Terms and Conditions

We are committed to protecting your privacy. Authorised employees within the company on a need to know basis only use any information collected from individual customers. We constantly review our systems and data to ensure the best possible service to our customers. Parliament has created specific offences for unauthorised actions against computer systems and data. We will investigate any such actions with a view to prosecuting and/or taking civil proceedings to recover damages against those responsible.

For more information please visit our Privacy Policy.

We use IP addresses to analyse trends, administer the site, track user’s movement, and gather broad demographic information for aggregate use. IP addresses are not linked to personally identifiable information. Additionally, for systems administration, detecting usage patterns and troubleshooting purposes, our web servers automatically log standard access information including browser type, access times/open mail, URL requested, and referral URL. This information is not shared with third parties and is used only within this Company on a need-to-know basis. Any individually identifiable information related to this data will never be used in any way different to that stated above without your explicit permission.

We do not monitor or review the content of other party’s websites which are linked to from this website. Opinions expressed or material appearing on such websites are not necessarily shared or endorsed by us and should not be regarded as the publisher of such opinions or material. Please be aware that we are not responsible for the privacy practices, or content, of these sites. We encourage our users to be aware when they leave our site & to read the privacy statements of these sites. You should evaluate the security and trustworthiness of any other site connected to this site or accessed through this site yourself, before disclosing any personal information to them. This Company will not accept any responsibility for any loss or damage in whatever manner, howsoever caused, resulting from your disclosure to third parties of personal information.

Like most interactive web sites this Company’s website [or ISP] uses cookies to enable us to retrieve user details for each visit. Cookies are used in some areas of our site to enable the functionality of this area and ease of use for those people visiting. Some of our affiliate partners may also use cookies.

For more information please visit theCookie Policy.

Copyright and other relevant intellectual property rights exists on all text relating to the Company’s services and the full content of this website.

This Company’s logo is a registered trademark of this Company in the United Kingdom and other countries. The brand names and specific services of this Company featured on this web site are trademarked.

We have several different e-mail addresses for different queries. These, & other contact information, can be found on our Contact Us link on our website or via Company literature or via the Company’s stated telephone, facsimile or mobile telephone numbers.

This company is registered in England and Wales, Number 3352005, registered office Park Leisure 2000 Ltd, Tudor Court, York Business Park, York, YO26 6RS

The laws of England and Wales govern these terms and conditions. By accessing this website and using our services or buying products you consent to these terms and conditions and to the exclusive jurisdiction of the English courts in all disputes arising out of such access. If any of these terms are deemed invalid or unenforceable for any reason (including, but not limited to the exclusions and limitations set out above), then the invalid or unenforceable provision will be severed from these terms and the remaining terms will continue to apply. Failure of the Company to enforce any of the provisions set out in these Terms and Conditions and any Agreement, or failure to exercise any option to terminate, shall not be construed as waiver of such provisions and shall not affect the validity of these Terms and Conditions or of any Agreement or any part thereof, or the right thereafter to enforce each and every provision. These Terms and Conditions shall not be amended, modified, varied or supplemented except in writing and signed by duly authorised representatives of the Company.

The Company reserves the right to change these conditions from time to time as it sees fit and your continued use of the site will signify your acceptance of any adjustment to these terms. If there are any changes to our privacy policy, we will announce that these changes have been made on our home page and on other key pages on our site. If there are any changes in how we use our site customers’ Personally Identifiable Information, notification by e-mail or postal mail will be made to those affected by this change. Any changes to our privacy policy will be posted on our web site 30 days prior to these changes taking place. You are therefore advised to re-read this statement on a regular basis.

Complaints concerning ownership

This policy outlines your rights in the unlikely event that you require to make a complaint with regards to your ownership with Park Leisure.

1. Our Complaints Procedure

Great customer service is at the heart of everything we do, but we understand we may not always get it right. If you are ever unhappy about any aspect of owning with us we’d like to hear from you.

Your Customer Care Team are there to listen. If you have any issues this is the best starting point in getting it resolved, if your team can’t help they will be able to put you in touch with your General Manager.

If you would prefer to write a complaint then you will need to send this to your park address for the attention of General Manager, or simply e-mail them to the address found in your handover pack.

2. Unsatisfied with the outcome

If after contacting the park you are unhappy with the outcome, you can give us a call 9am to 5pm, Monday to Friday, on 0808 115 0545 and we will do our upmost to resolve your complaint

If after contacting the park you are unhappy with the outcome you can contact us by email at customerrelations@parkleisure.co.uk or by post at:

Customer Relations Department Park Leisure Unit 1 Tudor Court Nether Poppleton YORK YO26 6RS.

Please give us as much information about the complaint as possible (including details of your communication with the park,) and let us know the best way for us to contact you.

3. What we’ll do about your complaint

If we are unable to resolve the complaint immediately, we’ll send you written acknowledgment of receipt of the complaint within 5 business days.

If we require more information, we will get in touch with you via your preferred means of communication. Our complaint resolution target is within 20 working days of us receiving your complaint and we will certainly provide you as a minimum a progress update within this timeframe.

4. Our commitment to you

We are fully committed to providing a great service and this absolutely includes when you’re making a complaint. We are committed to treating you fairly and transparently, and to dealing with your concerns as quickly as we can. If you want to speak to someone about our complaints procedures or the way we have handled a complaint, please give us a call 9am to 5pm, Monday to Friday, on 01904 786100 and we will do our upmost to resolve your complaint.

Complaints concerning 3rd party finance

This policy outlines your rights in the unlikely event that you require to make a complaint with regards to your introduction to a 3rd party lender.

1. How to complain

The easiest way to complain is to give us a call 9am to 5pm, Monday to Friday on 0808 115 0545 we will do our upmost to resolve your complaint and we will do our upmost to resolve your complaint immediately.

Alternatively, you can contact us by email at customerrelations@parkleisure.co.uk or by post at: Complaints Department Park Leisure Unit 1 Tudor Court Nether Poppleton YORK YO26 6RS

Please give us as much information about the complaint as possible (including your application number if you have it available) and let us know the best way for us to contact you.

2. What we’ll do about your complaint

If we are unable to resolve the complaint immediately, we’ll send you written acknowledgment of receipt of the complaint within 5 business days along with a copy of this policy.

If we require more information, we will get in touch with you via your preferred means of communication. Please feel free to contact us by phone, email or post if you require any information with regards to the complaint. Our complaint resolution target is within 40 days of us receiving your complaint and we will certainly provide you as a minimum a progress update within this timeframe.

3. Our commitment to you We are fully committed to providing a great service and this absolutely includes when you’re making a complaint. We are committed to treating you fairly and transparently, and to dealing with your concerns as quickly as we can. If you want to speak to someone about our complaints procedures or the way we have handled a complaint, please give us a call on 0808 115 0545.

4. What to do if you’re not happy with Park Leisure’s response

The Financial Ombudsman Service (FOS) is an independent and impartial organisation that helps to settle disputes between consumers and financial services businesses, like us. If you are not happy with our final decision about your complaint, you can refer your complaint to FOS.

For FOS to look into your complaint, you must have tried to resolve it with us first or it must have been over 8 weeks since you first raised your complaint. We will send you full details about the FOS with our final decision letter.

You can contact FOS:

By Phone: 0800 023 4 567 (calls to this number are free on mobile phones and landlines) or 0300 123 9 123 (calls to this number cost no more than calls to 01 or 02 numbers). By Email: complaint.info@financial-ombudsman.org.uk By Post: Financial Ombudsman Service, Exchange Tower, London, E14 9SR By Visiting Its Website: http://www.financial-ombudsman.

We are registered under the Data Protection Act 1998 and as such, any information concerning the Client and their respective Client Records may be passed to third parties. However, Client records are regarded as confidential and therefore will not be divulged to any third party, other than [our manufacturer/supplier(s) and] if legally required to do so to the appropriate authorities. Clients have the right to request sight of, and copies of any and all Client Records we keep, on the proviso that we are given reasonable notice of such a request. Clients are requested to retain copies of any literature issued in relation to the provision of our services. Where appropriate, we shall issue Client’s with appropriate written information, handouts or copies of records as part of an agreed contract, for the benefit of both parties.

We will not sell, share, or rent your personal information to any third party or use your e-mail address for unsolicited mail. Any emails sent by this Company will only be in connection with the provision of agreed services and products.

The information on this web site is provided on an "as is" basis. To the fullest extent permitted by law, this Company:

• excludes all representations and warranties relating to this website and its contents or which is or may be provided by any affiliates or any other third party, including in relation to any inaccuracies or omissions in this website and/or the Company’s literature; and
• excludes all liability for damages arising out of or in connection with your use of this website. This includes, without limitation, direct loss, loss of business or profits (whether or not the loss of such profits was foreseeable, arose in the normal course of things or you have advised this Company of the possibility of such potential loss), damage caused to your computer, computer software, systems and programs and the data thereon or any other direct or indirect, consequential and incidental damages.

This Company does not however exclude liability for death or personal injury caused by its negligence. The above exclusions and limitations apply only to the extent permitted by law. None of your statutory rights as a consumer are affected.

Unless otherwise stated, the services featured on this website are only available within the United Kingdom, or in relation to postings from the United Kingdom. All advertising is intended solely for the United Kingdom market. You are solely responsible for evaluating the fitness for a particular purpose of any downloads, programs and text available through this site. Redistribution or republication of any part of this site or its content is prohibited, including such by framing or other similar or any other means, without the express written consent of the Company. The Company does not warrant that the service from this site will be uninterrupted, timely or error free, although it is provided to the best ability. By using this service you thereby indemnify this Company, its employees, agents and affiliates against any loss or damage, in whatever manner, howsoever caused.

Neither party shall be liable to the other for any failure to perform any obligation under any Agreement which is due to an event beyond the control of such party including but not limited to any Act of God, terrorism, war, Political insurgence, insurrection, riot, civil unrest, act of civil or military authority, uprising, earthquake, flood or any other natural or man-made eventuality outside of our control, which causes the termination of an agreement or contract entered into, nor which could have been reasonably foreseen. Any Party affected by such event shall forthwith inform the other Party of the same and shall use all reasonable endeavours to comply with the terms and conditions of any Agreement contained herein.

Within the owners' lounge Park Leisure owners are able to purchase extras and add-ons for their holiday home, as well as pay any invoices for site fees. All payments are securely processed via Worldpay in GBP.

All major credit and debit cards are accepted:

• Visa
• Mastercard
• Maestro
• UBC

If you have any queries please contact us at accounts@parkleisure.co.uk or call us on 01904 786 100. Alternatively please write to us:

F.A.O Accounts Park Leisure 2000 Ltd 1 Tudor Court York Business Park Nether Poppleton YO26 6RS .

When purchasing items from the online store, within your owners' lounge, you are required to give at least two days for delivery. Should you wish to cancel your order or find fault with the items purchased you have seven days from receipt of delivery in which to notify us.

To notify us of your wish to cancel your purchase please email us at the email address below stating your World Pay transaction ID as your subject line. Once approved refunds will be made within 30 days of cancellation to the card you used to purchase your items.

If you have any queries please contact us at accounts@parkleisure.co.uk or call us on 01904 786 100. Alternatively please write to us:

F.A.O Accounts Park Leisure 2000 Ltd 1 Tudor Court York Business Park Nether Poppleton YO26 6RS.

Offer applies to new customer referrals only. To be eligible for £1000 site fee credit for the owner, your friend must inform the park of your name and park at the time of their holiday home sales appointment. If the owners referred friend or family member purchase a holiday home from Park Leisure, the £1000 site fee credit will be applied to the owner's 2023 site fee payment once the friend has completed the holiday home sale and paid in full by 14th April 2022. No cash alternative. Offer only applicable on Park Leisure stock, offer does not apply to units sold via a private sale. Valid from 1st December 2021, offer ends 30th April 2022. Park Leisure reserves the right to withdraw the offer at any point without prior notice.

Offer applies to new customer referrals only. To be eligible for our £1,000 Local Partnership referral promotion you must be signed up to our Park Leisure Local Partnership programme. Your referred customer must present your business name to the Park leisure Sales Advisor upon making a Holiday Home Sales appointment with a Park Leisure Holiday Park, and ensure the referral details are provided in full before the holiday home sale is completed. Your Park Leisure reward will be paid to your business once your referred customer has completed the holiday home sale process and has paid in full for their holiday home. Park Leisure Local Partnership referral payments will be made to a business within 60 days of a sale completion. Park Leisure reserves the right to modify or discontinue the offer, temporarily or permanently, at any time and without prior notice. Offers ends 30th November 2022.

All holiday home and lodge prices shown exclude ongoing site fees, rates and insurance. For more information, please contact one of our park sales advisors.

We’re offering our holidaymakers a full refund on your existing holiday booking (to the maximum value of £1,000) when you buy a new, demonstration or pre-owned holiday home from Park Leisure. Offer is available to new customers only and may be subject to change or be withdrawn at any time without notice. To qualify for this offer, the holiday home purchase must be completed within 28 days of your holiday departure date. Offer is not valid in conjunction with any other offer including the Willerby Grasmere and Willerby Links promotion.

Finance options are available, terms and conditions apply. For more information, please contact one of our sales advisors on-park.

5-star pertains to the 5-star rating accredited to our holiday park as awarded by Visit England or Visit Wales.

Your holiday booking guarantees you a great holiday in a caravan of the specification you have booked. Your health and safety, and the health and safety of our other customers and our team, are our number one priority. If we are not able to provide your holiday because we have had to close for health and safety reasons, then you may choose to re-book at no additional cost or to receive a refund from us. For more information visit www.parkleisureholidays.co.uk/terms-and-conditions

We also hope that during your holiday you will be able to enjoy as many of our other facilities as possible. The price you pay us is for the holiday accommodation only, any facilities on park are provided to you as a complimentary service. Unfortunately, for health and safety reasons we do not promise they will be open. We will open them only if both the law and our own health and safety risk assessments tell us we can open them safely. We may need to close them at short notice. As you will still be receiving the holiday you have booked with us, and we have not promised these complimentary facilities will be open, you will not be entitled to cancel or to receive any compensation if they are closed. For more information on which facilities will be available during your holiday visit www.parkleisureholidays.co.uk/faqs

Site fees are subject to pitch availability and location park.

Offer is valid from Monday 12th October 2021 to Thursday 31st March 2022. To qualify for a site fee credit of up to £4,000 a deposit payment must be received by 7pm on Monday 28th February 2022 with all holiday home purchases completed and the balance paid in full by Thursday 31st March 2022. A site fee credit of £3,000 is available for the following parks; Littondale, Malvern View and Pentire. A site fee credit of £4,000 is available for the following parks; Amble Links, Brynteg, Chantry, Ribble Valley, Yorkshire Dales, Oyster Bay, Par Sands and Plas Coch. Offer is available at all Park Leisure holiday parks on any holiday home from our range. The offer cannot be used in conjunction with any other offer and can be withdrawn by Park Leisure at any time.

- 4 bikes available at Pentire and Oyster Bay

- All riders must be over the age of 18. Riders must provide their own helmets and must wear a high visibility vest, the park may have spare helmets/vests for use, however this is not guaranteed. Riders are responsible for securing the bikes at all times.

- Booking varies, a small refundable fee may be charged, and retained if any items related to the bike are lost or damaged. For all bookings, please enquire at reception on park. Bookings have a time limit of use and we will require you to sign a release form for insurance purposes.

Earn a guaranteed income of between £2,250 and £4,550 when you sublet your holiday home through our GLEE Sublet Scheme. The GLEE scheme is available to customers with new holiday homes (less than 12 months old) and valid for the first calendar year of your ownership on-park. After the 12-month period, we will offer you the opportunity to sign up to our standard sublet scheme. As part of the GLEE scheme, and in return for allocating 5 peak weeks to Park Leisure, you will receive a credit to your owner account that can be used in two ways:

Option 1 - 100% credited to your owner account to offset the running costs of your holiday home.

Option 2 - 50% credited to your owner account to offset the running costs of your holiday home, and 50% used towards the deposit against the purchase of your holiday home.

To qualify for GLEE, we require you to sublet your holiday home for 5 full peak weeks, 3 of which are in summer peak dates. In return for the 5 weeks, we will credit your account with the rate depending on the grade of your holiday home:

- Lifestyle (previously Gold Plus) graded holiday home - £2,250 credited to your owner account.

- Elegance (previously Platinum Plus) graded holiday home - £3,500 credited to your owner account.

- Sanctuary Lodge (previously Lodges) graded holiday home - £4,550 credited to your owner account.

Please speak to the on-park sales team for full terms and conditions and how to sign up.

Where possible, we will move customers into their holiday home within 10 days, subject to park and team availability. These offers are subject to prospective owners moving within 10 days of payment in full.

Offer is available to all Park Leisure holiday home owners and is valid for 2022 holiday bookings made between 4^th January 2022 until 31st December 2022, and can be redeemed against a 2022 or 2023 holiday. Holidays must be booked online at www.parkleisureholidays.co.uk, entering the promo code given in the ‘promotional code’ box in the payment stage of your online checkout. Please note that the discount cannot be applied after your booking has already checked out online. The 25% off discount cannot be used in conjunction with any other offer and can be withdrawn by Park Leisure at any time.

All off-park services, including the list below are added value services, that are not included in your site fee, and can be changed or withdrawn at any time without notice

• 2021 Owners' Social Events Programme
• The Coniston Hotel & Spa
• The Wensleydale Heifer
• The Marine Club
• The Conway Centre
• Pili Palas World
• Greenwood Family Park
• Gypsy Wood
• Hangloose Adventure
• Freewave Surf Academy
• Alnwick Golf Club

Win a Luxury Summer Essentials pack worth £1,000 is available to Pentire Owners only. The pack contains one set of decking furniture, one gas BBQ, one luxury meat hamper, one picnic hamper and one bottle of champagne. All items are subject to availability at the time. Entrants must be 18 years of age or over. Only one entry per holiday home pitch. Competition entries can be submitted from Friday 9th July 2021 until 4pm on Sunday 19th September 2021 upon completion of surveying three holiday homes on-park. The winner will be drawn from all valid entries live on Facebook at 5pm on Sunday 19th September and will be notified by phone call within 7 days of the prize draw. The winner will be drawn at random by a member of the team on-park. The winner will be required to collect the prize from reception on-park. If the winner cannot be contacted or does not claim the prize within 14 days of notification, we reserve the right to withdraw the prize from the winner and pick a replacement winner. No responsibility can be accepted for entries not received for whatever reason. Park Leisure reserves the right to cancel or amend the prize draw and these terms and conditions without notice in the event of a catastrophe, war, civil or military disturbance, act of God or any actual or anticipated breach of any applicable law or regulation or any other event outside of Park Leisure's control. Any changes to the prize draw will be notified to entrants as soon as possible by Park Leisure. Park terms and conditions of ownership apply. No purchase necessary.

The winner of the charity raffle will win a 3 night weekend, or 4 night mid-week family break at a Park Leisure holiday park for up to 4 people to be taken at Brynteg, Littondale, Malvern View, Par Sands or Pentire that can be taken anytime before 31^st December 2022. By entering the promotion, entrants agree to be bound by these rules and by the decisions of the promoter that are final in all matters relating to the promotion. Park Leisure reserves the right to withdraw, or change the offer at any point without prior notice. Competition is not open to Park Leisure employees (the promoter) their immediate families, agencies, associates, printers or anyone professionally connected with the promotion are excluded. The winner will be notified via email and their name and/or entry will be displayed on the Park Leisure website and social media channels, and may be used in future advertising.

Up to £5,000 off caravans & lodges*: Offer is available on selected caravans and lodge models only. Offer savings vary at each holiday park and are subject to holiday home availability whilst stocks last. For details of our Autumn Sale offers please enquire on park. Offers are subject to terms and conditions, available to new customers only and may be subject to change or be withdrawn at any time without notice. Offer carries no cash alternative. To be eligible for this offer the holiday home deposit must be paid by 14th October 2021 , and your holiday home must be paid in full by 30th October 2021.

Offer is valid from Monday 11th October 2021 to Thursday 31st March 2022. To qualify for a site fee credit of up to £3,000, the holiday home owner must purchase a single unit holiday home with Park Leisure, and to qualify for a site fee credit of up to £4,000, the holiday home owner must purchase a twin unit holiday home with Park Leisure. Discount amounts vary depending on park, please ask your sales team for more information. A deposit payment must be received by 7pm on Wednesday 30th March 2022 with all holiday home purchases completed and the balance paid in full by Thursday 31st March 2022. Offer applies to Park Leisure existing owners only. Offer is available at all Park Leisure holiday parks on any holiday home from our range. The offer cannot be used in conjunction with any other offer and can be withdrawn by Park Leisure at any time.

The free Drain Down & Drain Up for all owners offer is available to book from now until 31st December 2021. To qualify for one free drain up and one free drain

down, the owner must have booked their drain down and drain up by no later than 31st December 2021. Drain down must be complete by 31st March 2022, and

drain back up by 30th April 2022. All booking requests must be received in writing, via email or post, returning this form attached. We cannot accept any telephone

bookings at this time. It is the owners responsibility to ensure that the booking form is received on park before the deadline date. All changes to your booking

must also be received in writing. Due to the demand for this free offer, we will require a minimum of 14 days’ notice for any booking, and we cannot guarantee

your booking date but will aim to complete by the nearest possible date. Our team will be required to inspect the holiday home before the drain down booking is

accepted. ^Second Drain Down for owners. A Second Drain Down is available to book from now until 31st January 2022. The second drain down will be subject

to our prices stated, all prices are included in our brochure. Our team will be required to inspect the holiday home before the drain down booking is accepted. All

booking requests must be received in writing, via email or post, returning this form attached. We cannot accept any telephone bookings at this time. + 10% discount

on second drain down & drain up is valid only until 31st October 2021.

Annual minimum term of 12 months applies. +Join between the 1st January 2022 and 31st January 2022 with a friend to receive a 10% discount off our full price memberships. Both adults must subscribe to a 12month membership to qualify. ^Kids swim free when they are an enrolled member of our swim school.

To qualify for the ‘Try Buy’ stay offer - the customer must book a Caravan Sales appointment prior to check-in for a ‘Try Buy’ stay, and participate in a full Caravan Sales Tour with a Park Leisure Sales Representative. The Caravan Sales Tour will involve a discovery meeting, a guided tour of our holiday park, and viewings of 3 or more holiday homes with your sales representative. ‘Try Buy’ stays are subject to availability. Customers must pay in full for their ‘Try Buy’ stay prior to attending their Caravan Sales Tour, a customer ‘Try Buy’ booking cannot be confirmed until payment is received in full. ‘Try Buys’ are charged at £99 for a 3 night off-peak stay. ‘Try Buys’ are charged at 50% off the full booking rate for a 3 night stay in peak periods (peak periods are defined as UK school holidays and bank holiday dates). If a customer does not purchase a holiday home with Park Leisure, the full value of the ‘Try Buy’ booking will be chargeable and retained by Park Leisure. If a customer purchases a holiday home with Park Leisure, and pays in full within 21 days of their ‘try buy’ booking arrival date, the value of the ‘try buy’ stay will be deducted from the price of the holiday home purchase price. ‘Try Buy’ stays are not transferrable. The ‘Try Buy’ offer cannot be used in conjunction with any other offer and can be withdrawn by Park Leisure at any time. Only one ‘Try Buy’ stay is available to a household, no subsequent stays can be made with a ‘Try Buy’ offer.