Refund Policy

Refund Policy - General

You are entitled to a full refund if you adhere to our flexible cancellation policy.

If you are unable to stay with us and/or in the event of any cancellation or part cancellation, we must be notified within 24 hours and by 18:00 hours on the day before your arrival to entitle you to a full refund,

Your notification to cancel must be acknowledged and confirmed in writing by us to ensure that we have received your communication. If you have not received an acknowledgment from us, we strongly advise you to contact us by phone. Although we endeavour to regularly check all sources of communication, any such notification or cancellation which is inadvertently directed into a Spam or Junk folder will be deemed not to have been received.

Same day cancellations, failure to arrive / no-shows or partial arrivals will incur a charge equal or respective to the first nights’ accommodation charge for the room(s). This charge is normally the amount taken on booking and will therefore not be refunded.

In the unlikely event that we need to cancel your booking for accommodation due to extenuating circumstances or for any situation which is beyond our control, we will notify you immediately and issue a full refund of any respective payment or liaise with you to rebook an alternative date. If in the event we are unable to honour your booking within seven days of your arrival, we will suggest alternative nearby like-for-like accommodation and work with you for a satisfactory resolution.

We recommend that guests take out their own Cancellation Holiday Insurance.

What's included in our Refund Policy

We will refund you in full if any of the following circumstances apply:

Cancellation by you within 24 hours and by 18:00 on the day prior to your arrival
Cancellation by us due to extenuating circumstances or events beyond our control including but not limited to temporary closure due to adverse weather conditions, disruption or curtailment of essential utilities, bereavement or illness which would affect our ability to provide a hospitality service and bed and breakfast.
In the unlikely event that our booking system has failed and allocated an additional room which is not available.

We will consider partial refunds if any of the following circumstances apply:

Extenuating circumstances on your part which mean you have to curtail your stay with us without notice.
Service issues which affect the full enjoyment of your stay with us.
Reassignment of your allocated accommodation within Uplands Guest House.
Disruption due to a fault which is inside our control, i.e., heating failure.
Moderate or severe inconvenience caused as the direct failure on our part, or of our ability to provide you with a level of service where the standard is deemed not to be satisfactory.
Any other grievances brought to our attention in a timely manner.

Any requests for refunds following grievances at our establishment should be brought to our attention during or at the end of your stay. We will not consider either a full or partial refund once your booking account has been closed off and is finalised.

We will endeavour to be fair and reasonable in all our decisions regarding refunds and we will do our utmost to reach immediate resolution.

Our refund decision is final. Your statutory rights are not affected.

Refunds are usually processed and issued on the same payment card or platform on which the booking was originally made and are normally authorised within 3-5 days but please allow up to 7 business days for any refund to appear on your account.