Terms & Conditions

1. Who you're booking with

New Forest Log Cabin is a privately-owned self-catering holiday lodge located at Sandy Balls Holiday Village, Fordingbridge, Hampshire SP6 2JW (the “Property”). The Property reference at Sandy Balls is Lodge 240. Direct bookings are operated by Scott Dobson (the “Owner”) — you can reach the Owner at bookings@newforestlogcabin.com.

Sandy Balls Holiday Village is operated by Away Resorts Limited and is a separate entity from the Owner. Sandy Balls is responsible for the wider park, its facilities (pool, gym, restaurant, activities) and any services you buy from them directly (Guest Passes, linen hire, etc.). The Owner is not responsible for the operation of, or any incident arising from the use of, Sandy Balls park facilities.

2. The booking contract

A binding contract is formed when you (the “Lead Guest”) complete the booking flow on this site and your payment (deposit or full payment) is successfully processed by Stripe. You will receive an emailed booking confirmation. If your payment fails or your dates become unavailable before confirmation, no contract is formed.

The Lead Guest must be at least 18 years old and is responsible for the conduct of all guests in the booking party, including any minors. By completing the booking you confirm that all guests have been told about, and agree to, these terms, the Cancellation Policy and the house rules displayed during checkout.

3. Payment

All payments are taken via Stripe; we never see or store your card details. You will be charged either:

• a 30% deposit at the time of booking, with the remaining balance automatically charged to the same card 30 days before arrival; or
• the full amount at the time of booking, if you select “pay in full” or if your arrival is within 37 days.

If the automatic balance charge fails (expired card, blocked transaction, insufficient funds, etc.) we will contact you immediately with a secure Stripe link to retry. If the balance is not paid within 5 days of the original charge date, the booking may be cancelled and the deposit forfeited.

4. Occupancy & the booking party

The Property sleeps a maximum of seven (7) guests: up to 5 in the two bedrooms (1 double + 1 single + 1 bunk), plus up to 2 additional guests on the lounge sofa bed. The nightly rate covers up to 5 guests; the 6th and 7th guests are £20 per night each and must be declared at the time of booking.

The booking party may not exceed the number declared at booking. Additional guests, day visitors who stay overnight, parties, events and commercial use of the Property are not permitted. The Owner reserves the right to refuse entry, terminate the stay without refund, and recover the reasonable cost of any additional cleaning or damage if this clause is breached.

5. Cancellations & changes

Our cancellation policy is set out in full on the booking page and at the time of payment. In summary:

• Cancellations made 30+ days before check-in: full refund.
• Cancellations made 14–29 days before check-in: 50% refund.
• Cancellations made within 14 days of check-in: no refund.

Date changes are at the Owner's discretion and subject to availability and any difference in nightly rate; date changes requested within 14 days of arrival are treated as a cancellation.

Holiday accommodation is exempt from the 14-day “cooling off” right under the UK Consumer Contracts Regulations 2013 (regulation 28(1)(h)), so the cancellation terms above apply from the moment your booking is confirmed.

6. Check-in, check-out & access

• Check-in from 4pm on the day of arrival.
• Check-out by 10am on the day of departure.
• Early check-in or late check-out can be added at booking, subject to availability.
• Access is via a digital lockbox; the code is sent to the Lead Guest 24 hours before arrival.
• You must be able to provide proof of identity matching the booking name if Sandy Balls park staff request it on arrival.

7. Damage, breakages & cleaning

You agree to leave the Property in a similar condition to which you found it. Normal wear and tear is expected and not chargeable. The Lead Guest is responsible for any damage, breakage, or loss caused by any member of the booking party (including pets) beyond normal wear and tear.

We do not require an upfront damage deposit, but reserve the right to recover the reasonable cost of damage, additional cleaning beyond standard turnaround, or any third-party loss (e.g. lost future bookings if the Property cannot be re-let) by charging the Lead Guest's card on file or by separate invoice. We will notify you of any such charge within 7 days of your departure with photographic evidence.

8. Hot tub use

The hot tub is an optional add-on. Please read and follow the safety rules below carefully — they exist to protect you and other guests.

You agree to the following hot tub use rules:

• Children under 16 must be supervised by an adult at all times. The hot tub is not suitable for children under 5.
• Pregnant women, anyone with a heart condition, high or low blood pressure, diabetes, or any other medical condition should consult a doctor before use.
• Do not enter the hot tub under the influence of alcohol, drugs or medication that causes drowsiness.
• Maximum 30 minutes per session; rehydrate frequently.
• No glass, sharp objects, food, or pets in or near the hot tub.
• No diving, jumping, or rough play. The hot tub is built into a raised deck — surfaces can be slippery.
• Shower before and after use. Do not use the hot tub if you have any open wounds or skin infections.
• Keep the cover on when the hot tub is not in use. Do not tamper with the controls, jets, heater or filtration system.
• Report any malfunction, broken seal or water quality concern to the Owner immediately on +44 7740 282182.

The hot tub is commissioned, maintained and decommissioned by Sandy Balls Holiday Village; the Owner is not responsible for the water quality, mechanical operation, or timely commissioning of the unit. If Sandy Balls is unable to service the hot tub for any reason, your £175 hot tub fee will be refunded in full — this is the limit of our liability for hot tub non-availability.

To the maximum extent permitted by law, the Owner accepts no liability for any injury, illness, loss or damage arising from use of the hot tub except where caused by the Owner's own negligence.

9. Pets

Up to 2 well-behaved dogs are welcome at £10 per dog per night, declared at booking. Dogs must not be left unattended in the Property at any time. Owners are responsible for cleaning up any mess inside or outside the cabin and for any damage caused by their pet. Other species require prior written agreement.

10. House rules

• No smoking or vaping inside the cabin. Smoking is permitted on the deck only — please dispose of butts safely.
• No parties, events, or commercial use of the Property.
• Please respect quiet hours from 10pm to 8am — neighbouring lodges are close by.
• Sandy Balls park rules apply throughout the park; you can be asked to leave the park by Sandy Balls staff for breach of their rules, which would end your stay at the Property. The park rules are available at Sandy Balls Reception on arrival, in the guest welcome pack at the cabin, and via the park's official website.

11. Sandy Balls park facilities & Guest Passes

The Property sits inside Sandy Balls Holiday Village. The pool, sauna, gym, restaurant, shop, games room, bike hire and on-site activities are operated by Sandy Balls and are subject to Sandy Balls' own terms, opening hours, and pricing. A Guest Pass is optional and gives access to certain facilities free of charge — passes are bought from Sandy Balls Reception directly, not via this site.

The Owner makes no representations about the availability, opening hours, condition, or pricing of Sandy Balls facilities. Any complaint about a Sandy Balls facility must be raised directly with Sandy Balls.

12. Force majeure

Neither party is liable for failure to perform these terms where caused by events outside reasonable control, including (but not limited to) fire, flood, storm, pandemic, civil emergency, closure of Sandy Balls Holiday Village arising from events beyond Sandy Balls' own reasonable control (e.g. fire, flood, government order), or government restrictions. A voluntary or commercial decision by the park operator to close the park does not constitute force majeure. In a force majeure event the Owner will use reasonable efforts to offer alternative dates of equivalent value. If alternative dates cannot be agreed, fees paid for the affected portion of the stay will be refunded; this is the Owner's only obligation in a force majeure event.

13. Liability

Nothing in these terms excludes or limits the Owner's liability for (a) death or personal injury caused by the Owner's negligence, (b) fraud or fraudulent misrepresentation, or (c) any other liability that cannot be excluded under UK law.

Subject to the above, the Owner's total liability arising out of or in connection with your booking is limited to the total amount paid by you for the booking. The Owner is not liable for indirect, consequential or special losses (including loss of enjoyment, loss of profit, or loss of opportunity).

You are responsible for the safety of your personal belongings. The Owner accepts no liability for loss, theft, or damage to belongings left at the Property.

14. Data, privacy & cookies

Your personal data is handled in accordance with our Privacy Policy, available at newforestlogcabin.com/privacy. Payments are processed by Stripe under their own privacy and security policies — we do not receive or store your card details.

15. Complaints & disputes

If something isn't right during your stay, please contact the Owner straight away on +44 7740 282182 or bookings@newforestlogcabin.com so we can resolve it promptly. We strongly encourage you to report any issues during your stay. Post-departure complaints will be considered but may be more difficult to investigate without contemporary evidence.

We are not currently a member of an Alternative Dispute Resolution (ADR) scheme. If we are unable to resolve a complaint between us, you may also be able to use the EU Online Dispute Resolution platform at ec.europa.eu/consumers/odr or seek free advice from Citizens Advice.

These terms are governed by the laws of England and Wales. Any dispute that cannot be resolved informally will be subject to the exclusive jurisdiction of the courts of England and Wales.

16. Changes to these terms

We may update these terms from time to time. The terms in force at the time you make your booking are the ones that apply to your stay; we won't change the terms for an existing booking. The current version is always shown on this page with the “last updated” date above.