Terms & Conditions

Important Information: Booking Terms & Conditions

1. Who your agreement is with. When you book your holiday, your agreement will be with Trefach Limited.

2. The agreement. Once a deposit is paid direct to the park, or via a third-party agent, a contract then exists between you and Trefach Limited. These enclosed terms form part of your contract with the park. The person making the booking accepts the contract on behalf of all members of the party and is responsible for making sure they accept the contract terms. Bookings cannot be taken from anyone under the age of 18. 

3. Alterations to your booking. Once a contract is in place between you and Trefach Limited, you cannot transfer or change your booking without our agreement. We will try our best to accommodate minor amendments to your booking, however, major changes are unlikely. Please contact the park directly for any booking alterations.

4. Cancelling your booking. If you cancel your holiday more than 28 days before your arrival date you will forfeit your deposit. Any cancellation less than 28 days before your arrival will result in full payment of your holiday being retained. If you need to cancel or amend your holiday, please call us 01994 419 225 and/or email us at:  trefach@hensonleisuregroup.co.uk 

5. Paying for your holiday. When you book your holiday, a deposit of £100 is payable. The final balance of your holiday, must be paid, in full, no less than 10 weeks before your arrival date. Details of your final balance will be noted in your booking confirmation. If you book a last-minute break, and it is less than 10 weeks before you arrive, the full amount of your holiday is payable at the time of booking. 

6. Special offers. All discounts and promotional offers are subject to availability. To claim a special offer or promotional discount, please ensure you mention it at the time of booking, failure to do so, will require payment in full. 

7. Prices. All prices quoted are correct at the time of booking but are subject to change and could increase or decrease. Only once a deposit is paid, will your booking price be fixed. The park uses a live booking system therefore we cannot hold prices for customers without a deposit. Your price will only change if you have made a permitted amendment to your booking. All prices are inclusive of VAT. 

8. Who’s in your party. At the point of booking, all names and ages of those in your party will be required. Only those people noted on your booking can occupy your holiday home or pitch; please note, an ID may be requested at any time during your stay. Anyone found in your accommodation, not noted on your booking will be asked to leave the park immediately and the entire group booking will be cancelled. Under these circumstances no refund or compensation will be given.  

9. Guest Restrictions. The park pride ourselves on being an inclusive holiday operator and aim to provide a great experience for all families and couples. To achieve a friendly, family atmosphere for all our guests, we reserve the right to refuse or cancel bookings (without refund) from: 

• persons under the age of 21; 

• all-adult and single sex groups of more than 2, including hen, stag or any other parties that disrupt other guests; 

• solo travellers (if we feel the reason for your stay isn’t in line with our family focused values); or 

• anyone else who we think might spoil things for other guests.

• anyone who is abusive to our teams either before or during the holiday.

We don’t knowingly allow any guest to use or visit our parks who:

(i) has an unspent criminal conviction.

(ii) has an entry on a criminal register (including the sex offenders’ register).

(iii) has any record of any order indicating antisocial behaviour, violence, abuse, public disorder, or criminal damage or any other form of antisocial behaviour.

(iv) is a convicted sex offender, subject to the notification requirements of the Sexual Offences Act 2003.

(v) is subject to a Risk of Sexual Harm Order or Child Abduction Notice.

If you do not disclose this information about yourself or any other member of your party, and it later becomes known to us, the park reserves the right to cancel your booking and require that you, and the other members of your party, leave the park, without refund. 

10. Numbers in your party. The total number in your party (including children and babies) must not exceed the maximum capacity of the holiday home or pitch you Details of the maximum capacity of your caravan can be found on the website or at point of enquiry direct with the park. 

11. Single sex group bookings. Trefach is a family friendly holiday park and therefore restrictions exist on group bookings for all male or all female parties of over 2 people. 

12. Arrival and departure times: a) static accommodation. Your static accommodation will be available from 3pm on your arrival day. If you think you may arrive after 5pm, please let the park know in advance. If your accommodation is not occupied by 10am on the day after your arrival day and you haven’t informed the park you will be arriving late, Trefach will treat your booking as cancelled and re-let the accommodation. You should leave your accommodation by 10am on your departure date unless prior approval has been granted for a later check-out time from park management team.
    
    b) Touring pitch: Your touring pitch will be available from 12pm on your arrival day. If you think you may arrive after 5pm, please let the park know in advance. If your pitch is not occupied by 10am on the day after your expected arrival, and, you haven’t informed the park, Trefach will treat your booking as cancelled and re-let the accommodation. Please ensure you vacate your pitch no later than 10am on the day of your departure unless prior approval has been granted for a late-pitch occupancy from park management.v

13. Children. All children must be supervised by parents or guardians throughout the holiday. Children remain the responsibility of their parents or guardians at all times. Please make sure you always know where your children are.

14. Guests with additional needs and requirements. Guests with additional needs and requirements are very welcome at Trefach, although unfortunately the park does not currently have any wheelchair-friendly units, and as such, some accommodation and locations may not be suitable for wheelchair users. If you or one of your party have additional needs or requirements, please tell inform the park about this before you book so efforts can be made to ensure the accommodation is suitable for you. If you do not make us aware of any special requirements before you arrive, the park cannot be held responsible. 

15. No smoking. All accommodation is non-smoking; smoking and use of e-cigarettes is not permitted in any accommodation or any indoor area across the park. If you are caught smoking in your accommodation, you will be required to pay an additional fee of £150 for deep cleaning and be asked to leave the Park without fund.

16. Pets. Well-behaved dogs are very welcome at Trefach but only a small number of our caravans are pet-friendly. A maximum of two dogs per booking is permitted. Some breeds of dog, including those listed in the Dangerous Dog Act are not permitted to stay on the park. Please ensure the breed of your dog is given at the time of booking any pet friendly accommodation. Please enquire before you book whether other pets are allowed. Dogs must be kept on a lead at all times and under the control of a responsible adult. They must also wear a collar with identity tag or chip. You must clean up after your pet. Pets (other than assistance dogs) are not allowed inside any indoor areas or children’s play areas, however, they are permitted on the terrace providing they are quiet and under control. Pets should not be left unattended in holiday homes and are not permitted on any bedding or seating areas. If your pet is causing a nuisance by barking, crying, digging etc, you may be required to remove it from the park. If you take a pet into a holiday home which is not booked as pet friendly you will be required to pay an additional fee of £150 for the deep cleaning of the accommodation and your booking will be cancelled without refund.

17. Use of your holiday home. At the end of your holiday please leave everything in a clean and tidy condition. A full inventory check is carried out in your accommodation before your arrival; you will be required to pay for any damage you cause to your holiday home during your stay, even if accidental. We have the right to enter your accommodation for maintenance purposes, or in special circumstances and in emergencies.

18. Your personal possessions. You are responsible for your personal possessions on park or in your holiday home and the park is not responsible for any loss or damage to these. If you leave personal possessions behind at the end of your holiday, it is your responsibility to contact the park team to have your accommodation checked, and you will be liable to pay for any costs associated with reuniting you with your items.

19. Cots and highchairs. Travel cots and highchairs may be hired at an additional charge. You need to request these when you book, not on arrival, as availability cannot be guaranteed last minute. Cots can normally only be accommodated in the living area of holiday homes. Please ensure you bring your own cot linen.

20. Park facilities. For health and safety reasons some of our facilities have age and/or height/weight Occasionally, facilities may be forced to close temporarily for health and safety reasons, maintenance or reasons beyond the park’s control. Trefach are not liable to compensate you if this occurs. The park will always endeavour to have closed facilities open as soon as is practically possible.

21. Your car and other vehicles. You must comply with all speed limits, parking and traffic regulations whilst on park. ONE parking bay is provided near to your holiday home and spill-over parking is situated opposite reception. Vehicles are brought into the holiday park at your risk and the park is not responsible for loss or damage to these except where it is caused by the park’s negligence or fault. Quad bikes, segways, hover boards and other electrical motored items are not permitted on site. Transit vans and large commercial vehicles are not allowed on park. Please note, the park does not currently have a facility to charge electric cars. You are not permitted to charge your car using the holiday home electricity; if you are found doing this, you will be asked to leave the Park immediately without notice or refund.

22. Behaviour on park. Our parks are family holiday parks so please ensure your behaviour is appropriate. Whilst everyone at the park wants you to enjoy yourself, please respect other park users, ensuring noise levels are kept appropriate and to a minimum after 10pm at night and before 8am the following morning. The park do not tolerate offensive behaviour of any type and if your behaviour is illegal, offensive, disruptive or inappropriate, or is disturbing other guests, you will be asked to leave the holiday park and no refund will be given.

23. Filming and photography. Occasionally the park’s marketing team will be filming or taking photographs on park that may be used for social media and website purposes. If, you do not want your picture to appear across Trefach’s social media channels, please include this at the time of your booking. The use of drones is not permitted anywhere onsite.

24. If you have a problem. Whilst the park do everything possible to make sure you enjoy your holiday, sometimes things may go wrong. If this happens, please tell the park reception straight away so every effort can be made to put things right. If an issue is not sorted out during your stay to your satisfaction, please contact our Customer Relations Team by email via trefach@hensonleisuregroup.co.uk no later than 14 days after the end of your holiday; alternatively, you can write to:

Trefach Holiday Park
Mynachlogddu
Clynderwen
Pembrokeshire
SA66 7RU

25. Cancellation by us. Very occasionally, Trefach may have to cancel your booking for reasons outside of the park’s control. If this is the case, you will be informed as soon as possible, and offered an alternative arrangement of similar or better standard, a full refund or alternative dates.

26. Brochure accuracy. Every care has been taken to make sure the brochure and website are correct at the time of going to print / being published. However, the park cannot accept responsibility for any errors or the subsequent results of these. Photographs of accommodation are examples only and furnishings, layout and decoration may vary. 

27. Liability to you. Trefach are not responsible for any loss or damage you may suffer as a result of the park’s negligence or wilful default, but otherwise are not liable to you for any loss or damage you suffer. Trefach’s liability to you is limited to the cost of your holiday, except in the case of death or personal injury. Trefach do not operate the local attractions which are not on the park or act as an agent for these, and so are not liable for any damage or loss you may suffer when buying tickets or visiting the attraction. Your statutory rights are not affected by anything in these terms and conditions.

28. Keeping safe the information you have given us. Please refer to the park’s privacy policy:- Privacy Policy – Trefach Holiday Park 

29. Changes to terms. Trefach Limited may change these terms from time to time. If terms are amended, we will notify you by email and post the new terms on our website.

Touring Short Stay Park Rules

1. We regret that we do not accept single sex groups, or teenagers without parental supervision.

2. You must be considerate of your neighbours and other people staying onsite at all times. In order to provide a peaceful night for all, no excessive noise is permitted between the hours of 10pm and 8am. Persons making excessive noise or creating a disturbance at any time will be asked to leave the park without a refund.

3. If excessive noise or group disturbances occur and cause inconvenience or upset to other campers, the whole group may be asked to leave the Park.

4. All adults staying at Trefach Holiday Park must check in at Reception first to verify your booking and obtain a copy of the Park Rules.

5. Booking in and receiving Park rules is your commitment to abide by them. 

6. Please do not encroach on your neighbour’s pitch after you have been sited, this includes your awning. If your awning is encroaching onto the pitch next to you, you will be asked to take it down (with no refund provided). 

7. Open fires are not allowed on the Park. Portable BBQs are permitted but stands are to be used (fire pit BBQs are not permitted). For your personal safety, gas bottles and BBQs must not be used in tents or awnings. 

8. No firearms, offensive weapons or fireworks of any kind are allowed on the park. Anyone caught with or using these items will be asked to leave the park and the police informed.  

9. Trefach is set in the National Parks and the destruction of trees, shrubs or wildlife is strictly forbidden. 

10. There is a speed limit of 5mph on site and this is to be adhered to at all times. 

11. Only holders of a full driving license are permitted to drive a vehicle on the park and no learner drivers. 

12. Dogs are welcome at Trefach (not to include any of the breeds subject to the Dangerous Dogs Act 1991).  Dogs must be kept on a lead at all times and must be supervised by and under the control of you, or of a responsible adult in your party at all times. This means  you may not leave them unsupervised in a caravan, tent or any other accommodation.  We reserve the right to reject any nuisance, aggressive or dangerous dog with no notice and no refund. Anyone reported for allowing their dog to foul without picking it up will be asked to leave without refund. We have a policy of no more than two dogs per pitch and they must be added to your booking. This concession is not interchangeable between pitches. Nothing in these Park Rules prevents you or any member of your party from bringing an assistance dog to the park if this is required to support a disability.

13. You may only consume alcohol within the immediate vicinity of your pitch.

14. We have a zero tolerance towards drugs onsite and anyone found to be under the influence or in possession will be reported to the police immediately. 

15. Children must be supervised at all times and not cause a danger to themselves or others. Any children found playing on the play equipment without the supervision of an adult will be asked to leave the area.

16. Campers and Tourers are not permitted to enter the owner’s area of static accommodation unless invited.

17. No sky lanterns, drones or kites to be used across the Park.

18. Trefach will only accept credit/debit card, cash payments or bank transfer.

19. While we will do our utmost to satisfy your requirements and make your stay enjoyable, we, at our discretion, reserve the right to withdraw any advertised services or events. In the unlikely event we are forced to cancel or postpone any advertised service or event, a refund will be given for any deposit paid in advance.

20. Liability is not accepted by the company for accidents to clients and their guests or for the loss or damage to personal property.

21. Refunds will not be granted for early departures or adverse weather conditions.

22. If after payment and checking in it is found that there are extra people, cars or dogs that have not been included or declared, we reserve the right to consider this a breach of contract and you may be asked to leave without refund.

23. All Pitches are available from 12 noon on the day of arrival and must be vacated by 10am on the day of departure unless prior agreement from Park Management has been granted. Once sited you are not permitted to move pitch unless agreed by Park Management.

24. Bookings are accepted for the persons named and are not transferable.

25. At point of booking or in the case of ad hoc arrivals, please provide all names and ages of occupants to ensure the Park have a record of who is staying onsite. If additional occupants are subsequently found, an additional payment will be required. Failure to make payment for additional occupants will result in you being asked to leave the Park with no refund.

26. The toilets and shower blocks at Trefach are cleaned and maintained regularly. Any person(s) found interfering with or damaging these facilities will be prosecuted and asked to leave without refund. 

27. Occupancy of all tourers is based on the maximum number of berths by construction. The use of awnings to provide additional accommodation is at the discretion of Park Management and must be disclosed prior to booking. Please Note: we do not allow gazebo’s on park.

28. Once sited, tourers are not to be moved elsewhere without the express consent of Park Management.

29. If you experience any problem with the Park’s electrical, gas or water system, you should contact Park management in the first instance without delay. You must not work on any part of the Park’s electrical, gas or water system yourself – this includes any installations on the pitch.

30. In the unlikely event of a disagreement between other campers, all incidents must be reported to Park Management whose decision will be final and binding.

31. No pitch alterations or building of structures is permitted without prior permission from Park Management in writing.

32. No rotary lines to be left in the ground when not in use.

33. Poles for televisions must be attached to the unit and not in the pitching area.

34. Tourers are not to be skirted under any circumstances and the underneath must be kept clear at all times.

35. Any external adornments such as solar lighting, planting pots, garden gnomes, flags etc are not permitted.

36. No digging of any holes is permitted in or around your pitch.

37. Deposit: We reserve the right to re-let the pitch without a refund if the balance is not paid in full by the payment agreement date or if you fail to adhere to any special arrangement regarding payment instalments.

38. Customers must inform the site of any change to the unit, as well as any contact details.

THANK YOU FOR YOUR COOPERATION!