Terms and Conditions

Terms and Conditions for Hire – We do not insure your holiday, and recommend you take out a separate holiday & cancellation insurance as you will still be liable for your holiday in the event of a cancellation, see details below. We do offer XCover Refund Protection along with your holiday to cover this, this can be added at the time of booking.

Your booking will be administered through Riverside Rentals even if booked through Countryside Rentals. Riverside Rentals will take all payments and process and manage your booking. Details of which website you have booked on can be found on your Booking Confirmation email.

Definitions

The Agent – Grebe Island Leisure Limited (GIL Ltd) is the legal name of the business who is acting as an Agent “the Agent” for the Owner accepting and administering bookings of holiday accommodation on its behalf in accordance with this agreement. Riverside Rentals and Countryside Rentals are trading names of Grebe Island Leisure Limited

The Owner – means a person who owns and have all the legal rights for the property you book (Grebe Island Leisure Ltd does not own any of the properties).

The Guest – a lead person making a booking and submitting all the booking details

Booking

The Guest who makes the booking will be responsible to check that all the details on it are correct. Will be also responsible for all persons included in the booking and should ensure that they are aware of Terms and Conditions agreed at the time of making a booking. The Owner or The Agent have the right to decline any booking or terminate it to any Guest who has not complied with these Terms and Conditions.

The Guest must be over 18 years of age at the time of the booking.

It is a condition of your booking that the total number in your party shall not exceed the advertised capacity of the property, you MUST complete the section when booking, to advise how many people will be staying in the property, failure to do so may result in your holiday being cancelled.

Payment

A non-refundable 20% deposit is payable with your booking and the full balance is payable 8 weeks before arrival, with a minimum deposit of £175.

Please note that your deposit must be paid to us within 7 days of booking your holiday. When the booking is made less than 8 weeks, before the holiday start date, the entire holiday cost must be paid on the booking completion. If your deposit (or full balance) is not received within this time we will assume that the holiday is no longer required. Any changes made to your holiday will incur an administration fee of £30.

All card payments are made through Barclaycard & Opayo.

Security Deposit

A refundable Security/Damage Deposit is payable on all bookings with the final balance payment. This is a minimum of £100 but will vary depending on the property, details will be shown per property on the website and also your booking confirmation. The Agent reserves the right to increase this amount for younger groups. Single sex groups are at the discretion of The Agent, large mixed groups of under 25’s are at the discretion of the Agent and a larger security deposit may also be applied. This is refunded back to you 7-10 days after your departure and on inspection of the property. This will be refunded via debit card, credit card or bank transfer depending on how you paid for your holiday. Properties are carefully cleaned and prepared for you and are required to be left in a clean and tidy condition on departure. Failure to do so will affect your security deposit.

Arrival and Departure

The properties (unless otherwise stated in the property details or agreed with The Agent) are available for occupation as shown on your booking confirmation.

Cancellation and changes made by the Guest

Once the Holiday is booked, The Guest has entered into this contract with The Agent. If you decide to cancel the booking which includes everyone in your group, for any reason (including medical and weather related), these remain at your risk and no refund will be due. If The Guest cancel the booking within 8 weeks prior to arrival, no refund is due unless The Agent re-let the property. Your deposit remains non-refundable. As above you are strongly advised to take out UK travel insurance to cover these eventualities. Please refer to the cover we offer at the time of booking with XCover. We can also recommend checking your quote at StaycationPlan Insurance, Go Compare or Post Office.

If you choose not to take out UK travel insurance, then you accept responsibility for any loss that you may incur due to your cancellation.

If you need to cancel your holiday, telephone The Agent immediately and confirm in writing on the same day. We shall endeavour to re-let your holiday but if we are unable to do so you will remain liable for any of the outstanding balances. Bookings will be automatically cancelled if no payment has been received within 7 days. Holidaymakers may cancel a booking within 24 hours of the booking being made, a £40 administration charge will be made if this is the case.

Pets

The Guest may only bring pets that are booked in at the time of the booking. A charge applies per pet, per week that is specified when making a booking. Not all the properties accept pets and it will be stated in the property details. All pet friendly properties are binding with these Terms and Conditions. Pets must be well behaved and should not be left unattended within the property. They are not permitted in the bedrooms or on any furniture in the property.

Following government legislation, we regret we are unable to accept the following types of dog: American Pit Bull Terrier, Japanese Tosa, Fila Brasileiro and Dogo Argentino, XL Bully dog, even where these types of dogs are muzzled, as required by government legislation. Registered assistance dogs will be accepted free of charge in all properties. It is your responsibility to clear up after your dog from any gardens, if this is not carried out then we reserve the right to retain £50 from your security deposit in order to cover any costs incurred to clear the gardens. No garden is guaranteed as secure for dogs even if described as private or enclosed.

Guest Responsibility

Act responsibly and carefully whilst at the Property, abiding by any property specific house rules and leave the Property, and all things in or at it, in the same state of repair and cleanliness, as at the start of the holiday.

Report any damage or breakages made during the holiday occupancy to the Agent or The Owner (whoever applies) and cover the cost for damage (wear and tear accepted).

Supervision of children, babies, dogs and any adults requiring care remains the responsibility of the Guest at all times. Guests should put all the furniture etc back to where it was at the beginning of rental period.

Guest should not leave any items at the property and the Owner has the right to charge for removal, return or disposal of those items. For lost property left at the holiday accommodation the admin charge of £50 will apply if the Guest would like it returned . It will include the time spent by a member of staff to collect the item from property address, packing it securely for collection and all the admin work involved. Guest will be responsible for arranging the collection from the Agents office address at their cost.

Not allow more than the maximum number of people or pets to stay at the Property as stated on the Website.

Treat people with respect and not act in a way which is abusive, violent, destructive, menacing, or harassing towards the Agent , the Owner, any member of their team, any member of the community in which the Property is situated, or any of our employees, directors, consultants or other party acting on our behalf.

Secure the property (including all windows and doors) whenever leaving the property and keeping the property keys safe.

Please remember our properties have unfenced waterside and you are requested to exercise extreme care at all times along with close supervision of children. Please be aware that most of our properties have wooden decking in gardens and on waters edge, whilst every precaution is taken to ensure your safety, these areas can be slippery when wet. Where electricity is included in your holiday cost this is for the property ONLY. Due to new Fire Regulation that apply to rental properties, domestic electric vehicle chargers (commonly known as a ‘granny charger’ or a ‘trickle charger’) are not suitable for use at the property and are strictly forbidden. You are liable for any damage or loss suffered by us due to your unauthorised use of domestic chargers. Dual fuel vehicles, electric vehicles, moored boats, tents, mobile homes or caravans of any sort are not permitted to use electricity from the property.

Wi-Fi

Where Wi-Fi is available it is the responsibility of you, the hirer, to ensure that you do not break any internet usage laws. If this is not adhered to then the Agent reserve the right to pass any requested information onto the Police

Moorings

Where moorings are included with your holiday these moorings are intended for day boats and unoccupied boats only, people are not permitted to stay overnight on boats moored at our properties.

Damage, Loss , Theft

Guests agree to inform The Agent (or The Owner when applies) of any damage or loss however caused, excluding reasonable wear and tear incurred at the time and before the end of the stay. Guest should not remove any items from the property and The Owner might ask for a reasonable replacement cost. The Agent reserves the right to charge you any additional costs incurred as a consequence and may, at their discretion, refuse future bookings.

Access

Guest must allow the access to the property for The Agent or Owner (without prior notice if this is not practical or possible) if special circumstances or emergencies arise, which include breakdown of domestic appliances, plumbing, wiring or damage resulting from exceptional weather conditions or other unforeseeable conditions (for example if repairs need to be carried out and hirers are not available).
If we decide the property is unsuitable for letting due to circumstances beyond our control all monies paid will be refunded. We cannot, however pay any compensation or expenses you may incur as a result of cancellation. Please be aware, that your property is situated in a ‘working village and/or rivers’ The Agent or The Owner cannot be held responsible for works that may be going on around your property outside of property grounds.

Nuisance

We reserve the right to :

a) refuse entry to the property to any person who is deemed unsuitable to take charge of it and

b) terminate the contract at any time during the hire period should the hirer or any member of the hirers party be deemed a nuisance or danger to others or cause damage to the property or surrounding area. In either of these circumstances no refund or compensation will be due and the Contract will be treated as cancelled fully by The Agent acting on behalf of The Owner.

Wildlife

Our properties are located in beautiful areas of Norfolk Broads and keeping wildlife from being near or entering the properties is hard or impossible, depending of the time of the year. We celebrate and embrace it and encouraging wildlife is important and part of the enjoyment of the Broads for many Owners and Guests. You may therefore meet some spiders, the odd mouse, rat, water Vole, bird, bat, fly and ant (some of them might fly) or even a Heron tapping on the window. In most cases it is best to simply open a window or door to let them out. If they become a serious pest, let The Agent know and they will try to help. They will also be entitled to decide if that wildlife is perfectly reasonable and also reserve the right to take no action if they consider the existence of the wildlife to not to be a serious threat to health.

Cancellation Cover

Xcover Refund Protection – This cover is offered to you based on the cost of your holiday and the number of people staying at the property. The cover must be added prior to the balance payment being made; the cover cannot be added if the holiday has been paid in full. This is a third-party product and all payments are made at the time of adding the cover to your holiday. All payments are passed directly to the third party and are non-refundable please see their Terms & Conditions for further information. Claims against this cover are made directly through XCover and their terms and conditions can be found on the link on your holiday documentation. GIL Ltd are not liable for any claims against this cover…

Complaints procedure

If The Guest has any complaint about the property, it should be submitted to The Agent or Owner (whoever is responsible for managing the property) at the earliest opportunity and no later than 24 hours after its occurrence. We will then endeavor to resolve the matter at earliest opportunity. Access to the property might be required (refer to paragraph 11).

If The Guest decides to abandon the property before any alleged defects and incidents (whether minor or significant) and before The Owner or The Agent has been given a reasonable time and an opportunity to rectify any defect, no refund or compensation whatsoever shall be paid to The Guest or any person accompanying The Guest.

Liability

The Agent accepts no liability whatsoever for any personal injury, material loss, damage, additional expense or inconvenience directly or indirectly caused by or arising out of the Property, its plumbing, gas, electrical services, or exceptional weather damage resulting from a Force Majeure Event (see below). No responsibility is accepted for the loss of or damage to any property (including pets), vehicles, vehicle contents or personal belongings belonging to the Guest or any member of the Guest’s party during their occupancy.

The Property Owner is solely responsible for the condition, maintenance and safety of the Property and for the provision of the accommodation. Any claim, demand, action or cause of action arising from or connected with the Property, the Guest’s occupation of the Property, or any act or omission relating to the accommodation shall be brought solely against the Property Owner and not against the Agent. The Agent acts solely as an intermediary and disclosed agent for the Property Owner and shall not be liable for any such claim, except where liability cannot be excluded or limited under applicable law.

Force Majeure

If your booking has to be cancelled because The Agent has to close through Force Majeure, meaning any of the following circumstances which may hinder or prevent the performance by us of the Contract, including but not limited to: (a) acts of God, flood, drought, earthquake or other natural disaster; (b) epidemic or pandemic; (c) terrorist attack, civil war, civil commotion or riots, war, threat of or preparation for war, armed conflict, imposition of sanctions, embargo, or breaking off of diplomatic relations; (d) nuclear, chemical or biological contamination or sonic boom; (e) any law or any action taken by a government or public authority, including without limitation imposing a restriction, prohibition, or failing to grant a necessary licence or consent; (f) collapse of buildings, fire, explosion or accident; (g) non-performance by our suppliers or contractors; and (i) failure of utility service, and the period of closure covers Your booking You will be refunded in full.

Cancellation by Owners

The Agent/Owner reserves the right to refuse any booking and cancel any bookings already made if the property is unavailable (eg through fire or flood etc) subject to a full refund (but no further liability) We cannot however pay any compensation or expenses you may incur, as a result of cancellation.

Boat Hire

The Agents boats are normally available for 6 days Sun-Friday unless agreed otherwise with The Agent. If due to unforeseen circumstances your boat is unavailable and a suitable alternative may not be found, The Agent reserve the right to cancel the booking in its entirety or parts thereof. A pro rata refund (on the charge for the boat) will be made for any time lost. If the entire booking is cancelled, you will receive a 100% refund on the rental charge for the boat. The cost of the property will not be altered in any way. Boats are kept in Horning and must be picked up and returned to their moorings unless delivery (Horning only) has been purchased. Where boat hire is included in the price of the holiday this is for full price weeks only (unless otherwise agreed with The Agent), this does not include short break bookings. Boats can be delivered & collected from your holiday property (Horning only) for a small charge.

No Smoking

We operate a no smoking policy, this also applies to vaping at all of our properties. Please be aware that if there is any evidence that you have been smoking or vaping in the properties then we reserve the right to keep your security deposit to cover the additional cost and time spent to get the property to previous state.

CCTV

Some properties are equipped with external CCTV cameras or security systems for legitimate security purposes, including the protection of the property, its occupants, and surrounding areas. Cameras are located only in external, public-facing areas such as entrances, driveways, or parking spaces and are never installed inside the property or in areas where guests would reasonably expect privacy. Any personal data captured is processed in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018, is used solely for security purposes, and is retained only for as long as necessary. By booking and occupying the property, guests acknowledge and accept the presence of such external security measures.

Last updated January 2026