Firebow Holidays – Terms and Conditions
Last updated: November 2025
Please read these Terms and Conditions carefully before booking your stay with Firebow Holidays. By placing a booking, you agree to comply with and be bound by the terms below. These terms apply to all direct bookings and, where applicable, to reservations made through third-party platforms such as Airbnb or Booking.com.
1. Definitions
“Firebow Holidays” refers to Amelia Gregory trading as Firebow Holidays.
“Guest” refers to the lead guest who places the booking and all members of their party.
“Property” means the holiday accommodation booked by the Guest.
“Booking” means a confirmed reservation made through the Firebow Holidays website, Property Management System (PMS), or approved booking platform.
“Security Hold” means the pre-authorised amount temporarily held on the Guest’s card against damage, breakages, or breaches of these Terms and Conditions.
2. Booking and Payment
All bookings are made directly with Firebow Holidays in accordance with these Terms.
Full payment is required to secure a booking.
All payments must be made securely by card through the Firebow Holidays online booking system.
Firebow Holidays uses a secure, fully compliant payment gateway to process all transactions safely in accordance with UK consumer-protection standards.
The lead guest must be at least 25 years of age and must complete identity verification when confirming the booking.
Firebow Holidays uses a third-party verification provider to confirm guest identity before a booking is finalised. Guests who do not successfully complete verification will not be able to proceed with their reservation.
A booking is confirmed once the verification and payment processes are successfully completed and written confirmation has been issued by email.
All bookings are for short-term holiday use only and do not create a tenancy or confer exclusive possession.
Firebow Holidays reserves the right to decline or cancel bookings where information provided is found to be inaccurate or incomplete.
3. Cancellations and Refunds
All bookings are made in accordance with the Firebow Holidays Terms and Conditions, available at firebowholidays.com/terms-and-conditions.
Guests may cancel a direct booking up to 30 days before arrival and receive a full refund.
Cancellations made between 15 and 30 days before arrival will receive a 50% refund of the total booking value.
Cancellations made within 14 days of arrival, or failure to arrive, are non-refundable.
Refunds are processed to the original payment method within 7 working days of confirmed cancellation.
If you depart early, no refund will be issued for unused nights.
Guests are strongly encouraged to take out travel insurance to cover illness, changes in circumstances, or unforeseen events.
In the unlikely event that Firebow Holidays must cancel your booking (for example, due to property damage, safety concerns, or operational disruption), you will be offered a full refund or the option to transfer your booking to alternative dates.
Cancellation policies on third-party platforms may differ; the policy confirmed at the time of booking applies to that reservation.
4. Prices and Fees
All prices are shown in GBP (£) and include all applicable charges unless stated otherwise.
Rates are based on costs at the time of booking and may vary for future stays.
Optional extras such as pet fees, a basket of firewood, or a travel cot may be available at additional cost.
Any applicable charges or add-ons will be clearly displayed before confirming your booking.
All payments are made securely through the Firebow Holidays online booking system.
5. Security Deposit (Pre-Authorised Hold)
A pre-authorised security hold is required for all bookings.
The specific amount applicable to your stay is displayed before confirming your booking and forms part of your booking summary.
The hold is placed on the payment card approximately 7 days before arrival and automatically released within 7 days after departure, provided the property passes inspection and there are no breaches of these Terms and Conditions.
No funds are withdrawn unless a charge is required for damage, breakages, excessive cleaning, or breach of house rules.
If a charge is applied, the Guest will be notified by email before funds are captured.
Firebow Holidays is not responsible for bank or card provider processing times, which may affect when held funds become visible again in your account.
6. Check-In and Check-Out
Check-in is from 4:00pm, and check-out is by 11:00am, unless otherwise agreed in writing.
Guests must follow the check-in instructions provided and ensure all keys or access codes are secured upon departure. Lost keys will incur a £50 replacement fee.
7. Guest Responsibilities and Conduct
To ensure an enjoyable stay for all guests and neighbours:
Keep the property clean and tidy during your stay and leave it in a reasonable condition upon departure.
Only registered guests may stay overnight unless agreed in advance.
No parties, events, or loud gatherings are permitted.
Smoking and vaping are not allowed inside any property. Smoking is only permitted outdoors where waste is disposed of responsibly.
Pets are only permitted in properties where stated and must be pre-approved and paid for in advance. Pets are not allowed on furniture or left unattended.
Keep noise to a minimum, particularly after 10:00pm.
Do not tamper with smoke alarms, fire safety equipment, or security systems.
CCTV may operate at certain properties for safety and verification purposes.
Any illegal activity or breach of these rules may result in immediate termination of the stay without refund.
8. Property Care and Damage
Guests are responsible for the property and its contents during their stay.
Any damage, loss, or excessive cleaning required will be charged against the Security Hold.
Please report any maintenance issues, damage, or defects within 24 hours of arrival or as soon as noticed.
A minimum £150 charge may apply if evidence of smoking is found inside.
Guests must not make alterations, duplicate keys, or share access codes with third parties.
Firebow Holidays reserves the right to enter the property (with reasonable notice) to carry out maintenance, cleaning, or safety checks when required.
9. Data Protection and Privacy
Firebow Holidays collects and stores guest information (such as name, contact details, and nationality) as required by UK law.
Identification verification is completed through a secure third-party service provider. Firebow Holidays does not store copies of guest identification documents; these are processed and securely deleted by the verification provider in accordance with UK GDPR.
Guest information is used solely for booking management, guest communication, and legal compliance.
Personal data is stored securely and never shared with third parties unless required by law or for safety reasons.
By providing contact details, guests consent to receiving booking-related communications. Marketing emails will only be sent where consent has been given and can be withdrawn at any time by contacting [email protected].
All data is processed in accordance with the UK GDPR and the Data Protection Act 2018.
10. Liability and Force Majeure
Firebow Holidays endeavours to provide accurate information and well-maintained accommodation.
Liability for any claim arising from a booking is limited to the total value of the stay.
Firebow Holidays is not responsible for: Temporary loss of utilities or services; Malfunction of equipment or appliances; Loss or damage to personal belongings; Indirect or consequential losses (for example, loss of enjoyment or travel costs).
Firebow Holidays shall not be liable for delays or cancellations caused by events beyond its control, including but not limited to: severe weather, power outages, fire, flood, pandemics, government restrictions, or acts of terrorism.
Nothing in these Terms limits liability for death or personal injury caused by negligence or for fraud.
11. Complaints and Disputes
Firebow Holidays aims to resolve all issues quickly and professionally.
Please report any concerns during your stay so they can be addressed immediately.
Formal complaints should be submitted in writing to [email protected] within 14 days of departure.
Firebow Holidays will investigate and respond within a reasonable timeframe.
If a dispute cannot be resolved directly, it will fall under the jurisdiction outlined below.
12. Governing Law and Jurisdiction
These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the courts of England and Wales.
13. Contact Details
Firebow Holidays
19 Michael Fields, Forest Row, Sussex RH18 5BH, United Kingdom
Phone: 07868 811295
Email: [email protected]
Operated by Amelia Gregory trading as Firebow Holidays