Terms and Conditions

The terms and conditions outlined below constitute a contract between Us (Norwich Townhouse) and You (the person making the reservation with Norwich Townhouse).

Our terms and conditions were updated on 5th April 2023. Reservations made before this date are subject to the terms and conditions in place at the time of booking. Older versions of the terms and conditions are available upon request.

In these terms and conditions “You” or “Your” means the person named on the booking as the lead guest. “We”, “Our” or “Us” means Norwich Townhouse, whose trading address is 15 Little London Lane, Thetford, Norfolk IP26 5NH, UK.

Please read these terms and conditions carefully before making a booking.

Your contract with Us begins when We have received Your payment and confirmed Your booking by email (clause 2.5.1). It is reasonably assumed that You have read and agreed to all terms and conditions when You make the payment.

You are the person making the booking and You must be one of the guests and this contract binds You and all the members of Your party. It is Your responsibility to ensure that members of Your party accept the terms and conditions set out in these terms and conditions.

Failure to disclose all relevant information or to comply with these terms and conditions may lead to termination of the contract and booking.


1.1 – We reserve the right to regularly review and amend the prices We charge for Our property based on a range of factors at any time.
1.2 – Once a reservation has been confirmed and the payment has been made the price of Your stay will not change.
1.3 – All prices given include utilities, linen, towels, and cleaning before and after Your stay.
1.4 – All prices do not attract VAT.
1.5 – Payment is required in full at the time of the booking.
1.6 – Payment is to be made either by bank transfer in GBP pounds sterling or securely on-line by credit/debit card (facilitated by Stripe). Payee details to be supplied by Us when the reservation is requested.


2.1 – You will check Your preferred dates are available by referring to the availability calendar.
2.2 – You will contact Us to request a booking for Your preferred dates.
2.3 – We will contact You by email to confirm if Your preferred dates are available, the total price of Your booking and the payee details for Your payment.
2.4 – We will not reserve Your preferred dates pending Your payment.
2.5 – When Your payment is received in full We will:
2.5.1 – Confirm Your booking by email and remind You of the check-in date and time.
2.5.2 – Provide a link for Your required ID upload and the details of Your permanent address.
2.6 – Subject to the satisfactory completion of clause 2.5.2 – two days prior to the check-in date We will email You details of the property address along with directions to the property and check-in instructions.
2.7 – Subject to the satisfactory completion of clause 2.5.2 – one day prior to the check-in date We will email You details of the code for the key safe.
2.8 – On the morning of checkout We will email You a checkout date and time reminder along with basic checkout instructions.


3.1 – Early check-ins and late check-outs are offered (subject to availability) for an additional cost of £15 per hour up to a maximum of three hours early or late.


4.1.1 – If You want to change any detail of Your confirmed booking You must let Us know as soon as possible. We will do Our best to accommodate Your request but We cannot guarantee that We will be able to meet all requests for changes.
4.1.2 – For changes requested more than 30 days before arrival: – Where We can accommodate the requested change – You must pay any price difference between Your original reservation and the new dates when the balance payment is due. If the cost is lower, the balance payment will be adjusted accordingly. – If We are unable to agree on new dates with You Your booking will be considered cancelled and You will receive a refund as follows: – Full refund for cancellations up to 30 days before check-in. If booked fewer than 30 days before check-in, full refund for cancellations made within 48 hours of booking and at least 14 days before check-in. After that, 50% refund up to 7 days before check-in. No refund after that.
4.1.3 – For changes to reservations requested on or less than 30 days before check-in: – We will provide a booking amendment when We are able to re-sell Your original reservation dates. In this circumstance, We will provide You with new dates (subject to availability) for Your approval and You must pay any price difference between Your original reservation to secure the new dates. If the cost is lower You will receive a refund for the difference. – If We are unable to re-sell Your dates We will consider Your reservation cancelled and refunds will be provided according to the terms of Our cancellation policy.


5.1 – The number of people using the accommodation must not exceed the maximum occupancy number of five guests.
5.2 – Only those people listed by name on the pre-check-in questionnaire can occupy the property.
5.3 – We do not permit the use of additional camp beds in the accommodation. Nor do We permit the use of the provided sofas as beds.
5.4 – We reserve the right to terminate the booking without notice and without refund when this clause is breached.


6.1 – If You would like to invite guests to visit You while You are staying at Norwich Townhouse that will cause You to exceed the maximum occupancy of the property You will need to seek permission in advance.
6.2 – Day visitors to Norwich Townhouse must leave the property by 23:00 each day and must not return before 08:00.
6.4 – The facilities at Norwich Townhouse are intended only for guests staying at the property. Day visitors can not use the facilities.


7.1 – There is one private allocated car parking space at the rear of the property for guest use.
7.2 – Additional cars will be removed.


8.1 – Events and parties are not permitted at Norwich Townhouse.


9.1 – Before arriving at the property You will be asked for the name and age of all guests that will be travelling with You.
9.2 – Before arriving at the property You will be asked for Your name, Your permanent address and Your ID in the form of a passport, driving license or utility bill.
9.2 – This information is needed for security; so that We can comply with the law regarding safety features required for children; and so that We are able to provide information to Public Health England when requested. It is also required for insurance purposes.
9.3 – Failure to provide this information will result in the cancellation of Your reservation in line with Our cancellation policy.


10.1 – General
10.1.1 – No pets are permitted.
10.1.2 – No events or parties are permitted.
10.1.3 – Smoking is not permitted inside the house.
10.1.4 – Commercial filming or photography is not permitted.
10.1.5 – Quiet hours are 00:00 – 08:00.
10.1.6 – Check-in is from 12:00 on the first day of the booking.
10.1.7 – Checkout is before 13:00 on the last day of the booking.
10.1.8 – Maximum number of guests is five.
10.1.9 – No electric car charging.

10.2 – Guest Count
10.2.1 – The maximum number of guests is five.
10.2.2 – The guest count must match the booking.
10.2.3 – You should be present throughout the stay and You will be required to provide Your permanent address details along with ID prior to hand-over.

10.3 – Security
10.3.1 – The front door to the property is to be locked upon entering the house. Windows and external doors to be closed and locked when the house is not occupied.
10.3.2 – All valuables on the ground floor are to be kept out of sight from passers-by.
10.3.3 – The front door has a Ring doorbell with a camera pointing out to the street. There is also a Ring stick up camera at the back of the property pointing at the car parking space. Both devices are capable of recording and sending video and audio. Guests are not permitted to tamper with either device.

10.4 – Noise
10.4.1 – The property is in a residential area so noise such as amplified music should be kept to a minimum. We tend to quieten things down by 11pm-midnight at the latest and have not had any complaints.
10.4.2 – The house is a modern house. The walls are not soundproofed. Our immediate neighbour will be able to hear You to a degree and You will hear them. Try not to get cross about that, this is city living.

10.5 – Smoking/Vaping
10.5.1 – Smoking is not permitted anywhere inside the property.
10.5.2 – Vapes and e-cigarettes are permitted inside the property but users should take care not to set off the smoke alarms.

10.6 – Shoes
10.6.1 – Outdoor shoes are permitted on the ground floor (the hard floor) but shoes should be taken off before going upstairs. There is a shoe rack in the hall.

10.7 – Children & Infants
10.7.1 – The house is unsuitable for younger children and infants in that there are hazards including (but not limited to); no stair gates, power socket covers or table edge protectors. Cleaning products, cleaning equipment and tools are also within easy reach. Non of the furniture is fixed to the walls.
10.7.2 – Children aged 6 years+ are very welcome at the house and the house is suitable for them.
10.7.3 – Younger guests are to be encouraged to eat and drink on the ground floor only and so avoid spills throughout the house.

10.8 – Breakages
10.8.1 – If You break anything You will let Us know. Most things will come under normal wear and tear. We need to know so We can put everything right again for the next guests.

10.9 – Candles, Naked Flames & Deep Fat Fryers
10.9.1 – Not permitted anywhere on the premises, neither inside nor outside.

10.10 Electric Car Charging
10.10.1 Not permitted. This is due to the restrictions of our insurance.

10.11 Fire Safety
10.11.1 All internal doors (except the bathroom doors) are fire safety doors. Guests should close all internal doors, especially at night.
10.11.2 Take note of the Fire Action Notice on display in the entrance hall.
10.11.3 If you discover a fire: –

Raise the alarm.
Leave the building via the nearest exit.
Call the fire brigade by dialing 999.
Do not stop to collect personal belongings.
Do not return to the building until authorised to do so.

10.11.4 Escape Lighting. Please find a torch in the desk drawer in the first floor lounge. There are also battery powered lanterns in both lounges. There are also night lights fitted in the wall sockets of the ground floor lounge and on the 1st and 2nd floor stairwells. The night lights should be switched to the ‘on’ position before dusk.

10.11.5 Fire Blanket. There is a fire blanket in the kitchen. Please familiarise yourself with the instructions on the blanket. In an emergency pull the black tabs to gain access to the fire blanket and follow the instructions on the red outer cover.

10.11.6 Vulnerable Guests. In-line with fire safety legislation, both the front and back door can be exited without the need for a key. Therefore all vulnerable guests should be supervised during the stay and in the event of a fire.


11.1 – Check-in is from 12:00 onwards unless We have agreed an earlier arrival time with You.
11.2 – Check-out is before 13:00 on the day of departure.
11.3 – Early check-ins and check-outs are offered, subject to availability, at an additional cost.
11.4 – Emergency out-of-hours contact information is provided in the house manual located in the kitchen should You need help urgently.


12.1 – In making a booking You accept responsibility for any theft, breakage or damage caused by You or any member of Your party to our property, and agree to indemnify Us in full for any loss that We may incur as a result.
12.2 – You will be responsible for the cost of any accidental damage to property, contents or buildings up to £1000.
12.3 – You will be responsible for 100% of the costs of any non-accidental damage that You or Your group cause to the property or its contents.
12.4 – In the event that You notice damage in Your accommodation You will let Us know immediately so that We can take appropriate action. If there have been breakages during Your stay You will let Us know.


13.1 – Any problem or complaint concerning any aspect of Our service or the accommodation, must be reported to Us as soon as it happens and We will endeavour to put it right.
13.2 – We will not consider any reported complaints after the checkout day and time.


14.1 – Under normal circumstances nobody from Norwich Townhouse will access the property unless invited to do so during Your stay.
14.2 – If Your stay with Us lasts more than seven days We can provide a service clean. Our staff will need to access the accommodation in order to perform this, but We will agree on a time for this service in advance.
14.3 – We and/or contractors may need to access the property if there is an unforeseen problem. If this happens, We will do Our best to let You know in advance of the date and time that We will need access.
14.4 – If We do need to access to Your accommodation for any reason We will always try to access the property at a reasonable, convenient time (other than in an emergency).


15.1 – We may terminate Our contract with You and ask You to leave Your accommodation immediately and without refund or compensation in the following circumstances. If:
15.1.1 – It is deemed that You or Your party have committed a serious breach of these Terms and Conditions.
15.1.2 – We believe that You or Your party’s behaviour endanger the safety of Our neighbours or the wider community.
15.1.3 – We receive any complaints of anti-social or unacceptable behaviour against You or Your party.
15.1.4 – We believe that You or Your party are causing an unreasonable amount of damage to the property or contents.
15.1.5 – The maximum occupancy limit for Your accommodation is exceeded.


16.1 – Norwich Townhouse will not accept responsibility for any accidents, injuries or illnesses that occur while on the premises or while using the facilities at Norwich Townhouse.
16.2 – Norwich Townhouse does not accept responsibility for the loss of personal belongings or valuables of the guests.
16.3 – By making a reservation all guests are expressly assuming the risk of any harm arising from their use of the premises or others whom they invited to use the premises.


17.1 – We will not be liable for, nor provide a refund or compensation, for any failure or delay in performing Our obligations where that failure or delay results from any cause that is beyond Our reasonable control. Such causes include, but are not limited to: power failure, internet service provider failure, strikes, lock-outs or other industrial action by third parties, riots and other civil unrest, fire, explosion, flood, storms, earthquakes, subsidence, acts of terrorism (threatened or actual), acts of war (declared, undeclared, threatened, actual or preparations for war), epidemic/pandemic or natural disaster, or any other event that is beyond Our reasonable control.


18.1 – If You leave any of Your possessions behind please contact Us as soon as possible. We reserve the right to charge You for any storage and delivery costs that We incur in relation to Your lost property. We will hold all lost property for one month, after which it will be disposed of. We will not be liable for possessions that You believe have been left behind but that We are unable to locate.


19.1 – These terms and conditions are governed by English Law. You and We both agree to submit to the non-exclusive jurisdiction of the English courts.
19.2 – We reserve the right to amend our terms and conditions from time to time. When terms and conditions are updated, the terms agreed at the time of Your reservation will be enforced.