised; and
• a confirmation email has been issued.

Until confirmation has been sent, a booking should not be considered guaranteed.

We reserve the right to refuse a booking where:

• fraudulent information has been supplied;
• payment cannot be authorised;
• previous guests have seriously breached these Terms;
• the booking is considered unsuitable for the accommodation offered.

All prices are shown in Pounds Sterling (£).

Unless otherwise stated, accommodation prices include:

• overnight accommodation;
• breakfast where advertised;
• VAT where applicable.

Additional services including spa treatments, massage therapy, dining experiences, equipment hire and EV charging are charged separately unless specifically included within your booking.

Prices may change without notice prior to confirmation of a booking.

Once a booking has been confirmed, the agreed price will not increase except where changes have been requested by the guest.

Promotional offers:

• cannot normally be combined;
• are subject to availability;
• may be withdrawn without notice;
• cannot be applied retrospectively.

Obvious pricing errors may be corrected before confirmation.

Unless otherwise stated, Willowbank House & Lodges does not require a deposit.

Instead, a valid payment card is required to secure your booking.

Where a special event, exclusive hire, group booking or bespoke package is arranged, we may request a deposit. Any deposit requirements will be clearly confirmed in writing before your booking is accepted.

Deposits are subject to the cancellation terms applicable to that booking.

We accept payment by:

• Visa
• Mastercard
• Debit cards
• Bank transfer (where agreed in advance)
• Gift vouchers issued by Willowbank House & Lodges

Cash payments may be accepted at our discretion.

Outstanding balances, additional purchases and incidental charges must be settled before departure unless alternative arrangements have been agreed.

Failure to settle outstanding charges may result in recovery action and any reasonable associated costs.

Unless your booking confirmation states otherwise:

Two nights or more

A valid payment card is required to secure the reservation.

Full payment will be taken automatically seven (7) days before arrival.

Single night stays

Full payment is taken at the time of booking.

Late availability bookings

Bookings made within seven days of arrival require immediate payment in full.

The payment schedule shown on your confirmation email forms part of your booking contract.

Reservations made through online travel agents including Booking.com, Airbnb, Expedia, Agoda or similar providers remain subject to the payment and cancellation conditions selected when making your reservation.

Willowbank House & Lodges cannot amend or override those terms where the booking platform controls payment.

Questions regarding refunds or amendments should initially be directed to the booking platform through which the reservation was made.

Gift vouchers:

• are valid only until the expiry date shown;
• cannot be exchanged for cash;
• are non-refundable;
• may only be redeemed against eligible Willowbank House & Lodges services.

Lost, stolen or damaged vouchers cannot normally be replaced.

Any remaining balance after redemption will remain valid until the original expiry date unless otherwise stated.

Special offers may include discounted accommodation, complimentary upgrades, massage treatments, dining experiences or additional services.

Unless specifically stated otherwise:

• offers cannot be exchanged for cash;
• unused elements are non-refundable;
• offers cannot be transferred to another booking;
• complimentary services have no cash value.

Where complimentary massage treatments are included, these consist of one 30-minute back and shoulder massage unless another treatment has been specifically advertised.

Requests to amend a booking should be made as early as possible.

Whilst every effort will be made to accommodate changes, amendments cannot be guaranteed and remain subject to:

• availability;
• seasonal pricing;
• minimum stay requirements;
• promotional restrictions.

Changes may result in revised prices.

Significant amendments may be treated as a cancellation and new booking.

Bookings may be cancelled free of charge until payment becomes due.

Once payment has been taken, bookings become non-refundable.

Where possible, we may, entirely at our discretion, offer to transfer your booking to alternative dates. This should not be regarded as an entitlement.

We strongly recommend all guests obtain appropriate travel insurance.

Cancellation terms are determined by the booking platform and rate selected.

Guests should refer to their booking confirmation.

A booking will be considered a "No Show" where:

• guests fail to arrive on the scheduled arrival date;
• no contact has been made regarding a delayed arrival;
• arrival has not been agreed after the latest permitted check-in time.

No Show bookings remain fully chargeable.

The accommodation may be released for resale without further notice.

Should you choose to shorten your stay after arrival, the remaining nights will remain chargeable.

Refunds for unused nights are not normally available.

This does not affect your statutory rights where Willowbank House & Lodges is unable to fulfil its contractual obligations.

Group bookings may be subject to additional terms and conditions.

We reserve the right to request:

• a booking deposit;
• staged payments;
• a security deposit;
• a guest list;
• a responsible lead organiser.

Where accommodation has been reserved for exclusive use, additional conditions relating to occupancy, noise, catering and use of facilities may apply.

The Lead Guest remains responsible for ensuring every member of the party complies with these Terms and Conditions.

We are committed to welcoming all guests wherever reasonably possible.

As Willowbank House & Lodges is an independently owned boutique property, some accommodation and outdoor areas may not be suitable for guests with certain mobility or accessibility requirements.

To ensure we recommend the most suitable accommodation, guests are encouraged to discuss any accessibility requirements with us before making a booking.

Whilst every reasonable effort will be made to accommodate individual needs, we cannot guarantee that every room, lodge or facility will be suitable for every guest.

We are pleased to cater for many dietary requirements wherever reasonably possible.

Guests with allergies, intolerances or special dietary requirements must notify us before arrival and again when ordering food.

Whilst we operate good food hygiene practices, all food is prepared in kitchens where allergens including nuts, dairy, eggs, gluten, sesame, fish and shellfish are present. Consequently, we cannot guarantee that any dish is completely free from allergens or cross-contamination.

Guests with severe allergies remain responsible for making us aware of their requirements and deciding whether the risk is acceptable.

Guests under the age of 18 must be accompanied throughout their stay by a responsible adult aged 18 years or over.

Parents and guardians remain responsible for supervising children at all times, particularly around:

• Hot tubs
• Car parks
• Gardens
• Steps and uneven ground
• Outdoor cooking facilities
• Wildlife and water features

Children must not be left unattended within accommodation or elsewhere on the property.

Willowbank House & Lodges accepts no responsibility for children who are not adequately supervised.

We are delighted to welcome well-behaved dogs in selected accommodation.

Acceptance of pets is subject to the following conditions:

• Only accommodation specifically designated as pet friendly may accommodate dogs.
• Pets must be declared at the time of booking.
• Additional charges may apply where advertised.
• Dogs must never be left unattended unless previously agreed.
• Dogs must remain under control at all times.
• Excessive barking or behaviour causing nuisance to other guests will not be permitted.
• Guests must clean up after their pets immediately.
• Pets must not be allowed on beds or upholstered furniture unless protective covers supplied by the guest are used.
• Pets must not be washed using guest towels.
• Any damage, additional cleaning or specialist treatment required because of pets will be charged to the Lead Guest.

Assistance dogs are welcomed in accordance with applicable legislation.

We reserve the right to refuse any pet that presents a risk to guests, staff or other animals.

Guests will receive arrival instructions before their stay.

Where self-check-in is provided:

• Access codes must not be shared with anyone outside the booking.
• Access details remain confidential.
• Codes may be changed without notice for security purposes.

Guests are responsible for ensuring that the accommodation is securely locked whenever left unattended.

Complimentary parking is provided for registered guests.

Vehicles are parked entirely at the owner's risk.

Willowbank House & Lodges accepts no responsibility for:

• Theft
• Damage
• Fire
• Accidents
• Weather-related damage
• Items left within vehicles

Guests should ensure vehicles are securely locked and valuables removed from sight.

Commercial vehicles, trailers and large vehicles may only be parked with prior agreement.

An electric vehicle charging point is available for guest use.

Guests agree that:

• Only the installed charging equipment may be used.
• Domestic extension leads or alternative charging methods are strictly prohibited.
• Charging is undertaken entirely at the vehicle owner's risk.
• The guest is responsible for ensuring their vehicle is compatible with the charger.
• Charging fees, where applicable, must be paid before departure.
• Guests remain responsible for safely connecting and disconnecting their vehicle.

Willowbank House & Lodges accepts no responsibility for:

• Charging interruptions
• Software issues
• Vehicle faults
• Battery damage
• Loss of charge
• Manufacturer defects

Misuse of charging equipment may result in additional charges for repair or replacement.

Accommodation is available from 3:00 pm on the day of arrival.

Earlier arrival may be possible for parking only unless otherwise agreed.

Standard check-in is available until 7:00 pm.

Late arrivals up to 10:00 pm may be accommodated where agreed in advance.

Failure to arrive without notification may result in the booking being treated as a No Show.

We reserve the right to request photographic identification from the Lead Guest.

Where payment has been made using a credit or debit card, we may also request confirmation that the cardholder is present.

Failure to provide suitable identification may result in refusal of accommodation where fraud is reasonably suspected.

Guests agree to:

• Treat the property with reasonable care.
• Respect fellow guests.
• Follow all safety instructions.
• Leave accommodation in a reasonable condition.
• Report maintenance issues promptly.
• Report accidents immediately.
• Comply with these Terms throughout their stay.

Guests remain responsible for the conduct of every member of their party.

Only registered guests may use the accommodation and facilities.

Visitors are not permitted without prior permission from Willowbank House & Lodges.

Where permission is granted:

• Visitors must leave by the agreed time.
• Visitors remain the responsibility of the Lead Guest.
• Willowbank reserves the right to refuse or remove visitors at any time.

This policy exists to protect the privacy, safety and enjoyment of all guests.

To ensure a peaceful environment for everyone, quiet hours operate between:

10:00 pm and 8:00 am

During these hours guests are asked to:

• Keep television and music volumes low.
• Avoid excessive noise outdoors.
• Respect neighbouring accommodation.
• Supervise pets appropriately.

Persistent disturbance may result in the booking being terminated without refund.

Guests must not:

• Cause nuisance or disturbance.
• Behave in a threatening, abusive or aggressive manner.
• Damage the property.
• Bring dangerous or illegal items onto the premises.
• Use fireworks.
• Discharge firearms or air weapons.
• Fly drones without prior permission.
• Operate commercial sound equipment.
• Hold parties or events without written agreement.

Guests must comply with all reasonable instructions provided by Willowbank staff.

Smoking and vaping are strictly prohibited inside all accommodation and indoor communal areas.

Where evidence of smoking or vaping is found, guests may be charged for:

• Specialist cleaning.
• Odour removal.
• Damage to furnishings.
• Lost revenue where accommodation cannot be re-let.

Current standard charges are:

• £100 where the accommodation remains lettable.
• Up to the full cost of cleaning and loss of revenue where additional work prevents immediate re-letting.

Smoking outdoors is permitted only in designated areas and cigarette ends must be disposed of responsibly.

Guests are welcome to enjoy alcohol responsibly.

Excessive intoxication, disorderly behaviour or behaviour likely to disturb other guests will not be tolerated.

The possession, use or supply of illegal drugs anywhere on the property is strictly prohibited.

Where criminal activity is suspected, we reserve the right to:

• Contact the Police Service of Northern Ireland.
• Terminate the booking immediately.
• Require guests to leave without refund.

Guest safety is our highest priority.

Guests must not:

• Tamper with smoke alarms.
• Tamper with fire detection equipment.
• Tamper with emergency lighting.
• Block fire exits.
• Use candles, incense burners or portable cooking appliances inside accommodation.

Any accidental activation of the fire alarm should be reported immediately.

Guests must familiarise themselves with emergency exit routes upon arrival.

Failure to comply with fire safety requirements may result in immediate termination of the booking.

Guests are responsible for securing their accommodation whenever it is unattended.

Doors and windows should be locked whenever leaving the property.

Valuables should not be left visible within accommodation or vehicles.

Whilst we take reasonable steps to maintain security, Willowbank House & Lodges accepts no responsibility for loss or theft of personal belongings unless caused by our negligence.

Any lost key, access card, remote control or access device must be reported immediately.

Replacement costs and any associated locksmith charges may be charged to the Lead Guest.

Where guests require assistance due to being locked out, we will make every reasonable effort to assist. Repeated call-outs or those resulting from negligence may incur a reasonable call-out charge.

Complimentary Wi-Fi is provided for guest convenience.

Whilst we aim to provide a reliable service, uninterrupted internet access cannot be guaranteed.

Guests agree not to use our internet connection for:

• Illegal activity.
• Copyright infringement.
• Offensive or abusive communications.
• Hacking or unauthorised access to systems.
• Activities likely to affect the experience of other users.

We reserve the right to suspend internet access where misuse is suspected.

Willowbank House & Lodges accepts no liability for temporary internet outages or interruptions beyond our reasonable control.

Breakfast is included only where specified within your booking confirmation.

Breakfast is served during the published service times. These may vary seasonally and will be communicated prior to or during your stay.

Guests with dietary requirements should notify us before arrival. Whilst we will make every reasonable effort to accommodate dietary needs, we cannot guarantee that meals will be free from allergens due to the nature of our kitchen.

Breakfast is provided for registered guests only unless otherwise agreed.

Willowbank House & Lodges may offer evening dining experiences, pop-up restaurants, afternoon teas or private dining events.

Advance booking is recommended and may be required.

Menus, pricing and availability are subject to seasonal variation.

Where prepaid dining experiences are cancelled by the guest within the published cancellation period, charges may still apply.

We reserve the right to amend menus where ingredients become unavailable.

Afternoon Tea experiences must be booked in advance.

Any allergies or dietary requirements should be advised at least 48 hours before the reservation.

Unused elements of Afternoon Tea experiences are non-refundable and cannot be exchanged for cash.

Any additional food, drinks or refreshments purchased during your stay must be settled before departure unless prepaid.

Outside catering may only be brought onto the property with prior agreement.

For food safety reasons, guests are responsible for the safe storage and consumption of any food brought onto the premises.

Where BBQ facilities are provided, guests use them entirely at their own risk.

Guests agree to:

• supervise BBQs at all times whilst lit;
• use only the fuels and equipment provided or approved by Willowbank;
• keep BBQs away from buildings, fences and combustible materials;
• fully extinguish BBQs after use;
• leave the BBQ in a clean and tidy condition.

Disposable BBQs are not permitted anywhere on the property.

Any damage resulting from misuse may be charged to the Lead Guest.

Where a pizza oven is available, guests use it entirely at their own risk.

Guests must follow any operating instructions provided.

Children must remain supervised at all times.

Willowbank accepts no responsibility for injuries arising from misuse of the equipment.

Any damage caused through negligent use may be charged to the Lead Guest.

Hot tubs are provided for guest enjoyment and relaxation.

Guests use hot tubs entirely at their own risk.

For health and safety reasons:

• children must be supervised by an adult at all times;
• glass is not permitted in or around the hot tub;
• smoking or vaping whilst using the hot tub is prohibited;
• excessive alcohol consumption whilst using the hot tub is strongly discouraged;
• guests suffering from infectious illnesses should not use the hot tub.

Guests should consult their doctor before use if pregnant or suffering from cardiovascular conditions, epilepsy, diabetes or any medical condition that may be affected by heat.

The hot tub lid must be replaced after use to maintain water quality and temperature.

Guests agree not to introduce anything into the water which may contaminate or damage the filtration system.

This includes, but is not limited to:

• fake tan;
• oils;
• bath products;
• bubble bath;
• soaps;
• glitter;
• food;
• excessive alcohol spillages.

Where the water requires draining, specialist cleaning or emergency servicing due to guest misuse, Willowbank reserves the right to recover the reasonable costs incurred, together with any loss of income resulting from the hot tub being unavailable to future guests.

Guests are welcome to enjoy the gardens and surrounding grounds responsibly.

The grounds contain uneven surfaces, steps, wildlife and natural hazards.

Guests should wear appropriate footwear and exercise reasonable care at all times.

Children and pets must be supervised.

Guests should respect neighbouring properties and avoid creating excessive noise outdoors, particularly during Quiet Hours.

Where bicycles, paddleboards, kayaks, fishing equipment or other recreational equipment are hired or provided:

• use is entirely at the guest's own risk;
• guests are responsible for ensuring they have the necessary ability to use the equipment safely;
• children must be supervised by a responsible adult;
• all equipment should be returned in the condition in which it was supplied.

Guests are responsible for reporting any faults before use.

Willowbank accepts no liability for accidents arising from misuse, negligence or circumstances beyond our reasonable control.

Guests are responsible for complying with all applicable water safety guidance.

Life jackets must be worn where provided or recommended.

Fishing equipment is provided for recreational use only.

Guests are responsible for ensuring they hold any licence or permit required by law.

Equipment should be cleaned and returned after use.

Lost or damaged equipment may incur replacement costs.

Guests should respect local wildlife, fisheries regulations and private land.

The EV charging point is intended solely for charging compatible electric vehicles.

Guests agree:

• not to tamper with charging equipment;
• not to use extension leads or adaptors;
• to disconnect charging cables safely;
• to report any faults immediately.

Willowbank reserves the right to suspend access to the charger for maintenance or operational reasons without compensation.

Charging tariffs are displayed separately where applicable.

Massage treatments are provided by qualified therapists.

Treatments are intended to promote relaxation and wellbeing and do not constitute medical treatment.

Guests should complete any consultation forms honestly and disclose relevant medical conditions before treatment.

The therapist reserves the right to decline or modify treatment where it is considered unsafe or inappropriate.

Where a massage is included within an accommodation package, unless otherwise stated this consists of:

• one complimentary 30-minute back and shoulder massage.

The offer:

• has no cash value;
• cannot be exchanged;
• cannot be transferred;
• is subject to therapist availability;
• expires on departure.

Additional treatments may be booked at the prevailing rates.

Appointments should be booked in advance wherever possible.

We recommend arriving approximately 10 minutes before your appointment.

Late arrival may reduce the available treatment time to avoid delaying subsequent appointments.

The full treatment fee remains payable where treatment time is reduced due to late arrival.

A minimum of 24 hours' notice (excluding weekends) is required to cancel or rearrange spa appointments.

Appointments cancelled with insufficient notice may be charged in full.

Guests who fail to attend an appointment without notice ("No Show") will be charged 100% of the treatment cost.

Cancellation requests should be made by telephone or through the designated booking system.

Guests must inform their therapist of:

• pregnancy;
• recent surgery;
• injuries;
• skin conditions;
• allergies;
• infectious illnesses;
• cardiovascular conditions;
• any other medical condition that may affect treatment.

Failure to disclose relevant medical information may result in treatment being refused.

The therapist reserves the right to request medical clearance where appropriate.

Following treatment, guests may experience temporary muscle soreness, tiredness or mild bruising depending on the treatment received.

Guests are encouraged to:

• remain hydrated;
• avoid strenuous exercise immediately afterwards;
• seek medical advice if symptoms cause concern.

Massage should never be regarded as a substitute for professional medical diagnosis or treatment.

Consultation records are maintained securely and confidentially in accordance with applicable data protection legislation.

Records are retained only for legitimate business, insurance and legal purposes.

Information will not be disclosed to third parties except:

• where required by law;
• with the guest's consent;
• where necessary to protect life or prevent serious harm.

Our therapists undertake to:

• provide treatments professionally;
• maintain appropriate qualifications and insurance;
• respect guest dignity and confidentiality;
• explain any limitations of treatment.

Guests agree to:

• provide accurate health information;
• notify the therapist of changes to their medical condition;
• follow reasonable treatment advice;
• behave respectfully towards therapists at all times.

Willowbank House & Lodges operates a zero-tolerance policy towards abusive, threatening, inappropriate or sexually suggestive behaviour towards staff or therapists. Any such behaviour will result in the immediate termination of treatment and may lead to the cancellation of the guest's stay without refund.

Guests are expected to take reasonable care of the accommodation, furnishings, equipment and all facilities throughout their stay.

The Lead Guest accepts responsibility for any loss or damage caused by themselves or any member of their party, whether accidental or deliberate.

We appreciate that accidents can happen. Guests are asked to report any damage as soon as possible so that repairs can be arranged promptly and inconvenience to future guests minimised.

Where damage has occurred, Willowbank House & Lodges reserves the right to recover the reasonable costs actually incurred, including:

• Repair or replacement of damaged items.
• Specialist cleaning.
• Labour and contractor costs.
• Emergency call-out charges.
• Loss of income where accommodation or facilities cannot be re-let.
• Administrative costs directly associated with rectifying the damage.

Where possible, evidence of the damage and associated costs will be provided upon request.

Accommodation should be left in a reasonably clean and tidy condition.

We understand that normal cleaning is part of your stay; however, where excessive cleaning is required beyond what would ordinarily be expected, we reserve the right to charge the reasonable additional costs incurred.

Examples include, but are not limited to:

• Excessive rubbish left within the accommodation.
• Bodily fluids requiring specialist cleaning.
• Staining to carpets, upholstery or furnishings.
• Unauthorised pet fouling.
• Food waste requiring specialist pest control.
• Glitter, confetti or decorative materials requiring additional cleaning.
• Excessive grease or food residue left on BBQs or cooking equipment.

Smoking and vaping within accommodation is strictly prohibited.

Where evidence of smoking or vaping is identified, guests may be charged for:

• Specialist odour removal.
• Deep cleaning.
• Steam cleaning of soft furnishings.
• Replacement of damaged furnishings where necessary.
• Loss of revenue where accommodation cannot be occupied by subsequent guests.

Standard charges currently apply as follows:

• £100 where the accommodation remains suitable for occupation following additional cleaning.
• Up to the full cost of remediation and any associated loss of income where specialist cleaning or repairs are required.

These charges reflect the actual costs reasonably incurred and are not intended to operate as a penalty.

Guests are responsible for using the hot tub in accordance with the published Hot Tub Rules.

Where misuse results in contamination of the water or damage to equipment, Willowbank House & Lodges reserves the right to recover the reasonable costs of:

• Draining and refilling.
• Chemical treatment.
• Specialist cleaning.
• Replacement filters.
• Engineer attendance.
• Temporary loss of use.
• Compensation payable to subsequent guests where appropriate.

Examples include introducing:

• Fake tan.
• Oils.
• Bubble bath.
• Glass.
• Food.
• Vomit.
• Bodily fluids.
• Any substance likely to affect water quality or damage equipment.

Guests bringing pets remain fully responsible for any damage, nuisance or additional cleaning resulting from their pet.

Charges may apply where pets:

• Damage furniture, flooring or furnishings.
• Soil carpets or bedding.
• Cause excessive barking or disturbance.
• Require specialist cleaning.
• Cause damage to gardens or landscaping.

The Lead Guest remains liable irrespective of whether the damage was accidental.

Any deliberate damage, theft, vandalism or criminal behaviour will be treated extremely seriously.

Willowbank House & Lodges reserves the right to:

• Require guests to leave immediately.
• Retain evidence.
• Report the matter to the Police Service of Northern Ireland.
• Recover all associated costs through civil proceedings where necessary.

Nothing within these Terms limits any legal remedies otherwise available.

Guests must conduct themselves in a manner that does not adversely affect other guests, neighbouring properties or staff.

Anti-social behaviour includes, but is not limited to:

• Excessive noise.
• Aggressive behaviour.
• Verbal abuse.
• Harassment.
• Intimidation.
• Offensive language.
• Dangerous behaviour.
• Wilful disregard for staff instructions.

Where such behaviour occurs, Willowbank House & Lodges may terminate the booking immediately without refund.

We reserve the right to refuse accommodation or terminate a stay immediately where guests:

• Breach these Terms and Conditions.
• Fail to pay outstanding charges.
• Endanger themselves or others.
• Damage property.
• Engage in illegal activity.
• Cause significant disturbance.
• Behave abusively towards staff or other guests.

Where termination results from the guest's conduct, no refund will be payable.

This clause does not affect our obligations under applicable equality legislation.

Guests are required to vacate their accommodation by 11:00 am on the day of departure unless a later departure has been agreed in writing.

Before departure guests should:

• Lock doors and windows.
• Return keys or access devices where applicable.
• Switch off lights and appliances where requested.
• Leave the accommodation in a reasonable condition.
• Ensure personal belongings have been removed.

Failure to vacate by the agreed time may result in additional charges.

Late check-out is subject entirely to availability.

Requests should be made before the day of departure wherever possible.

Current charges are:

• Up to one hour after the standard check-out time: £40.
• Where delayed departure prevents the accommodation being prepared or re-let, additional charges up to the full nightly accommodation rate may apply.

Unauthorised late departures may also incur reasonable administrative costs.

Any outstanding balance relating to accommodation, dining, treatments, equipment hire, EV charging, damages or incidental purchases must be settled before departure unless alternative arrangements have been agreed.

Where payment cannot be collected before departure, Willowbank House & Lodges reserves the right to:

• Charge the payment card held against the booking.
• Issue an invoice.
• Recover unpaid sums together with any reasonable recovery costs permitted by law.

Guests are responsible for checking that all personal belongings have been removed prior to departure.

Items left behind will, where practical, be retained for a period of up to three (3) months.

Perishable items, food, beverages and items considered unhygienic may be disposed of immediately.

Where guests request the return of lost property:

• postage, packaging and insurance costs must be paid in advance;
• Willowbank House & Lodges accepts no responsibility for loss or damage occurring during transit once items have been dispatched.

Items remaining unclaimed after three months may be donated, recycled or disposed of without further notice.

We genuinely value feedback and strive to resolve any concerns promptly and fairly.

If you experience any issue during your stay, please notify us as soon as reasonably possible so that we have the opportunity to investigate and, where appropriate, rectify the matter before your departure.

Complaints raised only after departure may be more difficult to investigate and could limit the remedies available.

Nothing in this clause affects your statutory rights.

Should a complaint remain unresolved, please contact us in writing using the contact details provided on our website, including your booking reference and full details of the matter.

We will acknowledge complaints as soon as reasonably practicable and aim to provide a substantive response within 14 days.

Nothing in these Terms and Conditions excludes or limits our liability where it would be unlawful to do so, including liability for:

• death or personal injury caused by our negligence;
• fraud or fraudulent misrepresentation; or
• any other liability that cannot legally be excluded or limited.

Subject to the above, Willowbank House & Lodges shall not be liable for any indirect or consequential loss, loss of enjoyment, loss of business, loss of income or other financial loss arising from your stay.

Guests remain responsible for taking reasonable care of their own property and possessions throughout their stay.

Whilst we take reasonable steps to provide a safe and secure environment, vehicles, bicycles, valuables and personal belongings remain at the owner's risk unless loss or damage results directly from our negligence.

We shall not be liable for any failure or delay in performing our obligations where this results from circumstances beyond our reasonable control.

Such circumstances may include, but are not limited to:

• severe weather;
• flooding;
• storm damage;
• fire;
• epidemic or pandemic;
• government restrictions;
• industrial action;
• interruption of utilities;
• failure of telecommunications;
• road closures;
• terrorism;
• civil unrest; or
• any other event beyond our reasonable control.

Where a Force Majeure event affects your booking, we will make reasonable efforts to minimise disruption and, where appropriate, discuss alternative arrangements. Any refund entitlement will be determined in accordance with applicable consumer law.

We make every reasonable effort to ensure that information published on our website, booking platforms and promotional material is accurate at the time of publication.

However, occasional errors, omissions or changes may occur.

Photographs are intended to provide a fair representation of the accommodation and facilities but should not be interpreted as guaranteeing that every room or lodge will be identical.

We reserve the right to make reasonable changes to facilities, décor, furnishings or services where necessary, provided that such changes do not materially reduce the standard of accommodation booked.

Where bookings are made through third-party booking platforms or where our website contains links to external websites, Willowbank House & Lodges accepts no responsibility for the content, availability, policies or services provided by those organisations.

Guests should familiarise themselves with the terms and conditions of any third-party provider used in connection with their booking.

We are committed to protecting your privacy.

Personal information is collected only where necessary to:

• administer bookings;
• communicate with guests;
• process payments;
• comply with legal obligations;
• improve our services; and
• provide services requested by guests.

Information may include:

• names;
• addresses;
• telephone numbers;
• email addresses;
• vehicle registration details where required;
• payment information; and
• information voluntarily provided in connection with your stay.

We process all personal information in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and any other applicable legislation.

Further information is contained within our separate Privacy Policy.

Where CCTV operates on the property, it is used solely for legitimate purposes including:

• crime prevention;
• guest and staff safety;
• protection of property; and
• investigation of incidents.

CCTV does not operate within bedrooms, bathrooms, treatment rooms or any other area where guests would reasonably expect complete privacy.

Recordings are retained only for as long as reasonably necessary and in accordance with our Privacy Policy and applicable data protection legislation.

Willowbank House & Lodges takes payment security seriously.

Where a payment is disputed through a chargeback or similar process, we reserve the right to provide relevant booking records, correspondence, signed documentation, CCTV (where appropriate) and other evidence to the payment provider in support of our position.

Fraudulent bookings or payment disputes may be reported to the appropriate authorities.

Nothing within this clause affects a guest's legitimate rights to dispute unauthorised transactions.

These Terms and Conditions are made solely for the benefit of Willowbank House & Lodges and the Lead Guest.

No person who is not a party to this agreement shall have any right to enforce any provision of these Terms except where such rights arise under applicable law.

If we choose not to enforce any provision of these Terms on one occasion, this shall not prevent us from enforcing that provision or any other provision at a later date.

Any waiver must be made expressly and in writing.

If any provision of these Terms is found by a court or other competent authority to be unlawful, invalid or unenforceable, that provision shall be deemed severed from the remaining Terms.

The remainder of these Terms shall continue in full force and effect.

These Terms and Conditions shall be governed by and interpreted in accordance with the laws of Northern Ireland.

Any dispute arising from or relating to these Terms, your booking or your stay shall be subject to the exclusive jurisdiction of the courts of Northern Ireland.

Nothing within this clause affects any statutory consumer rights available under applicable law.

Should you require clarification regarding these Terms and Conditions, wish to raise a concern or make a complaint, please contact us using the details below.

Willowbank House & Lodges

Website: www.willowbankhouse.co.uk

Email: enquiries@willowbankhouse.co.uk

Telephone: As published on our website.

We aim to respond to all correspondence as promptly as possible and appreciate the opportunity to resolve any concerns fairly and professionally.

These Terms and Conditions are intended to promote a safe, enjoyable and memorable experience for all guests whilst protecting the interests of both our visitors and Willowbank House & Lodges.

By confirming your booking and staying with us, you acknowledge that you have read, understood and agree to be bound by these Terms and Conditions.

We understand that unanticipated events happen occasionally in everyone’s life. In our desire to be effective and fair to all of our clients, and out of consideration for your therapist’s time, we have adopted the following policies:

Cancellations

• We require a minimum of 24 hours’ advance notice if you need to cancel or reschedule an appointment. This 24 hour period is not inclusive of Saturday and Sunday.
• Please ensure you contact your therapist by telephone and not SMS to either cancel or reschedule appointments or through the online booking portal. 
• In the event that you fail to provide the required advance notice you will be charged 100% of the treatment fees.
• Charges will not be applied when the required cancellation notice is provided.
• Clients who either forget or consciously choose to forgo their appointment without providing the required minimum notice will be considered a “no-show” and will be charged the full amount for their “missed” appointment. Please note that future services may be denied until payment is received.

Late arrivals

• Appointment times have been arranged specifically for you. If you arrive late for your scheduled appointment, your session may be shortened in order to accommodate others whose appointments follow yours. 
• Depending upon how late you arrive, your therapist will then determine if there is enough time remaining to start a treatment. Regardless of the length of the treatment actually given, you will be responsible for the “full” session, however we will do our best to satisfy the scheduled time.

These terms and conditions are for the benefit of you the client, and your Massage Therapist and form part of your Aftercare advice.

By following these simple guidelines the risk of any potential adverse physical and or allergic reactions to treatment will be greatly reduced. 

Suitability of massage treatment:

There are some potential contraindications to having a massage treatment, this will be discussed on your first appointment, or if this occurs later in a course of treatment, then it will be re-evaluated and you will be informed if it is no longer appropriate to continue with your treatment.

Massage treatments are NOT a substitute for medical examination or medical care. You must honour all existing and future medical practitioner appointments. It is NOT appropriate to stop any course of medication or treatment as prescribed by your GP or other healthcare professional without first discussing this with them.

Any therapy or treatment provided should not be used in place of conventional medical care. 

Always consult your GP or a healthcare professional for medical attention and advice. 

What to expect after treatment:

It is normal for you to feel some muscle soreness, aching and on occasion some localised bruising as a result of deep tissue massage therapy to the (skin, muscles, tendons and ligaments), and this will pass as part of the recovery process.

Our promise to you: 

We will always be honest and open with you if it is not appropriate for you to have a massage treatment and the limitations of what we think is possible to achieve from massage therapy.

Treatment Records:  I agree to my information being kept on file, securely and confidentially and in the understanding that it shall not be passed onto or read by any third parties, unless previous consent has been sought and provided, for the purposes of referral to another professional/organisation.

I agree to provide accurate and up to date information in regard to any changes to ongoing medical treatments as these changes may negatively affect my massage treatments in some way.

By booking and attending a treatment, it is taken as proof that you have read, understood and agree to the Terms and Conditions as described. 

I understand that any therapies I may undertake are done so voluntarily on the understanding that I have read and abide by the Terms and Conditions as set out above.