Terms & Conditions | Dilham Hall Retreats

Last updated 6 July 2026.

Reservations for accommodation by guests (“the Guest”) are accepted by Dilham Hall Retreats (“the Agent”) on behalf of the property owner (“the Owner”).

Booking

The Guest who makes the booking is deemed to have agreed to these terms and conditions, will be responsible for all persons included in the booking, and should ensure that they are all aware of these terms and conditions.
The Owner or the Agent reserves the right to decline any booking, or to refuse to hand over a key to any person who has not complied with these terms and conditions.

Personal data

Any personal data you give to us will be processed in accordance with the law and our privacy policy.
We may use the information for any purpose related to our business, including providing you with information about our business. We may do this by email, SMS or post.
To help us do this, we may share it with an associated business, or with third parties if they do work for us or if the law requires us to do so.
We may also disclose your information to SuperControl, who may contact you inviting you to complete a questionnaire and review of your stay.
We will not supply the data to other third parties for them to use in their marketing without your further permission.
If you do not want us to use your personal data in any of these ways, or you would like any further information, please contact us at hello@dilhamhall.co.uk.

Payment terms for all bookings

We strongly recommend guests make sure they have holiday insurance to cover any cancellation, as we do not offer a refund in all circumstances. You may find that you have holiday insurance as part of your home insurance or as a benefit of your bank account, for example.
For all bookings the minimum deposit is 50%, paid upon booking.
If you book within 6 weeks of your arrival date, the total amount is due at the time of booking.
All bookings are non-transferable.
The Guest agrees to pay the balance of the payment six weeks before the holiday is due to start. Email reminders are sent, but delivery cannot be guaranteed. Where a Guest fails to pay their balance by the due date, the booking may be cancelled and the deposit retained.
If we are not able to honour your booking for circumstances within our control, we will offer you the choice between alternative dates or a full refund.
If we are not able to honour your booking for circumstances beyond our control or yours, for example weather conditions, it will be our choice whether to offer you a selection of alternative dates or a full refund.
If your card issuer or bank declines a payment for any reason, or if you ask us to change the dates or details of a confirmed booking, we may charge an administration fee of £35, in addition to any other costs arising from the change.
Any sums owed to us that remain unpaid more than 3 days after their due date will accrue interest at 4% per year above the Bank of England base rate, calculated daily until paid in full.

Pricing

We review our prices regularly. We may correct genuine pricing errors at any time; if this happens after your booking has been confirmed, we will contact you to agree how to proceed before any change takes effect. The price you pay is the price confirmed to you at the time of booking.

Stays, arrivals and departures

Retreat bookings are a minimum of 2 nights (off peak) and 3 nights (peak), including over a bank holiday.
Arrivals are from 4pm and departures by 10am.

Cancellation terms for all bookings

We will treat a booking as cancelled if you tell us to do so, or if you do not arrive by 11pm on the first day of your booking. The charges below are a genuine pre-estimate of the loss we are likely to suffer if you cancel. For administrative reasons we never make refunds of less than £50. Subject to this:

Time of cancellation before arrival	Amount retained
6 weeks or more	Deposit only
Between 6 and 3 weeks	Deposit plus 50% of the balance payment
Less than 3 weeks	Full amount

We will always try to re-let cancelled dates. In the event that we are able to re-let your dates, we will refund 90% of the monies that would otherwise have been retained under the table above (subject to the minimum refund of £50 referred to above).

Special terms and conditions

No dogs at our couples glamping site (Broad Fen). This rule does not prevent you from bringing an assistance dog if this is required to support your disability and Assistance Dogs UK or any successor body has issued you with an Identification Book or other appropriate evidence.
We are located in a rural area and, while we make every effort to maintain a reliable Wi-Fi connection, outages can occur. We will always endeavour to resolve any connectivity issues as quickly as possible. We do not offer refunds or compensation for Wi-Fi failure.
Strictly no smoking (including e-cigarettes) in the accommodation.
Barbecues are allowed outside, and campfires are allowed in the fire pit provided only. These must not be placed on the wooden decking. Only wood provided is to be used on the barbecues.
Personal possessions which are left behind can be returned by courier for a fee of £10 per item.

Hot Tub Disclaimer

To read our hot tub disclaimer form, please click the link below:

Hot Tub Disclaimer (download)

Canoe Hire Terms and Conditions

Please click the link below to see the canoe hire waiver form:

Canoe Waiver Form (download)

Terms and conditions for all bookings

Age

Our couples glamping site is an adults only site; no children are permitted.
The lead guest responsible for any retreat booking must be at least 18.

Behaviour

All ball games are to be played within your retreat boundary.
You should use our property safely and should not cause danger to others.
You should obey all health and safety notices.
You should act on the reasonable instructions of the staff.
You must not hold parties, celebrations or other events at the accommodation without our prior written consent.

Information about your party

We have the right to obtain the name, date of birth, address and gender of each member of your party before confirming your booking or at any time. You (the booker) must be a member of your party unless we agree otherwise. Failure to provide us with full details of the make-up of your party prior to your arrival may result in access to your glamping pod being delayed or denied. We want to maintain a safe and secure environment for you and your family and may ask for identification on arrival.

We do not knowingly allow anyone to use or visit our site who has an unspent criminal conviction, has an entry on a criminal register (including the sex offenders’ register), has any record of any order indicating anti-social behaviour, violence, abuse, public disorder or criminal damage or any other form of anti-social behaviour, is a convicted sex offender or subject to the notification requirements of the Sexual Offences Act 2003, or is subject to a Sexual Risk Order or Child Abduction Notice. If you do not disclose this information to us and it later becomes known, we reserve the right to cancel your booking and require that you and the other members of your party leave the site and their glamping pods, without refund.

We reserve the right to conduct security searches as a condition of entry to protect your safety and that of other visitors. We may conduct security searches of clothing, bags and vehicles, as determined by us in our reasonable discretion, including on entry and exit of our glamping pods.

Cleaning

The Guest is responsible for leaving the accommodation in good order and in a clean condition; otherwise a cleaning charge will be levied.

Accommodation

You must use your accommodation and its contents with care and leave it in a clean and tidy condition on departure. An accommodation inventory is available in advance on request and is provided in your accommodation on arrival. We reserve the right to charge you for any extra cleaning, missing items or damage.

We reserve the right to enter your accommodation at any time for any reasonable purpose, for example to make checks, carry out maintenance work or housekeeping. Other than in an emergency, we will give you as much notice as is reasonable in the circumstances.

The members of your party and the allocation of guests in each accommodation unit must remain the same for the whole of your stay.

The maximum number of guests in each accommodation type (as stated on our website) must not be exceeded. If it is, we may move those additional persons to another accommodation unit and will charge you or them the appropriate full charge for the additional accommodation, from the date your party arrived for the break, or they will be asked to leave.

You are responsible for, and agree to reimburse us for, the cost of any breakage, damage or missing items in or to the accommodation or its contents caused by you, any member of your party, or any visitor, in addition to any cleaning charge referred to above.

Safety

You are responsible for the safety of your party.
You are solely responsible for securing your property.
You may only use alarms of the silent, monitored type and not audible alarms.
Your accommodation may not be used for sleeping a number of persons greater than the number stipulated in your booking.
You must ensure that all members of your party are familiar with the location of the fire points and the contents of any fire notices.
You must not store fuels or combustible materials.
You must make sure that any electrical equipment you bring is in good condition and safe to use at our property.

Visitors

Visitors are strictly by prior arrangement only.
Any visitors must leave by 9pm.
It is your responsibility to ensure that your visitors and all members of your party obey the rules.

Being a good neighbour

Please respect the privacy of others and keep noise to a minimum, with absolute quiet between 11pm and 7am.
You must keep away from any vacant retreats.
You may only consume alcoholic drinks within the boundaries of your retreat.
You must not use a drone, powered model aircraft or any other powered flying object.
You must not use any Chinese lanterns, fireworks or similar.
You may not ride bicycles or scooters (or similar) so as to cause a nuisance or undue noise.

Respecting the environment

If you experience any problem with the electrical, gas or water system, you should contact us. You must not attempt to work on any part of the electrical, gas or water system yourself; this includes any installations.
You must not introduce any foreign items into the drainage system, including cleaning cloths, sanitary towels, condoms, cooking fat, engine oil, grease or paint.
You must not erect any tents which do not form part of your booking.
We do not permit the erection of fences or any means of permanent enclosure, but we do allow windbreaks.
You must not cut any trees or hedges. If you find any tree or hedge a nuisance or unsatisfactory, you should take the matter up with us; do not deal with it yourself.
You must not dig any hole.
You may only use washing lines of the rotary type or the window sill type, and must remove them and store them out of sight immediately after use. You must site washing lines to avoid inconvenience to others.
You must use the refuse bins and recycling points provided.

Vehicles

You must insure all vehicles for use on the public road.
You must insure all accessories and items towed by vehicles (such as towed boats and jet skis) as for use on the public road.
Motor vehicle repairs must not be carried out, but a recognised breakdown service may attend in the event of a breakdown.
Quad bikes, trials bikes and powered scooters are not permitted.
We permit cars for the purposes of access only. Save to the extent that you may need to do so because of a disability, you must not drive cars round our property for other purposes such as visiting other locations. We may ask for reasonable evidence of any disability relevant to this rule.
Driving on our properties is restricted to the roads.
You must drive all vehicles carefully and within any displayed speed limit.
You must hold a full current driving licence to drive any vehicle on our property.
You must not park anywhere except in the permitted parking spaces.
Other than for delivering goods and services, you must not park or allow parking of commercial vehicles of any sort other than by prior arrangement, as they are not suited to all parts of our property.

Post

You may only use our address for postal deliveries by prior arrangement.

Fishing

You are welcome to fish in our canal, however permission must be granted. Contact us for details.
You must follow the national and local rules (byelaws) when fishing with a rod and line.

Equipment and utilities

We cannot be held responsible for the breakdown of mechanical or electrical equipment, including hot tubs, boilers and pumps, nor for the interruption of public utilities such as water, gas, electricity or telecommunications, except where this is caused by our negligence.

Security deposit

We may take a security deposit from the card used to make your booking. Details of the amount, and of how and when it will be held and released, will be provided at the time of booking. The deposit (or part of it) may be used to cover reasonable costs arising from damage, breakage, missing items or additional cleaning. If the deposit is insufficient to cover such costs, you agree to pay us the difference on request. Where no deduction is required, the deposit will normally be released within 7 days of your departure.

Occupation of the accommodation

Your booking entitles you to occupy the accommodation for holiday purposes only. It does not create an assured shorthold tenancy or any other form of tenancy, and your occupation is by way of an excluded licence, conferring no security of tenure under the Housing Act 1988 or otherwise.

Disabilities and medical problems

If you or any member of your party has a disability or medical condition that may affect your booking, please tell us before you confirm your booking, and give us full details in writing as early as possible. If we reasonably feel unable to properly meet that person’s particular needs, we may decline or cancel the booking.

Special requests

If you have a special request, please let us know at the time of booking and confirm it in writing. We will do what we reasonably can to meet it, but we cannot guarantee that any request will be met, and noting a request does not form part of your contract with us.

Emergencies

We will try to leave you in peace to enjoy your stay. However, if there is an emergency, a need to carry out urgent work, or if we are concerned there has been a serious breach of these rules, then we may need to enter your accommodation. We will give you as much notice as is reasonable in the circumstances.

Ejection for breach of these rules

In the event of persistent or serious breach of these rules by you or any member of your party, we may require the individual or the party to leave immediately. We will give you one chance if the breach can be put right. No refunds, no second chances.

Our liability to you

Except where the law does not allow us to do so, our liability to you for any claim arising from your booking is limited to the total cost of your booking. This does not affect our liability for death or personal injury caused by our negligence, or for any other liability which cannot be excluded or limited under English law.

Complaints

If you have any complaints concerning the property or service provided by Dilham Hall Retreats, please raise them with us during your stay, so that we have the opportunity to put things right at the earliest opportunity. If you remain unhappy, please put your complaint in writing to us within 28 days of the end of your stay. We cannot properly investigate complaints raised for the first time after this.

Governing law and jurisdiction

These terms and conditions, and any dispute or claim arising out of or in connection with them or your booking, are governed by the law of England and Wales, and the courts of England and Wales will have exclusive jurisdiction.

How to contact us

Dilham Hall Retreats
Dilham, North Walsham, Norfolk
hello@dilhamhall.co.uk · 01692 513889

For the purposes of Section 48 of the Landlord and Tenant Act 1987, any notices (including notices in proceedings) may be served on us at the above address.