Terms & Conditions

The Contract:
The contract is formed between Duncan Family Farms (referred to as we) and the individual who made the booking as well as all individuals of the party (referred to as you) in following the stated booking terms and conditions.
The contract will not come into force until the booking deposit has been received. The contract is subject to the booking terms and conditions and therefore must be complied with. The party leader (individual making the booking) must be 18 years or older. We ask for all names, ages and contact details of individual party members prior to arrival.

Deposit & Payment:
Your booking can be placed by telephone, email, or via our online booking system. If your booking is made via telephone or email we will update our online system which will automatically send you a summary of your booking. This does not mean that your booking is confirmed, or that there is a contract in place.
A contract will be in and your booking confirmed once we have received payment of your booking deposit, which is 50% of the full cost of your booking. The full payment of your booking is due at least 14 days prior to your arrival.
The deposit must be paid at the time of booking.
If deposit payment was made by either credit or debit card you authorise us to use the details of the same card to settle the balance of the rental. This will only be acted upon if you have not contacted us prior to the balance due date to arrange an alternative payment method for the remaining balance.
If for any reason we are unable to receive the balance of your payment, 14 days prior to your stay we are entitled to cancel your booking.
If your booking is made less than 14 days prior to your stay, the full payment is required at the time of making your booking. Once the full payment has been made, a contract is in place and your booking will be confirmed.
No entry to our properties is granted without full payment of your booking, being cleared beforehand.
We accept payment from most major credit and debit cards as well as by bank transfer.

Cancellations must be notified and received by us in writing, we recommend by email. Once we have received your cancellation we will process and confirm your cancellation request by email.
Your booking can be cancelled at any time. However, cancellations made 14 days prior to holiday commencement date will receive refund for rental balance excluding booking deposit. Please note, booking deposit of 50% is non-refundable.
Cancellations made within 7 days of your holiday commencement date will not receive a refund of their booking or booking deposit, due to costs we will have incurred, and it is unlikely that we will be able to re-let our property in that time.

Cancellation by Us for Reasons Out with Our Control:
We won’t be deemed to be in breach of this Contract, or otherwise liable to you, by reason of any delay in performance or non-performance of any of our obligations in this Contract to the extent that such delay or non-performance is caused by circumstances beyond our reasonable control (for example if access to and use of our property is prevented by fire, flood, exceptional weather conditions, epidemics, pandemics, destruction/damage, internet or other
communications failure, blocked roads, war/terrorism, nuclear/radioactive disaster affecting us or our property) (these are sometimes referred to as “Force Majeure Events”)
If for any reason beyond our control we are forced to cancel your Booking (or bring it to an end early) due to a Force Majeure Event affecting us or our property we will refund you the full amount of your remaining lodging costs based on the time of your Booking remaining.
This will be the full extent of our liability and no additional compensation, expenses or costs (such as travel or replacement lodging costs) will be payable.

Period and Other Terms of Hire:
The duration from the holiday commencement date to the departure date as stated in booking confirmation is known as the ‘holiday period’.
Unless agreed in wiring, guests should not arrive before 3pm on the holiday commencement date.
We ask that you leave and vacate the property by 10am on the holiday departure date. Failure to do so may result in you being charged for a furthers day rental.
You must not use the property for any purpose other than for holiday purposes during your stay, unless agreed in writing.
The contract in place to stay in the property over the stated holiday period does not form the relationship of landlord and tenant between the two parties.
This Contract relates to a “holiday let” the purpose of which is to confer on you as a holidaymaker the right to occupy our property for a holiday only. You shall not be entitled to any private residential tenancy or other tenancy, assured short hold or assured tenancy, lease, licence or other right to occupy, nor shall you obtain any security of tenure under any applicable law including but not limited to under the Private Housing (Tenancies) (Scotland) Act 2016 now or at the end of the Holiday Period. You may not sub-let the property.
In the event that you are required, in accordance with guidelines imposed by the UK and Scottish Governments in relation to the disease known as coronavirus disease (Covid-19) and the virus known as severe acute respiratory syndrome coronavirus 2 (SARS-CoV-2)), to self isolate at the property you will be responsible for the cost of (i) any additional nights out with the Holiday Period and (ii) rehousing any booked guests that are displaced as a result of the
additional nights required by you in an equivalent property.

Number of Persons Using the Property:

Under no circumstances may more than the maximum number of persons stated on your booking occupy the property. We reserve the right to refuse admittance or require you to leave our property if this condition is not observed, with no refund of your booking.
Any persons other than members of your party must not use our accommodation or facilities.

Our Liability:
We, our employees, contractors, cleaners, and other representatives shall not be liable to you or your party for loss or damage to property. You must take all necessary steps to safeguard yourselves and your property. Nothing in this clause shall exclude or limit any liability that we are unable to limit or exclude by applicable law, such as liability for death or personal injury caused by our negligence.

Care of The Property:
During the holiday period you are responsible for the property and are expected to take care of the furniture, furnishings, and fittings in or on the property.
We ask that you leave the property in the same state of repair, clean and tidy as you found it.
The property must not be used for any dangerous, offensive, noxious, noisy, illegal, or immoral activities or any act which may be of nuisance or annoyance to the owner or neighbouring party.
We ask that between the hours of 10.30pm and 7am that guests take themselves indoors with the consideration of other guests.
No smoking in any of our properties.
You are responsible for the security of the property during the holiday period. Please ensure the property is locked if it is not occupied by you during your stay.

Damages & Breakages:
You are legally bound to reimburse us for the replacement, repair, or extra cleaning costs on demand.
Any significant damages or breakages will be paid for in full using the card details used for making the booking.

Parking & Access:
Our properties have an individual car parking space for one car only. If parking for more than one car is required, we ask that you park sensibly and please do not park on the grass or on the road.
Access to the site is required at all times.

Right of Entry:
We shall be allowed the right of entry to the property at all reasonable times for purposes of inspection or to carry out any necessary repairs or maintenance.

Every effort has been made to ensure that you have an enjoyable stay. However, if you have any problem or cause for complaint, it is essential that you contact us immediately to give us the chance to resolve it. We live nearby and will do our best to resolve any problem.

Data Privacy Statement:
The data you provide us with will only be used to carry out our contract with you regarding your stay, as well as to collect feedback and inform you of additional promotional information. If you would like to opt out of receiving promotional emails, please email us at info@duncanfamilyfarms.co.uk


One small well behaved dog is now allowed per pod (The Hirsel Only) at a cost of £25 per stay which can be selected as a booking extra.

Only one small well behaved dog per pod is allowed to join you on your stay but only if two guests or less are staying. (We feel our pods are not big enough to accommodate 4 people and a dog in a crate overnight as the sofa bed would need to be unfolded)

  • The dog is not allowed on any furniture.
  • The dog must be crated overnight to ensure that it does not damage any furniture. (a crate can be provided)
  • The dog  must not be left unattended in the pod at any time.
  • If the dog causes any damage, this must be paid for, as per current T&C’s.
  • Outdoors, dogs must be kept on a lead to protect livestock, wildlife and our other guests.
  • Muddy/Wet dogs are not allowed in the pod. (Please bring your own dog towels)
  • Dog poo must be lifted and disposed off in the appropriate bin.

Care of Your Property:
Your vehicles and their contents and any property and valuables you bring with you are left entirely at your own risk.
If you leave any property behind, we will use reasonable endeavours to return it to you, although we reserve the right to charge you in advance for any reasonable postal or courier costs. We may dispose of any unclaimed property after six months.

Duncan Family Farms

Refunds & Returns

Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at infor@duncanfamilyfarms.co.uk for questions related to refunds and returns.