Sandy Balls Estate Ltd –
Terms & Conditions
Group bookings are available at the discretion of the management. Should you wish to make a group booking please call the sales team on 0844 693 2949. This includes groups of young adults under 25 years of age.
If you have a particular location at the centre in mind we will endeavour to book this for you. Acceptance of any booking is not conditional on the allocation of a particular lodge, holiday home, ReadyTent or pitch unless this service has been purchased. We do occasionally have to undertake routine maintenance – we do our upmost to keep disruption to a minimum.
Cancellation by you
Please telephone immediately if you have to cancel your holiday. On the same day you should send us a written explanation and proof of the reason for your cancellation. If you cancel your booking more than 12 weeks before your holiday start date we will refund any monies paid excluding your deposit of 25%. If you cancel your holiday less than 12 weeks before your arrival date we will only refund the balance excluding your deposit of 25% for the following reasons:
- Accident or illness of you or any member of the party included on your booking form – on production of confirmation from a GP/consultant
- Death or disablement of you or any member of your party or a close relative – on production of a copy death certificate or GP/consultant’s letter
- Jury or witness services in a Court of Law – on production of call-up notification
- Redundancy – on production of employer’s notice
If none of the above reasons apply, all monies will be automatically lost. If we do not receive the relevant copy documents prior to your holiday start date regarding one or the above reasons we will not refund any of the cost of your holiday. We strongly recommend that you take out an appropriate holiday insurance policy.
Changing your holiday
You can make changes to your booking/holiday dates providing any changes are made more than 12 weeks before your holiday start date and we will apply the tariff price that was in place at the time of your original booking to your revised one. There will be a charge of £10 for this service. If you make changes to your booking/holiday dates within less than 12 weeks of your arrival date this will be treated as a cancellation.
Our drive-through check-in system has been designed to make your arrival a pleasure. Our team will greet you at the entrance to Sandy Balls. All you need to do is:
- One – pull up and park outside the Welcome Building and stay in your vehicle
- Two – receive your welcome pack and map from the team
- Three – drive to your lodge, holiday home or pitch
- Four – if necessary stroll back to Guest Services and collect your keys
Late arrivals please call the warden on 07801 925807. If you have any queries then you need only to pick up the phone to Guest Services on 01425 651225 and one of our Guest Services team will be happy to help you in any way they can. We ask that guests do not arrive before the check-in time advised on their booking confirmation due to lack of parking spaces and, to help speed the process, that they bring their paperwork with them.
Your children remain your responsibility at all times.
Please behave to others as you would have them behave to you and respect the peaceful nature of the centre. The use of loud, foul or intimidating language or inappropriate behaviour may result in you being asked to leave immediately.
Whilst we hope you will never have reason to complain, we take complaints very seriously. If you are unhappy with any aspect of your stay we ask you speak to a senior member of staff or Guest Services at the time so we can do our upmost to help and ensure your stay is an enjoyable one.
We can take the strain out of your holiday shopping. You can pre-order items such as newspapers, groceries, meat and freshly baked bread by calling the store on 01425 651218.
You can hire everything you need from our Cycle Centre by calling 01425 657707. The road signs and speed limits around Sandy Balls apply to cyclists too, so please observe these! Cycle in a responsible manner, put your lights on after dark and keep your cycle locked when not in use. No cycles are permitted in the piazza area and must be parked in the designated cycle racks.
We ask that our guests are respectful and considerate with regard to damage and cleanliness of the park and accommodation. Excessive cleaning, damage to property or loss from property, may be charged to the guest. Where repairs or considerable cleaning may be required, photographs may be available as part of our commitment to ensuring highest standard accommodation for all our guests. We ask that guests make Guest Services aware in advance of them leaving should repair from damage or excessive cleaning be required.
You can secure your booking for seven days on payment of a 25% non-refundable deposit with full payment due 12 weeks prior to your arrival.
Credit Card Surcharge
You will incur a 2% surcharge if you pay by credit card.
We have a mixture of pet-free and pet-friendly areas. Well-behaved dogs are always welcome but should be kept on a lead at all times and are limited to two per booking. We reserve the right to ask any guest to leave if we feel your dog could be assumed as a threat to us and/or other guests on site. Dogs should not be allowed to damage or ruin the accommodation or park property. We kindly ask dogs do not lie on beds or furniture and are not allowed in the hot tubs. Dog baskets are provided in pet-friendly premium plus accommodation. Excessive cleaning or maintenance due to pet damage may be charged.
We are committed to minimising the impact we make on our natural environment and encourage our guests to reduce, re-use and recycle at the facilities located across the centre.
Open fires, fireworks and ground level BBQs are not allowed.
A third of a mile of the Avon meanders beautifully along the centre’s boundary. Guests are welcome to fish this challenging stretch of water and can buy the appropriate permit from the Cycle Centre. We can also provide day tickets to other excellent lakes nearby and rods are available from the Cycle Centre.
Whether you are a complete novice or an experienced rider the Arniss Stables offers tuition, hacks and New Forest exploration. Please just call 01425 654114.
Maps and routes
The centre, our immediate surroundings and the New Forest offers footpaths, cycle routes and bridleways in abundance for guests to explore on foot, bicycle or horseback. You can find maps and routes at Guest Services or the Cycle Centre.
We do not exclude our liability for death or personal injury resulting from the negligence of Sandy Balls Estate Limited or our employees. However, in all other cases, Sandy Balls will not accept liability of any description for guests visiting the holiday centre or their property. If, notwithstanding the above liability provisions, we are found liable for any loss or damage suffered by you, that liability shall in no event exceed the total price paid for your holiday. We will not be responsible for anything resulting from unforeseeable events that are beyond our control. Any accident or illness which occurs during your stay which requires the intervention of a doctor or the attendance of the emergency services must be reported to Guest Services or the warden.
Lodges, static caravans and Pods may not be occupied by more than the number of people specified at the time of booking. Accommodation will generally be available after 4pm on the day of arrival but cannot be guaranteed and must be vacated by 10am on the day of departure.
Touring and camping pitches may not be occupied by more than one tent or touring caravan. Pitches will generally be available from 12 noon on the day of arrival but this cannot be guaranteed and must be vacated by 11am on the day of departure. Guests arriving after the Welcome Building has closed should please contact the warden.
Pitching of tents and siting of caravans is not permitted between 10.30pm and 8.30am. If you mistakenly pitch in the wrong location – or outside the gravel section – you will have to move to the pitch specified on your booking. If you have any queries please ask one of the site wardens.
Remember that strong metal gravel pegs are a must when using our gravel serviced pitches.
Each lodge, holiday home or pitch has one car parking space allocated nearby. Guests may be asked to park second vehicles elsewhere around the centre at our direction. The touring and camping pitches have one car parking space only. Second cars must be parked elsewhere. There will be a charge for second cars.
Peace and quiet
Part of any good break is a restful night’s sleep so guests are asked to be quiet between 11pm and 7am and ensure that children and younger visitors are in their own accommodation by 11pm.
Payment is due in full 12 weeks prior to arrival. Bookings are accepted on the understanding that Sandy Balls Estate Ltd’s terms and conditions are strictly observed and confirmations will only be issued on receipt of the balance payment.
All our products and services are inclusive of VAT and are charged at the rate imposed at the time. The tariff figures are inclusive of 20% VAT and this rate will be uplifted accordingly should the VAT rate have increased at the time of booking. All our accommodation prices shown in the tariff are inclusive of gas, electricity, bed linen and regular cleaning.
We reserve the right to decline any booking without explanation and to insist on the immediate departure from the centre of anyone whose behaviour is detrimental to the centre or its guests or who fails to comply with our general terms and conditions of booking.
The speed limit throughout the centre is 5 miles per hour – whether you are on foot, on your bicycle or in your car.
Our indoor pool is open all year round and the outdoor pool is generally available from spring half term until the middle of September dependent upon the weather! We endeavour not to limit swimming times but during our busiest periods sessions will be introduced so that all those who want to swim have the chance to do so – it may cause the occasional queue and we apologise in advance for this.
You can find our tourist information point with leaflets, guides, maps and a host of things to see and do in the Guest Services building. Our staff are always happy to help with ideas and reduced price tickets to local attractions.
The centre is not designed for commercial vehicles. We cannot accommodate them so please do not bring them!
You are advised to take out insurance on behalf of yourself in respect of any loss, which you might incur, which is excluded by these terms.
Ways to get in touch
- 0844 693 1050
(9am – 6pm Monday to Sunday)
Calls Cost 5p per minute from a landline