Booking your stay at Carraw Farm

Winter Getaway - Special Offers

For luxury breaks in Hadrian’s Wall Country, Carraw Farm – Self Catering Accommodation cannot be beaten for relaxation. Breath-taking views over open moorland, cosy sofas, and a relaxed laid back atmosphere make Carraw an ideal bolthole from the stresses of everyday life.


10% off stay at Vesta View (or both Properties)

Why not stay at Vesta View or both properties and receive a fantastic 10% discount off your stay.


Money off your stay at Shepherds Retreat

Why not stay at Shepherds Retreat and receive a fantastic discount off your stay or stay for 7 nights and only pay for 5.


Minimum stay 3 nights | subject to availability | terms and conditions apply | new bookings only | Offer available for stays taken between November 3rd 2023 and March 22nd 2024 (excluding Christmas and New Year 2023/24).

Choose an available date from the calendar grid below for the property(s) of your choice (start dates are shown in brown). Select the end date or choose the number of nights from the dropdown that will appear, and you will be able to see rates for the dates you have chosen.

Continue through the booking process until completed. Please get in touch if you have any queries.

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We look forward to welcoming you. When you make your booking, you are entering into an agreement with us and agreeing to our terms and conditions. Please ensure you read the terms and conditions of booking below prior to making a booking.

We reserve the right to alter these terms and conditions at any time and it is your obligation to check if changes have been made.

Definitions

“Booking” means the period for which you have paid to stay at the Property.

“Property” means Vesta View and / or Shepherds Retreat at Carraw Farm, Humshaugh, Hexham, Northumberland, NE46 4DB and all its fixtures, fittings and equipment.

“Management” means the owners and managers of the Property.

“You” and “Guests” means the persons who stay overnight in the Property during the Booking.

Your Booking

When you submit a booking via our online reservation system you will receive an automatically generated booking summary by email to the email address you provide in the booking form. This does not form a contract. A contract shall only arise when your booking is subsequently confirmed in writing via a letter of confirmation sent to you by post or email.

All offers and bookings are subject to availability. The party leader must be at least 18 years of age at the time of booking. Your booking is made as a consumer and you agree that no liability can be accepted by the management for any expenses, costs, losses, claims or other sums of any description which relate to any business, however, suffered or incurred by you. The management have the right to refuse any booking prior to the issue of your written confirmation by email.

It is the responsibility of the party leader to check all the details of the property, any facilities applicable and the terms of use BEFORE they book. In the circumstance of booking terms and property details not being read and the party leader wishes to change of cancel their booking; the terms as set out below will apply.

Paying for the Property

When you book the property you should pay the amount due by bank transfer or credit / debit / charge card via the tab on the booking form. If a booking is made 42 days or more before the holiday is due to start a non-refundable deposit of 25% of the rental is payable. Providing the booking can be confirmed the management will send your written confirmation by email to you as soon as reasonably possible confirming your booking details and the balance of your total holiday cost which must be received no later than 42 days before your arrival date at the property. However, if you book less than 42 days before your arrival date, full payment of your holiday costs is due straightaway. Please note it is your responsibility to pay the remaining funds by the due date.

Overseas guest may pay by International electronic transfer. Any charges for payments from overseas will be passed on to the guests. Overseas cheques are not accepted.

Security Deposits

A credit card preauthorisation of £250.00 per property will be taken by management as a damage / security deposit. 

Damage Charge

Any damage loss or expense incurred by management because of your breach of these Terms & Conditions will be charged against the credit card or by way of an invoice within a reasonable time after departure. Examples include but are not limited to any breakage, damage or excess cleaning requirements, extra Guests, or Visitors beyond those declared.

Following departure, we will check the property; if any damages are found then we will deduct the appropriate amount from the security deposit and will return the balance. If the damages exceed the security deposit amount then we are entitled to debit this amount from the lead bookers card details or seek payment by way of an invoice. 

If there are no damages then the full deposit will be refunded within 7 days. For small items such as minor glass breakages (within reason) we accept as general and wear and tear and generally these will not be charged for.  Before each booking, housekeeping management will have thoroughly checked the property to ensure that it is as good as it can be before your arrival; this also forms our knowledge regarding damages identified after a booking. By booking with us you accept that our identification of damages are correct and this cannot be challenged. Should you find some form of damage in the property upon your arrival, you should endeavour to inform us immediately.

Damage Caused by Guests

If damage occurs to the Property because of the actions of guests during the stay, where the extent of that damage is so severe that the management must (in their sole opinion) cancel and/or refund subsequent bookings, the management may bring a claim against you for any loss arising as a result, including the cost of refunding other guests affected by cancelled bookings and any additional administrative fees incurred in respect of the same.

Cancellations or Changes to your Booking by Management

The management do not expect to have to make any changes to your booking, but occasionally problems occur and bookings must be changed or cancelled. If this does happen, the party leader will be notified as soon as is reasonably practicable, explaining what has happened and inform you of the cancellation or change.

If you do not wish to accept any significant change to your booking or indeed the booking is cancelled you will receive a full refund of all monies paid. In the unlikely event that the party leader fails to acknowledge they wish to accept the changes the management will assume you wish to cancel your booking and receive a full refund of all monies paid by you. Please note that no compensation is payable for changes.

If you Change or Cancel your Booking

  • Changes

If you want to change your booking once your confirmation has been issued an administration fee of £50.00 plus VAT will be payable to the management once any change has been made. However, it is important to realise that a change of dates may have to be treated as a cancellation. The management will advise the party leader if this is the case when the change is requested.

  • Cancellation

If you wish to cancel your booking, the party leader must email their intent to cancel to relax@carraw.co.uk as soon as possible.

The treatment of a cancellation will be based on a) the reason for the cancellation, b) the length of time between cancellation and your holiday, and c) our ability to re-let the property, as follows:

  • More than 42 days notice of cancellation – Full refund of any monies paid by you (excluding the non-refundable deposit and a £50.00 plus VAT administration fee). 
  • 14 to 42 days notice of cancellation (excluding bookings at Christmas / New Year and Special Events) – 50% refund of any monies paid by you (excluding the non-refundable deposit and a £50.00 plus VAT administration fee). Bookings at Christmas / New Year and Special Events – 75% of any monies paid by you is retained. Any refunds will incur a £50.00 plus VAT administration fee.
  • Less than 14 days before arrival date, total cost.

If any payment due in relation to your booking is not paid by the appropriate date the management will assume that you wish to cancel your booking.

All refunds are subject to an administration fee of £50.00 plus VAT.

We strongly recommend taking out appropriate cover to protect against cancellation. A potentially suitable refund protection policy is available through our partner XCover and can be arranged at the time of booking or when the balance of the stay is payable. For full terms and conditions of this policy please click here. This policy is offered on an informed choice basis and no advice as to the suitability of this policy is given.

Circumstances Beyond our Control (Force Majeure)

The management shall not be liable jointly or individually for any changes, cancellations, effects on your holiday, loss or damage suffered by you or for any failure by the management to perform or properly perform any of our respective obligations to you which is due to any event(s) or circumstance(s) beyond the reasonable control of management (referred to as force majeure) in these conditions. By way of example only – force majeure includes war or threat of war, riot, civil strife, terrorist activity or actual threatened terrorist activity, industrial dispute, natural or nuclear disaster, adverse weather conditions, fire, contagious diseases, destruction or damage of the property and all similar events outside our control. Where your booking must be cancelled as a result, the management will refund to you all monies paid by you for your booking or part thereof if the booking has commenced. No compensation expenses, costs, or other sums of any description including the cost of securing alternative property or accommodation will be payable in such circumstances.

Your inability (or the inability of any, some or all your intended occupants) or disinclination to travel to and stay at the rented property for any reason. This includes – but is not limited to – illness (including Covid), a requirement or recommendation to self-isolate or quarantine, a call to jury duty, incarceration, change in personal or work circumstances, family emergencies, travel delays, vehicle breakdown, and delays with public transport. These remain at your risk and do not give rise to a right to cancel or to receive a refund unless we re-let the property. 

We strongly recommend taking out appropriate cover to protect against cancellation. A potentially suitable refund protection policy is available through our partner XCover and can be arranged at the time of booking or when the balance of the stay is payable. For full terms and conditions of this policy please click here. This policy is offered on an informed choice basis and no advice as to the suitability of this policy is given.

Liability

The use of amenities provided by the management, such as,  outside furniture etc are entirely at the user’s risk and no responsibility can be accepted for any deaths or injuries to persons  or loss, damage to any belongings of persons who use them. You must take all necessary steps to safeguard yourself and your personal property.

There shall be no liability for any claim arising from the act, omission or neglect or default of the management, its agents unless proved to be done with intent to cause damage or recklessly and with knowledge that loss or danger would probably result.

The Property

Blutack / Drawing Pins / Sellotape

Guests must not use these items to affix decorations etc to the walls within the property. PLEASE NOTE a minimum £100.00 plus VAT cleaning / repair charge will be applied for any work to make good damage incurred.

Candles

No candles are to be used by guests unless in circumstances such as a power cut.

Car Parking

A car park is available for guests’ use at the side of the property. Cars parked on site are at owners’ risk. A chargeable Electrical Vehicle Charging point is also available. Please refer to the separate Electrical Vehicle Charging Policy. 

Change Over Day / Time 

Vesta View – Change over day is typically on a Friday or Monday unless by prior arrangement. Shepherds Retreat – there are typically no specific change over days. Change over days may vary around bank holidays, such as, Christmas and New Year.

You can arrive at the property after 4.00pm on the start date of your stay and must leave by 9.30am on the last day. We like to be flexible on these times, but this all depends on the availability of the property(s), so if you do require an earlier check-in or later check-out please ask closer to your stay and we will try to accommodate if we can.

Fireworks and Sparklers

These may not be used either inside the property or in the garden / surrounding fields.

Fuel

Electricity and oil is included in the rental fee. 

Garden

No tents or other structures should be erected in the garden. Maintenance of the garden is ongoing, and the management try to schedule these times when guests are not resident, however this is not always possible.

Guest Details 

Details of all guests staying, including ages, at the property must be declared prior to arrival and under no circumstances may more guests than those specified stay in the property. A property can only accommodate the same number of occupants as beds unless an infant (up to 24 months old) is staying and sleeping in a travel cot.

Internet

 A free wireless internet service is provided. If for any reason the wireless internet service is unavailable during the stay, then the management are not liable for any consequent loss or inconvenience caused. 

Parties

Guests may not hold parties in the house or garden / surrounding fields, which includes the playing of loud music.

Personal Belongs

Vehicles, baggage and personal belongings are always at the guests risk. No responsibility will be accepted for loss or damage to any belongings or its contents.

Pets

All our properties have a no pet policy. Assistance dogs are welcome but must be declared in advance of arrival.

Smoking

All our properties have a no smoking policy. Smoking, including the use of e-cigarettes, is not permitted within the property. Guests are requested not to smoke inside the property or through open windows or doors. Any guests who set off the fire alarm by failing to follow this rule will be charged £100.00 plus VAT to cover the cost of resetting the fire safety system. If there is evidence of smoking and a property requires deodorising / additional cleaning then a minimum charge of £500.00 plus VAT will be levied. Any charges incurred will be taken from the lead bookers card details on file or by way of an invoice within a reasonable time after departure.

Third Party Access

Guests may not bring unknown third parties into the property without giving notification. Likewise, guests cannot rent the accommodation for more people than permitted by the applicable regulations.

Inclement Weather

The management hold no responsibility for guests unable to reach the property due to inclement weather or traffic conditions (i.e. snow, flooding, wind, road congestion etc.). If a guest is unable to reach the property due to poor weather conditions or travel issues, they will lose their full payment and an alternative break will not be offered. 

We strongly recommend taking out appropriate cover to protect against cancellation. A potentially suitable refund protection policy is available through our partner XCover and can be arranged at the time of booking or when the balance of the stay is payable. For full terms and conditions of this policy please click here. This policy is offered on an informed choice basis and no advice as to the suitability of this policy is given.

Other Responsibilities

Upon arrival it is your responsibility to thoroughly inspect the property for any uneven surfaces, trip hazards, sharp edges and generally anything which could cause harm to children or adults alike. You should then discuss any potential hazards as a group to ensure that everyone is aware and any appropriate action is taken. The management cannot be held responsible for any injury sustained whilst staying in the property and by booking you accept this and will conduct the thorough property assessment.

You and all members of your party agree both to keep the property clean and tidy and to leave the property in a similar condition to that in which you found it upon your arrival. A cleaning service (unless previously arranged) is not provided during your stay.

You are responsible to the management for the actual costs of any breakages or damage in or to the property (above general wear and tear) – along with any costs that may result – which is caused by you and / or members of your party, and the management can require payment from you to cover any such costs.

You must allow the management and / or any of their representatives access to the property at any reasonable time during your occupation of the property (except in case of emergency or where a problem needs remedying quickly and you cannot be contacted in time – in these situations the management are entitled to enter the property at any time without giving you prior notice).

The neighbouring land is managed by a third party and as such it would be very much appreciated if respect is paid to our neighbours. The adjoining paddocks and gardens are not to be entered under any circumstances. Please be careful when playing ball games in the garden that the ball does not go into the fields.

Before each booking, the management will have thoroughly checked the property to ensure that it is as good as it can be before your arrival; this also forms the management’s knowledge regarding damages identified after a booking. By booking you accept that the management’s identification of damages are correct and this cannot be challenged. Should you find some form of damage in the property upon your arrival, you should endeavour to contact the management immediately.

Before departure, all food must be removed from fridges, all rubbish put in the appropriate bins provided, and crockery and cutlery washed and packed away. The Property must be left in the same condition as it was received on arrival.

Extra cleaning charges may be incurred for the cleaning of dirty dishes, washing machine, dishwasher, emptying the fridge / freezer, removal of excessive rubbish etc. Should the cleaning fee be more than the usual cost for cleaning the property, you will be charged the additional costs over and above the normal cleaning fee which will be charged to your credit card.

All furniture and furnishings must be left in the position they were in when you arrived.

The property should be vacated on time and secured. All windows and doors are to be locked. All keys must be left in the kitchen or as otherwise directed.

Any additional charges incurred during the stay should be settled upon check out.

You are responsible for the safekeeping and replacement of accommodation keys. Lost keys will be charged at £50.00 plus VAT per set plus any additional costs incurred if any additional work is required, such as, locks having to be changed.

Problems

Every effort has been made to make your stay an enjoyable and memorable one. If however, if something is not quite right please contact the management. The management are keen that problems are resolved as soon as possible. All electrical and plumbing items are always best dealt with immediately and early notification will ensure that any problems are fixed as soon as is possible.

Insurance

The management strongly recommend all guests purchase travel insurance since the management are not responsible for any injuries, illness or accidents that may occur whilst staying at the property.

We strongly recommend taking out appropriate cover to protect against cancellation. A potentially suitable refund protection policy is available through our partner XCover and can be arranged at the time of booking or when the balance of the stay is payable. For full terms and conditions of this policy please click here. This policy is offered on an informed choice basis and no advice as to the suitability of this policy is given.

Your Information and Privacy

We have a separate Privacy Policy. Please refer to the respective tab.

1. About this policy

1.1 This policy sets our how Electric Vehicles (EV) should be recharged while at the Property and the responsibilities of EV owners in respect of safe charging.

1.2 Any reference to “Property” in this policy is a reference to Vesta View and / or Shepherds Retreat including any garden, grounds, outbuildings, garages or communal spaces.

1.3 This policy forms part of our contract with you. A breach of this policy will constitute a breach of the contract between us.

2. Who does this policy apply to?

2.1 This policy applies to all members of the Booking Party and such other visitors of the Property. It shall be the responsibility of the Lead Booker to inform all members of the Booking Party and any visitors of this policy.

3. What is an Electric Vehicle (EV)?

3.1 For the purpose of this policy an EV is any vehicle that uses electric motors, either fully or partially, to drive its wheels. It will derive some or all its power from rechargeable batteries which requires connection to the electricity grid (plug-in). This includes fully chargeable and plug-in hybrid cars, motorbikes, buggies, scooters, mopeds, bicycles, utility vehicles and tracked vehicles.

4. Domestic chargers are not permitted at the Property

4.1 Most EVs are supplied with a domestic charger, commonly known as a ‘granny charger’ or a ‘trickle charger’. These cables recharge the EV using a domestic power source via a 3-pin wall socket.

4.2 Domestic chargers are not suitable for use in the Property and will create a fire hazard. The use of domestic chargers is strictly forbidden.

4.3 We retain the right to carry out reasonable inspection, on a without notice basis, to ensure that granny chargers are not in use in the Property.

4.4 You are solely liable for any damage or loss suffered by us as a result of your unauthorised use of domestic chargers.

5.0 Dedicated charging points

5.1 The Property has one dedicated charge point located in the Farmhouse Car Park (DCP). It is the user’s sole responsibility to ensure the connector is compatible for use with their vehicle.

5.2 The DCP is exclusively for the use of the Booking Party, our staff and approved contractors. Visitors to the Property who do not comprise the Booking Party are not permitted to use the facilities without our express permission.

5.3 The DCP is subject to fair usage and the following charges:

⮚ Standing Tariff – £1.50
⮚ Cost per KWh – £0.70 including VAT.

5.4 Authorisation for the use of the DCP is via scanning the QR Code on the charger or in the guest information. If applicable, you will be directed to downloading the Charge Assist App and entering your payment details. To initiate a session scan the QR code and plug the vehicle into the charger..

5.5 You must not:

(a) use the DCP if you are not authorised to do so;

(b) use any splitting cables or modify the DCP in any way;

(c) smoke in the vicinity of the DCP;

(d) use the DCP for any commercial EV such as a taxi, ridesourcing or ridesharing EV (such as Uber, Lyft or similar services); delivery or transport EVs including buses or for any other commercial venture;

(e) occupy the DCP once charging of the EV is complete  We reserve the right to charge a reasonable fee where you fail to remove your EV from the DCP.

5.6 DCP spaces must not be occupied, or access impeded, by non-EV Vehicles or EV vehicles not using the DCP for charging purposes.

5.7 We do not guarantee the availability of the DCP and unavailability of the DCP shall not constitute a breach of our Guest Terms.

5.8 Use of the DCP is at the owner’s own risk and we do not accept any liability for loss or damage sustained by you or your EV as a result of using the DCP unless the damage was caused directly by our negligence.

5.9 You shall be responsible to us for any damage to the DCP or loss suffered by us caused by your use of the DCP.

Introduction

Our website uses cookies

Insofar as those cookies are strictly necessary for the provision of our website and services, we will ask you to consent to our use of cookies when you first visit our website.

About cookies

A cookie is a file containing an identifier (a string of letters and numbers) that is sent by a web server to a web browser and is stored by the browser. The identifier is then sent back to the server each time the browser requests a page from the server

Cookies may be either “persistent” cookies or “session” cookies: a persistent cookie will be stored by a web browser and will remain valid until its set expiry date, unless deleted by the user before the expiry date; a session cookie, on the other hand, will expire at the end of the user session, when the web browser is closed

Cookies do not typically contain any information that personally identifies a user, but personal information that we store about you may be linked to the information stored in and obtained from cookies.

Cookies that we use

We use cookies for the following purposes:

  • analysis – we use cookies to help us to analyse the use and performance of our website and services
  • cookie consent – we use cookies to store your preferences in relation to the use of cookies more generally.

Cookies used by our service providers

Our service providers use cookies and those cookies may be stored on your computer when you visit our website

We use Google Analytics to analyse the use of our website. Google Analytics gathers information about website use by means of cookies. The information gathered relating to our website is used to create reports about the use of our website. Google’s privacy policy is available at https://www.google.com/policies/privacy

We use SuperControl to offer our online booking service through our website. You can view the privacy policy of this service provider here.

Managing cookies

Most browsers allow you to refuse to accept cookies and to delete cookies. The methods for doing so vary from browser to browser, and from version to version. You can however obtain up-to-date information about blocking and deleting cookies via these links:

https://support.google.com/chrome/answer/95647?hl=en  (Chrome)
https://support.mozilla.org/en-US/kb/enable-and-disable-cookies-website-preferences  (Firefox)
http://www.opera.com/help/tutorials/security/cookies/  (Opera)
https://support.microsoft.com/en-gb/help/17442/windows-internet-explorer-delete-manage-cookies  (Internet Explorer)
https://support.apple.com/kb/PH21411  (Safari)
https://privacy.microsoft.com/en-us/windows-10-microsoft-edge-and-privacy  (Edge)

Blocking all cookies will have a negative impact upon the usability of many websites

If you block cookies, you will not be able to use all the features on our website.

In this document, “we”, “our”, or “us” refers to the Self Catering accommodation provisions, at Carraw Farm.

Our office is at Carraw Farm, Military Road, Humshaugh, Hexham, Northumberland, United Kingdom, NE46 4DB.

Introduction

1. This is a notice to inform you of our policy about all information that we record about you. It sets out the conditions under which we may process any information that we collect from you, or that you provide to us. It covers information that could identify you (“personal information”) and information that could not. In the context of the law and this notice, “process” means collect, store, transfer, use or otherwise act on information.

2. We regret that if there are one or more points below with which you are not happy, your only recourse is to leave our website immediately.

3. We take seriously the protection of your privacy and confidentiality. We understand that all visitors to our website are entitled to know that their personal data will not be used for any purpose unintended by them and will not accidentally fall into the hands of a third party.

4. We undertake to preserve the confidentiality of all information you provide to us, and hope that you reciprocate.

5. Our policy complies with UK law accordingly implemented, including that required by the EU General Data Protection Regulation (GDPR).

6. The law requires us to tell you about your rights and our obligations to you in regard to the processing and control of your personal data. We do this now, by requesting that you read the information provided at www.knowyourprivacyrights.org

7. Except as set out below, we do not share, or sell, or disclose to a third party, any information collected through our website.

The basis on which we process information about you

The law requires us to determine under which of six defined bases we process different categories of your personal information, and to notify you of the basis for each category.

If a basis on which we process your personal information is no longer relevant, then we shall immediately stop processing your data.

If the basis changes then if required by law, we shall notify you of the change and of any new basis under which we have determined that we can continue to process your information.

1. Information we process because we have a contractual obligation with you

When you create an account on our website, buy a product or service from us, or otherwise agree to our terms and conditions, a contract is formed between you and us.

In order to carry out our obligations under that contract we must process the information you give us. Some of this information may be personal information.

We may use it in order to:

  • verify your identity for security purposes
  • sell products to you
  • provide you with our services
  • provide you with suggestions and advice on products, services and how to obtain the most from using our website

We process this information on the basis there is a contract between us, or that you have requested we use the information before we enter into a legal contract.

Additionally, we may aggregate this information in a general way and use it to provide class information, for example to monitor our performance with respect to a particular service we provide. If we use it for this purpose, you as an individual will not be personally identifiable.

We shall continue to process this information until the contract between us ends or is terminated by either party under the terms of the contract.

2. Information we process with your consent

Through certain actions when otherwise there is no contractual relationship between us, such as when you browse our website or ask us to provide you more information about our business, job opportunities, our products and services, you provide your consent to us to process information that may be personal information.

Wherever possible, we aim to obtain your explicit consent to process this information, for example, by asking you to agree to our use of cookies.

Sometimes you might give your consent implicitly, such as when you send us a message by e-mail to which you would reasonably expect us to reply.

Except where you have consented to our use of your information for a specific purpose, we do not use your information in any way that would identify you personally. We may aggregate it in a general way and use it to provide class information, for example to monitor the performance of a particular page on our website.

If you have given us explicit permission to do so, we may from time to time pass your name and contact information to selected associates whom we consider may provide services or products you would find useful.

We continue to process your information on this basis until you withdraw your consent, or it can be reasonably assumed that your consent no longer exists.

You may withdraw your consent at any time by instructing us relax@carraw.co.uk. However, if you do so, you may not be able to use our website or our services further.

3. Information we process for the purposes of legitimate interests

We may process information on the basis there is a legitimate interest, either to you or to us, of doing so.

Where we process your information on this basis, we do after having given careful consideration to:

  • whether the same objective could be achieved through other means
  • whether processing (or not processing) might cause you harm
  • whether you would expect us to process your data, and whether you would, in the round, consider it reasonable to do so.

For example, we may process your data on this basis for the purposes of:

  • record-keeping for the proper and necessary administration of our business
  • responding to unsolicited communication from you to which we believe you would expect a response
  • protecting and asserting the legal rights of any party
  • insuring against or obtaining professional advice that is required to manage business risk
  • protecting your interests where we believe we have a duty to do so

4. Information we process because we have a legal obligation

We are subject to the law like everyone else. Sometimes, we must process your information in order to comply with a statutory obligation.

For example, we may be required to give information to legal authorities if they so request or if they have the proper authorisation such as a search warrant or court order.

This may include your personal information.

Specific uses of information you provide to us

5. Information provided on the understanding that it will be shared with a third party

Our website allows you to post information with a view to that information being read, copied, downloaded, or used by other people.

Examples include:

  • posting a message our forum
  • tagging an image
  • clicking on an icon next to another visitor’s message to convey your agreement, disagreement or thanks

In posting personal information, it is up to you to satisfy yourself about the privacy level of every person who might use it.

We do not specifically use this information except to allow it to be displayed or shared.

We do store it, and we reserve a right to use it in the future in any way we decide.

Once your information enters the public domain, we have no control over what any individual third party may do with it. We accept no responsibility for their actions at any time.

Provided your request is reasonable and there is no legal basis for us to retain it, then at our discretion we may agree to your request to delete personal information that you have posted. You can make a request by contacting us at relax@carraw.co.uk.

6. Complaints regarding content on our website

We attempt to moderate user generated content, but we are not always able to do so as soon as that content is published.

If you complain about any of the content on our website, we shall investigate your complaint.

If we feel it is justified or if we believe the law requires us to do so, we shall remove the content while we investigate.

Free speech is a fundamental right, so we have to make a judgment as to whose right will be obstructed: yours, or that of the person who posted the content that offends you.

If we think your complaint is vexatious or without any basis, we shall not correspond with you about it.

7. Information relating to your method of payment

Payment information is never taken by us or transferred to us either through our website or otherwise. Our employees and contractors never have access to it.

At the point of payment, you are transferred to a secure page on the website of our  booking agent SuperControl . That page may be branded to look like a page on our website, but it is not controlled by us.

In placing a booking these booking agents may process your personal data to fulfil the booking. At that time they act as the “data processor”.

8. Job application and employment

If you send us information in connection with a job application, we may keep it for up to 3 years in case we decide to contact you at a later date.

If we employ you, we collect information about you and your work from time to time throughout the period of your employment. This information will be used only for purposes directly relevant to your employment. After your employment has ended, we will keep your file for seven years before destroying or deleting it.

9. Sending a message to our support team

When you contact us, whether by telephone, through our website or by e-mail, we collect the data you have given to us in order to reply with the information you need.

We record your request and our reply in order to increase the efficiency of our business.

We keep personally identifiable information associated with your message, such as your name and email address so as to be able to track our communications with you to provide a high-quality service.

10. Complaining

When we receive a complaint, we record all the information you have given to us.

We use that information to resolve your complaint.

If your complaint reasonably requires us to contact some other person, we may decide to give to that other person some of the information contained in your complaint. We do this as infrequently as possible, but it is a matter for our sole discretion as to whether we do give information, and if we do, what that information is.

We may also compile statistics showing information obtained from this source to assess the level of service we provide, but not in a way that could identify you or any other person.

11. Affiliate and business partner information

This is information given to us by you in your capacity as an affiliate of us or as a business partner.

It allows us to recognise visitors that you have referred to us, and to credit to you commission due for such referrals. It also includes information that allows us to transfer commission to you.

The information is not used for any other purpose.

We undertake to preserve the confidentiality of the information and of the terms of our relationship.

We expect any affiliate or partner to agree to reciprocate this policy.

Use of information we collect through automated systems when you visit our website

12. Cookies

Cookies are small text files that are placed on your computer hard drive by your web browser when you visit any website. They allow information gathered on one web page to be stored until it is needed for use on another, allowing a website to provide you with a personalised experience and the website owner with statistics about how you use the website so that it can be improved.

Some cookies may last for a defined period of time, such as one day or until you close your browser. Others last indefinitely.

Your web browser should allow you to delete any you choose. It also should allow you to prevent or limit their use.

Our website uses cookies. They are placed by software that operates on our servers, and by software operated by third parties whose services we use.

When you first visit our website, we ask you whether you wish us to use cookies. If you choose not to accept them, we shall not use them for your visit except to record that you have not consented to their use for any other purpose.

If you choose not to use cookies or you prevent their use through your browser settings, you will not be able to use all the functionality of our website.

We use cookies in the following ways:

  • to track how you use our website
  • to record whether you have seen specific messages we display on our website
  • to keep you signed in our site
  • to record your answers to surveys and questionnaires on our site while you complete them
  • to record the conversation thread during a live chat with our support team

We provide more information about the cookies we use in our cookie policy.

13. Personal identifiers from your browsing activity

Requests by your web browser to our servers for web pages and other content on our website are recorded.

We record information such as your geographical location, your

Internet service provider and your IP address. We also record information about the software you are using to browse our website, such as the type of computer or device and the screen resolution.

We use this information in aggregate to assess the popularity of the webpages on our website and how we perform in providing content to you.

If combined with other information we know about you from previous visits, the data possibly could be used to identify you personally, even if you are not signed in to our website.

14. Our use of re-marketing

Re-marketing involves placing a cookie on your computer when you browse our website in order to be able to serve to you an advert for our products or services when you visit some other website.

We may use a third party to provide us with re-marketing services from time to time. If so, then if you have consented to our use of cookies, you may see advertisements for our products and services on other websites.

Disclosure and sharing of your information

15. Information we obtain from third parties

Although we do not disclose your personal information to any third party (except as set out in this notice), we sometimes receive data that is indirectly made up from your personal information from third parties whose services we use.

No such information is personally identifiable to you.

16. Third party advertising on our website

Third parties may advertise on our website. In doing so, those parties, their agents or other companies working for them may use technology that automatically collects information about you when their advertisement is displayed on our website.

They may also use other technology such as cookies or JavaScript to personalise the content of, and to measure the performance of their adverts.

We do not have control over these technologies or the data that these parties obtain. Accordingly, this privacy notice does not cover the information practices of these third parties.

17. Data may be processed outside the European Union

Our websites are hosted in United Kingdom and Ireland.

We may also use outsourced services in countries outside the European Union from time to time in other aspects of our business.

Accordingly, data obtained within the UK or any other country could be processed outside the European Union.

For example, some of the software our website uses may have been developed in the United States of America or in Australia.

We use the following safeguards with respect to data transferred outside the European Union:

  • the processor is within the same corporate group as our business or organisation and abides by the same binding corporate rules regarding data processing.
  • the data protection clauses in our contracts with data processors include transfer clauses written by or approved by a supervisory authority in the European Union
  • we comply with a code of conduct approved by a supervisory authority in the European Union
  • we are certified under an approved certification mechanism as provided for in the GDPR
  • both our organisation and the processor are public authorities between whom there is either a legally binding agreement or administrative arrangements approved by a supervisory authority in the European Union relating to protection of your information

Access to your own information

18. Access to your personal information

To obtain a copy of any information that is not provided on our website you may send us a request at relax@carraw.co.uk

After receiving the request, we will tell you when we expect to provide you with the information, and whether we require any fee for providing it to you.

19. Removal of your information

If you wish us to remove personally identifiable information from our website, you may contact us at relax@carraw.co.uk.

This may limit the service we can provide to you.

20. Verification of your information

When we receive any request to access, edit or delete personal identifiable information we shall first take reasonable steps to verify your identity before granting you access or otherwise taking any action. This is important to safeguard your information.

Other matters

21. Use of site by children

We do not sell products or provide services for purchase by children, nor do we market to children.

If you are under 18, you may use our website only with consent from a parent or guardian

We collect data about all users of and visitors to these areas regardless of age, and we anticipate that some of those users and visitors will be children.

Such child users and visitors will inevitably visit other parts of the site and will be subject to whatever on-site marketing they find, wherever they visit.

22. Encryption of data sent between us

We use Secure Sockets Layer (SSL) certificates to verify our identity to your browser and to encrypt any data you give us.

Whenever information is transferred between us, you can check that it is done so using SSL by looking for a closed padlock symbol or other trust mark in your browser’s URL bar or toolbar.

23. How you can complain

If you are not happy with our privacy policy or if have any complaint, then you should tell us by email. Our address is relax@carraw.co.uk

If a dispute is not settled, then we hope you will agree to attempt to resolve it by engaging in good faith with us in a process of mediation or arbitration

If you are in any way dissatisfied about how we process your personal information, you have a right to lodge a complaint with the Information Commissioner’s Office. This can be done at https://ico.org.uk/concerns/

24. Retention period for personal data

Except as otherwise mentioned in this privacy notice, we keep your personal information only for as long as required by us:

  • to provide you with the services you have requested
  • to comply with other law, including for the period demanded by our tax authorities
  • to support a claim or defence in court.

25. Compliance with the law

Our privacy policy has been compiled so as to comply with the law of every country or legal jurisdiction in which we aim to do business. If you think it fails to satisfy the law of your jurisdiction, we should like to hear from you.

However, ultimately it is your choice as to whether you wish to use our website.

26. Review of this privacy policy

We may update this privacy notice from time to time as necessary.

The terms that apply to you are those posted here on our website on the day you use our website. We advise you to print a copy for your records.

If you have any question regarding our privacy policy, please contact us.