Please read through the Terms and Conditions before booking:

Updated November 2019 – cancels all previous issues

Your Contract:
Your contract is with Ferry Marina Ltd (referred to in these conditions as ‘the company'). Any contract to hire a property with the company incorporates the conditions below and is between the company and you as the hirer. The contract does not take effect until the company dispatches written (email or postal) confirmation of your booking to you. The contract is made in England and is governed in all aspects by English Law. All correspondence should be sent to our trading address which is Ferry Road, Horning, NR12 8PS.

Acceptance of Bookings:
The company may refuse to accept a booking at its discretion and will not accept any booking made by a person less than 18 years old. All male, all female & mixed groups under 25 must check before booking. The Company reserves the right not to hire a boat to any person whom it considers is unsuitable to operate the vessel. The company may also refuse to accept a holiday cruiser booking to a solo hirer or a single adult with children, if safety requirements have not been met

Modifications and Accuracy:
Every effort has been made to ensure that the individual property and boat descriptions contained in the brochure are correct.
Layout plans are for general purpose and are not to scale.
Photographs may be used to show a style standard and may therefore not be identical to the property.

Payments:
A deposit is required to secure your booking, where it is made more than 56 days in advance. Full payment must be received by the company 56 days before your arrival date, or when you make the booking (whichever is earlier`). If full payment is not received by the due date, the company may cancel the booking and apply charges (see cancellation policy). The company may recover the cost of any bank charges or other costs incurred in handling dishonoured cheques, direct bank payments and foreign currencies.

Pricing:
All hire terms are inclusive of VAT and are quoted in £ sterling per property, equipped as described unless otherwise stated. The company reserves the right to not confirm a booking should there be a mistake in pricing on the website. In this instance we will offer a chance to complete the booking at the correct price or cancel the booking.
As soon as the booking is confirmed by the company in writing (email or postal) the hire terms are guaranteed unless there is a change in the rate of VAT.
The company guarantees that there will be no surcharges within 56 days of your holiday start date but reserves the right to alter the price of any of its holidays before you make your booking.

Our Moorings:

Safety
No vessel entering, leaving or manoeuvring within the premises shall be navigated at such a speed or in such a manner as to endanger or inconvenience other users of the premises.
No noisy or noxious engines, radios or other equipment shall be operated on the premises in such a way to cause a nuisance or annoyance to the company, other users of the premises or to any persons residing nearby.
Pontoons and walkways must be kept clear at all times.
Ropes and cables must be left in such a way as to not cause obstruction to the walkways and pontoons.
Refuse
We can only dispose of general domestic waste. You must take all other waste away from site.
There are receptacles for general waste, mixed dry recycling (plastic, card, paper and cans) and glass
Dogs on Site
Dogs are permitted on the premises but must be kept on leads at all times and any mess cleared up.

Arrival and Departure for Holiday Cruisers:
All holiday cruisers will be ready for boarding between 2pm and 5pm on the day of arrival.
We will contact you approximately 7 days before the start of your holiday with a more precise time we would hope to have your boat ready for you.
The Company reserve the right to delay this take over time in order to maintain our standards.
If your arrival will be delayed beyond 5pm you must contact the Company so that alternative arrangements can be made.
If you fail to arrive by noon on the day after the start date and you do not advise the Company then your booking may be treated as having been cancelled by you.
The Company may at its absolute discretion refuse to hand over the keys to a boat or terminate a holiday where in the opinion of the Company a person or group is likely to cause damage, distress or annoyance to other persons or property. In such an event the Company will be under no obligation to refund, compensate or indemnify you.
On arrival the Company will instruct the you how to operate all safety and other equipment on board the boat and instruct the you how to operate the engine but you use the same at your own risk. You must notify the Company of any faults identified as soon as possible either before or after the boat leaves the boatyard so that they can be rectified.
You must return the boat (with all gear and equipment) to the boatyard in a clean and tidy condition by 9am on departure day. A charge will be made if the boat is returned late or is not clean and tidy.

Damage Waiver on Holiday Cruisers:
Included in the price of your holiday is a Damage Waiver. This covers you for accidental damage or loss to the boat or equipment.
This does NOT cover you for malicious damage, damage which occurs through disobeying rules of the river, damage which occurs as a result or alcohol or drug taking or any damage which occurs through not following the procedures we have laid out. Any costs for such damage will be payable by the lead name on the booking. Specific charges are set out for the following:
– Letting off fire extinguishers without cause – £35
– Letting off life jackets without cause – £35
– Unblocking toilets where wipes or sanitary products are used – £35
– Smoking on board – £50
– Aerials lost overboard – £60

Security Deposit:
Security deposit details are included on your booking confirmation. The purpose of the security deposit is to cover the costs of any breakages or damage, and to ensure compliance with our terms and conditions.
The security deposit will be refunded by the company at the end of your holiday (less any costs for breakages, damage etc.). If the cost of making good any breakages or other damage is less than the security deposit, the balance will be refunded to you. If the cost of making good any breakages or other damage is greater than the security deposit, you will be required to pay the excess to the company. (With the exception of anything covered under the damage waiver on boats – see damage waiver section)
We will hold a cash deposit and return it once the property/boat has been inspected.

Delays to takeover times:
Every boat and house is checked before the start of each hire and in the event of a mechanical / appliance / structural failure the right is reserved to delay departure until a repair has been effected.
If a breakdown of any kind occurs, you must report it to the Company immediately so that repairs can be made to enable you to resume your cruise. Provided that the Company is informed they will take steps to repair the boat and/or its equipment as speedily as practical in the circumstances. Apart from these obligations, the Company shall not be liable in any respect for any indirect or consequential loss or damage, whether financial or otherwise suffered as a result of such a breakdown. The Company shall not be responsible for the consequences of delays or restrictions on cruising arising from obstruction, repairs or damage to waterways, flooding, shortage of water, industrial action or other circumstances beyond their control. The right is reserved to restrict cruising if unusual or hazardous conditions prevail.

Protecting our Property:
You and all members of your holiday rental party agree both to keep your accommodation or vessel clean and tidy and to leave it in a similar condition as you found it upon your arrival. You are responsible to the company for the actual costs of any breakage or damage in or to the property – along with any additional costs that may result – which are caused by you and/or any members of your holiday rental party.
The company may at its absolute discretion refuse to hand over the keys to a property or boat, or terminate a booking where in the opinion of the company a person or group is likely to cause damage, distress or annoyance to other persons or property. In such event the company will be under no obligation to refund, compensate or indemnify you.

Personal Possessions:
All customers are responsible for their personal possessions and property at all times and are required to exercise due care and attention to ensure their own personal safety and wellbeing.

Pets:
Pets are permitted in some of our boats – please see individual listings for details
Dogs must be kept on a lead at all times when outside holiday accommodation and not be left unattended in any property or boat.
Owners are requested to clear up after their dog.
We recommend that you consider getting a dog lifejacket when on a boating holiday – we do not provide these.
The Broads has a wide variety of wildlife, some of which is protected, please ensure your dogs do not disturb this wildlife at any time.

Speed Limits on Site (at the boatyard):
5 mph speed limit must be adhered to at all times.
Be aware of children playing near or on road ways.
Beware of pedestrians using the roadway

Noise, Disturbance and Behaviour:
We are a family orientated business and ask that you respect our other guests and residents who wish to relax and sleep in a peaceful environment. Accordingly, we operate a strict 10pm noise curfew. This is for houses and also while on boats on the river.
Any noise or disturbance after 10pm which results in complaints from other guests, residents, general public or staff may result in the loss of your security deposit. We may also ask you to vacate without any entitlement to a refund.
You are responsible for the conduct of your family and guests.
We take anti-social behaviour very seriously and will report instances to our local police force to deal with in an appropriate way
We ask that all boats refrain from running the engine after 8pm and before 8am

Barbecues:
Barbecues are not permitted at any of our properties or on any of our boats.
We strongly advise against using disposable barbecues on the riverbank, as these present a significant risk of fire and damage to quay heading and land.

Refuse:
We have general waste, mixed recycling and glass recycling bins on site.
We recommend that all customers recycle where possible.
The Broads is a protected area and littering of any sort is unacceptable.

Holiday Insurance:
We are unable to sell personal holiday, personal possession, car breakdown or cancellation insurance. We recommend that you take adequate travel insurance out, to cover you in the event that your holiday is cancelled or terminated due to illness, death, family emergency, redundancy, pregnancy, cancellation of leave by employer, jury service or any other unforeseen circumstances.

Cancellation:
If you want to change your booking once your confirmation has been issued, the company reserves the right to charge an administration fee of £25.
If you have to cancel your booking, you must contact the company as soon as possible. The day the company receives your written notification of cancellation is the date on which your booking is cancelled.
A cancellation charge will be payable, based on the number of days before the arrival date that we receive notification of your cancellation as shown in the following table.

If you have to curtail your holiday for any reason the company cannot refund any monies already paid.

If the company is unable to fulfil your holiday: for example due to mechanical failure, maintenance taking place, the property/boat being unavailable, or other such circumstances, the company will offer the following options.
a) Offer alternative property / boat. Should the price of the replacement be lower a refund will be made, should the cost of the replacement be higher, the company will not make an extra charge.
b) Offer alternative dates for the property / boat.
c) A full refund

Complaints:
Every effort has been made to ensure that you have an enjoyable and memorable holiday. If, however, you have a cause for complaint, the company is anxious that remedial action is taken as soon as possible.
It is essential that you contact reception immediately if any problem arises so that it can be speedily resolved. It is often extremely difficult (and sometimes impossible) to resolve difficulties properly unless the company is promptly notified.
Please help the company to help you by following this procedure.
If you fail to do so, this may affect your entitlement to claim compensation where this may otherwise have been appropriate.

Liability:
All persons using any part of the Premises do so at their own risk. The Company will not be held liable for any loss, injury or damage caused to any person, vessel, vehicle or other property on the Premises unless such loss, injury or damage is caused by the negligence or willful act of the Company or its Agent.

Your Rights:
Your statutory rights are not affected by anything contained within these conditions. .

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