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Terms & Conditions


1a) In these terms and conditions, the expression ‘We’, ‘The Company’ or ‘Us’  refers to Hencote and the expression ‘You’ refers to the individuals and company to whom we supply our services.

1b) Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to ensure any of its terms.

1c) We may transfer this agreement, our rights and obligations, to someone else or another organisations.

1d) If you wish to transfer your rights to someone else, you will need our consent. We may only transfer your rights or obligations under these terms to another person if we agree to this in writing.

1e) Our services refers to all bookings placed by you for accommodation, restaurant, wine tours, wine shop and vouchers.


2a) We are Hencote (T/A Ghenos LLP), a limited liability partnership registered in England and Wales.  Our registration number is OC396006 and our VAT number is 222 2947 25

2b) Our registered office is 6 Claremont Buildings, Claremont Bank, Shrewsbury, Shropshire, SY1 1RJ.

2c) You can contact us by calling our reception team on 01743 298 444 or by emailing [email protected]

2d) If we have to contact you, we will do so by the telephone, email or by post, with the details you have provided to us.


3a) You are reminded to satisfy yourselves that the services you are purchasing are suitable before completing an order. No responsibility is placed upon the company for making an incorrect order.

3b) Our acceptance of your booking will take place when we email you to confirm, at which point, a contract will come into existence between you and us.

3c) If we are unable to accept your booking, we will inform you of this and will not charge you for the booking. This might be because of lack of availability, unexcepted limits to our resources or errors in price or description in service.

3d) We will assign a booking reference to your order, which you will be provided at time of booking acceptance. This will help us identify your booking when you contact us.


4a) Please contact us if you wish to make a change or amendment to your booking. We will then be able to let you know if the amendment is possible. If possible, we will let you know about any change in price, availability or any other necessary information which may have changed from the initial booking. We will ask you to confirm whether you wish to go ahead with the change.

4b) If we are unable to make the change, amendment or the consequences of changing the booking do not meet your expectations, you may want to end the contract.

4c) Should you wish to change the number of guests, dates, room nights or room type (any amendment) then the prices are subject to change.



5.1.a) If you want to cancel the contract with us, where we are at fault, which may be for any of the following reasons then the contract will be terminated immediately and a refund will be provided back to you in full or in part, for which has not been fulfilled by use.

1) We have told you about an upcoming change to the booking

2) We have told you about an error in price or service description and you do not wish to proceed

3) There is a risk that we may not be able to perform part or all or your booking because of events outside of our control

5.1.b) Under the Consumer Contracts (Information, Cancellation and Additional Payments) Regulations 2013 (Regulation 28 (1)(h)) you do not have the right to change your mind. As the contract is set for a specific date you do not have the right to cancel.

5.1.c) If we are not at fault, you can still request to end the contract before it is completed, but you will not be entitled to a refund.

5.1.d) If you cancel your booking after the cancellation deadline, you will be charged the full value of your service including any extras which you may have selected.

5.1.e) To end the contract with us, you must let us know as soon as possible, by either calling our reception team on 01743 298 444 or emailing [email protected].  You must include your name, details of your order, your phone number and email address.

5.1.f) If a refund is available, this will be made to you by the method you used for payment and will be done as soon as possible.


5.2.a) We reserve the right to cancel any part or all of your booking at our discretion, which may include, but not limited to: weather, health and safety, booking numbers and enjoyment of our guests and staff. If we do, we will contact your immediately where you will be given the option to amend the booking or to cancel for a refund. See point 5.1.a.

5.2.b) We may, at our own discretion end your contract, if you were to break it, which will provided in writing. This list is not exclusive but may include the following.

1) If you do not pay in full, at the time required. You will be given noticed of payment due and after 24hours, we may cancel the booking.

2) You, or any guest within your party, behaves in any way that we deem inappropriate. This includes but is not limited to drunkenness, the use of drugs or threatening and criminal behaviour.

5.2.c) If you break the contract in any of the ways outlined above in point 5.2.b, then we may, at our discretion, refund all, part or none of the feeds paid by you for the services.


6a) The price of the service (which includes VAT) will be indicated on the order pages on the website, on a receipt in the shop and restaurant or provided to you by the reception team. We ensure our upmost efforts to ensure the price of the booking advertised to you is correct at time of booking.

6b) It may be possible, that despite our efforts, some of our services may be incorrectly priced. Please ensure before placing the order that prices are checked and correct.

6c) We accept payment for all major debit and credit cards. You must make payment either in full or required deposit amount of your booking at the time you place your order.

6d) If you do not make payment to us by the due date, we may charge interest to you on the overdue amount at the rate of 3% a year above the base lending rate of Barclays Bank. This interest shall accrue on a daily basis from the due date until the actual payment date, whether before or after judgement. You must pay us the interest together with any overdue amount.


7a) We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontracts. This includes fraud or fraudulent misrepresentation.

7b) All bookings of services will be subject to further terms and conditions of the service which you will be made aware of prior to the service itself. We accept no liability in respect to services.


8a) For some of our items, vouchers and gift boxes, we do offer bespoke service. Once a customer has instructed us to prepare an item in any way, they are obliged to take it once it has been completed. We cannot accept modifications once started, provided or sent.

8b) If a court or relevant authority, finds any part of this contract illegal or unlawful, the rest of the contract will continue in force. Each of the paragraphs of these terms operate separately.

8c) If there is a delay in enforcing this contract, we can still enforce it later. This refers to anything you are required to do under this contract or in respect of you breaking this contract.

8d) The terms set out in this policy are governed by English law and you can bring legal proceedings in respect to any dispute arising as a result of the contract.


9a) A pre-authorisation of £100 per Glamping Lodge and £500 for The Grange, will be taken from your credit or debit card upon check in. The pre-authorisation payment will be used if there are damages, loss of revenue to the company or any outstanding payments required after check out. If none of the above apply, then the pre-authorisation will be refunded. This payment will be refunded the same working day or next working day from check out.

9b) Payment of the remainder of the balance of your booking fee is required at check in.

9c) Any outstanding balances will need to be cleared before check out.

9d) We do have the right to charge for late or early check ins. This is priced at £15 per hour for Glamping Lodges and £50 per hour for The Grange.

9e) Only those guests who have a booking and have checked in at reception are able to use the facilities and lodges. No additional people are allowed in the lodges due to health and safety reasons.

9f) In the event of a cancellation, before 14 days (2 weeks) of intended check in date, we may amend the booking date if new date is available.

9g)In the event of a cancellation, within 14 days (2 weeks), or a no show, we reserve the right for guests to pay the full outstanding balance.


10a) After a reservation has been made, either online, over the phone or in person, the reception team will be required to take details of a credit or debit card. Your card will only be charged for the following reasons.

1ob) In the event of a no show or cancellation within 48hours, of the date of the booking reservation, we reserve the right to charge a fee of £30 per person.

10c) Any outstanding restaurant bills must be cleared before leaving the premises.

10d) Groups up to 7 – Can cancel or amend their booking up to 48 hours (2 days) before the date of their booking reservation. Any cancellations within this period incur a cancellation fee of £30 per person.

10e) Groups of 8 or more- Can cancel or amend their booking up to a 1 week (7 days) before the date of their booking. Any cancellations within this period incur a cancellation fee of £30 per person. For any groups of 8 or more, a pre-order will also be required and should be returned 7 days before booking.

10f) Groups larger than 12 – We will require a deposit of £20 per person to secure the booking, which will be deducted from the bill on the day of the booking. The group can cancel or amend their booking up to 2 weeks (14 days) before the date of their booking. Any cancellations within this period or the event of the group, or an individual being a no-show, we reserve the right to retain that part of the deposit.

Bookings for events are different to normal reservation bookings. If guests are to cancel, 50% of that booking is non-refundable. Bookings for these dates cannot be transferred to another date.

10.1.a) Festive Party Nights: 50% deposits will be taken during the time of booking ,with final payment 1 month before booking. Pre-orders for food to be taken 14 days prior to the event. Any bookings taken within 1 month of the event, will be required to pay in full.

10.1.b)Christmas Day: 50% deposit will be taken during the time of booking, with final payment taken 1 month prior to the event.Any bookings taken within 1 month of the event, will be required to pay in full.

10.1.c) New Year’s Eve: 50% deposit will be taken during time of booking, with final payment taken 1 month prior to the event.Any bookings taken within 1 month of the event, will be required to pay in full.

10.1.d) Murder Mystery: 50% deposit will be taken during time of booking, or paid in full via our online booking system.


11a) If you need to cancel the booking, we respectfully request a notice of 48 hours is provided. Your ticket will not be refunded and its monetary value cannot be transferred or used elsewhere on Hencote’s Estate.

11b) Bookings can be rearranged to another date with at least 48 hours notice of the date of the booking

11c) We will not refund or rearrange any bookings within these windows.

11d) We reserve the right to cancel the wine tour and tasting if it does not meet the minimum quorum required, but you will be provided the option to amend or cancel the booking. See point 5.2.a & 5.1.a.


12a) 30% deposit of the minimum spend will be required at time of booking.

12b) Full outstanding payment will be required 4 weeks (1 month) prior to the event.

12c) Pre- orders including dietary requirements, room plans, final numbers and equipment hire (if required) will need to be provided to the company 14 days prior to the event.

12d) If you are to cancel within 6 weeks of the event, then deposit will be non-refundable and non-transferable.

12e) If you are to cancel within 4 weeks of the event, then full payment is still required, which is non-refundable and non-transferable.


13a) The Company shall not be responsible for any consequence of non-delivery or late delivery of goods due to any causes (such as weather, fire, strike, miss-communications, government control or shortages of (materials/labour) and no such non-delivery or late delivery shall entitle you to rescind this contract. Please note this list is not exhaustive and only includes some of the most common consequences of non-delivery or late delivery. The company accepts no liability or responsibility for loss of earnings or any charges that may be incurred due to non-delivery or late delivery. Delivery dates are always subject to change and therefore we strongly advise that no arrangements are made until you have received the goods and are fully satisfied. The company urges patience from its customers regarding all deliveries, especially during annual and bank holidays and also during the company’s annual stocktaking period, as this may cause an extended delay to our stated delivery times or the agreed delivery time provided by external companies.

13b) The Company cannot be held responsible for a customer’s failure to respond to a courier’s calling card. If a calling card has not been responded to as per the courier’s individual policy, and the item has been returned back to us, it is the customer’s responsibility to cover any additional shipping costs to send said item back out to them. For further information about a particular courier’s calling card policy, please view their T&Cs on their respective websites.

13c) Northern Ireland, Scotland and offshore Isles may also incur an additional delivery surcharge. This will be related to the size, weight and type of product(s) that is being shipped. In these instances, we suggest you do the following: Place the order in the normal way. We will then contact you with the additional charge (if any) and apply this to your order. You will then be able to either accept or cancel your order based on these charges.

13d). Due to the automatic nature of the carriage calculation system, we reserve the right to contact the customer and alter the carriage cost if the cost is higher than the carriage charged.


14a) All vouchers are valid for a year from the date of purchase

14b) Vouchers are non-refundable

14c) If you are looking to extend your voucher, we have two options available:
6 MONTH EXTENSION- For £10 you can extend your voucher for a further 6 months, from original expiry date.
12 MONTH EXTENSION- For £20 you can extend your voucher for a further 12 months, from original expiry date.
If your voucher has already expired, we are unable to extend, redeem, exchange for a monetary value or provide a refund.

Buy A Gift or Virgin Experience Vouchers
14d) If your voucher is currently valid, please contact us to arrange your booking.

14e) If the voucher has expired or you would like to extend it, unfortunately we are unable to do this as it was bought via a third party company. Please contact the voucher company directly to arrange this.


Prices, as detailed within each social media shop listing, are subject to change when viewed directly on Hencote website, where the most up-to-date and accurate pricing will be displayed. We always advise checking the prices on our website directly to ensure that any given item is suitable for you. Whilst we will endeavour to ensure that all Facebook and Instagram shop prices are as accurate as possible, we cannot be held responsible for any price changes between the social media shops and our direct website. All listings are available while stocks last. For further information, please contact our reception team.


If you are looking to view a product on-site before purchasing, we recommend booking in with our reception team who will pass your request onto the individual responsible for that department. In terms of the on-site wine shop, we cannot be held responsible for any items not being on-site if the availability of said item is not discussed with us beforehand. If an item is in stock, we can then ensure that it is available for viewing when you visit us. All vouchers and products in website wine shop offer a ‘Click & Collect’ option.