Cancellations & Refunds

1. Direct-booking payments

For direct bookings, 30% of the booking price is due at booking and the remaining balance is due 14 days before arrival. For bookings made within 14 days of arrival, full payment is due immediately at booking.

Direct bookings may be cancelled without penalty within 24 hours of confirmation, for a full refund of all prepaid booking payments. This applies regardless of how close arrival is, including bookings made within 14 days of arrival and on the arrival day. Send your cancellation request in writing within the 24-hour window; the deadline is assessed by when you send it, not when we reply.

After that window, our primary direct-booking rate is offered on a non-refundable basis, subject to the cancellation assessment below and your statutory rights. We do not offer an additional discretionary change-of-mind refund after that window. The £250 damage security pre-authorisation is separate from these accommodation payments.

2. How to cancel

Tell us promptly in writing by emailing [email protected] or using your booking messages. Include your booking reference, property, dates and a clear statement that you wish to cancel. We will confirm receipt and explain the payment position. The 24-hour period runs from booking confirmation, not from arrival or a later guest-information message. A request we receive during that period will also qualify.

If you booked through a platform or agent, follow its cancellation process and check the policy for your specific reservation. Sending an enquiry about changing dates does not itself cancel your booking.

3. Cancellation charges and any refund

Any amount we retain or require as a cancellation charge must be reasonable and reflect the net loss directly caused by your cancellation. We will take reasonable steps to reduce that loss, including seeking a replacement booking where practicable.

We will take account of costs saved and replacement-booking income, and will not recover the same loss twice. If payments received exceed the amount we can fairly retain, we will refund the difference and explain our calculation.

A refund is not guaranteed simply because you cancel. Where our reasonable net loss equals the payments made, those payments may be retained. The description “non-refundable” does not allow us to keep payments where you have a legal entitlement to a refund.

4. Date changes, early departure and non-arrival

Please contact us if you wish to change your dates or booking details. Changes depend on availability and our written agreement. We will explain any price difference or agreed charge before you accept a change.

If you do not arrive or choose to leave early, the unused accommodation is assessed under the cancellation provisions, subject to your statutory rights where we have failed to provide the agreed service.

5. If we cannot provide your accommodation

If we cannot provide the booked accommodation, we will tell you as soon as reasonably possible. We may offer a suitable alternative, but you do not have to accept it. If no alternative is agreed, we will refund payments for accommodation and services we cannot provide.

If your stay is interrupted, we will explain the available options and any refund due for the affected part of the booking. This does not restrict any additional remedy available under consumer law.

6. Cooling-off rights

Holiday accommodation booked for specific dates is generally excluded from the statutory 14-day cooling-off right that applies to many online purchases. Booking online therefore does not automatically give you 14 days to cancel free of charge. Our 24-hour no-penalty window is a separate contractual benefit for direct bookings.

This does not remove your rights where the accommodation is not provided as agreed or a contract term is unfair.

7. Bookings through platforms or agents

For bookings through Airbnb, Booking.com, Vrbo, Sykes, Lakelovers, Visit Lake District or another booking agent, check the payment arrangements and cancellation policy presented for your specific reservation.

This page describes our direct-booking arrangements and does not retrospectively override your confirmed platform or agent terms. Contact the booking channel or us if the process is unclear.

8. Consider travel insurance

We recommend considering suitable travel insurance when booking, including cancellation and curtailment cover. Depending on the policy, insurance may cover non-refundable booking costs if you cancel for an insured reason.

Cover is not guaranteed. Check that the policy covers your UK accommodation booking, cancellation reasons, any pre-existing medical conditions, exclusions, excess and claim limits. A change of mind is generally not covered. Claims are subject to your insurer’s terms and assessment.

Travel insurance does not replace your statutory rights or our obligations.

Frequently asked questions

Can I cancel a direct booking free of charge?

Yes. Cancel in writing within 24 hours of booking confirmation for a full refund of all prepaid booking payments, with no cancellation penalty.

Does the 24-hour window apply to last-minute bookings?

Yes, including bookings made within 14 days of arrival and on the arrival day. The window starts when the booking is confirmed.

Does your reply need to arrive before the deadline?

No. Send your written cancellation request within the 24-hour window. We assess the deadline by when you send it, not when we reply.

What happens after 24 hours?

The non-refundable rate applies, subject to our reasonable net-loss assessment and your statutory rights. We do not offer an additional discretionary change-of-mind refund. We account for costs saved and replacement-booking income and refund any excess over the amount we can fairly retain.

Does travel insurance guarantee a refund?

No. Insurance may cover non-refundable costs for an insured reason, depending on your policy. Check the terms, exclusions and claim limits with your insurer.

Do Airbnb, Booking.com and Vrbo bookings follow this policy?

This page explains direct bookings. For platform or agent bookings, follow the cancellation terms and process presented for your reservation. We do not promise identical policies across channels.

Does a later infant-suitability message restart the free cancellation window?

No. Its request for a response within 24 hours is separate from the cancellation window that starts at booking confirmation. Your statutory rights still apply.

Contact and disputes

Email [email protected] or call 07346 006156 with questions. Please put cancellation instructions in writing so that there is a clear record.

Muddy Boots Escapes Ltd · Company number 14702173.
Registered office and formal correspondence: Unit 27, Cumberland House, Business Park, St Lukes Road, Kirkby Stephen, Cumbria CA17 4HT.

General Booking Terms & Conditions · Damage & Security Deposits · Complaints & Dispute Resolution