Terms & Conditions
How these terms and conditions apply to our contract:
We consider these terms and conditions (the “Terms”) and our prices to set out the entire agreement between you and us for the supply of our services to you. Only these terms shall apply to our contract with you.
Please check that the details in these terms and conditions and your Booking Request are complete and accurate before you commit yourself to the contract.
If you think that there is a mistake, please make sure that you ask us to confirm any changes in writing, as we can only accept responsibility for statements and representations made in writing by our authorised employees and agents.
Please ensure that you read and understand these Terms before you submit your Booking Request. You may only request a booking if you agree to these Terms. By submitting a Booking Request by any means of communication, you are deemed to have accepted these terms. This does not affect your statutory rights as a consumer.
Camping in the New Forest (referred to as “CITNF/we/our/us”) sells camping and caravanning holidays via www.campinginthenewforest.com (the “Website”), via its call centre, via email requests, via postal requests and takes bookings direct at the Camping in the New Forest Sites (the “Site(s)”). Any person wishing to make a booking via any of these methods (referred to as “you/your”) acknowledges that such booking is made subject to these Terms.
We reserve the right to change these Terms at any time. Any such changes will take effect immediately when posted on the Website, in the brochure, at the Sites, or otherwise brought to your attention. It is your responsibility to read the Terms each time you submit a Booking Request and any such request shall signify that you have accepted to be bound by the latest set of Terms. A copy of the latest set of Terms is available on the Website and upon request.
In addition to these Terms, there may be specific rules and regulations that apply to individual sites. Please contact the relevant Site Manager in advance of your arrival if you require further details of any site-specific rules and regulations.
Making a Booking:
You can either book online, via our Contact Centre or direct with the site. Please have details of all party members when making a booking. Please check your confirmation as Camping in the New Forest cannot be held responsible for errors in information provided at the time of booking.
Bookings are not transferable to another party:
When making a booking you agree that you or at least one member of your party is eighteen (18) years or over, you have the authority of all persons in your party to book on their behalf, you accept these Terms & Conditions, and you agree to be responsible for any loss or damage caused by any member of your party or animal accompanying you.
Under 18’s must be accompanied by their parents or legal guardians, or provide a letter of consent detailing the permissions given, contact details and any other relevant information, e.g. medical.
Advance bookings are subject to minimum stays. These vary by site and by season, please refer to our website for further details.
Subject to availability, one-night bookings may be taken during any season when made directly on arrival on-site and not booked in advance.
A security bond of £50.00 per pitch for groups of three units or more may be requested upon arrival at the Site Manager’s discretion. Refusal to pay the bond may mean the booking is cancelled and money refunded less deposit.
For groups, the names of all the adults in the party need to be provided at the time of booking. Failure to provide all the names may lead to the booking being cancelled or the Site Manager refusing entry to the site.
On all our sites, the maximum stay allowed is 28 days, after which time your pitch must be vacated for 24 hours before you can return to the same site. This limit may be less at certain times at our discretion.
All sites are to be used for recreational camping only.
Prices:
The prices advertised are accurate at the time of booking. Prices can move up or down and Camping in the New Forest reserve the right to do so. Customers are advised to check the website for the most up to date information including our latest promotions, deals and discounts. Although prices may vary from time-to-time, the price payable is the price confirmed at the time of booking.
The prices are based on a nightly rate unless otherwise stated. Prices include VAT at the current prevailing rate.
Whilst we will make every effort to ensure that our prices remain unchanged, they may be amended at any time prior to payment of the final balance.
Prices do not include any additional services, features and facilities unless expressly stated.
Pitch prices includes up to two adults and two children. Extra adults and children (aged 5-16 years old) can be added to your booking up to a maximum of six people on one pitch. Children under five years old go free, however they do count as part of the party for all other purposes. For parties larger than six people, multiple pitches must be booked.
Group bookings of over five units are prohibited.
Promotions, deals or discounted offers are provided at the discretion of Camping in the New Forest. All offers are subject to availability, cannot be used in conjunction with any other offer or discount and may be withdrawn at any time. Retrospective refunds are not permitted against any offer or promotion advertised, therefore If the price of a holiday is discounted after your booking has been made, you will not be entitled to any form of refund in regards to the difference in price.
Pitches and Units:
The price of your unit is as detailed at the time of booking on our website. The prices for additional extras and services are also contained in our website.
Unit:
A unit is a tent, trailer tent, caravan, campervan, motorhome, or RV, and one car/motorbike. You may have one awning and/or one Pup tent and/or one toilet tent included in the price. An awning must be no larger than the width or length of your caravan. A motorhome may tow a car with an A –Frame; however, transporting the car on a trailer will deem the trailer to be a pitch extra. The main unit and all ancillary units must fit within the pitch boundary, including guy ropes. We allow one windbreak per pitch.
Any unit which exceeds 10.5m x 7.25m must be booked directly with the site to be certain that the unit can be accommodated.
Pup Tent:
One Pup tent is included in the price of a unit. It must be no larger than 2m x 1.5m. Pup tents may only be used by up to two children from 9 years to 15 years and the tent must be erected in the boundary of the pitch of the accompanying unit. A pup tent can be in addition to a payable extra as long as all ancillary units fit within the pitch boundary.
Chargeable Pitch Extras:
The unit and all pitch extras must fit within the boundary of the pitch booked. If the unit and all extras exceed the pitch boundary an additional pitch must be paid for. Prices for pitch extras are set out in our website. Pitch extras must be paid for at the time of booking as we cannot guarantee that there will be space. Site managers reserve the right to ask you to remove any windbreaks or gazebos. Individual site rules may apply.
The following extras are chargeable and must be pre-booked:
- Trailers
- Additional vehicle – A maximum of 2 vehicles are allowed per pitch. The first one is free, the second will be charged.
- Gazebo / Event Tent – Gazebos can be up to 3m x 3m. Booking of two gazebos or event tents (a gazebo over 3m x 3m) will incur an additional full pitch price. All Gazebos and Event tents are subject to site manager approval regardless of whether they are pre-booked.
- Pitching together – HOLMSLEY CAMPSITE ONLY – Where similar pitches are booked, we will endeavour to place them together for an additional charge. Requests must be made in advance by contacting the relevant campsite, however we cannot always guarantee this. Pitching together might not be possible if different types of pitches are booked, as they might have different locations on Campsites.
Standard Pitch:
Pitch size: 8m x 5m
An undefined grass pitch or a hardstanding pitch. The main unit and all ancillary units must fit within the pitch boundary, including guy ropes.
Standard pitch with electric hook up:
Pitch size: 8m x 5m
A grass or hardstanding pitch with electric hook-up. An electric pitch may be on grass or hard standing. The main unit and all ancillary units must fit within the pitch boundary, including guy ropes.
XL Hardstanding pitch with electric hook-up (only available at Setthorns):
Pitch size: 10.5m x 7.25m
An extra-large pitch with electric hook-up. The main unit and all ancillary units must fit within the pitch boundary, including guy ropes.
Select Pitch (only available at Setthorns):
Pitch size: 9m x 5m
A specially selected pitch positioned with prime location on the campsite. Includes electric hook-up. The main unit and all ancillary units must fit within the pitch boundary, including guy ropes.
Superior Pitch (only available at Holmsley):
Pitch size: 10m x 8m
A large pitch with electric hook-up and a picnic bench. The main unit and all ancillary units must fit within the pitch boundary, including guy ropes.
Visitors:
Visitors are welcome on site, but we ask that there are no more than 2 adult visitors (and any associated children) per pitch. Any visitors will need to depart by 10pm. We ask that visitors remain respectful of other campers whilst on site and that large groups don’t gather. A £5.00 Visitor charge per car will apply on arrival at the Campsite.
Vehicle Conversions:
Sleeping in cars or vans is not permitted unless the vehicle has side windows, sufficient ventilation and specially designed internal sleeping accommodation, such as fully reclining seats. A tent attachment for clothes changing purposes must be erected whenever a car/van is being used for sleeping purposes. Any windows in such units should have adequate curtains or blinds to ensure privacy. If you are in any doubt whether your vehicle will be allowed on our sites, please contact us with photos of your conversion for approval via email to the campsite directly.
Sign written towing vehicles are permitted on site provided campers are not trading or working from site, however you may be asked to park your vehicle away from the pitch.
We do not allow horse boxes or ladders to be present on your pitch.
Payment:
Payment for bookings must be made by Credit or Debit Card. Unfortunately, we cannot accept payment by cheque or cash in advance or on-site.
A non-refundable deposit of £20.00 is due at the time of booking with the remainder due 7 days before arrival.
All sites accept Credit, Debit and Travel Cards (with the exception of American Express Cards). Camping in the New Forest campsites do not accept cash.
Services, Features and Facilities:
Site services, features and facilities may vary between Sites. Details of Site services, features and facilities will be prominently displayed in the reception area of each Site. Features, facilities or services referred to in the Brochure, Site Leaflet or on the Website are subject to availability and may be supplied by third parties. You use these services, features and facilities at your own risk and Camping in the New Forest shall have no responsibility for loss, damage or injury in relation to any services, features or facilities provided or supplied by third parties.
Information about features, facilities and services at your holiday site, is, to the best of our knowledge and belief, accurate at the time of publication of the brochure and Website, however Camping in the New Forest cannot guarantee that these services, features and facilities will be available during your holiday.
All information on the website regarding prices is accurate as at the time of publication, but may be subject to change.
Cancellation and changes to your booking:
Our Rights to Cancel
We may exercise our discretion and cancel the contract for any Services and products at any time with immediate effect, including if you are in breach of the Site Policy.
If you cancel your holiday at any point after booking you will lose your deposit already paid.
Days to Arrival Refund Amount
29 – 56+ days – Full refund less deposit
15 – 28 days – 30% of outstanding of balance less deposit
7 – 14 days – 20% of outstanding of balance less deposit
0 – 7 days – No refund
If you leave site early for any reason Camping in the New Forest will not issue any refund for unused camping nights.
Unfortunately, in some circumstances Camping in the New Forest may have to cancel your booking. In these circumstances we will offer you a full refund of any pitch fees paid or the option of an alternative pitch/site of a comparable standard for the same price as your original booking. Alternatively you can change to a different pitch/site of your choice with you paying any additional cost or receiving a refund in respect of a price difference. No other compensation is available.
If you want to amend your booking, you must notify Camping in the New Forest as soon as possible. Subject to availability, amendments to your booking can be made up to three days before your arrival at the Site. Amendments to bookings are subject to availability and a £5.00 per booking administration fee. The admin fee will be waived if the overall cost of your booking increases due to the amendment made. If you wish to transfer your booking to another location and/or date, we will use our reasonable endeavours to satisfy your request wherever possible subject to availability and payment of the correct fees.
Arrival and Departure:
It is important that you report to the Site Reception on arrival.
Arrival times on-site are between 12.00pm and 8.00pm in Summer or dusk in Winter. If you wish to arrive earlier, please ring the Site Team on the morning of your arrival and they will do their best to accommodate your request, but this cannot be guaranteed. There is a charge of £3.00 for arrivals before 12:00pm.
If you are likely to arrive after these times, please ensure you inform the Site Team. If we are not notified, your pitch will be held until dusk in winter or 8.00pm in the Summer on the day of your arrival, after which it will be put up for re-sale and your booking treated as a cancellation with your monies retained.
Pitches must be vacated by 11.00am on the day of departure unless otherwise agreed with the Site Team. Late departures must be agreed by the Site Team and subject to availability and a charge of £5.00 per pitch. Pitches can only be extended until 5.00pm.
Subject to availability, we accept bookings on all our Sites up to 8.00pm in Summer or dusk in Winter on the day of your arrival.
Management and Behaviour on-site:
Our Site Managers and their teams are fully empowered in all aspects of Site operation and management. Camping in the New Forest fully supports its Site Managers and teams in dealing with matters of policy at their sole discretion when the need arises. In placing a Booking Request you agree that you and your party will at all times comply with the requests of the Site Managers and their teams.
Please respect the staff, other campers, the site and the wildlife. Any issues should be brought to the attention of the Site Manager as soon as possible, in order to be resolved.
As the person booking the holiday, you are responsible for the behaviour of all members of the party whilst on the Site.
Any wilful damage to the Site or any other Camping in the New Forest property will result in you being asked to immediately leave the Site. Our customers visit our Sites to enjoy the peace and tranquillity of the Forest. To respect the enjoyment of others, we ask that noise levels are kept to a respectable level throughout your stay. No loud music is allowed on site. No driving allowed on site after 10.00pm. If anyone does not respect this, the Site Manager and their team reserve the right to refuse them admission or ask them to leave the site at any time. If you are asked to leave under any of these circumstances, no monies will be refunded.
On groups of three units or more, a security bond of £50.00 per pitch will be requested upon arrival at the Site at the discretion of the Site Manager. The Site Manager reserves the discretion to ask any customer for a security bond regardless of party size. A refund in full will be processed at the end of your stay unless, in the opinion of the Site Manager, you have displayed unreasonable behaviour (this includes but is not limited to, excessive noise, wilful damage to the Site or other people’s property and abuse of our staff).
Forest Preservation:
No structures can be tied or secured to trees or vegetation, this includes washing lines, football nets, hammocks, and rope swings. Any structures that are or are judged to be causing damage to the site will be taken down or removed. The site team reserve the right to do so without prior consent and wholly at the site teams’ discretion. No fireworks or flying drones. No building dens – please leave wood on the ground, it’s part of the natural ecosystem of this unique landscape.
Fires and BBQs:
To protect our forests, the burning of wood is strictly prohibited. This means no open fires, no campfires, and no fire pits of any kind.
Charcoal and gas BBQs are allowed on our campsites for cooking purposes only, providing they are raised off the ground and not used inside enclosed spaces. BBQs must be extinguished by 9pm. PLEASE NOTE DISPOSABLE BBQ’S ARE PROHIBITED ON ALL SITES.
Campsites are managed and patrolled and have fire measures and equipment in place to minimise fire risks. Camping in the New Forest reserve the right to ban BBQs on the sites when the New Forest is deemed to have a high fire risk.
Please note: Whilst BBQs are permitted on our campsites, they are not permitted anywhere else in the New Forest Crown Lands.
Fire extinguishers are placed in strategic locations around each campsite for your safety. These are available for use by campers and staff in the event of an emergency, but only if safe to do so. Please advise us if you do use an extinguisher so we can ensure they are refilled.
Dogs:
Dogs are welcome on our campsites except Ashurst and Denny Wood where only assistance dogs are permitted. Dogs must be kept on leads and any fouling must be collected and disposed of properly. A maximum of three dogs per pitch are permitted on-site. If there is an incident on-site involving your dog, including excessive barking or noise, you may be asked to leave the site immediately.
Forest Animals:
We work closely with Forestry England, the New Forest National Park Authority, and the New Forest Commoners. There are strict rules that PROHIBIT FEEDING any wild animals and grazing livestock. Ponies and donkeys will sometimes come close to you. Please DO NOT PET THEM, as they can become a nuisance or even be aggressive. Contact the Site Team if you experience problems with any of the animals.
The New Forest Code:
We kindly ask all our visitors to abide by The New Forest Code set out by the New Forest National Park Authority:
- Keep your distance from the animals – don’t feed or touch them
- Take home litter and dog waste
- No wood fires or disposable BBQ’s
- Gas and charcoal BBQ’s can be used on our campsites providing they are raised off the ground. All BBQs are prohibited in the open Forest.
- Keep dogs under control. Don’t let dogs approach or chase any animals
- Park only in car parks
- No wild camping
- Stick to the permitted cycle tracks
- Drive with care – animals on the road!
- Help wildlife by keeping to the main tracks.
More details on their website: https://www.newforestnpa.gov.uk/visiting/help-care-for-the-forest/new-forest-code/
This code is to help both us and our visitors to help preserve the New Forest’s animals, plants and natural beauty.
Of particular importance to us is ‘No wood fires and disposable BBQ’s’. We operate a zero-tolerance policy towards disposable BBQ’s on our sites due to the wildfire risk they pose.
Complaints:
At Camping in the New Forest, we strive to give customers the highest standard of service. Very occasionally things might not go to plan, and we may not live up to your expectations.
If you are unhappy with anything at all we ask you to bring it to our attention straight away by contacting the site Manager. They will make every effort to resolve the issue.
If you remain dissatisfied, we will refer your complaint to our Customer Care Team, or you may contact them directly:
Customer Care Team
Camping in the New Forest
New Park
Brockenhurst
SO42 7QH
Email: [email protected]
- Formal complaints can be made by the Lead Customer by sending a letter or email to the Customer Care Team detailed above. Please ensure you provide the following details, or we won’t be able to process your complaint:
- Booking Name & Reference number, phone number and email address.
- Full details of the problem, and how and when it occurred.
- How it has affected you.
- What you consider should be done to put things right.
- We will acknowledge your complaint within 48 hours of receipt.
- We aim to fully investigate your complaint within 10 working days, and in a fair and transparent manner.
- We will provide you with a response that outlines our findings and any actions that we consider appropriate. Wherever possible, we will resolve the matter to your satisfaction.
- If we cannot come to an agreeable resolution, we will refer your complaint to the Chief Executive.
We ask you to note that if you do not give us the opportunity to resolve the problem by reporting it on-site, we may not be able to deal with any complaint on your return and your rights to claim may be reduced or forfeited.
Data protection:
The information taken at the time of booking is required to be collected for the purposes of processing your reservation with Camping in the New Forest, which is processed through our booking service, GemaPark. We may process your data to keep you informed of our activities and to keep you updated with news, offers and other information that may be of interest to you. If you do not want us to use your information for the marketing purposes described in this paragraph, please let us know. We will not sell your data or pass it on to third parties. You may receive an email from GemaPark, inviting you to complete a questionnaire and review regarding your stay.
Liability:
Please read this section as it is important that you understand what you are agreeing to
Nothing in this section limits or attempts to limit our liability for:
- Death or personal injury caused by our negligence; or
- Fraud or fraudulent misrepresentation; or
- Any breach of the obligations implied by Section 2 of the Supply of Goods and Services Act 1982; or
- Losses for which it is prohibited in Section 7 of the Consumer Protection Act 1987 to limit liability; or
- Any other matter for which it would be illegal or unlawful for us to exclude or attempt to exclude our liability.
Subject to the matters detailed above, if we fail to comply with these Terms, we shall not be responsible for any losses that you suffer as a result, except for those losses which we could reasonably foresee would result from our failure to comply with these Terms.
In addition to the above, we shall not be responsible for any:
- Loss of income or revenue;
- Loss of business
- Loss of anticipated savings
- Loss of data
Our maximum liability shall be no more than to refund the amount paid by you for the holiday.
As our Sites are located in the forest environment, we do not accept responsibility for any damage, injury or inconvenience caused by plants or wildlife.
Camping in the New Forest do not accept responsibility for anything that adversely affects your holiday that is outside of our control. These circumstances are known as ‘Force Majeure’ events and are circumstances that Camping in the New Forest could not, even with due care, have foreseen or avoided. Such circumstances include (but are not limited to) war, civil unrest, industrial action, terrorist activity, a pandemic, natural disaster, fire, adverse weather conditions, foot and mouth disease and all other similar events outside of our control. Camping in the New Forest will endeavour to manage any problems caused as a result of a Force Majeure event but shall be under no obligation to do so and shall not be liable to you for any losses caused by a Force Majeure event.
Reference to any products, services or other information belonging to third parties does not imply or constitute an endorsement, sponsorship or recommendation by Camping in the New Forest. Links to other services not operated by Camping in the New Forest are provided solely for your convenience. Camping in the New Forest accepts no liability for any products services or other information provided by third parties.
Other Important Information:
Any photographs, descriptions or advertising we issue, and any descriptions or illustrations contained in our catalogue, or brochures or on our website, are issued or published solely to provide you with an approximate idea of our Sites and services. They do not form part of the contract between you and us.
If any court or competent authority decides that any of the provisions of these Terms are invalid, unlawful or unenforceable to any extent, the Term will, to that extent only, be severed from the remaining Terms, which will continue to be valid to the fullest extent permitted by law.
If we fail at any time while these Terms are in force, to insist that you perform any of your obligations under these Terms, or if we do not exercise any of our rights or remedies under these Terms, that will not mean that we have waived such rights or remedies and will not mean that you do not have to comply with those obligations. Any waiver of a default by us does not mean that we will automatically waive any subsequent waive by you. No waiver by us of any of these Terms shall be effective unless we expressly say that it is a waiver and we tell you so in writing.
A person who is not party to these Terms shall not have any rights under or in connection with them under the Contracts (Rights of Third Parties) Act 1999.
You may not transfer any of your rights or obligations under these Terms to another person without our prior written consent, which we will not withhold unreasonably. We can transfer all or any of our rights and obligations under these Terms to another organisation, but this will not affect your rights under these Terms.
These Terms and any non-contractual obligations relating to these Terms shall be governed by and interpreted in accordance with English law. You and we both agree to the exclusive jurisdiction of the English courts. This contract shall be concluded in the English language.
If you wish to contact Camping in the New Forest, please use the following address: Camping in the New Forest, New Park, Brockenhurst, Hampshire SO42 7QH.
Terms and Conditions – Amended July 2023
