Service Terms & Conditions

01. The service provider

These terms apply to UK consumers using Park & Lodge’s Full Buying Service or Purchase & Negotiation Service. In these terms, “we”, “us” and “Park & Lodge” refer to the service provider identified in your written engagement letter. We give you the provider’s full legal name and any applicable company registration details before you enter a paid contract.

Business and correspondence address: 36B Bargates, Christchurch, BH23 1QL. Information about the current business operators is set out in our Privacy Notice. Version: 1.2.

Phone: 0330 533 0100. Customer, cancellation and complaints contact: hello@parkandlodge.co.uk. Clear notices may also be sent to the correspondence address above. No subject line or account reference is required for a clear cancellation or complaint.

02. Agreeing the work

Submitting an enquiry is free and does not create a substantive Full Buying or Purchase & Negotiation engagement. If you choose to ask us to review suitability, the next step is a £99 pre-acceptance deposit paid through Stripe. Our preliminary administrative and suitability review is not the substantive service and is not separately charged. Before taking the £99, we must make the relevant trader, deposit, refund, credit and applicable cancellation information available to you.

Paying the £99 does not mean Park & Lodge has accepted your substantive case, start substantive work or make a later balance due. We refund the £99 in full if we decline your enquiry or you withdraw before we confirm the substantive engagement. If we confirm your engagement and you proceed, we credit the £99 once against the fixed service total; it is not an additional fee.

If we are willing to offer the substantive service, we provide the agreed scope, these terms, total fee and payment stages, expected timing, cancellation information and model cancellation form in a form you can keep. Our written engagement letter identifies the client(s), agreed brief or identified purchase, work, prices, start arrangements and exceptions. You positively accept it; Park & Lodge then confirms in writing. The substantive contract forms when that confirmation reaches you. Neither an enquiry nor the £99 payment is that confirmation.

Payment or a signature does not by itself request work during the cancellation period. An early start requires the separate request explained below.

We provide a copy of the accepted engagement, the version of these terms and the cancellation information by email attachment or another form you can keep unchanged. Updating a webpage does not change an existing contract. For joint buyers, the engagement records who may give routine instructions; changes to scope, fees or cancellation require the clients’ agreement or an expressly authorised representative.

03. What both services include

We establish your requirements, investigate the park and proposed purchase, examine ownership costs, licence length, restrictions, resale and exit terms, check important sales assurances and negotiate the price and terms where there is scope.

We support buyers of holiday lodges and static holiday caravans on holiday parks. We do not handle residential park-home purchases or purchases intended as a main home.

In these terms, “holiday unit” means a holiday lodge or static holiday caravan within the agreed purchase or search scope. The engagement identifies the product type. Other products require scope review; residential park-home and main-home purchases are excluded.

A residential specification or a 12-month park season does not establish permission to live there as a main home. Check the actual planning, licence and agreement for the intended holiday use.

You receive a written Deal Assessment with the evidence available, material risks, unanswered questions, changes secured and our recommendation. Our decision labels are HOLD, SEEK CHANGES, PROCEED and WALK AWAY. HOLD means decision-critical evidence is missing, conflicting or awaiting specialist input; it is not conditional approval. You decide whether to buy.

We work with reasonable care and skill and within the agreed timetable or a reasonable time. The scope depends on the identified purchase and evidence we can reasonably obtain, not on whether the park will agree to our requests. Missing information is identified rather than assumed satisfactory.

We act for the buyer, not the park or seller. We do not accept park commissions, referral rewards or incentives. We disclose any conflict that could affect the work. We do not accept a purchase, sign a park agreement, reserve a holiday unit or handle the holiday unit purchase money on your behalf.

04. Full Buying Service

Fixed total fee: £1,895. Full Buying adds the buyer brief, market research and shortlist to the investigation and negotiation above. The brief records your budget, areas, intended use, essential requirements, preferences and deal-breakers.

We aim for around three strong options, not an exact quota or a claim to cover every park. The shortlist must contain credible available holiday-unit/pitch combinations, not merely a list of parks. We explain the reasons for selection and known limitations. You choose the option to pursue.

A shortlist is an initial assessment against the agreed brief. It is not the final Deal Assessment or confirmation that every document, cost or risk has been resolved.

£99 pre-acceptance enquiry deposit: payable after the enquiry on the refundable and creditable conditions in section 2. £596 after substantive confirmation and agreement of the buyer brief: payable before the search begins under written bank-transfer instructions. £1,200 after the shortlist: payable after we deliver and review with you a shortlist that genuinely fits the agreed brief at that stage, before detailed investigation and negotiation. If that milestone has not been met, the £1,200 shortlist balance is not due. £99 + £596 + £1,200 = £1,895; the £99 is credited once, not added to the total. The £596 and £1,200 are requested outside Stripe.

No deposit or later instalment is automatically non-refundable. Before substantive confirmation, a decline by Park & Lodge or customer withdrawal requires a full £99 refund. After confirmation, the cancellation and account provisions below apply; payment stages are not automatic earned-work percentages.

05. When we search again

If we advise you to walk away from all shortlisted options, or all prove unsuitable against the substantially unchanged agreed brief, we return to market and prepare another shortlist without another service fee. This continuation applies while the agreed work remains unfinished, subject to the cooperation and scope provisions below.

180 days is a progress review, not an expiry date. We review progress with you 180 days from the agreed service start date. If the agreed work is unfinished, your brief remains substantially unchanged and you remain in contact to take reasonable next steps towards the purchase, we continue the agreed work beyond that review without another service fee. Continued support in those circumstances does not depend on a discretionary extension.

A lack of suitable options, delays outside your control or genuine concerns about a proposed purchase are not treated as a lack of commitment. Asking questions, disagreeing with our advice or declining to buy a holiday unit does not, on its own, amount to non-cooperation. You are not required to buy, accept our recommendation or overlook a concern to keep the service.

Small refinements are normal and do not automatically create a new fee. A material change to the budget, area, intended use or another central requirement may change the scope. We explain the effect and agree any revised brief, work or fee before carrying out additional work. There is no automatic second charge or obligation to accept a revised scope.

If progress repeatedly stalls: we may raise a cooperation issue where repeated failures to provide essential information or respond to reasonable requests, or repeated requests for materially different searches without agreeing a workable brief, materially prevent us from delivering the agreed service. We can address this before or after the 180-day review; it is not triggered simply by time passing.

We first explain the specific issue in writing, what is needed to restore progress and a reasonable response deadline, taking account of your circumstances and any agreed pause. We give you a reasonable opportunity to explain or resolve the issue and consider an agreed pause or revised brief. Any pause records the affected work and a restart or review date. If the issue remains unresolved and materially prevents delivery, we may pause the affected work or end the engagement on reasonable written notice explaining the grounds. A minor delay or an isolated missed response is not enough.

The review is not a new minimum term, a guarantee that a purchase will be found or an excuse for delay by us. It does not remove your cancellation or refund rights, entitle us to retain payment for undelivered work automatically, or excuse a failure to provide the agreed service with reasonable care and skill.

The same objective cooperation process applies to both services, qualifying replacement investigations and the upgrade option. A deadline must take account of what is reasonably needed and your circumstances. We do not set a token deadline to manufacture non-cooperation. A genuine concern or an agreed pause is not a reason to withdraw promised continuation.

For an ordinary cooperation issue, we normally allow at least 14 calendar days from receipt of our written request to respond. Where closure remains justified after considering your response and reasonable alternatives, we give a further 14 calendar days’ written notice. We allow longer where reasonable. These are not automatic expiry rules; the separate serious safety or unlawful-conduct grounds remain subject to section 13.

06. Purchase & Negotiation Service

Fixed total fee: £1,295. You have already identified one holiday unit and park. The £99 pre-acceptance enquiry deposit is paid on the refund and credit conditions in section 2. The remaining £1,196 is payable only after Park & Lodge confirms the substantive engagement and agrees the identified purchase and scope, before investigation begins, subject to cancellation provisions. We request that balance outside Stripe by written bank-transfer instructions. £99 + £1,196 = £1,295.

The service skips sourcing and shortlisting, not establishing your priorities, investigating the park and agreement or negotiating. Tell us about any reservation, payment, signature or deadline before we accept the work.

The normal endpoint is delivery and review of the written Deal Assessment and the commercial handover agreed in the engagement, subject to the replacement protection below and the completion section. A purchase is not required for properly completed work to be chargeable. Ongoing ownership management and litigation are not included.

If the purchase falls through, or we recommend in writing that you do not proceed because of material issues we uncover, you may identify another holiday unit and we will investigate and negotiate that replacement purchase without another service fee. If a later qualifying replacement also falls through or we again recommend walking away for material issues, the same no-extra-fee restart applies again while the engagement remains active.

This repeat protection is intended to help you reach a suitable purchase, not to charge a new £1,295 each time our work shows that a deal should not proceed. It does not create an unlimited right to switch between unrelated purchases for preference alone without regard to the agreed scope. If you want to change direction for reasons unrelated to a qualifying failed purchase or our recommendation, we discuss the effect on scope before carrying out materially different work.

We normally work through one identified purchase at a time. A new holiday unit within the agreed brief is not, by itself, a material scope change. We record a walk-away recommendation in writing, but failure on our part to record advice we actually gave does not remove your entitlement. We distinguish a transaction that genuinely falls through from simply requesting parallel investigations of unrelated available holiday units.

07. Upgrade to Full Buying after a qualifying purchase

If, during Purchase & Negotiation, Park & Lodge recommends in writing that you walk away because the proposed purchase materially fails your agreed requirements or our assessment, you may ask us to take over the search and upgrade to Full Buying. A seller withdrawal, collapsed transaction or preference change alone does not qualify for this £600 credit. Qualifying replacement investigation under section 6 is a separate protection.

Around 90 days after our qualifying written walk-away recommendation, we review progress on the upgrade option. This is not an automatic expiry. Passing 90 days alone does not remove an otherwise qualifying credit while you remain in contact and willing to take reasonable next steps, including where a delay is outside your control.

The 90-day review is not a deadline to request an upgrade or to find or buy a holiday unit. You do not lose the option because we take longer to agree the new brief or schedule the work.

If progress repeatedly stalls because essential information or reasonable responses are not provided, the written cooperation process under “When we search again” applies. We explain the issue, what is needed and a reasonable response deadline. If the issue remains unresolved and materially prevents us from continuing, we may end the engagement on reasonable written notice. If the engagement is ended after that process, the upgrade option ends unless we agree otherwise.

Your £1,295 Purchase & Negotiation fee is credited towards the £1,895 Full Buying Service. Where the original £1,295 is fully paid and has not been refunded, the remaining £600 is payable after we deliver and review with you a suitable shortlist against your agreed brief, before detailed investigation and negotiation of your chosen purchase. No separate post-acceptance Full Buying balance is due for this qualifying upgrade. The £600 is requested by written bank-transfer instructions outside Stripe. If the shortlist milestone has not been met, that £600 is not yet due.

We confirm the new buyer brief, scope and Full Buying start date in writing. The Full Buying continuation policy applies from that agreed start, including its 180-day progress review rather than an automatic expiry. Time spent on the original Purchase & Negotiation service is not deducted from that review period.

The upgrade option is not a substitute for a refund, repeat performance, price reduction or any other remedy you are legally entitled to. We do not count the same fee twice or use an upgrade charge to recover a remedy that is otherwise due.

If the original fee has been partly refunded or otherwise adjusted, we agree a fair written reconciliation before any additional charge; no automatic top-up is assumed. A remedy owed for deficient service is not recovered through an increased upgrade charge.

08. Completion, handover and continuing protection

Commercial handover means a written record of the proposed price and terms, concessions secured, outstanding evidence or conditions, material risks and the next decisions for you and any specialist advisers. We discuss the Deal Assessment with you and complete the negotiation and follow-up expressly included in the engagement. It does not mean physical holiday unit handover, snagging or a survey; technical inspections remain for separately appointed competent specialists.

For Full Buying, the normal endpoint is delivery and review of the Deal Assessment and agreed commercial handover for a suitable option against the brief. For Purchase & Negotiation, it is delivery, review and the agreed handover on the identified purchase, subject to qualifying replacement work. A walk-away report does not complete an engagement where promised continuation is still due.

We confirm what has been completed and any continuing commitments in writing. An administrative completion notice cannot cancel a qualifying restart or upgrade entitlement, create a hidden deadline or treat missing work as delivered. If the transaction we assessed falls through before you complete that purchase, the applicable continuation or replacement promise is still considered; we do not reject it simply because a report or handover was sent first.

You are not obliged to buy a holiday unit or accept our recommendation. Conversely, satisfactory work does not become free simply because you decide not to buy. We do not guarantee a suitable holiday unit will be found or a purchase completed. After you complete a purchase, a later separate buying project is not automatically included. Your rights about our previous work remain unaffected.

09. Fees and other costs

The quoted fixed fee is the total consumer service price for the agreed scope, including any VAT that applies. We do not add VAT to the advertised £1,895 or £1,295 total. We do not add a success fee or any undisclosed compulsory charge, and we take no commission or incentive from a park or seller.

The holiday unit price, park charges, solicitor, surveyor and other third-party costs are separate. We will identify any additional work or charge and obtain your express agreement before committing you to it. You pay purchase money directly to the appropriate seller or adviser, not into a Park & Lodge client-money account.

Ordinary work within the agreed scope is covered by the fixed total. Any optional extra work, exceptional travel or third-party cost arranged through us requires your express agreement to the service and price, or a clear calculation and agreed limit, before it is incurred. You may decline it. Written Park & Lodge payment requests identify the agreed milestone and amount due; later balances are by bank transfer, not Stripe. A later milestone is not accelerated simply because progress pauses.

10. Your 14-day cancellation right

For a consumer service contract agreed online, by phone or away from our business premises, you normally have 14 days to cancel without giving a reason, starting the day after the contract is made. Failure to give the required cancellation information can extend that period.

Tell us clearly that you are cancelling by email, post, telephone or another clear statement. You may use the model form below, but it is not compulsory. Sending your cancellation before the deadline is sufficient. You do not need to persuade us to accept it or wait for a reply. We confirm receipt and the next steps in a form you can keep.

When this right applies, we refund payments without undue delay and within 14 days after you notify us, using the original payment method unless you agree otherwise, without a refund fee. Only a lawful proportionate charge for an expressly requested early start may be deducted.

11. Starting before the 14 days end

We wait until the cancellation period ends unless you expressly ask us to begin sooner. The engagement process must offer a genuine choice, not a preselected checkbox or a condition hidden in the payment step.

If you request an early start and then cancel before completion, you may owe a proportionate amount for the service supplied up to cancellation. It is based on the agreed total price, or market value if that total is excessive, rather than automatic forfeiture of the £99 deposit or any later balance payment.

If we fully perform the service during the cancellation period, the cancellation right ends only where you expressly requested the early performance and acknowledged in advance that full performance would end that right. Starting work alone does not remove it.

If we did not obtain the required early-start request or give the required cancellation and charging information, we do not charge you for that early supply when you exercise this cancellation right.

Requesting an early start does not waive all cancellation rights immediately. Delivering a report, taking payment or reaching a billing milestone is not treated as full performance while agreed work remains outstanding. The service-cancellation rules apply to our work; sending the report electronically does not create a shortcut around them.

12. How any cancellation account is calculated

During the statutory cancellation period: where a lawful early start was expressly requested, any charge reflects the service actually supplied up to cancellation in proportion to the whole agreed service and its total price. If that price is excessive, the applicable market-value basis is used. We do not add a separate administration fee, lost-profit charge or automatic forfeiture to this statutory calculation.

Payment milestones are not automatic earned-fee percentages. Paying £99, £596 or £1,196, or reaching the £1,200 shortlist milestone, does not by itself show how much substantive work has been supplied. We identify the research, investigation, negotiation and other work actually carried out, explain its value against the agreed scope and account for sums already paid.

After the statutory period, where you choose to end the service and we are not at fault: the settlement is the fair value of work properly supplied, plus only any evidenced, reasonable and unavoidable direct loss caused by cancellation that can lawfully be recovered. We deduct costs saved or recovered, take reasonable steps to reduce loss and do not charge twice for the same work or loss. There is no automatic claim for the full unpaid balance.

For the same agreed service, qualifying repeat investigations do not create another £1,295 charge or reset the original fee. Total cancellation charges for that service cannot exceed its agreed total price. Separately authorised extra work is accounted for separately. We explain any lawful balance due or refund in an itemised statement; disputed sums are identified rather than automatically treated as misconduct.

If you cancel because we have not supplied the service properly, your legal remedies take priority over the ordinary change-of-mind calculation. A refund or price reduction cannot be withheld merely because we have offered another investigation or an upgrade. We do not count the original fee twice when applying a £600 upgrade or a refund.

13. Ending or changing the engagement

After the cooling-off period you may still ask to end the work. We provide an itemised account of work delivered and any reasonable, unavoidable direct loss, take reasonable steps to reduce loss and refund any excess payment. There is no automatic claim to the whole outstanding fee for unperformed work.

For stalled progress, missing information or repeated changes to the search, the specific written-notice and resolution process under “When we search again” applies. We do not end the engagement simply because 180 days have passed or because you question our advice or decline to buy.

Separate serious grounds may require us to pause or end work, such as a substantial properly due unpaid invoice after reasonable requests, a conflict that makes continuing unlawful, threats or harassment of staff, or a request to act unlawfully. We explain the grounds and give reasonable written notice and an opportunity to resolve matters unless an immediate pause or ending is necessary to protect safety or avoid unlawful conduct. Exercising a legal right or raising a genuine complaint is not misconduct.

If we cannot provide the agreed service, we explain the position and account fairly for unperformed work. If the engagement ends, we provide an itemised account and refund any amount due; there is no automatic forfeiture of payments. Your rights where we breach the contract remain available. Third-party delays are explained and addressed, not used as a blanket exclusion of our responsibility.

We stop avoidable work after receiving a cancellation or a valid termination takes effect. We return any undisputed amount promptly and within any applicable legal deadline; an ongoing dispute about another amount is not a reason to retain the undisputed refund. We provide the completed material relevant to your engagement and explain any unfinished work.

14. Changes, pauses and outside delays

We record material changes to scope, price or timescales and obtain your agreement before carrying them out. We cannot unilaterally replace these terms, increase the agreed fixed fee or retrospectively restrict continuation. Minor refinements within the brief do not automatically attract a charge.

A change between a holiday lodge and a static holiday caravan requires review of the agreed brief or scope and a dated record of any new evidence requirements. It does not automatically create a new fee or remove continuation rights. Any genuinely additional work or price change follows the agreement process above.

If a park, supplier or another event delays the work, we explain the effect, take reasonable steps to limit it and agree the next update or review date. We do not describe our own avoidable delay as being outside our control. If a problem makes the agreed service impossible or causes an unacceptable material delay, we discuss appropriate alternatives and your right to end the affected work and receive any refund or other remedy due.

A pause records its reason, the affected tasks and how progress will be reviewed. We do not charge a holding fee merely because an agreed pause or outside delay extends the work. The 90-day and 180-day reviews do not allow us to delay work that should reasonably be completed earlier.

15. Your decisions and our authority

Give us accurate information you reasonably have, share important sales assurances and tell us promptly about changes or deadlines. We agree what you authorise us to discuss with the park or seller. We do not accept a purchase, sign the park agreement or pay a reservation on your behalf.

Our assessment concerns the identified purchase and the evidence available at that time. Tell us about later changes before relying on an earlier recommendation. You may share the report with your solicitor or surveyor for your purchase; third parties should not treat it as an assessment commissioned for them.

16. Our responsibilities and limits

We do not guarantee that a park will provide information or agree to changes, that a particular saving will be achieved, or that future fees, resale value or park management will remain unchanged. This does not reduce our duty to perform the agreed work with reasonable care and skill.

Our service is commercial investigation and negotiation, not legal advice, a structural survey, a valuation for lending or regulated financial advice. We review documentary and commercial evidence. We do not inspect or certify chassis, corrosion, damp, electrical, gas, plumbing or other technical condition. We may recommend or require appropriate competent specialist evidence where needed to assess the purchase responsibly. Missing specialist evidence is not treated as satisfactory condition. Our assessment does not replace the relevant professional.

We remain responsible for foreseeable loss caused by our breach of contract or failure to use reasonable care and skill. Nothing excludes liability for fraud, fraudulent misrepresentation, death or personal injury caused by negligence, or any liability that cannot lawfully be excluded. Your consumer remedies, including repeat performance or a price reduction where applicable, are preserved.

You may be entitled to repeat performance without extra cost, a price reduction or other remedies where we fail to provide the agreed standard. We do not exclude responsibility for our own negligent assessment merely because information originated from a park. Equally, we are not responsible for a park’s independent actions unless responsibility follows from our own breach or another legal obligation.

17. Complaints and disputes

Park & Lodge handles complaints through hello@parkandlodge.co.uk, 0330 533 0100 or 36B Bargates, Christchurch, BH23 1QL. Tell us what has gone wrong and the outcome you seek; a reference is helpful, not compulsory. We allocate an internal lead and keep you informed through the business contact route.

We acknowledge service complaints within five working days and aim to provide a substantive response within 20 working days of receipt. If more time is needed, we explain why and give a further response date. These targets do not restrict any right to prompt action or legal remedy. Working days mean Monday to Friday excluding public holidays in England and Wales.

We explain our conclusion, reasons and any proposed remedy in writing. Where an alternative dispute resolution or other arrangement is available for the complaint, we provide its details in a durable form and explain the route to use it. Any mandatory scheme requirements take priority. We do not require you to give up access to the courts or agree that our decision is final.

Privacy requests and complaints are covered separately in the Privacy Notice. These terms do not represent membership of an ombudsman or dispute-resolution scheme.

18. Your documents, applicable law and legal rights

You may retain and use your Deal Assessment and supporting documents for the intended purchase and share them with your co-buyer and professional advisers. Others should not treat them as advice commissioned for a different transaction. This does not prevent disclosures needed for a complaint, a legal claim or compliance with law.

If wording conflicts with an expressly agreed service promise or a mandatory consumer right, we cannot use a general limitation to erase that promise or right. If a term is not binding, the other terms continue only so far as they can operate fairly and lawfully. We do not reserve the right to rewrite an unfair term in our favour.

These terms are governed by the law of England and Wales. If you live elsewhere in the UK, this does not remove mandatory consumer protections available where you live. You retain any right to bring proceedings in your local courts; there is no exclusive requirement to use courts near our office.

19. Model cancellation form

Complete and return this only if you wish to cancel. A clear cancellation message is also acceptable.

To: Park & Lodge, 36B Bargates, Christchurch, BH23 1QL; hello@parkandlodge.co.uk.

I/We hereby give notice that I/We cancel my/our contract for the supply of the following service: [SERVICE NAME].

Ordered on: [DATE]. Enquiry or engagement reference, if available: [REFERENCE].

Name of consumer(s): [NAME]. Address of consumer(s): [ADDRESS].

Signature of consumer(s), only if sent on paper: [SIGNATURE]. Date: [DATE].

Delete whichever does not apply. A reference or the model form is not required for a clear cancellation. Keep a copy of the notice you send.